Service

Watch out, quick-lube shops, here comes VW

2:00 pm U.S. ET | Jan. 23, 2015

With improving vehicle quality cutting into dealerships' warranty work, Volkswagen of America wants more of its dealers to open quick-service operations to keep their repair shops busy....
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Call center keeps the service bays packed

2:00 pm U.S. ET | Jan. 23, 2015

Dealer Jeff Proctor endured a year of anger from service advisers after he gave their job of scheduling service work to a newly created call center. Suffering their wrath proved worthwhile, Proctor says, because now his service bays are largely booked and his service revenue keeps rising....
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Perks program lifts struggling store's satisfaction scores, sales

2:00 pm U.S. ET | Jan. 23, 2015

Land Rover San Diego is rewarding big spenders with a perks program that offers Padres baseball tickets, dry cleaning runs, preferential service times and other goodies....
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Independent repair shops edge out dealership mechanics in customer satisfaction survey

3:27 pm U.S. ET | Jan. 22, 2015

When it comes to vehicle repairs, independent shops may be pleasing customers more than mechanics at dealerships' service bays, a Consumer Reports' survey said today....
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BEST PRACTICES

Service bays turn to text messaging

12:00 pm U.S. ET | Jan. 22, 2015

In an increasingly digital, on-the-go world, Dale Snow's challenge was to devise the most effective way to update millennials on car repairs....
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A bad service review? No need to panic

12:00 pm U.S. ET | Jan. 22, 2015

A cottage industry of vendors has sprung up to help dealers manage the often bewildering world of online reviews. The vendors are adept at intercepting some bad reviews before they are posted....
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BEST PRACTICES

Maine store's free tires bring customers back

12:00 pm U.S. ET | Jan. 22, 2015

Stanley Subaru gives its new-vehicle buyers a benefit it calls "Tires for Life."...
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A Ford Quick Lane sized for Texas

12:00 pm U.S. ET | Jan. 22, 2015

On a clear day, you can see Pep Boys, Jiffy Lube and Firestone service shops from Planet Ford-Lincoln in Spring, Texas. Still, the dealership is building the largest Ford Motor Co. Quick Lane operation, with 28 lanes. While oil change intervals may be getting longer, dealership managers firmly believe fast oil changes can be the key to retaining service customers....
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EDITORIAL

Body shop shakeup

12:01 am U.S. ET | Jan. 19, 2015

It's getting more complicated for auto dealers to operate body shops. Repairs are increasingly complex as new designs add ultra high-strength steels and other new alloys and a broader range of material....
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Pohanka body shops sold to repair chain

12:01 am U.S. ET | Jan. 12, 2015

A major body shop chain has acquired Pohanka Collision Centers, a 12-store auto body shop group in Maryland and Virginia affiliated with Pohanka Automotive Group. Body shops are being bought and bundled to get more business from insurance companies and to control rapidly escalating capital costs....
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BEST PRACTICES

Service bays turn to text messaging

12:01 am U.S. ET | Jan. 5, 2015

In an increasingly digital, on-the-go world, Dale Snow's challenge was to devise the most effective way to update millennials on car repairs....
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FIXED OPERATIONS

How FCA US eases shortage of techs

12:01 am U.S. ET | Jan. 5, 2015

FCA US will launch a program this month to help dealers cope with a nationwide shortage of service technicians and a surge in recall work....
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FIXED OPERATIONS

Dealer adds quick bays, buzzers to speed service

12:01 am U.S. ET | Jan. 5, 2015

Honda dealer Greg May decided to follow American Honda Motor Co.'s advice and add service bays and make other improvements to his service department....
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General Motors issues 3 new recalls, citing ignition systems

2:15 pm U.S. ET | Jan. 1, 2015

General Motors announced three new recalls affecting nearly 84,000 SUVs and pickup trucks, saying their ignition systems may have problems that could affect engine power and airbag deployment....
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Lincoln MKC recalled to move push-button start from near touchscreen

1:00 pm U.S. ET | Dec. 31, 2014

Ford is recalling all Lincoln MKCs built through September to resolve one or two issues that can cause the engine to shut off while driving. One of the recalls, which also covers some 2014 Ford Escape models, relates to a mechanical problem that can cause the fuel pump to seize and the vehicle to either stall or fail to start up....
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VW recalls 2015 Jettas for headlight glitch

12:31 pm U.S. ET | Dec. 30, 2014

Volkswagen Group of America is recalling 25,007 Jetta models from the 2015 model year to fix a software glitch that can affect the operation of the low-beam headlights....
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Smartphone app Zubie adds automotive retail and service perks

8:00 am U.S. ET | Dec. 18, 2014

Drivers don’t need a calendar to let them know when to go in for a service check -- Zubie can tell them. And now, the smartphone app is offering perks as well....
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GM dealers take on more loaners

12:01 am U.S. ET | Dec. 13, 2014

Dealers are seeing a huge expansion of General Motors' Courtesy Transportation Program, a bid to create better loyalty via the service lane and by getting more people to try vehicles....
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Toyota parts delivery scores with dealers

12:01 am U.S. ET | Dec. 8, 2014

Parts Director Danny Perez saves $100 to $400 a day in rental-car costs thanks to Same Day Service, a parts distribution program run by Toyota Motor Sales U.S.A. Inc....
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Dealerships grapple with regulations allowing service dogs

12:01 am U.S. ET | Dec. 7, 2014

Dealerships can face litigation if they don't know the rules about how to deal with customers who require service dogs. The issue is complicated by people who claim, incorrectly, that their pets are service dogs. But that doesn't get businesses off the hook....
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GM replacing keys on 2014-15 trucks to prevent ignition shutoff

1:07 pm U.S. ET | Dec. 5, 2014

GM is replacing ignition keys on its newest trucks because of a design problem that can cause the shift lever to bump the key and shut off the engine. GM said its investigators determined that the issue was not a safety defect because it occurs only when the driver has a foot on the brake and is shifting gears. Rather than a safety recall, GM issued a technical service bulletin to dealers on Nov. 6, instructing them to replace keys for customers who complain of a problem....
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GM recalls more than 300,000 SUVs, sedans for headlamps that go dark

2:45 pm U.S. ET | Dec. 1, 2014

General Motors is recalling 316,357 older-model SUVs and sedans for a problem with malfunctioning headlamps....
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Toyota to recall 422,000 Lexus vehicles in U.S. due to fuel leak

11:42 am U.S. ET | Nov. 21, 2014

Toyota will recall 422,509 of its luxury brand Lexus vehicles in the United States because of a possible fuel leak that increases the risk of fire, federal regulators said today....
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Technology training can help close a sale, AutoTrader.com says

10:39 am U.S. ET | Nov. 18, 2014

As automakers incorporate in-vehicle technology features in more models, dealers have to find a way to sufficiently teach customers how to use the new tools, AutoTrader said in a report....
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What is a recall? Automakers confuse drivers in deadly airbag saga

10:48 am U.S. ET | Nov. 16, 2014

More than 17 million cars with Takata airbags have been recalled worldwide, including over 11 million in the United States. But that number represents a patchwork of confusing safety messages to drivers: "safety improvement campaigns," informal "regional recalls," and formal recalls of certain models rather a consistent national action. The mixed messages make owners wonder how worried they should be....
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