Hello Sandra, firstly would like to sincerely apologize for your inconvenience on Friday. Yes your plumber was detained at his first job as was explained to you. That could not be helped as it was a critical job he could not leave until finished. He was not 100% sure how long he would be. We did notify you of the delays and you agreed to wait. This is not a common occurrence.
There is a lot to address here and I will do my best...
In 2015 our technician Mike wrote in his debrief:
"I fastened down the kitchen faucet and also inspected the lavatory sink and tub spout on the second floor. Mr. W. wants the white under-mount sink replaced so there's no point in changing the mechanical pop up at this time. I will be getting him a quote on that asap.
In regards to the tub spout he will be calling Moen to see if they will replace it for him."
Please note: When Moen is involved in a warranty claim, they will only provide free parts when the customer calls them directly. A plumbing contractor cannot order warranty parts for a customer. Our hands are tied with that however we are a fully licensed Moen contractor.
The warranty charge was reversed as soon as it was brought to our attention that our tech had charged it in error.
When your husband asked about replacing the sink altogether, I'm sure that Mike was thinking that if that were to happen soon, he could save you some money by not repairing the pop-up in the old sink.
The drain de-clogger you refer to is "BioSmart". This is an amazing product that we have people coming in our front door every week to buy. It is plumbing-safe, eco-friendly and most importantly it works. If you had slow drains this was a very smart purchase. Regular use can prevent expensive emergency drain calls. We recommend it to all our clients however they still have to choose to buy it ($52.34 & hst).
We contact all our clients immediately after each service call for feedback. If you could give me your sister's name I would like to check to see if she was specific on our Happy Call about her experience and address it if I can.
Fast-forward to last Friday...we arrived at 5:49 with hat in hand. Yes quite late but prepared to provide you with impeccable service. Again we apologize for the delay - it was certainly not intentional. We hope that you will provide us another chance sometime in the future to prove we are worthy of your business.