Can't get any response from the Service Department

We are moving out of a rental house that we placed a Maxidor in, we wished to have it removed and placed in our new house, my wife initially logged a request on their web page 2 weeks ago which resulted in calls from their sales people. Every time she explained the situation she was assured someone from the service department would call her. I have called the Call centre 3 times myself now and my wife twice. A Service rep finally called her yesterday with the promise of calling her back in 20mins. still nothing. At this stage it looks like we are going to loose our expensive door because Maxidor simply won't help.