Posts Tagged ‘Car Care Data’

Most U.S. Drivers Leery of Auto Repair Shops

December 1st, 2016 by Jessica Souto

AAA advises that finding a trusted mechanic is more important than ever

ORLANDO, Fla. (December 1, 2016) – According to a new AAA survey, two out of three U.S. drivers do not trust auto repair shops in general – citing overcharges, recommendations for unnecessary services and poor past experiences for their lack of confidence. However, the survey also reveals that the majority (64 percent) of U.S. drivers have singled out an auto repair shop that they do trust, suggesting that consumers have prioritized finding a reliable mechanic in an industry with imperfect reputation. AAA urges all drivers to identify a reputable repair facility well before one is needed.

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“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.”

With today’s cars collecting a variety of data about the health of the vehicle, drivers need a trusted repair facility more than ever. “Connected cars” with built-in diagnostic capabilities can alert drivers to vehicle trouble and help repair shops quickly and accurately address issues. Unsurprisingly, given concerns around data security, AAA 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 whom they have built a relationship.

Additional findings from the survey include:

  • The top reasons that U.S. drivers do not trust repair shops are:
    • Recommending unnecessary services (76 percent)
    • Overcharging for services (73 percent)
    • Negative past experiences (63 percent)
    • Concerns that the work will not be done correctly (49 percent)
  • Older drivers are more likely to trust auto repair shops than younger drivers.
    • Baby Boomers are twice as likely than younger generations to fully trust auto repair facilities in general, with one-in-five reporting they “totally trust” the industry.
    • Baby Boomers (76 percent) are also more likely to have a chosen auto repair shop that they trust compared to Millennials (55 percent) and Gen-Xers (56 percent).

“As a service to our members and the general public, the AAA Approved Auto Repair program is designed to help drivers identify trustworthy repair shops,” Nielsen continued. “Facilities meet AAA standards by undergoing a rigorous investigation conducted by Automotive Service Excellence certified inspectors, including quarterly inspections and annual re-certifications that ensures high professional standards for technical training, equipment, cleanliness and customer service. Plus, if something does go wrong, AAA steps in to arbitrate any issues on behalf of its members.”

To find a trustworthy auto repair shop, AAA suggests that drivers:

  • Look for a repair shop before issues occur. Ask family and friends for recommendations and visit to locate an AAA Approved Auto Repair facility near you.
  • Research potential repair shops and find out how long they have been in business. This can be a good indicator of shop quality. Also, look into how they deal with consumer complaints. The Better Business Bureau, State Department of Consumer Affairs or attorney general’s office can provide those complaints.
  • Visit the auto repair shop for a minor job such as an oil change or tire rotation. While waiting, talk with shop employees and inspect the shop’s appearance, amenities, technician credentials, and parts and labor warranty. If you find the service to be good, stick with them. Build a relationship with the technician so they can get to know you and your vehicle.

AAA’s Approved Auto Repair (AAR) program was created more than 35 years ago and includes nearly 7,000 facilities across North America. Once a shop meets AAA’s high standards, including certifications, technical training, cleanliness, insurance requirements, it becomes part of the AAR program where it’s re-inspected annually and monitored for customer satisfaction. AAA members receive several unique benefits by selecting an AAR facility, including priority service, a 24-month/24,000-mile warranty, discounts on repairs, free inspections, AAA assistance with dispute resolutions and more.

For additional information about the survey, including a fact sheet and infographics, visit

As North America’s largest motoring and leisure travel organization, AAA provides more than 56 million members with travel, insurance, financial and automotive-related services. Since its founding in 1902, the not-for-profit, fully tax-paying AAA has been a leader and advocate for the safety and security of all travelers. Motorists can map a route, identify gas prices, find discounts, book a hotel and access AAA roadside assistance with the AAA Mobile app for iPhone, iPad and Android. Learn more at AAA clubs can be visited on the Internet at

Heather HunterAAA Encouraged that Automakers Have Taken Initial Steps to Address Consumer Concerns

WASHINGTON (Nov. 13, 2014) – AAA’s President and COO Marshall Doney issued the following statement today in response to proposed “privacy principles for vehicle technologies and services” developed by the automotive industry.

“AAA is encouraged that automakers are taking a first step to address consumer rights with connected car data, but this agreement falls short of providing consumers the right to control their own information. Today’s announcement follows in the footsteps of AAA’s Consumer Rights for Car Data, but we remain concerned that industry continues to prevent consumers from having access to a competitive choice of automotive services.

“New cars increasingly collect vast amounts of data that can be used to prevent breakdowns, reduce crashes and help drivers save both time and money. Consumers should benefit from market competition as these new services emerge, and no company should put unfair limits on consumer choice.

“AAA urges automakers to develop a clear framework in concert with industry experts, including consumer representatives like AAA, that guarantees that consumers can share car data with any trusted service provider of their choice. AAA will remain committed to ensuring consumers have real choice and are able to enjoy all the benefits that connected cars have to offer.”

AAA has worked with the Federal Trade Commission for more than a year to address consumers issues related to connected cars. AAA has provided specific recommendations to the FTC in response to the commission’s request for public comments, which followed up on the agency’s “Internet of Things” workshop.

As North America’s largest motoring and leisure travel organization, AAA provides more than 54 million members with travel, insurance, financial and automotive-related services. Since its founding in 1902, the not-for-profit, fully tax-paying AAA has been a leader and advocate for the safety and security of all travelers. AAA clubs can be visited on the Internet at


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