NOVUS Glass Tauranga: Real Experiences with Auto Glass Repair

A Mixed Bag of Windscreens: Exploring NOVUS Glass Tauranga Reviews

NOVUS Glass Tauranga, located in Judea, Tauranga (16 Palm Grove, Judea, Tauranga 3110, NZ), operates Monday to Friday, 8 AM to 5 PM, and boasts a 4.2-star rating based on customer feedback. Offering onsite services and wheelchair accessibility, they accept major payment methods. However, recent reviews paint a complex picture of their service—a combination of exceptional experiences and concerning inconsistencies. This article dives into those perspectives, highlighting both the praises and criticisms levelled at NOVUS Glass Tauranga.

Moments of Brilliant Service & Quick Fixes

Several customers have lauded NOVUS Glass Tauranga for their impressive speed and helpfulness, particularly in urgent situations. One customer travelling for the OneLove Festival found themselves with a chipped windscreen after a rock strike. Dismissed by Smith & Smith with a 4-5 day wait, they were incredibly thankful that NOVUS Glass Tauranga repaired the chip in just 5-10 minutes. This highlights a significant strength: rapid response and a willingness to assist when others can't. Another positive testimonial praised the ‘premium service’ of a windscreen replacement, noting the helpful “little things” like replacing double-sided tape for dash cameras, demonstrating an attention to detail that elevates their service. A customer was overwhelmingly impressed with the quality of work from two technicians who performed a windscreen replacement at their home, describing it as "absolutely awesome" and a "perfect job." These reviews suggest a core team capable of providing exceptional service.

Concerning Reports: Quality & Communication Issues

Unfortunately, a recurring theme in many reviews is a worrying pattern of quality control issues and communication breakdowns. Several customers detailed substandard workmanship:

• Incorrect Installation: A customer reported the windscreen mounted "left and low," resulting in the rubber flipping out and an unattractive finish.
• Damage During Installation: Others cited instances of scratched wipers, lost clips, and glue residue left on the paintwork.
• Incorrect Parts: One customer had to source a specialized screen for a Chinese truck and then found it poorly fitted.
• Trade Components Neglect: An experienced former auto glass installer expressed visible concern about the trade components, suggesting potential rust protection issues and a lack of professionalism.

Furthermore, communication challenges appear to be a significant area for improvement:

• Offensive Installer Behaviour: One customer described the installer's behaviour as "offensive."
• Poor English Skills of Receptionist: Several reviewers mentioned difficulty communicating with the receptionist due to limited English proficiency.
• Booking Inaccuracies & Lack of Customer Recognition: A long-standing company client experienced a frustrating series of booking errors and a failure to recognize their established account, despite repeated attempts to provide information.
• Unhelpful Customer Service: Another customer seeking an assessment for a non-repairable screen was given unhelpful advice regarding alternative repair shops.

Accessibility, Planning, & Practical Considerations

NOVUS Glass Tauranga offers a range of facilities geared toward a smooth customer experience. They operate with a focus on:

• Accessibility: Wheelchair accessible entrance and parking are a definite positive for customers with mobility needs.
• Service Options: Onsite service is a major convenience, allowing for repairs at the customer's location.
• Planning: Appointments are recommended, which is sensible given the potential for busy periods. However, the booking process itself has been criticised for requiring in-person assessments even when damage is clearly non-repairable.
• Payments: The acceptance of credit cards, debit cards, and NFC mobile payments provides flexibility for customers.

Interestingly, multiple reviews mention a chaotic environment within the workshop, with job sheets and keys scattered, and even navigation items left on the dash. This lack of organization reflects poorly on the professional image and raises questions about overall operational efficiency. Customers also report long wait times—up to two weeks for appointments—and frustration when attempting to book over the phone.

Contact Information:

• Phone: +64 7 578 6676
• Address: 16 Palm Grove, Judea, Tauranga 3110, New Zealand