ComplaintsforNational Floors Direct, Inc.

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Initial Complaint
09/06/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Very pushy sales rep. **************** cancelation terms. **************** on the phone dishonest and misleading, impossible cancellation terms (infeasible and inconsistent timeline). Insufficient transparency about terms. Theyve deleted our contract on Docusign without our consent (it has the cancellation form we should be sending them).
Business response
09/11/2024
Ms. *********** deposit check bounced. Nartional Floors Direct has canceled their order.
Customer response
09/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response satisfies my concern in that it confirms that my order is canceled. I still want to state that, with their very pushy sales tactics, the company misrepresented services and costs during their sales pitch. They were very hard to reach when we wanted to cancel, and their customers service was quite rude over the phone.
I understand that by choosing to accept the business response that my complaint #******** will be closed as resolved.

Regards,

**************
Initial Complaint
08/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Aside from the lies they told us in regard to the installation process and professionalism involved, the main complaint is: they did not remove the baseboard from the walls during the installation, which would have been fine if the floors went all the way to the old baseboard, but it does not. And they simply attached a second layer of baseboard to the original baseboard, which looks horrible. In one spot they attached molding to a portal that was already in place, which looks weird and bad. When we tried to ask them about it, they did not speak English fluently enough for us to discuss the issue.They did a poor job cleaning up. After they left, my wife and I needed to sweep, vacuum, dust, and mop the floors. They also took the screens out of the bedroom windows so they could throw the carpets out the window instead of carrying them down the stairs. When I went outside the next morning there was a lot of debris from their cutting area and lots of carpet fibers from where they were throwing the carpet out the window from the second floor. 2 days later, the screen fell out of the window (2 stories up) and onto my wife's car. Our cat, which likes to lie on the windowsill also fell out.I sent an email to the salesman and got no response at all from him. A few days later I got a call from an operator from the company explaining why everything they did was as it should be, even though she had no direct knowledge of the email and pictures that I had sent in. I explained to her that if she had no knowledge of the situation, it was pointless to discuss with her.I called the customer service line, and they told me to send my complaint to their email address, which I did. I got a call from an operator (it might have been the same person) with the same response. She had no knowledge of my complaint, just the canned response she had before. When I repeated that her having no knowledge of the complaint was unhelpful, she replied, Managers dont talk to the public.
Business response
08/28/2024
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time. We need to be paid for our work.
Initial Complaint
08/24/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On August 2024 I had laminate floors installed throughout my home. I called customer service on a recorded line twice to verify what the salesman told me that my ceramic tiles would not be taken up with a power tool. I had new walls and unless hand tools were going to be used I would not have the floor installed. I was guaranteed hand tool would be used and on demolition day they tried to use a power tool. I stopped them and the company said I need to pay $1800 more dollars right then so they could lay concrete to build they area up where carpet was and lay floor over the tile. The communication was terrible costing me days off work waiting on phases on installation. When the job was done the worker told me he could not remove the ceramic wall tiles in kitchen and put a baseboard there even though that was included in the job. The worst problem still exists where I have a dip in the flooring in one room. The worker did not check to make sure the self-leveling concrete did its job everywhere. There has never been an explanation after I repeatly requested by phone and email as to why I was not refunded for the money I paid to have the ceramic tile removed and they no longer needed to do so. I have zero zero confidence they will fix it because of the run around with customer service and management I have received. I am 66 and this has been tops the work home improvement company I have ever felt with.
Business response
08/28/2024
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time. We need to be paid for our work.
Initial Complaint
08/22/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Floor installed on 8-13-2024. Crew left nails in my driveway and caused a flat tire. Called the number to follow up and asked for a tire replacement. I was told to send an email. Given a bogus email address. ***************************************
Business response
08/28/2024
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time. We need to be paid for our work.
Customer response
08/28/2024
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,
*****
Initial Complaint
08/22/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The following is the email communication with National Discount Floors on July 14, 2024. As now I received no feedback or at least a confirmation they will consider my request.Re: Order # NY36900 On July 22 we entered in a contract with NFD to cover our basement with laminated tiles. The salesperson ************************* inspected and measured the basement and said nothing about the basement subfloor not being at the standards for work completion. We agreed and signed for the amount of $6,338. Yesterday, July 13, 2024 I received a call from your *** **** that sub-contractor will not do the installation without us paying another $2,200. Obviously I refused and I was asked to sign a document I void the warranty. Under duress I signed the document. Pictures submitted to your management by the contractor show just some paint peeled from the floor, nothing to justify loosing the warranty (the amount of $2,200 extra is more than one third of the price given). I request an official a letter from NFD that ******** was reinstated. If not received I will sent a similar letter to Better Business Bureau and ALL the sites where NFD work is discussed complaining about this abuse of requesting more money without having an initial disclosure. This complain was told in detail to your *** **** who called me yesterday. You can reach me my email confirming or not accepting my request. ************************* **********************
Business response
08/28/2024
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time. We need to be paid for our work.
Initial Complaint
08/12/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On July 8 National Floors Direct started installing wood flooring. Contract was signed on 6/24/24. We paid $20,000 cash for wood flooring and wood risers to be done on upstairs and stairs in our home. Its now over 30 days and the job is not completed. The ********* on the first day tried to get an additional $2000 to glue down to floors but we had already paid in full. The ********* did suboptimal work and tried placing suboptimal products on the stairs. Not wood but chalkboard. They Had not enough wood supplies. We asked for different ********* and they came twice but just to look and not finish the job. The first ********* tried coming back again and I did refuse for them to continue the job because he did not provide the wood risers but still wanted to use chalkboard which is basically cardboard! Now fighting with the company for over a month. We Can only speak with intake person and no manager but once or twice. They took our money and wont cooperate with us the customer to complete the job. Keep getting push around and telling us many different thing but how we will get our floors completed.
Business response
08/20/2024
The written agreement between **************** and National Floors Direct provides an installation service warranty. The company is scheduled to complete an installation warranty service for the customer on 08/22/2024, and has never refused this or any other customer service under the terms of the written agreement. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer.
Initial Complaint
08/08/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I spoke to a sales representative on 8/6/24 about installing a new kitchen floor. He assured me that he could do it for $1351 in a color that we picked out. He also assured me that the subfloor could be repaired. The installer came on 8/8/24 and brought the wrong color and also said that they could not move forward without me finding a contractor to fix the subfloor. I called the company and he said that they would have to install the wrong color and also would not provide a discount for not being able to fix the subfloor.
Business response
08/13/2024
National Floors Direct cannot provide ****************** any refund at this time. The customer entered into a written agreement with National Floors Direct with cancellation waiver in consideration of immeidate installation. The customer refused the installation with the installers on site and request that the order be canceled. The order was already processed and cannot be canceled at this time. 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
08/13/2024
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 Answer.
Good afternoon,
Thank you for your quick response. In reviewing your response, it contains errors as to what occurred. I did not refuse the installer. He said that he could not complete installation until the subfloor was repaired even though the document I signed specified that the subfloor would be fixed by your installers. I continually receive a document in my inbox to be signed that states that the installation will progress once the subfloor is repaired even though the initial document states that the subfloor installation is included as "customer will supply 1/2 inch plywood for small subfloor repair." The installer arrived and refused to fix the subfloor due to part of it being slightly under a cabinet. He would not finish the installation as specified within the document and by your sales agent. I would like a refund due to this project not being completed as represented by the sales agent. Again, I did not refuse the installer and that is a full misrepresentation about what occurred.
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,
*****

Business response
08/20/2024
National Floors Direct cannot provide ****************** any refund at this time. The customer entered into a written agreement with National Floors Direct with cancellation waiver in consideration of immeidate installation. The customer refused the installation with the installers on site and request that the order be canceled. The order was already processed and cannot be canceled at this time. 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
08/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In January ******* We Had a sales *** from company ( National Floors Direct) come to my home to review sample flooring and discuss installation options and plans. The field sales agent did not have a desirable product, but offered to get another potential sample. He only had a case of limited 6x 6 samples. We discussed other available colors/styles.Then proceeded to proposed installation cost and potential installation dates.We received an estimate for purchase and installation, subject to acceptance of a sample of a full size (9x 48) plank of the product. A deposit of $1,500.00 was required to lock in a product price and installation agreement. (Full quoted contract was for $12,500.)The contract specifically requires a full size sample be provided in a week. Over several months, we never received the sample. NFD customer service told us that they dont send samples. Ultimately, we said if the sample doesnt work, we would just cancel. Then upon further discussion, the sales ***resentative personally delivered a full size sample on JULY 29th, (6 months later.)That sample was not accepted, and we asked for a refund. We showed the *** a competitors product that we would accept, and he gave us assurance that he could get the product.On August 1, 2024, the *** returned to our house to get final approval for the product purchase. He requested an additional $2798 deposit for the new product due to new pricing. We provided a cashiers check for the additional amount.After leaving our house, he called back telling me that there was a mistake, and I was required to pay the entire bill, before they could proceed. ( A 100% deposit in advance!). I refused, and requested the check back , which was returned by the field service ***resentative.But he couldnt refund the original deposit.After multiple calls on the CUSTOMER Service line, I was told that I was denied because I was over the original 3 day recission period allowed in the contract.
Business response
08/13/2024
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 expired more than 7 months ago, in January 2024. The customer contacted the company in July 2024, many months after the expiration of the cancellation period to change the material on the order. The customer didn't like the payment terms requird for the company to order the materials they requested. The order cannot be canceled at this time. 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
08/14/2024
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.
The delay in response and acceptance of the *** was due to the fact *** did not comply and provide a sample of the requested *** plank material. The initial offering was subject to providing a full size sample within a seven day window. After multiple requests in February, March and April, no sample was provided. We requested via the *********************** multiple times with out response.
Finally, on July 29(!!!), six months later, we were hand delivered a sample by our Sales representative. The sample was NOT accepted, and he proposed other products, - at higher priced alternatives. With higher deposit requirements.
The Bad faith non- performance of the agreement lies with the ***, whom did not provide a sample in 7 days as per contract. Their delay resulted in the overall 7 month timeframe.
They should not benefit from their own delay, and penalize the consumer trying to make a purchase.
I ask the they make an alternative response that recognizes their own failure. Lets try to find a different solution. Somewhere there is a more appropriate response than an 100% customer penalty / loss.

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,
*******

Business response
08/20/2024
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 expired more than 7 months ago, in January 2024. The customer contacted the company in July 2024, many months after the expiration of the cancellation period to change the material on the order. The customer didn't like the payment terms requird for the company to order the materials they requested. The order cannot be canceled at this time. 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
08/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
7/31/2024 ***** new carpet scratched wood floor no no
Business response
08/13/2024
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. There are no installation related issues requiring repairs at this time,
Customer response
08/13/2024
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.

Their salesman presented us with 20 pages of a very small typed contract. He also made us handwrite some sort of statement and then sign it. Instinct told me to walk away but I didn't . Big mistake. Never in my life have I had anyone
show me a 20 page document and tell me not to worry about it. . I am 81 years old and have issues with my eyes. They indicate they are not responsible for installation damage. This damage did not occur in our bedroom. The damage
was to our hardwood floor in the living room. The installer had a small older women to assist him. They moved our dresser into the living room. While moving it back to bedroom they put a 7ft long scratch into the hardwood floor,
I **** believe their contract relieves them of the responsibility for damage done to any room in the house.

FAQ

Regards,
**********************

Business response
08/20/2024
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. There are no installation related issues requiring repairs at this time,
Initial Complaint
08/05/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Signed up with this company on August 2 2024 for carpet install August 3 as we were having an open house that Sunday and needed it done asap. paid with a deposit check of ******, company shows up late after 4pm on install day , first thing they ask for is the balance when they walk in the door odd way of doing business, anyways I proceed and go write a check just like I did for the deposit and hand it over to the installer next he hands me the check back and demands cash or a cashiers check which being a Saturday at 430 my bank was closed and no way to get that. Was never mad aware from the sales guy that the remaining balance had to be cash or a cashiers check very shady. So I call the customer service line right away and going back and forth with a rude representative stating nothing they can do because know one was there in management etc, in the mean time the installers begin ripping my carpet up while Im on the phone with customer service and all the sudden stop working and leave my carpet ripped up in the master bedroom and leave! The company knows I needed this done for open house on Sunday and leaves my home with pulling the carpet up and exposing the tack board which my daughter stepped on and caused her foot to bleed. Fast forward to Monday and talk to a manager and told him I wanted this cancelled and my deposit refunded for all the reasons mentioned above his reply was well Ill just send it to collections that I owe for the whole job. This company needs to refund my deposit as to how I was treated and be a ******************* I exhausted all efforts with them to pay them with credit card finances ******************* app when the installer arrived but was jaded by ************** and management.
Business response
08/13/2024
National Floors Direct cannot offer ********************** any refund at this time. The customer entered into a written agreement with National Floors Direct and waived the right to cancel the order in considertion of a next day installation appointment. Upon arrival of the installation team, the customer refused to provide proper payment as expressly stated in the written agreement between the customer and **********************. The customer refused installation unless ********************** amended the agreed upon payment terms specified in the agreement. The company cannot amend the payment terms of the 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.

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ComplaintsforNational Floors Direct, Inc.

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