ComplaintsforRiteRug Flooring

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rite Rug installed new flooring in my house and they did major damage to my home. I had to get contractors in to fix the damage the installers caused. This has been a nightmare and a lot of rubbish after I was told Rite Rug was going to pay for the damages. Rite Rug keeps telling me they are paying to make the situation right, but they always have an excuse. I have contacted my financial institution and they have assured me Rite Rug has never reimbursed my account.

  

  Business response

  09/09/2024

  we have corrected this issue. There was an issue with the refund going back to the card but we have found the issue and resolved it.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rite Rug came to replace a faulty floor. What was suppose to be a 3 day job turned into almost two weeks. They didn't follow OSHA requirements and use a vaccum saw or tape rooms off. Smoke alarms went off 4 times or so due to dust. Our home is occupied. We have spent 5 days cleaning entire home, walls, ceilings, etc and still dust is settling 5 days later.They damaged our ******* refrigerator and our ******* dinette set. The door has been ordered for the fridge according to ************************* and they expect to have someone here to replace it within 3 to 4 days, I believe at this point. As for the dinette they seem to be reluctant to give full replacement value. Even after we offered a compromise of ******* and keep old dinette set to sell and make up the diffrence.They did not put correct color of trim around cabinets and on stair nose. They did fix trim issue around cabinets, but only after being told BBB and Ky Attorney General notifications would happen if not done today. Same was advised to them about the dinette table. I have made several contacts today about the table and have not been given a solution as requested.By all rights they should have paid to have our house professionally cleaned and gave full replacement value for both the fridge and the dinette set.They also did damage to ceiling, but repaired. They also were delaying other trim issues until contact made to Corporation president and Corporate customer care.They still need to make good on fridge repair, table replacement and also stair nose trim.When those are done, will be satisfied that they meet there requirements for a finished job.They we're informed they had until 5:30 local time to make good the items of concern. I have not heard from them in regard to the table replacment. Only a delay in stair nose trim and that fridge door has been ordered.

  

  Business response

  07/23/2024

  Rite Rug and the customer have came to a resolution together. 

  thank you

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted the company to uphold their warranty because I had some flooring peeling up after living in my new house for a couple of weeks. I've contacted the company and they sent some 'floor inspectors' out to examine the floors. They said yeah we need to replace these panels. Yet it's been two months and still haven't seen anything. Attempted to contact the company multiple times and they refuse to answer the phone. I got information from a 3rd party about my warranty claim saying they aren't going to replace the flooring due to me having an office chair near where it was peeling. Essentially blaming the office chair on their poor flooring materials. Just trying to get more awareness around this company so people won't fall in the trap I did. I didn't choose the company my builder did and just wanted to make them aware as well.

  

  Business response

  07/23/2024

  our builder division is working to resolve this with the customer

  thank you

• Initial Complaint

  06/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I do not recommend RiteRug. The quality of their products are subpar and the workmanship is just as bad. After four visits there were still gaps everywhere. Then after only 3 years the entire floor is peeling around our whole house. We were promised a 10 year warrantee at the time of our $10,000 install and now (only three years later) Steve the manager says its been too long to help and they would only offer 25% off a new install. So much for the 10 year warranty. This is a bait and switch company so stay away.

  

  Business response

  06/21/2024

  we have reached out to the customer to reach a resolution 

  Customer response

  06/29/2024

  The company has agreed to replace the damaged flooring under their original proposed warranty at the time of purchase. 

  Regards,

  
  *********** *******

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rite Rug declined to repair a floor issue at my home. It is a new build. They claim it is water damage. It is not. Kelly P. sent an email denial on 4/3/24. Since then I have asked to escalate the issue and allow me to talk to someone. I have never received a response to this request. I emailed Kelly on 4/9 asking how much it would cost to repair and if they would share the methodology they used to determine that it is water damage (it is not water damage). No reply. I followed up on 4/23, no reply. I called 5/6/24, left a voice mail no reply. I called 5/17 left a voice mail - no reply. I request that they repair my new floor. I have the flooring, I just need them to come take out the 2 flawed plants and put in the new ones.

  

  Business response

  06/09/2024

  I apologize it was communicated to us from the builder to be water damage. We will reach out to you to resolve this matter.

  Customer response

  06/15/2024

  Rite Rug said they would reach out to me and they still have not. That is part of why I filed a complaint in the place. I called twice, no response, emailed twice, no response.

  Regards,
  **** **********

  

  Business response

  07/01/2024

  customer care has been in contact with the customer and is working towards a resolution. 

  Customer response

  07/13/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** **********

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I'm in the middle of an unfortunate situation where I have prepaid for about $9,000 worth of flooring. Yesterday was the first day of an install and the LVP flooring arrived mismatched, which we noticed when the work was about 1/3 complete. The work has stopped and the salesman from the Fairborn Rite Rug (**** ******, ###-###-####) was notified and he escalated the problem to corporate Customer Care), with no other action on his part. We are left with a house in major disarray, almost uninhabitable). Both the store manager and the customer care representative were asked to inspect the problem on site and both declined. We believe the issue could have easily been resolved by simply moving half dozen planks and using these in another room, under an appliance, or in a closet. The customer care representative vetoed that idea. Please open a complaint case on our behalf, as this isn't likely to be quickly resolved on equitable terms. The installation team (Marcos) is great--the issue is the mismatched (non conforming) material he was supplied with. We are willing to have it tested by colorimetry to prove it isn't a match from the parent lot. We will also seek further damages and remedies if the issue isn't promptly resolved, as our house currently isn't habitable and this is delaying the kitchen and bathroom contractors. lSincerely, ****** ********

  

  Business response

  05/13/2024

  While Rite Rug regrets that this individual is unhappy with the flooring product he elected to have installed and stands ready to make any reasonable accommodations necessary to resolve this issue, we feel compelled to correct certain inaccuracies within the customer’s review.
  
  Rite Rug inspected the flooring product provided to this customer and, contrary to the customer’s assertions, found it to match perfectly the samples provided prior to installation. The flooring product that this customer chose to have installed is a laminate vinyl plank product which is manufactured to be installed randomly. Stated differently, each plank within a manufactured lot is designed to match every other plank. As such, proper product installation does not require that individual flooring planks be situated in a specific pattern or design, as the customer contends. Rite Rug’s representative made every effort to explain this to the customer after he voiced his concerns. The customer, however, disagreed and demanded that only certain of the purchased planks be installed. Unfortunately, doing so was not a feasible option, as installing the product in that manner would have left Rite Rug’s installers without enough flooring to complete the job.
  
  Rite Rug has offered to remove the installed product from this customer’s home and refund the customer the full price of his purchase, minus the labor costs required to do so. To this point, however, the customer has refused Rite Rug’s offer and now appears unwilling to discuss the matter further. Rite Rug remains optimistic that this matter can be resolved amicably and stands ready to work with the customer toward a resolution that is acceptable to all involved.
  

  Customer response

  05/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21683551
  
  I am rejecting this response because: 

  First, let me be more specific.  Our request was not to terminate, it was to have a representative from Rite Rug inspect the flooring as (partially) installed in our home.  They declined.

  Second, they would not run out of planks.  The estimate includes the actual square footage of the home, plus 10% variance for scrap and rework.  We requested that only 3 planks be relocated to less visible areas.  They needn't be discarded.  Only 3 planks.

  Third, there are about 4 small areas where the floor appears not to be level (or voids exist) and the planks flex or bounce.  Some of these were brought to the attention of the salesman when he estimated the job.  We asked if floor leveling compound might be required, he responded that "...they could simply be ground out by the installers."

  All of these issues were brought to the attention of the installers on the day of the install.  Had a company rep or salesman been on site, these issues could have been avoided.

  The ball is in their court--comply with a reasonable request or we/they can remove the product.  I believe it is in the best interests of both parties to rectify these faults and complete the install.
  
  Regards,
  
  ****** ********

  

  Business response

  05/14/2024

  a resolution has been made with this customer and we are moving forward

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2023 my husband and I purchased a new home. We contacted Rite Rug on 1/9/2023 to pick out carpet to put in 3 main rooms on the lower level of our house. When we picked out the carpet we were told it came with a warranty. In October 2023 we started having issues with the carpet. The carpet in all the rooms was fraying and pulling out along with the seems coming undone. I contacted Rite Rug and started a warranty claim. When they came out to take pictures the claim specialist stated it was definitely a defect in the carpet and the claim would get sent to the mill for replacement. We later were advised the mill company denied the claim saying it was an install issue and they wouldn't cover it. I tried to email Rite rug further about this to get it covered as it was an install issue and never got a response. We have a 32 inch section of carpet missing where it came apart at the seam and nobody will help us get it replaced. We went into the Lancaster store today in person to see if someone would come use our leftover carpet from the install to fix the missing carpet. We were even willing to pay someone to lay it even though this issue isn't our fault. The store refused and said they won't send out a contractor unless it's an install for the entire room. We have 3 rooms where the carpet is damaged and one of those rooms its actually missing carpet and continuing to come apart further. This carpet is barely a year old, with a warranty and Rite rug won't do anything to help fix the issue

  

  Business response

  04/29/2024

  Hello, the denial letter from the mill did not state that the issues were installation related. We will resubmit this to the manufacturer and ask for this to be reviewed again.

  thank you

  Customer response

  05/01/2024

  I am rejecting this response because it is not guaranteed to fix the issue. I appreciate the steps and efforts the business is taking to contact the mill again but I will not be satisfied until my carpet is guaranteed to be replaced. There is no reason at a year old the carpet should be coming apart at the seam where two pieces were put together, strands pulling out and coming apart everyplace it connects to another piece of flooring (tile & wood). We bought carpet for 3 rooms and was told there was a warranty so the issues need to be fixed. Especially after the claims person who came and took pictures stated it was an issue stemming from bad carpet. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered new carpet for our new house on 1/15/24. I was told I would be contacted when the carpet arrived (about a week). I followed up on 1/26/24 to ask if the carpet had arrived, and was able to schedule installation for 1/30/24. Both my painter, a friend who is a project manager for a renovations company, & our realtors all recommended painting BEFORE carpet installation, so we did. The crew that came on 1/30 TORE through our house, removing old carpet & installing nearly 1000 sq ft of new carpet, including a flight of stairs, in under 2 1/2 hours. In the process, they damaged the paint in every room they worked in, the stairwell, and the entry way. They also installed the carpet on the stairs incorrectly from what we ordered. Due to an anaphylactic allergy, I had to have my painters come back immediately so touch-up paint could cure before we moved on 2/5. I complained immediately to RiteRug. After initially gaslighting me, telling me that all the damage was "normal", RiteRug told me not to fix anything until they could come out to evaluate. I firmly told them that that was not an option, as the paint needed to cure before we vacated my previous home, or I could die. My husband tried to take some pictures (which I included), but the light paint colors were hard to capture the damage on. Our painters had to come back and do touch-ups for over 2 hours to correct the "normal scuffing" that occurred during the installation. We paid an additional $300 for this service, days after we paid over $11K to paint our new home. RiteRug told me that our photos were inadequate and all this is "normal scuffing", even though they "scuffed" off 2 coats of paint+primer on the blue wall in the photos the entire length of the wall. After a few angry phone calls, they did agree to re-carpet the stairs since we had paid for that type of installation. But they have informed me that the complaint is closed, because my experience is normal. This is unacceptable.

  

  Business response

  03/07/2024

  We apologize that this may come as an inconvenience but paint, especially paint that has not had time to cure is easily susceptible to scuffing.  Per the contract signed by the customer it states that some scuffing to the walls is normal and expected during a carpet install due to the nature and size of carpet rolls. Per our contact it is recommended that if you have your walls painted prior to installation that you should keep some paint available after install for touch ups. We did address the issues with the stair installation and it was corrected. Again we apologize for any inconvenience but this is covered in the agreement that paint touch ups are the responsibility of the home owner.

  Customer response

  03/14/2024

  The paint they damaged was fully cured - it had been completed for at least 4 days, most longer than that, not fresh as their response implied.  The installation contract, and all its terms, were not provided to me before I purchased the carpet, so once it was provided, I had no choice but to accept their terms (their response included a copy of my signed contract, dated 1/26 - they charged my credit card on 1/15).  The "installation preparation guide" provided to me states "... we recommend that all painting is complete 48 hours before your new flooring arrives." We met this criteria and still needed a 2-man crew for over 2 hours of labor to repair the damage RiteRug's installers did to our new home.
  
  Additionally, I had the damage photos & description reviewed by a professional in the industry, who confirmed that what we experienced was NOT normal scuffing with an install; this professional indicated that they would have fired the installation crew who did this shoddy job, and compensated me for the extra paint work and hassle.  I also shared my disappointment with the friend who referred me to RiteRug - and our specific salesperson - and they were horrified; they had used RiteRug for carpet replacement in multiple homes over the past few years and had never had ANY damage done to their walls.
  
  RiteRug sent me a copy of their contract as a gotcha moment; however, they glossed right over point 9 of their terms & conditions: "RiteRug Co warrants that all labor will be performed in a first-class workmanlike fashion."  Nothing about our installation was first-class.  In addition to all the damage, they installed the carpet on the stairs incorrectly.  This resulted in another email, with photos, referencing the specific installation method we had paid extra for.  So we then had to take another day off work to babysit another contractor to remove the carpet and install it as we had paid for, weeks after our move.  We also had to take the time to protect our stairwell so another installer didn't damage our walls, and require me to live with the damage or vacate my house for 2-3 days so as to avoid an anaphylactic reaction to curing paint or carpet glue.
  
  Moreover, RiteRug repeatedly tried to gaslight me and minimize the damage done by their employees.  Beyond the initial meeting with the salesperson, my experience with RiteRug has shown that they do not care about their customers.  They do not communicate the terms of engagement before they require payment, they did not reach out to schedule installation as they indicated they would (I had to call and request an installation date because we were up against a deadline, which had been communicated during initial meeting), they did not provide an installation crew that followed directions, and then they repeatedly blew me off. RiteRug's poor after-the-sale customer service made our move so much more stressful during an already stressful time.  We won't use them again.
  
  Regards,
  
  ****** *******

• Initial Complaint

  12/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Since the first day of moving into our new home on June of 2022 our Rite Rug flooring has never been right. It started with my LVP Armstrong flooring peeling at the corners. At that time the ball was dropped on Rite Rugs end from the warranty manager Brett. My ticket was closed and no one came to fix my flooring for months. We had to hound Brett and see when he would be out to get the initial repair completed. After taking off work several times for these warranty appointments, there was still no solution so I contacted corporate. Beth from corporate directed me to talk with my local office at ************. I spoke with Jillian S******** at my local office. She bubbled up the issue to Brett’s manager, Brandon. Which prompted Brandon & Brett to both come to my house for the flooring. After that visit the flooring needed to be replaced & the carpet needed retucked in the kitchen. Rite Rug came out in April 2023 where they replaced a few LVP boards & retucked our carpet. Since then I’ve discovered nothing but issue after issue. We spent our hard earned money on these floors & expect them to not be chipped cracked or fraying. When I mop on my hands & knees I see the edges of some of the LVP catching my cloth due to the edges being chipped. It’s so disheartening. Most recently we noticed where they retucked our carpet in April the spot is now unraveling again & needs addressed. Sept 2023 Rite Rug came back out to fix the carpet. Two months go by & we are back to having the same spot unraveling. So again on Dec 8 we had the Rite Rug warranty manger out here to investigate. He was here for less than 5 minutes & told us that he would get the guys at Rite Rug to stretch the carpet to repair it & to expect a call to set up the appointment. It’s shocking to hear that Rite Rug wants us to pay for something we had no fault in. I truly haven’t been pleased with Rite Rug from the very beginning and hate to even reach out regarding this issue but no one seems to be able to help me.

  

  Business response

  12/21/2023

  We have came to a resolution with the customer. All concerns are being addressed.

  thank you

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We started the process in August. We were told by Brock, our sales person, (who we have not heard from since September 20th) initially this would be a 2 day job and it would be completed by our daughters first birthday party on September 23rd. Unfortunately, this job was not completed until October 9. This job required 7 visits to our home, meaning one of us (and even our adult child) missing work. Again, 5 extra visits is completely inappropriate and we’d hope that any executive at Rite Rug hearing one of us missed wages due to a complete miscommunication would be horrified at this. After speaking to Athena, the costumer service representative, who offered us $1500, which we believe is below what we are due, and Teresa, who told us that Athena was now in trouble for offering us $1500, we are unsatisfied. Further, the appearance of the stairs is shoddy at best, especially for the $5100 we paid for the stairs.

  

  Business response

  10/23/2023

  Per our contract we typically do not provide compensation. However, we are willing to compensate the amount that was offered. Unfortunately we cannot offer any additional compensation.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩