[Superman]

The "in person" tactic sounds good. Otherwise, document document document. Send letters.

Then again, after chatting here in the OT Forum all these months, I'm thinking you must be mistaken. If this is a private business, well, they offer superior customer service. After all, they are motivated. Perhaps you are mistakenly taking up your matter with a public agency. They are the ones giving poor service. Just ask Len or Bryan or Mule or Island.