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SURVEY: More People Trust Independants Over Dealers

It's the age old question that many still ponder today...do I take my car to the dealer or do I get a better bang for my buck and service to boot at an independant car repair facility?
 
It may surprise you to know that a  survey by AutoMD.com found car owners actually trust independent shops over dealerships when it comes to vehicle repairs. The site surveyed 3,000 owners online  and 80 percent of the respondents said they felt they had been overcharged for repairs at a dealership, while 90 percent felt they could save more money by visiting an independent shop.

But it's not just about savings, either. When asked who owners trust more to repair their cars, 67 percent said a private shop, while only 33 percent trust their local dealer. Meanwhile 47 percent of those who use dealers for their vehicle service are either satisfied or very satisfied with the experience.

Even so, the vast majority of those who choose to go to the dealer do so either because their car or truck is under warrantyor because their vehicle has been recalled for service. A total of 83 percent of dealer-goers say they would rely on an independent shop if it weren't for a warranty or recall notice.

Who do you rely on? 
Who do you trust to service your car?
Dealers. 3699 (28.4%)
Independent Shops. 5965 (45.8%)
I do all of my own repair work. 2436 (18.7%)
I'm not sure. 920 (7.1%)

 


Survey Highlights

Car Owners Trust Independent Repair Shops More/Over-charging Perception Undermines Dealership Satisfaction

Sixty-seven percent of respondents said that they trust an independent repair shop more than a dealership to repair their vehicle.


Who do you trust more to repair your car: An independent repair shop or a dealership?

Independent Repair Shop 67%
Dealership 33%

When asked why they preferred the independent repair shop, the top two reasons were:
1) a relationship with their local mechanic (40%)
2) better pricing (at nearly 30%).

Why do you trust an independent repair shop more than a dealership?

I have a relationship with my local mechanic; I always take my car there 40%
I know I'll get a better price for repairs at an independent repair shop 29%
Even though I could have them install more expensive automaker parts, they don't dictate that I have to use them 9%
Their mechanics are knowledgeable; they fix all types of vehicle brands and I trust that they can fix mine 8%
They offer the best guarantee (parts/labor) 2%
Other 12%

Furthermore, the survey revealed that over 80% of respondents reported they had felt overcharged at the dealership, with 59% claiming that the overcharge was at least $200 and nearly 20% claiming over $500. Plus 47% said paying a premium or paying for unnecessary repairs / service is the worst part of the dealership experience.

But it is not all bad news for dealerships: 47% of those who utilize dealership service centers said they were either satisfied or very satisfied with their experience, with 23% feeling neutral. However, of those who were dissatisfied with their dealership experience (30%), the belief that they had been overcharged was the number one driver of dissatisfaction. And of the 33% who say they trust the dealership more than the independent shop for repairs, 60% cited the dealership mechanic's knowledge of and familiarity with their particular model as the reason for their preference.

Dealership Visits Driven by Warranties/Recalls

But it would appear that of those who go to the dealership for repairs, the vast majority are only doing so because their vehicle is under warranty or recall: 83% report that they would not have chosen the dealership if their vehicle hadn't been under warranty/recall. The top reason? Repairs at the dealership are more expensive than at the independent repair shop (51%).

Car Owners Believe They Can Save at Independent Repair Shops - and Price Quotes Prove Them Right

Nearly two-thirds of respondents believe they can save over 20% on repairs by choosing an independent repair shop over a dealership, and 72% say a savings of just 10% would make them opt for the repair shop over the dealership.

This is not just perception or speculation, it's an educated opinion. Consumers are looking for comparison quotes: 78% say they have compared repair job quotes between the dealership and independent repair shop. The results overwhelmingly show that independent repair shop quotes are more affordable (87%).

Savings appears to be a key driver of consumers being proactive in getting repair quotes: 78% said that if they knew it would save them 10% or more, they would compare repair job price quotes.
 
 
At Euro Mobil Autohouse, we always strive to give you all the features of a dealer at lower prices with a focus on the best in customer service.  Book your appointment today or visit us to experience the Euro Mobil difference!

We make sure both you and your car receive a premium experience. We use the latest in diagnostic equipment and provide complimentary coffee, Wi-Fi and alternative transport to make sure you can keep moving, even your car isn't.

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