A recent report released by Consumer Reports suggests that when it comes to car repairs, owners prefer independent repair shops and chains over dealerships. The survey, which included nearly 11,000 members and 11,670 repairs, evaluated attributes such as honesty, price, quality of work, repair completion time, communication, and more.
Independent shops and chains scored higher in honesty, cost, and quality of work, while dealerships excelled in comfort and perks. The convenience of chains was also noted, with over 80% of respondents choosing a repair shop within 30 minutes of their homes. However, certain tasks requiring specialized equipment or training are best tackled by dealerships, especially for brands like Tesla.
Interestingly, highly rated dealership experiences such as Acura, Lexus, Mazda, and Volvo were not among the most frequently used, which included Tesla, Cadillac, Audi, Ram, and Subaru. On the other hand, Hyundai and Jeep ranked lowest in dealership experiences, next to Chrysler and Dodge for least-used franchises.
The survey also revealed that owners of newer vehicles tend to opt for dealerships to preserve factory warranties and handle specialized equipment, while owners of older cars tend to prefer independent shops and chains. The full list of ratings can be accessed on Consumer Reports’ website with a subscription.
