Action 9: Persistence Pays Off For Charlotte Homeowner

Five months ago Action 9 talked to Tricia and Brian Faust about the melted siding on their $230,000 home.

It started near a false chimney a year and a half after they moved in. There was more melted siding near the front entrance.

Tricia Faust complained to their builder and was told their warranty had expired. She then got in touch with the siding manufacturer -- Owens Corning.

"They said this is not their issue, must have been from excessive sun," Faust said.

Owens Corning told Action 9 it was "reflective distortion" caused by intense sunlight bouncing off a window onto the siding. But after Action 9 made contact with the company, it worked out a generous settlement with the Fausts.

“The siding even seems to be of a better quality. This, they say, is the best,” Tricia Faust said.

The company agreed to give Faust their best siding, called Polar Wall with foam-backed insulation.

"It seems to be extremely durable. It doesn't budge at all, even the corner molding. They even have the insulation on it," she said.

Not only did Faust get the company's best siding, but she also convinced them to wrap the house in a vapor barrier, which installers failed to do before. When they asked her to pay a portion of the cost of this top-of-the-line siding:

"I told them absolutely not, and me being my stubborn self, it worked," Faust said.

Consumers can take a lesson from Faust's unwavering negotiating skills and persistence.

"Be persistent. It’s the only way to do it," she said.

To win when negotiating, get clear about the bottom line. Decide in advance what matters to you and what doesn’t. In other words, where you’ll compromise and where you won’t – then stick to it. But remember, you can build goodwill by saying something appreciative while remaining firm.