Jim the Plumber, LLC

I am not sure why the customer filed the complaintI am normally the technician that takes care of this customerI was out of town on Vaction when the service call was performed by a very knowledgeable honest year journeyman plumberI received a phone call from the technician while he was at
the home of this customerHe said she was very upset and yelling at himHe explained to me how he gave her the information on what could possibly be wrong with the piping under the toiletHe gave her the worste caseShe then went ballistic screaming at him and informing him he needed to speak with her husbandAfter speaking with the husband the technician removed the toilet to discover that the crack in the tile/ concrete floor had become worseAfter telling the wife that the floor had shifted more and cracked the sturdy PVC repair flange that was still firmly anchored to the concreteThe wife then admitted it may be caused from her and I quote *** *** *** daughter that uses that toiletWith the knowlage that the floor was still shifting, and a large person was using this toilet the technician installed a new PVC repair flange and put additional bracing under the toilet.The technician did not charge them any additional money for thisWe covered the repair under warrantyIt is the practice of this company to let a home owner know in advance that there MAY be another problem and what it would cost to correctIt is not uncommon for old lead and cast iron pipe to leakI feel it is always better to let a person know the worst case scenario before we begin workMost people are very pleased if it ends up being something less or even something that is done at no chargeI will gladly extend the warranty on the repair for year from the time we replaced it at no charge.This is the first time I am hearing this request from the customerIt is not unreasonable and I will obligeThey only needed to call the office and askI hope this resolve the issue