Reliance Home Comfort

I initially gave this company a 5-star rating for installation and professionalism, however since then (nov 22nd install date)
I have had a furnace inspection and failed, due to the absence of a heat exchange calculation, i have on numerous occassions called, been put on hold, sent to different departments, been put on hold, talked to service, who jasm’t got a clie to what i am talking about, they sent a message to the original salesman Ben, who doesn’t reply to inquiries after the install is paid for, i was assured that his manager was cc’d on the message and someone would get in touch with me the next day. Here it is a week later, again i was on. the phone for 50+minutes, again assured someone would call me back.
End of day no call, I don’t think i am asking for anything out of the ordinary so I am at a loss as to why this is so difficult a task for a company that does this on a daily basis. The inspector said that the calculation is normally e-mailed, to date i have mothing.