“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!”
“The fitter was delightful when he eventually turned up but the service from one call was horrendous. I had been trying to arrange an appointment since November 25 the job was finally completed 29th January 2026.”
“I was not happy with this service. When the fitter arrived at my house, he did not introduce himself or reveal what company he was from, I had to ask. He was on his phone for most of the time, and left litter, which blew everywhere. His workmanship was so bad that my windscreen is now having to be replaced for the second time.”
“Phoned over 2 weeks ago to book a replacement windscreen. On the day I phoned to ask approximately what time they would arrive to be told the windscreen they had been sent was cracked so wouldn’t be able to come, they didn’t understand why nobody had phoned to let me know. I then re booked for the following week and took an afternoon off work to get home so the job could be done. I then got a phone call to say the windscreen they had been sent was broken and they wouldn’t be coming to me. Twice in a row for the exact same reason???? I have now had to book it a third time for next week, let’s hope this time it happens!!!!! Not happy 😡”
“Did not attend on booked day, called to inform me that fitter would not be attending, kept changing the excuse for why they wouldnt be coming, the booker then went on to repeatedly tell me how busy they are and it would be 2 weeks before they are able to attend to fit screen. On day of the fitting the fitter arrived and told me how lucky I was that he had attended and that he was about to leave without fitting the screen, this was because the booker hadn't left a note to explain where the hospital I work in is located as he had not been able to locate it with the postcode. Total lack of customer service.”
