I would like to express my dissatisfation with the services of Rite Rug located at Brighton Place Shoppes 3090 Helmsdale Place in Lexington. On June 2th I ordered $1,579.30 of Formica Quintessa laminate flooring and spent $1,003.79 for installation. I was told the installation would be completed in one day. The installers have been to my house on 4 separate occasions and it is still not finished. The fifth and hopefully last trip is in planning.
The first occasion the laminate was installed but no quarter round or transition pieces were installed. They also forgot to take the carpet with them when I paid extra for Haul away services. The second time they came to pick up carpet but did nothing to the quarter round or transition pieces. The 3rd time they completed half of the transition pieces, but left without installing quarter round. Finally, the 4th time they completely finished quarter rounds but left 2 transition pieces unfinished.
Every time I called to inform RiteRug of the incomplete work, I was assured it would be completed the next time. The workers didn't speak English so I couldn't communicate with them and I had to work so I didn't stay with them. Making so many trips has been a huge inconvenience to me. I don't live in the house and have had to drive over to let the installers in each time.
I finally decided to go into the store to complain since the multiple phone conversations were of no use. I spoke with the store manager, Greg Kopilec, who said he could offer me nothing more than an "apology." He said he could guarantee the product but not the services. I'm sorry is not enough compensation for someone who has traveled 20 miles each trip to let installers into the house. I never would have purchased products from them if I knew it would take them 5 times to complete the job. There was nothing wrong with the actual product (so far), but timely service is a part of outstanding customer service, of which RiteRug lacks. I would have been happy with any discount or even a future purchase discount, but an outright refusal of anything is completely ridiculous. I paid the same price as someone who had the job done in one trip. Rite Rug showed a lack of concern with customer satisfaction. I do not recommend that anyone use a company that has such poor customer service like Rite Rug. I certainly won't be back.
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