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.

  100 Messina Dr Braintree, MA 02184-6707

• 

  National Floors Direct, Inc.

  1582 Hart St Rahway, NJ 07065

  
• 

  National Floors Direct, Inc.

  5901 Broken Sound Pkwy NW Ste 300 Boca Raton, FL 33487-2732

• 

  National Floors Direct, Inc.

  447 W 38th St Houston, TX 77018-6603

• 

  National Floors Direct, Inc.

  4305 Pinnacle Point Dr Ste 302 Dallas, TX 75211-1412

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:09/22/2022

  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.

  On July 13, 2022, I wrote a check in the amount of $2,500.00 to National Floors Direct, Inc. for installation of a kitchen floor. National Floors Direct, Inc. committed to their Premium Package which includes laying of the entire area of the kitchen floor, installation of floor thresholds/mouldings, removal of recycled materials, and full clean-up. ** addition to the $2,500.00 paid up front, I financed a balance of $1,061.09 through *******************.Approximately a week after the initial $2,500.00 check was written, work was started on the project. Two laborers arrived at 12:30pm on the first day, and did not leave until 10:00pm. The flooring was laid poorly, many thresholds/mouldings were not installed, and the workers never returned. Furthermore, a door in the kitchen was damaged by a laborer during the work.I contacted National Floors Direct, Inc., and I was referred to their installation department, who requested pictures of the unfinished work. Pictures were sent twice, and Ive received no response to my emails. In further attempts to contact the company, I was continuously referred back to their installation department, to no avail. And, despite the work not being done, I am still being charged by ******************* for the balance of $1,061.09, and I had to take care of the some of thresholds/mouldings (to avoid sharp edges and other safety hazards) and site cleanup myself.

  Business Response

  Date: 09/27/2022

  National Floors Direct cannot provide **************** any refund at this time. The work has been completed in a manner consistent with the language in the written agreement between the customer and **********************. On **/03/2022, at the completion of the installation, the customer signed a Customer Satisfaction Checklist rating the job as excellent across 6 different categories and cerfitied that the work was completed "to [her] satisfaction and free of any defect or damages." We cannot offer any refund or free materials at this time. We need to be paid for our work.

• Initial Complaint

  Date:09/21/2022

  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.

  When the salesman was in my house (3/14/22), I sat across from him in a wheelchair & made it clear I needed a floor that could handle wheelchair use. After considerable discussion I agreed to purchase **** Premium Enhanced Waterproof LVP. He told me it was commercial grade & would have no problems with the wheelchair. Installation (floating, no glue or nails) occurred 4/14/22. We quickly discovered that one of the quarter rounds in the kitchen was nailed into air & came out when people walked near it, leaving long thin nails sticking up. Within a few months several gaps appeared between planks in the kitchen, & between two planks in the dining room. On 8/9/22 I reported the problems in writing & sent pictures. On 8/9/22 I received a Service Agreement stating "To maintain customer satisfaction, ********************** will attempt to resolve the issue with a one time repair/repair disclaimer." The repair was scheduled to occur 9/7/22. At 4:30 am that morning I received an email saying the workers would be at our house between 7:30 and noon. During this timeframe I received a message they would not be at my house until midafternoon. I almost immediately got a call saying somebody would be here earlier. A worker came by, said it looked like gaps were left near the walls during ********************* shifted over the couple of months since installation. Because no extra materials were left at our house on the day of installation material would need to be ordered. He said it was not worth fixing the quarter round problem because it would just be pulled out when the repairs were done. He took measurements, said it often takes a couple weeks to get materials & left. I never received a call about materials. I started getting harassed to complete a customer satisfaction survey about 9/7 installation, was told the gaps were caused by the wheelchair and I would have to pay $1800+ for repairs. No repairs were done. I refused to sign the survey--the questions aren't applicable.

  Business Response

  Date: 09/27/2022

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

  Customer Answer

  Date: 09/27/2022

  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. 

  [As shown in the pictures gaps between planks are obvious. National Floors claims this is because of wheelchair use. I was sitting in a wheelchair when I met with the salesman. He promised me there would be no problem with wheelchair use on this floor. He said it is commercial grade flooring. I consulted with a local floor company owner. He said if the floor had been glued, as it is when used commercially, and not in private homes, it would have been fine. Somebody at the business has provided me with incorrect information. The salesperson knew I was in a wheelchair. Was that not communicated to installers?  Installers saw me sitting in the wheelchair.  Were they not knowledgeable enough to know it should have been glued? Am I, as the consumer supposed to be an expert in floor installation? That is what I thought I was paying the business for. I do not accept the response of the business. I do not believe they are working with me fairly. They are certainly not attempting to carry out their promises that this flooring would be acceptable/appropriate for wheelchair use.]

  
  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: 10/04/2022

  National Floors Direct cannot provide ********************** any refund at this time. The work has been completed in a manner consistent with the language in the written agreement between the customer and **********************. As indicated in the service agreement sent by the customer, the company has already provided free installation service outside the scope of the installation service warranty agreement. The company cannot offer any additional service at this time.

  Customer Answer

  Date: 10/04/2022

  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. 

  [Please note that you have a serious misunderstanding, as indicated in your statement "As indicated in the service agreement sent by the customer, the company has already provided free installation service outside the scope of the installation service warranty agreement." *********** said in writing--the copy was provided to you--that they would provide this service outside the warranty agreement based on the pictures I sent.  They never provided it! That is what I am objecting to!  None of those problems shown in the pictures have been addressed. A representative showed up, asked me if I had any leftover materials --I did not. He took measurements, said materials would be ordered and somebody would call me when they came in.  That's it! Nothing has been done that was agreed to in that signed service agreement from National Floors Direct!  Nothing!]
  
  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:09/21/2022

  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.

  Everything started well. My husband and I chose a carpet and agreed on a price with the in home salesman. We were very happy, personally, with the installers. They were polite and seemed to work efficiently. We did not watch every minute of the installation and I had to leave prior to its completion to pick up my daughter. My husband stayed at the house.When I came back in the evening, I was thrilled with how ithe carpet looked. I was walking around on the floor in my socks and started to feel bumps. At first my family thought I was crazy, until they all started to feel them. I called National Floors Direct and a gentleman gave me a reference number and an email address to send pics and my issue. I obviously had no pics to send because whatever is going on, is happening under the carpet. 36 hrs went by with no response. When I called back, I spoke to ********* who was rude and siad she couldnt do anything unless I sent pics. Even though I explained over and over again that there are no pics to send. So, her suggestion was then for me to send video ?????. After going a few rounds, I asked to speak with someone else. To my surprise, ********* is the ONLY person in all of NFD, that anyone can talk to!! She refused to give me a manager.Needless to say, I continue to have bumps under my carpet, I spent over $2000 and am now being told nobody will even come out to look at the issue. Very upset!!

  Business Response

  Date: 09/27/2022

  National Floors Direct is scheduled to complete a post-installation service call for ******************** on 10/08/2022 in a manner consistent with the languauge in the customer's written installation service warranty. The company  remains ready, willing, and able to fulfill its post-installation obligations to this customer.

• Initial Complaint

  Date:09/17/2022

  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.

  On August 22,2022 I paid a deposit in the amount of $4,300 for flooring installation. I live in a high rise building in *****. I was told that the quote they provided was only good that day otherwise the price would be higher. We took all the measurements of my condo and picked the tile style and selected installation date. Everything was set. Two weeks later the customer service department handling my flooring stated that the **************** required sound proofing which is an additional costs of $9,000. Why was this not told to me before signing the contract and paying a deposit? They are supposed to be a professional floor installation company in south ******* and the city which they conduct business requires sound proofing, this is a fact they should have known. They took advantage of me not knowing all the required rules and materials for installation to lock me in to a contract and later come back and say I have to pay $9,000 more. And even if I cancel and forfeit my deposit, based on the contract I am still required to pay 30% of the total plus additional fees which would amount to another $10,000.I feel completely taken advantage of and stuck. I asked customer service to speak to a manager and they only let me speak to one woman named ******* who refuses to let me speak to anyone else. My sales agent ignores my calls and texts to try to sort this out. Please help.

  Business Response

  Date: 09/21/2022

  National Floors Direct cannot provide ****** any refund at this time. The customer entered into a written agreement with National Floors Direct with a 3 day cancellation period that has since expired. The company cannot bear the expense of materials, installation labor, or permitting requirements of the customer's condo association that are beyond the expressly stated written scope of work outlined in the agreement between the customer and the company. Those additional costs are the customer's responsibility. 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: 09/21/2022

  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. 

  The requirements for sound proofing of flooring are first and foremost of that of the **************** and the *************, the cities in which National Floors Direct conducts business in. If the Company was aware of the permit and city REQUIREMENTS why was soundproofing not included in my estimate? In addition, the Company is not "ready, willing, and able" to perform the installation as they have still failed to provide me a quote and documents for the soundproofing which I have requested multiple times now (from *******, the only person who has contacted me). In addition, I have e-mailed *********************** and contacted my sales representative, *****, via phone and text multiple times to further discuss the quote for sound proofing with neither of them returning my messages. I need a sales person to explain to me the quote for sound proofing as well as provide the documentation for the estimate and any other documents that would be needed to continue the work (which they would need signed prior to performing the work). Therefore, the statement that they are "ready" and "able" to perform the work is false as they have failed to provide the documentation related to the sound proofing which is a requirement of the **************** to perform the work.
  
  
  Regards,

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

   

   

  Business Response

  Date: 09/27/2022

  National Floors Direct cannot provide ****** any refund at this time. The customer entered into a written agreement with National Floors Direct with a 3 day cancellation period that has since expired. The company cannot bear the expense of materials, installation labor, or permitting requirements of the customer's condo association that are beyond the expressly stated written scope of work outlined in the agreement between the customer and the company. Those additional costs are the customer's responsibility. 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

  Date:09/07/2022

  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.

  In July we had flooring put down in 2 classrooms of my childcare center, ***********************************. National Floors Direct did a good job and I hired them to do two more classrooms. The teachers completely emptied out the rooms and the furniture was placed in the hallway between the rooms that were to be done and the rooms that were already done. When the installers came and showed the teacher the flooring they were putting down she objected and said she thought it was the wrong color. They insisted it was correct. The hallway was blocked by furniture so there was no way to compare the two. Once installed, it was obvious that they had installed the wrong color flooring. I called immediately and was rudely told that I had signed a contract and there was nothing they could do. They have never gotten back in touch with me though I have called several times. I know that they cannot remove the flooring and replace it, nor am I asking for a refund. But I would like credit toward a similar size installation.

  Business Response

  Date: 09/08/2022

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

• Initial Complaint

  Date:09/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Ordered floors through National Floors Direct and gave a 250 dollar deposit. I was told by the sales rep that the balance would be due on install date since Nation Floors arranged the financing for us through ************** On Sept 6 , I received a call telling me that they wanted to charge my account for the amount of the full job **** even though they haven't installed it and couldn't guarantee the install date. I told them the rep said I wouldn't be charged anything else till the floor was intalled. I was pointed to the Contract which states 50 percent deposit due which I honestly didn't see when signed. The contract didn't say cash deposit so I told them to charge the account for 50 percent on the account they set up for me and I would pay balance on installation. This went on all day and finally they told me they wouldn't do the job unless I gave them a check for additional **** cash. I am filling because they played with us for additional money that they weren't able to get upon signing documents. The document they refer to doesn't say I can't use financing for the deposit, especially since they were the ones who set it up with **************. We don't trust them anymore and want our 250 deposit back for breaching our contract

  Business Response

  Date: 09/08/2022

  National Floors Direct cannot provide **************** any refund at this time. The company has resolved this issue with the customer independently of ********************.

  Customer Answer

  Date: 09/08/2022

  [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

  Date:09/06/2022

  Type:Order 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.

  On august 9th, 2022 I signed a contract with National Floors Direct. A representative named ************************* from the company came out to my home with multiple samples and I chose the one that would fit best. He told me that they match, and take care of everything with the flooring installation and removal. On Sept 3rd, yesterday, when the installers came to put the flooring down I noticed that it was way lighter than what I chose. I called the company back and spoke with ***, ********, and their supervisor ******. When I stated that the color was wrong, they said that it was what I ordered. They stated that it will darken over time. When I said that this wasnt the color, ******** stated that maybe the samples were old and they had oxidized already. This is not the case apparently because the supervisor said that the samples are new and not that old. They couldnt get their stories straight. When I said that I didnt want the flooring because it was wrong color ****** told me that is what I signed on the on the contractbut it is NOT the color I signed for. When I asked about the 100% percent customer satisfaction guarantee she told me they ONLY satisfy the contract. I chose to do another installation date because this was really stressful as I am about to spend thousands of dollars on the WRONG product. She then charged me a $250 rescheduling fee. The product I ordered was ***** J7T1MO8M258 AUBURN color, They delivered ***** EAK06LGEE BUTTERSCOTCH color. They will not listen that they gave the wrong color and product. Its now in my hallway and it is to heavy for me to move around. I just want my money back that was charged because they were in the wrong, and I want the product that i signed for to be delivered and installed. I shouldnt have to write this letter because they are just to stubborn to listen, and admit they are in the wrong. But since ******, the supervisor of customer service and head of operations insists they are right, im here.

  Business Response

  Date: 09/08/2022

  National Floors Direct cannot provide ****************** any refund or changes to the expressly agreed upon change order terms at this time. Change order agreement attached herein. The customer entered into a written agreement with National Floors Directfor the exact ******************* flooring products that were delivered by National Floors Direct. There is absolutely no room for interpretation here. The customer selected the product from a ***** 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 and in a manner consistent with the content of the written agreement. The customer refused the installation service and signed a change order agreement to accept only the delivery of the materials. Please close this complaint.

• Initial Complaint

  Date:08/30/2022

  Type:Order 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.

  o whom it may concern ,had rugs installed on august 27th installers refused to move furniture out of rooms that was in my contract, since your policy is to collect monies upfront, we felt hostage and had my wife and children move the furniture after the installation they left closet doors uninstalled and furniture piled up never reassembling any of my furniture 1st time using this company and last they matched our price we had did not offer the 15% less because we had furniture to be removed out of rooms never recommend or use this company again ; spoke to one of your representatives and told me that the installers only move furniture out of the room not move it back and nothing can be done for the breach of contract as you can see that it states to move furniture and completion of installation , now i had to have my wife and my children assist in moving the furniture with my wife having a documented bad back and your company refuses to compensate me for the incomplete work per our contract , i am looking for some compensation for the time and the effort of all this is costing me to deal with which i should not have to i would like to have someone reach out to me and have closure rectify this problem with our installation or lack of completion

  Business Response

  Date: 08/31/2022

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

  Customer Answer

  Date: 08/31/2022

  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.
  
  FAQ
  
  Regards,

  acattached is pictures of my home and how the job was left incomplete according to their obligation on the contract was to move furniture and install rugs which was not done 

   

   

  Business Response

  Date: 09/02/2022

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

  Customer Answer

  Date: 09/07/2022

  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.
  
  FAQ
  
  Regards,

  Jack

   

   not looking for a full refund i am looking for a partial refund for the work i had to do that i paid for 

• Initial Complaint

  Date:08/27/2022

  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.

  When meeting with National Floors Direct sales person in our home we explained the existing pine board flooring under our carpet and he assured us that they would remove the carpet and put the new hardwood flooring right over pine flooring with no problem. So we agreed and purchased their products .When the installers came we asked them to lay the new flooring in the opposite direction as the existing pine boards. This is an open area living room and dining room, the two rooms had the pine flooring going vertical in the living room and horizontally in the dining room. The installers were insistent that the flooring all go the same direct for both rooms, they said they knew their job flooring and this is how its done. Well the living room came out perfect as they laid the hardwood floor over the pine flooring opposite direction. But the problem is the dining room they went the same direction as the pine flooring so consequently the new flooring rippled all the way across the room some of the nails are even showing. I have made numerous calls to get problem resolved. They sent workers out to repair, they only looked at it and said the original installers need to fix this and that it is a poor and unexceptionable job. Now they are saying it needs plywood under the dining room and at my cost for repairs. The living room did not require plywood and if they put plywood in the dining room the floors would be at different levels!Now they wont even return our phone calls.

  Business Response

  Date: 08/30/2022

  National Floors Direct cannot offer ******************** free installation services outside of the warranty scope. 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. As expressly outlined cap locks on page 1 of the written agreement between the company and the customer, "SUBFLOOR CONDITIONS COULD NOT BE ADEQUATELY ASSESSED - ADDITIONAL SUBFLOOR-RELATED COSTS MAY APPLY." The customer did not purchase a new sub-floor. The floor is installed in a manner consistent with the expressly stated language in the written agreement. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer.

  Customer Answer

  Date: 09/02/2022

  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.
  
  FAQ
  
  Regards,

  ******* & *******

   

   

• Initial Complaint

  Date:08/27/2022

  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.

  The date of transaction was between 8-24-2022 and 8-26-2022.The company came to my house on the 24th to do the estimate and supposedly give me an estimate for the flooring job. However, they misled about the:- Date of installation - How the work will be done - and the total estimate Every-time I call they say "you have signed a contract". please find attached how many contracts they had me sign and also take a look at the contract that was hand written by the sales man on the spot.In addition, ******, called me and said some discriminatory words. He said "you seem like you are "gay" ". He called at 5:55 PM and he called me "a rude person" because "I had his workers wait at the house for me for no reason." Let's forget that that was the deal with the company (me arriving at 6 to pay for the change order they had done on the spot), they were not done. I got there a couple minutes after I hanged up and they were still working (Please see picture attached with the time stamp). ******************** and ****** are the worst customer service represntatives that i have ever met. Every-time i pose a concern, they say "but you signed." Kindly find attached how many documents they had me sign. They are not being responsible for their employees promising and misrepresentation . Now, there argument is that there is no way they can know what happened between me and **** (the sales person) but I did inform them I have screenshots of our texts (also find attached).This company is disgusting so it's employees. The had me pay close to $1000 in change orders. and they always said (pay or we will leave the job site). And I have to physically go there to pay-them every time. They had me commute three times from *** to chappaqua in one day.

  Business Response

  Date: 08/30/2022

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

  Customer Answer

  Date: 08/30/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my is***s 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 business had sent me change orders "during" the installation. So basically, it is as if they are telling me, we either leave you with ripped out flooring and you can go and *** us, or, you sign, pay us extra and we continue the work.

  
  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,

  Moutasem

   

   

  Business Response

  Date: 08/31/2022

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