It took 2 weeks to get an appointment, then, half an hour before the 2 hour appointment window, received a call (at 14.30) saying the engineer had called in sick. Rebooked for the following Tuesday and the engineer turned up with a new windscreen but no new rubber seal thus the job couldn't be done again. I called the following day after losing several hours pay and complained and tried to rebook another appointment. The new appointment was for 2 weeks time. Looked on their website and all complaints will be responded to within 4 working days. Nothing happened so I called again and escalated the complaint (their words, not mine). New appointment came through between 08.00 and 16.00. Thinking this was too broad a time span, I called and was told that the day before the appointment I would receive another text telling me the 2 hour window in which the engineer would come round. I duly received a text saying that 1 engineer would be here between 08.00 & 10.00, then another text saying a different engineer would be arriving between 08.15 & 10.15. Imagine my surprise when, at 10.20, no one had arrived. Phoned to complain (again) and asked what had happened to my last complaint. There was no record of my previous 2 complaints!! Made another complaint there and then and, during which, was told that the engineers had arrived (by this time I'm on my way to work). The job was done in my absence and I waited for the complaints procedure to run its course. Received a call from a lovely lady and I recounted the whole sorry saga. On their website it states that any appointment cancelled after midnight the day before, a £35+vat fee would apply. I was told by this lady that they have to charge this for having their time wasted. When I asked what recourse I had for claiming my wasted time back, she stated there was none but as a gesture of good will, they would give me a £20 high street voucher (which I doubt they would have paid face value for). I was told that an invoice for £80 was outstanding and it needed paying. I will NOT be paying this!! As they are the only approved company through my insurance, I shall be complaining in the strongest possible terms to 1st Central Insurance, suggesting that they stop using Auto Windscreens and telling them that they can claim the £80 excess from Auto Windscreens. Auto windscreens... Rubbish customer service... DO NOT USE