We smelled something burning. When he pulled the refrigerator out the tile was burned and very hot to touch. Why would this happen?

Your condenser is probably so dirty that it's about to burn up the compressor. Remove back (after unplugging it) and spray down condenser coils and fan blades with spray cleaner. Then wash out coils with water hose sprayer. Get fan blades clean and defrost pan, too.
Tubing is routed around outside of refrigerator to keep ice from around freezer door, but when it gets too hot the coils are dirty or fan is not working. Make sure that fan is running. Clean all parts under unit and replace back before starting up again.