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.