Texas Instruments, Inc.

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.

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.

I am rejecting this response because: I do not want Rite Rug to return to my home. I would like to hire someone other than Rite Rug to to fix this problem, short trim, and no trim, and trim falling off and this person will have to move my appliances (because Rite Rug did not come out and install the trim before the appliances were moved in like they promised). I think they have been disrespectful. They are a large company and should not have treated me this way. I can provide a written estimate if they would like to see it. I would like Rite Rug to reimburse me $400.00.
Regards,
[redacted]

10/13/2017   Mr. [redacted] visited our store & met with our store manager.  He was interested in buying new flooring for his kitchen (samples for the kitchen floor were given to Mr. [redacted]) an he also needed carpet for the family room.  Mr. [redacted] originally contracted with another...

company on the family room but the installers left the job due to a dispute.  Our store manager went to the house to measure the family room for new carpet.  While he was there, he also measured the kitchen for new vinyl flooring, since this area was discussed with the customer.  Our store manager made a note of the large scratch in the kitchen floor in the eating area.  This damage in the kitchen floor was noticed prior to Rite Rug installing the family room carpet.  After the carpet installation,  the customer contacted Rite Rug with a claim that our installers damaged the kitchen floor.  We sent a Customer Service Representative to the home to inspect the scratch in their kitchen floor.  The inspector took pictures of the large scratch, which can be provided if needed.  At this time,  it appears that this is not a new scratch, as it has dirt/debris in the scratch.  This claim is declined on the basis that the kitchen floor was damaged prior to Rite Rug installers being at the house.

Rite Rug sincerely apologizes for the installation issues in this flooring.  Our Customer Service Department contacted the customer and scheduled the warranty repairs for April 18.

I am not satisfied with the denial of my complaint.Rite Rug failed to comply with their warranty on the carpet that we purchase from the company.[redacted] came out to clean the carpet about one year after we purchase the carpet fromRite Rug.The person pointed out the wear marks on the carpet and said it look like old carpet to him.He showed us the places that looked warn.I called Rite Rug, which sent a person out to look.They said that Shaw was respond able for the warranty.A man from Shaw company; came out and looked and said the carpet showed crush and matted. inthe high traffic area. There is only myself and my wife; and two small dogs.In my eyesWhen you walk on carpet, its going get crushed and matted. That should be normal for carpet.My carpet does show wear.In my way of thinking they are using this term, saying that it is not wear but matted.And crush.Thank you very much,[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] ###-###-####

the complaints on the 3 bathroom tiled floors and the 2 showers that are tiled have not been addressed as to what will be...

done. It was my understanding per Andrea that the tile, carpets,and padding were going to be replaced. [redacted] Builders does not have that understanding . Tile to me means the backsplash and the tile in the bathrooms . Clarification is needed as to what Rite Rug is replacing.I accept the rite rug offer to replace the carpet,padding and backsplash.

Rite Rug issued/mailed this check on 3/8/2017 to [redacted] at [redacted] by US Post Office standard mail.  Copy of this check emailed to your office today.  As of 3/22/2017,  this check has not cleared our bank nor has the check been returned to our office via US Post Office mail.

Rite Rug Company hired an independent, certified inspector to evaluate the flooring issues.  A Copy of this report can be sent to your office, for review, if needed.  We advised Mr. [redacted] of the suggested repairs and he disagreed.  We advised Mr. [redacted] he could hire his own...

independent, certified inspector and if the results ruled in his favor, we would follow the results and reimburse him for the cost of the inspection.  The second inspection came back with the same repair results as the first inspection, however, there were additional details stating that : "However the much more serious issue that I noted is that industry standard for minimum subfloor thickness was not adhered to"  "This is the probable cause of the squeaky areas in the floor and the deflection that has bee noted."  A copy of this report can be sent for review, if needed.  This is a structural issue with the customer's home. Our sales contract states that we are not responsible to make repairs  for structural issues, including subflooring.  We advised Mr. [redacted] that he would be responsible to fix this issue and that since the inspection did not reveal anything new against RIte RUg, that we would not reimburse for the cost of the inspection.  As a courtesy, we offered to have the floor pulled up so that the customer could have his subflooring fixed and reinstall once is was properly completed.  We would then also make the suggested repairs.  Mr. [redacted] has refused this offer and is insisting that Rite Rug pay to repair a structural issue with his home.

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.

4/17/2017  Rite Rug company contacted & referred this issue to the carpet manufacturer, Engineered Floors LLC.   The customer will be contacted, by the manufacturer to set up an appointment to evaluate their carpeting.  Results of this evaluation will be sent to Rite Rug,  as...

soon as they are available.  We will forward the results to your office upon receipt.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Technician came out on 19th and resolved everything to my satisfaction

10/12/2015   Rite Rug's position is unchanged from our earlier response to your office.  We will reopen this case,  if the customer submits a written receipt showing the boxes of wood were returned to our store.

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."

Rite Rug's 12 month labor warranty expired in March 2015.  As a consumer goodwill gesture, we have contacted the customer to schedule an appointment for 3/24 to meet in their home to review this matter.  Our office will advise the results of this appointment as soon as they are available.

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