Consumer complaint received 2015-09-21
Product: Credit card — 
Issue: Customer service / Customer relations — 
Company: CITIBANK, N.A. (IL)

In XX/XX/XXXX, we purchased granite tile from the XXXX located in XXXX, IL, which cost several XXXX 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 install the tile and would stand behind the work forever, we also engaged XXXX 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 tiles. After the installation process was completed, I asked the installer if 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 tiles and wiped off excess water every day. Within three years thereafter, a water line began 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, had visible holes in it. In XX/XX/XXXX, we telephoned and visited the store to complain about the growing water line forming behind the bottom row of granite tiles and also to report that mold was now visible. The store manager, XXXX XXXX, 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 XX/XX/XXXX we filed a written complaint with XXXX regarding the above situation that included illustrative pictures and copies of invoices that prove no waterproofing material was included in the materials used during the original installation. XXXX insisted that the same installer come to our house to fix it. We set up several appointments with the installer, but he cancelled many such appointments on short notice. Finally in XX/XX/XXXX the installer visited our home to evaluate the situation. 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 XX/XX/XXXX, the installer still had not contacted us and I called XXXX XXXX, a manager in XXXX. During this conversation, it became clear that XXXX XXXX had not followed up to monitor the installer 's progess in fixing this situation. XXXX XXXX also trivialized the situation. Because the water and mold continued to build at a rapid rate behind the granite tiles, we hired a XXXX rated tile installer to remove the bottom row of granite tiles to evaluate and make repairs to the originally installed tiles, which cost approx. {$2300.00}. 
The new tile installer found the following defects in XXXX workmanship:1. No waterproofing material was applied to the cement board prior to installing the granite tiles. 
2. There was defective caulking and grouting around the bottom row of tiles. 
3. Roofing nails rather than 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 caused water to leak behind the bottom row of granite tiles. Pictures were provided of the above defects as well as every stage of the new installation process, which was submitted with an explanatory letter to XXXX. Although we have submitted incontrovertible proof of the defects in their installation process of the granite tile, XXXX has refused to reimburse us for the cost to replace the damaged tiles. They did not keep their original promise to stand behind their work, and we have been scammed as a result.