Miracle Method of Louisville

In almost four years in business I am responding to the first ever complaint about our services. I am [redacted], owner of Miracle Method of Louisville. The complaint submitted is Complaint ID [redacted] and is for rust that appeared around the outside of the drain cover a few months after we...

refinished the bathtub at this customers home. This job was unique in that a general contractor contacted us to do this work. When 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 plumbers. I 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 surface. I also explained that only two things are not warranted by our company is rust and standing water. The 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 time. Several months later the homeowner contacted us about rust around the drain. I 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 problem. I said we could fix it but that there would be a charge for it. His wife was not satisfied with this answer and called to let me know she was going to file a complaint with the Revdex.com. Having 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 again. He agreed to do this. I 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 5 year warranty. Apparently the lady was never contacted by my employee to make arrangements to come back out there are make the repair. That employee is no longer with my company. A month later I get the notice of the complaint by the Revdex.com. I 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.