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

  1613 Victor Rd NW Lancaster Ohio Flooring Store Lancaster, OH 43130-7883

  
• 

  RiteRug Flooring

  5465 N Hamilton Rd Columbus, OH 43230-1319

  
• 

  RiteRug Flooring

  4675 N High St Columbus, OH 43214-2014

  
• 

  Rite Rug Co., Inc.

  3575 Wyse Rd Dayton, OH 45414

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:06/14/2023

  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.

  June 9, 2023, I am in my seven days on Social Security the young man that waited on me which is very nice. I can’t say anything bad about him and I found this piece of carpet. It was a great price and he told me it was a really great piece of carpet and he thought maybe someone priced it wrong because of the niceness of the carpet I selected that and paid and paid to get it bound for my living room. The young man said I’d be getting a call within 3 to 5 days to come and pick it up well on the sixth day which is today I got a call, but they said they couldn’t find it that there was a problem with something on the carpet. They have to make it a lot smaller it was already oversized for what I wanted and I was really upset because I live on very little money so I had to look for something reasonable. I said just refund my money. They said we can’t do that you have to drive all the way back out there and give us your credit card and will put it on there so not only did I waste gas going there the first time now I’m expected to go a second time and waste my gas That I can only afford once a month to put gas in my car to get me places and I’m not for sure that maybe they seen this was the better piece of carpet and they didn’t want to sell it to me at that price I don’t know but I do know that they Should cover this with giving me a rug that’s comparable to what I picked out because none of this is my fault. I’m not one that complains I’m in my 70s but I think this was all wrong because I did ask can we see what it looks like they said, for they’ll do that back there , so they wait till the day after I’m supposed to pick it up to call me I just don’t think this is right for a big company to do this to a senior citizen. I’m sure when they’re rolling up these carpets and taping them to put them up for sale that they see what’s wrong with them and there should be something on there but there wasn’t And it looked really nice from what I seen what I want and what I think I deserve because I went out of my way to go out there and back and now I’m expected to do it again is the rug that is comparable to the one I picked out . all I want is what I paid for it nobody said anything and I think it was because I found a piece of carpet that should’ve been price tire and the young man’s shirt it is young man said that that he thinks somebody made that mistake and that they wanna put it back out at a higher price I don’t know but all I know is I’m the one that’s getting walked over by a big company and I am truly upset because it was supposed to be done and I was supposed to pick it up within a few days and it’s been seven days and then I just get this call and now they want me to run all the way back out there so that they can take my credit card and take it off of my put it back on my bill it’s just there’s so many things wrong with this I’m just truly upset I’m not getting my rug that I’ve had to save for for quite a few months. Thank you.

  

  Business Response

  Date: 06/16/2023

  we have contacted the customer and are moving forward to correct the issues. 

• Initial Complaint

  Date:06/08/2023

  Type:Product 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:
  On 5/9/23 consumer purchased carpeting from Rite Rug in Columbus. Consumer was advised they
  were offering an interest free loan through ***** *****, as long as all payments are made on time.
  Consumer agreed to purchase using the interest free loan. Consumer stated he contacted ***** *****
  to tell them his name was misspelled. While talking with the representative from ***** ***** he was
  informed that his first payment was due on 6/8/23. Consumer stated Rite Rug has not installed the
  carpet and he was advised during the purchase the first bill would be due 45 days after installation.
  Consumer advised ***** ***** to cancel the loan. Consumer then called Rite Rug to cancel the
  purchase and was told they could not cancel the order.

  

  Business Response

  Date: 06/13/2023

  we have resolved all issues with this customer.

  thank you

  Customer Answer

  Date: 07/07/2023

  BBB received notice from consumer that the complaint has been resolved.

• Initial Complaint

  Date:05/06/2023

  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.

  -The date of the transaction was 06/21/2021.
  -Total of the cost of the purchase was 7485.00
  -We were sold to the fact that our floors would be replaced along with any and all sub-floor as well in a 2 day period.
  - The dispute is our flooring has been coming apart since the day it was installed because no sub-floor was replaced. We initially started our complaint with our sales rep, then he would not respond. We then emailed the company and opened a ticket on our issue. They sent someone one out on 04/25/23 and the guy that they sent out said he was out at our house when everything was originally done. He had told me that it stated on the original work order to replace all sub floor that needed it. I also have pictures of before, during, and after the install. I showed them the rep that was at our house. He then told me that he remembered the our house was different because we had 2 separate crews (1 for demo and 1 for install) and how normally it is the same crew that does both. He the said he would send the info he found to the other rep and our original sales rep would be in contact with us. We had to reach back out to rep and said they new what needed to be done and they would contact us to schedule our repair. Nothing came of that, then we had health issues in our family. After we had dealt with our issues, we then emailed them back and they were trying to start the whole process over. That was the last bit of any communication we have had with the company.
  Our flooring is continuing to come apart and to fix the issue we are going to have to have our floors completely replaced. Which means a lot of time off and money we don't have to get the house ready to have the floors installed.
  Original Sales Rep: Keary G******, Ticket# ***********  I have attached the email thread with the other online rep. If you need the pictures or any other information I will give you all that I have.

  

  Business Response

  Date: 05/10/2023

  We have spoke to the customer and are working together to reach a resolution on this issue.

  Customer Answer

  Date: 05/21/2023

  We are working to come to a mutual resolution. Rite rug has sent out an inspector and he is submitting his findings. Until the issue is completely resolved, I will consider this Better Business Bureau complaint open and unresolved. If there  is any other information needed from me on this topic please let me know

• Initial Complaint

  Date:03/31/2023

  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:
  We purchased new flooring for our home. We were told that we had a lifetime guarantee. Three of the
  planks are peeling. I contacted our salesman and was referred to customer service.
  Beth in customer service gave me service that clearly indicated that Rite Rug doesn’t honor their lifetime
  warranty. First, they wanted $75.00 just for someone to come and look at the flooring. Then Beth
  asked me why I thought they wouldn’t charge and I said because I was told I have a lifetime warranty.
  To most people that means there are no additional charges. Beth was able to waive that fee.
  Next, Dale arrived at our house and it was clear from the moment he walked in the door that he was here
  to somehow make the damage our fault. He even looked in our basement. If the basement is a factor
  in flooring then someone should have looked in the basement when we purchased the floor. It turned
  out that they blamed my office chair and said it wasn’t covered under the warranty. I pulled out my
  folder that has the flooring information and I didn’t have a warranty.
  Rite rug wanted $450.00 to replace the three planks. This amount is for labor only because we still have
  a box of the flooring. $150.00 per plank seemed like highway robbery but I agreed to the amount.
  However, Rite rug wanted us to sign away more of our rights.
  I asked Beth to send me the warranty paperwork. What she sent was a generic warranty that didn’t
  have our signatures or even our initials. I went out to the rite rug website and their website says there is
  a lifetime warranty. This is also the first time either my husband or I had seen the warranty.
  The chairs were in the house when the salesman sold us and measured for the flooring. The chairs
  were in the house when the flooring was installed. If they were a problem the salesman or the installer
  should have told us upfront. I don’t think we should be responsible since we didn’t receive the warranty
  until after there was a problem.

  

  Business Response

  Date: 04/05/2023

  We apologize for the frustration in this matter. The warranty is through the manufacturer of the product, the warranty is not through Rite Rug. We do carry a one year installation warranty however we do not warrant the product itself as we are not the manufacture. It is the consumers responsibility to obtain the warranty and care information for the floor.

  The document that was sent to sign was an out of warranty release form. It is our policy to have this form signed if we are performing a repair outside the one year installation warranty. It is not intended to take away any rights but to ensure that the homeowner is aware of any possible liability in the case of unforeseen circumstances.  

  Customer Answer

  Date: 04/14/2023

  I am rejecting this response because:their sales associates should know what could void a warranty.  We were told we had a lifetime warranty.  Why would we think it was through someone else.   That response makes me think all of Columbus should be aware of the deceptive practices of this business.  So now not only did the sales representative explain the warranty, he didn't explain it was another entity that owned the warranty.   I have no idea how WE should have known this at the point of sale.  

  If someone comes to our house, sells us an expensive product and tells us we have a lifetime warranty why would we think that there are additional hoops to jump through?  Their response makes me think of an evil clown laughing and saying I got you!! 

  Please advise if the BBB has additional steps to resolve this or if my next step is to go through to the attorney general? 
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:02/26/2023

  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.

  Date: November 2022-December 2022 (job incomplete)
  Amount paid: $10,562.90
  Additional costs I paid out of pocket for damage: >$1370
  
  1. I was initially told the job would take two days. The job took close to two months. The contractors lied about being present on days they were not at work. I have also been asked to pay an additional $1,000 for a machine rental that was used for 15-20 minutes that was never cleared to be brought to my home in the first place.
  
  2. The contractors damaged five walls in my home. They stated that they would repair the damage and repaint the walls. 1 wall was painted the wrong color and as of today, the remaining wall has not been completed.
  
  3. The concrete walkway was damaged due to the crew dragging the machine out of my home. My bed was moved around and missing bolts.
  
  4. The painter broke my toilet, which I paid out of pocket to repair. Steve Davis, the manager, stated that it was not his problem since the painter was a sub-contractor and wasn't directly hired by RiteRug.
  
  5. There are places around my home where the quarter round wasn’t nailed down or fit correctly. One piece came up and the nail almost stabbed my daughters foot. The crew also cut the linoleum in my laundry room which now needs to be replaced.
  
  Overall, my concern is that Steve D**** and the crew (led by Edgar – last name unknown) avoided repair for the damage to my home. I have had to pay other contractors to make the repairs that the RiteRug contractors, specifically Edgar, agreed to take care of. Additionally, if there are warranty issues with the current flooring, I no longer have a reliable company to call for repairs. (You will also see that I made a final attempt in December 2022 to Jim to have these repairs taken care of as Steve would not respond and Edgar kept lying about coming out for repairs and not showing up). I did not receive a response until mid-January, a month later. By that time, I had already made arrangements with other contractors.

  

  Business Response

  Date: 03/20/2023

  Athena our Customer Care Manager is working on resolving the customers issues. Final resolution should be by the end of the week.

• Initial Complaint

  Date:02/17/2023

  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.

  Rep is claiming warranty issuesAt no time prior was the warranty in question, now she's making up excuses for a faulty install by a third party, that didn't do the leveling as we were told would happen. I'd like to be contacted by someone that can correct this. There is a chair used in that spot perhaps 2-3 times a month. The inspector said that would not cause the issue the issue was caused by it being installed too tightly. Our sales rep at the time of sale said a 10 year warranty and that leveling would be done. We ignored the leveler because we were happy with how the floor looked but now we realize we should have spoke up since it's currently causing issues in our home.

  

  Business Response

  Date: 02/21/2023

  we have been in communication with the customer and have came to an agreement on resolving these issues.

  Customer Answer

  Date: 02/21/2023

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

• Initial Complaint

  Date:02/16/2023

  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.

  Over 3 months ago we had our carpet and tile removed from our main floor and upstairs and had them install luxury vinyl flooring. This was a $13,000 project! They sent one project manager who spoke English and the rest of the workers spoke Spanish. The project manager left after a walk through. The rest of the time we were left with workers that we could not communicate with due to the language barrier. We had 2 light fixtures broken, a baseboard busted, walls scuffed and scratched, a closet door that was damaged, they put stair nose on our stairs before the carpet was ever laid, they let debris go down the air duct vents, took off the plastic trim off the bottom of our cabinets in the kitchen and didn’t replace, then I don’t think there was a piece of quarter round put down correctly, they were either cut incorrectly or had huge scuffs on them to where they were no longer white, AND completely forgot to do a section of carpet in our master closet. So over the last few months they have sent multiple crews out to fix things, redo the stairs completely, completely replace the baseboard, a crew to touch up all the quarter round, had another come out to fix the bottom of the kitchen cabinets, another came out to put the carpet in the master closet, and then we had to go buy light fixtures and they reimbursed us for those. Not to mention while communicating with “customer care” not once did she seem sincere in the struggles we were dealing with and on a couple occasions messed up the scheduling to delay things even longer. I had to hold their hand through the whole project just to get things made right and to this day, we still feel they have not been made right! After I followed up again, I finally got someone who I thought might be able to make this right, for what was suppose to be a 2 day job that had turned in to a 3+ month project. Just to have this agent tell me she can’t give any compensation due to the contract and the best she could do was a $350 store credit!

  

  Business Response

  Date: 02/22/2023

  Per the contract that was signed we do have the right to make repairs. The contract also states that we do not compensate. I apologize for the frustration in this we were able to make all the necessary repairs. We are willing to offer an in-store credit

   

  thank you

  Customer Answer

  Date: 03/06/2023

  I am rejecting this response because: This isn't good enough. After spending 13,000 dollars with the company all they are willing to give us is $500 for all of our time, hassle, stress, taking time off work, having to have contractors in and out of our house, all the above. This company really does not care about their customers and does not care to make it right. I will never go back to Riterug and will always, always tell everyone I can about how horrible they were and to never use them for anything. 
  
  
  
  Regards,
  
  
  
  ****** ***

• Initial Complaint

  Date:02/10/2023

  Type:Customer Service 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.

  Rite Rug supplied flooring for a clubhouse restoration project in a community I manage (********** ** ******) after an ice dam damaged the clubhouse interior. Less than two months after installation the carpet panels started peeling back. We cannot get the account manager, branch manager or anyone to return either the association, my or the restoration agent's call. We just want the guarantee to be made right.

  

  Business Response

  Date: 02/15/2023

  We are scheduling the OI to go back to make repairs. This is
  a very simple repair I’m not sure who they were reaching out to before but this
  was never sent in to customer care. But we are getting it taken care of. I’m
  waiting to hear back from the customer if they have material on site and if
  they do I can get them scheduled if not I will have to order a box of carpet
  tiles

  Customer Answer

  Date: 02/16/2023

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

• Initial Complaint

  Date:02/09/2023

  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 Flooring replaced tile that had been deemed defective in our home. Our home was less than a year old and this was warranty work. Rite Rug was not an easy company to work with, they sent subcontractors who were sloppy, didn’t stick to the schedule that was given to us, did not clean up after themselves and were completely unprofessional. The tile they laid was also defective, they left cracked tile under our dishwasher, the grout lines are not even and some tile already has visible cracks. They did not clean up the inside our home, they left a pile of trash in our yard (including their take out food), left extra materials in our garage and left debris in our yard and all over our sidewalks. They also damaged doors, left knicks on walls, even some hardened grout on walls too. They didn’t take down the sheet plastic or plastic off the floors. The areas where tile and carpet met, they were sloppy, got grout on our carpet, and did nothing to clean up that mess either. When we called with concerns or complaints, we were spoken to rudely by the staff at Rite Rug flooring and told to call our builder. This company was one of the worst ones I have ever had to deal with, totally unprofessional and their workmanship is unacceptable.

  Customer Answer

  Date: 03/22/2023

  I am rejecting this response because: That is not a complete answer. I will accept the response when our situation is resolved and I have a satisfactory floor in my home. Also, there is no resolution for the damage that was left in my home or the inconvenience to my family. 
  
  Regards,
  
  
  
  ****** *********

  

  Business Response

  Date: 04/14/2023

  We are working with the builder to resolve this claim. - thank you

• Initial Complaint

  Date:02/06/2023

  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.

  Broken Edges/Wash Board Cupping - Floor is coming apart and dangerous to walk on. When I was sold the flooring I was told how durable and long lasting the product is. This floor is terrible. You can not walk on it without a piece of the floor catching on your foot. Some areas will cause you to trip. Rite Rug sent two different inspectors out and both said the flooring should NOT be doing this. They came out and took pictures 3 times and even took a moisture reading which they said was not an issue. I have attached pictures of the flooring as well as the response from the flooring manufacture. Rite Rug has been unwilling to provide me with a name and number of someone at their company I can contact. They are putting blame on manufacturer and manufacturer is placing the blame on Rite Rug. I just want my floor fixed and no one will speak to me. The attached denial letter provides the product ,the SQFT of flooring etc. Quality and Customer Service is terrible.

  

  Business Response

  Date: 02/23/2023

  We have contacted this customer and are working with her to resolve the issues

  Customer Answer

  Date: 02/24/2023

  They have offered to send an independent inspector out to view my flooring but I have not heard from anyone yet.  I will not accept any response until another inspection has been completed and the company has worked with me to resolve the issue.  Calling me and telling me that they are going to do something does not equal them actually following through with what they say they will do.   

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

  

  Business Response

  Date: 03/03/2023

  The independent inspector has reached out and scheduled with the customer