written by on 30/06/2021
I first reported my cracked windscreen to the Hastings Direct out of hours windscreen number the weekend of 05.06.2021 and was put through to Nationwide Motor Glass The totally disinterested operator took my car details down incorrectly and it delayed them getting back to me. When they did call back, the next appointment date was two and half weeks away as they did not have the windscreen available. 17 days later I waited in until 12.30hrs, with no update from Nationwide Motor Glass! hen phoned again, waiting for 30 minutes to get through. I was informed that they would not be coming as my windscreen had not arrived!! The next appointment they had available was 30.06.2021, 25 days after my original call, informing them of a large crack across my windscreen on the driver side! 30.06.2021 someone phoned early in the morning, and although there was some confusion regarding the work, he was brilliant. He arrived when he said he would and was extremely helpful. If it were not for him, I would have given Nationwide Motor Glass no stars at all. The whole thing has caused me so much stress and worry about driving my car, that I would never recommend your service. In light of the whole mess, i would ask that my £85 excess be refunded as compensation.
written by on 02/08/2018
Waited two weeks for windscreen replacement. Technician failed to turn up for day long appointment and failed to contact me. Rebooked appointment - for following week. Technician failed to turn up due to sickness. Re-booked for two days later cancelled on day due to sickness. Turned out they were sending technician to wrong address and finally re-booked for later today - not holding my breath. Request for compensation initially denied. Their final, final offer was a 'good-will gesture' of £25, at which I'm not entirely overwhelmed.
written by on 24/01/2018
I was referred to Nationwide after I put a claim in through my insurance for a chip in my windscreen, was told the company would be in touch within 24 hours but it was well over that when I heard from them. They called on a Tuesday afternoon to say I'd be seen between 9-5 on the Wednesday and the technician would ring me beforehand. Wednesday afternoon the call centre rang me again but said it was to rearrange the appointment I'd missed on Tuesday afternoon. They'd called me at 14:30 and a technician turned up at my house at 16:30 and I wasn't there (at work), but I didn't receive any calls before or after to let me know. It turned out I hadn't even been booked in for the Wednesday at all and said I would have to rearrange my appointment to the following Monday. I said no because it wasn't my fault (despite the fact the woman I spoke to on the phone was rude/didn't care and acted like it was) so they said they'd try and get the technician to 'squeeze me in on his way home' and I explained several times that I would be out of the house from 16:15 onwards because I'd be at work but I was promised he'd 'definitely' be able to see me before then. The technician phoned, said he'd be at my house for 16:30 so obviously the message hadn't been passed on about me going to work. Luckily I work close by so I asked if he could meet me there instead, I was waiting for a no but he agreed with no problem. He did an excellent job and completed it a lot quicker than expected, I have nothing but praise for him. It's clear the call centres are useless and it honestly would have been easier to arrange it all with the technician himself! If I ever need my windscreen seeing to again I'm definitely going to try and go through another company.
written by kencrawley on 29/12/2017
Reported broken screen via number provided by Insurance company on 24th December 2017 advising that the car was not able to be driven, but was needed daily. Replied on 26th to advise earliest appointment would be on 3rd of January (weather permitting) and if it had to cancelled, next appointment would likely be towards the end of the following week. This lead time is totally unacceptable. Requested an earlier appointment, but insisted they couldn't bring it forward and that they don't prioritise jobs on an 'urgency - car off road' basis. Phoned my insurance company and they referred me to Auto Windscreens who do prioritise jobs for cars that cannot be driven. They are doing the job within 3 days, obviously still weather permitting, but almost a week quicker than Nationwide. Cancelled the job with NW 29th Dec., just hope they cancel the pre-authorisation with my bank in time and payment is not taken.
written by Guthrie452 on 17/12/2017
The gentleman who actually serviced my windscreen was a very nice chap, can not fault the customer service in person. Windscreen replacement took almost 2 weeks to complete which is extremely poor, especially in cold conditions! Windscreen was replaced however was not fitted properly, condensation and ice is still entering the vehicle and the heated windscreen is not working properly. Would definitely not recommend and will be expecting the repair to be completed properly.
written by Brooks268 on 11/07/2017
reported cracked windscreen to my insurance company (SAGA), I was told Nationwide will contact me to arrange replacement. I received a call, the earliest date available 2 weeks after my call! I was also told the replacement glass will not be original, but an aftermarket glass very similar to the original.. I told them I wanted original, long story short spent hours on the phone to Saga and Nationwide, eventually agreed to pay the difference in cost so that I could have an original glass. a week later Nationwide couldn't give me the price difference I had to chase, was told they couldn't get the aftermarket glass anyway, so they will fit an original anyway and I don't have to pay! another week gone and the screen delivered and fitted. They did a great job fitting the glass. disappointed that I had to waste at least 4 hours on the phone arguing about fitting a proper glass, Nationwide should know which glass type they can supply. why does it take 4 weeks to fit a glass? and does anybody know that when they have glass replace they get a aftermarket glass and not original which can invalidate their manufacturer's warranty and recue second hand value of their car?
written by on 09/06/2016
having rung up with vehicle details and having no policy details every thing was fine until nationwide phone ans said that it would be 2 weeks before they could come out and replace my windscreen on the day in question I received a text saying they would be with me that afternoon about 1/2 hr late got a call saying that there supplier had not delivered the screen and would have to rearrange yet another 2 weeks to wait then thy had wrong screen and further delay before haveing screen fit -must say the fitters who came were great but think I should have had compensation for the delays
written by jbutler7 on 04/04/2016
13/Feb - initial call made to NM, appointment arranged for a home visit (I did offer to go to the local workshop, but was told only mobile fitting was available) 17/feb anytime between 8 and 5 ..... waited around til 4.15, contacted the NM office to be informed that the technician had cancelled the job due to the weather ....but .... nobody thought to contact the customer ????? more annoyingly I had offered to go to the local workshop.. One day wasted . Re-arranged for 20/feb, asked for the technician to call asap on the day 20/feb - technician called, arrived on time at 12.30, however had two incorrect screens on the van .....Technician spoke to office and it was decided that a dealer part windscreen would now be fitted thus being the correct part ordered from the chassis number. Almost another day wasted... 24/feb - office called now arranged for 29/2 after I finish work.. 26/feb -5.42 pm received call from office explaining glass won't be arriving at til late on the 29th, so we re-schedule for Tuesday 1st March Tuesday 1st march - call from NM office explaining glass not available til later in week ca we re-schedule.. Re-scheduled for 5th ~March 5th March - 9.45 - received a call explaining the technician has called in sick ... (can't blame him , I'd be bloody sick if this was how my diary was being overfilled each day) another day of my re-organised plans goes to waste Now re-scheduled for Monday 7th March ( again I've offered to go to the local workshop in case of poor weather) Windscreen finally fitting by an excellent technician - very experienced and professional - Lewi - 5/5 ... thank the lord!! So summing up - rather than just filling up each technicians day with too many jobs that have to be "knocked back", perhaps a bit more thought on the logistics of things!!...After the initial disappointment of the first visit I was kept well informed of when things were not going to happen..etc, this was good. I fully understand that the weather can be bad especially at this time of year but I did each time offer to go to the local workshop, technician sickness - fully understandable,,, ordering the incorrect windscreen- not good.... - you have good technicians who like to please customers..sort out these few niggles people..
Written on: 05/04/2016
Thank you for your feedback and please accept our apologies for the inconvenience you have been caused. I have sent you an email via this site and would appreciate it if you could please respond as soon as possible so that we can look in to the issues you experienced. Thank you.
written by gezzes on 23/02/2016
the two fitters were very good done the repry in no time and did a good job 10 out of 10 the time taken to come out of two weeks i dont find good at all two good fitters let down by rest of company
Written on: 25/02/2016
Thanks for letting us know you were pleased with your repair. We will be looking in to why it took so long to carry out your repair as 2 weeks exceeds the normal period between notification and repair. I will send you an email via this site, so please can you check your spam folder for it? If you could please respond to the email with the requested information as soon as possible, it would be very much appreciated. Thank you.
Written on: 08/03/2016
I understand this matter has been dealt with by the manager of our Call Centre. Thank you.
written by simmie877 on 08/02/2016
Been waiting for a week for a window screen replacement now. The reason i was given at the time was the fitter for my area Gloucestershire was because he had gone home sick. They told me they had to get someone in from another area. Today when i was going to have my screen replaced i get a call half way through the day saying sorry we will not be able to fit your window screen today as the fitter has gone home sick and we will be out on Wednesday. I have now had to cancil my M O T and hope they will come and replace my window screen Wednesday so i can book another M O T. It was just bad luck that a week before my M O T ran out i have a stone fly up from car infront and cracked my window the timming was so bad.
Written on: 08/02/2016
sorry i forgot my job number is 30695 or 2453 so was given two numbers and forgot wich one was the job number
Written on: 09/02/2016
Please accept our apologies for the cancellation of your appointment. The technician was indeed taken ill and so had to leave work early. We have ensured that his area will be covered going forward and have your repair booked in for tomorrow. Unless there is another problem beyond our control we will be completing your repair tomorrow as planned. The technician will be aware that you have already had a cancelled appointment and that your MOT is due. If you have any problems or queries tomorrow please do not hesitate to call us and we will do our best to help you. Thank you for your understanding.
Written on: 08/02/2016
sorry i forgot my job number is 30695 or 2453 so was given two numbers and forgot wich one was the job number
Written on: 08/02/2016
sorry i forgot my job number is 30695 or 2453 so was given two numbers and forgot wich one was the job number
written by PeteHavant on 17/01/2016
The technician was brilliant. Professional and courteous . nothing was too much trouble. Replaced the windscreen in his own time. Was given an appointment day. Waited in all day. By 1600 phoned the company to confirm that the technician was coming. The said yes. 1630 got a call from the technician saying there was no was he could make it and the office new that at the beginning of the day and should have told me. They didn’t. Rearranged for Saturday 0800 – 1200. By 1100 OK – no one had called. Phoned the office – same scenario The technician was out and about and you are on his list. 1130 phoned again – the person in charge of the area will call you back – he didn’t . Finally got a call from the technician who said his workload for the day was far too high and he finished at 1300. I’d need to rebook yet another day. WHAT!! After a discussion with him he said he would come in his own time and he arrived at 1500. I waited all day Thursday and wasted a day. I rearranged and cancelled Saturday events and had it not been for the technician doing the repair in his own time would have had to wait in yet another day.
Written on: 19/01/2016
Thank you for letting us know what a great job the technician did for you and for your comments regarding the call centre. We did have issues at the end of last week and at the weekend which impacted on the call centre and unfortunately some of our customers, like yourself. We sincerely apologise for all the inconvenience this caused you and would like to assure you that the issue has being addressed. We are continually trying hard to improve the level of service we provide our customers and do value your feedback. Thank you again for posting your review.
written by sogrady on 17/09/2015
I booked my car for a replacement windscreen, on the day the technician was supposed to come out after i had booked the afternoon off especially went sick that day. I re booked it for another day the following week as that was the earliest they could fit me in. One the second attempt and yes another day booked off work. Received a phone call in the morning from Nationwide and they left a garbled message for me to call back, so I did and the Technician was sick again. They had no one else to do it. I rang to speak to a senior sales staff and she booked it yet again and I told her i was very dissatisfied. It was booked two days later for the morning. Hooray the Tech turned up BUT had the wrong windscreen, to which was not his fault. So here we go again. Fortunately Nationwide do employ some people with integrity as this young man said to me Don't worry i will definitely come back on the Monday with the right windscreen. And yes he did. Great! Thank you to the person I dealt with for your determination and professionalism. You were very understanding and reliable in your service you provided. I hope your employers know what a decent and dedicated worker they have. I will also add that i did get my excess fee returned. Thank you.
Written on: 18/09/2015
Please accept our sincere apologies for the issues you experienced whilst trying to get your repair carried out. It is very unfortunate that the technician was sick on the days you had your windscreen booked in and we are sorry that we were unable to ararnge for someone else to come out instead. Thank you for letting us know that the technician saved the day for us! We are aware how hard the technicians try to plesae our customers so it is great to hear you received this level of service from him.
written by on 10/08/2015
I contacted the company as i had achip which was spreading across the windscreen. I was travelling to Cornwall on the Tuesday for a day(back on Wednesday) and really wanted the repair to be completed before this trip, however this was not possible, had to be Thusrsday. The Customer Service person said that the screen would be OK and if it did break it would be Ok as long as I could see through the screen. I pointed out that a 70MPH on the Motorway this could be pretty bad! Thursday and a call the wrong screen had been delivered, need to postpone thto Monday, was that OK with me. Fine, in the office but NOT AVIALABLE from9.30-11am as in a meeting. Monday 8am phone call at the office. The technician is at another call and just confirming that he would be with me at 9.30am. NO!; explained that I have very clearly informed them that I was not avialable form 9.30 -11 as I was in a meeting and that had not changed. Could he travel to me now? No he had travelled from Leister (this is in Oxfordshire!)and had an appointment at 8.30, suggested swopping appointments if possibe. Result the technian called office and agreed to swop the appointments. The technician arrived and all was fine Thanks to MB 108177 all went wel. Why do people working in the office listen to their customers and stop making things incredibly awkward for their staff and their customers. they messed up the technician and two customers because they did not listen and make appropriate appointments to suit the customers needs/requirements
Written on: 24/08/2015
Thank you for posting your review and for your honest feedback of the service you received from us. It is a real shame to hear that we let you down by making not passing on the information you had provided and we apologise for any inconvenience this may have caused you. Your comments have been forwarded on to the head of our Motorglass team who will ensure that they are taken on board and that the team do their best to ensure any mistakes are not repeated. We will also ensure the technician gets to hear your feedback too as I am sure he will appreciate your comments. Thanks again for providing your feedback.
written by Ebird24 on 20/06/2015
After phoning my insurance company I was told nationwide motor glass would contact me with an appointment in 24 hours, they did not. I phoned them the following day and requested an appointment as soon as possible to fix 3 chips on my windscreen. After phoning on the 10th June I was told they could come on Saturday 13th I explained I would be at my parents house that weekend anD I was told that would be fine and they would go to that address. I then recieved 3 missed calls on the Friday and no voicemail. It took several attempts for me to get through and when I eventually did I was told the person who was coming to fix my windscreen did not work on those days! (Why wasn't I told this when I booked!) so it was changed to the following Tuesday, and I told them to change the location to my home address as I would be back from my parents house by then, I was told this was fine and that the day would remain the same. Monday I was phoned again and told they couldn't come as they had my parents address down not my address! Even tho I told them to change it and it would be fine!! It was then changed again to friday and as I was told they do not cover where I work I would have to leave my car at home and my partner could deal with it. When I arrived home only one of the 3 chips were repaired as apparently the other chips were not big enough to be repaired although no effort was made to even polish them out! I do not intend to use this company again and I have now had to go to the expense of paying another company to repair the chips.
Written on: 22/06/2015
Thank you for bringing these issues to our attention and please accept our apologies for all the confusion whilst arranging your appointment. This is not the normal level of service we like our customers to receive and so we would like to look into the matter and find out how you spoke to. We can then ensure that these mistakes are not repeated. As regards the chip repair itself, we are unable to fix chips that are too small, as are any reputable windscreen repair company. We are also unable to polish out small chips as this would create a distortion in the glass. I will be e-mailing you directly so that you can provide me with the information I require in order for us to look into the communication issues. Thank you.
Written on: 01/07/2015
Thank you for bringing these issues to our attention and please accept our apologies for all the confusion whilst arranging your appointment. This is not the normal level of service we like our customers to receive and so we would like to look into the matter and find out how you spoke to. We can then ensure that these mistakes are not repeated. As regards the chip repair itself, we are unable to fix chips that are too small, as are any reputable windscreen repair company. We are also unable to polish out small chips as this would create a distortion in the glass. I will be e-mailing you directly so that you can provide me with the information I require in order for us to look into the communication issues. Thank you.
written by Sveta3898 on 16/06/2015
I called through to Hastings direct at 9:00am Tuesday morning 9.06.15 to register a shattered back window and front windscreen . I had a Budweiser bottle thrown through the rear windscreen of my vehicle. Someone has then climbed into the vehicle and while trying to get into the glove compartment had left a very deep large scratch in the front windscreen. I was passed through to Nationwide Motor Glass , and was greeted by a 'very nice' agent who reassured me that my vehicle would be dealt with and considered urgent. I was happy with this outcome and gave details to pay my excess, and was informed within the hour I would be contacted by a repairer and arrange a time to repair. 20 or so minutes later he was contacted by a Nationwide agent who was 'blunt' informing me that they would only do the rear windscreen and will only be able to come out tomorrow. I was obviously very unhappy about this as I had been told no more than half an hour before that they would be fixing both windscreens and that it would be done that day. The Nationwide agent also informed me that they do not do 'emergency' glass repair and should speak to Hastings, my insurer, if I had any problems with this. I phoned Hastings annoyed, who transferred me back to Nationwide motor glass, and was speaking to someone who had a completely different tone to the first agent and confirmed everything that the agent had said. The Agent told me to get in contact Hastings again if I wanted to take this further. I phoned Hastings and submitted a complaint. Nationwide motor glass called me back and they told me they do not have my windscreen in stock. During this call I was told that his vehicle was not an emergency and that they do not have an emergency service. I then called Hastings back to discuss making a complaint and was told I could only raise with Nationwide motor glass, I was then placed on hold while the agent said he was looking into it and was dropped through to Nationwide motor glass. I then called Hastings Customer services where an agent that has tried to help me further but has had no luck getting a quicker result for me from Nationwide . At this point I was annoyed about the fact that I had already lost 2 days work and was not being treated with respect and being passed from pillar to post and not getting any answers The two days off work became 4 as the first visit from a really nice technician began with the wrong rear glass being ordered and no front windscreen. The second visit I had a back windscreen fitted, but with no front windscreen. On the third visit (Friday) I had a different front windscreen arrive and so had to wait until Monday now. I phoned Hastings who had told Nationwide motor glass that as I had so much trouble, the excess would be wavered. I had been initially told that the excess would not be taken until the job was finished, however Nationwide still took the money and not only did they take it, but it was taken on Friday, prior to the job being finished on Monday. The only positive about this was the friendly Technician who was very helpful and calmed me down. This was a very stressful experience that I didn't need and caused a whole lot of unnecessary anxiety.
Written on: 22/06/2015
At this point I would like to sincerely offer my apologies on behalf of Nationwide Motorglass for the service you have received from us. I cannot comment further until I have more information from the Motorglass team and to get this I will need your vehicle registration. I will send you an e-mail requesting this information and would be grateful if you could please check you spam folder and respond to the email as soon as possible. Once I have further information on this matter I will post a more comprehensive response and will also be able to ensure that any mistakes we have made are not repeated. Thank you in advance for your assistance, it is much appreciated.
Written on: 23/06/2015
We have now been able to identify you and have listened to all the telephone conversations you have had with our Motorglass team. We can confirm that we did not at any time promise you a same day appointment as we needed to order the glass. We did confirm to you that we do not provide an emergency service due to having to order the glass but that we would prioritise your job. We can only assume that as you also spoke to Hastings many times, that it was them that made the same day promise to you. It certainly was not Nationwide Motorglass and I can only apologise that we were not able to do so for you. In recognition of the length of time it took to obtain and fit the correct glass we have agreed to refund your excess. I trust you are pleased with the fitting and apologise for the fact that it took longer than first anticipated and for any inconvenience this caused. Thank you for providing your feedback on this matter as it helps us to improve our service.
Written on: 23/06/2015
Thank you for your response. Obviously this response does not relate to the actual discussions I had from the onset and this implies that I am dishonest. I know exactly what was said from the start, but accept your apology for the inconvenience. I will however consider using a different service in the future and pay extra as I do not need to be left feeling like this.
written by Leblanc1990 on 15/05/2015
Rang Hastings glassline to arrange windscreen replacement on Sunday 10th May. Helpful call centre and took all necessary details and advised Nationwide scheduling team would call me on Monday 11th to get more information and book date for fitting. No call received on Monday, chased on Tuesday and finally put through to correct team, information taken and earliest date that could be done was Thursday 14th but no time or am / pm could be advised. I complained about no one ringing on the Monday and was advised calls done in order. I asked if the fitter could ring me on Thursday am so I could advise which location I would be at and rain was forecast so may need to re arrange fitting. Thurday 08:25 call from fitter to check location and discussed about rain forecast. Fitter arrived at place of work 12:00 but rain was too heavy to install and no undercover space to fit. Advised I had a MOT booked for Friday PM so desparately needed the screen fitted so it would not fail. Fitter very helpful and said would call scheduling team and try to book in for tomorrow (Friday) and I would get a call from the scheduling team to confirm. No calls from scheduling team Thursday pm or Friday. Fitter called again Friday 08:25 to advise I was the first job of the day. Arrived promptly at 09:00, very helpful and courteous, screen replaced quickly and to a high standard. As title says greater fitter but the backend scheduling and communication really needs to be improved and very disappointed with that side of the replacement.
Written on: 18/05/2015
Thank you for posting your review. It is unfortunate that we were unable to arrange a fitting sooner for you and I apologise for the inconvenience you were caused whilst trying to arrange a fitting. We are currently experiencing particularly high call volumes and are addressing the issue so that it does not impact our customers in the way that you have described. Please accept our sincere apologies and rest assured that we are doing our best to continually improve the service we provide.
written by Paul2367 on 12/05/2015
initially thet were very quick to call and arrange to fix my screen , the first time their supplier gave them the wrong screen so they couldn't turn up but to their credit they called me straight away to explain and rearrange .this is when I had the prob, the fitter contacted me to arrange fitting ( this was a Saturday ) and said he would be round At 4 in the afternoon after wasting my whole day I called the customer service centre and they informed me the fitter went home at 1 without bothering to tell me ( I think this was and is very poor customer service on behalf of the fitter ) Another fitter came to where I was working on the Monday and did a great job of fitting the new screen
Written on: 18/05/2015
I am so sorry you received this poor level of service from one of our technicians. This is not how we would expect our customers to be treated and I apologise on behalf of Nationwide Motorglass for the inconvenience this caused you. We will be looking in to the matter and ensuring that all of our technicians are aware of how their actions impact our customers. I will be sending you an e-mail and would be really grateful if you could please respond to it as soon as possible with the information I have requested, thank you.
written by Lucy148 on 20/04/2015
Chipped windscreen, phoned through insurance company. Call centre absolutely shocking! Took four calls to finally get through and make an appointment. Operative was 'ok' didn't really give me any advice or help, literally just booked the appointment and promptly said 'thanks and goodbye'. Tried calling to re-arrange appointment but after approx 15 calls (over three days) with no answer i gave up! Line just kept ringing, and i either got cut off or 17.01 the answerphone kicked in. However, the fitter was extremely helpful and came between the hours stated on the text message. Called a few minutes before he arrived. Lovely friendly guy and very efficient, just a shame about the office!!
Written on: 21/04/2015
Thank you for posting your feedback and please accept my apologies on behalf of Nationwide Motorglass for the issues you experienced with our call centre. We will be looking in to the matter as it is clearly not acceptable if our customers are unable to contact us so we appreciate you bringing the problem to our attention. If you could add a comment to your review stating your registration or full postal code that would be really helpful. We can then find out who you spoke to and the dates and times when you had the issues with getting through. On a more positive note, it is great to hear that our technician "saved the day" and provided you with the right level of service. Again, thanks for letting us know.
written by vpMiranda163 on 16/04/2015
Chaotic and shambolic approach to customer care partially saved by a highly competent glass fitter. The shambolic bit - Had a day at home waiting for a fitter to arrive for an appointment between 9-5...despite calling customer services 5 times throughout the day he never turned up. Each time i rang customer services said he would he never did. Only at 6pm when I rang for the 6th time did they let me know every had gone home and 'my job' was 'off the list for the day' no reason was given and not once in the day had motorglass rung me. They have an extremely passive approach to customer care, that means they do nothing proactive to communicate or let a customer know what is going on, they let it go wrong and leave it up to the customer to resolve. The GOOD bit... the fitter from Southampton area did a stellar job once I had rearranged the appointment . extremely skillfully, professional and clean job. The glass was identical to the original. He was great and saved some of the companies reputation for me. Shame his customer service colleagues don't look to achieve the standards he got to
Written on: 20/04/2015
Thank you for posting your feedback although it is a real shame you did not receive the high level of service we aim to provide all our customers with. Please accept my apologies on behalf of Nationwide Motorglass for the inconvenience you were caused. So that I can find out who you spoke to and why you were given incorrect information so many times, could you please let me know your registration by adding a comment to your review? This will really help us to ensure any mistakes are addressed and not repeated in the future. Thank you very much for your help it is much appreciated.
written by on 07/04/2014
I called for NWG as I had a small stone chip in windscreen. I was told there would be an excess charge of £25 for a repair and took my card details. They came within 4 days but said they couldn't repair it as it was in the drivers "A" line and a complete new screen costing an extra £40 excess (total £65),would have to be ordered. They booked to come the following week. When the man arrived he said he could repair the chip and it would cost the original amount of £25. The repair was done within minutes. On receiving my bank statement a few weeks later, I found that £25 plus £40 in seperate amounts was taken on the same day. I rang the "call centre" and was told there was no one else there at that she didn't have the authority to refund my money and I would have to ring on the Monday and speak to the manager. I rang Hastings Direct who I am insured with as I was furious. They had taken half of my weeks pension in one day!. Hastings rang me back after speaking to the same person at NWG and said it would be dealt with on the Monday but I would still have to ring them to arrange it. I rang NWG on the Monday and got the same person "so much for the "call centre". She was less than understanding, answering my questions with a "yep" and was so disinterested she sounded almost bored. She also said she would still have to speak to her manager, who wasn't there, who coudl then authorise the payment to go back into my account within 3 days..It rather a shame that they could take half my allowance in one day at the stroke of a pen but it wold take 3 days to replace it. I shall be keeping a very watchful eye on my bank account!. As for the repair men, I have no problems whatsoever. As far as I am concerned they did a great job but I am far less than impressed with their office staff.
Written on: 08/04/2014
What a shame that we did a great job for your but let ourselves down with the basics. I can assure you that your comments will be forwarded on to the management at Motorglass (as are all the reviews) and they will act upon the issues you have raised. We try very hard to offer an excellent level of service to our customers and this is certainly not what you have received. Please accept my apologies for the bad service you have received, it is not acceptable and we shall do our very best to ensure it does not happen again.
Written on: 11/04/2014
We have looked into the issues you have raised and I have personally listened to the phone calls that were made by yourself and your insurance company, to our call centre. Whilst there was some confusion as to whether or not your screen needed repairing or replacing, we only took the money from your bank account with your authorisation. The paperwork for the refund was still being processed when you called, which was unfortunately on a Saturday - not a normal business day. This is why we were unable to process the refund when you called. This was explained a number of times, and although I can understand you frustration, there was unfortunately nothing our staff could do about it. We did process your refund first thing on the Monday and I understand it reached your account the same day. I am sorry you felt unhappy with how we dealt with matters but I can assure you our staff were not trying to be awkward or unhelpful. That said, your comments and views as a customer of ours have been taken on board as it is important to us that our customers feel happy with the service they have received from us.
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Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
We will email your when your answer is on the site
Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
We will email your when your answer is on the site
Once we've checked over your answer we will put it live on the site so others can gain from your experience. We rely on members like you to sustain our vibrant community so thanks again, we couldn't do it without you.
We will email your when your answer is on the site
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Nationwiderepairs's Comment
Written on: 09/06/2016
Please accept our apologies for the poor service you appear to have received. So that we can look in to the matter, please could you respond to the email we have sent you via this site, as soon as possible? Thank you.