Windscreen fitter has damaged my car...
Discussion
I got a stone chip in my screen earlier this week, and within a few hours it had grown in to a 30cm crack. I called my insurance company and went through the aautomated phone system to their glass claims line - actually a direct connection to their preferred glass supplier. So far, so good. They arrange for a mobile fitter to turn up yesterday morning.
When the fitter arrives, he asks for the car key and I leave him to it. A couple of minutes later he knocks on the door again. He can't open the bonnet (he needs to get in to fit the heater element connections). I go out and have a look. I've got a Focus, so it's a key-operated lock. The key is clearly not engaging the mechanism.
The fitter calls his boss, who suggests that putting pressure on the bonnet could free it up if the latch is sticking. The fitter does this a couple of times, then asks me to push down whilst he turns the key, which I do. Nothing happens, so the fitter calls his manager again and I go back inside to Google the problem - it appears to be a known issue where either the cable or the latch fails. As I go back outside the car is rocking on it's suspension as the guy (who might be described as 'powerfully built') appears to be putting all his weight on the leading edge of the bonnet. No luck. The fitter is extremely apologetic, even offering to come out of hours if necessary, makes his excuses and leaves.
I book my car in to the garage I always use, and on arrival they point out that the bonnet is damaged - the leading edge has a long crease about an inch in, this is above the lock and it's clear from the hand prints that this is where the fitter has been pushing. The crease was definitely not there last week when I clay-barred and waxed the bonnet. Apparently it's a bodyshop job.
I've called the windscreen firm and spoken to the call centre, who have said a manager will call me back (today). I've also lodged a complaint with the insurance company. I've got several concerns:
1) Can I insist on a different glass supplier?
The insurance firm use two national suppliers, however I've heard plenty of horror stories about both of them, including from one of my colleagues who used to be in that business. I don't want them touching my car again if I can help it. My garage has recommended a local independent who can do insurance work.
2) Can I insist that my insurance firm deal with the windscreen firm that caused the damage?
I've got no interest in getting in to an arguement with the manager or the fitter. The insurance claims clerk said last night that I have to give the windscreen firm a chance to put everything right. I've no interest in dealing with them at all.
3) Is this now something I have to declare as a 'claim'?
I'm really concerned that this will be logged as a damage claim on my policy due to someone else's negligence. Do normal glass claims count in the same way as damage claims?
4) Can I specify which bodyshop I want to repair the damage?
Again I do not want to hand things over to the windscreen company to sort - I have no faith in their abilities.
When the fitter arrives, he asks for the car key and I leave him to it. A couple of minutes later he knocks on the door again. He can't open the bonnet (he needs to get in to fit the heater element connections). I go out and have a look. I've got a Focus, so it's a key-operated lock. The key is clearly not engaging the mechanism.
The fitter calls his boss, who suggests that putting pressure on the bonnet could free it up if the latch is sticking. The fitter does this a couple of times, then asks me to push down whilst he turns the key, which I do. Nothing happens, so the fitter calls his manager again and I go back inside to Google the problem - it appears to be a known issue where either the cable or the latch fails. As I go back outside the car is rocking on it's suspension as the guy (who might be described as 'powerfully built') appears to be putting all his weight on the leading edge of the bonnet. No luck. The fitter is extremely apologetic, even offering to come out of hours if necessary, makes his excuses and leaves.
I book my car in to the garage I always use, and on arrival they point out that the bonnet is damaged - the leading edge has a long crease about an inch in, this is above the lock and it's clear from the hand prints that this is where the fitter has been pushing. The crease was definitely not there last week when I clay-barred and waxed the bonnet. Apparently it's a bodyshop job.
I've called the windscreen firm and spoken to the call centre, who have said a manager will call me back (today). I've also lodged a complaint with the insurance company. I've got several concerns:
1) Can I insist on a different glass supplier?
The insurance firm use two national suppliers, however I've heard plenty of horror stories about both of them, including from one of my colleagues who used to be in that business. I don't want them touching my car again if I can help it. My garage has recommended a local independent who can do insurance work.
2) Can I insist that my insurance firm deal with the windscreen firm that caused the damage?
I've got no interest in getting in to an arguement with the manager or the fitter. The insurance claims clerk said last night that I have to give the windscreen firm a chance to put everything right. I've no interest in dealing with them at all.
3) Is this now something I have to declare as a 'claim'?
I'm really concerned that this will be logged as a damage claim on my policy due to someone else's negligence. Do normal glass claims count in the same way as damage claims?
4) Can I specify which bodyshop I want to repair the damage?
Again I do not want to hand things over to the windscreen company to sort - I have no faith in their abilities.
JulianHJ said:
1) Can I insist on a different glass supplier?
Yes. Why not? You have perfect grounds for it. JulianHJ said:
2) Can I insist that my insurance firm deal with the windscreen firm that caused the damage?
Why is your insco involved in this? The windscreenco's bloke caused the damage...JulianHJ said:
3) Is this now something I have to declare as a 'claim'?
No. JulianHJ said:
4) Can I specify which bodyshop I want to repair the damage?
Like your windscreen, you should have the freedom to choose. 
pacman06 said:
You should of spoke to Gavin at autoglass, you don't even have to ring your insurer and most likely it will not affect your no claims premium.
But what if it's your wife's car that needs fixing and you're at work?Do you really want Gavin filling her crack with his special resin?
My old insurance company allowed me to get BMW to fit a new windscreen on my M5 when I told them that it was a specialist car that I wouldn't allow the muppets from autoglass near. Cost me the same £90 excess and the insurers sorted it out with BMW. Job was done well, and car valeted too!
Sulli said:
My old insurance company allowed me to get BMW to fit a new windscreen on my M5 when I told them that it was a specialist car that I wouldn't allow the muppets from autoglass near. Cost me the same £90 excess and the insurers sorted it out with BMW. Job was done well, and car valeted too!
little do you know they called Autoglass (or similar) who came and fitted it and the gave you an invoice with a mark up on it. It's called out sourcing and common practice. My dad had a similar issue a month ago. Autoglass out to change his screen, job done they hand his keys back and leave. He goes out to his car the next day and there is some engine/scuttle trim laying on his front lawn. He has a look around his car and there is a dent on his drivers door where it was opened against the pebble dash on his garage.
Livid isn't the word.
He phoned autoglass the next day and they agree to repair the problem, no questions asked. So the car actually went into the garage today after a quote of over £400.
His insurance company were never informed of anything other than the original chip on the screen.
Livid isn't the word.
He phoned autoglass the next day and they agree to repair the problem, no questions asked. So the car actually went into the garage today after a quote of over £400.
His insurance company were never informed of anything other than the original chip on the screen.
Tom H said:
Sulli said:
My old insurance company allowed me to get BMW to fit a new windscreen on my M5 when I told them that it was a specialist car that I wouldn't allow the muppets from autoglass near. Cost me the same £90 excess and the insurers sorted it out with BMW. Job was done well, and car valeted too!
little do you know they called Autoglass (or similar) who came and fitted it and the gave you an invoice with a mark up on it. It's called out sourcing and common practice. Gassing Station | General Gassing | Top of Page | What's New | My Stuff