And again, you'll get advice from posters that could not care less whether you follow it to the "T". 

I am not clearly following the the refinance bit.

Would love to learn who these high quality individuals are, if you can PM so I can follow and learn.  

Are there specific steps or systems you follow to ensure it’s done correctly?

If you haven’t already, make sure you’ve documented everything thoroughly—photos, messages, invoices—and highlight the guest’s negligence, like leaving windows and doors open in extreme weather.If you haven’t heard back after asking to escalate, follow up again and politely but firmly request that a senior claims specialist review the case.

Tilden Moschetti is a good follow, he is a syndication attorney who does syndications hiimself.

During my REI investing journey I've done 7 1031’s, then followed each of these up with cost segregation studies.

When a seller makes claims and promises about what they sell (no matter what the product is), and it's proven that they have not followed through on their claims/promises, the buyer has rights. 

Just a suggestion for after you call or go in person - send the person a follow up email with a recap of what they told you.

Gotcha, a follow up question.