Our History and Values | Faay Auto Group
Sinds 2005 staat Faay Auto Groep voor betrouwbare, professionele en klantgerichte automotive service in de regio Utrecht. Van een kleine garage met een grote ambitie zijn we uitgegroeid tot een toonaangevend autobedrijf in Nieuwegein, maar onze kernwaarden zijn hetzelfde gebleven: eerlijk advies, vakmanschap en persoonlijke aandacht. Dit is ons verhaal.
De Oprichting – 2005: Een Droom Wordt Werkelijkheid
Faay Auto Groep werd opgericht in 2005 door Ronald, een ervaren autotechnicus met meer dan 20 jaar ervaring in de automotive sector. Na jaren gewerkt te hebben bij verschillende dealers en garages, had Ronald een duidelijke visie: een garage oprichten die kwaliteit levert op dealer-niveau, maar met de persoonlijke aandacht en transparante prijzen van een onafhankelijke garage.
“Ik zag te vaak dat klanten bij dealers werden geconfronteerd met hoge prijzen en onnodige reparaties, terwijl bij veel kleine garages de professionaliteit en moderne apparatuur ontbrak,” vertelt Ronald. “Ik wilde het beste van beide werelden combineren: vakmanschap, moderne faciliteiten én een eerlijke, klantgerichte benadering.”
The first branch opened in Newgein in een bescheiden werkplaats met 3 werkbruggen. Het team bestond uit Ronald zelf, twee monteurs en een part-time administratief medewerker. De start was niet gemakkelijk – de financiële crisis van 2008 was net begonnen – maar door hard werk, kwaliteit en mond-tot-mond reclame groeide het klantenbestand gestaag.
Growth and Expansion – 2010-2015
2010: RDW Recognition and Professionalization
In 2010 behaalde Faay Auto Groep de officiële RDW-erkenning als APK-keuringsstation. Dit was een belangrijke mijlpaal die aantoonde dat we voldeden aan alle wettelijke eisen voor professionele keuringen. Ronald en zijn team volgden de APK-keurmeester opleiding en investeerden in gecertificeerde keuringsapparatuur.
In the same year, Faay Auto Groep became a member of BOVAG, which underlined our commitment to quality and consumer protection.
2012: Uitbreiding Werkplaats Nieuwegein
Door de groeiende vraag breidde Faay Auto Groep in 2012 de werkplaats in Nieuwegein fors uit. De capaciteit werd verdubbeld en er kwamen extra werkbruggen. Dat maakte het mogelijk om meer klanten te bedienen zonder concessies aan kwaliteit en persoonlijke aandacht. De werkplaats verhuisde naar het huidige adres aan de Zeelandhaven 3C. Het team groeide mee en er kwamen gespecialiseerde diagnostiek-technici aan boord. Het groeide van een kleine start naar een serieuze garage die in de regio al snel naam maakte door kwaliteit en eerlijkheid.
Met de uitbreiding groeide het team, inclusief gespecialiseerde diagnostiek-technici en een dedicated klantenservice medewerker.
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: Erkenning en Nieuwe Specialisaties
De groei zette door en in 2015 behaalde Faay Auto Groep meerdere nieuwe kwaliteitscertificeringen. De werkplaats werd verder geoptimaliseerd en er kwamen nieuwe specialisaties bij, waaronder uitgebreide merkkennis voor VAG-voertuigen, BMW en Mercedes-Benz. Het team groeide gestaag mee met de toenemende vraag vanuit de regio.
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: Modernisering Werkplaats
In 2018 investeerde Faay Auto Groep fors in de modernisering van de werkplaats in Nieuwegein. De faciliteit werd volledig uitgerust met de nieuwste generatie diagnose- en reparatieapparatuur. Hiermee werd de basis gelegd voor de topservice die we vandaag kunnen bieden.
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: COVID-19 Uitdagingen en Aanpassingen
In 2020 stond Faay Auto Groep, net als de rest van Nederland, voor ongekende uitdagingen door de COVID-19 pandemie.
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:
- Zonnepanelen op onze vestiging in Nieuwegein
- LED-verlichting in de gehele werkplaats
- 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, Nieuwegein, Houten, Vianen en Zeist
- Een hecht team van gecertificeerde monteurs en ervaren medewerkers
- RDW-erkend APK-keurmeester – officieel erkend keuringsstation
- Gecertificeerde hefbruggen in onze professionele werkplaats
- 15,000+ customers served since inception
- 8.9/10 customer satisfaction and NPS 72
Our Core Values – What Drives Us
Na twintig jaar groei zijn onze fundamentele waarden hetzelfde gebleven. Deze waarden sturen elke beslissing die we nemen en elk gesprek met klanten:
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:
- Flexibele afspraaktijden maandag tot vrijdag, 09:00–18:00
- 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 van voetbalverenigingen in Utrecht, Nieuwegein en 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: “Betrouwbare garage, flexibele tijden, online afspraak maken”
- 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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