Novus Auto Glass - Extremely Poor Service by Franchise Auto Glass
Automobile Glass and Windshield Patches - Complaint
CASTLE ROCK, COLORADO -- Be aware that this particular franchise auto glass repair and windshield replacement company appears to have never studied the fine art of winning and keeping clientele. When posed with a difficult situation the company telephone representative just hangs up and does not answer call backs.
Been using the company for three years to patch small stars in the windshields of my four cars. The service is paid for by my insurance company. The franchise is run by a mom/dad and the son does the work.
Each time I contact them to schedule the work - their tone of voice on the phone makes it seem as though I am putting them out. There have been times when I vascilate over engaging someone else to do the work.
So, when I engaged them to replace a windshield in my daughter's car I thought that they might be a tad more ethusiastic. Nope. Same attitude about scheduling the work.
We scheduled the work a week in advance. Locked in a time/date. My wife took time off work and waited for the tech.
Twenty minutes after the tech was supposed to arrive I contacted Novus Auto Glass in Castle Rock to let them know that the technician was 20 minutes late and we wanted to know the status.
The customer service representative (CSR; i. e., the Mom) cut me off and informed her that the technican had a 15-minute window to accommodate traffic delays. I politely pointed out that he was already 20 minutes late (i. e., 5 minutes beyond their 15-minute window). I asked that they determine the technician's status and contact my wife to let her know.
The CSR called my wife and told her that the tech was delayed in construction traffic, would be there in 5 minutes, and would really only be 4 minutes late. My wife was a tad annoyed that she had been waiting, and informed the CSR that it would have been nice were they to have actually contacted us (instead of us having to contact them) to let us know that they were running late.
The CSR hung up and would not answer return calls. The technician never showed up. I sent an e-mail explaining what had happened to the dad, suggested that I would give him the benefit of the doubt to explain what had happened before I informed their corporate headquarters and my insurance company. Never heard back.