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Survey: Luxury, local vehicle repair shops are best

Posted March 2, 2015

— Whether customers are happy with their vehicle repair shop experience mostly depends on what they drive, according to a Consumer Reports survey.

Tesla was the only company to receive high marks across the board, but that’s likely because they’re a young brand, said Simon Slater, a senior research associate with Consumer Reports.

"Tesla is new to the market and has a relatively small number of customers to satisfy compared to the more established luxury brands," he said.

Lincoln, Cadillac, Lexus, Porsche, Acura and Buick received high marks from customers. One Cadillac dealership provides loaner iPads and freshly baked cookies to customers while they wait.

But not every luxury brand received good reviews.

"Mercedes, Jaguar and Mini dealerships got dinged in our survey for price,” Slater said. “The customers feel they overpay for parts and labor."

Consumer Reports found that customers are generally happier with mom and pop shops due to price, quality, timeliness and courtesy.

When a vehicle is part of a recall or technical service bulletin, the survey found that having a relationship with a dealer can help with repairs and cost.

In addition, the survey found that haggling about the cost of vehicle repairs can save money. Only a small percentage of customers have tried, the survey said, but those who did saved an average of $94 at independent repair shops and $120 at dealerships.


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