National Floors Direct

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Broken Oven
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RHODE ISLAND -- My husband and I bought a house in RI a few months ago and have been moving our furniture up slowly. He wanted to surprise me and have the floors done before I came up next. He called National Floors Direct and scheduled them to come in between 7-9am on Friday April 8, 2011. They ended up showing up at 12pm.

My husband went over what floors he liked and was able to get the price he wanted. He scheduled them to come in to do the floors Saturday, April 9, 2011 between 7-9am. At 12pm the called to say they were going to be a few hours late. My husband was frustrated at this point but understood and said to get there as soon as they could. At 3pm, they called back to let him know the truck broke down....So they had to reschedule.

Since my husband and I still currently live in NJ, this was a problem. He scheduled everything for that weekend because that's the only weekend he was able to come until May. Needless to say my husband was annoyed at National Floors Direct. He again rescheduled for Wednesday, April 13, 2011. They called Monday to confirm their appointment for Saturday, April 16, 2011. My husband was upset that this company couldn't even schedule properly. He pulled out his paper and read word by word that the company scheduled for Wednesday and not Saturday.

Wednesday comes. National Floor Direct calls and states they will be there between 8-1pm. Very large gap. My husband then notifies his cousin to go over and wait for the floors. The floors come at 10am. During the process of tearing up the old floor, the workers moved our oven and broke the door off. Instead of picking up the entire oven, the only pulled on the door. They thought they were sneaky by placing the door back on so no one would notice. But like most ovens, if it is not properly closed the light stays on. My husbands cousins notices this once the floors are complete. He walks over to the oven and sees the light still on. At that point the oven door comes crashing to the ground almost damaging our new floors. Not only is our oven broken, but the workers tried to pull a fast one on us.

I called yesterday morning and spoke to Lisa. I explained our situation and she asked for a photo. I sent her the photo my husband's cousin took. She said someone will get back to either my husband or myself. Four hours later Frank calls my husband. From the beginning Frank was rude and nasty to my husband. He said things happen and there is no way to prove his workers did it. He then tried to explain to my husband that his workers told his cousin about the problem....which is not true. The phone conversation got more interesting when Frank began to call my husband a liar. My husband said we are not looking for a free floor but to only have the oven that was broken by his workers fixed. Frank said he would look further into the issue.

I called back and got a hold of Frank. I didn't even have a chance to introduce myself or give my last name. I started off the conversation stating I was calling about the oven door. Frank said "Yea I know who you are, I spoke to your husband." The entire conversation he responded to me saying the "Ummm you know, things happen." Actually Frank I don't know. My husband is a mechanic and if anything breaks while he is fixing one problem he fixes the everything. Frank told me that he has my credit card information and he is getting paid regardless. Nothing was signed saying there was a problem with our oven.

National Floors Direct has terrible customer service, rude management, and clumsy workers. If you make a mistake just fix it.
     
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momsey on 04/15/2011:
MDS, that's hardly the point.
Anonymous on 04/15/2011:
OP, you may need to take these clowns to small claims court. Good luck and let us know if this gets resolved.
Slimjim on 04/15/2011:
First I would put a dispute on the credit card charge. It may not work out overall but continuing to arbitrate the charge will hold it up and maybe the cheap owner will break down and spend the $200 or so to fix the door they broke. I would also file a BBB complaint with your local charter. Service businesses like this generally do rely on attractive BBB reports for credibility and don't like to see complaints.
Slimjim on 04/15/2011:
BTW, oven doors don't just fall off Frank. Your workers broke it and you can't even man up to it? I wouldn't ever consider doing business with your outfit after reading this.
trmn8r on 04/15/2011:
Yeah, I might try to contest the charge with the credit card company also. An oven door should be attached fairly well, and not fall off unless it is treated very roughly. The oven should not be so heavy that pulling on the door would damage it. Unless it was bolted or caulked into place.

What horrible treatment - Frank should be ashamed of himself and pay for the darned damage.
nexus205 on 04/15/2011:
Thank you everyone for all your support. My husband and I will look further into what to do!
Skye on 04/15/2011:
I think since they are not willing to face up to the damage, you should take them to small claims court. Gather all your photo's, documentation, and let a judge force them to pay.

Good luck!
Anonymous on 04/15/2011:
If they did your floors right then you should pay that bill. The oven door is a different issue. It sounds like they won't do the right thing so you may have. To take them to small claims court to recover damages.
Venice09 on 04/16/2011:
Aren't oven doors made to come off? Is it possible it's not broken and if put back on properly, it will stay put?

Anyway, I'm on your side with this. They obviously pulled the door off and then tried to hide it. If they refuse to pay for the repair, I too would take them to small claims court. I hope you're at least satisfied with the floor.
CrazyRedHead on 04/16/2011:
My oven doors also come off. You have to lift up and pull them off. There is an arm on each side that you slide the door on and off. My oven is a Magic Chef and is about 12-15 years old and works just fine, although I would love a new one.
Nohandle on 04/16/2011:
Crazy and Venice are correct. A tech was at my home once and removed the oven door. I wouldn’t attempt it myself because I probably wouldn't be able to get it back on. National pulled the door off so by golly they should pay to have it put back on if they can't themselves.
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Destroyed My Property
Posted by on
Rating: 1/51
AVON, MASSACHUSETTS -- National Floors were given a deposit for install of laminate floors and carpet for hallway stairs. Salesman was very nice for sale and bad mouthed Empire Floors. Install date was given, when installers arrived I was informed immediate payment before they could start any work. I was totally shocked by a contractor getting paid in full before completion. Well I know why they NFB requires this as they send to your home non speaking English sub contractors who do not understand what you say to them.

They damaged newly repaired drywall and paint job that had been taken over 3 weeks to be done only to be ruined by the installers and to top it off they damaged my bedroom furniture putting very large scratches and chunks of wood out of sleigh bed and dressers and night table, you try to tell them what they have done meaning the installers they laugh say ya ya and walk out of your home. You then call customer service to make your complaint and your conversation is with a very rude obnoxious customer service agent who pretends she is in charge and supervisor of customer service. NFB then tells you to read line #25 that the contract says your walls and furniture will be subjected to damage such as dings, dents, scratches. Then your stair carpeting is to follow the very next day they have you stay home for the entire day give you time frame and do not show up nor do they call you.
So now you have already paid in full for your laminate and carpeting. They come to your home they damage your furniture, your walls and take your money then you need to chase them to finish the work and never will get reimbursed for all there damages. Beware do not hire National Floors Direct, my next procedure will be contacting attorney generals office, Better Business Bureau and more than likely a claim with the court. I have been horrified by what the installers have done. I was told by customer service who called me next day to take pictures of damages and have the next installer take photos, to date installer hasn't showed up, I was told not to clean there mess they left behind but after 2 days it has been cleaned. I am still waiting on installer of carpeting for stairs and no one has called about damages.
     
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madconsumer on 12/21/2012:
my auntie just had several rooms of carpet laid, and the installers stated they do not move furniture. and if they did, there was a hefty surcharge to do so. needless to say, we moved the furniture ourselves. hearing your experience, I am glad we moved the furniture and not them.
Patty on 01/07/2013:
This company sucks, plain and simple. Don't use them! They use illegal aliens to do the work and they wreck your walls! A real shotty job.
Gardener97 on 01/24/2013:
Thanks for your review - I will definitely put them into the do not use column.

Also madconsumer: how can they even think they could lay carpet without moving the furniture! What a racket!
Really? on 01/24/2013:
I would have filed a police report against them for malicious damage to my property. You may have to go to small claims court. Most jurisdictions it is a $5,000.00 limit. Some are as much as $10,000.00. Always go for the max, you may not get it, but at least you tried! Take pictures before workers get to your home for proof. Pretty sad they act this way. It makes you wonder of the workers are legal in this country..
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Disgruntled employee with real good insider advice
Posted by on
I want to start off by saying that if you are looking for flooring or carpet in any way do not go to National Floors Direct. This is a very corrupt company that takes advantage of consumers. I worked for Empire Today and they actually look like angels compared to this company.

This company has every right in their means to just go to the right price immediately. They really don't understand basic business practices and they have to steal the information from companies like Empire to have any kind of identity. I was forced to lie to customers on a regular basis and they literally tell their "flooring professionals" to lie to the customers to buy. If the reps don't then they get yelled at and threatened by a very immature & inexperienced manager named Dan. It truly is a sad spectacle.

I was lured in to this company by the owner Steve "Sam" Rosenberg making me a ton of promises that he never kept. They didn't even bother to notify me that I was terminated (which I suspect was because they couldn't even pay me anymore) I didn't even get a reason. I just didn't get paid when it came time for pay day and I called relentlessly with nobody to respond. They had someone in customer service call me to let me know.

To back up what I am saying and their credibility. I had over 4 expense checks that bounced. 2 were made right the other 2 I am taking to the authorities. They have been cut off by all of their suppliers due to owing them an insane amount of money and extremely slow payment. I was calling and talking to 2-3 customers a day being told to lie to them stating that the carpet was in "production" or that Armstrong was "out of stock" They have to pay before they get delivery from any company. While all the sons and father Sam drive BMWs and Mercedes the real heartbeat of the company, the suppliers, struggle to get any money at all from NFD. It shows the lack of discipline and disregard to customers rights they really have.

Also if you have a contract with them and you are just reading this. You make the educated decision to not do business with them. Just know that even within your legal 3 day right to cancel. You will have a very difficult time getting your money back. If you do good luck with it clearing your bank.

Good luck!

Disgruntled
     
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National Floors Direct is ruining my life!!
Posted by on
I recently hired National Floors Direct to install a floor and carpet to my new home. The floor did not come out as we had discussed in the initial consultation and when I called the company to complain they kept giving me the runaround. It has been over 3 months now and the issues have yet to be resolved.
Basically, I set up a consultation appointment for March 13th 2009. I had just purchased my home and wanted to rip up the existing carpet and install a laminate floor. Everything we asked for they promised they would do. The main thing we discussed was ripping up my existing baseboards and replacing them with new ones. The "next day installion" they promise took 3 days and the floor was installed over my existing baseboards with a 1/4 round molding over that.
The installer says that the company does not replace baseboards. What I received was a "standard job". He says that now there is a gap too big to change the baseboards and that would require ripping up the floor and installing a new one. This is where the drama begins. I spent 4 weeks speaking to practically everyone who works at National Floors Direct and I kept getting the runaround. I just wanted someone to come and look at what I was talking about and no one would give me the time of day. Every manager I spoke to basically said that since it wasn’t written in the contract they are not liable. I explained that I was told it came standard so it didn’t need to be written in the contract. After 3 weeks of calls and complaints, the manager agreed to come down on Friday April 3rd to look at my floor. He shows up 2 hours late and I tell him that I want a new floor installed because that would be the only way to fix it. He says absolutely not. They will not install a new floor or refund my money. I ask if we can at least paint the 1/4 round to match the baseboards instead of the floor and maybe that would blend better and he says that they can install a white 1/4 round piece instead of the wood one, which was not even a choice I was given in the beginning because I was never told that they even used 1/4 round molding at all. That would absolutely have been a deal breaker for us. I sent a complaint to CT attorney general and NFD responds with this asinine letter that if I just called customer service from the beginning, they would have handled it. Really, who do they think I was calling...my grandmother??? I am livid by this point. It has been 4 months now and this has halted other home projects.
At this point I feel like I have given them ample opportunity to make things right and they just kept giving me the runaround. It is obvious that customer service and satisfaction is not a priority to them.
I will tell anyone who will listen: DO NOT USE NATIONAL FLOORS DIRECT!!!

     
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Installing Floors
Posted by on
Rating: 1/51
MASSACHUSETTS -- My recent experience with Nation Floors Direct was very poor. I was promised laminate floor in three rooms. I got two floors with laminate and one with tile. The representative they sent out to survey the rooms I wanted done confirmed that the company could do the job. When the workers came out they stated that my kitchen could be done, but the laundry room and bathroom could not. The laundry room and bathroom would have to be tiled. A delay which I did not anticipate.

When the second crew came to put the tile in, they stated they could not do the job, because the floors had to be leveled. Another expenses that I did not anticipate. Another delay. I got the floors leveled and they came back with guess what? They could not put the tiles in, I should go back to the laminate floors. Another delay, when they were supposed to arrive it was another delay, they could not make it. I did not get a call, I had to call them to see where the installers where. They stated to me that the crew never called in. I had to wait again.

Now that the floors are finally completed. I had to call them again. Part of the floor has come loose. It has not even been two weeks. I called to have someone come out and I got "Someone will call you. I am still waiting. I think the company should reconsider how they handle paying customers. They get their money in full up front prior to completing the work and you have to be on their schedule not yours. I also believe that when they send out their representative they should know if they can do the job the way you ask and not have to be told later that it can not be done.

They also charge for removing sub floors, In my case there were no sub floors and I was charged for it. When speaking to a representative of the company they said that they would look into it. Again no response. If you want my opinion if you want your floors done right go to another company.
     
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Inflated Prices! BEWARE!
Posted by on
Rating: 1/51
BROCKTON, MASSACHUSETTS -- I had National Floors Direct come to my home for an estimate on hardwood floors. The price started at $3600.00 for a dinning room and a hallway. We told the salesperson we had to think about it and would contact them on Monday. He said he needed to call his office and let them know. After his call to the office he said that they have a "promotion" and could offer us the job for $2800.00. At first it sounded like a good deal but now I'm thinking why didn't they tell us about the "promotion" first? We again told the salesperson we would think about it and call them in the morning.

So another call had to be made to the office before he left our house, and wouldn't you know it there is another offer....$2200.00. Because now he said the manager would give us the "contractor" price if we would sign the contract NOW. "offer is only good now once I leave it's void". They took off $1400.00!!!! Are you kidding me???

I have to admit I was a little excited. We stuck to our guns and told him if we were interested in the offer we would contact him, but after reading some of these comments I WILL NEVER take them up on that offer. If you think it's too good to be true it probably is. WATCH OUT FOR THEM!
     
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Worst Customer Service Ever!!
Posted by on
Rating: 1/51
AVON, MASSACHUSETTS -- I had a problem with my installation and they acted like it was my problem and not theirs. They cost me more money to delay my carpet then to install it. I called in and spoke with a lady (I'll provide name later) who said yup I'm the only supervisor here was the absolute rudest person I ever spoke to. They wouldn't offer any type of discount, but don't worry they offered a gift card said they would put it in the mail that day.. Yup no gift card.. will report then further worst company ever will never order from them again I'd rather go somewhere else for the rest of my carpet not worth all of the hassle!
     
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jktshff1 on 07/10/2012:
What was the problem?
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Company policies and customer service terrible
Posted on
AVON, MASSACHUSETTS -- Hired company to install hardwood floors in 3 bedrooms and hallway. This was almost a $6000 job I paid 50% up front. When installers arrived I was told they required remainder of payment prior to starting the job. I have never heard of a company in the service business requiring final payment prior to the job being completed. I never heard of paying in full for a contracting job before a job is completed. I called the office and spoke to Paula who claims she was a supervisor of customer service. I explained my concerns and it seemed like I was an interruption to her day. I asked to speak to a manager and was never able to. Not the person I would want representing my company.

Installers were very polite and apologetic to my concerns. Based on their response it appears they get this a lot. As you can see by several of the reviews that have one star the company has significant issues in how they deal with their customers.

     
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Stephen on 02/22/2012:
Thanks for the heads up, Mark. 50% down payment is standard practice but paying in full for a job before a service company actually begins the job is just silly. I called the company to verify that this is their standing policy and I too was connected with "Paula" who indeed indicated that full payment was required before beginning the job. So, I cancelled my appointment. Thanks to Mark for saving my time!
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National Floors Direct Compliment
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NARRAGANSETT, RHODE ISLAND -- We are the proud owners of a modular home that came with lino & rugs. Knowing that there may be a problem with the seam under our rug we were very apprehensive about the job from the beginning. We came into our 2009 tax return and decided to have hardwood put in our living room even with these concerns still looming.

In came Empire, Home Depot and National Floors. Empire was competitive but still too high for our budget. Home Depot never was able to get the measurements done because the laser was too much for the estimate person. The Depot never bothered to follow up so we continued on without there quote. Then came the 3 Cent Villain National Floor.

The salesman was rough around the edges caused some first impression concern. HE came armed with only one selection of hardwood samples, thankfully it was only what we were looking for so we paid no attention. When we were just about to close the book on him out came the price of $1700.00 for a 14' x 16' with possible seam troubles toward the back of the room. WOW we were prepared for a rip off, it never came.

We placed the order with a $50.00 down and our adventure began. On the install day No Show! Well at least they only got us for $50.00 we were thinking. I all ready had my review ready.

But wait they came the next day ready to install with 5 guys standing at our front door. Against my better judgment I let them start since we were very anxious to have the job started & finished before a family party later that week. I mentioned to the install foreman that there would be no payment until the job was finished to my satisfaction. No Problem I was told!

The job was finished in 5 hours to our complete satisfaction with no trouble coming from the seam where the house was joined. I cannot be happier with the install and price even though there was a communication problem at the start.

It is sometimes easier to write a bad review since we are unhappy. I try to write a good one whenever possible. I will have NFD work on our living room and keep you posted on the progress.

     
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dan gordon on 04/02/2009:
gee, almost by magic a negative review of NFD gets followed by a thrilling glowing letter of praise. How credible is that? HD charged you $50 for an estimate and you just moved on? Empire the home of one step closing just gave you a price and left you to compare? Gee this sounds sort of skeptical to me.
noah on 04/07/2009:
Dan Gordon do you work for NFD?
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National Floors Direct Bait and Switch
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HAVERHILL, MASSACHUSETTS -- National Floors Direct pulled a classic bait and switch scheme with me. I told the salesman I wanted laminate floors. He brought his samples in and I picked the flooring I wanted. It was called Brazilian Cherry a dark brown floor. I was pleased with the way it looked, not the thin laminate that I had seen my sister and brother-in-law install years ago through a popular home improvement store. This stuff looked like quality laminate flooring. During the horse and pony show the salesman gave me the original price and then applied the coupon and some other discount. Personally I had no idea that they worked like car salesman in that their not leaving until they sell the floor. So then, according to the salesman “because I’m such a nice young lady and he really wants me to get this floor” he called the office for another reduction. This reduction was because they had overstock due to builders not picking up orders. So he gave me a good price and I signed.

I had painted my floor molding because it was an ugly oak so with the dark floor it would have looked bad. To paint the molding I ended up cutting the carpet perimeter to make my job easier which it did. I moved 2 bedrooms worth of stuff down to my dinning room. The installers still hadn’t arrived by 10:30 (their window is 9:00 to 12:00) so I call and the woman is shocked that I haven’t received a call which made me feel good at first. She called me back quickly saying they were on their way and then the installers called and said they’d be here in 20 minutes. Honestly I’m already really pissed because this is a full days worth of work according to the salesman and now they won’t start till 11:30 – 12:00. The installers show up and walk in and my eye is already on the box their holding because the color is glaring my eyes as its light oak “Oh no that’s not my floor!” the poor guys. I apologized to them numerous times; I know it’s not their fault. We call the office and the guy tells me “he’s confused” to which I add “Oh no don’t you be confused I ordered Brazilian Cherry and these guys have oak, there is NO confusion”. He explains that there is no Brazilian Cherry Laminate but there is a Brazilian Cherry hardwood! So clearly the salesman showed me hardwood. Let me add however, if you want hardwood from them, it doesn’t look like the hardwood I have seen, the top coat on it has kind of a plastic sheen.

The installers leave to grab the correct color and they’ll be back in an hour or a little more with traffic. 2 hours later a man from the warehouse calls to double check the color and let me know that the guys won’t be coming back today, I was not happy but he tells me he’ll send 3 guys at 7:30 the next morning. The next morning 2 guys showed up at 8:30. So in the end with considering what I had done to my existing carpet and moved 2 bedrooms to the dining room I did have them install the floor. I had checked with a construction friend of mine and the price I paid was fair. So ultimately I had planned on laminate, paid for laminate and got a color that I liked so I went for it.
     
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BokiBean on 02/26/2009:
I got confused at the end.. You paid for laminate and got hardwood?
Brenda5588 on 02/28/2009:
Ya I wish, no I paid for laminent and got laminent. The bait and switch was that the salesman showed me hardwood and told me it was laminent. So I thought I was getting something much different.
BokiBean on 02/28/2009:
OOOOooo! I'm sorry, there's such a huge difference I can understand your disappointment. That is dirty business by NFD.
Dorothy jane on 03/13/2009:

I KNOW EXACTLY WHAT YOU EXPERIENCED WITH THE SWITCH UP,IT HAPPENED TO ME ALSO.CHEAP QUALITY OF FLOORING AND MOULDING RECENTLY OFFERED TO ME WITH PLANKS OF 10 YR. WARRANTY WHICH I PAID FOR 25 YR. PLANKS AND WARRANTY AT FIRST..THE IN HOME SERVICE PEOPLE STEALING AND DAMAGING STUFF IN MY HOME. CONTRACTERS WITH NO TOOLS TO WORK WITH.CUTTING ON THE FURNITURE AND DEMANDING THAT I LEAVE MY HOUSE WHILE THEY REMAIN TO DO WHAT THEY WANT. I'M HIP TO THE EVILNESS IN FOLKS THAT CLEINTS HAVEN'T DONE ANYTHING TOO. CHEAP,POOR SERVICE ALL I CAN SAY AND REALLY DOESN'T CARE.AFTER THEY GET YOUR SIGNITURE AND MONEY,YOU CAN FORGET WE STAND BEHIND OUR BUSINESS 100%. IT'S NO CENTS UNLESS YOU PURSUE THE MATTER.I LEFT MY HOUSE FOR MONTHS BECAUSE I GOT SO TIRED AND AGGRAVATED BEHIND THE INSTALLING OF A LAIMINATED FLOOR AND AFTER RETURNING AND TRYING TO WORK THINGS OUT IN A RESPECTFUL WAY STILL WITHOUT DESCENT FLOORS.THEY BEGIN TO POP-UP FROM FLOORS IN PLACES AND NOW AFTER ALL THIS TIME I WAS TOLD I NEEDED PADDING UNDER THE LAMINATE.I HAD TO BUY RECENTLY.I HAD ALREADY PURCHASED THE SHEET VINYL WHICH IS ON THE FLOOR NOW. THE NON-PROFESSIONALS LEFT THEIR TOOLS AT MY HOUSE.
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