NOVUS Glass Levin: High Praise and Criticism for Auto Glass Services

Shining Stars and Stormy Skies: A Look at NOVUS Glass Levin

NOVUS Glass Levin, located at 154 Oxford Street, Levin, has garnered a 4.6-star rating, indicating generally positive experiences. Boasting convenient opening hours Monday to Friday from 8 AM to 5 PM, and with wheelchair accessibility both at the entrance and in the parking lot, the Levin branch seems well-equipped to cater to a range of customer needs. They accept debit cards and NFC mobile payments, though credit cards aren’t currently accommodated. However, the reviews paint a complex picture of service, revealing a duality of exceptional care and frustrating shortcomings. Let's delve into the details of what customers are saying.

The "Top Notch" Experiences: Praise for Staff and Service

Many customers consistently highlight the outstanding service and positive attitude of the NOVUS Glass Levin team. There’s a clear theme of genuine helpfulness and pleasant interactions. Several reviewers rave about the owners and staff, calling them "top notch" and expressing a willingness to use NOVUS Levin for all future auto glass needs.

Here's a summary of the common praises:

• Exceptional Staff: Numerous reviewers specifically mention the polite and helpful nature of the staff, praising their manners and willingness to assist.
• Communication & Ease: Several customers, particularly those dealing with insurance claims, appreciated the clear and easy communication throughout the replacement process.
• Going Above & Beyond: One particularly touching example recounts how the team safely secured a vehicle with a punctured windscreen, even vacuuming up glass shards from the parcel shelf – a testament to their commitment to customer well-being.
• Promptness and Resolution: Customers praised NOVUS Glass Levin for accurately diagnosing problems with windscreens and offering quick resolutions. One customer was thrilled with the replacement of their Audi windscreen, highly recommending the service.

"Have had two experiences recently and would give Novus Levin 6 stars if possible. Owners and staff top notch. Was going to go to the other company that advertises on TV, in Whangarei but they didnt want to know. Would only ever use Novus from now on and Levin branch if I didnt live so far away." - A delighted customer.

The Cracks Appear: Booking Woes and Inconsistent Repairs

While many praised the team, a recurring issue surfaces: booking difficulties. The frequent mention of "takes a while to get a booking" suggests high demand and potentially limited appointment availability. This is often assumed to be a positive sign of a busy and reputable business, but it can certainly be a source of frustration for customers needing urgent repairs.

Beyond booking difficulties, some customers experienced inconsistencies in the repair process. One reviewer noted that their stone chip wasn't repaired as advertised, and another experienced a significant setback with a punctured windscreen:

• Delayed Repairs: One customer reported a substantial delay (over a week) for a windscreen replacement, despite a promised shorter timeframe.
• Cancellations due to Weather: Another customer had their scheduled repair cancelled due to slight drizzle, resulting in another week-long wait. This highlights a potential inflexibility in scheduling and a reliance on specific weather conditions.
• Unfulfilled Promises: There’s also the mention of a repair not being completed as expected, leading to customer dissatisfaction.

A Stormy Experience: Severe Customer Service Concerns

The most alarming aspect of the reviews is the detailed account of a particularly negative experience, detailing a combination of poor service, disrespectful staff behaviour, and ultimately, a complete failure to fulfil the agreed upon work. This review paints a starkly different picture from the general positive sentiment expressed by other customers.

Key issues raised include:

• Disrespectful Communication: Accusations of staff speaking over the customer and accusing them of yelling illustrate a significant breakdown in communication and potentially, a lack of training in customer service.
• Unprofessional Behaviour: Repeated phone calls to complain about the customer, rather than addressing their concerns, is highly unprofessional and unacceptable.
• Entitled Attitude: The customer felt that NOVUS Glass Levin displayed an "entitled" attitude, expecting them to accommodate the business's schedules and processes.
• False Statements/Misrepresentation: The shop's response to the case was deemed to be deceptive and dismissive.
• Lack of Accountability: Shifting blame onto the customer and failing to offer a proper apology for the numerous inconveniences caused is deeply concerning.

This single, lengthy review serves as a cautionary tale and represents a significant reputational risk for NOVUS Glass Levin. The editing comment further details issues with the response and accusations of dishonesty from the company. This has prompted a strong ‘don’t hire them’ warning. Phone: +64 6 367 0557