Potamkin Cadillac-Buick-Chevrolet-Geo, Ltd.

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. "

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 will agree to waive any trip charges, to date.  We will schedule the floor repairs on the 5 new areas marked by the homeowner.  Rite Rug placed an order for 1 box of flooring for the repairs.  The box of flooring materials will be left for the homeowner, after the repairs.

Complaint: [redacted]
I am rejecting this response because:  Rite Rug sent out installers three different times and none of them could finish the job, much less to industry standards.  We are not willing to let them inconvenience us again after multiple failed attempts.  Surely their own inspector would only side with them, and/or they would send out the same installers, which is not of any interest to us at this point.  At minimum Rite Rug should refund our money for the labor that we paid for, because the job never got completed and they cannot dispute that.  Why would Rite Rug want to both inconvenience us further and pay installers more on a failed job, instead of just issuing a refund to us?  A terrible experience that they are continuing to make worse...incredibly dissatisfied and disappointed.
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.

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]

This claim was declined by [redacted] Industries, the carpet manufacturer.  A copy of this letter, dated "August 22, 2016" was forwarded to your office in our response.  According to their letter:  "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 of 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 warranty."  "Based on the information provided, there is no performance or quality issue with the flooring."The "[redacted] 5-Year Limited Quality Assurance Warranty"  (copy sent to your office in our previous correspondence)  "Exclusions  Matting and crushing, or any change in appearance retention, are not manufacturing defects and are excluded from this warranty.  For the purpose of this warranty, matting is defined as the loss of twist from the tips of the pile tufts and entanglement of the fibers.  Crushing is defined as the loss of pile thickness due to foot traffic only.  Pile distortion or compression caused by furniture, including impressions left by legs of furniture, is not covered by this warranty."Rite Rug is not able to change our position on this complaint, since the issues are not covered under the manufacturer's warranty.  The homeowner is welcome to hire a certified, independent inspector to evaluate his carpet.  If the findings are different, [redacted] will pay for the costs to repair or replace according to industry standards.  The inspector must be on the http://nicfi.org/ list when hiring.Rite Rug Co. is declining the request for reimbursement on the carpet cleaning.  The carpet manufacturer, [redacted] Industries requires all carpets  be professionally cleaned before any claims can be submitted.

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.

On 1/12/2015,  Rite Rug agreed to contact an independent, certified inspection service, at our expense to evaluate the "snags" in this carpet.  Our Customer Service Department along with the inspection service left numerous phone messages and emails to the numbers on file,  in January, February & March.  We have a list of dates that can be provided, if needed.  Our file on this matter was closed due to no responses from "[redacted]".    The file is now open again.  We have contacted "[redacted]"  and the independent inspector will schedule an appointment to evaluate the carpet.

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.

I will only settle for the first paragraph that Rite Rugs Attorneys document that they typed up. As I have stated that this is a fair settlement for both sides. This seems to be going nowhere. I received a phone call from Mr. [redacted] and he stated for me to take it to court. I have asked Revdex.com to what level I need to take this but no answer. If you read all the documents you will see nothing has changed sense the first except type-o errors. Both sides are firm and I consider this unresolved. I feel Rite Rug does not want to settle the claim against them and this is a way of prolonging this from the start, and from them not paying the damage they caused.  I would like to have a reply in 2 business days from Revdex.com. Thank You

I reviewed the response made by the business in...

reference to complaint ID [redacted] and find the resolution is satisfactory to me providing that they plan on do a little more than just adding stain and poly as there are swish marks from the previous application and that needs to be uniform. I also want to point out that rite rug never informed us a one year warranty nor can I find it on any paperwork. Had I known I would have called sooner as it occurred just 6 mo into our supposed warranty and the issues we had already initially with them having to come back in August to correctly match the flooring since  it wasn't done correctly the first time I'm sure they did not want to make that information privy to us. Bette was very adamant that she did all she could, such a nightmare. Had I not been pregnant at the time there would have been a lot more done but I could not take the stress of it all. I was also notified that the company whom was contracted out ( ha, also wasn't aware they contracted jobs they said they were doing) had been fired bc of the poor workmanship, sad I had to partake in that, one would think companies would stand behind there work no matter the time frame with that knowledge but as a first time home buyer I guess that's what the rite rug company preys on. 
[redacted] [redacted]

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.

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.

I'm satisfied with the results of my complaint. However, if anything may come up negative later on in the future about my complaint, then I would contact you again. Thank you!

Rite Rug sincerely apologizes for any inconveniences on this flooring installation.  Our Customer Service Department contacted the customer to schedule the finish up on the trim pieces.  The finish up on the trim along with the carpet issue is scheduled for 11/4, after 3 pm.

Rite Rug Company would like to submit the attached information on this complaint.  This claim is declined,  based on the results of the inspection report on 5/8/2017 from the independent, certified inspector, “[redacted]:“CONCLUSION:”“No manufacturing deficiencies were found.  There is no wear.  “Wear” is defined in the industry as the actual loss of the caret face fiber through normal abrasion (walking).  I did not find any evidence of fiber loss.  The texture retention is good.  Texture retention is not the carpets ability to keep its new like appearance of the pile.  Texture retention is the ability of carpet’s tufts to retain their visible shape, as measured by the degree of busting, opening, or untwisting of the tufts at the surface of the carpet.  Texture retention warranties generally cover excessive loss of texture from foot traffic resulting in tuft bursting, opening or loss of twist which cannot be corrected.  This was not found.”“The carpet is crushing and matting in traffic areas and in areas of repetitive use due to the unavoidable pivotal foot traffic, soil, along with specific local usage and maintenance of the carpet within this home.”“The moderate to heavy soil is adversely contributing to the carpets appearance.  Soil is made up of a multitude of components, many of which can impregnate fibers, can permanently dull the yarn, and will cause abrasive damage to the fibers.  The amount of soil that was easily lifted from the carpet does suggest that this carpet can be cleaned better and the appearance can be improved.”“It is inherent that the surface texture of any carpet will change to some degree in heavy traffic areas, on carpeted stairs, and in areas of concentrated, pivotal, or restricted use.  The degree of change will vary depending upon the construction of a particular carpet along with the specific use and maintenance of the material within a particular home.  It should be noted that carpet will make its largest change in appearance during the first few months of use.    Carpet installed on stairs and in areas of abnormal foot traffic will crush at an advanced rate.  Such areas are generally excluded from the manufacturer’s warranty.  Some change in texture, tip bursting, pile crush and yarn layover are inherent conditions that will occur in all carpets to some degree.  The manufacturer’s warranty does not allow for some change in texture, which is considered normal wear and tear.  The performance exhibited by this carpet is consistent with the characteristics of its construction i.e.: yarn, yarn size, yarn face weight, gauge, and density.For your review, we are also enclosing the following:Pictures from the inspection report.Copy of “THE CARPET AND RUG INSTITUTE”  “Carpet Maintenance and Troubleshooting Technical Bulletin” on “Texture Appearance Retention, Crushing, Matting & Wear”Copy of the letter dated “May 15, 2017”  from “Rite Rug Co.”  to “[redacted]”  4450 Poth RoadWhitehall, OH 43213614-573-4202www.riterug.com

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.

We...

have worked out a compromise with the
[redacted] concerning their carpet issue. Rite Rug will replace the carpet in
the 2 bedrooms to the color that the customer prefers, and the customer will
keep the existing carpet in the den that was installed initially. This should
all be completed by the end of next week. We are also having the customer sign
off that if the color does not match, any further color changes will be at the
customers expense.

[redacted]'s own warranty states"The carpeting will NOT exhibit loss of texture due to foot traffic"After only 2 month the complete flattening of the carpeting due to foot traffic is NOT normal crushing or matting but shows the loss of texture - the carpeting is not made correctly. We are NOT talking about furniture crushing or matting, but simply walking by 2 people that are over 62 years of age on the carpeting. If this carpeting was 5-10 years old or older then yes, we would be talking about crushing, matting, but after only 2 months - no that is not crushing, mattingThis carpeting HAS exhibited the loss of texture due to foot traffic and should be covered under [redacted]'s warranty. If it is not covered, the warranty is worthless and [redacted] has no responsibility to sell a merchantable product to the public. Regards,
Dennis Carr