due to the unacceptable service and safety risks involved. She advised she would escalate the matter to head office and revert to me. To date, I have received no further communication or resolution. The only reason the windscreen issue was corrected was

Dear Sir/Madam,

I am submitting a formal complaint regarding the extremely poor workmanship and service I received following the replacement of the windscreen on my VW Caddy Panel Van under an insurance claim.

On 1 May 2026, an individual jumped onto my vehicle causing damage to the windscreen, right-hand side fender, light and bumper. I contacted my insurer and the claim for repairs and windscreen replacement was approved.

I requested to use PG Glass due to previous positive service experiences, however I was informed that I had to use Glasfit.

On 2 May 2026, I contacted the Glasfit Brynston branch and spoke to Oofy Martyn. I provided my claim number and VIN number so that the windscreen could be ordered.

On 4 May 2026, I was informed that the windscreen had arrived and I brought the vehicle in for fitment.

While at the workshop I personally observed workers removing the windscreen in an extremely careless manner. During the process:

Three cables linked to my dashcam and accessories were ripped out.

My vehicle was left with broken glass pieces on the dashboard, steering wheel and interior.

I was told by staff that their vacuum cleaner “was not powerful enough.”

Upon driving on the freeway immediately after fitment, there were major wind noises from the windscreen area.

I contacted Oofy immediately and was told to “let it settle in.”

The following day, after identifying several areas where air was entering the cabin, I recorded videos and sent them to Oofy. A mobile team was then arranged to attend to the vehicle at my home on 6 May 2026.

The technician, Warren from Glasfit, removed the windscreen again and discovered multiple areas where there was no silicone/sealant app**** at all. Warren himself expressed shock at the poor workmanship and we both recorded videos of the condition of the installation.

Additional damages discovered included:

Scratches on the dashboard

Cut and damaged side pillar plastics

Damage caused during removal and installation

Unsafe sealing that could have resulted in water entering the vehicle

All of this evidence was recorded and sent to both Glasfit representatives and the insurer.

On 19 May 2026, I received another call from Oofy asking only about repairing the fender, despite the far more serious issues with the windscreen installation and interior damage. I requested management involvement and later received a call from Charmine, who appeared unaware of the seriousness of the matter despite all videos and evidence already submitted.

I advised her that I was extremely unhappy and considering exposing this experience publicly due to the unacceptable service and safety risks involved. She advised she would escalate the matter to head office and revert to me. To date, I have received no further communication or resolution.

The only reason the windscreen issue was corrected was due to Warren professionally redoing the installation after the workshop’s failed workmanship.

I am now left with:

Interior damage

Dashboard scratches

Damaged trims

Previously ripped wiring

Significant inconvenience and frustration

Loss of confidence in the workmanship and quality control of Glasfit

I request the following:

A full investigation into the workmanship and conduct of the Glasfit Brynston branch.