Complaints

This profile includes complaints for RiteRug Flooring's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  RiteRug Flooring

  4450 Poth Rd Whitehall, OH 43213-3837

  
• 

  Rite Rug

  2330 Fortune Dr Ste 110 Lexington, KY 40509-4257

• 

  Rite Rug Co.

  9974 International Blvd West Chester, OH 45246-4852

• 

  Rite Rug Co., Inc.

  701 Miamisburg Centerville Rd Centerville Floor Store Centerville, OH 45459-6522

• 

  RiteRug Flooring - Strongsville

  1265 Som Center Rd Mayfield Heights, OH 44124

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over 3 months ago we had our carpet and tile removed from our main floor and upstairs and had them install luxury vinyl flooring. This was a $13,000 project! They sent one project manager who spoke English and the rest of the workers spoke Spanish. The project manager left after a walk through. The rest of the time we were left with workers that we could not communicate with due to the language barrier. We had 2 light fixtures broken, a baseboard busted, walls scuffed and scratched, a closet door that was damaged, they put stair nose on our stairs before the carpet was ever laid, they let debris go down the air duct vents, took off the plastic trim off the bottom of our cabinets in the kitchen and didn’t replace, then I don’t think there was a piece of quarter round put down correctly, they were either cut incorrectly or had huge scuffs on them to where they were no longer white, AND completely forgot to do a section of carpet in our master closet. So over the last few months they have sent multiple crews out to fix things, redo the stairs completely, completely replace the baseboard, a crew to touch up all the quarter round, had another come out to fix the bottom of the kitchen cabinets, another came out to put the carpet in the master closet, and then we had to go buy light fixtures and they reimbursed us for those. Not to mention while communicating with “customer care” not once did she seem sincere in the struggles we were dealing with and on a couple occasions messed up the scheduling to delay things even longer. I had to hold their hand through the whole project just to get things made right and to this day, we still feel they have not been made right! After I followed up again, I finally got someone who I thought might be able to make this right, for what was suppose to be a 2 day job that had turned in to a 3+ month project. Just to have this agent tell me she can’t give any compensation due to the contract and the best she could do was a $350 store credit!

  

  Business Response

  Date: 02/22/2023

  Per the contract that was signed we do have the right to make repairs. The contract also states that we do not compensate. I apologize for the frustration in this we were able to make all the necessary repairs. We are willing to offer an in-store credit

   

  thank you

  Customer Answer

  Date: 03/06/2023

  I am rejecting this response because: This isn't good enough. After spending 13,000 dollars with the company all they are willing to give us is $500 for all of our time, hassle, stress, taking time off work, having to have contractors in and out of our house, all the above. This company really does not care about their customers and does not care to make it right. I will never go back to Riterug and will always, always tell everyone I can about how horrible they were and to never use them for anything. 
  
  
  
  Regards,
  
  
  
  ****** ***

• Initial Complaint

  Date:02/10/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rite Rug supplied flooring for a clubhouse restoration project in a community I manage (********** ** ******) after an ice dam damaged the clubhouse interior. Less than two months after installation the carpet panels started peeling back. We cannot get the account manager, branch manager or anyone to return either the association, my or the restoration agent's call. We just want the guarantee to be made right.

  

  Business Response

  Date: 02/15/2023

  We are scheduling the OI to go back to make repairs. This is
  a very simple repair I’m not sure who they were reaching out to before but this
  was never sent in to customer care. But we are getting it taken care of. I’m
  waiting to hear back from the customer if they have material on site and if
  they do I can get them scheduled if not I will have to order a box of carpet
  tiles

  Customer Answer

  Date: 02/16/2023

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rite Rug Flooring replaced tile that had been deemed defective in our home. Our home was less than a year old and this was warranty work. Rite Rug was not an easy company to work with, they sent subcontractors who were sloppy, didn’t stick to the schedule that was given to us, did not clean up after themselves and were completely unprofessional. The tile they laid was also defective, they left cracked tile under our dishwasher, the grout lines are not even and some tile already has visible cracks. They did not clean up the inside our home, they left a pile of trash in our yard (including their take out food), left extra materials in our garage and left debris in our yard and all over our sidewalks. They also damaged doors, left knicks on walls, even some hardened grout on walls too. They didn’t take down the sheet plastic or plastic off the floors. The areas where tile and carpet met, they were sloppy, got grout on our carpet, and did nothing to clean up that mess either. When we called with concerns or complaints, we were spoken to rudely by the staff at Rite Rug flooring and told to call our builder. This company was one of the worst ones I have ever had to deal with, totally unprofessional and their workmanship is unacceptable.

  Customer Answer

  Date: 03/22/2023

  I am rejecting this response because: That is not a complete answer. I will accept the response when our situation is resolved and I have a satisfactory floor in my home. Also, there is no resolution for the damage that was left in my home or the inconvenience to my family. 
  
  Regards,
  
  
  
  ****** *********

  

  Business Response

  Date: 04/14/2023

  We are working with the builder to resolve this claim. - thank you

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Broken Edges/Wash Board Cupping - Floor is coming apart and dangerous to walk on. When I was sold the flooring I was told how durable and long lasting the product is. This floor is terrible. You can not walk on it without a piece of the floor catching on your foot. Some areas will cause you to trip. Rite Rug sent two different inspectors out and both said the flooring should NOT be doing this. They came out and took pictures 3 times and even took a moisture reading which they said was not an issue. I have attached pictures of the flooring as well as the response from the flooring manufacture. Rite Rug has been unwilling to provide me with a name and number of someone at their company I can contact. They are putting blame on manufacturer and manufacturer is placing the blame on Rite Rug. I just want my floor fixed and no one will speak to me. The attached denial letter provides the product ,the SQFT of flooring etc. Quality and Customer Service is terrible.

  

  Business Response

  Date: 02/23/2023

  We have contacted this customer and are working with her to resolve the issues

  Customer Answer

  Date: 02/24/2023

  They have offered to send an independent inspector out to view my flooring but I have not heard from anyone yet.  I will not accept any response until another inspection has been completed and the company has worked with me to resolve the issue.  Calling me and telling me that they are going to do something does not equal them actually following through with what they say they will do.   

  
  
  Regards,
  
  
  
  ******* *********

  

  Business Response

  Date: 03/03/2023

  The independent inspector has reached out and scheduled with the customer

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ongoing problems since June 2022. Still working on trying to get issues with tile installation/warranty servicing from company. I have had multiple missed days of work sitting waiting for someone to show up over the span of these last few months. The time they showed up, they brought the wrong tile. The time after that, they showed up to the house, hung a sign on the door without knocking and left. I've done everything possible on my end to make this process easy for the company. Asking for them to knock and ring the doorbell, to call to confirm they're en route. 4 hour windows of waiting for no one to show, for someone to leave a hanging door sign saying we missed you. I called the number provided on the hanging tag and no one answered. Or returned the call. The point of contact for rite rug Adamaris is hard to contact, I've left messages on a couple of occasions with no return. I have to keep calling in again and again to try to get this issue resolved. And yes, with the back snd forth that this company has put me through we are past the warranty window. YET, if it was handled at the time we initially set everything up, it would have been within the warranty period and the company's negligence and inefficient scheduling practices have caused significant delays. I was told that the point of contact adamaris has no way to ask the installers to knock or call, so I asked how does anyone contact these installers to relay the message so this can get finished, and the answer is the installation manager. When asked to speak to the installation manager, it's a no. It's difficult to deal with office personell with unpleasant manners and inefficient communication between different departments. Some training would be helpful for representatives.

  

  Business Response

  Date: 03/12/2023

  all issues have been resolved with the customer

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had luxury vinyl floors installed in October of 2019. They looked great. 1 piece was slightly off so I called them to come fix it. They cane out quickly and replaced 1 piece of flooring. All was good for a couple months when that replacement piece began to separate. I had called them to have someone come out and they told me it was covid and they were very backed up because of it. No big deal, I understand. Finally someone came out and unfortunately we missed the appointment with a family issue. I called them immediately to reschedule and never heard back. Waited til Covid ended and all was safe. I called back and was told warranty is expired and I would need to pay for repair and an inspection for the repair. After talking to flooring guys they all said the same thing, more than one piece should have been changed in the first place. I talked to Rite rug who waved the inspection and concurred the locks were broken. They want to charge me $125 to have them come out and fix an issue they created. I just want the flooring repaired as now another piece is coming apart. I also believe the flooring itself has a 10 year warranty so if it is a lock issue either the flooring is bad or they made a faulty repair.

  

  Business Response

  Date: 01/09/2023

  Customer will be contacted to schedule repair. We will waive the charge even though the install is well out of warranty.

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rite Rug did a terrible job installing the carpet and flooring in my new home. There are many extremely visible seams in several rooms and areas of the home, and our LVP flooring was cut extremely short, which now has led to large gaps in our flooring. When we initially reached out for repairs, someone came for the LVP(once but there are still ongoing issues from the boards being too short) but the carpet teams have now no-call, no-showed for 2 separate repair times. We have reached out to them several times, and they have not come to make the repairs.

  

  Business Response

  Date: 12/08/2022

  An inspector has been scheduled to go out to the customers home on 12/13. Any services that are needed will be scheduled after inspection.

  Customer Answer

  Date: 12/09/2022

  I am rejecting this response because: this is only an inspection. I will not accept a response until the work is done to correct the issues. They have done other inspections and then no one shows up, so this should remain open until they take steps to correct the issues. 
  
  
  
  Regards,
  
  
  
  ******* ******

  

  Business Response

  Date: 01/17/2023

  This has been resolved with the customer. All repairs are now complete.

  Customer Answer

  Date: 01/18/2023

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been in contact with rite rug with concerns of our brand new floors coming apart and peeling not long after they were initially installed.
  
  We contacted them again in June of 2022, expressing concerns that the floors were getting worse. We sent pictures, emails following up with the status and they finally sent an inspector to the house. He said it was a major issue and would be replaced.
  
  We were then told another inspector was needed / requested by the manufacturer. This process also took a considerable long time in which we were told “they can’t get ahold of them”.
  
  The 2nd inspector finally came to our home on November 8th. It has now been 3 weeks and in total over 5 months from our second complaint / request to have our floors fixed.
  
  We were told we would get weekly updates until the issue is resolved, we have not. We’ve been told this issue has been made aware to a manager and the floor manufacturers owner. We were told that the manufacturer no longer makes the floors we have & to go inside a rite rug and choose a comparable replacement. We have done everything they have asked and yet our floors still remained unfixed. 5 months later.
  
  We just want this issue resolved. They run all throughout the first floor and upstairs hallway/ loft. We have 4 small children who have scratched their feet on the floors. We needed to buy a big area rug just to be able to use our dining room without our feet/ chairs catching on the pieces coming up.

  

  Business Response

  Date: 11/30/2022

  Replacement of the floor has already been approved and a reselection letter has gone out to customer.

• Initial Complaint

  Date:11/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximately a year ago I started the process to have my flooring I purchased from Riterug to be replaced as it is defective. Riterug admitted to me from a customer service representative named Ashley C****, that this brand of flooring we purchased (standup vinyl plank) was problematic and the manufacturer usually didn't honor any factory warranty. Riterug sent an inspector and they determined it is in fact defective and has a "cupping" issue making the edges of each plank bow up in various areas or the house. No humidity or water damage has occurred and the inspector found this to be true as well.
  
  Riterug has offered a solution in the form of the document I have provided. It does not provide enough money or instore credit to replace or come close to what I spent on the flooring (standup) that needs to be replaced. They only have flooring at the store that will cause me to spend more money out of pocket for the replacement.
  
  I belive I spent over $5000 on this standup flooring that needs replaced. This would include installation and tax. They are only offering me a price of $2,637.95 total. Again they have nothing In the store that I can select that is that price to replace my defective flooring.
  
  I'm wanting the flooring replaced with at the very least an equal but not defective quality flooring. They dont have anything they can offer me without me having to spend more money. This is unacceptable for me and my family.

  

  Business Response

  Date: 12/02/2022

  Mr **** was offered 2,79sf for replacement. It is our understanding he has found something that was slightly over his allowance at 2.99sf. If that material is acceptable, he can have it at no additional charge.

  Customer Answer

  Date: 12/20/2022

  I have picked a flooring out as a replacement.  I spoke with a Tina T***** at customer service for RiteRug. Her phone number is *************  She claims the centerville store had it in stock but was waiting for step covers that match to be ordered and shipped. This has been over a week ago. Tina T***** said she would contact me within a weeks time, it has been a week. I have NOT recieved any calls or emails. I have tried to contact her today with no success.

   I'm hoping she will answer or contact me today with good news.  As of now I dont have a new flooring, no set date for install/ replacement and no updates.  

  

  Business Response

  Date: 01/09/2023

  Customer has been contacted and updated. We are hoping to install replacement floor the week of January 15th. We are just waiting on trim that is being stained.

  Customer Answer

  Date: 01/17/2023

  I didn't want to agree or disagree with the proposed offer from the business yet.  It's been going on for several weeks now since we selected the new flooring material and Tina T***** tries to stay in touch with me every Monday. Today's update is they are still waiting for parts to be stained and/or arrive.  Estimated the 25th of January.  We were originally told the week of the 15th. 
  
  At this point my patience has worn thin. I'm holding out hope riterug will come through and fix this but so far I just keep getting excuses and still the floor hasn't been replaced. In fact areas of the defective floor have gotten worse and it's difficult to walk on those areas now.  
  
  Thank you,
  ***** ****

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We spent over $10k on flooring with Rite Rug. They made warranty repairs and admitted fault. The repairs they made are coming undone again and again. They have admitted again they cut the flooring to short and did not glue the floor down properly. The employees keep telling me they are only doing this because they are preforming a courtesy for us. They keep saying the original flooring is out of warranty even though these are from the repairs they made and admitted failing at the original installation. I want to state for the record missing work and money to keep trying to repair faulty installation is not a courtesy to me or my family. You own us money back for the inconvenience and the covering up of your mistakes. You should replace the whole area and not try to patch my carpet. I don’t want to hear you say after three months that my carpet patch is out of warranty because it was originally in stalled over a year ago. I don’t want you to call this a courtesy. I don’t want an employee to put me on hold and cut me off mid sentence. I also, don’t want the employee to tell me the manager will not speak to me because he doesn’t talk to customers directly. This has been a terrible experience and now want reimbursement and replacement of the area affected.

  

  Business Response

  Date: 11/30/2022

  We have offered to make various repairs to the customer even though he is out of his 1 year Installation Warranty. We have also offered to replace the Living Room as a courtesy since he is out of warranty. He has declined this as well. Our offer to replace his Living Room is still good.

  Customer Answer

  Date: 12/01/2022

  I accept the business's response to resolve this complaint. I do want it recorded that your initial repairs were within the warranty time frame and also documented afterwards by your own company that the repairs we not done well. The carpet was cut too short and the transition was not installed properly. Stop referring to this as a courtesy. Nothing about this is you doing me a favor. It’s more acceptable to say an inconvenience and just apologize. If you would worded it like that and treated me with a little more respect (putting me on hold mid sentence) I would not have filled with the BBB and would have just taken the repair again for a third time.

  
  
  Regards,
  
  
  
  ****** *******