Verizon again

I have a  relative who is disabled.  Last week, on my urging, she called Verizon to get a land line.  My reasoning for this is that a landline is much easier to trace than a cell.  So if she ever need to call for an emergency, all she would have to do is dial 911 and even if she could not tell them what was wrong, they would know where it was coming from.  So she called and ordered a landline, no frills.  No long distance.  Just the basic landline.  She was given a number.  When she asked if they needed to come out to install it, she was told no everything could be taken care of  and they would activate her line.  So I took her a phone.  She called me on her cell and told me she was going to have to buy a new phone because that one was not working.  She couldn't get a dial tone.  I went over last night.  No dial tone.  So I called the number she had been given.  I was told it was a non-working number.  Today she called Verizon.  There was no record of her ordering the phone.  No record of the number she had been given.  So she set up a new order and someone is supposed to be out next week to activate the line.  As I said before, Verizon sucks.  No apology.  Nothing.