Failure to honour car service

I have just purchased a new car through Liquid Capital and they have been calling me ever since offering related products.It sounded good, until I spoke to my in-laws who are long-standing customers. My in-laws are elderly and retired senior citizens. They took their car in for a service on the 4th November 2020 and were told that the service bis declined because they are a month overdue.They tried to explain that because of their age and other comorbodities they have been unable to bring the car in on time as they were concerned about their health.Their please fell on deaf uncaring ears.I phoned Liquid Capital on their behalf today to try and achieve a suitable outcome, but the consultant ended up telling me if I am not happy with their service I am free to leave.Wow. He was very cold hearted and unsympathetic about my in-laws age and comorbodities risk exposure, to the extent of telling me they are making excuses in his opinion.I asked him to keep his opinion to himself and escalate. The matter to his manager, which he claimed to have done.No defence number was given fornthe call.He called me 15minutes later to say the claim has been declined and his manager (Ms Simili...Phiri) never called as promised after the alleged escalation.My in-laws, old and retired have paid their dues faithfully for years to Liquid Capital, they do not deserve to be treated this way.Were they supposed to risk their health during a national lockdown for a car service? T (the consultant) even told me they are making excuses.I wonder if him and his employer are not making excuses of the lockdown to ***** from the elderly?He failed to prove or confirm to me on the call that Liquid Capital sent any communication whatsoever to my in-laws informing them that any overdue car services will be rejected after a specific time frame has elapsed. This is completely unfair and an unacceptable reap off.