Consumer Warning -- My Experience With This CAP Repair Facility…read moreI am sharing my personal experience to warn other low-income California consumers who have received a BAR CAP repair assistance award.
Before bringing my vehicle to this repair facility, I already had a Toyota dealership diagnosis showing P0420. I also personally scanned the vehicle and found the same P0420-related fault codes. Several repair shops had previously told me that the likely repair was replacement of the exhaust manifold catalytic converter.
When I asked this shop for a repair price, they refused to give me a price without first charging for a diagnostic inspection. I was told the labor rate was $175 per hour and that the diagnostic charge would be 1.5 hours, or $262.50.
I explained that I was willing to pay for a diagnostic inspection only if it was necessary to determine and complete the repair, not simply to obtain another diagnosis that I already had. Because English is difficult for me, I asked them to communicate with me by text message, but communication was difficult.
The shop eventually provided an estimate totaling $2,607.99. The estimate included approximately $1,941.15 for three Toyota OEM parts, which I believe was substantially higher than the Toyota dealer MSRP prices I had researched. I also asked about using an aftermarket catalytic converter that meets California CARB requirements and provided the brand and part information, but I was told that those parts were not available.
Under the BAR CAP program, my assistance award was up to $1,450. Based on the shop's estimate, I was told I would have to pay a substantial amount out of pocket. I was concerned that the repair estimate was being made unnecessarily high, making the repair unaffordable for a low-income CAP customer.
I was also given different warranty information during the process. Initially, I was told that the catalytic converter replacement would have a 2-year/24,000-mile warranty, but later the estimate showed a 1-year/12,000-mile warranty. This change was concerning to me.
I am also concerned about the diagnostic work that was actually performed. I was told that the shop checked the spark plugs and oxygen sensors, but I did not receive a detailed diagnostic report showing all of the tests performed. I received a smog-check report, but I did not receive documentation showing that an exhaust-leak test was performed. I was particularly concerned because the vehicle had already been diagnosed with P0420.
When I picked up my vehicle, the shop did not provide me with a scan showing the vehicle's fault codes at that time. After I returned home, I scanned the vehicle and found additional codes, including P0351, P0352, P0353, and P0354, which are ignition-coil circuit codes. These additional codes were not present in the scan I had performed before bringing the vehicle to the shop. I cannot say how these codes appeared, and I am not making a claim that the shop intentionally caused them, but the timing is very concerning and I believe it should be investigated.
Another major concern was my BAR CAP award letter. The shop retained the original CAP letter/document containing my personal information. I was concerned that retaining the original document could interfere with my ability to take the vehicle to another CAP-authorized repair facility before my repair authorization expired. I was told by BAR that a repair facility can use a copy in the CAP system, so I strongly recommend that CAP customers understand exactly what documents the shop is entitled to retain.
Based on my experience, I strongly recommend that CAP customers:
* Get a written estimate and understand all charges before authorizing diagnostic work.
* Ask exactly what diagnostic tests will be performed and request the written results.
* Confirm the warranty terms in writing before approving repairs.
* Compare OEM and CARB-compliant aftermarket parts and prices.
* Keep copies/photos of all BAR CAP documents and personal records.
* Scan the vehicle before dropping it off and again immediately when picking it up.
* Do not rely only on verbal promises--get important information in writing.
* If you are not satisfied with the proposed repair, contact BAR/CAP before allowing the repair authorization to expire.
This review describes my personal experience. I encourage other CAP customers to do their own research, carefully document the condition of their vehicle before and after service, and contact the California Bureau of Automotive Repair if they believe their CAP rights or repair authorization have not been properly handled.
I would not personally return to this repair facility based on my experience.
