1 reviews | Active since Jul 2011
Extremely Poor Quality Flooring & Service - Ongoing Issues for Over 2 Years!
Extremely Poor Quality Flooring & Service – Ongoing Issues for Over 2 Years! I am beyond frustrated with CTM and The Installation Company after battling with my Nu-Vinal flooring for over two years since installation in 2022 (Job# 38868). I paid upfront for my entire house to be redone, expecting a high-quality floor that would last for years. Instead, I have been dealing with constant issues, including:
Flooring that lifts and loosens repeatedly despite multiple so-called "repairs." Skirtings and corner rounds were reused, full of holes, and improperly reinstalled. Repairs were half-done, with incorrect silicone used and old materials patched together. Spare flooring I paid for was used up, yet the problem persists. Warranty concerns, why do I have to supply my own materials if repairs are covered? Terrible customer service, I have sent multiple messages (last on 20 Jan 2025 & 26 Feb 2025) and was promised repairs, yet I keep waiting with no updates. This experience has been a nightmare. CTM took my money without hesitation, but when it comes to fixing their poor installation, I am left to struggle. I even consider selling my house out of frustration, something that should never happen after investing in new flooring!
I DO NOT recommend CTM or The Installation Company for flooring. Their product quality, workmanship, and after-sales service are unacceptable. If I do not receive a proper, permanent solution ASAP, I will be taking this matter further.
Avoid CTM at all costs!
Thank you for sharing your feedback, and we sincerely apologize for the ongoing issues with your flooring. We understand your frustration and regret that we have not met your expectations. We are committed to resolving this matter quickly. I’ve escalated your complaint, and we will reach out soon.
CTM Customer Care.
Thank you for sharing your feedback, and we sincerely apologize for the ongoing issues with your flooring. We understand your frustration and regret that we have not met your expectations. We are committed to resolving this matter quickly. I’ve escalated your complaint, and we will reach out soon.
CTM Customer Care.
I appreciate the response, but I’ve heard promises of escalation and resolution before, yet I am still dealing with the same ongoing issues more than two years after the initial installation. The so-called "repairs" have only created more problems:
- New damage was caused during the latest repairs, including scratches on panels and newly painted walls, chipped panels, and sections not properly in place.
- Quarter rounds were damaged and needed replacement, yet I was initially asked to pay for them, despite the fact that they were used in a bathroom and should have been suitable for the environment.
- The installer has now admitted that the kitchen and bathrooms were not properly prepared (no screed was done before installation), yet this was their responsibility from the beginning.
- There is ongoing confusion about who is responsible for supplying materials for repairs. I was told my flooring has a warranty so why am I expected to source and provide materials when the product is failing?
At this point, I am not satisfied with the way this has been handled. CTM and The Installation Company had no issue taking full payment upfront, but when it comes to delivering a proper, lasting solution, I have been left to struggle for years. How is any of this my problem?
I demand a clear and immediate response from CTM regarding:
- Who is responsible for supplying the necessary materials for proper repairs?
- How will CTM ensure this is permanently resolved without further damage or additional costs to me?
- When will I receive a proper solution that does not require me to keep chasing updates?
I expect answers, not just another apology or empty promise. If this is not resolved properly and permanently, I will have no choice but to escalate this further, including legal action if necessary.
Looking forward to your immediate response.
I appreciate the response, but I’ve heard promises of escalation and resolution before, yet I am still dealing with the same ongoing issues more than two years after the initial installation. The so-called "repairs" have only created more problems:
- New damage was caused during the latest repairs, including scratches on panels and newly painted walls, chipped panels, and sections not properly in place.
- Quarter rounds were damaged and needed replacement, yet I was initially asked to pay for them, despite the fact that they were used in a bathroom and should have been suitable for the environment.
- The installer has now admitted that the kitchen and bathrooms were not properly prepared (no screed was done before installation), yet this was their responsibility from the beginning.
- There is ongoing confusion about who is responsible for supplying materials for repairs. I was told my flooring has a warranty so why am I expected to source and provide materials when the product is failing?
At this point, I am not satisfied with the way this has been handled. CTM and The Installation Company had no issue taking full payment upfront, but when it comes to delivering a proper, lasting solution, I have been left to struggle for years. How is any of this my problem?
I demand a clear and immediate response from CTM regarding:
- Who is responsible for supplying the necessary materials for proper repairs?
- How will CTM ensure this is permanently resolved without further damage or additional costs to me?
- When will I receive a proper solution that does not require me to keep chasing updates?
I expect answers, not just another apology or empty promise. If this is not resolved properly and permanently, I will have no choice but to escalate this further, including legal action if necessary.
Looking forward to your immediate response.
I completely understand how upsetting it must be to still be dealing with these ongoing issues. We will arrange for a site visit as soon as possible to assess the situation fully.
CTM Customer Care.
I completely understand how upsetting it must be to still be dealing with these ongoing issues. We will arrange for a site visit as soon as possible to assess the situation fully.
CTM Customer Care.