Nova Automotive Center

Likely to Recommend - 4.0/5.0

Repair Quality - 4.0/5.0

Customer Service - 4.0/5.0

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

My Experience - 5.0/5.0 -

Excellent customer service. Polite and courteous staff. Delivered car ahead of schedule. Good work quality.

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Courteous and professional service. Repair satisfactorily completed in promised time

Customer Service - 5.0/5.0

Likely to Recommend - 3.0/5.0

Repair Quality - 3.5/5.0 -

### Overall Experience: Satisfied With the Repairs, Disappointed With the Service I recently had a claim with Progressive that required my vehicle to be repaired by NOVA Automotive. While I am ultimately satisfied that the repairs were completed, the overall experience was much more frustrating and time-consuming than it should have been. Unfortunately, the problems started **the moment I initially dropped my vehicle off**. When I arrived, the woman working at the front desk was unable to locate my information in the system. **Sael had to come over and assist her in figuring everything out.** Mistakes and system issues can happen, but what was particularly disappointing was her attitude and lack of customer-service skills. Rather than making a positive first impression and welcoming a customer who was there to have their vehicle repaired, she came across as rude and uninterested. She appeared to be more focused on **texting on her phone than assisting the customer standing in front of her**. The interaction felt dismissive and unprofessional. The front-desk staff is often the **first impression customers have of a business**, and unfortunately, this experience was extremely poor. Regardless of what may have been happening behind the scenes, customers should feel welcomed, respected, and taken care of when they walk through the door. In my experience, that did not happen. I would strongly encourage NOVA Automotive to look at who they have representing the business at the front desk because that first interaction does not reflect the level of service customers should expect from a professional automotive repair facility. From there, my vehicle ended up being in the shop for **more than 30 days**. I understand that parts availability, ordering delays, and unexpected issues can happen during a repair, and there were clearly challenges involving both Progressive and NOVA. However, the length of time it took to complete the repairs was excessive, and I believe there should have been much better communication throughout the process. One of my biggest frustrations with NOVA Automotive was the **lack of meaningful customer updates**. Receiving an automated email simply saying something along the lines of "Update" is not adequate communication. It is vague and doesn't provide the information a customer actually needs—what has been completed, what is still pending, what parts are being waited on, what problems have been encountered, and what the expected timeline looks like. When your vehicle has been in a repair facility for more than a month, customers deserve **clear, specific, and proactive communication**, not generic automated messages that leave them wondering what is actually happening. There were also issues with **Progressive's handling of the claim and coverage**. Progressive did not cover all of the repairs that I believe should have been covered, which contributed to an already frustrating experience. There appeared to be too much back-and-forth between the insurance company and repair facility, leaving the customer caught in the middle. That said, I want to recognize the individuals who made a positive difference. **Sean and Jordan at NOVA Automotive** did a good job working through the situation and getting the repairs completed with what they had to work with. I appreciate their efforts and professionalism.

Customer Service - 3.5/5.0

Returned Clean

My Experience - 5.0/5.0

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

My Experience - 5.0/5.0 -

No issues. Everything was nice, nice. The whole car was cleaned. I was updated at every step of the process. Thank you!

My Experience - 5.0/5.0 -

Great communication. Excellent work. And attention to detail

My Experience - 5.0/5.0 -

Do something about your parking situation

Likely to Recommend - 5.0/5.0 -

Very likely. I would absolutely recommend NOVA Automotive Center to friends, family, and colleagues. The repair quality, customer service, communication, and turnaround time were all excellent.

Repair Quality - 5.0/5.0 -

Extremely satisfied! The repair quality was excellent. The front bumper was repaired and painted so well that the vehicle looked brand new when we picked it up.

Customer Service - 5.0/5.0 -

The customer service was excellent. Will was welcoming, professional, and took the time to thoroughly explain the quote, answer our questions, and give us time to make our decision without any pressure. The entire experience was smooth and positive.

Returned Clean

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0

Customer Service - 5.0/5.0

My Experience - 0.0/5.0 -

It was okay. It would have been better if they commanded me to inspect the vehicle rather than asking me.

Likely to Recommend - 0.5/5.0 -

Paint job iam totally dissatisfied

Repair Quality - 0.5/5.0 -

Paint join totally dissatisfied

Customer Service - 0.5/5.0 -

Paint job iam totally dissatisfied

Likely to Recommend - 2.0/5.0

Repair Quality - 2.0/5.0 -

I have a massive amount of paint issues where there is dirt under the clear coat. The HEMI badges are missing on the fenders, I don’t have a front license plate bracket which should have been done as well. My paint in other places has some weird stuff on it which caused it to seep into my paint and is not coming off easily, I found damage to my passenger rear rim, interior panels that have been scuffed up etc. no very happy about any of that but at least it drives okay.

Customer Service - 1.5/5.0 -

It was okay, I was informed multiple times that I would be getting a call back later in the evening about questions that I’ve had and never did receive one. There’s just a lot of miscommunication and no clarity on when the vehicle would be done. I had to drive up there inorder to get the qc test driver down, also found during the test drive (even though it went thru a QC prior to the test drive) the drivers airbag was not fully popped in, it was still popped out.. Finding that made me not have confidence that the vehicle has been QC properly.

My Experience - 5.0/5.0 -

Incredible Staff(Jordan) vehicle delivery before estimated delivery date car repair professionally & delivered in perfect condition Thanks to all staff !!! Very appreciated all !!! Recommend 100%

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

, excellent service timely repair very friendly and reliable technician and staff Jordan the best !!!! She’s the reason I would recommend Nove

Customer Service - 5.0/5.0 -

Thanks !!

Likely to Recommend - 4.0/5.0

Repair Quality - 4.5/5.0

Customer Service - 4.0/5.0 -

I appreciated getting regular automated updates on my cars repair finish date but as it took so much longer than the initial date I was told It would be nice to get information on why the date continued to move

My Experience - 0.0/5.0 -

All of the staff were friendly and made the best effort to be helpful. The final completion of the repairs were well done and I have no complaints there. My issue was that the place seemed very disorganized. It was as if the right hand didn’t know what the left hand is doing. I was told twice that my car was ready when it was not; repairs were supposed to be completed by August 7, several weeks after I brought the car in. Instead, it wasn’t ready until August 28! I also got calls to come pick up the car and when I got there, it was not ready! I got a second call to pick up the car when it was not ready. The place just seems extremely disorganized. Bottom line is that my rental car costs end up being exorbitant because of the length of time for me to get my car back.

My Experience - 5.0/5.0 -

I was very satisfied it was quick

Likely to Recommend - 5.0/5.0

Repair Quality - 5.0/5.0 -

Wonderful repair for my Acura RDX.

Customer Service - 5.0/5.0

Returned Clean