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Phillip Murphyvia Google

3 months ago

Had the team from Nova install a split system and ducted Air con had no problem with showing up on time on the day for both jobs , The team performed great nothing but praise for them very happy about the job done . Thanking you Team Nova.

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Angie Batevia Google

3 months ago

Karen's responses have always been prompt and courteous. The care she has given our project and the patience she has shown us as we have waded through making decisions has been matched by her confidence in and knowledge of Nova products, services and technicians. She has been massively appreciated throughout this process and we look forward to working with Nova with confidence as the project progresses.

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Chris Zhuvia Google

3 months ago

Very bad customer service and bad communication Their tech and pricing is good. You can’t fault them but they seriously need training in how to treat people with respect and dignity instead of treating customers like they’re gonna default on payment. The way they demanded payment and the owner causing a scene while at my tenants place for not getting his way makes you genuinely feel sorry about them and how little trust they have in people. Thank you for your service but no more thanks :)

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Kris Mareevia Google

4 months ago

Recently had a quote from Nova air and electrical to install a new split system. Guy came out, did not measure anything just eyeballed the area that the system could go and then sent a quote that afternoon. Got approval to install and emailed that we would like to explore finance options to which we received no response. I then called and we decided that the finance options were not suitable given the high interest rates with the company they use. Was sent an invoice to pay a 50% deposit and told that I had until the following Monday, called on the Friday, to make the payment as I needed to have a discussion with my partner to make sure we were happy to go ahead with the install and received an invoice demanding payment for the same day! Overlooked this and booked in. Come to the day of install and the technician was booked to arrive between 7am and 8:30am which was perfect as I had another booking to get to that same afternoon for an urgent car repair and the timing of the completion of the air con install lined up perfectly with the other appointment. 8:30 arrives and no sign of the technician, no phone call, no sms or any communication whatsoever. Contacted the office to be told that several staff had called in sick and they were trying to shuffle jobs around. Rang back an hour later and spoke to Andrew, the manager, who informed me that he could get someone out at 1pm or reschedule my install for another date which did not suit as we had waited a month for this date and taken time off work etc. At 1:15pm Andrew arrived and I instantly noticed that the unit was much bigger than what we had been expecting based on our quote and due to this I had to remove shelving, move curtain rods only for this to be pointless as the unit ended up being put somewhere else entirely. Thankfully, the two men who did the install were great at their jobs and managed to install the system without impacting existing gas lines in the wall that had not been previously factored in despite asking about this during the quote process. As for final payment of the remaining 50%, we asked several times when it was due and kept being told “after the installation” with no exact specified time frame and we then were told within a few days and received a final invoice demanding payment the next day! No time to take a few days before it was due or anything! Which could’ve been told to us in the 5 weeks prior to install which would’ve allowed us to prepare for such a large expense! Fast forward to today, a week post installation, and we have had to request a technician to come out and check the system as the heat mode is not functioning correctly. I understand that things happen but the lack of communication and explanations when things don’t go to plan is really not impressive given how much people are spending and the sheer fact that people booked for free quotes were prioritised over those who had paid and booked installs was frustrating. The two men who did the install were great and I cannot fault them at all! They were friendly, happy to have a chat while they worked, they got the job done quickly and they were very respectful of our home, offering to take their boots off, clean up, asked politely to use the bathroom etc. Would happily have these men come back for a job again and they are the only reason why we are giving the review that we are because if not for them, we would have requested our deposit back and gone to another business. Really disappointed especially given that Nova is such a well known business in Newcastle. We do want to add that throughout the process there have been a handful of moments where things have been dealt with appropriately and with understanding of our frustrations and this is appreciated. Feedback is to ensure that communication is prioritised. Not a good look when the customer is having to chase the business when we are spending thousands and planning installations or services weeks/months in advance and there are other reviews that are similar so this is clearly not a once off issue.

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Jarrod Fordhamvia Google

over 3 years ago

Definitely recommend Nova Air. I've had 2 air cons installed in the last year and they work great, the Mitsubishi's are small and compact but still do a great job heating and cooling. The team are always friendly and helpful, It was quoted and installed in no time at all. The prices are also extremely reasonable.