Potamkin Cadillac-Buick-Chevrolet-Geo, Ltd.

Rite Rug Co turned this complaint over to the flooring manufacturer, [redacted] for their evaluation/decision [redacted] contacted an independent, certified inspection service and the manufacturer is evaluating samples on this flooring As soon as we receive the results of the reports we will forward them to the homeowner and to your office

I am rejecting this response because: This should have been completed in one day as agreed in contract As I result of the delay, I've paid payments towards the bill on an unfinished product and have to take more time off work the business has yet to address my complaint the next day as the installer chipped freshly painted walls that had to be redone As mentioned, I called and spoke to riterug asst manager [redacted] and Manager [redacted] regarding the damaged walls and sent photos of the damage and nothing was done other than an apology This is not acceptable Regards, [redacted] ***

I wanted to send you an update on this complaint Rite Rug worked with the flooring manufacturer on the issues in this flooring They have agreed to replace the flooring with the same material Our Customer Service Department will contact the homeowner to schedule the replacement

We have worked out a compromise with the [redacted] concerning their carpet issueRite Rug will replace the carpet in the bedrooms to the color that the customer prefers, and the customer will keep the existing carpet in the den that was installed initiallyThis should all be completed by the end of next weekWe are also having the customer sign off that if the color does not match, any further color changes will be at the customers expense

Rite Rug sincerely apologizes and regrets the installers broke the toilet seat cover and lamp shade. Our Customer Service Manager reached a mutual agreement, with Ms*** for reimbursement of "170.99" "in consideration of the damaged lamp and toilet seat lid and
inconveniences". Rite Rug sent Ms*** a standard "Release of Claims" form on January 30, 2015 to process the reimbursement. Rite Rug's company policy requires a signature on this form to proceed with the reimbursement

Rite Rug Company completed the trim finish up on this job on 11/4/ We do not have a policy for compensation due to delays In the matter of the "damaged walls" Our purchase order contract states: " Rite Rug Cois not responsible for minor damage to baseboards and walls caused by floor covering installation." The photos that were sent by Mr*** to his sales representative do not show any damage to the walls

Rite Rug sincerely apologizes and regrets the inconveniences on this job finish up. Our Customer Service Department contacted the customer and scheduled the finish up on the transition strips for October,
Thank you for allowing us to address this matter
Sincerely,
Barb R***

Rite Rug Company sincerely regrets this flooring material was defective from the manufacturer, ***. The customer is working directly with the manufacturer, *** to resolve the issues on their selection

I am rejecting this response because: We have sense paid to have this repaired, due to the fact we were afriad of falling and safety issues, we have bought from Rite Rugs many many times in the past and will be purchasing more for another room very soon, it will not we Rite Rug, their installation policy of only standing behind if one year is not accepable to me We did hire someone to come and power stretch it and it is great, I am sorry they do not honor their installation, they have lost us as a customer and anyone else I have the opportunity to advise of their shoddy pratcices We did not recieve a voice mail with this offer so I have no idea what they are talking about, lesson learned Rite Rug is not reputable.
Regards,
*** ***

I am rejecting this response because:Attached is the signed form I sent back to them along with the unsigned form they sent meI signed and am willing to release the company of all further liability BUT their form includes a section that is above and beyond the "release of claims"This section says that if I share my opinion of Rite Rug (good or bad) their company can come after me legallyThis statement has nothing to do with a release of claims. I also added a note because while they said in paragraph that the "Release of Claims" form has nothing to do with warranties of their work and product the last paragraph states they (Rite Rug) are released of ALL LIABILITIESI'm afraid if I sign this and have a warranty issue I will be out of luck in the next months should an issue ariseWhen I spoke with a manager last week (he called me after I posted a review on their Facebook page) his responses were we can't change the legal part of the form because it's created by their lawyers, this form is under review and that "I ***'t understand how much social media" hurts a company. Again this section has NOTHING to do with releasing them of their liability for any further or previous damage they caused in my home therefore I crossed it off and signed their formI also would like my floor cabinet to be fixed completely
Regards,
*** ***

I will be more then happy to send the pictures to youCan I send them directly to your work cell phone? the concern is not just the wall but the floor. The carpet was not cut correctly, forcing us to have a transition piece put in - something we did not want

Tell us why here... Rite Rug's Customer Service Representative contacted the customer. Our position on this matter is: since there were no witnesses they need to file a police reprt and contact their insurance company. The flooring installer, claims they did not
damage this vehicle. The customer was given the installers name in case their insurance company wanted to contact him

Rite Rug cancelled both sales and submitted 100% of both refunds IN FULL to the customer's GE credit card on 4/2/

Rite Rug's month installation warranty expired 10/24/2014. The flooring industry does not require carpets to be power stretched on installation. Some carpet cannot be power stretched due the the type of carpet backing. As a consumer goodwill gesture, Rite Rug will
offer the customer a discounted repair price. Our Customer Service Manager contacted the customer on 3/2 and left a voice mail message will this offer

The carpet "snags" are not manufacturer or labor related warranty issues. The snags in this carpet are caused from the customer's vacuum with a beater bar and the moving/dragging of chairs, tables and large bifold walls across the carpeting. Rite Rug's Customer Service Department
repaired snags on several occassions, at no charge to the customer. Even though these were not warranty issues.
We are enclosing a copy of the carpet manufacturer's carpet warranty for your review. along with a copy of the letter from our office to "*** *** *** ***" dated August 1, as follows: " (via email scan)
"Rite Rug has agreed to make repairs to snags in the carpet at *** *** *** *** *** ***. However, it was determined at the time of the last repair on 2/12/that the snags were being caused by a vacuum with a beater bar and metal chair legs without phelt. Any future repairs to snags in this carpet will be billable." " By signing this form you understand and agree that Rite Rug does not warrant this repair and future repairs to snags will be billable." " Signature" " *** **" "Date 8/04/2014"
There is nothing further we can offer since the issues are not warranty related

I am not surprised by the brief and generic response to my detailed complaint. Given Rite Rug's past disregard for my time and convenience, I have come to expect little from them and it appears that this is no different.I have wasted too much time and money on Rite Rug and I will not exhaust any more of my valuable energy on a company that displays such incompetence. I will treat this as a lesson learned and hope that by sharing my experience I can save other consumers from similar frustrations. Thank you, Rite Rug for reaffirming my low opinion of your customer service through your trite excuse for an apology
Regards,
*** ***

I am rejecting this response because: I want to have all charges canceled, then I would accept the agreementThank you!
Regards,
*** ***

Rite Rug's Customer Service Department contacted this customer on 12/23. Carpet is on order to complete this job on the stairway and we will repair the damages to the stair treads

12/29/2014: Rite Rug's Customer Service Manager spoke to Mr*** on 12/and reached a mutual agreement on this complaint

4/1/2015 As a consumer goodwill gesture, Rite Rug will agree to send *** *** a revised "RELEASE OF CLAIMS" form. This will be for the original amount and we will not be liable for any other damages that came up after the fact. This is what Ms*** originally agreed on.
Stating as follows: " I, *** ***, hereby acknowledge receipt of the following reimbursement of $170.90. One Hundred and Seventy Dollars and Ninety Cents in settlement of any and all claims or complaints I have have or may have in the future against Rite Rug company arising from flooring installation inconveniences at *** *** *** *** *** *** ***. This does not affect the installation and/or product warranty on the product we have installed."
This adjustment will be processed on receipt of the revised "RELEASE OF CLAIMS" form