We chose Congoleum Duraceramic luxury vinyl tiles for our new kitchen renovation in Dec 2013.
However after only two years our new flooring developed many small “chips” on the surface. The chips are unsightly and not what we expected from Congoleum.
The flooring retailer Alexanians put me in contact with John Crisafi the territory manager for Kraus Flooring whom I assume is the Canadian distributor of this product.
John's initial follow- up service was prompt requesting pictures and submitted a claim but then tailed off. After many follow-up emails and 3 months delay John advised they would supply the material required & cover the labour to repair the issue.
Being concerned that replacing the chipped tiles would not address the fundamental problem that the product is clearly not durable enough I requested another option. Rather than replacing tiles, re-grouting etc, I requested a monetary adjustment. He could choose the $ amount, perhaps 10% less than it would cost to put a tradesman onsite plus materials and I would sign a release against future claims.
John replied he understood and would "run the idea through the claims department and see what solution they have" and get back to me soon as he had an answer. That was last summer (July 2016) and the last I heard from him (despite a follow-up email).
We have no children or pets in the house and are as careful as the next person. We understand normal wear & tear but this tile is clearly not durable enough for kitchen use.
We are severely disappointed in Congloleum tiles and Kraus’ after sales service.