Zimprovements, Inc.

Initial Business Response /* (1000, 5, 2015/08/03) */
The client hired us to do this project, they signed off on the exact color selections, and the exact design.
After a very successful installation (also inspected by the manufacturer) in September 2014 they decided they didn't like the...

color, and refused to pay their bill. (see photo)
In an effort to ensure customer satisfaction, a letter dated October 10, 2014 was sent to the client giving them three choices for a resolution. (see photo)
They choose the the first option and notified us via a web submission form on July 2, 2015. (see photo)
The agreed upon solution was performed and installed on July 22, 2015 (see photos).
After another successful installation, the client decided they were still not happy.
The client called us at 9am on July 23, 2015, and spoke with Kathy Anderson, our GM. Kathy said she talk to Jon [redacted] (the owner) and see what if any further solutions we could come up with and would call them later that afternoon. At 2pm it was brought to our attention that the client had already begun to slander us on Facebook.
The determination was made at that point that efforts to make this client happy seem futile.
You can reach the owner of our company to discuss this matter further if you like, he can be reached on his cell at XXX-XXX-XXXX, or by email: [redacted]@zimprovements.com
Initial Consumer Rebuttal /* (3000, 8, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did hire Zimprovements to do this project based on the previous work they had completed for us along with brochures showing what we could expect the end result to turn out like. We would argue our project turned out very different from the projects in the brochures.
The company states the first installation was very successful. Our impression of the first installation was that the color did not turn out as expected as it was pink in areas rather than red. What was most unsettling was the grout lines. The grout lines were filled with red color that had run. It looked hastily and sloppily done. This is how the company decided to leave the project. - See photos of initial project.
We did receive the letter from the company offering us three different solutions. We had asked for a refund as we had very little confidence in this product and didn't think we would be happy with the end result, which would only waste our time along with the company's time. The company informed us a refund wasn't possible. After some thought, we did elect to have them come back and fix our project by adding accent colors, which were supposed to be blended in along with fixing the grout lines. It should be noted that many phone calls and email messages went unanswered before we finally received a response from the company to get to this point.
After the second installation, we informed the company that we were happier with the grout lines but that the accent colors did not look blended in at all and the project as a whole actually looks worse to us. We spoke with the general manager who was matter-of-fact and to-the-point. She advised us that she had spoke to the owner and that the contract was fulfilled and we were responsible for paying the balance of the project. She also informed us that this was deemed to be a successful installation both times it was performed. A review was posted by us to the business's Facebook page. The content of that review has since been deleted in an effort to come to a resolution.
We are not just difficult customers as shown by our marked satisfaction with the prior jobs this company had done for us. If the fixed product looks worse than the initial product, surely this was not an acceptable solution.
Final Consumer Response /* (4200, 9, 2015/08/04) */
Final Business Response /* (4000, 11, 2015/08/14) */
We would be happy to have a meeting with both the clients and the manufacturer's rep to come up with a plan of action that is agreeable to all parties and within the scope of the products designated capabilities. Our request is that both homeowners be present so that everyone is working together to achieve a positive outcome.

Initial Business Response /* (1000, 5, 2015/08/03) */
The client hired us to do this project, they signed off on the exact color selections, and the exact design.
After a very successful installation (also inspected by the manufacturer) in September 2014 they decided they didn't like the color,...

and refused to pay their bill. (see photo)
In an effort to ensure customer satisfaction, a letter dated October 10, 2014 was sent to the client giving them three choices for a resolution. (see photo)
They choose the the first option and notified us via a web submission form on July 2, 2015. (see photo)
The agreed upon solution was performed and installed on July 22, 2015 (see photos).
After another successful installation, the client decided they were still not happy.
The client called us at 9am on July 23, 2015, and spoke with Kathy Anderson, our GM. Kathy said she talk to Jon [redacted] (the owner) and see what if any further solutions we could come up with and would call them later that afternoon. At 2pm it was brought to our attention that the client had already begun to slander us on Facebook.
The determination was made at that point that efforts to make this client happy seem futile.
You can reach the owner of our company to discuss this matter further if you like, he can be reached on his cell at XXX-XXX-XXXX, or by email: [redacted]@zimprovements.com
Initial Consumer Rebuttal /* (3000, 8, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did hire Zimprovements to do this project based on the previous work they had completed for us along with brochures showing what we could expect the end result to turn out like. We would argue our project turned out very different from the projects in the brochures.
The company states the first installation was very successful. Our impression of the first installation was that the color did not turn out as expected as it was pink in areas rather than red. What was most unsettling was the grout lines. The grout lines were filled with red color that had run. It looked hastily and sloppily done. This is how the company decided to leave the project. - See photos of initial project.
We did receive the letter from the company offering us three different solutions. We had asked for a refund as we had very little confidence in this product and didn't think we would be happy with the end result, which would only waste our time along with the company's time. The company informed us a refund wasn't possible. After some thought, we did elect to have them come back and fix our project by adding accent colors, which were supposed to be blended in along with fixing the grout lines. It should be noted that many phone calls and email messages went unanswered before we finally received a response from the company to get to this point.
After the second installation, we informed the company that we were happier with the grout lines but that the accent colors did not look blended in at all and the project as a whole actually looks worse to us. We spoke with the general manager who was matter-of-fact and to-the-point. She advised us that she had spoke to the owner and that the contract was fulfilled and we were responsible for paying the balance of the project. She also informed us that this was deemed to be a successful installation both times it was performed. A review was posted by us to the business's Facebook page. The content of that review has since been deleted in an effort to come to a resolution.
We are not just difficult customers as shown by our marked satisfaction with the prior jobs this company had done for us. If the fixed product looks worse than the initial product, surely this was not an acceptable solution.
Final Consumer Response /* (4200, 9, 2015/08/04) */
Final Business Response /* (4000, 11, 2015/08/14) */
We would be happy to have a meeting with both the clients and the manufacturer's rep to come up with a plan of action that is agreeable to all parties and within the scope of the products designated capabilities. Our request is that both homeowners be present so that everyone is working together to achieve a positive outcome.