Poor thing. So sorry for your friend. Maybe can ask your friend to talk to Louis directly He is a nice guy, hence tell him her expectations and so on, plan with how how's the reno going to be. Most of my friends advised me that we have to constantly checked with the ID guy on the progress otherwise, they may overlook some stuffs. It's both way responsibility. I'm sure there is some misunderstanding behind it.
I have also signed up with Louis, so far everything is ok. Within a few days, all the floors are hacked and so on. And any request or things we need to know, we drop him an email or sms and he will response. Moreover, most of time we arrange our meet up on Sunday and he is ok with it too.
So in general, i think can ask your friend to talk to him directly and understand where is the problem and most importantly let him know when the house has to be ready so that he can priorise too.