Spotlight: What are our customers saying?
First use of service. Excellent response from initial reporting of problem to rapid arrival of mechanic and problem sortedRead on
THIEVES and CHARLATANS stay well clear. Impossible to speak to someone direct and even worse trying to get a refund as we discovered. When not wanting to renew my policy I requested that it be can...Read on
Bought a car breakdown cover through groupon for around £15 which luckily I never had to use. I received an email a week before my policy ran out informing me that they had renewed my policy and ha...Read on
Nova Direct and their sister company PEX insurance are scammers and crooks. Please please don't ever buy car breakdown service from them. We had a nightmare experience with them recently which we w...Read on
CON ARTISTS!!!!! AVOID!!!! Van chucked its guts up and emptied the oil everywhere. Totally unsafe to drive, not to mention illegal to drive a vehicle with heavy leaking on a public highway. W...Read on
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Car breakdown cover
First use of service. Excellent response from initial reporting of problem to rapid arrival of mechanic and problem sorted
DO NOT BUY!!! £10.00 TO CANCEL AT £30.00 BREAKDOWN POLICY. FIFTEEN MINUTES ON THE PHONE TO CANCEL JUST TO BE TOLD THAT THEY WILL SEND A LINK TO CANCEL THE POLICY - THEN THE LITTLE SURPRISE OF PAYING A FIVE POUND ADMIN FEE AND A FIVE POUND CANCELLATION FEE!
Disappointing and unethical company - AVOID DOING BUSINESS WITH NOVA DIRECT AT ALL COSTS.
On March 21 I discovered my car had a flat battery. Nova Direct sent a breakdown recovery vehicle for roadside assistance.
My vehicle was locked and would not respond to the electronic key fob. We needed to gain access to the cabin of the car so that we could open the bonnet and recharge the battery. So he took the manual key that was hidden inside the key fob and tried to use that to turn the manual key lock in the driver’s side door. But it didn’t work and the door would not open.
The breakdown guy was pretty hopeless. He thought the lock was jammed and needed oil. He didn’t have WD40 in his van, which I had to go and source myself to squirt in the manual lock. Then he tried over, and over and over again to turn the key (anti-clockwise).
He looked for another key entry point in the boot but couldn't locate one.
As a last resort he suggested he could dismantle the wing mirror to recharge the battery from the indicator light but he wasn’t insured to do so and thought he might break the mirror.
Then he said he had run out of ideas and left.
That night I called Nova Direct and explained all of this and they said it sounded like I needed a specialist locksmith, but because I hadn’t paid for extra key insurance they could not help. I accepted this. The Nova Direct representative did, however, say that if I succeeded in gaining access to my vehicle they could send out another call out (my policy entitles me to six in a year and this had been the first).
The next morning I attempted to gain access to the vehicle and did it fairly easily by turning the key CLOCKWISE. The representative they had sent had for some reason been unable to work this out. All i then needed was a jump start and charge on the battery.
I called Nova Direct only to be told they would not send a second call out for the same reason and each one had to be unique, despite their operative being at fault the night before and despite their call centre representative telling me that I would be supported by a second call out the night before.
All this has happened during the Coronavirus outbreak leaving me hampered and unable go use my car to get essential supplies.
This is a disappointing and unethical company - AVOID DOING BUSINESS WITH NOVA DIRECT AT ALL COSTS.
Car did not start this morning, asked Nova to send recovery driver, they asked me if you are key worker need letter from police I told him don't need the letter. Spoke to Local Police, Officer told me we don's issue letter, Recovery company should read the advice on UK GOV website, made another call to explain, that you I don't need a letter. he refused to send recovery driver without providing confirmation letter from police. Just scam company won't do the business again.
THIEVES and CHARLATANS stay well clear. Impossible to speak to someone direct and even worse trying to get a refund as we discovered.
When not wanting to renew my policy I requested that it be cancelled and the premium refunded. The company has refused to refund me as they claim I cancelled my old policy not the renewal. Why on earth would I canel a policy that was due to expire in a matter of days???? A response from Nova Direct would be nice as they don't seem to acknowledge any negative reviews.
As you can see from the reply from Nova Direct they don't care or acknowledge any responsibility for the obvious error. When you pay an admin fee to have a policy cancelled you expect a competent level of service not this ....
Bought a car breakdown cover through groupon for around £15 which luckily I never had to use. I received an email a week before my policy ran out informing me that they had renewed my policy and had taken £55 out of my account. I tried to ring to speak to someone which is impossible so I had to go to the website to cancel this only to find out I had to pay a £10 fee to cancel. After doing this I am now waiting on a refund of the £55.
I would strongly advise people against this company unless you like the stress.
I could only imagine the pain you would go through if you need to use this company for a breakdown
Car breakdown service
Nova Direct and their sister company PEX insurance are scammers and crooks. Please please don't ever buy car breakdown service from them. We had a nightmare experience with them recently which we want to share with everyone so that people stay away from this corrupt company. We were in a breakdown situation recently on the M6 motorway . Around 1 pm we raised a breakdown claim. The car was completely dead and we had a young infant around 2 years old in the car. First of all, the sub-contractor (PEX) they used, their customer service representatives are so rude and have no sense of customer service. They took ages to understand our issue and almost wasted 90 minutes to even start the claim process and dispatch the driver. Secondly they were ...-bent on telling me that they will tow our car to the nearest garage. Our policy was 'National recovery' and explained to them that once the driver will come it will already be too late for any garage to serve me as it is Sat and then next day being Sun what we will do in a place almost 2hrs away from our home. As part of our policy they have to give me overnight travel in a hotel which will cost them more money than towing the car back home. The guy on phone told us that they need to raise this directly with Nova direct as they are PEX and managing the claim on their behalf.
We spoke to nova then and their rep told us it is the claim admin discretion what service they are offering. This was a shock as our policy ‘National recovery’ clearly states that in case if they can't repair and the local garage is closed then they are obliged to tow the car home. After a bit, the Nova guys stopped responding. The standard contact number goes directly to PEX. Basically both are the same and they just play games with their customers to avoid helping them. Anyway after waiting for 4-5 hrs on the motorway the PEX recovery driver arrived. Till then the car system was frozen and even the boot was inaccessible. The highway maintenance/traffic police were asking us to remove the car ASAP from the motorway. 5hrs to attend a family who is broken down on a motorway with a 2yrs old child is totally unacceptable. Anyway the driver came in and he tried to charge the battery and some other gimmicks but he wasn't able to fix the car. He was totally incompetent and didnt have the right tools in his recovery van.. He told us he needed ‘specialised’ tools to tow the car. We were like what! you have got a recovery van and haven't got the tools to tow the car which is the main thing any recovery company will do. He then told us that he will contact his supervisor to ask for more assistance and will let us know. He went into his van and after some time left the scene without even informing us. We called PEX again and the rude supervisor, to our further shock, told us that the ‘special thing’ to tow our car was a special instrument and our policy doesn't cover that. This was news to us as never ever we have experienced that a special instrument is required to tow the car when it is broken down. We have used so many other (budget) breakdown companies not AA or RAC and they have always managed to tow the car. It was now almost 5-6 hrs that we were stranded on the motorway and the traffic police told us that we have to remove the car now. We paid them £150 to tow the car. Their contractor came immediately and firstly they were able to charge the battery which Nova/PEX contractor wasn't able to. This released the key from ignition and unlocked the boot as well. They were also able to tow the car to their compound. They then dropped us to the nearby service. We took a cab to the nearest station and took a train costing us (£80) to our holiday destination.
The way Nova/PEX treated us was inhumane and devoid of any customer service and general sympathy. We raised a complaint using their website and almost after a month they responded with the audacity to defend their shoddy customer service with no apologies or compensation.
CON ARTISTS!!!!! AVOID!!!!
Van chucked its guts up and emptied the oil everywhere. Totally unsafe to drive, not to mention illegal to drive a vehicle with heavy leaking on a public highway.
Was refused breakdown assistance on the grounds that the van was "able to start and drive forwards and backwards under its own power"
DO NOT BUY BREAKDOWN COVER FROM NOVA AS YOU WILL NOT BE COVERED IN THE EVENT OF A BREAKDOWN. YOU WILL HAVE THE FALSE SENSE OF SECURITY OF BREAKDOWN COVER WHICH IS USELESS!!!!!!!!
Easy enough to purchase.
Gold standard.. Thought best policy available for UK and Europe..
Luckily my issue was in the UK and not in Europe because they were absolutely pathetic..
My car oil warming light come on as I was sitting at the traffic lights. Pulled in to the side Rd as the light and oil warning alarm was flashing and the car started to make a very noisy knocking sound.. Being mechanically minded I knew it was a serious fault with the engine..
As I say pulled over to a safe spot and called the help line for assistance
Explained what happened and the guy said I wasn't covered because I had moved the car..
In affect it was not an emergency as I did not stop exactly where the breakdown occurred even though it was dangerous to do so..
And the car was driven..
I explained that the car was not able to move any further as the engine was now seized.
Still he said I was not be offered assistance as the car had not in the place where the initial breakdown occurred..
There was no reasoning with the guy whatsoever
Even though I explained that I was 30 miles from home with no one to help me..
And I had no idea where or how I was going to recover the car or get home..
I was deserted and left on the side of the road and left with no help at all..
Only grateful I didn't have the wife and kids with me..
So please avoid this company at all costs..
How did I get home..
I joined the Rac.. At the side of the road.. It asks if you are broken down now call..
I did and very shortly got me home..
Car Break down cover
Not worth buying the car break down cover. Had a issue with my car and at that point of time was quite far my home and had no idea what was wrong with my car also it was quite late in the evening. On starting the car it was giving a warning light and on looked at the manual it was clearly written not safe to drive and please visit the local mechanic. Call up the customer support line and they refuse to provide any road side assistance as my car was able to move even though it was not safe to drive and it was quite late in the evening on Sunday. This was a rediculous excuse I have ever heard and refuse to provide any assistance. Not worth taking a policy from this company.
I have had breakdown cover, over many years, with AA, RAC, Green Flag, to mention a few. With all of these I paid an annual fee - for unlimited callouts.
I decided to try Nova but, when my car wouldn't start yesterday and I called Nova, I was told there was a £40 fee (excess) just to notify a breakdown garage - I'll presumably have this 'excess' to pay anytime I call them out. I asked if I could get the car to my home (where I had my debit card), but was told that I needed to pay right then, Sat in my broken down car. I am deeply unhappy with their service and don't feel that they make clear on their website these 'excess' call out fees. I wish to be freed from being with Nova - however, they won't refund so I'm writing it off as a bad experience and I'll take my cover with AA - effectively paying twice for my cover. I feel I need to warn others, who may end up in a similar position to me - I will post details of my experience as far and wide online - review sites/social media, to make others aware of the 'excess' fee - and the fact that whilst driving, with the Nova cover I purchased, people must carry a credit/debit card at all times (do their breakdown drivers accept cash). Because I didn't have £40 or my debit card with me, I was stuck in a carpark until, a good few hours later, until a friend who has a garage got home, came out to me and fixed the small fault. I'm very unhappy with their cover.
Worst company ever avoid just pay for decent cover
ABSOLUTELY HORRENDOUS. DO NOT BUY.
I called Nova at 6:10pm, they said they would be there within 60-90 mins. 2.5 hours later they called to say they couldn't find anyone but would call back. I then did not hear from them. I got a taxi home at 9:30pm. They txted me shortly after to say someone would be in touch. At 11pm the recovery vehicle called to say he was on his way. If I had stayed in the car, I would have been there over 5 hours.
Nova have refused to send another recovery vehicle out. They then cancelled my policy.
Outrageous customer service. They clearly don't care at all.
I broke down on a section of the A9 that was down to one lane and no hard shoulder was on the road verge very near the moving traffic took 20 mins to get an answer from nova direct .
Called them at 11.30 by 1.30 still no recovery managed to fix the flat myself after being unable to get one awkward bolt out that was stuck but when I phoned to let them know I had fixed the puncture they informed me that if I left before the recovery arrived I would be charged £100 .I told them it was not safe to stay on the verge of a busy road that was down to one lane.Against my better judgement I stayed until 1.55pm still no recovery so left now they say they are going to charge me £100
BEWARE NEVER USE NOVA DIRECT ABSOLUTE SCAM
Remember please everyone. If a service like this fails after an allotted time you are within your rights to call for an emergency recovery if that’s what you require making sure of proof of all dealings for recovery. Then take the company to the small claims court for recovery of costs. You will not fail to be refunded for all costs and please add an inconvenience fee of £100 for having to use your time to take them to court. It’s well within your legal rights.
Awful experience, took my money and then refused to fix my phone, they started to hang up on my calls and then ignore the calls from my number . Used a friend's phone to call and spoke to sombody straight away who hung up once they were told my policy number . Still haven't been refunded the money I spent . Terrible company
called for home assist the advisor took all my details said 60-90 mins
then said you have to send proof your a key worker im a construction worker and he was questioning me going to work at 5pm iv had the breakdown cover for 2yrs and never called them until today he was rude and at no point was i informed you had to be a key worker to use the breakdown service it is a terrible company and i will be making an official complaint they take your money but you do not get any service surely that is illegal