Pros 
Cons Sparkling Service or Stalled Repairs? A Look at NOVUS Glass – All Glass & Windscreens in Kaikohe
NOVUS Glass – All Glass & Windscreens in Kaikohe is consistently earning a solid 4.5-star rating, a testament to the positive experiences many customers have had with their services. Located at 6 Raihara Street, Kaikohe 0405, this auto glass shop provides a valuable service to the Northland community. Let's delve into what reviewers are saying – the highs, the lows, and what to expect when engaging with NOVUS Glass. Operating Monday to Friday, 7 AM to 5 PM, they provide a convenient timeframe for busy individuals, particularly noted for opening early. Their commitment to accessibility with wheelchair accessible entrances and parking is also a significant plus for some customers. You can reach them at +64 9 401 0144.
The Rave Reviews: Speed, Friendliness, and Going the Extra Mile
The overwhelming majority of reviews highlight exceptional service, particularly praising the team’s friendly and helpful attitude. Many customers emphasized the speed and efficiency of their repairs, especially for smaller chips. Here’s a breakdown of the recurring positives:
- Rapid Chip Repair: Numerous reviewers mention being impressed by the quick turnaround time for windscreen chip repairs, with some noting a 15-minute in-and-out service even after calling in unexpectedly.
- Excellent Customer Service: The emphasis on "lovely friendly customer service" is repeated throughout the reviews, indicating a genuine commitment to creating a positive experience.
- Going Above and Beyond: Beyond typical repairs, NOVUS Glass shines with instances of exceptional service. One customer recounted a broken quarter light window being temporarily fixed with a "glade-wrap" while waiting for a replacement, showing initiative and a desire to help. Another customer received windscreen delivery to their rural address – a rare and appreciated convenience.
- Prompt Communication: Several reviews mention prompt communication, including being contacted quickly after reporting a rock chip to being texted about the completion of a repair.
- Accessibility Focus: The ease of access for those with mobility requirements (wheelchair accessible entrance and parking) is positively noted, reflecting a considerate approach to customer needs.
Here’s a summarised table highlighting some customer testimonials:
| Reviewer Highlight | Detail |
|---|---|
| Early Opening Hours | “Opened at 7 am which worked well for me” |
| Highway Assistance | "Phoned as soon as we got a rock chip... Fit us in straight away" |
| Courteous Team | "Courteous, helpful team members." |
| Temporary Fix | "Accepted the challenge... installing a firm weatherproof 'glade-wrap'" |
| Rural Delivery | “Even delivered to our rural address." |
| Overall Satisfaction | "Definitely my first choice when I need glass in Kaikohe." |
The Warning Signs: Delays and Communication Breakdown
While the vast majority of experiences are positive, a significant and concerning thread runs through a few reviews – repeated delays and frustration with communication, particularly associated with Sue. This issue appears more prevalent with larger jobs, such as windscreen and glass replacements.
- Significant Time Delays: One customer detailed a lengthy delay (over three weeks) for a truck windscreen and door glass replacement, despite initial full payment and a confirmed appointment date.
- Unfulfilled Promises: The customer described being repeatedly promised completion dates by Sue, which were consistently broken.
- Lack of Communication: A recurring complaint is Sue’s apparent failure to return phone calls and a general lack of responsiveness.
- Need to Seek Alternative Service: Due to the ongoing issues, the customer ultimately stated they were forced to seek service elsewhere.
This pattern highlights a potential disconnect between excellent customer service in quick repairs and challenges in managing larger, more complex projects. While this doesn't represent the experience of all customers, it's a critical factor to consider.
Balancing the Scales: Weighing the NOVUS Glass Experience
NOVUS Glass – All Glass & Windscreens in Kaikohe offers a valuable service to the Kaikohe community. The consistently positive feedback about speed, friendliness, and going the extra mile strongly suggests a dedicated and capable team. The commitment to accessibility is commendable.
However, potential customers, especially those requiring comprehensive glass replacements, should be aware of the reported issues surrounding delays and communication, specifically linked to the interactions with Sue. It may be prudent to:
- Confirm Timelines Carefully: If undertaking a larger job, clarify the timeframe and regularly follow up on progress.
- Record Communication: Keep records of all agreed-upon dates and promises.
- Consider Scope of Work: The overwhelmingly positive comments are often tied to smaller repairs—chip fixes—so weigh this against your needs.
Ultimately, NOVUS Glass presents a mixed picture – one of consistently excellent service alongside some concerning inconsistencies. Prospective customers are encouraged to consider these points and manage expectations accordingly.