Texas Instruments

I am writing regarding the claim # [redacted] that I filed 9/8/regarding Rite Rug Co., Strongsville, Ohio We contacted Rite Rug that we are having several issues with our floor not holding up They came out and gave us information that it was not their problem as it is out of warranty We then contacted Armstrong directly to have them out Micah J [redacted] sent their representative [redacted] out for an inspection on 9/23/ He stated that it was not a product defect, however he saw several installation issues present that are creating the many separation issues with our laminate floor He also indicated that the humidity & moisture levels in our home were within range Rite Rug never did any of the required moisture or humidity readings PRIOR to installing the Armstrong flooring product We do feel that this issue has still not been properly addressed by Rite Rug Company They have not offered any suggestions to help us correct our current problems As of right now, we have at least separate issues where the product is not holding up If the floor was installed correctly - it holds a Year Warranty We have approx $invested in our floors and they look horrible.I would definitely like this claim to be reopened.Thank you very much [redacted] ***

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 uniformI also want to point out that rite rug never informed us a one year warranty nor can I find it on any paperworkHad I known I would have called sooner as it occurred just 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 usBette was very adamant that she did all she could, such a nightmareHad I not been pregnant at the time there would have been a lot more done but I could not take the stress of it allI 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] ***

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

7/6/ Rite Rug extends a month labor warranty on installations As stated, in the terms and conditions of our contract: item " The labor warranty for installations will be for months." (a copy of this contract can be forwarded for your review, if needed) The month warranty expired in March 2015, which is over years past the warranty This complaint is declinedRite 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 seasonswear and tear is not included in the installation warranty"

Rite Rug's Customer Service Manager spoke to the customer on 1/31/ 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/ Rite Rug will continue to work with the customer to try to resolve the issues in this complaint

We did not miss an appointment on June On June 28, we were advised that the contractor was parked in front of our house in an unmarked vehicle The contractor saw me pull out of the driveway and left I was advised by Jerry that I should always assume that an unmarked vehicle in front of my house means that someone is coming to do business in my house I advised him that everyone in the neighborhood has someone doing some work and an unmarked vehicle could be someone for the neighbors or a solicitor Your contractors never rang the door bell My husband was in the house the entire day Also, when Jen called to schedule the appointment for 6/28, I advised that they contractors would be meeting with my husband How dare Jerry insult our intelligence by advising us if there is an unmarked vehicle in front of our home that we are to assume they are to visit usWe had a construction workers car parked outside our home for weeks.They have no proof that they were at the house, rang the door bell, and no one answered It's just like the lack of proof for the wood that was ordered for our home and never arrived As I advised Jerry when he visited the home and followed up with a call on 8/9/ Let's be honest, ethical and show some integrity Rite Rug does not appreciate the long term value of a customer When Jerry was here, he shared other services that Rite Rug offers that I said we would be interested in receiving a quote I told him they needed to assess the long term value of a customer If you put all the flooring in, why wouldn't we call you to replace it and repair it when the warranty is expired?! It's your work I'm not paying for trip charges That's unethical, dishonest, and lack integrity considering how disrespectful I have been talked to and how we've been lied to by Jerry stating numerous times that he would call back, he had it scheduled, etc Today he said he was sending an email We are still awaiting the email The best solution is to come fix the floors when it's convenience for us so that we don't incur any additional expenses for time off from work or paying someone to be at the home, give us our wood, and part ways Regards, Cosmelitia Sain

Rite Rug Company's Customer Service Manager spoke with Mrs [redacted] , regarding the issues with this carpet installationWe have reached a mutual agreement to replace the carpeting

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

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

I am rejecting this response because:I outlined that my contracted work to repair was above $I spoke with RiteRug yesterday and gave them my contractors original outline of $to repair the damage, he has since offered to lower the price to $which I have attached the estimate here but it is not truly a compensation if I am only getting my house fixedAll 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 workThey 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 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/or 10/ Rite Rug will contact [redacted] has soon as we receive the material

I am rejecting this response because: the salesman lied to us multiple times, but the company has no concerns about that The salesman yelled at my wife and had to be asked to leave and the company as no concerns about that The salesman caused us to come back to Ohio in January (unplanned) and incurred additional expenses, but they have no concerns about that In essence, this company has no concerns about the customer at all The company refuses to make good on the rebate that the salesman lied to us and said existed The only comment from the company is they are sorry it didn't exist Regards, [redacted]

Rite Rug's Customer Service Manager spoke to the customer on 1/31/ 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/ Rite rug will continue to wprk with the customer to try to resolve the issues in this complaint.Tell us why here

Rite Rug sincerely apologizes for the inconvenience this delay caused Our Customer Service Department processed the refund in the amount of $for the quarter round

In response to this complaint, which our office received on 1/4/ This contract was with [redacted] in After Rite Rug contacted 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]

10/13/ 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

4/25/ [redacted] *** contracted with Rite Rug in November, 2015, for this carpet purchase/installationOur labor installations are warranted for 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, Our Regional Manager contacted MrKubec on 4/with this offer

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 mePlease 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 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

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 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]