“I was very dissapointed that it took 5 weeks and many phone calls to get my windscreen fixed. It wasnt until I asked to.speak to the complaints departed that my visit was expedited. I am now receiving emails about a vist tomorrow to.do a job that has already been done”
“CM4 was very pleasant and helpful once I got through. The reason for the 3stars is that the message when you first call tells you that no one on this call can deal with a existing claim, even though this is the number they tell you to call in email correspondence. This is a lie, but you only find that out if you persevere. It's very poor to make your customers feel like they're in the wrong even before you answer the call. That, and the fact that we are currently on the 3rd attempt at getting an appointment to replace my very cracked windscreen over a month later, it's enough to make me not want to insure with this company again.”
“Stone chip repair. OCG had to cancel my first appointment and could only give me one a month away when I was coming back from holiday so I said I would be available after 1300. The man turned up at 12 when the car wasn't back. Luckily he could go to another job and come back. In the end he did a good job. However given the difficulty in OCG giving me an appointment I will just pay for a repair myself.”
“Had problems contacting One Call Insurance claims on line. Eventually spoke to CM4 who was helpful but referred me again back to your AI chat line. Not helpful, your system froze whilst making payment even though I confirmed authorisation with my bank. Could not confirm if payment made. Eventually referred to very helpful operator at Autowindscreen who confirmed no payment made. Requested me again to pay by auto online system. I declined and he took payment over the phone.. Had I been able to talk to a real person in the first instance could have saved almost 3 hours..”
“The contractor Scott was excellent, however it took over one month from me placing the call to the job of a cracked windscreen being repaired which was far too long!”
“The windscreen replacement appeared to go well, but because of a last minute time change I had to ask my 25yo son to be home. The guy who changed it gave my son verbal feedback, but no paperwork to indicate where he found rust on the car. Also not overly wnthusiastic with payment being taken three weeks before the appointment, extremely long wait time, took my car past its MOT.”
“The booking of the appointment was relatively simple although the long wait of over two weeks for an appointment was atrocious!! Needing the car daily and hence having to drive around with a badly cracked windshield with two small children on board was unacceptable for sure.
The appointment was then altered by One Call to a less convenient time during the same day.
The only saving grace was your fitter Matt who was absolutely brilliant, he was very friendly and informative, together with being quick and thorough and made sure we were happy with his work. He even chatted to my grandson and explained a lot of what he was doing as he was interested in the process. A definite asset to One Call.”
“Fitter arrived in good time and did an excellent job of fitting and being friendly and professional
Unfortunately after fitting on inspection the screen had a scratch on it, the fitter reported it and it will be changed at a later date. Having rang for a rebooking up they are having issues booking me in not being able to book anything two weeks in advance, strange as the last booking was 3 weeks in advance? The call was ended with me having to ring back at at a later date to try and re book another appointment. Slightly confused by the inability to re book a second screen fitting and having to call back on my time and cost for something that is their responsibility. Im sure it will get sorted but disappointed and seems strange it couldn't be booked there and then?”
“3 star rating only because I had to wait 3 weeks for a replacement date, otherwise it would of been a 5. The actual replacement was faultless, really professional, nice friendly guy who completed the replacement - was done quickly”
“I had booked online for a home visit for windscreen replacement with a morning slot between 8 and 12 midday. I had 3 emails first confirming and then reminding me of this arrangement. The last reminder was the day before the arranged replacement.
It had gone midday with no call from mobile technician,so phoned One Call to be told that there was no mobile technician and that I should be going to a garage for this.
I was offered the opportunity to go to St Neots straight away otherwise I could wait 3 weeks for a home visit. This was a 62 mile round trip in 35 degree heat with a wait in between for the windscreen to set.
I have given the experience 3 stars (acceptable) rather than poor, because I did get my windcreen replaced that day and the technician at One Call Motors (St Neots) was very good and had to deal with my annoyance. My whole day was taken up with getting my windscreen replaced including fuel for driving 2 hrs.”
“Mat the person who replaced the windscreen glass was excellent. However, the fact that I had to wait 3 weeks to have this done was really inconvenient.”
“Young man was very friendly did a great job, how ever i didn't like the length of time it took as I rely on my car to get to work, when I was given the option it did say next day was available then a few hrs later it took 5day so was disappointed with that that why I gave a rating of 3 stars”
“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.”
“It's a shame that the review can't be done in two parts.
Firstly the administration process was hard work with the appointment fluctuating wirh dates and times, this wasn't good.
Secondly, the fitter who came out to do the job was excellent. Very skilled at his work and very polite to deal with. Would give this fitter 5 star's.”
“On calling the office after ages waiting to talk to a person and then being put on hold was cut off and I had to phone back and go thru the same rigmoral again finally sorted out a date for windscreen replacement. Technician who fitted windscreen very professional and helpful.”
