Portofino Tile and Bathroom Remodeling Center

I was called regarding a possible leak. On the outside of the shower there was some missing caulking which when getting out of the shower water got on the floor it could seep to the ceiling below, or if the wax ring on the toilet had failed or they overflowed their toilet (toilet is 15" away from the shower location). It was a billable service call past one year to do a maintenance re-caulk as caulking unfortunately is not permanent (I did not charge them to re-caulk). Some time elapsed and the problem arose again. The plumber and I went to their home and with a hole cut in the ceiling below, running the shower for over an hour on two occasions, there was no water coming downstairs. As a courtesy, I removed the grout on the the entire shower floor, curb and up the walls 3-4" and replaced it with epoxy grout. this made it IMPOSSIBLE for it to be from the tile from missing grout or caulking as epoxy grout is impervious. I was contracted to do tile, cabinets, top and shower doors. The plumbing was done by a sub-contractor and at the time inspected by the city passed rough and final inspections. I then suggested they contact their insurance company as it did not involve performed by my company and their insurance company would contact the plumbers insurance company and start a claim which under immediate water leaks insurance companies will pay for these type of issues. Plumbing leaks, not tile. I advised them once the insurance company got involved and subrogated the claim to the Plumbers insurance company and the proper steps took place, I would work with then to remove all the tile and put it back together as there was no indications that is was due to MY work and I wasn't going to do all that for free. I stood behind my work even though it was long past warranty. They chose not to follow my advise and circumvented the process to deal with the plumber and his insurance company. That was their decision. I am not a plumber, and can not touch the plumbing. The plumber surmised that the toilet which was 15" from the shower may have had a wax ring that failed, or they overflowed it several times; may have been the issue. At not time during their process with their insurance company was the plumber or I contacted to come do the removal or to verify who ever removed the tile to expose the plumbing so the either one of us could verify this claim. For all I know it was their fault. Highly inappropriate review as it is factually incorrect.