NOVUS Glass Taranaki: Mixed Experiences in Windshield Repairs

Pros	Cons
Great job replacing windscreen with high-quality glass.	Poor handling of customer complaints and issues.
Excellent communication and customer service.	Inaccurate assessment of damage leading to customer frustration.
On-time service with polite staff.	Damage to vehicle during service and lack of accountability.
Seamless replacement process even during COVID-19.	Long wait times for parts compared to competitors.
Extensive knowledge and attention to detail in installation.	Unsatisfactory cleaning and housekeeping after service.

A Patchwork of Praise and Problems at NOVUS Glass Taranaki

NOVUS Glass Taranaki, located in Waiwhakaiho, New Plymouth, operates with a 3.9-star rating based on customer feedback. The shop, found at 1/77A Hurlstone Drive, is open Monday to Friday from 8 AM to 5 PM, and unfortunately closed on weekends. They cater for onsite services and pride themselves on accessibility with both wheelchair-accessible entrances and parking. Appointments are recommended for service. Payment options include credit and debit cards. This review explores the diverse experiences customers have had with the business, ranging from exceptional service to frustrating issues that highlight inconsistencies in quality and customer care.

The Good: Speedy Service & Expert Attention

Not all experiences with NOVUS Glass Taranaki have been negative. Several customers have lauded the shop for their efficient service and knowledgeable staff. Here’s a breakdown of the positive feedback:

Timely Repairs & Quality Glass: Several reviewers specifically appreciated the quick and efficient windshield replacement process. The quality of the replacement glass was generally regarded as excellent, leaving customers satisfied with the results. One customer noted a "seamless" process.
Personalised Service: One customer was particularly impressed with the team's ability to source a specific windshield with a heating element and extra-wide tint strip, exceeding expectations and facilitating a swift WOF approval. They also appreciated the use of a brand-new molding during the installation.
Polite & Helpful Crews: Multiple testimonials mention the courteous and helpful nature of the staff, creating a positive interaction for the customer.
COVID-19 Adaptability: A customer noted the team managed the process "really well" despite the challenges of COVID-19 restrictions.

The Concerning: Disputes, Damage & Disappointing Cleanliness

Unfortunately, the reviews also reveal a darker side to NOVUS Glass Taranaki’s service, encompassing serious concerns about accountability and quality control. Major points of contention include:

Allegations of Damage and Blame-Shifting: A significant complaint centered around a sunroof repair that allegedly resulted in damage to the customer's vehicle – a broken sunroof cover and black glue residue. The customer strongly felt that NOVUS attempted to deflect blame onto a panel beater, creating a frustrating and unresolved situation. The initial response from NOVUS was perceived as dismissive and unhelpful.
Insurance Claim Disputes: One customer's experience involved a denial of an insurance claim due to NOVUS personnel questioning the age/validity of an existing crack. This led to a protracted argument and ultimately required the customer to seek services elsewhere.
Post-Repair Cleanliness Issues: A particularly scathing review described a car returned to the customer with “black marks,” “blood on the driver's door,” and significant glass shards within the vehicle – on the dashboard, steering wheel, seats, and even embedded in the speaker. The reviewer considered the suggestion that the car “could do with a wash” incredibly insensitive given the context of a broken window and poor post-repair cleanup.
Extended Wait Times: One customer experienced a significant 4-week wait for a replacement windscreen for a new car, contradicting the Toyota dealer's estimated 2-day turnaround.

Navigating the NOVUS Glass Taranaki Experience: Recommendations and Considerations

Based on the varied customer reviews, here's a summary of recommendations and factors to consider when engaging with NOVUS Glass Taranaki:

Appointments are Essential: The recommendation to book appointments upfront reflects the demand for their services and potentially mitigates waiting times.
Documentation is Key: If you’re concerned about pre-existing damage, meticulous documentation (photos, videos) before leaving your vehicle is strongly advised.
Clarify Insurance Processes: Understand the insurance claim process and be prepared to advocate for your position if challenged.
Inspect Thoroughly Upon Collection: Before accepting your vehicle back, meticulously inspect it for any damage, glass shards, or cleanliness issues. Document any concerns immediately.
Consider Alternative Providers: Given the inconsistent feedback, exploring alternative auto glass repair shops in the New Plymouth area (like Smith & Smith and Bell Block Panel Beaters, which one customer highly recommended) is a prudent step.
Communicate Clearly: Explicitly communicate your expectations regarding the repair process, cleanliness, and potential for damage to the team at NOVUS Glass Taranaki.

Phone: +64 6 758 7976 Address: 1/77A Hurlstone Drive, Waiwhakaiho, New Plymouth 4312, New Zealand