BUYER BEWARE! The attitudes, customer service and business practices of this company are deplorable.

We decided to use this company when we were about to sell our home to fix our kitchen floor. Our realtor suggested them for speed and for the fact that we would get a realtor discount. The rest is downhill from there.

The man who came out to measure and quote everything never gave us any type of contract. He never even mentioned it. He said that it would all be taken care of. My wife told him that we wanted the old floor removed and several other aspects of the job.

The week of installation came and they had not ordered the flooring and expected a deposit which we didn’t know about. Not only that, but they expected full payment up front. I never do business that way. 50% is fair, 100% is not. You are then stuck with no bargaining power for a shotty job. So, they completely missed their deadline and we did not get the floor installed prior to the house getting real estate photos or going on the market.

Another week goes by and we finally get an installation day. A fellow and his son (13 years old perhaps) show up to do the install (on a school day). Not only does he not tear out the old floor which was discussed, but he also runs the direction of the flooring opposite than what was discussed. I tried to call their customer service to no eval and he ended up leaving the floor that way.

Because the floor was not removed, every single door in the kitchen area rubbed extremely bad on the bottom and needed to be planed. Upon calling customer service, we were told that they DO NOT plane doors and that it was in our contract. I promptly told them that we never, ever received a contract and that we requested from the start that we wanted the old floor removed because we knew this would happen. They also used unpainted ¼ round rather than wood which the rest of our house has. Because we did not have a contract, there was no mention of selecting any type of ¼ round and that it would not be painted in the end.

While we were on the phone, we asked about the 10% realtor discount that we did not receive. We were told that we got a good deal and to not worry about the 10%. Who says that?

Here comes the best part of the customer service rep whose name was Heather. Every time we made a request to fix the floor, provide a discount of services, or anything else, she simply replied “that’s not my department” or “I can’t do that”. If you, the centralized customer service rep for the entire company, can’t make a job right, then what exactly is your job? This continued on and on for days.

Eventually, they did send a local contractor they found to look at the doors to plane them. At that time, he said he was just getting them an estimate and that they would be in contact. He, the local contractor, was actually very nice. He also told us that he has fixed numerous jobs for them in the area. Geez.

So, the next day we are back on the phone with Heather. That’s when we were informed that Rite Rug will not fix any repairs on a job or make this situation right until we sign a legal document stating that we will not post anything on social media, review sites, reports… nothing at all. We are to be silent in order to get my doors planed and to correct the mistake they started in the first place. Obviously I did not sign that document. What a poor business practice!? Shame on you guys for not just fixing it and grabbing a 5 star review for correcting the mistake brought on by the original sales rep for negligence.

We did not stop there. After arguing about it and not getting any results at all with Heather because it was “not her department”, we went directly to the local store to see if the manager there would be able to make it “her department”.

We were met with