Formal Complaint – Unacceptable Service, Poor Communication and Lack of Accountability

I am extremely upset and disappointed as I write this review. The level of service, communication, and accountability I experienced from PG Glass was completely unacceptable.

I submitted a claim through my insurance for a vehicle glass replacement on a Friday. PG Glass contacted me on Saturday and confirmed my booking for Wednesday. I then received two WhatsApp messages confirming that I needed to be at the branch at 08:00 on Wednesday morning, which I made every effort to do.

When I arrived, I was told that my insurance had apparently not sent through the authorisation. I then had to take the initiative myself and contact my insurance company to establish what was happening. My insurance confirmed that everything had been completed on their side. The PG Glass consultant then contacted my insurance, and it was eventually established that the issue was actually on PG Glass's side.

What makes this situation even more frustrating is that PG Glass had not even ordered the correct glass. Nobody communicated this to me beforehand, and nobody explained what was happening with my booking or how long I would have to wait.

Instead, the responsibility was initially pushed onto my insurance company. I was then told that PG Glass would order generic glass, which was not the correct glass required for my vehicle. Once again, I had to take matters into my own hands and contact my insurance company to clarify the situation.

My insurance then informed me that t PG Glass just moments earlier advising that a temporary glass would be fitted and that I would then have to wait 7–10 working days for the correct glass. This entire situation was never communicated to me by PG Glass. I had to continuously make calls and chase information that should have been communicated to me from the beginning.

This is completely unacceptable.

I made the booking in good faith, arrived at the confirmed time, and expected the work to be handled professionally. Instead, I was inconvenienced, given conflicting information, and left to do the investigation myself just to find out what was actually happening.

What is particularly concerning is that we live in a country where vehicle security and crime are serious concerns. Having a vehicle left without the proper glass, or having to wait an additional 7–10 working days because of poor communication and lack of preparation, is not something that should simply be treated as an inconvenience.

This was my first experience with PG Glass, and unfortunately, it will also be my last.

I expect companies handling insurance-related vehicle repairs to take responsibility, communicate properly with customers, and ensure that the correct parts and authorisations are in place before confirming appointments.

I am extremely disappointed with the way this matter was handled and feel that my time, safety, and inconvenience were not taken seriously.