Century Tile, Contact: John Boyle, 630-873-8216
Complaint 344104 Details

In 2010, we purchased granite tile from the Century Tile Store located in Mundelein, IL, which cost several thousand dollars and was to be installed in the primary shower area in our home. Based on the promise of the sales person at the time of purchase that the store also could professionally install the tile and would stand behind the work forever, we also engaged Century Tile to install the granite tile. Prior to installing such tile, we DEMANDED that the installer apply a waterproofing material to the underlying cement board before installing the subject tile. After the installation process was completed, I asked the installer as to whether he had applied a waterproofing material before installing the tiles, and he stated that "it was a professional installation job." Thereafter, we regularly (i.e., at least annually) sealed the tile as instructed and wiped off excess water every day after taking showers. Within three years thereafter, we noticed a water line forming behind the bottom row of granite tiles just above the bathtub. In addition, we noted that the grout applied around certain granite tiles, and especially around the tiles in the corner directly below the shower head which is subjected to the greatest amount of water run-off, had visible holes in it. In January 2015, we telephoned and visited the store in Mundelein to complain about the growing water line forming behind the bottom row of granite tiles in our primary shower area and also to report that mold was now visible. The store manager, John Napiorkowski, was verbally abusive and combative in response. He accused us of being dishonest and also stated that waterproofing material is not necessary in a shower area. In February 2015 we filed a written complaint with Century Tile regarding the above situation that included illustrative pictures and copies of invoices that included no reference to waterproofing material being included in the materials used during the original installation. Century Tile insisted that the same individual who installed the granite tiles come to our house to fix it. We set up several appointments with the installer, many of which were cancelled on short notice. Finally in April 2015 the installer visited our home to evaluate the situation first hand. We provided him with a sample of the granite tile so that it could matched and he stated that he was going to have a meeting with the store's management to discuss our situation and that he would revert back within a week. By June 2015, the installer still had not contacted us and I called David McFarlane, a manager in Century Tile's Solutions Department. During this conversation, Mr. McFarlane stated that he thought the installer had the situation "under control" and that the problem had been fixed. When I told him that was not the case, he began trivializing our situation. Because the water and mold continued to build at a rapid rate behind the granite tiles in our shower, we hired a five-star rated tile installer to remove the bottom row of granite tiles to:
1. Evaluate the original installation process; and
2. To replace the damaged tiles and properly install new granite tiles.
The evaluation and reparation process cost nearly $2,300.
The five-star rated installer found the following defects in Century Tile's installation process:
1. No waterproofing material was applied to the cement board prior to installing the granite tiles on top of it.
2. There was defective caulking and grouting around the bottom row of tiles.
3. Roofing nails rather than sufficient screws were used to secure the underlying cement board.
4. Insufficient space was left between the bottom row of granite tiles and the top of the bathtub.
All of the above defects definitely caused water to leak behind the bottom row of granite tiles. Pictures were taken of all of the above defects as well as every stage of the new installation process, and this evidence along with an explanatory letter was submitted to Century Tile via Certified Mail. So, although we have submitted incontrovertible proof of the defects in their installation process of the granite tile, Century Tile refused to reimburse us for the cost to demolish and properly replace the damaged tiles. They did not keep their original promise to stand behind their installation work, and we have been scammed out of several thousand dollars as a result.