ComplaintsforRiteRug Flooring

• Initial Complaint

  02/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beware!!!! Bought our dream home that had pristine, high end white carpet that matches in every room there was not hardwood. We have two dogs and decided to remove the carpet and continue hardwood everywhere except the bedrooms. This included the stairs and upstairs hall. The flooring people thought it would be a good idea to cut the flooring for the stairs and upstairs hall in one of the bedrooms and run another saw outside for the downstairs. They ruined the carpets not only was there saw dust everywhere they decided to staple gun the carpet to the floor instead of using the transition strips. Every bedroom has hole in the doorways. I reached out to riterug went into the store and no one would make this right. I tried for months through their sales person Jessica and their store manager. Athena at their corporate customer service never calls back even the sales person tried to reach her numerous times. The guy who came out to look at the aftermath, Jamie, from riterug was in shock and took videos, said he had never seen anything like it. Yet nothing was done to make it right. 6k to replace the carpets in the bedrooms that they destroyed that should have never been touched! These carpets were almost brand new! Horrible job and even worse support to correct their mistake. THEY NEVER MADE THIS RIGHT

  

  Business response

  02/25/2022

  Rite Rug Company sincerely apologizes for the issues in this new flooring installation.  Our Customer Service Manager contacted the customer.  We scheduled a carpet cleaning on the spot in the existing carpet from sawdust.  We offered to schedule carpet repairs in the areas mentioned.  Our offer was declined by the customer since,  she already replaced the effected carpet with new carpet.  The request for "6k to  replace the carpets in the bedrooms" is declined since we were not permitted to correct these areas.   

  Customer response

  03/07/2022

  I am rejecting this response because: I tried for months to get this resolved we are almost at a year . I called the sales person, Jessica, went into the store talked to her and the manager, had a repair man, Jamie out twice they cleaned the one room and said it would not come clean and needed replace. They also took videos of the damage in the doorways with the holes. I called Athena numerous times. She never responded until I left the review. Her response was it was a crazy time at rite rug and she thought the one room had been replaced even if so there was three rooms that were damaged. No rooms had been fixed. She offered to have someone come out and look which had been done and after all the attempts I had to have this carpet replaced by another carpet company after months of trying to get this resolved. One room was full of saw dust even after cleaning. My daughter is asmatic and could not sleep in there. I have voicemails, emails, videos and pictures. It will only allow me to attach 4 here repair should have been made a year ago. 

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

• Initial Complaint

  02/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased carpet from rite rug carpet in Lancaster ohio on January 1 2022 and it was installed the last week of January. They installed the wrong color carpet and we immediately called the company and let them know their mistake as well as the fact that we were selling our house so this is a huge problem. They were to come out on Thursday February 3 2022, but due to weather they canceled on us and were very rude and disrespectful to my husband. My husband and I have been promised phone calls back and no one is calling us back. They did finally come back yesterday, Tuesday February 8 2022 with yet again the wrong color carpet. They are still giving us the run around on things, people are not calling us back and we keep getting pushed from person to person.

  

  Business response

  02/11/2022

  Rite Rug sincerely regrets and apologizes  the delays on this carpet installation.  The carpet manufacturer shipped  the incorrect carpet.  We contacted the manufacturer and requested they expediate the shipment, as soon as possible.  The installation will be scheduled as soon as we receive the special order carpet.  The request for compensation,  will be considered as soon as the carpet is installed.  

  Customer response

  02/12/2022

  I am rejecting this response because:they are continuing to make us wait for any kind of compensation after they have put us through all of this mess. They have been to busy worried about blaming someone else instead of making everything part of this right with us, including financially. They have cost us money, so expecting us to continue to wait for compensation is unacceptable.  
  
  Regards,
  
  ******* *****

• Initial Complaint

  02/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Carpet installed on Nov 18, 21. Firstly, the crew that came was a crew of two. I paid to have furniture removal but it was one male and one female and they could not do it alone and I had to help (again, I paid extra for this). They knocked down a shelf that was 6' up on the wall because they leaned a mattress against it, I questioned it and he said, it will be fine. It wasn't it got ripped out of the wall and broke and I have two holes in the drywall now. I was told this was my fault because all items should have been removed from the wall. I was instruct to have everything 4' cleared? The install crew stayed until 11pm, we get up at 5.30 am. When I complained, it was my fault for not calling the store (they close at 6pm)? There are seams everywhere. I went to the store and he told me they would go away after use and vacuuming and it was because I chose lighter carpet (as if this was the first time I have had carpet installed; it is the last from them!) They sent someone out 2xs to try to fix the seams. They basically roughed up the carpet and then cut it. It did not help. Sent this message to them on 2/7 with no response. It is not getting better as the manager of the Rite Rug said it would (making me feel stupid as if I had not ever replaced carpeting before). Over a week ago, 1/25/2022, a lady called and said she was closing out the case because you could not reach me. 1. calls made during business hours are subject to get my vm since I am working, as are you. 2. I do not typically answer calls from numbers I do not recognize (I am now alerted that you will be calling from a 614 area code). 3. No vm was left, how do I know to call someone back if there was no message. 4. no emails were sent stating anyone was trying to reach me. Anyway, when I spoke to her, she said you would be reaching out but I have heard nothing and this has been going on a long time already. 3 months without resolution is ridiculous after paying over $6000! 2 pics of seams but many more

  

  Business response

  02/14/2022

  Rite Rug's Customer Care Manager is working with the customer to resolve this complaint.  We offered a full replacement on the carpeting.  

  Customer response

  02/14/2022

  I am rejecting this response because: we are working to see what all the options are available. I am concerned with the time commitment it will take to box up all my belongings again to have it replaced (it is one of my busy seasons at work) and I did the renovations in phases. I am concerned about the wood surface getting damaged with furniture being moved into those areas for a carpet install. Waiting for additional information from the company to make an educated decision.
  
  Regards,
  
  ******* *********

  

  Business response

  04/19/2022

  This was to be a full replacement. The customer does not want to do a full replacement so we agreed to replace 2 rooms and offer a refund. The customer has accepted this solution and the material is on order

• Initial Complaint

  01/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On November 29, 2021 Rite Rug came to our new home to install new carpet in our upstairs, which is roughly 900-1000 sqft. They sent one individual to do the job & he was at out house for over six hours. The installation manager called my husband to ask where the Rite Rug employee was & whether "he would make it to the next job today", which we found extremely unprofessional & odd. After the worker left we discovered extensive damage on our newly painted walls, custom cherry trim, door frames, bannister, doors & into the drywall. Additionally, the carpet was not installed correctly & staples were exposed, the carpet was not secure & lifted in every single room and on the stairs. We had scratches on every single wall in every single room & hallway that the Rite Rug employee was in. Additionally, we had damage to the hardwood trim & doors in every single room in multiple locations. I immediately called Joshua M*******, the salesman we worked with & left a message. I received a call the following day (11/30/21) from another individual who said they would file a complaint. The next week I had multiple calls and emails with Joshua & Rite Rug and was informed that there were two different claims. 1. the faulty installation and 2. the damages. As such, they'd be handled separately. Rite Rug sent out another employee the following week to fix the carpeting & we were told we'd have the installation manager come out to inspect damages. Later that week I received an email saying that the claims were closed. I had to contact Amanda E***, the customer service rep to inform her we never received inspection & needed someone to come assess damage. I was told that the pictures & extensive damage that was done was considered "normal installation damage". We were offered $200 for damages on over $5000 worth of carpeting work. Based on the estimates, it will cost us at least $1000 to fix the damaged cherry woodwork, paint, and drywall in our home. We seek this amount for a resolution.

  

  Business response

  01/24/2022

  Rite Rug sincerely apologizes regrets the minor scratches and scrapes on the walls and baseboards during normal carpet installations.  As a policy adjustment, we authorized a reimbursement of "$200.00" on this issue.  According to the terms and conditions of our purchase order contract, item "12"  "Rite Rug Co. is not responsible for damage caused to furniture while it is being moved nor is Rite Rug Co. responsible for minor damage to baseboards and walls caused by normal floor covering installation."  

  Customer response

  01/24/2022

  I am rejecting this response due to the extensive damage that was done. There were scratches on every wall, in every room, all of our custom cherry doors and custom cherry trim. As mentioned, we have roughly $1000 worth of damage and need the full amount requested to fix the damage that was done. I am requesting the full $1000 to settle this complaint.
  
  Regards,
  ********* ******* ********

  

  Business response

  02/07/2022

  Rite Rug's offer of the $200.00 policy adjustment is still valid.  Rite Rug will also offer to hire a third party contractor that does not work for Rite Rug for his opinion on the damages.  

  Customer response

  02/17/2022

  I am rejecting this response because: it is not resolved
  
  Regards,
  
  ********* ******* ********

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is an addition to a complaint I filed on 11/17/21 against Rite Rug, to which they have not responded. This information was not included in the original complaint due to space limitation. In addition to installation issues of the 5 rooms of carpet, the quality of the carpeting is very poor. I was told by a Rite Rug employee that the carpet samples in the stores and that salespersons show customers often do not match the actual carpet installed, and that they have had many complaints. Additionally, they tried to blame me for the poor installation. I was told that the seams did not hold since I did not have my home over 80 degrees during installation. Then they said I should have chosen a dark colored carpet so the seams would not show. They initially said they could fix the seams, which I was going to allow; then they said they could not fix it; then they said they would try to fix it, which they never did. The persons they sent out did not wear masks or shoe covers, and they were unapologetic about tracking leaves and debris in my home on the "new" carpet. They have offered to replace the carpet, but I would have to move furniture and anything breakable, so they would not be responsible for any damages. I told them that I am not able to move my furniture. (There was no furniture in my home when the carpet was installed.) Or they would refund less than half of the over $6,000 I paid. Now they say I must accept replacement or else. It appears to me that they try to take advantage of the elderly, particularly women. I have told them several times that because of all of this, I do not want anyone from Rite Rug in my home again, and now I want a full refund. I do not want a replacement since the quality of their carpeting is so questionable, and I do not feel I can trust them around my furniture, which seems valid based on seeing other complaints against them. They have wasted a great deal of my time and caused me considerable distress.

  

  Business response

  01/06/2022

  Rite Rug sincerely apologizes and regrets the issues on this carpet installation.  We offered to replace the carpet with the same carpet or a reselection of another comparable carpet.  Rite Rug will move the normal furniture on either replacement.  This offer was declined by the customer.  As a policy adjustment, we offered $2500.00,  to keep the carpet AS-IS.  To date, both offers have been declined.  

  Customer response

  01/07/2022

  I am rejecting this response because: Rite Rug's response says that they will move "normal furniture".  What is that?  The RR Customer Service manager told me that I should move   anything breakable since they did not want liabilty for damages. This company has a history of refuting damage claims. My home was empty when the carpet was installed on 10/28/21.  They had lots of time to resolve this before I moved in, and they did not.  They have given me the runaround ever since. The quality of the carpet is also an issue.  It sheds constantly.  It is not what I selected.  A Rite Rug employee told me that the carpet samples they show customers often do not match the actual carpet installed.  Also, the persons they have sent to my home were very unprofessional. The $2500 they offered is an insult. I paid them over $6,000 for the carpet. I asked for a full refund.
  
  Regards,
  
  * ******

  

  Business response

  01/17/2022

  1/17/22   There is no change in Rite Rug's position, as stated in our correspondence dated 1/2/2202.  As stated in our contract, item #14: Installers will move furniture with the exception of: " All breakable items, knickknacks, plants, clothing, electronic equipment, or other valuable items not considered normal furniture."  We are not able to move grandfather clocks.  

  Customer response

  01/21/2022

  I am rejecting this response because: of the poor installation of the carpet, the poor quality of the carpet, Rite Rug's poor service, and the runaround they have given me since the carpet was installed. I was originally willing to accept a refund of $5,000.00 of the $6,083.97 I paid, but now, due to the continual delay and all they have put me through, I want a full refund. If I have to hire an attorney, I will also ask for legal fees.

  When they finally sent someone out after I complained about the split seams, he said that the carpet could be fixed - no problem. I agreed to let them fix the carpet. Then another 2 weeks went by before another person came out - who said it could not be fixed.  Then they sent another person out who said he thought he could fix it, but he didn't have the tool he needed, and then he didn't show for the next appointment, or ever again.

  The matter of what furniture they move and what they won't, should not even be an issue. My home was completely empty when they installed the carpet on 10/28/21.  One of the reasons I chose Rite Rug was because they said they could install it before I moved in on 11/22/21.  But they chose to wait until after I moved in to even try to fix the carpet.

  However, even if I let them replace the carpet, Rite Rug says the will not move my grandfather clock or items they consider "not normal". What is "not normal" to them? Who would move my grandfather clock? And if they decide some of my other furniture is "not normal", who's moving that?  I am a 72-year-old woman.  I am not moving furniture.

  The customer service manager told me that they do not want to move furniture because they do not want to be responsible for any damages they may cause moving furniture.  In reviewing all the complaints against Rite Rug on the BBB web site, it seems that it's fairly common for them to damage customers' property while installing carpet - and they fight all such claims. The customer service manager refused to give me the name of her manager.

  Furthermore, I do not want Rite Rug people in my home again.  They do not wear masks; they do not wear shoe coverings; and, they unapologetically tracked dirt and leaves in my home on the 'new' carpet.

  Additionally, they initially tried to blame me for the poor installation and their slow response to my complaint. They said that the seams did not hold in the carpet because I should have had the heat turned up in my home to between 80 and 90 degrees. when it was installed. Then they said I should have chosen a darker carpet so the seams would not show so much.  Then they said it was taking so long to fix the carpet because I was not returning their phone calls, which is not true.  Then a customer service person threatened to hang up on me when I complained about this whole mess.

  I also do not want them to replace the carpet because of the poor quality of the carpet.  Threads are continually pulling out of it - excessively - among other issues. Even if I chose another carpet, I would not know what carpet I would get. When I complained to a Rite Rug employee that the carpet they installed was a much poorer quality than what I chose, he said that he's heard that many times.  He said that sometimes the carpet manufacturing process is changed, but the samples in the stores and what the salespeople show customers are not changed. So, there is no way of knowing what will be installed. Is this a form of 'bait and switch'? Or is this just outright fraud?

  I need the full refund so I can replace the carpet.  It looks awful as is.  But I will not use Rite Rug for the reasons cited above.  Attached is a copy of the invoice; a diagram showing where the seams are split and showing (jagged lines); and if the system will allow, I will also include copies of my original complaint filed 12/17/21, and my followup complaint on 1/5/22.

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

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/20/2021 I authorized payment in the amount of $4,235.07 for all of my upstairs carpet to be replaced with Mohawk KingsCourt laminate wood plank flooring and for new carpet to be installed on my staircase. The material was back-ordered and we scheduled an installation date of 12/01/2021 after they "had the materials in their hands". So we paid movers to have all our furniture taken downstairs to clean the work area just to receive a phone call at 11:00am the day before stating they no longer had my materials and would have to reschedule to an unknown day. Where did my materials go?! Nobody had an answer. Mind you I had to pay movers twice now, to move all my furniture from up and down stairs to prepare for the floor install that didn't happen when scheduled. The installation was finally rescheduled and completed on 12/08/2021 and 12/09/2021 and we had immediate issues, the old linoleum was not removed in the laundry room as was requested (and paid additional cost for). We also noticed there are many locations throughout the new flooring with deflection and up/down movement when walked across, that should not occur. The laundry room linoleum was removed and fixed with laminate plank on 12/17/2021 and at that time the installers told us there was nothing they would do about the many locations showing far too much flex. The issue with this, is that the subfloor was not leveled before the flooring was installed. The flooring manufacturer requires the subfloor to be leveled to 1/16" over a 40" span. Failure to do this will lead to the planks failing (breaking) at the seams. RiteRug is telling me they are not responsible for the subfloor even though it an industry standard and requirement to properly installing the flooring (voiding my warranty). This was never disclosed at any point when I was given an "out the door" price. At this point, I would like a refund so I can work with a more professional company who can do the job right and with transparency.

  

  Business response

  01/03/2022

  Rite Rug contacted the homeowner, completed a walk through addressing the flooring issues.  New material will be needed to fix the problem.  The material is on order.  We will schedule a work day with the homeowner to fix the issues as soon as the material is in.  

• Initial Complaint

  12/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 13, 2021 I ordered Kardean Korlock Select flooring from Jamie at Rite Rug (**** ******* *** **** ** ******* ** ***** ***** * **** *** ******** **** **** ******* ** *** ***** ********** *** ** **** * *** **** *** ************ ******* *** flooring was finally scheduled to be completed on Nov 16, 2021. Problem areas: (Further explanation and Photo’s downloaded for your review on this site) The dishwasher panel they removed and reinstalled is now catching on my dishwasher door which will eventually break the door of my Bosch dishwasher - Needs fixed correctly and immediately as I use it daily. Original installer removed a white door stop behind the laundry room door and is now missing - Needs replaced. The original installer sawed away far too much wood from under all of my six doorways and it now looks like I have floating doorways. Caulking is not an option as that would look terrible and be high maintenance - The white doorway trim will now need replaced on all six doors. As stated above, a piece of shoe molding will need pulled out and mitered properly As stated above, two transition moldings will need to be removed and cut to fit correctly and installed. Desired resolution is to not only finish the job correctly, but to remedy every single item listed above and compensation for my wasted time and stress this job as caused me. Thank you for your assistance in this matter. ****** ******

  

  Business response

  12/29/2021

  Rite Rug's Customer Care Department tried to contact the customer by phone and by email to discuss and schedule repairs.  To date, there has been no response.  We will continue trying to make contact.  

  Customer response

  01/03/2022

  I have been in contact with Rite Rug, however they have not done anything to remedy these problems to date.
  Regards,
  ****** ******

  

  Business response

  05/03/2022

  ******* *****
  5.3.2022
  We will have our contractor *** ******** schedule with her to touch up the paint and to replace her paint that was used.
  
  

  Customer response

  05/04/2022

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

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  9/27 During installation of carpet a new bi-fold closet door, drywall and molding were damaged. My wife spoke with Jocelyn T* **** in Customer Care & she said a representative would come & inspect damage & take pictures. 9/27 Representative came and said Rite Rug would take care of everything. 10/6 Emailed Jocelyn with information on exact door to order. 10/8 Emailed information on door again because she said she didn't get first email. Asked her to let me know she had received it. 10/13 Called to make sure Jocelyn had received email since she had not responded. She got email & will send to purchasing dept that day. Asked her to let me know when door had been ordered. No response. 10/18 Called to check status & was told door had been ordered. Jocelyn will check status & let us know. No response. 10/25 Called Amanda, Jocelyn's supervisor. Said door was ordered on 10/18. She will check status & let us know. 11/1 Called Amanda who said door was in. She had told Jocelyn to call & schedule time for someone to pick up paint for door from us. She had not called. 11/2 They need to find someone to fix drywall. 11/19 Left message for Amanda. 11/22 Left message for Amanda. 11/23 Jocelyn called & said they're working on getting the door painted. 12/6 Talked with Larry, Assistant Store Mgr. who said he'd check with mgr of Customer Care & call back. Never heard from him. 12/7 Left msg for Larry. 12/7 Talked with Rick L****, Store Mgr who said he'd find out what was going on and call back. Never heard from him. 12/9 Left message for Athena, Mgr of Customer Care. Never heard anything from her.

  

  Business response

  12/20/2021

  Rite Rug Customer Care is working with the customer on the damages.  The painter currently has the doors for painting.  As soon as the painting is completed, we will schedule an appointment to install them.  We sincerely regret and apologize for the damages incurred on during the installation.  

  

  Business response

  02/01/2022

  The customer has had the door repaired and forwarded the invoice to our  Customer Care Department.  As promised, we are refunding him the amount he paid.

  Customer response

  02/01/2022

  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter purchased her first home for her family of four. The flooring was not in good shape. For her first Christmas I funded part of new flooring and she purchased the rest. Unfortunately, in December of 2020, trim pieces were missing and had to be ordered. In February she purchased a new refrigerator and realized that there was a section in the refrigerator space that was missing the new flooring. I called Rite Rug customer service and was told the strips were backordered and the spot under the refrigerator would be fixed at the time that trim pieces were installed. In May 2021, I was told the trim pieces were on back order. During calls in June 2021, I was told the customer service request had been deleted as “staff assumed it had been taken care of”. We were again told the pieces would be ordered. In August 2021, a date was set to fix the issue. That date of the repair saw no repairmen and the customer service agent shared that the pieces had been taken to another site. There was an apology for not alerting me so that I did not have to take off work. Another date was set in November 2021 to replace the 3 trim pieces and the spot under the refrigerator. Repairman came but did not have the trim piece for the hallway to the bathroom. As a result of their work, the new flooring is starting to buckle up. They also did not repair under the refrigerator. Many, many messages have not been returned by customer service. We have spoken to *****, ****** and ***** in the Wyse Road, Dayton, Ohio location where the flooring was sold. They either referred us to Columbus customer service, simply apologized or submitted an email to customer service on our behalf. I have spoken to ****** **** a number of times. She has not responded to my last 4 calls. In October, ****** said she would talk to a supervisor to make some financially reconciliation for “our troubles.” Another ****** tried to help but passed the ball back to ****** **** as she “was the initiator of the original co

  

  Business response

  12/06/2021

  Rite Rug's Customer Care Department contacted the customer.  They scheduled an appointment for 12/10 to reevaluate the issues.

*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. ↩