Diamond Certified Company Report

Exclusive Auto Care and Auto Body

Diamond Certified Company Report

Exclusive Auto Care and Auto Body

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 81 VERIFIED CUSTOMERS i

Jason

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

1 of 81

Quality 10
10 10
Loyalty Yes
CRITIQUE

They have good customer service and they do good work.

They were quick to get my vehicle in.

Greg W.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

2 of 81

Quality 10
10 10
Loyalty Yes
CRITIQUE

Excellent customer service

Just excellent customer service and they will bend over backwards.

Artem P.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

3 of 81

Quality 9
9 10
Loyalty Yes
CRITIQUE

It was a good experience and it was as expected.

The estimate was correct and they were consistent with the price and they called me back when I called them.

Read All 81 Survey Responses at Ratings View
Diamond certified VIDEO PROFILE
Diamond certified company PROFILE

Exclusive Auto Care and Auto Body provides a complete range of body repair services for all types of vehicles at its Redwood City facility. In addition to handling everything from dent repairs and custom paint jobs to comprehensive post-collision work, the company performs a variety of mechanical repairs and offers towing services throughout San Mateo County.

Owner Tommy Ngai says Exclusive Auto Care and Auto Body’s honest approach to the auto repair process has been a key factor in its success. “We always tell our customers what’s important to fix right away and what can wait until later, which they really appreciate. Our goal is to develop a long-term relationship with every customer, so we’re honest with them and work with their best interests in mind.”

Exclusive Auto Care and Auto Body is known for its ability to troubleshoot complicated vehicle issues that many repair shops aren’t qualified to handle. “Troubleshooting can be time-consuming, but we enjoy the challenge of finding solutions to our customers’ problems,” says Mr. Ngai. “We don’t just immediately replace parts—we take the time to find out what’s going on so it’s less likely to happen again.”

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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 Exclusive Auto Care and Auto Body

COMPANY CONTACT
Locations

San Mateo County

Get Directions
SERVICES PERFORMED

Auto Body Repairs
Auto Paint
Auto Glass Replacement
Auto Detailing
Mechanical Repairs
Towing

DIAMOND CERTIFIED RESEARCHED ARTICLES ON Exclusive Auto Care and Auto Body

Exclusive Auto Care and Auto Body works on all types of vehicles at its Redwood City facility.

Company Profile

Exclusive Auto Care and Auto Body provides a complete range of body repair services for all types of vehicles at its Redwood City facility. In addition to handling everything from dent repairs and custom paint jobs to comprehensive post-collision work, the company performs a variety of mechanical repairs and offers towing services throughout San Mateo County.

Owner Tommy Ngai says Exclusive Auto Care and Auto Body’s honest approach to the auto repair process has been a key factor in its success. “We always tell our customers what’s important to fix right away and what can wait until later, which they really appreciate. Our goal is to develop a long-term relationship with every customer, so we’re honest with them and work with their best interests in mind.”

Exclusive Auto Care and Auto Body is known for its ability to troubleshoot complicated vehicle issues that many repair shops aren’t qualified to handle. “Troubleshooting can be time-consuming, but we enjoy the challenge of finding solutions to our customers’ problems,” says Mr. Ngai. “We don’t just immediately replace parts—we take the time to find out what’s going on so it’s less likely to happen again.”

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Company Philosophy

“We’ve built our business on word of mouth, so we focus on providing service that makes our customers want to recommend us to their friends and families. We’re here to help in any way that we can, from answering their questions and offering advice to getting their cars back on the road as quickly and safely as possible.”

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Comparative Summary

Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for auto body repair shops that have earned the prestigious Diamond Certified award. For Exclusive Auto Care and Auto Body, keeping customers happy comes down to one specific aspect of the business: solving problems that most other body shops can’t. “Troubleshooting can be time-consuming and challenging, but we prefer to find solutions to our customers’ problems rather than just replacing parts on their cars,” explains owner Tommy Ngai. “This approach allows us to be honest with our customers and explain what’s important to fix for safety reasons and what can wait until later.”

Exclusive Auto Care and Auto Body has been providing body repair services for all types of vehicles at its Redwood City facility since 2012. The company handles everything from dent repairs and custom paint jobs to comprehensive post-collision work, and it also has the capabilities to perform various mechanical repairs and offer towing services throughout San Mateo County.

Unlike less experienced auto body shops that take an “assembly line” approach to their work and sacrifice customer service as a result, Exclusive Auto Care and Auto Body takes the time to build relationships with its clientele. “We love helping people and fixing their cars in ways that they appreciate and trust,” says Mr. Ngai. “And we’re not just a collision shop—we also do general auto maintenance, so our customers can always call us for advice or assistance with their car problems.”

Ultimately, Mr. Ngai sees Exclusive Auto Care and Auto Body’s “one-stop shop” status as its most important attribute. “Most shops provide either body work or general repairs, so the fact that we do both is definitely an advantage,” he says. “Once our customers build relationships with us, they can keep coming back for all of their vehicle needs.”

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Industry Info

After a car accident, remember that you don’t have to follow your insurance company’s recommendations for a body shop.

If you’ve ever been in a car accident, you know that insurance companies usually provide a list of recommended auto body shops for the repairs. While many of those shops are trustworthy and do good work, not all of them are the right choice for every situation.

Tommy Ngai, owner of Exclusive Auto Care and Auto Body in Redwood City, recommends taking some time to research your options to make sure you’re getting a shop that offers all of the services you expect. Here are some things to keep in mind when looking for a body shop:

  • Check reviews and see what previous customers are saying about the shops near you. That way, you’ll have an idea of whether it’s a decent shop that does its best to make its customers happy.
  • Call the shop and talk to someone about your specific needs.
  • Determine if the shop uses OEM replacement parts or aftermarket parts. “OEM parts fit better and last much longer than aftermarket parts,” says Mr. Ngai. “The steel and plastic is more durable on factory-made parts and more brittle and soft on aftermarket parts.”
  • Talk to the shop about details like repair timing, additional perks like rental vehicles or complimentary transportation, technician qualifications and paint matching.
  • Find out if the shop will work with your insurance company. Some companies will even fight for better replacement parts or services, depending on your insurance coverage.
  • Before you have to deal with an accident, try to learn what your insurance policy covers and requires in terms of repairs. Some insurance policies mandate that shops use less expensive aftermarket parts, which can devalue your vehicle. You should also talk about deductibles and other factors that are specific to your situation.
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Frequently Asked Questions

Q: Will you use OEM parts to fix my car?
A: Yes. We like using original equipment manufacturer (OEM) parts because they fit better and last longer than aftermarket parts.

Q: Will my car be safe to drive again after the repairs?
A: Absolutely. We fix everything to factory standards. Depending on the impact and level of structural damage, we use a measuring system to make sure there’s no movement in the chassis.

Q: Will you give me an estimate before work begins?
A: Yes. We understand that price can be an important factor, especially if you’re paying out of pocket for the repairs, so we’ll do our best to help you get a good deal.

Q: Does my insurance coverage dictate the types of repairs I get?
A: It depends on your individual policy. A lot of insurance companies will only pay for aftermarket parts, but if your vehicle is fairly new, we recommend installing OEM parts. Either way, we’ll work with your insurance company to get you the best possible repairs.

Q: Do you guarantee your work?
A: Yes. New paint is covered under warranty for as long as you own the vehicle. Replacement parts are guaranteed by the manufacturers, so those warranties vary.

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SELECTED PHOTOS FROM Exclusive Auto Care and Auto Body

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DIAMOND CERTIFIED EXPERT CONTRIBUTOR ADVICE & TIPS FROM Tommy Ngai

Expert CONTRIBUTOR PROFILE
  • Tommy Ngai is owner of Exclusive Auto Care and Auto Body, a Diamond Certified company. He can be reached at (650) 273-5409 or by email.

Tommy Ngai: Exclusive Expertise 

By James Florence, Diamond Certified Resource Reporter

REDWOOD CITY — Few automotive professionals can boast equal expertise in mechanical and body work, but that’s precisely Tommy Ngai’s claim to fame. It all began with an early introduction to the field. “I’ve been working on cars since I was 12 or 13 years old,” he recounts. “Growing up on a farm, my first encounters with auto repair work consisted of fixing tractors. My brother-in-law owned a gas station that had a little repair shop, and I went to work for him as soon as I was old enough.”

During subsequent years, Tommy worked at Honda and Subaru dealerships before opening his own repair shop in 2012. “I had a dream to make an all-in-one auto repair and body facility,” he says. “Eventually, I moved from my 1,800-square-foot shop to an almost 18,000-square-foot shop, which gave me plenty of room to handle both mechanical and body repair work.”

Today, as owner of Exclusive Auto Care and Auto Body, Tommy says his favorite part of his job is serving his customers. “An important part of owning an auto shop is building clientele. When I was working at the dealerships, I had customers who would ask for me specifically when they brought in their cars. Some of those customers followed me when I left to start my own shop, and I’ve since added more. It feels good to have loyal clients who trust me to take care of their vehicles.”

A resident of Daly City, Tommy likes to stay active when he isn’t working. “I don’t think I ever relax—I’m a 24/7 kind of person,” he affirms. “My business takes up most of my time, but when I’m not working, I enjoy cooking and entertaining at my home. I also like going to restaurants in the city and watching basketball, football, and baseball.”

In regard to a career philosophy, Tommy espouses the importance of customer satisfaction. “Return customers are the lifeblood of any automotive business, so it’s really important to me that everyone leaves here satisfied. I always do my best to advise my customers, steer them in the right direction and make them feel that they got their money’s worth. I don’t want anyone leaving my shop unhappy—besides being bad for business, it just doesn’t feel good. I want to sleep well at night knowing my clients are happy with the service and value I provided.”

When asked the first thing he’d do if he were to retire tomorrow, Tommy says he’d take a vacation. “I haven’t traveled much in recent years due to being busy with work, so I’d probably make up for lost time and do some traveling. I’ve always wanted to go to Germany for Oktoberfest—that’s on my bucket list, so I’d probably do that first thing.”

Ask Me Anything!

Q: What’s your favorite local restaurant?

A: Niku Steakhouse in San Francisco.

Q: What are your favorite sports teams?

A: The Golden State Warriors, the Oakland A’s and the Oakland Raiders.

Q: Are you an early bird or a night owl?

A: Both. I always say sleep is a waste of time.

Q: What was your first car?

A: A 1984 Ford EXP Turbo. Most people haven’t heard of it. It was like a Ford Escort but a two-seater.

Q: What’s your dream car?

A: Any model of Ferrari.

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Expert articles
  • The Importance of a Pre-Purchase Auto Body Inspection

    REDWOOD CITY — You probably know that before buying a used vehicle, you should take it to a professional mechanic to have it checked out. However, an additional step you might not be aware of is having your potential purchase inspected by an auto body professional as well.

    While a mechanic can assess the condition of a vehicle’s engine and important safety components, they won’t be looking for issues related to the body. Used vehicles frequently have hidden body issues, and it often takes the trained eye of an auto body professional to spot them. In some cases, a technician will pull back a suspicious-looking body panel to find hidden damage that wasn’t properly repaired. For example, it’s not unusual to find damaged panels that were “repaired” using Bondo®, which is essentially like putting a bandage on the problem.

    While resources like CARFAX can be helpful for learning about a used vehicle’s history, the reality is that important details can (and often do) get missed. That’s why, if you want to ensure a wise purchase, you should bring the vehicle to a body shop as well as a mechanic for inspection.

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Expert video tip
  • Video: Why Get a Pre-Purchase Auto Body Inspection?

    Complete Video Transcription:

    REDWOOD CITY — Tommy Ngai: It’s very important before you buy a used vehicle to have an autobody shop inspect the vehicle also, because sometimes the mechanic shop will see the safety needs, but they don’t see the structural needs. And, if there’s a problem, hidden inside that was in a previous accident, they may miss that. A lot of times what I’ve seen is once we take, you know, take a vehicle apart after a vehicle’s been in an accident, there is previous damage because there were some safety issues that were not repaired properly. And we do find that very, very frequently. So, before you ever bring a car to just an auto mechanic repair shop, an autobody shop that can do both is definitely will help you in a lot.

    Host: To learn more from local, top rated companies, visit our Diamond Certified Expert Reports at experts.diamondcertified.org.

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Exclusive Auto Care and Auto Body WEBSITE AND EXTERNAL FEED
  • Exclusive Auto Care and Auto Body SOCIAL MEDIA FEEDS
Diamond Certified RATINGS ON Exclusive Auto Care and Auto Body
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 81 VERIFIED CUSTOMERS i

Jason

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

1 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

They have good customer service and they do good work.

They were quick to get my vehicle in.

Evan T.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

2 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

They were easy and quick. They seemed very professional.

They were willing to accommodate the drop-off and pick-up times.

Barbara G.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

3 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

I recommend him any time someone asks.

They know what they are doing, their prices are reasonable, and I feel like they are very honest.

Monica S.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

4 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

They should go there.

They were nice, clean and friendly.

Timothy W.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

5 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

If you need some body work done, they are good and reliable.

They communicated a lot during the process. I was not surprised by anything.

Nichole H.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

6 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

I think they were really honest, had good communication, and were easy to work with.

I felt like they were honest and would do a good job.

Calvin T.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

7 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

I would say, they were good.

I'm not sure if they are dealer recommended, but the service made me feel this way. They kept me updated on everything and they did a really good job.

Audomaro L.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

8 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

They did a great job and they got my vehicle in pristine condition. They even washed it.

They were very kind, welcoming and very willing to listen to every question that I had.

Lee P.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

9 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

I would refer them. They have been awesome.

That they explained what they were going to do and my insurance options, and they had the work done at the time they said it would be.

Milan B.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

10 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

They were timely and the quality was really good. They were really transparent on the quoting.

I think the transparency was key and it was really obvious what they were doing.

David W.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

11 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

They should give them a try, especially for Subarus.

They are pretty straightforward and they get it done and that is it.

Dora A.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

12 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

I had a great experience and they met all of my expectations. They explained every detail and they were great.

They took care of me and let me know how long everything would take and they finished on time.

Kwok W.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

13 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

Overall, it is pretty good and they did a good job on my car.

The service was good and they met my expectations.

William B.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

14 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

Just that they were exceptionally easy to work with, and they provided a reasonably affordable solution.

They were pretty straightforward about the problem and solutions.

Guoli L.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

15 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

I would tell them to bring their cars to them.

Their service was very good and the car was like brand new.

Yvonne F.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

16 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

That they are good at giving you options, where you can do things and what things you can wait on.

You can get in in a timely manner and the service is good quality. They have a reasonable cost.

Alfonso D.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

17 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

We took our car there recently and it was great. The car came out like nothing happened and it is neat and clean there.

They have great customer service and they explained to me everything I needed to do to make my claim. They told me the time when my car would be ready and they finished it on schedule.

Marcie K.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

18 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

I would tell them stories of my experiences with them. The dealership wanted to charge me $850, but Exclusive was able to fix it for $150 and I sent a lot of people to them and they have all been extremely happy. They have excellent service, they are patient, understanding, and they explain what needs to be done. They do excellent body work as well as taking care of all of my mechanical needs. I work for a company and they take care of a number of our vehicles.

I know they are honest and reliable.

William G.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

19 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

If you need a good auto mechanic or body fender work, call them.

Great price and great service

Jane Y.

VERIFIED Exclusive Auto Care and Auto Body CUSTOMER

20 of 81

Quality 10
10
Loyalty Yes
CRITIQUE

They are reliable, responsive and very professional. They have good service.

I guess it would be that they were able to handle the insurance so I didn't have to do much.

Read All 81 Survey Responses at Ratings View

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