Pros 
Cons A Mixed Bag of Experiences at NOVUS Glass - Westgate, Auckland
NOVUS Glass - Westgate, Auckland, boasting a 3.9-star rating and located at 2/14 Kawakawa Place, Westgate, Auckland 0814, serves the Auckland region with auto glass repair and replacement services. They operate Monday through Friday, 8 AM to 5 PM, and offer onsite services and wheelchair accessibility. Appointments are highly recommended. Recent customer feedback paints a complex picture – a blend of exceptional service and frustrating issues, particularly concerning vehicle handling and repair quality. While many praise the technical work performed, others express significant concerns, ranging from initial booking errors to damage caused during the repair process. The following sections delve into the specifics of these experiences, examining the positive and negative aspects of choosing NOVUS Glass - Westgate.
The Shining Stars: Praises and Positive Feedback
Despite the criticisms detailed later, a substantial number of customers rave about their experiences with NOVUS Glass - Westgate. Here's a summary of the consistently positive feedback:
- Professionalism and Courtesy: Several reviewers highlight the exceptional professionalism and courteousness of the staff, particularly the receptionists Janine and Dana. This positive first impression set the tone for a pleasant experience.
- Efficient Repairs: A common theme is the speed and efficiency of the repair process. Customers report having broken windows replaced within hours, often with insurance coverage streamlining the process. One customer was particularly impressed with the 3-hour window replacement.
- Technical Skill: Most customers acknowledge the high quality of the technical work itself, praising the skill of the technicians in replacing windscreens and glass. This is frequently mentioned despite other issues encountered.
- Going the Extra Mile: One customer notably lauded the team for "going the extra mile" by completing a windscreen replacement at their home, demonstrating commendable service despite not offering house calls regularly. Another customer expressed genuine appreciation for the professional approach taken by the team.
- Insurance Process: The ease of working with insurance companies, particularly AA Insurance, was another point of appreciation.
These positive reviews demonstrate that NOVUS Glass - Westgate can deliver a top-tier experience, characterised by efficiency, courtesy, and skilled workmanship.
Troubled Waters: Complaints and Concerns
Unfortunately, alongside the praise, numerous complaints emerge, significantly impacting the overall customer perception. These concerns centre around several key areas:
- Booking Errors and Miscommunication: A frustrating initial experience was reported where a vehicle was booked for rearglass replacement only to be told upon arrival that the booking didn't exist. Subsequent conversations were needed to rectify the situation, adding to the customer's stress.
- Damage to Vehicles: This is the most concerning recurring issue. Several customers reported damage to their vehicles caused by the repair process. Examples include:
- Damaged paintwork on a Ute around the rear window.
- Poorly fitted rear glass, with the glass protruding.
- Damage to plastic trims inside the vehicle.
- Damage to rain sensors and plastic housings.
- Resolution Delays & Ownership Issues: Addressing these damages proved problematic for some. Two weeks elapsed before NOVUS agreed to assess the damage, and subsequent attempts to rectify the issues were lengthy and unsatisfactory. Disputes arose about the extent of the necessary repairs and their associated costs.
- Panel Beater Conflicts: When dealing with damage, NOVUS directs customers to their affiliated panel beater. Disagreements over repair costs and quality emerged, with customers feeling pressured to use NOVUS’s panel beater, even when independent quotes were significantly lower.
- Vehicle Relocation Issues: A particularly frustrating incident involved the relocation of a customer’s van to another side of Auckland without communication or alternative transport arrangements, resulting in significant wasted hours.
- Lack of Consideration & Communication: Underlying many complaints is a perceived lack of consideration for customers' needs and inadequate communication.
Here's a table summarizing the main complaints and their potential root causes:
| Complaint | Potential Root Cause(s) |
|---|---|
| Booking Errors | Administrative oversight, communication breakdown |
| Vehicle Damage | Technician inexperience, lack of care, rushing |
| Resolution Delays | Internal processes, management oversight |
| Panel Beater Disputes | Cost discrepancies, quality control issues |
| Vehicle Relocation Issues | Lack of planning, poor communication, inadequate staff |
Modern Vehicles: A Note of Caution
A recurring piece of advice from a reviewer highlights a potential vulnerability when servicing modern vehicles. This reviewer, experiencing issues related to damaged rain sensors, strongly suggests specifying to the front desk the presence of sensitive electronics within the vehicle before commencing service. This proactive step could mitigate potential damage caused by technicians unfamiliar with the intricacies of modern car systems. The admin staff are described as "very approachable and competent," suggesting that clear communication about vehicle specifics is likely to be well-received and acted upon. This underscores the need for increased training within the technical team regarding modern vehicle complexities.
Contact Information
NOVUS Glass - Westgate, Auckland: Phone: +64 9 220 2119 Address: 2/14 Kawakawa Place, Westgate, Auckland 0814, New Zealand Opening Hours: Friday, Monday, Tuesday, Wednesday, Thursday: 8 AM–5 PM; Saturday & Sunday: Closed.