A: The tile expert I consulted said it sounds like there was not enough thinset (the glue applied over the mortar) applied during the original installation. As that layer of thinset dries, it contracts and pulls the tile tight to the mortar. However, if it was not thick enough, it will pull away from the tile and leave gaps of air under the tile. The crunching sound is probably broken pieces of mortar, your grout is cracking and soon the tiles will start to crack, as well.

Contact your builder and tell him you suspect your tile floor was improperly installed during the original construction process. I advise doing it in writing, noting the date you first noticed the problem and keeping a copy on file in case it takes time to resolve. (At this stage, do NOT bring in any other tile setters, which may void any warranties the builder is obligated to honor.) He may or may not be able to salvage some of the tile when removing it, but it does sound like he owes you a new floor.

Hopefully, your builder will stand behind his product and correct the problem promptly. If you encounter resistance, file a complaint with your state licensing board. If it can't be resolved directly with your builder, the board may send an inspector out to determine the cause of the problem and decide how it should be rectified.

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Good luck with your project!

by Kathy Maynard, reprinted courtesy of HomeAdvisor.com