ComplaintsforRiteRug Flooring

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2023 my husband and I purchased a new home. We contacted Rite Rug on 1/9/2023 to pick out carpet to put in 3 main rooms on the lower level of our house. When we picked out the carpet we were told it came with a warranty. In October 2023 we started having issues with the carpet. The carpet in all the rooms was fraying and pulling out along with the seems coming undone. I contacted Rite Rug and started a warranty claim. When they came out to take pictures the claim specialist stated it was definitely a defect in the carpet and the claim would get sent to the mill for replacement. We later were advised the mill company denied the claim saying it was an install issue and they wouldn't cover it. I tried to email Rite rug further about this to get it covered as it was an install issue and never got a response. We have a 32 inch section of carpet missing where it came apart at the seam and nobody will help us get it replaced. We went into the Lancaster store today in person to see if someone would come use our leftover carpet from the install to fix the missing carpet. We were even willing to pay someone to lay it even though this issue isn't our fault. The store refused and said they won't send out a contractor unless it's an install for the entire room. We have 3 rooms where the carpet is damaged and one of those rooms its actually missing carpet and continuing to come apart further. This carpet is barely a year old, with a warranty and Rite rug won't do anything to help fix the issue

  

  Business response

  04/29/2024

  Hello, the denial letter from the mill did not state that the issues were installation related. We will resubmit this to the manufacturer and ask for this to be reviewed again.

  thank you

  Customer response

  05/01/2024

  I am rejecting this response because it is not guaranteed to fix the issue. I appreciate the steps and efforts the business is taking to contact the mill again but I will not be satisfied until my carpet is guaranteed to be replaced. There is no reason at a year old the carpet should be coming apart at the seam where two pieces were put together, strands pulling out and coming apart everyplace it connects to another piece of flooring (tile & wood). We bought carpet for 3 rooms and was told there was a warranty so the issues need to be fixed. Especially after the claims person who came and took pictures stated it was an issue stemming from bad carpet. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Since the first day of moving into our new home on June of 2022 our Rite Rug flooring has never been right. It started with my LVP Armstrong flooring peeling at the corners. At that time the ball was dropped on Rite Rugs end from the warranty manager Brett. My ticket was closed and no one came to fix my flooring for months. We had to hound Brett and see when he would be out to get the initial repair completed. After taking off work several times for these warranty appointments, there was still no solution so I contacted corporate. Beth from corporate directed me to talk with my local office at ************. I spoke with Jillian S******** at my local office. She bubbled up the issue to Brett’s manager, Brandon. Which prompted Brandon & Brett to both come to my house for the flooring. After that visit the flooring needed to be replaced & the carpet needed retucked in the kitchen. Rite Rug came out in April 2023 where they replaced a few LVP boards & retucked our carpet. Since then I’ve discovered nothing but issue after issue. We spent our hard earned money on these floors & expect them to not be chipped cracked or fraying. When I mop on my hands & knees I see the edges of some of the LVP catching my cloth due to the edges being chipped. It’s so disheartening. Most recently we noticed where they retucked our carpet in April the spot is now unraveling again & needs addressed. Sept 2023 Rite Rug came back out to fix the carpet. Two months go by & we are back to having the same spot unraveling. So again on Dec 8 we had the Rite Rug warranty manger out here to investigate. He was here for less than 5 minutes & told us that he would get the guys at Rite Rug to stretch the carpet to repair it & to expect a call to set up the appointment. It’s shocking to hear that Rite Rug wants us to pay for something we had no fault in. I truly haven’t been pleased with Rite Rug from the very beginning and hate to even reach out regarding this issue but no one seems to be able to help me.

  

  Business response

  12/21/2023

  We have came to a resolution with the customer. All concerns are being addressed.

  thank you

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started the process in August. We were told by Brock, our sales person, (who we have not heard from since September 20th) initially this would be a 2 day job and it would be completed by our daughters first birthday party on September 23rd. Unfortunately, this job was not completed until October 9. This job required 7 visits to our home, meaning one of us (and even our adult child) missing work. Again, 5 extra visits is completely inappropriate and we’d hope that any executive at Rite Rug hearing one of us missed wages due to a complete miscommunication would be horrified at this. After speaking to Athena, the costumer service representative, who offered us $1500, which we believe is below what we are due, and Teresa, who told us that Athena was now in trouble for offering us $1500, we are unsatisfied. Further, the appearance of the stairs is shoddy at best, especially for the $5100 we paid for the stairs.

  

  Business response

  10/23/2023

  Per our contract we typically do not provide compensation. However, we are willing to compensate the amount that was offered. Unfortunately we cannot offer any additional compensation.

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ** ****** **** and part of the warranty work involved removing tile in the bathroom to replace a shower pan. The shower work was completed and the tile company hired to remove and replace the tile for the warranty work is Rite Rug. The work that was done is unsatisfactory. The tiles are uneven and chipped. Rite Rug sent someone out to inspect the work and agreed it needs to be redone. I was told someone would contact me to schedule this to be completed but I never received a call. I called Rite Rug several times until the person who answered the phone scheduled me for a morning appointment on 9/22. I have called every hour on 9/21 to confirm this appointment but no one answers. I emailed ************** and even tried calling a corporate number. The woman who answered the corporate line could not get anyone on the phone either and took my information to send out an email. She told me I would get a call from someone. I did not. Today is 9/22. I called Rite Rug several times this morning until finally I got someone on the phone at about 9am. I was told that someone was dispatched to my home and should be there shortly. Hours go by - no one has shown up. I called back and was told someone should have been there hours ago and that he would contact them to find out what happened and call me back. It's going on an hour from that conversation. I tried calling back and no one is answering. I took off work to be home for this appointment. The lack of respect for people's time seems to be common for this company. I need this work completed and I need the appointment scheduled to be honored.

  

  Business response

  09/23/2023

  repairs have been completed as of 9/22/23 we apologize for any delays or inconvenience. 

  Customer response

  10/03/2023

  Consumer notified BBB she accepts the business response.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: At approximately January 15 2023 we were informed by our builder, ** ****** Rite Rug was their flooring vendor. We wanted our stairs to be wood instead of carpeted; since we wanted the flooring to match, this made sense. The salesperson came to the house and measured the stairs after we initiated contact soon after. There have been three attempts to install the plank flooring to cover the stairs and all have been unsuccessful. The first attempt was in February and the installer came in and ripped off half the carpeting from the stairs. Then decided to check the material and found out that it was cut too small. We had to force the installer to remove the nails sticking out. We informed the vendor and a second attempt ensued in March. This time the color was incorrect and it wasn't even close. Brown vs. grey color tones which was not going to be accepted. We later provided a floorboard to Rite Rug to help in matching the color. Since we had a naked stair, and family coming over for Easter Rite Rug agreed to put carpeting on the stairs. The installed color was blue, and we have tan carpeting. At this point we were very hesitant to continue however we wanted to provide one last chance. In June the final attempt came. This time the installers brought in the second attempts planks and the new planks. Not sure what the idea was this time around, however, out of all the product, approximately 1/4 was deemed acceptable. This was not enough to finish the job. Now, completely out of patience asked the installers to pack up all the materials and return to the warehouse. We called the store to inform them of the events and requested the process to refund our money. We contacted the store and the salesperson several times over the last 60 days and at first, there was responses. At one point we spoke to one of the senior managers of the district and informed them that we were looking for a full refund. They iterated that requesting a check from their corporate office may take some time. We expected a turnaround of 2-3 weeks and it is now 5 weeks. We have been trying to resolve this amicably and without any legal representation. We understand that people are trying to make a living and that mistakes happen. However, we would like to be made whole with a full refund because the services rendered were not up to quality standards.

  

  Business response

  09/23/2023

  it was agreed upon via email that per our contract there is a restocking fee for special ordered materials, the refund documents have been sent to the customer 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased 1384 square feet of Coretec Pro flooring from Rite Rug location on Wyse Road in Dayton in the fall of 2021. We had a few scratches, bumps, and trim issues after installation but did not consider it worth fussing about. Recently the flooring has begun to separate at the seams, and plank areas are coming apart. After some research, it is possible it may have been installed incorrectly Directions call for a vapor retarder over concrete. Also rubber mallets were used to best seams down, not together. We called RiteRug on September 7th to report the issue, they said the repair department would call us. 7 days later we called, were told the repair department would call us, and a representative said he would make sure the information was shared. Still no contact. We emailed corporate CoreTec for advice and to report issue. They are no help. Need someone to address flooring issues, as we spent $13,000. On a floor that is starting to fail.

  

  Business response

  09/19/2023

  we have made contact with the customer and are working to find a solution for the issues.

   

  thank you

  Customer response

  09/20/2023

  I am awaiting an inspection by the local representatives of Rite Rug, and a proposal for what they intend to do.

  I have contacted the manufacturer and discussed what is happening with the installation, provided photographs.

  An example of an issue is they installed 2 panels over debris or pebbles, so there are divots in the panels from the original installation.

  Also, at entranceway, to other rooms the manufacturer requires transition points, none were installed for expansion and contraction.

  Rhe manufacture states over concrete a vapor retailer must be installed, Rite Rug did not install a vapor retarded.

  Once we have received the inspection, then we can re visit whether we accept the proposed solution.

  Regards,
  
  **** ********

  

  Business response

  10/17/2023

  We have reached out to the customer. We are waiting for the material to be delivered to us to schedule for install.

  Customer response

  10/18/2023

  We are awaiting the installation date and final inspection for a complete satisfaction.

  RiteRug is making satisfactory progress towards an acceptable resolution. 

  Regards,
  
  **** ********

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new home that had carpet (from Mohawk) installed by RiteRug. The carpet has issues and I filed a warranty claim through RiteRug per the instructions of Mohawk. I complied with all the owner responsibilities to have the carpet cleaned, etc... The warranty claim was approved. However, the original carpet was no longer available. I was offered a credit against the purchase of a comparable Mohawk carpet. However, the credit is supposed to be my prorated (90%) warranty of the actual cost of the identical carpet or one of comparable value. However, I was only offered approximately 25-35% of the actual cost of a comparable carpet. The calculation by RiteRug is based on the builder's original cost for the carpet, not current cost to replace the carpet, as called for in Mohawk's warranty.

  

  Business response

  08/11/2023

  we have resolved the issue with the customer. 

  Customer response

  08/15/2023

  The business has proposed a settlement which is agreeable, but have not yet followed through on what needs to occur.   I have selected my replacement carpet, but there is new credit paperwork they must issue and the product has not yet been ordered or installed.
  
  Regards,
  **** *********

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rite Rug Tampa that works contractor was a no-call no-show for 2 days. Now going on three days.The manager promise that somebody was going to be here today ( Saturday August 5th) early this morning. I have no floors. There's concrete everywhere. There's dust everywhere. I have a 2-year-old and a three-year-old. We have nowhere to go for a few days while we're breathing in dust. It's a health hazard for children right now. I no one answering there phones or answering questions

  

  Business response

  08/12/2023

  this has been resolved with the customer

  

  Business response

  08/12/2023

  this has been resolved with the customer

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our Home was a new construction build by Ryan Homes in late 2016. We closed/moved on 10/26/2016. The flooring in question per contract with Ryan cost us approximately $8685 total. The flooring warranty had a stated 15 yr. period against many described defects (see attached). Parties involved are complex due to separation of Armstrong and sell off to Hartco in 2018. The claim process has multiple layers (distributor, installer, and manufacturer) to include Rite Rug, JJ Haines and AHF (mfg. of Armstrong product). Around 4/2021 the product was discontinued. This took many calls and time to figure out how to process a claim by my wife who is on disability for many PTSD, Anxiety and physical factors. The nature of dispute involves flooring defects to include delamination, bubbling, flaking, and chipping of finish on the engineered scrapped hardwood 5" planks in various spots in the home. Finally, we called the right person at Rite Rug, and they sent 1 rep out to review, document, and capture data on the claim. Another 3rd party followed and did the same, roughly a month later. The claim was denied we were told due to normal use and wear - but I have no record or documented reason why it was specifically denied (we requested doc but no response). We have no claim number or other ID on reports, documents, claim #s or other to reference (emails attached). With no inventory on the market to replace or repair and with no other alternatives proposed by the 3 companies involved, we are left with possibly replacing all planks out of pocket - despite being within warranty and defects match that of warranty description. We are not clear on claim denial since other inspectors, and other flooring specialists have the opinion that it is a defective finish and should not have had any delamination. Different products are now specified and used. We recently tried to sell our home, where potential buyers noted the condition of the floors.

  

  Business response

  08/28/2023

  unfortunately this claim was denied by the manufacturer. A third party was sent for inspection and it was found to be a site issue. The manufacturer continues to decline this as a warranted issue. 

  Customer response

  09/08/2023

  I am rejecting this response because: details in attached document (manufacturer defect, under 15 year warranty)
  
  We strongly oppose the response from RiteRug flooring. We also were never given an official report or statement as to what tests and other factors led up to their decision. 
  We also had professionals that reviewed the floors at our house, and said that is was a manufacturer defect issue. 
  Please keep in mind that these floors in our home (built by Ryan Homes—through subcontractor RiteRug) are under a 15 year warranty. Every warehouse/distribution center that has been contacted to find more floors like ours states that the our floor type has been discontinued. We have no way to match the floor type we have installed. We feel that they potentially were discontinued due to the issues we are currently facing with them. 
  Thank you, **** * ****** ***
  ************
  ******************** 

  

  Business response

  09/22/2023

  unfortunately the 3rd party inspection was arranged by the manufacturer so Rite Rug does not have access to that documentation. The manufacturer has deemed that this issue is not a warranted issue and they cannot approve and they cannot approve any repairs or replacements under the warranty.

  Customer response

  10/03/2023

  We are rejecting this response because our floors are under a 15 year warranty. These floors have been discontinued and need to be replaced with an equivalent floor in the areas that we paid to have it installed and it has failed. This was the purpose for the 15 year warranty. I am disabled and cannot and should not be made to pay for new flooring, the carpet has not held up to the warranty either (even though we purchased the upgraded padding etc.), but we are only seeking warranty on the wood floors. 
  We only want Riterug Flooring in Greenville/ Simpsonville South Carolina to do the right thing and that is to uphold the warranty.
  Regards,
  
  **** *** ***** ***

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a house through ******* and closed in June of 2022. During our 6 month inspection several mail pops and several spots were separating in our floor. We discovered Rite Rug performs their installations. Since that time frame we have had a complete lack of follow up, missed appointments and most recently an appointment on June 29th that was finally supposed to be a repair canceled 30 mins prior to the start time after moving all of our appliances. This was due to what they say was the material shipping to the wrong store which I do not buy. Since then I reached out 2 weeks ago to for an update and was told the material wasn’t in yet. I reached out last week and to this point have gotten no response. At this point I just wish they would let me get a quote for the floor to replace it as I have no faith the rest of the floor will not incur the same problem. I have zero faith in this company, their services or their products.

  

  Business response

  08/03/2023

  our builder division has reached out and scheduled with the customer. We apologize for the delay. The material has been confirmed to be received and repairs should be completed as scheduled.

  Customer response

  08/14/2023

  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩