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

  262 Quarry Rd Milford, CT 06460-8504

  
• 

  National Floors Direct

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

  
• 

  National Floors Direct, Inc.

  1582 Hart St Rahway, NJ 07065

  
• 

  National Floors Direct, Inc.

  4749 Distribution Dr Tampa, FL 33605-5921

  

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:08/25/2022

  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.

  national floors direct rushed me to pay them so they can get the job done in 3 days.. on the third day 8/25 they sent me a e-mail saying they will be here 7:30 am-12 pm. they called me at 10;10 am to tell me they have to cancel today cause there truck broke down. so she ask me what day i want them to show up i said friday or saturday she said NO monday is the day they can be there. i said NO cause im having knee replacement i told the girl who signed me up this on monday now i have to wait for 8/31 after i have my knee done problem here i told them i live alone and i already put everything outside now i have to bring it back in and i wont be able to put it back out and bring it in cause of the surgery...and im over 65...telling everyone not to use national floors direct.

  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,

  *****

  I had knee replacement on 8/29 I live alone know all my cloths shoes and stuff are either up my attic  or in rooms I cannot get for months for a company that will charge me if I delayed them coming here should do the same if they delayed coming here they should also have to pay besides me telling family friends and co-workers they will lose more then 500 dollars it will be in the ten of thousands.. over 65 aarp will here about this also then.

   

  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 **********************. 

• Initial Complaint

  Date:08/25/2022

  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.

  National Floors Direct scheduled my floors to be installed on 8/24/2022. The installer arrived with an assistant at about 12:00. The assistant only gave him the floor boards that he put in place. At 5:30 pm he told me that he was leaving to go to another job site and would return on Sunday. I called the company and the service stated they were gone for the day. The installer stated they would return on Saturday. I stated the tenants were moving in that day. I was told to call in the am to confirm that day. I called National Floors on 8/25/2022. I was told in the 10:20am that they would return on Saturday. They called me again at 1:20 to say the installer changed the day to to Sunday am at 7:30 am. I feel that I am not getting good customer service at all. If their installer or subcontractor is so busy why don't they only take the jobs that they can handle and finish one at a time versus stringing customers along. It feels like a bait and switch. I am now responsible for additional cleaning and its cost as they have made a mess. I also am responsible for the additional cost of housing to the tenants.

  Business Response

  Date: 08/30/2022

  National Floors Direct has completed this installation in a manner consistent with the language in the written agreement between the customer and **********************. 

• Initial Complaint

  Date:08/24/2022

  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.

  National floors direct came out to give me an estimate to carpet my upstairs area. As a sales tactic the salesman called the warehouse to make sure they had the carpeting ready and available they did. This was great news due to the urgency of the project. Upon measuring the salesman included the two closets that are in the room as a part of the room. I asked him a few times why that was and he told me that it was because they can bring out one big piece of carpet instead of multiple little ones. The salesman assured me that everything was fine and that the installers would know what to do. Seeing that they were so quick to come to do the installation I decided to go with them. Come to find out that the day we chose was not good and the day I took off of work they called the night before telling me that they could not come out that day due to the materials that didnt arrive. This was upsetting I was previously told that the material was ready and available. They called the day before the new installation to go over the project and once again I confirmed about the closets needing carpeting. When it was installed one closet was carpeted one was not. I called national floors direct to figure out why one closet was not carpeted. Upon receiving a call back to my disbelief they told me that the closets were not a part of my contract that I never got a copy of. The woman on the phone told me that no one would be coming out to the house unless I pay an extra fee to get the closet carpeted. I told her I would not be paying for some thing I already paid for and they need to come out and finish the job to rectify the situation. She told me there was nothing she could do. When I asked to speak to a supervisor she said she was the supervisor and she wouldnt be helping me. I asked her for copies of the floor plan and my contact and she refused to send it to me and hung up on me. I feel like I was robbed I paid for a full job that was not completed.

  Business Response

  Date: 08/30/2022

  The area referenced in this complaint is expressly not included in the scope of work outlined in the written agreement between the customer and **********************. That said, the company has already notified the custoemr that we will be completing this closet at no additional cost. There is a completion scheduled for 09/10/2022 to install carpet in this closet.

• Initial Complaint

  Date:08/23/2022

  Type:Product 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 had a sales rep come to my home on Friday August 5 2022 to provide an estimate for pergo laminate flooring for my bedroom. The salesman *********************** quoted me a price then had me sign a contract on docu sign only. Im leaving the country on August 28 2022 so installation was tentatively scheduled for September 13 2022. I paid a deposit by check of $ ******. On Monday August 8 I called their general number to inform them I wanted to cancel the installation and was having problems with printing out the cancellation form which states you will be completely refunded your deposit if cancelled within 3 business days from signing contract. The girl on phone said I could only send in form by printing or sending a telegram. Who uses telegrams. In any case I went to library and printed out contract and cancellation form with copy of check I wanted refunded. I sent out the cancellation form certified mail and National Direct **** received it on Friday August 12th. I waited a week to hear from National Floors Direct and had not heard anything so I called again. ***** said that I would be receiving a refund within **** days. She said they were in receipt of the cancellation form. Today its August 23 2022 and Ive sent emails to the original sales rep ************************* and have tried reaching out to headquarters and cannot reach anyone. Im leaving the country on the weekend and I expect my refund this week. My bank shows that the check was cleared two days after I saw the sales rep. ** is now 12 days since they cleared my check and received my cancellation within the time allotted and they have not reached out to me about my refund.

  Business Response

  Date: 08/30/2022

  National Floors Direct sent **************** a refund in a timely manner consistent with the language in the written purchase order agreement between the custmer and National Floors Direct. The customer has already cashed the refund check. Please close this complaint.

• Initial Complaint

  Date:08/23/2022

  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.

  About a month ago I purchased a floor and labor from national floors direct and was scheduled last week and they canceled on me so i rescheduled for today. 8/23/22 and when the installers came they said that they weren't aware of the leftover flooring that they needed to be removed. When ************************* there at home estimator told me they would be able to take the pieces out at no additional charge and "it wouldn't be a problem". I paid $1800 for the job and being a disabled veteran on social security that is a lot of money. National floors direct contacted me and stated i had to pay someone to take the additional flooring out before they will put the new flooring in. I stated I do not have any more money to pay for the job because I'm on a very fixed income and would want my money back because at this point I don't trust the business being in my home. The company sent someone out here to do an estimate and he failed to do his job just to s**** people. They basically told me my account for this job is being placed on hold until I pay someone to fix the flooring. If I knew in the first place if this was going to cost additional money i never would have went through with it. This is horrible business and I really hope someone can help me out being a disabled veteran this is very troublesome for me and I pray it can get resolved.

  Business Response

  Date: 08/24/2022

  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 customer's installation space requires additional materials and / or installation labor beyond the scope of work for which she contracted National Floors Direct due to unforeseen circumstances surrounding the condition of the existing substrate. Provisions for such conditions, additional work requirements, the customer's obligation to pay, and the predetermined rates are expressly outlined in the agreement between the customer and the company. 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: 08/24/2022

  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:08/22/2022

  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.

  I purchase floors from national floors direct and they did not provide quality service. After only a few days of my installing my floors are cracking up. I call and email them the issues and they did nothing to solve the problems. Now they are trying to say that I should have had the floors underneath service which they did not do at the the of installing

  Business Response

  Date: 08/24/2022

  National Floors Direct has already contracted with ************** to complete a payable service for locally caused damage to the floor beyond the scope of the written agreement with National Floors Direct and the installation service warranty language included therein. The company cannot provide free materials or installation services beyond the scope of our agreements. We need to be paid for our work. The customer has already acknowledged this in writing. 

• Initial Complaint

  Date:08/20/2022

  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 I seemed out help in removing my old floors and replace it with floors from nation floors direct. They gave me a price and promised to fix the creaking and replace the floors. They did not replace any of the sub floors and they put the floors down. Upon completion they shows us the work and left very quickly. After they left I inspected the floors and there was imperfections on the installation and they also dug into the ceiling the walls and broke through one of the walls. The very next day I called them they said to send pictures and they will get back to me. They did get back to me and said that theres nothing they could do about the walls, because the installers said they did not break it which infact they did when they where installing the new floors. This is a month and a half later still no answer after I sent them more pictures.

  Business Response

  Date: 08/24/2022

  National Floors Direct has completed the work for **************** in a manner consistent with the language in the written agreement between the customer and **********************. Removing squeaks from his substrate is exressly not included in the written scope of work. A local installation manager inspected the customer's installation space on 08/12/2022. There is a service call to address the wall damage scheduled for 08/25/2022. The company remains ready, willing, and able to fulfill the post-installation obligations to this customer outlined in the written purchase order agreement and installation service warranty.

• Initial Complaint

  Date:08/20/2022

  Type:Product 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.

  Cancel the contract and refund all my money for breach of contract.National Floor Direct dont have the product and they cancelled the installation one day before. I dont want the services anymore and they dont want to refund me National Direct offered me a service and push me to sign a contract without the product available, I only request to Return my money from the check #**** for $200 and refund $2600 my money to the credit card as soon as possible!!! They did not comply And I request my money back.This isnt not my fault , Somebody hang out my call from ******** Services completely disrespectfully Horrible customer services Please help me.Thank you so much

  Business Response

  Date: 08/23/2022

  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. Production on the merchandise on order has been halted by the manufacturer due to COVID-19 related supply chain issues. This is an act of god and is beyond our control. The company is capable of providing several alternative products within the estimated window outlined in the agreement between the customer and the company. 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: 08/23/2022

  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. 

  Im not satisfied with this resolution.  I only requested my refund because they wait until the last moment to notify me they dont have the product, is not my fault I never cancel the contract, they canceled my installation not me they not have a product what I need
  
  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: 08/24/2022

  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. Production on the merchandise on order has been halted by the manufacturer due to COVID-19 related supply chain issues. This is an act of god and is beyond our control. The company releayed this information to ****************** as soon as it was informed by the manufacturer. The company is capable of providing several alternative products within the estimated window outlined in the agreement between the customer and the company. 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: 08/25/2022

  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 # ********. 

  
  Im not satisfied with this resolution. 

  
  Good afternoon 
  First, National Floor direct 
  never notify me they didn't have the product, they wait until the day before to call and said the dont have the tiles and they canceled the installation by themselves.
  I only requested my money back.

  Is not a several tiles available, were like three and completely other colors and I dont need this colors , sorry
  you can not mention the covid because covid was 2 years ago and if the ************* dont have the products you can't proceed with orden .
  Your company canceled the contract and I need all my refund.
  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,

  *******

   

   

• Initial Complaint

  Date:08/18/2022

  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.

  We received an estimate from a salesperson by the name of ***************************. The next day I advised him I would like to amend the order for carpet in 2 rooms instead of laminated hardwood flooring and was awaiting a revised estimate. Prior to the quote ***** had me on the phone getting a finance approval for $6000 where I only had to provide him with a copy of my driver's license. (My license has my signature on it)After waiting a few days without a call from anyone and no revised estimate I received an alert on my credit report advising of a $6500 credit line. I later learned from the finance company (Synchrony) they had a signed contract and application; therefore, National Flooring was funded. I never signed anything especially while I was still negotiating the price. I filed a fraud claim with the finance company, filed a police report on **************************************************** Flooring Direct with ********* ** ************ and now filling a complaint with BBB. My signature was forged on both the application and contract.A supervisor *******************************@ National Flooring Direct was supposed to call us to have everything rescinded and we haven't heard back from him to date as their company was funded the $6,500 on 8/9/22. This is Fraud at the highest level with National Flooring Direct holding us hostage to try to make a new agreement as we want nothing to do with this unscrupulous company. Their specific company location license# is ************ *The only supporting document we have is the police report that currently isn't ready. Any application or contract they have on record is the one *************************** forged without our knowledge or permission.

  Business Response

  Date: 08/23/2022

  National Floors Direct agreed to cancel ******************** order prior to the filing of this complaint and sent the customer a formal written notice of cancellation by docusign agreement. As stated in the cancellation letter, the company will issue a full refund of any monies tendered in a timely manner consistent with the written language in the purchase order agreement between the customer and **********************. RE the customer's credit, the company has nothing to do with this. The credit inquiry was submitted through a bank, not National Floors Direct, after a credit application and 2 froms of ID were collected from the customer.

• Initial Complaint

  Date:08/16/2022

  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.

  We hired them to replace all the flooring in our new home prior to moving in. They did the living room dining room kitchen bedrooms but not the bathrooms. They said we needed to wait until we changed out the vanities and toilets because they dont touch them. When they came back to do the first bathroom they were not given enough product so they could only do one of the bathrooms. I was instructed that we needed to remove the toilet. We asked them to work around the toilet and cut the vinyl flooring around the toilet because we did not want to remove the toilet it cost us $500 to put it in. The workers that showed up could not speak English. My husband knows some Spanish and was able to get the gist of what they were saying. They told us to call a phone number to a manager. We did and was told that they cannot work around the toilet yet they needed to have it out so in a fact we needed to invalidated the the warranty. During the installation there were three people in the bathroom my husband was trying to watch what they were doing but could not see. Everything looked fine they left Thursday one gentleman came back to finish the other bathroom this was three days later. Again we told him do not touch the toilet cut around it he unscrewed the toilet and rocked the toilet back-and-forth to go under the toilet. The next day Friday night my husband went down to the basement and we had a pile of water. We called a plumber who came out Saturday and instructed us to tell us that they broke the seals on both of the toilets so everything was going under the tiling and into the basement. I did not know at the time when the second bathroom was being Worked on, the installer had to go to ********** and pick some thing up. It was the bolts he bent the bolts. Not asking them to replace anything I am asking them to pay the $900 plumbing **** that I had to have done. They had to come out as an emergency on a Saturday.

  Business Response

  Date: 08/18/2022

  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 expressly stated in the attached change order agreement the customer did not prep the installation space in a manner consistent with the written language of the purchase order agreement and waived her warranty (produt & material) in consideration of National Floors Direct installing "around" her toilets. As expressly stated in the agreement and further expounded in the change order agreement, the company didn't remove her toilets - we do not do that under any circumstances - and isn't responsible for the plumbing issues in her house.

  This "complaint" is totally illigetimate and is an attempt by the customer to abuse the ******************** complaint process to extort money from the company. This "complaint" should be removed. 

   

   

  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. 

  [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,

  ****