Autoglass–Better at Forgery than Car Window Repairs

I will start this blog post by inviting Autoglass to sue me if I say anything that is not true or that is defamatory in this post.

I would also advise you that I would be very wary of every using this company. They have visited my mass market car on 5 occasions now to fit a rear window. They have not managed to do that yet, but they have successfully forged my signature, not once but twice. Not a very sensible move in any circumstances, but definitely not when my day job as a lawyer is prosecuting fraud.

Thursday 14 April 2016

I was due to drive from London to Newcastle for a funeral. On leaving home at 0600 to get in the car, I discovered the rear window had been smashed. Not as I initially thought in a break in, but as a result of debris during a storm. Early morning calls to my insurers and Autoglass resulted in them ordering a replacement rear screen and booking the job in for Monday 18 April between 0800 and 1300.

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Later that day, a technician came to clean the broken glass and to make the car weatherproof by putting a piece of Perspex across the back window. Said technician removed the rear windscreen wiper and also the opening struts for the window, and put them in the boot of the car, after carefully labelling which was the left and right strut. Job done and the West Ham supporting technician bade me a cheery farewell and got in his van. He sat outside my home for some time, presumably doing paperwork. He said he would be emailing me a receipt later.

He was true to his word. I received the email later that day. Close perusal of the document shows it had been signed twice by “Peter Bennett”  the customer. The only problem was not only had I not seen this document but I had not signed any other document. I did not peruse the document until the Monday and immediately notified Autoglass.

The reason I perused the document on the Monday is because of events that day….

Monday 18 April 2016

The Autoglass technician came for the appointment. I had arranged to take time off work for the work to be done. The technician arrived at around 11 am, looked at the car and said:

  1. He had been sent with the wrong glass
  2. He was not qualified to fit the correct glass

He contacted his depot and I was advised customer services would contact me that day to deal with my complaint. They did not and it took 4 phone calls from me and still no contact from customer services.

Eventually I did speak to someone from the local booking team and with the help of my neighbour I arranged a new appointment for the following Friday.

At around 18:00 that day I called Autoglass to be advised that customer services had gone home. As a result of this, I decided to write a letter of complaint setting out exactly what had happened and reviewing all the paperwork. It was then I made the discovery of the forgery of my signature twice. The same document also claimed the technician had checked the seatbelts and other things inside the car were working. Interesting that because the technician never went further inside the car than the boot and was unable to have made the checks he claimed, especially as:

  1. I was with him the whole time he did the work
  2. I had the car keys, so he could not have carried out checks that needed the ignition turned on

So on this one document we have evidence of 2 forged signatures and evidence of falsification of work done. Serious allegations you may think. A reputable company would no doubt be quick to contact the customer, to reassure the customer and to investigate the allegations.

I ended up that day writing 2 different letters of complaint, about different issues, but both referring to  the criminal offences. Those complaints were emailed to customer.services@autoglass.co.uk .

Again, a reputable company would at the very least acknowledge those complaints, if they could not be responded to. At the time of writing this blog post some 8 days later there has been no response whatsoever.

Tuesday 19 April 2016

Despite numerous attempts to speak to customer services, I was constantly told someone would ring me back, no one ever did. When I got home from work that evening, I  rang again to be told that customer services had gone home. I was also told that one operator had recorded that I had threatened to make a complaint to the police regarding criminal damage by Autoglass. What criminal damage? I have no idea, I have never suggested any damage was caused by Autoglass.  Seemingly more dishonesty by Autoglass staff, this time reporting allegations of threats that have no credibility.

Now on Tuesday night, I was due to take a disabled couple to a football match, but owing to the fact my car had not been repaired, I was unable to take them. This was obviously no fault of that couple, but they suffered because of Autoglass’s incompetence in failing to managed to order the correct glass.

I spoke to Directline my car insurers and the company who contracted with Autoglass to provide the glass replacement service. They were concerned about the situation and were to follow it up.

That evening, I sent a further letter of complaint to Autoglass and also emailed Directline with the details of the complaints and forgery.

Response to that third letter of complaint? None from Autoglass, but Directline spoke to Autoglass who advised them the matters were being investigated.

Friday 22 April 2016

The third visit of Autoglass and the technician took one look at the car, said he had the wrong glass and left having not done the job. My neighbour had wasted her morning waiting in for Autoglass to do a job for me!

Autoglass depot contacted me and said the way forward would be for them to contact Renault to find out what the correct glass is! Now call me demanding, but wouldn’t you have thought this would be what a competent company would have done from the outset, or at least after getting the wrong glass the first time.

It gets better, Autoglass then rang to say they were coming back that afternoon as it had been the correct glass after all. Autoglass seemed rather surprised to learn that I was at work and would not be rushing home at no notice to be in that afternoon. Eventually, I managed to cancel my plans for the weekend, so I could be at home Saturday morning to allow Autoglass to attend to finally fix my car.

I also spoke to Customer Service at Autoglass and was advised verbally they had my complaints and their legal team were looking into the criminal allegations. Remember those, the forgery of my signature twice by Autoglass and the falsification of the work they had done on the form.

Now, could it be that if I had been asked to sign the form I would have noticed that they were alleging they had done work they had not done? I am not saying anything, but some would draw their own conclusions.

Saturday 23 April 2016

The 4th visit by Autoglass and the first thing the technician asks is have Autoglass provided a replacement wiper because it is likely the old one had seized in removing it. Guess what? They had not, so the job could not be completed. A 4th visit and still the job not done. This time because they had not ordered the necessary part. Strangely the technician knew that a wiper would be needed before he even looked at the car. It is obviously a common issue.

A new appointment was necessary and once again my neighbour came up trumps and agreed to remain home on Tuesday 26 April 2016 so the job could be done.

 Tuesday 26 April 2016

Firstly, I still have not been contacted by Autoglass regarding the criminal offences that their legal team are “looking into”. This is interesting as I have no idea what they are looking into because no one has asked me for any details of the job.

I was contacted by Directline today and their customer services representative advised she had also been told the same thing by Autoglass. No details given to her of what exactly they were doing. It looks to an observer that Autoglass are simply trying to delay matters in the hope that I will go away. They have no real intention of dealing properly with the criminal offences committed by their technician. They can’t take any action against him at present as they have not got any details from me because they will not contact me to get those details.

I received a call from the Autoglass technician at 11@48 to say he was on his way to the car. At 11:58 my neighbour contacted me (she was key holder) to say technician was there. I received no more contact until I arrived home at around 20:00 tonight to find my car in exactly the same condition it was left on Saturday.

My neighbour advised me that the technician said he never had the necessary parts. She told him she was going to call me. He said not to as he would call me to explain the position. Neither he nor anyone else from Autoglass has bothered to contact me.

Not only was this another failed appointment, but the actions of the Autoglass technician denied me the opportunity to contact Autoglass today rearrange the appointment. If the technician had not lied to my neighbour about intending to contact me, she would have contacted me herself and I could have spoken to Autoglass.

As it was, by the time I got home, it was not possible to speak to anyone at Autoglass who was able to rebook an appointment or discuss the matter. I was told someone would call me in the morning from customer services…..now where have I heard that before….

I wonder what would have happened if I had not rang Autoglass this evening, as they appear not to want to contact me regarding the unfinished job.

I have emailed yet another letter to Autoglass to the customer.services@autoglass.co.uk address and also to the customer services manager at Autoglass who claims to be dealing with my case.

 

So where are we now?

12 days after reporting the claim, my car has not been repaired

4 letters of complaint written, but not one of them has been acknowledged

Serious allegations of criminal behaviour on the part of Autoglass representatives completely ignored.

Both myself and my neighbour have spent days at home waiting for Autoglass to do work which they have failed to do or failed to complete

I am surprised that Autoglass issue vans to their technicians, horses are what cowboys normally ride

So be warned, Autoglass are unable to carry out simple replacement of broken rear windows and are more worryingly they are quite happy that their representative falsify documents and forge their client’s signatures

 

A couple of extracts from the Autoglass website reveal the following gems:

The quality of our technicians

Our National Skills Centre in Birmingham – the first ever automotive glazing training centre accredited by Thatcham and the IMI – provides every technician employed by Autoglass® with a rigorous training programme to ensure the highest quality of workmanship.

Autoglass® is also proud to hold the ISO 9001:2000 Certification of Quality Assurance

 

I wonder if they teach their technicians to :

  1. Forger signatures
  2. Falsify documents claiming to have done work they haven’t done
  3. Lie to customers / key holders

 

Now what about their legendary customer service. Their website boasts:

We’re here to help

At Autoglass® we do everything possible to get things right first time, every time. However, problems can occasionally occur and if one does we guarantee that we will act quickly to put matters right. In the unlikely circumstance that you do experience a problem simply call our dedicated Autoglass® Customer Care Line NOW on 0800 011 3896 FREE to speak with one of our Customer Care Advisors.

“Problems occasionally occur and if one does we guarantee that we will act quickly to put matters right”

“Problems occasionally occur…”? – only if occasionally is 5 times in 5 visits to complete one job that should take less than 2 hours to complete. Oh and the job is still not completed

“….if one does we guarantee that we will act quickly to put matters right”? – Not sure this guarantee is worth the paper its printed on. Not only will they not act quickly, neither will they put matters right.

The website just adds proof that Autoglass cannot be trusted with anything they say or do.

So Autoglass, can I expect a writ for defamation? Remember that a defence to allegation of defamation is truth….

Autoglass–Better at Forgery than Car Window Repairs

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Not the Best 36 Hours

So, Thursday, I was due to drive to Newcastle and back to London to attend a funeral of a close friend’s mother. a 600+ mile round trip in a single day.

I went to bed around midnight on Wednesday night and was woken up at 0100 by water dripping onto the bed. There was a storm outside and it seems somehow water was getting down the side of the chimney stack. Not much water and nothing I could do, so I slept on other side of bed.

0500, alarm goes, I get up, get showered, sort out my suit etc and at just before 0600, I leave the front door of my house to set off to drive to Newcastle, only to be confronted by this sight

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The car was backed up against the front window of my house. Gutted, it looked as though car had been broken into. Further investigation revealed that none of the neighbours cars had been damaged and nothing had been taken from my car. In fact, nothing had been disturbed in the car.

Clearly, the car couldn’t be driven in that state to Newcastle. I was unable to hire a car at that time in the morning and flights or trains would not get me to the funeral in time. I could not therefore attend the funeral.

Later that day, when Autoglass attended to secure the car, discussion with the technician led me to believe the cause of the damage was probably a piece of metal either falling from the roof or blown up by the storm the previous night.

So that was 2 things gone wrong in first 6 hours of the day.

Wednesday night, I put my tea in the oven, turned the oven on and left it to cook for an hour. Going back, the food had not cooked. Why not? Well the oven was definitely on, the gas flame clearly burning and the oven hot. That was the bottom oven, and like a mug I had put my tea in the top oven.

One of the things I had intended to cook was a jacket potato for my lunch at work the next day. So just before I went to bed, I put the potato in the main oven, set the temperature and put the timer on to turn the oven off after the potato had cooked. Now the timer only works on the bottom oven and the food was definitely in the bottom oven.  Waking up the next morning, the timer had worked. The jacket potato was still raw though. So what  had gone wrong? Well this time I had turned the top oven on, so it had been burning gas for 6 or 7 hours but not cooking anything.

Oh well, I set off to cycle to work intending to buy my lunch at the local supermarket. Not any great hardship really. When I got to work, I realised I had not taken my wallet, so now I had no food and no money to buy any lunch.

Then when I went to go home, I realised I had also forgotten to take my bike pump with me to work. Fortunately the bike tyres were not flat yet, but if you are a cyclist you will realise you only get punctures at inconvenient times. I was surely going to get a puncture on the way home, especially as I had no money to take bike on train home in the event of a puncture.

No, I never got a puncture, but it did rain heavily all the way home, so by the time I got home, some 15 miles later, I could wring out all my clothing. Indeed my shoes, despite having overshoes on, are still wet some 48 hours later.

As the song goes, Things Can Only Get Better – I hope

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It’s Bigger Than I Expected. It’s Eye watering

Well the 3rd Annual UK Police Unity Tour is over. It ended with ano eye wateringly big one .

Today was a 9 miles ride for our bunch of around 125 into the National Memorial Arboretum for the COPS survivors weekend.

We were honoured by COPS to be awarded their volunteer of the year award. I feel humbled as all we do is have a (nice?) bike ride.

The Memorial Service is as always eye watering when you gear the survivors tales. I am not even going to try to put in words the accounts we heard.

COPS work to rebuild shattered lives and thanks to your donations we were able to hand over a cheque for £75,000 to COPS from  this year’s ride.

To think in 2013 20+ idiots on bikes set off on a ride and now we raised that much in one ride this year.

Thank you all.

There is still time to donate at http://www.justgiving.com/Spen-666

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A Blow Job and a Threesome

Well the 2nd day of the 2015 UK Police Tour riding is over. Now its time for the awards ceremony, the refreshments and of course that threesome. The blow job has already happened.

Today was a 65 mile romp (?) from Milton Keynes to Tamworth, via the Hinckley Point Hotel. Basically we rode out of Milton Keynes onto the A5 and pretty much stayed on it nearly all the way to Tamworth, with a few diversions for extra hills.

The ride today was along rolling countryside. We climbed around 2700 or so feet. This was pretty much the same ride as last year, but the hills were so much harder this year. Why? You may well ask. Its not because the Highways Agency have increased the size of the hills. It was because its hard to ride hills when you are having a blow job.

Stop sniggering, I am referring to the 20 mph head wind we were riding into all day. What exactly were you imagining.

Lunch today was like last year with the COPS survivors at the Hinckley Point Hotel and a chance to meet the widow of the officer I was riding in memory of.

Then it was a 20 mile ride to Tamworth with a killer hill 2 miles from the hotel just to catch you off guard.

Its not too late to sponsor me https://www.justgiving.com/Spen-666/ or by texting “COPS 93 £10” TO 70070

Last night I had a room to myself, but tonight I am sharing with one of my fellow ride marshalls. The threesome? Well I am also sharing my room with someone very special, or rather something special. Yes I have my bike in my room.

 

Tomorrow is the 10 mile ride to the memorial service at the National Memorial Arboretum and then a trip back to London and then a drive to Newcastle.

Right time for some R and R as there is a pint with my name on at the bar.

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Wet Wet Wet

There really can be one  only way to describe today


Today was the first day of the 3rd UK Police Unity Tour. The 2 previous rides have had opening days that were scorching hot days. Last year the ride started on what was the hottest day of the year.

This year was rather different. 93 riders set off from thr Police Memorial on the Mall in London and road via Bushey, Luton, Biggleswade and Ampthill to Milton Keynes where we stayed at the Holiday Inn.

We rode a total of 85 miles.

 

2 years ago 20 of us ventured out on the first UK Police Unity Tour. We now had to limit the event to 100 riders ( with drop outs we had 93 starters). Incidentally there was a ride in Scotland last week and 2 other rides setting off from Norfolk and Leicestershire. Thus a total of 162 riders will have ridden this year. We have already raised over £65,000 this year and over £120,000 in 3 years for COPS. Its still not too late for you to donate online via  https://www.justgiving.com/Spen-666/ or by texting “COPS 93 £10 to 70070.

The ride this year took place in torrential rain. We were out in the rain for 10 hours today, including stops and a very moving wreath laying ceremony by a father and member of the PUT at the spot where his son was killed.

I do not have photographs from today as it was too wet. Its now 23:30 at night and my kit is still literally dripping wet. Tomorrow will be an unpleasant day having to put on wet kit and wet shoes. However it is nothing compared to the sacrifices made by officers who gave their life to their job.

I rode for several miles today with a lovely young lady who was doing the ride with her mother. She lost her sister a number of years ago in an horrific incident in Manchester . They saw us ride to the National Memorial last year and decided they wanted to do the ride. What made this so special was to see the father who laid the wreath where his son died, helping the mother to get up the hills. A great example of the COPS spirit. Survivors helping survivors.

Today was rounded off with a few beers and a curry with fellow riders, and sharing old war stories.

Hopefully a longer post tomorrow and a drier ride

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Je Suis Charlie

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The Nursing Times Issue 3

They say a picture is worth a 1,000 words. So imagine how many words a video is worth in describing my day.

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