lost parts

Hallo

A lady contacted us and says she will not assist us as we refused repair the last time the repair team came out. And she states that they only came out once . She is very rude and does not know how to work with customers . We did refuse the repair because they did not have the part that they stripped from the machine , so how do you want to repair it?? Can you please resolve this matter , you cannot remove parts from my machine loose the parts and then tell me you will not assist me further . Can someone more professional contact me .

Regards Christo