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Thanks for your patience and enquiry.
My absolute apologies for the delayed response, it is inadvertent.
With respect to the call, once you accept the offer you are usually billed. However, we have not spoken and I have noted that you do not require a call. You may therefore contact our customer services team and any money taken for a call will be refunded to you immediately.
Here is their information:
It does not seem as though all is lost between you and this contractor at this stage. It may be a simple case of Christmas overbooking which is not an excuse and not acceptable but is the only reason I can think of why a reputable company would not be completing the job as expected.
If they are not adhering to timelines then this would constitute a breach of contract which would enable you to cancel and ask for a refund of any money paid so far or the cost of having to remedy the situation. It may be worth writing to the contractors erring your complaint and expressing that you would be commencing a claim against the company or cancelling the contract and seeking a refund if they fails to adhere to the timeline provided for by the contract.
Can I clarify anything for you? I hope I have answered your query in a way that is simple and easy to understand. If anything remains unclear, I will be more than happy to clarify it for you. In the meantime, thank you once again for using our services.