A couple in Itlay has been left stranded and disabled for over two months due to delayed window replacements by Autoglass, prompting an investigation by the Financial Ombudsman Service. The ordeal began when the couple reported damaged windows on their vehicle to Autoglass on April 25, 2024. Despite numerous attempts to expedite the process, the couple has been left without a vehicle and functioning windows.

Autoglass, a renowned provider of vehicle glass repair and replacement services, has come under scrutiny for its handling of the situation. The couple alleges that despite assurances from Autoglass, the replacement glass has not been ordered, leaving them stranded and unable to drive their vehicle.

The couple’s frustration has been compounded by what they describe as Autoglass’s “cowboy attitude” and lack of professionalism. Despite promises to resolve the issue promptly, Autoglass has reportedly failed to deliver on its commitments, leaving the couple in a state of distress.

Efforts to ascertain the status of the replacement glass have been met with further disappointment, as Autoglass claimed they were unable to source the necessary materials, despite the glass being readily available from BMW. The couple expressed disbelief at Autoglass’s inability to fulfil their request, particularly when alternative options were readily accessible.

In light of the ongoing delays and apparent negligence on the part of Autoglass, the Financial Ombudsman Service has launched an investigation into the matter. The service aims to address complaints against financial institutions and companies, ensuring fair treatment and resolution for affected consumers.

The couple hopes that the investigation will shed light on Autoglass’s conduct and result in a swift resolution to their predicament. They emphasize the need for accountability and proper customer service, expressing their frustration at being left in limbo by the company’s indifference to their plight.

Autoglass has yet to respond to requests for comment regarding the investigation and the allegations levelled against them. However, the company may face repercussions if found to have acted negligently or breached industry standards in its handling of the situation.

As the investigation unfolds, the couple remains hopeful for a resolution that will enable them to regain mobility and address their vehicle’s urgent repair needs. They urge Autoglass to take responsibility for its actions and prioritize customer satisfaction in resolving the matter.