Bad service once again

Miway did everything they can to get me to calm down now my car still not done and i want to fetch it they telling me of the excess fee that needs to be paid by me but it was stated in my email that my excess fee needs to be paid upfront in order to have a valid claim so to my understanding as a customer if i dont have the money yet my vehicle will not be worked on .. last week I was told to fetch my car this week when they over the limit with being late to deliver my car they tellme i need to pay the excess in order to get my car after not having my car for nearly 4 months i had to spend money on traveling cost how do i come up with a 13000 now to get my car all of a sudden but the week before they were prepared to give my vehicle without any payment