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:01/27/2023

  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.

  Ongoing problems since June 2022. Still working on trying to get issues with tile installation/warranty servicing from company. I have had multiple missed days of work sitting waiting for someone to show up over the span of these last few months. The time they showed up, they brought the wrong tile. The time after that, they showed up to the house, hung a sign on the door without knocking and left. I've done everything possible on my end to make this process easy for the company. Asking for them to knock and ring the doorbell, to call to confirm they're en route. 4 hour windows of waiting for no one to show, for someone to leave a hanging door sign saying we missed you. I called the number provided on the hanging tag and no one answered. Or returned the call. The point of contact for rite rug Adamaris is hard to contact, I've left messages on a couple of occasions with no return. I have to keep calling in again and again to try to get this issue resolved. And yes, with the back snd forth that this company has put me through we are past the warranty window. YET, if it was handled at the time we initially set everything up, it would have been within the warranty period and the company's negligence and inefficient scheduling practices have caused significant delays. I was told that the point of contact adamaris has no way to ask the installers to knock or call, so I asked how does anyone contact these installers to relay the message so this can get finished, and the answer is the installation manager. When asked to speak to the installation manager, it's a no. It's difficult to deal with office personell with unpleasant manners and inefficient communication between different departments. Some training would be helpful for representatives.

  

  Business Response

  Date: 03/12/2023

  all issues have been resolved with the customer

• Initial Complaint

  Date:01/02/2023

  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.

  We had luxury vinyl floors installed in October of 2019. They looked great. 1 piece was slightly off so I called them to come fix it. They cane out quickly and replaced 1 piece of flooring. All was good for a couple months when that replacement piece began to separate. I had called them to have someone come out and they told me it was covid and they were very backed up because of it. No big deal, I understand. Finally someone came out and unfortunately we missed the appointment with a family issue. I called them immediately to reschedule and never heard back. Waited til Covid ended and all was safe. I called back and was told warranty is expired and I would need to pay for repair and an inspection for the repair. After talking to flooring guys they all said the same thing, more than one piece should have been changed in the first place. I talked to Rite rug who waved the inspection and concurred the locks were broken. They want to charge me $125 to have them come out and fix an issue they created. I just want the flooring repaired as now another piece is coming apart. I also believe the flooring itself has a 10 year warranty so if it is a lock issue either the flooring is bad or they made a faulty repair.

  

  Business Response

  Date: 01/09/2023

  Customer will be contacted to schedule repair. We will waive the charge even though the install is well out of warranty.

• Initial Complaint

  Date:12/05/2022

  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.

  Rite Rug did a terrible job installing the carpet and flooring in my new home. There are many extremely visible seams in several rooms and areas of the home, and our LVP flooring was cut extremely short, which now has led to large gaps in our flooring. When we initially reached out for repairs, someone came for the LVP(once but there are still ongoing issues from the boards being too short) but the carpet teams have now no-call, no-showed for 2 separate repair times. We have reached out to them several times, and they have not come to make the repairs.

  

  Business Response

  Date: 12/08/2022

  An inspector has been scheduled to go out to the customers home on 12/13. Any services that are needed will be scheduled after inspection.

  Customer Answer

  Date: 12/09/2022

  I am rejecting this response because: this is only an inspection. I will not accept a response until the work is done to correct the issues. They have done other inspections and then no one shows up, so this should remain open until they take steps to correct the issues. 
  
  
  
  Regards,
  
  
  
  ******* ******

  

  Business Response

  Date: 01/17/2023

  This has been resolved with the customer. All repairs are now complete.

  Customer Answer

  Date: 01/18/2023

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

• Initial Complaint

  Date:11/29/2022

  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.

  We have been in contact with rite rug with concerns of our brand new floors coming apart and peeling not long after they were initially installed.
  
  We contacted them again in June of 2022, expressing concerns that the floors were getting worse. We sent pictures, emails following up with the status and they finally sent an inspector to the house. He said it was a major issue and would be replaced.
  
  We were then told another inspector was needed / requested by the manufacturer. This process also took a considerable long time in which we were told “they can’t get ahold of them”.
  
  The 2nd inspector finally came to our home on November 8th. It has now been 3 weeks and in total over 5 months from our second complaint / request to have our floors fixed.
  
  We were told we would get weekly updates until the issue is resolved, we have not. We’ve been told this issue has been made aware to a manager and the floor manufacturers owner. We were told that the manufacturer no longer makes the floors we have & to go inside a rite rug and choose a comparable replacement. We have done everything they have asked and yet our floors still remained unfixed. 5 months later.
  
  We just want this issue resolved. They run all throughout the first floor and upstairs hallway/ loft. We have 4 small children who have scratched their feet on the floors. We needed to buy a big area rug just to be able to use our dining room without our feet/ chairs catching on the pieces coming up.

  

  Business Response

  Date: 11/30/2022

  Replacement of the floor has already been approved and a reselection letter has gone out to customer.

• Initial Complaint

  Date:11/25/2022

  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.

  Approximately a year ago I started the process to have my flooring I purchased from Riterug to be replaced as it is defective. Riterug admitted to me from a customer service representative named Ashley C****, that this brand of flooring we purchased (standup vinyl plank) was problematic and the manufacturer usually didn't honor any factory warranty. Riterug sent an inspector and they determined it is in fact defective and has a "cupping" issue making the edges of each plank bow up in various areas or the house. No humidity or water damage has occurred and the inspector found this to be true as well.
  
  Riterug has offered a solution in the form of the document I have provided. It does not provide enough money or instore credit to replace or come close to what I spent on the flooring (standup) that needs to be replaced. They only have flooring at the store that will cause me to spend more money out of pocket for the replacement.
  
  I belive I spent over $5000 on this standup flooring that needs replaced. This would include installation and tax. They are only offering me a price of $2,637.95 total. Again they have nothing In the store that I can select that is that price to replace my defective flooring.
  
  I'm wanting the flooring replaced with at the very least an equal but not defective quality flooring. They dont have anything they can offer me without me having to spend more money. This is unacceptable for me and my family.

  

  Business Response

  Date: 12/02/2022

  Mr **** was offered 2,79sf for replacement. It is our understanding he has found something that was slightly over his allowance at 2.99sf. If that material is acceptable, he can have it at no additional charge.

  Customer Answer

  Date: 12/20/2022

  I have picked a flooring out as a replacement.  I spoke with a Tina T***** at customer service for RiteRug. Her phone number is *************  She claims the centerville store had it in stock but was waiting for step covers that match to be ordered and shipped. This has been over a week ago. Tina T***** said she would contact me within a weeks time, it has been a week. I have NOT recieved any calls or emails. I have tried to contact her today with no success.

   I'm hoping she will answer or contact me today with good news.  As of now I dont have a new flooring, no set date for install/ replacement and no updates.  

  

  Business Response

  Date: 01/09/2023

  Customer has been contacted and updated. We are hoping to install replacement floor the week of January 15th. We are just waiting on trim that is being stained.

  Customer Answer

  Date: 01/17/2023

  I didn't want to agree or disagree with the proposed offer from the business yet.  It's been going on for several weeks now since we selected the new flooring material and Tina T***** tries to stay in touch with me every Monday. Today's update is they are still waiting for parts to be stained and/or arrive.  Estimated the 25th of January.  We were originally told the week of the 15th. 
  
  At this point my patience has worn thin. I'm holding out hope riterug will come through and fix this but so far I just keep getting excuses and still the floor hasn't been replaced. In fact areas of the defective floor have gotten worse and it's difficult to walk on those areas now.  
  
  Thank you,
  ***** ****

• Initial Complaint

  Date:11/22/2022

  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 spent over $10k on flooring with Rite Rug. They made warranty repairs and admitted fault. The repairs they made are coming undone again and again. They have admitted again they cut the flooring to short and did not glue the floor down properly. The employees keep telling me they are only doing this because they are preforming a courtesy for us. They keep saying the original flooring is out of warranty even though these are from the repairs they made and admitted failing at the original installation. I want to state for the record missing work and money to keep trying to repair faulty installation is not a courtesy to me or my family. You own us money back for the inconvenience and the covering up of your mistakes. You should replace the whole area and not try to patch my carpet. I don’t want to hear you say after three months that my carpet patch is out of warranty because it was originally in stalled over a year ago. I don’t want you to call this a courtesy. I don’t want an employee to put me on hold and cut me off mid sentence. I also, don’t want the employee to tell me the manager will not speak to me because he doesn’t talk to customers directly. This has been a terrible experience and now want reimbursement and replacement of the area affected.

  

  Business Response

  Date: 11/30/2022

  We have offered to make various repairs to the customer even though he is out of his 1 year Installation Warranty. We have also offered to replace the Living Room as a courtesy since he is out of warranty. He has declined this as well. Our offer to replace his Living Room is still good.

  Customer Answer

  Date: 12/01/2022

  I accept the business's response to resolve this complaint. I do want it recorded that your initial repairs were within the warranty time frame and also documented afterwards by your own company that the repairs we not done well. The carpet was cut too short and the transition was not installed properly. Stop referring to this as a courtesy. Nothing about this is you doing me a favor. It’s more acceptable to say an inconvenience and just apologize. If you would worded it like that and treated me with a little more respect (putting me on hold mid sentence) I would not have filled with the BBB and would have just taken the repair again for a third time.

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

• Initial Complaint

  Date:11/08/2022

  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.

  I got an estimate to get a floor put in our kitchen. The kitchen is roughly 10 x10. I had scheduled everything through email and the work was completed in May. I contacted the person I had been dealing with because there are air bubbles on the floor and I have been trying to get him to send someone out to fix it. He told me I needed to pay first as I did not have anyone ask for a check before they started. After going back and forth with a few emails, I sent in half. The full amount was 900 bucks but with most home improvements, you pay half at the start and half when it is complete. I sent in 450. It was cashed and all went radio silent with him. I kept receiving an invoice in the mail for a few months that was including a service fee. After leaving messages and not getting a return call, I googled customer service and got a hold of them and explained my situation. The initial contact was a Friday. They said by Monday someone would contact me. They did not. I waited a week and called customer service again. They said they would open a case. I waited a little bit and asked if they had found anything out. I then got an email saying they didn't have my address or email. I sent pictures of the floor which they asked for, although you could not see the air bubbles, but you can feel them. I sent my address on 10/25. I waited until 10/30 and asked if anything had been done or resolved and I have still not heard anything 9 days later. I want my floor fixed so we can sell. If not, refund

  

  Business Response

  Date: 11/11/2022

  Our customer service department has reached out to this customer and we have scheduled an inspection for 11/15 to determine how best to rectify any problems.

• Initial Complaint

  Date:11/01/2022

  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 have had nothing but flooring issues since the day we bought this home. First faulty flooring was installed prior to closing. They laid new flooring over the existing. The new floor began to separate and RiteRug deemed it was their error. My floor was then replaced with the current flooring which is peeling, cracking and per the manufacturer it’s discontinued. Multiple owners with the same exact flooring are having issues. I was told by Lisa S******* that my mill claim was approved and was even sent samples. Now I’m being referred back to the builder side without any explanation. It’s been weeks without any resolutions. My first contact with Lisa was early may and here we are in November without doing what I was promised. It’s just not fair and the customer service is awful. I have never been treated so badly and this isn’t even my fault.

  

  Business Response

  Date: 11/07/2022

  We have been told by the builder that customers in this subdivision need to refer to their Warranty info from the builder.

  Customer Answer

  Date: 11/07/2022

  My floors were already approved by Rite Rug to be replaced due to a mill claim. Lisa S******* has been my contact since May and even sent me samples to choose from. The flooring issue has nothing to do with the builder. These floors were replaced outside of warranty due to rite rug installing flooring over faulty flooring. This is not a ** ****** issue. The issue is rite rug installed faulty LVP that has been discontinued due to the amount of claims. ******** ******** and **** ******* have the same issues so it’s not the builder. Since it’s in righting that it was approved it should be honored.
  
  Regards,
  
  ******** *******

  

  Business Response

  Date: 01/09/2023

  We have received the paperwork back from Ms. Britton... The check has been cut and will be to her as quick as the Post Office can get it to her.

  Customer Answer

  Date: 01/09/2023

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

• Initial Complaint

  Date:10/21/2022

  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.

  July 26, 2021 reached to Bob L*** about foundation not being level and to inquiry about what issues that would create later. Standing water was in certain places. Bob said it wasn’t an issue. The concrete doesn’t need to be perfect but within a specific tolerance and we can discuss at my pre-drywall meeting. Besides you mostly have carpet so it shouldn’t be any issue. Pre-dry wall meeting on 12/6/21. Bob was out with Covid and had Kate D*** fill in for him. She was not knowledgeable and could not answer any of my questions. Once floors were installed in the kitchen and foyer you could hear flapping as you walked, kind of like someone with flip flops. Mentioned this during my walk thru on 2/15/22 and was advised by Bob this was normal because it’s a floating floor.
  I paid an additional $2,700 to upgrade my floors so I wasn’t expecting to have any issues.
  Around May 2022 my kitchen floor started coming up. I submitted a ticket to *******. Rite Rug is their vendor. A representative came out around July 21, 2022 and recommended a floor replacement. ******* and Rite Rug were not in agreement so a second opinion was required. Thom C****** from Rite Rug came out and provided the same recommendation. At that time I requested a supervised install and he agreed.
  I was scheduled for the replacement on 9/6/22 at 8 a.m. Around 12 pm no on had arrived yet so I called Jada W********* she said if they aren’t there by 1 pm call her back. It was after one when they arrived and no supervisor was with them. The guy started asking me about what they were supposed to do. As he was talking to me 3 other guys started bringing the flooring in. I noticed it was a different floor so I called Jada back and explained. I also asked where the Supervisor was. She said Thom C****** was here waiting for the installers to arrive. I said that’s not true I’ve been working on my porch all day and no one was here. Then she switched it to oh he just rode by because he didn’t see the installers yet and he needed to get to his next appointment because the first job ran over. I reached out to ****** ******* with ******* and told him about what happened and asked if he could be present once the install was rescheduled. He said he would try but didn’t know what his schedule would be like. I didn’t hear anything from Rite Rug so about a week later I followed up with Jada. Who accused me of refusing an install and pointing fingers about the flooring being wrong. Said she ordered the correct floor and I must have faded floors with whatever cleaning products I used. Now they are refusing to return my calls. My kitchen floor is coming up.

  

  Business Response

  Date: 11/02/2022

  Rite Rug has agreed to replace the floor as a courtesy. The replacement is scheduled for 11/3/2022.

  Customer Answer

  Date: 11/05/2022

  I am rejecting this response because: Rite Rug installers did not show up to replace my kitchen and foyer floors. I sent emails and made several phone calls with no explanation or reason for not show. Plumbers came out disconnected toilet, appliances and sink.  Later that afternoon close to 4 pm Jada responded to email with no update or to reschedule the install, immediately. other than she reached out to a manager. Said to call plumbers back to reconnect things.  Friday I heard from no one. Plumbers reconnected my dishwasher and now it’s not working. Guy came back out to check it and said they didn’t due anything to it. It’s not even a year old and was used nought before. I don’t want to call to repair it until the floors have been replaced. Once again poor experience and no communication. I took a whole day off work for this.
  
  Regards,

  
  
  ***** ****

  

  Business Response

  Date: 11/11/2022

  This customer is having flooring installed today 11/11/2022, that should resolve the issue.

• Initial Complaint

  Date:10/13/2022

  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.

  It has been a miserable experience working with this company. First, the sales rep tried to talk us out of purchasing a certain foam matting that goes under the carpet because he thought we couldn't afford it. Then when they arrived to install the carpet, they didn't remove the original flooring (which was apart of the job). Why is that a big deal? Well, we couldn't put our doors back up because now the carpet is too high. The doors won't latch to the hinges. They also destroyed our house putting the carpet in. Scratched up our baseboards, poked holes in the walls and busted off closet doorknobs. Did they repair this stuff while they were there? Of course, not. That makes too much sense. We had to call Rite Rug and complain. Did that help? Of course it didn't. Rite Rug instead had a customer service rep contact us, named Ashley. All she did was apologize and say that a Rite Rug inspector (Whatever that is) would come by and take pictures of everything and come up with a reasonable solution. Did they show up? Nope. Once, calling Ashley, who is not equipped to alleviate this situation. She said someone will come out to shave the doors. No one came. Someone will come look at the carpet. No one came. Ashley, from Rite Rug, said that we would get the correct foam padding installed. But, Rite Rug just ordered the same old padding that we already had, not the nicer padding that we wanted. Incompetency at its finest. Finally, two guys from Columbus, Ohio (not even from Rite Rug) came yesterday (12 Oct) to "take pictures" of the carpet. They didn't even really understand why they were even there and why didn't someone from Rite Rug come. Who knows, and at this point who cares. I have been putting up with this company since August and I'm done. I want a full refund. 100%. And I will not accept anything less. I also want a formal apology from Rite Rug and an apology from the sales rep for treating us like poor people.

  

  Business Response

  Date: 10/17/2022

  We installed carpet for this customer. The customers
  existing floor was laminate which the sales rep had rip up on the order but the
  installers did not rip up. Which caused the issues with the doors. The sales
  rep had refunded the customer the cost of rip up. Then Ashley began working
  with the customer, The customer is stating she was supposed to get a higher end
  pad. We no longer order the regal pad so the commander pad that the customer
  received is the highest upgrade of pad.
  
  Due to the existing floor not being ripped up it caused
  other issues with the height of the floor and a transition couldn’t be
  installed and there was also a tripping hazard according to the customer. we
  talked to Mandy and she said to go ahead and have them do the rip out of the existing
  floor and put the carpet back down even though the customer was refunded for
  the rip up. When we went out on the 12th the customer refused to let
  the installers do any work. If we pull up the carpet and laminate and put the
  carpet back down that should relieve any issues with the height of the floor
  and the doors needing shaved.
  
  

  Customer Answer

  Date: 10/19/2022

  They are claiming that I refused to let the installers fix the issues on the 12th? The installers just took pictures of everything and left. Unacceptable. The response from the company is very disappointing. The damages made were not even responded upon. 

  We are not accepting this response from the business. They need to be held accountable for their mistakes. 

  **** *****

  

  Business Response

  Date: 11/17/2022

  We have contacted customer. They have had a death in the family. We will make contact next week. We offer our deepest condolences to the ******.