EXPLORE
Higher Review Volume Stores Have Higher Ratings but More Finance Complaints
The intuitive read is that the finance office would be rated poorly if the store is rated poorly. It's the other way around.
Sort the rooftops into five groups by review volume, from a median of 4.3 reviews a month to 58.5.
Median rating climbs across them, 4.57 to 4.76.
Financing goes the other direction: 0.90 complaints per compliment at the smallest stores, 1.31 at the largest, where the share of stores net-positive on F&I drops from 66% to 46%.
Every money topic gets harder as stores get bigger. Financing is the only one that changes sides.
Exposure doesn't explain it. The shares are measured inside each store's own review piles, so volume can't inflate them, and at the largest stores the praise share falls (6.8% to 5.8%) while the complaint share rises (6.1% to 7.6%). More traffic would lift both.
The people who work that desk were asked what they want this summer. J.D. Power's 2026 U.S. Dealer Financing Satisfaction Study, released Aug 11, surveyed 5,662 dealer finance professionals.
Satisfaction is 841 when an issue is resolved on the first contact and 599 when it takes a second. The reason appears to be as dealer size grows the finance department is increasingly less able to provide a consistent answer, handled once.
REV #072 noted financing had climbed from 12% to 16% of negative sales reviews since 2023 and told you to go pull your own F&I feedback.
This is what's behind it. A consistent answer, handled once.
