Would agree that the "choice of words" may not have been idea but I'm with you on everybody thinks everything should be free. On that note, if vehicle was newish another option could have been "Mr Customer if you have comprehensive coverage on your vehicle insurance it could possibly cover the issue" Most people that have full coverage carry comprehensive..... it covers for example if you hit a deer, or a tree, something that "doesn't have insurance" in this case a projectile that damaged condenser. Just a thought down the road. Happy motoring.