Complaint Rating:

Company information:
National Floors Direct
Avon, Massachusetts
United States
Phone: 888-400floor
www.nationalfloorsdirect.com

I was attempting to get my house ready to sell in a timely fashion so I thought, who better than a company that installs next day? I got an estimate from John my salesman, who assured me that the 5 rooms of carpet and 3 rooms of hard surface flooring that I needed could be done in 2 days.

I chose a light beige carpet mid grade that he told me was there most popular carpets and it was ' a great choice'. I was also told that the installers could move my furniture as long as I took all electronics down/apart and emptied all shelves, and disconnected my gas stove. I informed him that I would be away on vacation and I would have my 65 year old mother here on the days needed to be here for the installers.

I first got a call from home at 9am the first day (1 hour after they said they would be here) saying that they had just arrived and could NOT do the work because they didn't move ANY furniture and that they needed a check to start the job. I was at Disney World but luckily was able to work my cell phone and contact their office and eventually my salesman to get the in house financing that I had arranged through them confirmed and that they WERE supposed to move my furniture as promised by their salesman.

After 4 days of my mother being at the house, one of which they promised to be here and never called or showed up, the job was almost done, except that they were out of their most popular selling carpet and they would need to come back in a week to finish the last room.

I took a day off from work, and waited for the installer to arrive on a Friday as promised by a confirmation call that I placed to their customer 'care' center on Wednesday. at 1 pm I called back and spoke the rep I had spoke to on Wednesday who told me that they should be there soon and she would call them and get an ETA from the crew.

1 Hour later I had not heard back from her so I called and was informed that they still did not have any more of their most popular carpet in stock ( 2 weeks from the time that I had their salesman in my house where he took measurements of every room to ensure that the job would be done in a timely manner). I asked to speak to the manager and was put on hold and told just a second, then the rep picked back up and said that he had suddenly left the office and would call me back within the hour ( before 3pm) at 5 pm I finally called back and was able to BS my way through to him.

It took 2 more weeks to finally get the carpet in stock, and I explained that I needed it installed FIRST THING on a Saturday morning as I had a memorial service for a friend who had passed away in the afternoon and could not take off another day of work to deal with this. I was assured by Dave the installation manger that they would be here first thing.

At 11am on Saturday I called to speak to the installation manager again and was told that they should be here soon as they loaded up in Avon Ma. (67 miles/1hr24min according to google maps) at 9am. I again explained my situation to him and he told me that the install and hard surface edge repair they needed to do would only take 1/2 hour so I figured I was safe. 2 phone calls and 2 1/4 hours later they finally arrived. They did finish the carpet install but were not able to fix the edge problem.

It took another 1 1/2 weeks to get that fixed. I had spoken to the managers several times throughout this process with little to no satisfaction. I also spoke to my salesman who told me not to worry that as soon as the install was done I would receive a refund because the owner did not like unhappy customers. After 3 more weeks of fighting with these people I finally got a $250.00 refund on a $6200.00 bill. I was told that this was the entire profit margin of the company and there was nothing else that could be done and I( should stop calling them.

I have since filed complaints with the Attorneys General in Massachusetts where they are based and New Hampshire where I live, as well as the BBB in both states. I would strongly recommend that anyone NEVER EVER EVER use these people for anything. This job was finally completed in October of '07 and the hard surface flooring is already starting to break up at the edge and an 8' piece of trim they put in with 4 nails is already pulled out and floating free. THESE PEOPLE ARE A RIPOFF!