Texas Instruments, Inc.

Rite Rug Company sincerely apologizes and regrets the inconveniences on this flooring installation.  As a policy adjustment, we will process the request for $450.00 in compensation.

Rite Rug's Customer Service Department will contact Mr. [redacted] to schedule the repairs & replacements suggested by the inspector's report/evaluation. We will contact the inspector directly to find out what is needed to make the corrections. Rite Rug sincerely apologizes and regrets the issues...

in this flooring installation.

Rite Rug Company sincerely apologizes and regrets the installation was not completed on the day it was started.  The finish up of installing the customer's baseboards and the caulking was completed on Friday, March 30.

I am rejecting this response until the final installation is completed and compensation for inconveniences is provided.  RiteRug customer service did call on Feb 7 and I called back on Feb 8; an appointment is scheduled for Friday Feb 16 between 12-4pm.
Regards,
[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

I am attaching all the documentation on this complaint from [redacted].  The flooring purchase was with the builder, [redacted] Homes.  The claim has been declined by [redacted] Industries, the carpet manufacturer.  “ the claim states the homeowner is concerned with excessive wear.”...

 “Crushing of any type is not considered a defect in the quality of the carpet and thus, is not covered by warranty.  All carpets will crush to some degree with traffic.  The extent to which the condition occurs depends on such variables as type as construction, fiber type, density, usage, and maintenance of the carpet.  Crushing caused by furniture, including impressions left by legs of furniture is not covered under the texture retention warranty.”  “ Based on the information provided, there is no performance or quality issue with the flooring.”   Rite Rug Flooring   Rite Rug Flooring

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

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.

Rite Rug Company sincerely apologizes and regrets the issues on this flooring installation.  Our Customer Service Department is currently working with the customer to schedule the job finish ups.  As a policy adjustment, we issued a $300.00 adjustment to the customer for...

inconveniences.

Complaint: [redacted]
I am rejecting this response because:  Rite Rug sent out installers three different times and none of them could finish the job, much less to industry standards.  We are not willing to let them inconvenience us again after multiple failed attempts.  Surely their own inspector would only side with them, and/or they would send out the same installers, which is not of any interest to us at this point.  At minimum Rite Rug should refund our money for the labor that we paid for, because the job never got completed and they cannot dispute that.  Why would Rite Rug want to both inconvenience us further and pay installers more on a failed job, instead of just issuing a refund to us?  A terrible experience that they are continuing to make worse...incredibly dissatisfied and disappointed.
Regards,[redacted]

Rite Rug regrets there is nothing further we can offer on this complaint.  Based on the previous correspondence/documentation submitted on 8/7/2017.  This carpet is not wearing prematurely, but showing normal usage from foot traffic in the heavy traffic pattern areas.

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.

Rite Rug sincerely regrets,  this special order material is on back order with the manufacturer.  The manufacturer states the material should ship from their location on 10/25 or 10/26.  Rite Rug will contact [redacted] has soon as we receive the material.

This claim was declined by [redacted] Industries, the carpet manufacturer.  A copy of this letter, dated "August 22, 2016" was forwarded to your office in our response.  According to their letter:  "Crushing of any type is not considered a defect in the quality of the carpet and thus, is not covered by warranty.  All carpets will crush to some degree with traffic. The extent to which the condition occurs depends on such variables as type of construction, fiber type, density, usage and maintenance of the carpet.  Crushing caused by furniture, including impressions left by legs of furniture is not covered under the texture warranty."  "Based on the information provided, there is no performance or quality issue with the flooring."The "[redacted] 5-Year Limited Quality Assurance Warranty"  (copy sent to your office in our previous correspondence)  "Exclusions  Matting and crushing, or any change in appearance retention, are not manufacturing defects and are excluded from this warranty.  For the purpose of this warranty, matting is defined as the loss of twist from the tips of the pile tufts and entanglement of the fibers.  Crushing is defined as the loss of pile thickness due to foot traffic only.  Pile distortion or compression caused by furniture, including impressions left by legs of furniture, is not covered by this warranty."Rite Rug is not able to change our position on this complaint, since the issues are not covered under the manufacturer's warranty.  The homeowner is welcome to hire a certified, independent inspector to evaluate his carpet.  If the findings are different, [redacted] will pay for the costs to repair or replace according to industry standards.  The inspector must be on the http://nicfi.org/ list when hiring.Rite Rug Co. is declining the request for reimbursement on the carpet cleaning.  The carpet manufacturer, [redacted] Industries requires all carpets  be professionally cleaned before any claims can be submitted.

8/7/2017    Rite Rug referred this claim to the carpet manufacturer, "Shaw Industries, Inc"  for their expertise on evaluating this carpet.  The carpet manufacturer, declined this claim on the basis this carpet is showing normal matting and crushing,  in heavy traffic...

patterns.  The letter from "Shaw Industries, Inc" states " Matting and crushing/packing are excluded from the product warranties for (style name).  For the purpose of the warranties, matting is defined as the physical entanglement of the fibers on the surface of the carpet.  Crushing is defined as compression of the carpet tufts resulting in loss of pile thickness.  Based on the report,  there is no wear or significant twist loss present in the installed material."   According to the report from the "independent inspection agency".  "Inspector Observations and/or Comments:"  The carpet that I inspected is a cut pile-carpet.  The concerned areas of the carpet are located in the living room entrance to the kitchen and in front of a recliner in the living room.  I inspected both of these concerned areas very close.  In both concerned areas, the carpet is slightly matted and crushed.  I inspected the tufts in these areas closely and found no damage or loss of twist to the tufts.  With my grooming comb, I combed over the concerned areas of the carpet and was easily able to get the matted areas untangled and easily able to raise the carpet to its original height.  Keep in mind that these areas of the carpet are located in very high traffic and pivoting areas.  These areas of the carpet can't be expected to look like areas of the carpet that have very little traffic.  This is normal wear of this carpet and not a manufacturing defect in the carpet."   There is nothing further that Rite Rug can offer in this matter.    We are enclosing copies of the letter from "Shaw Industries, Inc. dated June 23, 2017.  Copy of "The Carpet and Rug Institute", "Carpet Maintenance and Troubleshooting Technical Bulletin".  Copy of "Residential Carpet Inspection Report" dated "6/21/2017".

Rite Rug Company would like to submit the attached information on this complaint.  This claim is declined,  based on the results of the inspection report on 5/8/2017 from the independent, certified inspector, “[redacted]:“CONCLUSION:”“No manufacturing deficiencies were found.  There is no wear.  “Wear” is defined in the industry as the actual loss of the caret face fiber through normal abrasion (walking).  I did not find any evidence of fiber loss.  The texture retention is good.  Texture retention is not the carpets ability to keep its new like appearance of the pile.  Texture retention is the ability of carpet’s tufts to retain their visible shape, as measured by the degree of busting, opening, or untwisting of the tufts at the surface of the carpet.  Texture retention warranties generally cover excessive loss of texture from foot traffic resulting in tuft bursting, opening or loss of twist which cannot be corrected.  This was not found.”“The carpet is crushing and matting in traffic areas and in areas of repetitive use due to the unavoidable pivotal foot traffic, soil, along with specific local usage and maintenance of the carpet within this home.”“The moderate to heavy soil is adversely contributing to the carpets appearance.  Soil is made up of a multitude of components, many of which can impregnate fibers, can permanently dull the yarn, and will cause abrasive damage to the fibers.  The amount of soil that was easily lifted from the carpet does suggest that this carpet can be cleaned better and the appearance can be improved.”“It is inherent that the surface texture of any carpet will change to some degree in heavy traffic areas, on carpeted stairs, and in areas of concentrated, pivotal, or restricted use.  The degree of change will vary depending upon the construction of a particular carpet along with the specific use and maintenance of the material within a particular home.  It should be noted that carpet will make its largest change in appearance during the first few months of use.    Carpet installed on stairs and in areas of abnormal foot traffic will crush at an advanced rate.  Such areas are generally excluded from the manufacturer’s warranty.  Some change in texture, tip bursting, pile crush and yarn layover are inherent conditions that will occur in all carpets to some degree.  The manufacturer’s warranty does not allow for some change in texture, which is considered normal wear and tear.  The performance exhibited by this carpet is consistent with the characteristics of its construction i.e.: yarn, yarn size, yarn face weight, gauge, and density.For your review, we are also enclosing the following:Pictures from the inspection report.Copy of “THE CARPET AND RUG INSTITUTE”  “Carpet Maintenance and Troubleshooting Technical Bulletin” on “Texture Appearance Retention, Crushing, Matting & Wear”Copy of the letter dated “May 15, 2017”  from “Rite Rug Co.”  to “[redacted]”  4450 Poth RoadWhitehall, OH 43213614-573-4202www.riterug.com

I have provided pictures showing the damage as well as an altered sketch that the rep presented. It shows clearly areas that were whited out and new ink indicating a damage spot added. The area indicated doesn’t match the area of damage. In addition we have consulted with the 2 realtors and the original home owner to substantiate that damage was not there previously. I am requesting a replacement of the floor. 
Regards,
[redacted]

Rite Rug's Customer Service Manager spoke to the customer on 1/31/2017.  We are working with the customer to try to resolve the issues.  The customer requested that our Customer Service Manager call her back on 2/6/2017.  Rite rug will continue to wprk with the customer to try to...

resolve the issues in this complaint.Tell us why here...

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

10/23/2017  There is no change in Rite Rug's position on the damaged kitchen floor, as stated in our previous correspondence.  This large gouge in the kitchen floor dinete was noted by our store manager, when he measured the kitchen floor prior to the carpet installation.  The customer contacted Rite Rug on 9/22 stating the carpet installers put their carpet & pad scraps in the dinette  area of the kitchen vinyl.  This is a very deep gouge in the vinyl floor, which could not have been caused by carpet or padding scraps.  The gouge also does not appear to be a new. We are submitting a copy of the report & photos on  9/26 from our Customer Service Representatives, when they met with the customer at the home.