National Floors Direct Complaint - Horrible Installation And Even Worse Customer Service
We were getting wood floors upstairs to match the downstairs. Our representative (D DF) showed us wood that would match exactly as the wood downstairs. When the installers arrived, the wood they had was darker than what we were shown. When we asked about it, we were told by the installers that that is what we picked and that it is impossible to exactly match colors. We let it go....our FIRST big mistake.
They said they they would be done installing within 5-6 hours. They came in at about 9am, and were at my home till about 2am. YES 2 AM!!!!! All we had to do was the upstairs foyer (from the top of the stairs to where the rooms just start - a VERY SMALL AREA) And at 2am....they were still not done!! They said they would come back the next day. When we looked at the work properly that they had done the next morning.....we were SHOCKED!!! There were cracks and splinters ALL OVER THE FLOOR!!! Apparently they were hitting the nails in too hard (which the installers themselves admitted to us by the way).
We were very very displeased and let the installers know. We even called the company. We were told that the company could not authorize for more material (as though it was OUR fault that the installation was not done right the first time!!). So the installers said that they had someone else's products in their truck and that they would use that to "repair" our floor....so now we were talking about repairing BRAND NEW FLOORS using SOMEBODY ELSE'S WOOD!!!....we even accepted THAT...our SECOND BIG mistake.
After this everything went downhill. They came back the next week and took out individual pieces of wood and put in somebody else's wood(which happened to look a lot like ours). Afer they were done "fixing" the floors (which by the way took all day again), we found MORE problems!! Now the pieces that they had fixed was actually coming back out!! In areas where there should have been wood, we had wood fillers....and nails were popping out from some areas as well!!
We called them back again and complained AGAIN. So a woman I spoke with said they would send out an inspector to inspect. When we asked about the installers, if they could come back and fix it, we were told that they no longer worked with the company (NOTE - 1). So they send out an inspector (S), who said I should hear from the company within a week.
Two weeks passed, and I did not hear from anyone. So we called back and after explaining what happened (for the millionth time) were told by P that someone will call us back in 20 minutes about the issue. No one called. I called back and was put on hold for the longest time, after which I was given an appt for 09/05/08 (exactly 2 months after the floors were first installed) and was also told that the inspector no longer worked for them (NOTE - 2). We were frustrated by this time. But figured as long as someone was coming back out, it should be ok...our THIRD BIG mistake.
The woman I spoke with said someone would call me in the morning and give me a time frame. I did not receive any call. So I called them around 12pm, wondering what was going on. I was told by M that someone would come in at 5pm the same day. No one showed up or called...no surprises there!! I even called the company at around 5:30pm to make sure someone was really coming, and the automated system said that the offices close at 6pm. The very next line said the offices are closed now!!. So I called back the next day, spoke with a person named R, who said someone would come by on sat (09/06/08).
This guy was an installer for them and I guess maybe an inspector too. When the inspector arrived, he said the company respected his opinions and he said in HIS WORDS "I am so sorry your floor turned out this way. This quality used is not really good. The installers did a bad job, and I feel very bad about it. But the problem is, it was someone else who did this job, not me or my people. So it is very hard for me to fix it. The entire floor will need to be replaced. I am so sorry you guys are going through this". This was HIS EXACT WORDS TO US. He said he will talk to a Tony who will call us on Monday and let us know what is going on.
No one called on Monday. So I called back Tuesday, and was told by P again, that someone will call me after 11am on wed (09/10/08). So I told him no one from your company EVER calls back. So I am telling you that if no one calls me, I will call back around 12pm. He said ok. So I called P back today (09/10/08) around noon. Asked for R (the guy who originally told me someone would be there sat)....and guess what??? I WAS TOLD HE NO LONGER WORKS THERE!!! (NOTE - 3). Now either all these people really quit, or they just don't want to come back on line and talk to me!! So I speak with a T and he asked me "whats going on?" So I ask him to tell ME what is going on, as I have not heard from anyone yet, since the second inspector/installer came in on sat. So he tells me that the inspector who came in told him that there was no problem with the floor!!!! I CAN'T BELIEVE SOMEONE WOULD LIE THROUGH THEIR TEETH LIKE THAT!! I knew one of them was lying. So I told Tony that that was NOT what the inspector told us. And I want to talk with the inspector right now, with Tony on line, so I could find out who was lying. And to that I was told that the inspector would come in tomorrow morning....and so I said he needs to call me when the inspector is in. So we have agreed to him giving me a call at 7:30am tomorrow morning (09/11/08). Lets hope he does not quit either and really does call me.
Meanwhile, I am disputing the payment with the credit card company that is financing this deal. The company was very sympathetic and helpful and gave me the necessary steps to follow. I have also filed a complaint with the Better Business Bureau and am filing a complaint with the Attorney General Tomorrow.
DO NOT DEAL WITH THIS UN-RELIABLE COMPANY. VERY BAD CUSTOMER SERVICE. INFACT, NOTHING ABOUT THIS COMPANY SEEMS RIGHT...SCAMMERS, THATS WHO THEY ARE.