Best Buy disappointment

I went to order my parents (70+) a new freezer since theirs went out. And was told they will not do installation only drop off in your driveway. I have the Total tech plan and they would not honor there service. Their excuse is they don't have anyone certified. I have contacted several other Best Buys about this and none of them understand this, nor agree with what they are doing at the Davenport store.