National Floors Direct / flooring installation
To whomever will listen at National Floors Direct,
I am writing in regard to our current disastrous experience with National Floors Direct at my parents' home. On July 6, 2018, my sister and I met with and placed an order with your sales representative, Brian Simone, for carpet and vinyl. We were given an installation date of July 23, 2018 and were told that the installation would be done in three to four consecutive days. On the day of the installation, I was called and told the carpet installation had been moved to Weds, July 25th. We are renovating the house and I don't live there, so our contractor let the installers in when they arrived late in the day. He then left them to work and close up the house. The next day when I went to the house, I found that the carpet HAD been installed in the bedrooms but not the stairs and the vinyl work had been partially completed. I also found the house in complete and utter disarray...furnuture had been stacked and thrown anywhere and everywhere. The old backing to the existing carpet spread dust and residue through the entire house including the walls. The installers even used to toilet and failed to flush their excrement! It was DISGUSTING! I have attached pictures that don't come close to showing the extent of mess that was left. To add insult to injury, I found a copy of your Customer Satisfaction Checklist that had been filled out and SIGNED with a glowing report! No one was there to sign it yet your installers took it upon themselves to do so???? I've included a photo of that as well. I was also told by customer service that someone told the installers that we didn't like how the carpeting on the floating stairs looked because the backing showed through so they didn't do the installation. There was NO ONE at the house during the installation so this was a total fabrication.
The problems then continued. Today, July 28th, 2018, we were supposed to have the vinyl installation completed. I spoke to Liz Madigan yesterday several times, including just before the end of the business day, at 5:45pm. She confirmed that the installers would be there to complete the vinyl installation sometime close to 9:00AM. At 8:30 this morning, I received a call from your installation department confirming the appointment, and that I would receive a call one half hour before they arrived so I could meet them at the house. By 11:45AM, I still had not heard from anyone so decided to call the installation department. I was then told by Mr. Dubois that there would be no installation today because the nose molding for the living room stairs was unavailable until August 9th. NO ONE called to tell me this! Again, to add more insult to injury, my husband and I decided to go the the house to check on other progress, only to find the house open and a delivery of vinyl molding on the floor. Someone took it upon themselves to use the spare key we had left for contractors, your installers included, to open the house, deliver materials and then leave the door unlocked. NO ONE called me to ask if this was acceptable! IT IS NOT ACCEPTABLE!
This house was built by my father 48 years ago. It is a cherished part of our family. My father, now 91, is dying and in hospice care. These renovations are being done so my 86 year old mother can rent the house as a means of support. It is a very stressful time for my family, aggravated ten fold by the experience of doing business with your company. Your company has treated this house like its an outhouse and then patted themselves on the back for doing so!
The behavior of your installers is shameful! I have been assured by Ms Madigan that this unconscionable situation is being reviewed my Senior Management. I have also been assured of call backs...none of which occurred. All Mr. Dubois could offer was a weak apology and very little empathy for the way this whole nightmare has been handled.
At the very least, National Floors Direct should refund the installation costs. As the job is still yet to be competed and you have our money, we hope that the job can be completed as quickly and professionally as possible.
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