Texas Instruments

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 confirmThis 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 productThis still has to be completed Rite Rug wants to ride this issue out until August because that is our 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 boxes of flooring or for them to come out and repair what has since popped up after my husband signed the paperworkTheir 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: Yes we spoke to Rite Rug 1/but never asked for them to only respond 2/We were asked for photos which we sentWe were then asked for additional photos for the supervisor to reviewAdditional photos were sent 2/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 issuesThey have attempted to fix this issues timesThat means times I have had a mess made in my bathroom, times I have not been able to use my shower in a house that is only months old Regards, [redacted]

Rite Rug regrets there is nothing further we can offer on this complaint Based on the previous correspondence/documentation submitted on 8/7/ This carpet is not wearing prematurely, but showing usage from foot traffic in the heavy traffic pattern areas

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 homeOur 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

6/1/ Rite Rug referred the issues in this complaint to the flooring manufacturer, *** 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

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 until the final installation is completed and compensation for inconveniences is provided RiteRug customer service did call on Feb and I called back on Feb 8; an appointment is scheduled for Friday Feb between 12-4pm Regards, *** [redacted]

8/31/ Rite Rug sincerely regrets and apologizes that installer broke a blind slat during the flooring installation Our Customer Service contacted the customer and scheduled an appointment with a service representative on 8/ At this time, the customer rejected our offer to repair the the broken slat Rite Rug issued a $credit on 8/25, to the credit card on file for the replacement of the damaged blind

Rite Rug's Customer service Department contacted the customer on their job finish up The special order finish up molding is scheduled for installation on Saturday, November

Rite Rug's Customer Service manager contacted Mr [redacted] to discuss the issues on this installation Rite Rug will hire an independent, certified inspection service to evaluate the installation issues The inspection service will contact the customer directly to schedule an appointment Results of this inspection will be shared with the customer along with your office

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

the complaints on the bathroom tiled floors and the showers that are tiled have not been addressed as to what will be doneIt 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/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

4/17/ 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

Rite Rug will schedule an appointment to add additional stain and coat to the area under the refrigerator The month warranty on this job expired in June Therefore, we cannot offer anything further on this job

I have provided pictures showing the damage as well as an altered sketch that the rep presentedIt shows clearly areas that were whited out and new ink indicating a damage spot addedThe area indicated doesn’t match the area of damageIn addition we have consulted with the realtors and the original home owner to substantiate that damage was not there previouslyI am requesting a replacement of the floor Regards, [redacted]

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]

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/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 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 abfoot 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 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] ***” Poth RoadWhitehall, OH 43213614-573-4202www.riterug.com

8/7/ Rite Rug referred this claim to the carpet manufacturer, "Shaw Industries, Inc" for their expertise on evaluating this carpet The carpet manufacturer, declined this claim on the basis this carpet is showing matting and crushing, in heavy traffic patterns The letter from "Shaw Industries, Inc" states " Matting and crushing/packing are excluded from the product warranties for (style name) For the purpose of the warranties, matting is defined as the physical entanglement of the fibers on the surface of the carpet Crushing is defined as compression of the carpet tufts resulting in loss of pile thickness Based on the report, there is no wear or significant twist loss present in the installed material." According to the report from the "independent inspection agency" "Inspector Observations and/or Comments:" The carpet that I inspected is a cut pile-carpet The concerned areas of the carpet are located in the living room entrance to the kitchen and in front of a recliner in the living room I inspected both of these concerned areas very close In both concerned areas, the carpet is slightly matted and crushed I inspected the tufts in these areas closely and found no damage or loss of twist to the tufts With my grooming comb, I combed over the concerned areas of the carpet and was easily able to get the matted areas untangled and easily able to raise the carpet to its original height Keep in mind that these areas of the carpet are located in very high traffic and pivoting areas These areas of the carpet can't be expected to look like areas of the carpet that have very little traffic This is wear of this carpet and not a manufacturing defect in the carpet." There is nothing further that Rite Rug can offer in this matter We are enclosing copies of the letter from "Shaw Industries, Incdated June 23, Copy of "The Carpet and Rug Institute", "Carpet Maintenance and Troubleshooting Technical Bulletin" Copy of "Residential Carpet Inspection Report" dated "6/21/2017"

Rite Rug's Customer Service Department contacted this customer, scheduled and completed the job finish-up.