CSI Failures – Common Service Customer Complaints

No matter whether the customer is at fault or the advisor, poor communication can lead to misunderstanding and more than 70% of the time lead to poor CSI scores! Here are a few common communication-related complaints cryptic and one-line responses written from customers! 

1. Not listening to what the customer has to say
2. Failing to provide clear steps to solve problems
3. Not addressing customer concerns in a timely matter
4. Not offering service explanations in understandable language
5. Not being available to answer questions
6. Not providing courtesy follow-up
7. Not being friendly or courteous to customers
8. Not providing accurate diagnoses
9. Not taking the time to explain services and costs
10. Not providing details on the estimated time it will take to repair a vehicle

Definitely, the communication-related complaints can be easily fixed, provided the service advisors take a little time to follow the processes from the service managers!

Note: If you want to add repair-quality-related complaints to this list, please email them to info@dealtimer.com. Thank you!

Customers in sales are happy in buying a car. Customers in service drive are impatient and anxiety makes them believe that a wait time of 30 minutes would appear like 2 hours!  No matter whatever is the customers’ perception, the customer is always right! Here are a few common CSI killing complaints related to timings!

1. Oil time took too long
2. Even Express Lube took 2+ hours!
3. I had an appointment, but they started repairing the vehicle that came after me
4. They did not even pull my vehicle for several hours
5. They mentioned that it would take one hour,  but they have taken over 3-5 hours
6. They kept on extending the waiting period and my day is gone!
7. Even after repairing the vehicle, they did not notify me for more than an hour or until I went to complain about it.
8. I waited days for my OEM parts and no communication from the dealership.
9. They did not keep me updated that I had to wait a further longer period
10. I noticed the vehicle being washed and vacuumed, and I waited 30 more minutes to get notified!Note: Waiting-time-related complaints will remain because it is not easy to solve them. If you want to add repair-quality-related complaints to this list, please email them to info@dealtimer.com. Thank you!

There is inflation after Covid! The costs are going up like all other consumer prices! Still, we have to clarify these high costs-related complaints with patience and possibly with references to inflation-related articles! Here are a few variations in customer complaints related to repair costs:

1. The cost of repairs exceeded the estimate by far.
2. Parts were replaced that did not need replacing, resulting in a greater overall cost.
3. The technician charged too much for labor.
4. The repair did not properly fix the issue.
5. The cost of the repairs was more expensive than expected.
6. The shop charged hidden fees that were not initially noted in the estimate.
7. The shop did not explain why repairs were so costly.
8. Parts were replaced that should not have been replaced.
9. The shop charged too much for parts.
10. The shop used generic parts instead of OEM.
11. Unnecessarily high repair cost
12. Unclear on what was being charged
13. Unfair upselling of services
14. Poor cost estimates
15. Unclear communication of labor costs
16. Unreasonable part costs
17. Charging for unnecessary services
18. Incorrect diagnoses lead to higher costs
19. Not providing written quotes for repairs
20. Not offering cheaper repair solutions

Note: If you want to add repair-cost-related complaints to this list, please email them to info@dealtimer.com. Lt helps other service managers to address them better! Thank you!

We could lose even 15-year loyal customers for a simple $30 coupon because it gets emotional! There are so many discrepancies in coupon mailing, expiration dates, OEM coupons, seasonal specials, extended warranty coverage sold by previous owners, service packages with fine prints, etc, all lead to dozens of common complaints!  It is very important for advisors to discuss with the service managers these before rejecting the coupons outrightly!

1. Coupon not accepted
2. Coupon expired
3. Coupon not valid for this service
4. Coupon not honored at location
5. Coupons not accepted due to store policy
6. Coupon codes not entered correctly
7. Coupons not accepted for online purchases
8. Coupons not working for certain services
9. Multiple coupons not accepted
10. Coupon not accepted at time of purchase
11. Coupons only valid on certain days

Note: If you want to add coupon-related complaints to this list, please email them to info@dealtimer.com. Thank you!

We noticed lots of customers leave a single-line complaint related to the quality of fixes and they are not open for further dialogue! Here are a few we noticed!

1. Unfinished Repairs Left on Vehicle
2. Failed Repairs Left Partially Completed
3. Unresolved Issues with the Original Problem
4. Neglect by Repair Technician to Properly Test Components After Repairs
5. Belts not Replaced or Tightened During Service
6. Visible Damage on Parts After Repair
7. Inadequate Explanation of Problems or Solutions
8. Dislodged Parts Due to Poorly Executed Repairs
9. Unanticipated Costs After Services Are Completed
10. Parts Missing or Replaced with Used Parts Without Notifying the Customer

11. Customer’s vehicle was returned to them with an unresolved issue.

12. Vehicle was returned with new problems caused by the repair attempt.
13. Customer experienced extended wait times due to incomplete repair.
14. Vehicle returned with parts missing or incorrectly installed.
15. Vehicle returned incompletely cleared of all old parts.
16. Repairs were not completed in the agreed-upon time frame.
17. Repairs required repeated visits to achieve the desired outcomes.
18. Customer reported multiple billing issues that were not properly addressed.
19. Vehicle delivered in an unsanitary state after repair.
20. Vehicle returned with shoddy craftsmanship and inadequate workmanship.

Here are a few somewhat reasonably explained Complaints Related to Multiple Trips for the same repair!!!

1. The problem showed up again within 24-48 hours after repair!
2. They fixed one problem, and left a couple of more issues discussed with the advisor!
3. They fixed the problem, however, within a day I noticed some other problems showed up. Now I doubt this problem is related to the poor fixing of the original problem.
4. I  had to bring 3 times in the 30 days for the same problem, with no hope left!
5. I do not think this dealership is capable of fixing the problem, I rather look for another dealership for the repair!
6. I had an appointment, but they started repairing the vehicle that came after me
7. They did not even pull my vehicle for several hours
8. They mentioned that it would take one hour,  but they have taken over 3-5 hours
9. They kept on extending the waiting period and my day is gone!
10. Even after repairing the vehicle, they did not notify me for more than an hour or until I went to complain about it.
11. I waited days for my OEM parts and no communication from the dealership.
12. They did not keep me updated that I had to wait a further longer period
13. I noticed the vehicle being washed and vacuumed, and I waited 30 more minutes to get notified!

Note: If you want to add repair-quality-related complaints to this list, please email them to info@dealtimer.com. Thank you!

1. I called and left a message to the service manager with my complaint, I have not heard back!
2. I gave a negative feedback review to the dealership overnight follow-up over email, but no response,
3. I sent an email to the dealership, it seems no one seems to be checking into those emails!
4. I sent an SMS response to the phone line I receive marketing texts, no one cared to respond back. It is possible that these SMS phone lines belong to 3rd party!
5. I called the GM and he made the service manager reach back to me,  but no solution is offered!
6. I have been a loyal customer for over 15 years, bought 3 vehicles here, still after leaving my complaint, no response. I rather not return back here!
7. I complained to the dealership staff’s follow-up call, but no further response
8. I gave a negative Google Review, and they responded with a band-aid type or standard response to a Google Review. It seems no manager has read me complaint!
9. I left a complaint in the Dealership Website chat, and I have not heard back
10. The Service Manager called back and he was empathetic to the issue and he promised to get back to me,  I am still waiting for a final resolution!
11. It seems no dealership cares for Yelp’s negative reviews!
12. Hardly any dealer takes time to read and respond to Facebook Reviews
13. After  I complained to the OEM manufacturer and finally someone followed up.
14. I hate these 3rd party companies following up to the complaint I left, with no background in the car business trying to fix my service problem! I give up!
15. My OEM Rep called and assured me that my issue with the dealership will get for sure fixed! I am waiting forever!
16. After I filled OEM survey with a poor score, no further follow-up either from the dealership or from the OEM rep!  I better move out of this brand for good!Note:  It is not that the Dealership Service Managers are ignoring the customers. The service staff are extremely under-staffed and they do not have time and it is a reality!
    We are compiling the list of reasons for the Service Managers and Advisors  in this categories for their inability in addressing them so that  the General Managers can understand them and facilitate resources for addressing them!Note: If you want to add coupon-related complaints to this list or want to suggest your limitations, please email them to info@dealtimer.com and we will publish them back here and it helps every one in the industry!  Thank you!