A survey released by AAA in December indicates that the majority of U.S. drivers don’t trust repair shops because they believe they will overcharge them or recommend unnecessary service. However, 64 percent of respondents do have a favored auto repair trust that they trust.
The report is based on a telephone survey of more than 1,000 drivers.
According to the data, the top reasons that drivers don’t trust repair shops are:
- Recommending unnecessary services (76 percent of respondents)
- Overcharging (73 percent)
- Negative past experiences (63 percent)
- Concerns that work will not be done correctly (49 percent)
“To minimize the stress associated with vehicle repair and maintenance, it is critical that drivers find an honest repair shop that they can trust with their vehicle,” said John Nielsen, AAA’s managing director of Automotive Engineering and Repair. “AAA found that one-third of U.S. drivers – 75 million motorists in total – have yet to find a trusted repair facility, leaving them vulnerable when trouble strikes.”
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The level of trust varies by age group. Older drivers are generally more trusting than younger drivers, while Baby Boomers are twice as likely than younger car owners to fully trust auto repair facilities. One in five reported they “totally trust” the industry. Baby Boomers are almost more likely to have chose a trusted auto repair shop. Seventy-six percent of Boomers have a preferred shop, compared to 55 percent of Millennials and 56 percent of Gen-Xers.
With more connected cars on the road, drivers also want more control over how their vehicle data is used. The survey indicates that the majority of U.S. drivers want to be able to direct their vehicle’s data to their favored repair shops.
AAA had a number of recommendations for finding a trusted repair shop, including:
- Find a repair shop before you have car trouble. Ask around for recommendations.
- Research potential repair shops, including how long they’ve been in business. Check with the Better Business Bureau, State Department of Consumer Affairs, or attorney general’s office to see how they handle complaints.
- Visit the shop for a minor maintenance issue (like an oil change) in order to check out the shop’s appearance, warranties, technician credentials, and amenities.
Trust has been noted as a key factor in a number of industry studies, including research related to dealership service and body shop departments. A study earlier in 2016 by Cox Automotive found that many customers did not take their vehicles to dealerships because of costs, fears they would be overcharged, and unreasonable labor or parts charges. In fact, 34 percent of respondents said they thought the dealer would overcharge them.
Both independent shops and dealers can benefit from having full price transparency – and listing prices for basic services on their websites and posted in the shop. Posting certifications and other information can also lend credibility to service recommendations.
You can download a fact sheet about the study here.
About the Author
Brian Albright
Brian Albright is a freelance journalist based in Columbus, Ohio, who has been writing about manufacturing, technology and automotive issues since 1997. As an editor with Frontline Solutions magazine, he covered the supply chain automation industry for nearly eight years, and he has been a regular contributor to both Automotive Body Repair News and Aftermarket Business World.