Texas Instruments, Inc.

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.

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.

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.

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]

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.

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.

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]

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.

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.

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.

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.

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

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.

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.

Rite Rug sincerely apologizes for the inconvenience caused by the delay in getting the shoe molding color done properly.  Since hardwood is a natural product, it can take stain differently than expected, sometimes it can time to get the color right.  Our Customer Service Representative...

spoke to the customer on 7/19.  At this time,  we were advised that the job was completed.  If this is not the case, we will be happy to finish the installation per our contractual obligation.

7/6/2017    Rite Rug extends a 12 month labor warranty on installations.  As stated,  in the terms and conditions of our contract:  item "9.  The labor warranty for installations will be for 12 months."   (a copy of this contract can be forwarded for your review,...

if needed).  The 12 month warranty expired in March 2015, which is over 2 years past the warranty.  This complaint is declined. Rite Rug also addresses this on our website "riterug.com/contact-us":  "How long is my installation warranty?"  "Any installation issues typically reveal themselves within the first year, so Rite Rug's installation warranty is one year to date of install.  After one year, flooring issues that arise are typically due to such things as your home's natural expansion with the seasons. Normal wear and tear is not included in the installation warranty. "