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 Co.

  9974 International Blvd West Chester, OH 45246-4852

• 

  Rite Rug Flooring

  2640 Cypress Ridge Blvd STE 104 Wesley Chapel, FL 33544-6318

• 

  Rite Rug

  215 S Hurstbourne Parkway Louisville, KY 40222

• 

  RiteRug Flooring

  6851 Hillsdale Ct Indianapolis, IN 46250-2039

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:01/07/2025

  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.

  Floors installed 12/12. New appliances from different company installed 12/7. We had a brand new fridge for *five days*. We had a magnetic calendar on the front of the fridge that the installers never removed, nor asked us to remove. There are now four plus large scratches on the front of my brand new fridge that RR will not take responsibility for. They are stating the pictures from the install show no scratches, while the pictures taken by their inspector show scratches, so therefore we must have caused them ourselves. The picture they provided has a huge glare covering the entire area where the scratch would have even been. The inspector who came to look even corrorabtated that the scratches were really bad and looked like jean imprints. He then went back and somehow implied to the customer care team that they were our fault. I'm at an absolute loss on this whole situation. Taking a zoomed in picture from install day that has a glare and no scratches (in one area keep in mind; they didn't reference the other three +) and taking a picture that had the intention of capturing the scratch, and comparing them is asinine. I have a time stamped photo of the scratches from maybe five minutes after the install team left our house. They want to imply I literally put huge vertical scratches on my brand new fridge in the 5 minutes after the install team left. I'm at a loss, I will never recommend this company. We just wanted the front door replaced or to have them buff off the scratches, but I guess that's too much for them.

  

  Business Response

  Date: 01/15/2025

  The Photo from the installer on the day of install was not blurry. We did send the customer a zoomed in version as well as the installers original picture. The installer took photos of the flooring once the install was complete and in the photo of the kitchen you can see the fridge and there is no scratching. In the photo the fridge is moved back into place, there would have been no reason for the installer to make any additional adjustments to the fridge. The scratching is in line with the magnets on the calendar but again are not present in the photo taken by the installer. Unfortunately we are not able to approve this claim.

  Customer Answer

  Date: 01/15/2025

  They are claiming no scratches can be seen on original photo and original photo isn't blurred. Both insinuations are incorrect. When you try to zoom into the fridge to see the scratches, the photo is too blurred to see anything on the fridge. Additionally, the calendar on my fridge is in the installer's photo, and is covering all the scratching, so you wouldn't be able to see anything anyways. I have a time stamped photo of the scratching from maybe five minutes after the install team left. Rite Rug's implication that I scratched the crap out of my brand new fridge in the minutes after the team left is very insulting. Additionally, I think everyone has put a magnet on their fridge at some point. We all know putting a magnet on a fridge doesn't cause scratches. The install team pushing against the magnets when moving the fridge back and forth is what caused the vertical scratching. Lastly, my photo shows the scratching at the time of install. The photos they are comparing from the install and the inspector don't match up because I took a sponge to the fridge to try to clean the scratching after finding it and it left a buff mark on the fridge. The buff mark is noticeable in the inspector photo, not the install photo, because it wasn't there at install. Absolutely ridiculous customer service. Will never recommend them to anyone.

  Regards
  
  ***** ********

• Initial Complaint

  Date:12/03/2024

  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.

  I am writing to file a formal complaint against Rite Rug flooring, from which I purchased carpet in June of 2024 in the amount of $7368.75. The carpet was found to be defective and after much negotiations, it was replaced in Nov. 2024. However, the replacement carpet also exhibited defects, either identical or similar in nature to the original issue. Despite reaching out to Rite rug numerous times to address this recurring problem and requesting a full refund, I have not received a response or resolution. I am seeking your assistance in resolving this issue. The repeated delivery of defective good and lack of responsiveness from Rite Rug is unacceptable, and I believe a full refund is a fair resolution to this matter. Thank you for your assistance Sincerely Marsha A Persinger - Mills

  

  Business Response

  Date: 01/07/2025

  Rite Rug has come to an accepted solution with this customer

  Customer Answer

  Date: 01/09/2025

  I am rejecting this response because: I have not yet received a check - Rite Rug is not responding to my emails
  
  Regards,
  ****** ********** *****

• Initial Complaint

  Date:10/03/2024

  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.

  Flooring is separating and blistering. They try to claim water damage when none exists

  

  Business Response

  Date: 11/06/2024

  We are working with the customer to determine the issues.

  Customer Answer

  Date: 11/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22378202
  
  I am rejecting this response because: 
  

  II've not gotten an appointment for inspection or heard from anyone since claiming they'd set this up 30 days ago. 

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

  

  Business Response

  Date: 11/25/2024

  The inspector stated he has called and left messages. Mr. ******** stated that he did return the message. We have asked the inspector to reach out again.

• Initial Complaint

  Date:09/20/2024

  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.

  H363137**3238313831H transcribed from hard copy complaint form received via US Mail:My linoleum bubbled - I called in Jan. **** finally sent someone out to replace in August. **** pulled up the floor & said they would be back the next day - no show - no call. After the weekend - I called - finally they sent someone out. Again the plumber didn&#**;t show & work couldn&#**;t be done. The next day they did finish. Bad experience!

  

  Business Response

  Date: 10/09/2024

  this complaint from installation to plumbing issues have been corrected.  At this time, there are no additional issues reported to correct.  

• Initial Complaint

  Date:08/26/2024

  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 installed new flooring in my house and they did major damage to my home. I had to get contractors in to fix the damage the installers caused. This has been a nightmare and a lot of rubbish after I was told Rite Rug was going to pay for the damages. Rite Rug keeps telling me they are paying to make the situation right, but they always have an excuse. I have contacted my financial institution and they have assured me Rite Rug has never reimbursed my account.

  

  Business Response

  Date: 09/09/2024

  we have corrected this issue. There was an issue with the refund going back to the card but we have found the issue and resolved it.

• Initial Complaint

  Date:07/18/2024

  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 came to replace a faulty floor. What was suppose to be a 3 day job turned into almost two weeks. They didn't follow OSHA requirements and use a vaccum saw or tape rooms off. Smoke alarms went off 4 times or so due to dust. Our home is occupied. We have spent 5 days cleaning entire home, walls, ceilings, etc and still dust is settling 5 days later.They damaged our ******* refrigerator and our ******* dinette set. The door has been ordered for the fridge according to ************************* and they expect to have someone here to replace it within 3 to 4 days, I believe at this point. As for the dinette they seem to be reluctant to give full replacement value. Even after we offered a compromise of ******* and keep old dinette set to sell and make up the diffrence.They did not put correct color of trim around cabinets and on stair nose. They did fix trim issue around cabinets, but only after being told BBB and Ky Attorney General notifications would happen if not done today. Same was advised to them about the dinette table. I have made several contacts today about the table and have not been given a solution as requested.By all rights they should have paid to have our house professionally cleaned and gave full replacement value for both the fridge and the dinette set.They also did damage to ceiling, but repaired. They also were delaying other trim issues until contact made to Corporation president and Corporate customer care.They still need to make good on fridge repair, table replacement and also stair nose trim.When those are done, will be satisfied that they meet there requirements for a finished job.They we're informed they had until 5:30 local time to make good the items of concern. I have not heard from them in regard to the table replacment. Only a delay in stair nose trim and that fridge door has been ordered.

  

  Business Response

  Date: 07/23/2024

  Rite Rug and the customer have came to a resolution together. 

  thank you

• Initial Complaint

  Date:07/11/2024

  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.

  Contacted the company to uphold their warranty because I had some flooring peeling up after living in my new house for a couple of weeks. I've contacted the company and they sent some 'floor inspectors' out to examine the floors. They said yeah we need to replace these panels. Yet it's been two months and still haven't seen anything. Attempted to contact the company multiple times and they refuse to answer the phone. I got information from a 3rd party about my warranty claim saying they aren't going to replace the flooring due to me having an office chair near where it was peeling. Essentially blaming the office chair on their poor flooring materials. Just trying to get more awareness around this company so people won't fall in the trap I did. I didn't choose the company my builder did and just wanted to make them aware as well.

  

  Business Response

  Date: 07/23/2024

  our builder division is working to resolve this with the customer

  thank you

• Initial Complaint

  Date:06/15/2024

  Type:Product 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 do not recommend RiteRug. The quality of their products are subpar and the workmanship is just as bad. After four visits there were still gaps everywhere. Then after only 3 years the entire floor is peeling around our whole house. We were promised a 10 year warrantee at the time of our $10,000 install and now (only three years later) Steve the manager says its been too long to help and they would only offer 25% off a new install. So much for the 10 year warranty. This is a bait and switch company so stay away.

  

  Business Response

  Date: 06/21/2024

  we have reached out to the customer to reach a resolution 

  Customer Answer

  Date: 06/29/2024

  The company has agreed to replace the damaged flooring under their original proposed warranty at the time of purchase. 

  Regards,

  
  *********** *******

• Initial Complaint

  Date:05/24/2024

  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 declined to repair a floor issue at my home. It is a new build. They claim it is water damage. It is not. Kelly P. sent an email denial on 4/3/24. Since then I have asked to escalate the issue and allow me to talk to someone. I have never received a response to this request. I emailed Kelly on 4/9 asking how much it would cost to repair and if they would share the methodology they used to determine that it is water damage (it is not water damage). No reply. I followed up on 4/23, no reply. I called 5/6/24, left a voice mail no reply. I called 5/17 left a voice mail - no reply. I request that they repair my new floor. I have the flooring, I just need them to come take out the 2 flawed plants and put in the new ones.

  

  Business Response

  Date: 06/09/2024

  I apologize it was communicated to us from the builder to be water damage. We will reach out to you to resolve this matter.

  Customer Answer

  Date: 06/15/2024

  Rite Rug said they would reach out to me and they still have not. That is part of why I filed a complaint in the place. I called twice, no response, emailed twice, no response.

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

  

  Business Response

  Date: 07/01/2024

  customer care has been in contact with the customer and is working towards a resolution. 

  Customer Answer

  Date: 07/13/2024

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

• Initial Complaint

  Date:05/08/2024

  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.

  I'm in the middle of an unfortunate situation where I have prepaid for about $9,000 worth of flooring. Yesterday was the first day of an install and the LVP flooring arrived mismatched, which we noticed when the work was about 1/3 complete. The work has stopped and the salesman from the Fairborn Rite Rug (**** ******, ###-###-####) was notified and he escalated the problem to corporate Customer Care), with no other action on his part. We are left with a house in major disarray, almost uninhabitable). Both the store manager and the customer care representative were asked to inspect the problem on site and both declined. We believe the issue could have easily been resolved by simply moving half dozen planks and using these in another room, under an appliance, or in a closet. The customer care representative vetoed that idea. Please open a complaint case on our behalf, as this isn't likely to be quickly resolved on equitable terms. The installation team (Marcos) is great--the issue is the mismatched (non conforming) material he was supplied with. We are willing to have it tested by colorimetry to prove it isn't a match from the parent lot. We will also seek further damages and remedies if the issue isn't promptly resolved, as our house currently isn't habitable and this is delaying the kitchen and bathroom contractors. lSincerely, ****** ********

  

  Business Response

  Date: 05/13/2024

  While Rite Rug regrets that this individual is unhappy with the flooring product he elected to have installed and stands ready to make any reasonable accommodations necessary to resolve this issue, we feel compelled to correct certain inaccuracies within the customer’s review.
  
  Rite Rug inspected the flooring product provided to this customer and, contrary to the customer’s assertions, found it to match perfectly the samples provided prior to installation. The flooring product that this customer chose to have installed is a laminate vinyl plank product which is manufactured to be installed randomly. Stated differently, each plank within a manufactured lot is designed to match every other plank. As such, proper product installation does not require that individual flooring planks be situated in a specific pattern or design, as the customer contends. Rite Rug’s representative made every effort to explain this to the customer after he voiced his concerns. The customer, however, disagreed and demanded that only certain of the purchased planks be installed. Unfortunately, doing so was not a feasible option, as installing the product in that manner would have left Rite Rug’s installers without enough flooring to complete the job.
  
  Rite Rug has offered to remove the installed product from this customer’s home and refund the customer the full price of his purchase, minus the labor costs required to do so. To this point, however, the customer has refused Rite Rug’s offer and now appears unwilling to discuss the matter further. Rite Rug remains optimistic that this matter can be resolved amicably and stands ready to work with the customer toward a resolution that is acceptable to all involved.
  

  Customer Answer

  Date: 05/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21683551
  
  I am rejecting this response because: 

  First, let me be more specific.  Our request was not to terminate, it was to have a representative from Rite Rug inspect the flooring as (partially) installed in our home.  They declined.

  Second, they would not run out of planks.  The estimate includes the actual square footage of the home, plus 10% variance for scrap and rework.  We requested that only 3 planks be relocated to less visible areas.  They needn't be discarded.  Only 3 planks.

  Third, there are about 4 small areas where the floor appears not to be level (or voids exist) and the planks flex or bounce.  Some of these were brought to the attention of the salesman when he estimated the job.  We asked if floor leveling compound might be required, he responded that "...they could simply be ground out by the installers."

  All of these issues were brought to the attention of the installers on the day of the install.  Had a company rep or salesman been on site, these issues could have been avoided.

  The ball is in their court--comply with a reasonable request or we/they can remove the product.  I believe it is in the best interests of both parties to rectify these faults and complete the install.
  
  Regards,
  
  ****** ********

  

  Business Response

  Date: 05/14/2024

  a resolution has been made with this customer and we are moving forward