RiteRug Flooring & Carpet - Cranberry Township — Local services in Cranberry Township

Buyer Beware!!!! This company appears to prey on the elderly, like my dad. Rite Rug had installers come to my 92 year old dad's home to install brand new, low pile carpeting. The installers did not speak, or understand English very well, making it impossible to communicate my concerns during the install, and boy, did I have concerns! The head of the installer crew had his wife in the truck in the driveway, where she remained the entire time the crew was there. I offered to have her come in, but he shook his head no, indicating that she was fine and also indicating that he understood what I was saying to him.

The rest of the crew went to work, and I watched, with some concern, as not a single one of them used a power stretcher in any area of carpeting, and none of them knee kicked the carpet prior to tacking it down. When I voiced my concerns to the head installer, he suddenly could not understand a word I was saying.

I watched as one of the installers putting glue down directly on the hard wood floor under the corner of a cabinet where they had measured short ,on both the padding and the carpet. I asked what he was doing but he just nodded and smiled, then he grabbed a hand full of loose carpet fibers, and stuffed them down over the glue!

I immediately called rite rug to raise hell. The crew finished up as quickly as they could and practically ran out the door, leaving remnants and tacks and tack strips all over the floor in the extra bedroom of the house. By the time Tim arrived to address my concerns, the job was done, and the crew was gone. But, they left metal thresholds, rug tacks, small pieces of fibers and remnants all over dad's driveway around his trash container.

I pointed out the spots where they had out the glued down rug fibers, as well as a spot that was entirely missed. Tim patched a spare piece of carpet over the spot that was missed. He glued it down, as he had no other choice but to reinstall that room, which would have been fine by me, and I told him so. In fact, I stated that I wanted the whole job redone, and redone right!

Tim assured me that Rite Rug would back their work should the carpet or install fail due to not being stretched. And it has! And he also stated that the three areas that were glued would also be ok as they were not in traffic areas. He was wrong! I have called Rite Rug multiple times and am forced to leave messages, but I never get a call back. I understand we are in the midst of a pandemic, but our area is "in the green" with businesses now open for business, by appointment, but I can't get a call back from anyone to make that appointment. I need for them to come out to see the wrinkled mess their installers created. Wall to wall carpeting is meant to last more than a few years! Dad's home is no longer safe for him at 92 years old, with a loose and constantly moving carpet that is wrinkled absolutely everywhere. We had a rug cleaning company who came out but refused to clean the rug as they did not want the liability. They knew it was a Rite Rug install, as they had seen this substandard work throughout our area. I want dad's money refunded for the prorated amount that remains on his carpet warranty. He live alone, without pets, creating extremely light traffic patterns. We had the carpet cleaned the first year but by year two the wrinkled mess could not be cleaned. What the carpet does do now is to create a tripping hazard for an old guy on a fixed income, while Rite Rug avoids...

Steer clear! We found these folks at a home show. We needed carpet in two rooms & scheduled an in-home consult. The rep brought plenty of samples. He advised. We choose. And we let him know we would be going on vacation and wanted to schedule the installation sometime after that. After vacation we were unable to have the installation done right away & we received several calls pushing us to schedule. Finally we scheduled. I skipped classes the night before to get the rooms prepared. We’d moved almost everything out of the bedroom (including our beds), making the rest of our upstairs pretty much inaccessible and uninhabitable. We’d sleep (albeit uncomfortably) in our finished basement. But the carpet would be installed tomorrow so no big deal, right? Except it wasn’t. They called the next day asking if they could reschedule. We said no. We were prepared for one night of sleeping in our basement room and the inconveniences of not being able to access our other rooms. We couldn’t. They basically said, “Sorry. Not be gonna be there nonetheless.” The reason they said was they had call-outs by installers. Then they wouldn’t schedule us for the next day which was pretty unpleasantly surprising. Rather they said they’d be there that Saturday. We just gave up & said okay, but insisted we needed to the first installation of the day because my wife would be working & I had classes. They agreed. Said they’d be here between 8-10 Sat. I’m writing this at 11:30 am on Saturday. They’re not here. They didn’t have the courtesy to call. We had to call them and had difficulty getting a hold of our new rep (the old one “no longer works with us”). He finally called my wife back and then I called expressing my frustration with the poor customer service, utter lack of courtesy, etc. This time, he said, the delay was due to a “truck broke down.” And it’d probably be ANOTHER two hours. I’m in awe. Really. The rep, Kevin, said he would talk to the manager about adjusting our bill for all the trouble, which would effectively amount to a partial refund because we paid that bill a couple months ago. We’ll see how that goes, I think that’s be the right thing to do. But I’m wholly unoptimistic given the rest of this experience. If we hadn’t paid ahead, I’d surely be picking out carpet at another vender right now.

Update: it’s now 1:30pm, over two hours since I spoke with Kevin. Still no installer. Kevin had given me the phone number for Chris, the Installation Manager. He said to call him if the installer wasn’t here in two hours. Naturally, when I called it, no one is answering at that number. And the better part of my Saturday has been completely wasted. I’ve missed my classes for nothing and I’m frustrated beyond words.

Final update: it’s now 2:30. I texted Kevin, and to his credit, he called me. Evidently he couldn’t get a hold of the Installation Manager either, so he called his boss. Turns out they never actually “found” someone to do our installation today. I’m not kidding! So I’ve sat here for six and a half hours, being shined on by the good folks of Rite Rug - them telling me someone was on the way when, in fact, no such person existed. Shady business practices. Complete disregard. I demanded a full refund, order cancellation, etc. Kevin said he’d put that through on Monday. We’ll see. At this point I feel so disrespected that I ought to get the carpet, the installation AND my refund!!!...

Where to begin! We ordered carpet for our basement on 11/2/2018. Installers arrived on 11/19/2018 and were very nice, but did not know the details of install that were identified in the quote from the salesman; where to put the seams, where the transition strips went, what style to do the stairs, etc. After explaining everything I left them to work and a couple hours later I checked in on them and realized they installed the wrong carpet! Everything was installed at this point except for the stairs. I told them to stop because I was shocked and needed to contact my sales contact to figure out what to do. It wasn't the installers fault, the salesman accidentally ordered the wrong carpet. He sincerely apologized for the mistake and assured me this was a premium carpet. After much discussion that evening with my husband and checking with Shaw to make sure the carpet that was installed was better or equivalent to what we paid, we agreed to just keep the carpet. I have to admit it is a beautiful carpet! We requested a 10% refund for the inconvenience and they quickly agreed. So now two days later 11/21/2019 they come back to complete the install of the carpet. On another note, I requested use of booties or no shoes, who wants dirty snowy boots on their new carpet!?! They said they didn't have booties and they can't install stairs without shoes. Ended up they did, but weren't happy about it. They installed the stairs and ran out of carpet (short ONE step)! So...back to ordering more carpet for the ONE stair. I looked at the steps to see how the install went and realized they just laid the padding on the stairs and left about an inch without padding. So they didn't wrap the padding around and under the nose of each step. Again I called my sales guy and told him we need all the stairs redone. He understood, reordered the carpet. I was told another install to correct the stairs and complete the job would be started at 10am on 12/7/2018. After no one arriving for a couple hours I received a message that the installer got into an accident due to icy roads and they can't make it. I understand accidents happen and I was glad to hear no one got hurt. So sales guy promised to have them install 12/8/2018. We waited around ALL day today, Saturday, and no one showed. I am now being told Monday, but who really knows. We have been super patient and understanding on numerous occasions and at this point it is just ridiculous. It seems like the communication between Rite Rug and their contractors needs improvement and customer service is...