Texas Instruments, Inc.

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's Customer service Department contacted the customer on their job finish up.  The special order finish up molding is scheduled for installation on Saturday, November 14.

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.

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

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

Rite Rug regrets, Ms. [redacted] is not satisfied with the special order wood flooring, she selected on [redacted].  We will process a full refund on her purchase.

Rite Rug Company regrets Mr. [redacted] is not satisfied with his carpet selection of "Silver Texture" color: "00700 Townhouse Taupe" on "Acknowledgment CG8AOMCF" dated "01/13/18" signed by "[redacted]" (copy attached).Our sales representative met with the customer and verified the correct style...

carpet/color & padding was installed. Rite Rug offered to repair any installation related items, at this time, the offer was declined."Shaw Floors" is the carpet manufacturer. They provide a "3D-Day Customer Satisfaction Guarantee" as stated on page 12 (copy attached). "Shaw warrants that we will replace any of its Anso Caress nylon, EverTouch nylon, Clear TouchPlatinum, or Clear Touch PET polyester carpet styles under this guarantee within 30 days of the date of installation if you are not completely satisfied. The replacement will be of a Shaw carpet of comparable value, but must be a differentstyle or color. If you request a carpet of greater value, you may pay the difference in price: however, there will be no monetary payment by Shaw if you choose a carpet of lesser value. All charges involved in replacing your carpet,including labor, will be your responsibility." Rite Rug stands behind this warranty. However, the customer is responsible for all labor charges along with the cost of an upgraded carpet.(2/2/2018.    Please note Rite Rug sent our response/Position with documentation on 1/30/2018.  We will resend copies today to [redacted])

Rite Rug's Customer Service Department contacted this customer, scheduled and completed the  job finish-up.

I am writing in...

regard to the complaint that was closed today noted in the subject line.  I was waiting to respond because the issue was in the process of being resolved, but was not fully resolved until today.  It was resolved completely to my satisfaction today.  (The flooring has now been delivered and installed).  There was an issue with the order when it arrived, but Rite Rug did rectify that.  I did not want to state that I was satisfied until they completely followed through.    If you are able, please amend the complaint to note that they were able to resolve the issue to my satisfaction.  Thank you for your time[redacted]

I am rejecting this response because:Poorest response and never gave straight answer. They are all training very well to be nice and give answer you need. I even got a call from a young lady at corp. and she...

well trained to be very nice and give the answer you need. It appears to be off their plates and moving on. The installer was guided to install an additional 18" to the shorted piece I received, so in turn I would have had two seams. The office said it would take two more week to get the in-stock carpet or put what I have in. Though if installed and I was not satisfied they pointed out that I was the one that ok'd the install of the patch. 
Regards,[redacted] & [redacted]

I am writing regarding the claim #[redacted] that I filed 9/8/15 regarding Rite Rug Co., Strongsville, Ohio.  We contacted Rite Rug that we are having several issues with our floor not holding up.  They came out and gave us information that it was not their problem as it is out of warranty.  We then contacted Armstrong directly to have them out.  Micah J[redacted] sent their representative [redacted] out for an inspection on 9/23/15.  He stated that it was not a product defect, however he saw several installation issues present that are creating the many separation issues with our laminate floor.  He also indicated that the humidity & moisture levels in our home were within normal range.  Rite Rug never did any of the required moisture or humidity readings PRIOR to installing the Armstrong flooring product.  We do feel that this issue has still not been properly addressed by Rite Rug Company.  They have not offered any suggestions to help us correct our current problems.  As of right now, we have at least 7 separate issues where the product is not holding up.  If the floor was installed correctly - it holds a 30 Year Warranty.  We have approx $6400 invested in our floors and they look horrible.I would definitely like this claim to be reopened.Thank you very much[redacted]

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]

[redacted]'s own warranty states"The carpeting will NOT exhibit loss of texture due to foot traffic"After only 2 month the complete flattening of the carpeting due to foot traffic is NOT normal crushing or matting but shows the loss of texture - the carpeting is not made correctly. We are NOT talking about furniture crushing or matting, but simply walking by 2 people that are over 62 years of age on the carpeting. If this carpeting was 5-10 years old or older then yes, we would be talking about crushing, matting, but after only 2 months - no that is not crushing, mattingThis carpeting HAS exhibited the loss of texture due to foot traffic and should be covered under [redacted]'s warranty. If it is not covered, the warranty is worthless and [redacted] has no responsibility to sell a merchantable product to the public. Regards,
Dennis Carr

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....

Good Morning,This is case number [redacted] with the Rite Rug Company . My name is [redacted] [redacted]the person whom bough the complaint against this company I want to say it was solve with great satisfaction and after all is said and done yes I woulduse this company again.Mr [redacted] who was my...

sales person has bent over backwards to help meresolve this and never did I once say it was his fault. Sometimes we jumpthe gun to fast and do things we regret like contacting the Revdex.com.When we are not please with something. Did it take to long. Yes was Igetting frustrated .YesBut in the end everything turn out find and I will be calling this companyagain next week and using Mr [redacted] (a nice man) to install my floor tiles.As I said before the carpet looks wonderful. That was not the issue gettingit install was lol On that note you all have a wonderful daySincerely,

Rite Rug Company agreed to pay the plumbing bill submitted by Mr. [redacted].  However, Mr. [redacted] refused to sign the claims release we sent.  Our policy requires a signed release on adjustments of this nature.

I reviewed the response made by the business in...

reference to complaint ID [redacted] and find the resolution is satisfactory to me providing that they plan on do a little more than just adding stain and poly as there are swish marks from the previous application and that needs to be uniform. I also want to point out that rite rug never informed us a one year warranty nor can I find it on any paperwork. Had I known I would have called sooner as it occurred just 6 mo into our supposed warranty and the issues we had already initially with them having to come back in August to correctly match the flooring since  it wasn't done correctly the first time I'm sure they did not want to make that information privy to us. Bette was very adamant that she did all she could, such a nightmare. Had I not been pregnant at the time there would have been a lot more done but I could not take the stress of it all. I was also notified that the company whom was contracted out ( ha, also wasn't aware they contracted jobs they said they were doing) had been fired bc of the poor workmanship, sad I had to partake in that, one would think companies would stand behind there work no matter the time frame with that knowledge but as a first time home buyer I guess that's what the rite rug company preys on. 
[redacted]

Rite Rug will agree to waive any trip charges, to date.  We will schedule the floor repairs on the 5 new areas marked by the homeowner.  Rite Rug placed an order for 1 box of flooring for the repairs.  The box of flooring materials will be left for the homeowner, after the repairs.

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]

8/31/2017    Rite Rug sincerely regrets and apologizes that installer broke a blind slat during the flooring installation.  Our Customer Service contacted the customer and scheduled an appointment with a service representative on 8/18.  At this time, the customer rejected our...

offer to repair the the broken slat.  Rite Rug issued a $100.00 credit on 8/25,  to the credit card on file for the replacement of the damaged blind.