Upon arrival, found extensive damage to main pipe surrounding the backflow preventer underneath front portico. It appears that there is a ball valve before the pvb which was closed in order to do the winterization, and that the shut-off valve in the basement gym room ceiling tiles was never closed. The shutoff valve in basement ceiling tiles requires a ladder to reach it. The outside ball valve eventually froze and burst, which flooded under the portico and eventually into the basement gym. The flooding has warped the gym flooring. Customer reported that he was home during the winterization but did not meet or talk to the technician, so was likely not available for him. Customer is requesting or expecting that our insurance covers the gym floor damage, and also to replace the damaged pvc pipe under the portico. See all photos. Another note: the shutoff valve inside basement is faulty and needs to be replaced by a plumber; water is constantly leaking from the main pipe outside. See vide