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Description

Wood, ceramic, laminate, vinyl flooring.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Rite Rug Co. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Rite Rug Co. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 112 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

112 complaints closed with BBB in last 3 years | 47 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 3
Billing/Collection Issues 1
Delivery Issues 1
Guarantee/Warranty Issues 12
Problems with Product/Service 95
Total Closed Complaints 112

Additional Complaint Information

The scope of this Business Review concerns all Rite Rug locations nationwide.

Customer Reviews Summary Read customer reviews

9 Customer Reviews on Rite Rug Co.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 9
Total Customer Reviews 9

Additional Information

top
BBB file opened: May 17, 1949 Business started: 01/01/1934 Business started locally: 01/01/1934 Business incorporated: 08/29/1947 in OH
Type of Entity

Corporation

Business Management
Mr. Michael Goldberg, Owner & CEO Erin C. Appleman, VP Marketing and Merchandising Tom Donev, VP Builder Sales John Kelleher, Propery Mgmt Larry Noel, VP of Sales Ms. Barb Riehl, Executive Assistant to the CEO
Contact Information
Principal: Mr. Michael Goldberg, Owner & CEO
Customer Contact: Ms. Barb Riehl, Executive Assistant to the CEO
Business Category

Carpet & Rug Dealers - New Floor Materials - Retail Carpet & Rug Cleaning Equipment& Supplies Floor Laying, Refinishing & Resurfacing Tile - Ceramic - Contractors & Dealers Hardwood Floor Contractors

Alternate Business Names
Rite Rug Rite Rug Company, Inc. RITE RUG HOLDINGS, INC. RITE RUG HOME RITE RUG INTERIORS
Industry Tips
Contracts - BBB Central Ohio General Statement

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    10020 International BlvdCincinnati Ohio Flooring Store

    Cincinnati, OH 45246 (513) 942-0010

  • THIS LOCATION IS NOT BBB ACCREDITED

    1020 Davey Road, Suite 200Woodridge Illinois Flooring Store

    Woodridge, IL 60517 (630) 590-9404

  • 1175 Hebron Rd.  Heath Ohio Flooring Store

    Heath, OH 43056 (740) 522-8335

  • 1398 N. Bridge St.  Chillicothe Flooring Store

    Chillicothe, OH 45601 (740) 773-7483

  • 1613 Victor Dr.  Lancaster Ohio Flooring Store

    Lancaster, OH 43130 (740) 653-8737

  • 1800 East 5th Ave

    Columbus, OH 43219 (614) 416-4246

  • THIS LOCATION IS NOT BBB ACCREDITED

    20036 Progress Dr.Strongsville OH Flooring Store

    Strongsville, OH 44149 (440) 945-4100

  • 2165 Morse Rd.  Columbus Flooring Store (Morse Rd)

    Columbus, OH 43229 (614) 447-2940

  • THIS LOCATION IS NOT BBB ACCREDITED

    2213 Distribution Center Drive, Suite DCharlotte NC Flooring Store

    Charlotte, NC 28269 (704) 921-9225

  • 3949 Business Park Dr

    Columbus, OH 43204 (614) 573-4244 (614) 573-4221

  • 3949 Business Park Drive  Michael David

    Columbus, OH 43204 (614) 416-4246

  • 4152 Buckeye Pkwy

    Grove City, OH 43123 (614) 305-7118

  • 4242 W. Broad St.

    Columbus, OH 43228 (614) 447-2929

  • 4831 E Main St.  Columbus Flooring Superstore (East)

    Columbus, OH 43227 (614) 447-2828

  • 5225 N. Hamilton Rd.  Columbus Floors Store (Hamilton Road)

    Columbus, OH 43230 (614) 478-3365

  • 6083 Chandler Court  Westerville Flooring Store

    Westerville, OH 43082 (614) 882-4322

  • 647 Colemans Crossing Blvd

    Marysville, OH 43040 (937) 645-0324

  • THIS LOCATION IS NOT BBB ACCREDITED

    6590 Shiloh Road East, Suite C.Alpharetta Georgia Flooring Store

    Alpharetta, GA 30004 (678) 261-9010

  • 6685 Sawmill Rd.  Dublin OH Flooring Store

    Dublin, OH 43017 (614) 447-2900

  • THIS LOCATION IS NOT BBB ACCREDITED

    6851 Hillsdale CourtIndianapolis IN Flooring Store

    Indianapolis, IN 46250 (317) 842-1145

  • THIS LOCATION IS NOT BBB ACCREDITED

    6898 Commodore Dr, Unit AWalbridge Ohio Flooring Store

    Walbridge, OH 43465 (567) 298-4630

  • THIS LOCATION IS NOT BBB ACCREDITED

    75 Brookfield Oaks Dr., Suite #300Greenville Flooring Store

    Greenville, SC 29607 (864) 286-3885

  • THIS LOCATION IS NOT BBB ACCREDITED

    8351 Old Troy Pike

    Huber Heights, OH 45424 (937) 233-5960

  • 8612 Owenfield Dr.  Powell Ohio Flooring Store

    Powell, OH 43065 (740) 549-2922

  • THIS LOCATION IS NOT BBB ACCREDITED

    901 Idlewilde Blvd, Unit 65 & 66Columbia SC Flooring Store

    Columbia, SC 29201 (803) 667-4658

  • THIS LOCATION IS NOT BBB ACCREDITED

    43-10 Bell Blvd

    Bayside, NY 11361

  • THIS LOCATION IS NOT BBB ACCREDITED

    8985 Gallia Street.

    Wheelersburg, OH 45694

  • THIS LOCATION IS NOT BBB ACCREDITED

    9974 International Blvd

    West Chester, OH 45246

  • THIS LOCATION IS NOT BBB ACCREDITED

    14860 Pearl Rd.Strongsville Flooring Store

    Strongsville, OH 44136 (440) 783-6255

  • THIS LOCATION IS NOT BBB ACCREDITED

    1265 Som Center Rd

    Mayfield Heights, OH 44124

  • 1097 Upper Valley Pike

    Springfield, OH 45504 (937) 322-9948

  • 3575 Wyse Rd

    Dayton, OH 45414 (937) 387-1800 (937) 387-1830 (937) 387-1838

  • 701 Miamisburg Centerville Rd.  Centerville Floor Store

    Centerville, OH 45459 (937) 438-9266

  • THIS LOCATION IS NOT BBB ACCREDITED

    2330 Fortune Dr Ste 110

    Lexington, KY 40509 (589) 299-0737

  • THIS LOCATION IS NOT BBB ACCREDITED

    3090 Helmsdale Pl Ste 260

    Lexington, KY 40509 (859) 543-0906

  • 11167 Bluegrass Parkway

    Louisville, KY 40299

  • 215 S Hurstbourne Parkway

    Louisville, KY 40222

  • THIS LOCATION IS NOT BBB ACCREDITED

    6590 Shiloh Rd Ste E

    Alpharetta, GA 30005

  • THIS LOCATION IS NOT BBB ACCREDITED

    9030 Albemarle Rd

    Charlotte , NC 28227

  • THIS LOCATION IS NOT BBB ACCREDITED

    1293 Heil Quaker Blvd

    La Vergne, TN 37086

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Additional Phone Numbers

  • (614) 416-4296(Phone)
  • (614) 447-2749(Phone)
  • (614) 447-2840(Phone)
  • (614) 447-2845(Phone)
  • (614) 447-2900(Phone)
  • (614) 447-2940(Phone)
  • (614) 523-1500(Phone)
  • (614) 573-4221(Phone)
  • (614) 573-4244(Phone)
  • (614) 748-0216(Phone)
  • (614) 748-0216(Phone)
  • (614) 748-7483(Phone)
  • (614) 856-2669(Phone)
  • (615) 793-2700(Phone)
  • (740) 522-8335(Phone)
  • (740) 549-2922(Phone)
  • (740) 725-9240(Phone)
  • (740) 773-7483(Phone)
  • (740) 965-6122(Phone)
  • (937) 387-1800(Phone)
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Complaint Detail(s)

9/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rite rug installed some floors however there needed to be some repairs completed called 7 diferent times to have them come out to complete repairs repairs not completed all the way I am very ddisappointed in this company used to think they were the best but not anymore I would not now reccommend them to anyone their customer service stinks not any good maybe doing this report would make some of correction done for any one else stipid enough to use their service

Desired Settlement: Refund a portion of work done if possible Thank you

Business Response:

Our records show, this flooring was purchased and installed in November, 2013.   Rite Rug’s Customer Service completed repairs on this vinyl plank flooring on 7/25/2014.  At this time,  the customer was notified that we are not responsible for scratches in the vinyl flooring from pets and we will not address issues caused by the maintenance of this floor.   

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I built a new home and rite rug cut corners during the installation. I have been fighting with them since may to get these issues taken care of. The replace my vinyl in my kitchen with laminate floors but that took over 2 months. Now they are supposed to replace the carpet and the last two times they never showed up and never called.

Desired Settlement: I would like the job finished and I want something from rite rug for having to deal with this for over 3 months

Business Response: In regards to Complaint #: ********,  I am still not able to open/respond to this complaint on line.  Rite Rug replaced the carpeting on 8/7.  We previously replaced the vinyl flooring with an upgrade laminate flooring,  at no additional cost to Mr. *******.  We sincerely regret any inconveniences on the flooring purchase.  We do not have a policy for compensation, based on inconveniences.  Also,  the flooring contract was with the builder and not with Mr. *******. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Carpet was installed incorrectly.We still have carpet in our garage which has not allowed us to park our car in our garage. We have called numerous times to contact RiteRug and they have not complied with our problems on the tile flooring and carpet issues. Upon installation, the carpet was not done correctly and there was a tear in the carpet near our bathroom which also had staples showing and our kids stepped on the them and tore their foot on the jagged edges.Also, we disputed the incident with the credit card company who we used for financing and** ******* ****** ***** contacted RiteRug -**** ******** **** *** ********* ** ***** (Corporate Headquarters). We then received written documentation back with pictures of our kitchen tile floor which was scratched and our carpet which was incompletely installed and the staples sticking up in our great room. Additionally, the upstairs was done hastily and there are gaps in the carpet and pockets which weren't stapled correctly with the padding. All this was explained to the credit card company we financed with and an inspector who came to our residence **** ***** ****** ***** ******* ** *****. It was noted by the Inspector ****, on 2/12/14 that the following needed done:1)Had to have Base and Shoe put back on (He gave me the receipt)2)Outlets do not work on backsplash which were fully operational prior to the kitchen tile installation. 3)H/O says they were not supposed to cut around the wire at island(installers should have had it removed)4)Grout issues from (Ice maker leaking while it was unhooked). We were never contacted by the RiteRug customer service and I called today 7/25/14 and indicated that had not heard from back them and we still had carpet and padding in our garage to be installed from the work order all the way back in October of 2013 and our grout needed repaired along with scratch in tile....our carpet was frayed and had staples sticking up... meanwhile, RiteRug reps. were rude and could not help us over the phone.

Desired Settlement: We would like our money back for a sub-par performance and low quality of installation and reliability. Additionally, exceptionally poor customer service when attempting to indicate the problems to Corporate executives.

Business Response:

Most of this complaint is consumer related. The damage at bathroom door according to our inspector (****), was caused by the customers dog which exposed tack strip. We had offered to repair this as a courtesy when we completed the office install. Grout issues were caused by the homeowner unhooking and moving refridgerator without making sure the water was all the way off per our inspectors report (****). Also per ****s report, the homeowner did not want us cutting around a wire that protruded from his floor. However our contract specifically says we will not handle electrical wires, this should have been disconnected by homeowner prior to installation. We did offer, via a voicemail that was left on 7/25/14, that we, as a courtesy, would pay for an electrician to fix GFI Outlet that needs reset and handle any electrical issues. We were not notified about scratches in the flooring until Friday July 25th in phone call with *** *****. All hard surface issues were to be a billable repair as they were not the fault of Rite Rug. We can install the office if the customer so desires at their convenievnce…

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/11/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: two days after installation, I filed a complaint with the company about buckling in the floor. It has steadily become worse over the past months since install,now they say it's a moisture problem. The only product used on the floor was "made" for laminate floors. They were only installed in April 2014. The workmanship was sub-par and un-finished and now I'm told it's not "their problem".

Desired Settlement: Actually, I would like to up-grade to hardwood after seeing what trouble laminate is. I want to pay the difference between the two floors. The floors cannot stay the way they are.

Business Response:

I am sending this email in response to this complaint, as I am not able to respond online.  Rite Rug Company hired an independent, certified inspector, not affiliated with Rite Rug to evaluate the flooring issues in this complaint.  We are enclosing a copy of his report, for your review. 

According to his findings:  “  Analysis and Conclusion:  The raised and puckered side and end seams were consistent with moisture issues not installation issues.  When moisture is introduced into the laminate it enters between the joints and if not dried within a short time the moisture causes the joints to swell, raise and pucker along the adjacent side and end joints.  This is consumer related.”  “The oval marks on the planks is consistent with topical coatings which has been applied to the surface of the laminate.  This was also evident when the rack in the kitchen was slide and the coating had not been applied under it.  The application of topical coatings are not recommended by most laminate manufacturers.  This is consumer related.”  Pictures can be provided, if needed.

As a consumer goodwill gesture,  Rite Rug will offer the customer full credit on invoice #: “********”  (copy attached)  towards the reselection of an upgraded flooring.

Please contact me, if I can be of further assistance in this matter.

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My upstairs carpeting was installed by Rite Rug through my builder******** *****. Upon during my pre-closing walk-through I commented that the carpeting seams were visible and should not be. I was asked to see if the seams might "lay down" in a few weeks and wait until the 6-month repair date (October 2013). In October the seams still looked bad and were getting worse. Rite Rug sent a technician out to fix the seam. The work that was performed did not work. I asked Rite Rug to come out again during a December service call for tile. Again, the a technician attempted to fix the seams with no results. All of the seam upstairs still are very visible and getting worse in certain high traffic areas. Finally in February 2014, the team lead came out to look at the seams. He said that the carpet was not properly installed and lacked seam tape. Without the seam tape as the technician keeps repairing the carpet, he is pulling apart the backing and weakening the carpet. The only way to fix the carpet is to take carpet from another area in the house and put in a new seam cutting a slice of the "bad" carpet out and fusing to the remaining carpet.

Desired Settlement: Replace and properly install all carpeting upstairs and down the stairs to ensure it matches.

Business Response: Our records indicate,  this flooring contract was with the new home  builder,  ******** *****.  Rite Rug contacted the homeowner and scheduled another carpet repair for July 18.    

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/27/2014 Problems with Product/Service
7/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got my carpet installed about 2 weeks ago. When the crew came out they spent. 8 hours installing the carpet. When I went to check the installed carpet in the basement I noticed that they didn't even install the carpet. I can lift my carpet and see the floor underneath. There is no padding in the closets and one whole side of my carpet is ripped.. I've been calling rite rug to get someone out here to fix the issue and when they did finally send someone the guys just checked my carpet and said we'll have to come back. That was a week ago and I still haven't had anyone come back. When I do call about this to rite rug they just give me a run around. I will never do business with this company ever again. I am surprised this company is even open for business.

Business Response: Rite Rug Company scheduled and completed the carpet repairs on July, 7.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/20/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I recently built a house that we closed on in November. Since closing there has been multiple issues with our hardwood in our kitchen and hallways and also our carpeting in entire house. Our hardwoods had numerous soft spots, gaps, wrong colored putty, and splintering. Rite Rug has come out to look at hardwood floors and attempted to spot fix them 4 times before replacing them completely. Once they were completely replaced we have had numerous soft spots, gaps, and splintering of wood, resulting in almost the same condition they were left in upon move in. Prior to move in Rite Rug came out 3 times to fix soft spots resulting in uneven spots throughout our kitchen and hallway. They continue to come out and do the same shoddy work they did in the beginning using cheap material and unskilled workers which has caused us to take off numerous days of work. Since the hardwoods have been pulled up multiple times our carpet cannot be stretched anymore to be placed under the hardwood. Rite Rug stated the carpet is ruined at the edges of entire downstairs and when they attempted to stretch and cut out bad part and re tuck carpet it did not work and carpet can be pulled up from floor. There is excessive carpet shedding and holes left in our carpet where it meets the hardwood and also by the fireplace from multiple stretches. Not only has this happened but the grade of carpet is very cheap and falls completely apart when spot cleaning. According to the warranty we have cleaned with the correct cleaning supplies and the carpet becomes matted and the fibers fall apart leaving holes in carpet. We were then told by *** the owner of Rite Rug that we cannot spot clean our carpet only professionally carpet clean it, even small dirt spots. In our warranty it does not say this and also states that this carpet is stain resistant, which is not the case with even light dirt stains. We have a year warranty on this carpet and they are not returning our phone calls and are stating they can not discuss this with us and we have to contact builder. However builder is stating that this is an issue Rite Rug is supposed to handle. We are left with carpet completely dislodged in the entire downstairs and stairs. There are seems throughout house in living room dining room and master bedroom running length of rooms that have been unfixed. We have stains on carpet where we attempted to clean and now fibers are destroyed and carpet is matter with the stain still there because it is impossible to clean up. None of these stains void the warranty. We also have a very big bump in laundry room where vinyl is not pulled tightly and when *** came out to see it he refused to fix it stating that it was not bad enough. The laborers hired by RiteRug have been very unprofessional leaving their shoes on and causing stains throughout our downstairs and landing on steps. Our carpet is also so thin that when you walk up the steps you step on nails that puncture your feet. Myself and daughter have both stepped on this and has caused bleeding. Rite Rug stated they have fixed this and we still have nails coming through. The owner does not show up to scheduled appointments and does not call to inform you he will not be there.

Desired Settlement: We would like our carpets to be replaced with good quality carpeting that reflects what our manual says about the carpet and what our warranty states we are protected against. We would like our hardwoods to be done correctly using good quality wood that does not splinter and no gaps left between boards which is also what our warranty states we are entitled too. We would like this to be done the right way and not have multiple people coming back in to fix the work causing us to take time off work and rearranging our house.

Business Response: This letter is in response to complaint number ******** which was received in our office
on June 30,2014.

On 7/24/13 initial product selections were made by the consumer. These products were
installed in October of 2013. In January 2014 RiteRug was contacted by the consumer,
requesting that the hardwood flooring be repaired in numerous areas. In April, after
several attempts to resolve these issues, the decision was made to replace all of the
hardwood flooring at no cost to the consumer. This replacement was completed and was
signed for on 5/7/14 by the consumer. Since that time, two glue injection repairs have
been performed to address soft spots noted by the homeowner. Such repairs are not
uncommon in this type of installation setting (wood on a concrete subfloor).

Once replacement of the hardwood was complete, re-installation of the carpet next to the
hardwood was performed. Following this re-installation, at the request of the consumer,
RiteRug initiated a warranty claim. Shaw Industries, the manufacturer of the carpet,
commissioned an Independent Inspector to the residence on 6/20/14 (a copy of the
inspection report as well as pictures are attached. It should be noted that the comments in
the captions of the pictures, are that of the independent inspector, and not of any
employee of RiteRug). Based on the results of the inspection report, the manufacturer
issued a letter, denying any warranty claim (also attached). This letter clearly states that
the product selected by the consumer is not warranted to protect against pet stains and
paint spills. It also states the carpet has been "force pulled out" and has "abrasions".

RiteRug, in good faith has made several attempts to address the issues brought by the
consumer, to the point of replacing all of the hardwood in the residence. RiteRug
continues to address issues with the hardwood (area near the sliding glass door). The
hardwood is currently performing within the standard of the product purchased.
Additionally, as noted in both the inspection report and manufacturer's denial letter, the
performance of the carpet is not warrantable and as such, RiteRug will be unable to meet
the consumer's desired settlement in this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/11/2014 Problems with Product/Service
5/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new home with Ryan Homes. The floors were upgraded to laminate flooring by Armstrong using Rite Rug as the contractor. Upon installation there were numerous issues. The transition pieces were nailed down, there were gaps in between the boards, and the boards were not flush. When I initially contacted Rite Rig via Ryan Homes, they had Rite Rug fix most the gaps and the transition pieces between the rooms. The corners of the boards that are not flush are still not fixed. I contacted Ryan Homes and Armstrong they both said the next step would be to go to the Distributor and he would inspect the floor for issues. The outcome of this was a letter from Armstrong to the Distributor telling me my warranty claim has been rejected due to it not being a manufacturing issue. This letter only addressed the gaps in the floor. I spoke with Armstrong and they said there specification from gaps in between the boards was a “business card” should not be able to fit in between the boards. Which I am fine with at least it is a hard specification I can hold contractors to. The letter never addressed the flushness of the boards and I specifically addressed this with the distributor sending him an additional 15 (approximate) pictures of flushness issues(which appears never made it into his report to Armstrong) and calling him, but never received a return call. Armstrong has told me the specification for this is much tighter and I should not be able to catch a finger nail over the boards. Overall having the Distributor which sales the flooring to Rite Rug and is the one that is inspecting my floor seems like a conflict of interest. For example, the Distributor told me “you can’t expect a floor this large to be perfect.” I feel for this product to last the 20 years it is warranted to, it should be installed correctly. As of right now we are already experiencing a chip on one of the corner of a raised board since it is catching as we walk over it. We closed on our home in the middle of January and it is currently May 7th.

Desired Settlement: Fix boards that are not flush with the floor and catch a finger nail when dragged across.

Business Response: Ryan Homes contracted with Rite Rug on the laminate floors at *** ****** ***** ****, SC.   Rite Rug , Ryan Homes along with The Distributor have scheduled appointments to evaluate & repair  this  flooring on 1/30, 3/14, 4/4, 4/6 & 4/16.   Transition tmold was replaced  on 4/6 and a broken piece of shoe molding was replaced on 4/16.   We are submitting a copy of the report from "Armstrong"  the flooring manufacturer , dated "May 8, 2014.  Stating:  "No manufacturing defects were found."  "Gapping in laminate flooring can occur for a variety of reasons,  including but not limited to, subfloor movement, installer error, or seasonal humidity changes."   "Since the problem is not covered under our warranty, we are unable to authorize an adjustment."   Rite Rug's position is, there is no further action,  at this time regarding the flooring installation, as it was installed according to industry standards.  

Consumer Response:

The statement that Rite Rug provided does not address the issue. I wrote that they had the distributor do the inspection, but he left parts of his inspection out that he submitted to Armstrong. Reading the report it only addresses the gaps in the flooring. In my orginal complaint I have dropped the issue of the gaps but I still have the issue of floor being flush. Armstrong has verbally told me via their customer care line that the corners of the boards should be flush and no raise that a finger nail could get caught on. Also the the report does not address the bounce in the floor or if my subfloor was adequate for the installation. They also have not scheduled the silicone install in the high moisture areas that is clearly stated in the installation guide from Armstrong. It seems there is lack of attention to detail by the contractors installing the flooring and feel as a customer I should not have to research lamintae floor installation to find out there are numerous discepancies in their installation.

The Distributor did not submit all of my complaints to Armstrong and now I get a report from Armstrong over just one of my issues saying this is within specification(the gaps). Then where is the report about the bounce in my floor or that the floor has raised corners? The report that they are referencing was failed to be attached to their message.





























Business Response: Rite Rug contacted Armstrong on this issue.  The Armstrong Representative, **** ****** and their technical Manager met with Mr. ********* on May, 19.  We are waiting for the results from Armstrong on this meeting.

Business Response:

Please find attached,  a copy of the letter from “Armstrong World Industries”  dated “5/22/2014”  sent to ****** ********* addressing his flooring concerns.   Based on this report,  Rite Rug Company will contact Mr. *********,  to schedule  a repair appointment to correct the quarter round installation.

 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I purchased both carpeting and wood laminate flooring for our new house from the Springfield Store. The carpet was installed on Wednesday, April 23rd without problems. The wood laminate was partially placed on April 25th as scheduled, however the installers did not finish the job. The installers said they would be back on Monday or Tuesday April 28 or 29th to finish. No one came. I called Wednesday, April 30 and spoke with **** who had no idea that the flooring was not done. He assured me that the flooring would be done the next day (Thursday, May 1). No one called, no one came. I called in the afternoon on Thursday, May 1, and **** assured me that they would come out the next day (Friday, May 2). Once again, no one came. I called Friday morning to make sure someone was coming out, and they assured me that someone would be at my house. But no one came or called. I spoke to the Assistant Manager on Friday evening and he told me that someone would be coming out today (May 5) to finish the wood laminate. I told him that I needed it done by 2pm. I assured me that it would be done by 2pm. I called today at 10am to make sure that the installers were coming and this time spoke to the GM at the store who told me that someone was coming and that he would be calling me shortly. No one called. I called back to the store at 2pm and spoke with the GM again and he said he would call me right back and let me know what was going on with my flooring. No one has called me back. Furthermore, I asked that the original installers not come back as they were huffing laquer in front of me and my 3 year old son. Then the installers proceeded to get in their van right after partially installing my floor and drive away "high". They left with the floor that my husband and I paid for, and did not even finish installing it.

Desired Settlement: I request that the business come out and finish the job. I have missed 4 days of work waiting for flooring installers to show up who never did. I would also like a partial refund for the hassle of missing work and the headache of several calls with no response over several days.

Business Response: Rite Rug sincerely apologizes for the delays on finishing this job.  All items are now completed. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Jul27th Purchased Hardwood . I was told the trim would not be in stock for a week"would get call back" on delivery date and they would deliver quarter round ahead of time for us to paintAug5th August 19th - I called Rite no less the 5 times to try and get a delivery date. Nobody ever called me back. I was told during one phone call that a possible installation date would be the week of August 19th. Even then I was told Id be called back to confirm. Nobody called me back. Aug 19th I got a call. It was the installers. Surprise! Luckily my wife was home. The installers moved the furniture and installed the hardwood. However, the t-molding doesnt extend far enough out to cover the old trims nail holes! There are nail holes all the way around the floor where the t-molding meets the linoleum. The installers said to fill it with wood putty and they could put a silicone seal on it also (when they come back). No one ever advised us that the replacement flooring/molding would not cover Exactly the area that was being replaced. Having those old nail holes visible significantly takes away from the look of this new hardwood floor. Also, keep in mind no quarter round was delivered early to paint like we were guaranteed. The installers said to call Rite Rug and set up another apt to finish the quarter round installation. At this point furniture is strewn through the house. Aug 19th PT. II I call Rite Rug to set up an apt. to actually finish the installation. I was toldYup you guessed it, Id be called back. Aug 21st Rite Rug Customer Service calls me. Says they have no openings the rest of the week. Can install the rest Monday the 26th. Aug 26th Installers show up. They cant fix the trim unless the find bigger molding or rip up the existing job and an extend it. They had to see if wider trim was available or if they have to rip up existing to make long enoughOh and we would get a call back to finish. Aug 27th Still NO CALL BACK to finish the installation.

Desired Settlement: I feel I shouldn't have to pay for the installation. My house has been in shambles for over a week now and the job STILL isn't finished.

Business Response: Rite Rug sincerely apologizes for the installation issues on the trim.  As a consumer goodwill gesture, we will offer a refund in the amount of $529.92 for the cost and installation of the shoe molding.  Our Customer Service Department will send a claims release form and process the refund when it is signed and returned.   We are decling the request for a full refund on the entire installation.

Consumer Response: Please reopen case ID *******. The issue is still open and services have STILL not be rendered. I formally request an arbitration hearing to discuss installation charges on a service that has been yet to be complete nearly 2 MONTHS after order. I also formally request that my case be shown publically so all can see how AWFUL of a company RITE RUG is.

Business Response:

Rite Rug's Customer Service Department scheduled and completed the finish up of the transition strip on this job on 10/14/2013.    Our previous policy adjustment offer of "529.92"  on 9/6 still stands.    As of 10/15 Mrs. Lastowski informed our office there are 2 new issues in this installation & she will send pictures.  She found a chip in the wood and an issue with their existing vinyl floor in a doorway.  Our Customer Service Department will continue to work with the customer to try to resolve the new issues.

 

 

Consumer Response:

The job is still not complete.We still do not have the flooring installed correctly.  I would like to have this case go to arbitration as I don't want a rite rug person anywhere near my house at this point.  
































Business Response: Rite Rug regrets we have not been able to reach a mutual agreement with Mr. Lastowski on his flooring installtion.  Rite Rug is prepared to proceed with Arbitration,  as requested by Mr. Lastowski to settle this matter.

Consumer Response:

The majority of the documentation with Rite Rug is in the original ticket. Since then the flooring that was installed has started to come up from the floor and separate (pictures attached). In brief, Rite Rug took nearly two months + to install flooring in our house. On multiple trips to our house they have never actually fixed the issue of the original installers not correctly installing the flooring and leaving a mark along the outside of our transition. It's been an absolute nightmare dealing with this so called company because they never return calls and when they do, you basically wait weeks for action. To top it off like already stated the flooring is now coming up and looks awful. I could have installed this flooring myself and it would have saved me "thousands". I'd like at the bare minimum to have Rite Rug come back out and in the course of 1 business day completely fix the install and reimburse me half of the install cost.

Business Response:

Here is Rite Rug’s position on this complaint.

 

1.        Rite Rug previously made a Policy Adjustment offer of $529.92 to the customer for installation related issues and inconveniences.  This offer still stands.

2.        We will repair the chip in the one plank.  As per the picture,  provided to your office.

3.       Customer is not due the requested refund “for the three boxes of overage the installers kept”.  Extra materials, which are not charged to the customer  are sent to the job with the installers to be used if needed.   Customer purchased and received  “651 sq. ft. “ “Boca Raton”  flooring as stated in the sales contract “********”  (copy attached).  Measurements taken by Rite Rug can be provided, if needed.

4.       Rite Rug is not responsible for the indentation in the customer’s existing vinyl flooring from removing the customer’s metal transition strip.  We did not install this flooring.  The metal strip needed to be removed where the existing floor meets the new wood flooring.  There was no way to anticipate the removal of this metal strip would leave an indentation.  We located, provided and installed  an extra wide wood transition strip, at our expense to try to cover this as best as possible.      

5.       Customer was to move and replace their own furniture,  per the sales contract.  Moving furniture is an additional charge.  The installers moved the furniture and Rite Rug absorbed the labor costs.

6.       On the new issue of gaps in the flooring.  Please review the attached documentation from The National Wood Association NWFA:  stating:   “Seasonal humidity change may cause the wood to expand and contract.  Cracks are normal and will appear and disappear between floor boards during seasons of high and low humidity.   “Use a humidifier throughout the winter months to minimize gaps and cracks”.  Documentation from the flooring manufacturer, woodmonsters.com  also states:  “Problems:  Cracking or Gapping”    “Small crackling within and between hardwood flooring planks are normal and should be expected during certain seasons and will vary depending up specific geographical locations.  When the air is dryer, wood flooring will release some of its moisture into the atmosphere and naturally shrink.  Cracking or gapping between the planks will appear and may be slight or somewhat noticeable.   When the outside air is filled with more moisture, such as in spring, the boards will absorb some of the moisture and swell back to their original size.  This is normal for all hardwood flooring and will happen as long as the wood floor is installed.  Engineered hardwoods will display less of these characteristics.  Woods that are naturally darker or carry a darker stain will help cover up some of these cracks.  Further, purchasing  hardwood flooring that has added texturing such as hand scraping, chiseling or brushing also will help to blend the cracks and spacing.  If a homeowner does not want cracking or gapping to occur, humidity control devices should be placed within the home to achieve nearly constant humidity levels.  If putting a humidifier or dehumidifier in the home is not an option,  homeowners can increase the humidity levels during drier months by not turning on the bathroom fan when showering,  opening up a dishwasher when the final rinsing is finished or hang clothing to dry indoors.  A large pot of water can be placed on a conventional stove top on one of its lowest settings as long as it is carefully monitored for safety purposes.  Homeowners may find placing a cast iron pan full of water on top of a level heated wood stove may also serve the same purpose. 

Rite Rug Company is prepared and agrees to proceed with the Arbitration Process.  Please contact our office, if additional information is needed.

BBB's Final Determination: Complaint was resolved through BBB Arbitration

5/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This issue and problems getting this case resolved is entirely on the sales person, **** ********, that represents RiteRug and came to our condo to sell his/their product. His business address is the same out of Rite Rug above but his cell phone is ************. Ok here is what happened and where we currently stand. On April 21st we had **** ********, a sales person from Rite Rug, come to our condo to see if we could do business with him. He was referred to us by our realtor. We currently haven't moved into this condo. And so, wanted to get everything done as soon as possible without us being there. We were adamant about it to him and also told him that we couldn't have any work done there after 6pm due to the condo bylaws. He agreed and acknowledged. He came into the condo and we picked out the vinyl plank wood and carpets that were to be installed. He said he need the balance of the entire work upfront and that it would be $4,439.49. Which after measuring the condo, we wrote an invoice up for us with specific areas and what was to be carpeted and what was to be vinyl wood. As we were finalizing the sale, he was talking about other customers of his that were complaining etc. and this I found odd especially since we were to be perhaps future customers. We told him, because my condo co-owner, **** ******, was on vacation all last week that we needed the work to be done in a specific time frame. And if we went with him that it need to be in that window of time. Of which he agreed it would be. And that we needed it done no later than the weekend of April 26th/27th and at the latest Monday April 28th. He said he'd recheck and get back with us. Here is what we would find out that he doesn't get back with you in a timely manner. We thought maybe he was just busy and decided to go with his service. He said over the phone that evening that he needed the full payment and that I could give him a debit or credit card over the phone of which I did and my account was debited then for $4439.49. And our agreement was that it would be completed on that time frame. I have the bill/invoice if you would like it or I'll try to copy and send if needed. This is the only item we received from him. And it shows a complete total. He wrote this up after he measured the condo and itemized everything on this sheet as to what would get vinyl wood and what would get carpeted. No where on this invoice does it say anything but what we discussed and what we agreed upon. We started having problems getting answers from him as to when the work was to be done. So we finally heard Saturday, 26th of April. That crew came just to do that part of the work, just the vinyl wood. We stayed there all day and left briefly to get dinner in the early evening. When we returned the crew said they ran out of the material to finish the master bathroom and closet there beside it. So the area that is done still doesn't have the molding and also there were pieces missing around the toilet that had to be removed. Also there was another area around the foyer that they said they didn't do and that the carpeting crew would finish. Also the entrances to both bedrooms were incomplete. They said the other crew would do. So we contacted, or tried contacting **** about it. There is when the avoidance seemed to start. He wouldn't get back with us many times and eventually if he did it was days later. We told him about what happened that very day. He texted at one point, when he called me and I couldn't answer at that moment, "why I didn't answer phone", I still have the text message saved on my phone. I found that odd and very unprofessional but just wanted to get on with it and get this settled. He also admitted he made a mistake at after he first said that area was to be carpeted. He kept changing the stories to fit the scenario it seemed. So then he said that that area that was completely not done, not the trim, was supposed to be carpeted and we said no that's not what is on invoice and that wasn't was discussed. We would have never carpeted half of the bathroom, that doesn't make sense. At this point, we are becoming frustrated and upset at 1. His changing of the stories to fit whatever and not staying in contact or answering our questions and issues with the work. 2. Even the trim of the wood vinyl wasn't completed so why did that happen? 3. And most of the master bathroom and closet connected are not completed at all. 3. He also said that even though the toilet, the wood wasn't completed around the opening there to go ahead and have the plumber put the toilet back on top of it of which he did ( I do have pics of this as well) So, after he finally after many attempts of finding out when, we find that it will be corrected on the following Monday, the 28th. As time goes by he's not getting back with us on anything. We were trying to find out the window that the carpet crew would be there on Monday. He finally got back with us and said like between 11-2 or 10-2. After waiting there all day, they don't show. We contact him, and he doesn't get back with us. So we left briefly as we didn't know if they were showing or not. When we came back by there the carpet crew sat in our driveway. No one, including ****, had contacted us letting us know this. So they finally showed up around 4-430pm. We reached RiteRug because we couldn't reach him and found out he had lied because RiteRug said they can't give a window like that but rather just a all day time. So we go ahead and let them install it. We ask about the places that were incomplete that the wood crew said they would do. To find out that the carpet crew said they don't do it either. So now we have other areas of the condo not finished because they both put it off on the other. Also, we are worried for our neighbors because we insisted to him that no work can be done there after 6pm. I guess he didn't configure that in either. At this point we are feeling very bad about our decision and are wondering if this incompletion on many levels will ever get done? We finally are in contact with him much later and he at first says those areas he had as being carpeted and not vinyl. We were like no, that's not whats on invoice and not what we had talked about, agreed upon. Then he changes his mind and said yes he was wrong. So, now its April 30th and still nothing is done. We ended up the last few days contacting the RiteRug customer service there at the address of Business Park Drive. On the 29th we spoke to a **** there in customer service. She told us because hes a contractor and in that division if we wanted any refunds etc. we would have to go through him and not them, although mind you, he represents RiteRug and his business card says that. She then told us that she would let her manager know, her name is ******, in customer service. My co-owner, **** ******, spoke with her briefly a few days ago and she said she'd get back with Mary but then didn't. In the meantime, yesterday, the 29th Mary texted **** one more time to see what was going to happen to fix all the problems. And it was then that he texted her that he made a mistake in the configuring and that we would need to pay him about $280 to complete the whole project! We were shocked honestly. I paid him in full and that's the price it should be. I cannot help he's changed stories and or whatever happened on that end. His terrible customer service and total disrespect for us as customers was astounding quite honestly. I have taken pics and have the invoice like I mentioned if you need all of it just let me know. We need this matter resolved quickly. We also let our realtor know of what happened since she referred him and wanted her to know and others to not have to go through everything we are going thru. While typing this, I received a forwarded voice mail from ****** the Manager of customer service at RiteRug. She said that **** told her and or showed her the "drawing" of the work to be done at our place? I have never heard of a "drawing" and this was never mentioned or if he did it it was never relayed to us. We only have one piece of paperwork and that's the invoice I signed that day for the above work. And he did that right after he measured all of the condo. So I'm not sure how he could have missed all the space that he did. Besides even if that work had been completed correctly, theres still the issue of shoddy and incomplete areas like the doorways and the foyer. I would so appreciate if you can help us out with this. We actually are very shocked and in dismay at everything that has happened with him and them. I'm not sure what else to do but to go this route or else I wouldn't. Thanks for your time.

Desired Settlement: We want the job finished without occurring any more fees that we didn't agree to. And we want the incompleteness in the areas I described above to be completed. We would like this to be done as quickly as possible around our schedules now that both of us are off of vacation when we initially could've had all of it done like we talked of. Thanks so much.

Business Response: Rite Rug sincerely apologizes for  any misunderstanding on the master bathroom and closet flooring.   Our Customer Service Department will install the flooring at no additional charge. 

Consumer Response:

we are temporarily rejecting and or not closing this complaint out because the finished work hasn't been completed because of delay in product. We accept when the final flooring is in.  


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased flooring from this company and later found issues with it. I had an inspector for the company come out to check it out. They said that the flooring was defective and would be forwarded to the manufacturer. I had tried to reach the person handling my complaint multiple times but she was conveniently away from her desk every time I called. I had asked for a refund because I felt that I didn't get what I paid for and was denied. I pushed a little asking to speak with the supervisor but they were also out of the office for the day. I paid for services that I did not receive and I would like a full refund for the inconvenience and for the defective material I received and for what little help the customer service at Rite Rug was.

Desired Settlement: I would like a full refund of my purchase. I felt that I was mislead, taken advantage of and ultimately sold defective materials. And the lack of customer service just makes this whole experience that much worse. So in short I want a full refund.

Business Response: Rite Rug's Customer Service Deaprtment contacted a certified, independent inspection service to evaluate this flooring.  We will pay the cost of this inspection and  will send a copy of the results of this evaluation,  as soon as they are available.   The results of this evaluation will determine our position on this complaint. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company stated I had to pay for work Before they could get started working so I paid in full by the end of Feb. Then was scheduled at Their convenience but no showed/no call 3 times, didn't finish job correctly, and Broke or damaged items in my house. Customer service would say "I'm sorry for your experience", then do nothing. Currently I have carpet in my bedroom that has something under it and the solution was to take a mallet and hit it down. Needless to say, that didn't work and now it's April.

Desired Settlement: Replace carpet pad in master bedroom, stop saying "I'm sorry and do something to rectify the situation, and replace my plug-in candle. Basically, I'm asking them to do the job I paid for them to do.

Business Response: Rite Rug sincerely apologizes and regrets the issues on this carpet  installation.  Our Customer Service Department contacted Ms. ***** and scheduled the carpet repair for 4/8.  We will reimburse the cost of the broken "plug-in candle". 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/13/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: my husband and I had laminate flooring installed in our home just over a year ago. We we assured by the sales people that this was a great quality, nearly scratch resistant and would be great in a family room. We agreed and after having it installed, scratches started to appear instantly ALL over. We called Rite Rug and they sent their inspector out. he told us that we needed to put something under all of the furniture to prevent further scratching and that it was our fault. We did as we were told, however the floor continued to scratch. At this time we had no children and a cat that had no claws. A few months later, we noticed that the floorboards were starting to raise up in the corners all over the floor. We immediately contacted Rite Rug and they sent an inspector out to look at it. The inspector could see the damage plain as day and told us that they should resolve the problem.He checked the humidity in the house and the basement and all levels were acceptable. He even noted the 2 dehumidifiers that were constantly running in the basement. The damage was all over the floor including all areas of the room and even under the furniture. According to the report that was sent to us, it was due to water damage and would not be covered under the warranty. They insisted that we were using too much floor cleaner on the rag when we were washing the floor by hand! THIS IS CRAZY! If it was due to water damage it would be all over the entire floor, not just in certain areas. Also, it would not be happening under the couch where we sweep and nothing else. Along with that, my husband and I clean the floor on our hands and knees with a rag and the cleaning spray that they told us that we needed to use. We use nothing else. After our claim was denied we called them again to dispute this and discuss with management. Despite the fact that their own hired contractor said that it was obviously defective when he was at our house. after discussing again with management they told us that we can hire someone, at our own expense, to come out and look at the damage and if they disagreed with their results, they would consider trying to help us. THIS IS THE WORST EXPERIENCE WITH CUSTOMER SERVICE EVER! WILL NEVER DEAL WITH THIS COMPANY AGAIN!

Desired Settlement: All that my husband and I wish if for Rite Rug to fix the areas of our floor that are damaged and lifting in the corners

Business Response:

This claim has been declined by the flooring manufacturer, "**** **********" on March 12, 2014.   We are enclosing a copy  of the letter from the manufacturer along with a copy of the independent inspection report/pictures from "******* ********"  on 3/6/2014  (via email).  " The inspector states the peacked edges is consistent with moisture which has entered through the joints and caused the areas to swell.  This is locally caused damage."   "Based on the inspection report, we are not able to honor this concern as a warranty claim. "   We regret Rite Rug can take no further action on this complaint. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is a laminate floor that i purchased from rite rug in heath ohio. I installled the floor this floor last yr in my basement. approx two months ago the floor started to separate in different areas. the only way to fix the floor is to take it up and reinstall it. i contacted rite rug and they want 75 dollars to have a man come out and check my work and look at the floor. i declined and sent some pixs of the floor to them via e mail. they stated that they would forward the pictures the the manufacture and let them look at them. i am pretty sure that the attorney general is going to have to be involved in this matter. thank-you for your time and i look forward to hearing from you

Desired Settlement: the floor needs to be taken up and have a new floor put down. i can install the new floor. i want the full amount that i paid for this floor refunded to me.

Business Response: Rite Rug's Customer Service Department contacted the customer on his flooring purchase on ********, dated 1/24/2012.  This was a materials only purchase.  Since the customer installed their own flooring,   the manufacturer requires pictures of the flooring for their review to determine if any action is warranted. As soon as the pcitures are sent to our Customer Service Department from the customer they will be forwarded to **** Industries.  To date, we have not received any pictures from Mr. ****. 

Business Response:

Please find the attached letter dated March 27, 2014 from “Shaw Industries”  declining  the claim on the flooring purchased and installed by ***** ****.  This claim is declined based on the results from the attached independent inspection report from “***************”.  The report states: “ The lack of expansion spacing caused the planks to gap when the planks attempted to expand and contract  due to normal fluctuations in temperature and relative humidity.  The gaps are installation related.” There is nothing further that Rite Rug can offer on this claim. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased hardwood flooring from Rite Rug sales person **** ***** for our kitchen and family room, on January 17, 2014, installation was scheduled for March 20-21, 2014. On Thursday, March 20, 2014 at 8 am I was told by the female dispatcher/receptionist in the Morse Road location that the Crew would be arriving in an hour , the two man Crew actually showed up at 10:30 am and on Friday, March 21, 2013 they arrived at 9:30 am but because ****** was worried about the family room sub floor squeaking but that they had to wait for Rite Rug supervisor to review work approve something, my husband observed a Caucasian male get out the van speak with ****** but never enter our house to look at the progress of this Crew's work. At 5:00 PM ****** who was only crew member appeared to understand and speak English said they had to go and he began talking loud and angry, saying Rite Rug made him buy additional nails out his pocket for our family room sub floor. Then he stated that they would be back Saturday, March 22, 2014 at 9 am or 10 am. They did “not” return, I called Rite Rug Morse Road and of course there is no one in the installation department to provide customer service so I left voice mails. (I left two messages one on Saturday March 22, 2014 at 11:44 am and on Sunday, March 23 at 9:30 am) I call that Monday March 24, 2014 at 8:00am and spoke with some installation dispatcher (female) she said the installation boss said that no such promise was to be back on Sat, so then she transferred me to Customer Care where I spoke with a **** ******. In my conversation with **** I told her that I had photos of my house in disarray, she ask that I emailed her, so sent her just several of the 40 photos of our house is in disarray, which showed their crew only put plastic covering on my light couch's because I directed them to so, but thick dust is everywhere including reaching into my dining room and living room because they did “not” put plastic in the door ways to attempt to protect the furniture in those rooms, debris was left in my drive way in the area where they sawed the wood to fit the floor, oil from their work van leaked on our drive way and they have chipped up my kitchen door with whatever equipment they used trying to remove the tile. I stated to her in the email that I expect Rite Rug to repair and restrain the Kitchen door, pay for the carpet cleaning of both dining and living rooms and the cleaning services for our furniture in those rooms. (If the Crew had put up plastic on the entry ways it might have looked like an attempt to at least to reduce dust in the home owners house) and the cost of the removal of the oil stain from the Red van in our drive way. About 20 minutes after I spoke with **** on the phone a new three man crew mysteriously arrived at around 8:25 am, and ******, who was the Crew Chief with Thurs and Fridays crew immediately apologizes for "not "returning on Saturday. The Crew that arrived that morning to finish the installation was much more professional and efficient. At 2:30pm The Chief Crew person stated that they were leaving but he would be coming back tomorrow, Tues March 25, 2014 to install the border that was supposed to be under the cabinets, he indicated that he did not have that material on the van. I pointed out several other unfinished areas that he needed to address tomorrow also, i.e.: the "broken area" between two pieces of wood along the lower hallway wall by the steps, the "unlinked" corners leading into the Kitchen, the "unlinked" corners leading into the Dining room, a "missing transition strip" leading from the kitchen entryway to the stairway down into the basement, I sent photos to **** ******. To me they seem like small items that could have been easily be handled by this particular Crew but they seem to be pretty focus on leaving at that point but the Chief Crew did stop and pull a piece of wood strip off the van and laid it on my garage floor and restated that he would be back tomorrow. Past behavior predicts future behavior, Rite Rug Crew did “not” return on Tuesday March 25, 2014, I am really over them have a household to run and a life to live. On March 26, 2014 at 9:10am I received phone call from **** ******, in which she informed me that the crew would not be coming, that she was scheduling Rite Rug inspectors to review their crew work on Tuesday, April 1, 2014 between 9am-11am and they would determine what else needed to be done. She also stated her boss said that Rite Rug would not pay for any cleaning services “I should expect a little dust”! so dust in the two rooms in which they installed the floors (Family room and Kitchen) I can accept that but not what they did to my dining room and living room, if they had hired/contracted laborers and laborers who really respected the customers property enough to put plastic in the doors ways to reduce dust, who respected the customer property enough to park their oil leaking van on the street and who could handle the tile removing equipment correctly as to not damage a door, then I would not be so very, very, very, very angry.! So far it is going to cost me approximately an additional $200 - $245 to have the filthy dust deep cleaned out of my carpet in the dining room and living, clean the drapes, furniture upholstery, the walls and wallpaper and I am still waiting on an estimate of cost for the door repair and the oil spill in our drive way. They think because I stated the hardwood is excellent quality, I should be ok with this situation that they put my family in, well I am not this has been a horrific experience for me and my family. Rite Rug needs to do the right thing by my family and pay for the pending cost of the above stated items, they should “not” be allowed to disrespect customers time, disrespect customers home, disrespect customers concerns, and think it is just part of how they can do business and they have probably have gotten away with it in the past, but I will not go quietly into the night so they can continue to make a profit and disrespect the consumer, they should not be allowed to do business this way!

Desired Settlement: So far it is going to cost me approximately an additional $200 - $245 to have the filthy dust deep cleaned out of my carpet in the dining room and living, clean the drapes, furniture upholstery, the walls and wallpaper and I am still waiting on an estimate of cost for the door repair and the oil spill in our drive way. They think because I stated the hardwood is excellent quality, I should be ok with this situation that they put my family in, well I am not this has been a horrific experience for me and my family. Rite Rug needs to do the right thing by my family, finish the job I paid for (install border undercabinets, install transition by steps, join the separated wood pieces) and pay for the pending cost of cleaning and repair of above stated items or make an adjustment to the bill for the amount of the stated above items, they should “not” be allowed to disrespect customers time, disrespect customers home, disrespect customers concerns, and think it is just part of how they can do business and they have probably have gotten away with it in the past, but I will not go quietly into the night so they can continue to make a profit and disrespect the consumer, they should not be allowed to do business this way!

Business Response: Rite Rug sincerely apologizes for the issues on this flooring installation.  Our Customer Service Department scheduled an appointment with the customer for 4/1/2014.  We will reimburse the customer the $245.00 for cleaning after the ceramic tile removal.  We will also offer to reimburse the cost of the damages to the door.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In December we had vinyl plank flooring installed by Rite Rug. At the end of the installation we noticed several issues and notified the sales person we dealt with, ****, of these issues. He quickly forwarded us onto customer care to get them resolved. An inspector came out to our house and we showed him SEVERAL issues with the floor including gapping planks, debris under one of the planks that is actually lifting the flooring up and wearing already, sharp corners not being tacked down properly on the planks, and a large scratch the installation crew put in the floor while moving appliances back. We also mentioned to them that we were told the floor is highly scratch resistant and comes with a warranty and the floor under the chair is already very scratched up (and we are extremely careful despite being told it's scratch resistant). The inspector told us ALL of these issues could be fixed, that they would order more floor boards for us and when they came in the contractor would come out and fix the damage. A month later the flooring came in and customer service set up an appointment. When the contractor came out he was clearly surprised. He told us he didn't do the job because he would never have done such a bad job installing with all the gaps and the large scratch. My husband advised him it was him and his crew that did indeed install it. He asked us where the planks were to fix it and I told him Rite Rug ordered them and he was supposed to bring them...he told us that wasn't communicated to him. He wrote down my number and said he'd get them and call me back to come out. A week later he never called. I called Rite Rug myself and they said he never told them there was an issue or he hadn't done the work and she'd call me back. I mentioned to her then that I was so disappointed with this whole experience and she advised I leave a message for the Regional Manager- I did. That day she called back saying they had a solution and to call her back. I called back and she said the solution was they'd fix the gaps and the lifting spots, but none of the scratches. I told her that the inspector said all would be fixed and she responded that the Regional Manager said no. So one employee is telling me it's fine and the manager, after hearing ALL the issues we have had, decides to make matters worse and says not only have you had these issues, but now we're going to go BACK on our word and not even fix what we said we'd fix. Unbelievable. I STILL don't have my floors fixed to date.

Desired Settlement: I want Rite Rug to fix what the inspector said would be fixed--ALL OF IT. There is a warranty on these floors. We were told they were highly scratch resistant (and they're NOT) and the contractor himself admitted that the work that was done was really bad!! All these issues need to be fixed as we were told they would be. We weren't even going to go with this product until our sales person told us it was worth the extra dollars to go with this "higher quality" material.

Business Response: Rite Rug's Customer Service Department will repair the warranty/installtion items in the kitchen and entry area.    However, any scratched boards  by the customer can be repaired on a COD  labor basis.  Our Customer Service Department will send the customer warranty & care information on this product.    We recommend,  the customer add felt pads on all chair legs in the dining/kitchen area .   

Consumer Response: I am rejecting this response because: There are multiple reasons I don't agree with this. 1. I was told by the inspector that everything would be fixed. It's not OUR fault that the inspector told us wrong. Had the contractor showed up with the proper materials the first time he came out, he would have fixed it then...it was on the work order that he showed me. It was only because the contractor didn't bring the materials the first time it was supposed to be fixed that any issues surrounding the inspectors words vs. our words became an issue. So not only are we getting the run around from the contractor, but now we're getting it from Rite Rug too. 2. The contractor himself put the largest scratch in our floor during installation and I have it documented via text message to our sales person with a photo the day it was installed, which is what prompted the customer service complaint in the first place...then we found even more issues as things progressed. If nothing else, this needs to be fixed, I REFUSE to pay for a scratch the installation crew put into the floor. 3. This whole experience has been terrible, Rite Rug should be ashamed to see the poor installation job that was done in the first place, the misconception of how "scratch resistant" the floor supposedly was, but is not. 4. Rite Rug never even gave us the warranty info, care information, or information regarding felt pads until this Friday, March 14th, AFTER we submitted the complaint. If a company wants customers to be informed about their product, then they need to provide this information IMMEDIATELY upon installation, not 3 months later after complaints and issues. We were advised Friday that felt pads should be used on these floors to prevent scratches. Better late than never, right?

Overall, Rite Rug needs to be accountable for what their salesperson told us, as well as what their inspector told us. I don't believe I should be charged for labor in this case when I was told it would be fixed. The scratched up area under the chair is two planks away from the kitchen island, so it's not in the middle of the floor where all the planks have to be pulled up. It shouldn't be a difficult fix and this company needs to show that they care about any sense of saving their reputation at this point by just fixing what they said they would.

Business Response: Rite Rug scheduled the requested repairs.  As a consumer goodwill gesture, we will repair the scratches in the flooring from chair legs and appliance moving at no charge.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. Thank you for sticking to what your inspector told me would be fixed.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased 700 sq. ft of Armstrong engineered wood flooring called Premier Performance Hickory from the Rite Rug store in Strongsville. We discussed installation with our salesman stating we would be stapling the flooring he stated that would not be a problem with this product. We installed the floor in the months of August and September 2013. It was a large installation taking in the family room, kitchen, laundry room and foyer. In December we noticed the top layer of the planks separating and cracking mainly in the kitchen and foyer area. I contacted Rite Rug early January and spoke with our salesman. He said he would send someone out. A week later a field representative came out stated we had a problem they would get back to us. We also are wearing holes in our socks for some reason. Approximately two weeks later a representative from **** ****** ******** and our salesman came out. Stated yes you have a problem and this is a very large job. Next step was to send an independent inspector out that Armstrong uses for their claims. Since our claim they said is against Armstrong. The inspector came out on February 11th 2014. He spent four hours in our home going over things, commented on what a nice job was done on the floor. Taking pictures of the problems. Told us the report would take one week to complete. After two weeks hearing nothing I contacted our salesman on February 24 never heard back. On March 3rd I called again. My call was returned March 4th. Supposedly a mix up with the reps email was the delay. Then I was told they would email me a copy of the report but the problem was low humidity. When I started to question how a floor could fall apart in three months, I was very rudely told "I'm not an inspector whats your email address"? I received the report and contacted Rite Rug corporate offices in Columbus on March 4 also. I talked with a girl in customer service ( I have names of all these people if required) she stated she would check into this and call back. On March 5th I contacted Armstrong directly and was told by two different individuals that no one at Armstrong had received a complaint regarding our floor. And whoever came to our house was not an inspector that they had commissioned since there was no complaint filed with them. I contacted Rite Rug headquarters again spoke with a different person who asked me to send pictures on my cell phone which I did. I have never heard back from her either. I also informed her what Armstrong had told me . One thing I would like to add when this happened, I told my salesman I am starting to think you sold seconds. His comment was if I did that Armstrong would not even come out. Which is whats happening. I now have a floor that has to be replaced and

Desired Settlement: What I am left with through all of this is I have 700 sq ft of flooring that has to be replaced. I believe they should be responsible to remedy this situation to our satisfaction. The deceit through all of this is unbelievable. I have never experienced anything like this.

Business Response:

Rite Rug is submitting documentation from the flooring manufacturer, Armstrong World Industries along with a report from *** *********, the Certified Independent Inspector dated 2/02/2014  (via email).  According to the letter from Armstrong dated March 13, 2014, " After reviewing the report done by an independent inspection company, Armstrong has determined this is not a warranted issue.  Armstrong wood products are subject to numerous quality reviews, including those for checks and delamination.  These quality procedures assure that the product meets not only the industry standards, but also our own internal specifications.  The flooring issue for checks and delamination is realted to site/enviromental causes.  As required in the warranty, the relative humidity for hardwood installation must be maintained between 35-55% RH.  Because no manufacturing defects were seen,  we have respectfuly denied the claim."   

The  7 page report along with pictures 1-56  from *** ********* states:  "Conclusion:  These are not manufacturing related issues.  The product was properly milled and manufactured under industry standards set forth by the U.S. Agriculture and Forestry Department."   " The planks are dry and the Relative Humidity is far below the required maintenance of 35-55% RH as pointed out in the manufacture's installation instructions.  I suggest  the customer  invest in a humidifier attached to the furnace to better control the RH within the home.  I suggest the customer to invest in a hygrometer to monitor the RH and temperature and adjust the settings until the enviroment can be maintained at manufactures specifice levels.   I found many more installation issues contrary to the correct manufacture installation instructions.  Please note,  Rite Rug did not install this flooring.  Pictures can be provided, upon request.   There is nothing further that Rite Rug can offer on this claim.

Consumer Response: I am rejecting this response because: I tried to contact Rite Rug again after I sent the complaint to you. I spoke with **** ********* *** informed me the only reason she returned my call was because of the complaint.  She also stated there was nothing Rite Rug was going to do about it. I  asked to talk to her manager and was connected to an *** ***********, who stated she completely understood and would contact a *** **** from Armstrong for them to come out and look at the floor. The next day she called me and said Armstrong refused to come out and were taking the word of the inspector. I then received a copy of a letter from Armstrong addressed to **** ****** ******** stating they were denying the claim. The letter was not signed by anyone other than customer relations. They keep going back to low humidity levels in the house. When the problem was noticed it was December 2013. That was 2-3 months after the floor was installed. This inspector came out in February 2014. He stated humidity levels can change all the time. My point being how do you know what the humidity levels were when this started. An **** ****** ******** representative came out (**** *****) and stated when a floor falls apart this fast its to much moisture. Then an inspector (who had nothing to do with Armstrong) comes out and says something totally different. Now I have Armstrong who refuses to even come out. No one can tell me its normal for an engineered wood floor to fall apart in 2-3 months. That makes no sense. I have talked to other companies who state that's why they recommend engineered wood for this climate. Because that doesn't happen. I get nothing but a run around from everyone I deal with this matter. Armstrong was never contacted in the first place.

Business Response:

Rite Rug is not able to change our position on this complaint.   Based on the documentation which we sent to your office on 3/14/2014.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rite rug sales person (**** *****) arrived in my home to show the floor options for my kitchen and living room. During the discussion he covered having his team of professional installers remove my existing tile floor. We discussed that my husband doing the tile removal would be messy and dusty. **** assured me their professional installers would make sure they properly removed the tile floor in a professional manner that would limit dust. **** assured my husband and I this was not outsourced that these were Rite rug employees and as a result the work would be of high quality. **** also explained that there was a dip in our Kitchen floor that the installers would prep to level the floor. Lastly **** noted that it's easy to damage items if you remove a tile floor yourself. **** explained that it was best to have his people remove the floor because they would fix anything damaged during the tile removal. At this time **** quoted us a price for the removal of our tile kitchen floor, living room carpe, installation of our new kitchen floor and living room carpet. We agreed to this and scheduled an instalation date. On the day of the instalation the Rite rug employees showed up and began to remove the floor without covering any portion of the Kitchen. my husband stepped in and covered most of our cabinets. Unfortunately the rite rug employees did not cover any vents, this caused dust to travel through the HVAC system and cover all of the house. From my sons crib to my daughters toys/bed. When I arrived home I was forced to demand the installers leave as they struggled to understand me or refused. I spoke with **** and he appolgized then explained "this is not how they do business". When the instalation of the Kitchen floor was completed I found that my stainless steel refrigerator was scratched deeply 3 times, my stainless steel stove had the bottom door broken off and dented, the house was covered in dust. My husband contacted RR to cancel carpet instal they stated we still will have to pay.

Desired Settlement: No fee for any portion of this service provided as well as any fees for canceling the carpet instalation.The value of the damaged stove and refrigerator are greater then the cost of the floor removal and instalation provided. This excludes the time and materials used to clean the home, the expense of paint repair from damaged walls or the cost of having our carpets cleaned as well as what it will cost to have the transition pieces replaced.

Business Response: Rite Rug's Customer Service Department contacted the customer.  We offered to contact a cleaning crew, at our expense , to clean the dust created from the old flooring removal.   The customer already had a cleaning company take care of this and they are sending us the invoice.  We are also waiting for the customer to send us pictures of the refridgerator and stove , in addition to the serial numbers for repairs. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: New carpeting installed looks terrible. Appears as though it's worn and old, even though it is new.

Desired Settlement: Replace the carpet at zero expense to me.

Business Response:

Rite Rug Company regrets Mr. ********* is not satisfied with his carpet selection.  Which was purchased on invoice ********.  Rite Rug's representative met  with the customer  in their home to discuss their concerns.  Our representative verified the carpet is installed correctly and the carpet is showing normal shading, a normal characteristic of carpets. 

The carpet manufacturer "****"  offers :  "**** 30-DAY  CUSTOMER SATISFACTION WARRANTY"  Program, which states:  "**** warrants that we will replace any of its 5-Star carpet styles within 30 days of the date  of installation if you are not completely satisfied.  The replacement will be of comparable or greater value, the customer agrees to pay the retailer the differene in cost of replacement of products of greater value.  All labor charges involved in replacing your carpet, including furniture moving, electrical and data hook-ups, and take-up of your original carpet selection, will be your responsibility."  (copy sent via email).  To date, the customer has declined this offer. 

Consumer Response:

The Rite Rug representative who inspected the carpet stated that he personally would not be happy with the carpet, but, he does not make the decisions and can only report his findings to his manager. The carpet manufacturer is willing to supply New carpeting at no charge in order to make things right. Why won't the retailer provide the labor at no charge? Obviously, customer satisfaction and their reputation isn't very important to Rite Rug.

Business Response: Rite Rug's position remains the same,  as stated in our response to your office on 2/27/2014. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our flooring was to be installed on 10/11 and 10/12. No one showed up or called on 10/11. I called our sales person and he was not in. The person that answered the phone stated I was not his client and I stated that I was a client of Rite Rug, therefore I was his client. He stated he would call installation, but might not get a response as this person does not answer his phone. Received a return call and we were not on the schedule until 10/12. We missed a day of work which totaled $630. I requested a credit in this amount. I received a $189 credit against the runners that I orded for the hardwood floor. The crew did not show up until 3 p.m. on 10/12. Another day lost. We ordered them pizza and they stayed until 10 p.m., but could not finish the job. They stated they would be back at 7:30 a.m. and showed up at 9:30 a.m. The could not finish the job as they did not have enough supplies and the same would have to be ordered. Keep in mind, our sales rep came out and did the measuring. Was told supplies would be ordered on 10/15/2012. The week of 11/12 I called our rep to inquire about when our floors would be finished and to order 2 more rugs and to inquire about the remaining credit I was seeking. He stated he got my message but didn't know anything about the rugs, was surprised I hadn't been contacted since supplies came in on 11/5 and stated he didn't make that much on our job and would see about the credit. I found the number of installation and called myself to get the job scheduled and finished!The job was finished on 11/15/2012 in which I had to take 3 hours off from work! He called me on 11/21 see how many rugs I wanted even though I told him and nothing was mentioned about the credit.

Desired Settlement: I want a credit of $441 for the 10/11 day we took off for no reasonI want a credit of $473.50 for 10/12 since crew did not show up until 3 p.m.Thank you for your consideration!

Business Response:

Rite Rug is decling Ms. ******'s request for "$441"  and "$473.50 for 10/12 since the crew did not show up until 3 pm."  Rite Rug sincerely apologizes for the miscommunication on 10/12.  We do not have a policy for compensation due to this nor do we have a policy for compensation based on arrival times.  The crew of installers arrived in the afternoon on 10/12.      Ms. ****** was issued a credit of $189.00 on this sale and we will issue a credit of $190.00 on the balance due on this purchase, as a consumer goodwill gesture.

 

 

Consumer Response:

No one called "not" did any one show up on October 11, 2012!  Rite Rug is only acknowledging October 12, 2012 whereby the crew did show up, but not until 3 p.m. and worked until 10 p.m.   We took time away from our jobs to be home for "scheduled" service on 10/11 and 10/12.


Also, I was told on 11/21 the carpet for two additional area rugs was in and Rite Rug wanted to know how many rugs....again....that I needed.  I stated I needed two rugs.....each 36 x 28 I believe.  To date, December 12, 2012.  I have not been called.  Can someone please tell me why as I should not be the one to call each and every time.

Thank you,

 

 

Consumer Response:

I have not received the additional credit of $190.

Thank you,

 

 

Business Response: Rite Rug Company issed the $190.00 credit  on 12/19 to the customer's credit card. 

Business Response: Rite Rug sincerely apologizes for the issues on this installation.  Our Customer Service Department will contact the customer to schedule the finish up on a Saturday or after 5 pm during the week.  As a Policy Adjustment , will we offer a credit of $325.00 on Ms. ******'s credit card. 

Consumer Response:
I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

**** ******




















BBB's Final Determination: Consumer accepted resolution offered by the business.

2/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Jun 22,2013 We purchased 360sq.' of vinyl flooring for our Kitchen hallway and laundry room. We were told where the seams would be. The Installer showed up and didn't follow the manufactures recommendations for installation. The flooring was unrolled and left for several hours in the hot sun(91*)against the Manufactures directions, resulting in the flooring stretching and the grass being killed. The Kitchen floor, hallway, were never leveled. The laundry room was attempted to be leveled using excess glue. Resulting in the flooring having lumps bumps bubbles and dips. The flooring glue was not the kind suggested by the manufacturer nor Installed according to the directions. The seams were not prepped or cut according to the manufacturers. Flooring was not kept in the proper direction when it was installed. The installer even used Coke to mix with the flooring leveler used underneath the seams. Pieces of cut vinyl left in the seams. The installer failed to use the proper weighted roller to roll out the flooring in accordance with industrial standards or manufactures directions resulting in bubbles and pockets of glue. We have had the flooring inspected by a different flooring company that stated the floor was not installed properly and should be replaced. The Field supervisor for Rite Rug inspected the floor and stated to myself and my wife and another witness that the installer botched the job and it should be redone. We then Hired an independent flooring inspector(F.I.T.S.) who has testified as an expert witness involving flooring. To inspect the flooring. His findings supported the others. The flooring was not installed according to normal industrial standards, nor Installed according to the manufacturers recommendations. and should be replaced.

Desired Settlement: All flooring needs to reinstalled properly.The kitchen Cabinet kick board that was broke,needs to be repaired.

Business Response: RIte Rug's Customer Service Department authorized a replacement in the laundry room flooring, as a consumer goodwill gesture.  Due to the customer tearing the vinyl when they moved an appliance.  We also issued an adjustment of $199.98 on this purchase.  Rite Rug turned down the customer's request to replace the vinyl in the kitchen area.  Since the flooring & installation were altered after the installation  by the customer using a 50 lb roller to roll the floor. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered laminate flooring to be installed in the living room entry area,the kitchen, and dining room, as well as carpet installed in my living room, steps , and hallway on 12/4/13-12/5/13. First, the people who arrived to do the work didn't seem like professionals and the people who installed the laminate flooring could barely speak english which made the problem worst because we could not communicate very well with them. They did not install the laminate in the living room door entry because they said it was not on their work order. There was no trim put around the flooring in the kitchen, so you could see gaps in between the flooring in the cabinets. I immediately called the store to let them no about the issues, he said he would have the regional manager call me back. By the time, the manager called me back the men had left and refused to do my entry way but the manager assured me that he will have it taken care of, he said that there was a mix up on the ordering and the wrong stuff got ordered. He stated that they would call me when the supplies were in to setup a time to come out and fix the problems. The next day my carpet was installed. The first issue a notice was that they didn't pull up the old padding going up the stairs and in the hallway, they just put the new padding on top, which I am not an expert that's why I hired them to do, so I assumed they new what they were doing. Now the flooring is coming apart on the steps and there is a couple of spots where the carpet does not meet the wall. I again called the store to let them know and again the person I talked to said he would have the manager call me, in which he never did. My mom ended up calling the store the next week because she was so upset because of how I was being treated after they got my money. Finally, the manager calls me back the same day and states they he talked to someone in customer service everything was in and she would call me the next day. He gave me her email and name. That was December the 17,2013.

Desired Settlement: I would like them to refund my money, so I can have some professionals come out and do my floors. I have waited almost a month for them to fix something they did wrong and I can't even get a response. I have emailed ****** **** and I have called customer service with no response. They keep telling someones going to call me back and nobody ever does. I have paid for something I do not have and at this point of getting the round arounds I am tired of dealing with this company.

Business Response: Rite Rug sincerely apologizes and regrets the issues brought to our attention on this job.  Our Customer Service Manager, **** ********* left a voice mail message on 1/3   and also on  1/6 to schedule the finish up and repairs.  We will offer to schedule the  reqiested items after 5 pm during the week or on a Saturday. 

Consumer Response: I am rejecting this response because: they have contacted me one time on new year's eve and stated that she would call me back to confirm a time and I have not received any messages. I finally called back to setup the time myself. I am still very dissatisfied with this company it should not have taking a month and a complaint to BBB  to respond to this issue. I will not be satisfied until my floors are completed right. 

Consumer Response:

This is regarding a complaint I filed against Rite Rug which was closed, and I am trying to figure out my next step because they sent some one out to repair the floors and again he run out of materials and at the front entry where he installed laminated flooring the carpet is coming up around the laminate. I need help with this matter and I do not know what to do next. Can a file another complaint?

Business Response: Rite Rug's Customer Service Department contacted Ms. ****** and scheduled & competed repairs on 2/7 after 5 pm.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We contracted with ******** ***** to build our house and moved in April 2013. Rug Rite was sub-contracted by ******** for all of our flooring including hardwood installed on the majority of the main floor. After moving in, the hardwood floor began cupping and cracking. After many service requests and a few minor repairs, a warranty claim was filed by ********. Rug Rite sent this to their distributor and the manufacturer who sent a hardwood inspector out to our home. In the fall of 2013, our claim was denied. However, Rug Rite has refused to provide us with the inspection report. We have had our air conditioning on all summer with no open windows and have used the product recommended by Rug Rite. We believe it is our right to have a copy of the inspection report. Multiple calls and emails requesting this report have been ignored by both Rug Rite and ********. As we did not do anything to cause issue with the flooring, we believe there was an issue with the installation or otherwise and it appears that both companies are trying to cover up the issue by ignoring our requests for the inspection report. We would like a copy of the report and will take the issue from there.

Desired Settlement: Would like a copy of the original report as all we have been able to obtain so far is a denial letter from the distributor.

Business Response: Rite Rug sent the requested report to ***** ******.

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint with RiteRug is two-fold. I was working with RiteRug to purchase flooring for a home I'm building in Ohio. Since I currently live in Texas, I was in touch with a RiteRug selections coordinator via phone and email. While attempting to work with this employee, there were numerous communication issues, where I received no response from her.The second part of my complaint is that I contacted RiteRug's corporate customer service to notify them of the poor service I received. I first contacted them Jan 13th through their online customer service form and through email. I also mailed a letter to their CEO around this time. After no response, I emailed and completed their customer service online form again on Jan 25th. As of Feb 3rd, I have received absolutely no response from RiteRug in regards to my terrible customer service experience.

Desired Settlement: I would like to be contacted by a senior RiteRug customer service manager to discuss my terrible service experience.

Business Response: Rite Rug Company contacted Mr. ******** and apologized for the response time on his flooring selections.  This contract is between the new home builder and Rite Rug Company.  We regret our selections coordinator was on vacation during the selection process, causing delays in response time.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ******* and find that this resolution is satisfactory to me.

Regards,

****** ********




















BBB's Final Determination: Consumer accepted resolution offered by the business.

2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The problem that I seem to be having now is not having my money refunded as I have requested. Rite rug sent their inspector to inspect the new flooring and he has deemed the flooring defective.

Desired Settlement: I would like to have a full refund of my money.

Business Response:

Rite Rug sincerely apologizes and regrets the issues on Mr. *****'s recent flooring purchase.  We have removed the flooring materials and our office will mail the refund check this week.

 

 

Consumer Response:
I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

**** *****


I would appreciate if the BBB leaves the complaint open until I receive the check and have deposited into my banking account.    

Regards,

**** *****













BBB's Final Determination: Consumer accepted resolution offered by the business.

2/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We (my husband & I) went to Rite Rug to purchase laminate flooring for our home. This company came highly recommended by a friend who purchased from them in the past. They sent a gentleman out to measure our home and so the process began. This has been nothing but trouble from day one for us. We signed the contract for one year same as cash for the work to be done on Dec.12th & 13th. This with the expectation that everything would be complete BEFORE the holidays(Christmas & New Years). The second day they were installing the flooring (Dec.13th) I was informed that the baseboard did not come in (they ordered or were sent the wrong baseboard)and they needed to reorder the baseboard. They were supposed to call me when the baseboard came in. I called ****** ****** the salesperson and he told me because the merchandise hadn't come in that I needed to call customer service. I called customer service and proceeded to have calls back and forth on what was going on with the baseboards and their arrival date. Meanwhile upon inspection of the flooring I found mistakes that needed correcting. I called customer service and set up an appointment for those issues to be taken care of and have the baseboards installed as well on January 14th. On the 14th they sent one man to do a job for a crew. The job was too big for him so he left and was supposed to be going to get help. He never returned. I called ****** & customer service and they set up an appointment for January 17th. They had a cancellation and sent the guys out today, January 16th. A crew of two men came to install the baseboards. As they neared completion they realized that they didn't have enough baseboard to complete the job or repair the mistakes. We called customer service because the amount of time to complete this project has been ridiculous. We left a voice message and no one has returned our call regarding this unprofessional conducting of business. Our house is in total disarray and we just want this ordeal to be over with and the job done!

Desired Settlement: We would like to job finished properly! There should be a discount applied to the entire purchase price of this contract because there is no excuse for the lack of professionalism and inconvenience that has taken place with this contractual agreement. Everything that has been wrong or done wrong has been at the hands of Rite Rug and they need to correct this matter asap. We need these workers out of our home so that we can put our house back together properly.

Business Response: Rite Rug sincerely apologizes and regrets the issues on Ms. *******'s flooring installation.  Our Customer Service Department contacted the customer and scheduled an appointment on January, 22 for our Customer Service Representative to evaluate this job.  We will schedule the finish up and any needed repairs after this appointment. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After weeks of speaking with ***** *******(sales rep)and him coming out to our house to take measurements,we decided to purchase our carpet and transition pieces from Rite Rug.on 12/11 I came into the store and put down a deposit so the carpet and transitions could be ordered. Not quite two weeks later,***** called to let us know the carpet was in and we were just waiting on the transitions pieces. Not a problem because with *****tmas and New Years,I knew we wouldnt be able to set an install date until probably the third anyways.At this point, the sale and customer service had been fine,but this all changed.*****tmas and New Years came and passed and the week after,and I still hadnt heard anything. So Friday 1/10,I called to see how long the transitions were going to be because we were coming up on a month.***** said the system showed them as ready on 12/26 so he was going to see where they were and call me back.From the 10th on I contacted the store,either in person or by phone at least twice a day.On January 14th ***** told me the transition pieces should be in on Friday and I could pick them up. I called back because I didn't understand why I needed to pick them up since the installers would be coming that Tuesday. He then told me that my husband and I were to install them.This made no sense to me because I am not a professional flooring installer and it was never mentioned to me when we ordered that we would need to install them. Apparently the installation charge in our bill was specifically for the carpet, which was not made clear to us at all.They said the carpet installers had no way of cutting them so we were stuck doing it ourselves. I picked the pieces up sunday morning and took them home to install, only to find out two of the reducers were not the right height.My husband had to run to home depot to buy t molding(which i was told after our install would eventually break, again, not a pro flooring installer)so they could lay the carpet. The whole experience was misleading & a hassel

Desired Settlement: due to the misrepresention of the purchase, I purchased my transition pieces from Rite Rug. I would have never purchased reducers at $40 a piece if I would have known they would not be installed because the same thing at home depot cost 19.98. I would like a $60 dollar refund ,which is the $20 cost difference for the 3 pieces of reducer we used.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

****** *****




















BBB's Final Determination: Consumer accepted resolution offered by the business.

1/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Immediately after installation noticed issue with long carpet fibers, which are easily noticed. Installer failed to notify me or Rite Rug of issue and left it for me to discover. Called Rite Rug several time to resolve and each time I was told I would receive call back. After calling them, finally got appointment to view. I was then told repair specialist would be out to fix a week later. Repair specialist said it is manufacturer defect and they would relay message to manufacturer, 2 week later still waiting for call back. Rite Rug doesn't seem to diligent on getting back to me, they wait for me to call them before action is taken.

Desired Settlement: Replacement of carpet along with moving of furniture.

Business Response: Rite Rug sincerely regrets this carpet has manufacturing defects.  We will reorder the carpet  from the manufacturer and schedule the replacement with the customer,  as soon as we receive the carpet.

Consumer Response: As of 1/22/14, No action has been completed by Rite Rug. I recently gave Rite Rug ultimatum that if I don't have install date scheduled by 1/21/14 I will find another company to re installed new carpet and dispute charges.

Dave from Rite Rug called and scheduled install for next Wednesday 1/29/14.  I am not confident this is going to be accomplished since previous response stated carpet was already on order several weeks ago. I will follow up with respond after 1/29/14. Please note this is 10.5 weeks after discovery of issue.

Regards,

**** *****






























BBB's Final Determination: Consumer accepted resolution offered by the business.

1/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have a new built house and used Rite Rug for our flooring. First, we paid for the memory foam pad downstairs and the 8lb pad upstairs. When I walked from the upstairs to the downstairs, you could tell there wasn't a difference. I told them it was all the same pad and they had all they could do but to call me a liar until I pulled the carpet back to show them. They told me they were sorry and that this NEVER happens. Right! The replaced the pad but what a joke that is. The memory foam is like walking on cardboard. Also, with our laminate flooring, our first one that was a level upgrade had to be replaced then what we have now is delaminating from a small glass salt shaker that fell on it! Mind you, this is a level 3 upgraded floor. I called and left a message with a woman there who said that she would send my call to a manager and it has been two weeks since I have heard back from anyone. Don't ever ever buy from them! We have contacted our attorney.

Desired Settlement: If noone gets back to me to resolve this matter, we are taking them to small claims court. We want our money back that we paid to have an upgraded floor and we will find a reputable company to put it in. I don't want anything more to do with Rite Rug.

Business Response: The  laminate flooring in this new home was purchased by the builder, **** ***** and installed in January 2012.  The laminate issues were caused by homeowner and not due to  product or installation failure.  These are not warranty related items.  The  labor installation warranty is for a period of 1 year and only valid on installation related items.    Our records indicate ,this claim was denied by the builder and Rite Rug is also declining this complaint.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had a laminated floor installed in January 2013. The seams started coming apart and raising up. I use a swifter type cleaner that sprays a small amount of liquid and you immediately run a dry clothe over it. Their 'experts' say I use too much water and it is my fault.I have friends and relatives who use the same device to clean their laminated floors and they have no problems.I feel that I have been cheated out of thousands of dollars and anything I can do to help someone stay away from Rite Rug I will do!

Desired Settlement: I want Rite Rug to honor the warranty. Either fix my floor or give me back my money and I will go to another store and get it done right.

Business Response: Rite Rug contracted and paid for an evaluation of this flooring installation by an "******* Inspections" on 11-02-2013.  This is an independent, certified inspection service.  We are enclosing copies of the inspection report, analysis and conclusion along with photos.  We are also enclosing a copy of the letter from Rite Rug's Customer Service Department dated 11/7/2013, for your review (via e-mail).   The inspection report  under "Analysis and Conclusion"  states:   "The puckered/raised end joints are consistent with excessive moisture used during maintenance and is consumer related."   Therefore, this portion of the claim is declined and no further action  is warranted by Rite Rug.  "  However, there are some trim pieces we will replace due to installation error."    

Consumer Response: The cleaning applicator that we use is used by thousands of people including family and friends and it is impossible to get too much liquid on the floor. This is just an excuse to get out of the warranty. I would love to get in front of a judge or jury and get there response for this ridiculous claim that Rite Rug is using.  They have not heard the end of this. The people came down and layed the floor after bringing it in from the January weather. I was told they would bring the floor down a few days in advance to let the material get accustomed to the climate. This never happened. The independent floor expert was working for Rite Rug, and wouldn't tell me what he found out face to face. It is easier to lie to a person when not facing them. My next step will be to get an attorney and see what they can do.

Business Response: Rite Rug's position in this matter is as we stated in our response to your office dated 12/2/2013.  Our position is based on the evaluation & report from the independent, certified inspection service, "******* Inspections".  This inspection service does not work for Rite Rug.  Our office sent Mr. ****** a letter dated "November 7, 2013"  In this letter we stated:  If you would like to hire your own Licensed Independent Flooring Inspector and if his or her determination differs from the manufacturer we will honor that determination and reimburse you for the inspector's fee in addition, we will repair the floors as he or she determines necessary." 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The consumer purchased carpet four weeks ago and the installation happened 21 days later. After a week the carpet began freiling. The condition of the carpet is bad. Consumer called the supplier and was told that they would replace the carpet but they would not pay for the installation. A person came over to inspect the carpet and agreed that there was a flaw in the carpet.

Desired Settlement: Consumer wants supplier to replace the carpet and pay for the installation.

Business Response: Rite Rug sincerely regrets the carpet purchased had some type of defect.  We will offer a replacement of the  36 square yards Ridgeway II color:  Tempo , which was purchased on Invoice #:  ******** dated 10/19/2013.  However, we are not able to offer any compensation for the installation charges.  This purchase was for material only from our wholesale department.  Rite Rug did not install the carpet and it is the responsibilty of the purchaser to inspect the carpet before proceeding with the installation.  Our records indicate, this purchase was made by someone other than ******* *******.   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Back in October of 2012, I purchased laminate wood floor for my Living Room & Dining Room, and design laminate for my Kitchen and Half Bathroom floor. The install started on October 14, 2012 and was completed by October 16, 2012 the installers were late two of the days as well. However, there were several area not cut properly and the plumber advised the area around the toilet in the half bath needed to be re-done uopon his inspection when he came to re-seat the toliet in the half bathroom. I contacted **** ********* of the Rite Rug Customer Service Department and advised her of the same, and sent her pictures to show areas that requried repairs as well as the statement from the plumber. Due to the holiday season the repair installers returned on December 12, 12, and the repairs were completed in the kitchen and bathroom area only. On January 9, 2013, the installers returned and the repairs were completed on the Living Room and Dining Room area.In September 2013 I notice that the one area that had been repaired on January 9, 2013, 4-6 of the boards were lifting up and it appreared they were loose. I contact **** ********* once again and advised her of the situation. On September 23, 2013, a technician by the name of **** came to my home and advised my Mother that the area in questions would need to be replaced and 4 boxes of supplies would be needed. He took pictures and measurements, and advised Customer Service would contact us with a repair date. The repair date was set for October 29, 2012, and when the repair installer arrived he advised that he was not able to fix the flooring because he was only given one box of supplies and needed at least 4 boxes. He stated a supervisor would stop back by but no one did. Recalled and reset another repair date for November 12, 2013. When the repair installer arrived he advised that he could not complete the repairs because he was only given 1 box of supplies and needed at least 4. I call Customer Service immediatly and advised.

Desired Settlement: Due to the fact I have been lied to and availabe for several cccasions, but unable to get laminate flooring repaired and it is just over 1 year old and I am having sever issues with the flooring I requested that at least $500.00 (compenstation)of the $1700.00 spent be refunded and my flooring be fixed properly as soon as possible. And in doing so it will not void my warranty with Rite Rug/Manufacture of the product. **** ********* advised if a refund of $500 was given that would happen.

Business Response: Rite Rug scheduled the laminate repairs for 11/12.    Our repair technician determined additional laminate was needed on the repairs.  Our Customer Service Department located the additional materials and asked the customer if we could return later the same day to complete the reoairs.  This request was declined.  As a consumer goodwill gesture,  we will process an adjustment of $100.00 for inconvenience.  We are decling the request for "$500.00 (compensation)".  To date, Ms. ***** will not reschedule the flooring repairs.

Consumer Response:

Rite Rug is leading BBB to believe that there is only one date involved in this complaint when actually there are several dates involved.  November 12, 2013, was not the only day me and my family were inconvinenced by Rite Rug and/or contractors of Rite Rug.  I was assured that on November 12, 2013, the Contractor would be prepared to complete the repairs after the Contracotrs that came on October 16, 2013 and October 29, 2013 did not comlete the repairs due to a lack of supplies, or refusal because they did not orginally do the install.  When the Contractor came on September 23, 2013, he advised our family that 4 Boxes of laminate was needed for the repair, he took pictures and measurements of the area that needed repaired.  So, on 10/16/13, 10/29/13 and 11/12/13 Contractors arrived with only 1 box of laminate and refused to complete the repair due to not enough materials.  So, there are several dates that we as a family prepared and rearraigned our daily schedule, moved furniture, secured our pets, so the floor could be repaired, only to be told there were not enough supplies to do the repair correctly. 

Therefore, I feel Rite Rite owe's me more than $100.00 in compenstation for this fiasco.  As for not allowing Rite Rug to return on November 12, 2013, I had appointments that afternoon, and would not be available for the Contractor's arrival, thus why I orginally scheduled and was prepared for their arrival at 9:00AM that morning.  I haven't rescheduled to date, because we are in conflict at this point and I am afraid to reschedule and make all the needed arraingments to be ready for arrival and repairing of my floor, only to have the Contractor arrive and not be able to complete the work for a lack of supplies etc.  Since this continues to happen with each appointment.

The cost of this job in question was over $1,700.00 (I actually spent $3000.00, because I had 2 area's done in my home) and me and may family have been overly understanding and tried to work with Rite Rug on a fair compenstation for their lack of proper treatment to the customer in this situation.  I would like to be compenstated $500.00, for the several other scheduled repairs that were not completed, and for the time spent trying to coordinate additional repair appoinments, writing E-mails, and making numerous phone calls to Customer Service.   In addition, I want my floor repaired correctly so there are hopefully no futre problems that I will have to contact Rite Rug for further repais.  That is not too much to ask for the lack of professional customer service I have gotten from Rite Rug.

This all could have been advoided had the repair been done "correctly" in the first place.

Regards,

******* *****






























Business Response: Rite Rug's position is unchanged ,as stated in our response to your office dated 11/21/2013.  As a consumer goodwill gesture, our offer remains at $100.00 for compensation.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had RR come to our home and ended up purchasing flooring with installation. Later that day they placed the order and I was told they had to order a transition piece that would go from the tile that we were keeping to the new flooring. I was told it would be a week on the piece then installation would be scheduled. After NUMEROUS calls and waiting THREE weeks our flooring was finally installed. I packed up the kids that day and headed out. The worker called me and said they'd be done in a half hour. I asked if I needed to be there before he left and he said yes. I headed that way. Traffic was horrible so it took me almost a hour to get home. When I arrived the workers had left and my house was a mess. Also, the transition piece that we waited THREE weeks for was not installed. I called RR right away to let them know about the mess and the transition piece. RR acted as if the workers had the piece and they had no idea why it wasn't installed. I was told that customer care was closed and my sales rep would have to email them. I was told to expect a few days for a response. Needless to say, no one called me. I am a week and half after the installation and still have no transition piece. I have been told "it's been ordered." So obviously they lied to me the first time saying they had it. I have two small children and two dogs, there is exposed rough edge tile, I am worried someone will get hurt and RR will be held liable. I have called and called and called. I have expressed my concerns and how unsatisfied I am and RR keeps telling me it's on order and I need to speak to customer care. No real hurry to fix the problem or to apologize. I cannot believe a company this big has no sense of customer service. I am extremely angry and frustrated with them. I would not recommend them to anyone. It's not worth the hassle especially with small children in the home.

Desired Settlement: I seriously think a refund of some sort would be appropriate. Money back for the furniture moving and appliance moving and possibly the hull away of old flooring. If I at least get that it's possible I won't also file a complaint with the Ohio Attorney General.

Business Response: Rite Rug sincerely apologizes and regrets the installation issue on the doorway transition strip,  where the new flooring meets the old flooring.  Our office placed  a second order the special order transition strip.   Our Customer Service will contact the customer to schedule the finish up.  We are decling the request from the customer for a refund due to inconveniences.   

Consumer Response: I am rejecting this response because: It has been more than two times the piece has been ordered. Not only is this an inconvenience and annoyance issue but also a SAFETY issue. I have two dogs and two small children that I have to make sure to avoid the area in case of injury. Here is a run down of events and you tell me how inconvenient I have been and how tiring it has been to make sure my family stays safe (so YOU aren't liable).

9/3/13: Sales associate out to the house. We place order that day. He calls later that day for full payment and tells me everything is in stock except the ONE transition piece that goes from the tile to the new floor. I asked him how long it would take to get that piece. He said about a week and we should be installed within two weeks.

9/11/13 or 9/12/13: Did not receive a call about the transition piece (that was previously told to me would take a week) so I called the associate we were dealing with. I talked to *** who told me that the guy that did our order was out of the office on vacation but the piece was still not in. Well thank you Rite Rug for having the customer service to CALL ME and let me know the change in plan, you sense my sarcasm right?  

Mid-week of 9/15/13: Received a VM from the associate we were initially dealing with, he stated that the transition piece would not be in until SEPTEMBER 27th!

9/27/13: Associate called and said the part was in and he wanted to schedule the install that following Monday (9/30/13) but then in mid sentence he decided to schedule the install for Thursday October 3, 2013 (in case you cannot count, we are now 30 days after I PAID IN FULL for my product) and Friday, October 4, 2013, in case they needed two days. I was told they'd be here at 10AM.

10/3/13: Received a call at 8:20AM from the install worker, saying he was here; I told him he wasn't to be here until 10AM and I have small children to get ready. He told me to call when we were ready to leave. I called him at 9:30AM or so. I left while they did the install. I called the worker around 2PM for an update and was told it would be a few more hours but it'd be done that day. He told me he'd call a half hour before he was done. I asked if I had to be there before he left and he said yes. He called at 3PM. I gathered the kids and headed that way. Traffic was horrible so it took me a hour to get home. When I got home the workers were not here. I came in and my house was a MESS. AND the transition piece, you know the one I waited FOUR WEEKS for was NOT installed! I called the associate at RR that did our order and he told me that he wasn't sure why they had not installed the piece BECAUSE THEY HAD IT! He said he would have to email someone with customer care and that customer care was already closed for the day. He sent an email to them while I was on the phone (well at least he acted as if he did). I also told him about the mess in my house. I asked him when he should expect a response to his email and he said by Monday (10/7) or Tuesday (10/8) of next week. I spent my night cleaning instead of trying to enjoy my new floor.

10/8/13: Did NOT receive a call from the guy regarding his email so I CALLED AGAIN! Not sure who I spoke to but was told the guy I was dealing with was out because his *** was in the ********. I explained everything to him and he told me THE PIECE HAD BEEN ORDERED! WHAT???????? So I was lied to? I was told the workers had the piece and it should have been installed to now the piece had been ordered. I was soooooo angry (and still am) I told RR I shouldn't have to be the one calling them and doing the run around. I was the customer, I paid good money and they have yet to complete the job. I was just told "I needed to wait." No apology.

10/10/13: Talked to the original associate I dealt with (I honestly cannot remember if I called him or he called me). He told me the piece was in and someone from customer care would be caling me on Friday October 11, 2013 to schedule the install.

10/11/13: Rite Rug did NOT call me to schedule the install.

10/13/13: Called RR told the piece was in and customer care has to do the scheduling and that I needed to call customer care on Monday to schedule. Really? The customer who you have screwed over has to call? Again, no real care of what is going on and no apologies.

101/4/13: Filed a complaint with the BBB. Called Customer Care, spoke with *****. Explained the whole situation. First person who actually cared to listen and apologize. Told her I filed a complaint with the BBB. Set install date for 10/17/13 in the morning. I was told worker to call half hour before arriving.

10/16/13: No call confirming install.

10/17/13: RR calls at 11:38AM and tells me he is 45 min until arriving. RR gets here after MORNING schedule. Worker comes in with the piece and I can tell it doesn't match the other pieces. He thinks it is the lighting. After a few moments he tells me I am right and that it isn't the correct color. He goes to his car to call customer care. Customer care calls me and tells me that THEY HAVE TO RE-ORDER the piece and they will call me once they have it to install. I asked how long and they said it would take 2-3 days IF the manufacture has it in stock. That day I filed a complaint with the Ohio Attorney General's Office.

10/23/13: A WEEK AND A HALF LATER! I get a call stating the piece is in and they want to schedule the install. FIRST AVAILABLE isn't until Monday October 28, 2013 between 12pm-4pm, worker to call on his way. We are now OVER 8 WEEKS SINCE PURCHASE! 

ASSUMING, which is a big assume after the chain of events, that the piece is installed next Monday, that will bring us to one day shy of 9 weeks of the original purchase date. Not only have I been given the run around, you took my money and lied to me. I have been the one contacting you to get this fixed. I have been trying to keep my dogs and small children away from the area so no one is gets hurt and you call this just an inconvenience??  I paid you in full not to be inconvenient. I went with YOUR company over others in hopes of not being inconvenient. So that's what happens, you take peoples money, get to it when you want? I think the product itself is great so far but of course, that doesn't come from you. You provide a service and you don't provide a good service. I am requesting a refund for the furniture move, appliance move and disposal of old flooring. Because YES you have inconvenienced me on MULTIPLE occasions AND has put my family at risk for injury. 

Regards,

***** ***********






























Business Response: Rite Rug  is decling the request from the customer for " a refund for the furniture move, appliance move and disposal of old flooring."  All of these labor charges were completed.  We sincerely regret the additional time it has taken to install an acceptable transition strip at the fireplace,  where the new flooring meets the csutomer's  existing flooring.  Our records indicate,  the day of the installation the installer completed the job except for a piece of transition strip at the fireplace.  We placed the special order on this strip and the finish up was scheduled.  This trip the customer refused this strip.  Another strip was ordered from another company and the the third trip was scheduled.  The customer also refused this strip and asked for the first strip to be installed.  We have the special order placed with the original company and we will schedule as soon as the material is received. 

Consumer Response: I am rejecting this response because: Your company is making it sound as if I was a difficult customer. The piece was not installed with the rest of the flooring. As you know we need THREE pieces to go around the tile area in front of the fireplace. Two of the three pieces were left (not installed) when the rest of the flooring was done. Now yes you did order a piece to be installed but when you came to install it I noticed (and the sub-contractor noticed) it did not match the other two pieces that were left. It was a different color. Not to mention my entry way has tile and the two pieces that were left matched those transition pieces too. So OF COURSE I would not want it. IT DIDN'T MATCH! Then you order another one that was suppose to match and guess what?? It was the same one you ordered that didn't match the first time! So yes of course, again I didn't want it. If this is what you call good business then you are crazy. I cannot believe for one second that I'm (the CUSTOMER) being blamed for the install. Absolutely ridiculous and I REFUSE for you to act as if it was my fault.  Now the sub-contractor was very nice and helpful but I would expect that, he has different morals outside of RR and is not a direct employee of your company. If I need to I would ask for a statement from him so we don't play this game. Once again you are wasting my time. You are not even trying to understand how you inconvenienced me. And I must say you are extremely lucky no one was hurt. There were multiple times people that had come into my home almost TRIPPED because of YOUR lack of urgency to fix something I paid a lot of money for.  I understand the other services were performed but also done poorly (read my initial complaint). My house and furniture were a MESS. Now I'm not talking about dust from the install. It was like they topped furniture on top of furniture so when I got home there were marks all of the furniture I had to clean. I don't think a company has made me so mad. I will personally write this whole situation out on every customer review and reference possible. I assure you that people will decide to go with another company based on my reviews. And it's, not like I'm lying (that's something YOUR employees do), everything is right here in black and white. I ask for a refund of some sort because it was more than an inconvenience and now you are making me look as if this whole situation and delay was my fault. More than ever a refund should be issued, how dare you attack my character like that. 


Regards,

***** ***********






























Business Response: Rite Rug Company stands by our response to your office dated 10/31/2013.  We regret there is no change in our position,  regarding compensation for delays/inconveniences on this installation.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/26/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On 3/28/13 my husband and I purchased 2 units of carpet from Rite Rug and had them installed in two different areas shortly afterwards. We were told by the salesman, store manager **** *******, that both products were excellent, including 10 year warranties involving wear, among other warranties. The back of the carpet samples also state this and we have photocopies of this information. Within approximately twelve weeks from having the carpet installed, there was noticeable wear on high traffic areas, most especially on the carpet that has the thicker pad. We contacted the store and were told by **** that this was absolutely unacceptable that we should be experiencing this. He said he could have a photographer come and take pictures of the wear and pass it along to Customer Service. The photographer came early in August. After approximately 2 weeks without feedback, we contacted the store, who referred us to "Customer Service" several times. The female representative I was always put into contact never returned my calls. Finally I was able to speak with ******, who informed me that **** must have been misinformed because the manufacturer of the product, Engineered Flooring, does not cover any wear or matting in their warranties. ****** also told me in this conversation that she would find the warranty information and email it to me. She never did. We also received a letter from Customer Service that our issue could not be resolved. We are very unsatisfied with the product (not to mention the fact that we spent thousands of dollars for a supposedly higher quality product that we haven't even paid off yet) as well as the treatment we have received from the Rite Rug store and their Customer Service department. **** claims that he spoke to every management position in the company, including the CEO, to attempt to resolve our issue and that he was told there was nothing they could do. We would like our carpet replaced with the product that we purchased. The company needs to stand by their word.

Desired Settlement: Replacement with the product and the quality we were promised when sold. Should imminent wear and matting occur with the replacement, we would request that replacement be made until there is no longer an issue or until the warranty has expired.

Business Response: Rite Rug regrets Ms. ***** is not satisfied with her carpet selection due to "noticeable wear on high traffice areas".  As a consumer goodwill gesture, we will contact and pay the cost of an Independent, Certified Inspection Service to evaluate this carpet.  Results will be sent to the consumer and your office when they are available. 

Business Response: We are enclosing the 19 page report from Zarcone Inspection dated 10-30-2013 on Ms. *****’s carpet.  Rite Rug regrets this claim has been declined based on this report:  “Analysis and Conclusion.” “ The examination of the tufts indicated there was no loss of fiber or untwisting of the yarn along the tufts.  There was matting and cornrowing determined in the family room and traffic areas into the living room and dining room.  Matting is a texture change caused by compression of the carpet due to foot traffic.  In the family room the area is a step down area and the consumers must step into the room and this movement causes more compression on the carpet fibers.  Matting can be improved with vacuuming and the use of a carpet grooming tool but matting is not a manufacturing related issue.  The cornrowing occurs most often in carpets with a higher pile height and low density.  It appears perpendicular to the flow of traffic.  It gets it’s name because it resembles rows of corn is a field.  Rows of tufts which stand erect are followed by rows of tufts which have fallen over.  Cornrowing is most often found in narrow traffic areas which can not be vacuumed in all four directions.  The higher pile height and narrow traffic areas were both present conditions in the affected areas.  Cornrowing can be improved by vacuuming the carpet in all four directions and with the use of a carpet grooming tool.  Cornrowing is considered a maintenance issue, not a manufacturing issue. ******* Inspections is a certified, independent inspector.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rite Rug installed the Laminate floor at my home. From day one after the install, the floor is making cracking noise when stepped on each plank. Also the floor bounces at most places.The new floor is installed on 8/20/13. I called my sales rep and he opened a case with customer service.The customer service rep called me and scheduled 2 appointments. The first one is from the Rite Rug rep. He came over to my home and mentioned that the floor is making more noise than expected and also he can see the bouncing at so many places. The second appointment, both the Rite Rug rep and Manufacturer rep ( Armstrong ) came over to inspect. They identified the same thing. One thing I did is to install an Kitchen Island after my floor is installed. The island cabinets are screwed to the sub-floor. I had this discussion about this island with the sales rep and also the installer and they mentioned that the Island can be installed on either the laminate flooring or on the sub-floor. It was just a matter of preference. I decided to have the island installed on the laminate floor. I explained about this to the Rite Rug rep and Manufacturer rep during the second visit. Finally Manufacturer rep informed the Rite Rug Customer service that Island is screwed in to the laminate floor and thereby the Warranty is void. Then Rite rug called me and informed me about the same. I was disappointment as I had multiple discussions with the sales rep and installers, but no one informed me about the warranty. The cracking noise and bouncing is still exists and Rite rug is not ready to fix anything. I need justice as I had spent few thousand dollars on my floor and went through all this hassles.

Desired Settlement: I would like my floor to be installed based on the manufacturer warranty recommendations. Also I do not want to spend any more money on my flooring. I would expect Rite Rug to fix my flooring at the earliest, since I had the problem from day one of the install.

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: in Jan 2011 we purchased whole house replacement carpet from Rite Rug store in ***** **** Oh. We spent close to $5000 to replace our carper...we were told it was warrantied for 10 yrs ....after 2.75 yrs the carpet is NOT holding up to our satisfaction...I called Rite Rug...talked to Ms ******* ****** in Customer Service...she sent a Company Inspector out to our house and he stated that out carpet was doing something called "cornrowing" and showing traffic pattern....there are 2 Senior Citizens living in this Condo....not like a heard of elephants live here...this carpet looks almost as bad as the carpet we replaced , which was 13 yrs old...also purchased from Rite Rug...I looked up the carpet mill in Georgia...it is ******** carpet. Talked to Mr. **** ******** from the mill and he told me to have Rite Rug open a Vendor Complaint...which apparently has not been done by Rite Rug...Ms ****** from Rite Rug said they would have an independent inspector come out and look at carpet, but if it was the same result as their inspectors report, WE would have to pay $250.00 for the inspection. we are 2 senior citizens who spent almost $5000 to completely replace our carpet in our entire home. One would think that it should last longer than 2.75 yrs before it started to look worn out and natty...we were told that the carpet was guaranteed for 10 yrs...we are finding out that Rite Rug does not think so. If Rite Rug is going to sell carpet that only lasts 2.75 yrs, they ought to advertise it only last 2.75 yrs....we have not been treated very well by Rite Rug and after all the carpet we have purchased from them over the years, they should stand behind their products .

Desired Settlement: replace minimum front room, dinning room, master bedroom and master bath

Business Response: Rite Rug regrets Mr. ****** is not satisfied with the appearance of his carpet in the traffic patterns.  The carpet manufacturer informed our office these concerns are not warranty related items and not covered by their warranty. As a consumer goodwill gesture,  we will contact and pay the cost of an Independent, Certified,  Inspection Service to evaluate this carpet.  Results will be sent to the customer and your office when they are available.     

Business Response: Please find attached the independent inspection report along with pictures of Mr. ******’s carpet  for your review.  Rite Rug regrets this claim has been declined based on this report:  “Analysis and Conclusion:”   
 
“The examination of the tufts indicated there were no wear issues or untwisting of the fibers.  Cornrowing and matting were determined across the areas.”  “Matting is a result of foot traffic which compresses the nap of the carpet.  The areas appear flatter in appearance.  Matting in not considered a manufacturing defect.  Vacuuming and the use of a carpet grooming tool can restore the appearance of pile and improve the matting.”  The areas referred to having the appearance of cornrowing occur most often in carpet with a higher pile height and low density.  Cornrowing is described as areas across the carpet where rows of tufts stand erect followed by rows of tufts which have fallen over.  This condition resembles rows of corn in  a field and is where the condition derives it name.  It is found in narrow areas where the consumer can not vaccum the carpet in all 4 directions.  Cornrowing can be improved by raking and vacuuming the carpet in all four directions and is considered a maintenance related issue,  not a manufacturing issue. “    
 

Consumer Response: I received the totally expected response from Rite Rug denying my complaint about my carpet not performing  and looking extremely matted......we have bought , probably 3-4 housefuls of carpet from Rite Rug over the years and have not had many problems with  our purchase....we spend almost $5000 to re-carpet our entire house from Rite Rug and are not happy with it at all....this carpet looks  almost as bad as the 13 yr. old carpet we replaced .....as usual, the little customer is not taken care of and rest assured that this was the LAST purchase of anything from the Rite Rug company. They have lost a loyal customer of many years and , if the opportunity presents itself, we will never recommend that company to anyone .  you may foreword this to Rite Rug if you choose, but as far as I am concerned , they are done in my book. I really expected more from both BBB and Rite Rug to try and make the customer at least  somewhat happier than we are now.
 
                                                                           

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

11/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased and had laminate flooring installed by Rite Rug Co. After a few months I noticed that the floor was starting to creek in areas where I walked a lot. A few weeks later the creek grew louder and started to grow over the entire floor. I contacted Rite Rug at the Morse Rd. location and spoke with the manager there were I made the purchase. I advised that customer service would contact me and that never happened. After 2 weeks he gave me the number and I contacted them. After speaking with customer service a gentleman was sent out to check the floor. He stated that the floor seemed loose and some boards were short and he needed to order parts to fix the problem. The next week I placed a call to customer service and they advised that the parts had not arrived. After a third call another tech was sent out with the parts and after looking at the floor informed me that there was nothing that he could do for me. He went on to offer suggestions and alternatives to the problem and stated that customer service would be calling. After 3 calls to the Morse Rd. location, two calls to customer service, and 2 calls to the tech that came out with the parts I have not received a response. I would like to know when Rite Rug is going to make right with there clear blunder in installing the floor and correct the $987.00 investment that I have made on my floor.

Desired Settlement: I want this floor replaced and installed correctly as I have paid them to do. If any other means can be accomplished then I would be open but seeing that their own employee advised that this was installed improperly then I don't see another solution. Bottom line I want the floor that I paid to have correctly installed into my home.

Consumer Response: Consumer filed second complaint on 10/17 stating the following: Consumer’s Original Complaint: I purchased and had laminate flooring installed by Rite Rug Co. After a few months I noticed that the floor was starting to creek in areas where I walked alot. A few weeks later this creeking grew louder and started to consume the entire floor. I contacted the manger of the Morse Rd. store where I purchased the store. He contacted customer service and said that they would contact me and this never occurred. I called 2 weeks later and he gave me the number to customer service and I called myself. They send a gentleman out to check the floor and he said it was loose and boards seemed short. He said that he needed to get parts to repair. The following week I contacted customer service again and they said parts had not arrived. After my third call a tech was sent with parts. He stated that there was nothing he could do for me. He offered suggestions and a alternative and stated customer service would get in touch with me. Another week passed and there has been no response. After two calls to Morse Rd. three calls to customer service, and two techs visiting the house. I wanted to know what Rite Rug is going to do to correct the situation. Consumer’s Desired Resolution: I just desire to have the floor fixed. According to the tech that came out the floor was not correctly installed. I would like to have the floor re-installed or an alternative measure that will fix my problem performed.

Business Response: Rite Rug sincerely apologizes for the issues Ms. ***** experienced on her flooring installation.  Our Customer Service Department will contact the customer to make arrangements to replace this flooring.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After consulting with 2 sales representatives (one being the manager) from Rite Rug in Reynoldsburg, Ohio, in July, 2013, my husband and I purchased $3000 of carpet for the living/dining room. The consultation was important as we wanted to make certain the new carpet would not show "tracking" or imprints left by footprints and by vacuuming. After studying the carpet samples in detail, we selected a carpet that was not plush and one we believed would work. We discussed our selection in detail with the sales representatives and were advised that our selection was great and that we would not see "tracking" or shading with use. The carpet was installed in late July, 2013 and much to our disgust and dismay, after the installation, it was clear we had been misled. The carpet not only shows "tracking" and shading discoloration when walked on, it shows this for any activity (e.g., vacuuming). I called the manager and he was surprised to hear my findings and advised he would come out to look at the carpet. He commented that this should NOT be the case with the carpet we selected and he wanted to see this for himself. HE NEVER CAME OUT. After multiple conversations with him, he gave me the number for customer service. I called customer service and was advised to send pics to ****. After sending pics, I was advised that a representative would come out to look at the carpet. Following the visit, on August 29th I received a letter stating that the carpet issue is shading, a normal characteristic, and no further action could be taken. We understand the carpet is not defective; our complaint is that we received DEFECTIVE service from the sales representatives in the selection of our carpet. Visitors are stunned that we paid $3000 for carpet that after only 2.5 months old, looks older than carpet that was laid 11 years ago. We have made a decision to rip out the brand new carpet and find PROFESSIONALS from another carpet store to assist us.

Desired Settlement: It is clear that Rite Rug has sales representatives that are only interested in selling carpet without real regard for the needs of the customer. Since the carpet is only 2.5 months old and we began this process shortly after the carpet was installed, we would like a refund of the purchase price.

Business Response: Rite Rug regrets the customer is not satisfied with their recent carpet selection due to the appearance of "footprints" and "vacuuming" marks.  These are common/normal characteristics of all carpets.  The only type of carpet that minimizes footprints and sweeper marks are berber type carpets.  Therefore,  we must decline the request for "a refund of the purchase price".  There is nothing further that we can offer in this situation.

Consumer Response: My husband and I are not at all surprised to receive this response from Rite Rug; it was what we expected from a company that is only interested in "the sale".  Their response did NOT begin to address our chief complaint – that we received poor advice from the store manager and the sales associate.  If, according to Rite Rug, the appearance of “footprints” and “vacuuming” marks is present in all carpets except Berber type carpets, why didn’t the sales associate and sales manager provide us with this information?  Please respond to this question?  We were adamant that the carpet must minimize or not show footprints.  Not once did they indicate that we should consider a Berber carpet.  Rather, we were advised that our selection would provide us with we were looking for.  This is nothing short of “defective” sales.  Additionally, why was the store manager SURPRISED to hear that the carpet we selected indeed showed footprints?  Additionally, when I went in to talk to the sales manager about replacing the carpet with Berber, he indicated that Berber was no longer a carpet of choice and that most consumers were getting away from it.  Again…rather than attempting to meet our needs, he steered us away from Berber.    The statement that “all carpets” other than Berber show footprints and vacuum marks is untrue.  Our old carpet of 11 years, which is in the bedrooms, does not show footprints until after a couple days.  The $3000 carpet from Rite Rug shows “footprints” and “vacuum marks” IMMEDIATELY and at ALL TIMES, which makes it appear old and dirty to the eye. So, we have $3000 of what appears to be “old and dirty” carpet.  As was stated in the initial complaint, we have made a decision to rip out the brand new Rite Rug carpet and find PROFESSIONALS from another carpet store to assist us in our selection.  Rite Rug, yet again, rips off another customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rite Rug installed 5 inch hard wood flooring our in our brand new home 2 years ago. Since installation, half of the flooring had to be replaced do to dings and scratches that were caused by the sub contractors. Since the owning the home, our wood floor planks started to "cup" on the edges, which Rite Rug said is the builders / our issue and not up for warranty. The exact line from a Rite Rug production manager is below: "As you know cupping is only caused by moisture. Because we are not in control of the homes environment after installation we cannot be responsible for any type of moisture related issues. At this point the home is 2 years old and over 1 year out of warranty so there is no way of knowing what has caused the the issue. Please feel free to contact me with any further questions."As a home owner, my issue is with:*The quality of the wood used - after the independent inspector came out (per Rite Rug's request) and determined the moisture levels in our house were normal and not an issue, so why as a new home owner is this our issue now?*We asked the production manager to either replace or make right our issue and basically, they are blowing us off. Nothing we have done, as homeowners, has caused this issue, yet we are the ones left holding the bag?

Desired Settlement: We would prefer a refund for our wood flooring at this point...being that this is round 2 of us trying to use this product and it is still unsatisfactory. I would also like Rite Rug to stand by their product and not pass the buck when something goes wrong with their product - as a flooring company that prides itself on "Since 1934 Rite Rug has provided a huge selection of quality flooring options at unbeatable prices."

Business Response:

********** ***** contracted and paid Rite Rug to install wood flooring in this new home in January, 2011.  Our installation warranty is for 12 months from the date of the installation.  This claim has been declined based on the flooring installation is out of the warranty period.  Along with the results from the independent, certified inspection service, ******* ********** ********.  Which states:  excessive moisture in the home caused this situation.  Please refer to the 13 page  inspection report on 7/23/2013  including photos. 

Consumer Response: I am rejecting this response because: they refuse to stand by their product for more than 1 year. Rather than working out a solution with the builder to see this issue to resolution - they hide behind a faulty product. Does Rite Rug continue to sell this style / make of faulty wood? I would wager the answer is no... Reason being, it warps within 2 years of install. Several homes on our street are dealing with the same issue - same company, same wood. No customer service, no standing behind their product.

Regards,

**** *******






























BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

10/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I had Rite Rug install floating vinyl flooring in our common area and one storage space. It wasn't a big area but it cost a lot of money. The installers came out to install the floor about a week after we decided on the product. When the installers were getting ready to leave I had questioned a few areas but they said it was all normal. I called the sales lady that worked with us about my areas of concern and she said she would send someone out. It took them about 3 weeks to just make an appointment and to get someone out here to write a report. It also took me calling multiple times. During this time our floor started turning white on the edges were the boards connected, like the boards were defected. We were also getting white spots on the boards and no matter how many times I scrubbed them came back. We also have a chunk missing in the flooring where they didn't bother to put any down. Our carpet is bunched up and the transition strip is not installed correctly. I called and called and called. They wanted an employee to come clean the floor with their cleaners, so they did, a whole month later. The employee noticed immediately that the white was coming right back. So he put in his report that it didn't fix it. I was calling just about every other day. It's the end of August and we still had no information on what they were doing. I called and called no answer. Then they said they'd have someone call and no one ever did. I finally get a break through and they said "well we need to send the manufacturer out" ... and they did at the beginning of September. Said give him 10 days and they will schedule for a re-installation. It is now the end of September. The sales lady said she'd check on the status of everything but now she will not answer my phone calls and she is never in the building. We are paying lots of money to this company but we are paying for a really bad floor. Nothing like it's supposed to be. I don't know what else to do because we're doing everything that we can.

Desired Settlement: We want our floor replaced, even if it's with another product. We also want a refund for the last 3 months that we've been paying on the floor.

Business Response: Rite Rug sincerely apologizes and regrets the issues on this new flooring.  After it was established this was a manufacturing issue,  we were required to wait for replacement authorization from the manufacturer.  This special order flooring material is now on order and our Customer Service Department will scheduled the replacement date as soon as we receive the flooring. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 2/20/2013 I requested a quote from Rite Rug on installing hard wood floor in my kitchen and landing. *** ***** completed the quote and I pd in full. After the job was complete I contacted CS with several concerns I had about the job. Main concern was the fact that the subfloor was NOT removed (which I paid for)and my dishwasher was now blocked in by the floor. I was told by CS that this is normal and if I needed to remove it I would simply need to "remove my countertop". I was then told that the subfloor was not removed bc it was particle board, but they didn't know for sure. I was then given 2 options by ********: 1.if it's particle board they will remove the floor,I will have to pay to have plywood installed, then they would reinstall my floor. 2. if its plywood, they will re-do the floor the way it should have been done. Today I received the call that the subfloor IS in fact plywood, but they were still NOT able to remove it. really? Bc of the staples used, they were unable to remove the floor THEY installed. Instead they wanted to give me $320 as a compensation. What happened to my 2 options? I have spoke to 2 different people in CS, had 4 different men visit my home and still am not able to get a corrective action and it is now 6 months later. Is this ok? I have the contract, names and numbers to provide if this helps.

Desired Settlement: I have gone as far as requesting a different floor (which are cheaper), but have been turned down. I would prefer not to continue to have random people walking through my home taking the same pictures again. At this point I would like my money back so I can get my floor fixed properly.

Business Response: Rite Rug sincerely regrets the installation issues on the kitchen & landing flooring.  As a consumer goodwill gesture,  we will send Ms. ******** a claims release form.  Upon the return of this signed release,  we will process a full refund with the customer keeping the new flooring at no cost.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.





















Consumer Response: I have just sumbitted my acceptance to the Company's response, but I was wondering if I could open it back up? I would like to accept their offer, but I would like to ask them to come and get the floor that they installed? I understand that they are offering I keep my "new" floor, but it does not meet inspection requirements and I also believe it will cost me much more money to have another company remove it.  Am I able to do this???
 


Business Response:

Rite Rug Company will remove the flooring and issue a full refund on this flooring.  Our Customer Service Department will contact Ms. ******** and send a claims release form for her signature.  After the necessary signed  paperwork is received in our office we will process the refund and schedule the flooring removal.

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We contracted with riterug to install carpet and flooring in our home over a 2-3 day period. My wife took vacation time to be available for their install. We were told that the old vinyl flooring would be removed prior to installation of carpet in our rooms. When the workers showed up they put the carpet down on top of vinyl and did not remove the baseboards. The carpet was cut to meet the basebaords and the result was that none of the carpet stayed affixed to the tack strips. They fixed this by installing staples after the fact. But, in some areas the carpet still pulls up when vacuumed. Our laminate was supposed to be an all day job and the installers did not show up until one in the afternoon. They stayed at our home until 930 at night when they left sighting a family emergency, promising to return and finish the job on Friday. They showed up Friday and worked for a couple of hours and left with the job still not finished. We talked to management who was unaware that they were at the job sight and said they were told that the job was complete. Its now been over a month and the floor is still not done. Materials had to be ordered and re-ordered because they bought quarter round instead of shoe molding and did not get appropriate transitions for the floors that we have. We have spoken with customer service representatives/installers and managers who all assure us that our situation is abnormal and they will fix it. The last group came to our home on the 14th of September installed some shoe molding and said that our floor would have to be pulled up in order to fix what had been done, but that he could not do it and he did not know who was going to do it. We had to call customer service to let them know there was a problem and they don't seem to be overly concerned with fixing it. I even posted on their Facebook that this was an issue they said they would call this morning but no one has called. We just want a floor that is installed correctly by people who care.

Desired Settlement: I would like re-imbursement for my timelost and I would like my floor fixed. If they cant get it fixed I would like a refund.

Business Response: Rite Rug's Customer Service Depatment Manager spoke to ***** ****** on 9/23.  This repair date is scheduled for Saturday, October 5, the date requested by the customer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The rug is a mess. Spots all over. Had a cleaned it still doesn't look good. Every time I call they say some one will come out to look at it. When they did someone was to come & clean it. My husband was at home dying they came I told them they couldn't do it because he was dying they told me they would re-schedule never heard from them. I've called & called I always get the run around. I've been calling since 2012 & 2013.

Desired Settlement: Replace the carpet. I've gone through enough. I can't handle more of this & can't afford a new one. I am a widow & companies try to take advantage of us.

Business Response: ****** ***** contracted and paid Rite Rug Company to install new carpet at this address in October, 2011.  Rite Rug extends a 12 month warranty on our installations.  The warranty on this installation expired October 2012.  As a consumer goodwill gesture,  Rite Rug scheduled a carpet cleaning at no charge on 7/25/2013.  When the cleaning crew arrived at this home on 7/25/2013,  Mrs. ********** cancelled the appointment due to a family issue.  This cleaning is now rescheduled for 9/26.  Our Customer Service Department will  also schedule several carpet repairs,  as a consumer goodwill gesture even though they are past our warranty period.

Business Response: Per our phone conversation this afternoon,  **** in our Customer Care Division called Ms. ********** twice
and left 2 phone messages today.


 




BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bought ********* luxury tile & adhesive from RiteRug. The 1st adhesive was 5 mos. past the shelf life of the product. Took product back to store, was offered a partially used container in place of the outdated stuff. Salesperson finally said he would order a new one & that it would take about a week. He called the next day & said that the new product was there & that the date on it was 1/24/13. He then called back about 10 min. later & said that it was the wrong product & that he would pick up the correct one the next day. When we received the new product, I noticed that the manufacture sticker had the same date as what I was told was on the wrong product. I looked and saw that the original sticker from the manufacture had been removed (you can see the place on the lid where it was), and a sticker placed in another place on the lid. I wondered if it was the sticker from the "wrong product" that the salesperson had placed onto another container that was past the shelf life, to make me think that it was newer. I contacted the manufacture of the adhesive and asked them to check to see if the manufacture date & quality control number was for that product. I received a reply by email, stating that the date and the number were not linked to the product. The salesperson at RiteRug said that it came from the factory with that sticker on it. That doesn't make sense, they would have had to place the sticker on, then remove it & place it on again by hand in another spot (finger print is on underneath side of sticker).In addition, I contacted *********, they told me that they do not recommend/approve of any adhesive other than theirs being used on the tile. They do not guarantee that their tile will stick to the floor using any other brand. The sales person never even mentioned that ********* made an adhesive & unloaded a outdated, off-beat brand onto me. I have emails from both ******* & ********* on my computer if you need to see them.

Desired Settlement: I was already told that they would not take the product back. The sales person said, the adhesive isn't like food, it doesn't go bad. I guess he thinks that he knows more about the product than the company that manufactures it! Additionally, he doesn't seem to get it...if you use a product that is past the shelf life that the manufacturer sets, their warranty is no good either!

Business Response: Rite Rug sincerely apologizes for the issue on the container of adhesive with the expiration date.  Rite Rug will issue the "$35.00" refund when the adhesive is returned to the store unopened. 

Consumer Response: Because of the fact that the sales person could not do the correct thing to begin with, I have made 3 extra trips to the store & back home already. At 18 miles one-way, that is 108 extra miles put on my car because of him! Another trip would add 36 more miles. In addition, that would make over 4 hours of my time wasted because of Rite Rug Assistant Manager, **** ******. I don't believe that I should have to be the one that pays because of Rite Rug having unethical business practices. I believe that they owe me for the wasted time, miles & gas as well as for the purchase price of the "who knows how old" adhesive.

 
Extra trips:
1. Taking the 1st container of adhesive back to the store
2. Picking up the 2nd container of adhesive
3. Taking the 2nd container of adhesive back & being told that they wouldn't take it back
4. Would be...Taking the 2nd container of adhesive back for the 2nd time after contacting the BBB
 
An upright business would:
1. Know what adhesive the flooring manufacture requires to be used for the flooring to be guaranteed & give the customer that information
2. Know what products have a shelf life & know what the shelf life is & not even try to push old stuff off onto the customer
   (Ever hear of the FIFO inventory method? -- "First In, First Out" -- it gets rid of the product in the order that it is received, so you don't have outdated stuff to push off onto someone)
3. Not give the customer a runaround when a product is being returned
4. Not try to pass off old adhesive as newer adhesive by switching the manufacture sticker (or having someone do it for them)!
5. Know the meaning of the word "truth"!!!






























Business Response: Rite Rug will issue a full refund of $35.00 for the one container of adhesive.  This adhesive does not need to be returned to the store.  We sincerely apologize and regret additional trips to/from our store for issues with this adhesive.    We  are rejecting the request for compensation for "wasted time, miles & gas".   

Consumer Response: No explanation given as to why I should be the one paying for the extra trips caused by Rite Rug, because they couldn't/wouldn't give me what I paid for to begin with. Who pays for something and doesn't expect it to be new when they receive it? When I ordered the product, I was never informed that it would be old/outdated adhesive that I would be receiving. If I would have been told that & had agreed to pay for the product anyways, then, later, changed my mind & want new adhesive instead, then I could see where I would be responsible for the extra trips necessary in order to receive it. But, I wasn't the cause of the extra trips, THE ASSISTANT MANAGER AT THE MAYFIELD HEIGHTS STORE WAS!!!   The second container of adhesive, which Rite Rug claims is "new" cannot be proven to be "new", since the original manufacturer sticker was removed and a sticker from a different product was placed onto the container. Since the sticker that is there is not the original one (a fact that was confirmed by the manufacturer - see attached email in original complaint), there is no way of knowing how old the product is. Who wants to take the chance of putting flooring down with it to see how long it holds? Regards, Becky Quickle

Business Response: Our position remains the same,  as stated in our response to your office on 9/6/2013. 

Consumer Response: Rite Rug emailed me papers to sign for a credit. They want me to sign a paper stating that I have received the credit, before they even issue it!  I WILL NOT SIGN A PAPER, STATING THAT I HAVE RECEIVED SOMETHING, BEFORE I ACTUALLY HAVE!!!  Because of Rite Rug's proven unethical business practices, I refuse to return a paper which states that I have received a credit from them, before it is confirmed by the credit card company that the credit has actually been made!

 





























Consumer Response: I have already filed a complaint with the BBB about a problem that I have had with Rite Rug's salesman. I was trying to get the matter resolved, both through BBB and by contacting Rite Rug's customer service department. Through the BBB, they are avoiding answering my questions or explaining their actions. When I contact the customer service department, the manager of the department gets defensive & doesn't even listen to anything that I say to her. She has cut me off when I try to tell her something, twisted what I have said, twisted what she has said (to fit the moment), refused to accept my call--until I call back after being hung up on & refuses to allow me to speak with anyone that is above her. Yet, she claims that she is "honest" and has "integrity". If she was honest, she wouldn't have a problem with me confirming her stories with her manager, would she? If she had integrity, she wouldn't insist that I sign a paper, which states that I have received a refund from Rite Rug, before she even issues the credit, would she? If she possessed honesty and integrity, would she refuse to agree to safe-guard my credit information from misuse by her or anyone else at Rite Rug, if I gave her the information to make the credit? The purchase was made over a month ago. I have explained to her that I have no balance on my credit card--it has been paid off & that they should be able to issue a check refund, since they have already received payment from the credit card company. But apparently they won't give a refund, unless they are also given the opportunity to stick it to me a second time. Would you or anyone that you know sign a paper that states that you have received something, when you haven't?


Consumer Response: Additionally, you might want to know that the BBB complaints that have been submitted have gone to ******** *******, the customer service manager & she has been the one that sends the response back to you. At least, according to what she has told me, her manager gave the responsibility of handling the BBB complaint to her. When she refused to give me contact information for her manager, she said that I could send an email through the Rite Rug website if I wanted to contact anyone else. Check out the website for yourself...it looks like the emails that are submitted through the website go to the customer service department as well. I know that the phone number that is there when you click on contact us is the same phone number that went to the customer service department when I called. So, whether I complain to the customer service department or through BBB, all of the complaints go to ******** *******, the person that I told you claims to be honest and have integrity. Have you ever heard of any reputable business that makes sure that your complaints can't go any further than one person? And a person that acts like she is the victim, at that.

Business Response: Rite Rug Company regrets Ms. ******* is not comfortable signing a credit card refund request form for the 1 container of glue.  Our office mailed a refund check in the amount of "$37.36"  on check #: "******"  dated "9/16/2013 directly to Ms. ******* for the full amount of the glue plus taxes.  No return on this product is necessary.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1. Twice they sold me product and did not have enough product to finish the job.2. Last time it took them 3 mo to get product in3. Once it was in, they brought wrong transition piece. They came back weeks later, again w the wrong transition piece. Now I am currently waiting for them to bring and install the right piece and have no idea when this will happen.

Desired Settlement: Should have transition pieces installed and not charged for material. It should not take over a month to install a transition piece that I could have bought from **** ***** etc in a day.

Business Response: Rite Rug Company sincerely apologizes and regrets any delays on this flooring purchase.  The  transition strips were not charged to the customer.  Our Customer Service Department has the special order transition strips and we will contact the customer to schedule their installation. 

Consumer Response: I did not understand their response that we were not charged for the transition strips.  We were charged for the original transition strips all the way back in March.  Did they take that charge off or credit the account b/c it took about 4 months to get them on?  It does not sound like it.  Of course they would not charge me for the new ones, b/c they were a replacement for the ones they did charge me for.  
































Consumer Response: They did not charge for the new strips, but did charge me for the original wrong strips in the original order.  After waiting over two months longer than told for the floor and them bringing the wrong strips twice, I do not feel they should have kept the charge for the original wrong strip.

Business Response:

Rite Rug is decling the request on 9/5 from Mr. ******* for a full refund on the purchase price of the original strips due to delays.  We do not have a policy for free materials due to delays.

 

Consumer Response: I am rejecting this response because:  It appears the company has a issue for ordering product that they do not have the inventory to cover

Regards,

*** *******






























BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/30/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a laminate floor for a living room. Noticed the ends where the floor joins together was lifting. Called and Rite Rug sent a rep out to inspect. Then they hired an outside company to come inspect the floor. They say there is moisture under the floor( which is concrete) causing the problem. We hired a company to install a floor and it was clear it was a concrete floor. They never said anything about a problem laying the floor on concrete. And they say it is not their fault. I feel that we bought and hired them to lay the floor that they should have said it could or would do this. We had no idea this would happen. So I feel that it should be covered under the one year warranty. And that they should have to replace the floor or should return our money so we can replace the floor ourselves.

Desired Settlement: I would like for them to replace the floor or refund our money so we can get a nice floor that we tried to do in the first place.

Business Response:

Rite Rug Company sent a Service Representative to inspect this laminate flooring in June 2013.  At this appointment, we took a moisture reading and the meter showed 18% moisture in the floor.  This is not a normal moisture reading.  This floor has moisture issues in the home which have caused the floor to expand to the point of no more expansion.  Flatness concerns are within industry standard guidelines.  Customer  also has a  set of steps lying directly on top  of the laminate flooring.  

Rite Rug hired CPS OF OHIO, an independent flooring inspection service to evaluate the laminate flooring.  The results of his inspection  state:  "In one area the side joints have swollen edges.  pH testing indicated that an isolated alkaline substance has been in contact with the joint of concern.  Such is the direct result an exposure to topical moisture and is locally caused.  (copy faxed to your office).  Due to the results from our Service Representative along with the results from the independent inspection service this claim is declined.     

Consumer Response: I see no action for them to repair or refund for this floor . I hired a company to lay this floor and had no idea that there was moisture . I feel they should have tested the floor since they should have experience in laying floor over concrete. Nothing was said about moisture issues. The first inspector from Rite Rug told us that they should have put plastic down then the padding then another layer of plastic down before the floor was layer. I just want what I paid for or my money back so I can get a nice floor that I expected. . Thank You very Much






























Business Response: Rite Rug's position is unchanged from our response on 8/16/2013.  This flooring was installed according to industry standards.   Sources in the home enviroment have caused  topical moisture issues in the flooring.   

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

8/22/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I recently ordered new carpet for my fiance's home (now my wife) through Rite Rug and their salesman **** ******. **** came out to my wife's home and measured back in December of last year and we met him at the ****** store location to view samples and select the carpet we wanted as the sample we had originally chose was not one Rite Rug carried. We stopped by the store and select the carpet we wanted and to get a quote on the carpet and install. I did not request the carpet be ordered or installed until 7/2/13 and when I did reach out to **** I was informed he had in fact already ordered the carpet all the way back in December! The carpet was then scheduled for install for the 7/8 as we were getting married on the 13th and wanted the carpet installed prior to. The first issue occurred when the installers arrived and pointed out that Rite Rug and **** had mismeasured the great rm and were a foot short. They suggested we have Rite Rug order the right size carpet as opposed to adding an additional piece of cut in carpet which would require another seam. We didn't have time for this and agreed to the "plug". The installers damaged furniture and the casing during the install and failed to install carpet in the master closet. In addition they installed the wrong carpet! The carpet is not the color we ordered and I immediately reached out to **** to make him aware of this. He failed to respond in a timely manner and thus I reached out to Rite Rugs primary customer support. They indicated they would speak to **** and work with me to resolve this issue however, they are now insisting that the carpet was the correct carpet despite the fact I have a photo of the carpet we ordered which I took while at the store with **** as I intended to also get a quote from ********* ***** ******. Rite Rug is offering to repair the damage to the furniture and casing, and to order and install carpet in the closet but they will not accept responsibility for ordering the wrong carpet.

Desired Settlement: At this point I've attempted to work with them and told them I'd be terminating the charge on my credit card for the carpet if they failed to present an acceptable resolution by 5pm today. They failed to do so and thus they need to fully refund the charges for everything but the padding & I'll follow up w/********* ***** ****** & have them replace the carpet w/the correct carpet. I would have probably agreed to accept the carpet w/a refund of say 20% of my bill but that option has expired.

Business Response: Rite Rug ordered the additional special order carpet for the master bedroom closet,  at no charge to the customer.  We have the carpet and are ready to install.  At the time of measurement,  the salesman was not permitted to measure the closet as the door was closed and the closet was occupied by someone in the home.  Our Customer Service Department  offered to repair the "damaged furniture and casing" during the carpet installation.  The carpet in the great room does not have a "plug"  this is a normal seam, verified by our service technician.  Our records indicate, the correct carpet and color were installed.  We do not have any documentation indicating a change in the color of the carpet.

Consumer Response:

First and foremost this is not accurate and the salesman was permitted access to the closet and did take measurements of the space! That said this response fails to address the primary issue that being Rite Rug ordered and installed the wrong carpet! Yes they offered to install the carpet in the master closet which they installers failed to install despite the fact they had taken measurements for the space and had the carpet to install this however their installers simply forgot to do so. There is no door on the bathroom where the closet is located and their statement that they weren't permitted access to the closet is absurd and if they hadn't been permitted access to this space they wouldn't have been able to take measurements for the master bedroom either as the rooms are connected without a door to the master bedroom! This is absurd and again their failure to even address the fact that they installed the wrong carpet is a clear admission of this! They need to refund the full purchase amount and I will order the correct carpet and I will have to hire someone to repair the damages done to my furnishings and home by their installers! I tried to work this out with them and they denied the wrong carpet had been ordered and insisted this was the carpet I ordered despite the fact I have a photo of the carpet we ordered which as stated was taken on my cell phone in order to solicite a quote on the exact carpet from another provider to ensure I received fair pricing! Rite Rug ordered and installed the wrong carpet, then attempted to mislead me and convince me that this was the carpet I had order! They've refused to accept responsibility for this error and have forced me to undertake multiple efforts to resolve this situation! This has consumed a significant amount of my time and I am livid and again Rite Rug needs to refund the entire purchase price and I will order the correct carpet from ********* ***** ****** and hire them to install the correct carpet. If I am forced to hire an attorney to resolve this matter Rite Rug will also be responsible for my attorneys fees, court fees and any additional expenses I incur! This company is completely dishonest and unethical and they are fully aware they ordered the wrong carpet and this is why they've failed to address this in their response!

































Business Response: Rite Rug's position is unchanged from our response on 7/31/2013:   "Our records indicate, the correct carpet and color were installed."   (copy of invoice can be provided, if needed) " We do not have any  documentation indicating a change in the color of the carpet."    We have the carpet for the master bedroom closet and are prepared to install at no additional cost .  Our records do not indicate this closet was measured and included in this purchase.  Our offer to repair the " damaged furnitue and casing"  is still valid.  At the time of the sale, the customer decided to remove their own existing carpeting and move their own furniture and these costs were removed.  However, the day of the installation the installers moved the furniture at no charge to the customer.   

Consumer Response:

We are going in circles... the carpet color was never changed and the carpet that Rite Rug installed is not the Cameo we ordered! I specifically asked Rite Rug to send over a copy of an invoice showing the carpet ordered and bearing my signature, as if this was something I signed off on I would partially be responsible for the oversight however, they ordered the carpet before I had even committed to purchase it and before they billed my credit card and at no time I was provided any documentation referencing the carpet color ordered and thus it wasn't until the carpet was delivered that I realized it was the wrong carpet!

As for Rite Rug's other statements, they are well aware their saleman took measurements and had access to the master closet and again they are simply attempting to hide their additional negligance in in failing to install the carpet in the closet! The installers had the additional carpet and padding with them and removed this from the house. However, they also had the additional carpet that was used to install the plug that was used to remedy their other error of not properly measuring the great room and being a foot short. Where does Rite Rug think the carpet used to remedy this issue came from? Rite Rug has demonstrated themselves to be an incompetent and dishonest organization and all they are attempting to do is avoid the liability associated with the fact that they installed the wrong carpet. Of course they will offer to install the carpet and padding in the closet, I paid for this carpet and was present when **** measured the space! If I need to hire an attorney to resolve this matter please let me know as this seems to be going no where and I do not have the time or patience for this! Rite Rug has inconvenienced me enough and wasted far to much of my time! If I am forced to hire an attorney they will also be held liable for all attorney fees and court costs and we will also seek compensation for the time they have wasted. Rite Rug is welcome to send over a copy of the invoice, but again I was never provided a copy of this, it will not bear my name, and the only thing it will demonstrate is the fact they measured and included the cost for the carpet unless they doctored this document (which I certainly wouldn't put past them at this point!).































Business Response: Rite Rug does not have any documentation showing the customer changed their carpet selection.  Therefore, we are not changing our position in this matter, as stated on 7/31 & 8/12.  If Mr. ****** can produce written documentation showing he changed the carpet selection,  we will reconsider this complaint.  We will forward a copy of the purchase order "********"  which shows the carpet style as "Pure Luxury"  and the color as "Angora".  Our office is still prepared to install the carpet in the master bedroom closet at no additional cost and our offer to "repair the damaged furniture and casing is still valid". 

Consumer Response:
I do not know how to make this any clearer, the carpet order was never changed and the requested carpet color was the Cameo from the start! I was never provided a copy of an invoice or order form and therefore never signed off on this and therefore any invoice provided is meaningless and fails to support Rite Rugs assertion that this is in fact the carpet I order and rather all this illustrates is that this Angora is the carpet they installed when in fact I requested the Cameo! Mike Dewine's office has requested I follow up with them if the BBB is unable to assist me in resolving this issue, I have also disputed the transaction with my bank and credit card company and will be following up with my attorney if need be. At this point I think we can close this matter out with the BB and reference the complaint as unresolved on your organizations site to alert other consumers to Rite Rugs actions and to ensure that if they do decide to do business with this organization the make sure Rite Rug provides an invoice and that they sign off on this and check to confirm the carpet that arrives is that which they ordered before the installers begin installing it. I would also suggest they double check Rite Rugs measurements and make sure the installers are certified as the installers Rite Rug sent to my home clearly were not and took all of the carpet remnants which I paid for and specifically told them twice to leave at the home. Had they left these I would have had the carpet for our master closet which again I paid for!































BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: uncompleted work....trying to get rite rug to complete work on shoe molding of floor they installed....have spoken with **** at ###-###-#### 3 times on this, last time on 07/18 **** said she would call back and leave voicemail with info...no voicemail....job is paid for through financing rite rug promoted....my mistake for paying for a job before completion.

Desired Settlement: Please complete job...follow up with customer would be good.

Business Response: Rite Rug sincerely apologizes and regrets the delays in installing the finishing trim on this job.  The finish up is scheduled for 7/23.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 10/29/12 I placed an order at Rite Rug for two rooms of vinyl flooring & three rooms & a hall way of Laminated floor total cost was $4,630.82 I paid them cash they said they would try to get me installed before Thanksgiving which they did, but they did not have all the material. Like the right transitions & cord around for under the counters The installer said it might take a couple weeks to get it in he was placing the order with ***** *****. Well being Thanksgiving & then Christmas which I knew it would be very busy for them I didn't call them until some time before Christmas to see if the material came in. ***** ***** said he would have to come out to see & measure the material needed, I also told him there was some laminated boards with defects in them that the installer said he ran in to a bad run of boards & he would try to salvaged enough to finish the floor. He looked at the floors & said he would order the material & more laminate floor for me. I called 1/15/13 he was supposed to call me back. But I had to call them he forgot to order the stuff 2/11 & again on the 26th of Feb they cam out again my notes do not have a lot of detail because I thought they would fix everything they they replaced a lot of Laminate boards two different times but there was always more issues with the installation of the boards not being close enough or wrippling along the edge's to the corners looking bent. They took lots of pictures of the defects on 3/19/13 ***** from customer service ( another *****) came out with the installer he said they can't keep installing new boards with out the seams being affected He said he was going to get in touch with the Mill. He took more pictures to send to the mill because I felt the product was defected. 4/25/13 I called because I did not hear from them, that being customer service. They said they sent the paper work in the 23 of April. 5/14/13 I called again they said they are still waiting for a reply from the Mill. 6/7/13 I called again they were still waiting.

Desired Settlement: Up until I have been very patient with them all but I got a little mad with them on the 7 of june two days a private inspector came & took pictures he said if I haven't heard from them by the 10th O july to call them which I did but they said they have not gotten his report which I know that he sen't it in because he told me it will take him a bout a week But give him 2 weeks & give them 2 weeks to read it but if I didn't get a call from to call them & call as many times as I need to. So I

Business Response: Rite Rug Company sincerely regrets and apologizes for the installation issues in this flooring.  Rite Rug will schedule a replacement on this flooring.  Ms. Bartok has been informed on this.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/27/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Consumer had floors installed by rite rug in 2004 with a 10 year warranty. The flooring is now warping. The consumer filed a warranty claim. The supplier claims the issue is not covered by the warranty. The warping is being caused by moisture coming up from the concrete beneath the floors.

Desired Settlement: Consumer wants the supplier to cover the repairs to the floor.

Business Response: The claim on Ms. *****s wood flooring purchased in 2005 has been declined by "******"  the flooring manufacturer, on June 10, 2013.  All material warranties are provided by the manufacturer and not by the retailer.  We are submitting a copy of the letter from "******"  along with the results/pictures from "CPS OF OHIO INDEPENDENT FLOORING INSPECTION & CORRECTION SERVICES CERTIFIED INSPECTION REPORT"  dated "5/6/13".  (copy of ****** letter and inspection report/pictures sent via email) ******'s letter states:  "Based upon the results of an independent inspection, we have found that there is no indication of a manufacturing defect.  As such we must respectfully decline any claim for manufacturing defects against the above referenced invoice."  The conclusion from the independent inspection report states:  "Conclusion:  The inspected concerns are due to face checking as the result of a moisture imbalance of the material.  Such imbalance was confirmed as the moisture content of the flooring elevated the closer the insulated pins reached the concrete substrate.  Such was observed in all areas.  Such concern is not manufacturing related"  Since this claim was declined by the flooring manufacturer, there is nothing further we can offer on this claim.  Copies of "****** Hardwood Flooring Residential Hardwood Warranties & ****** FLooring - Hardwood Care included via email. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: WHEN THE INSTALLERS WERE INSTALLING THE CARPET, THE CARPET WAS NOT TACKED DOWN OR GLUED AROUND THE EDGES OF THE WALL AND BY THE BASE BOARD HEATERS. THEN WHEN I SHOWED THE INSTALLERS THAT IT WAS NOT TACKED DOWN OR GLUED IN DIFFERENT PLACES, THE INSTALLERS, THEY ACCUSED ME OF PULLING UP THE CARPET WHEN IT WAS NOT INSTALLED PROPERLY IN THE FIRST PLACE. WE WERE THEN TALKING TO THE INSTALLERS BOSS, ***** **** ###-###-####, TO RESOLVE THE PROBLEM, AND HE WAS EXTREMELY RUDE TO ME ON THE PHONE. THE INSTALLERS WERE SPEAKING SPANISH TO EACH OTHER THE WHOLE TIME AND DIDN'T REALIZE THAT I UNDERSTOOD EXACTLY WHAT THEY WERE SAYING AND THEN BEFORE THE INSTALLERS LEFT, THEY CALLED ME A WORD IN SPANISH THAT IS NOT A NICE WORD AT ALL. IT IS SO OFFENSIVE, THAT I CAN'T EVEN WRITE IT HERE. I CALLED THE INSTALLERS BOSS, ***** ****, AND *****, THE SALES PERSON, TO TALK TO THEM ABOUT WHAT THE INSTALLERS HAD CALLED ME AND NEITHER ONE WILL RETURN MY PHONE CALL SO THAT IS WHY I AM MAKING A FORMAL COMPLAINT WITH THE BETTER BUSINESS BUREAU. IF THAT IS THE WAY THEY TREAT THEIR CUSTOMERS, SHAME ON THEM. I WILL NEVER RECOMMEND ANYONE EVER USE RITE RUG REALTOR DIRECT!

Desired Settlement: A APOLOGY FROM THE INSTALLERS, THE INSTALLERS BOSS, ***** **** ###-###-#### AND *****,(SALES PERSON'S PH # ###-###-#### IN WRITING WOULD BE NICE.

Business Response: Rite Rug Company sincerely apologizes and regrets the situation brought to our attention by Ms. ********.  Our office mailed an apology letter on July 11, 2013. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered laminate flooring from Rite Rug in April 2013. Was told it would be in in a week and they would call to schedule. Wasn't called for two weeks to schedule after I made multiple attempts to call them and see what was going on. The day before the installers were to come I was called and told the product was on back order and would not be available. I find it hard to believe they didn't know until a day before. I called back multiple times within a three day period to get more information about this. I not only contacted the woman that called me to schedule, I also called the store and the salesperson. Finally was called back after four days. Chose a different product and was rescheduled. Was called the day before the rescheduled date to say the box had been damaged and I again would have to be rescheduled. Was called back a week and a half later to reschedule. Finally installation day came, and after ripping up my carpet they informed me my floor was too uneven to put in laminate. I was left with concrete floors for one month before they came to install a different product. The day they came to install a different product they stated someone had taken some of their material so they were unable to finish the installation. Had to wait two weeks for finish to get scheduled. This morning, the day they were supposed to come and finish installation, I get called saying the box has been damaged and they are not sure when they will be able to finish. I find it hard to believe they have NO idea when their next shipment will be coming in and can't figure it out for a customer they have screwed around.

Desired Settlement: I would like the BBB to be informed of this. I ordered this product back in April and was told by the salesperson it would be done within 10 days. I feel as if I am getting jerked around by being called the day before or the day of to cancel and not being able to reach the proper people for days to reschedule. If it is not solved in a timely manner I would like a partial refund. I feel as if they are not listening to me.

Business Response: Rite Rug sincerely apologizes and regrets the delays in this flooring installation.  Our Customer Service contacted the customer and scheduled the finish up for July 5.  Our crew finished installing the flooring on July 5 except for metal  transition strips where the new flooring meets existing flooring.  Our Customer Service will schedule this as soon as possible.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: in august, 2012, riterug installed carpet in 3 rooms and sheet vinyl in 6 rooms of our home. 4 rooms of vinyl had to be removed and redone. we thought 2 rooms had been done correctly. in the spring of 2013, large bubbles developed under the vinyl in the master bath. a riterug representative came out, inspected the floor and determined that the master bath and water closet flooring had to be torn out and replaced. we asked for *******, the 2nd installer, to install the new vinyl since we thought he had done a good job with the first redo. riterug's plumber, **** *****, a relative of one of the vp's there, disconnected the toilet in the masterbath water closet and placed paper towels in the open pipe to keep fumes from entering the room. *******, i thought, removed the incorrectly laid vinyl before installing the new vinyl. however, that was not the case. he put new luan over the previous flooring, and then laid new vinyl on top of that. while he was working, i heard him blow his nose a lot, not thinking much of it at the time. when he'd finished, ******* asked me to inspect the floor, which i thought looked fine. as we were talking by the main working bathroom, which is on the same level as the masterbath and water closet, i witnessed ******* blow his nose into a paper towel and flush it down the working toilet. there was nothing i could do. the next morning after my husband showered and got ready for work, water backed up in the drain and flooded the masterbath, water closet and then came through the kitchen ceiling, flooding the kitchen floor, the counter tops, backs of the kitchen cabinets, basement wall and a cabinet in the basement. mike, the plumber, then snaked out the drain and found paper towels, just like the one i witnessed ******* blow his nose into, had clogged the pipe. i contacted riterug immediately. their response was that they would take no responsibility for the clog and our only recourse was to contact our home owner's insurance company.

Desired Settlement: we want to be refunded for the vinyl and our $500.00 deductible. riterug inconvenienced us for over 3 weeks during the first install, then again when the redo took place, and again a third time! their installer's error caused deadly black water damage in our home. the flooring in the master bath and water closet had to be completely removed, part of the wall in the water closet, half of our kitchen ceiling, all the kitchen flooring and upper cabinetry. all had to be treated to avoid black mold!

Business Response:

Rite Rug Company declined this claim on the basis and the results from "******* * ****** Plumbing" (copy sent via email):  ******* Plumbing "disconnected the 2nd floor master toilet for new floor install.  The next morning we received a call from the ******* stating water was all over their floor in their master bath and in 1st floor kitchen area.  I told the homeowner not to use any water on the 2nd floor until we got there.  They were already on our schedule for reconnect that day.  Upon arrival, I looked into the toilet drain in the master bath, found standing water in the drain.  I flushed the toilet in the 2nd floor hall bath that was just on the other side of the wall several times until the water level in the drain started to rise.  Mrs. ****** needed to leave to pick up her pet at the vet, so I cabled the drain to open blockage.  At about 12' or so I was able to open the blockage.  I pulled out the cable from the drain and had paper towels on the end of the cable.  These paper towels were the same as the home owners, very durable.  They don't dissolve in water easily.  We waited for almost an hour for Mrs. ****** to return to explain to her the situation and the findings.  She stated the installer was using her towels to blow his nose alot the day before.  The drain was clogged in the vertical stack of the drain between floors.  Drain was pvc piping, and after opening the blockage I tested drain by flushing water through the drain via the hall bath.  We did not reconnect the master toilet at that time per *****.  Homeowner did not pay *** to unclog her drain.    Regardless that the master bath toilet was not reconnect, the drain would still have backed up."    "I  can only tell you that I pulled out a few on the cable... However this was a 3" pipe that was clogged, it would take a lot of something to clog a pipe of this size. . . "  

 We do not accept responsibilty in the customer's clogged drain pipes.   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2013 Problems with Product/Service | Complaint Details Unavailable
6/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: VERY POOR cutting and installation of vinyl rug in two rooms on April 8, 2013. Very poor seaming when rug was cut short from wall installation - Left glue bubbles in rug - Failed to cut a section of rug to fit in closet - installed rug over door strip that was not removed - Cut rug short in closet and left as is. Rug was not glued down around the walls.

Desired Settlement: Contacted Rite Rug customer service and according to them they can't get someone out to our house until Monday, April 15th to look at the issues. We told them that we won't accept that. We wanted someone today. We did not want to move the appliances back into area until someone looks at this.

Business Response: Rite Rug Company's Customer Service Representative met with the customer on 4/15.  The requested repairs & finish up is scheduled for 4/29.  Rite Rug sincerely apologizes and regrets any inconveniences on this installation.

Consumer Response:

We was informed by Rite Rug customer service that new vinyl was on order.   We had to wait another two weeks to get it installed.  They showed up at our house as scheduled not to replace the vinyl but to repair it.   We did not purchase the vinyl rug to be seamed together nor did we purchase it to be sliced because it was installed correctly.

We want this vinyl rug replaced with a new one and installed correctly.


Regards,

******* ****






























Business Response: Rite Rug's Customer Service Department placed an order with the vinyl manufacturer to replace *** *****s job.  As soon as we receive the special order material,  we will contact the customer to schedule the replacement.

Consumer Response:

Just had the replacement vinyl installed.  The contractor they sent out to my house to do the installation did a very good job.    Thank you for all your help with this.    

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rite Rug installed wood floors in my home incorrectly so they failed and when they came in to remove them they damaged the slab of my home using a certain tool that they were not educated in using and when I wanted them to do the work by hand until we could get the damage inspected they grabbed their tools and left and refused to come back. It has been almost a month and my home is still not repaired and the wood that is up in areas is a hazard to walk around and is still in my home. They tried to settle an amount but it did not cover the expenses/repairs/ removal of wood from another company and repairing of the concrete that needed to get done. We are sleeping in the living room and having to walk over dangerous surfaces to use the bathroom. We have been hurt from this torn up wood and they do not care. They exposed our entire family to concrete dust for two days and I have a son with medical issues who is on **** ***** and has ******** and he is having to walk on these dangerous surfaces. All I want is everything fixed and put back to the way it was before they ever stepped foot in my home. They have been very dishonest and it is very heartbreaking to hire a company and they come into your home and tear it up and not care. We work hard for our money and take pride in our home. Too bad we cannot use a large portion of it.

Desired Settlement: Here is the breakdown of the cost. This is what I want.Engineer 1200.00removal of wood 2963.00repairing concrete 2100.00cleaning up all concrete dust(ducts, carpets, house,etc) 2109.81Our expenses 1200.00dead fish due to concrete dust in fish tank 60.00Credit the ge acct for product I do not have 3271.75new flooring 4459.76total 17364.32will accept 12000.00 and credit GE account because we are not taking new product that they were going to put in after they removed the wood

Business Response:

Rite Rug Company sincerely regrets the wood flooring installed in this home in October, 2012 experienced several seperated  boards in the hallway.  Rite Rug sent crews to start removing the wood flooring and the customer reselected another type of flooring.  On the second day of the wood removal the installers were stopped beucase Mrs. ******* did not like they way they were removing the glued down wood flooring.  Rite Rug's Installation Manager was on the job site and explained to Mrs. ******* that we were removing the flooring according to industry standards.  He also explained that additional installers could not be sent to her job as it would create more dust.  At this point, the installers left the job, as they could not remove the flooring according to her specific  requests.

Rite Rug reviewed the request of "17364.56" as stated in the complaint filed with your office.  As a consumer goodwill gesture,  Rite Rug previously offerred "$8000.00"  to close all issues.  We stand by this offer.    Please note:  Per the request from  this customer,  we provided the name and phone number of our corporate attorney so their attorney could contact our attorney if they decided to.

Consumer Response: At this point I am not responding due to the fact that I have retained an attorney.  I will say that it would be nice if Rite Rug could be honest. But I guess that it not possible. 


































BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My recent carpeting installation from Rite Rug is unaccepable. The type of carpeting that was installed has a characteristic of unsightly markings when walked on, and the pattern doesn't match where it was spliced together. There were also several places where the installers gouged baseboard and left marks on the walls. We were not told of the characteristics of this carpeting uop purchase. The markings might have been less noticeable if the carpeting would have been installed in the opposite direction, but the installers did not discuss the option. We stopped by the store to discuss solutions, and were told by **** (sales person) that "sometimes the carpeting is rolled too tightly and the markings might go away". This has not happened, and we contacted Rite Rug Customer Service at headquarters via their website. ** from the Strongsville store contacted us but offered no solutions or suggestions, and mentioned he would check with his boss. I followed up with Customer Service, and they transferred me to a voicemail. I left a message, but never received a call back.

Desired Settlement: I would like someone from Rite Rug to contact us with a suggested solution, or adjustment of the purchase price.

Business Response: Rite Rug Company contacted the customer and scheduled an appointment for April 26.  We will advise your office the results of this appointment as soon as they are available.

Consumer Response: So far,an employee came and examined the carpeting and took pictures. No resolution has been offered yet.

Business Response: Rite Rug's representative met with the customer on 4/26.  Rite Rug will send a repair technician to improve the seam.  In the matter of the footprints, this claim is denied,  on the basis that footprints are a normal characteristic of carpet and not a manufacturing defect.  Our Customer Service sent Mr. ********* an email to this effect on 4/30 along with the carpet warranty & care instructions from ******* Carpet Mills  (copy emailed to your office).    Rite Rug will schedule the seam repair at a mutually agreed upon date.   

Consumer Response: The repair has not been done yet.  I am very concerned regarding the repair of the seam.  The method of repair has not been explained.  If it requires additional carpet to repair, I am concerned regarding color match.  It might look worse.  They are also taking no accountability for poor consultation regarding the carpet.  They NOW say it is a characteristic of the carpet, but that information was never shared prior to purchase.  They also dropped the ball by not giving us the option of rotating the carpet 180 degrees to allow the pattern of the carpet to be visible.  VERY poor customer relations.  I have not received an acceptable solution.

Business Response: Rite Rug will schedule the carpet seam repair at a mutual date.  No additional carpet is needed to redo the section of this seam.  We regret Mr. ********* is not satisfied with his carpet selection due to footprints.  Since this is a normal characteristic in carpet there is nothing further that we can offer in this matter.  Our representative met with Mrs. ********* in the home on 4/26 and verified this carpet was installed according to industry standards. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased hardwood floors from Rite Rug. At the time of purchasing we were advised it would be best to use Rite Rugs plumber when removing the toilet in our half bath to install hardwood flooring, in case their were an issues with the plumbing after installation. A couple months after installation, I went down in my basement to bring I pile of items I had ready for a garage sale upstairs. When I picked up my items they were soaking wet. Most of my items were destroyed, being that they were directly under the toilet that Rite Rugs plumber removed for the floors. We immediately called Rite Rug and the plumber. The plumber came out and replaced the seal on the toilet. A few months later we noticed separation in the hardwood floors in the bathroom. About the same time we had the toilet start to leak again. We contacted Rite Rug, they sent a customer service person out to look at the floors. We received a follow up email from Rite Rug stating that it is due to water damage and will not be covered, however, they will fix the hardwood at our expense. We are still paying on the hardwood we had installed the first time around. We explained that we are not happy with this decision and think it should be covered since we used their plumber. Our toilet is over 20 years old, but had never leaked until they removed the toilet. Now they claim since our toilet is over 20 years old "things happen." (Like their plumber had no idea how to set a toilet.) My husband reset the toilet with a boot and new seal and now have no problems with the toilet. However, we still have gaps in our hardwood, plus damage in the basement and to our floor joist. We are discussed with Rite Rugs customer service and want our floors fixed and water damage of wood in basement fixed. We have pictures of all damages.

Desired Settlement: We want hardwood floors pulled up and replaced. Replacement of plywood and floor joist due to water damage.

Business Response:

Rite Rug Company does not disconnect/move or reconnect commodes.  At the time of the sale, the customer is given the option of taking care of this themseleves, hiring their own plumbing company or we  recommend ******* * ****** Plumbing(  a copy of the invoice dated 7/31/2012 from ******* * ****** is attached).  Rite Rug is decling this claim based on the attached report and photos from ******* * ****** Plumbing (report & photos attached).   This is a 20 year old toilet with a  "faulty fill valve"  inside the tank causing water to spray from the back of the tank and drip down the wall. 

The report states:  "  "On 7/23/12  VDP disconnected 1 piece toilet for new floor install.  Toilet was reconnected by myself on 7/25/12, I tested toilet by flushing several times and performed a visual inspection for signs of leaks.  No leaks were present at that time of reconnection.  We explained to Mrs. ******* at the time of reconnection( as we do with all of our customers), that it is the customer's responsibility to do a visual inspection of the reconnected item (s) for the next 24 to 48 hrs after the reconnection.  If leaks are discovered to contat us immediately to address the issue.

"On 10/1/12 VDP was contacted by the ******* regarding a leak in the toilet we reconnected.  My son ******  went there the same day to address the issue.  Water to the toilet was turned off by the home owner upon his arrival.  He disconnected the toilet and inspected the wax seal.  Took photo of the flange and wood around the toilet flange, the replaced the wax seal and reconnected toilet.  Upon turning water on to toilet, water starting to spray out of water fill control valve (from areas that are not designed to)  through the hole openings in the rear of the toilet tank.  Photo was taken of this, and ****** also showed Mrs. ******* of the faulty fill valve and recommended it to be replaced.  ****** wrote up a diagnostic finding on a time and material form (that is not a carbon copy form) stating the above.  Mrs. ******* signed the document and kept it.  ****** took a photo of this document for our records.  We also took phots of the water running down the wall behind toilet and on bottom of toilet tank itself.  There was water damage on the wood base trim from the water running down the wall.  The fact of Mrs. ******* signing our dcument and showing her the source of the leak was not mentioned in her Statement.  ****** was told that her husband would look at the part inside the toilet tank when he got home and would let us know if they wanted it replaced.  I contacted Rite Rug to inform them of the situation of the ******* toilet and floor.  We did not hear from them again.

 

 

    

Consumer Response:

From: david provens [mailto:provens@yahoo.com] 
Sent: Thursday, April 11, 2013 1:41 PM
To: Kathy Giere
There was no resolution proposed. When the plumber came out he replaced the seal on the toilet, leading me to believe that the seal was the cause of the leak.  I signed the receipt acknowledging that he suggested replacing seal in toilet, not that, that was the cause of the leak.  We did not contact plumber again when the toilet started to leak for the second time because we were already in contact with Rite Rug having them send out a customer service rep to look at the gaps in the floor in the bathroom.  We had turned the toilet off and had no toilet to use on the first floor for a week.  We figured when Rite Rug fixed the floors, like they should, they would have to remove the toilet anyway.  So once we received their response saying they would fix floor at our expense, we did not want to incur a plumber bill also.  I have plumbing knowledge and experience.  First I replaced the seal inside the toilet that plumber is addressing, I left the water on and the next morning there was still a constant drip in my basement.  I then pulled the toilet and saw a gap between the toilet and wax seal due to the floors being raised 3/4" when the flooring was installed.  I purchased a boot raising the wax seal 3/4" and it has not leaked again.  Had I realized Rite Rug would push responsibility on to the plumber and not take responsibility for the plumbers work, I would have pulled the toilet myself.  I was lead to believe by the Sales Representative (also manager of store) that by using the plumber that Rite Rug contracted to come out to my house, Rite Rug would be held responsible for their work.  My beef is not with the plumber.  I want Rite Rug to fix the gaps in my floor.  I am still paying on the first installation.  I am not paying for a second installation.  I am attaching pictures of the water damage done to my basement which includes plywood flooring, floor joist and the pictures I took when pulling the toilet and the gaps in my floor.  We replaced the majority of our flooring in our 2500sq ft home with Rite Rug.  I would for Rite Rug to make it right.


















Business Response:

There is no change in Rite Rug's position, this claim is denied , based on the report and photos on 10/1/2012  from ******* & ****** Plumbing (sent to your office 3/29/2013).  The report states " Upon turning water on to toilet, water starting to spray out of water control fill control valve (from areas that are not designed to) through the hole openings in rear of toilet tank.  Photo was taken of this, and ****** showed Mrs ******* of the faulty fill valve and recommended it to be replaced."  " ****** wrote up a diagnostic findings on a time and material form (that is not a carbon capy form) stating the above.  Mrs. ******* signed the document and kept it.  ****** took photo of this document for our records.  We also took photos of water running down the wall behind toilet and on bottom of toilet tank itself.  There was water damage on the wood base trim from water running down the wall."    "Work Performed:  Pulled 1st floor hall bath toilet, tightened flange screws, checked pipe and ring.  Reset toilet.  Checked Basement toilet pipe connections all ok.  toilet reset and turned on found fluidmaster is spraying water out the back of the toilet tank.  Recommend Fluidmaster to be replaced.  All other connections ok.  Signed by Mrs. *******.   

In the response on 4/11  Mr. ******* states:  "When the plumber came out he replaced the seal on the toilet, leading me to believe that the seal was the cause of the leak."    It is a standard plumber's procedure to replace the wax seal anytime a toilet is disconnected .  ******* ****** Plumbing submitted a photo of the of the flange and the wood around the toilet flange on 10/1/2012.  (photo & report submitted on 3/29/2013).  This photo does not show any water damage.    

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is for the 8612 ********* Dr location. We purchased carpet installation from this dealer for a flight of stairs. An installation date was set. The installation did not occur on the agreed upon date. This cost me a half a day at the office. Upon discussing with the store and installation manager, they stated they couldn't get a hold of installer either by text or phone, and couldn't explain what happened. Another appointment was scheduled for between 11:00 AM and 1:00 PM EST the next day (Friday). I took another half day. The installer didn't arrive until 3:05 PM EST. This caused a logistical issue with picking up my children from daycare. After talking to customer service, they said they'd come up with a way to make up for so much lost time and aggravation after the weekend. We called them the next week and they stated there was nothing they'd do for us. This complaint is about poor/misleading customer service & inaccurate scheduling.

Desired Settlement: We're not seeking a full refund. They invested time and resources into the project, and we respect that. We'd simply like to be comped for wasted time and aggravation, as this is what we were led to believe would occur.

Business Response: Rite Rug sincerely apologizes and regrets any inconvenience on this carpet installation.  Rite Rug does not have a policy for compensation due to inconveniences.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rite Rug was having a sale before Christmas 2012 so we decided to take advantage of the sale and replace carpet in one of our rental properties. The sales process was very smooth and they moved quickly because we wanted it done before new tenants moved in. The scheduling was also expedited. We were very pleased with our experience up to this point. When the carpet was scheduled to be installed my husband took the afternoon off of work so that he could be there to let the installers in. We read the contract and made sure that the home was warm. It was actually set on 72 degrees. We had an appointment later that day so my husband left the installers in our home to finish the job. The installer was suppose to call upon them leaving the home, they never called. Not only did they not call they left my home unlocked. Luckily we went to the home later that evening and seen that not only was my home left unlocked but the carpet was not even finished. Common courtesy would have been for them to at least call when they couldnt finish the job but no we had to reach out to the customer service department to find out what was wrong or when the job would be finished. Two days later we get a call stating that the installer wanted to come over on Christmas Eve to finish the job. Are you kidding me? We gladly let him in the home and took time away from our family so that we could get the job finished because we were going out of town and tenants would be moving in the meantime. When we let the installer into our home we pointed out that the bedroom upstairs was not tight enough and he said that he would fix it. We left the home to spend the rest of the day with our family only to return and find that the stairs that he had installed that bare wood was showing on the side of the steps and you could visually see where the carpet ended and began within the steps, and once again the steps were not tight or stapled correctly. We addressed this issue with the sales team where we purchased the carpet and they informed us that we would need to call customer service. Needless to say this has been an issue where my husband has had to take numerous days off of work in order to meet with representatives from Rite Rug to correct the issues. Finally we get installers out to the property and they said that the steps needed to be redone and they tightened up the flooring upstairs to an acceptable appearance. We reached out to Rite Rug to set up a time to have the stairs redone and they informed us that they would give us the carpet to repair the stairs though they wouldnt be supplying us with an installer to do the work and that we would need to do the work ourselves or hire someone else. My husband requested to speak to the manager then they stated that not only will they not give us the carpet to correct the problem but that they had done enough and they wouldnt be doing anything to rectify the situation.I have truly learned a lesson about Rite Rugs customer service and that a good deal is not always a good deal. I have also learned that I will never pay a company in full for a job before the job is done. Being that this is a rather large company I am very surprised on the customer service that they provide. We only asked to get what we were paying for. Not half of what we were paying for.

Desired Settlement: I am very disappointed with the customer service. I understand that people make mistakes though to be treated like this is uncalled for. We have numerous properties and have purchased carpet from Rite Rug in the past and have never experienced this type of treatment. I am requesting a partial refund. My husband nor myself can take off of work to deal with this situation anymore. For what we have saved in purchasing this carpet verus the pay that we have lost from work isn't worth this.

Business Response: Rite Rug sincerely apologizes and regrets any inconveniences on this carpet installation.  We will offer to replace the carpet on the steps.  This can be scheduled on a Saturday and we will send our best installers that are avaliable.  However,  due to the type of carpet that was selected for this rental property, we cannot guarantee that the replacement carpet will not show the backing of the carpet where folded on the steps.  We also ask that the customer be present at this scheduled repair.  In the matter of the requested "partial refund"  we decline this request.  As we do not have a policy for compensation due to inconveniences or delays.

Consumer Response: We have had Rite Rug out to our home numerous times with no satisfying result.
































Business Response:

In response to *** & **** *****'s rejection on our offer to replace the stair carpet.  Rite Rug will offer a policy adjustment of $250.00 to accept the carpet installation AS-IS.  If this offer is acceptable the customer will need to contact our Customer Service Department to process the necessary paperwork. 

 

  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I went to Rite Rug and found carpet that we liked and vinyl that we liked. The sales person was going to check to see if we could get financing. We also told him that the employee that was to come out to the house to do the measurements was to not come until after 3:30 pm. There were 2 messages left from the guy wanting us to call so he could come and do the measuring. Then he showed before 3:30. He did the measurements and then we heard nothing from anyone. Today I get a bill from ** and they want my first payment due in April. I have not heard from anyone at Rite Rug and I have not signed a contract with Rite Rug so I cannot believe that they had a nerve to send over $3,000.00 to the financing without any approval from us. If they would have called they would find out that we are going to do some of the stuff ourselves so this cost would not even be on there. This to me us very unprofessional and I will not be getting my carpet from this company.

Desired Settlement: They need to send the money back to ** for the financing of the carpet that we have not given approval for. I do not want to get my carpet from here if this is how they do business.

Business Response: Rite Rug Company sincerely regrets any misunderstanding or miscommunication in this matter.  The sales have been cancelled and ** was contacted to cancel this account.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

 




















BBB's Final Determination: Consumer accepted resolution offered by the business.

3/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contracted with Riterug to purchase and install carpet and laminate in my homw. They required payment in full before starting the job. I did this, against my better judgetment. The installating was to begin the first week in October,2012 this was delayed due to material not in stock,The installation was started mid Oct.not enough flooring was supplied, the balance of material was ordered, the second attempt was made, again not enough laminate or qtr, round. Another delay, installer came with bal. of laminate, no qtr, rd. The laminate in one area was porrly installed and I asked that it be replaced, another delay, new installers arrived and replaced laminate not much better than the original. Not trimed was supplied for the transitio between carpet and laminate in living area and between hallway and bathroom. This get us to mid Dec, and the job is not done,Being desperate, I purchased and installed the missing qtr, rd, and the missing transsition pieces at a cost of approximately $70. We love the new look of our home, but not completely satisfied with the quality of the workmanship, the time delays, and the labor and money we had to spend to correct Riterugs instalation.I tried to work with the sales office in Fairborn, ***** tried , but seem to get no support from the warehouse man also named *****. I asked that warehouse ***** call me , no response. Dealing with Riterug is very difficult as mo one seems to be responsible to the customer.

Desired Settlement: Replace bad transition trim between bedroom and hallway, replace and install poor workmanship on laminate in dinning room

Business Response: Rite Rug's Customer Service Department contacted the customer and scheduled an appointment to meet to discuss the issues on this installation.  Rite Rug will order the replacement materials and schedule a repair date,  after we receive the materials.  We will also have a contractor contact the cutomer to schedule repairs in other areas. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a price from Rite Rug to have carpeting installed on stairs in a residence. They emailed me an invoice for the total amount (cost of carpet and installation). I phoned the sales person and asked him what the terms of payment were. He said they would need a 50% down payment. I responded "ok no problem" and asked if the balance would be due upon completion of the installation. He said yes the balance is due upon completion of the work. I gave Rite Rug the 50% deposit and they ordered the carpet. Approximately two weeks later we scheduled the installation date. Everything is great up to this point. The day before the installation the sales person phoned and said they needed the balance paid on the invoice before they would install. This resulted in an argument for obvious reasons. Not only had they lied to me but I ask, "what kind of company would require 100% payment before they completed the work?" The sales person said he told me the total amount was due before installation and I told him that was a lie. Had he told me that I would never have used Rite Rug.I was left with no alternative in this case but to pay it because the people residing in the house were expecting the installation the next day and had already made arrangements to be home.The installation took only 25-30 minutes and resulted in larger than normal gaps between the edges of the carpeting and the wall. The installers clearly cut the material too short. Now I'm have carpeting that was poorly installed and Rite Rug has 100% of their money. Now I know why they need to get all their money before installation. What a bunch of shysters.

Desired Settlement: I want the carpeting installed properly even if it requires them re ordering the material.

Business Response: Rite Rug's Customer Service Department sent Mr. ******* a response with  an apology  and an explanation on our payment policy on 3/14.  Per his request,  we will replace the carpet on the stairs,  as soon as we receive the special order carpet from the manufacturer. 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 





















BBB's Final Determination: Consumer accepted resolution offered by the business.

3/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rite Rug Co. installed carpet in three rooms and a hallway. During the installation they scratched many of our new kitchen and dining room cabinets. They attempted to have the cabinets repaired by ********* **********, but the repaired areas were obvious and the cabinets were not returned to their "new" condition. Rite Rug Co. has recently stated they will not replace the cabinet doors they damaged. The only remediation they have offered is to send ********* ********** back to attempt another repair.The damage to the caninets was noticed before the installer left our home. The installer admitted he caused the damage and admitted he should have told us this damage could occur. We prepared the rooms for installation and asked the installer if there were any other items we should complete before the installation starts. His answer was no.Rite Rug Co. has shown complete neglect in the services it provided during the installation of our carpet. Mininal steps could have been taken to avoid this situation. Rite Rug Co. visited the site before the installation and could have asked us to cover the cabinets to eliminate the possibility of damage. Rite Rug Co. could have covered the cabinets that were exposed to damage during installation. Neither of these simple steps were taken.

Desired Settlement: We would like Rite Rug Co. to replace the cabinet doors they admitted they damaged.

Business Response:

Rite Rug Company sincerely regrets the kitchen cabinet doors were surface scratched on this installation along with scratches on the door handles from the stiff carpet backing.   Unfortunately, minor scratches cannot be avoided on flooring installations.  Therefore, this item is addressed in #12 of our contract terms and conditions:  "12.  Rite Rug Co. is not responsible for damage caused to furntiure while it is being moved nor is Rite Rug responsibile for minor damage to baseboards and walls caused by normal floor covering installation."   (copy will be provided via mail)  

Rite Rug will offer $6.00 per cabinet door handle due to the scratches.  Our Customer Service Department sent ********* **********, at our expense , to repair the minor surface scratches in the cabinets.  We will provide pictures of the 2 repairs they completed before they were stopped by the customer (via mail).   We are sorry, the customer was is satisfied with the repairs.  According to the pictures, we feel the repairs so far are satisfactory.   Rite Rug seeks to be given the opportunity to complete the repairs, at our expense.  We are decling the request from Mr. ********  "to replace the cabinet doors".     

Business Response: Rite Rug provided photos and contract  documentation for this complaint.

Consumer Response: Regarding #12 of the terms and conditions

  1. The first part states: Rite Rug Co. is not responsible for damage caused to furniture while it is being moved – there was absolutely no furniture in any of the rooms at the time of carpet installation.  At no time was any furniture moved; therefore this clause is not applicable.
  2. The second part states: nor is Rite Rug responsible for minor damage to baseboards and walls caused by normal floor covering installation – we have no claim for damage to walls or baseboards; therefore this clause is also not applicable to this incident. 

I am attaching before and after photos of the repaired areas.  They clearly show the repairs; although an improvement, have not returned the cabinets to like new condition.

  1. After Repair Door photo – I have highlighted two areas; one shows the repair appears to have been done with a marker and is very noticeable.  The second area is harder to see in the photo, but shows the luster of the cabinet doors is not consistent in the repaired areas.
  2. After Repair Drawer photo – I have highlighted two areas; one shows the scratches remain and are still noticeable.  The second shows the repair area is splattered with paint in an attempt to camouflage the damage.
  3. The third issue we had with the repairs – the counter tops and carpets were not protected from over-spray.  We had to request the counter to be cleaned of over-spray.






























Business Response: As a consumer goodwill gesture, Rite Rug will reimburse Mr. ********  the cost to replace the cabinet doors.  Per  the estimate submitted  from "******* Construction"  dated "2/6/2013.  We will also reimburse the customer $6.00 per door handle for any scratched door handles.  Our Customer Service will send Mr. ******** a claims release form for his signature and the reimbursements will be mailed after we receive the signed release in our office.  

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 






















BBB's Final Determination: Consumer accepted resolution offered by the business.

3/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am very upset with ***** ****** at Rite Rug in dublin ohio, He came to my house and in his hand he had the same carpet sample that matches my basement carpet (that I had replaced through the same company a few weeks earler). when he walked in and showed it to me, I told him I did not want the same crepet that was in my basement.

So he went to his car to get other samples and I picked a lighter higher quality carpet that matched my upstairs almose perfact.. At this time I told him how we are selling our house, and he agree that we should go with the lighter carpet.. he gave me prices that I thought were way to high ( he told me how they are the lowest prices around).. Cost- $354.67 For one small bedroom??? (oh and my husband took out all the old carpet and padding).

Though it was high but again I picked a higher quality carpet.. I signed and Paid Well today carpet was put in, and what do ya know its the same carpet thats in my basement... I called the man he was very rude and kept telling me I was wrong.. what happened to the customer is always right???? He said I can put the other carpet in but it will cost you more money!!!

Desired Settlement: The materal was 182.28The Service was $150.00plus taxes.. Think I should get somthing, I dont have time to get them back out and replace it again (our house is on the market for sale)But somthing should be done.. I want the $150 service fee refunded!!

Business Response: Rite Rug Company sincerely regrets any misunderstanding on the bedroom carpet purchsae.  As a consumer goodwill gesture, we will a credit of "$150"  as requested by Ms. **********.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: After seeing a commercical for RR to come to our home, we made an appointment with ****** who showed us 2 samples of hardwood: 8inch & 5inch. She measured and displayed the 4 colors available: brown #1, #2, #3 & 4. We picked out "brown #2 in the 5inch" and advised we would need to get back with her. Called and placed the order for exactly what we picked out. A week before installation, ****** called to advise that they needed a few extra days to allow time for the transition pieces to the living room and basement to arrive. Day of install, the color being installed didn't match what we picked but we couldn't communicate with them due to the language barrier. The floor put in doesn't even match the transition pieces to the two other rooms. The transition pieces are a closer match to our color than the floor. Called ****** next day to question the color and she assigned me to customer service. Spoke with **** at CS who took all info & sent 2 different men to take pictures. We learned from **** that the 5inch (what we picked) doesn't come in the color selected so ****** matched it as best as she could. She not once mentioned that the floor we picked doesn't come in our color. I was also told that then asked if we wanted to preview the floors, we responded "no thanks" or made no reply. This offer was never made to us. We would never order flooring sight unseen. We asked to see the samples we were shown and were told that these do not exist anymore. What happened to them?We were offered to have the floor replaced in the color we picked in the 8inch if we pay $200.00 to cover some of their cost. This is truly unacceptable. The mistakes made by RR are entirely their own and shows their lack of professionalism and respect for the customers. We trusted ****** and RR to sell floor in the exact color and size requested. If what we picked is no longer in stock, we would have been more than happy to preview what is available.

Desired Settlement: We are requesting RR install the correct floor free of charge with a written guarantee that the sub floor, walls, appliances, cabinets, doors and any other item in or around the home will not be damaged.If they can make no such guarantee, we are requesting a full refund.

Business Response: Rite Rug Company, as a policy adjustment,  will offer $462.90 Adjustment to keep the installed wood flooring.  Upon further investigation, it has been determined,  we cannot offer an 8 inch wood flooring, as it would not work in this customer's home.  As previously discussed with the customer. 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 










Consumer Response:

Hello,

I have not yet received the refund from Rite Rug and would love your assistance in putting this matter behind me. 

Thank you,


Business Response: Rite Rug Company's Customer Service Department will send Ms. ***** a claims release form to process the $462.90 refund.  As soon as the form is signed and return to our office, the refund will be processed.  We apologize,  the necessary paperwork was not sent to Ms. ***** earlier. 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. I have received the refund from Rite Rug.  Thank you for your help!




















BBB's Final Determination: Consumer accepted resolution offered by the business.

1/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contracted Rite Rug to install carpet in my home on 11/23/12 the team of carpet installers all mexican arrived during the agreed upon date. They backed into my driveway with a white work van next to my perfect condition all black dodge ram. When they installed the carpet they were very loud and obnoxious. It sounded like a bomb was going off upstairs every time they moved around you would think they would realize they are in a home! NOT A CONSTRUCTION SITE!After the completion of the work I inspected and signed off on the paper. Ten minutes after they left I walked out to my drive way and noticed a large white scrape and dent on my right side rear quarter panel. UNBELIEVABLE! so me and my wife text the sales guy who came out to my house and bid the job his name is Jeff Arndt. He texted us back and said they probably did hit you and that rite rug would get his insurance info or the police. We have that saved in my wife's phone along with the pictures we sent to him of the accident. A week passed and I never heard anything else so I started calling rite rug's corporate office which they told me to wait for a call for the requested information. I waited but never received a call so another week later i called them again and was told that the crew lead who installed the carpet said he did not hit the truck and rite rug would not be releasing any information. I CAN'T BELIEVE THEY ARE TRYING TO GET AWAY WITH THIS! It's not about the money it's the fact you hit my freaking truck and even though its in perfect condition and didn't move you are going to tell me he said he didn't do it. I seen my truck before they arrived it was in perfect condition and then I seen my truck no more than ten minutes after they left and it has a big freaking white dent in it!Explain to me how something could have hit my truck while they're work van was parked next to it? Explain to me how Rite Rug is not responsible for the crap crew they sent to my house? I will be filing charges and I will go to court over this!

Desired Settlement: I want the full amount of what it costs to have the truck repaired.

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

1/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 03/2012 consumer hired rite rug to install some new carpet. The work was not done correctly and also damaged carpet in another room. The supplier came back out and advised they would replace both sections. 04/2012 the supplier came out and got into a verbal dispute with the consumer and refused to do any work. The consumer contacted the supplier back and advised she did not want that man that came out to return to her home. The supplier offered to replace the carpet in one room and refund $300. Consumer advised she was still not happy due to the verbal abuse she endured from the installer. Consumer advised she did not trust the quality with which the supplier would install the carpet and did not want the supplier to replace the carpet, just partial refund her so she could have the carpet replaced by someone else. 

Desired Settlement: Consumer wants a partial refund to have the carpet replaced.

Business Response: Rite Rug Company sincerely apologizes and regrets the issues Ms. ******* experienced on her new flooring installation.  We regret the carpet installer damaged the existing older carpet in the bedroom, while installing new living room carpet.  We will replace the older bedroom carpet with the same new carpet that the customer selected and had installed in her living room at no cost to the customer.  If this is not satisfactory, Rite Rug will issue a refund in the amount of $360.00 for the damaged bedroom carpet.   

Consumer Response: In regard to Rite rugs proposal, I do not accept this at all. My bedroom carpet was fine until they ruined it. Also I was verbally assaulted by one of Rite Rugs ****** Employee, *********. He refused to do anything except to be rude. He was very large and tried to intiomdate me. I dont want Rite Rug to lay any carpet in my home ever! I think they took advantage of me, because I am 83 yrs. old and am 5'4 - 112 lbs. I resent that! My offer is fair and I will not accept this.





























Consumer Response: I am replying to your request for my complaint against Rite Rug. I gave all the info to Att Gen. but ill do it again.
In March I had Rite Rug install carpet in my living room & hall. I moved all the furniture out except a small desk, and a curio cabinet(empty). They sent 2 ****** men who were not very friendly, and they laid the carpet. They moved the 2 pieces back and I moved the rest. Later I discovered some bad places, going into the kitchen and bedroom. Rite Rug  sent out a man to take pictures. They called and said they would replace my bedroom carpet, and then, they called and said they would be out to replace the living room carpet. When they came the man who seemed to be in charge came in and started being angry and said they would not replace it. One of the men looked at the bedroom and said he could not fix it. The man who was in charge was a very large ****** man who accused me of not wanting "********" in my home! I had asked for English speaking men. He was continually yelling and pacing in and out. I am 83 and am 5'4" weigh 110 lbs.
This man remained being obnoxious and I do not ever want Rite Rug in my home. I am asking for 800.00 for replacing of my bedroom carpet and for the treatment I received. It is fair and I had 7 different men in my home taking pic etc. I'm now stuck with carpet that looks awful and my bedroom carpet is ruined. This is my final offer.

Business Response:

Rite Rug is rejecting Ms. *******'s request for "800.00 for replacing of my bedroom carpet and for the treatment I received."  As a consumer goodwill gesture, Rite Rug will offer an adjustment of $500.00.  If this final offer is not satisfactory to Ms. *******,  Rite Rug will commit  to proceeding  to Artibration to settle this matter.

 

 

Consumer Response: Although I think my claim was valid, I am willing to settle my claim for 500.00, because I cannot go through an Arbitration, Due to poor health & loss of Vision I cannot do it. When I receive my check I will consider my claim closed.






















BBB's Final Determination: Consumer accepted resolution offered by the business.

1/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 10/26/2012 Rite Rug came to my house to measure my kitchen floor for vinyl and the rest of the house for carpet. He said that they would have to put new Luann (Plywood) down over the exiting Luann because the warrantly would be no good. He said they usally charge $20.00 per sheet and $20.00 per sheet to put it down. He said to get my business he would give me the Luann free and just charge me #10.00 for installation. I stopped by on 09/28/2012 and wrote a check for $1,113 for the vinyl. The vinyl was to be installed on 10/12/2012 but after the installer put down the plywood he stated that they did not order enough and the vinyl and would have to be reordered. On 10/17/2012 I received a call from *** that the new vinyl was in and they had me scheduled for 11/07/2012 for installation. I explained that I could not wait another three weeks to get the kitchen floor done and I would need a refund. *** stated that I would need to talk to Corporate (###-###-####) customer service. They stated that they would take out for the Luann that had been installed and send me a check. On 10/30/2012 I received a check for $663.98. They had charged me $450.00 for the Luann. I called the corp. # ###-###-#### and left message with a supervisor (********) to call me but received no call.

Desired Settlement: I was told the initial cost of the Luann (Plywood) was $20.00 per sheet and $20.00 to install (Which I was told I could have the Luann free and I needed to pay $10.00 per sheet for instalation) Eight sheets were installed which would equal $320.00, not $450. Also I had to take off a day's work to be here to move the gas stove and refridgerator for the installor. I feel they owe me $450.00 minus 80.00 for installation. $370 total.

Business Response: Rite Rug Company sincerely apologizes and regrets the issue Mr. **** experienced on his new flooring installation.  As a consumer goodwill gesture, we will issue a credit of $363.78 onthis purchase.

Consumer Response:

I have found another company that has completed my kitchen and also put new carpet in my house.

Also after the way I was treated by Rite Rug I realize it was a big mistake even attempting to do business

with Rite Rug. Rite Rug's upper management has chose to take money that was not their's and they've done nothing to earn that money.  They have basically stoled my money and now are now offering me a credit.    I'm sure this is not the first time that this tactic has been used.  My desire is to receive my full amount due and no less.
































Business Response: Rite Rug Company cancelled Mr. ****'s sale and issued a refund on all the materials and labor except for $80 plus taxes for the lauan flooring that was installed. 

Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 






















BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am enclosing a copy of a fax that I sent to Rite Rug on October 21,2012, as a result of a bad customer service experience that occurred on my floor tile installation that started on September 25th of this year and continues as of the date of this letter.

I am also enclosing a copy of a disputed-charge letter to ************* wherein I explain the details of the reason for my dispute and additionally the reasons for this complaint to the Better Business Bureau. There are three measures that I have taken to resolve what I consider to be unacceptable customer service from the Centerville location of Rite Rug, and as of today I have received absolutely no response from them. They have ignored my requests to review my installation charges, they have ignored the bank's disputed claim charges, and they have ignored my calls to their customer service department because "they have been too busy, busy before a holiday, and busy doing other things" to quote their corporate customer service representative ******** *******. On my fourth call to her when I asked her what she thought my problem was she answered "Oh, we charged your credit card the wrong amount and we ran out of tile."Her response to my question only further proves my point that Rite Rug has no clue. How could she have read our complaint and fax that clearly detailed our issues and Rite Rug's lack of customer service? It seems that the lack of customer service at Rite Rug starts from within the corporate customer service department itself.

Here is what we have tried to do to resolve this situation: After several conversations with the local store manager which were always initiated by us, we finally got our floor finished on October 11th-- 17 days for a two-day job!

There were several ways that the situation could have been handled to expedite the installation: 1. The installer could have been assigned to finish our in-process job instead of doing other jobs ahead of ours. This way we would not have been left waiting and waiting on multiple occasions wondering where the installer was. 2. When the tile had to be reordered, it could have been shipped overnight to speed the installation. 3. When the tile arrived in Columbus and was not placed on the delivery truck to Dayton, it could have been picked up by Dayton store personnel instead of making us wait several days until it was shipped to Dayton.

We finally decided to dispute the charge since no one at the store would discuss an adjustment of the installation charge or would even return our call! We sent a fax to the store on October 21 to discuss the disputed charge and the need to review the store's installation/scheduling policy. No one contacted us. Big surprise. We called the store a month after the fax was sent to see if anyone would talk to us. We found out from the salesman that the fax had been sent to corporate customer service, and he thought someone had called us. No they had not. Beginning November 20 and for a period of a week, we started calling ******** *******, corporate customer service, and left a message to contact us each time.

After receiving no return calls, we finally reached her on November 26. She had a total lack of concern for our situation. When we stated that we had disputed the charge, she asked us whether the job had been completed and if we paid for the installation. Once we answered yes to both questions, she had no interest in speaking with us. She clearly understood that once we had paid, the bank could no longer recover our funds nor could we dispute the charges. She simply stated that she would notify accounting of the disputed charge. We never heard "What can I do to fix this situation?" She just stopped communicating, and the conversation was over.

Desired Settlement: A response to my letter.

Business Response:

Rite Rug Company sincerely apologizes and regrets the delays in the installation & finish up on Mr. *******'s flooring.  Our records indicate, this job is completed.  Our office sent a formal apology letter to Mr. *******.

 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/29/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 22, 1212 I purchased carpet from the Riterug Carpet Store, 701 Miamisburg Centerville, Centerville, OH 45459. (###-###-####. Fax ###-###-####) in the amount of $4306.54 prepaid. It was to be trackless but is not and is covered with tracks all over the family room, dining room, kitchen, and upstairs 7 steps, bathroom, & hallway. I called & went to see them to have them come to my home & see the carpet but the manager said he would not in a not friendly manner. I would like to make a complaint against them. They also hit a ceiling light in the foyer & knocked it loose from the ceiling & said if I'd take a picture of it & get a price to fix it, they would pay for it. I am handicaped & can't do that.

Desired Settlement: Consumer did not specify desired settlement. Consumer appeared to desire Rite Rug management to inspect carpet and repair ceiling light.

Business Response:

Rite Rug Company regrets Ms. *** ****** is not satisfied with her carpet selection, due to "tracking".    As a consumer goodwill gesture, we will issue a full credit on this purchase towards a carpet reselection that suits the customer.  Our Customer Service Department, sent a representative to the home to verify the damaged light fixture.  We will issue reimbursement on this light fixture.

 

  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/17/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Even though I was told by the sales rep that I was buying "15 year carpet), Rite Rug installed carpeting in about July of 2011 that immediately began to fray and unwind. I have asked repeatedly for service and they continue to deny that there is an issue. I contacted **** (the manufacturer) and they sent me back to Rite Rug. Rite Rug finally called me after a year of going back and forth and said that a carpet inspector would take a look at my carpet. After that, they called and let me know that my claim would also be denied by ****. They said they would send me a written summary of the inspection results and claim findings from **** about 8 weeks ago and I have never received it.

Desired Settlement: I'd like my carpet replaced with quality carpeting.

Business Response: Rite Rug Company referred this matter to the carpet manufacturer, **** Industries for their expertise.  We are enclosing (via email) a copy of the denial letter from **** Industries on Mr. ****'s carpeting.  Along with the "Residential Carpet Inspection Report" from a certified  independent inspection service.  The carpet manufacturer declined this claim:  "Based on the inspection report these are no manufacturing defects found."  "  Frayed tips/twist loss are maintenance related- excessive agitation from the use of a rotating brush during vacuuming.  Long cut pile/shag styled product requireds suction only vacuum or brush lifted away from pile."   "Based on the conclusion of the information the claim is declined, we are now closing our file on this matter from a warranty standpoint."  " Please note, that you may hire a certified independent inspector for a second opinion and forward the results for further evaluation."    Since this claim is declined by the manufacturer, there is noting further that Rite Rug, as the retailer  can offer. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/17/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am now going into the 4th week and my wood flooring project remains incomplete. I hired Rite Rug and was told that it would take 2 days to complete. There has been lack of communication amongst the people in the business and with me the consumer. I have been told several times that they would find out where the shoe molding is and call me. No phone call. I have called many times and each time fed a line. The workers were putting back the fridge and put a huge scratch in the middle of the kitchen so that needs to be fixed. Ugh.... Totally dissatisfied!!!!

Desired Settlement: I just want my project to be completed before Dec. 1st. Completed to my satisfaction!!!!

Business Response: Rite Rug Company sincerely apologizes and regrets the issues on Ms. *******'s flooring installation.  Our Customer Service Department has been in contact with the customer and the repairs are scheduled for 12/7.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/20/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: October 10,2012 Rite Rug 3949 Business Park Drive Columbus, Ohio 43204 TO Whom It May Concern: -I paid $6,224.35 before installation of flooring in my new 1044 sq. ft. condo as salesman **** **** stated that was the only way Rite Rug did business and that they stood behind their work. -Installation was started on Monday Sept.17 and Tuesday Sept. 18,2012. -On Monday Sept. 17 the Rite Rug plumbers removed the two toilets and put one in the bath tub and the other in the shower. They returned on the 19th and replaced them. The installers on Tuesday used the bath room sinks to urinate in. Not only did I see evidence of it but I witnessed it! I do not know what Rite Rug's policy is on this subject but I was ... I can't find the words. -When the three installers arrived on Monday they unloaded the supplies and left to buy saw blades and get lunch. On Tuesday five installers arrived. I will say that they did stay all day but no one was in charge and the work was not efficient. And five installers in a 1044 sq. ft. condo was oppressive. -the flooring has come from different dye lots. Some of the flooring has pink edges and some have grey. -The white base board in the hall way bath at the bath tub is short. Please replace. This is not a professional job. -Included in this price was a $247 charge for removal of kitchen and bath room floors which was not done as installer ****** said it would tear up the sub floor. Please refund $247.00. -Also included in the price was $2092.95 for white base board and quarter round. And yet black shoe molding was used in the kitchen and baths in certain areas. I objected to ****** but he put them on just the same because corporate sent the supplies. Shoe molding was never discussed with me and I want it replaced with what I paid for. -When the installers were moving out the electric range, they used the handle of the oven door to move it and broke it off the hinges. They then put it aside. ****** showed me the damage and that they could not put it back on. An inspector for Rite Rug, **** *********, came out on Thursday September 20th and said it would be replaced. ********* ********* came out and wrote down info for replacement but as of this writing it is not yet repaired. -The installers used the balcony on Monday for sawing. On Tuesday it rained and they brought the saw inside. Because it was humid they turned the ceiling fans on distributed saw dust everywhere. The Inspector **** made arrangements for ***** ******** to remedy the layers of saw dust on Friday September 21st. They did a wonderful job, thank you. -The installers abandoned the job on Tuesday September 18 precisely at 6:00 p.m. The laundry room was not finished because they said they ran out of flooring, but they sure did throw a lot of it away. My washing machine has not been hooked up and I cannot purchase a dryer until the laundry room is finished. **** the inspector told me **** would be out from Rite Rug on Thursday September 27". **** did not show. I called **** to find out what happened and he is no longer employed by Rite Rug and I have nothing in writing from him. it has been very inconvenient not to have an oven, washer and dryer for all of this time. And I think I have been very patient indeed. -There is quarter round that is not stapled, possibly they ran out of staples. The ends of the quarter round were not stained, they were left raw. Please complete. -The closet door guide was not elevated or placed in the center so the doors do not stay on the track. Please repair. -I called Customer Service and the work was supposed to be completed on Tuesday Oct. 9th. I inquired at 10:30 am as to the where abouts of the installers and was told that I was on the schedule. I called back at 2:00 pm to check again and was told someone would call me back. At approximately 4:00 pm I got a call from ****** who said he would be out on Wed if that was ok with me. I find it hard to believe that the same unprofessional crew is returning. -I called Customer Service today and spoke to ****. She said the installers were coming to day to finish the laundry room only. **** would be scheduled to finish the odds and ends at a later date. She also said that **** ******** would be replacing the entire oven, why I do not know. -Note, it is 10:00 and no installers have arrived. This is how it started out yesterday.

Desired Settlement: Finish job as detailed in complaint

Business Response: Rite Rug Company sincerely apologizes and regrets the issues on this installation.  Rite Rug will issue a credit on the rip up that was not done by the installer.  We will issue a $500 credit to ****** for the replacement of the stove damamged by the installer.  Our Customer Service Department scheduled the repairs for October 22.  At this time, we were not able to finish 1 piece of quarter round and install door guides.  This finish up will be scheduled,  as soon as the materials are ready.

Consumer Response: I am rejecting this response because: three issues are still being resolved. i am working with Rite Rug customer service rep **** ********* who is still co-ordinating quarter round and a guide for the closet and credit for charges for removal of flooring that did not take place and also credit for two un opened boxes of flooring that were returned. Upon completion of these items, I will accept resolution. Thank you. Additionally, I have received a check for a the electric range.















Consumer Response:

Your assumption that the issue is resolved is premature. I did indeed answer your previous email as to what issues were still pending. As of this writing the only issue that I am willing to contend with is the credit of over $300 to my VISA  for removal of flooring that did not take place and credit for two onopened boxes of flooring that were taken back to Rite Rug. I did receive an email from ***** *********, customer service, that the credit was pending. Upon receipt of the credit on my VISA, the dispute will be resolved.

Business Response:

Hi!   I checked with **** ********s in our Customer Service Department.  Rite Rug recently processed this credit and sent a copy via email to *** ********.   Please let me know, if I can be of further assistance.


Consumer Response: I have reviewed the response made by the business in reference to complaint ** *******, and find that this resolution is satisfactory to me. 











BBB's Final Determination: Consumer accepted resolution offered by the business.

11/3/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After talking to Rite Rug; we couldn't get a resolution, so I wanted to file a complaint. Facts: On 9/22/12 we purchased carpet at Rite Rug, 6083 Chandler Court, Westerville, OH 43082 & met with **** ***** (Sales/Manager). She figured out the cost & said It would be less expensive to pay for the carpet a to call a separate installer to do the install. The carpet came with a 3/8" pad at no charge & If we dfdn't use It we could throw it away, since it's no charge, We provided our credit card over the phone, then she mailed our receipt. Our carpet was picked up on 10/10/12 by our own Installer & we immediately called **** to find out why the pad wasn't Included. She Indicated there wasn't suppose to be a pad & we told her what she told us & she continued to dispute this. On 10/11/12; we also noticed the carpet had a defect (It looked like the shag was running another direction along the carpet). We called Rite Rug on Chandler Court & spoke to **** (**** was out of the office & he said they don't warranty the carpet if you only purchased the carpet from them & didn't do the Install. They indicated that there Isn't anything they can do, since we didn't have them Install the carpet. I told him there Isn't an Issue with the Install; It's an Issue with the carpet. He referred me to customer service, but said they won't be able to do anything, I called customer service on 10/12 & was told by ****** - they can't do anything, since Rite Rug didn't Install the carpet. I also left a message for the customer service manager, *******, but never heard from her or anyone else, Issues: 1) We didn't get to see the carpet, since It was in the warehouse & had to be cut (we could only see a sample of the carpet at the store) 2) We didn't receive the carpet pad that was suppose to be provided with the carpet at n/c 3) We were never told that the carpet had no warranty & had to be installed by Rite Rug 4) The Installer provided wasn't even a Rite Rug installer (**** indicated that she's legally not suppose to provide his name to customers, since he doesn't even work for Rite Rug). Resolution: 75.00 refund to our Mastercard received on or before 10/31/12, so that I can fix the carpet defect myself Thanks, 

Desired Settlement: Resolution: 75.00 refund to our Mastercard received on or before 10/31/12, so that I can fix the carpet defect myself

Business Response:

Rite Rug Company regrets if there was a misunderstanding on the padding purchase.  Padding was not included in this sale on ******** dated 9/22/2012  (a copy can be provided if needed).    This was a carpet material only sale, as stated  "156.00 SQ FT  Stlye/Item AVENSONG CLASSI  Color/Description SOFT PUTTY"  for a material price of "180.96"  plus sales tax.   As a consumer goodwill gesture, Rite Rug will issue the "75.00"  credit as requested by the customer. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/21/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had rite rug come out and measure my floor for laminate flooring for my home. They measure for two areas. First was my living room area. The second one was my kitchen and dining room. This is the area they gave to much laminate. They will not take the two extra boxes that they sold me. I feel that since the measure it and incorrectly sold me too much, they should take it back. There is no sign saying all sales are final in the store. The recipent sayes all sales final, but you already purchase the items by then. I should not have to keep excess materials because they mismeasure the area. Also they sold me the wrong transition molding and will not take back also.

Desired Settlement: Take back my two boxes of laminate flooring and two strips of transitions molding. The two boxes of laminate cost about $ 161.00. The two strips of transitions molding cost about $39.99.

Business Response:

Rite Rug measured the areas in the home, as requested by the customer.  The amount of materials sold on this sale were based on Rite Rug installing the flooring by professional installers.  The customer later changed their mind and *** **** decided to install the flooring himself.   This is a "MATERIAL ONLY" sale and "ALL SALES ARE FINAL"  as stated on the sales invoice ******** (copy can be provided, if needed.  The left over flooring is also  "special order merchandise"  which is "non-cancelable"  as stated in #19 of our sales contract (a copy can be provided, if needed).   Based on this information,  we must decline the request to return the unused materials.  

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/16/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We went to Rite Rug and purchased some extra stock of carpet that we were told was in perfect condition just extra from a job. After we installed the carpet we realized that the carpet was defective and immediately called the manager. He said he would come out and take a look at it. After some time I called another department and they brought out two install managers... Both managers agreed that the carpet was defective. They said they would make it right. After another month of calls and text messages I finally talked to the original manager and he said because it had been installed they would not do anything more about it.

Desired Settlement: I just want the carpet fixed like they said they would. If they refuse to fix it I want money back so I can order from a company that will stand behind what they sell.

Business Response:

***** ***************** ****** purchased close-out carpet tiles from our ****** location on Invoice #******** dated 6/13/2012.  This is a material only sale, we were not contracted by the customer for any installation.  After the customer installed the carpet tiles themselves they contacted our ****** store, as they were not satisfied with the carpet tiles.  Rite Rug's District Manager, ***** ****** met with **** ******.  After inspecting the job,  our manager's finding were that most of the carpet tiles were installed incorrectly which caused an irregular type appearance.   Instructions were left with **** ****** on how to reinstall the tiles.  As a consumer goodwill gesture, the offer of $225.00 discount was extended.   Rite Rug contacted ********, the carpet tile manufacturer and we are waiting for their response.

Rite Rug's sales contract states (at the top of the contract):  "PLEASE NOTE"   It is the responsibility of the customer, in the event the customer arranges for their own installation, to inspect the floor covering for any visible defects.  In the event the customer or their contractor installs the carpeting or floor covering with a visible defect RiteRug will not consider any claim for materials or labor."   (a copy can be provided, if needed)  Rite Rug cannot be held responsibile after the customer installs the flooring.  If the customer contacted us prior to installing the carpet tiles we could have issued an exchange or refund. 

   

Consumer Response:

I am rejecting this response because:

The salesman told me that this item was an extra from a job and not a factory close out/ defect.  A couple of hundred dollars doesn't make the room look good. The salesman never told me that there was no warranty.  All of the pattern has been quarter-turned per the instructions given to me by the install manager. The carpet is still dyed wrong and defective.   I called the ******* Rep because I wanted him to see what Rite Rug sold me.   When ******* came out they examined the defective carpet and noticed dye that had come off on the back of the squares.   ******* is looking into the situation from me. I fully expect ******* to take care of the situation for me as we have been a long time customer. I will respond once I have an resolution from *******.   At first glance the ******* Rep that I contacted said that this pattern is NOT discontinued.   I will be back in contact once ******* has fixed the problem because Rite Rug has decided not to.  ***** ****** has apologized to me over the actions of the salesmen however he told me his hands were tied.   He also understood why I was not willing to purchase from Rite Rug again but this is Policy and he was going above and beyond what he should have done.  

Buyers beware.... The great deals in the backroom at Rite Rug at least in my case appear to be known factory defects that Rite Rug sells to unknowing customers as good product.



BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/7/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had contract with Rite Rug for installing Hard wood on my home (specified above), In Contract I paid $75.00 dollars for removing/reinstalling toilet back after the Hard wood refinish, Initially the installer not re-installed the Toilet properly after the Hard wood laydown, Water started leaking, it damaged my toilet, basement ceiling tile, carbet and floor, Week later Rite rug sent an Plumbers to reinstalled the Toilet, the plumbers was given the wrong information as Sub floor was rotten, actually the subfloor was not rotten, it was verified by Rite Rug people and my plumpers (it took almost more than 2 weeks), they wanted me to reinstall the toilet with my plumbers, my plumbers re-installed the toilet back without any issue, then i paid around $200 dollar to my plumber, I sent the bill to Rite Gug to reimburse the dollar which i paid for my plumbers, but I got surprised when i see only $75.00 will be reimbursed (whatever money i paid in contract), Rite rug not installed the toilet properly which caused water leaks and damaged my ceiling tiles,carbet and floor. Apart from these we had lot of pain when the toilet was not installed more than a month, lot of phone calls, In addition to that My wife returned back to home after surgery , she was not able to use toilet in 1st floor, every time she had to go upstairs which was real pain for her to go toilet on the 2nd floor after her surgery (almost more than 2 weeks), in addition to that Rite Rug sent the wrong wood color after my plumbers reinstalled the toilet (another week delayed) Please consider my pain.. Let me know if you have any questions !!!

Desired Settlement: i expecting the money that i paid for toilet reinstallation and few installation issue need to be resolved..

Business Response: Rite Rug's Customer Service Department contacted the customer.  The repairs were completed this week and  sent a claims release form on the adjustment.  As soon as the release is signed and returned to our office we will process the adjustment.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/29/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We went to rite rug and chose flooring to be installed. We scheduled an installation date for 8.14.2012. **** from rite rug called me sunday 8.12.12 to tell me the quarter round wasn't in yet and we'd have to set the installation back a week. So I took off work on 8.21.12 and 8.22.12 to have my floors installed. The morning of 8.21.12 the contractor named ***** showed up at 10:00 a.m. to begin on my floors. There was a younger lady with him that he says was his help. They worked for about 3 hours and I asked them if there was anything they needed because I needed to make a run to the grocery. He said you might stick around because we are getting ready to leave. This was about 1p.m. At 1:30 p.m. he said they were leaving and said I could help him out. He asked me if I had any gas money to give him. Being a young lady at home alone with her 1 year old child this shook me up. I didn't have any cash to give him and he said well he just didn't know how he was going to get home. The girl said she had to go to work at a bar in columbus. I went out to our barn and found a little gas my husband had in a can. He said that wouldn't get him very far. I said sir I'm sorry but i don't carry cash with me. I asked him what time I could expect him the following day and he said about the same time. So they left and I called rite rug and talked to the salesman ****. **** said he would address the issue and get back with me. I told him it made me uncomfortable.So the following day we wait around until about noon and the installer is still not at my house to finish the installation. I call rite rug and talk to **** and tell him he has not shown up and ask him where he is. **** tells me he will find out and call me back. **** calls back and says hes tried both contact numbers and cannot get ahold of him. I tell **** that I have taken off 2 days of work and I need him to have someone come out and finish installing the flooring they said would be done. **** calls me back at around 1 pm and tells me he has gotten ahold of ***** and he will be out to finish the flooring and he will not leave until its finished. ***** shows up at our house at 3p.m. and dowsnt Leave our house until 11:30 pm. He left our house a mess inside and outside and I have taken pictures to prove it. This was a very big disappointment and a very unprofessional job.

Desired Settlement: I believe I should not have to pay for the install of my floors. If i wouldnt have called rite rug and demanded someone come out and finish the floors no one would have showed and the job wouldn't have been finished. The job is still unfinished as we still wait for the quarter round to come in and the installer still has to come back in a week and install the quarter round.

Business Response: Rite Rug Company sincerely apologizes and regrets the issues Ms. ****** experienced with the installer on her new flooring installation.  This installation is now completed and Rite Rug issued a full refund on 9/18/2012 to Ms. ******'s credit card. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/28/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased laminate flooring from the ******* **** rite rug location. The installation has not been completed correctly. There were two boards that were raised due to incorrect installation. I contacted rite rug and they sent an employee out to repair the floor. I feel that the repair was completed incorrectly. The proper repair would have required them to pull up half of the kitchen to be able to reach the two pieces that needed repair. They pulled out several pieces under the stove to get to the raised boards. They could not properly reinstall the new boards due to they way that they gained access to the area so they cut the locking edges and glued the new piece in place. I have called rite rug customer service three time to ask why the repair was completed this way and I have received no response. There is currently a 1 year warrany on the installation . I have offered to accept the repair if they will offer a lifetime warranty on that area. I am concerned about the durability of the repair because it is in a high traffic area.

Desired Settlement: I would either like the repair to be completed correctly or for rite rug to offer a lifetime warranty in writing for the area that was repaired.

Business Response: Rite Rug's Customer Service Department scheduled and completed the requested floor repairs.  The repairs were done in the normal manner.  Rite Rug will extend the labor warranty on the repaired area in the floor for 3 years. 

Consumer Response: I have reviewed the response made by the business in reference to complaint ** *******, and find that this resolution is satisfactory to me.   I will however say that the repair was not completed correctly as i have since verified the installation with two other contractors.  From the company's response i accept that they have lower standards for customer service and installation practices.  I will only accept this resolution if the three year warranty is in writing.




BBB's Final Determination: Consumer accepted resolution offered by the business.

8/20/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We have attempted with no resolve in communicating with the following two companies in hope that a communication by your offices might be of some greater assistance. We are sending a formal complaint against, Rite Rug and *******, Inc. regarding flooring installed in our home. As you are most likely aware of the following statements, it is ages old a say that, "TO THE BUYER BEWARE' and for the RETAILER: "THE CUSTOMER IS ALWAYS RIGHT"... It is our dismay and disappointment that the laminate flooring sold to us by Rite Rug and manufacture by *******, Inc., upon placing a claim regarding the bowing of some of the boards in which a hand full have the problem out of 3 rooms. Has been stated by Rite Rug that said flooring is not being covered under their warranty due to "extreme moisture". Further investigations lead us to seek out *******, Inc who is the proud manufacture of teh Laminate Flooring who place and additional 20-year warranty on the product. That is if you can get it past the 1-year warranty with the retailer. *How do you put a number to "extreme moisture"? Additional information that we are researching: These numbers fall into a range dependant on the calibration of a moisture-reading tool which to a consumer is a very difficult number to find, and is not a normal run of the mill piece of information or "professional" to run out and find. Therefore, a company such as "Rite Rug" will hire a "Professional Moisture Reader" with a "Moisture Reading Tool" that has many variables depending on where and from whom tool was purchased. The variable may also be dependent upon who is paying your salary. Rite Rug sent out the meter man. In addition, since the moisture was being read on the wood and not in the wood... then the reading would be altered and would be a incorrect wood reading. As it would appear that, it is also reading air moisture. This in addition, would then side with the installer to deny the claim. In addition, it would then seem that if the installer were concerned at all about the appropriate installation process, then it would make sense that the installer would initiate the moisture reading for proper installation of the laminate flooring. However, since the installer did not initiate the initial moisture reading to insure that the subflooring and underlayment was suitable to begin laminate flooring installation, it would then fall back on the improper installation of the installer. Wouldn't it? (Rite Rug). Therefore, it would still fall back on the installer/retailer Rite Rug and *******, Inc would deam that the installer was incorrect in the installation process. Moisture meter readings are variable from manufacturer to manufacturer, therefore, important to know the specific wood that you are measuring, not moisture in the air. It was quoted by one of the customer service representatives at *******, that 'depending on the moisture meter and readings that these can vary depending on the meter' and may also vary on the day that the reading is taken. It will also vary in the area in which the moisture reading is read, if it is near a water pipe that runs along the subfloor the reading can be higher. It is also important to note that while the "installer did a wonderful job installing the floor" there were three different men who installed the flooring on the same day. There was never any indication by Rite Rug or the installer (supervisor) that a Moisture Reading should be taken in order to determine, said moisture level determination prior to installing our ******* Laminate Flooring, of which we purchased three(3) contiguous rooms full. We also had the moisture barrier padding installed underneath the laminate flooring (between the underlayment (which is above the subfloor), between the laminate which was also purchased at the same time as the laminate flooring. We can guarantee that there is underlayment and the moisture barrier between the laminate and the underlayment as we watched them install it. The supply should also be on the work order, as we purchased it and th installers rolled it out on the floor and stapled it to said, underlayment, It is also a necessary item to allow the laminate to float. We have followed instructions regarding the care of the floor and have been witness to the floor bowing at the edges of the planks. *The AC rating for this flooring is 'AC3: -laminate flooring can withstand any type of heavy residential traffic and may also be used in a professional setting with light traffic." *AC1 and AC2 are for bedrooms and very light traffic as well as living rooms and dining rooms. The AC Rating AC4 - AC5 is for commercial usage. In addition, further review of underlayment for your laminate flooring states the following; (in which we the consumer/customer provided and used for the laminate flooring and used your higher quality moisture barrier for underlayment and laminate flooring: to protect the laminate from moisture or water damage seeping up through the subfloor. It also provides for noise reduction and a more solid wood floor sound, it also is used for temperature installation, in order to prevent loss of heat and cold into the space below the floor, and between the underlayment from rising up into the room from the space below (the basement in this case). This moisture barrier was approved according to Rite Rug as being the appropriate moisture barrier for the ******* Laminate flooring. At the time of our purchase, we were asked, "where this product would be installed", we indicate that this type of floor was going to be in a traffic area that would involve kitchen, family and dining room usage. We were told that we would have no problem with this floor as it was being used even in the model flooring of just about every Rite Rug Show case room, ("at that time"). (This is why we purchased it!) If this type of flooring cannot with stand moisture then it certainly doe not belong in the Midwest: as the humidity, itself is too high in some months. We are now becoming more aware of this type of problem by others, as we continue our search for answers. These were undisclosed pertinent pieces of information by the supplier and the retailer. The resolve for this issue would be that Rite Rug and ******* stand behind their products and their warranties and provide a good customer with product, and labor to repair the floor. We look forward to a resolve of this complaint.

Desired Settlement: The resolve for this issue would be that Rite Rug and Tarkett stand behind their products and their warranties and provide a good customer with product, and labor to repair the floor.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/27/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a laminate floor for the living room on 06-12-2012. They were suppose to come install the floor on Mon 06-18-2012. They came to install the floor and the gentlemen said that they were not comfortable installing because of a couple places that need feathered out. So they left. I waited for the company to call me and they never did so I called them that afternoon. Mr ***** **** said he would have the install supervisor to contact me. The install supervisor came on Wed, 06-20-2012. He said that they should have laid the floor when they came. That he would go back and talk to the installer and he would call me the next day and let me know when they would be back to install the floor. I waited till the following Wed, 06-27-2012 for him to call and let me know something. I asked for the store Manager and he was not in so I explained everything to Mr **** and he said , well you should have called me and let me know what was going on. So he scheduled the installers to come out on Fri, 06-29-2012. They came that day. I have still not heard from the store Manager. I told Mr **** that I felt that I was entitled to some kind of compensation for the inconvienence and that either the mgr and I could settle it or I was contacting the BBB, so here I am with you.

Desired Settlement: Whatever you feel is fair . I TRUELY believe that I am entitled to something off the price due to the fact that the floor should have been installed the original day it was suppose to have been . The installer should have know how to do there job and I should have not gone without a floor that long. It was 18 days from the day I purchased the floor before it was installed. Thank you for your time , I will be looking forward to hear from you?.The address purchased from is W Broad St. Columbus Oh

Business Response: Rite Rug sincerely apologizes and regrets any inconvenience of this installation.  As a consumer goodwill gesture, Rite Rug's Customer Service Department Manager  contacted Mr. ***** with an offer of 10% adjustment on his purchase, for inconveniences.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/6/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Subflooring installed caused an uneven surface for luxury vinyl tile. Now there are bumps in the flooring. I purchased the flooring in February, paid half at this time. They were to install it March 22 and 23. It took until March 28th to get it completed. During this time my house was a huge mess. Most of the work was to be done on March 22 and finished on the 23. They only worked a couple of hours on the 22nd because they ran out of materials. The 23rd, they left early because one of them had a medical emergency (no fault of Rite Rug). This was all in reference to the LVT. I was also to have new carpeting put down on the 23rd. Even though an installer called and said he was on his way, he never showed up. Saturday 3 people who could not speak English came to install the carpet. They are supposed to run the sweeper before they leave and theirs didn't work so they had to use my brand new sweeper. Another team showed up Monday to install the LVT. I had told the installation manager there was a lot of work yet to do and I didn't think they would be able to get it done in one day. He assured me they would get it done that day. When they arrived at my house I pointed out several areas where the plywood they installed would cause a problem with the tile laying flat. **** assured me that would not be the case. I assured me the tile would be completely flat. They did not get the job done that day as I had predicted and there was no one available until Wednesday. Meanwhile my house is torn up and I can't get to my dishes because I believed the salesman who said they would have no problem getting it done in 2 days. Now we are in day 5. Wednesday another team shows up to finish the job - it takes them most of the day to get it finished. They did do a good job of cleaning up before they left. After they left I was walking around barefoot when I noticed the large hump going from the dining room to the kitchen - right where one of those areas were that I pointed out to ****. Since then the LVT has settled more and there are more ridges and bumps. We can't get anyone to come out and I'm tired of having my house torn up. I want a 50% refund on what the floor cost. I think this is more than reasonable because I was told the floor would last 10-15 years. It's not - there already scratches in the surface and with all the bumps in the flooring I'm going to be unhappy with it and want to replace it. Just not now - I want to get my house back to normal.

Desired Settlement: 50% refund of the total price of materials and labor for the tile. I am happy with the carpet.

Business Response: Rite Rug Company sincerely regrets Ms. ****** is not satisfied with an area in her new flooring. Our representatives evaluated this area and determined the customer's flooring underneath is not level, which is a structure issue. Rite Rug will attempt to repair this area. However, we will require a signed release from the customer, prior to the repairs, since this is a structure issue and not an issue with the installation of the new flooring material.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) I am not satisfied with the response from Rite Rug because there are bumps in the flooring due to the plywood they installed prior to installing the luxury vinyl tile. I had requested the original installer come out to look at the bumps in the kitchen and dining room. We had moved everything back to those rooms and when they said they were coming out to fix it we moved all the furniture out again. Since they came and looked and left again without fixing the problem we left it like that for another couple weeks. Now everything is put back and I'm very tired of taking time off to meet them at the house to accomplish nothing. Since signing a document PRIOR to the mistakes being fixed which would VOID my warranty on the tile it makes no sense for me to sign. I am not going to accept their offer but will stick with my original request. Thank you.

Business Response: Rite Rug's Customer Service Department scheduled the requested repairs for Saturday, June 2. At this time, "1 broken/cracked tile" will be replaced. Ms. ****** will mark areas with where she feels laun lines are visible in the new tile floor. These areas will be checked and repaired, if warranted. The repair technicians will also take up the vinyl tile and luan to check the structure of the customer's sub flooring, in the area between the kitchen and dining room. If the customer's sub flooring is causing the hump, it will be the customer's responsibility to have this area repaired at her cost. If the hump was not do to the customer's sub floor we will repair the area.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/13/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 1, 2011, I gave a check for the full purchase/installation price of new vinyl flooring for my kitchen to a Rite Rug rep who had brought samples to my home. When I met with him, I was setting in the living room on an office chair that I use to move about my home as I have mobility issues and my wheelchair is too large to maneuver easily. (I even have a stair lift to transport me from the upper level to the front door.) At no time did the sales rep indicate my office chair might be a problem for the new flooring. Within a few weeks, the flooring was installed by two men working for Rite Rug. They did not say anything about how long to stay off of the newly installed flooring before use. Both men spoke mainly to each other in ******* and said little to me. Later that evening, after the installation was completed, I went into the kitchen using my office chair. Upon leaving the room, I noticed a small air pocket underneath the vinyl flooring. I thought in time the pocket, would settle and disappear. Over time, more air pockets or bubbles began to appear. If the shifting air pocket was large enough, it felt rather like going over a speed bump in my chair. Then in April 2012, as I was going over an air pocket my chair, the wheel caught on it and tore the vinyl. I noticed the floor under the vinyl was not that sticky and wondered if the proper adhesive had been applied or was applied improperly. I contacted Rite Rug. On May 14, 2012 they sent a rep to examine the flooring and take photos. Within a week I was told over the phone that the damage was done by my office chair, there was no way to determine if there was any defect before my chair rolled on it, and I was responsible for any repairs, not Rite Rug or the manufacturer. I do not see why my vinyl flooring did not stand up to use. ******* Hospital has vinyl, not carpet in their newly renovated area and it withstands wheelchairs, gurneys, and carts. Also, a friend had vinyl installed on the first floor of his home so he could care for his wheelchair bound brother.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a settlement of one of the following: the vinyl flooring replaced, a refund of $1,597.21 (purchase and installation price), or credit of $1,597.21 toward the purchase of a different flooring if the current style of flooring can't withstand the use I need.

Business Response: Rite Rug's Customer Service Department contacted Ms. ****** on her kitchen flooring issues. As a consumer goodwill gesture, we authorized a full credit towards the reselection of another type of flooring. Rite Rug recommends the customer upgrade on the flooring reselection to meet her specific needs.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/5/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Continuing installation issues; incorrect or incomplete materials provided to installers. Hardwood installation began on February 24; not completed Purchased roughly 1200 square feet of hardwood and carpet and paid in advance in February, slightly over $10,000 (there was a financing deal of 12 months sames as cash, only $9500 was applicable, I had to pay $1100 in cash). Installation was to begin and complete over a long a weekend per a verbal agreement with the salesperson, (****). The hardwood, about 750 sq ft, was to be installed on February 24; and the carpet on February 27. When the installer arrived for the hardwood on February 24, he indicated there was no way that amount of wood was a one day installation. Additionally, finishing materials, caulk and a threshold, had not been sent by the warehouse. It took the installers three days to get the floor installed but could not complete it because of the missing materials. On top of that, (****) from Rite Rug called me the afternoon of February 24 and told me that the carpet installation slated for Monday, February 27 had to be canceled BECAUSE THEY DID NOT EVEN HAVE THE CARPET TO INSTALL. The hardwood installer and I discussed expanding the hardwood flooring to cover the stairs that adjoined the room they had done. When I didn't hear back from Rite Rug about the reschedule on either the completion of the hardwood due to the missing materials, the expansion to the stairs, or the carpet install, I paid a visit to the showroom. This was roughly the first week of March. At that time I was told by a different salesperson, (****), that (****) was no longer with Rite Rug. (****) was now responsible for my file. But no one had called me to even let me know of the change. (****) and I discussed the missing materials, the stairs and the carpet install. At this time, I paid another $1200 in cash for the stair completion. The carpet install was scheduled for March 24. Some additional material needed to be ordered for the stairs. (****) asked me how many stairs I had to cover and I told him six. The carpet install went off as scheduled. However, I waited from the beginning of March until the week of April 9 before I heard back about any of this. Apparently the hold up was quarter round!!! The stairs and the final trim out of the original floor were scheduled for April 16 and I was told that there was enough there it would take the whole day to complete. By this time, I have now taken three days of very precious vacation. At 11 a.m. on April 16, the installer had not shown nor he he called. I called Rite Rug and spoke to (****) who told me the installer had been scheduled at another job that morning and would be at my home no later than 1 PM. At 2 PM, I called (****) back because the installer still had not shown up. At that time, I told them I had another commitment that evening and had to leave at 5:30, if the job was completed by that time, I was filing a lawsuit. At 3:30, the installer showed up. He completed one of six stairs by 5:30. It was also discovered that the threshold that had been sent as part of the initial installation completion was the wrong one. In addition, instead of sending 6 pieces of bullnose and quarter round to finish 6 stairs, four pieces of each had been sent. So had the installer even shown up on time, he wouldn't have been able to complete due to a lack of materials. On top of this, promised call backs were rarely made. When I called to follow up I was repeatedly told I was too soon to panic. I was never informed what time I could expect installers, I felt like I had to call and call and call to get scraps of information. I am in process of putting together paperwork for a small claims action in (****) Court. I would like to have resolution so I won't have to.

Desired Settlement: I would like the job completed and be reimbursed for my lost vacation time. If the job cannot be completed, then I would like to have the $1200 I paid for the stairs to be refunded plus my lost vacation time of $1000.

Business Response: Rite Rug's Customer Service Department have left Rhea Smith 3 phone messages asking for a return call, to address the issues stated in this complaint. To date, we have not received a return phone call. Rite Rug would like the opportunity to work with the customer on these issues.

Business Response: BBB comments: Additional exchanges of information were exchanged between the parties before the complaint was closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/25/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In January 2012 I began discussing purchasing hardwood flooring with ***** ********* for a house I was renovating. We agreed on a price of $1.75/sqft for what ***** described as "value grade engineered wood". I asked him 2 times if there was anything wrong with the product and he said no that it was just "cabin grade" so the grains on the visible side of the flooring would not be as uniform as normal engineered wood, but that he thought this would give the flooring character and make it look nicer. ***** recommended that we glue down the flooring, which was odd since hardwood flooring is not normally glued down in residential applications with plywood subflooring. However, he did not elaborate any further on this point. Based on this information, on 2/15/2012 I ordered 27 boxes for a total price of $1,458.28. When my contractor opened the boxes we found that approximately 75% of the pieces in each box were short stubs, many of those short pieces were missing the tongue or the groove needed for proper installation and that many of the pieces were culled making them difficult to install properly. Since the point of engineered wood flooring is that it is highly uniform this did not make much sense. When my contractor investigated the product by contacting the manufacturer on the box, we were stunned by the information we received - the product is meant for commercial glue down applications directly on concrete subflooring, not residential applications on wood subflooring. That explained why he could not nail the flooring down (the sold oak backing was simply too hard for a normal hardwood flooring nail gun). Based on the issues with the flooring and the information from the manufacturer, I asked ***** to accept a return of the product and he said it was not returnable and just to work with it. After trying to work with it we figured out that this product must be factory damaged product where the factoy, or Rite Rug cut off the damaged ends. That would explain why there were so many short pieces, so many pieces missing the tongue or groove (it was cut off) and so many culled pieces. Based on all the information I gathered, it is clear that I was sold factory defective or Rite Rug defective product, not the "value grade engineered wood" that I paid for. In short Rite Rug sold me inferior product and failed to stand behind it.

Desired Settlement: Due to all of the issues with the flooring I had to end up spending hundreds of dollars extra on glue and many hours of extra work by my contractor. The end result is that I ended paying $500 more for the installation plus a few hundred more for the glue. Therefore, I am requesting a refund of $900 to compensate for the additional expense I incurred as a result of Rite Rug selling me a defective product.

Business Response: The wood flooring selected by Mr. ********* is a "value grade" or "cabin grade" engineered wood flooring. This type of flooring is a value grade price point hardwood compared to "standard-grade hardwood". Most retailers and big box stores offer this type of hardwood flooring due to the cost savings. This product is purchased by many builders, contractors, rental property owners, remodeling companies along with do-it-yourself customers. It is our recommendation along with the manufacturer's to use the glue down installation method when installing this product. According to the manufacturer, "Staple or Nail Down Instructions" "Note: Engineered wood flooring products that are 5/16" thick are not approved for staple or nail down installation. The recommended method is direct glue down only". (http://www.****************.com/download/webpageDocuments/Engineered_Hardwood_Install_4_10_12.pdf (page 6) Rite Rug did respond to American Express on the dispute filed by Mr. ********* and we accepted their decision in this matter to issue the refund. Rite Rug Company has been in business since 1934. We have been a member in good standing with the Better Business Bureau since 1950.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/1/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When installing the flooring the woodwork was sawed off. The trim was to be replaced with new trim. The installer had the wrong size trim as well as not having enough to complete the job. He used white silicone to try to cover up some of the missing trim. In some places he just left it undone. The flooring around the door threshold was cut jagged and uneven which left a jagged, uneven gap between the threshold and flooring. He used clear silicone to fill the gap in. The other two doorways he used a metal threshold that keeps coming up off the flooring. The problem with the carpeting - the salesman that measured the house didn't measure correctly and was 3 stair steps short. We had to be home all day the next day so that they could return with enough carpet to complete the job. They did return and finish.

Desired Settlement: "Refund of $135.00 to repair and replace, and purchase needed trim and thresholds. Labor $50.00 Trim 55.00 Thresholds 30.00 $135.00 Total"

Business Response: Rite Rug's Customer Service Department contacted the customer on this case, to schedule a meeting in the home to evaluate their concerns. Due to family issues in the home, Mrs. ****** asked if she could send photos for our review. Rite Rug will review the photos, on receipt and advise the customer along with youir office of the results.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We hired Rite Rug to install new white wall trim, pergo flooring, and carpeting in the lower level of our home (LR, DR, Kitchen, FR, bathroom). The contractors did a horrible job on the wall trim and pergo flooring. Scratched up almost the entire bathroom floor (new pergo flooring) but left it hoping we wouldn't notice. Even broke pieces of the pergo flooring in the kitchen but still installed them in hopes that we wouldn't discover the slats were broken. White trim looked like a 6 year old had installed. Trim was cut wrong, white putty stuff used all over the place and even ruined our freshly, professionally painted FR and kitchen. Contractors scratched up walls and doors, used their dirty hands on the white putty they used to try and hide their mistakes with. I made my first complaint to RR customer service. RR sent out ****** to repair some of the damage. My husband and I took an additional 2 days off of work (1 (me) for ****** to come and look at the mistakes, and 2nd (husband) for ****** to make repairs, . ****** repaired the pergo flooring but did not repair the white trim as it should have been. Holes still not patched, white caulk still every where, hallway trim looks absolutely horrible, etc. I tried calling the Rite Rug on ***************************** who I bought all my flooring from but was treated horribly. ****** ? and the gum pooping chick who took one of my calls were very rude, and tried to lie to me about the white trim delivery. ******, who was recommended me promised to "get right on the problem" only I was never to hear from him again. Oh and I should mention the first contractors left nails all over our front porch, empty coffee cups in our driveway, and then best of all they spilled gasoline on a portion of our grass where they were using their saw. I am now dealing with Rite Rugs customer service. What a mess. No one is listening to the real problems. RR is trying to get away with not having to give us a decent discount. They want to send more people out to "fix" the problems. No way will I ever let Rite Rug back in my home again. A discount from my stand point is more than due at this time. I will never ever use Rite Rug again and plan to tell as many people as I can about the shotty work and horrible customer service we received.

Desired Settlement: A 25% discount off my total price.

Business Response: Rite Rug Company sincerely regrets and apologizes the issues Mrs. Gibbons experienced on the installation of the "Pergo" flooring. As a consumer goodwill gesture, we will offer a 25% adjustment on the purchase of this flooring. This adjustment will be issued when the customer returns the signed claims release to our office.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sending picture - it will tell the problem better, but the carpet is saturated from the bottom, and it isn't water. From the long hallway, seeped into 3 bedrooms,and bathroom. This make the second time they have installed carpet that was terribly flawed. They installed the 1st time the month of October $1,142. They replaced it in December, paid $184. to receive a different carpet. Altogether $1,326.

Desired Settlement: Consumer desired settlement: "It will have to be removed. All the floors are hardwood & not knowing what the liquid is on the carpet. They must ruined B4 now after all these months."

Business Response: Rite Rug's Customer Service Representative met with Ms. ****** in her home on 3/19 to evaluate the issues she reported. At the time of this appointment, the carpet was dry with no evidence of liquids or residue of any type on the carpet. The carpet appeared shaded from light reflections, which is a normal characteristic of this carpet. We regret the customer is not satisfied with our results. Rite Rug contacted the carpet manufacturer, *************** for their expertise in this matter. We will notify the customer along with your office of the manufacturer's response. The carpet manufacturer may request an evaluation of this carpet by an independent, certified inspection service.

Business Response: The carpet manufacturer, ****** authorized a replacement on Mrs. ******'s carpet. However, the manufacturer discontinued this carpet style. Our Customer Service contacted Mrs. ****** to inform her of the carpet replacement decision. We will issue a full credit towards the reselection of another Shaw carpet product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/20/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Flooring purchased in April of 2011 which began de-laminating immediately. Multiple promises to look at problem, but no one has inspected as promised. Rite Rug salesman visited our home to take measurements and check to be sure product recommended would work for the proposed application (family room with human and pet traffic). Flooring was purchased for almost $ 5000 and, after delays in getting the material, flooring was 99% installed. Trim and other missing pieces were finally installed in June, except for some filler which was installed two months later, and after complaints about the service. Immediately upon the first part of the installation numerous small areas of de-lamination were apparent in all rooms. I contacted Rite Rug, Heath, and told them about the problem and they promised that the person that was to finish the installation job would take a look at the situation. The lead man for the installation crew came and looked at the floor and said it was not an installation problem so his crew was not at fault. Since this seemed to be finger pointing and not a resolution, I again contacted Rite Rug, Heath, and they promised to send someone different to complete the job and check out the de-lamination. His opinion was also that the problem was not caused by the installers. I then asked Rite Rug, Heath, to have one of their experts come out from Columbus and see if the flooring was defective. I was there when he (****) called Columbus and he passed on their promise to be in touch. After no contact was made I personally called Columbus Rite Rug and got a commitment to visit the our home and look at the problem. No one called and no one came out. In January of 2012 I visited the Heath store and spoke with the manager (****) who again contacted Columbus Right Rug. Again Columbus promised to have someone from the manufacturer visit our home and said they would get back to us with a schedule within two weeks. Three weeks later, January 26th, I got a call from someone identifying themselves as the manufacturers rep saying they would be out in about 2 weeks. That was almost six weeks ago. I believe Rite Rug is deliberately delaying in the hopes that I will give up. We are presently trying to sell our house and the flooring has become an issue. We need this problem resolved ASAP.

Desired Settlement: Flooring needs to be removed and payment returned. We would consider a replacemen with iron clad guarantees, in writing.

Business Response: Rite Rug Company contacted the flooring distributor, **************** with Mr. ******'s flooring concerns. ****** ********, the representative from *** contacted Mr. ****** and scheduled a meeting on 3/9/2012. This claim has been denied by *** on 3/12/2012 (copy sent to your office via email). The letter states: "The consumer's concern was that he felt the laminate was peeling." During the inspection, ****** noticed that there were 3 large pyrenees dogs, which weighed at least 200 lbs. each. He said they have had a couple of "accidents" on the floor and they have also gotten sick a couple of times on this floor. Mr. ****** stated they have brought them into the basement with wet feet. The dogs are kept in the basement all day. It was also noted that the floor was cleaned with a "spray" wet swiffer. Even though the water bowls, wet feet and wet swiffer have not affected the floor at this time, it could have an affect in the future. ****** and Mr. ****** tried to find any spots that might be peeling but neither one of them could find any spots, even after looking at the floor at different angles. Since no defects could be found, we must deny this claim." (copy of this letter mailed to Mr ******) As a consumer goodwill gesture, Rite Rug Company told Mr. ****** we would hire an independent, certified inspector to evaluate his flooring, if needed.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) Statements made by Mr, ******** are completely false. Statements he attributes to me are for the most part completely false. His letter is a fantasy. We did find de-lamination which he inspected. We only have two dogs, neither of which weighs even close to 200 pounds, in fact they may not weigh 200 pounds combined. We do not use a wet swiffer, but instead use a product recommended by Rite Rug when we previously purchased laminate flooring from them. We have scheduled the independent inspection for March 27th. After 11 months of complaints Rite Rug has still not sent one of their own people to view the problem.

Business Response: Rite Rug Co. contacted and will pay the cost of an independent, certified inspector to evaluate Mr. ******'s flooring. The date of this inspection is scheduled for March 27. Rite Rug will review results of this inspection and send a copy to your office, as soon as we receive them. Please note, warranties are provided by the flooring manufacturer and not the retailer.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/20/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Carpet installation botched causing damage to carpet and damaging walls also carpet defective I had carpet and vinyl flooring both installed in a house that I own for my son to move into. While installing the carpet the crew scraped several freshly painted walls causing them to have to be repainted as well as installing the carpet inproperly. Gaps were left between the wall and the tack strip. In one room ruff edges of the carpet were left not even tacked and cut too short to reach the wall. In another pieces were put together that immediatly raveled. The carpet itself started unraveling and snagging almost immediatly. Also the vinyl installion is uneven and bubbles in places. At least 3 times representatives of rite rug have come out and stated that there is a definite problem but I have not gotten any resolution or even an offer of one. Last conversation that I even got a call back on was that they could a 4th time send someone out to take a look . By this time we were a year into the installation. I have since followed up several times by returning to the store where I purchased the carpet at which the salesman sends another email on my behalf. This was a great deal of carpet. I have tried to get the salesman or the store manager to come take a look to no avail, I buy a great deal of flooring as I own rental properties and I am again going to need to purchase flooring for another property. It is a shame that rite rug and the salesman I worked with will not get my business. I most definitly believe Rite Rug should make this right. I believe the carpet should be replaced with new carpet installed correctly

Desired Settlement: Replace the carpet with something of equal quality meeting my needs for this house

Business Response: Rite Rug's Customer Service Department contacted Ms. ****** via email on 3/14/2012, asking to schedule an appointment to discuss the items in her complaint. To date, we have not received a response to our request. Rite Rug seeks to be given the opportunity, at a mutually agreed on date to meet with Ms. ******.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/10/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I originally chose Rite Rug for the tile install because I was told by ****** ****** (Rite Rug sales person) that the common tile I was going to use could be obtained in 48 hours, if in stock, or 2 to 3 days, if it had to be ordered. This was on 8/12/11. Time was critical since I would lose use of my shower. I explained this to ****** ******. The bathroom tile was scheduled to be installed on 8/30/11 and was still not complete on 9/23/2011. I had called Rite Rug repeatedly after the install was not completed at the scheduled date, eventually reaching ****** ****** some days later. ****** said that the design had changed; that the shower was to have no flat black border around the base. When I told ****** that the plan that the installer brought clearly showed the black border around the base ****** stated that he must have "missed" that when ordering. After waiting an additional three weeks for more tiles, on 9/23/11 the rest of the tile was partially installed but not grouted on 3 walls of the shower. I was told that they ran out of grout and would have to order more. I received no estimate of an arrival date. Since I required use of my shower (I had been using the shower at a friend's house), I completed the installation myself on 9/25/2011. Additional issues: 1.The installed border tile is 2mm thicker than that I was shown in sales display (I had brought an existing tile to ensure correct thickness); consequently; it is not even with the field tile. 2.The installer broke the bottom of a corner shelf and patched it together with caulking but still mounted it. 3.The corner shelves are installed at an angle such that the water doesn't drain. 4.The shower floor tile is uneven such that water puddles after a shower. 5.The shower drain was not adjusted on installation of the shower floor tile such that it extends above the edge of the installed tile. 6.The installer did not have a tile saw (he stated that Rite Rug did not tell him he would be working with tile), and used pliers to break the edge pieces to fit of both ceramic and glass tiles, consequently the edges are uneven. 7.The tiles around the shower door are at an angle because the installer did not cut the tile even with the wall (probably because he had no tile saw). 8.The floor tile under the toilet is uneven such that the toilet does not make even contact with the floor around the perimeter. To correct all of these problems, most of the tile will need to be removed and reinstalled, and probably the tile base will need to be replaced at additional cost of probably > $1000.

Desired Settlement: 50% refund of the cost of the tile and installation since a large part of it will have to be redone.

Business Response: Rite Rug's Customer Service Department contacted Mr. ****** on 3/8. In order to consider the request from Mr. ****** for: "50% refund of the cost of the tile and installation". It will be necessary to schedule an appointment for our Installation Manager to review this job. We are currently trying to work with the customer to schedule a mutually agreed upon date and time. Our office will advise your office when this appointment is scheduled along with the results.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) That's certainly far from a resolution. I responded on the same day to Rite Rug's assertion: "Please let me know when you are available to have our installation manager come out to your home and inspect your bathroom. He is available Monday through Friday between 8am and 4pm." that "I work 8-5 M-F, so I would have to schedule time off from work. Is no one available on Saturdays or after 5?" One week later they responded: "Please let me know what is a good time and day for you." to which I immediately responded: "Any time after 5:30 on weekdays or Saturday or Sunday."

Business Response: Rite Rug and Mr. ****** ****** have reached a mutual monetary agreement, as a policy adjustment, to accept the tile job as-is. Rite Rug will process the adjustment as soon as the claims release is signed and returned to our office.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/2/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Complaint filed on texture retention(matting and crushing)of (****) carpet. No satisfaction from Rite Rug or (****). (****)Carpet purchased 9/09 for almost 6K. Proper care maintained both professionally and personally. Issued complaint about texture retention in 8/11(matting and crushing). Warranty listed 5 year Texture Retention and it states that the carpet will not show "excessive pile crushing or matting from ordinary foot traffic..." The independent inspector said in his conclusions that the carpet is matting and crushing but grooming was successful in reorienting the tufts to improve overall appearance. He took ten minutes to spray and comb a square foot of the carpet. Is this an expectation of the consumer? He claims that matting and crushing are not manufacture related concerns, but the warranty states otherwise. We can give you a copy of the warranty we had at purchase.

Desired Settlement: We understand that the reimbursement is 80%. We need the warranty to be honored and the carpet replaced.

Business Response: Rite Rug regrets (****) is not satisfied with her (****) carpet purchase on 10/20/2009 on (****), due to "dissatisfaction with the Texture Retention" in their traffic patterns. Carpet warranties are provided by the manufacturer and not the retailer. For your review, we are submitting the following information (via email): Report dated "10/26/11" from (****), (****) stated that she is concerned with the matted down appearance of the carpet in the traffic lanes on the living room and near the kitchen entry." (****) states in his report: "tufts from traffic and non-traffic lanes were measured and were found to be the same height." "7. No physical loss of fiber was found with tufts from traffic lanes when compared from non-traffic lanes." "Conclusion: The inspeced carpet does not have a wear concern. No physical loss of fiber was found at the time of inspection. The carept is matting and crushing. Concerns such as matting and crushing are not manufacturing related concerns. No manufacturing related concerns were found with the inspected carpet." (****), (****) met with the customer on 1/26/2012 to inspect/discuss her wear concerns. This matter was referred by (****) carpets to another independent inspection service: (****) a third inspection of this carpet was scheduled on 2/6/2012. Results from this inspection were : "The carpet is not loose the crushing and matting when it was cleaned. Matting and crushing are not warranted issues. Therefore this is not a warranted issue." (****)/(****)sent Rite Rug a letter on 2/09/2012 regarding this claim. At this time, the manufacturer declined this claim. "Based upon the information we have received relative to the above mentioned complaint and our investigation, there is no evidence of a manufacturing defect. We, therefore have no alternative but to disallow this claim." (****) also send a copy of their "5 year Limited Texture Retention Warranty" As the retailer there is nothing further we can offer when the manufacturer declines a claim. (****) informed our office they will reconsider this claim, if (****) obtains a third indpendent, certified inspection report, at her expense.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/30/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In July we purchased a large amount of flooring and had it installed. There were a lot of errors, complications and mistakes made. I have made a previous complaint about these. After months of poor communication with rite rug they said they would give me credit for $800.00 of the $1000.00 installation fee. To this day I have never received the credit. I have called and emailed multiple times and have received no return calls or emails.

Desired Settlement: The $800.00 credit that was originally promised to me.

Business Response: Rite Rug Company sincerely apologizes for the delay in processing the customer's policy adjustment, of $800.00. Our Customer Service Department emailed Mrs. ****** ****** a "Release of Claims" along with a "Credit Card Authorization Form" on 3/15/2012. Upon receipt of the signed documents we will process the adjustment.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/20/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were told that the carpet we were purchasing would last for 7-10 years. It was showing wear patterns and deterioration after 4-5 months. We purchased the carpet in March 2011. Our salesman was named (****). We told him that we were looking for something affordable but that would help us sell the house in the next couple of years. He showed us the carpet that we bought and told us that this carpet would last 7-10 years. We also looked at more expensive options, but he sold us this carpet because it was on special. 4-5 Months after we purchased the carpet, we were so dissatisfied with the quality that we went into the store to talk to someone. The man that I talked to said that "carpet is one thing that you truly get what you pay for." I left my name and contact information and he said that they would call me. They never did. We contacted their corporate office to explain our situation. They sent out an inspector, which took about 2 months for him to get here. After his inspection, we did not hear anything, so we followed up. They said that we needed to have the carpet cleaned because it was "maintanence-related". They paid for a cleaning and then sent a different inspector out to examine the carpet. He said that it doesn't fit the manufacturer's definition for wear. After both inspections, they did not follow up fpr 2-3 weeks. We ended up calling them back both times.

Desired Settlement: Had we been told that the carpet was going to show wear so quickly and to the extent that it does, we would have paid more money for a better quality carpet. We were mislead to believe that this carpet would last well past the time period that we were planning on living here. Now, we are looking at having to replace the carpet again in order to sell our home. I would like the opportunity to get a better quality carpet installed and pay the difference between the cost of the carpet and what we already have paid for the current carpet that we have.

Business Response: Rite Rug sincerely regrets (****) is not satisfied with his carpet selection on invoice #(****) dated 03/21/11. Rite Rug Company contacted and paid for 2 independent flooring inspections services to evaluate this carpet. We are enclosing a copy of the "CPS OF OHIO Independent Inspection and Correction Services" on "11/17/2011" by "(****)" "Observations: 8.a heavy accumulation of soil/debris was found at the primary backing and also on the face of the carpeting indicating that the current maintenance efforts are unsuccessful in removing soil/debrisfrom the carpeting." "Conclusion: The inspected carpet does not have a wear concern. Concerns such as matting and crushing are not maunfacturing related concerns. No manufacturing related concerns were found with the inspected carpet." As a consumer goodwill gesture, Rite Rug contacted and paid for a carpet cleaning in the living room and hall on "12/6/11" by (****). Rite Rug contacted and at our expense paid for a second opinion evaluation from (****)Inspections" on "12/07/2011. His evaluation states: "Close examination of the carpet revealed that it is matting and crushing, which are not warranted concerns. All carpet will matt and crush." As a consumer goodwill gesture, Rite Rug will authorize a full credit on the carpet purchase only, towards a reselection of UPGRADED carpet, at their expense. Customer is responsibile to move all furniture or pay labor costs to move furniture. This offer will be valid for 60 days from today.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/16/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failed to refund the amounts of 3,453.70 for returned goods. This amount was supposed to be returned and they don't return the call. Order was placed for wood flooring/laying and stripping existing vinyl floor to the amount of 4,247.20. The amount was paid by check. An amount of 793.50 was deducted for the work of ripping the existing vinyl flooring. As the wood flooring was not up to the standards the material was returned. So the cost of wood that was paid for to the amount of 3,453.70 were to be returned. Order details are as below: Order Number : (****) Order Date : 09/19/2011 PO Number : (****) The sales representative (****) has not been collaborative when asked about the refund amount. He said the check was mailed but didn't receive it. And when asked again there was no response. His manager (****) also was not forth coming to resolve the issue.

Desired Settlement: I want the business to refund the amount due of 3,453.70 for the wood material that I have returned.

Business Response: Rite Rug Company regrets (****) cancelled his wood purchase. We sincerely apologize his refund was not processed in a more timely manner. Our office issued/mailed a refund check on 2/10/2012 in the amount of $3453.70 on check # (****).

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.) As the company has processed my request, I accept the step taken by them. Shall await for the check.

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/7/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchase Information: Problem Area: Warranty Purchase Date: 6/16/2010 Total Price: $5000.00 Disputed Amount: $5000.00 Amount Paid So Far: $5000.00 Description: Rite rug installed carpeting about 1 year ago. The carpeting was coming apart and the carpet is ruined. Rite Rug sent an agent out and informed the consumer that the carpet needs to be replaced. A representative from the carpet mill came out and did an inspection and indicated that the damage was from dog urine and that it would not be covered by the warranty. The consumer was never given a warranty and believes that this is an excuse not to have the carpet replaced. The salesman that sold the carpet is no longer employed by Rite Rug. It makes no sense to Consumer that Rite Rug says one thing and the manufacturer says another. Satisfactory Solution: Would like to have the 12x12 area re-carpeted.

Desired Settlement: Satisfactory Solution: Would like to have the 12x12 area re-carpeted.

Business Response: Rite Rug Company regrets (****) is not satisfied with her carpet "where it is coming apart". Damage from pet urine is not covered under carpet warranties. Warranties are provided by the manufacturer and not the retailer. Our Customer Service Department turned this claim over to the carpet manufacturer for their expertise. We are enclosing a copy of the denial letter from the carpet manufacturer, (****) Stating: "The inspector determined that the delamination occurring at the seams was due to locally caused urine damage." "Based upon the information we have received, we must respectfully decline this claim." Please refer to his "Conclusion: "the inspected delamination concerns are due to locally caused urine damage. The areas of concern had PH ranging from 4-5.6, fluoresced when illuminated with UV lighting, tested positive using Azo Stix and had a urine ordor. No manufacturing related concerns were found with the inspected carpet." Based on this information, there is nothing further that Rite Rug can offer. We are also enclosing an article from "Tek Newsleter" on "Pet Stains on Carpet"

Consumer Response: "I do not accept the response by Rite Rug, concerning my carpet. I can't imagine a company of their magnitude challenging a homeowner over a 15 x 15 piece of carpet that could be replaced with a comparable remnant. I feel Rite Rug was untruthful from the beginning concerning carpet replacement should there be a problem. The salesman stated that they would "cover everything" no questions asked. He was aware I had animals. I'm a very responsible owner, and if there was urine on the carpet it was promptly removed. I have an upright shampooer, a SpotBot, a Nature's Miracle and an animal Dyson. I had several rooms carpeted. There were accidents in other rooms but seams and fibers never came apart or lifted. I also had a pad installed which would have absorbed some of the excrement, as well as the rug cleaner. The urine was not concentrated and was dealt with immediately. I never received a warranty concerning the carpet, until I called Rite Rug's customer service department on three separate occasions. They seemingly blew me off. Rite Rug sent a representative out to my home when I first notified them of the problem and he took one look at the carpet and stated "You need new carpet. This is faulty." It appears that when Rite Rug didn't get the answer they wanted from him, they turned to an independent inspector to come up with an excuse more to their (Rite Rug's) liking. Blood, urine and vomit are all parts of daily living whether it be humans or pets. No one would carpet their homes with those restrictions. It's called common sense. No one offered to clean or repair the seam. The carpet was faulty period. This carpet was one year old."

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/30/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The install was to be completed by Thanksgiving 2010. The install has been defective (cracked boards, padding defects, etc.) and service neglected. I spent $10K dollars getting the flooring updated in my house from Rite Rug. The install included 3000sq/ft of carpet and bamboo flooring. The install was supposed to take 1 week and be done prior to Thanksgiving 2010. Full cash payment was made prior to install. The install for both the carpet and the wood was flawed. The carpet had hard spots in the pad throughout all rooms and the wood floor was miscolored due to two differing floor types (Natural & carbonized) being installed. They also left the room incomplete by not reinstalling supports to the counter tops. Since then they have scheduled 11 follow-up visit (4 times they arrived at a different time, 3 times they never showed). They replaced the padding with the carpet and it is fine at this point. All transition boards were cracked, corner round was not installed, >10% of the boards are different type, large percentage of boards cracked at the ends, all wood floors have particulate under them and crack while walking on them. They have removed a large number of board and replaced with different lots, small inserts, encased in putty to fill voids, differing heights, cracked other boards, etc., etc. At this point there are still approximately 23 boards cracked and miscut and filled with putty which were scheduled to be fixed on Nov 4th 2011. No one showed up at the scheduled 1:30 time slot. Appointment was rescheduled for Nov 17th. From a service standpoint Rite Rug is just awful. I do not get calls back from the service department. i constantly have to call the sales force to get any discussion and the follow-through is non-existent at this point.

Desired Settlement: I am seeking the replacement of the cracked boards plus a pertial refund of my payment due to lack of service and the original agreement to be completed by Thanksgiving 2010. If this can not be accomodated, i would ask for a private contractor to repair the issues and charge Rite Rug for material and labor. If neither is resolve, complete removal of the flooring with a full refund.

Business Response: Rite Rug Company sincerely apologizes and regrets the issues (****) experienced with his flooring installation. Rite Rug will replace this special order flooring product and schedule the replacement upon receipt of the material.

Consumer Response: Rite Rug agreed to replace the floor but at this point the mill no longer makes the wood needed to replace it as it has been 18 months.

Business Response: Rite Rug Company sincerely regrets the wood manufacturer discontinued this product. Our office authorized a replacement, in a letter dated 1/12/2012 to the customer. The customer will be given full credit towards the reselection of a new flooring product.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/25/2012 Problems with Product/Service
1/23/2012 Problems with Product/Service
1/5/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On October 30, 2011, I ordered and paid for (****) wood laminate flooring, underlayment, and 3 transition strips, as well as the installation of the material. On November 9, 2011, a Rite Rug installer (****) arrived and put the floor down. On November 12, 2011, while putting the baseboard back up, I noticed a floor board popping up. I called the (****) store and was told the customer service department didn't work on weekends and someone would call me the following Monday or Tuesday. Upon further inspection of the floor, I found 3 more boards (4 total) that were popping up. I made a second call to the (****)store and spoke to (****) Again, I was told customer service would handle the problem. Nobody from the customer service department called me, so I called them at (****) on Wednesday, November 16 @ 8:45am. I spoke to (****). She scheduled an inspector to come to my home on Friday, November 18th. The inspector (****)" came and said the whole floor would need to be taken up and re-done. He said "this is awful" and just shook his head. He said it would take 2 men at least 4 hours to fix it. He also said the transition strips had to be replaced since they were nailed down with large finishing nails. (****) also found a board that he thought had a broken tongue & groove. He went to his vehicle and called customer service to explain everything that needed to be done to make the floor right. (****)told me that customer service would call me later that day. Nobody called me, so I waited and called their office on Monday, November 21 and spoke with (****) again. She said that materials had to be ordered and would take approximately 10 days. They would call to schedule as soon as the material arrived. After 11 days and no phone call from Rite Rug, I called at 1:00pm Friday December 2 and spoke with (****). She said the material was in and we scheduled a different installer to come in the afternoon of Friday, December 9th. At 1:35pm on December 9th, I called to make sure I was still on the schedule. I spoke with (****). She assured me the installers would come that day; they were just finishing their previous job. Later, 3 installers came. After looking at the floor, the installer stated he needed 5 boxes; they only sent 1; and they did not send any transition strips with him either. He made several phone calls to his supervisor stating he could not start the job because he lacked adequate material. The installer stated that the whole floor needed to be taken up and in the process, pieces would get broken. They needed sufficient replacement material prior to removing the floor. Their supervisor stated he could not get more material and it had to be ordered again. The installers left my home without any repairs being done. Later, (****) from the Heath store, called and said it would take another 10 days to get the material in. He assured me it would be in and the floor would be fixed before Christmas 2011. Now it is December 19th @ 10:00pm. I have not heard from Rite Rug Since December 9th. Remember, I planned ahead by buying the floor in October so it would be done before Thanksgiving. It was not. I cannot put baseboard back up. I cannot put closet doors back up. I cannot put the area rug down. I cannot put furniture in the dining room. Today is day 50 since I paid $1,235.11 (by check which cleared my bank) for the laminate and installation. So far, I have left work early 3 different times to accommodate installers, inspectors, and more installers; I still have a dining room, entrance way, hallway, and closet that are unusable because of substandard workmanship; and VERY inadequate communication with Rite Rug customer service. It seems as though they don't care if this problem gets fixed or not. The salesman said their installation is guaranteed and (****), said Rite Rug would make this right. That's what I expect.

Desired Settlement: Rite Rug needs to make this right. Satisfactory installation must be completed. The material quality is good, but installation very substandard. Very, very poor response from their customer service department. Not once did they follow up as I was told they would. All the communication was initiated by me after the time-frame Rite Rug was supposed to call me had elapsed. There will be compensation for this aggravation and inconvenience. Since the problem exists with installation, I want the cost of installation refunded to me ($460.80) - as itemized on my invoice Order No (****).

Business Response: Rite Rug's Customer Service Department scheduled the requested floor repairs for 12/22. The flooring was repaired on 12/22. As a consumer goodwill gesture, a monetary adjustment was agreed upon. Rite Rug was contacted on 12/27 with 2 additional spots in the floor that need repairs. We have an appointment scheduled for 12/30. The additional request for compensation will be taken under consideration.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted by (****) of Rite Rug customer service on 1/3/12. I am satisfied with the floor repairs done on 12/30/11. (****) also stated that Rite Rug would reimburse me full installation costs of $460.80. I agree that this complaint has been satisfactorily resolved, contingent upon receipt of a $460.80 check from Rite Rug to me. I was told I would receive this compensation within 14 days of 1/3/12. Thank you, (****), for your assistance in this matter. Your professionalism and courtesy were appreciated.

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/26/2011 Problems with Product/Service
12/26/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: CARPET DOES NOT MATCG THE CARPET I PICK WHEN IN THE STORE. CARPET IN MY HOME IS A LOWER GRADE. I HAVE CONTACTED THE STORE BUT THEY REFUSE TO MAKE GOOD ON WHAT I PURCHASED. Rite Rug Company. She purchased carpet at about 3000$, and they have not fufilled their agreement. She picked out one carpet, but they sent out another look alike carpet. They put in three rooms of carpet and then when she realized what they were doing she stopped them. $2978.32, paid by credit card. 8-15-11.

Desired Settlement: Satisfactory Solution: I WANT ALL THE CARPET PULLED UP AND FOR RITE RUG TO INSTALL WHAT I PAID FOR. THEY PROMISED HALF INCH PAD THAT WAS NOT INSTALLED . IWANT WHAT I PAID NO MORE. Wants her money back.

Business Response: Rite Rug Company's Customer Service Manager, (****) has left several phone messages asking Ms. (****)to return the call. To date, our calls have not been returned. Our office will continue to try to contact Ms.(****)to discuss the issues she is not satisfied with on her purchase.

Business Response: Rite Rug Company's Customer Service Department scheduled an appointment for 11/28. The customer cancelled/postponed this appointment and rescheduled for 12/8. After this appointment, our office authorized a replacement. This replacement will be scheduled when we receive the special order carpet.::

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/12/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2010 we purchased laminate flooring from Rite Rug. Since the whole house needed remodeling, it took me a few months to get it all installed. This stuff is defective! It flexes, squeaks and there is something wrong with the finish so that it cannot be cleaned. Since my wife has a heart condition, the so called ease of cleaning feature is the main reason that we made the purchase. I have been back to the store 4 times and also called customer service and left several messages for a return call. I did finally talk to a two different Rite Rug customer service reps and was told both times that it would be checked into. That was several weeks ago and we have heard nothing since. We are both retired and on fixed incomes. We are tired of the stress, aggravation and the totally inconsiderate way we are being treated by Rite Rug. We would greatly appreciate any help you can give us. Thank you!!

Desired Settlement: Satisfactory Solution: We believe this flooring is defective and would like a total refund in the amount of $3811.50

Business Response: Rite Rug's Customer Service Department contacted this customer and scheduled an appointment for November 14. At this time, we will discuss the issues of "flexes, squeaks" and cleaning procedures. Our office will notify your office of the results of this appointment. We would like it noted that Rite Rug Company did not install this flooring.

Consumer Response: We received a call from Rite Rug on Nov. 10. The lady said that a man would come out and look at our floor. He came on Nov. 14. He said that he would call us the next day.....he never called. Just yesterday....Nov.21...a week later... another man called and said that he would be out on the 29th. That is 2 days after our case was to be closed. Please do not close our case until this is completely resolved. Thank you (****)

Business Response: Two representatives from the (****) laminate manufacturer met with the customer in their home on 11/29. In their opinion there are no manufacturing defects in this flooring. A sample of the flooring has been sent to (****) Industries for testing. We will notify your office the results from the flooring manufacturer as soon as we receive them. ::

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

11/29/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchase Information: Problem Area: Misrepresentation Purchase Date: 8/3/2011 Total Price: $4635.20 Disputed Amount: $4635.20 Amount Paid So Far: $0.00 Description: Consumer contracted with Rite Rug to have "Armstrong" laminate flooring installed in their home approximately 60 days ago. This week, after a pitcher of water was dropped on the floor, it scratched the surface and warped the flooring even though the water and debris was removed within 10 minutes of the spill. Upon investigation of the leftover laminate flooring boxes in their garage, it was found that this flooring was, in fact, not "Armstrong" brand, but another company from China whose contact information is not printed anywhere on the packaging. Coincidentally, the specific model name of flooring is the exact same as "Armstrong" brand. This is clear case of consumer fraud substituting an inferior and defective product for brand name and brand name cost. When I returned to the store to question the Chinese laminate flooring, the female sales clerk denied that the Chinese company manufactured laminate flooring, and that Rite Rug did not sell it, and then became extremely agitated and disheveled when I informed her that I had the box as proof that not only does the Chinese company manufacture it, but that Rite Rug sells it and installs it.

Desired Settlement: Satisfactory Solution: Attorney General investigation of Consumer Fraud, possibly in conjunction with The Armstrong company who may be unaware that another Chinese manufacturer is producing goods with the same model name as Armstrong. Also investigation into the sales practices of Rite Rug which lead to this fraudulent sale. Although the salesman told my parents that they would receive Armstrong flooring with the inherent quality and warranty, it is not documented any place on the sales receipt....only the model name. A full refund of purchase price, plus expenses for removing substandard flooring, and furniture moving expenses will be accepted.

Business Response: In response to this complaint, Rite Rug would like to submit, for your review, the attached documentation: Customer selected/contracted "860 sq. ft" "super shiny" color: "exotic walnut" dated "08/02/11" on invoice #"******". Please note the signature on this contract from the customer. At the time of this sale, our sales representative does not recall any discussions as to where any of the laminate flooring samples on display were made. We are also submitting a copy of the product information on "super shinny". Which is on display on the sample in our store. "super shinny" is a "12 mm laminate with a "30 year residential warranty" (copy sent). "super shinny" is not an Armstrong product, nor do they have a product by this name and it was never presented as such. The comparable Armstrong product is called grand illusions, which is also 12mm lamiante with a 30 year warranty and also made in China(product information can be provided, if needed). Rite Rug regrets the customer is not happy with his floor due to "a pitcher of water was dropped on the floor and scratched the surface". Our Customer Service Department, scheduled an appointment to meet with the customer. On the day of the appointment, he was not permitted in the home. We also suggested, at our expense to have the flooring evaluated by an independent, certified inspection service for evaluation. To date, this has also been declined. As a consumer goodwill gesture, we will also offer repair the damaged boards, at no cost. Please contact our office, if any further information is needed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/15/2011 Problems with Product/Service | Complaint Details Unavailable
10/17/2011 Problems with Product/Service
9/27/2011 Problems with Product/Service
9/26/2011 Problems with Product/Service