Kitchen faucet

I have a Kohler single handle kitchen faucet with a pull out sprayer.  It broke at the base and so I called American Home Shield.  The plumber, Devin, from Matt's Plumbing in Tampa came out and as soon as he walked through the door I knew there would be problems. He seemed disturbed after I asked him who he was and he muttered, "plumber."  He walked over to the sink and looked at the faucet.  He then asked me who broke it, why did it break, and how did it break.  If I knew I wouldn't need a plumber! He also told me that I had a lifetime warranty on the fixture. Then he went to his truck.  After about five minutes I received a call from one of your representatives, Crystal.  She said that the faucet was broken due to "excessive force" and that it was my fault.  I didn't know why she said that because it is not true but I asked anyway.  She said that Devin told her that.  I asked why he had said that because I didn't think he was a mind reader and just looking at the faucet for a few minutes he decided what happened. Furthermore, he didn't discuss it with me; rather he ran out of the house like a little coward and reported it to AHS.  I was extremely agitated and asked Miss Crystal if she was aware that the faucet was 13 years old.  She said no and further went on to say that if Devin said it was misuse then it was true.  Great customer service! She now said that If I want a second opinion I can get one.  Yes, I would love a second opinion if I was having my leg amputated, but for a kitchen faucet?  Furthermore, we already established I had a lifetime warranty on it so why were they continuing with this nonsense? Ready to implode from within, I went out to the truck and asked Devin why he did that. He wanted to know why I was yelling at him.  "Are you serious, I asked?"  "You never told me what you reported and now I am receiving calls as if I deliberately broke my own faucet'" I went on.  He told me he called Kohler and they will replace the faucet.  I asked if AHS would install it.  He said they would and then handed me a bill for 225.00. What was the bill for?  His rudeness or his ignorance?  I didn't pay him so he said I would be billed from AHS.  Incidentally, when I called Kohler to confirm the delivery, I asked if it was customer abuse that broke the faucet because Devin had told me that Kohler agreed with him.  The representative from Kohler said, "No ma'am, after 13 years anything could happen to a product which is why we have warranties."  And then he told me to have a great day.  Crystal, that moron, can learn something from that representative about professionalism!!!!  My whole family and my friends signed with AHS after I did, and we are all changing to a different company.  Great job!