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As a small family run business we do our best to provide a high level of customer service, and we're very sorry that you feel this has not happened on this occasion. Due to the COVID-19 lockdown for the past few months, not only have we been unable to get prices for the part and the fitting, but we've also been running on reduced staff and hours in order to assist with essential vehicle hire, this has unfortunately had a knock-on effect which has led to the increased time to resolve this issue and the difficulty with communication - for which we do apologise.We only ever keep a deposit when there is an outstanding amount on an account, for example repair costs, unpaid fuel or extra days on the hire, and this is always clearly explained. The vehicle you hired was one of our new Luton Vans, and while they are rated to carry well in excess of 200kg - the wooden cargo rails are designed only to stabilise the cargo, not support the majority of its weight. Now things are getting back to normal, we hope to resolve this for you quickly and will speak to you directly.