Three Towers Flooring

Rating of "1" because we did get the flooring. Company fired the installers because they refused to install the "warped" flooring and got other installers to do so. Convinced wife it was ok, the original installers were wrong? Called back to replaced split planks and a previously replaced board that was raised. Gave up after 8 attempt to have them return to repair/replace. Frustrated after employees promised to arrive at appointed time only to cancel hours before appointment giving excuse after excuse every time. If your job is perfect then a "10" is appropriate. But if there's a problem expect excuses and you'll have to live with "your" problem because it's never "theirs". Expect more BS if they reply and give their story on this one.

Living in a home with carpet tiles, yes, carpet tiles (!!), had eventually tried my patience and I started my search for hardwood flooring. I visited many showrooms, from Markham to Mississauga. Through this journey I met with many salespeople and took home countless samples. I have to say though, throughout my quest to find the perfect hardwood flooring for my home, I was most impressed with Three Towers Flooring, which is why they got my business. I initially contacted them by email and was pleasantly surprised to receive a response almost immediately. John was very helpful and patient... I had lots of questions initially. I drove out to the showroom and eventually met with him in person. I had been considering a few different types and John was great about educating me on the pros and cons of each. In the end I chose Brazilian Walnut, and am very happy that I did. I love this wood, it goes with absolutely anything due to the various colours. One of my main considerations was durability. Although this wood, like any other, is susceptible to scratches, it is the Hercules of wood when it comes to dropping things on it. I have dropped a few heavy items, and not a single dent! Once I had made up my mind about the wood, John and his team continued with their great customer service. I have to say, the gentleman who delivered the wood to my house, was an absolute star! He worked alone and I swear did the job as quickly as if 3 men were delivering it, and did so very courteously. My experience with Three Towers was absolutely a favourable one. I will admit, I did have a couple of issues with the installers (arranged via Three Towers), but nothing severe enough to warrant me not giving my two thumbs up. So yes, I highly recommend you purchase your hardwood through Three Towers Flooring, the price and the service are worth it!

Three Towers supplied and installed pre-finished hardwood flooring in my home in fall 2011. Shortly after the installation, my hardwood floor began making noises when walked on. Initially the noises seemed to be isolated to high-traffic areas (i.e., the kitchen, hallways, etc.), but gradually they have spread throughout most areas of my home. I would describe the noises as "crunching" or "crackling" noises; they are not floor squeaks. The noises certainly are not normal.

At first, upon notifying Three Towers of the problem with my hardwood floor, it was receptive to my concerns, and eventually its operations manager, John, met with me in my home on February 23, 2012. I wanted him to experience the problem with my hardwood flooring personally. During his visit John admitted that, while he did not know what was causing the problem, something was wrong with my hardwood floor. He and I discussed options for addressing the problem and ultimately we agreed that we would wait until spring 2013 before taking any action to allow more time to pass for “climitization” of the hardwood floor. In the meantime, however, John would send back the installer to repair or replace any hardwood floor pieces that required immediate rectification (and so the installer returned on one occasion and replaced three to five pieces in March/April 2012). I requested a letter, confirming in writing Three Towers’ intentions and plan to address this issue, and John agreed to provide it to me. Although John and I had been in contact since that time, curiously, the letter never arrived. To his credit, however, on March 30, 2012 (in an email to me) John apologized for not having provided me the letter but confirmed that Three Towers would “...stand behind our product...and...come back in June to monitor it, and again next spring after first full season of climitization...”

On November 5, 2012, I reached out to John (by email) to let him know that the behaviour of my hardwood floor had not improved, and asked him how he would like to proceed, and if he wanted to wait until spring 2013 before returning to my home or having an inspector complete a formal inspection. John responded the next day, suggesting that we could proceed how I felt best, but added that, if we were to wait until April (2013), the hardwood would be completely climatized by then. Having had no reason to mistrust him, I went along and confirmed that I was fine with waiting until April 2013 before taking any other action.

Up until this point in time I had no problem with the manner in which Three Towers was addressing my concern. However, the situation changed on March 23, 2013.

As April 2013 was approaching, on March 23, 2013, I contacted John by email to pick up on this problem, and asked him how he would like to proceed. But I received no response. I emailed him again on March 26, 2013, but again, received no response. I had also left him voice mails on his cell phone. I was surprised – up to that point John had been responsive, and he and I had agreed that we would pick up on this issue in spring 2013. I began to fear that I was being ignored, and could not understand why.

On April 11, 2013 I emailed John again, pointed out that I had been trying to reach him for approximately three weeks, that I had left him repeated voice mails, and that I had no other choice but to conclude that he was ignoring me and the hardwood problem. I warned him that if he was no longer interested in addressing this problem and standing behind his product I would file a complaint with the Better Business Bureau. Wanting to give him the benefit of the doubt (he may have been away on vacation or exceptionally busy at the time), I even apologized in advance if he had not been ignoring me but simply had not had the time to respond to me, but I asked him to please get back to me soon.

On April 12, 2013 John finally responded (by email), advising that he would set up an inspection, but that I would need to bear the cost of the inspection (approximately $500) if the report indicated that the material was not the cause of my “squeaks”. I was shocked at his response! During his visit at my home on February 23, 2012 he allayed my concerns and reinforced my trust in him and Three Towers; he led me to believe that we would handle it and that he would do what he needed to do to make the situation right. In my response to him I argued that, because of the understanding and patience that I had shown up to that point, I felt that Three Towers should be responsible for any costs associated with fixing the issue, including an inspection. After all, I certainly did not create the issue! John did not respond.

I followed up with John by email on April 18, 2013, but received no response.

In early May 2013 I called Three Towers’ office and spoke to Quasie, Three Towers’ customer service representative, about my matter. He said that he would look into the matter and follow up with me. I waited a week before following up with Quasie by email (on which I copied John) on May 8, 2013. John responded the following day, directing Quasie to set up the inspection as soon as I confirm that I would bear the cost of the report if it determined that the issue is not associated with the hardwood or installation. John went on to write that that was fair, that Three Towers could do nothing else, and pointed out that I was free to set up my own inspection and that “...there are only about 5 or 6 inspectors in the city, they don’t work for us. Each one is independently certified...” I was baffled – during his visit to my home on February 23, 2012, John had assured me that he would deal with this problem, yet in his response to me on May 9, 2013, his tone had changed. John was being unresponsive and distant.

In an effort to move the issue forward, I proceeded by researching certified hardwood flooring inspectors, and on June 1, 2013, suggested (by email) three different inspectors to John and Quasie, all of whom were/are certified with the National Wood Flooring Association, and asked them to proceed with scheduling the inspection. I received no response. I again emailed John and Quasie on June 6, 2013, asking them to advise on the status of the inspection. I received no response. I again emailed John and Quasie on June 12, 2013, asking them to advise on the status of the inspection. Again, I received no response.

On June 18, 2013, I called Three Towers’ office and again spoke to Quasie, who, strangely, seemed unfamiliar with my issue. When I asked him for a status on the inspection, he said that they had not booked one and that they use their own inspector. I was furious!

Upon my request, Quasie emailed me the inspector’s name. It was the owner of a different hardwood flooring contractor. Three Towers did not observe any of the three certified hardwood flooring inspectors that I had put forward, and instead chose to use “one of their own”. John had noted in an email to me that “...there are only 5 or 6 inspectors in the city, they don’t work for us. Each one is independently certified...” Surely he meant the Greater Toronto Area, so naturally I found it strange that Three Towers wanted to use an inspector who, a quick Google search showed, was based out of Tweed, Ontario, a town which is approximately two hours away from my home! While I do not know the nature of the relationship between Three Towers and the other hardwood flooring contractor, I was concerned about a potential conflict of interest, and so on June 24, 2013, in an email to Quasie, I asked him to confirm that he was referring to the person to whom I thought he was referring, and if so, if he could explain why Three Towers would use a hardwood flooring inspector who is based approximately two hours away from my home. I received no response. I followed up with Quasie by email on July 2, 2013, but received no response. I again followed up with Quasie by email on July 5, 2013, but received no response. I again followed up with Quasie by email on July 17, 2013 (and copied John), reminding him that he still had not responded, pointed out that this was “...absolutely horrible customer service...”, and asked him to respond to my email of June 24, 2013. That was the last time that I attempted to make contact with Three Towers, and to-date, it has not responded.

I believe that I have operated in good faith and have been very patient with Three Towers. I put my trust in and hired Three Towers to supply and install my hardwood floor, but have been unable to enjoy it since shortly after its contractor installed it. I am concerned that the problem with my hardwood will adversely affect my home’s resale value. That there is a problem with the hardwood floor is obvious. Upon walking on my hardwood, visitors often ask me, “What’s wrong with your hardwood?” I am reminded of this problem every day. I paid approximately $6,000 for my hardwood flooring. I feel che(a)ted.

That Three Towers Flooring has been unresponsive to this problem notwithstanding, I find it totally unacceptable that John went back on his word, and ultimately, that Three Towers Flooring is ignoring its own warranty (according to its web site, it provides a 30 year limited warranty on its pre-finished hardwood flooring products). Contrary to John’s claim, Three Towers clearly is not standing behind its product.

I submitted a complaint against Three Towers to the Better Business Bureau, and after several weeks, the BBB has revoked Three Towers' accreditation due to failure to respond to one or more customer complaints filed with the BBB.

We are a Manufacturer of Engineered Hard Wood Flooring. We sold Three Towers Flooring over $20.000 worth of flooring, that Three Towers Flooring never paid for. After the order went out they stopped returning our calls. Manufactures warranty flooring to the retail store that purchased it. Not directly to the end consumer. If material is not paid and the retailer is not communicating with the manufacturer your floor will obviously not be covered by any warranty. Consumers Beware!

Been dealing with this company for over 8 years and have recommended them to many of my customers as well as on my own home. I've always been happy with the quality of the product and installation. Delivery can sometimes be a bit of an issue with them as their driver does not always show up on the time he says he will, but other than that no complaints and I will keep using them. Keep up the good work.

I am extremely satisfied with Three Towers. I purchased 2200 square feet of maple flooring and had two stair case done as well. Although the installation of the stair case was dusty, I am happy with the final result and I would be happy to refer them to friends and family.

Three Towers was referred to me by one of my co-workers. They are great people to deal with. I have never done a major renovation before, and I never realized how complicated it is to deal with the condominium board. But Quasie worked very hard for me, and facilitated whatever the condo board asked for. The condo would not let just any one install, they had to supply proof of liability insurance, proof that they are covered by wsib, and they had to approve the sound rating for the under pad. Aside from the fact that the condo board asked for all this documentation, it gave me peace of mind to know that I was dealing with a company that had insurance coverage, in case something should go wrong.
I purchased and had Three Towers install 700 square feet of 12 mm laminate flooring, and I got an unbelievable deal. I bought the laminate for 99 cents a square foot plus free underpad. I did have some installers that would have done the actual installation for $125 cheaper than Three Towers but they did not have the proper insurance papers to work for the condominium, but like I said I was happy to pay a little extra for peace of mind. I am very happy that I chose Three Towers, they walked me through the process and I saved time and money. I will use them again.

This is the second time we have used this company. First time was for hardwood installation and recently for laminate installation. Both times we were satisfied with the service, product, pricing and overall experienced. I would recommend using them and would use them again myself in future.

John is my contact at 3 towers , and I have to tell you he says it and it happens ! Within the time frame as well as budget they are by far the best at their trade . The finish to quote my wife ... Decadent ! So if you are thinking floors , this is a no brainer , trust them , as a three generation company that I now run they are the only call I would
ever make , average job 2500.00 to 12000.00 and they have treated every job the same ,