I have been with LV for years and always found them to be pretty good, and I'm always ready to moan about bad service!I had a circular conversation with LV regarding a possible broken rear screen : they would pay for a new screen but wouldnt cover the cost of a whole roof , I explained that they were an integral unit and would need to be replaced together at circa £4000 , but that stated again they would only pay for the screen . It was impossible to get a proper reply from them .
To be honest in 30 odd years of driving only ever had my daughters car with a # rear screen but I am probably changing companies .
Suggest you talk to a manager and ask them where to take the car to get it reopaired as you suggest. I would push them in a friendly way and I would hope they sort it, alternatively you could threaten to come around with your 'gas and pliers'.... ;-)