“Whilst I appreciate the technician coming out and extending his working day, the job is not done and the sealant not complete. I have a whooshing sound coming from the bottom of the windscreen, the exact same thing happened last time I had a replacement from OC Glass. I've also now noticed that my washer cable was disconnected and not reattached. The communications were non-existent and service from the call centre was abysmal, I called during the afternoon as my 12-6 window was closing and I had had no communications, and was assured I would be seen that day. I called at 5.05pm as I entered the last hour of the window with still no arrival or updates, light fading and rain clouds threatening, and was told the glass team had finished for the day - it was the same number and same extension as I had dialled earlier in the day and they could help. When I asked what this left me to do the agent had no answer whatsoever, it was just my problem and they were not interested in providing a solution or sounding the least bit sympathetic. The technician arrived at 5.59 and clearly rushed the job. I am now waiting for someone to come back out and re-do the job again, the second separate experience I have had like this from OC Glass. Very poor”
“Couldn’t leave a zero score. Received a text cancelling on me just days before the appointment. Apparently the fitter was sick, but no other technician available! Would not recommend”
“The fitter was excellent, but he'd been given a vacuum cleaner that didn't work (so we used mine) and I'd had to wait 2 1/2 weeks for the fitting. Luckily, I'm handy enough, and made up and fitted a temporary perspex screen, but not everyone can do that. Without that I couldn't have really used my only car.
If this was representative of your usual service I feel for the fitters, who are your public face, and take the brunt of people's frustrations.
If I hadn't already paid the excess, I'd have been tempted to pay full price at Autoglass to get the job done in a couple of days.
So based on my experience, your fitters are great but you really need to manage your wait times down dramatically.”
“Windscreen replacement booked for afternoon. They had not contacted me by 5 o’clock and I phoned and was told they were in traffic, but on the way to my house. Nobody showed up and no contact with me to explain why.”
“Attended on time but they fitted the wrong glass. My windscreen for BMW 520d has a blue tint on the windscreen fitted by manufacturer. Very frustrating and annoying you can’t speak to someone. It all looked good at first and I didn’t check it until I drove it the next day which was a weekend has you only notice it when you drive. Now I have a lot of glare from sunlight. Not very happy at all. I have had multiple windscreen changes over the years in the car with Autoglass who are much better.”
“Very poor. I’ve been asked to leave a review and the link doesn’t work. The time it took to get an appointment was over three weeks. It was hard getting thru via all the chats etc, eventually did and had been given different time and wrong information. Bloke arrived and spent 20 mins moaning about parking and street conditions and the weather. Maybe check Google earth and weather forecast. He works in small team, covers thousands of miles and has massive area to cover.”
“The gentleman arrived stressed to the hilt and obviously not wanting to do my windscreen. My drive apparently wasn't suitable [it takes 2 cars side by side] and said l'd have to drive to the Tesco's car park and he would do it there! I wasn't happy about this and to be honest l don't think Tesco's would have been over impressed either. I suggested 2 different neighbours drives but he decided he could use my drive. He then proceeded to tell me l didn't need a windscreen replacement and he could 'fill' the 2 chips! I told him that they were less than 4cm apart so couldn't done, he said he'd never heard of this rule! It was replaced albeit begrudgingly. He has left my windscreen with part of a seal missing and the triangular pieces under the bonnet unattached.”
“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.”
“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.”
“The repair of the glass was fine. However, based on the description at the point of claim I was led down the route of paying for a replacement window. Is the crack larger than a 5p and in the line of vision of teh the drive. Yes to both! As such, I was required to pay £150 excess for a replacement. On arrival, the technician said a replacement was not necessary and a repair was possible because the crack was not bigger than a £1 coin. Clearly a 5p and a £1 are not the same size! I was told I would receive a refund for the difference required to pay for excess. It has been impossible to get in contact with you to seek this refund out which as yet has not been returned, nor has anyone reached out to attempt to resolve this!”
