First and foremost we would never charge a client's credit card unless the part was ordered. In this case, we spoke with the client several times and let them know the supplier was out of stock. We tried off and on over several weeks to order the part. We finally told the client that as Christmas was coming, and we were closing down for two weeks, that we wouldn't be able to do the job. To my knowledge a message was never left on our voicemail. Because there was something of a language barrier, perhaps they didn't understand that we had given up on completing the job in 2018. They never contacted us in January and we simply assumed that they had found another company to do the job.
Apologies Rachel,
It was our new admin's first week and she was having some problems with the email communication. (Generally, we tend to send the tradesmen too much additional detail rather than too little). The office should be running smoothly soon. I'm confident that your communication experience with us next time will be much smoother.