Builder’s Customer Contact Center's inaction

I purchased a Power4Less Omnivolt from the Builder’s website on the 3rd of February 2026. Prior to making the online purchase I emailed the Builder’s Customer Contact Center and confirmed that the Power4Less Omnivolt came with installation. The Builder’s ref number: #2CNJ9. The Customer Service Agent , advised me how to select the installation option and the purchase was made. After delivery of the Omnivolt unit I was contacted by the installer and given a quote for installation. I contacted the Builder’s Customer Contact Center numerous times since the 12th of February 2026 but still have not received any explanation on why I should pay for installation when Builder’s already confirmed that it was included in the price. I was only contacted by Builder’s Customer Contact Center when I lodged a complaint on their website, but the only response was that they could not find my previous emails and that I should forward them before they could assist. I forwarded my emails and made two further calls and on both occasions my emails still could not be found. I then lodge another complaint and was emailed once again that my previous emails and complaint could not be found. The Builder’s ref number: #2EVAC. I then emailed the customer service agent with pdfs of the all the previous emails and the only response from the agent was to send me a copy and paste of the very first email I received from the first agent. I lodged another complaint yesterday (my third) and have received no response to date. Builder’s needs to take responsibility for their Customer Service Agents advice and it seems from my interactions with the agents that they are not reading my complaint and are deliberately avoiding my questions. Builder's only has one option, pay for the install!