I am looking at your post you say for a few weeks the hoist worked , so I am assuming at the time of installation the installer tested, checked and signed of the hoist as working correctly ? If that is the case there is nothing wrong with the vehicle or the hoist, it has either been incorrectly installed or just merely requires some adjustment ? My theory the installer has forgotten to torque all the fittings up ? However it’s not working as it should and causing damage, I’m sure Ellen don’t need this disruption in her life.. They should be sorting this out with priority in my opinion.. Best of luck with it Ellen as stated please post any updates..
You will probably find the Installer know exactly what has gone wrong, but does not want to pay for the damaged caused, and I agree Motability needs to sort this one out promptly.
Unfortunately I have suffered a brain injury and occasionally I get confused and often say the wrong thing.