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| - I will preface this review stating that I have no issue with the initial customer service via Josh and Cassandra - they were always pleasant and helpful (until I had a problem) and I only saw the owner, Chuck, once.
This review is based on service because 'helpful' and 'nice' doesn't fix a car. I brought my Nissan Altima in to Family Auto Care (FAC), based on the positive online reviews to replace a catalytic converter, front brakes, and ignition coil. I had to return to FAC six times (between Feb and June 2013) after the initial repair day in Feb - taking time off from work - 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. Each time they said I should be all set and each time they gave me a different "reason" why the light kept coming on. There is so much more that I went through with FAC - too much to write! From a cracked windshield to 50 miles added to my car for 'test drives' to being given guesses and assumptions as to what was wrong each time.
On the seventh time seeing the "Service Engine" light come on, I was beyond frustrated with FAC. I finally just took my car to the Nissan dealership. 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 Nissan to replace the cat with the correct one. I paid twice for the same repair, but I haven't had to return to the dealership or any repair shop since the dealer fixed it. It was done correctly the first time.
If you want your car repaired properly and in a timely fashion - DO NOT BRING YOUR CAR TO Family Auto Care! If you do, inspect your vehicle before leaving it with them, including taking pictures of your odometer.
I would NEVER recommend FAC to ANYONE! If I could give it no stars, I would. The one star is for their initial customer service.
I don't deny that they made an effort to repair the same thing six times, but the fact remains that it was NOT repaired correctly. As a paying customer, one would expect to have it repaired correctly the first time. FAC is simply an incompetent repair shop and they were negligent in repairing my vehicle.
I brought this issue to the BBB and only then did FAC admit that "perhaps" they did put in the incorrect catalytic converter and wanted me to bring them back the part so that they could see what could be done. Who keeps parts from a car when you have it repaired at a legitimate dealership? FAC was unwilling to refund me at all. I never saw a penny of the money paid to FAC again. So much for supporting small businesses. I have posted this information to my network and other outlets for review in hopes that noone has to go through what I went through. Save yourself the agony and go elsewhere!
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