Complaints

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

close

Find a Location

RiteRug Flooring has 43 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  RiteRug Flooring

  4450 Poth Rd Whitehall, OH 43213-3837

  
• 

  Rite Rug

  6590 Shiloh Rd Ste E Alpharetta, GA 30005-8356

• 

  Rite Rug Flooring

  4701 Acline Dr E STE 250 Tampa, FL 33605-5901

• 

  Rite Rug Co.

  1020 Davey Road Woodridge, IL 60517

• 

  RiteRug Flooring

  1241 Freedom Rd Cranberry, PA 16066

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:11/08/2022

  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.

  I got an estimate to get a floor put in our kitchen. The kitchen is roughly 10 x10. I had scheduled everything through email and the work was completed in May. I contacted the person I had been dealing with because there are air bubbles on the floor and I have been trying to get him to send someone out to fix it. He told me I needed to pay first as I did not have anyone ask for a check before they started. After going back and forth with a few emails, I sent in half. The full amount was 900 bucks but with most home improvements, you pay half at the start and half when it is complete. I sent in 450. It was cashed and all went radio silent with him. I kept receiving an invoice in the mail for a few months that was including a service fee. After leaving messages and not getting a return call, I googled customer service and got a hold of them and explained my situation. The initial contact was a Friday. They said by Monday someone would contact me. They did not. I waited a week and called customer service again. They said they would open a case. I waited a little bit and asked if they had found anything out. I then got an email saying they didn't have my address or email. I sent pictures of the floor which they asked for, although you could not see the air bubbles, but you can feel them. I sent my address on 10/25. I waited until 10/30 and asked if anything had been done or resolved and I have still not heard anything 9 days later. I want my floor fixed so we can sell. If not, refund

  

  Business Response

  Date: 11/11/2022

  Our customer service department has reached out to this customer and we have scheduled an inspection for 11/15 to determine how best to rectify any problems.

• Initial Complaint

  Date:11/01/2022

  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.

  I have had nothing but flooring issues since the day we bought this home. First faulty flooring was installed prior to closing. They laid new flooring over the existing. The new floor began to separate and RiteRug deemed it was their error. My floor was then replaced with the current flooring which is peeling, cracking and per the manufacturer it’s discontinued. Multiple owners with the same exact flooring are having issues. I was told by Lisa S******* that my mill claim was approved and was even sent samples. Now I’m being referred back to the builder side without any explanation. It’s been weeks without any resolutions. My first contact with Lisa was early may and here we are in November without doing what I was promised. It’s just not fair and the customer service is awful. I have never been treated so badly and this isn’t even my fault.

  

  Business Response

  Date: 11/07/2022

  We have been told by the builder that customers in this subdivision need to refer to their Warranty info from the builder.

  Customer Answer

  Date: 11/07/2022

  My floors were already approved by Rite Rug to be replaced due to a mill claim. Lisa S******* has been my contact since May and even sent me samples to choose from. The flooring issue has nothing to do with the builder. These floors were replaced outside of warranty due to rite rug installing flooring over faulty flooring. This is not a ** ****** issue. The issue is rite rug installed faulty LVP that has been discontinued due to the amount of claims. ******** ******** and **** ******* have the same issues so it’s not the builder. Since it’s in righting that it was approved it should be honored.
  
  Regards,
  
  ******** *******

  

  Business Response

  Date: 01/09/2023

  We have received the paperwork back from Ms. Britton... The check has been cut and will be to her as quick as the Post Office can get it to her.

  Customer Answer

  Date: 01/09/2023

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

• Initial Complaint

  Date:10/21/2022

  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.

  July 26, 2021 reached to Bob L*** about foundation not being level and to inquiry about what issues that would create later. Standing water was in certain places. Bob said it wasn’t an issue. The concrete doesn’t need to be perfect but within a specific tolerance and we can discuss at my pre-drywall meeting. Besides you mostly have carpet so it shouldn’t be any issue. Pre-dry wall meeting on 12/6/21. Bob was out with Covid and had Kate D*** fill in for him. She was not knowledgeable and could not answer any of my questions. Once floors were installed in the kitchen and foyer you could hear flapping as you walked, kind of like someone with flip flops. Mentioned this during my walk thru on 2/15/22 and was advised by Bob this was normal because it’s a floating floor.
  I paid an additional $2,700 to upgrade my floors so I wasn’t expecting to have any issues.
  Around May 2022 my kitchen floor started coming up. I submitted a ticket to *******. Rite Rug is their vendor. A representative came out around July 21, 2022 and recommended a floor replacement. ******* and Rite Rug were not in agreement so a second opinion was required. Thom C****** from Rite Rug came out and provided the same recommendation. At that time I requested a supervised install and he agreed.
  I was scheduled for the replacement on 9/6/22 at 8 a.m. Around 12 pm no on had arrived yet so I called Jada W********* she said if they aren’t there by 1 pm call her back. It was after one when they arrived and no supervisor was with them. The guy started asking me about what they were supposed to do. As he was talking to me 3 other guys started bringing the flooring in. I noticed it was a different floor so I called Jada back and explained. I also asked where the Supervisor was. She said Thom C****** was here waiting for the installers to arrive. I said that’s not true I’ve been working on my porch all day and no one was here. Then she switched it to oh he just rode by because he didn’t see the installers yet and he needed to get to his next appointment because the first job ran over. I reached out to ****** ******* with ******* and told him about what happened and asked if he could be present once the install was rescheduled. He said he would try but didn’t know what his schedule would be like. I didn’t hear anything from Rite Rug so about a week later I followed up with Jada. Who accused me of refusing an install and pointing fingers about the flooring being wrong. Said she ordered the correct floor and I must have faded floors with whatever cleaning products I used. Now they are refusing to return my calls. My kitchen floor is coming up.

  

  Business Response

  Date: 11/02/2022

  Rite Rug has agreed to replace the floor as a courtesy. The replacement is scheduled for 11/3/2022.

  Customer Answer

  Date: 11/05/2022

  I am rejecting this response because: Rite Rug installers did not show up to replace my kitchen and foyer floors. I sent emails and made several phone calls with no explanation or reason for not show. Plumbers came out disconnected toilet, appliances and sink.  Later that afternoon close to 4 pm Jada responded to email with no update or to reschedule the install, immediately. other than she reached out to a manager. Said to call plumbers back to reconnect things.  Friday I heard from no one. Plumbers reconnected my dishwasher and now it’s not working. Guy came back out to check it and said they didn’t due anything to it. It’s not even a year old and was used nought before. I don’t want to call to repair it until the floors have been replaced. Once again poor experience and no communication. I took a whole day off work for this.
  
  Regards,

  
  
  ***** ****

  

  Business Response

  Date: 11/11/2022

  This customer is having flooring installed today 11/11/2022, that should resolve the issue.

• Initial Complaint

  Date:10/13/2022

  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.

  It has been a miserable experience working with this company. First, the sales rep tried to talk us out of purchasing a certain foam matting that goes under the carpet because he thought we couldn't afford it. Then when they arrived to install the carpet, they didn't remove the original flooring (which was apart of the job). Why is that a big deal? Well, we couldn't put our doors back up because now the carpet is too high. The doors won't latch to the hinges. They also destroyed our house putting the carpet in. Scratched up our baseboards, poked holes in the walls and busted off closet doorknobs. Did they repair this stuff while they were there? Of course, not. That makes too much sense. We had to call Rite Rug and complain. Did that help? Of course it didn't. Rite Rug instead had a customer service rep contact us, named Ashley. All she did was apologize and say that a Rite Rug inspector (Whatever that is) would come by and take pictures of everything and come up with a reasonable solution. Did they show up? Nope. Once, calling Ashley, who is not equipped to alleviate this situation. She said someone will come out to shave the doors. No one came. Someone will come look at the carpet. No one came. Ashley, from Rite Rug, said that we would get the correct foam padding installed. But, Rite Rug just ordered the same old padding that we already had, not the nicer padding that we wanted. Incompetency at its finest. Finally, two guys from Columbus, Ohio (not even from Rite Rug) came yesterday (12 Oct) to "take pictures" of the carpet. They didn't even really understand why they were even there and why didn't someone from Rite Rug come. Who knows, and at this point who cares. I have been putting up with this company since August and I'm done. I want a full refund. 100%. And I will not accept anything less. I also want a formal apology from Rite Rug and an apology from the sales rep for treating us like poor people.

  

  Business Response

  Date: 10/17/2022

  We installed carpet for this customer. The customers
  existing floor was laminate which the sales rep had rip up on the order but the
  installers did not rip up. Which caused the issues with the doors. The sales
  rep had refunded the customer the cost of rip up. Then Ashley began working
  with the customer, The customer is stating she was supposed to get a higher end
  pad. We no longer order the regal pad so the commander pad that the customer
  received is the highest upgrade of pad.
  
  Due to the existing floor not being ripped up it caused
  other issues with the height of the floor and a transition couldn’t be
  installed and there was also a tripping hazard according to the customer. we
  talked to Mandy and she said to go ahead and have them do the rip out of the existing
  floor and put the carpet back down even though the customer was refunded for
  the rip up. When we went out on the 12th the customer refused to let
  the installers do any work. If we pull up the carpet and laminate and put the
  carpet back down that should relieve any issues with the height of the floor
  and the doors needing shaved.
  
  

  Customer Answer

  Date: 10/19/2022

  They are claiming that I refused to let the installers fix the issues on the 12th? The installers just took pictures of everything and left. Unacceptable. The response from the company is very disappointing. The damages made were not even responded upon. 

  We are not accepting this response from the business. They need to be held accountable for their mistakes. 

  **** *****

  

  Business Response

  Date: 11/17/2022

  We have contacted customer. They have had a death in the family. We will make contact next week. We offer our deepest condolences to the ******.

• Initial Complaint

  Date:10/09/2022

  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.

  This is a LONG explanation that has been carefully detailed in the Supporting Documentation. (This is a 14 page PDF that I compressed so it was under the 5MB file size.) Basically, RiteRug hired an installation team that did an almost laughably poor job with my laminate and have generally been uncommunicative and unresponsive regarding resolution. The installation occurred back in July and I just want this to be over!! I am on my third option for resolution, which is simply that we conclude our association and no more goods, services, or money will change hands. (I was hoping to at least get the missing transitions, but at this point I just want closure.)

  

  Business Response

  Date: 10/11/2022

  The material is ready for pick up at our Lexington location. We would be willing to offer a 50% reduction in the customers total invoice. That amount would be $2882.47. We believe this is a fair settlement.

  Customer Answer

  Date: 10/14/2022

  Hi *****,I am *so thrilled* that RiteRug actually responded and that resolution is in sight.  This has been a horrific process and I'm so thankful to BBB for the assistance.  That being said, I didn't know how to respond to the response because I accept the proposed resolution but the data is inaccurate.  I have paid RiteRug $8424.96 in payments posted May 27, June 4, and July 20.  The outstanding balance, therefore, is $2769.01 and a 50% reduction would be a final payment of $1384.50.  I therefore agree to pick up the materials at the Lexington store and pay $1384.50.  Please advise how to proceed.Many thanks,*****

  

  Business Response

  Date: 11/07/2022

  We will deliver the material to her on Wednesday Nov 9th and we will remove the balance owed.

  Customer Answer

  Date: 11/07/2022

  Hi *****:
  
  
  
  I accept the business's response to resolve this complaint with delivery of materials and removal of balance owed. Yay!
  

  Many thanks,

  
  *****

• Initial Complaint

  Date:10/07/2022

  Type:Billing 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 knowingly sold us defective flooring that started breaking apart just weeks after it was installed by rite rug. ***** *****, Rite rugs in house preferred credit card, which we we used to pay for the floor, gave us a full refund after an investigation but Rote Rug continues to send us bills monthly charging us full price for the defective broken floor and also charging us large finance charges which we never agreed to. ***** ***** confirmed with Rite Rug we were in fact sold defective flooring and Rite Rug accepted our claim to ***** *****. Rite Rug did not follow through and did not credit our account and continues to send us monthly bills. We want Rite Rug to credit our account 100% as they should have already. If they refuse this, Rite Rug needs to come to our home and remove the defective flooring and give us a 100% credit on our account immediately. Rite Rug is a dishonest company that knowingly sells defective flooring to their customers and we have no interest of working with Rite Rug again for any of our flooring needs. They have proven they do not care about their customers by lying to us. Their store manager convinced us this was top of the line flooring we were getting at a great price because they were trying to get business back after Covid. In reality Rite Rug knew this flooring was being discontinued because it was defective and still sold it to us. We will not accept any flooring from Rite Rug as it is clear they sell defective, poor quality product.

  

  Business Response

  Date: 10/11/2022

  After further research, customer was refunded their money from ***** *****. The invoices that were inadvertently sent were done so by mistake and will cease immediately. The customer owes no money and has no other refund due at this time. We apologize for the inconvenience. I do want to make it clear however that Rite Rug NEVER knowingly sells defective product from any of our vendors. Unfortunately things can happen during the manufacturing process that are unavoidable. When that happens we strive to take care of the customer.

  Customer Answer

  Date: 10/12/2022

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

• Initial Complaint

  Date:09/08/2022

  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.

  Complete disaster. Our job was left unfinished and two months later no one will respond to any of our calls or emails.
  
  1. Shoe molding under the front door does not match.
  2. There is a bump in the hallway that is about the size of a quarter an 1/8 of an inch above the floor.
  3. The quarter round color was installed and does not match the baseboards.
  4. Damages on the baseboards.
  5. Left the doors off that were removed.
  6. There is a large green board in the middle of the living room.
  7. There are boards near the edge of the walls that were not sanded and are very rough.
  8. We were disappointed to find a lot trash and cigarette butts in our front yard and front porch.
  9. Damage to the walls in the laundry room where the wood was brought in.
  10. The toilet was reinstalled and leaked leaving water damage to all of the floor in the bathroom. We have been without a bathroom for over two months. No one will return our calls to fix the floor after everything was already paid for.

  

  Business Response

  Date: 09/09/2022

  The Customer Care Manager has already been in contact with the customer and is in process of working through the issues. 

  Customer Answer

  Date: 09/26/2022

  Athena from Rite Rug has reached out to me with a tentative plan to fix the floors but after several follow up calls and emails I disappointingly have not heard back from her. We still do not have a set plan for a resolution to finishing the job. Below is a list of questions I am waiting to hear back on.

  I
  want to make sure that we are still on schedule for having our flooring fixed
  and make sure we are all on the same page for what needs to be completed. Also could you send us our final receipt for the project? We
  would like to be refunded for the cost of the plumbing service rite rug
  contracted since this error caused so much damage and was a major reason for
  the three month delay in completing the floors.
  
  Replace
  flooring in the bathroom scheduled to start on 9/29 and finish 9/30.
  replace
  green board- will this happen on 9/29 as well?
  schedule
  movers to remove furniture before "buff/coat" - should we schedule this to occur prior to 9/29?
  "Buff/coat"
  entire floor in order to smooth out rough areas, correct raised knot in
  hall, correct movers lines and allow new bathroom floor to match the
  rest of the wood throughout 1st level- what
  day will this happen and how long after will we be able to walk on the
  finished floors?
  replace shoe modeling with proper off white color and
  replace damaged to baseboards/molding around doors -what day will this be
  fixed?
  repair
  drywall damage - what day will this be fixed?
  re-install
  bathroom toilet and sink, (we are going to purchase a new vanity
  since our original sink was damaged during the removal/re-install process)
  schedule
  movers to come back and move large furniture back in place- when do you think we would be safe to schedule for the
  furniture to be brought back in on the newly coated floors?
   Will we be able to have all of these issues resolved with the
  work on 9/29 and 9/30? 

  

  Business Response

  Date: 01/04/2023

  We have reached a resolution with this customer.

  Customer Answer

  Date: 01/06/2023

  Thank you everyone for working through this. Although we were disappointed with the problems with the flooring install and the time that it took to get everything settle we appreciate being able to come to an agreement. 

  Thank you!

• Initial Complaint

  Date:08/30/2022

  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 repeatedly been promised by Rite Rug, to make good, regarding our many issues w/ a near whole home install. During the process, we were lied to by the sales rep. He first told us that he had ordered our flooring during a sale. Then, we find out he never ordered it and now it will take months. He then sells us a product that he assured us had aluminum oxide protection. We would later find out by contacting the flooring company through email that our product did not have this protection.
  
  During the installation, the job was horrific. They laid sections that they marked with permanent paint. The floor prep was not done correctly and the paste dripped through the lower level ceiling. This also caused the planks to separate and lift. They dented our new kitchen cabinets and knocked the cabinets off their shims, causing the countertop to pull away from the wall. We had to pay our contractor to come back and repair this, to which he wrote a letter for us.
  
  The salesman promised us that this flooring had matching thresholds and transition pieces. When the installers showed up, they had black and silver metal. We could not communicate from a language barrier and I was told by the salesman to put painter's tape down until they could fix it. That has been over 8months or longer. They over-ordered our rec room carpet and a huge 12x9pc has been laying in our room. We have never credited the error. I finally contacted the owner through a linkedin message. I was then contacted by a regional manager who sent a customer rep to look at the job and take pictures. I was told that they would install the extra carpet in a spare bedroom (even adding to it if necessary. I was also told that someone would look into the product to see if they still had availability as it needs fixed or taken out. I was called last week by customer service asking how much we wanted to keep the floor. I explained and her manager was to call me right back. This was last week!

  

  Business Response

  Date: 09/06/2022

  Customer was to be contacted on Friday 9/2/2022.

• Initial Complaint

  Date:08/12/2022

  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 had our downstairs flooring replaced in June 2021 due to the original flooring being defective. Around May 2022 we noticed the new flooring has cracked, pieces are coming off and peeling. We contacted RiteRug since their installers installed the floor. A mill claim was submitted along with several videos and pictures of the flooring. Mohawk sent a 3rd party inspector come out July 10 to inspect the floor. We got a response Aug. 9th from Kristina F*****, the ******** ******* ******* and Michael R****, the ****** ******** that the manufacturer denied our claim saying it wasnt a manufacturer issue. The report from the inspector came back saying the problem is from installation errors. RiteRug is denying to repair the flooring even though they are the ones that installed it. They keep saying to file a claim with our warranty company for structural issues when the report specifically says its due to the installation of the floors.

  

  Business Response

  Date: 08/17/2022

  We understand the customers frustration, however our warranty is thru ** ****** not with the consumer. The inspection states that this may be a structural issue.   If you feel there might be a structural concern at your home
  that is causing separation, you can make a claim directly with the *** per the
  warranty expressed in your agreement with ** ******. I have attached the
  warranty expressed by ** ******. Thank you, and have a great day.”
  

  Customer Answer

  Date: 08/18/2022

  I am rejecting this response because: When I first contacted RiteRug I was still within the warranty of the installation. It is not my fault that they took 3 months to figure out what was wrong. The first floor that was installed in the house at the time it was built was defective and it was replaced. This time around the floor is now breaking and coming up at the seams. Us along with several neighbors have the exact flooring and the exact issues happening. Plus I was told the flooring that was installed is now discontinued since it was defective. The flooring has cut my son's feet where it is coming up and he has also tripped on the parts that are breaking and coming up. 

  
  

  I was sent the attached letter from Lakissa who I was dealing with all along and then the Charlotte office says its not effective. How can you send out a letter saying you are going to cover installation of new flooring and then have another office say it was not effective? Doesn't seem right to me, considering I was sent 2 different letters a few days a part. Lakissa said we were approved for replacement and now we aren't? The report didn't say there was a structural issue, it only mentioned an installation issue. Both times it was the flooring, not structural.
  
  
  
  Regards,
  
  
  
  **** *******

  

  Business Response

  Date: 08/26/2022

  As stated earlier our warranty is with ** ****** and those have expired. If the consumer believes there is a structural issue causing an installation issue, the consumer needs to place a claim directly with the *** per
  the warranty expressed in your agreement with ** ******. I have attached the
  warranty expressed by ** ******. 

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service 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.

  I had RiteRug flooring replace my wood flooring on the first floor of my condo back in March 2022. They did not have the proper trim with them to trim the fireplace ceramic flooring immediately in front of the fireplace. As of today they still have not come back to finish the work. I have called three times and always get told they will have someone come out and fix it, but it never happens. I feel 4 months is more than enough time to get this done. I spent a lot of money on this floor and paid them in full, because I trusted they would return to fix this. I doubt it would take over a hour to fix this spot.

  

  Business Response

  Date: 08/10/2022

  We apologize for the inconvenience. Your salesperson Keary G****** has been notified and will be reaching out to you by end of end day Aug 11th to set up a time for the transitions to be installed. We appreciate your patience.