ComplaintsforNovus Glass South Surrey

• Initial Complaint

  17/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  NOVUS completed a windshield repair on October 28, 2020. the vehicle has been in storage and not driven since it was repaired. In November 2021 I discovered the windshield had cracked around the rear view mirror. I called NOVUS and booked an appointment to have it replaced under their warranty. I showed up for the appointment on March 16, 2022. After they looked at the vehicle they claimed the only way for it to have cracked was for someone to have pulled on the rear view mirror. As previously stated, the vehicle has been parked and in storage the entire time. I informed them of this, additionally that I had security cameras, and alarm for the vehicle. They just kept repeating that only way for it to happen is if someone pulled on it, which I reiterated, did not happen. NOVUS refused to complete the replacement unless I paid for it in full. Their original installation was either incompetently done or the windshield they installed was defective. I will not bring by vehicle back to them. But will accept a full refund of the original installation or for them to cover the **** $300 deductible for me to have it replaced again at another facility.

  Business response

  05/04/2022

  Good morning,

  Sorry for the late reply, we did not receive a copy of the first complaint.

   

  Mr. *** brought his vehicle in to us a few weeks ago as his rear-view mirror had fallen off and cracked his entire windshield.

  Mr. *** wanted us to replace the windshield under warranty.

  We explained to Mr. *** that is the mirror had “Just fallen off” it would not have damaged the glass.

  The mirror is held on my two activated glue components, and if it was to fall it would be because the glue (maybe not enough was applied, cross contamination, etc.)

  From our experience the way the mirror fell off and caused damage to the windshield was by force. My guess is someone either pulled hard on the mirror or something hit the mirror with force causing it to come off and take a chunk of glass with it (There is still glass attached to the mirror bracket itself.)

   

  The warranty that Mr. *** refers to in his complaint is also for a Rock chip repair, and not for the replacement.

   

  Please fee free to give me a call at the number below if you would like to discuss further.

   

  Thanks,

  Customer response

  05/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I already stated clearly no-one had entered the vehicle during this timeframe, and therefore no one pulled/hit or otherwise touched the mirror. From my perspective there is no other reason besides incompetent installation or defective glass.

  
  
  Sincerely,
  
  ****** ***

  Business response

  06/04/2022

  Im sorry we are not able to replace your windshield under warranty.

  We can try to replace the windshield for you at a reduced price.

  Customer response

  06/04/2022

  Complaint: ********
  

   

  BBB, per my last message, I have nothing further to say. At this point we are going in circles. 

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