AUTOGLASS guarantee seems a con

OVOcomputersaysno

Woke up to stress cracked windscreen following a frost night ( only minus one ) . checked for damage but no chips at all just a stress crack from side . contacted warranty customer service by website (they guarantee to replace any  windscreen f.o.c. they fitted if still current owner ; I am and they've fitted two that I paid for through insurer ) stating this was not accident or damage by object hitting windscreen . they have ignored me and so filled in their online complaint form saying the same thing : they've ignored me again .  unlike most reputable companies the online form (in which my email is taken ) does not generate a confirmation email  . this leads me to believe its a service in all but name and is deliberately setup to frustrate the customer in paying a third party for what would be a legitimate claim . the only good news is that I always screenshoot online forms as proof of sending . has anyone else had this shoddy service from auto glass?

elsien

Can you quote the terms and conditions around the free of charge replacement? I’m struggling to find them on the website.

Have they not replied or have they turned down your claim?
if it’s been eight weeks, you can go to the financial services ombudsman. 

Car_54

elsien said:

Can you quote the terms and conditions around the free of charge replacement? I’m struggling to find them on the website.

if it’s been eight weeks, you can go to the financial services ombudsman. 

Has the Financial Services Ombudsman branched out  into regulating windscreen companies?

elsien

Wrong way round.  Financial Ombudsman Service 

https://www.autoglass.co.uk/contact-us/make-a-complaint/

DullGreyGuy

elsien said:

Wrong way round.  Financial Ombudsman Service 

https://www.autoglass.co.uk/contact-us/make-a-complaint/

They cover financial services companies, not glass repairers. A FOS complaint would only be available if its in relation to a glass claim on insurance and not for work done privately and unlikely on subsequent warranties/guarantees

sheramber

elsien said:

Can you quote the terms and conditions around the free of charge replacement? I’m struggling to find them on the website.

Have they not replied or have they turned down your claim?
if it’s been eight weeks, you can go to the financial services ombudsman. 

https://www.autoglass.co.uk/glass-repair-and-replacement/windscreen-repair/our-quality-guarantee/

OVOcomputersaysno

Elsien thanks  .  as you rightly point out I had the works completed by auto glass through my insurance twice ! and therefore their own terms allows me to claim and because linked to insurance claim I will go to ombudsman in 8 weeks . I have an independent  report and visual evidence and email evidence but I think Autoglass just signed up to warranty to drum up extra business as they clearly have no intention of contacting a warranty claim customer . likely that's what the ombudsman is for as they will find out . 

Nobbie1967

OVOcomputersaysno said:

Elsien thanks  .  as you rightly point out I had the works completed by auto glass through my insurance twice ! and therefore their own terms allows me to claim and because linked to insurance claim I will go to ombudsman in 8 weeks . I have an independent  report and visual evidence and email evidence but I think Autoglass just signed up to warranty to drum up extra business as they clearly have no intention of contacting a warranty claim customer . likely that's what the ombudsman is for as they will find out . 

Please update us on how this goes. I had a similar issue with a cracked windscreen where the crack started at the edge, but didn’t pursue at the time.

OVOcomputersaysno

Nobbie1967 said:

OVOcomputersaysno said:

Elsien thanks  .  as you rightly point out I had the works completed by auto glass through my insurance twice ! and therefore their own terms allows me to claim and because linked to insurance claim I will go to ombudsman in 8 weeks . I have an independent  report and visual evidence and email evidence but I think Autoglass just signed up to warranty to drum up extra business as they clearly have no intention of contacting a warranty claim customer . likely that's what the ombudsman is for as they will find out . 

Please update us on how this goes. I had a similar issue with a cracked windscreen where the crack started at the edge, but didn’t pursue at the time.

received full excess refund as auto glass admitted  by not contacting me for inspection for 3 weeks ( van un-usable until windscreen replaced so had to arrange through existing insurer ) and then taking a further 7 weeks to resolve ,that this fell below the standards set-out on their website