1 Thing We're Talking About: Consumer Reports survey shows independent repair shops preferred over dealerships

When it comes to getting their vehicle repaired, Consumer Reports members prefer independent shops — and in some instances, chains — over dealerships.

Independent repair facilities stood out for their trustworthiness, reasonable prices, knowledgeable mechanics and good reputation, according to the Consumer Reports annual survey. Chains were notable for their convenience, while dealerships were notable for their comfort.

The consumer organization polled more than 16,000 of its members and rated a sample of 11,670 repairs performed at auto repair chains, independent shops and dealerships. The survey focused on repairs customers paid for out of pocket.

Consumers rated repair shops in 12 categories: honesty; price; quality of work; amount of time it took to complete repairs; communication about the repair; if the problem was fixed the first time; accuracy of the initial cost estimate; shop's willingness to negotiate on price; presence of free perks with service, such as car washes, loaner cars and shuttle service; whether there were discounts available; proximity or convenience of the shop's location; and presence of guarantees or warranties for work done.

The findings show independent repair shops, analyzed as a group, and the Goodyear Auto Service chain were the only facilities to receive top scores for overall satisfaction.

Independent shops received the highest scores for satisfaction with price. They also were rated favorably for their willingness to negotiate the price of a repair. Independent facilities, AAA Car Care Plus and Firestone Complete Auto Care were the only shops with a favorable rating for discounts.

Dealerships received mixed reviews and varied by brand. Acura, Lexus, Mazda and Volvo service departments received high scores for overall satisfaction. Jeep, Kia and Hyundai received below-average ratings for automotive service.

Kia told Consumer Reports its recent growth in sales in the U.S. "has resulted in an owner base that has expanded beyond the current service capacity of some of our dealers." The manufacturer said it is working with dealers to increase service capacity.

Nearly all dealerships received the lowest rating for price, but ranked best for comfort — which was defined by clean, attractive spaces and the availability of loaner vehicles.

"It's no secret that service departments are a big revenue source for dealerships," said John Ibbotson, chief mechanic at the Consumer Reports Auto Tech Center. "It's also common knowledge that you can save a significant amount of money by getting your car serviced by experienced technicians at an independent repair shop instead."

Consumer Reports recommended dealership service departments for repairs that require special tools, diagnostic equipment or expertise not available at other shops. While the cost might be more, dealership technicians are factory-trained and their parts are made by the manufacturer to best fit a vehicle.

The survey showed which brand owners were most likely to visit the dealership for service. Tesla, with 89 percent, Cadillac, 61 percent, Audi, 54 percent, Ram, 54 percent, and Subaru, 52 percent had the highest ratings. Brand owners least likely to visit the dealership for repairs were Chevrolet, at 43 percent, Hyundai, 40 percent, Jeep, 39 percent, Chrysler, 31 percent, and Dodge, 29 percent.

"If you're someone who doesn't keep a car until the end of its useful life, a dealership service record certainly won't hurt the resale value," Ibbotson said. "That's because people take comfort in knowing that the car has been serviced by technicians trained specifically for that type of vehicle."

Not surprisingly, customer retention for dealerships suffered the older the vehicle. About 80 percent of drivers with cars from model year 2023 went to the dealership; only 18 percent took model year 2000 cars to the dealership.

In some good news for all repair facilities, 85 percent of Consumer Reports members said their vehicle's problem was fixed the first time. Sixty-eight percent reported their repair was completed in a day or less, while 91 percent said the work was done in the time frame they were quoted by the shop.

The median repair price was nearly $700. One-quarter of respondents paid between $200 and $499 for a repair; 26 percent paid between $500 and $999; 22 percent paid between $1,000 and $1,999; and 14 percent paid $2,000 or more for a repair.

"A great way to find a shop you can trust for repairs is by getting routine maintenance done at the same place consistently, whether at a dealership or an independent shop," Ibbotson said. "That way, you can establish a relationship with the shop's staff, and its mechanics can get to know your car and keep an eye on developing problems before they become bigger, more expensive issues."