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Top 5 Customer Issues of Vehicle Repair Shops

Top 5 Customer Issues of Vehicle Repair Shops

Getting your vehicle fixed can be a frustrating thing, especially if you’ve just been in an accident. When a customer has issues with their car, the thing they normally want the most is for their car to be fixed properly and efficiently in a timely manner. However, sometimes repair shops have a hard time achieving these things which leads to a lot of complaints. When a customer has to bring their car back to the shop because the vehicle repair shops did not fix their car properly, the shops will lose not only their credibility but most likely the customer as well. In a market where vehicle repair shops are very competitive, it is very bad business when a customer says the work was not performed properly. This leads to our number one complaint towards body shops. 41% of customer complaints deal with the vehicle not being repaired properly.
The second largest customer complaint is when customer’s vehicles are not repaired in a timely manner. Many people work and have places to be. Therefore, when they lose their car because of repairs needing to be done, they prefer to have it done in the quickest way possible. To many of these people, time is just as valuable as money. When a vehicle repair shop does not return their car to them at the promised time, the customer may have to rely on other sources of transportation. These types of situations will cause a lot of complaints. Terrible customer service is the next largest customer complaint. Unresponsiveness to complaints or unwillingness to correct their mistakes is a common mistake vehicle repair shops make when it comes to customer service. Customers’ patience will be tested when body shops make mistake and do not bother to fix them.
Most of the time, customers want to feel like they are getting the bang for the buck when getting their cars fixed. Vehicle repair shops can have high costs for the services they provide. It is proven that eleven percent of customer complaints come from the prices that seem to high compared to the work that was performed. The fifth and final complain is when customers’ belongings in the vehicle disappear. It’s a regrettable thing but sometimes an owners’ property in the vehicle get stolen or lost. Knowing this, it’s important to take your belongings after an accident as sometimes 8 different pairs of hands could be working on the repair of the vehicle. In this situation, the owner or the manager is not to know the better in terms of where objects in the vehicle may have went. In order to appease the customers, vehicle repair shop need to be aware of these complaints.