This situation reminds me of the time my roommates and I ordered DirecTV for the 2001 football season, and we contacted the local satellite installer four times on four separate days to come out to our apartment in DC to set everything up and begin our service.
Long story short, the woman who had the contract for DirecTV installations in DC was based in Fredericksburg, VA, and she refused to send anyone to our place because "DC was dangerous." We found this out after reaching out to DirecTV's lobbyist, who got to the bottom of the matter for us.
In the end, she relented and sent an African-American technician to get us wired for for the service, and we ended up getting the whole year of service for free.
I really hope she lost her contract with them after all of that.