Miracle Method of Greater Louisville

In almost four years in business I am responding to the first ever complaint about our servicesI am *** ***, owner of Miracle Method of LouisvilleThe complaint submitted is Complaint ID *** and is for rust that appeared around the outside of the drain cover a few months after we
refinished the bathtub at this customers homeThis job was unique in that a general contractor contacted us to do this workWhen I went and did the estimate, I explained to the general contractor that we don't normally remove the drain cover when we refinish a tub, and instead mask it off because we are not plumbersI explained that if they wanted to remove the drain cover, it would be provide a better overall job and would allow our coatings to fully cover the tub surfaceI also explained that only two things are not warranted by our company is rust and standing waterThe drain cover was kind of high and did not allow all the water to drain out of the tub, which can lead to rust over timeSeveral months later the homeowner contacted us about rust around the drainI went to the home and inspected the tub and explained to her husband that rust was appearing because it was probably under the drain cover and that the standing water around the high lip of the drain cover was the cause of this problemI said we could fix it but that there would be a charge for itHis wife was not satisfied with this answer and called to let me know she was going to file a complaint with the Revdex.comHaving never had a complaint and trying to protect my image, I contacted the contractor and asked if he would split the cost of us having a plumber remove the drain cover so we could get rid of the rust and refinish that portion of the tub againHe agreed to do thisI then assigned the task to one of my office staff to reach out to the customer and make arrangements for this repair to be done, even though our contract specifically stipulates that rust is not covered under our year warrantyApparently the lady was never contacted by my employee to make arrangements to come back out there are make the repairThat employee is no longer with my companyA month later I get the notice of the complaint by the Revdex.comI reached out to the homeowner and have made arrangements for us to go back there toward the end of May and make this repair, even though again, this is not typically covered under our warranty