A recent survey from Consumer Reports highlights significant differences in customer satisfaction with auto repair prices, wait times, and overall service at car dealerships. Hyundai, Jeep, and Kia ranked the lowest, according to the survey results.
Jeep customers reported that repairs were not done correctly the first time, while Kia customers cited poor communication as a major issue. In response, Kia acknowledged that high sales volumes in the U.S. have strained service capacity and have stated efforts to address these challenges.
Eric Mayne, a spokesman for Stellantis, which manufactures Jeep, commented to the Detroit Free Press, “We regularly consult third-party survey information for greater insight into customer experience. However, we also compile data from multiple internal sources and rely more heavily on this information, which may conflict with third-party results, as it draws from all our customers.”
Other Brands Near the Bottom
Ford, Mercedes-Benz, Nissan, and Volkswagen also received low scores. Ford’s performance was particularly poor in repair pricing and time to completion. While the survey excluded warranty and recall work, the backlog from these issues can impact overall service. Ford CEO Jim Farley has acknowledged the need for improvements in quality related to recalls and warranty repairs.
Independent Repair Shops Preferred
The survey assessed various attributes of repair shops, such as honesty, price, work quality, communication, accuracy of price estimates, perks during service, willingness to negotiate, discounts, and repair guarantees. These out-of-pocket repairs involved issues with worn or broken parts, excluding recalls, warranty fixes, and maintenance updates.
Consumers rated independent repair shops the highest, followed by chains like Goodyear, AAA Car Care Plus, Midas, Christian Brothers Automotive, and Firestone Complete Auto Care. The top-rated dealership service departments included Acura, Lexus, Mazda, Volvo, Toyota, Tesla, and Honda.
Middle of the Pack
General Motors dealerships, including GMC, Buick, Chevrolet, Audi, BMW, Dodge, Subaru, and Cadillac, were ranked in the middle. The survey is based on the experiences of 10,973 Consumer Reports members with 11,670 repairs at 36 auto repair chains, independent shops, and dealerships.
John Ibbotson, chief mechanic at CR’s Auto Test Center, emphasized the importance of having a reliable repair shop. “Repairs are usually unexpected, so it’s important to have access to a shop you can rely upon to get you back on the road.”
Key Survey Highlights
- Older Cars and Dealerships: The older the car, the less likely its owner is to take it to a dealership for repairs.
- Price Satisfaction: Independent shops received the highest satisfaction scores for price, while dealerships scored the lowest. Nearly all dealerships, except Acura and Tesla, received the lowest possible rating for price.
- Timeliness: 68% of repairs were completed in a day or less, and 91% were finished within the initially predicted timeframe.
- Median Repair Price: Nearly $700.
- Trust and Comfort: Independent shops were praised for trustworthiness, reasonable prices, reputation, and knowledgeable mechanics. Dealerships were noted for comfort, defined by clean, attractive spaces and the availability of loaner vehicles.
Choosing the Right Shop
Dealerships are the best option for factory warranty and recall repairs, or issues requiring special tools and expertise. They use factory-original parts, which can also be requested at independent shops that often offer lower prices and are more willing to negotiate.
Consumers most likely to visit dealerships for repairs owned Tesla (89%), Cadillac (61%), Audi (54%), Ram (54%), and Subaru (52%). Those most likely to seek service outside dealerships owned Chevrolet (43%), Hyundai (40%), Jeep (39%), Chrysler (31%), and Dodge (29%).
For more detailed insights, refer to Consumer Reports’ Repair Shop Buying Guide.
