Novakoski Floor Covering Service Inc

"This report was posted 2 years after the initial report giving NFCS an "A" rating stating that the customer was extremely pleased with our installation, and would definitely use our business again. (See 2010 report.) The customer did not contact our company with the above complaints. The wood complaints fall under a manufacturing issue, which if contacted, NFCS would have gladly called for an inspector to determine if the wood was defective, and if so, filed a claim for the wood to be replaced if necessary. Regarding the carpet complaint, NFCS was not contacted by the customer at all leaving us to believe for two years that the customer was satisfied with their new flooring."

"Stan & I worked with her for about 1 year, helping her with her flooring choices. She chose to order her flooring on the very last day of the Spring Sale(date of which she knew in advance by several months) at the last hour before closing, and gave us a check for $6000.00 as a down payment. As is our standard practice in our business with a sizeable amount, I deposited the check the next morning. My husband & I worked late Monday evening placing the orders with our reps thereby making sure the materials would be shipped and sale prices secured. Tuesday morning, She came in stating she wanted to cancel the order, stating we were higher than another quote she had been given. After discussing the two quotes, restocking charges due if she cancelled, and benefits of working with a local, family-owned business, she agreed that keeping the order was best. There was no coercion or anything remotely similar. We wanted her to have the best possible job for the amount of money she was spending. The following Friday, she came in to select more flooring samples. Saturday morning she returned a few, keeping the rest for paint choices. The following Monday, she came in stating she definitely wanted to cancel her order, stating the difference between quotes was too much for her. It was at that time she stated she had lost her job the previous Wednesday and that for that and other reasons she could not go through with the order. My husband then told her he would contact the reps and get the exact amount due for the restocking/freight charges. Once again, due to the fact that the orders were shipped immediately to honor the sale pricing, these fees are unavoidable; however, she did not feel she should be responsible for them and told us she would take the necessary means to get the rest of her money. It took a few weeks for Shaw to pick up and receive the goods and give us the amount due for restocking and freight. The amount totaled $878.50. On June 25, we sent a letter to her explaining once again the reasons for the fees and enclosed her refund check, minus the $878.50. Our bank account showed that on July 15 she cashed the check. Upon seeing that, we assumed that she had come to agreement that the charges were her expense and not ours. Restocking fees and freight charges for returned, special order items are standard and unchangeable in any legitimate business. This complaint is very disheartening to us. We pride ourselves on being very customer orientated, and have a strong reputation in Anderson and surrounding cities for being honest, fair and for doing an outstanding job. We spent hours with her, and many of those were after our store closed. We are sorry for her loss of job, but are left with owing Shaw the above stated amount for returned goods. Her request is to reimburse her also is unreasonable and we cannot comply. Rebecca Novakoski-Owner/VP"