Pros 
Cons A Mixed Bag of Experiences with NOVUS Glass Christchurch West
NOVUS Glass Christchurch West, located in Sockburn, Christchurch, has garnered a 4.3-star rating, indicating a generally positive reception within the community. Situated at 69 Hayton Road, their central location and accessible facilities (including wheelchair accessibility and restrooms) are undeniable assets, especially for those needing onsite services. They operate Monday to Friday, 8 AM to 5 PM, and recommend appointments to ensure efficient service. While they cater to a wide range of vehicles, including motorhomes, the reviews paint a picture of a business delivering both moments of exceptional service and instances of considerable concern, particularly regarding workmanship and customer interaction. Their emphasis on a signed agreement, potentially limiting their liability, has drawn particular scrutiny from some customers.
Shining Stars and Speedy Service: The Positives
Several customers praise NOVUS Glass Christchurch West for its efficiency and the quality of the repairs performed, especially when dealing with chips. Common themes emerging from positive reviews include:
- Prompt Repairs: Numerous reviews highlight the quick turnaround time for chip repairs, allowing customers to get back on the road swiftly. “Very happy with the service and how promptly our window chip was repaired,” one customer mentioned.
- Knowledgeable and Friendly Staff: Dan and Steve consistently receive high praise for their friendliness, professionalism, and informative approach. Steve's service is frequently described as "quick" and "pleasant," exceeding expectations.
- Accommodation for Larger Vehicles: The spacious facility is a significant advantage for customers with larger vehicles, like motorhomes, allowing easy access and maneuvering. "Plenty of room for big gear to in and out building," noted one satisfied customer.
- Excellent Communication: A customer traveling from across Christchurch praised the "outstanding customer service" and "prompt clear communication" regarding repair timelines.
- Going the Extra Mile: One reviewer was even pleasantly surprised by the jellybeans offered before their review was submitted - a small but memorable touch.
Painting a Concerning Picture: Workmanship and Customer Service Issues
Unfortunately, despite the positive aspects, a significant number of reviews reveal serious concerns regarding the quality of workmanship and the handling of issues when problems arise. Here's a breakdown of the recurring negative experiences:
- Paint Damage: A particularly troubling pattern centers around paint damage occurring during repairs. One customer reported significant paint damage along the window, with NOVUS refusing to accept liability, pointing to their agreement. This customer highlighted a simple preventative measure – placing tape on the plastic film next to the glass – that could avoid this issue. Requiring extensive painting due to this damage is a significant and costly inconvenience.
- Substandard Repairs & Subsequent Problems: Another review detailed a significantly flawed repair, resulting in visible sand within the resin, distortion affecting visibility, and malfunctioning wipers – all leading to further damage, including a scratched bonnet. The overall impression was a "complete hash job."
- Poor Customer Service Interactions: Several reviewers mentioned experiencing negative interactions with staff, citing "terrible" customer service and an "attitude" problem. A lack of acknowledgement of errors and a dismissive approach towards complaints exacerbates the frustration when issues arise.
- Unresponsive Follow-Up: One customer reported waiting over a week for a callback regarding a scratch remover, indicating a potential lack of responsiveness when addressing post-repair concerns.
Navigating the NOVUS Experience: What to Consider
Considering the divided reviews for NOVUS Glass Christchurch West, here's a summary to help potential customers make informed decisions:
| Aspect | Positive | Negative |
|---|---|---|
| Repair Quality (Chips) | Generally excellent and timely | Significant reports of paint damage and substandard repairs leading to further issues |
| Staff Interactions | Friendly and knowledgeable (Dan & Steve praised) | Reports of rude staff and dismissive approaches to complaints |
| Facilities | Accessible (wheelchair access), convenient location, suitable for large vehicles | N/A |
| Communication | Prompt and clear | Slow response to follow-up inquiries |
| Liability | N/A | Agreement potentially limiting liability for workmanship errors |
It's advisable to carefully consider these points. While NOVUS Glass Christchurch West offers convenient services and excellent repair quality for minor chips when dealing with specific staff members, the risk of paint damage and less-than-ideal customer service experiences are significant factors to weigh. Exploring alternative auto glass businesses in the Christchurch area might be prudent, particularly for those concerned about potential liability issues or seeking a consistently positive customer experience. Many customers impacted by the negative reviews chose to switch to Smith & Smith.