Complaints

This profile includes complaints for RiteRug Flooring's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  RiteRug Flooring

  4450 Poth Rd Whitehall, OH 43213-3837

  
• 

  RiteRug Flooring

  1175 Hebron Rd Heath Ohio Flooring Store Heath, OH 43056-1022

  
• 

  RiteRug Flooring

  6083 Chandler Ct Westerville Flooring Store Westerville, OH 43082-9050

  
• 

  RiteRug Flooring

  1150 Dublin Rd Columbus, OH 43215-1039

  
• 

  Rite Rug Co.

  9974 International Blvd West Chester, OH 45246

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 09/23/2023

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

  Customer Answer

  Date: 10/03/2023

  Consumer notified BBB she accepts the business response.

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 09/19/2023

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

   

  thank you

  Customer Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 08/11/2023

  we have resolved the issue with the customer. 

  Customer Answer

  Date: 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

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 08/12/2023

  this has been resolved with the customer

  

  Business Response

  Date: 08/12/2023

  this has been resolved with the customer

• Initial Complaint

  Date:08/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 08/14/2023

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

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a one piece rug smaller than we wanted because to go bigger it would have had to be pieced together and possibly show a seam. Within a year of having and still under warranty customer service says it’s a manufacturer issue and they will reach out to them. The rug has seen minimal traffic and looks new minus the large lines going down each side that we are asking to be fixed. Customer service only asked questions to direct the problem into being our fault. “Has it been folded?” It’s over ten feet so I am not sure how that would be possible. “Do you have pets?” The fifteen pound dog is afraid of the shag and walks around it. Never had someone come look at the rug just went off of pictures I sent. Pictures they obviously could not see well because I was asked if the rug was on a bumpy surface because “it looks like it is.” The rug is on new flooring and has never been moved since put down by their delivery people.
  Customer service reply was as follows:
  Hello,
  I spoke with the mill. They denied the claim. We are sorry that you are having this issue but the carpet was not installed this way.
  That is how Rite Rugs Barbara exhibits customer service.
  We are not asking for anything but to the brand to stand behind what you sold us.

  

  Business Response

  Date: 07/27/2023

  I apologize that you are having issues with your area rug. It
  was confirmed with you that upon receipt of the area rug in October 2022 there
  were no defects and or lines in the carpet. The lines were reported 7/10/23 at
  that point we did have to ask necessary questions particularly questions required
  by the manufacturer of the carpet to see if this would be something that would
  be covered under the manufacturer's warranty. There is no warranty with Rite
  Rug as this is an area rug and was not an installed product. Unfortunately the
  manufacturer has deemed that this issue is not a milling defect. 

• Initial Complaint

  Date:06/29/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Description:
  Const states he has a dispute with a Local Business where they told him that there was a signed
  contract. His wife wanted to cancel the service that she put down a deposite for of 1,400.00. The
  comapny now is telling her that she signed a document that she was not awhare of. The business name
  is Rite Rug.

  

  Business Response

  Date: 07/07/2023

  we are working with the customer to resolve this issue.

  Customer Answer

  Date: 07/18/2023

  I spoke to Athena from Rite Rug. She stated that Tire Rug will not dispute the $1,400 credit that I got back from ***** **** being that I disputed the charge due to the contract issues.
  
   
  
  At this time, I consider the matter closed and I’m satisfied with Rite Rug’s response.
  
   
  
  ******** ******* *******
  
   

• Initial Complaint

  Date:06/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $10,000 for flooring and carpet replacement in my household, and could not be more disappointed in the installers they sent to do the work. Two different crews, both were careless and caused damage to my new house.
  
  Carpet installers - They carelessly dropped carpet on the walls which resulted in actually penetrating drywall, and they made a massive hole in one of my doors.
  
  Hardwood installers - broke my oven (pictures enclosed)
  
  I'd like some sort of refund to help pay for the oven that your installers broke.

  

  Business Response

  Date: 06/29/2023

  Our customer care department has attempted contact to resolve the issues. We will continue to reach out and address these concerns.