I had bad experiences dealing with the Rancho pers...

I had bad experiences dealing with the Rancho personnel from vancouver . Her name is Mary and twice I got aweful experience with her ! Twice I called the Rancho ppl and seeking from assistance yet I get no Help . Yet the personnel ( Mary )over the phone was yelling and keep telling me this is not emergency and tried to brush me off . She did not even try To listen what I have to said and try to understand what help that I need , all her kept saying was "this is not an emergency ! " and twice she threaten to hang up my call !!
I personally are really upset and disappointed with her service and did not understand how can she sound sooooo unprofessional if she indeed is a professional acting on behave of Rancho group !?