All of the materials and the shower pan system were provided by the client prior to our company being awarded the project. We left the project with the customer being very happy and then were called back with a request to see if we could change the tiles in the shower pan and she expressed her dissatisfaction with the "tile selection". A line travelling through distressed tile was pointed out to us and we said we could replace the tile provided the client agree to sign a waiver that the manufacturer did not recommend nor provide a solution for replacing tile in this system. In reality the client was hoping to replace all of the tile she selected as she was not pleased with her selection. Any review by an expert would see all work was performed above industry standards. Our record with the ROC is perfect. We have never had one complaint. We work hard to keep our customers satisfied and we have hundreds of satisfied clients. This review came as a real surprise.