Q3 data shows a clear pattern: 44% of negative reviews cite communication issues (+4% vs. Q2). Service feels it most at 49.3%, with Sales close behind at 48.6%.
Parts delays, high OEM pricing, and complex repairs are realities of the industry. Dealers can’t always control cost, but they can control communication. Clear updates on timing, price, and next steps make the difference between a returning customer and a lost one. Silence, especially on expensive repairs, drives frustration—and drives business away.
Across both top and bottom performers, one phrase stood out in reviews: “No one called me back.”
This is the moment confidence breaks. And it’s why consumers increasingly take their next service dollar elsewhere—dealership share of service visits has fallen from 35% to 30% in recent years.
One review captures the problem:
“I had to be the one getting in contact with them because they said they had the wrong number… The only person who apologized was someone in service. The salesperson just thanked me for my patience, which I didn’t really have much of.”
The core issue is uncertainty. Proactive communication creates stability. Reactive communication creates doubt—and doubt sends people shopping.
The Widewail Automotive Reputation Index (WARI) has officially been updated with November data. Check it out now for insights based on 10,000,000 reviews across the industry.
