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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 usTravis has facilitated a compensation for our difficultyWe 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 fromHe 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 storeRite Rug worked with the flooring manufacturer [redacted] for a total flooring replacement at no additional cost to usAs of 4/15/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

Subject to an acceptable release and Discover Card release I accept the proposal outlined below

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me

Rite Rug's Customer Service Department will contact Mr [redacted] to schedule the repairs & replacements suggested by the inspector's report/evaluationWe will contact the inspector directly to find out what is needed to make the correctionsRite Rug sincerely apologizes and regrets the issues in this flooring installation

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

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

Rite Rug apologizes for the difference in price quotes from different sales representatives Ms [redacted] was trying to match/add wood flooring installed in her new home from her builder, approximately year ago Price quotes given by phone are estimates only due to the number of variables involvedWe require all installation quotes be seen in person by a representative before a price can be determined Our Regional Sales Manager reviewed this situation and contacted [redacted] with an offer of a fair price resolution

Rite Rug's position remains the same, since this carpet is past the month warranty period which expired in November

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 $adjustment to the customer for inconveniences

Rite Rug extends a month labor installation warranty on residential installations The warranty expired in July, As a consumer goodwill gesture, we will schedule the carpet restretch for 50% off the price This offer was accepted by [redacted] and the work will be scheduled at a mutually agreed on date

I am rejecting this response because:Poorest response and never gave straight answerThey are all training very well to be nice and give answer you needI even got a call from a young lady at corpand she well trained to be very nice and give the answer you needIt appears to be off their plates and moving onThe installer was guided to install an additional 18" to the shorted piece I received, so in turn I would have had two seamsThe office said it would take two more week to get the in-stock carpet or put what I have inThough if installed and I was not satisfied they pointed out that I was the one that ok'd the install of the patch Regards, [redacted] & [redacted] ***

That is correctThe release form that was sent by Rite Rug includes wording that not only releases liability for the entire floor, which is outside of the scope of the water damage, but it also nullifies the warranty that was sold with the productThat means that in order to receive the compensation for the damage that occurred, compensation that was already approved and promised on December 14, 2016, I would need to sign away not only any rights I have to liability for future issues related to the installation of the floor, but also waive any product and labor warranty that is currently associated with the flooringIf Rite Rug wishes to change the waiver to state specifically that the only waiving of liability will be that of the toilet and associated water damage to the first floor, and if Rite Rug removes the wording that negates the existing product warranty, then I would be happy to signIt's not like I ever intend of using this company again in the future after this debacle Should this issue not resolve through the Revdex.com, I fully intend on filing in small claims court to recuperate not only the plumber expense at issue here, but the additional expenses, such as lost wages from both myself and my wife, associated with numerous appointments with both the plumber and Rite RugThis case will no longer be settled for the sum of $285, but will cost Rite Rug significantly moreI have in no way, shape, or form filed this complaint to procure additional money but if I need to spend additional time and funds to recuperate this expense, I will certainly do so It should also be noted that not once during the entire matter at hand has the service manager or store manager contacted meWhy this needed to escalate to the point that I file a Revdex.com complaint to receive any feedback is obviously indicative of the poor level of service this company puts forth to resolve customer issues I look forward to resolving this matter Regards, [redacted]

I do not agree with the written responseOnce again Rite-Rug is insinuating my wife chose an inferior quality and lower priced carpet for the same price as the contracted carpet choiceThis is incorrectShe was asked to come in a chose a color, which she didNever did Rite-Rug have her sign any thing saying we approve of a lower quality carpet than what was originally contractedOtherwise, we are working out replacement terms and moving closer to an agreement

Rite Rug will offer, as a Consumer Goodwill Gesture, a full credit towards the replacement/reselection of this flooring We regret the customer was not satisfied with the "high gloss floor" finish Our Customer Service Department will contact [redacted] on the replacement procedures

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 trafficThe 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 Cois 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

Rite Rug Company agreed to pay the plumbing bill submitted by Mr [redacted] However, Mr [redacted] refused to sign the claims release we sent Our policy requires a signed release on adjustments of this nature

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 sincerely apologizes and regrets the issues described in this complaint Our Customer Service Department is working with the customer along with the flooring manufacturer, [redacted] to resolve the issues The flooring manufacturer sent out an independent inspection service to evaluate the flooring on 3/ We will advise the customer along with your office on the results of this evaluation

5/31/2017As a policy adjustment, due to installation issues, Rite Rug will authorize an adjustment on the labor charges As requested by Mr [redacted] Our office will send a claims release form and upon the signed release, we will process the adjustment