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, 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: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.

• Initial Complaint

  Date:08/05/2022

  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 high pressure salesman come in and priced out a floor. It was double what others were charging (even though they guarantee they beat everyone by 15% or it's free) and he wouldn't leave. I, regrettably, gave him a check for $800. I decided to cancel one day later and emailed my cancellation. When I called customer service, they said that I cannot email the cancellation form and it must be mailed or send by TELEGRAM (really). So, even though I cancelled via email within 48 hours, called customer service about the cancellation, the rep said they will cancel the install but they are keeping my deposit. So I have no goods or services rendered and attempted to cancel within ************************************************************************************* my right to cancel, nor did he give me ample time to read the contracts.If you need forms, such as email records, I will have to send them later as I am not at my home computer. This occured between 8/01/2022 and 8/05/2022. Cancellation was emailed on 8/03/2022.

  Business Response

  Date: 08/10/2022

  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 contacted the company after the expiration of the cancellation period to request that the order be canceled. The order had already been procced. The order cannot be canceled at this time. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.

  Customer Answer

  Date: 08/10/2022

  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.]
  

   

  I had contacted them via email within the time frame of cancellation.  Also, ******* law says the the cancellation form from the seller must be written and signed by me.  I did not receive a written form from the company, it was electronic and electronically signed, and not signed by me. The salesperson clicked through the screens and e-signed the forms on my behalf, and also my name isn't even correct on the contract.  I do have a camera in my living room with footage.  All paperwork was sent to me electronically from the company and I responded back electronically to cancel as they did not provide a written cancellation form, as required by ******* law. I contacted the seller via phone on the 4th day and they confirmed that they received my email on the second day, but refused to accept it.   I also mailed a printed version of the email cancellation on the 3rd day, however, it may not have been postmarked because I do not know when the post office picks ** in my development.

  
  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: 08/15/2022

  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 contacted the company after the expiration of the cancellation period to request that the order be canceled. The customer mailed a notice of cancellation; it's post marked FIVE DAYS AFTER THE EXPIRATION OF THE CANCELLAITON PERIOD SPECIFIED IN THE WRITTEN AGREEMENT. The order had already been procced. The order cannot be canceled at this time. The company remains ready, willing, and able to complete the installation to the expressly stated terms of the written agreement between the company and the customer.

  Customer Answer

  Date: 08/15/2022

  I emailed to cancel one day after and I did not sign the contract.  However, the cancellation contract DOES NOT state that it must be post marked within 3 days.  I had emailed and received a response that they got my email kand I also called.   I had mailed the letter , however, I cannot control when the post office picks it up.  Again, the contract does not state it must be post marked, only sent.  The form was signed by me and mailed 2 DAYS AFTER THE CONTRACT, which I did not sign.  Also, my name is not even correct on the contract.

   

  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:08/03/2022

  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.

  Dec. 2021 I had National Floors Direct install carpeting.When saleswoman came to my house I picked out the carpet I liked. She said around $1,000, i stated that TV said around $333 or $388 for a room of name brand carpeting. She said oh no that price is for a smaller area and commercial carpeting.I asked if there were any discounts. Price was lowered to about $800 I explained I was replacing the carpeting Because there was a bump or seam in the doorway, I wanted to get rid of. She told me it had nothing to do with her, I needed to tell the installer, I did, he said ok.At one point he came to me and said that the padding that was there was better than what he was putting down. A few months later I noticed the area I wanted still had the same issue. For months I tried to contact them, today I did. The gentleman kept saying the installer works for them, there is NO PLACE IN CONTRACT WHERE YOU CAN MAKE INSTALLATION REQUESTS. Installer NEVER said he couldn't do as I was requesting. **************** said its up to the installer. If he couldn't do it the way it needed to be installed he should NOT have installed it.I have a suspicion that he left the old padding, because the problem is still there. I did get loud with customer service because he kept saying it was up to the installer.

  Business Response

  Date: 08/05/2022

  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: 08/05/2022

  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. 

  When carpet is first installed issues may not appear until walked on for awhile. This is a room that is used two times or less per week with 2 people walking in and out 2 times per day. It is lightly used.
  
  I asked for there NOT to be ANY seams in the entrance way. The installer did NOT do as I requested. National is stating that I need to pay for installation??? It's already installed, they need to fix the problem. 
  

  
  

  Business Response

  Date: 08/10/2022

  This order was installed 10 months ago. 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: 08/10/2022

  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,

  **********

   

   

  Customer Answer

  Date: 08/21/2022

  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. 

  You don't seem to care that National Floors Direct DID NOT do what they were paid to do and that they left more than one seam or lumps in entryway to the room. That was  the reason  for replacing the rug, to correct that issue.
  
  It is dangerous. 
  

  
  

  Business Response

  Date: 08/23/2022

  This order was installed 10 months ago. 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. 

  The company does not provide free installation services outside of the warranty period or outside of the expressly stated terms of the written agreement. Please close this complaint.
  

  
  

  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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Your agency is a joke. The carpet was installed incorrectly. Their response doesn't make sense. I started trying to get a response from them for awhile. I called 800 number, got the run around. Emailed corporate office, they didn't respond. 
  
  Lastly, it can take time after the carpet has been walked on to see issues. The issues are in the same place they were before the carpet was replaced. I have a suspicion that they may NOT have replaced the old padding. The installer commented that the old padding was a better quality then what they were replacing it with.
   Since I am NOT a carpet installer if I were to pull the carpet up to see why the issue still exists it will be held against me by NFD. 

• Initial Complaint

  Date:08/02/2022

  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.

  On 6/18/22, I met with Desire Upton to install wood floors, in my home for $8,223. Installation was to start on 7/11. On 7/8. NFD contacted me to see if I would like to change my install date to the next day. When they arrived they refused to start because I didnt have the money order ready. I let the installers know I would run to the bank and they agreed. When I returned, they were gone. I called NFD and they wanted to charge me a $300 cancel fee. I was told they could not return until 7/14. On July 14th when the installers arrived, they said I needed to have the radiator disconnected. Their English was minimal making it very difficult to communicate. One of them tried to disconnect the radiator himself. I would not allow this, as he did not have this knowledge. Desire Upton, should have advised this. I needed to contact a plumber ASAP. It was $290.00 for this extra trip. The flooring was not the flooring in my contract. I purchased *********. The installed product was *********. I was told the project would take one day and it took 4 days. When the plumber returned to reconnect the radiator, he was unable to as the installers did not leave room for the floor pipe to reach. The installers had to return to fix this. This also made a 3rd visit for the plumber, which cost me an additional $438. In total I have paid an extra $718 to the plumber unnecessarily for added trips. I unsuccessfully tried numerous times to contact Desire Upton. I was told I was receiving a discount of $168.00, however it was added and not subtracted from the total price. In total $896.00 extra I paid. I am also requesting reimbursement for takeout @$600 for the length of time our stove was disconnected. In total I am requesting a refund in the amount of $1496 immediately. I can only hope the installers workmanship will last. This is the worst company I have ever dealt with. I wish I had read the BBB reviews prior to signing the contract with them.

  Business Response

  Date: 08/05/2022

  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: 08/05/2022

  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:07/31/2022

  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 brought vinyl flooring, finance it from National Floors Direct, Inc. Installation was 7/30. The installer installed the floor. HOWEVER, the problem was the TRANSITIONAL BOARDS did not cover the space between the new floor and existing floor. It left gaps. The transitional boards didnt cover the entire area. I told the installer, the installer call his boss. The conversation was in Spanish, I had no idea of the conversation. I call the installation department in ******* **. Told the man in charge the problem. He didnt confirm a definite solution. He stated, if the boards are in the warehouse, they would come 7/31, if not next week, his solution wasnt definite. There were no other contact from that office of whats next. The installer left without completion of job. I didnt sign and papers of completion. Attached are pictures validating my complaint. Also, the vinyl floor is *****, but the white primed 1/4 round to be placed to hide the 1/4 inch gap between the floor and the baseboard. White?? My thinking is that it should have been the color of the floor or close to it. Now I have to buy paint to paint the white-primed boards myself. I need definite confirmation on completion of the installation in my home. I need contact from their office in when the completion will take place. And since I fianc, they are paid in full, but the installation is not finished. Also, as advertised on TV, they will bet the price of their competitors, by 15% as advertised on TV. However, they gave me the same price as 50 Floors. The advertisement was false. Please help me in the National complete job issue. The service from the installation department was totally unprofessional. Im still waiting in the unknown. I have no idea of whats next. I will follow up Monday.

  Business Response

  Date: 08/05/2022

  National Floors Direct cannot offer ********************** any refund or billing adjustment at this time. The written agreement between the customer and ********************** provides an installation service warranty. A refund is not a remedy under the warranty. The company initiated an installation warranty service for the customer as soon as ********************** contacted National Floors Direct to express issues with the installation. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer.

  Customer Answer

  Date: 08/06/2022

  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 
  

  THE REFUND WASNT MY MAIN COMPLAINT. MY MAIN COMPLAINT WAS THE QUALITY OF WORKMANSHIP   THE PICTURES SUBMITTED REVEALED THE WORK AS A PROFESSIONAL WAS SUBSTANDARD AND INCOMPLETE. I DONT UNDERSTAND WHY YOU DIDNT FOLLOW UP ON THE INCOMPLETE *** OF INSTALLATION!! TO ME YOU FAILED ME IN NOT PRESENTING THE REAL ISSUE.  THE PICTURES WHERE A THOUSAND WORDS.

  THANK YOU  I WOULD LIKE TO POST MY EXPERIENCE WITH NATIONAL, COULD YOU PROVIDE THE PROCEDURE. THE *** HAS BEEN COMPLETED WITH RUDENESS OF THE INSTALLER

  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,

  ******