Why most drivers distrust repair shops

Two of three U.S. drivers distrust auto repair shops -- whether independent mom-and-pop operations, chain stores or dealership service departments -- a survey by AAA found.

The four main reasons for the distrust were recommending unnecessary services, cited by 76 percent of respondents; overcharging for services, 73 percent; negative past experiences, 63 percent; and concerns that the work will not be done correctly, 49 percent.

But the survey also found that most drivers, 64 percent, have singled out a repair shop that they trust.

Greg Brannon, director of automotive engineering at AAA, likened this result to how people view politicians. While the average American may view politicians as untrustworthy, he said, he or she often trusts one politician.

AAA found that baby boomers are twice as likely as younger generations to fully trust auto repair operations in general.

One in five boomer respondents said they "totally trust" the industry. 

In addition, 76 percent of baby boomers had identified an auto repair shop that they trust. That compares with 56 percent for Gen Xers and 55 percent for millennials. 

"Older generations are more likely to have had experiences and built a relationship" with a specific shop, said Brannon. "They have more miles on the road." 

Brannon noted that younger generations are probably more skeptical and are quicker to go to user-generated reviews online. 

The survey -- AAA's first such effort -- was conducted Sept. 22-25 via 1,001 phone interviews among U.S. drivers 18 and older. 

Brannon noted that the survey ties in to AAA's Approved Auto Repair program, which includes about 7,000 shops in North America, a number that continues to grow. 

A shop becomes part of the program by meeting AAA's standards on certifications, technical training, cleanliness and insurance requirements. 

Shops in the program are inspected annually and monitored. 

"We're always keeping our pulse on the repair industry in general on behalf of our members," Brannon said. 

Despite AAA's findings, repair shops are expected to continue to play an important role, especially as the average age of light-duty vehicles is now 11.6 years, according to IHS Markit. 

"Increasing numbers of vehicles on the road builds a new business pipeline for the aftermarket," Mark Seng, global automotive aftermarket practice director at IHS Markit, said. "A larger fleet means more vehicles that will need repair work and service in the future."