ComplaintsforNational Floors Direct, Inc.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The estimator had to make two visits to quote a single room carpet replacement due to his errors. The company rescheduled the initial install. The contractor doing the install showed up demanding payment in cash in advance after taking our check for deposit. The customer service representative said that I would have to forfeit my deposit if I did not comply. The quality of both the carpet and padding is poor. The installer spoke of constant issues due to poor customer service and dissatisfaction.I am now seeking another service provider to remove the carpet and install new.

  

  Business response

  07/10/2024

  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

  07/10/2024

  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

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted national floors direct to put in a new laminate floor and carpet. The sub contractor,came and installed part of the floor. Some of the materials were missing.National floors direct instructed the sub to go to ********** for extra materials. He refused. Left the job unfinished and it was 2 weeks later that another sunburn contractor came back to finish the job.Next week , they came to put the carpet in. They nicked 3 walls . The nails used in the carpet you can feel. I wanted them to come repair the walls. They refused. I wanted the carpet fixed because there were lumps in the carpet. Also the nail you could feel. Nope they said not their problem.I want people to know what a shysty business this is and not to use them. They advertise one day installation. What a joke.

  

  Business response

  07/01/2024

  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

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 22 2024 the carpet installed on my stairs was improperly installed. They are tacks sticking out injury my feet I can't even walk up the stairs had to put tape to show row of tacks to not step by and no padding on nose of stairs and missing padding in lots of places. Shedding strips heavily. Padding should have been put on the tacks or no tacks at all so they don't injure. It's been frustrating and unacceptable the 30 years old carpet was better. I need it fixed properly or it replaced or refund to get fixed so I can live in my house in peace.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contracted with National Floors Direct in the middle of 2022 and put down a $2,000 deposit. Because of family medical issues, I did not contact NFD nor did I hear anything else from them.I called NFD several times over the past two weeks at ************. When selecting customer service, the phone would ring incessantly without an answer or other option to leave a message.When I did get through to a rep, he directed me to send an email to the company at ******************************* I've done that twice without a reply.

  

  Business response

  07/01/2024

  ************** entered into a written agreement with National Floors Direct over 2 years ago that expressly states the duration of any company credit would be no longer than 180 days after the execution of the agreement. National Floors Direct incurred substantial costs in attempting to deliver this order within the time period specified in the agreement. The company is trying to work with ************** even though we have no obligation to do so and he abandoned the materials the company purchased on his behalf 2 years ago.

  Customer response

  07/01/2024

  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. 

  #1 - I was not made aware of any 180 day "credit" after execution of the contract.  Further, I paid a deposit; it was not a "credit" from NFD.  No date was set for install nor did NFD make any attempt to contact me to install the flooring.  Thus, NFD claim that they incurred "substantial costs" to execute the agreement is false on its face.

  #2 - I was promised a copy of agreement but never received one.

  #3 - I have received a response from an anonymous member of NFD - their name, title or contact information has not been provided.

  # 4 - I'm willing work with NFD to apply the deposit as originally "contracted" or with an new job.  If that is not acceptable to NFD, they can deliver the materials they allegedly procurred and delivery same to home.

  
  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

  07/10/2024

  The company is scheduled to return to ****************** home on 07/11 to try to resolve this issue.

  **

  ************** entered into a written agreement with National Floors Direct over 2 years ago that expressly states the duration of any company credit would be no longer than 180 days after the execution of the agreement. National Floors Direct incurred substantial costs in attempting to deliver this order within the time period specified in the agreement. The company is trying to work with ************** even though we have no obligation to do so and he abandoned the materials the company purchased on his behalf 2 years ago.

  Customer response

  07/12/2024

  [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 does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  National floors were directly installed on June 11, 2024. Per the contract, all furniture should be removed from the work area. I followed the requirements except for a large dresser. National Floors Direct knew this dresser and reassured me this would not be a problem . The workers moved the dresser and broke the mirror attached to the furniture. The size of the mirror is 35 inches, in length and 31 inches in width. My request is to replace the mirror. The complaint was filed with the company, and they denied responsibility. I would appreciate your contact with National Floors Direct to address my concern.Thank You, *********************

  

  Business response

  06/29/2024

  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

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Monday June 10 we had an in home appointment with National Floors Direct for installation of Mohawk waterproof vinyl flooring in our kitchen, den, and dining rooms. There were a couple of things that seemed a little odd with the salesman's approach. One being their clam to have a 60% off promotion which would have meant based on the initial quoted price the floor would have cost upwards $28,000 before the discount. Then the salesman made you sign a statement that you waive your 3 day cancelation rights to get it installed in a week, even though they advertise next day installation. During the review of the installation the salesman indicated what was included, in particular he stated that in the kitchen the would fill the grout lines with thinset cement to level the floor. When the installer showed up on Monday 6/17 he indicated that he would need to fill the grout lines with thinset cement and it wasn't included. I advised him it was and he stated it wasn't on the paperwork. After several hours back and forth with National Floors Direct customer service they said it doesn't matter what the salesman said was included, what matters is what he wrote on the contract that you sign, and that's why you get a copy. Told them that they never gave me a copy before signing it and after I had to download and print my own copy. They charged me an additional $1000 which I had to pay cash to the installer to have the floor installed.

  

  Business response

  06/20/2024

  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. We cannot offer any refund or billing adjustment at this time. We need to be paid for our work.
  
  

  Customer response

  06/22/2024

  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. 

  Correct, as indicated the floor was installed to industry standards which would included leveling the grout lines with thin set cement as the salesman  ************************* clearly stated would be done in order to install the over the portion of the floor that was tile.  Also on Wednesday morning June 19, 2024 at 11:06 am the salesman ************************* returned my missed call upon his return from vacation in **********.  I explained how they said the leveling of the grout wasn't included and that they said because he didn't write it down and that they charged me $1000 extra.  ****** stated that the was not right and couldn't believe they said that, and he was going to call his manager, and that he isn't like that and stands by his word and would refund me the money himself if he had to.  He also stated he would get back to me by the end of the day, which he did not and has not picked up my phone calls since.  Also the sub contractor saw this as an opportunity to make more on this job and claimed he need 7 bags of thin set and needed to remove 18 square feet of tile.  He literally removed 1 12" x 12" tile and no way used 7 bags of thin set.  I have security cameras and the thin set he used fit in a 2 1/2 gallon red pale.  It obvious being my wife was the one at home they took advantage of her lack of construction knowledge.  7 bags of thin set is enough to cove over 600 square feet to lay tile, the area of this installation with tile that needed the shallow grout lines leveled was 240 square feet and level the grout lines would require 1 bag of thin set, 1 1/2 bags at best.  I have no problem paying the agreed upon price for the material and method of installation I was advised I was getting by the salesman.  I do have a problem when the company doesn't stand by what their salesman stated I am getting for the quoted price and their sub contractor leveraging to get additional compensation for the job, and charging me an additional $1000 cash be for they would start the installation.

   
  
  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

  07/09/2024

  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 or billing adjustment at this time. We need to be paid for our work.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I signed a contract to install floors on 6/10/24 and was asked to pay the full amount upfront in cash, which I did, with National Floors Direct. I felt pressured to sign the contract and provide payment. I immediately submitted the required paperwork to cancel the contract without any penalty or obligation, within 3 business days of the date, and have tracking information that it was received by the company within the timeframe required. It was required by midnight 6/13/2024 and was signed and received 6/12/24 1:31 pm by **************. I have tried contacting the company on multiple occasions to confirm the refund and am either being put on hold, told I would receive a call back or disconnected. I would like help facilitating my refund as I cancelled the contract within the obligated timeframe.Buyer:***************** ******************** PO number with National Floors Direct is TX ***** Company:National Floors Direct ******************************************************************************************************** ************

  

  Business response

  06/20/2024

  If ************** submitted a timely written notice if cancellation the order will be canceled and her deposit will be refunded in a timely manner consistent with the language in the written agreement between the customer and **********************.

  Customer response

  06/21/2024

  [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 does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 25, 2024 I contracted National Floors Direct to install a wooden floor in the living ************** of my home.On the first day of the job while they were pulling up the old flooring they gouged the kitchen cabinets and broke the clock. Additionally, job was estimated incorrectly and did not have enough material to finish job so they had to come back with additional material.I have contacted company at least 15 to 20 items regarding the damages but to this date no response. Have provided documents pictures etc. a number of times. Total job was approximately $7000.00. They sub-contracted the labor and it was the sub-contractor that caused the damage but the company is not taking responsibility.I want all the damage repaired ...

  

  Business response

  06/20/2024

  The company has acknowledged the damage issue in ****************** home. The customer submitted a quote to address the damage and was supposed to submit a second opinion but has yet to do so. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer but the customer needs to do the same.

  Customer response

  06/24/2024

  [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 does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

  Customer response

  07/02/2024

  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. 

  I am writing to advise that National Floors Direct is still not cooperating to rectify the damage.
  Have called several times requesting a call back but no one calls. They keep claiming that they did not receive the estimates o have received for the repair
  I have emailed both estimates a number of times.
  I will send by separate cover to you.
  Please assist 
  Thank you. 

  

  Business response

  07/09/2024

  The company has acknowledged the damage issue in ****************** home. The customer submitted a quote to address the damage and was supposed to submit a second opinion but has yet to do so. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer but the customer needs to do the same.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of the transaction: May 23rd, 2024 The amount of money you paid the business: $13,999 What the business committed to provide you: install luxury vinyl planks over hardwood floor with quarter round molding + 32 foot replacement of existing stair nose with matching color What is the nature of the dispute: 32 foot stair nose replacement was not done and according to the installer, cannot be done. i was misinformed by the sales associate and was charged with the associated cost. I demanded a refund of the associated cost, as well as an itemized invoice to see exactly the cost of material/labor for the 32-foot stair nose. Whether or not the business has tried to resolve the problem: I reached out multiple times to National Floors Direct demanding to speak with a manager and was told would get a callback from a manager. however, no manager has called me back in almost a week. I called again to follow up and was told a manager left a message on the request that I was not charged for the 32-foot stair nose material and labor, therefore, no refund. they also cannot provide me an itemized invoice so I am left in the dark given the contract only reflects the total cost of the job. essentially they refused to give me a refund, after the fact that I was misinformed by its sales associate, and was charged for part of a job not provided.Bottom Line: I need to see the itemized invoice and get a refund of the associated cost in material and labor for the 32-foot stair nose.

  

  Business response

  06/20/2024

  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. We cannot offer any refund at this time. We need to be paid for our work.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  National Floors Direct is the company I used to install wood flooring. The sales representative set up credit for me with ************** after I made a deposit. The work took 2 days instead of 1 as advertised. The workers came late and did a very messy job. My furniture was thrown around and materials and saw dust were all over my home. They did not use plastic to cover areas in the lower level of my house; therefore, the entire areas upstairs and downstairs were covered with sawdust and material from the carpet they removed. I had to hire someone to help me clean up the mess they made as they left each day without cleaning or at least home me clean. I am only asking for $300. of the $5,562.00 to cover cleaning cost. I also asked the company manager to send someone out to inspect the job as I noticed parts of the wood was bulking up. I was denied any remediation and the bank denied reimbursement of the $300.00

  

  Business response

  06/20/2024

  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. We cannot offer any refund or billing adjustment at this time. We need to be paid for our work.

*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. ↩