Smith & Smith

Smith & Smith Henderson repaired my windscreen yesterday and I couldn't be happier. The staff were friendly, quick and professional. Over the years I've used a lot of automotive repair places, and had a lot of different experiences. These guys are great and I recommend them.

I had an ok experience when I dropped off my car, however during pickup I noticed that the car had a lot of dirt and scuff marks on the bonnet, technician swiftly wiped it with his hands when i questioned, I later noticed a lot of dirt inside the on the dashboard and the upholstery, which is light colour and very noticeable, I had to clean everything my self and was an inconvenience, I expected a much better service from Smith & Smith knowing their reputation.

You guys Delayed and Delayed the work that needed to be done. I've decided to get the windscreen done with another company.

Are there any ratings below 1, because trust me, their service is hopeless, ignorant and more of literally yelling their customers away. This team is a bunch of useless piece of s.h. I.t
This incident is regarding date: 24/02/22, time: 12.30pm and location: Smith & Smith Lincoln Road. Situation: white S. U. V

My visit was OK, Thomas made me welcome and gave me all the help and information I needed. I haven't yet got the job I was quoted on done.

Excellent service from this branch. My vehicle was broken into and they very kindly cleaned up all the glass and taped perspex as a temporary measure for me to get back to my home town. Great service!

ABSOLUTELY TERRIBLE SERVICE, DO NOT GO HERE OR ANY SMITH & SMITH BRANCH. I had to wait over a week to get a booking time to replace my rear window. When I got there, they had ORDERED THE WRONG GLASS. Incredibly inconvenient and upsetting considering window replacement is meant to be their core service. They made me wait another 2 weeks to get another booking. I went to the second booking today - they ordered the wrong glass AGAIN! APPALLING SERVICE. Their office then wouldn't answer the phone so I was told to wait until they call me back to rebook again. I made a written complaint two weeks ago - they didn't respond. I tried calling them and was on hold for over 30 minutes - they didn't answer or call back like they promised. Massive inconvenience, terrible service, not worth going to Smith & Smith. DO NOT USE SMITH & SMITH!

I experienced very poor organizational service. There is no way to get through on the phone. The call back service is over 30 minutes sometimes hours. They cant follow instructions on when to call you back if you are not available to take calls while on duty. When I took my car in to have a new windscreen, there was no one in reception, they rang after 20 minutes to say they did not have it in stock. So now I have to wait to organise another day where i can take a day off get a lift and finally get it fixed. The actual staff were nice.

Service was professional and job was done ahead of time. However, a drop off / pick up service for the customer would be greatly appreciated.

Made a booking for a windscreen replacement, turnaround for a replacement was quick, however what is the use of a booking time when the information given is not used upon drop-off? Gave information that my insurance covers glass replacement, and told they would deal with my insurance directly for the costs, repeated this again at drop-off and yet was still charged for the works and now have to deal with insurance to get credited for my payment. To top it all off, drop off at 10: 30am, call them at 4: 30pm to check on status as I was told I would get a text or call when completed. From my call I was told then that my car was already ready for pick up. After closing time (5: 09pm), I get the automated text that my car will be ready for pick up from 1: 30pm - glad I called or would have had to wait until the next day to get my car back.
Cherry on top, name spelt incorrectly on the booking, and hoping that my invoice will indeed be emailed to me as they said - given my name is in my email address.
Can't fault the workmanship for the replacement for the time being, however the service overall today was sub par at best.

IT WAS THE WORST SMITH&SMITH EXPERIENCE EVER!

I recently replaced a front windscreen from Smith&Smith Henderson. After replacing it, the paint on side frames of the windscreen came off. It was fine until then. Because they were only small parts. Also I already had some scratches on the car. So I didn't expect to receive any big compensation. May be just few paint touch up could do.

But Smith & Smith asked me to bring a quote from my panel beater, so I had to travel to my panel beater who is quite far from my place to get a quote. And I had to go back to the Smith & Smith and give them the quote.

But then the words changed. The manager called a panel beater next to his company and got a quote from him again. He said they usually get two quotations. But he was still not happy with the quote and he asked me to visit another panel beater for a quote. When I didn't answer, he said he would take a picture and send it to me. I got annoyed and asked if it was because of the money. He said no and said because the panel beater is a big company. Then why I was asked to bring my own quotation in the first place and why he called the panel beater next to his office?

The problem isn't just this. The plastic packing on the side of the windscreen was also incorrectly assembled, so they had to redo the work. They also broke the ornaments hanging on the rearview mirror, which was a gift from my friend. The engine oil sticker was not re-attached, making it impossible to know when to change the engine oil. The technician is bad, and the service is bad.

He kept telling me "Let me do my job" a few times, making me feel like I am a badass guest. I wasn't stopping him to do his job. He was not doing his job properly.

I never thought of making this much of a problem. I was fine with just some touch ups and I was fine with the broken ornament. But the manager's attitude made me so angry.

Terrible service! They said to allow an hour as it was only a small window chip. I turned up on time, waited 15 minutes for someone to asked if I'd been attended to yet. Then another hour waiting in the car until I went back in to find out what was taking so long. Got a sorry and that it would be another 30 or so minutes. Gave up - no one to take any responsibility - just a lot of people saying the same thing "sorry". Had to pay in advance - no problem, only of course they couldn't refund my $99 without going through management. Rang the call centre to ask when my refund would come through and to provide feedback. That only made things worse as call centre staff have no ability to do anything - could only put me back to the staff at the branch which is of course where the problems started and no resolution. Hours later still no response! I realise things go wrong sometimes - it's how these things are handled that rattle my cage. In this case one of the poorest responses I've had. Maybe some of the money that is poured in to getting business could be spent on training for how to handle complaints and respond to issues. But who am I know - I'm just another customer!

Had my windscreen repaired today and they did an immaculate job but it was the customer service from start to finish that made my visit enjoyable. I didn't get the name of the man who served me first but he was laid back and awesome. Thank you

The Person I spoke, he’s very polite and very good. Work wise, I can give 10 points but it has only 5 hahah. I love the work and I definitely suggest to my well wishers. Thanks very much for ur service. Continue ur Great Jobs.

Today I had an awesome customer service provided by Paul at Smith and Smith. Very polite and following covid restrictions to a T, very formal and clean work done on my window. Would recommend to whanau and friends. If I could give a higher rating I would.

Absolutely Amazing thank you so much im really bad with names but i really want to thank you for your help and understanding my situation you guys went above and beyond A+

***MAKE SURE THEY DOUBLE CHECK THE REPLACEMENT WINDSCREEN IS NOT DAMAGED BEFORE LEAVING***

We took our car into this branch expecting the windscreen to be replaced. They ensured they had the replacement windscreen was there, but did NOT check if it was damaged.

We left the car with them at 2 pm (we needed it that day), however they called us around 5 pm notifying that the windscreen replacement was DAMAGED with a chip on it.

If you take your car in, get them to double check the replacement windscreen isn't damaged, because they don't check until later. Not good enough in my opinion. (They say this is common as well)

Excellent service, insurance was all sorted when I arrived, and all I had to do was find something to do for a couple of hours until my windscreen had been replaced. Thanks

I was told by a technician that the work can go ahead and there is no problem, the glass was recently changed and the rubber looked new. Almost an hour later, another guy rang me to say the work cannot be performed and I have to come back a week later. The guy I spoke to at the facility was very rude and corrective, almost like a robot. He said the opposite of the technician. They weren't even wiling to try to change it. I took a day off for this appointment and dealing with the manager was awkward and difficult.

Good efficient service. Customer service also great. Would rather pay a little bit more with these guys then go with cheaper independent company.