the customer service was very good at letting me know my place in the plumber's visit queues. He explained me what he needs to do to diagnose the problem. He cut into the ceiling drywall to see the shower drain and located the site of leak, replaced the part and tested it and everything is perfect since. One thing I didn't like which could have been a problem in case the leak was coming from the drain, is that he forgot his ladder and to complete the job he would either need to bring one or reschedule. Luckily, it was not that complicated. overall good experience.