********* and Devious

My insurance company instructed me to book my vehicle in at Renew-It Sandton for repairs for minor hail damage. After more than three weeks of frustration due to unanswered calls, unanswered text messages, and unanswered emails, my vehicle was finally ready for collection. After paying the excess and signing the necessary documentation, I get to my vehicle just to discover that the windscreen has been badly cracked. "Not our problem", they say. "There must've been a chip in the windscreen when you dropped it off, which cracked during the baking process." How devious and underhanded is it to wait for me to discover the smashed windscreen (I had an independent assessment done stating that there's no way the damage is from a chip)...to not say a word while I'm paying the excess and signing the release form? Is there no decency or courtesy left in the service industry?