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Originally Posted by Muncle
Pebbles,
I'm one of those who has had no significant bad experiences with the Home Warranty office other than a garage door situation that still ticks me off three years later. All in all, it was a minor issue compared to the otherwise good service I experienced. HOWEVER --
You have two issues that you really don't deserve to tolerate. First the water problem. 48 hours or not, water gathering at the base of your walls is a threat to the stability to your house. Your home is not built on stilts. It was not designed to withstand incoming tides. From Mac9's comments, someone in the Warranty office eventually realized this and addressed the situation in his neighborhood. The office needs to at least review your situation to determine if the same problems exist.
The other problem is the treatment you received at the office. It's quite possible that "the woman at the desk" was unaware of Mac9's situation and it's resolution and may not be overly familiar with the water issue. She may have been responding from a checklist, kinda like, "water collecting in the yard -- lasts less than 48 hours -- no problem." It's possible that she doesn't know or recognize any difference between a puddle in the middle of the yard and the foundation being under water. We can forgive Angela's ignorance. No one knows everything about everything. She's entitled to be stupid. But she is not entitled to be rude and condescending. For all practical purposes, she works for you. You pay her salary. You deserve respect, not disdain. Her job and her attitude should be determining how she can help you solve your problem, not how she can deny responsibility.
Now I can give some unsolicited advice. Start with Angela's boss and try to get someone to take a fresh look at your problem. Cite Mac9's situation and the Warranty Department's eventual solution to this almost identical case. If Angela's boss won't help, keep going up the chain. A possible shortcut is to contact Mac9 and find out who he eventually got to agree to help and go directly to that person. And also point out the miserable customer service you have received to that point. Angela may have been having a bad day -- maybe her Grandma got run over by a milk truck -- but that's not your problem.
Good luck.
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Excellent advice Muncle.
My husband when faced with a situation like this just keeps calmly repeating " I understand that. May I speak to your supervisor?". (To the point where I find it embarassing. It almost always works)
It appears to me that this Angela is not a good person to have in this job and someone over her head needs to know it. I think I will copy this thread and send it on to our wonderful rep Jim McLauglin. Worth a try.