Autoglass frustration

Bogmyrtle

I have absolutely no confidence in Autoglasss. My windscreen and drivers window were vandalised. When I phoned my insurance company the phone line diverts the calls to Autoglass. The call is answered, details are given and then I'm told the next available appointment is ten days time. I go ahead and book this (and arrange payment of the £75 excess) believing there is no other option. When I came off the phone and think about it I get really angry with the situation. The windscreen damage is directly in my line of vision and therefore not safe. I try to phone back. After 25 minutes my call is answered by a female who tells me that windscreens are not a priority but if the damage had been to the back window it would be dealt with quicker. I pointed out how ridiculous that statement was and she just agreed but said they were busy and I wouldn't get an earlier appointment.

Cue call to insurance company who now tell me that there are two other companies they use. I phone one which turns out to be local and yes they can do the job tomorrow. Meanwhile Autoglass are not responding to my e-mails requesting confirmation that the excess will not be charged to my credit card.:mad:

The moral of this time consuming tale is if you need to use your insurance company for windscreen damage, don't just accept the call diversion to Autoglass, speak to someone and get the full list of companies they use.

Strider590

Mine went through Autoglass, no problems, sorted next day.....

Only gripe is the quality of the replacement, 2 stone chips within 1 week. Chips which would have just bounced off the original screen.

DUTR

Depending on the car and glass type they may not have it in stock.
My MK5 Golf had blue glass, so I had to wait a few days for them to obtain the correct glass.
There must be a reason for the delay on yours either glass type vehicle or location.

vikingaero

Autoglass have had a big cull of branches to cut costs. They are effectively a mobile operation with sporadic depots.

Customer service has taken a nosedive. I recently booked my car online for a new windscreen and the system is crap. Appointments made that are cancelled later. To be honest if it weren't for the fact that I was using them as my Insurers approved repairer I would have gone elsewhere.

captainawsome

I had my drivers window smashed on a Ford Focus a few years back now. It was a Saturday night so Sunday morning when I noticed it, needing my car back and it being winter I phoned autoglass hoping for an "emergency" type service from them to come and replace that glass. They kindly quoted me £370 if I took it to there depo the next day! The girl on the phone sounded almost shocked when I politely refused, I got a genuine ford drop glass the next day for £60 and fitted it in 30 mins including hoovering all the glass out of the door. No wonder they're having to make cut backs.

muckybutt

I've had three dealings with Autoglass all of which have been bad ones.
First replacement screen was installed incorrectly and cracked within the day.
Another car windscreen replacement they dropped the screen on the bonnet of the car smashing it and denting the bonnet and actually denied they had dented the bonnet !
Had a chip repair that was proud of the screen and fell out a month later.

Have since used a local windscreen chap and have been more than impressed with his service.... Autoglass are !!!!!! !

teffers

My experience of Autoglass was also shocking a good few years ago, seems like it's got worse.

Two nearside door windows smashed during the night. Friday morning I call them. Where I lived it was on street parking and my house was a good 100 metres away so it was a nightmare. They said they would be round within a few hours. About 5 hours later I called them and they just said, well bring it in to the depot - brought it in and they fixed it but it took another 4 hours.

This for a bog standard Rover 214.

Previous to that I've had them try and !!!!!!!! me saying a chip would need a full windscreen replacement ... this strangely changed into a repair when I refused.

Hintza

I now phone local glass companies and ask if they cover my insurer.

Anything to avoid Autoglass

Londoner_1

Had a chip on my mondeo windscreen back in 2010, took it to autoglass who said they will have ago repairing , if it proves difficult then whole screen will need changing, the mondeo has a heating element as well.

They tried but said whole screen needs changing which they did, no further problems reported, element also worked and no leaks.

vikingaero

Today was D-Day with Autoglass.

I originally booked an appointment with Tonbridge branch. Got a call back to say they cancelled it and rebooked me in at Crayford for 0800. Got a text yesterday to remind me to be at Crayford for 0833?!?!

Left early to miss the A2 traffic into London and arrived at Crayford in good time. The manager was surprised to see me and spent a while checking the computers to tell me that my work had been allocated to a technician at Rochester! He called Rochester to tell them I was on my way which took a while because of Londonbound traffic on the A2 snarling up the town roads.

Got to Rochester and it's a sausage factory which a huge marquee set up to handle 8 cars at once. The roads on the industrial estate were jammed with new Autoglass vans awaiting the closure of Rochester branch. Repair took 2 hours and seems OK.

So instead of driving 16 miles to Rochester, I had a 70 mile round trip. How the hell Autoglass got a DNV ISO 9001 Quality Accreditation is beyond me...

GJ_WRX

To be fair to them, I called my company insurer a few months ago and autoglass were out within a few hours. They repaired it, although to be fair I don't think it was a great job and waiting for it to crack!