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Hello, I am a single mom of three girls living in a two bedroom home in Billerica. I wanted to put my house on the market and needed to replace the carpets. I called National Floors Direct in mid October, as I had seen the ads for them on tv. On Oct 14, the estimater was scheduled to visit, but called stating he was having car trouble, so we rescheduled for oct 16th. On the 16th, he came to my home, assessed the rooms to be carpeted, gave me a price, and asked for a $200 deposit. We scheduled the install for Friday the 24th. On the 24th, two men came and stated they could not do the job because they had nowhere to cut the rug. They were extremely rude and did not cancel with me but called the NFD office and told them they would not do it. I spoke to the office, they rescheduled for the next day, sat the 25th. They stated I would be called with a time frame between 8-9am. I called six times that morning requesting a time of arrival, with no response. Finally at noon, NFD called to cancel stating the installers were in an accident. They refused to refund my deposit, so we rescheduled again for Tuesday the 26th. The crew arrived and stated they could not do the job because my furniture was too heavy to move. The estimater stated my furniture would be "no problem to move" and classified it as "light" on the contract. The installers began to swear and become beligerant, refused to do the job, this time I called NFD, who told the men the job needs to get done. They continued to yell in Spanish over the phone, so I asked them to leave. I demanded a refund and the NFD stated they would not refund my money as I was cancelling less than 24 hrs in advance. The woman I spoke to admitted her workers refused this job. I called several times over the last month and a half, to no avail. I looked them up on the BBB website (which I should have done before I hired them) and saw numerous complaints identical to mine. I went to the courthouse today and was informed I would need to file in Stoughton court, which I cannot do, because I cannot afford to miss another day of work for this. I explained to NFD that the deposit came out of my late mother's estate, but they hung up on me. When I asked for names of who I was speaking with, everyone refused to provide me their name. It was suggested to me by several people to take this issue public, as so many others have been affected by them. $200 is a lot of money for me and coming from my mom's estate makes it that much worse for me. By the way, I then went with another company who sent one man alone and he did a wonderful job all by himself, furniture and all! Thank you.
The complaint has been investigated and resolved to the customer’s satisfaction.
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Beware! if you want to throw money out the window hire them! this company should not be in business...From faults advertising to doing aweful work! not one thing good about them! don"t waste your time or money! very poor poor work and customer service...They quote you a price and do half ### work! and want the money up front so you can"t do anything about it! they have large amount of law suits against them! don"t waste your money!
I agree with you 110%. NFD doesn't honor their 180 day installation warranty. Customer service lies about everything. You call them and it's only one women who goes by different aliases. They installers did a bad job on my carpet installation. Come to find out they didn't change the pad in most of the rooms. After battling with customer service, the installers came out to fix the problem. Come to find out, they only replaced the pad around the bed in my guest room. Of course everything is MY fault because I wasn't watching them install. Now NFD said they will not fix the installers error . Do yourself a favor, please go elsewhere or you will be sorry. I can promise you.
Hi Lisa, your complaint is now listed as "Resolved." Could I ask if you were able to get your deposit back? There's over 430 complaints on the BBB and for each and every one of them National Floors Direct refused to refund the deposit or even work with the person at all. Thank you.
Lisa baby I sorry things ain't going right for you you will be in my prayers and I hope things get better for you but I dont even have a home I'm living from place to place and I need my little money to pay my way so I need my money back I need every dime I have God bless
Disgusting business practices..keeps deposit after you cancel claiming emails are not accepted only snail mail or telegram really? do not use them. I canceled my order within 28 hours and they still cashed the deposit check! The sales rep never said anything even after he received my cancellation via email about needing to mail it in and tried to keep my business. There is a 3 day cancellation and if you physically mail it in, nowadays it will not get there in time. They refer to the term telegram which is not even a term used anymore and is an invalid form "a message sent by telegraph and then delivered in written or printed form" as we do not have a telegraph. They sent the quotes and corresponded via email with me. Given covid most all business is usually done via email these days. I spoke to customer service on 4/8/21 Michael and he stated he could not do anything and it had to be mailed in and was very nasty and unprofessional. I received the estimate via email so not sure how you would not accept cancellation by the same method. Customer service rep Michael had an attitude and was nasty. Will never recommend them. very deceptive practices that’s why they do not take credit cards as deposit! Spread the word about them. glad I cancelled cannot imagine the quality of work.