*Dismal and Poor experience at Autoglass GUILDFORD*
Ref - 01922883 , Ref - 01945089, Ref - 02054513
1st visit to Autoglass Guildford on 19th November 2025 (1400 hours till 1830 hours) fitted windscreen from AGM Automobiles, HUD. Technician had trouble recalibrating and stated all done only to find out the new screen was reflecting the contents of the dash including the HUD housing etc and the lane departure assist and security features all stopped working. Technician failed to perform calibration of ADAS and stated the security features of the car wouldnt work but car is drivable and I would need to come back another day.
2nd visit (01922883) 1st Dec 2025- Same technician stated they didnt have time last time so would calibrate properly this time. Technician returned after 45 mins and sends someone else yet again who states its all done. I asked if the security features of my car were working to which he stated he doesnt know but they have done the calibration. I stated I would test the car and be back if the security features like lane assist were not working and he stated yes. As suspected none of the safety features of my car were working and I took the vehicle back.
I returned to the Autoglass Guildford dealership within 20 minutes and rang the bell at reception and waited ( no one came ) I rang the bell again and after a period of wait someone completely different , a technician by the name of Sean FULLER came and said " What's up? I stated I was here for a recalibration/warranty claim and was told to come back if there was a problem. He stated - We have recalibrated your vehicle and there is no problem with it. I stated there is definitely a problem as the lane assist feature and other safety features were still not working to which he stated and I quote "Have you turned it on and off again". I told him if he could get in my car and we could drive together so he could see that lane departure/lane assist and the other features were all not working and his reply was and I quote "MATE I DON'T KNOW WHO YOU ARE I AM NOT GETTING INTO A CAR WITH A STRANGER, I YOU HAVE A PROBLEM TAKE IT UP WITH THE HEAD OFFICE". I then stated I wasn't someone random but a customer but he stated "I DONT CARE WHO YOU ARE MATE". I asked to speak with a manager and he stated "NO ONE'S GOING TO COME MATE THEY ARE ALL IN A MEETING". I insisted to speak to a manager and within a few minutes a manager appeared. She was very polite and apologised for the rude behaviour of FULLER. Autoglass please train your staff and look at the reviews on Google for Autoglass Guildford, most of the reviews are about rude staff at this location.
Another manager from Autoglass - Aaron was visiting from Autoglass Basildon came to assist and he was and has been impeccable. Aaron apologised and stated he would get in the car with me and upon a test drive admitted the features of my car were indeed not working and admitted to the reflections on the windscreen even on a rainy/dark day. Both managers stated that the original windscreen for Volvo would be needed and will be ordered and fitted by them.
I lost faith in the Autoglass dealership at Guildford which was the closest to me but after being fobbed off and treated like garbage on two occasions I am sure this is within reason that I definitely wouldnt be visiting that site again.
I since then requested to be booked in at Autoglass Ashford which is approximately 87 miles away from me but under Aarons care, although this is my decision to travel that far but I didnt see a better option and needed my car and its security features fixed.
Visit to Autoglass Ashford on 12th Jan - Very impressive customer care from Craig who is Aarons lead technician who stated ADAS calibration will be done properly and original Volvo glass will be fitted which will solve all the issues. 30 minute wait only to be told that the original glass had cracked and they would have to order another one. No one to blame and just unfortunate but I travelled 174 miles with no end to this crusade.
Manager Aaron booked me in yet again and kept me informed and has since managed to book me in for the fourth time with Autoglass on 30th Jan with second original Volvo glass on order. (Fingers crossed)
I have since complained to my Insurance company who forwarded my complaint to Autoglass. I was refunded my excess but I have lost 4 days because of this nightmare and will have travelled 400 miles who will give this time back to me?
I was told to take this up with Autoglass customer care who are yet to reply to my complaint sent to Complaints Manager at Belron and customer care team at Autoglass on 13th Dec 2025
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