Pros 
Cons A Mixed Bag of Reviews: NOVUS Glass Mt Maunganui's Standing
NOVUS Glass Mt Maunganui consistently receives a 4.5-star rating, but a deeper dive into customer reviews reveals a complex picture. While many praise the quality of workmanship and the friendly, helpful staff, several express frustration with aspects of the customer service experience. Located at 15 York Avenue, Mount Maunganui 3116, NZ, this branch prides itself on offering a direct line of communication, a refreshing contrast to larger competitors. Their opening hours are Monday to Friday, 8 AM – 5 PM, and they are closed Saturdays and Sundays. Accessibility is also a focus point, with a wheelchair accessible entrance and parking lot available. It's clear that their skill in the auto glass repair field is undeniable, but maintaining a consistently positive customer service delivery appears to be an ongoing challenge, as detailed below.
Rave Reviews: Workmanship and Human Interaction Shine
The recurring theme amongst the most glowing reviews is the exceptional quality of the repair work and the genuine, personable interactions with the team. Customers consistently highlight:
- Top-Notch Quality: Many reviewers specifically mention the new windscreen appearing “factory-fresh” and being incredibly impressed with the standard of repair, especially considering the value for money. One user even stated their old crack was "fixed" and "saved" them money.
- Exceptional Service & Communication: The ability to speak directly with a real person at the branch is a major plus, emphasized repeatedly as a key differentiator from competitors. Stacey, specifically, is lauded for being "friendly, efficient, and helpful," acting as a key point of contact. The rapid turnaround times, particularly with full windscreen replacements, is a huge benefit.
- Going Above & Beyond: One memorable review details a customer being pleasantly surprised to find their car had received a "valet" after the windscreen replacement, exemplifying a dedication to exceeding expectations. Small gestures like Les opening doors for customers add to the positive impression.
- Insurance-Friendly Approach: Customers advise notifying your insurer and requesting to use NOVUS Glass Mt Maunganui, highlighting Stacey's ability to quickly arrange appointments.
"Absolutely the best most hassle-free service I've ever come across and so happy with the quality and standards these guys use... great communication when the car was ready to pick up." - A delighted customer.
Areas for Improvement: Customer Service Concerns
Despite the widespread satisfaction with the repair work itself, persistent complaints center around the customer service process. The following issues have been repeatedly raised:
- Difficulty Booking Appointments: Several customers report having to repeatedly phone the branch to secure an appointment, leading to frustration and wasted time. This contrasts sharply with the positive feedback regarding direct communication once you do connect.
- Missed Appointments & Errors: A particularly concerning review details a car being returned with the windscreen still cracked, causing significant disruption and inconvenience to the customer and their partner. This included a partner being made 1hr late for work.
- Quality of Chip Repairs: One reviewer expressed disappointment with the visibility of a chip repair, contrasting it with their previous successful experiences elsewhere. They’ve opted to switch to Smith & Smiths for future repairs.
- Unreliable Communication: Customers have also experienced situations where appointments were rearranged, or documentation was misplaced causing further delays and disruptions to their schedules.
| Area of Concern | Frequency of Mentions | Potential Impact |
|---|---|---|
| Difficulty Booking | 2-3 | Frustration, wasted time |
| Missed Appointments/Errors | 1 | Significant disruption, wasted time, potential financial setbacks |
| Chip Repair Quality | 1 | Dissatisfaction with repair result |
Accessibility & Contact Information: Getting in Touch & Finding Your Way
NOVUS Glass Mt Maunganui is conveniently located in Mount Maunganui and caters to both private and commercial vehicles. Here's a breakdown of key details:
- Address: 15 York Avenue, Mount Maunganui 3116, New Zealand
- Phone: +64 7 575 5145 – They encourage direct phone contact to avoid automated systems.
- Operating Hours: Monday – Friday, 8:00 AM – 5:00 PM. Closed Weekends.
- Accessibility: Fully accessible with a wheelchair accessible entrance and parking lot.
- Location Tip: Easily accessible off Hull Rd within the industrial area of Mt Maunganui.
Providing important contact details and highlighting their commitment to accessibility enables potential customers to make informed decisions and minimise potential inconveniences, while also reinforcing the branch’s dedication to customer convenience beyond just the repair work itself.