In this particular case:
- Job description for the employee is unclear. Plumber, painter, what else?
- Expectations of the employer is so high..
Many people pointed out that the contractor should've checked the toilet first before cutting the two holes. He should also have warned that the ceiling couldn't be repaired easily without serious work.
If I were the contractor, I'd explain to my customer what'd do:
1) I check the toilet. I'd charge a fee for this service.
2) If the toilet checks out to be the problem, I'd fix it for another fee.
3) If the toilet checks out ok, I'd check out other potential sources (eg shower, floor) for another fee.
4) If everything is checked out, I'd advise the customer that I need to cut two holes in the ceiling to inspect the pipes. Of course this is after advising the customer that the difficulties of ceiling repair. If the customer wants me to fill in the holes after and paint them to match the colour for a certain fee, I'd go ahead. If not, I can offer him another price (much higher) so I can hire someone else to fix the ceiling properly.
I, however, think the contractor in question missed a few steps that caused the tension between him and his customer.