Novus West Auckland

I was told by insurance company I needed a windscreen REPLACEMENT, Novus called me booked me in, upon arrival my booking was nowhere to be found and was told they are having problems with their booking system. They looked and my windscreen and said they couldn't do a REPAIR as it needed a replacement ‍They re- booked me in a wk and a half later for a replacement. Went in on the scheduled day and time and they didn't even have any booking for me. They tried to re- book me, Hell NO. I ended up going elsewhere. Slack Service Time wasters...... ain't never showing you my crack again

I see all the 1 star review replies just say " we will be in touch with the branch" or something to that extent. I Guess they can never get a hold of the branch because they don't like to answer the phone there. Terrible customer service! I have tried contacting them many times over the last week to book in for a window replacement. Each time, I was on hold for at least 3 minutes waiting for someone to answer the phone. Eventually someone picked up SOME of the calls but with no apology for the wait time, or good manners. Today I had the same experience. I called and asked how long the booked job would take as I had to go back to the office to work, and if I would need to drop it off and leave it. They assured me it would take no longer than an hour. I asked if there was a waiting room I could use to work in while I waited and they assured me there was. When I arrived shortly afterward, after driving all the way there, they told me they would call me when the job was finished. The same person I had just spoken to on the phone then told me it would take at least two hours to complete. I'm heavily pregnant so it's not exactly comfortable to wait around in a waiting room for that amount of time, and I had just driven all the way out there, so was a bit annoyed by this news. I waited in the waiting room while I arranged for a lift back to work and the WHOLE time I was sitting in there, I heard the staff chatting casually about non work related topics.... while they were doing this, this phone was ringing the entire time. Kind of explains what takes them so long to answer each call. It took almost four hours to complete this so called 1 hour job.Service: Auto side window replacement

Dropped car off at 11:30, said it would be ready by 3 or 4 but likely earlier, delayed until 5pm. It takes almost 6 hours to replace a windshield? If id known that I wouldve asked to drop it off at 9am. Everyone here seems to have different times of how long it takes, frustrating experience and unable to plan my day. Avoiding Novus next timeService: Auto windshield replacement

Left my car with novus in newlyn for 2hours & when I got my car back there was mud/dirt all over my floor even in places I didn’t think dirt could get. They broke my AC vent & left over 20 paint scratches around where the door rests from their boots & also deep scratches all over the exterior, it’s almost as if a chimpanzee was in my car for 2hours horrible. The windscreen replacement was good & quick but I left with more problems than I came with. AVOID THIS PLACE. Not sure how to reply but my reg numb is PLT838 also the rain scensor isn’t working I supplied my number plate & nothing had been done. They reply to your comment so people think they done something it’s a scam. AVOID THESE ANIMALS at all costs! Spend your money elsewhere!

Fantastic, easy customer service. The lady on reception has wonderful customer service, very warm friendly and efficient. She helped me get everything sorted effortlessly. The windscreen was replaced quickly too, and the other man who called me was also very efficient and helpful. Was surprised how easy and quick it all was Service: Auto windshield replacement

Hi NOVUS Glass West Auckland... Is it deemed common practice to accept the job of replacing a car window, then to ignore the calls of a client wondering when someone will come to fix said window for over a week? Furthermore, is it common practice for your managers to cancel jobs at the 11th hour and hang up in the face of inoffensive clients, as opposed to understanding why a client may be upset especially when said client trusted the company to oversee the job from over 7 days ago, and seeking out ways to maintain both the customer's loyalty and the business' reputation? Please let me know if this is what NOVUS deems as good customer service.Service: Auto side window replacement

Quick responses & friendly services Highly recommend to use this company.

I went there to get a small chip fixed. When I got back they said the full windscreen needs replacing because it cracked during fixing. After that I got a quote for the replacement which seemed a bit high, so I did some research.  Turned out Novus glass is by far the most expensive service in Auckland. In some cases 50% higher price. Not recommended.

AVOID! Upon removal of the window screen during replacement a very small rust patch was found underneath the window seal that needed to be treated. The size of thumbnail The Novus team quoted me $650+GST to treat this. With the screen out of the vehicle, i felt held completely over a barrel to except their offer. Fortunately a friend of mine was able to arrange for the rust treatment to be completed in a nearby body-shop for a fraction of the price, $150+GST. Novus were clearly lining their and their friends pockets with my unfortunate situation. Disgraceful. I will not be coming back and I hope this review warns others.Service: Auto windshield replacement

Thank you Novus for your outstanding service. Kana was able to provide me with the best service everrr and get my vehicle road worthy in less than a day... driving away smiling is what I love to do.Service: Auto windshield replacement