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U.S. Drivers Lack Trust in Automotive Repair Facilities


Two out of three U.S. drivers do not trust auto repair shops in general, according to a recent AAA survey. However, 64% have singled out an auto repair shop that they do trust.


“To minimize the stress associated with vehicle repair and maintenance, it is critical that drivers find an honest repair shop that they can trust with their vehicle,” said John Nielsen, AAA’s managing director of Automotive Engineering and Repair. “AAA found that one-third of U.S. drivers – 75 million motorists in total – have yet to find a trusted repair facility, leaving them vulnerable when trouble strikes.”

There are several different reasons consumers cite for their lack of confidence;

  • 76% say it’s due to unnecessary service recommendations;
  • 73% cite overcharging;
  • 63% say it’s due to negative past experiences;
  • And 49% express concerns that the work isn’t being completed correctly.

The survey also found that older drivers are more likely to trust auto repair shops than younger drivers, with Baby Boomers twice as likely than younger generations to fully trust automotive facilities.


With the integration of telematics into vehicles, AAA also found that the majority of U.S. drivers want the ability to direct their vehicle’s data to the repair shop of their choice – the trusted facility with which they have built a relationship.

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