Texas Instruments, Inc.

6/1/2017     Rite Rug referred the issues in this  complaint to the flooring manufacturer, [redacted].  We have contacted an independent, certified, flooring inspector to schedule an appointment with the customer,  to evaluate the scratching from moving furniture and the color...

variation in the flooring.  The results of this evaluation will be sent to your office upon receipt.

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.

Revdex.com:
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's Customer Service Department contacted the customer to complete the special order  finish transitions on this job.  Rite Rug will schedule the finish up and offer the customer compensation.

I am rejecting this response because:I outlined that my contracted work to repair was above $450. I spoke with...

RiteRug yesterday and gave them my contractors original outline of $557 to repair the damage, he has since offered to lower the price to $493 which I have attached the estimate here but it is not truly a compensation if I am only getting my house fixed. All I would like is enough to pay the contractor for the work to fix the damage walls and entry closet which is outlined here in his estimate for work. They called yesterday asking for me to sign paperwork that I do not completely understand and before I can proceed I would simply like the matter completely resolved based on the estimate attached. 
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 work with the customer to try to...

resolve the issues in this complaint.

I am rejecting this response because: they committed a fraud upon us failed and refused to remedy the defect and now outright lie.  They did not sell us the carpeting sample they gave us.  They put in an inferior product and defrauded us.  They also did not offer to repair as I was told they would not repair and would not honor the warranty.  These guys are a bunch of thieves.  They also clearly  violated Ohio law by requiring 100% payment- look at Ohio Revised Code  Section 4722.04.  You can’t violate the law- say on the phone you will not honor the warranty, will not repair and will not replace and then file a document/response like this.  Which response do I believe? I will not pay for their fraud and I will not accept the cheap carpet which is different from the sample they gave us.  Put in the sample and take out the cheap stuff which is worse that the carpet it replaced.  
Regards,
[redacted] [redacted]

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.

Rite Rug will schedule an appointment to add additional stain and coat to the area under the refrigerator.   The 12 month warranty on this job expired in June 2016.  Therefore, we cannot offer anything further on this job.

Rite Rug apologizes for the difference in price quotes from 3 different sales representatives.  Ms. [redacted] was trying to match/add wood flooring installed in her new home from her builder, approximately 1 year ago.   Price quotes given by phone are estimates only due to the...

number of variables involved. We require all installation quotes be seen in person by a representative before a price can be determined.  Our Regional Sales Manager reviewed this situation and contacted [redacted] with an offer of a fair price resolution.

4/25/2018    [redacted] contracted with Rite Rug in November, 2015,  for this carpet purchase/installation. Our labor installations are warranted for 12 months from the date of the installation.  As a consumer goodwill gesture, Rite Rug will restretch the carpet at No...

Charge, even though our warranty expired in November, 2016.  Our Regional Manager contacted Mr. Kubec on 4/24 with this offer.

I do not agree with the written response. Once again Rite-Rug is insinuating my wife chose an inferior quality and lower priced carpet for the same price as the contracted carpet choice. This is incorrect. She was asked to come in a chose a color, which she did. Never did Rite-Rug have her sign any thing saying we approve of a lower quality carpet than what was originally contracted. Otherwise, we are working out replacement terms and moving closer to an agreement.

Customer service of Rite Rug was able to get us in touch with Rite Rug Hamilton Rd, a gentleman by the name of "Travis". He responded immediately to our request and came over to meet with us. Travis has facilitated a compensation for our difficulty. We are so very grateful to Travis for his help with this as he was not our initial salesman nor was his store the store we purchased from. He still spent time listening and worked on our behalf! If I utilize Rite Rug again, it will only be through Travis at the Hamilton Rd store. Rite Rug worked with the flooring manufacturer [redacted] for a total flooring replacement at no additional cost to us. As of 4/15/2016 we are still waiting on arrival of materials to complete the replacement.  I would defer this complaint until the end of April to see if the replacement has happened and we have no further issues.

Rite Rug Company sincerely apologizes and regrets the issues described in this complaint.  Our Customer Service Department is working with the customer along with the flooring manufacturer,  [redacted] to resolve the issues.  The flooring manufacturer sent out an independent...

inspection service to evaluate the flooring on 3/29.  We will advise the customer along with your office on the results of this evaluation.

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.

Subject to an acceptable release and Discover Card release I accept the proposal outlined below.

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

In previous responses to this complaint, it took several follow up calls on my part with Rite Rug before they actually performed the actions they stated in their response to Revdex.com.  For example, O/A 24 November, Rite Rug responded they had compensated me $300 for damage to my back door (past tense), yet it to several calls with Melissa at customer service, who, in turn, engaged the Centerville store sales people to actually complete the transaction.  That finally happened on 4 Dec 15.This complaint should remain open until the third party inspector contacts me, and performs and reports on the findings.  With respect to third party, since Rite Rug is hiring the individual, it remains to be seen how neutral this inspector is...pardon my cynicism.

Jerry B[redacted] advised that he would send someone back out on two occasions and no one showed up.  When I inquired of the dates and times of no shows, he couldn't provide the information.  When he mentioned that he would have to charge me for the trips, I said that he would have to reimburse us accordingly as well on the times we paid individuals to come to the house and they no showed.  He agreed to come out one more time to fix it and has stated repeatedly he would call me back to confirm. This was since the first week of July because I informed him of the deaths in our family which he expressed his sympathy.  No one has addressed the fact that they ordered wood for our house and never delivered it.  They used flooring that was already at the house; which means the work could have been completed initially.  Also, [redacted] advised them to leave a couple of boxes behind for us because they took them during the initial install.My husband did sign a sheet stating that the work that was completed was completed correctly; however, there have been other boards that have popped up since then.  Poor workmanship or poor quality product. This still has to be completed.  Rite Rug wants to ride this issue out until August 12 because that is our 1 year date.  This lack integrity and they don't realize the value of a customer.  If you installed all of the flooring in the entire 3000+ square foot home, why wouldn't we call on your company for future service.  The carpeting representative was wonderful when he came out to advise about the quality of the carpet.  We had decided that we would have them do future work.  However, this experience has tainted that as well.  We want either our 2 boxes of flooring or for them to come out and repair what has since popped up after my husband signed the paperwork. Their representative returned to the house after my husband signed the paperwork and noticed additional work.  THIS IS UNETHICAL BUSINESS PRACTICES.

5/31/2017As a policy adjustment, due to installation issues,  Rite Rug will authorize an adjustment on the labor charges.  As requested by Mr. [redacted].  Our office will send a claims release form and upon the signed release,  we will process the adjustment.