K & B Auto Glass Works

[redacted]:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have used K & B Auto Glass Works in the past for windshield replacement and was satisfied with their work. Recently a new windshield was necessary on my 2007 Toyota Corolla. I called on a Wed afternoon and they were able to replace the glass the very next day. Prompt service, pleasant and professional. The technician that did the replacement glass was: Matt L[redacted]. He was prompt and efficient in his work, professional, informative on after care. I will use K & B for future glass replacement when necessary.

We had Anthony come to our office today to repair a windshield. Not only was he on time, polite, he also took a look at all the employees cars and was very respectful and honest with what their best options were. We all appreciated him and we all took cards to make sure we use K & B Auto Glass Works whenever we are in need again. Thank you!!

To my recollection, I first met Mr [redacted] in December of 2013 at the [redacted] store in Chandler AZ.  The day we met I approached Mr [redacted] on the service drive after noticing that he had a very large (more than 1') crack in his front windshield.  We called into [redacted] to file a...

claim against his car insurance for a windshield replacement and discovered that he didnt have the appropriate coverage on his policy to replace the glass without a deductible. I provided Mr [redacted] with a quote on replacing the glass out of pocket and advised him that he should add the coverage to his policy to avoid future out of pocket glass expenses.  

After years of working for K and B, I am aware that [redacted] offers two different coverages that assist with windshield glass replacement. The coverages are a "safety glass waiver" and "mechanical breakdown insurance" and I regularly tell customers to add one of these two coverages to cover glass replacements. It is also common for me to offer to waive small portions of a deductible ($50 max) as a courtesy to the customer for allowing K and B to service their vehicle in the hopes of building a repeat customer base. I have no doubts that I explained the coverage options to Mr [redacted] and that is where he has secured much of his information in regards to the coverage options. 

I believe it was early March that I had been contacted a second time by Mr [redacted]. He explained to me that he had the coverage on his policy to cover replacement glass and that he was in need of a windshield replacement. I was given the impression that the glass had already been replaced and was in need of a second replacement.  At this point, Mr [redacted] had not told me who had done the replacement. 

We called [redacted] and were told that Mr [redacted] did NOT have the coverage to replace the glass.  As Mr [redacted] stated I was extremely surprised to hear that the policy had "mechanical breakdown" but that the glass would not be covered.  The representative from [redacted] explained that the reasoning was due to the manor in which Mr [redacted]s policy was written. He explained the had (a little confusion in here be cause I can't recall the exact terms) a policy that was written through [redacted] indemnity(?) and that when the policies are written through them they do not cover glass as part of mechanical breakdown.  I  asked the representative to process the claim anyways so that I could follow up with them to verify the information. I called back and spoke to a second person that still told me that the coverage would NOT cover replacing the glass but that the claim was in the hands of an adjuster. 

The exact timetable of calls with [redacted] and their claims people and adjusters may be a bit off because most claims I handle do not require the amount of attention as this one and I only took basic notes. At this point, I was doing due diligence in following up with [redacted] and seeing the claim through completion whether it was approved or denied. 

I left message for the adjuster and she called me back and we played phone tag a few times. I was able to get Mr [redacted] on the line and it was at this time that he explained that K and B had actually done the replacement for the first windshield and provided a date of service and cash as a method of payment. We reached out to the adjuster together and she explained that she was still investigating the coverage but that she would need a copy of an invoice faxed to her.  I did tell the adjuster that we should have an invoice for the service and notation of payment on the invoice that we could send over if we had , in fact, done the service.  I believed Mr [redacted] as he was very adamant that K and B had replaced the windshield. He had actually backed me into a corner on the phone with the claims agent giving her the impression that I knew for sure that the service had been completed when in all actuality I had no idea. At this point I had no reason to not believe Mr [redacted].

After disconnecting with the claims agent I did not follow up with her or my shop that day. I ended up back on the phone with her the next day (maybe 2) and explained that I still had yet to reach out to the shop to even check for an invoice. At this point, the claim had been taking up way more time than any other claim I have ever handled while working for K and B and I wanted to finalize whatever needed to be done.  I asked the adjuster if we even had an invoice if it would even matter. Clearly, if the coverage wasn't there I wasn't going to even need to submit a copy of an invoice (which I still believed we had serviced according to the word of Mr [redacted]). The adjuster was still unaware and I disconnected and reached out to my shop to secure an invoice.  It was only at this point did I find that we had NOT replaced the windshield on the date that Mr [redacted] gave me, or at any other time. 

I had a full discussion with my office manager, [redacted], and explained how Mr [redacted] had backed me into a corner on the phone with [redacted] and its representatives and made me appear like I was being dishonest.  I explained to [redacted] that I didn't want to help him anymore and hoped that if I didn't contact him he would realize I didn't want to service the vehicle or partake in any fraudulent claim to [redacted]. 

 I did receive two separate voicemails from Mr [redacted]. In both of those voicemails, Mr [redacted] left vague information and seemed as if he knew that I didn't want to assist him but was being extremely nice in order to possibly convince me to help him.  I did not return Mr [redacted]s phone calls because I figured that we would end up in a verbal argument upon disclosure of the discovery of the facts. At this point it was clear to me that  Mr [redacted] was attempting to commit fraud and it angered me that he involved me in the act.  I figured that he would reach out to my office and once they told him they wouldn't assist him then the entire issue would be over.  I did warn the office of the possibility of the incoming call from Mr [redacted]. 

I did receive a phone call from [redacted] in which he explained that Mr [redacted] had contacted the office to ask them for a copy of the invoice. [redacted], did oblige Mr [redacted] and checked into the possibility of having done the job even though he already knew we didn't perform the service.  He explained to Mr [redacted] that there was no record of ever performing the service to which Mr [redacted] replied that we should "make him one" and that I said we were going make him a "fake one".  [redacted] explained to Mr [redacted] that generating a "fake" invoice is considered fraud and that K and B would not participate in the act.  I, again, assumed that we had heard the last of Mr. [redacted] after this call.

Mr [redacted] still called me again the next day and this time did not leave a message when I did not answer his call. He reached back out to the office and attempted to convince [redacted] that it was my fault that [redacted] was not processing his claim and that K and B (specifically, myself) should be responsible for the cost of replacing his windshield. He demanded that I be reprimanded and even said that I should lose my job over the entire incident.  I do not know if he requested to speak with any of the owners as that information was never passed on to me.  [redacted] was clear in saying that Mr [redacted] had threatened to seek out the [redacted] in order to negatively affect K and B in the marketplace.

After getting of the phone with [redacted] I called Mr [redacted]. I was very upset at the fact that he continued to try and push me into replacing a windshield on his vehicle even after it was clear that I had no desire to work with him. I will admit that I did speak over Mr [redacted] when he attempted to interrupt my statement in order to finish what I was saying. I never cursed at Mr [redacted]  or did any yelling. I called for the sole purpose of making it very clear that I would not be assisting him any further and that I did not want him to reach out to me any more.  I was very firm in stating the fact that I believed Mr [redacted] was trying to commit fraud and that I wanted no part of it.  I 

In the approximately 2 minutes that I spoke I said 

* his coverage related issues and that he had to pay out of pocket was not my fault

* I wouldn't help him any more

* I would be explaining the entire circumstance to the owners and recommend to them that we do not service Mr [redacted]s vehicle at anytime whether the service be performed through insurance or cash

* I couldn't believe that he would try and get me to commit fraud and demand my job because I wouldn't assist him with it

* I had kept the office in the loop from the discovery of the fact that we never did service on his vehicle 

* I was also going to reach out to [redacted] and let them know that we had no desire to work on his open claim and bring to light the facts of why

* I didn't want him to contact me again and I wouldn't be contacting him again

I did hear Mr [redacted] begin to respond to which I said there was nothing left to talk about and to have a good day and hung up the phone.  I did not want the call to escalate into an argument and I had no desire to hear anything he had to say.  

I did reach out to [redacted] and left message for the claims adjuster to call me back and I never received a returned call. The next day I reached back out to [redacted] and spoke with another rep that took notes as to why we wanted to be removed from the claim as a servicing shop. I explained that either Mr [redacted] was extremely confused or that he was blatantly attempting to commit fraud. In either circumstance that K and B would not be servicing Mr [redacted]s vehicle. When asked about likelihood  of him being confused I stated that I believed that Mr [redacted] knew what he was doing and that it was evident when he asked for a "fake" invoice. I specifically told the representative that K and B had never completed any service for Mr [redacted] on this claim or at a previous time and that he intentionally sought to deceive both [redacted] and K and B.  I did ask for a return call from the adjuster but never received one. 

That was the last I have ever heard of the issue until now.

Mr [redacted] stresses the entire time that it was me that guided him in attempting fraud and acts as if he is completely innocent. I believe Mr [redacted] has intentionally set up the entire scenario and when the insurance wouldn't pay for his window he is looking to not only force K and B into replacing it but also is requesting money for the fraud he tried to commit. Even if someone were to believe all of what he is saying he is clearly admitting to committing fraud and demanding money for defamation because the fraud was discovered and brought to light. At no time did I knowingly commit or partake in any fraud. I actually feel that I was doing Mr [redacted] a huge favor just by trying to let the whole thing go away rather than reporting the issue to [redacted]. It was only when he escalated the issue by demanding my job and a free windshield that I contacted [redacted].  As for me stating that I would fax over documents I did so under the premise that he was giving me good information and being forthright.  After he provided me dates and payment methods I did tell the adjuster that I would fax over the information as soon as I located it, which I clearly couldn't do.  Because I work at a remote location from my office I do not have immediate access to the information on the computers. We were already on a three way call and there would have been no way for me to add a fourth call for my cell phone to verify all the information. 

Mr [redacted] clearly admits to lying to [redacted] and attempting to have them cover the costs of damage for his vehicle; that is clearly fraud. He claims that he only told them that he replaced it at my suggestion.  He blatantly requested [redacted] to make him a "fake" invoice and send it to [redacted]. At this point I believe it's extremely clear that he is seeking out ways to replace the window and now even make $1000 off of the entire circumstance. There can be no defamation when he admitted to lying and the only persons that were notified were his insurance company representatives.   It is my job to provide information to an insurance company regarding a claim that K and B is associated with. In this case, I had no option but to clearly identify why we did not want to work with Mr [redacted].

I have used K & B Auto Glass Works in the past for windshield replacement and was satisfied with their work. Recently a new windshield was necessary on my 2007 Toyota Corolla. I called on a Wed afternoon and they were able to replace the glass the very next day. Prompt service, pleasant and professional. The technician that did the replacement glass was: Matt L[redacted]. He was prompt and efficient in his work, professional, informative on after care. I will use K & B for future glass replacement when necessary.

We had Anthony come to our office today to repair a windshield. Not only was he on time, polite, he also took a look at all the employees cars and was very respectful and honest with what their best options were. We all appreciated him and we all took cards to make sure we use K & B Auto Glass Works whenever we are in need again. Thank you!!

Review: Mr. [redacted] advised me what to do and say regarding my windshield replacement claim and when it came down to following through, he denied telling me anything anything of the sense and proceeded that he would notify my insurance company that I forced him into to committing Insurance Fraud.

I will try to make this short and only speak on the key points.

Everything started in early March when I had a rock fly into my windshield and crack it. I immediately called Nissan (lease owner) and was referred to [redacted] at K&B Auto Glass. We called [redacted] to put in the claim and it was at that time, I discovered I did not have window coverage. At that time, we did not finish the claim. I was going on vacation and I asked [redacted] was there any way to lessen the cost of replacement and he advised me to wait a couple of weeks after I return, add Mechanical Breakdown Insurance (MBI), and we would get it taken care of. That would decrease my deductible to $50 and he would waive that fee.

I got back, added MBI, contacted Mr. [redacted] and we proceeded to call [redacted]. After all of that, they still said my windshield would not be covered and Mr. [redacted] was upset over the phone stating that in all his years of glass replacement, he has never seen MBI not cover a windshield. We then disconnected from the [redacted] agent and Mr. [redacted] called me back. At that time, he suggested that I call another [redacted] agent and figure out what was going on because that didn't sound right. Once I completed that, give him a call back and we'll go from there.

I called another [redacted] agent and it was determined that my MBI would cover the replacement, provided I could show proof the previous glass was replaced. I called Mr. [redacted] back and he said he would talk to the adjuster and fax over a receipt/invoice showing that I paid for the previous replacement.

Weeks go by and I hadn't heard any updates yet. So I called Mr. [redacted] and he told me he spoke to the adjust a day ago and faxed over the documents to 2 different fax numbers for [redacted], so we should have everything resolved early next week, and get my windshield. I was ecstatic. I could finally get my car fixed. I want to note that Mr. [redacted] told me prior to sending the fax, he wanted to clear it with his office manager [redacted] just in case [redacted] called in, everyone was on the same page.

So a week goes by and I didn't hear anything from [redacted]. I called him at least 3x and heard no response. I also left voice mails. I figured he was busy so I decided to contact [redacted] myself. I called and they notified me that the adjust did speak with [redacted] and he told her he would fax over a receipt/invoice stating I paid cash for the previous replacement, but she had not received anything.

So I called Mr. [redacted] back to update him and he never answered. For weeks I tried calling every day from my office and cell number; no response from [redacted]. I had my friend call from her phone the next day and Mr. [redacted] answered. It was appear ant to me that he was ignoring my calls. So I proceeded to call the office and speak to the manager.

When I contacted [redacted], he first told me he knew nothing about the invoice or arrangement between Mr. [redacted] and I. But he did tell me that he would speak to [redacted] and figure out what was going on. This was odd to me because [redacted] told me he spoke to [redacted] and they were all in agreement. So [redacted] told me he would contact me back that same day, which he did not. In fact, I had to call him back the next day. He then proceeded to tell me that [redacted] never said any of that and told him I forced him into insurance fraud. I was stunned. I have never committed insurance fraud nor do I even know how to do that. This was my first claim I'd ever made to an insurance, in my life. So I told [redacted] to call [redacted] and listen to the tapes because everything is recorded. [redacted] said he would call me back the next day. [redacted] failed to call me back that day so I called him back the next day.

[redacted] notified me that he listened to the tapes and he heard where the [redacted] agent asked me if my windshield was replaced prior and I said yes. After that, [redacted] said K&B Auto Glass was advised by [redacted] to not have any further contact with me and to cancel the claim. I notified [redacted] that there is a note on my account from the [redacted] agent that states, "Adjuster spoke with [redacted] and [redacted] said he would fax over receipt/invoice showing Mr. [redacted] paid cash for previous replacement". Once I told [redacted] that, he told me he didn't read the notes on the account, just listened to the calls.

[redacted] told me he would look more into it. Coincedentally, after I got off the phone with [redacted], Mr. [redacted] calls me and proceeds to speak his mind. He talked for 2 minutes straight about: how I shot myself in the foot, he tried to help me but I burned my bridges, it's not his fault I didn't have the window coverage and now I'm on my own. He also then went to state that he was going to call [redacted] and notify them I forced him into insurance fraud and that he was going to call the owner of the company and tell him what happened. [redacted] said that him and the owner are good friends outside of work and he would have [redacted]'s back all the way. [redacted] also stated in his rant that [redacted] knew about the entire situation from the beginning. He ended with saying I was on my own and good luck. Then he hung up on me.

I called [redacted] back to voice my disgust and distaste for [redacted]'s professionalism. Never once did I yell, curse, or call anyone out of their name. [redacted] told me that he understood but the only thing he could do was forward everything to the owners. He told me the owners would call me that next Monday, because they were out of town. To this day, I still have not received a phone call from the owners.

I am writing this report because I don't like being lied on, nor do I like being disrespected. It is very unprofessional and disrespectful to hang up on someone, let alone a customer. Time and time again I was told people would call me, but nobody did. I had to call everyone and track them down. That's bad office management. I would have been fine if [redacted] would have returned my calls and told me that he could not assist me anymore. But he failed to do that. He ignored my calls and denied everything, once I contacted his manager. And I especially do not appreciate the fact that Mr. [redacted] told me he was going to call my insurance company and tell them I was forced him into committing insurance fraud.

I end with these thoughts: if I forced [redacted] to commit insurance fraud, why did he tell the adjuster that he would fax documents over, if he knew it was wrong? I did state that my windshield was replaced previously but that was under the direction of [redacted]'s suggestion. Did [redacted] know about the arrangement the entire time? Who was lying to me, [redacted] or [redacted]?

I advise whoever is going to investigate this that you contact [redacted] and listen to the recorded calls and read the notes on my account. They will clearly show what [redacted] did. My claim number is #[redacted].Desired Settlement: I would like to pay for not only my windshield replacement, but the defamation of my character in threatening to call my automobile insurance company notifying that I attempted to commit insurance fraud. This monetary value is equivalent to $1,000.00

I would have filed a claim in Small Claims Court but my adjuster advised me that the only way to obtain those case notes is to have them subpoenaed. I have faith that the owners of this company will make this situation right with me. But I am very comfortable pressing the issue and going to court if needed.

Business

Response:

To my recollection, I first met Mr [redacted] in December of 2013 at the [redacted] store in Chandler AZ. The day we met I approached Mr [redacted] on the service drive after noticing that he had a very large (more than 1') crack in his front windshield. We called into [redacted] to file a claim against his car insurance for a windshield replacement and discovered that he didnt have the appropriate coverage on his policy to replace the glass without a deductible. I provided Mr [redacted] with a quote on replacing the glass out of pocket and advised him that he should add the coverage to his policy to avoid future out of pocket glass expenses.

After years of working for K and B, I am aware that [redacted] offers two different coverages that assist with windshield glass replacement. The coverages are a "safety glass waiver" and "mechanical breakdown insurance" and I regularly tell customers to add one of these two coverages to cover glass replacements. It is also common for me to offer to waive small portions of a deductible ($50 max) as a courtesy to the customer for allowing K and B to service their vehicle in the hopes of building a repeat customer base. I have no doubts that I explained the coverage options to Mr [redacted] and that is where he has secured much of his information in regards to the coverage options.

I believe it was early March that I had been contacted a second time by Mr [redacted]. He explained to me that he had the coverage on his policy to cover replacement glass and that he was in need of a windshield replacement. I was given the impression that the glass had already been replaced and was in need of a second replacement. At this point, Mr [redacted] had not told me who had done the replacement.

We called [redacted] and were told that Mr [redacted] did NOT have the coverage to replace the glass. As Mr [redacted] stated I was extremely surprised to hear that the policy had "mechanical breakdown" but that the glass would not be covered. The representative from [redacted] explained that the reasoning was due to the manor in which Mr [redacted]s policy was written. He explained the had (a little confusion in here be cause I can't recall the exact terms) a policy that was written through [redacted] indemnity(?) and that when the policies are written through them they do not cover glass as part of mechanical breakdown. I asked the representative to process the claim anyways so that I could follow up with them to verify the information. I called back and spoke to a second person that still told me that the coverage would NOT cover replacing the glass but that the claim was in the hands of an adjuster.

The exact timetable of calls with [redacted] and their claims people and adjusters may be a bit off because most claims I handle do not require the amount of attention as this one and I only took basic notes. At this point, I was doing due diligence in following up with [redacted] and seeing the claim through completion whether it was approved or denied.

I left message for the adjuster and she called me back and we played phone tag a few times. I was able to get Mr [redacted] on the line and it was at this time that he explained that K and B had actually done the replacement for the first windshield and provided a date of service and cash as a method of payment. We reached out to the adjuster together and she explained that she was still investigating the coverage but that she would need a copy of an invoice faxed to her. I did tell the adjuster that we should have an invoice for the service and notation of payment on the invoice that we could send over if we had , in fact, done the service. I believed Mr [redacted] as he was very adamant that K and B had replaced the windshield. He had actually backed me into a corner on the phone with the claims agent giving her the impression that I knew for sure that the service had been completed when in all actuality I had no idea. At this point I had no reason to not believe Mr [redacted].

After disconnecting with the claims agent I did not follow up with her or my shop that day. I ended up back on the phone with her the next day (maybe 2) and explained that I still had yet to reach out to the shop to even check for an invoice. At this point, the claim had been taking up way more time than any other claim I have ever handled while working for K and B and I wanted to finalize whatever needed to be done. I asked the adjuster if we even had an invoice if it would even matter. Clearly, if the coverage wasn't there I wasn't going to even need to submit a copy of an invoice (which I still believed we had serviced according to the word of Mr [redacted]). The adjuster was still unaware and I disconnected and reached out to my shop to secure an invoice. It was only at this point did I find that we had NOT replaced the windshield on the date that Mr [redacted] gave me, or at any other time.

I had a full discussion with my office manager, [redacted], and explained how Mr [redacted] had backed me into a corner on the phone with [redacted] and its representatives and made me appear like I was being dishonest. I explained to [redacted] that I didn't want to help him anymore and hoped that if I didn't contact him he would realize I didn't want to service the vehicle or partake in any fraudulent claim to [redacted].

I did receive two separate voicemails from Mr [redacted]. In both of those voicemails, Mr [redacted] left vague information and seemed as if he knew that I didn't want to assist him but was being extremely nice in order to possibly convince me to help him. I did not return Mr [redacted]s phone calls because I figured that we would end up in a verbal argument upon disclosure of the discovery of the facts. At this point it was clear to me that Mr [redacted] was attempting to commit fraud and it angered me that he involved me in the act. I figured that he would reach out to my office and once they told him they wouldn't assist him then the entire issue would be over. I did warn the office of the possibility of the incoming call from Mr [redacted].

I did receive a phone call from [redacted] in which he explained that Mr [redacted] had contacted the office to ask them for a copy of the invoice. [redacted], did oblige Mr [redacted] and checked into the possibility of having done the job even though he already knew we didn't perform the service. He explained to Mr [redacted] that there was no record of ever performing the service to which Mr [redacted] replied that we should "make him one" and that I said we were going make him a "fake one". [redacted] explained to Mr [redacted] that generating a "fake" invoice is considered fraud and that K and B would not participate in the act. I, again, assumed that we had heard the last of Mr. [redacted] after this call.

Mr [redacted] still called me again the next day and this time did not leave a message when I did not answer his call. He reached back out to the office and attempted to convince [redacted] that it was my fault that [redacted] was not processing his claim and that K and B (specifically, myself) should be responsible for the cost of replacing his windshield. He demanded that I be reprimanded and even said that I should lose my job over the entire incident. I do not know if he requested to speak with any of the owners as that information was never passed on to me. [redacted] was clear in saying that Mr [redacted] had threatened to seek out the [redacted] in order to negatively affect K and B in the marketplace.

After getting of the phone with [redacted] I called Mr [redacted]. I was very upset at the fact that he continued to try and push me into replacing a windshield on his vehicle even after it was clear that I had no desire to work with him. I will admit that I did speak over Mr [redacted] when he attempted to interrupt my statement in order to finish what I was saying. I never cursed at Mr [redacted] or did any yelling. I called for the sole purpose of making it very clear that I would not be assisting him any further and that I did not want him to reach out to me any more. I was very firm in stating the fact that I believed Mr [redacted] was trying to commit fraud and that I wanted no part of it. I

In the approximately 2 minutes that I spoke I said

* his coverage related issues and that he had to pay out of pocket was not my fault

* I wouldn't help him any more

* I would be explaining the entire circumstance to the owners and recommend to them that we do not service Mr [redacted]s vehicle at anytime whether the service be performed through insurance or cash

* I couldn't believe that he would try and get me to commit fraud and demand my job because I wouldn't assist him with it

* I had kept the office in the loop from the discovery of the fact that we never did service on his vehicle

* I was also going to reach out to [redacted] and let them know that we had no desire to work on his open claim and bring to light the facts of why

* I didn't want him to contact me again and I wouldn't be contacting him again

I did hear Mr [redacted] begin to respond to which I said there was nothing left to talk about and to have a good day and hung up the phone. I did not want the call to escalate into an argument and I had no desire to hear anything he had to say.

I did reach out to [redacted] and left message for the claims adjuster to call me back and I never received a returned call. The next day I reached back out to [redacted] and spoke with another rep that took notes as to why we wanted to be removed from the claim as a servicing shop. I explained that either Mr [redacted] was extremely confused or that he was blatantly attempting to commit fraud. In either circumstance that K and B would not be servicing Mr [redacted]s vehicle. When asked about likelihood of him being confused I stated that I believed that Mr [redacted] knew what he was doing and that it was evident when he asked for a "fake" invoice. I specifically told the representative that K and B had never completed any service for Mr [redacted] on this claim or at a previous time and that he intentionally sought to deceive both [redacted] and K and B. I did ask for a return call from the adjuster but never received one.

That was the last I have ever heard of the issue until now.

Mr [redacted] stresses the entire time that it was me that guided him in attempting fraud and acts as if he is completely innocent. I believe Mr [redacted] has intentionally set up the entire scenario and when the insurance wouldn't pay for his window he is looking to not only force K and B into replacing it but also is requesting money for the fraud he tried to commit. Even if someone were to believe all of what he is saying he is clearly admitting to committing fraud and demanding money for defamation because the fraud was discovered and brought to light. At no time did I knowingly commit or partake in any fraud. I actually feel that I was doing Mr [redacted] a huge favor just by trying to let the whole thing go away rather than reporting the issue to [redacted]. It was only when he escalated the issue by demanding my job and a free windshield that I contacted [redacted]. As for me stating that I would fax over documents I did so under the premise that he was giving me good information and being forthright. After he provided me dates and payment methods I did tell the adjuster that I would fax over the information as soon as I located it, which I clearly couldn't do. Because I work at a remote location from my office I do not have immediate access to the information on the computers. We were already on a three way call and there would have been no way for me to add a fourth call for my cell phone to verify all the information.

Mr [redacted] clearly admits to lying to [redacted] and attempting to have them cover the costs of damage for his vehicle; that is clearly fraud. He claims that he only told them that he replaced it at my suggestion. He blatantly requested [redacted] to make him a "fake" invoice and send it to [redacted]. At this point I believe it's extremely clear that he is seeking out ways to replace the window and now even make $1000 off of the entire circumstance. There can be no defamation when he admitted to lying and the only persons that were notified were his insurance company representatives. It is my job to provide information to an insurance company regarding a claim that K and B is associated with. In this case, I had no option but to clearly identify why we did not want to work with Mr [redacted].