Home "Improvement" Nightmare

Here is the first act of my current drama.

October 29, 2006

To: Generic home improvement center Corporate Management

From: Captain Dude

Subject: Defective installation of ceramic tile

After months of seeking resolution regarding a defective installation of ceramic tile purchased through the installed sales department of your store Somewhere in Knoxville, Tennessee, I feel it is necessary to seek your intervention.

The tile was installed in the great room, kitchen, and master bath in a seven year old home we purchased in May of 2005. The first cracks appeared in the kitchen in August of 2005. After several visits to the home by the installed sales manager, Dude1 and various representatives of the contracted flooring company, we were told that the cracks were isolated and that it was best to just patch the long cracks on the grout lines and overlook the tiles which were cracked at corners. Matching grout was unavailable and therefore the “repair” was unsightly and looked quite like a band-aid on a sore. Because it had taken so many phone calls and visits to the house during my wife’s pregnancy, we were simply weary of dealing with the situation by the time the grout was patched in the spring of 2006 (MONTHS after we initiated the complaint). We then brought up the issue of warranty, because of the fear that the underlying problem had not been solved, but we were assured by Dude1 that since the complaint had been initiated during the warranty period that any related trouble would be covered. Even though we were displeased with the looks of the patching, we chose not to pursue this issue during the arrival of a new baby.

In August of 2006, it became obvious that the cracks were not isolated, as the tiles started cracking in four different places (some are long, extending through up to nine tiles). We immediately called Dude1, but were told that he had been replaced by Chick1. She came to inspect the floor on August 18^th, and assured us that she would take care of it. One of our major concerns is that the kitchen is adjacent to the great room. The tile in the great room is fine, but the rooms must match, so Chick1 said she would investigate whether or not or tile was still available. Two weeks later Chick1 returned with the district manager of installed sales. For the sake of efficiency, I will simply tell you that we were told that since the tile was cracking over ¼ inch backer board, and that the manufacturer of that backer board guaranteed tile jobs on their ¼ inch that it would be necessary to involve a representative from Hardi (the adjacent 25 foot great room was installed over ½ inch board and there are no cracks in it).

Other than to be told over the phone by Chick1 in early September that it appeared our tile could still be obtained and then told on September 27^th that the Hardi representative should be available the week of October 9^th to inspect our tile (he then wasn’t), no progress has been made. Every time my wife or I call to speak with Chick1, she is friendly and concerned, but it appears her hands are tied regarding the resolution of this issue.

As we communicated to Chick1 and her district manager, this was a huge investment in our home; it was chosen as permanent flooring, which would increase the value of our home. It is very important to us to have the situation remedied as soon as possible. The cracks are a daily inconvenience, as we have a baby in a walker that we must keep away from the cracked areas and because my wife has to avoid the areas when mopping.

Additionally, this situation has delayed other home improvement projects on our agenda. We need to replace a large deck, install enclosed blinds on the patio doors, and upgrade our blinds throughout the house. As a Generic home improvement center credit cardholder, my wife would prefer to patronize Generic home improvement center for these projects, but we are uncomfortable making a large purchase at Generic home improvement center until the situation with our tile has been rectified.

Anything you can do to help Chick1 expedite this matter would be greatly appreciated.

Their response was :

Replied On 11/2/2006 10:37:24 AM

Dear Captain Dude:

Thank you for contacting Generic home improvement center and sharing your experience with us.

We have forwarded your e-mail to your local store management to make them aware of the situation. They will contact you within 24 hours.

Please contact us by replying to this e-mail if you have additional questions or comments.


Thank you,
Chick2
Generic home improvement center Customer Care
Received On 11/02/06 09:13:09

More to follow!