The product they installed (it was milled by Beau Lieu) was TERRIBLE. The quality was horrible... Matting after a couple months. Needs to be replaced after 2 years. I tried to get them to do something about it after about a year (after purchasing a new vacuum, having cleaned, using a carpet rake, etc) and they simply turned their backs. The representative from the design center (this is a new build) in which we purchased it could clearly see a problem, but the Rite Rug "inspector" claimed there was not problem upon his inspection. Anyone with two eyes could see that the carpet fibers were unravelling, matting, and becoming discolored where it was unravelling (this was only ONE YEAR after installed). Areas that meet wood flooring, steps, room transitions, etc don't stay tacked down, and are fraying. The problems are endless!
They don't stand behind the products they sell. They pointed the finger at Beau Lieu (BTW, my research tells me to stay away from anything milled by these guys), who pointed it back at Rite Rug, and I got screwed?!
MARK MY WORDS: IF YOU USE RITE RUG, YOU WILL REGRET IT! Get your carpet from Home Depot. The quality is better, and they'll stand behind their products. I went "round and round" with Rite Rug for MONTHS. I went high up the ladder, and still couldn't get anyone to return my call, let alone offer a solution.
This was by far the most frustrating customer service situation that I've ever encountered, and that's saying something in this day of bad customer service!
Good luck... And stay away from Rite Rug... Trust me! I didn't have a choice since this is who my builder used, but I will never make this mistake again!
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