Auto-Perfect don't have card facilities

Outsurance took my father in law's car to Auto-Perfect for repairs. When the car was ready and excess had to be paid Auto-Perfect couldn't take payment as their car facility was out of order and refused to release the car since payment was not received. Surely it is Auto-Perfect's responsibility to ensure that they are able to receive payments. If they can't they must release the vehicle, rather the manager was just rude and refused to assist even though the problem is on their side