Complaints
This profile includes complaints for National Floors Direct, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 561 total complaints in the last 3 years.
- 121 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The biggest issue is with the quality of the carpet. This was a bait and switch situation.National Floors Direct sold me on carpet that they showed me in video that was stain resistant and liquids would be on top of the carpet. carpet they installed is more absorbent than an expensive sponge. The carpet is also shredding and falling apart. The carpet seems where it was gluedtogether is an eye sore.
Business Response
Date: 09/15/2025
National Floors Direct cannot offer Mr. ******** any refund at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty.
The company has attempted to initiate an installation warranty service for the customer but he has refused installation service. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer but the customer.
Initial Complaint
Date:08/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My sister in law passed away Nov of 2024, before she had passed we had asked for quotes on flooring to help move around bed and wheelchair. She ended up passing away and we tried to cancel but they kept at it so we let them come out. We had told the gentlemen several times we wanted to think about it and he kept up after 5 hrs of talking about God and his family stating he can stay as long because=use he's not paid by hour but by the sale we asked him to once again leave. He asked if I would at least fill out app and if we decided to go with them just give him a call. He told me we could call and even see about lowering a little more than ***** we decided we did not want to go with it send him a message and thought all was done until the workers showed up at house to put in flooring we asked them to leave as we told them we did not want it. I immediately started getting calls between ***** calls a day trying to make us get flooring. Manager agreed to credit Care credit back and thought was the end until we recvd bill for over *****. We have been disputing since them. They keep saying they are trying to resolve their only resolution is to get flooring. We have been harassed yelled at and told what we are gonna do. Please help as in no way can we afford to pay what we didn't even agree to get. Please help. This has taken a toll on my marriage. As its my account but he talked my wife into running credit after I left room even after she said she wasn't wanting to have work done with out my ok. he said absolutely don't have to worryBusiness Response
Date: 09/04/2025
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 long since expired. The customer never contacted the company to cancel the order.
It was not until our installation team arrived to install the project that the customer requested cancellation. 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.
As an aside, the customer states that a personal loss of a relative is the basis upon which the company should offer a refund but the order was placed in late December of 2024, more than one full month after she says the relative passed.
Initial Complaint
Date:08/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had a kitchen floor installed Dec 2024 vinyl plank Met with the salesman was told this was the best floor for our needs. Told us it would last forever and it is the type of floor that is installed in heavily traffic facilities. When the salesperson came out I was sitting in my wheelchair he said no problem. I do not sit in it all day. They installed it and we were pleased. Recently the planks started lifting and the laminate peeling. We called numerous times finally they sent someone out from the company saying it was my wheelchair . The areas where it is lifting I do not sit. I was told *** would have to get 5 boxes of tiles and told us no charge which I have in writing. Did not hear from them after multiple calls and being bounced around I finally spoke to someone and was told it would be $550.00. I I have a disability and if my foot ever caught on one of the tiles it could cause serious injury.I tried emailing the salesman and no response. *** offers you a 25 Amazon card to review when you make a purchase. Yes the floor looked nice when we had it installed and the salesman was nice. Now this is happening after 6 months. Still no resolution.This is unacceptable for a floor costing over *****. Going into the bathroom where they installed a strip of metal that is lifting again this could be dangerous for anyone coming into my home. I called the *** and was told to contact you first. I do hope to hear from you Sincerely *** and ***** ******* Attached are photosBusiness Response
Date: 09/04/2025
National Floors Direct has authorized a one-time no-cost replacement for this customer's floor. Our customer service team has attempted to connect with the customer to confirm the details, timing, etc.Initial Complaint
Date:08/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The carpet was installed January 2025 in March I contacted them to tell them that it was already wearing and crushed they didn't even try to solve my problem they said I was not taking care of the carpet properly it was only 3 months old and I was vacuuming it every dayBusiness Response
Date: 08/19/2025
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. The customer contacted ********************** after the expiration of their installation warranty with photos of locally caused damage to the carpet.
Regardless, the company opened a warranty claim with the product manufacturer. The manufacturer's assessment was that there is locally caused damage to the carpet, likely from the customer dragging a very heavy object across the carpet. We cannot offer any refund at this time. We need to be paid for our work.
Customer Answer
Date: 08/20/2025
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.
i reject national floors direct response case number ******** they claim i dragged something heavy across the carpet this is false the original complaint was back in March ********************************************************************************************************* January ********************************************************************************************************* and out of my room .I also called **** floorings recently and was told to get an independent company to come and evaluate the carpet at my expense
Business Response
Date: 08/22/2025
Photos attached - the manufacturer of the carpet determined that this is locally caused damage to the carpet and is not covered under the warranty.
**
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. The customer contacted ********************** after the expiration of their installation warranty with photos of locally caused damage to the carpet.
Regardless, the company opened a warranty claim with the product manufacturer. The manufacturer's assessment was that there is locally caused damage to the carpet, likely from the customer dragging a very heavy object across the carpet. We cannot offer any refund at this time. We need to be paid for our work.
Customer Answer
Date: 09/08/2025
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.
an inspector came to see my carpet and i am waiting on his response
Business Response
Date: 09/14/2025
Photos attached - the manufacturer of the carpet determined that this is locally caused damage to the carpet and is not covered under the warranty.
**
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. The customer contacted ********************** after the expiration of their installation warranty with photos of locally caused damage to the carpet.Regardless, the company opened a warranty claim with the product manufacturer. The manufacturer's assessment was that there is locally caused damage to the carpet, likely from the customer dragging a very heavy object across the carpet. We cannot offer any refund at this time. We need to be paid for our work.
Initial Complaint
Date:08/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Salesman came out from national Floor Direct and told us first there would be no subcontractors they never use subcontractors. That was a lie. Next he gave us a price of $2,000 unfortunately he wanted us to send $1,000 by ***** i did big mistake. Then when the installation date came on August 12th 2025 they told me I had to pay the remaining balance of $1,000 in cash to the guy before he started i told him I would finish paying them when the job was done they insisted that they will not even send anybody out i paid the guy when he walked in the door because he would not start the job he tore up some of the floor after 2 hours and left said people would be here tomorrow. August 13th 2025 two more people showed up and they wanted more money to finish the floor. They said the salesman did not include the plywood for under the floor. Neither one of the gentlemen folk English I kept telling them to call the company.Business Response
Date: 08/19/2025
National Floors Direct completed this installation on 08/13/2025. in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company.Initial Complaint
Date:08/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/28/25 National Floor Direct came to my home to install the flooring I purchased from them. When the salesman came to my home initially, I chose "coffee house tan" ( you can see the board with the option including coffee house tan), and the salesman stated it was "very" close to my hardwood floor that I currently have in my home. Upon arrival, the lovely subcontractor showed me a sample of coffee house tan that he was installing. I was working remotely, and when I came out 45 minutes later job was complete, and the gentleman was gone, and the wrong color floor was placed. Immediately called NFD, who proceeded to tell me this was the light "coffee house tan" and refused to rectify the mistake. After some back and forth, NFD offered to put another floor but I would have to pay an additional $600.00. I am just looking to have the floor I ordered placed.Business Response
Date: 08/06/2025
National Floors Direct cannot provide Ms. ****** with a free flooring replacement or refund at this time. National Floors Direct has already completed this installation in a manner consistent with the expressly stated terms of the written agreement between the customer and the company.
As expressly outlined in the written agreement between the customer and **********************, the customer purchased the exact Mohawk flooring products that were delivered by National Floors Direct. The customer verified the accuracy of the materials prior to the installation team beginning any work on the day of installation. 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.
The company has acted in good faith in attempting to provide an at-cost replacement and in a manner consistent with the content of the written agreement but we cannot replace the floor for free. We need to be paid for our work.
Customer Answer
Date: 08/06/2025
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
I have attached photos of my floor and the color I ordered from the suppliers website, the difference is obvious . Whatever forms I signed was for the color I chose coffeehouse tan Not for any other color laminate floor so they would be null and void. I have been gracious and offered to pay the $300 that they made mandatory to fix their mistake. The only thing Im looking for is to have the wrong floor NFD placed removed and the one I ordered and paid for to be installed. I am not being unreasonable.
Thank you!!
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
Date: 08/19/2025
National Floors Direct has reached an agreement with Ms. ****** to replace her floor in consideration of a $300 payment. The agreement is attached for reference.Initial Complaint
Date:07/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had National Floors direct install flooring in my kitchen, dining room and basement. This company was recommended to me by my manager as he used them and had a great experience. The men that came were nice and did do a nice job on the floors but my newly painted and professionally cleaned home was covered in sawdust when they left. My manager said when he used them they cleaned up after they completed the job which was not the case for us. We spent a long time cleaning up after spending $800 on a cleaning service the week prior before we moved it. They also damaged my expensive dining room table when they moved it out of the room. The manager told me they are not liable for any damaged caused by them. He also told me that they ask customers to be ready for their crew prior to starting the job. Which would be acceptable if that was explained to us. We specifically told the salesperson who came to you house that we were moving in the week prior and asked if we should move any furniture. His response was no, they will move it for you and not once said they are not responsible for any damages that may occur and that we should move it ourselves. Had we known we certainly would have moved it to prevent this. After explaining all of this they still said there was nothing they could do. We are very disappointed to say the least. We did not sign any paperwork before the crew left as they could not find it. My husband found it in the basement the following day.Business Response
Date: 07/29/2025
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 Answer
Date: 07/29/2025
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.
while I understand you need to be paid for your work but I also need compensation for my dining room table that was damaged by your company. Your salesman told us we did NOT need to move the table and chairs and that the crew would do that. He did not state that the company would not be liable for any damages. Had we had known we would have simply moved the table ourselves. This is a terrible way of doing business. We just purchased our home and put a lot of money into it and your crew also dinged up walls and scraped up paint but I didnt even complain about that. They also left the house a mess. Everything was covered in sawdust! Nothing was covered or protected. I just spent $800 for a clean to come and clean the entire house. My boss used your company and he told me everything was covered and the crew cleaned afterwards and even swiffered where they worked. None of this happened when your company was at our house. At this point all we want is compensation for our dining room table that your company dinged up on both sides when moving it outside. There should have been better communication to us that they would not be liable and again we would have moved it ourselves. We didnt not sign the paperwork before the crew left either. If nothing is done is done about this we will take legal action.
Thank you
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
Date: 08/06/2025
National Floors Direct cannot provide Ms. ****** any refund at this time. The customer entered into a written agreement with National Floors Direct that expressly outlines mutually agreed upon obligations for jobsite preparation, installer performance, and furniture moving.
Regarding furniture moving & liability, the written agreement clearly outlines all expectations in writing, "ANY FURNITURE MOVED BY *** IS AT THE CUSTOMERS SOLE RISK. *** IS NOT RESPONSIBLE FOR ANY DAMAGES INCURRED. *** CANNOT BE HELD RESPONSIBLE FOR UNINTENTIONAL DAMAGE TO (OR THE EXISTING CONDITION OF) ANY PERSONAL PROPERTY INCLUDING FURNITURE, APPLIANCES AND FIXTURES OF ANY KIND."
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 Answer
Date: 08/13/2025
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 are claiming the customer is to be prepared and move all furniture however I have an email that states you will move any furniture necessary. Please provide this written contract that was signed that states you are not responsible for any damages. We never signed any paperwork once the job was completed as the crew could not find it. My husband found it the very next day.
I would also like a response regarding the mess that was left in my home after completing the work. Nothing was covered while they were working. My kitchen was covered in dust and I paid a lot of money to have my house cleaned. As I previously explained, my colleague had used and recommended your company. He said the crew vacuumed and swiffered after they finished the job. Nothing was cleaned up after the crew finished the job while they were at my residence.
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
Date:07/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/17/25, we made a contract with National Floors Direct to have flooring installed in our kitchen to be done on 7/21/25. We were told by the sales *** that the installers would arrive between 8-8:30 am which we agreed to. We got a phone call on Friday 7/18/25 confirming the appointment but were told the time would be between 8-12:00. We told the person we had been promised an 8-8:30 time, but were told there was nothing he could do but we would receive an email on the morning of installation with a more specific time. We got the email saying the time was changed to 7;30-12:00. At 1:00 we received a phone call from the installer saying he was coming. We told him not to come because he did not arrive between the scheduled time frame. He said he was going to call his boss. At 1:30 he pulled up in front of our house, sat outside in the truck until after 2:00 pm. We told both the sales *** and the customer service *** that we needed a more specific time because we had other obligations, which the sales *** agreed to. We did everything they asked us to do to p***are for the installation but they did not uphold their end of the agreement. We told them we cancelled the order due to their lack of professionalism. We also stopped payment on the deposit check we had given them in good faith. We do not want to move forward with this company as they have very poor business practices, are extremely rude and disrespectful when speaking to customers and do not keep their end of the agreement. We were threatened that they would file a suit which is why we are contacting you for documentation and to protect ourselves.Business Response
Date: 07/22/2025
Natinoal Floors Direct arrived at this customer's home yesterday to complete their installation as contracted. The customer was either not home or refused to answer the door. We cannot cancel the order 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 Answer
Date: 07/22/2025
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,********
Business Response
Date: 07/29/2025
Natinoal Floors Direct arrived at this customer's home yesterday to complete their installation as contracted. The customer was either not home or refused to answer the door. We cannot cancel the order 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 Answer
Date: 08/01/2025
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 ************************************** did not uphold their end of the agreement, were very rude on the phone and outright lied to the BBB and us as customers about what they said and did/did not do. Due to their failure to comply I do not trust them, do not want them in my house and do not believe they will do the job correctly. [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
Date:07/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Contract signed on 7/5/25, corrected contract signed on 7/12/25. Paid in cash at beginning in the amount of $6,150. Paid for flooring installation and it was a subpar job, not finished, and no signature sign off.Business Response
Date: 07/22/2025
National Floors Direct cannot offer Ms, ****** any refund at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty. The company has already initiated an installation warranty service for the customer to address any installation-related issues with her poject. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer.Customer Answer
Date: 07/22/2025
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.] National Floors Direct sent an installer out for repairs today. The list of repairs the installer was provided from National Floors Direct was not a comprehensive list of repairs needed. Installer said there was nothing more he could do other than the caulking in the bathroom and left.
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,Rachael
Business Response
Date: 07/29/2025
National Floors Direct cannot offer Ms, ****** any refund at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty. The company has already initiated an installation warranty service for the customer to address any installation-related issues with her poject. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer.Initial Complaint
Date:07/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Paid ****** for flooring and installation beginning of June 2025. Promised job to be completed on June 8th. As of today July 2 floors are still torn up with nails all over, company is unable to come up with a resolution and is not willing to refund any money. My daughter was also injured by nails left sticking up as well as damaging brand new kitchen cabinets with the attempts to cover bad work.Business Response
Date: 07/10/2025
National Floors Direct cannot offer Ms. ******* any refund at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty. The company is actively engaged with Ms. ******* and is servicing this floor in a manner consistent with the language in our installation warranty service process. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer.Customer Answer
Date: 07/10/2025
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 floor as of today 7-10 has still not been properly installed/completed. The company states they don't have the product to complete the job and has left my home unsafe for my family with no resolution.
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
Date: 07/13/2025
National Floors Direct has completed this installation and warranty service in a manner consistent with industry standards and the expressly stated language in the written agreement between the company and the customer.Customer Answer
Date: 07/14/2025
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.
After more than a month the floor is still incomplete as they say they are waiting on flooring material although we were told it would be a 1 day job. We have had contractors here more than 7 days which required missed time from work, all stating national flooring would not provide more material for the completion. Meanwhile the contractors installed brand new trim we provided but than damaged it when ripping it off the wall and trying to re secure it. Contractors also damaged brand new kitchen even after they were told not to install trim on cabinetry.
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
Date: 07/29/2025
National Floors Direct cannot offer Ms. ******* any refund at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty. The company is actively engaged with Ms. ******* and is servicing this floor in a manner consistent with the language in our installation warranty service process. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer.
**
The company ordered replacement materials to address the installation-related issue at this home. We are scheudled to return to complete the final repair / replacement service on 08/04/2025.
National Floors Direct, Inc. is BBB Accredited.
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