problem with autoglass.. advice please.

saad

Hi

My car windscreen was replaced by autoglass under insurance cover, I paid £75.
While replacing the windscreen the guy broke the rain sensor, upon finding out I contacted the autoglass and I was told to drive to their reading branch. There I was told that I have to contact the branch who replaced the windscreen in High Wycombe.

Upon one missed appointed they sent a technician to put new rain sensor, while replacing it, technician broke curtsey lights, and car fuse go off due to that. Then he opened the fuse compartment and while opening that he pull it so hard that the clip which holds it with dash board took whole chunk off the dashboard with it, damaging it badly.

Now dilemma is that I was told that it will be fix on Monday, (work was carried out on Saturday) on Monday branch said they can't do it on Monday, so I said come on Saturday, on Saturday upon calling them they said work is being done in our records on Thursday, and when I said it’s not possible, branch said we have no more information, and they technician who was assigned the task is off sick so they cannot confirm.

I called head office and formally complained about whole thing, the guy took all notes and told me that I will be contacted on Monday to fix this problem.

Monday gone, nothing from autoglass.

I am so upset about this and don't know what to do now, as they are not taking this matter seriously. I would really appreciate if someone can advise me where to go from here?

Sorry for the long post and thanks in advance for your advice.

Saad

goldspanners

have you told your insurance company about this yet? i would be asking them to try and help out.

gingerdad

I can't help with your problem, but feel your pain as having to use autoglass via my insurance and i can't even get an appointmnet for a week and a half. how some of these national companies can make the claims they do i'll never know

24/365 service for the call centre
online booking - well online request a time to be told that's not how you book the appointment.

all i want is a new windscreen in a van... that simple... and as for the problems your having i wish you luck, but going an autoglass current form i'd quiet whilst the car is still running.

other greats with me and autoglass is - van broken into in a hospital car park - we can get to you wednesday (this was sunday afternoon).

Made an appointment for a repair before christmas for after chirstmas (We shut down) and they phone at 5.30 pm leave a message the night before saying they can't make the time slot (though two vans then turn up)

but every time i speak to the isurance they say to get the excess on the policy we have to use these muppets........ ahhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh

dacouch

Your Insurers are responsible for the actions of their sub contractor (Autoglass) so if you have no luck with Autoglass get your Insurer involved

saad

dacouch wrote: »

Your Insurers are responsible for the actions of their sub contractor (Autoglass) so if you have no luck with Autoglass get your Insurer involved

Spoke to my insurer,, they said they cannot do anything here, as they only recommend them, apart from they have some financial agreement with autoglass, they don't deal with them.

So I have to go to autoglass directly. Yet they wish me a good luck with this..............

Shall I involve financial ombudsman and trading standards?

dacouch

When you say they recommended them, did you ring the Insurers claims tele number and then they put you onto Autoglass (Which is the normal way these things happen)?

If so then the Insurer is responsible for their actions.

Have a read of this from the Ombudsman (It relates to Home Insurance but the principles are the same)

Where insurers opt for repair, we consider they have a duty to explain the implications of any choices made by either party. If the repairer is chosen by the insurer – or its agents (such as loss adjusters) – then it is normally the insurer who will be liable to make good any deficiencies in the repair.

Where a policyholder insists on a particular repairer carrying out the work, then it is the policyholder who will generally be responsible for the quality of the work. This does not mean that every repairer who has provided a claimant with an estimate will be regarded as the claimant’s chosen contractor. We have considered complaints where the insurer told the policyholder to obtain estimates and the policyholder sought the loss adjuster’s assistance in doing so. In these circumstances, we have concluded that the insurer, rather than the policyholder, was liable for the repairer’s shortcomings.

Even if the policyholder chose the repairer entirely independently, the insurer will be responsible for rectifying deficiencies in the work if it or its agents ‘controlled’ the repairer, for example by requiring the repairer to cut his costs or to use certain materials or parts. In those circumstances, the repairer can no longer be regarded as the policyholder’s agent."

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/10/oct-repair-replace-cash.htm

saad

In my insurance documents says that if I use their approved (Autoglass) for windscreen replacement I will pay £75 excess and rest insurance will cover. So I called them to know whether this will be considered claim, they said if I go to Autoglass no it wont. And if I use my own repairer, I have to pay £150 excess and that might considered claim. So apparently they forced me to use Autoglass.