Potamkin Cadillac-Buick-Chevrolet-Geo, Ltd.

Rite Rug completed this installation.  We sincerely apologize for any delays.

6/7/2017    Rite Rug sincerely apologizes for the issue on the special order stair trim piece.  Our Customer Service Department along with the salesperson have contacted the customer on resolving this matter.  We currently have another stair trim piece on order from the...

manufacturer.

Rite Rug's Customer Service manager contacted Mr. [redacted] to discuss the issues on this installation.  Rite Rug will hire an independent, certified inspection service to evaluate the installation issues.  The inspection service will contact the customer directly to schedule an appointment.  Results of this inspection will be shared with the customer along with your office.

Rite Rug Company's Customer Service Manager spoke with Mrs. [redacted], regarding the issues with this carpet installation. We have reached a mutual agreement to replace the carpeting.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Quarter round molding will be installed to conceal the boards cut short - any additional areas that is not conceled by quarter round will be recut and replaced in order to complete a professional install. Failure to complete this work in 10 days will reopen the initial compliant.

The flooring contract was with [redacted] & Rite Rug.   Rite Rug contacted the homeowner, we will schedule the carpet repair with [redacted]  At a mutually agreed on date.

I am rejecting this response because: the salesman lied to us multiple times, but the company has no concerns about that.  The salesman yelled at my wife and had to be asked to leave and the...

company as no concerns about that.  The salesman caused us to come back to Ohio in January (unplanned) and incurred additional expenses, but they have no concerns about that.  In essence, this company has no concerns about the customer at all.  The company refuses to make good on the rebate that the salesman lied to us and said existed.  The only comment from the company is they are sorry it didn't exist.   
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.

This  flooring was purchased in October 2010, and installed November, 2010.  Rite Rug's 12 month labor warranty on this floor expired Novemebr 2011.    Any future repairs will need to be on a billable basis since the warranty expired.  Improper humidity levels in a...

home can cause the laminate boards to seperate during the colder seasons.  This is considerated an enviroment issue and not covered under any warranties.

Rite Rug Company has been in contact with Mr. [redacted] , by phone and email on this flooring installation.  He informed our office on 11/5 :  "The installers did a great job, everything looks great and we are very happy".  "We are very pleased with the outcome of the floor,...

and we would have these installers do a job for us again."

That is correct. The release form that was sent by Rite...

Rug includes wording that not only releases liability for the entire floor, which is outside of the scope of the water damage, but it also nullifies the warranty that was sold with the product. That means that in order to receive the compensation for the damage that occurred, compensation that was already approved and promised on December 14, 2016, I would need to sign away not only any rights I have to liability for future issues related to the installation of the floor, but also waive any product and labor warranty that is currently associated with the flooring. If Rite Rug wishes to change the waiver to state specifically that the only waiving of liability will be that of the toilet and associated water damage to the first floor, and if Rite Rug removes the wording that negates the existing product warranty, then I would be happy to sign. It's not like I ever intend of using this company again in the future after this debacle.   Should this issue not resolve through the Revdex.com, I fully intend on filing in small claims court to recuperate not only the plumber expense at issue here, but the additional expenses, such as lost wages from both myself and my wife, associated with numerous appointments with both the plumber and Rite Rug. This case will no longer be settled for the sum of $285, but will cost Rite Rug significantly more. I have in no way, shape, or form filed this complaint to procure additional money but if I need to spend additional time and funds to recuperate this expense, I will certainly do so.   It should also be noted that not once during the entire matter at hand has the service manager or store manager contacted me. Why this needed to escalate to the point that I file a Revdex.com complaint to receive any feedback is obviously indicative of the poor level of service this company puts forth to resolve customer issues.   I look forward to resolving this matter.
Regards,
[redacted]

To my understanding, Rite Rug has offered to make a full refund with out any penalties, for all payments made towards the...

purchase and installation of wood flooring.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Please let me know if there is anything else you need from me.  I would like to know when I should expect to receive the refund.
Regards,
[redacted] ###-###-####

Rite Rug's Customer Service Department is currently working with  Ms. [redacted].  Today,  is the scheduled pick up of the unused materials.  We will issue a refund of $209.00 for the returned materials along with a refund of $200.00 for inconveniences.

Rite Rug will offer, as a Consumer Goodwill Gesture, a full credit towards the replacement/reselection of this flooring.  We regret the customer was not satisfied with the "high gloss floor" finish.  Our Customer Service Department will contact [redacted] on the replacement procedures....

Rite Rug Company sincerely apologizes for any scheduling issues on this carpet installation.  The purchase order contract/payment is with [redacted] Realty & Rite Rug Company .  Ms. [redacted] is the tenant in this rental property and did not contract or pay Rite Rug for the...

new carpet.  Therefore, we are declining the request from Ms. [redacted] "for loss of wages of my mother and my brother.  I would like to be reimbursed for the payment of the movers to come in and break down the beds and move furniture in preparation for the carpet to be laid."

We did not miss an appointment on June 18.  On June 28, we were advised that the contractor was parked in front of our house in an unmarked vehicle.  The contractor saw me pull out of the driveway and left.  I was advised by Jerry that I should always assume that an unmarked vehicle in front of my house means that someone is coming to do business in my house.  I advised him that everyone in the neighborhood has someone doing some work and an unmarked vehicle could be someone for the neighbors or a solicitor.  Your contractors never rang the door bell.  My husband was in the house the entire day.  Also, when Jen called to schedule the appointment for 6/28, I advised that they contractors would be meeting with my husband.  How dare Jerry insult our intelligence by advising us if there is an unmarked vehicle in front of our home that we are to assume they are to visit us. We had a construction workers car parked outside our home for 3 weeks.They have no proof that they were at the house, rang the door bell, and no one answered.  It's just like the lack of proof for the wood that was ordered for our home and never arrived.  As I advised Jerry when he visited the home and followed up with a call on 8/9/2016.  Let's be honest, ethical and show some integrity.  Rite Rug does not appreciate the long term value of a customer.  When Jerry was here, he shared other services that Rite Rug offers that I said we would be interested in receiving a quote.  I told him they needed to assess the long term value of a customer.  If you put all the flooring in, why wouldn't we call you to replace it and repair it when the warranty is expired?! It's your work.   I'm not paying for trip charges.  That's unethical, dishonest, and lack integrity considering how disrespectful I have been talked to and how we've been lied to by Jerry stating numerous times that he would call back, he had it scheduled, etc.  Today he said he was sending an email.  We are still awaiting the email.  The best solution is to come fix the floors when it's convenience for us so that we don't incur any additional expenses for time off from work or paying someone to be at the home, give us our wood, and part ways.   Regards,
Cosmelitia Sain

Rite Rug extends a 12 month labor installation warranty on residential installations.  The warranty expired in July, 2014.  As a consumer goodwill gesture, we will schedule the carpet restretch for 50% off the price.  This offer was accepted by [redacted] and the work will be...

scheduled at a mutually agreed on date.

Rite Rug's position remains the same, since this carpet is past the 12 month warranty period which expired in November 2015.

Rite Rug sincerely apogizes and regrets the issues on this new flooring installation finish up.  Our Customer Service Department met with the customer this week.  We are curently working with the customer to schedule the job finish up.  Materials are on order from the...

manufacturer.

I reviewed the response made by the business in reference to complaint ID [redacted],...

and find the partial resolution is satisfactory to me.  As Rite Rug stated, the compensated me for the damaged door.  They ordered tiles, mortar, and grout.  As far as I know the supplies haven't arrived, and therefore, Rite Rug has not scheduled a date for repairs.  This complaint should remain open until all repairs are made.