Our History and Values | Faay Auto Group
Since 2008, Faay Auto Groep has stood for reliable, professional, and customer-focused automotive service in the Utrecht region. From a small garage with big ambitions, we've grown into a leading garage chain with five locations, but our core values remain the same: honest advice, craftsmanship, and personal attention. This is our story.
The Founding – 2008: A Dream Becomes Reality
Faay Auto Groep was founded in 2008 by Robert Faay, an experienced car technician with over 20 years of experience in the automotive sector. After years of working for various dealerships and garages, Robert had a clear vision: to establish a garage that delivers dealer-level quality, but with the personal attention and transparent pricing of an independent garage.
“"Too often, I saw customers at dealerships being confronted with high prices and unnecessary repairs, while many smaller garages lacked professionalism and modern equipment," says Robert. "I wanted to combine the best of both worlds: craftsmanship, modern facilities, and an honest, customer-focused approach."”
The first branch opened in Utrecht In a modest workshop with three work bridges, the team consisted of Robert himself, two mechanics, and a part-time administrative assistant. The start wasn't easy—the 2008 financial crisis had just begun—but through hard work, quality, and word-of-mouth, the customer base grew steadily.
Growth and Expansion – 2010-2015
2010: RDW Recognition and Professionalization
In 2010, Faay Auto Groep received official RDW recognition as an APK inspection station. This was a significant milestone, demonstrating that we met all legal requirements for professional inspections. Robert and two mechanics completed the APK inspector training and invested in certified inspection equipment.
In the same year, Faay Auto Groep became a member of BOVAG, which underlined our commitment to quality and consumer protection.
2012: Second Establishment in IJsselstein
Due to the growing demand and the success of the Utrecht branch, we opened our second branch in 2012 IJsselstein. This larger workshop offered space for five work bridges and allowed us to serve more customers without compromising on quality and personal attention.
With the expansion, the team grew to 8 employees, including specialized diagnostics technicians and a dedicated customer service representative.
2014: Specialization in Modern Vehicle Diagnostics
Modern cars have become increasingly complex, with advanced electronics and computer systems. Faay Auto Groep invested heavily in diagnostic equipment and training. We purchased professional Bosch diagnostic systems and sent mechanics to specialized training courses.
This investment in knowledge and technology distinguished us from many competitors and made us the go-to garage for complex diagnostic cases.
2015: Third location in Houten
The growth continued and in 2015 we opened our third branch in Wooden. This strategically located garage served the growing residential community of Houten and surrounding villages. The team had now grown to 15 employees.
Consolidation and Innovation – 2016-2020
2016: Hybrid and Electric Vehicle Expertise
With the rise of hybrid and electric vehicles, we saw a new challenge and opportunity. Two of our technicians completed official HV (High Voltage) training and were certified to work safely on high-voltage systems.
We invested in specialized EV equipment and developed procedures for working safely on electric vehicles. This made us one of the first independent garages in the region fully qualified for EV service.
2017: Digitalization and Customer Portal
We launched our online customer portal where customers can schedule appointments, track the status of their repairs, view historical maintenance data, and receive digital invoices. This digital innovation significantly improved the customer experience.
2018: Fourth Establishment in Vianen
Our fourth location opened in Vianen, further expanding our coverage in the Utrecht region. This modern facility was equipped with the latest generation of diagnostic and repair equipment.
2019: ADAS Calibration Specialty
With more and more cars equipped with advanced driver assistance systems (ADAS), we've invested in ADAS calibration equipment and training. We can now professionally calibrate all modern safety systems – essential after windshield replacement, wheel alignment, or minor collisions.
2020: Fifth Location in Zeist and COVID-19 Challenges
At the beginning of 2020 we opened our fifth branch in Zeist, which means that Faay Auto Groep is fully present in the Utrecht region with strategically placed locations.
The COVID-19 pandemic presented unique challenges. We implemented contactless service options: cars could be dropped off with a key drop, communication was digital, and payments were made online. We also introduced pickup and delivery services for vulnerable customers. Despite the difficult times, we kept all our employees employed and are committed to ensuring service continuity.
Today – 2021-2025: Sustainable Future
2021: Sustainability initiatives
Faay Auto Group took further sustainability measures:
- Solar panels on all five locations (total installed capacity 250 kW)
- LED lighting in all workshops
- Electric charging stations for customers and company cars
- Certified recycling of all waste materials (oil, tires, batteries)
- Digital invoices and paperless administration
2022: 15,000+ Satisfied Customers Milestone
We've reached the milestone of serving over 15,000 satisfied customers since our founding. With an average customer satisfaction rating of 8.9/10 and an NPS score of 72, we're proud of the trust our customers place in us.
2023: Expansion of EV Expertise
With the exponential growth of electric vehicles, we expanded our EV capacity. More technicians received HV training, and we invested in advanced EV diagnostic equipment. We can now service all major EV brands.
2024-2025: Today and Tomorrow
Today, Faay Auto Groep is a leading garage chain in the Utrecht region with:
- 5 modern locations in Utrecht, IJsselstein, Houten, Vianen and Zeist
- 35+ employees including 22 certified mechanics
- 8 RDW-approved APK inspectors
- 24 certified lifting bridges distributed across our branches
- 15,000+ customers served since inception
- 8.9/10 customer satisfaction and NPS 72
Our Core Values – What Drives Us
After 17 years of growth, our fundamental values remain the same. These values guide every decision we make and every conversation we have with customers:
1. Honesty and Transparency
What it means: We say what we do and we do what we say. No hidden costs, no unnecessary repairs, no surprises afterward.
In practice:
- Always a written price quote in advance with a specification of labor and materials
- No work without explicit approval from the customer
- In case of additional work, please contact us immediately and request permission.
- Honest advice: if a repair can wait, we will tell you so
- Transparent explanation of what is wrong and why repairs are necessary
- Photos and videos of problems so customers can see for themselves what's going on
Why important: Trust is the foundation of every customer relationship. Drivers often have little knowledge of automotive technology and rely on our advice. We take that responsibility seriously.
2. Craftsmanship and Expertise
What it means: We continuously invest in our team's knowledge and skills, as well as in modern equipment. Quality isn't a cost, but an investment.
In practice:
- All mechanics have at least MBO Level 3, most have Level 4
- 40+ hours of annual training per technician in new technologies
- Specialist certifications (HV, ADAS, brand-specific)
- Professional diagnostic equipment at dealer level
- Access to all technical databases and information
- Regular team training and knowledge sharing
Why important: Cars are becoming increasingly complex. Without continuous development, you can't provide good service. Our customers deserve mechanics who know what they're doing.
3. Customer focus and service
What it means: The customer is at the heart of everything we do. We listen, we think along, and we go the extra mile.
In practice:
- Flexible appointment times, also in the evenings and on Saturdays
- Replacement car available for major repairs
- Pick-up and delivery service for customers who need it
- Proactive communication about progress
- Complaints are taken seriously and handled within 5 days
- Personal attention, not a number in a system
Why important: Car repairs are often an unpleasant necessity. By providing excellent service, we make the process as pleasant and stress-free as possible.
4. Quality Over Quantity
What it means: We don't want to be a high-volume garage that rushes through as many cars as possible. We choose quality and do it right, or not at all.
In practice:
- Reserve sufficient time per repair, no time pressure on mechanics
- 4-eye principle: every major repair is checked by a second mechanic
- Only A-brand parts, no cheap alternatives of dubious quality
- Test drive after every major repair
- Warranty on work and parts
- Better to refer a customer than to do bad work
Why important: Fast, inexpensive repairs ultimately cost more if they're not done properly. We want long-term customer relationships, not one-time transactions.
5. Sustainability and Social Responsibility
What it means: We take responsibility for the environment and the community in which we operate.
In practice:
- 100% recycling of oil, tires, batteries and other waste materials
- Solar panels and LED lighting for a lower CO2 footprint
- Electric charging stations for customers and company cars
- Investing in EV technology knowledge
- Sponsoring local sports clubs and charities
- Internship supervision for MBO automotive engineering students
- Collaborate with local businesses and suppliers where possible
Why important: We are part of the community and want to make a positive contribution to society and the environment.
6. Teamwork and Respect
What it means: Our employees are our most important asset. We invest in them and treat everyone with respect.
In practice:
- Permanent contracts, no flexible workers or agency workers
- Good working conditions and opportunities for growth
- Investment in training and development
- Safe working environment with modern equipment
- Open communication and consultation
- Appreciation and recognition for good work
Why important: Satisfied employees deliver better work and better service. Our team turnover is low – many colleagues have been with us for over five years.
Socially Involved
Faay Auto Groep is more than just a garage – we are part of the local community and want to make a positive contribution to it:
- Local Sports Sponsorship: Sponsor of football clubs in Utrecht, IJsselstein and Houten
- MBO Internship Program: Every year we supervise 3-5 automotive technology interns
- Local Schools: Guest lectures on automotive technology and technical professions
- Charities: Annual donation to local charities (animal shelter, food bank)
- Workshop Open Day: Annual open day where people can see how a modern garage works
- Free APK Check: For older cars of people with low incomes (in collaboration with the municipality)
Vision for the Future – Where Are We Going?
The automotive sector is facing major changes with the transition to electric vehicles, autonomous driving, and new mobility concepts. Faay Auto Groep is actively preparing for this future:
Electrification
- Expansion of HV-certified technicians (target: 8 in 2026)
- Investment in EV-specific equipment (battery diagnostic tools, charging station installation)
- Training in new EV brands and technologies
- Possibly own fast charging plaza at one of the locations
Digitalization
- Customer portal expansion with more self-service options
- Real-time repair tracking with photos and videos
- Chatbot for simple questions and appointment scheduling
- Digital vehicle history with maintenance tips
Sustainability
- Completely CO2 neutral by 2030
- Electric commercial vehicles
- Heat pump heating in workshops
- Circular economy: more refurbished parts
Service Innovation
- Mobile service units for minor repairs on site
- 24/7 breakdown service for our own customers
- Car rental service during repairs
- Winter storage service for classic cars and convertibles
Why Customers Choose Faay Auto Group
In 17 years, we've served more than 15,000 customers. Why do they choose us?
- To trust: “I know I'll get honest advice without unnecessary sales.”
- Expertise: “They know what they are talking about and can fix anything”
- Service: “I always get help, even with small questions”
- Ease: “5 locations, flexible hours, make an appointment online”
- Quality: “It will be done well, I can trust that”
- Price-quality: “Not the cheapest, but a fair price for good quality”
Become Part of Our Story
17 years of Faay Auto Groep – and we're far from finished. With every customer we serve, every repair we perform, and every innovation we implement, we continue to write our story. A story of craftsmanship, honesty, and customer satisfaction.
Become part of our story. Experience for yourself why thousands of drivers in the Utrecht region trust Faay Auto Groep.
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