Consumer Reports recently released a survey that revealed that owners prefer independent repair shops and chains to dealerships for repairs. The survey included nearly 11,000 of its members who reported their experiences with 11,670 repairs across various auto repair chains, independent shops, and dealership. The survey evaluated 12 attributes including honesty, price, quality of work, repair completion time, communication, problem resolution, cost estimate accuracy, negotiation willingness, perks, discounts, location convenience, and guarantees/warranties.
### Independent Shops and Chains vs. Dealerships
Independent shops and chains scored higher in honesty, cost, and quality of work, while dealerships scored higher in comfort and perks. Chains were noted for their convenience, with over 80% of respondents choosing a repair shop within 30 minutes of their homes. However, specialized tasks that require specific equipment or training are best handled by dealerships. Brands like Tesla are almost exclusively repaired at branded service facilities.
### Top-Rated Dealerships and Most Utilized
Interestingly, survey results showed a discrepancy between top-rated dealerships and the most utilized ones. Acura, Lexus, Mazda, and Volvo service departments were highly rated but not among the most-often used. On the other hand, Tesla, Cadillac, Audi, Ram, and Subaru were among the most utilized despite not receiving the highest ratings. At the bottom of the list, Hyundai, Jeep, Chrysler, and Dodge were among the least-utilized franchises for repairs.
### Trends in Repair Preferences
The survey also highlighted trends based on the age of the vehicles. Owners of newer cars are more likely to choose dealerships for repairs in order to benefit from factory warranties and to address specialized equipment repairs. On the other hand, owners of older vehicles tend to opt for independent shops and chains. The full list of ratings is available on Consumer Reports’ website with a subscription.
Overall, the survey results emphasize the importance of considering various factors such as honesty, cost, quality of work, location convenience, and specialized repair needs when selecting a repair shop for your vehicle. It is essential to prioritize factors that are most important to you as a car owner to ensure a positive repair experience.