Autoglass six attempts to fix a damaged screen and counting.

morrisoscar

After having a stone damage the windscreen on my 2009 mini I contacted autoglass who are the approved repairer for direct line my insurance company. To cut a long story short they have been appalling, so far they have had to replace the rubber surrounds three times due to them coming away, replace the screen twice in order to replace the rubber seals, totaly missed one appointment to replace the screen rubber and damaged the edge of a screen fitting it so it cracked a few days later while the car was sat on the drive. Last week they sent a fitter to replace the cracked screen but only sent him with a new rubber. I have spoken to direct line who just pass my "concerns" on to autoglass. The car has been sat in the garage unusable for a week and still no appointment for a seventh attempt to fix. Not sure what to do next!

Sandtree

Whilst DL may outsource glass claims to Autoglass, as about 2/3rds of insurers do, they are still the ones on the hook for the standard of service given. Ultimately register your complaint with DL.

[Deleted User]

delete 123 

AdrianC

Tell them you want it replacing by somebody else.

[Deleted User]

AdrianC said:

Tell them you want it replacing by somebody else.

I had a similar problem with Direct Line almost 20 years ago with a Ford Focus - (heated screen) eventually I had the windscreen replaced by Ford Main dealers at zero cost to myself, paid for by Direct Line (with no loss of NCD)

Sandtree

Deleted_User said:

AdrianC said:

Tell them you want it replacing by somebody else.

I had a similar problem with Direct Line almost 20 years ago with a Ford Focus - (heated screen) eventually I had the windscreen replaced by Ford Main dealers at zero cost to myself, paid for by Direct Line (with no loss of NCD)

Remember 15 years ago when someone claimed for a windscreen in their classic/old Ferrari and refused to allow the glass chap to fit it because it came out without some Ferrari film or etching or something. Chap explained it was the same screen and was the only new one available but the policyholder refused. So the chap said to note the serial number on it. 

We contacted Ferarri, no screens available at the moment, customer said they'd wait. So 3 weeks later customer calls back saying they've changed their mind and they'd take the screen but had to point out that the screen was no longer available as it had been sent to Italy. 

After about another month, and many more chaser phone calls, Ferrari said the screen was ready for fitting. So same bloke comes to fit the screen... points out its the identical screen by the serial number, peals off the ferrari film and fits the windscreen 2 months after his first visit.

greyteam1959

I had a similar situation a few years ago.
Took 4 visits & 4 windscreens before Autoglass got the job right on my vehicle.
Had to call my insurance company up on an unrelated matter a few months later & found out that 4 claims for the same windscreen job had been made by Autoglass !!
Just a heads up.

morrisoscar

Thanks for all the replies, spoken to DL today, they said autoglass had to deal with it. I told them I wish to raise a formal complaint, refuse to deal with autoglass anymore as six failed attempts is more than enough. Explained the car is off the road and has been for over a week as it is illegal to drive it in it's current condition according to autoglass and yet autoglass now want me to drive over 20 miles to their depot for a seventh attempt to repair it.
Told DL I will have the main dealer collect  and repair the car then seek the costs from them if they did not take responsibly as the insurance provider. Apparently a manager from DL is going to contact me to find a resolution.

morrisoscar

Direct Line rang today to say they will contact me tomorrow with their findings. I pointed out that the car is still in my garage unusable and has been for over a week. They do seem to make hard work of things.

Supersonos

morrisoscar said:

They do seem to make hard work of things.

And did you choose them because of their excellent customer service?  Or because they gave you a nice, cheap quote?

You get what you pay for.

Biggus_Dickus

Supersonos said:

morrisoscar said:

They do seem to make hard work of things.

And did you choose them because of their excellent customer service?  Or because they gave you a nice, cheap quote?

You get what you pay for.

Genuine question, but which insurance company would have handled this situation differently?;...fortunately I’ve never needed a windscreen replacement but for the OP having their car out of action for so long, and for such a routine task, is appalling.