Rite Rug On Business Park Drive

My experience with the Business Park Rite Rug store in Columbus, Ohio was absolutely terrible.
I chose Rite Rug because I previously had fabulous service by the Lancaster, Ohio store.  When I was married, we finished the basement, having berber installed.  Customer service was outstanding, the installers were curteous and respectful with my belongings, and the carpeting was beautiful and durable.  We had it for three years before we sold the house. It simply made sense to hire Rite Rug again.
Again, the installation was seamless, and the installers were professional and curteous. 
A few weeks after installation I noticed 'pulls' in the carpet.  A friend assured me this was normal in berber carpet.  If the sales rep. had told me that, I never would have chosen berber.  However, I started to cut them off.  I was unhappy with this, but it didn't seem to affect the beauty of the carpet.
About a month ago, just about a year from the date of installation, I was vacuuming my office when a six-inch long string pulled from the carpet, destroying that section.  When I called Rite Rug, I was told, "That will happen."  I replied, "I'm not supposed to vacuum the carpet?"  Again, he replied, "That will happen."  I asked to speak with his manager, with whom I left a voicemail.
The manager returned my call, telling me this would be a 'billable' service.  'Billable'?  Obviously, the carpet was somehow defective.  The manager told me I had two options:  choose a Rite Rug 'expert' to determine whether the carpet was defective or choose my own certified 'expert' to make that decision.  Either would be at my expense.  The manager was very rude and short with me.  I was not trying to 'get something for nothing'.  I'm not that kind of individual.  I simply wanted that patch of carpet made right again.  This was NOT an option.  I sent an e-mail/pictures of the damage to the CEO.  He never replied.
Unfortunately, good customer service seems to be the exception these days, not the rule.  Rite Rug does not stand behind their service.  Pay more and purchase your carpet elsewhere.  I wish I had done the same.