Potamkin Cadillac-Buick-Chevrolet-Geo, Ltd.

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.

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 will contact Mr. [redacted] to schedule the repairs & replacements suggested by the inspector's report/evaluation. We will contact the inspector directly to find out what is needed to make the corrections. Rite Rug sincerely apologizes and regrets the issues...

in this flooring installation.

Rite Rug Company sincerely apologizes and regrets the inconveniences on this flooring installation.  As a policy adjustment, we will process the request for $450.00 in compensation.

Rite Rug issued/mailed this check on 3/8/2017 to [redacted] at [redacted] [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.

I am...

rejecting this response because: This should have been completed in one day as agreed in contract.  As I result of the delay, I've paid 2 payments towards the bill on an unfinished product and have to take more time off work.  the business has yet to address my complaint the next day as the installer chipped freshly painted walls that had to be redone.  As mentioned, I called and spoke to riterug asst manager [redacted] and Manager [redacted] regarding the damaged walls and sent photos of the damage and nothing was done other than an apology.  This is not acceptable.
Regards,
[redacted]

As we clearly stated in our complaint, we have been using the same vacuum and same chairs on our old carpet without causing the same kind of damages to our old carpet for over 10 years.The response from RiteRug is trying to deny the fact their low quality carpet can NOT stand a normal and gentle usage.
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'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 sincerely regrets,  this special order material is on back order with the manufacturer.  The manufacturer states the material should ship from their location on 10/25 or 10/26.  Rite Rug will contact [redacted] has soon as we receive the material.

Rite Rug Company sincerely apologizes and regrets the issues on this flooring installation.  Our Customer Service Department is currently working with the customer to schedule the job finish ups.  As a policy adjustment, we issued a $300.00 adjustment to the customer 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]

I am rejecting this response because: Yes we spoke to Rite Rug 1/31 but never asked for them to only respond 2/6. We were asked for photos which we sent. We were then asked for additional photos for the supervisor to review. Additional photos were sent 2/1. We have not gotten a response back.My issue with Rite Rug is not that they are not responding, the issue is that they are clearly not able to fix the ongoing issues. They have attempted to fix this issues 6 times. That means 6 times I have had a mess made in my bathroom, 6 times I have not been able to use my shower in a house that is only 3 months old.
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.

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]

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.

I am attaching all the documentation on this complaint from [redacted].  The flooring purchase was with the builder, [redacted] Homes.  The claim has been declined by [redacted] Industries, the carpet manufacturer.  “ the claim states the homeowner is concerned with excessive wear.”...

 “Crushing of any type is not considered a defect in the quality of the carpet and thus, is not covered by warranty.  All carpets will crush to some degree with traffic.  The extent to which the condition occurs depends on such variables as type as construction, fiber type, density, usage, and maintenance of the carpet.  Crushing caused by furniture, including impressions left by legs of furniture is not covered under the texture retention warranty.”  “ Based on the information provided, there is no performance or quality issue with the flooring.”   Rite Rug Flooring   Rite Rug Flooring

In response to this complaint, which our office received on 1/4/2016.  This contract was with [redacted] in 2014.  After Rite Rug contacted 2 independent companies that specialize in grout restorations.  We will offer to pay one third of  the  costs of...

the restoration,  with the home builder and the home owner, Mr. [redacted].

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.

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.