Myway we are not begging, we ask for service we pay for

After I sent the review last week, I recieved a message that was promising a response and a better treatment since it was clear that they were abusing us by imposing a nonsensical decision on us. We then recieved a message to say they stick to thier decision that they will pay for fixing the dent that cuased a leak but not the damages that caused by the water from the leak. They asked us to return the courtesy car because it is due and the matter will be forwarded to thier dispute resolution desk which they do not know how long it is gonna take. In this process I think it is a requirement that if they lodge the complaint to thier dispute resolution desk they must copy us the documents they forwarded to that office but to our surprise there were missing documents. Remember they initially sent us a report that said the car was a write off(this was not included in the docs forwarded), then they sent us an email that said they will pay to fix the dent only not the damages caused by the water. We then sent those documents to this office. We have realized that this process may take up to 3 months therefore we also go the ombudsman route and we will explore the legal route aswell.