Novus Auto Glass Penrose

I would have "loved" to have "used" this place. Called Penrose the week before Labour weekend to book in for a wing mirror. Used their callback function. Didn't get a call back. Then called again and stayed on the line until it timed out and went back to voice messages. Left a voice message. Didn't call back. So on Friday of that week I drove down to see them face to face. Many apologies and a promise - after taking my wing mirror off to measure and size- thy would call me back the Tuesday after Labour weekend- and possibly even the Saturday of to book an appointment. By Saturday 5th November I still hadn't heard from them so called back. Before being transferred to Penrose again I stated I wished to lay a formal complaint. The receptionist took my details and forwarded them to head office. I was then put through to Penrose who again gave me the most sincere of apologies and a promise they would call back Monday for an appointment time. I asked about the delay and they told me that sometimes it's difficult to size the mirrors correctly. For the record my car is a garden variety Toyota Camry- not a 1960s Lamborghini - but I digress. It is now 10th November and once again I have heard neither from Penrose to book me in - or the head office wrt my complaint. I HAVE however, received a text inviting me to survey about my completed job.umm. Laughable if it wasn't so pathetic- and a clear message about what Novus thinks of its customers. Unprofessional. Inefficient. Go elsewhere. I'm not sure where yet but I'm sure it will be worth it.
19/11/22: Penrose DID respond straight away after this review and service was exemplary. I dealt with Ti who went over and above. Wing mirror was waiting and ready at appt time, and windscreen chip filled in- a really good job done. 1.5 hour job completed in 30 minutes. Fantastic. Unfortunate that Head Office passed the ball in terms of dealing with this complaint- never heard from them, not how I would have done it- nevertheless well done Ti and Penrose.

Novus has the worst telephone system I have ever encountered, they don't answer the phone.

Your contact centre transfered me to your branch twice. Once last week. Left details for callback in queue. Never got a call back. Tried again today, waited over 10min in your queue "NOVUS penrose and cbd", eventually went to voicemail. If you don't want to do business during business hours, why bother?

Booked in through insurance to get my rear glass replaced come back with scratches and broken interior clips don’t recommend to anyone

I had a windscreen replace today. The wiper blade is not fitted properly. When I use the wiper, the wiper is touching the right hand side A pillar.

An hour from making contact to windscreen-chip repair. Don't even hesitate - take your car there if you need ANY glass repairs. Michelle and Alex will sort it for you.

I used Novus twice for windscreen replacements recently and found it very easy to schedule appointments with the friendly staff over the phone. Bruce the field tech who attended to both the jobs is superfast, knowledgeable and experienced. Thanks heaps Team Novus

Really really slow to answer phone, feel like im calling the old telecom company.waited on the phone for like 30mins and no pick up.try to avoid at all cost if your time is precious. If your a free man that has alot of time to waste then novus glass is the best place to go.

Worst service.no one has contacted after last week.repairs pending to door glass with no updates what is happening to the insurance claim process

I cannot in good conscience recommend this business. Had a windscreen replacement here and am thoroughly unimpressed, poor workmanship and poor attention to detail. Get your windscreen done anywhere else.

It was OK. The job seemed rushed, started the car but a sensor on the window fell off and had to go back.

Don’t book in just show up angry and you’ll get basic service, if you book in you’re waiting around for 3 hours.

Brilliant service
Window replacement done at home under 15 minutes for my Mazda 3 18
Thank you for your mobile service Novus

Great friendly staff, recommended anyone, lovely lady forgotten her name, suitable for role Great smile

Two days back, I had windscreen replacement at NOVUS GLASS PENROSE and had a disappointing experience because they have not done their work correctly. There are many flows in there after the outcome. They scratched the body part of the car and damaged the windscreen plastic fitting part while installing the new windscreen. Moreover, after calibrating the radar camera and sensor, they did not fit the sensor and wiring box suitably inside the windshield. There are air bubbles in the rain sensor. I mentioned all these things but still waiting for their call to solve these faults. They said that they would come back in next day. But I am still waiting. These things cost time more than money for any person.

Went for a windscreen replacement and i was told it was half a day job approximately 4 hours or less. So i waited nearby for cafe to realise after 3 hours that they didnt even look at it. Finally after 3 hours i went to pick up, they took my car into the workshop and i got back my car after almost 6 hours wait. Noticed it wasnt just me, there were other customers waiting while their job was finished but none of the staff communicated.
You will get a standard response "your windscreen is being calibrated". How can they calibrate without moving my car from the car park!
truth is they havent looked at your car.
Never again!

An awesome experience - 5 Star! Due to a manufacturing fault a side window in our car exploded in the Summer heat a week before we were to go on holiday. As it was Christmas Holidays we needed to wait till they re-opened. The part was no problem, but finding a time before we went away was challenging. But Trish at Novus Penrose went above and beyond and found a gap for us. Excellent customer service, totally professional and they did a great job. Thanks guys - keep up the good work:)

After a very quick response from Tower Insurance, an appointment was booked to look at a chip on our windscreen. Novus made it super easy. They came to us. Technician kept me updated during the morning to say when he'd be here. All done within 30 minutes.
Great service.

No answer, left my number for a callback on their automated system and nobody called me back. Will use Smith and Smith Glass instead. Would have been 1* but "Every job helps plant native trees around New Zealand" so they get an automatic * for that effort

Service so good you’ll start aiming for rocks to smash your windscreen. From the people that answer the phone to the dudes handing back your keys, they are an absolute pleasure to deal with.