Family Auto Care

Review: I brought my 2005 Nissan Altima in to Family Auto Care (FAC, [redacted]), based on the positive online reviews, on February 5, 2013 to replace a catalytic converter, front brakes, and ignition coil. I paid a total of $1,300. I had to return on several occasions (2/19, 5/3, 5/16, 6/10, 6/20) because the "Service Engine Light" kept coming on and my car sounded like it had the engine of a race car. Each time I was informed that my engine computer was reading "misfire" and/or "CO2 sensor". I kept returning because I paid for a service that was obviously done improperly and I did not want to pay another company when I already paid FAC. I brought my car back in on June 20, 2013 for inspection because of the "Service Engine Light". What was supposed to be just a few hours of inspection/repair turned into the entire day causing me to miss a day of work. They said I should be all set and if the light turned back on that they would need to replace my engine computer.

On June 27, 2013 the "Service Engine" light came on again. I was unbelievably frustrated with FAC that I took my car to the [redacted] on June 29, 2013. Upon inspection they found that although the catalytic converter was replaced, it was replaced with the incorrect one. They stated it was not large enough for my vehicle and did not allow for enough oxygen. That is why the "Service Engine" light kept coming on and reading with the "CO2 sensor." I had to pay for [redacted] to replace the cat with the correct one.

I returned to FAC first thing on July 1, 2013 and spoke with Josh. I showed him the paperwork from [redacted] including diagnostic pages; he made a copy of it to show the owner. The owner, [redacted], was not available and I was informed that they would like to contact [redacted] and they would contact me later that day. I did not receive a call so I called on July 2, 2013. I was informed that [redacted] still needed to speak with [redacted] since they did not understand [redacted]'s reasoning for saying it was the incorrect catalytic converter and that they would get back to me. As of today, July 3, 2013, I have yet to hear back from FAC; therefore, I chose to file a complaint with the Revdex.com.Desired Settlement: I have absolutely no issue with FAC's customer service via [redacted] and [redacted]; they were always pleasant and helpful. I addressed the issue in a professional manner, not confrontational or accusatory. I simply do not feel that I should have to pay for a repair that was clearly done incorrectly as evidenced by my continuous visits to the business for the same issue. I would appreciate a refund of ALL costs associated with the catalytic converter repair - parts ($679.72) and service ($187.00).

Business

Response:

The service engine light on the Altima had a code for a Catalytic Converter. During the first time the vehicle was serviced we replaced the Catalytic Converter with a brand new direct fit Cat for that year, make, and model. The customer at pick up paid and the check engine light was off. She acted very satisfied. The very next day [redacted] came back and spoke with myself, [redacted] and my husband [redacted]. She went on a rage accusing us of driving her vehicle for personal matters. As stated on the bottom of our Invoice, the customer is allowing us to drive the vehicle for diagnostics and after replacing a Catalytic Converter, we and our employees will drive the vehicle with the scanner in the car to check the vehicle for readiness to make sure everything is fully functional. At this time she also accused us of breaking her windshield, which we then paid for out of pocket because [redacted] did not have glass coverage. The window company did mention by the way the windshield was cracked (directly above the window wipers) this could not have happened while being at our shop, on a lift, or test driven at 35 mph down [redacted]. This customer has returned as she stated with multiple different codes regarding Oxygen Sensors and leaks in her exhaust. Family Auto Care out of the kindness of our hearts went ahead and replaced an O-Ring which is located in the front exhaust area AGAIN at no charge to [redacted]. At this point she is acting like a happy and satisfied customer. Therefore, I do not understand why she proceeded to the dealership. Why she even considered letting the dealership "re-do" what we already had done at another cost to her. It also states on the bottom of her Invoice, "all warranty work must be completed by Family Auto Care and can not exceed the original cost of repair." I believe I have clearly stated that myself and husband (owners at Family Auto Care) have done more than our fair share of keeping [redacted] satisfied including rides to work and back to the shop (which is at least 10 miles one way). Josh is an employee and is not to make decisions regarding refunds back to customers, he did his job which was letting [redacted] know we would get back to her at our convenience which from my understanding was not in her time frame. Family Auto Care does not wish to refund any such funds to customer. Please feel free to contact me, [redacted] at Family Auto Care.

Thank you kindly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not deny that Family Auto Care made a good effort in repairing my vehicle, however, after several return trips to the auto shop, my vehicle was still NOT repaired correctly. As a paying customer, one would expect that the repairs be completed correctly the first time. I was given 'guesses' and 'assumptions' as to what was wrong with the vehicle and why the same sensor kept being activated. After my fifth trip to the auto shop, I gave up on their ability to repair my vehicle. I may have saved a few dollars initially, but their incompetence forced me to take my vehicle to the dealership to have the repairs done correctly the very first time. I have not had to return to the dealership since they repaired it.

Ms. [redacted]'s statements are not completely accurate. The 'accusations' I made were because my vehicle was driven nearly 50 miles, which is a bit excessive for a test drive and my windshield was not cracked when I dropped off the vehicle. I do, in fact, have glass coverage, but I was just not going to use it if it the windshield was not damaged by me. The shop owner also informed me that the window company were friends of theirs. That, however, is not the point of this.

I was a satisfied customer until I needed to return to the shop again and again. Family Auto Care was negligent in repairing my vehicle and therefore I am requesting a refund. Since they do not wish to fulfill my request by this means, I fully intend to file a small claims suit against Family Auto Care.

Thank you for your time.

Regards,

Business

Response:

Family Auto Care takes the position regarding the possibility of the catalytic converter being the wrong part, although it's a small possibility, it is possible the part might have been boxed wrong or something to that effect. We are willing to afford a refund for the part and labor of the part in question; catalytic converter. If she could kindly bring the part back so Family Auto Care could return it to the supplier for review and a refund for ourselves. We can only order by the suppliers catalog to get the correct parts for our repairs. The part was not physically incorrect, ie, size, color, shape. If the media inside the part was incorrect we would not be able to tell upon examination and the part would have been installed.

Thank you,

Family Auto Care Co.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I can appreciate that Family Auto Care (FAC) is finally, yet reluctantly, accepting responsibility for their error. Had I not gone straight to the dealership for repairs and discovered the wrong catalytic converter placed in my vehicle by FAC, I could bet that I would have had to undergo several unnecessary repairs because the shop had no idea what was wrong.

It is not my responsibility, as a paying customer, to retrieve any auto part removed from my vehicle so that FAC could receive a refund from their supplier. I do not have the part and will not entertain any attempt at retrieval from a national brand auto dealership. As such, I am still requesting a full refund for parts and labor as soon as possible. Should FAC still refuse to refund, I have no qualms about filing the small claims suit against Family Auto Care and letting the legal system decide.

I would like to move forward and away from this entire issue and I'm sure FAC would like to as well. Your immediate attention would be appreciated. I have absolutely no intention to ever return to FAC for any reason and will certainly advise everyone in my network to refrain from providing them with any business.

Regards,

Review: I took my car into these guys for AC repair which required the dashboard to be partially removed. Told me 2 days. End of second day they called and said one of the parts (heater core) was not available. none in the state. Said they could order and have by monday morning. They called Monday afternoon and told me thryare having trouble getting the part delivered to them. I asked why they didn't just go pick it up. [redacted] told me because it was in phoenix. after I cooled off, I called Dodge dealer about 6 or 7 miles from them and was told they had the part in stock. So I let the shop know that. At that point they went and got the part. Called me the next day and it was ready. Pretty bad that I had to call and find them parts. They did compensate me for my trouble. After having my car 4 1/2 days.I appreciate that.

After getting car home We found damage to the interior of the car. The cost of the parts to repair was $448.84. [redacted] (the mechanic that worked on my car) admitted to one of the damages for sure. but was willing according to his text messages to repair others. Called him the next day and was told he was not going to fix any of it. Basically said I couldn't prove that he did it. And on top of that they gave it back with grease marks in the interior.

The owner told [redacted] that he was responsible to pay for damage to my car. Shop would not cover. Real stand up guy. I was willing to negotiate with them since car is 10 years old, but they basically told me car would not be repaired. The shop not the mechanis is who I did business with they should pay for repairs, not the mechanic.

Either way it should be repaired.Desired Settlement: I just want the extra damage they did repaired.

Business

Response:

Customer has not contacted owner, which is myself. I am unaware of this issue and have never spoke to this customer. I think there might be some confusion going on here. I am not aware of any issues or anything about the customer getting over $400.00 in parts purchased to fix..... ? How would the Revdex.com like me to proceed? Thank you, [redacted]OwnerFamily Auto Care Co.###-###-#### [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have attached a pdf file that contains a copy of invoice, visa receipt for payment. It also contains screenshots of the message string exchange with [redacted] the mechanic that did the work on my car as an employee of Family auto care. Please allow me to clarify a few things, if I may? The damage was discovered after we got the car home the evening of Apr. 7th. I left a voice mail for [redacted] on the shops voicemail. I sent pics of damage to [redacted] cell phone the morning of the 8th. You will see those in the pdf. pdf copies don’t realty show the extent of damage. I included them for you because they were part of the message string. The real pics better show damage. After he saw pics he called me and told me that his Boss (whom I assumed was the owner) told him he was responsible for the damage to the vehicle and would have to pay for it out of his pocket. At that point he admitted to me the he did the damage on the windshield post, and may have scratched the speedometer when he removed it and threw it in the back seat of our car. He told me to fix steering wheel cover damage would cost over $1,000. and he couldn’t afford that. I told it would be up to my wife what she wanted repaired in her vehicle, and asked him to get the price for the parts needed for repair and let me know. That is when the text messages started. (see attachment) He did not get back to me to acknowledge my request so I called him. At that point he said that his Boss told him to only deal with me by spoken word on the phone. He then told me that because the car was 10 years old the he was not going to make any of the repairs. I thought that was very unprofessional of him, and of Family auto care. Just because the car is 10 years old I should have to eat the damage they caused? I don’t think so! As far as the owner claiming that she knew nothing of this incident brings to question the integrity of the people she has running her shop for her. At this point I don’t trust them to touch the vehicle. I am more inclined to accept a monetary settlement to resolve this issue. I hope I haven’t been to long winded. Please let me know if you need anything else from me.

Regards,

Business

Response:

Marie,Thank you for speaking with me on Monday. As I mentioned on Monday. I have asked Mr. [redacted] to contact myself by either calling the shop at###-###-#### pressing option #5, and/or coming by the shop so I, personally can look at the accused damages caused by FAC. I also mentioned to you on Monday...- The vehicle is in poor condition, it does not matter how old the vehicle is, but you could tell even from the outside that this car does not receive attention. The headlights are dark yellow, there are scratches, etc.- The inside of the vehicle was a disaster. My mechanic had to clean the passenger side floor board as it was covered with trash, old fast food bags, cups, wrappers, etc.- [redacted] called FAC the night he picked up his vehicle and left a message on our phone stating the AC in his car was not working (that was his main concern when dropping the vehicle off at FAC). [redacted] then called again the very next day early in the AM, before we were open and left another message stating that the AC was working now, and his wife must have not known what she was doing or maybe she pushed a wrong button in the vehicle.... He said, sorry for any confusion, you guys are great, and thanks again for getting the AC back up and running in his Dodge Magnum.- Yes, we did keep [redacted] car for an extra day, pulling the dash out of a 10 year old car is an extensive procedure and that was explained to Leon. He was also discounted over $100.00 for the inconvenience and/or money towards getting a rental car because we kept the Dodge for an extra day.- [redacted] states that we do not know where to purchase parts. We have been in business for over 8 years. We started from the ground up and we know every car part company and dealership in the Eastern part of Arizona. He mentions calling [redacted] himself to find the necessary part to fix his car. I do not know why this is so important to the issue at hand.- [redacted] has left a reputation damaging review on our Yelp account. I have contacted legal advice on how to proceed with getting it removed.- [redacted] convinces one of my employees that he and his wife are going to pay for the "damaged parts," and then sends my employee multiple text messages asking for pricing instead of contacting management. - [redacted] sends my employee pictures of the "damage..." I will tell you I owned the same exact vehicle, 2007 Dodge Magnum R/T for over 7 years. I know exactly where my wear and tear items were on that vehicle. [redacted] sends a picture over of the kick plate covering the bottom of the driver side seat. There is no way this damage occurred at our shop. The mechanic that worked on this vehicle is over 6' tall and would have to purposely climb in this vehicle at a bizarre angle for this "damage" to occur. - [redacted] also sends a picture of the center area of the vehicle where the shifter is located, saying we scratched that area too.... again we did not remove that piece of the vehicle. Over time, (from him and his wife) I'm sure that area has accumulated a few nicks and scratched (as did my Dodge Magnum from wearing jewelry and carrying drinks in and out of the vehicle.In my opinion this customer is looking for someone to take advantage of and if FAC gives people money left and right for dents and scratches (most of which did not occur at FAC) we would be out of business. If you look at our Yelp page we are 4.5 stars, over 50, 5 star reviews, on Sure Critic we have over 50, 5 star reviews. We are not a hack shop and we take pride in everything we do!Thank you,[redacted]REALTOR###-###-#### cell[redacted], LLC[redacted]Scottsdale, AZ 85260