BBB Accredited Business since
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This company offers the installation and sales of marble, granite, ceramic tile, countertops, fireplaces, and tables.
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A BBB Accredited Business since
BBB has determined that C T M Granite meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for C T M Granite include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
These agencies may include:
Washington Department of Labor & Industries
7273 Linderson Way SW, Tumwater WA 98501
Phone Number: (800) 647-0982
Type of Entity
Business ManagementMr. Mihail Chirila, President Ms. Denise Aakre, Manager Mrs. Lorna Chirila, Vice President Ms. Erin Gillwenwater, Sales Manger Ms. Marcia Melvin, CFO
Granite Marble - Natural Kitchen & Bath - Design & Remodeling Tile - Ceramic - Contractors & Dealers
Hours of OperationMon - Fri: 9AM - 6PM
Sat: 10AM - 5PM
Alternate Business NamesCeramic Tile Marble & Granite Inc
1710 S 344th St
Federal Way, WA 98003 (253) 946-7667 (253) 946-0212 Directions
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Additional Phone Numbers
- (253) 946-0212(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: CTM's quality of work and HONESTY is very poor. Just some of the problems are listed below: - First and foremost, CTM tried to charge us for a slab of granite and labor (over $3,000.00) that was NOT installed in our home. - Asked to have old piece of granite buffed, resealed and re-caulked. The work was never done but attempted to charge us for it. -New slab of granite and back splashes were installed. The caulking between the back splash and granite was not done. They returned to caulk, again, and still did not complete one section. -The sink was set but not sealed/caulked. -The caulking/glue used to adhere the back splashes to the wall bubbled out of the top of the back splash causing damage to the paint and sheet rock upon removal. -Corner of back splash was not flush with wall and was attempted to be filled in with black tar that was spread onto the wall. Paint and sheet rock were, yet again, damaged upon removal. -A straight edge razor blade was stuck in a 3"x 3" piece of cardboard (with some type of caulking on it) and left on our kitchen floor after they were done working. Thankfully, we found it before our 3 year old did. -The counter was not level/straight so a large amount of caulking was used to fill in the "space"- so much so, that when sitting at the bar you can look across and see the white caulking under the counter top. -There were a large number of "fissure" in the granite that you were able to stick your fingernail in and run along the fissure. -There is a chip in the edge of the piece of granite that is very obvious and should have been seen when granite was being sealed. -Estimate for 9 baseboard rounder's (which can be purchased for $2.50 each) was over $200.00. -Last but not least, I am refereed to by my fathers name (who live 200 miles away) when the said business calls and leaves a voicemail. They do not even know their customers name. Ridiculous. We spent countless hours negotiating with CTM about solving the problems. We did get some of the issues resolved but not without dishonesty, inconvenience, time wasted, and the pulling back of negotiations. They are quick to say they will come back and complete the job but each time something is forgotten or ruined even further.
Desired Settlement: They have already been paid 50% of the total bid. This was plenty considering the poor quality of work that was completed, the DISHONESTY, inconvenience and the poor quality of granite installed in our home. I would like to have the remaining balance of the invoice voided.
Business Response: Initial Business Response /* (1000, 12, 2013/08/27) */ CTMGranite apologizes to ******* ********* for the misunderstanding that took place when installing her countertop. CTMGranite had the best intentions to please *** ********* and to make her satisfied and happy with the countertop as she is a repeat customer. CTMGranite had the granite fabricated and brought to her home and found out it was to replace the existing granite that was a perfect match. Due to the weather and the very steep stairs to take the heavy granite up CTMGranite suggested to recondition the existing granite instead of taking the new piece up the stairs and *** ********* agreed. CTMGranite does apologizes that **** the owner did not stop and absolutely confirm that there was no discount on the granite as the piece was already fabricated. CTMGranite did go back to *** ********* and installed the original piece in the kitchen. CTMGranite does apologize and is very sorry for the misunderstanding BUT CTMGranite's quality of work and honesty is of the highest standard. We have been in business a number of years and have never had a complaint like this before. We feel *** ******** does own the remaining balance. ****** ****** Office Adminstrator Final Consumer Response /* (4200, 33, 2013/10/25) */ This complaint should not have been closed. I will not stand for misinformation to be presentED on the 'final notice' from the business. It is absolutely incorrect that I expected a FREE slab of granite. I was being charged for a piece of granite that was NOT installed in my home - nobody in their right mind would pay well over 4000.00 for a slab that was not in their home. I do not care if it was rendered useless to the business - that is not my problem. It was the OWNERS recommendation to NOT install the slab of granite because it matched the new piece that had already been installed. I agreed, but then turned around and got charged for it. I confronted CTM as to why I was being charged for something that was not installed and they indicated it had already been fabricated and was useless to them! That is not my problem - that is the owners problem who suggested it not be installed! THAT IS NOT MISCOMMUNICATION - THAT IS FRAUD. I also would like to address the fact that CTM is claiming we asked for $80.00 per hour to fix the torn up areas of our kitchen - which was torn up by the contractor. Had we hired an outside contractor to come in a fix ALL the areas that needed to be fixed - they would have been lucky pay $80.00 an hour once labor, overhead and material were factored in. Why should we settle for less because we chose to fix to fix the issues CTM created. We did not want them back in our home fixing anything after the experience we had. This is absolutely unacceptable for a business to put a customer through and still feel like they are owed something. The response letters aren't even written by someone who has direct knowledge of the events that took place - they are written by the office administrator who we had NO direct dealings with. Therefore, much of the information is inaccurate and untrue. After all is said and done, I am exhausted with the dishonesty of CTM and will agree to pay what WE FEEL IS FAIR for the other half of the job that was completed poorly - $1,267.64. Final Business Response /* (4000, 26, 2013/10/09) */ First and foremost we would like to address the fact that we are very HONEST, we have no intention to ever cheat anyone. In this case it was a misunderstanding between *** ****** and CTMGranite. CTMGranite went to install the piece of granite we had fabricated, **** (owner) saw that the piece she already had matched her island perfectly. Her kitchen was flooded and slab had to be removed to fix the floor. *** ******** agreed with **** to keep the slab but to have CTMG make it look new again. When *** ******* got her bill she thought she was going to get the slab free, this is where the misunderstanding occurred. There would be no reason for CTMG to keep the fabricated slab, shop foreman can verify. There would be no reason for CTMG to keep the fabricated one as it is not a common shape and has a large cut out for the stove top. We offered a painter to come but *** ******* wanted $80.00 an hour for her husband to do the work. We gave *** ******* a discount of $475.00 for sheet rock and paint compensation. We tried our best. The price of the granite and labor totals $5913.00 and we will give her another 15% discount on this cost which is $1037.05 which leaves a balance of $3074.55 that *** ********* owes to CTMGranite. ****** ****** Office Administrator ******@ctmgranite.net ***SUPPORTING DOCUMENTS REDACTED BY BBB***