SACRAMENTO, Calif., Dec. 12 /PRNewswire/ -- Two friends are fishing one Saturday off the California coast when their venture is interrupted by persistent cell phone calls. The cardiologist listens to both of his callers, gives instructions and informs the hospital staff he'll be in to check on his patients later in the day. The general manager of a tile company listens, answers questions and then takes another call and another and another. The irony of the tile contractor receiving three times the number of emergency interruptions as the "on-call" doctor is nothing new to subcontractors in the home building business.

Greg Colgate, president of San Diego's California Tile Company says it's routine for him to get a call when the residents of a newly built home discover a bathroom leak. But he also says that even though his company may have installed the tile, that's not what is causing the problem. "There's no such thing as leaky tile," says Colgate. "Yet we get called in time and time again, which only delays the repair."

As president of the California Professional Association of Specialty Contractors (CALPASC), San Diego, Colgate and other members want the homebuyer to receive the fastest possible diagnosis and fix for any problem. More than likely, a leak stems from one of the many waterproofing components involved with a shower or tub, including the glass enclosure, shower pan, membrane or other appliance. "But when the floor is wet outside of the shower and the owner rightly calls the builder, often, the first person the builder's representative calls is the tile guy," states Colgate. "When the builder's customer service people are well trained, they understand the problem is going to be fixed by calling in some or all of the waterproofing team such as the membrane/hot mop installer, glass enclosure company or shower pan installer. After all, you wouldn't call the painter first if you had a problem with nail pops."

Tile is only as waterproof as the surface underneath it. When tile is shaped or drilled to accommodate faucets, drains and the screws attaching the shower door, those areas need sealing to prevent water penetration. Natural settling and shifting of surfaces, and of the house itself, may cause cracks to appear, but still, the waterproofing is not in the tile.

When the tile installer is the first called, it sets off a chain of phone calls, messages, return calls and perhaps even a home visit to establish what a well-trained builder's representative should know -- tile doesn't leak. Meanwhile, a persistent water presence could deteriorate surfaces and invite mold to set in. "What was once an easily solved problem ends up creating a very irate customer who spent a lot of money on a new house and is not getting a timely response," says Cindy Mitchell, president of Citadel Tile and Marble in West Sacramento and CALPASC Northern California board member. "CALPASC wants to see good problem solving for new homeowners. When builders have well-trained customer service people who understand the individual trades, jobs and products involved, then repairs are efficiently accomplished."

Colgate suggests a simple program to expedite the repair of an "interior moisture envelope" (i.e., a tub or shower area) waterproofing process and save the homeowner from wasted time and frustration. When a problem arises, there are primary steps to be taken. First, the consumer should call the builder. The builder's customer service personnel should immediately assemble the right team to inspect and address the problem. As a group, these professionals will be able to provide a quick diagnosis and determine corrective steps. The builder's representative should remain an active participant on the team until a repair has been completed. Mitchell agrees, saying that a new home is not a manufactured product coming off of a conveyor belt, "A number of components work together to contain water properly. It may take subcontractors working together to figure out what's wrong and how to fix it."

CALPASC encourages new home buyers to read the materials they are given on the products used in their homes and to be sure to follow the care and maintenance instructions. Additionally, CALPASC encourages its trade contractors to work with builders in educating their customer services representatives. This allows for a quick and accurate assessment and repair of a problem. In recent years, builders and trade contractors have improved customer service response times, but all that can be wasted on a misdiagnosis. And, much like the advice a doctor would give, if there is a problem, don't wait. Call and get the process started. "There really is no such thing as a tile emergency," says Colgate. Referring back to the fishermen on their phones, Mitchell adds, "It's not that a leak is not important, but it's not life or death. It's just tile."

California Professional Association of Specialty Contractors (CALPASC) is represented and managed by its members. CALPASC's mission is to advocate for specialty contractors, suppliers and related businesses in the legislative, regulatory and judicial arenas. CALPASC is committed to educating members on complex issues and advancing safety and compliance within the building industry.

SOURCE California Professional Association of Specialty Contractors