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Complaint Details
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Initial Complaint
11/07/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
"**** *****" of National Floors aka "*******************" came to my home in *********, ** to provide a kitchen flooring estimate on Saturday, November 2, 2024 at 9:10am. Contact: ************. As a contractor, his Business Address: ********************************************. Several floor options were viewed and presented in Ai format. Customer noted the specific finish selected. Husband was on phone during entire visit. ******** asked for payment by check, cash, venmo or ******: No credit cards accepted. I installed a new ***** account due to personal goal to have floor installed before Thanksgiving. During the product review salesman calls his product guy at HQ several times to confirm availability of product selected and price agreed to. This is "**** *****" at the address of record. I searched the address in ****** Maps. A pond shows as the address in front of a business park . I called him out on it. I should have kicked him out then. Finally after 2 1/2 hours, says he has contract. I'm good, I push send to wire Venmo $447 deposit. No contract in return. Instead, he says I need to write this statement in a spiral notebook, "I, ****** *****, waive my right to a 3-day cancellation period because I need immediate installation to satisfy my purchase agreement install by 11/19/2024." (I see the same message by other customers written in the book). Still, no contract.He hands me his tablet with errors in the order: incorrect floor finish; his phone number instead of my husband's; and it said delivery between 11/19/2024 to 1/19/2025." With seeing that, I direct him to give me back my deposit." He shows me the Venmo refund message in his tablet. At that time, I quickly secured his banking info:#********** and Wire#*********. I received a text message from Venmo saying, "**** ***** paid you $447.00." By cell phone, my husband tells him to "Get out!" several times. I apologized to him, he reached out to shake my hand, I responded in kind. Monday I see my account debited $447.
Business response
11/12/2024
This person received a refund on the same day as the initial transaction. Please close this complaint,Customer response
11/13/2024
November 13, 2024
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my financial complaint in reference to complaint #********. However, the comments made over the phone by the salesman's supervisor, **** *****, were rude and inappropriate as a "business manager" towards the ********, my husband and me. He was argumentative and unbusiness-like stating "this is ridiculous." We expressed concerns about the nearly 3-hour initial visit where the salesman NEVER presented an accurate contract for the ******** to sign. The additional hand-written "waiver" and the draft contract were peppered with errors: 1- a discrepancy in the tile description selected by the ********; 2 - the 2nd ******** contact number should have been my husband, but the salesman listed his own contact number; 3 - the install by date of 1/ 6/2025 negated the proposed install date of 11/19/2024 and handwritten waiver, and 4 - the salesman does not accept credit card payment at all. He asked for cash, check, CashApp, or Venmo; and 5 - after-the-fact, I see that the deposit sent to the salesman's personal name bears an image/description of himself as "**** *****, @Friskydingo," not his business name. ALL RED FLAGS!!!Furthermore, personally, I will not trust ******** business ads as a safe source for finding professional solutions. BUYER BEWARE. What unsuspecting ******** would safely trust the aforementioned string of subpar business ethics given the comments above?
I understand that by choosing to accept the business response that my complaint will be closed.
Regards,
*. *****Initial Complaint
10/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Gaps between areas and the flooring, they put caulk and white molding on my oak cabinets, which I cannot get off. They told me to hire a painter to take care of it. Theres literally white caulk all over the bottom of the cabinets. You cannot paint over that and you cannot get it off. just a terrible installation job They didnt clean anything. They left my house in a total mess. And now Im stuck with this white molding and caulk on my kitchen cabinets and bathroom and it looks absolutely terrible. I cant be repaired because Because you cant get caulk off. Again, they told me to hire a painter and its just too bad.Business response
11/05/2024
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time. We need to be paid for our work.Initial Complaint
10/29/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Delivery DATE and poor customer service concerns after you have give a huge down payment and for there services. Spoken to poorly and given the run around to speak with the original salesman.Business response
11/05/2024
National Floors Direct is scheduled to install Mr. ******* flooring on 11/09/2024.Initial Complaint
10/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Need the refrigerator not being jam under cabinet to clean, the man just jam it under because the company said it should fit! put white molding in kitchen were its all wood looks like h*** also did not do the small hallway. Not satisfied call the company to resolve but nothing.Business response
10/21/2024
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We are unable to cut or adjust the customer's cabinets - this must be done by a ********* or the company that installed the cabinets.
Regarding the perimeter wall molding - the company installed the white-primed quarter round moldings specified on the purchase order agreement. National Floors Direct can provide the customer with a "coordinating" color option for an additional cost. We are unable to offer free installation materials & services beyond the written scope of work at this time.
Initial Complaint
10/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Signed contract for flooring, was told that cement board and sub flooring was included in the price. Sales person asked me to resign the contract because of an error on his part regarding the installation date. During installation I found out that the salesperson actually changed the contract and had me resign under false pretenses. I have copies of the original contract showing that cement board and subfloor included. The company said that it had to be written in their special instructions and not just under the installation instructions in order to be valid, so they refused to cover the cost of subfloor and cement board and tried to charge additional $1600. They also sent their contractor to the job with the wrong job info so he was not prepared and did not have proper equipment. I signed a contract for a 2 day job, it ended up being 5 days. I was told they would send a team to do the work, they sent one man to tile >500 sq ft in 2 days, which is an impossible task, it could never have been done. They delivered the wrong color grout from the contract and then tried to charge me $250 restocking fee to correct their error and send the correct color grout, leading me to use a grout color that I did not want simply to avoid dealing with them. What I was told during my consultation and when I signed the contract is not what ended up happening. They completely mislead me and I ended up paying >$700 more out of pocket for cement board and installation because they did not do what they were supposed to do. In addition, the customer service team was incredibly difficult to work with. I ended up paying $9200 for simple flooring removal and new tile. In addition, the job was delayed because of their errors and lack of organization. When I asked to cancel the job and for a full refund before work started I was told I could not due to the contract and would have to pay entire balance plus additional fees. Contract only mentions delays for reasons outside of their control.Business response
10/14/2024
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. ************** is expressly not included in the written scope of work in the purchase order agreement between the customer and **********************. We cannot offer any refund at this time. We need to be paid for our work.Initial Complaint
09/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered a rug thru National Floor Direct with ******* ****** one he came late and was ******* I showed the color and rug I wanted and gave a $460.00 deposit apparently the sales *** wrote the wrong name on the carpet but how was I supposed to know that was the name of the rug I took his word and signed the contract when it was delivered it was a totally different color not what I ordered. I refused the rug and called customer service they preceded that was I signed the contract and order I told them the salesman order the wrong color. I asked to have the salesman to come out and so I can show him what I ordered and they stated there was nothing he cam really do and that I would lose my deposit even though we went back and forth she tried to say it was also my fault because I signed the contract but I didn't get what I ordered I trusted him to order the correct color.Business response
10/10/2024
National Floors Direct cannot provide Ms. Retamar any refund at this time. The customer entered into a written agreement with National Floors Direct waiving the right to cancellation in consideration of an expedited installation. As expressly outlined in the written agreement between the customer and National Floors Direct, the customer purchased the exact Shaw carpet that were delivered by National Floors Direct.
There is absolutely no room for interpretation here. The customer selected the product from a Shaw branded sample board (the sample was produced and provided to National Floors Direct by the manufacturer of the product) with physical samples of the product on it, the customer signed a detailed and comprehensive written agreement, the agreement was instantly emailed to the customer upon execution at the email address she provided and listed therein. The company has acted in good faith and in a manner consistent with the content of the written agreement. The 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
09/30/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
CONTRACTOR FAILED TO COMPLETE PROJECT DID NOT INSTALL REDUCING STRIPS MOLDING IN SOME AREAS DID NOT ****** ALL JOINTS REFUSED TO LEAVE OPEN BOX OF MATERIAL AS DISCRIBED IN CONTRACTBusiness response
10/10/2024
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company.Customer response
10/17/2024
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.
NO reducers were installed as 30 ln ft were suppose to be installed , molding missing around wall area were floor doesnt meet the wall , no caulking on untrimmed edges butted to door areas missing flooring
[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,****
Business response
10/21/2024
The written agreement between the customer and ********************** provides an installation service warranty. The company has attempted to initiate an installation warranty service for the customer but he has refused to send photos and has opted instead to call and threaten the company and use profane language. The company remains ready, willing, and able to fulfill its post-installation obligations to this customer but the customer needs to do the same.Initial Complaint
09/25/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Very pleased with the installation. However, contractor insisted on removing toilets. Contractor stated they were plumbers. My other three toilets were replaced perfectly. The one in the master bathroom was not anchored down and caulked.The customer service department has been giving me the run around. Today 9/25/24 was the first I heard the case was closed.I would like the contractor to anchor and caulk the toilet correctly. This is no fault of mine and I should not be responsible for paying additional money to get this matter corrected.Your assistance in this matter is greatly appreciated.Thank you,******* ********Business response
10/02/2024
As expressly outlined in the written agreement between the customer and **********************, "Toilets must be removed by a licensed plumber at least one day prior to your scheduled installation...NFD does not move vanities, sinks, or toilets. *** does not remove or install any toilets, sinks, vanities, or kitchen islands. No exceptions. This work must be completed by a licensed plumber. We cannot install around toilets, pedestal sinks, etc. Those items must be un-installed and removed by the buyer or their agent prior to the installation."
National Floors Direct does not do any plumbing work - we do not contract for plumbing work and our flooring installers do not comlete plumbing work for any customer. No exceptions.
Customer response
10/02/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[As stated, the contractor removed the toilets on their own. Why am I the customer being penalized? I did not tell the contractor to remove the toilets. Its really sad that we have spent over 10k with is company and not once have I been able to speak with a manager. This is just poor business. All Im asking is for them to fix what should have been done. Have they reached out to the contractor? Is there a manager that is willing to contact me?]
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
10/14/2024
As expressly outlined in the written agreement between the customer and **********************, "Toilets must be removed by a licensed plumber at least one day prior to your scheduled installation...NFD does not move vanities, sinks, or toilets. *** does not remove or install any toilets, sinks, vanities, or kitchen islands. No exceptions. This work must be completed by a licensed plumber. We cannot install around toilets, pedestal sinks, etc. Those items must be un-installed and removed by the buyer or their agent prior to the installation."
National Floors Direct does not do any plumbing work - we do not contract for plumbing work and our flooring installers do not comlete plumbing work for any customer. No exceptions.
Initial Complaint
09/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have been dealing with National Floors Direct for more than 8 mths now & we have spent $30K to have them provide the material & do the work. We contracted with them to install plank tile flooring throughout our whole house. They did not follow through w installing the floor in a timely manner, they were late most of the time if they even showed up, they sent men that spoke no English & did not know what they were doing, the grout is uneven & has divets in many areas, tiles did not all match & many were broken. They or we call to try to make appt for them to fix/repair & they havent come out, but have various excuses why they couldnt do the work?!Business response
09/23/2024
This customer's entire neighborhood was under 2+ feet of water. This has nothing to do with National Floors Direct or the floor we installed. Their floor, like much of their home, was destroyed in the flood. The floor, which remains mostly intact, was clearly damaged during flood mitigation.
If the customer is filing a complaint pertaining to the floor it should be filed against the company that demolished the walls, cabinets, appliances, etc., that were installed over the floor, not against National Floors Direct.Initial Complaint
09/17/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Sales person ***** ****** misrepresented himself. **************** stops as soon as flooring is installed.Business response
09/23/2024
National Floors Direct has completed this installation in a manner consistent with industry standards and the language in the purchase order agreement between the customer and the company. We cannot offer any refund at this time. We need to be paid for our work.Customer response
09/23/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
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Get a QuoteCustomer Complaints Summary
626 total complaints in the last 3 years.
217 complaints closed in the last 12 months.