National Floors Direct

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Destroyed My Property
Posted by Disgusted 53 on 12/21/2012
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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Posted by madconsumer on 2012-12-21:
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.
Posted by Patty on 2013-01-07:
This company sucks, plain and simple. Dont use them! They use illegal aliens to do the work and they wreck your walls! A real shotty job.
Posted by Gardener97 on 2013-01-24:
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!
Posted by Really? on 2013-01-24:
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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Bad Experience
Posted by Dgn58 on 10/26/2007
WARWICK, RHODE ISLAND -- I recently had a bad experience with a hardwood floor company called NATIONAL FLOORS DIRECT. First of all, I decided to take advantage of their no payments no interest for one year deal. Once approved they immediately get their money. Let it be known that they haven't done any work yet. Then they hire subcontractors to do the work. You don't have a clue who you are letting into your home. They were in so much of a hurry to get the job done that they get careless in your home with your expensive stuff. For instance, one guy was removing the existing carpet and rolled the carpet against my expensive sofa and sliced it in three spots. I told him about it and he pleaded with me not to tell his company and that he will make good on the damage. Yea right, try to get your money from a guy who is probably living from paycheck to paycheck. Oh he has insurance but doesn't want to use it in fear of his rates going up. Con man!

What a shotty way of doing business. I wouldn't use these guys for nothing.
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Posted by Jayclick on 2008-01-05:
Thanks for the warning.

You should contact the Better Business Bureau and the Attorney General's Office. If the AG gets enough complaints they'll go after a corrupt business like National Floors Direct.

You could also sue them in small claims court for very little expense.

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Disgruntled employee with real good insider advice
Posted by Upset terminated employee on 05/10/2010
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!

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Ready to Sue
Posted by Unsatisfied and Annoyed on 07/12/2010
MASSACHUSETTS -- How totally disappointed I was with my recent installation. I have NATIONAL FLOORS DIRECT do my entire house. When they were done, one of the techs put the door on the rug and soiled it. He gave me his name and number and told me to call him the next day if the stain didn't dry properly. So, I did. He refused to come and help. I called the 800 number and got the run around... The girl actually said, "if I send this to the owner, it will get denied"... and that is a direct quote. I emailed her repeatedly over the next 2 weeks and have yet to get any resolution. I am very disappointed and will ensure that NO ONE I know EVER uses this company again. Being that I have several builders in my family, that is quite a lot of people who purchase carpeting.

What ever happened to professional responsibility and doing a good job? Is this company so lame that they can't even stand behind their word? I mean, really. It makes me nuts that THIS is the worth ethic of this country at this point. So sad, that in order to make a point, I have to ramble on and on to a bunch of people I don't know in hopes that maybe ONE of you will hear my warning and realize it isn't worth the hassle.... Screw the discount- I would rather have security in knowing the job was done properly and that they stand behind their word.

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Posted by Alain on 2010-07-13:
You can consult with an attorney for free to see if you can get damages on this. I've also had an attorney write a letter (or send an e-mail)on her official letterhead for about $10 to the company and gotten a positive response from that (in a similar situation as yours).
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Worst Customer Service Ever!!
Posted by Bek286886 on 07/10/2012
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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Posted by jktshff1 on 2012-07-10:
What was the problem?
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Company policies and customer service terrible
Posted by Mark.baker on 01/16/2012
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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Posted by Stephen on 2012-02-22:
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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The Worst Company I Have Ever Dealt With
Posted by Eldog on 11/29/2009
AVON, MASSACHUSETTS -- I just wrote a comment to NFD website, but I am sure no will contact me as I have received absolutely no customer satisfaction from them to date.

I wish I read this website before investing my time and money on getting a rug and hardwood floor installed. Both experiences were a nightmare, from installing the carpet at midnight on a Friday night, to having the floor installed incorrectly. After numerous no shows and zero customer service, I felt the need to warn others that you should NEVER do business with this company. There is no one, supposedly, to contact to complain but a Customer Phone Rep. I asked to speak to the VP or President of the Company and was told there was none. It is a family owned company and they wish not to be named. Gee, I wonder why they don't want to be named - it is such a shoddily run company, I can't even imagine how they are still in business.

Anyone who is reading this - please take heed and get your carpeting and flooring elsewhere - save yourself money and headaches - I would never recommend their service to anyone!!
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Inflated Prices! BEWARE!
Posted by Karenskinner1 on 02/08/2013
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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National Floors Direct is ruining my life!!
Posted by SMN on 07/10/2009
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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Buyer Beware
Posted by Jkuek on 04/10/2009
MASSACHUSETTS -- I had scheduled an appointment with National Floors Direct for 7pm on a Friday and put a deposit on a floor installation. On Monday, I was informed that I needed a new furnace so I cancelled my floors (within my 3 day timeframe). I thought I may use them in the future. This has changed my mind. I was told by a representative that my deposit would be refunded within 10 days. It has been over 6 weeks and I was forced to submit a request for dispute to my credit card.

It is unfortunate that this company cannot be trusted to keep their word.
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