Beware of Fake Local Glaziers: How UK Call Centres Are Exploiting Customers with Hidden Mark-Ups

When you need glass repair or replacement, the last thing you want is to be misled by a company pretending to be your 'local' glazier. Unfortunately, there are some businesses out there who advertise themselves as local, when in reality they are in call centres many miles away, that outsource the work to third parties. This practice often leads to inflated prices and poor service, leaving customers frustrated and out of pocket.

A cracked window pane ready for glazier repair

How Fake Local Glaziers Operate

These companies present themselves as you 'local' glazier, often using local phone numbers and websites that suggest a neighborhood presence. When you call, you speak to a call centre agent who takes your details and credit card information, promising a quick, professional service. However, the call centre does not perform any work themselves. Instead, they pass your job to genuine independent contractors or a larger glazier company, often charging you a significant markup.

This setup creates several problems:

• Lack of transparency: You don’t know who will actually do the work or their qualifications.

  Higher costs: The call centre adds their mark-up on top of the contractor’s price.

• Inconsistent quality: The subcontracted glazier may not meet the standards promised.

• Delayed service: Communication gaps between the call centre and contractors can cause delays.

  
  

Why Mark-Ups Matter

Mark-ups can sometimes double or triple the original cost of the job. For example, a simple window replacement that should cost £100. That what the attending glazier gets. He/she may not be VAT registered. You might be quoted around £200 (plus VAT) for the same job, and all for the privilage of using the call centre. This happens because they need to cover their day-to-day operating costs, pay for the fancy web site you saw, staff wages and profit margin, but these costs are hidden from you, the customer.

Customers often discover the markup only after receiving the invoice or when they compare prices with genuine local glaziers. This lack of upfront pricing transparency can lead to distrust and dissatisfaction.

How to Spot a Fake Local Glazier

Recognising these call centre operations can save you money and hassle. Here are some signs to watch for:

• No physical address or showroom: Genuine local glaziers usually have a workshop or office you can visit.

• Multiple area codes or phone numbers: Call centres often use several local numbers to appear they are 'just round the corner'.

• Vague or generic website content: Look for detailed information about the team, certifications, and customer reviews.

• No direct contact with the glazier: If you never speak to the person doing the work, it will only be the call centre.

• Payment by card: You will be told you can't pay by BACS or cash.

• High-pressure sales tactics: Call centres may push for quick decisions to lock in the job.

Choosing a Genuine Local Glazier

To avoid falling victim to these schemes, take these steps:

• Research local businesses: Use online reviews, community forums, and recommendations from friends or neighbours.

• Trading Standards: They operate the 'Buy With Confidence' website, where every contractor, not just glaziers, have been checked out by them first before being approved.

• Ask for proof of insurance and licences: Legitimate glaziers will have proper credentials.

• Request detailed quotes: A clear breakdown of costs helps identify hidden fees.

• Meet the glazier in person: If possible, arrange a site visit before agreeing to work.

• Check for guarantees or warranties: Reliable glaziers stand behind their work.

As we tell all our cutomers. The people you speak to here are the ones who actually get their hands dirty!

Glazier measuring a window frame for accurate glass fitting

Real-Life Example

A homeowner in a mid-sized UK city called a company advertising as a local glazier after damage to their window. The call centre operator promised a same-day service and gave a quote of £450. After the job was done, the homeowner learned the actual glazier was paid only £220. The remaining £230 was the call centre’s markup. The homeowner felt misled and decided to contact a genuine local glazier next time, who could provide transparent pricing and better communication, and at a better price.

Protect Yourself from Hidden Fees

Being aware of these tactics helps you make informed decisions. Here are some quick tips to protect yourself:

• Get multiple quotes before committing.

• Avoid paying large deposits upfront to unknown companies.

• Use local business directories or trade associations to find trusted glaziers.

• Ask for references and follow up on them.

• Trust your instincts if something feels off or too good to be true.