2,249 reviews
I contracted O’Brien Electrical for a solar and battery installation. Almost 3 months later the system has failed its inspection, remains uncertified, and I have lost multiple days of annual leave due to their chronic failures. I even escalated to the CEO. It made no difference whatsoever. From the very beginning, scheduling was mismanaged by… Read more
[Name Removed], who had no visibility over what his team was doing or how long the job would actually take. He assured me the entire installation would be completed in a single day. When the technicians arrived, they told me the job would take five days. Five. [Name Removed] had not only failed to communicate this to me, he apparently had no idea himself.
I escalated my concerns all the way to the CEO of the company, who personally assured me the job would be completed properly and on time. Those assurances proved just as hollow as every other promise made throughout this experience.
The scheduling chaos continued without interruption. On one occasion I was guaranteed a 7:30am start and explicitly promised a 30-minute courtesy call before arrival. I waited all morning. I called head office repeatedly and was told each time the team was on their way. Hours passed with no update and no honesty. The technician finally turned up unannounced at 5:40pm — no call, no warning — after I had wasted an entire day waiting. This happened across multiple days of lost leave. Every cancellation came with fresh guarantees from [Name Removed] that the next date was locked in. Not one was honoured.
When technicians did show up, they were candid about the dysfunction they work within — regularly dealing with angry customers over scheduling failures, and spending their time rectifying botched work left behind by their own installers. These are capable tradespeople being set up to fail. And when the inspector came, the job failed certification and required rectification work. That triggered yet another round of the same behaviour. Cancellation after cancellation. Promise after promise.
6 months in since engaging them and still waiting for final completion. This company is a joke.
Great communication from the company and the tradesman meant I was in the loop for the day and time of the work. Clean perfect job and nice people. Good as new Show details
Reviews with attachments
Nice people to deal with & Excellent service. 100% recommend these guys plus the car was ready pretty quick. They do it right the first time with no need to return to have anything fixed. Show reply
Had a incident on my birthday leading to a massive window bring broken smashed rang on a Friday morning got a quote immediately n even tho was a long weekend had a lovely workman named lee out to me within a few hours job done within ten mins n cheaper by far than I thought ,better glass than I originally had I come bk n definitely recommend this… Read more
company to anyone needing glass replacement yould b crazy to go elsewhere these guys r solid thank you O'Brien
An excellent experience – We have installed Solar on our home and I am delighted to report that Nat and his team were amazing to deal with. All the info we needed was carefully and professionally explained and the installation team did a fantastic job. I can highly recommend O'Brien for any service you may need!!!! Malcolm Calder. Show details
Best Customer Service – From the start of my enquiry to repair a window to the quick response and repair same day to the ordering of the Tint that was required to match the other windows and install this business displayed quick courteous and prompt service and kept me up to date throughout the whole process. I'm very impressed. Show details
Friendly, Fair Price – Good price very good customer service and done quickly. Called at 9am on a Tuesday minutes after the stone cracked our window and by 1pm following day it was fixed.
Came promptly after an attempted break-in - on a Sunday, via RACV insurance call. The promptness was great on a sunday, the glass was good. But the price and quality of caulking was not. Make sure to get a quote upfront before commencing any work. $667.68 for one pane of glass replaced (1155 x 842 ). Show details
Apia full insurance coverage for windscreen and glass. O'Brien are direct provider and make it impossible to claim. It's a set up Show details
- +2
Very poor workmanship and worse customer service O’Brien’s Glass advertise that all work is lifetime guaranteed, but my experience at the Traralgon branch proves otherwise. I had a windscreen fitted and immediately noticed poor workmanship. Glue/primer was left smeared on the bonnet, and the vehicle’s gutter strips were bent, creased, and… Read more
deformed during the fitting process.
I lodged a claim and took the vehicle back to the Traralgon branch. From the moment I arrived, the branch manager was rude and defensive. He outright denied responsibility for the damaged gutter strips, despite it being blatantly obvious they were damaged during the windscreen installation. When I pointed out the glue left on the bonnet, he went quiet because he clearly couldn’t deny that.
He handed me his business card, and when I again asked what O’Brien’s was going to do about the damaged strips, his response was “nothing.” After pressing him, he mumbled that he would speak to his fitment supervisor and then walked off.
Completely dissatisfied, I rang O’Brien’s head office multiple times afterward and was given the run-around. I was told people would call me back — no one ever did.
I am now forced to involve my insurance company just to get this resolved.
For a company that promotes a lifetime guarantee, this has been an absolute nightmare. Poor workmanship, poor accountability, and terrible customer service. I would not recommend this branch to anyone.
- +1
If I can give a negative star rating I would. Been booked in by RAC and was cancelled 3x. What a load of cr#p. Don't believe their 4.7 star review claims on their website. You can't even leave a review on their website. I wish this company ill will. Show details
WORST PLACE FOR WINDSCREEN WORK I had my car windscreen replaced at O’Brien AutoGlass Cranbourne few week ago after being referred by my insurance company. When I picked up my car, I didn’t inspect it on the spot because I expected the job to be completed professionally. Unfortunately, once I got home, I noticed fresh scratches on the door sill… Read more
panels near the front doors on both the driver and passenger sides. The paint was clearly damaged, and these marks were not present before the job. I also found dirty footprints and debris on the car floor mats, which strongly suggests that the installers stood inside my car while fitting the windscreen, without proper protection.
I contacted O’Brien head office, who asked the Cranbourne branch to follow up. I returned to the branch for inspection, where the manager on duty immediately denied responsibility. She initially claimed the scratches were on the rear doors and were “normal wear and tear,” which was incorrect. The rear marks were old, while the front door sill damage was fresh and clearly different. Later, she changed her explanation and stated that their installers use their own mats to stand on, contradicting the condition in which my car was returned. When I asked to review the CCTV footage, I was told it would be checked and I would be contacted. After several days with no response, I followed up and was then told the footage could not be shown due to “privacy reasons.”
If CCTV exists but cannot be used to resolve legitimate customer damage claims, it raises serious concerns about accountability and transparency. Overall, this experience was extremely disappointing. My car was returned in worse condition than when it was dropped off, and the response from management was dismissive and unprofessional. I would not recommend O’Brien Cranbourne to any one
Find out how O'Brien compares to other Services
Know better, choose better.
Hi O'Brien team, Today, I've been to O' Brien in Artarmon for a chip repair in the windscreen. The chip was a miniscule round chip. We've noticed it was taking much longer than 30 minutes and 3 of the staff were coming to my car to take a look at the window screen a few times as if something was wrong. They took over 1 hour to repair it. … Read more
When I've drove the car away on the road, the sun reflection shown a crack side ways instead the little round dot it was there in the first place.
I've stopped the car and could feel with my nail the crack which now is horizontal, it felt more evident than when it was the little dot before the repair.
The reflection when driving against the sun after the repair is giving a glare to my eyes depending the angle when the sun hits the windscreen. Something inexistent before the repair.
I've drove back to O'Brien and asked one of the staff which examined my window screen and said it was all ok. He advised there was nothing wrong with it.
What to do now? This is a very unsatisfied result. From a tiny round dot chip to now a horizontal crack lid that is showing glare when I drive.
Look, I have no complaints about the staff. They were all great, polite and I even chatted about the QLD hails and how O'Brien has been busy sending staff over to QLD.
I just would like someone to take a proper look at it and see if you can do the job again to try fix it better.
Regards,
I have also sent the same message to O'Brien feedback@obrienglass.com.au
1 week has passed and I had noone contacting me or replying to my email.
- +5
Took 20 minutes after booking scheduled for 3pm , the same time finishing previous booking to start. With hindsight , and the stares, ‘ now get outa here ‘; after driving out my, car . Sporting it’s brand spanking new newly DENTED rear door, undoubtedly parked so I’d I immediately notice . ’see’ for myself ,their attention to detail, in so… Read more
far as causing , ‘wilful damage to customers vehicles’ . intentionally made ‘Dent’ , in my rear door Despite being informed that their three o’clock was ready . One replied back to the female office staff , With a ‘tone of sheer & utter Contempt’; ALRIGHT ‘We KNOW’, . i.e ( maladaptive behaviour ) I’m sitting back thinking; great, the worst was yet to come , as it did as just mentioned. , I just called today, same staffer ,& sent pictures , “asking if I’d spoken to the boys” , I replied yes they’d like that encouragement on a job well done, sure they’re loosing sleep with feelings of ‘remorse’ , need to unburden themselves. Didnt replace plastic lugs that were removed, nor tighten the windscreen wiper, or even position it correctly. The former staff member . Made no ‘comment’ either ‘ regarding the pics of the dents, only the written word that accompanied said pictures, “ Just the photos please, we don't need the commentary. We can have a conversation when you bring the car in for inspection “. Just negative body language non verbal communication, all I picked up on , & over the phone deny & lie despite the tone the staff member is treated to, from her work colleagues, covering for them, . More of that conversation , will happen ,.
last pic , after I adjusted, correctly positioned driver side wiper, so it wasn’t resting on passenger side, & wiped the entire windscreen, despite my cracking the plastic cover, checking if they bothered to tighten the passenger windshield, ‘ black tape holding cover on. Windscreen hasn’t fallen out, that’s something .
Just spoke to [Name Removed], Mnger , saying I’ve escalated this complaint, if you’re not happy with the job . Was not part of the job to damage ( DENT ) my car . & the actual job, was not done correctly, loose, not positioned correctly as when disassembled . ( I had to. Re- ADJUST . !!!! . He responded , k pop around to my mates , body shop , around the corner , he helps me out’. Wasn’t at all keen on doing so for me I was soon to discoverer . He looked around the car saying there’s dents all over it. Yes ,Two on either rear doors, that a dent puller would pop out. Totally, “unrelated to my reason for being here finally focusing on the main large one. Saying ok leave it with me I’ll give him a call . { BUT I’m Not Going to RE-PAINT it } . A clear indication of the severity of the premeditated attack on my vehicle , by the rogue employee . So hence it became pretty clear to me straight up, ‘ nobody intended to take genuine responsibility for the damage done. The body shop owner, finishing with, right “ you can go now “.
Latest follow-ups
Insurance preferred we used O'Brien's. Could NOT get through on the 1800 number after trying for 2 days. Wrote to them on Messenger and they had a person call me back 2 days later. He made a booking at a workshop far from our premises even though I… Read more
pointed this out and said he would confirm it via email - he never did. 2 weeks later we got a call from the workshop saying where are you? Took the vehicle in and when we got back to the office they called and said come and get your car, the replacement windscreen was cracked. Cannot get a hold of anyone to say what's happening - they won't hand out the individual branch numbers so bit hint - DO NOT USE O'BRIENS. Spend more money on training staff rather than tv ads and you might become a decent company
Follow-up · Did not offer an alternative. Very disappointing company. We'll never contact them again
I went for a quote to get broken side glass replaced. O'briens just stuffed me around sending to a different section. After over a week o'briens said it was up to southcoast to supply the info. So I contacted southcoast and they said o'briens were… Read more
handling it. Total incompetance and couldnt care less. So I contacted an alternate supplier and had the info plus quote within 12 hours, and screen fitted within a week. I certainly would not recommend southcoast windscreens or o'briens glass.
Follow-up · Never even got a quote, so no warranty applicable. They never even gave me a quote, they just don't care. In the last week alone, I've heard 3 adverse stories about this company. THE NEW SERVICE WAS EXCELLENT, PROFESSIONAL, PROMPT, AND VERY PLEASANT TO DEAL WITH.
Cape Cod Australia uses O'Brien -Thornleigh- for their electrical work when they provide an extension/renovation service. O'Brien bought a 2 heater IXL ducted exhaust fan that the owner was to provide and overcharged by my pricing -$134 to $150. My… Read more
advice is to check all quotes before the item is installed- that is if you (the owner) has to buy the item. Don't forget also any mistakes tradespeople make while they are renovating the property, the owner has to pay to get fixed.
Follow-up · I handled the overcharge by getting 3 quotes for the IXL the electrician installed. Unfortunately the company did not agree with the quotes and said that the company they bought it from charged that higher price. My advice is to tell the electrical company you use, that you want to see all charges before they install anything. One mistake that… Read more
Positive reviews
I had extra power points installed and ceiling fans, arrived on time the guys were fantastic friendly I was so happy with all the installation the guys done I would highly recommend Nth Geelong OBriens also a shout out to the receptionist Lauren who was very friendly and answered all questions Show details
Positive final experience especially Jackie's friendly helpful positivity which went far above expectations. Stacey's happy efficiency with Jackie on the day of repair offering coffee, biscuits etc made the wait very comfortable and enjoyable Show details
We live in Queensland and were advised to get our Gas Fireplace cleaned. It was only dirty and did not require repair but needed a service and clean. We contacted the Business that sold us the Fireplace and were told that the company that… Read more
manufactured the Fireplace that we had purchased was no longer in Business, but we should still get the Fireplace cleaned so they provided us with the number of two Tradesmen. Unfortunately, both Referrals only worked on wood / open fireplaces and did not work on Gas Fireplaces. After ringing multiple Tradesmen and Gas Services in Brisbane and being told by all those contacted to that point that none worked / serviced or cleaned Gas Fireplaces, we finally contacted O'Brien Plumbing and Gas Coopers Plains and they said they would attend. The Tradesmen arrived promptly at the agreed time and cleaned and serviced our Fireplace. The Tradesman was from New Zealand and knew a lot about Fireplaces. Also. all the communication from the Administrative Staff was excellent so the all around experience was great. After initially struggling to get anyone - after contacting O'Brien's Plumbing and Gas, we cannot recommend the service we received, enough.
Follow-up · We had a lot of difficulty actually finding a Tradesman who would service a Gas Fireplace in Queensland? We had no success contacting the original company who sold us the Fireplace and asking them who could service it and after ringing numerous Tradesmen and having them say that they didn't do Fireplaces, we rang Obrien's. The Administration Staff… Read more
Negative reviews
My daughter used a dealer to have two cracks fixed at $300. When the second one started to cracked, we called the dealer for some assistance. Due to unfortunate circumstances, my daughter had to suddenly move interstate, so the dealer was unable to assist, refused a refund for the second chip that was no repaired properly. Called O'Brien's and the… Read more
refused to help out only offering a replacement windscreen at a very steep cost (dealer $600, O'Brien'sover $1000). They do not have to honour any of their dealers very poor workmanship. Really disgusted with their customer service. They could have at least asked for the car to be taken to a shop to be looked at to seal it under the lifetime warranty, but refuse to honour it.
Find out how O'Brien compares to other Services
Know better, choose better.
Very unorganised, treat customers like trash. They keep making appointments then turn you away on arrival saying the part was not received or it was damaged. Stay away from them. Find someone better for your job. Trash service. Show details
Do not use obrien for your car windscreen. On their first visit to replace my windscreen they turned up with a faulty rubber seal which they were aware about but just thought I would accept it. Now I take my car to get the windscreen replaced at their Epping branch and they can’t replace my windscreen because the new windscreen is faulty. This… Read more
companies quality control does not exist. Do not take your car here to get a windscreen replaced as they will mess you around.
Recent reviews
A stone chip Wenesday, a phone call to Youi insurance Thursday, and O’Brien Vehicle Glass in Forrestdale WA had it fixed by 1pm on Friday.. All the staff were helpful and polite, kept me informed and even do an inspection of the wipers. And no, not just a upsell technique, they said mine were fine. They cleaned all my windows inside and out as well. Great job Show details
Very disappointing service and poor quality repair I took my Mercedes Sprinter to O’Brien Glass on South Road, Adelaide, to replace the windshield. I dropped the vehicle off at 7:30am and was told it would be ready by 10:30am. This timing was critical, as the vehicle needed to go straight to an 11:00am inspection (it is a touring vehicle and must… Read more
be inspected annually). When booking, I was clearly assured this would not be a problem.
On the day, the job ran late and I was told there were issues with the technician’s laptop used to recalibrate the front cameras (lane assist system). I eventually collected the vehicle late and arrived late to the inspection. To my surprise, the lane assist system was not working, and as a result the vehicle failed the inspection.
I immediately returned the vehicle to O’Brien and asked them to recalibrate the system. They did so, but by then I was extremely late for the ferry to Kangaroo Island, where I live and work. I just managed to collect the vehicle and leave in time.
Unfortunately, while driving, I discovered the lane assist system was still not working. I had no time to return for a third visit without missing the ferry, so I emailed O’Brien explaining the situation.
Their response was that they would “rectify the calibration”, but if the system was still not working, I would need to take the vehicle to Mercedes-Benz at my own cost. This is very disappointing, considering I delivered a vehicle with a fully functioning system and received it back with faults.
Between the delays, missed inspection, stress around the ferry, and an unresolved safety system issue, I am not impressed at all with the quality of this repair or the handling of the problem. I would not recommend this location based on my experience.
My experience with O’Brien Glass has been disappointing. Damage occurred during a service, and while O’Brien Glass accepted $450 as the reasonable cost to rectify the damage, they required a process that I do not believe aligns with my rights as the property owner. I have provided evidence and proposed a straightforward resolution, but the matter… Read more
remains unresolved. I also engaged ProductReview’s mediation process; however, after two days there has been no response from O’Brien Glass.
As the issue is still unresolved and mediation has not progressed, I am now pursuing formal avenues to have the matter addressed.
Since my original review, O’Brien Glass advised in writing that payment would be made within 48… Read more (+1 reply)
I can't believe a large window supplier like O'Brien's cant source a ford Falcon windscreen in 3 weeks. They confirmed 3 WEEKS AGO this could be done, confirmed the day before that they were ready to go and the day of, suddenly cancelled saying they can't do it. In addition, we were lied to by being told that the technician rang in sick then got… Read more
called back and told that wasn't right and actually the glass couldn't be sourced and would only be available an additional 3 weeks later.
Have insurance claim front windscreen replacement booked in for 7am this morning. Had a call at 4:45 last night to say call back. No other info but since I was at work I couldn’t call them before they shut. Rocked up this morning to no windscreen. Apparently it can take 4-6 weeks to come from their own depot in Sydney to Brisbane then another… Read more
couple of days to get it to the store. Spoke with the store manager who tried to blame the ‘call centre’ who didn’t give me any info on the phone when it was actually someone from their own store who rang. He admitted this eventually when questioned. He also said delayed glass out of Sydney is common. Seriously? Your main business is windscreens and obviously have a huge insurance contract that you now don’t care about customer service. I now have an illegal unroadworthy car as the crack has spread right across the drivers line of sight and no care or concern for safety from a company who is meant to help. Their answer is ‘O O O not our problem’
Hey Rocket, Appreciate you for taking the time to share… Read more (+2 replies)
Called for chip repair in windscreen. These guys were $100 more expensive than any local business who quoted and they did not provide home service. I had a local guy come to my house and fix the chip perfectly for $120 cheaper than these rogues. obriens also requested money upfront which I find outrageous. Go local guys, there’s plenty of much better locals than this mob. This big franchise is taking the pee Show details
Hey Esther, Thanks for taking the time to share your… Read more
Extra Information
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
O'Brien have made contact with me. APUA have not