Yep I think thats the worst part of it, the lying and deceit. Sure the guy would have been pissed if they had just owned up to breaking them but I guaranteed he'd have been a ton happier to know about it up front instead of sending it back and forth to jena labs multiple times. I like how the letter they sent the guy talks about how it should have cost $4k total, sure, thats why you only charged the guy $1k cause they knew they fucked up and were hoping to not get caught on it.