Autoglass Complaint - Need advice

[scz4]

Hi,

Evening all,

Does anyone have any experience or advice they can share when dealing with Autoglass regarding an ongoing complaint.

I won't bore you with the details, but I'm getting absolutely no where after logging broken glass with them on Sunday 10th March.

Since then, I have made 12 calls and keep getting told it's with the purchasing team and they'll call once it arrives. I've logged 2 complaints, one by email and one by their online form. I can contact the Ombudsman, but only after 8 weeks.

Speaking directly with the local manufacturers parts department, they have it in stock for next day delivery. Autoglass won't be able to get a replica glass panel given the car is relatively rare.

Then to top is off, they call me back this afternoon asking me to confirm which glass panel it is. So clearly not ordered it then!!!!!

Any other avenues I can explore? I don't have social media, so can't take to Twitter etc even if that's an effective option, but could ask a friend.

[Bobupndown]

Go to a different supplier, assuming your insurance company are OK with that?
I'd be complaining like hell via my insurance company, if they have the contract for all that companies work they'd surely want to keep their customers happy.

[The big yin]

Autoglass CEO
Mr Taxiarchis Konstantopoulos CEO

Email [e-mail]

Advice from CEOemail.com How to write your email to the CEO

Telephone [phone]
Website https://www.autoglass.co.uk
Social Media T

Postal Address 1 Priory Business Park, Cardington, Bedford, Bedfordshire, MK44 3USM
Company Number 00494648C

Hope this helps ...

[e-honda]

scz4 said:

Hi,

Evening all,

Does anyone have any experience or advice they can share when dealing with Autoglass regarding an ongoing complaint.

I won't bore you with the details, but I'm getting absolutely no where after logging broken glass with them on Sunday 10th March.

Since then, I have made 12 calls and keep getting told it's with the purchasing team and they'll call once it arrives. I've logged 2 complaints, one by email and one by their online form. I can contact the Ombudsman, but only after 8 weeks.

Speaking directly with the local manufacturers parts department, they have it in stock for next day delivery. Autoglass won't be able to get a replica glass panel given the car is relatively rare.

Then to top is off, they call me back this afternoon asking me to confirm which glass panel it is. So clearly not ordered it then!!!!!

Any other avenues I can explore? I don't have social media, so can't take to Twitter etc even if that's an effective option, but could ask a friend.

I feel like some important details are missing here, otherwise it seems like you are treating autoglass like some sort of public service who are under some legal obligation to provide you a service rather than a private sector company who have absolutely no obligation to replace your glass at all let alone in a timescale you feel is appropriate.

[CoolHands]

Why stay with them? Go somewhere else?

[Whataguy]

I’ve had issues myself with it taking a month to get a windscreen for a Toyota - apparently there were supply issues and none in stock anywhere and also issues with getting an order in, so you aren’t alone.

[scz4]

Appreciate that, but I called Toyota and they have 4x Supra screens in stock in the UK for next day delivery to local dealer.

So how can I source it in 24 hours and AG buyers can't.

If I have to wait 6 weeks then fine. The problem is I don't have any confidence they've even started to source it, given they again asked which section of glass it is.

Edited by scz4 on Wednesday 27th March 22:10

[sixor8]

Took them 6 weeks to get a screen for my TVR Cerbera in 2019. Desperately trying to find a pattern part, which didn't exist, so had to pay for shipping from TVR Parts (at the time) in the end. It was a bad crack and barely driveable until then; heaven forbid it had been my only car!

[oobster]

Glassman may be able to help?

https://www.pistonheads.com/gassing/profile.asp?me...

[Bobtherallyfan]

Why don’t you just get Toyota to fit the proper OEM screen and pay the insurance company the additional cost difference?

[Miserablegit]

OP no doubt wants to avoid the shambles I experienced.

Rear screen broke in middle of winter
Auto glass couldn’t get a screen
Had screen fitted by dealer - problem arose because dealer initially indicated the rear screen might be covered under warranty. Only after fitting was I told it wasn’t.

My insurer offered me £50 towards the £1650 replacement as “that’s what our T&C state if you don’t use auto glass”
I raised a complaint which ultimately resulted in them paying me the replacement cost less VAT “as they couldn’t reclaim the VAT I had paid”…
Life is too short so I accepted.
As a result it cost me about £330 in the end

In OP’s case I’d be getting onto insurers and telling them Autoglass can’t replace it and the only stock is with the dealer. No doubt when the dealer comes to replace the glass they’ll use Autoglass…

[ingenieur]

sixor8 said:

Took them 6 weeks to get a screen for my TVR Cerbera in 2019. Desperately trying to find a pattern part, which didn't exist, so had to pay for shipping from TVR Parts (at the time) in the end. It was a bad crack and barely driveable until then; heaven forbid it had been my only car!

Sounds like this is what's going on.

i.e. they're trawling all known avenues for a cheap one.

I would say it's the fact you've done your own investigation and found Toyota OEM screens are available which is causing your frustration because you think that's what they should be using and you cannot understand why they've not gone that route.

More than likely they've got an arrangement with your insurance company which mandates them to seek out cheaper alternatives before buying OEM. However, since it is a relatively rare car they are having to search big warehouses and diverse supplier lists to try and find the screen... they may even have some record showing it is in stock somewhere within their network and they're trying to track it down. The communication back to you to explain what they are doing seems problematic as you're having to guess what might be going on... if they just told you straight what was happening that would probably make things a lot better!

[Monkeylegend]

e-honda said:

I feel like some important details are missing here, otherwise it seems like you are treating autoglass like some sort of public service who are under some legal obligation to provide you a service rather than a private sector company who have absolutely no obligation to replace your glass at all let alone in a timescale you feel is appropriate.

And which important details would that be then ?

[Glassman]

scz4 said:

Hi,

Evening all,

Does anyone have any experience or advice they can share when dealing with Autoglass regarding an ongoing complaint.

I won't bore you with the details, but I'm getting absolutely no where after logging broken glass with them on Sunday 10th March.

Since then, I have made 12 calls and keep getting told it's with the purchasing team and they'll call once it arrives. I've logged 2 complaints, one by email and one by their online form. I can contact the Ombudsman, but only after 8 weeks.

Speaking directly with the local manufacturers parts department, they have it in stock for next day delivery. Autoglass won't be able to get a replica glass panel given the car is relatively rare.

Then to top is off, they call me back this afternoon asking me to confirm which glass panel it is. So clearly not ordered it then!!!!!

Any other avenues I can explore? I don't have social media, so can't take to Twitter etc even if that's an effective option, but could ask a friend.

I think it's important that you paint a fuller picture as it's not clear what's going on. You say you have logged two complaints as well as called 12 times. What are those complaints? They might be seeing you as a nuisance if it's you trying to get them to attend to your broken windscreen before anyone else.

[Glassman]

The big yin said:

Autoglass CEO
Mr Taxiarchis Konstantopoulos CEO

Email [e-mail]

Advice from CEOemail.com How to write your email to the CEO

Telephone [phone]
Website https://www.autoglass.co.uk
Social Media T

Postal Address 1 Priory Business Park, Cardington, Bedford, Bedfordshire, MK44 3USM
Company Number 00494648C

Hope this helps ...

It won't help, and rarely does.

[e-honda]

If it is your insurer who are insisting you use auto glass then your complaints should be with them not auto glass.

[Mathew-4xmjl]

AutoGlass came to change my windscreen
Ripped of the trim off and then realised they could not undo a nut on the wiper arm,
Cancelled the job...
The trim they removed was damaged and could not be refitted... after 3 months I've got no where with them...
They referred me to the financial service ombudsman... which is an other wrong steer as the financial service ombudsman dont deal with this try of company. AutoGlass is not a financial services company.
I'm now seeking compensation for the damage they caused.
Esure made me use AutoGlass... so maybe they will step in.
Windscreen still not changed.... car likely to fail next MoT
Furious...

[e-honda]

Mathew-4xmjl said:

AutoGlass came to change my windscreen
Ripped of the trim off and then realised they could not undo a nut on the wiper arm,
Cancelled the job...
The trim they removed was damaged and could not be refitted... after 3 months I've got no where with them...
They referred me to the financial service ombudsman... which is an other wrong steer as the financial service ombudsman dont deal with this try of company. AutoGlass is not a financial services company.
I'm now seeking compensation for the damage they caused.
Esure made me use AutoGlass... so maybe they will step in.
Windscreen still not changed.... car likely to fail next MoT
Furious...

If you were making an insurance claim then you probably don't have a contract with auto glass which is why they would send you to the ombudsman because your insurer is a financial services company.
If you weren't claiming through insurance then they shouldn't send you to the ombudsman.

[Mathew-4xmjl]

I see, thanks.
Then I will chase Esure with some gusto, but they have been in the loop since the beginning so really should have stepped in.
The period to resolve my complaint has passed, but I may as well give Esure a few days before going down the Ombudsman route, and making taking complaint to Ombudsman is no small task.

[Glassman]

Quick to refer you to the4 ombudsman, no? This only happens when you've exhausted all resolution avenues... or there is a dispute.