Service

Ford dealers throng training on how to fix aluminum F-150

12:01 am U.S. ET | May 5, 2014
Eight hundred fifty Ford dealerships have enrolled technicians in training courses to learn how to do collision repairs on the 2015 aluminum F-150 pickup, exceeding the goal of having 750 dealerships enrolled by the end of 2014....
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BMW's big recall: 'It's all about the scheduling'

12:01 am U.S. ET | May 5, 2014
On the surface, the math of BMW's big recall is daunting for the company's 339 U.S. dealerships. The company recalled 156,137 vehicles in April, about six months' worth of U.S. sales for the German luxury brand. That's about 460 vehicles per store. Dealers have a plan....
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Shops use standard inspections to help boost repair orders

12:01 am U.S. ET | May 5, 2014
Over the past four years at Dublin Toyota in Dublin, Calif., the service department has increased its average customer-pay repair order by $105. Not through high-pressure selling or pushing unnecessary repairs onto customers, says Larry Tate, fixed operations director for the San Francisco Bay Area store, but through a better system of inspecting and tracking vehicles in for service....
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AutoNation's Pit Stop open to all

12:01 am U.S. ET | May 5, 2014
AutoNation Inc. is trying to build its service business by offering to pump up tires, top off fluids and perform quick safety checks for anyone for free, even those who bought their cars elsewhere. The nation's largest dealership group plans to roll out its Pit Stop program to all 229 dealerships by midyear, from 70 stores now....
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JAMIE LaREAU

GM dealers will do a lot of recall repairs, but not all of them

3:38 pm U.S. ET | April 29, 2014
Many GM dealers said they do not expect to repair all, or even close to all, of the millions of recalled GM vehicles. That’s because many car owners never receive a recall notice, or if they do, they throw it away or forget about it, dealers said....
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M-B gets tough over customer service scores

12:01 am U.S. ET | April 28, 2014
Mercedes-Benz USA is taking a hard line with dealers after the brand made little progress in the latest J.D. Power and Associates Customer Service Index. Despite several dealer training programs in recent years, Mercedes moved up only one spot -- to No. 8 -- in the 2014 Power CSI survey released this month....
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Hale works on makeover of Jag, Land Rover image

12:01 am U.S. ET | April 21, 2014
Hundreds of employees at Jaguar Land Rover North America sport a green button saying “All In.” The button means they're committed to changing the British company's culture to focus on customer service and satisfaction, said Duke Hale, who was hired a year ago as vice president of customer service....
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New system, but no quick fix for GM

12:01 am U.S. ET | April 21, 2014
When General Motors last week unveiled a new way for dealers to order parts for the ignition-system recall, it reminded dealers of a hard truth: They'll be waiting for parts -- and placating impatient customers -- at least well into the autumn....
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U.S. dealers grapple with recall pain -- missing parts, overtime, lost sales

2:23 pm U.S. ET | April 18, 2014
With multimillion-unit recalls by GM and Toyota, and numerous smaller recalls by other automakers, dealerships in the United States are grappling with missing parts, rising overtime costs for technicians, frustrated customers, and lost sales....
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GM sets up new parts-ordering system for recall repairs

4:10 pm U.S. ET | April 16, 2014
GM today gave its dealers a revised ordering process that the retailers said should speed the shipment of parts, ease repairs and ensure the job gets done right. But dealers said they aren't any closer to knowing when they will start getting parts for the millions of vehicles involved in an ignition-switch recall....
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MyFord Touch bugs are getting squashed, Hinrichs says

3:10 pm U.S. ET | April 15, 2014
Ford has brought its problem-plagued MyFord Touch communications system up to exceed industry-average reliability -- and plans an upgrade to improve the system's capability, Ford executive Joe Hinrichs said today....
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THE GM RECALL

GM will update dealers Wednesday on recall parts status

4:10 pm U.S. ET | April 15, 2014
General Motors told dealers it will hold a Web conference on Wednesday to update them on the status of parts needed to repair millions of small cars recalled for faulty ignition switches, as well as the procedures to follow for the recall....
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Dealers see parts trickle in for recall repairs

4:14 pm U.S. ET | April 11, 2014
Most General Motors dealers continue to wait as parts that were expected to arrive this week to repair faulty ignitions on millions of recalled small cars only trickle in. The wait is disruptive to business, some dealers said today. They are working hard to keep customers informed and patient with the repair process, they said, adding that when the parts do arrive, service shops and technicians stand ready....
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THE GM RECALL

GM raises recall charge to $1.3 billion, adds lock cylinder to part replacement

2:16 pm U.S. ET | April 10, 2014
GM said it now expects to take a $1.3 billion charge in the first quarter related to its ignition-switch recall, as it expanded the scope of the recall to fix a problem that has caused some drivers' keys to fall out of the ignitions while their cars are on. The amount of the charge revealed today increases GM's March 31 estimate of $750 million by more than 70 percent. In addition to replacing the ignition switches on 2....
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Chevy dealership in Missouri sues customer over disputed repair bill

5:49 pm U.S. ET | April 10, 2014
Jim Butler Chevrolet in suburban St. Louis is suing a customer who took issue with the repair bill for his Chevrolet Malibu, and is seeking $25,000 in damages. Dwayne Cooney took his vehicle to the dealership for service after hours on Jan. 31 because the key fob wouldn't work, the tire pressure monitor light remained on and an airbag warning light had illuminated....
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Cadillac, Buick top service satisfaction rankings for 1st time

1:00 pm U.S. ET | April 9, 2014
Cadillac overtook Lexus to top a survey of customer satisfaction with luxury dealership service departments, giving General Motors twin victories in a study by JD Power and Associates. Buick led the mainstream category, ahead of GMC and Chevrolet in the top five....
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GM dealers field calls, manage inventory while waiting for recall parts

4:12 pm U.S. ET | April 8, 2014
General Motors estimates repairs to 2.6 million small cars affected by a massive recall will not start until next week -- not this week as originally expected. Some dealers are fielding dozens of calls daily from customers wanting to know when their car will be fixed....
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Ford recalls nearly 435,000 vehicles for rusting frame parts, faulty seats

6:00 pm U.S. ET | April 7, 2014
Ford is recalling 385,762 model-year 2001-2004 Escape SUVs due to rust that could cause the separation of the lower control arm from the subframe of the vehicle. In an unrelated recall, NHTSA announced that Ford is recalling 48,960 model-year 2013-2014 Ford Fusion, Lincoln MKZ, Ford Escape and C-Max vehicles to replace seatback frames that are not up to NHTSA standards....
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GM tablet tool aims to lift service revenue

12:01 am U.S. ET | April 7, 2014
About 1,200 General Motors dealerships have begun using a tablet tool, part of a software program called Service Workbench, that lets service advisers quickly pull up a vehicle's history, whip through an inspection and point out a menu of factory-recommended maintenance items....
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AutoNation wants more service lane hospitality

12:01 am U.S. ET | April 7, 2014
AutoNation Inc., the country's biggest dealership group, is recruiting service advisers among restaurant waiters and other service-industry workers, part of a new plan to reduce turnover in a key position....
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Sen. McCaskill: GM ignition switch case could lead to criminal charges

3:26 pm U.S. ET | April 6, 2014
GM should make restitution to victims' families and face criminal action if merited for the way it handled defective ignition switches that caused fatal auto accidents, U.S. Senator Claire McCaskill of Missouri said on Sunday....
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LINDSAY CHAPPELL

Why GM dealers have a chance to shine

7:30 am U.S. ET | April 5, 2014
There's no getting around the fact that GM is taking a clubbing right now. A huge recall, several lawsuits, a blistering congressional hearing, apologies to consumers, potential criminal investigations -- it's all bad. But then there are the retailers....
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Dealers unite behind Barra as damage control shifts to them

6:49 am U.S. ET | April 5, 2014
General Motors dealers applauded CEO Mary Barra's testimony on Capitol Hill this past week as she took the national stage in the ignition-switch recall storm. Now, the dealers know, attention will turn to them as parts to repair the switches start arriving in service bays this week. Dealers are lining up service technicians and loaner vehicles, even though they're unsure how many vehicles will be brought in....
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GM recalls 1.3 million 2004-10 Chevy, Saturn and Pontiac cars for power steering glitch

4:18 pm U.S. ET | March 31, 2014
GM is recalling more than 1.3 million older-model Chevrolet, Pontiac and Saturn cars that could experience a sudden loss of electric power, expanding a safety crisis that now includes eight separate recalls covering nearly 6 million vehicles over the past six weeks....
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BEST PRACTICES

Tech courses in service bays supply talent

12:01 am U.S. ET | March 31, 2014
Cam Clark knows he can recruit veteran service repair technicians from outside to work in his Airdrie, Alberta, Ford dealership. But he can never be sure what work habits they might bring with them. What Clark did to solve the problem has helped not only his western Canada dealership, but the youth of Airdrie....
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