Business Profile

New Carpets

National Floors Direct, Inc.

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Complaints

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

Customer Complaints Summary

584 total complaints in the last 3 years.
154 complaints closed in the last 12 months.

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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:01/06/2025
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.
Transaction w/ National Flooring Direct, *******************: Pull up old carpets & padding; replace w/new in 4 rooms + hallway.Transaction date: August 14th, 2024 in *************************** w/ **** ****.Paid deposit of $525.00 Balance of $2,975.00 contractually due upon arrival of contractor at the house. Tentative install scheduled October 15 2024. October 17, 2024, contacted National Flooring Direct to reschedule install because my daughter died. I needed to grieve and she was helping to handle everything since I am 98 years old. Also asked to change color. They declined color change but said to call two to three weeks before install was needed. I explained we may not call for two months to install in January and if there would be any price increases. They said no problem and it would be the same price.January 6, 2025 - called to schedule install. They refused to schedule since account was closed. To reopen, we need to wire the full remaining balance. When wire is received, they will reopen account. I asked why it was closed; they claim they did not have to tell us. I asked to speak to manager. I was told managers do not speak to customers. I asked for a refund. They declined any possible refund. I asked to explain where contract states that they can close the contract for any reason. They said the contract was 23 pages and hung up on me. I called back and someone else named **** answered. They said it was company policy to request full balance to be wired up front. They have hundreds of clients everyday wire money. I asked where in the contract this company policy was. He declined to answer and said to wire the money or file a complaint.Complaint- The contract states twice that monies are due when the contractor arrives at the house. They approved new date to install due to a death in the family. Now when trying to reschedule, they refused to acknowledge contract, wanted all monies wired in advance and hung up on me. I am requesting a full refund.
Business Response
Date: 01/16/2025
National Floors Direct cannot provide Mr. ********* 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.
See attached change order agreement substantiating the company's position.
The order was already processed and 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.
Initial Complaint
Date:01/02/2025
Type:Sales and Advertising 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.
Please see "National Floors Direct full complaint" for the complete information and sequence of events regarding this case, thank you.
Business Response
Date: 01/08/2025
National Floors Direct cannot provide Mr. ******* 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 was already processed and 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: 01/10/2025
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.
The response from National Floors Direct is out of context, distorts the facts, and is Completely false.
The vendor who was sent used three (3) previously calculated tactics trying to convince us to accept the offer (THAT SAME DAY). The third tactic he used four (4) days later when we discovered that he NEVER HAD WHAT WE WERE CHARGED FOR and that it was all a strategy to force us to accept A DIFFERENT PRODUCT.
To get us to waive our right to a 3 Day cancelation, HE GUARANTEED us that if we did so (IN WRITING), our order would be classified as an EMERGENCY, meaning we would receive IMMEDIATE INSTALLATION PRIORITY (before Thanksgiving).
Obviously, he already had the text for the waiver written ahead of time, which he instructed us to write down ON A SEPARATE SHEET, and MADE SURE to take a picture of it along with our ID.

He ARTIFICIALLY INFLATED the price of the floor all the way to $44,203; just to then pretend he secured an EXCEPTIONAL DISCOUNT of almost $30,000 with his boss; which would put our final price at $14,512. However
IF AND ONLY IF we payed 65% of that final price UP FRONT, that is to say: $9,432 in cash.

And to make sure that, the 3 days to cancel had passed; the vendor came back FOUR (4) DAYS LATER to let us know (WHAT HE HAD KNOWN ALL ALONG) THEY DID NOT HAVE THE ***** THAT THEY HAD ALREADY SOLD US, and then tried to convince us to accept a different one.
This we refuse to accept, and demand our money be refunded.
(Cashed Cashier's Check and Letterhead attached)
Regards,
****
****************

Business Response
Date: 01/23/2025
National Floors Direct cannot provide Mr. ******* 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 was already processed and 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.
Initial Complaint
Date:12/25/2024
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 floors were installed and the threshold was not done properly. Theres a sharp nail coming up from it, and it other parts its missing nails.
Business Response
Date: 01/01/2025
The written agreement between the customer and ********************** provides an installation service warranty. An installation service under the warranty is currently scheduled for 01/04/2025.
Initial Complaint
Date:12/16/2024
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 nature of this dispute is we are paying $6250. to have VPF installed into 3 rooms along with their closets.Once all of the carpet was stripped/removed from ALL of the rooms, corporate informed us that we needed to/or had the option to "correct" our subfloors by adding a layer of concrete over all of the floors to bring them up to National Floors Direct/Mohawk Flooring standards for an additional cost of $1900. We were also told that we could utilize an outside party for additional cost and repair/then NFD would return to complete their installation.We were then told that choosing the cement overlay was optional. Once my husband and I chose not to go with that option, we were then told that we would be "voiding" the warranty.Additionally, Mr. ***** worker's supervisor stated that we needed to be reimbursed for "2 bags of concrete" that would not be used installation. I also, asked for and inquired about the reimbursement of the 2 bags of concrete.Upon hearing this, I was completely shocked/I am still appalled.I reached out to customer service in an effort to communicate with someone who may be able to bring this to an amicable resolution. I shared with them that my Mother had just passed away on 12/6/2024, and although that created additional costs for us, we did not choose to put our flooring installation on hold.This was in part because we, especially my husband believed that he had hired a reputable/trustworthy company.They provided evidence of a need for additional cement with a "bar tool" laid across each floor. When I inquired about who sets the industry standards and contact information regarding the owners of National Flooring, ******* the Head Supervisor of ***************** told me that I would need to ****** that information, and that ****** was not allowed to provide me with that information.We want NFD to stand by their work; if not, then to reimburse us for the cost of the voided warranty and not request additional payment.
Customer Answer
Date: 12/27/2024
I have not heard from the business in response to my complaint.
i Also believe this business to be part of a long running and elaborate scam.
Business Response
Date: 01/01/2025
National Floors Direct entered into a written agreement with this customer. The customer's installation space required additional materials and 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.
********************** has completed this installation in a manner consistent with the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time or extend any warranty services at this time.

Customer Answer
Date: 01/02/2025
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:12/16/2024
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.
a salesman named **** ******** came to my home on October 28th *************************** for flooring. He brought samples and I was interested in several options of laminate flooring. He did everything on a laptop computer. I am not tech savy so I wanted paperwork for order. He said he would be in touch to make appt for flooring installation. To be done before Thanksgiving. He said he would send email with all info. told him emails come in garbled some times & want paperwork do not do well with computer. Asked for check deposit. I gave him personal check #****. Told me cannot start order unless give him deposit right away. He told me will be in touch and help with any questions or what type of flooring to be installed. Left my home. Email came in garbled. wifi was out for several days due to storm in my area. I called company to have him call me several times. Also tried emailing him to get in touch. To no avail. Called my bank to cancel check. Was informed the check was cashed the very next day. **** said they would trace check and put in scam complaint. the amount of check was $2,267.00. Called National flouring many times. Again to no avail. Also wrote letter to company trying to get my money back. Will be 2 months 12/28/2024. Never received any product or communication from the Company.
Business Response
Date: 01/01/2025
National Floors Direct cannot provide Ms. ******* 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 was already processed and 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: 01/06/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I tried calling and emailing them the day after the salesman was at my house. I never finalized even what flooring I wanted, how can I be in a final contract with them? When **** the Salesman left, he said he would email me all the info and that he'd call me in a few day - that never happened.
The contract I received by email was all garbeled and could not read it. I printed it out and mailed by certified letterit to them, saying to cancel the order. I called and they said I have to request it through email. My computer isn't working and all my emails are garbeled, I asked for them to mail it to me and they said they could only email it. I went to my bank to put a hold on the check and was told it was already cashed. I have called them over 10 times to get this resolved and unable to do it with them.
I feel I am getting the runaround and just want to resolve it with you. I am willing to work with you, just give me a call, NOT BY EMAIL I have no computer.
Regards, ****

Business Response
Date: 01/08/2025
National Floors Direct cannot provide Ms. ******* 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 was already processed and 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.
Initial Complaint
Date:12/14/2024
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.
Nov 27, carpet was installed in my home , 2 Bedrooms, Hallway and Stairs. A major issue surfaced as the Crew of two came to my home. The unfortunate problem surfaced when this crew had with them the WRONG carpet, The events are numerous in nature and the communication document I have composed is too long with restriction of characters.RECALL the WRONG CARPET was deliver to our home and Crew hampered work - no reflection on the Crew but,they did not comprehend English and discussion in reference to the ISSUE went on and on. Telephone calls made to the Florida office was wasted as they said product at our home was what was ordered. I immediately contacted the Salesman who wrote our contract, (**** *****) about the carpet, I even showed him pictures of the carpet, to which he agreed with us that it WAS NOT what we ordered (that statement was one of three he made about the wrong carpet! Discussions with **************** did not go well they continuously said IT WAS THE RIGHT CARPET! While my spouse was discussing the installation and prior to me getting involved the existing carpet was being cut up! I called the Salesman again about the WRONG carpet he said he will have a crew come in, rip up the rug and replace it with the RIGHT CARPET! All we were getting was the run around - in the initial ordering this Salesman asked us if we can give him $200.00 CASH, as he would be missing out an incentive award, and if we agreed to the $200.00, keep it between us as I do not want to lose my job! That request was honored by us! There is more to this episode and the number of words at their limit! The last conversation was explosive as **** had asked my spouse what she wanted, her response was give me back the $200.00, he agreed and said he would put a check in the mail and send back that hush money. The document I prepared covers more info I cannot fit it here. Please advise soonest concerning me letter/pictures.Prior to the blowup I told **** about the damage to a door frame!
Customer Answer
Date: 12/27/2024
I have not heard from the business in response to my complaint.I thought I would hear something by this time. I stand firm in my complaint and this company appears to be just ignoring the entire situation! Thanks for contacting me regarding National Floors Ditrect.
sincerely
******* L. ******
Business Response
Date: 01/01/2025
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time. We need to be paid for our work.
Customer Answer
Date: 01/02/2025
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.
In an attempt to respond to your message about the business National Floors Direct contacting me I somehow lost all the emails between you office and I. There is a great deal of facts concerning this complaint that support my opinion of their lying, dishonest action regarding the installing of my carpeting on Nov 27, 2024. There are pictures in possession of the Salesman **** *****, that clearly show the big difference in the carpet ordered by us and the carpet installed by the workers! This salesman did nothing but lie to us *** the beginning of the order to the installation see itself. Most important is he, the Salesman lied as in three different conversations he admitted that the carpet that is installed at our home Iis not the same ordered by us. In conversation with my wife he asked what she wanted to end this issue, her response was refund the $200.00 given him after telling another lie about some incentive from the Company that he lost by this order, and to keep the matter of this $200.00 between him and us for rear if his Company knew he asked for that money he could be fired! Another major lie was, my spouse told him of her recent surgery and she cannot do the preparations needed for the installers! He told her; she dont have to, he would have a team come into our home rip out this wrong carpet and replace with the carpet we ordered! He lied big time, time and time again. The company, I feel should send a representative to our home and take a physical look at the carpet installation. This would clearly show they stand in error in this complaint! This Salesman also lied again, he is; I will send to her this $200.00 in a check! That was right after the job was completed and s of this dte(Dec 27, 2024, that refund has not arrived! This entire situation can easily be settled by the Company, if they were honest and admit he mistake. Please continue with the complaint as the Company did wrong,?their Salesman lied numerous times! I shall await any further info you may need concerning the ugly situation. Thank you and I appreciate your attention/concern in our behalf!

Sincerely,
******* L. ******
Business Response
Date: 01/08/2025
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time. We need to be paid for our work.

Customer Answer
Date: 01/08/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

I am forwarding this message in hope that the pictures I sent via message to your office have been received. The pictures sent number in FOUR - the first should be the PUTTY GREY Carpet to which we have ordered. The second is the carpet by a piece of furniture in my Foyer floor that was delivered/installed that was "NOT ORDERED" nor "AGREED UPON" by either myself or spouse. The next picture was a backup picture of the carpet sent and NOT THE CARPET ORDERED!" The last picture is the damage to the Master Bedroom Door frame. These pictures clearly provide proof of the difference in the TWO Carpets and therefore we cannot accept the Companies last denial. In addition, there is the HUSH MONEY" requested by the SALESMAN **** *****, who asked us not to say anything for fear of him losing his job! This fact was not addressed at all. The fact covered in my initial compliant where the Salesman agreed, on the THREE different occasions, that the carpet "DELIVERED" is "NOT THE CARPET SELECTED."

There is more to complaint that is addressed in my messages and not addressed by the Company. I therefore cannot accept their comment quoted as follows; "NFD has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company, We cannot offer any refund at this time. We need to get paid of our work. unquote! As the consumer I/we too also deserve to receive merchandise that we ordered and paid for already! This is not the case here - that Carpet delivered "WAS/IS NOT THE CARPET ORDERED!" In addition, We cannot address what was/is stipulated in this purchase agreement as to this date, we have not received said agreement papers from Mr. ********************** summation, I am sure you the BBB are tired of seeing my numerous emails using both email addresses I have. I have difficulty in sending the pictures as they are on my iphone and not in my computer pictures. I have sent these pictures in a message from my iphone hoping that you receive them. I thank you for your indulgence in my technical skills and hope that this matter gets the attention needed by National Floors Direct, and they see that what we/I am saying is supported and restitution is proposed that permits acceptance in this most unfortunate situation.

Sincerly,
******* ******
Business Response
Date: 01/23/2025
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time. We need to be paid for our work.
Customer Answer
Date: 01/26/2025
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.
In response to the most recent review (01/23/2025) I do submit hereinbelow that "WE CANNOT ACCEPT THE RESPONSE" by/of the Company, "National Floors Direct!" Again National Floors Direct has for the THIRD TIME in a row responded with the "SAME EXACT" language they previously PROVIDED! WE FOR THE RECORD DO HEREBY "SUBMIT OUR REASONING FOR THIS REJECTION!"

The below language in the paragraph is NEW at this point, and submitted as a possible source for an individual who may possess knowledge of our (the customer's) complaint! I begin by making reference to the language directly following as it pertains to a "rphillips" having the following - email address *************************************** This individual so mention has spoken with by Mr. **** ****** on at least two different occasions as I had knowledge thereof and during this initial meeting on November 13, 2024. I believe that this individual is the supervisor of Mr. **** ****** and thereby can possibly collaborate any talk and/or communications involved on the day of November 13, 2024, I briefly spoke with this individual on the telephone concerning receiving and signing a electronic document sent
concerning the flooring purchase agreement (See remarks below). This document which is reference to the purchase order agreement for some reason wasn't able to reach my email IN-BOX.

I make no accusations to/with his part played in the initial meeting on November 13, 2024, other than what appears herein however, Mr. ***** did speak as I stated with said individual at least on two separate occasions to which, I personally heard. Later into the purchase process, Mr. ***** mention to me after one of his calls, "that was my supervisor who was attempting to forward you (meaning me) the required papers!" I had no other communication(s) with this individual regarding any specifics of the purchasing agreement itself, except as so noted and being fact, that "I to this date have not and never have received any purchase agreement documents I mention this individual now only because, I believe he is/was completely aware to all particulars of the flooring purchase request, and was, I believe, assisting Mr. ***** with the purchasing itself. I submit and doing such make note of this fact that he/she whomever has indeed pertinent knowledge and information on the entire purchasing appointment on November 13, 2024.

As known this claim has been ongoing since 14 December 2024, and there has been "no discussion/comment on the events contained in the complain itself by National Floors Direct personnel and/or contractors thereof on true facts and allegations so specified by the complainants! On different occasions in receiving responses from the Company they have responded with identical, duplicated responses (1/02/2025 and 1/08-2025 and 1/23/2025) which, so stated, "National Floors Direct had completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time. We need to be paid for our work". That was it, their response on "THREE DIFFERENT OCCASIONS!" There is language within the BBB guidelines for complaints stating; "that it is important to the parties to remain professional and productive!" They, the company National Floors Direct are nowhere near close to professionalism and productive when completing their responses as they "did not, not even close, provide an honest review of all the facts and pictures supplied by the customer (to which in this case myself/spouse)! I call attention to their wording to which again, they utilized three times already, which in part states; that they have completed this installation in a manner consistent with industry standards and the language in the purchase order agreement! Had the company read/reviewed that language in our complaint they would have read that their salesman **** ***** "did not provided us with a copy of the signed documents, and with that he stated that "he would upon returning home make copies of the documents and deliver same to us on the evening of November 13, 2024". His words throughout the day of the installation carried multiple "untruths" one after another and all documented within the language of the this entire complaint!

Not a single response was given by the company that focused on the overall "untrue statement" made by this Salesman! They, the company did not even address the most important significant facts regarding the "wrong carpet" delivered to my home and installed! Again, and noted by reviewing their (Companies) comments, they did not address any comment/fact that their Salesman indeed constantly told untruths, and even more so making comments as to what "he will do" to correct a mere fact that "the carpet delivered to my home was in deed the wrong carpet!" I cannot believe that the company would permit a salesman to make such costly promised corrective measures in such magnitude as Mr. ***** made (see below) when he outright promised and stated, at least twice, what "he would do to rectify the wrong carpet installation! To my knowledge, I believe he "does not, nor did not have such authority to rectify, even just to mention this issue of sending in a crew, have them move all the precious items along with the massive furniture, and replace it in its entirety, the existing "WRONG CARPET" with the correct carpet we have ordered and paid for!" These were his exact words, no fabrication whatsoever, the exact words of ******************** and supporting the fact that the carpet "delivered" that day, was NOT THE CARPET WE HAVE ORDERED!

Let me now recall ONCE AGAIN as this is essential and substantial proof to what Salesman, **** ****** said on three different conversations with my spouse and I stated, and that being, the carpet delivered to my residence was not the carpet we had ordered!" Note, that in the companies response they said "nothing", not one word about his statements/actions, which further and clearly supports our complaint!" Their is undisputed fact, "if a realistic review was made" that in this complaint, made by we the customer, that the "Company outright refuses to respond too!" Also within their response they (company) stated that they can not provide a refund as they must get paid for their work. Might I strongly add, that "we, as the customer, also has rights as that is to "receive" the desired piece of merchandise that we already paid for!" This installation was paid, "in full" on November 27, 2024, the exact day of the installation (paid in full) and prior to the installing process itself! There is a "major" fact, critical to professionalism, honesty, good business practices, customer relations and so much more and here not at all addressed by National Floors Direct in their responses, this alone is bewildering to us, the customer and follows, **** ****** involvement throughout the appointment day as he asked both my spouse and I - ''GIVE HIM $200.00 CASH DOLLARS because he with this sale will miss out on some incentive award process given unto him by the company for his sale today! Within that question, he, **** ****** also asked us to keep this $200.00 cash payment between us (him, I and my spouse) as he did not want to lose his job if the Company knew of the payment of this $200.00 cash dollar! I if you will, call this "hush money" as by his words-it fits! What now follows, is simply a question and not a accusation of any sort, but this I personally feel needs addressing maybe not here in content of a complaint, but just in general good sound business handling/measures! This is extremely unbelievable, and unprofessional of traits or acts that a Salesman (any Salesman for that matter) to request cash money (hush money if you will) to be condoned and it must, by any doubt indeed, lend attention to all involved the question of professionalism, integrity, if you will, of anyone connected to business! There are several acts and/or words that raise the question of professionalism, honesty, sound business practices, and then just plain good salesmanship and of any company and/or employee thereof big or small let alone the National Flooring Direct business operations itself and I cannot believe here now that this company can just "overlook the overwhelming evidence!" It is in my utmost opinion, and based-on the pictures and facts so provided by we the customer in this complaint that their is documented evidence/proof that "a wrong" carpet was indeed delivered to our home and installed which that "was not indeed, the carpet ordered by we, the customer!!!

Pictures do not tell lies and in/with our supporting pictures it is clearly evident showing "the Carpet" ordered by us was - PUTTY GREY, and another picture showing "a Carpet" NOT THE CARPET" we ordered but was delivered to my home and another picture captured the molding around a doorway (Master Bedroom) that had damage, and finally just a picture of the "incorrect carpet spread out on the floor of the ******* I submit that in this entire unpleasant situation there is proof beyond any doubt that this entire installation process accomplished by National Floors Direct is indeed flawed in its entirety! The floor covering as it stands in our home "repeatedly is not the carpet to which we, the customer ordered and that damage on the Door Frame molding and Door itself, is evident and so supported in this complaint!

In closing, I sincerely hope that National Floors Direct, reads in its entirety all the wording, promising statements, actions, and pictures, all evidence so submitted by the customer ******* and *** ****** from day one. I just wonder how many other customers was asked for the hush money by Mr. ************ Restitution is a must in this unpleasant, unfortunate, unprofessional installation rendered by the workers and/or contract workers of said company (National Floors Direct). However, so we can come to some type of restitution, may we suggest in all fairness that the cost of the Carpet installation 0f $1750.00 be evenly divided between both parties, and then this $200.00 (hush money) asked for by Mr. ****** on the day of November 13, 2024, be reimbursed in full to the complainants!

Finally, there is another email forwarded to the BBB this date and will show once again the pictures of the Carpeting - One the PUTTY GREY Ordered Carpet, Two, the wrong carpet lying on the Foyer floor near the base of a Grandfathers Clock, and Three, the wrong Carpet rolled up and just lying on the flooring! I sincerely request that this SECOND EMAIL regarding the PICTURES be forwarded to National Floors Direct, so that they may again review the pictures in this complaint!

Sincerely,

******* and *** ******
BBB Complaint ********

These pictures are those showing the wrong carpet delivered/installed to my home . The picture near that wooden object, is that of the wrong carpet laid out on the floor, the picture showing PUTTY GREY carpet was ordered and paid for, and finally a picture of the wrong carpet delivered rolled up on the Foyer floor.

Submitted to once again verify and refuse the MOST recent message from ***, the Company received by us, the complainant in this matter.

*******/*** ******

NFD - National Floors Direct.

Business Response
Date: 02/10/2025
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time. We need to be paid for our work.
Customer Answer
Date: 02/19/2025
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.
OPENING STATEMENT: I have no idea as to how long ones complaint can continue, however this began December 14, 2024, and that is too long in reaching a solution! One thing I know for sure is I am not going anywhere and will do whatever needs to be done to get this Company to be honest in its business practices and dealings with consumers such as us and to admit that they did in fact, "IGNORE all submitted true facts stated within this complaint and in doing such they deliberately refuse to bargain in good faith with SENIOR CITIZENS such as my spouse and I! Therefore, it is with this in mind I submit ONCE AGAIN, that "I DO NOT/CANNOT ACCEPT THE VAGUE REDUNDANT "UNACCEPTABLE REVIEW" SUBMITTED IN BEHALF OF THE COMPANY, NATIONAL FLOORS DIRECT!"

PERTINENT FACTS: National Floors Direct is, in my opinion, with nothing negative intend ant towards the BBB, "beyond a doubt making a mockery/joke concerning the principles and guidelines of the Better Business Bureau's complaint system in assisting disputes of organizations and consumers!" I state this only because, in my opinion, "it is apparent that whomever it is that is levied the responsibilities of responding for the company with a complainant, in this case my spouse and I, ******* *. and *** ******, Senior Citizens is not, at all acting in good faith!" I state, for the record - "had they done such by honestly reviewing ALL overwhelming redoubtable evidence submitted in this entire complaint, which itself "clearly shows that a mistake by National Floors Direct, in their delivering an incorrect product and verified, by the words of their Salesman on "three different times" is beyond any doubt a "carpet that was "not purchased by the complainant" there would be a settlement already awarded to we, the complainant! How can this fact be dismissed by the Company, why can't they just own up to admitting that this carpet, to which they delivered is not the Putty Grey, shown to us by their SALESMAN on November 13, 2024? The Company is unbelievable in the manner to which they conduct business and NEVER have I heard such ridiculous verbiage regarding a problematic situation being addressed and then called, by the Company, "a review!" Why did the company not even address the facts concerning how their personnel handled themselves in responding to phone calls? Their Salesman as stated in our complaint demands "a monetary amount ($200.00) from the complainant and states that his Company cannot provide him an incentive award for his sale due to its cost!" Why was that not addressed by whomever responded to the comments of our complaint? I do not understand how this Salesperson can put down policy of his company and blame them for their restriction of one of their programs, and then they the company overlooks his remarks and defends him in this complain!" How come or better "why was this not address as I feel it important in their evaluation?" Here again, "the Company as named herein apparently condones this Salesman to go beyond his authority and in doing so sets a fix to this incident and then explains it to the complainant as if he owned the business!" Speaking of owning "does the owner of National Floors Direct know about what is taking place within this complaint and emphasizing especially the attitude and conduct of this Salesman?" I can't believe so! "I cannot believe any owner would condone what has/is taking place here with this complaint, which indeed amounts to an outright unprofessional, unethical treatment of a customer!" Here again, "WHY was all the incidents stated within our complaint not even once addressed, not one single word nothing except some ridiculous wording about being paid for its work!" This was pointed out in the argument by myself where the Salesman had said repeatedly, "he would send into my home a crew, remove the "wrong" carpet and replace it with the "ordered carpet selected by the customer! Why was that not addressed? Then to go even further, this Salesman states, "the crew will make all the necessary preparations such as move personal items and furniture within the areas where the "wrong" carpet was installed!" Another key question that goes unaddressed, WHY? These are his words, the words of their Salesman's, NOT mine!" How does the Company permit a Salesman to introduce "what he will do" is this a "common practice him doing this on his own accord, he's will, his way?" Then the Company in support of their business operations communicates nothing at all, not one single statement that supports their practices in business, but does defend the manner to which this particular Salesman conducts his representation of their products even when inappropriate, unethical and self-servant such as those tactics/procedures used by of a Salesman, in this case, who visited my home to make a sale on the date so mentioned above! What then is startling is the Company does not mention the approach or style of their employee who in himself was out of line several times just to make that sale, and no matter what the cost was, he apparently did or said whatever he felt like, even stating untruths and he did it good!

It is apparent to me, as the customer/complainant that **********************, believes they can "ignore completely" the facts, all of them, to which are in the body of our complaint, verified through submission of pictures that clearly, beyond any doubt shows the "difference both in color and texture of the wrong carpet versus the ordered carpet!" Now comes to play, the "hush money" that also isn't responded to and is a "KEY" factor in the manner this Salesman has operated in/on the appointment date! WHY, are so many questions permitted to remain unanswered and ignored that are key in showing and explaining how the Company, National Floors Direct, is at fault herein and not the customer! How can the company continue submitting the same response in three different occasions and expect "anyone" reading the case facts to accept that very vague wording with one sided results? FOR THE RECORD, their response again; "National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchasing order agreement between the customer and the company. We cannot offer any refund at this time. We need to get paid for our work!" This response is unacceptable, and ridiculously so at that!" This important legal document was "not" provided to us and there by its content is "simply" unknown! This was also stated in that complaint that apparently has not been read at all!

NEW TO THE COMPLAINT: I believe it was mentioned by the **************** person who called my spouse that we gave to the installation crew and good rating for their work, never have we stated anything derogatory concerning the installers, they did their job even with the language barrier, they performed well, so let it be known our complaint is with the Company and the merchandise both delivered and selected being at the forefront, not the crew!

Finally, again and again and a key factor in right and wrong, National Floors Direct provides a review that "does not address FACTS, none at all except their own words of getting paid! How about we, the consumer "do we not have a right to receive what we paid for and that being "a carpet we ordered and paid in full for"- one that the Salesman who himself stated three different times as being, "the carpet delivered was not the carpet selected by us, the consumer!" Who knew better than the Salesman in this entire company that the PUTTY GREY carpet shown by picture was indeed, beyond any doubt, the CORRECT carpet purchased? All the others did was "assume" none knew for sure, as they where not present to see the examples shown on the initial appointment date! Why did they not review the pictures IF a review was even conducted?

IN CONCLUSION: In any court, with any Arbitrator, with any lawyer the facts as we have provided can only bring to light that the Company in this complaint National Floors Direct, has knowingly beyond any doubt placed in our home a "carpet" that was their choice and not the choice purchased by us the complainant! Yet they literally "refused" or better "ignored" the proof of pictures, facts and then irresponsibly introduced language, actions and solutions that, in their mind, would render the customer as being in fault, not them! I ask, is this a responsible business practice that customers must face in trying to obtain a legitimate response, or is it just one like this company has taken, "just **** it up its okay don't evaluate truth, don't look at pictures, just do it our way, "we are right!" Unprofessional, unbelievable, inexcusable and just simply a joke! "My spouse and I have submitted to the Company a "proposed settlement" to which, was not responded to in their (Company) review and that was the cost of the carpet and installation be divided 50/50, among the parties, and that the "hush money" ($200.00) dollars requested by the Salesman be applied to the total reimbursement figure to we, the complainant! We sincerely hope that this language herein and above, along with the proposed settlement figures brings to an end this complaint!

Sincerely,

******* *. and *** ******
Business Response
Date: 03/11/2025
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company.
As expressly outlined in the written agreement between the customer and **********************, the customer purchased the exact Mohawk carpet product that was delivered by National Floors Direct. There is absolutely no room for interpretation here. The customer selected the product from a Mohawk 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.
We cannot offer any refund at this time. We need to be paid for our work.

Customer Answer
Date: 03/16/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I cannot ACCEPT THE LATEST RESPONSE from NATIONAL FLOORS DIRECT, to which was received by me on March 11, 2025.

The Company has continuously refrained from responding to the various arguments made by the complainants ******* *. and *** ******. They have not addressed the fact that a wrong carpet was delivered to our home and the carpets in this complaint have been verified through submission of pictures. The carpet PUTTY GREY, was shown along with the carpet delivered on November 27, 2025, and by vision one can see the deference in the argument of a wrong carpet was laid upon our floors. However the company has not, as of yet reviewed or addressed that fact as being done and had this been addressed the pictures would provide proof beyond any doubt that the wrong carpet was indeed installed that day. The company keeps saying the acted in good faith but have failed thus far showing that good faith. They have continually stated that the installation was accomplished by standards consistent of the industry and the language in the purchase order agreement between the customer and the company. They also stated this document as being signed by I believe my spouse! Had the company read the numerous annotations throughout the entire complaint they would known that such a document was NOT RECEIVED, and again, my Security System does not allow emails from those who not listed in my ADDRESS BOOK! That appeared numerous times and apparently ignored by the company in their responses. This is a continuing pattern executed by the company in that when particulars are provided, they ignore them as fact they cannot dispute because they are TRUE! Why was the company so reluctant in responding to the many accusations made and then be permitted to tell untruths of what they "believe" to have been done within the complaint process? They spoke of a selection of a carpet being made by us from a branded sample board provided by the manufacturer and we signed some document, to which is false, unless remark pertained to a verification as to the selection of the carpet itself (being the Putty Grey) and even then, I feel nothing was signed and the company is using this as that document written about above! Found also in the company's comments is that famous repeated language, the company has acted on good faith and in a manner consistent with the content of the written agreement? What written agreement, here again because "the company didn't supply the complainants with such a document", but what they remarked about is redundant! Recall - no such document was given," not emailed not delivered as the Salesman said he would do - NOTHING!" Then comes this comment; "we cannot offer any refund at this time. We need to be paid for our work.' I submit, doesn't this also apply the other way that the customer needs to get delivered the product they ordered and have already "paid for!" Apparently not by the company they demand payment when what they condone is documented and supported to be "wrong!" Facts included herein and throughout this complaint made by the complainants have clearly, beyond any doubt, shown the company, National Floors Direct to be extremely wrong in their entire argument!

Let me now cover yet another vital critical act of unprofessional and unbelievable behavior of their Salesman **** ***** requested of the customers on the day of the ordering November 13, 2024! He asked for $200.00 cash dollars to be paid to him because in this sale he did not qualify for some incentive award program offered by the company, and in doing such said, "keep this between us (me, him, and my spouse) as should the company hear that he would be fired!" I refer to this as "hush money" for our silence for $200.00 cash dollars! Understand, this information has been provided several times already and the company has "failed" again to respond truthfully about the "hush money!" This was not address at all "NEVER!" Apparently and by absence of any comments, the company has shown that the behavior of the Salesmen is "condoned" and they do not feel that important in the flawed installation process! Had they addressed the hush money payment they, if being a good faith company, would have took some type action against said employee or just remarked responsibly regarding it taking place! There was one woman who had called my spouse, I believe to be the day after the installation who stated that this hush money was a tip given by us to Mr. ****** and when she mentioned this on the phone, my spouse heard in the background a man saying, "it was a tip! I submit, who gives a $200.00 dollar tip to an individual who is doing his job in making a sale? Where did this tip come to be fact? Who was the individual making the remark in the background of this ladies call? Nothing was provided to be fact by the company concerning such a critical action unprofessional, unbelievable by this Salesman **** *****! How many times has he did this in previous sales? Why is not not addressed? Simply, and believed by myself they, the company has no answer whatsoever concerning the act! Here again, silence on the issue to me means nothing less than a practice considered okay by the so called good faith company! While addressing the mannerism of the Salesman here is another fact noted to the company and not addressed - not one word about it! When a conversation came about the finished installation of this "wrong" carpet, so noted also by the Salesman as being a different carpet, why was this not challenged/discussed? Mr. ***** had said to my spouse after hearing her disappointment, what can he do to rectify the matter of the wrong carpet being installed, first and utmost, he told my spouse that he would have a crew come into out home, rip out that wrong carpet, move all furniture and personal items from the area, and replace it with the carpet we had ordered! **** didn't stop there as my spouse also addressed the $200.00 dollars in hush money paid him, his words to that was I will return the $200.00 dollars to you tonight when I get home and mail it to your home! These comments also appeared throughout my many arguments in this issue and to this very date (March 16, 2025), no such payment has arrived at our home by Mr. ***** as he so promised (twice)! Then to make things worse, this company remains completely silent in every aspect of the language regarding hush money, as if it was a lie, never happened! Why wasn't this answered? Did the company, or does the company condone s Salesman to -first, promise to bring in a crew, remove the wrong carpet, replace it with the one ordered, and also the crew moving everything needed to be cleared in such a task? Does the company condone such actions by their Sales force? Apparently so, as they have not rebutted it as of yet! Secondly, what about the hush money itself, does the company condone their sales force to ask for these cash payments from their customer? These comments are critical to the entire complaint they are not made up, they are supported were need be, such as pictures to whom tell facts indisputable and known to have been made in the installation process of the flooring within our home!

I mentioned earlier about documents and not being able to receive them. The company spoke of documents also but only that I received them . Below is the individual identified by a email address that can confirm me standing solid and firm that these so called documents never reached me! This supportable argument makes me ask the company where are they getting their information from because its all fiction, untruths! This individual who Mr. ***** said was his supervisor can be spoken with he can provide important facts about the so called documents, about emails not delivered, I can only guess this too has been swept under the rug by the company. (***************************************************************************************************************************************************************************************) is the person that I know Mr. ***** to have spoke with and maybe he can shed some light on the incident of documents! I firmly believe that I have given the company honest facts that took place concerning carpeting my home. I cannot say the same about the company as the have truly addressed noting significant that would show them right in this case!! What does it take to get them motivated and getting a solution to our complaint. They provide only what suites them and not what truly happened or took place! They have condoned bad business practices to be executed by their salesman thus indicating they dont care. They want to be paid, and I argue paid for what? A wrong carpet was placed throughout my home, look at those pictures submitted before the delivered carpet is different in color and texture and can be seen as such, IF they look or looked at the pictures so provided! How can the company claim they act in good faith when they offer no solid remarks that support them in making their argument!

What has happened was no fault of ours, the complainant, what did happen however was the company has been responding with fabrication, untruths, out right dishonest arguments that are doing nothing but prolonging a final fix! Upon a total review of all facts the company, National Floors Direct, has shown they do indeed support all actions and promises made by their employee, even him proposing fixes that are detrimental to the overall business! *** doesnt the company send a representative to our home and look first hand at the installed rug? Why? Because they know that the wrong carpet sits throughout our home and that would show the facts argued by we, the customer/complainant indicate the ***** was TOLD! How can they say, in all honesty, that acted in good faith? What does it take to move this company in a honest solution suggested by the complainants? It is unbelievable how a company providing services to consumers can be so openly wrong and then continuously refrain from providing true facts, true findings, such as reviewing pictures, talking to actual persons to whom may provide comments that provide *****/FACTS supporting the argument of we, the complainants!

Above I suggested the company send a representative to our home to physically see that the carpet installed is "NOT" the carpet we ordered. I am not even sure due to his company's continued BAD FAITH practices that they would send a "impartial" individual to view the carpets final installation to determine that the "PUTTY GREY IS NOT IN PLACE" as they, the company have been stating! It is in my opinion, by the continued arguments "NEVER" addressed or even answered that National Floors Direct, could agree to send an observer as to do such as it "WILL most definitely PROVE them AS BEING WRONG!" They have not, again, been acting in good faith as they so often claim to have been!

Our proposal for settlement still stands in the the purchase price of the carpeting to be, divided equally among the parties and that the hush money asked for by the Salesman, $200.00 dollars be returned to the complainants payment as well. Thus awarding the company $875.00 and the complainant $875.00, plus the $200.00, totaling $1075.00.00 for the complainants. This would put an end to this long complaint that clearly favors the customer as they in presenting their argument have been right and supplied evidence as to them being correct - "a carpet was installed BUT not the CHOSEN and PAID FOR PUTTY GREY carpet!"

Attached are pictures again of the wrong carpet and the Putty Grey (correct carpet).

Submitted by,

******* *. and *** ******
Complaint ********

Business Response
Date: 03/25/2025
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company.
As expressly outlined in the written agreement between the customer and **********************, the customer purchased the exact Mohawk carpet product that was delivered by National Floors Direct. There is absolutely no room for interpretation here. The customer selected the product from a Mohawk 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.
We cannot offer any refund at this time. We need to be paid for our work.
Customer Answer
Date: 03/27/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I cannot state it any better - I CANNOT ACCEPT once again, with the above dated response provided by this Company, National Floors Direct, and to whomever it is that authors their responses. For the "SIX CONSECUTIVE" times their comments REPEATED, and "untrue!" Exactly word for word!

This company states that have acted in good faith! Anyone reading this entire complaint backed by "pictures" can only come to one conclusion and that being that the complainants, and only ones that has acted in "good faith!" How can a company that provides "no proof" at all, (just repeated lies) claim/state they did right in the installation of a right carpet! "THAT IS NOT the carpet ordered by the customer's! **********************, will not admit their error, they refused to send a impartial individual to examine the carpets so it can be visibly noted that their are major differences, the carpets in question are different in "texture and color!"

As so stipulated above six times the provide - they need to get paid, she signed the documents, the carpet delivered is the same one ordered, and the funniest one of all - "they acted in good faith!" I purposely didn't provide all the repeated claims of this company as I do not desire to be like them! We, my spouse and I acted in good faith and surely "not the company!" However, one quote from them is really shows their colors - "they need to get paid for their work!" I guess to them their customers "don't need to receive a product they "already paid for!"

This Salesman, to whom they protect through thick and thin, apparently "runs" the company as he can make and take actions normally executed by the Owner/Management!" I refer to his
statement that sanctioned a wrong carpet being installed - he will send into our home a crew to remove the furniture, personal affects, rip up the carpet and replace it with the one "ORDERED" If by stating those words, (and he did indeed), isn't sufficient proof that the wrong carpet is down, I do not know what the company needs that indicates 'the wrong carpet sits upon our floors - right NOW! I remind them - this is "Their Salesman, who made the sale making this TRUE, statement! This Salesman knows that documents where not given, then comes the following!

The Salesman asked for a $200.00 cash dollars from the complainant's because he did not qualify for some incentive award given by the company, and ultimately states; keep this between us as should the company find out I can be "fired!" However, an individual employed by National Floors Direct, not physically attending the sales meeting tells us, the customer, that the $200.00, cash dollars (hush money), was a tip! I asked how this person came up with that joke - but again, "the redundant responses made by National Floors Direct, in general throughout the entire complaint are all untruths, fairy tales - period!"

To the Company, this may be a joke to you but truly not to us the pain and suffering alone is stressful and should never have been "IF THE PICTURES were reviewed, and THOSE INDIVIDUALS spoken to, our ordeal would have been determined as TRUTH BEYOND DOUBT!"

If you have a little of "good faith" - request of your Salesman that he "REPAY" the "HUSH MONEY" ($200.00) to us via a check mailed to our home and this act can put an "REST" to a complaint that is FACTUAL on the part of the customer and being "FULLY IGNORED" by this entire Company!

I wonder how those who have read, participated and followed this ENTIRE complaint from day ONE to PRESENT would feel "IF THEIR MOTHERS/PARENTS HAD TO ENDURE SUCH TREATMENT?"

Sincerely,
******* *. & *** ******
Complaint ********
Initial Complaint
Date:12/11/2024
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 am the *** for my elderly uncle who lives at this residence. We hired National Floors Direct to replace our flooring. The day of the estimate we left a $2500 deposit. Per the contract we were able to cancel the agreement with in three days. The following day I called and cancelled the contract because we got better pricing. We also called a few more times and sent an email. We were contacted by upper management trying to retain our business. I told him we got a better quote and he said he will offer the job at ***** and he has to send the paperwork to upper management for signoff on the approval. After several days upper management did not approve the price quoted by a manager. I sent an email to a staff member and I was told he was on medical leave. I called back asking for a refund of our deposit because they did not agree to the $5000.00 and I was told I cant get a refund because I never sent a letter in writing. I said we did not send a letter because we were waiting for upper management to agree to a contract so why would we send a letter. They will not issue a refund, they will not schedule an appt for installation until I pay a balance in full. We in the meantime had construction done and cant have all the work done on the initial quote and they want money before they consider doing this job. They have $2500 and have kept it since August. I have found that they had several issues in NY state with similar issues. I need help to get this money back for my elderly uncle.I have all documentation to support this I will have to send this to you separately.
Business Response
Date: 01/01/2025
National Floors Direct cannot provide Ms. ***** 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 was already processed and 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.
Initial Complaint
Date:12/11/2024
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 purchased laminate flooring for the living areas of our home. We were assured the company only sold products made in the *** AND IT DID NOT CONTAIN FORMALDEHYDE. The Salesman told us he would kick in his commission to get our price down. But he asked to give him $200 to offset that loss. To make the floor level throughout, 3/4 plywood was needed. We even gave him a piece of the subfloor the builder had originally used. The installers showed up without the necessary materials and not enough flooring. They wanted to charge us an additional $200 for the plywood. My husband met the installers showed at the ***** near us and bought it for under $100. After they left, they left an empty box behind and it clearly said Made in ********. And it clearly said contains formaldehyde. We have tried to contact the salesman but he does not respond. We called **************** several times and again we either get hung up on or put on hold.
Customer Answer
Date: 12/26/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 01/01/2025
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time. We need to be paid for our work.
Initial Complaint
Date:12/09/2024
Type:Customer Service 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.
Installation Date: 11/23/******* reaching out regarding a recent carpet installation we had done by National Floors Direct (NFD). While the job itself was completed adequately, the overall experience was far from satisfactory.From the beginning, the installation crew was exceptionally rude, frequently pointing out things they deemed "not good" or "not right." It wasnt until I contacted customer support that their attitude improved, and they proceeded with the work.During the installation, the crew carelessly dropped a carpet roll with such force that the entire house shook. Additionally, they moved furniture and removed doors, placing them in our master bathroom, which has a glass shower. It appears they leaned the doors against the glass, resulting in one of them being damaged.When I contacted customer service about the damage, I was informed that *** is not responsible for any damages during installation, as per the contract. Unfortunately, I overlooked this clause within the lengthy 10-page document. However, this situation clearly reflects negligence on the part of the crew, not an incidental issue. Furthermore, removing doors and handling them in such a careless manner cannot be classified as routine furniture moving.Ive tried to explain this to customer service multiple times, but my requests have been consistently dismissed with the same response: that NFD is not liable. This has been an incredibly frustrating experience, and I would sincerely appreciate your help in resolving this matter.Thank you for your time and assistance.
Business Response
Date: 12/19/2024
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company.
After the installation was completed, the customer called to complain about damage to a shower door in an area of the home in which the company did not perform any installation services. We cannot offer any repair service for areas of the home that are expressly not included in the written scope of work as outlined in the agreement between the customer and the company.
Customer Answer
Date: 12/26/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
The business did not install the carpet in the bathroom. However, they removed the doors from other rooms and leaned them against the glass shower, causing the glass door or panel to become misaligned and preventing it from closing properly. I have explained this issue to them several times, but no one understands the complaint. They keep saying that they did not install the carpet in the bathroom.
Regards,
Prasad

Business Response
Date: 01/08/2025
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company.
After the installation was completed, the customer called to complain about damage to a shower door in an area of the home in which the company did not perform any installation services. We cannot offer any repair service for areas of the home that are expressly not included in the written scope of work as outlined in the agreement between the customer and the company.
Customer Answer
Date: 01/08/2025
I have been explaining multiple times that the crew installed carpet as per agreement however during installation they have removed the doors of the rooms and leaned on the glass shower in the master bathroom.
Which caused the damage. Not sure how to explain in detailed. Please let me know if I can speak to someone to explain better.

Regards,
Prasad

Business Response
Date: 01/16/2025
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company.
After the installation was completed, the customer called to complain about damage to a shower door in an area of the home in which the company did not perform any installation services. We cannot offer any repair service for areas of the home that are expressly not included in the written scope of work as outlined in the agreement between the customer and the company.
Initial Complaint
Date:12/07/2024
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 contacted the company multiple times with our complaint and pictures of the carpet areas that need to be fixed. The installation team indicated that the issue with the seam in the middle of the floor and the multiple seams in the walkway to the bedroom was a result of the sales guys incorrect measurements and related to how the carpet was pre-cut; and not something he could fix on his own. I expect the company to resolve the issue and refuse to pay the amount until it is resolved and will take this through civil litigation if necessary out of principle including to establish a wider, national claim for all others who have been treated similarly by this company based on their reviews.
Business Response
Date: 12/12/2024
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company.

The photos submitted by the customer are attached. There are no installation-related issues with this project. This is a brand new carpet; the customer need to follow the Customer Care Obligations provided by the manufacturer at the completion of the installation and vacuum the carpet daily for at least the first several weeks post-installation.
Customer Answer
Date: 12/15/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ********************************* has provided false and misleading information at the time of sale, has not sufficiently addressed the issue, has not provided any information with respect to our warranty or satisfactory follow up and the quality of the overall product is less than expected leading us to believe this is a fraudulent and deceptive business practice.

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: 12/27/2024
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company.

The photos submitted by the customer are attached. There are no installation-related issues with this project. This is a brand new carpet; the customer need to follow the Customer Care Obligations provided by the manufacturer at the completion of the installation and vacuum the carpet daily for at least the first several weeks post-installation.
Customer Answer
Date: 12/30/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
National Floors Direct has not contacted me in any effort to resolve the issue with our floor installation, has not sought to rectify the differences between the information provided to us during the sales process with the final product or provided any documentation to show the warranties and guarantees provided through their company or the manufacturer. Our view remains that National Floors Direct has engaged in deceptive sales tactics and refuses to satisfactorily rectify the issues.

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,
****

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