ComplaintsforNational Floors Direct, Inc.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We signed a contract oct 4th with NFD. They only except a check for deposit. You can’t use your own credit card. They offer a bank of there choosing Synchrony Bank for remaining balance with zero interest for a year. Our check deposit was 4950.00. You only have 3 days to cancel. Installation was supposed to be 10/25/21. They canceled and reschedule to 11/17/21. Claiming materials not in stock. Our sales rep. Mike Pepe guaranteed us that they have Mohawk vinyl tiles in stock. On 11/17/21 NFD crew shows up. I asked to see the tile on the floor connected. About 8 tiles. They came in with 2 different boxes. 1 case oh Mohawk And 1 case of Pergo. ( I have Pictures) when connected together Pergo was a shade darker. You could clearly see it. Their crew calls office and customer service calls me. They stated they are exactly the same. Customer service was very rude,nasty, and manipulating. This company does not believe in customer rights. They were demanding for us to take them. We said no! They harass us with phone calls. They keep your deposit, with no money given back. They said they charge 20% stocking fee on whole amount 14,786.00 with other fees. Also Synchrony bank sends us a bill with balance of 9836.00. NFD charged a credit on 10/18/21. (Cancellation for installation was on 10/23/21) payment is due 11/19/21. 2 days after they were here and we didn’t except the tile. The work was never done at all! NFD called and asked if we would except a letter from Mohawk claiming they made a mistake using the wrong boxes (pergo). Mohawk bought Pergo in 2013. The letter also stated that if they don’t match do not install them. ( I have Letter) Synchrony Bank will not take off remaining balance til they hear back from NFD. That takes 60 days. They said we are responsible for balance. We never even activated the credit card when we received it. The pergo tile was darker than the Mohawk tile. Same pattern just a shade darker. NFD reviews are all the same. They keep your deposit!

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today, December 2, 2021, National Floors Direct attempted to install a laminated wood floor in my bathroom on the 2nd floor. However, what actually took place was nothing short of incompetence! The installers from National Floors Direct (Esteban Cardo and Alexis Pueipo) BROKE the pipe for the toilet water supply line! My daughter informed me that one of the installers told her that the pipe was already weak before he broke it. THE PIPE CAME OUT OF THE WALL. HOW CAN THE INSTALLER SEE A WEAKENED PIPE THROUGH THE WALL?!!!! I reported this issue at 10:30 am and it is now 5:40 pm and NO ONE FROM THE DEPOT WHERE THE INSTALLERS AND THE MATERIALS COME FROM HAS CALLED ME TO DISCUSS REPAIRS! The installers have also left my house with the balance due on the job. THE WATER IS STILL SHUT OFF IN MY HOUSE BECAUSE THE PIPE IS STILL NOT FIXED! I have never seen such incompetence and such negligence on the part of a company to not only leave a job without first finishing it, but took the money from the customer on such a poorly done job. I demand that National Floors Direct come back to my house TODAY, FIX THE PIPE THE INSTALLERS BROKE, and FINISH THE JOB I PAID FOR! The molding at the base of the walls was not installed and you can still see white tile at several spots in the bathroom. Lastly, the installers DID NOT level off the entire floor, so there are dips in the tile! This needs to be completed! Also, I want to note that the customer service representative (Marilyn) was very rude! She read a paragraph from the signed contract and nastily informed me that National Floors Direct is not responsible for floods or incidental pipes being broken that are hidden. The pipe that National Floors Direct broke was the water supply line to the toilet. I then asked her where the company's main office was and she (Marilyn) told me that it was in Astoria, Queens. I then asked her for the full address and she told me no.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We met with sales Rep from CT, ***************************** (****), on October 23, 2021. He seemed genuine and very professional. We never asked him to give us the cheapest carpet at the cheapest rate. He told us that for our unlevel basement the carpet and "premium" padding he recommends and sells for 90% of his basement jobs would be perfect for us. We trusted him with a 30% or $1658 deposit even though the request for waiving the 3 day cancellation and that we present a cashiers check of $3200 more upon ARRIVAL of the installers on November 4th raised red flags for us. When the unrolled carpet didn't match what **** had shown us, we called and were told "This is what you chose." We hadn't taken pictures of the samples nor had we checked online to be sure it matched. We were told there would be a high restocking fee and wait for the installers to come back. The installers informed us this "happens all the time." What could we do? The installers were there until nearly 10:00 p.m. A 3rd person had to come and finish the basement at 6:30 because carpeting two floors and two flights of stairs was too much for two. When we realized that the seam was directly in the line of sight, I asked and was told that the temperature would rise and lower in the basement and that would render the seam invisible. My husband and I found many issues. My husband emailed the company with pictures, and they called and emailed to tell us they approved the repairs. The same installers came back 11/30/21. One look at the seam running through the middle of the floor and they said they wouldn't replace the carpet nor fix the seam. They told us that was how the sales rep laid out the room to be carpeted. When we showed the installers that we could feel every bump of concrete under the carpet, they told us they used cheaper padding that they "never" use for basements and that they were told "the customer wants this." We called and were told "your job is complete" and they would do nothing further for us.

  

  Business response

  12/06/2021

  National Floors Direct cannot provide ********************** any refund at this time. The work has been completed in a manner consistent with the language in the written agreement between the customer and **********************. 

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our contract with national floors direct stated that we would get supreme padding with our berber carpets. The installers showed up on Friday November 19, 2021 at 11am to do the work. They immediately started ripping up the carpets in the rooms the carpets were to be installed in. Around 11:45 or so, one of the installers came to me and informed me the padding they were supposed to put in was junk. He said our existing padding was far superior to what they were given for the job. I told him I would call customer service to discuss details. I called customer service, they were very rude and un-helpful. I was immediately attacked and told I was refusing to let the installers install the padding they were given. I was taken aback at how customer service was telling me an incorrect account of the events that had taken place. She had told me I was the one who in fact told the installers I didn’t want the new padding put in, when in fact they told me. It wasn’t until a while after that the installers figured out that National Floors Direct sent them with the wrong padding. We were supposed to receive the “supreme” padding which they did not get loaded onto their truck. The installers left our house at 8pm. When we called the next day to ask if we could have a refund for the supreme padding they went in circles and then told us that supreme padding would’ve buckled the berber carpet and that our warranty isn’t valid anyway because we refused the padding. So now their story is changing and all we are asking for is a price adjustment to reflect the carpet installed without any padding, since they never sent the supreme padding and it was never installed.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 2, 2021 I met in my home for a visit to discuss what I needed to go ahead and change from wall to wall carpet in my home to laminate floors. Gary Greenburg was the salesman I meet with. After about 2hours into the measurements and talking and checking samples, I’ve when ahead and asked Gary it’s everything the way you guys advertise on channel 3 where the installation is next day? He said yes. So I made a decision to place an order that day for my new laminate floors. He didn’t give me a copy of the contract he said when we’re done here and I get a 30%deposit from you of $2,700.00 and you have to sign a waiver of a 3 day cancellation. I said why is that.? He replied we can’t order the product if you cancelled within those 3 days. I said ok I’ll give you the deposit and I’ll sign it and let’s pick an installation day going back k and forth we set it for November 20th, 2021. I went ahead prepared my home by removing everything from the floors so that the job could take place without additional charges. The total was over $9,ooo,oo . They wanted the balance on a certified check from my bank not a personal check although they did take a personal check for my deposit which they cashed within a day. On the day of the installation they show up 2 guys and a bitup truck no sign on it stating whom they were from they only spoke Portuguese no inglish a little Spanish which I was able to communicate as much as I could get from them. The product they showed me was not the light color washed linen I’ve ordered. They went to say that it was to big of an area for them that they should had 4people vs 2 of them I said you have the contact you should have known the details of the job you are to perform. He said no way he could do it on a time frame they said that it would take at least until after the Christmas Holliday. I was beside my self. Here I’m sitting with everything of the floor and they have the odasity to make that comment. All they wanted was the balance .

  

  Business response

  12/01/2021

  National Floors Direct cannot provide ************** any refund at this time. The customer entered into a written agreement with National Floors Direct waiving the right to cancellation in consideration of an expedited installation. The company attempted to deliver the material and install the job as expressly outlined in the written agreement between the customer and **********************, pre-installation confirmation emails from the company to the customer, and multiple verbal pre-installation confirmation phone calls but the customer refused to pay for the installation as contracted. The customer has further refused to accept multiple installation dates, all within the estimated window outlined in the agreement between the customer and the company, offered by **********************. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.
  

  Customer response

  12/06/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Virginia

   

   

• Initial Complaint

  11/27/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed contract for Rug and Vinyl installation with National Floors Direct(NFD) on 11/9/21, scheduled installment for 11/23/21. Gave sales rep $2000 deposit for $6800 job.Vinyl floor installed late morning of 11/23/21 with plan for Rug installation in afternoon. After no show, called NFD to inquire, was assured they were coming. Continued to call office with assurances that the installation crew was en route. Crew showed up at 7:30pm and stated that it was too late to start project.Crew promised to initiate installation following morning by 9:30 am on 11/24/21. After no show, called NFD office who informed us that "the crew" said they had no jobs that day, so they would not be coming". Rescheduled for Friday 11/26/21 with NFD office manager. Wife called to confirm installation later in day and was informed that there would be no installations on Friday. Manager rescheduled for Weds 12/1/21 with hope of finding an installation time on Monday 11/29/21. Called Friday to confirm appointment unsuccessfully, requested refund and cancellation of project which was rejected. Wife received call from NFD this morning informing her that installation would be bumped to 12/7/21.

  

  Business response

  12/01/2021

  National Floors Direct cannot provide ******************** any refund at this time. The customer entered into a written agreement with National Floors Direct with a 3 day cancellation period that has since expired. The merchandise on order labeled incorrectly by the manufacturer and loaded to a different installation team on the schedule installation date. This is an issue beyond our control. The installation is currently dated for 12/08/2021, within the estimated window outlined in the agreement between the customer and the company. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.
  
  

  Customer response

  12/01/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint proceed

  I did enter into a contract with National Floors Direct and did not cancel within 3 business days, but we didn't find out they would be unable to complete our project until the day of the installation, and subsequently being promised installation dates that were cancelled 4 times. The installation crew that arrived at our house indicated that they had accidentally installed our selected rugs at another residence(we had chosen ****, the other residence had chosen blue), this was confirmed by one of the National Floors Direct managers (***). In any other business or profession, this sort of mistake would clearly be the Busineses' fault. We were than told that the **** rugs we ordered were out of stock and pushed our installation to 12/8/21. 

  I feel that their error of installing our rugs at another home was not beyond their control. I am fine with them completing the project on 12/8/21, but feel like a substantial discount is warranted due to the huge inconvenience and loss of income due to missing work on scheduled installation days. My wife and I are both Nurses and do Per Diem nursing for a VNA. When we don't work, we don't get paid. Additionally, we followed their instructions to empty out the rooms, and have had a large portion of our home placed into 1 room. 

  
  
  Regards,

  *******

   

   

  

  Business response

  12/06/2021

  National Floors Direct cannot provide ******************** any refund at this time. The customer entered into a written agreement with National Floors Direct with a 3 day cancellation period that has since expired. The merchandise on order labeled incorrectly by the manufacturer and loaded to a different installation team on the schedule installation date. This is an issue beyond our control. The installation is currently dated for 12/08/2021, within the estimated window outlined in the agreement between the customer and the company. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On November 7, 2021 a representative from National Floors Direct, ************************* came to our home to provide us with a consultation for the purchase of new fully hardwood floors. We specifically informed ************** that we already have real and full hardwood floors and wanted new full hardwood floors installed. ************** guaranteed thats what the company will install. He asked for half the down payment by check and the other half would be financed once the job was completed. The company cashed the check quickly, then charged our finance card 6 days before the installation date. On Nov 22nd, the workers showed up with plywood/compressed wood. We immediately rejected the installation of this material, which did not comply with our agreement or the contract. We immediately contacted the company to inform them they did not provide their installers with the correct flooring. The company stated they complied with the contract. No where in the contract does it state the flooring would consist of plywood or compressed wood, nor did ***** ever mention or show us such material. The company representative continued to represent they did nothing wrong and refused to cure the defect, so we demanded a full refund of our money. To date, the company has stated they are not refunding any amount, and even charged us a restocking fee. Both ************** and the company have engaged in deceptive marketing practices, and high-pressure sales tactics by which they enticed us to purchase rush installation of new flooring, even going so far as to having us execute a waiver of our right to cancel the contract. ***** and the company secured a hefty down-payment for the rush installation guaranteed installation date, and manipulated us into signing an adhesion contract on a small electronic tablet, directing us to copy, by hand, the text of a pre-drafted document waiving a 3 day cancellation in exchange for quicker installation. This is outrageous! We want a full refund

  

  Business response

  11/24/2021

  National Floors Direct cannot provide ****************** any refund at this time. The customer entered into a written agreement with National Floors Direct waiving the right to cancellation in consideration of an expedited installation. As expressly outlined in the written agreement between the customer and **********************, the customer purchased the EXACT MOHAWK HARDWOOD FLOORING PRODUCT THAT WAS DELIVERED BY NATIONAL FLOORS DIRECT, "Mohawk Select Grade Pre-Finished Premium Hardwood 5" by Varied Length by 3/8" Thick Enhanced Engineered Construction." There is absolutely no room for interpretation here. The customer selected the product from a Mohawk branded sample board (the sample was produced and provided to National Floors Direct by the manufacturer of the product) with physical samples of the product on it, the customer signed a detailed and comprehensive written agreement, the agreement was instantly emailed to the customer upon execution at the email address she provided and listed therein. This complaint, its content and nature, the numerous slanderous postings on various "review" websites, and the customer's actions in general, are nothing short of completely baseless and outrageous. The company has acted in good faith and in a manner consistent with the content of the written agreement. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.
  
  

  Customer response

  12/01/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,.

  *******

   

  The response offered by the company is further evidence of the companys direct violation of the Unfair Trade Act, as well at the Consumer Protection Laws.  The Unfair Trade Act is clear and makes it unlawful for the company to engage in deceptive and fraudulent acts, which cause injury.  ** General Business Laws also protects consumers from deceptive practices.  In this case, the company was deceptive by misrepresenting the type and quality of material it intended on installing.  In fact, in the Companys own response, it conveniently ignored the fact that they never used the terms (orally/written) laminate floors, compressed wood, or plywood. As to the so called waiver of cancellation, as well as the so called contract, that clearly qualifies as fraud in the inducement, as courts have made it clear that an agreement is voidable when a company tricks person into signing a document to that persons disadvantage by using fraudulent statements and misrepresentations.  The entire transaction was an intentional and deceptive act.  This company has essentially stolen $20,000 from us, by using unfair and deceptive trade practices.  The company has incurred no labor or loss of material and still refuses to return our money in full.  As defined by law, this is clearly unjust enrichment.  Their deceptive practices are well laid out in the many lawsuits the company is currently facing, including a class action lawsuit.  The ************************ has also fined this company for engaging in unlawful practices.  
  

  Even more compelling, we also have whistle blower company employees who can attest to the companys ongoing issues with customers, due to their deceptive practices.  

  The companys boiler plate copy and paste template response is clearly a response they use consistently and is far from a representation of good faith, as they ridiculously suggested in their response.  This company is saturated with exact complaints, as can be found on sites and have been filed on, including but not limited to the BBB, *********************************** Instagram, etc.   

  We want a full refund immediately!  Injunctions are inevitable and this company must be shut down. 

   

   

   

  

  Business response

  12/06/2021

  ********************** slanderous and unsubstantiated rant notwithstanding, the company delivered 100% - without any room whatsoever for interpretation - the exact product listed on the purchase order agreement between the National Floors Direct and the customer. The company has all measures of evidence to support this position. The customers allegations are baseless and without any truth whatsoever.

  National Floors Direct cannot provide ****************** any refund at this time. The customer entered into a written agreement with National Floors Direct waiving the right to cancellation in consideration of an expedited installation. As expressly outlined in the written agreement between the customer and **********************, the customer purchased the EXACT MOHAWK HARDWOOD FLOORING PRODUCT THAT WAS DELIVERED BY NATIONAL FLOORS DIRECT, "Mohawk Select Grade Pre-Finished Premium Hardwood 5" by Varied Length by 3/8" Thick Enhanced Engineered Construction." There is absolutely no room for interpretation here. The customer selected the product from a Mohawk branded sample board (the sample was produced and provided to National Floors Direct by the manufacturer of the product) with physical samples of the product on it, the customer signed a detailed and comprehensive written agreement, the agreement was instantly emailed to the customer upon execution at the email address she provided and listed therein. This complaint, its content and nature, the numerous slanderous postings on various "review" websites, and the customer's actions in general, are nothing short of completely baseless and outrageous. The company has acted in good faith and in a manner consistent with the content of the written agreement. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed a contract with National Floors Direct on November 16 for a floor installation and gave a $1,080 refundable deposit. I sent a notice of cancellation by certified mail the afternoon of November 19, within the 3-day buyer’s remorse period. The company made a mistake - instead of writing the date of 11/19 as the deadline for contract cancellation, they wrote 11/18 on the form. The laws protect a customer’s right to change his mind for any reason within 3 days of contract signing. I am having difficulty getting my refund back and I am requesting Better Business Bureau to help me.

  

  Business response

  11/24/2021

  National Floors Direct has already processed ************************ order for cancellation and refund. The customer unilaterally decided on 11/19 that she needed a new sub-floor prior to installation. The company offered to send an installation team or senior sales rep to her home to confirm the condition of the substrate in the installation space. The order is canceled. The company has been here multiple times to evaluate the same installation space over the past several years. The customer is not serious about completing this work. The company will refuse service if she contacts us again.

  Customer response

  11/24/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

  National Floor Directs statement is false and I find it derogatory to my character.  I was very clear from the beginning that the subfloor was an integral part of my flooring requirement. I made that very clear to the sales person who came to my home and I impressed on that further through follow-up emails, copies of which I can provided if requested. 
  
  
  I signed the contract based on representations made by National Floor Direct through its sales person that the installation will include the subfloor and the top floor. I was told I was getting the best price if I signed that day and a deposit is required. I asked the sales person directly if my deposit is refundable. He responded it is within three days of contract date. I was happy to schedule the installation for mid January. I wanted it earlier but we are also replacing the kitchen cabinets. Before the flooring is installed, the cabinets should be put in its place first. 
  
  
  Only later did I get the chance to read this on the contract: that additional costs may be involved after the subfloor condition is assessed. I thought the ***** price included subfloor and top floor.
  
  
  I contacted the sales person to express my concern. I said what if National Floor Direct does increase the contract cost for the subfloor and I dont have the budget for it? The unknown was critical to the completion of the project. If I cannot afford the additional cost, we wont be able to change the subfloor and we wont be able to install the top floor because it would not be beneficial to us to put a top floor over a subfloor that is not in good condition. Then what happens to my deposit then? At that point it would be past the refund date. 
  
  
  My sales person suggested I write the manager about my concerns. A person named **** called me. He was professional and helpful. I explained my concern, after which I informed him that I realized we need time to assess the subfloor first so I have a better foundation for a decision. The unknown - the possible additional cost for the subfloor -was the biggest issue. So assessing the floor prior to making the decision was the right move. I told **** I made the decision to cancel the contract and schedule another appointment, this time with a floor specialist who can look at the subfloor and give me a firm estimate of what needs to get done. It was the reasonable first step that should have been done first.  I then mailed the cancel document certified. 
  
  
  Then another person called, someone who represented himself as manager at National Floor Direct. I can say that this is the point when I lost confidence in National Floor Direct. We spoke about scheduling the appointment for a flooring specialist to assess the floor. I gave him the date that we can accommodate. And then I asked him about my deposit. I explained to him that I had three days to cancel and get my money back. I pointed out to him that the contract date is 11/16 and that there appears to be a mistake on the contract. The company wrote midnight of 11/18 was the deadline date for refund when it should say 11/19. Contract date plus 3 days buyers remorse law means 11/19, and I sent my cancellation notice 11/19. He seemed to be skirting my question. I repeatedly asked him to address it because that deposit is part of my flooring budget and its important that it is refunded, as per the law. He kept insisting that Im working with a contract and thats what it says. I reminded him that buyers remorse is 3 business days and then he said something that I found ridiculous and misleading: that the 3 -day count begins on the date of the contract - meaning 11/16 counts as day 1 so basically I canceled past the refund date. That was misleading and incorrect. 
  
  
  It was a very trying and disappointing phone conversation. I I have a health condition and I must have exerted myself too much that I got sick that evening. I had a previously-scheduled appointment with my cardiologist and I told him about feeling ill the night before. I believe the extremely trying situation with this company contributed greatly to it. 
  
  
  I contacted National Floor Direct for a flooring project with goodwill and the intention to see it through, trusting in their representation of professional and honest customer service. I was disappointed. But I do not deserve to be refused service by exerting my rights as the law provides. 
  
  
  I must also point out that, with National Directs error on the contract (cancel date of 11/18 written on it instead of 11/19) does that not void the contract from the start? 
  
  
  I take this opportunity to thank the sales person who took the time to meet with me. While many things did not work out, ***** did his best to assist. 
  
  
  I ask National Floor Direct for an apology for the assertions they made on their letter. It is wholly unfair and derogatory to me. 
  
  
  Sincerely,
  
  
  ******** Chamorro 

   

   

  

  Business response

  12/01/2021

  THIS ORDER IS CANCELED - WE CANNOT DO BUSINESS WITH THIS PERSON - THE **** THAT THIS PERSON IS COMPLAINING TO BBB IS COMPLETELY OUTRAGEOUS. 

  Customer response

  12/02/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

  Better Business Bureau is a resource that is available to individuals and companies seeking to resolve business-related issues. I contacted them because I felt I needed their assistance in getting my deposit back from National Floors Direct. I signed a flooring contract on Nov 16. I had 3 business days to cancel with right of full refund. Three business days from contract date is Nov 19. This date was acknowledged by **** (of National Floors Direct) during our phone conversation in the afternoon of November 19 as I prepared the cancellation document for mailing. I told him that I was concerned about the possible additional cost for the subfloor and I decided to cancel but planned to re-schedule an appointment with National Floor Directs specialist to assess the condition of the subfloor and give me a more firm idea of cost. When I signed the contract I thought the total cost was for both top floor and subfloor, but I understood later that there could be additional costs to the subfloor that was yet undetermined and that we will not know until the floor work is started. I could not accept that condition. I had limited budget and what if the add-on is more than I can afford to fund? We obviously cannot have a half-finished work. That was essentially the core of my phone conversation with **** that day, whose assistance I really appreciated. So I decided I needed to cancel. **** said if I wanted to cancel, I would need to send my cancellation form no later than that day, Nov 19, as it should be received by the company postmarked that day. I mailed the cancellation form, certified, about an hour after hanging up with ****.
  
  The issue started when National Floors Direct insisted that refund period ended midnight of November 18. I brought this up with the salesperson, *****, who acknowledged that the date was written on the contract in error.
  
  I sense anger in National Floors Directs responses which I am uncomfortable with. I am merely a customer trying to get my refund back. I appeal to your professionalism and kind assistance in maintaining goodwill as we resolve this issue. I am not seeking to do business with your company at this point. I am asking for what is within my rights. As soon as you refund my deposit in full, we can close this file.
  
  Thank you for your assistance and goodwill.
  
  Best wishes for the Season.

   

   

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please help in resolving my issue w/ National Floors Direct - my $500.00 down payment needs to be refunded. Services were not provided, order was not complete & they haven't resolved the issue or contact me back.On 11/5/21 ********************* (sales rep) came to my house & provided an estimate for new carpet in 2 rooms. I informed him I have another vendor coming to do an estimate so I would let them know. **** informed me National Floors will price match & he can guarantee an 11/19/21 install date if I paid the down payment today. I went ahead & provided my debit card to **** but he stated National Floors does not accept credit cards, only cash or checks. I didn't have either so his mngr informed him I can Zelle the money. (I have attached a copy of the Zelle conf **** asked me to email him.) ********** provided me with an estimate ~$200 less so on 11/15/21 I called National Floors & the ** rep informed me the sales rep has to call me b/c they are the ones to handle price matches. On 11/16/21 I called again b/c no one contacted ****** was informed I had to email the "sales and offers" my ********** estimate, I sent the email the same day. On 11/17/21 I still didn't receive a response & called again was told they would get back to me. On 11/18/21 I still didn't receive a response & called again & was informed my issue was escalated to a supervisor. By 11/19/21 I was so upset & called for the 5th day in a row regarding my price match & it was also the day of install so I needed a solution - the sales mngr told me what I sent from ********** wasn't sufficient. 11/19/21 day of install: I was provided with a window of ****pm, the installer came after 5pm. The installer did not have the correct transition material, nor enough carpet to complete the work. ** rep was on the phone & said they will work on ordering material & get back to us. On 11/20/21 I had to call again & was informed they would call back on Monday, I said I wanted my $500 returned and they refused.

  

  Business response

  11/24/2021

  National Floors Direct offered **************** a full refund of her deposit and cancellation of this order prior to receipt of this complaint. The order has been canceled.

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