Novus Complaint - Taken by Novus
The windshield of my car was hit by a stone that caused a crack smaller than the size of a pea. My insurance company (Geico) gave me a list of auto glass repair companies they recommended that I could call to have the crack repaired. Geico would pay the cost of the repair. I called Novus because that was the first name I saw--with a big ad--when I opened the phone book. The next day a fellow came to my house from Novus. I showed him where the crack was (it was so small it was hard to see) and left him to work on the car. Not more than two minutes later he rang the doorbell and told me that he had "bad news:" the crack had spread and he couldn't repair it. He'd have to come back in several days to replace the windshield! The new cracks went straight across the windshield, at least ten inches on either side of the original tiny crack. I told him not to come back. When my husband called the Novus office, the manager told him that 80 per cent of the time small cracks can be repaired. In other words, Novus has a 20 per cent failure rate for repairing small cracks in windshields! I called other companies to find out about their success rate for the repair of small cracks in windshields. Everyone of them had a success rate of close to 99 percent. One fellow I talked to had only two windshield cracks spread in over a 5 year period. I also learned that extreme temperatures or cracks close to the rim are the riskiest to repair. The temperature was 70 degrees on the day the Novus fellow messed up my windshield, and the crack was not at the rim. I have a $250 deductable on my insurance, so I had to pay for a new windshield. I found a company to replace it for $160. Novus was going to charge the full $250. They would have only gotten $50 for repairing the crack. It looks like it is their best interest to cause small cracks to spread because replacing a windshield is a lot more lucrative that repairing it.