Express Flooring – Lifetime warranty

On 8/18/2016, we had carpet, tile and floor covering installed. We had no complaints the tile remained beautiful. On 8/2025 we had new carpeting installed, we chose Express Flooring due to our previous positive interactions.
On, 06/14/2025 we returned home from a trip out of the country. We walked in and found our tile damaged a section 3 tiles had risen and cracked. We did not find any further damage in the house. The tiles surrounding the 3 cracked tiles were fine with no damage.
We reviewed our warranty from Express Flooring and were happy to see a Lifetime Installation Warranty.
We called customer service and a report was given. They requested pictures of the damaged tile which we sent. The Customer Representative was very helpful and courteous.
After a week we had not heard anything, so we called back and were told by Customer Service they could not find our account or copy of Warranty we made her aware we had our copy and could send it in. This Customer Service was also courteous and pleasant.
We waited another week and decided to take our paperwork to your office. In a couple days a very rude, angry and loud person from Express Flooring called. Telling us this would not be covered because we touched the tile. We touched the tile to see if there was a crack in the foundation.
We live a in a tri-level home ,my husband was at the top level talking to your representative and I was in the lower level and I could hear her screaming ,” You touched it, you touched it.” My husband was trying to get more information just infuriated her more. Screaming “it’s not covered you touched it.” We asked for further information and to speak to a supervisor, her response was to hang up on us without the situation being resolved.
We have not received any further information. I would like a letter stating why our Lifetime Warranty was denied and recommendations on repair. options