Complaints

This profile includes complaints for National Floors Direct, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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National Floors Direct, Inc. has 13 locations, listed below.

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  National Floors Direct, Inc.

  100 Messina Dr Braintree, MA 02184-6707

• 

  National Floors Direct

  9242 Hampton Overlook Capitol Heights, MD 20743-3850

  
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  National Floors Direct

  22 Greeley St Merrimack, NH 03054-4429

  
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  National Floors Direct

  262 Quarry Rd Milford, CT 06460-8504

  
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  National Floors Direct

  1922 45th St Ste A Astoria, NY 11105-1136

  

The 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:08/15/2022

  Type:Service or Repair Issues
  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.

  Repairs are needed on newly installed floor

  Business Response

  Date: 08/16/2022

  National Floors Direct cannot offer ****************** free installation services outside of the warranty period. The written installation warranty for the services provided by our company are outlined in the written purchase order agreement between the customer and ********************** and in the installation completion certificate, a copy of which was left for the customer at the completion of their installation. If service to the installation is needed, and it's one that the company is capable of providing, we will need to be paid for our work.  

• Initial Complaint

  Date:08/13/2022

  Type:Service or Repair Issues
  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.

  Vinyl floorings needed to be installed on 6/30. They came in and started the installation but never completed it. The installers kept in postponing the date and kept postponing. Then the installers began to ignore the phone calls, spoke with customers service and they said they have a completion form for the work. We floors were never put in the hallway and laundry room, there are no floors in the kitchen, they never placed the baseboards, the garage is full of the cut vinyl tiles. I sent the pictures to customers service but they keep telling me that they have a paper from the installers that it shows the work completed. I do not want anything, all I want is the floors to be completed.

  Business Response

  Date: 08/15/2022

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

  Customer Answer

  Date: 08/15/2022

  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.]

  The work has not been completed. We are not asking for additional material. We are asking for the work that was agreed upon on the contract to be completed. This is a breach of contract. We request a regional manager to inspect our home to see the work that has been done. From what I hear they have a paper from the installers that shows complete. This is false documentation and illegal. I am asking to complete the work that has been paid in full and asking for one of the managers to come and personally inspect the home. 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: 08/18/2022

  Unfotunately this customer's story is COMPLETELY UNTRUE. ********************** installed the job 100% as contracted. See attached photos of the completed installatoin. Subsequent to the completion of the project, the customer or her agent removed all of the perimeter wall moldings from the job and large areas of the flooring. In doing so - as expressly stated in the written agreement between the customer and the company - she has voided the company's installation service warranty as well as the manufactuer's warranty. 

  In the NICEST possible terms, this person is a scam artist. She is attempting to abuse the BBB complaint process to defame National Floors Direct and extort money, installaton services, and free materials from the company.

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  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.

  Floor was installed on 12/29/22. Now less than eight months later the floor tile is ripping, shredding in three diffrent spots on the floor.Company refuses to replace the three broken/shredded tiles. I was told I would have to pay for a full box of tiles, plus labor and service fees. Unacceptable that eight months later the floor is already falling apart. **************** rep. was ****, dismissive and would not let me speak to a manager.

  Business Response

  Date: 08/15/2022

  National Floors Direct cannot offer ********** free installation services outside of the warranty period. The written installation warranty for the services provided by our company are outlined in the written purchase order agreement between the customer and ********************** and in the installation completion certificate, a copy of which was left for the customer at the completion of their installation. If service to the installation is needed, and it's one that the company is capable of providing, we will need to be paid for our work.  

  Customer Answer

  Date: 08/15/2022

  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. 

   

  Floor tiling should not be falling apart eight months after installation, either the product is defective or the product was not installed correctly.  I have had the same type of flooring installed by Empire Flooring and have had it for 5+ years without so much as a scratch on the floor.   It is completely unacceptable to be told by a business that a product they sold and installed, and does not meet standards is now my responsibility to replace.  As a company you should stand by the product you sell, if it is defective or does not meet standards it should be replaced at no cost to the customer that is how you ensure not only repeat business but excellent customer service.  These things bring value to a brand and customer loyalty, something your company appears not to care about.  
  
  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,

  Abc

   

   

  Business Response

  Date: 08/18/2022

  National Floors Direct cannot offer ********** free installation services outside of the warranty period. The written installation warranty for the services provided by our company are outlined in the written purchase order agreement between the customer and ********************** and in the installation completion certificate, a copy of which was left for the customer at the completion of their installation. If service to the installation is needed, and it's one that the company is capable of providing, we will need to be paid for our work.  

  Customer Answer

  Date: 08/18/2022

  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. 

  Well I can see much thought was given to my previous email, as they literally copied and pasted the original response into this email.  Again, I reiterate that the product is defective, they used cheap materials or the installation was not completed correctly, because there is no way the floor is ripping, coming ** in three different spots without this product being defective.   

   

  As a company I continue to reiterate that you should stand behind your product and if it is cheap or poor materials were used for the original installation it should be replaced and fixed at no cost to the customer as it has only been eight months since the installation.

   

  Poor customer service representatives, rude not helpful.  And from this response I can see that they literally copied the response from the original message into this one.  Maybe at this point it might be time to seek council and litigation.
  

   

  Regards,

  **************

  
  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,

  Abc

   

   

• Initial Complaint

  Date:08/07/2022

  Type:Service or Repair Issues
  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 met with a National floors direct sales representative 2 weeks ago. She showed me samples of flooring and eventually sold me a product. On the day of the sale I was made to give over ******* for a deposit. I also had to give up my rights to cancel within 3 days. On Aug 4th 2022 the installers arrived to my home. They said I had to give the remaining balance upfront. That was over ******. So at this point I had now given them ****** of non refundable money. I was surprised with how aggressive the installer was and even nervous. He opened one of the boxes with product and I was upset and confused. It looked nothing like I was told I was paying for. It was paper thin and cheap. I didnt know what to do. Then the installer wanted another *******. National floor representative said I had to give it to him for sub flooring which I thought I had paid for. I was completely trapped. As they were ready to leave and I would be out ******.00. They made me go to the bank before they would work. Then when I told the representative the product was not the same as I was shown and told, she interrupted me and said I signed the contract. She repeated that until I finally said ok. Then the installers broke my fireplace and said they didnt. He was very aggressive and I was now scared of this man. I knew at this point I had been taken and my money was gone. My floors make awful sounds walking on them and they just look cheap. After spending ********* for what I thought was a high end product I am upset and left without a clue of what to do. I have to pay for my fireplace to be fixed and I dont know what I can do about the floors. I would like a refund or new floors. I also bought an extra box of the wood but I never received that. I also paid for transitional trim which I never received. I had to go to ********** and buy my own trim for the stairs which I was told would be included. They also left nails sticking out of the floors which is dangerous for my children.

  Business Response

  Date: 08/10/2022

  National Floors Direct cannot offer **************** any refund or a flooring replacement at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty. If there are issues with the installation, the company can initiate an installation warranty service for the customer but we cannot just replace the floor or issue any refund. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer.
  
  

  Customer Answer

  Date: 08/12/2022

  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.
  
  I have spoken to a representative at National floors Direct and informed them of all the problems with the floors. The stairs were glued on and all I can hear when walking on them is the crackling of dry glue. I need the stairs to be replaced. I also have been waiting to hear a response on the damaged fireplace. I want it fixed. It sounds like the company is unwilling to work with me on the product dissatisfaction. I am likely stuck with it. As I come to terms that I am stuck with this product and out of $17,500 I would like the stairs replaced and installed as contract stated and fireplace fixed. I also never received trim or the extra box I purchased. I should receive a refund on those items. 
  

  
  
  Regards,

  *************************

  ******

   

   

  Business Response

  Date: 08/18/2022

  As stated previously, "National Floors Direct cannot offer **************** any refund or a flooring replacement at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty. If there are issues with the installation, the company can initiate an installation warranty service for the customer but we cannot just replace the floor or issue any refund. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer."

  Further, we cannot "exchange" the flooring that was custom-cut and installed throughout the customer's home.