
Doug is pretty high up, from what I understand, high enough to be concerned about the company's reputation. When I had a problem with my SS, I just said to the CSR that the SS and I disagree with what is acceptable and asked how I could escalate the problem. It may have helped that my inspector knew one of the directors of Eden Brae but I also was very calm and to the point. Apparently, I was one of the few customers my CSR dealt with who had a crap build and wasn't screaming down the phone at her so that may have helped as well.