We apologize for any frustrations this shipment has caused the customer. Our customer service agent assisted the customer in filing a claim with his gap protection plan, however, the necessary claim documentation was not complete, making the claim invalid. Because the gap coverage was provided by a separate company, we were unable to provide further assistance in this matter. The customer was offered a discount, but refused it. Though we feel that our agent provided the best assistance possible, we do understand how this situation is frustrating to the customer.