Rite Rug Tom Donev Poor Customer Service, Damage Done to Home Refuses to Repair Columbus, Ohio

I have a new build home (2006) in which Rite Rug was hired as the subcontractor to put in the hardwood flooring and carpeting.  I was to deal with the flooring issues through Tom Donev of Rite Rug to resolve these issues.  The hardwood flooring per an independent flooring inspector was installed not following industry standards.  The hardwood flooring has notable seams that run over the metal support trusses for the home, 3 total.  You can actually run a half dollar along the seam in the winters.  When Mr. Donev was confronted with all of this information; a copy of industry standards regarding installation of hardwood flooring, he became quite defensive.  This infront of one of the Home Builders Supervisors.  He then refused to answer any more questions and told me: "I don't have to take this anymore, you are not my customer."  Mr. Donev then proceeded to walk out.  This behavior is quite surprising considering Tom is a Vice President with Rite Rug.  The behavior was quite juvenile and would be expected from a 3rd grade child. 

A secondary issue involved the carpeting.  We noted initially the buckling of the carpeting on a set of stairs (Within the first 6 months in the new home).  We were told by a Rite Rug Supervisor that the rug on the stairs were cut wrong resulting in the buckling of the carpeting.  It was reordered and fitted correctly with no further issues. As time went on, approximatly 1 year after moving in, we noted other areas of carpeting that began to buckle, including a differnt set of stairs.  At the time we were involved with the builder in legal matters regarding faulty workmanship and advised not to contact the subcontractors at that time (Rite Rug) by our attorney.  Issues with the builder have been resolved (Approxitely 2 1/2 years to resolve) and now we are trying to get the carpeting taken care of.  Since last contact with Tom Donev, numerous areas of carpeting began to buckle, including another set of stairs.  We offered to pay for the stretching and wanted a consult on the stairs as the carpeting may have been cut wrong again (Like the previous set of stairs).  Mr. Donev never sent out a supervisor or came to inspect the areas, he just sent out staff to stretch the carpet.  All areas were resolved except the stairs in question.  We also noted damage to baseboards in one of the worked areas.  Numerous phone calls and emails with documented pictures resulted in no response.  I finally put a deadline for contact and again no response from Mr. Donev.

At this point we are fed up with the EXTREMELY poor customer service that Mr. Donev and Rite Rug has exhibited.  The stairs will be dealt with through another customer service friendly company as well as the baseboard repair.  One of our early interactions with Tom Donev regarding the hardwood flooring and it not being installed per industry standard resulted in Tom walking out and stating, "I don't have to put up with this, you are not my customer."  I believe this quote says it all on his attitude towards customer service and what we have been dealing with in trying to get issues resolved.  I can understand Rite Rug's point due to the fact that the carpeting was installed in 2006.  Again, we were not asking that they come out and do this work for free.  We were more than willing to pay for services rendered. What I can't understand is that there is documented damage to our home from their work and Mr. Donev is not willing to offer an apology, follow up phone call or willing to repair the damage.  It's almost juvenile.  We did offer to pay for the stretching of the carpet.  Any good customer service rep would call and listen to the customer and try to reach a compromise, not so with Tom Donev of Rite Rug.  What's also ironic is that Mr. Donev is a Vice President responsible for contracts with New Home Builders.  I would think at this corporate level, he exhibit better customer service skills.

I understand that Home Builders will look at the cheapest bids to get the work done.  It is quite evident here in the workmanship and customer service exhibited that Tom Donev of Rite Rug was the cheapest bidder.  I guess you get what you pay for.  We will look for more customer service friendly companies for future work.