“Although the gentleman who came to fit the glass was very nice I had to wait ten days to have the first windscreen fitted and then another two days to fit the second . Unfortunately the first screen shattered when he was trying to fit it . He was on time and did his job professionally.”
“It kind of depends on what part of the service we are reviewing. If we are talking about the booking service then their communication skills need to be improved. They are short of staff to come and do the repairs and so they are having to drive across the country each day to do the repairs. The team who do the bookings really should understand who is already booked and not agree to things which they can't agree to. Right up until the night before things can change.
However the gentleman who came out to repair my window was very professional, friendly. The job was done well and he was able to explain about their routes, which really the booking staff should have.
It's much more convenient to go to a garage and get the glass fixed and go through insurance however our insurance is connected and so we had to wait quite a while before the chip in our windscreen was resolved.”
“Firstly, let me say that the man that actually repaired my windscreen was amazing. He phone me when he was on his way, he talked me through the whole process and was careful with my car.
My issue is with the process for getting the repair. First I tried the website but I was in a town about 30 miles from my home and wanted the repair done there and couldn't see a way to book this before paying any money. I just assumed that I could go into a repairer you recommend and get it sorted. How wrong was I?
Next I tried calling and explained to your team member about my screen. Then he said I needed to pay before he could book anything. I reluctantly paid and he sent me a link. It was after clicking the link that I found I would have to wait 3 days just for someone to call me to even book a date.
After 4 days, I called again and after being transferred to 2 different people, was told it would be almost a week until they could book me in. So I had to drive around for over a week, worrying about my windscreen getting worse and needing to get the whole screen replaced instead of just a repair.
Why can't you just use local windscreen repair companies like every other insurance company?
If this is how you deal with a simple windscreen chip, I dread to think how you would deal with something more serious.
Anyway, after such a poor experience, I doubt that I will be renewing my insurance with your company and will be telling everyone I know to avoid you as well.”
“The man who came to repair my windscreen was a really nice guy and arrived at the time he said. The only thing I wasn’t happy with was the choice of appointments, there was only the following week and then three weeks after that. By the time it came around to my appointment the chip turned into two cracks!”
“First appointment didn’t work due to company running late, the knock on effect of previous customers that day. They came the next day instead and travelled to my place of work so that I didn’t have to take time off. Good overall service.”
“fitter phoned ahead of arrival
started straight away explained what not to do after replacement
covered with awning from side of van because of rain all completed in 1hr
fitter very efficient/experienced”
“Excellent service, arrived on time, talked me through the process, advised on aftercare once the new windscreen was fitted.
Extremely knowledgeable and professional.”
“Excellent service from the lovely,polite gentleman who did my replacement. Unfortunately I didn't get his name. He went above and beyond normal standard practice. A credit to the company. My only grievance is the time it took to get to the repair stage, but this is an issue I will be taking up with the broker.”
“Got a crack in my screen, BMW X3 M Sport. One Call did a fabulous job installing a new one. Arrived at my house exactly on time, the fitter was a great chap and the whole job was done with great efficiency. Top marks.”
“I received 5 reminders - 2 were phone calls - checking I would be in, with good access to my car, and more check-in details. It was confirmed to me I would receive a message/call about 1 hour before arrival on the day. I was booked in for a morning fit from 0800 - 1300 hours.
I waited for the call, missing out on an invite mid-morning to a lunchtime arrangement. At lunchtime I was asked to cover for someone for the afternoon school run from 1400 hours. You'll understand I had to turn down both these requests as I was expecting One Call Glass to arrive to repair my windscreen, and was still waiting for a call from One Call Glass.
At 1234 hours I decided to phone One Call Glass. I was kept waiting a long time as your colleague was very helpful and apologetic that I had NOT received a call and was never going to as I was informed that early that morning the fitter was not able to collect the windscreen for my car as it had been inexplicably returned by the company who were holding it. The fitter obviously was not going to turn up to fit my windscreen therefore. I appreciate these mistakes (by One Call Glass) do happen BUT why did the fitter not call me to let me know? He was going to call me with an arrival time anyway, so surely he should have the sense to phone and apologise. I let several people down that day when I could have been there for ALL of them, but I was stuck at home waiting for One Call Glass to arrive when it was never going to happen. Considering how often you check my availability, this poor service error is unacceptable, and I request some compensation to show that your apology means something.”
