“ Contact: 0800 999 5000 / Windscreen repair and replacement service „
Avoid. My time window was 1pm-5pm. That blew the afternoon. I called at 5pm. I called at 6pm. I called at 7pm. Now the window is 9-9.30pm. That's the evening shot too.
Imagine my dismay when I leave work at 5pm only to find a random crack about 3 inches long in the bottom of the drivers side of my windscreen. Great, more money.
Being the responsible citizen I am, I get home, I call my insurers (Hastings Direct) who put me through to my windscreen repair people which are covered on my fully comprehensive insurance for just £65.00 excess. The guy on the phone asks me some questions about my car, some of which (as I have only had the car three months) I tell him I'm not 100% sure of the answer. The Toyota Yaris from 2006 has two windscreen options, but he tells me he thinks he knows which one. I'm told the earliest they can do is the following week if I choose my home address, and two weeks for my work one. I reluctantly book the afternoon off work and hand over my DD details.
The following week comes and low and behold, the man from AW turns up with the wrong windscreen. I call up the office, quite annoyed as I've taken the afternoon off, and they tell me it is now another two week wait. When I mention that they should be pushing mine through quicker due to an error on their part, they manage to fit me in the week before - amazing. And they're coming to my workplace, even better. I am told that I should be the first one out in the afternoon. They can only confirm either between 9 - 1, or 1 - 5, a little inconvenient as I finish work at 5 and there is a minimum of 1 hour drying time after it is fitted. I didn't really want to be hanging around at work for an extra hour or so, so he confirms that I am first on the list for the afternoon - fab.
Wednesday 1pm comes, 2pm comes, 3pm comes. At 3.30 I call up and am told that the guy doing my windscreen has been stuck on another job - not bad as I was the first one due that afternoon. I ask when he is likely to come out and he says in about an hour, which is no good as it takes an hour to fit and an hour to wait - meaning I wouldn't even start my 1 hour journey home until 6.30pm. We rearrange it, I am again told there is a two week wait, and I again remind them that this is now twice due to something they have not done correctly. I get it rearranged for the Friday - two days time, amazing what a little persuasion can do - and I'm first on the list again!
9am Friday comes and goes, and this time I don't call. I wait. And wait. At 11.45pm I get a call to say they won't be doing my car today as the fitter they have has called up ill this morning. I understand that illness can't be helped, however I ask why it has taken 2.45 hours to inform me and am given a sob story which just doesn't wash. Same old story about the two week wait, except this time I also add I am due to go on holiday on the following Friday and I WAS supposed to be taking my car.... he tells me he can do first thing on the Friday, I mention I am slightly skeptical due to the past few times but he GUARANTEES me so I am obviously reassured...
At 8.45 I get a call to say that the fitter is about 30 minutes away - HOORAY! I get a call at 9.30 (45 minutes later but never mind they are here!) to ask why I'm not answering my front door - you guessed it, they've gone to my home address not my work one. The fitter is less than impressed and I AM FUMING. I am booked to be on annual leave from 12noon that day to travel to Wiltshire in a car with a crack in the windscreen (which is now over a foot long due to the snow, apprehensive driving or what?!).
The fitter finally gets to me at 10.45 and leaves at 12.30 telling me I need to wait an hour and apologising for the mix up - not his fault - I say, and call up the office.
When I call the office I also realise I have never received any receipt, proof of purchase or who I bought the windscreen from for insurance purposes. I am told that I should have got them but that the printer broke, the guy apologises and says they will be in the post.
So, not only did it take a month to get my windscreen fixed after four attempts, but, I was spoken to rudely, told that I shouldn't worry that the crack had grown (even thought I pointed out it was an MOT failure and theoretically the police could have given me points if I had been pulled over) and that it wasn't dangerous to drive which contradicts the adverts which tell you that if you have a chip in your windscreen you should get it fixed asap.
It is now a month since I used their 'services', I have complained to them, written two emails (which are guaranteed to be answered within 48 hours and have been ignored), posted two letters and had no response and so have written a letter to my insurer who have sorted everything out within 2 weeks and I have been issued a refund. Still no proof I ever got my windscreen fixed though....
THIS COMPANY IS SHOCKINGLY BAD... THE TECHNITIANS ARE UNPROFESSIONAL AND OVER FAMILIAR... They replaced our windscreen 3 weeks ago, the chap doing called me "babe", asked for a coffee and when he was finished... didn't even have my change from the bill!!!!! TOTALLY UNPROFESSIONAL and gave us no confidence whatsoever....
The windscreen has a compression crack now - this is within 3 weeks of the replacement - we asked them to come and inspect the damage with a view to them replacing it.
The guy arrived and turned up at the door... " Bad news I am afraid, it's stone damge" - LIKE ITS A JOKE!!!! Absolutely discraceful.. didn't even introduce himself, no proffessionalism at all... my partner asked that the chap look at the damage with him at least....and there are now 2 forced marks which the technitian has made with a metal object prior to coming to our door - they were 100% not there before..... COWBOYS...... CAN'T BELEIVE THEY DAMAGED OUR PROPERTY ON OUR PRIVATE PREMISES JUST TO TRY AND MAKE THE DAMAGE NOT BE COVERED ON THE WARRENTY....DO NOT USE THEM AND IF YOUR INSURERS DO - ASK FOR ANOTHER COMPANY - AVOID AVOID AVOID
This is a review about the customer service and online booking for Auto Windscreen, not actually about the staff that comes and sorts the actual problem out.
I recently suffered a small chip in my windscreen, which due to the weather, quickly turned into a small crack. Having checked with my insurance, they use Auto Windscreen as the replacement option. They have a contact number for them and you can also visit their website to book it online with them.
The first option I tried was to ring them, but the number was not valid. I assume this is my insurance company who have not updated the number at fault for this. After this failed, I went with the option of booking it online.
This process was extremely simple. The site asked for a few details about me and my car and then proceeded to the picking a time and date screen. Upon selecting the drop down menu for the date, I selected the next day AM option. It had the options in either AM or PM and also had several days in advance. After selecting this, I clicked the book button and was informed I would receive a phone call shortly to confirm the booking and get further details about the replacement required.
This is where it fell down somewhat. By AM of the next day, I had still not received any phone call and no one had arrived. Thinking it was due to the short notice, I decided to try again and booked it for 3 days time, again in the AM. Within a couple of hours of doing this, I received a phone call to confirm the booking, or so I thought.
After speaking with the person for approximately 5 minutes, where they could not find my details, yet they had managed to call me and knew why they were calling me?? The lady then informed me that I could not have the AM, but the PM slot was available. I stated this was not possible, due to travelling 300 miles that afternoon and needed it replacing as soon as possible. After finding out there was nothing earlier, we tried booking it for the area that I was going to, but again, no slots were free.
I understand that they may well be busy, but was very disappointed that they still had all slots on the website to provisionally book a time. I explained to the lady that I had tried to book for the next day before and never received a call and was told the website booking had been busy and gave no apology.
Due to no slots being available when I was, I had to leave it and stated that once I knew when I had some time in advance, I would call back. A few days later, I did receive a call that left a voicemail for me, stating they were trying to contact me to book it, which was a nice gesture, but within 5 minutes of this call, I then received a text message stating a booking had been made for a later date. This would be great, if I was going to be available at that time, but I'm not. As such, I am either going to have to eave it and let someone turn up to replace the windscreen, when no one is going to be there or ring them and go through the whole process of trying to find an available slot again.
The most annoying part of it all is the website. How hard can it be to only have slots on the site that are available, instead of generic slots that have already gone and the next nearest available slot is days away from that? As such, here I am, 2 weeks later, with a windscreen still cracked and still not knowing when I will be free in advance to actually get it sorted.
I needed a new car windscreen after a stone hit my car. The windscreen itself was fine, and I could still drive the car, but I lived in fear that all it would take was another small stone and I would have one very cracked windscreen on my hands and be stuck in the middle of nowhere!
I phoned my insurance company- Endsleigh, who told me they used Autowindscreen and offered me a wide variety of appointments. Booking the appointment was easy, and very straightforward. Here they earnt lots of points for flexibility! You could either pay the excess (mine was £75) on the phone whilst booking, or when you actually got the windscreen done. They also offered to come to a place of work, or my home address, or, quite frankly, anywhere within reason. You are offered morning and afternoon slots, including week days or saturday / sundays, for no extra cost.
Unfortunately, once all the booking was over it went downhill from there! The guy arrived over an hour late, after I had been waiting all afternoon. The job was rushed and some side skirts on my car got split. They offered to fix them free of charge, and would be in touch first thing monday with an appointment. They weren't in touch. When I chased them up, I was told the earliest appointment they could give me was in two weeks time.
At this point I tried to complain but no one on the customer service line was willing to help me. After three attempts to obtain a manager and 40 minutes of calls I got put through to a specialist to deal with my complaint. He was fantastic, made the appointment come a lot quicker, and ended up resolving the issue, including the fact that when they finally replaced the skirts, they didn't put my car back together properly. I soon emailed the manager the pictures of the state it was left in!!
Overall, I had a very mixed experience from auto windscreen. Parts were terrible, but parts were excellent. I would be really warey about using them in the future, but people generally don't have a choice as it depends who their insurance company is hooked up to! It is worth looking into though and being very aware of.