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February 2021 by Kelcie C.
Fantastic and easy experience. Having a BMW, I am not able to take it to many places for an oil change and the closest dealership is in Annapolis. I was thrilled when I drove by Family Auto Care and saw they service BMWs. I called and was able to get an appointment quickly. I really appreciated that I was able to put a $ limit on what could be done without calling. I received my invoice and was able to sign off on everything on my phone (convenience is key!) and was even able to pay before picking it up. We had bad weather so my car stayed there for a couple of extra days and the gentleman who called to let me know my car was ready was so friendly and was very easy-going and understanding if I didn't make it in right away due to weather. Support your local businesses because they're more important and need you more than large corporations. Is this family auto body shop more expensive? Sure. But you're supporting a local family. I would rather pay a bit more to support locals and receive the customer service that I did. It's hard to find these days and Family Auto Care certainly delivered. As long as I have my BMW, they have a customer and I will be sure to share their name. Thank you for the personal touches of thanking me for my business and for the personal phone call to discuss my car. You all are great!
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January 2021 by T C.
I have been taking all of my Mercedes and even other cars (BMW, Audi etc) to this service center for close to 10 years. Every single occasion, I have been treated fairly and honestly and Erin and Dwayne and others here have bent over backwards to accommodate repairs. It is refreshing to have a small business who relies upon their honesty and name in this business. I recently bought an almost new Mercedes and I took it in for a review to ensure that I wasn't missing anything. They were quick to get me in, thorough in the review, and fair in the pricing. Repairs and other work have been the same. I wish all car dealers followed their model. You can trust who you are talking to and the repairs done.
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July 2020 by Joe S.
Rip off joint. Uses parts from advanced auto with 200% markup. Dwayne is a terrible mechanic. Stay away from this place.
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March 2020 by Jesse M.
Dwayne and the team at Family Auto are Great! I would highly recommend them to anyone in need of a good mechanic that they can trust.
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November 2019 by M G.
One of the best car repair/maintenance experiences in years - I've been in for small issues twice before, but needed more extensive service prior to a trip. Family Auto scheduled the car promptly, offered a loaner vehicle (huge help!), stayed in touch re diagnosis and progress, and completed work the same day at a reasonable cost. When I called with a followup question the next day, I got the clarification I needed - they could not have been kinder or more professional. Premises are superclean & pleasant - I will be a return customer!
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October 2019 by Justin T.
I brought my BMW in because I had a faulty yaw rate sensor. Not only did they charge me a $120 fee to diagnose the issue (when I already had told them what the issue was), they quoted me at $2,000 to replace both the yaw rate sensor and a second sensor when they didn't even know if the second sensor was bad or not. Seeming that my 2001 BMW is only worth $4,000, when they tried to charge me half the car's value for two sensors I paid them their $120 and ran as quickly as I could out of there. A good repair shop is looking for ways to save you money, not take all of your money. Unfortunately, many shops just assume you're made of money if you drive a BMW so won't mind dishing out thousands of dollars for small repairs. I ended up purchasing a used but "like new" yaw rate sensor for $120 off of ebay (they quoted me at $750 for a new one) and installed it in under an hour by following a youtube video. Considering I'm not by any means handy or a "car guy", this tells me that I made the right decision in getting my car away from Family Auto Care immediately. I obviously won't be going back, disappointing because they got great reviews and my brother in law brings his BMW there.
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January 1970 by Rick C.
Below is email I set to owner. He responded and basically said good luck finding another shop! I would never return..Very disappointed! I am writing this letter to express my extreme disappointment with the service I received recently with my auto at your shop. I brought my auto to your shop ( I have been a customer for the last several years) on Monday Jan 4th 2016. My 2000 323 BMW had recently failed the Maryland Emissions test. The facility that did my test told me that the oxygen sensor(s) was failing as it was not being allowed to reset. After having my car for 1 week, and having essentially nothing done to it, I picked it up on Monday Jan 11th. The $105 bill ( yes bill! I was shocked that I had a bill for this!) said that “ they did find that the oxygen monitors have not reset”……….Yes, exactly what I told them in the first place, and I was charged $105 for them to repeat this back to me AND keep my car for a week! If this wasn’t bad enough, starting Wednesday Jan. 6th I started calling the shop in the afternoon to find out what was going on. First off, I can’t tell you how many times the phone just rang with no one ever answering….! When I finally reached someone, Erin basically said they were still looking at it..Next day, Thursday afternoon Jan 7th Erin said they were test driving it that moment and that she would call me right back…I never heard back from anyone… EVER ! Not Thursday or Friday…..nothing. After having my vehicle for a week, I went and picked it up on Monday Jan. 11th. I could not believe I was getting a $105 bill for that service! Of the five vehicles I own, one is a Mercedes, one is a BMW, and one is an Infiniti G37 and I can assure you I will never be back to your shop. From the time I started taking my cars to Family auto until today, this shop has gone down hill….FAST ! It’s a shame, as Small businesses in this are ( or any area) run on word of mouth. I no longer have anything good to say about Family auto and will not be recommending them to anyone in the future…
