Replacing our washer but not allowed to pay for replacing the plastic protection tray under it

I just found out that I cannot call the delivery company ahead of time and pay for a plastic protector tray to be replaced before our new replacement washer is put in place.  It is on the second floor and the tray helps protect the floor & prevents water damage to the first floor.
Once the old washing machine is removed the old tray will be cracked, which has happened every time we replace our washer. It seems to me an insurance company would be glad to have extra protection from washing machine leaks damaging the house!  The young lady could not refer me to a supervisor or anyone in the company to resolve this situation.  So I have to go to town and pay more for the washing machine.  Ironically the machine I was interested in purchasing has been discontinued!  The original machine I was interested in is not available so I downgraded to the next model which you have available.  Of course your sales rep didn't tell me it was discontinued.
I have had great service from you folks when we lived in California with the Navy.  I kept in touch with you until you became available in Virginia.  What a disappointment that you have such poor customer service!