It Cost Us Thousands Of Dollars, But We Had To Make Things Right For Carolyn

When A Plumbing Mistake Led To A Leak, We Returned Months Later To Redo Everything

At Ozark Home Pros, we’re known for flawless bath remodeling in Northwest Arkansas. However, there’s an exception to every rule, and on rare occasions, we do make notable mistakes.

How do we respond to these workmanship errors? With the integrity you’d expect from a highly respected regional provider. Here’s a story that perfectly illustrates the strength of our commitment.

The Initial Installation

A while back, we installed a brand-new shower and separate bathtub for local homeowner Carolyn F. Everything went as planned (or so we thought), and Carolyn was quite pleased with the outcome.

However, behind the scenes, we’d made a significant error. While installing the water line for the new bath, we failed to properly crimp two sections of it together. This weak point left the line vulnerable to leaking.

Not great, but at the time, we were unaware that the mistake had been made.

The Call From Carolyn

Fast-forward nine months, when we received an urgent call from Carolyn. In the time since her tub and shower were installed, she’d noticed two worrisome problems.

First, she’d spotted some changes in the condition of the adjoining drywall. In addition, she saw signs of mold formation.

When we got the news, we scheduled an emergency appointment for Carolyn and drove out to her house. Now, it was time to troubleshoot the situation.

Diagnosing The Problem

We began by inspecting the drywall. Sure enough, it had a very high moisture content. And when we checked under the tub, we immediately spotted some standing water.

At first, we didn’t know what was causing these issues. When two non-invasive procedures failed to reveal the source, we knew it was time to check behind the wall.

Once we got the wall open, we quickly zeroed in on the un-crimped water line. We also noticed something else – severe, moisture-related bowing in one of the shower panels.

Needless to say, we weren’t too happy that we’d committed such an error. We knew right away that we had one goal – making things right for Carolyn.

Repairing The Damage

We began by crimping the water line and stopping the leak. Next, we mopped up the remaining water and removed the damaged drywall. After giving the area time to dry out, we then installed new drywall.

Since the shower panel was warped beyond repair, we knew we’d have to replace it. That’s to be expected under our lifetime labor warranty.

But honestly, given the fact that we caused the problem in the first place, that didn’t seem like an adequate solution. Simply put, Carolyn deserved more from us.

All-New Shower Panels For Carolyn

Our solution? The installation of all-new panels for her shower. We began by re-ordering a full set of three panels from the manufacturer.

We then removed the water-damaged panel and replaced it. In addition, we removed the two undamaged shower panels and replaced them as well. To finish the job, we rehung the original glass shower door, which still fit perfectly.

Profit Lost, But Integrity Maintained

What was the cost of this self-inflicted failure? The biggest expense was the embarrassment of not living up to our own impeccable standards.

What about the monetary impact? All told, it cost us thousands of dollars to repair the damage and install new shower panels for Carolyn. In fact, the expense was roughly equal to all the profit we initially made on the job.

But that’s beside the point. Our priority was Carolyn and her satisfaction with our solution to the original mistake. And on that front, accountability for our actions paid us major dividends.

Looking for a bath remodeling company in Northwest Arkansas with this kind of commitment to integrity over profit? Contact Ozark Home Pros today for a free price quote on your desired project. We’re standing by to show you why we’re the region’s trusted home contractors.