Dropping the ball after initial good service

I can compare your follow up service to a rugby team. You have the best pack of forwards giving 5 star assistance and service to your client and as soon as the pack gives the ball to the back line they drop the ball. So what I am saying your service at the accident scene and after a few rucks and malls and eventual approval the ball have been dropped a few times and now my car rental time is nearly expired and I will probably be without transport for a few days. I know I have to fill the rental before returning it. Peter I would rather fill my car and use my car on a daily basis my claim number is ***