Poor service

Kindly advise on this claim, The client is complaining that his vehicle was hit by hail while under your watch in your premises and you are refusing to give him a courtesy car because he will be using it for business. Please note he is using the vehicle that was hit by hail under your watch for business. Kindly advise what your policy and procedure is concerning a vehicle that was hit by hail under your watch, so the client can get clarity and we can also let the insurance know the way forward because the query has been going on for so long now since last year. 20 July 2023 Thank you as I await your response.