gigabit pro

Hi, My client has been trying to get Gigabit pro for several weeks. We did get someone at Comcast to get the survey performed. They performed the survey and there are two requirements:
1. Less than 1,760 FT from the fiber splice case, client is at 400 Ft.

2. Cost cannot be more than $8,800 to build. Cost estimate is $10,529 Difference = $1,729

They sent an email saying this location is disqualified. It hardly makes since since they recently installed this fiber node or this product. Regardless, the client is offering to pay the difference. We have been calling comcast for over a week and spent many hours on the phone trying to talk to someone from the Gigabit Pro team. No one can help us. The email also does not have any way to respond. This is the definition of frustrating. 

What do we need to do to move forward? Who do we contact?
The client is anxious to get this product. Thank you kindly.