Rite Rug

Large variation in color & pattern for (whole house) LVP, plus some other install issues. Asked salesman and customer care rep to visit and inspect. They declined. Management told installers to quit and pack up, although the job was only 1/3 complete. Attempting to negotiate with the help of the BBB. It doesn't seem like Rite Rug has a quality culture. Hopefully we can reach some agreement to fix the problems before they continue to escalate.

Rite Rug did the work instead of Levis 4 Floors as they offered an earlier appointment date. This was a safety issue, as the stairs were very unlevel due to my varnish spill. Rite rug did a good job for a reasonable price. They were ontime and professional. Wish the installers had spoken a little more English.

Workers showed up on time. spoke very little english, or acted like limited english. I had to pay for an electrician to come in prior to move my refrigerator (extra money to push a frig 3 feet?) He couldn't be here until noon, so the tile workers moved it, and yet the charge for the electrician moving it stayed on bill. Installing the tile, they didn't install it to the wall under cabinets. So looking in from living room, it is very visible. I was told they couldn't put it to the wall. I could have done it, but they took the leftover tile with them. No reimbursement for tile not used. Two years later, many of tile corners are lifting from floor. Beware of Rite Rug.

I had shopped around to 3 other places to find the best price and value to have laminate flooring placed on all the floors in my ranch home. I finally selected Rite Rug who, at that time, seemed to be the best bang for the buck. The original sales person I spoke with was professional and nice. I had discussed what I wanted done and he assisted me in selecting the best laminate in the price range that I was looking for. I knew that Rite Rug had been around for several years and in the past had a good reputation so I paid in cash, up front, as opposed to purchasing on credit. Big Mistake!! I had already moved all the furniture and had taken up and disposed of all the carpeting that was in the house so all they had to do was come in, measure and cut, and lay down the floor. I was told, for the job that I wanted done that it would take approx 2 and a half days to do the entire surface. My home is not that large and the surface measured about 900 square feet. On the appointed day, the contractors (yes, they outsource them) showed up. Only one of them spoke English and not that well. They set up their saw and equipment right outside my front door, not in the driveway, not on the lawn, not in the garage, I mean right outside my front door. They went to work right away and lo and behold, they didn't have enough flooring. The main installer told me that they would have to come the next day. I asked him around what time they would be coming and he said in the morning. The next day, Sunday, I waited around all day and no one showed up. I called the store, on West Broad and spoke with another sales person who told me that there was no way to get in touch with them. After insisting that they get in touch with me, the sales person said he would see what he could do. I finally received a call several hours later and was told by the main contractor person that they would not be coming that day. I was also told that they had to order the flooring as they did not have it in stock. When I asked how long that would take he told me a couple of weeks. I was not happy. I had to wait another two weeks, with all my furniture in the garage, for them to come and finish the job. When they came again a couple of weeks later they were able to finish putting down the laminate. When it came time to do the pre-painted baseboards that I ordered, they ran out. I asked them if they could send someone to get more and was told, again, that they would have to order it. How long? Another two weeks. Now we're a month out. After this and because of them cutting flooring outside my front door and all the dust, I came down with a respiratory infection that sent me to Urgent Care. I had to take two antibiotics and an inhaler for two weeks. When they finally came back again, and by this time I had to take a day off from work to let them in, they finished putting in the baseboards. They did a horrendous job!! Base boards were cut in very visible places, many of them not flush to the wall so that the caulking they used was hanging out from the wall leaving several inches of gaps. I called Rite Rug again to complain about the job and the other sales person who I spoke with (not the original one that I set it up with) took down my complaint and said he would see about getting one of their flooring inspectors out to my home to take a look. The gentleman who came out did a walk through and I showed him all the problems. My intention was to get the baseboards replaced and put in properly. A couple of days later I was contacted by Rite Rug and was told that they would have to come out again, RIP OUT THE ENTIRE FLOORING AND BASEBOARDS, and do it all again. I was flabbergasted! I then, after several calls to their office, was contacted by someone in administration who told me that they would take some money off the project because of all the problems but that I would have to sign a waiver. I agreed to do this because I felt they had compensated me for time lost from work, not showing up when they said they would, delays in getting supplies, and winding up in the emergency room due to their negligence. I asked for a different crew to come out. I thought for sure they would do the job right this time. Now we're into the end of the second month, still with all my belongings in the garage. The second crew came out and this time I told them to set up their equipment on the driveway. The leader of the second crew could at least speak and understand English but none of his workers could. They laid down the flooring and started to put up the baseboards. And they ran out....again. I was told it would need to be ordered and it would, again, take a couple of weeks. Now we're approaching the third month. Still, belongings in the garage. A couple of weeks later they showed up with the remaining unpainted baseboards and put them up. Every time they came out they asked me to sign my name of this voucher, I suppose to prove that they were at my home and that they should get paid. I called to complain about the baseboards, as I had ordered and paid for pre-painted baseboards, and they had to send out painters to fix the problem. Another couple of weeks waiting. Still, belongings in the garage. The painters (also contractors) came out and did a great job. I finally felt that after all the problems and waiting, and waiting, that I finally had my floors done. It gets better...At the time I didn't realize that no one was using a tape measure to make sure the floors were put in properly. All they measured was the length to cut the flooring. Three months after the floors were put in, buckling developed in two very large sections. I had to call two different contractors to come and try and fix them. One section they were able to fix, and now there's a gap between sections, but the second section is so buckled, even after the contractors efforts, that now I have a large section where the laminate has raised and crossed over another section and there's a one inch exposed edge that I constantly trip over. After having already spent over $500 for two contractors to try and fix the problems, I can't afford to have this section repaired until I can afford it. Thank you Rite Rug. Although they reimbursed me for the really poor job they did, all that money had gone to hiring outside contractors to fix their mistakes. Since I signed a waiver, stupidly, I don't have any other recourse. I thought that I had gone with a reputable company. I was wrong. The best I can do now is throw a rug over the disconnected pieces and hope they don't get worse or I trip over it and breakmy neck. Very, very disappointed in my entire experience! They should change their name to Wrong Rug.

He was punctional and very polite. Took measurements and called us back a few hours after the appointment with the cost. The wood samples he brought were to our liking, and the estimate was a fair price. We ended up going else where because of the unbeatable financing options.

They were very helpful. The manager there was extremely knowledgeable, he directed us to a reasonable piece of carpet and it was a perfect set. We were very happy with them.

They came to do the wood around March 7th, and then on March 18th for the carpet, and did not have enough carpet for the install. They promised to be back out in a few days. It took 3 weeks for them to finally be out to finish it. I had them out three other times for the hardwood. There is a small gap between the entryway and the kitchen. Their solution to fix the gap did not work (they used cardboard) and causes people to trip. Two weeks later they came out to finish and fix the gap. Upon completing it, their solution for the gap popped up again in April. The floating floor is now coming apart throughout the home, including near the dishwasher, in the kitchen, an incorrect transition strip around the fireplace and front door entryway, the front door now has a tripping hazard. All these problems were supposed to be fixed today 12/12/06, going through Doug Tomlinson. The work crew arrived late and they didn't fix anything. I have never been treated in this way before for anything!

In AUGUST, we paid Rite Rug to have 2 jobs done. Laminate flooring put in our great room and vinyl put in a small laundry room and a separate walk in closet. As of October, we are STILL waiting for it to be completed. They have come out 3 times to 'look' at the problems, but have not actually fixed it. The laundry room vinyl was not glued down, only held down by the cove molding, so when the washer/dryer was moved back into place, the vinyl buckled and ripped. The laminate install went okay, except for the parts that they needed to send someone out to 'finish'...transition strips and caulking around the fireplace. In late September, the transition strips were put down, still waiting on the caulking and replacement vinyl. They were scheduled to come out today, Oct 23rd to replace the vinyl, the guy came out and 'looked' at it again. Said he was there to 'patch the floor', but decided this couldn't be done...which we knew from the last 3 'lookers' who came out to 'fix' the job.

SALES EXPERIENCE WAS OK; STORE WAS EXTREMELY BUSY WITH SALES. THEY WERE SUPPOSED TO MEASURE ON A THURSDAY; NO ONE SHOWED OR CALLED AND AFTER A COUPLE OF FOLLOW UP PHONE CALLS, THEY MEASURED ON THE FOLLOWING SUNDAY WHICH CAUSED SOME INCONVENIENCE. AFTER THAT, TOOK ALMOST 2 WEEKS BEFORE INSTALLATION. COULD NOT GIVE MORE DEFINITE TIME THAN 8:00 TO 4:00. CALLED INSTALLATION DEPARTMENT ON MORNING OF INSTALLATION. WAS TOLD WE WERE FIRST AND INSTALLER WOULD BE THERE ABOUT 9:00. DIDN'T SHOW UP UNTIL ALMOST 1:00 P.M. CALLED STORE WHERE PURCHASED FOR INFORMATION AND RECEIVED SOME RUDE RESPONSES, NOT THE GREATEST CUSTOMER SERVICE. DESPITE THE HEADACHES, THE CARPET LOOKS GREAT; THE INSTALLATION PEOPLE DID A GOOD JOB. SCRATCHED SOME OF THE MOLDING WITH TOOLS BUT THIS IS HARD TO AVOID AND SHOULD BE EXPECTED. IN SHORT, GOOD PRODUCT AND INSTALL; DECENT PRICE; BUT NOT THE GREATEST SERVICE. MAY OR MAY NOT USE AGAIN.

RITE RUG WAS HIGHLY OVERPRICED. WINDOW FOR INSTALLATION TIME WAS RIDICULOUS. INSTALLERS WERE FRIENDLY AND PROFESSIONAL. THE ASSISTANT MANAGER TRIED TO RUSH US INTO CHOOSING A CARPET QUICKLY.

THEY GAVE US A DISCOUNT. I WOULD GIVE THEM AN A+ IF I COULD. THE INSTALLERS GAVE ME SOME HELPFUL INFO ON HOW TO REMOVE THE PET SMELL OUT OF OUR FLOORING. I APPRECIATED THEIR HELP, THEY WENT ABOVE AND BEYOND.

REALLY WENT "OVERBOARD" TO GIVE US A PROFESSIONAL FINISH ON THE STAIR CARPETING.

WOULDNT USE THEM AGAIN.

PRICE QUOTED WAS OFF BY 30%. TOTALLY UNRESPONSIVE TO REQUESTS AND PHONE CALLS. WENT FROM $8600 TO OVER $11,000. AND THEY BILLED US THE DAY THEY ESTIMATED! WE ARE HAVING SOMEONE ELSE DO THE JOB THAT ACTUALLY COST MORE...BUT WE HAVE PIECE OF MIND AND KNOW THAT OUR CONCERNS AND QUESTIONS WILL BE ADDRESSED IN A TIMELY MANNER. I WILL NEVER USE RITE RUG.