National Floors Direct Accused of Deceptive Business Practices
New York, NY, August 26, 2024-New York’s National Floors Direct is being accused of engaging in deceptive business practices, reports Our Town NY.
“… authorities say that in the last five years, there has been a bevy of complaints against the home-improvement company in New York City, which prompted the investigation followed by the lawsuit.
“Since 2019, the city’s Department of Consumer and Worker Protection (DCWP) has received 30 consumer complaints against the company detailing what the city says is predatory and deceptive practices, targeting consumers with false advertisements, routinely misleading them about when service will begin, providing poor quality work, and then refusing to offer refunds and cancellations. DCWP is seeking consumer restitution, civil penalties, and the suspension or revocation of National Floors Direct’s Home Improvement Contractor license. DCWP encourages consumers who were deceived or harmed by the company to file a consumer complaint online.
“The company has long insisted that its work meets industry standards and a company spokesman claimed to be ‘shocked’ by the allegations in the city’s lawsuit. ‘National Floors Direct is shocked by these allegations, and we will vigorously defend ourselves and the integrity of our brand. Since its founding, National Floors Direct has prided itself on providing each of our customers with high-quality installation services, premium name-brand carpet & flooring products, and exceptional customer service at an incredible value. Our care for and commitment to our customers is reflected in our high customer satisfaction ratings, our almost 20 years in business, and our A+ rating with the Better Business Bureau.’”
“This is not the first time that the home repair company has faced allegations of unfair practices. In 2019, the Federal Trade Commission (FTC) issued a Consent Order against NFD after finding that the company violated the Consumer Review Fairness Act. The company was found to have included unlawful non-disparagement clauses in its contracts, preventing customers from posting negative reviews online. NFD agreed to stop using such clauses, but the latest lawsuit suggests that NFD may have replaced that language with other deceptive tactics, continuing to harm consumers.
“Central to the lawsuit is the claim that the company frequently misleads customers about the speed of its services. The company’s website prominently advertises ‘Free Next Day Flooring Installation,’ but customers report that NFD often fails to meet these promises. Some consumers allege that the home improvement company rescheduled their installation appointments as many as ten times, offering a series of implausible excuses for the delays.
“The lawsuit also highlights a particularly troubling practice: NFD reportedly encourages consumers to opt for ‘emergency installation’ services to guarantee faster work. However, despite charging extra for these services, NFD allegedly delays the installations anyway. To make matters worse, the company waives consumers’ cancellation rights, leaving them with no recourse when delays occur.”