Diamond Certified Company Report

Novato Auto Service

Diamond Certified Company Report

Novato Auto Service

Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i
Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 276 VERIFIED CUSTOMERS i

Linda J.

VERIFIED Novato Auto Service CUSTOMER

1 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

That is the place to go to in town and I bring all of my cars there and my whole family goes there. They are courteous, reasonable, and I have always been satisfied.

I feel like it is reasonable and I feel safe and comfortable with their service. They are knowledgeable and I am not being ripped off. I completely trust them. If I have an emergency, they will squeeze me in and they will always find a time to schedule me.

Marco C.

VERIFIED Novato Auto Service CUSTOMER

2 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

It's definitely a business that you can trust. They tell you everything you need to know and they don't try to rip you off.

He takes me in and it's very convenient. He makes time for me.

Michael L.

VERIFIED Novato Auto Service CUSTOMER

3 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

Scott is a trustworthy mechanic and a great businessman. I highly recommend anyone who needs auto service to come to him.

My wife and I both use Novato Auto Service and we both really trust Scott. He makes us feel at ease. That's a major reason why we go there.

Read All 276 Survey Responses at Ratings View
Diamond certified VIDEO PROFILE
Diamond certified company PROFILE

Novato Auto Service is a locally-owned, family-operated maintenance and repair shop that provides a wide range of services for all types of vehicles. The company’s technicians have more than 65 years of combined industry experience, and they’re trained to perform factory scheduled maintenance; offer computer diagnostic services; repair brakes, shocks and struts, electrical systems, tires, and suspensions; and much more.

Owner Scott Kaplan has been working in the auto repair industry since 1983. Mr. Kaplan purchased Novato Auto Service in 1995 and immediately began developing customer relationships based on reliability and honesty. “We’ve built an important level of trust with our clients, and we strive to uphold our reputation for offering high-quality products, parts and services.”

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COMPANY REPORT NAVIGATION

Diamond Certified Companies are Rated Highest in Quality and Helpful Expertise.

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DIAMOND CERTIFIED RESEARCHED CAPABILITIES ON Novato Auto Service

COMPANY CONTACT
Locations

Marin County
Mill Valley
San Rafael
Novato
San Anselmo
Corte Madera
Belvedere
Tiburon
Larkspur
Fairfax

Get Directions
SERVICES PERFORMED

Factory-Scheduled Maintenance
Brakes, Shocks & Struts
Exhaust System Repair
Mufflers
Electrical Repair
Computer Diagnostics
Steering & Suspension
Tires
Digital Wheel Alignment
Loaner Cars Available
(Reservation Required, Ask Service Advisor for Details)

BRANDS Supported
  • Valvoline

  • CarQuest

  • Napa

  • WORLDPAC International

DIAMOND CERTIFIED RESEARCHED ARTICLES ON Novato Auto Service

Company Profile

Novato Auto Service is a locally-owned, family-operated maintenance and repair shop that provides a wide range of services for all types of vehicles. The company’s technicians have more than 65 years of combined industry experience, and they’re trained to perform factory scheduled maintenance; offer computer diagnostic services; repair brakes, shocks and struts, electrical systems, tires, and suspensions; and much more.

Owner Scott Kaplan has been working in the auto repair industry since 1983. Mr. Kaplan purchased Novato Auto Service in 1995 and immediately began developing customer relationships based on reliability and honesty. “We’ve built an important level of trust with our clients, and we strive to uphold our reputation for offering high-quality products, parts and services.”

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Company Philosophy

"The key to our success is our attention to detail. We stick with our customers' problems and don't try to oversell them anything. They appreciate our honesty, and we appreciate the chance to provide them with high-quality, straightforward repairs."

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Comparative Summary

Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for auto repair shops that have earned the prestigious Diamond Certified award. Novato Auto Service has spent almost two decades cultivating an excellent track record for customer satisfaction, and according to owner Scott Kaplan, that’s exactly why people continue to bring their cars to the locally-owned, family-operated shop. “We’re fair and honest, and our customers love that about us,” he shares. “Our people are like our family.”

Novato Auto Service has been servicing and repairing all types of vehicles since 1995. The company’s technicians have more than 65 years of combined industry experience, and they’re trained to perform factory scheduled maintenance; offer computer diagnostic services; and repair brakes, shocks and struts, electrical systems, tires, suspensions and much more.

Unlike auto shops that emphasize workload volume over quality, Novato Auto Service is known for providing long-lasting repairs. “When a car comes in to our shop, we focus on fixing the problem the first time so the owner doesn’t have to return for the same issue,” assures Mr. Kaplan. “We have a thorough quality control process that includes testing the car, diagnosing and repairing the problem, and then road testing it again to confirm the problem is repaired correctly.”

Another feature that sets Novato Auto Service apart is its state-of-the-art equipment and staff training. “Today’s cars are becoming more and more advanced, which means the equipment and training we need to keep up with that is constantly changing,” explains Mr. Kaplan. “We have new equipment in just about every department, and we’re constantly updating it so we can keep up with the newest industry technology.”

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Industry Info

With gas prices seemingly always on the rise, smart consumers are looking for ways to get more mileage out of every gallon. The following tips provide information on vehicle maintenance and driving techniques to help you improve your car’s gas mileage.

Make sure you’re on a scheduled maintenance routine. “At certain mileage intervals, every manufacturer has a list of things to be checked, inspected and replaced,” explains Scott Kaplan, owner of Novato Auto Service. “Some of these things, including air filters and spark plugs, can really affect the mileage your car gets. Replacing them regularly keeps your car from working as hard, which means it uses fuel more efficiently.”

Have your auto technician test your tire pressure on a regular basis. “A car with underinflated tires gets a lot less mileage per gallon than a car with properly filled tires,” reminds Mr. Kaplan. “Most cars have a sticker on the door or an entry in the owner’s manual that shows how many pounds per square inch the tires should be inflated to. It makes a big difference.”

Don’t be an aggressive driver. Sharp acceleration and braking can waste up to $0.50 a gallon. Imagine an egg is under the gas pedal and accelerate gently enough so the egg won’t crack.

Slow down. Studies show that for every mile you drive over 60 mph, you end up wasting the equivalent of $0.10 per gallon.

Combine errands. When your car’s engine is warm, short trips can use as much as twice the fuel as longer trips covering the same distance. Plan your trips to combine short errands and you’ll take advantage of your vehicle’s natural efficiency.

Avoid peak commute hours. Freeway stops and starts, long-time idling and driving at slow speeds can sap your car’s fuel economy. If possible, stagger your commute times to avoid rush hour.

Avoid using your air conditioner. Turning up the A/C is a known fuel-waster. If it’s cool enough outside to be comfortable, drive with your windows down or with the fan vents open when you’re at speeds below 40 mph. For highway driving at higher speeds, the drag created by open windows can actually cancel out any fuel savings gained by not using the air conditioning.

Don’t splurge on high-octane fuels. Unless you drive a high-performance vehicle or your owner’s manual suggests using a high-octane gasoline, fill up with regular octane fuels.

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Frequently Asked Questions

Q: How often should I have my car serviced?

A: We recommend bringing your car in every 5,000 miles so we can service the engine, change the oil and filter, and check the tires and brakes. If we see customers every 5,000 miles, they can often avoid large repair bills that could have been prevented. If we don’t see their cars, we can’t identify something that could leave them stranded on the side of the road. We can’t predict the future, but there are obvious things we can watch for to prevent inconvenience and breakdowns.

Q: Will there be a charge to diagnose my car?

A: If we can easily diagnose the problem by looking at or listening to the car, we won’t charge you for it. But if we have to take things apart to find the problem, we have to charge a diagnostic fee. We compare it to exploratory surgery—we don’t have MRIs and x-rays, so sometimes things have to be mechanically dissected to determine the cause of the problem.

Q: Do I need to make an appointment for service?

A: Yes. We can usually take care of you that day, unless we’re extremely busy. But if it’s an emergency, we’ll definitely try to accommodate you.

Q: How will I get back home or back to work while my car is being serviced?

A: We can shuttle you if it’s local. We even provide courtesy cars if you reserve them ahead of time or if we have them available in-house. We always try to find a way to accommodate our customers.

Q: What does the warning light on my dashboard mean?

A: To determine the source of a warning light, we need to hook our computers up to your vehicle and extract that information. But if it’s something strange or something we haven’t seen, we might need to get into diagnostics. Although we have a lot of modern equipment, it still requires a human brain to pinpoint those types of problems.

Q: Will you let me know what the estimate is before you do the repair?

A: Yes, we offer a free written estimate before any work is done. We feel you should be aware of what we’re doing, what the car needs and how much it will cost to fix it.

Q: What’s the difference between my car’s air conditioning system and its cooling system?

A: They’re two totally different systems. Air conditioning systems are like little refrigerators under your car—they blow cold air into your vehicle when turned on. Your cooling system stabilizes the engine temperature and keeps your car running correctly.

Q: How can I take care of my car’s cooling system?

A: The first step is to have a professional make sure your coolant strength is potent enough. Most modern antifreezes should be changed every 50,000 miles or so. If you notice your car starting to get hot, check the coolant level (wait until the engine is fully cold to avoid injury). If it’s full and the car is still getting hot, take it to a professional.

Q: What should I do if my car is overheating?

A: If you’re driving and the temperature indicator keeps rising, pull over immediately. If you keep driving, it could permanently damage the engine, which can be very expensive to repair. A lot of people try to make it a few extra blocks and end up blowing the cylinder head. The best thing to do is stop and get your car towed into a shop to have it checked out.

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SELECTED PHOTOS FROM Novato Auto Service

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Diamond Certified RATINGS ON Novato Auto Service
Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i

Each surveyed customer was asked, “If you needed any helpful expertise, did this company provide that expertise?” To calculate this score, total “Yes” responses were divided by total responses (excluding those that stated they hadn’t needed any expertise).

Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 276 VERIFIED CUSTOMERS i
Novato Auto Service : Average 8.9 out of 10 based on 276 unique customer surveys of customer satisfaction.

Linda J.

VERIFIED Novato Auto Service CUSTOMER

1 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

That is the place to go to in town and I bring all of my cars there and my whole family goes there. They are courteous, reasonable, and I have always been satisfied.

I feel like it is reasonable and I feel safe and comfortable with their service. They are knowledgeable and I am not being ripped off. I completely trust them. If I have an emergency, they will squeeze me in and they will always find a time to schedule me.

Marco C.

VERIFIED Novato Auto Service CUSTOMER

2 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

It's definitely a business that you can trust. They tell you everything you need to know and they don't try to rip you off.

He takes me in and it's very convenient. He makes time for me.

Michael L.

VERIFIED Novato Auto Service CUSTOMER

3 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

Scott is a trustworthy mechanic and a great businessman. I highly recommend anyone who needs auto service to come to him.

My wife and I both use Novato Auto Service and we both really trust Scott. He makes us feel at ease. That's a major reason why we go there.

Adam B.

VERIFIED Novato Auto Service CUSTOMER

4 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

I only went there once, so I don't have much to say.

He is a friendly guy.

Anne C.

VERIFIED Novato Auto Service CUSTOMER

5 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

I was very satisfied.

Their service, they had service when a lot of them don't.

Vick W.

VERIFIED Novato Auto Service CUSTOMER

6 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are good. They listen and they deliver the car when they are supposed to.

The fact that they set up appointments and they give you time to write it up and ask questions. They call you when the car is ready, which is usually a bit ahead of time.

Michelle W.

VERIFIED Novato Auto Service CUSTOMER

7 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

They're good people. They're truthful and honest.

I like their convenience.

Wendy S.

VERIFIED Novato Auto Service CUSTOMER

8 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

I don't know.

I like Scott. He is a nice guy.

Kellie J.

VERIFIED Novato Auto Service CUSTOMER

9 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were friendly, efficient, and the price was reasonable.

I liked that they could get me in right away.

Kevin L.

VERIFIED Novato Auto Service CUSTOMER

10 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

The best mechanic in the North Marin area

They take care of everything that is necessary.

Diane D.

VERIFIED Novato Auto Service CUSTOMER

11 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

I use him all the time. I've referred people to him before. He's the best. He can do anything you need done by him.

They're friendly, timely, and they always fix what's wrong with our cars.

Mike F.

VERIFIED Novato Auto Service CUSTOMER

12 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

Scott is honest. He gives you good information.

The whole crew is amazing.

Peter V.

VERIFIED Novato Auto Service CUSTOMER

13 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

They seem to care about your car's problems. They do the job right.

They are on time with appointments. They are personable.

Russel T.

VERIFIED Novato Auto Service CUSTOMER

14 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

I don't know.

They did a fine job.

Stacey W.

VERIFIED Novato Auto Service CUSTOMER

15 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would say that they are good, consistent, quick, and reliable. They fix your car quickly.

The quickness of their work is my favorite thing, they have helped me out in a pinch a few different times.

Stephanie G.

VERIFIED Novato Auto Service CUSTOMER

16 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

Ken is very nice and very polite. I adore Hung as well. They are fast.

Their location, because I work right down the street from them.

Wayne G.

VERIFIED Novato Auto Service CUSTOMER

17 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

They do great and accurate service.

They didn't try to overcharge me.

Angelo L.

VERIFIED Novato Auto Service CUSTOMER

18 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

It's a great service. The people there are wonderful, and I wouldn't go any place else.

The service is prompt, they get right to the point, they give you a price, and it's always right.

Carla S.

VERIFIED Novato Auto Service CUSTOMER

19 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

Scott, the owner, is amazing and the only person I trust with my car.

I feel that they have a reasonable price compared to other places in Novato.

Craig H.

VERIFIED Novato Auto Service CUSTOMER

20 of 276

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are very reliable and honest.

They are honest. I have been using them for 20 years.

Read All 276 Survey Responses at Ratings View