Technician Mike responded to a call concerning water coming through the ceiling in the garage. Upon arrival Mike met Cierra who directed Mike to the garage. A hole was already in the ceiling from water damage and the master bathroom tub/shower drain components were visible. Mike then asked to view the water heater. Cierra showed Mike to the basement where a 50 gallon electric water heater is. Cierra stated that they have been running out of hot water. Mike then preformed a water pressure test of the home showing 70 psi. This is good. Mike then viewed the existing water softener. It is very aged and does not have salt in it. Mike then explained how a water softener functions. Mike then asked to view the master bathroom. Cierra directed him upstairs. At this time Cierra signed off on a extended diagnosis. Mike then removed the access panel behind the tub/shower. All the wet insulation was removed. You can see down into the garage. Mike then had Cierra turn the tub on. A leak was disc