Pros 
Cons A Mixed Bag of Reviews: Auto & House Glass in Elsdon, Wellington
Auto & House Glass, located at 11 Mohuia Crescent, Elsdon, Wellington 5022, is a local auto glass shop frequently praised for its affordability and speedy repairs. With a rating of 4.100000, they've certainly garnered a following within the Wellington region. Open Monday to Friday, 8:30 AM to 5:00 PM, and unfortunately closed on weekends, they cater primarily to the weekday repair schedule. The business advertises accessibility with wheelchair access both at the entrance and in their parking lot, and accepts debit and credit card payments. However, the reviews reveal a complex picture – one of excellence intertwined with frustrating communication issues. Let's delve into the specifics of what customers are saying.
The Shining Stars: Speed, Price & Professionalism
Several reviewers highlighted the positive aspects of Auto & House Glass's service, often mentioning a combination of reasonable pricing, quick turnaround times, and a professional attitude.
- Speedy Service: Many customers experienced impressively fast repairs, with some reporting the repairs being completed the very next day after initial contact. This swift turnaround is a major drawcard for those needing a prompt windscreen fix.
- Competitive Pricing: Consistently, reviewers praised Auto & House Glass for their competitive and "best prices around." This affordability makes them an attractive option for budget-conscious vehicle owners.
- Professional Team: The "great guy" behind the business, as one reviewer described him, is often cited as a positive; a friendly, value-driven service shines through in several accounts.
"Great fast repair and at a great price!" – A recurring sentiment.
Here's a quick summary of those positive experiences:
| Reviewer Feedback | Specific Detail |
|---|---|
| Highly Recommended | Overall positive experience |
| Fast service | Repair completed quickly |
| Great prices | Affordable compared to competitors |
| Value services | Perceived as offering excellent value for money |
| Professional service | Positive interaction with staff |
The Communication Desert: A Consistent Point of Frustration
Despite the positives, a recurring and significant criticism revolves around communication and responsiveness. Multiple reviewers reported substantial difficulty reaching Auto & House Glass, resulting in considerable delays and unmet appointments.
- Persistent Unanswered Calls: The most frequently mentioned problem was the inability to get through. One customer explicitly stated calling four times over two weeks, leaving messages, and receiving zero callbacks.
- Unexplained Delays & No Response: Some customers reported feeling “forgotten” and dropping off their list, requiring them to seek service elsewhere.
- Confusing Advice: One customer received the instruction to call back when it wasn't raining, due to curing issues, suggesting a potential need to better manage customer expectations and proactively communicate limitations. The failure to then follow up once the weather improved compounded the frustration.
- Automated Message Disappointment: The automatic greeting ("Your call is important to us") rings hollow to customers who experience these communication breakdown.
This difficultly in contact could have a significantly negative impact during general emergencies, and for that reason should be rectified.
Addressing the Issues: What Auto & House Glass Can Do
The varied reviews offer valuable insights for Auto & House Glass to improve their service. While their pricing and speed are clear strengths, addressing the communication challenges is crucial to maintaining a positive reputation. Here are a few suggestions:
- Implement a Callback System: Ensure all voicemails are returned promptly, even if it's just to acknowledge receipt and provide an estimated timeframe for service.
- Improve Online Availability: Consider providing online booking or a contact form for initial inquiries.
- Proactive Communication: If appointment scheduling is affected by weather or other factors, proactively notify customers to prevent disappointment. A simple text message or email update can make a huge difference.
- Review Answering Service: Evaluate the effectiveness of the current answering service and consider alternative options that provide better customer management and callback capabilities.
- Staff Training: A refresher on customer service etiquette and effective communication techniques would be beneficial. Perhaps focus on techniques to clearly establish task length.
Auto & House Glass has the potential to solidify its position as a leading auto glass repairer in Wellington, but addressing these communication flaws is essential.