Top 10 Worst Car Dealerships by Brand

Top 10 Worst Car Dealerships by Brand
Chrysler Brands Tank in JD Power Customer Satisfaction Survey
Volkswagen Considering Van, Pickup for U.S.
Rolls-Royce Wraith Drophead Coupe Spied
Scion iA Announced as Brand’s First Sedan
Mini Minor Not Likely Says Exec

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Buying a new car can often come down to the dealership experience and not all facilities deliver the same level of quality service.

In fact, there's quite a disparity between the good, the bad and the downright ugly, especially when examining the latest J.D. Power U.S. Customer Service Index (CSI) Study for car dealerships.

The report compiles data from 70,000 owners and lessees of one- to five-year-old vehicles who visited the dealer service department for maintenance or repair work. The overall customer satisfaction is measured by ranking the service advisor, service facility, service initiation, service quality and vehicle pick up.

Find out which brands performed the best here.

As for which car dealerships have the worst service? Check out the list below.

10. Subaru

The mass market brand average for the 2015 U.S. CSI Study was a score of 792 points on a 1000-point scale, and the top 10 worst brands all fell below that average. Subaru ranked 10th with a score of 786 which is a slight improvement over its 2014 score of 776. In the 2014 U.S. CSI Study, Subaru was the fourth worst brand, so it is improving.

9. Mitsubishi

Mitsubishi has been struggling in the U.S. and its service isn't helping the Japanese automaker's reputation. This year, the company scored 785, a drop of nine points compared to its 2014 ranking, which also had it in ninth place.

8. Mazda

Mazda is turning the corner with more attractive models throughout its entire lineup, but its dealership experience still needs some work. The company scored 779 this year, marking a drop from 791 points in the 2014 U.S. CSI Study. Despite the drop in score, it's an improvement in ranking since it was the sixth worst brand last year.

7. Scion

The entry-level arm for Toyota has consistently fallen below the average in J.D. Power's CSI Study and 2015 is no different. With a score of 777, Scion sees a three-point drop compared to 2014, where it was the fifth worst brand.

6. Ford

Last year, Ford was the seventh worst brand in the CSI Study and this year marks a disappointing drop for the American automaker. With a score of 776, Ford saw one of the biggest decreases compared to last year when it scored 791.

5. Chrysler

Although Ford's drop is noticeably drastic, Chrysler plummeted from being above the average in 2014 with a score of 799 to being the fifth worst brand and a score of 775. Last year, the American automaker was actually the seventh best mass market brand out of 19 automakers and now sees itself towards the bottom of the list.

4. Fiat

In fact, the Fiat Chrysler Automobiles group as a whole has some work to do with its dealership service experience. Fiat wasn't ranked in last year's list but its initial appearance isn't good. With a score of 762, the Italian automaker specializing in compact cars finds itself with poor dealer service performance.

3. Ram

Last year's worst brand was Ram, so at the very least the truck division for Chrysler is improving. The company scored 752 in the 2014 U.S. CSI Study and slightly improved with a score of 756 for this year, but it avoided the stigma of being ranked dead last.

2. Dodge

The Dodge brand experienced another drop in the CSI Study, falling from 765 points last year to 749 this year, making it the second worst brand when it comes to service at dealerships. It has some serious work to do if it wants to avoid falling into last place.

1. Jeep

This year's worst performer is Jeep, netting a score of 740. It's a noticeable drop compared to last year's score of 756 which was only beat by Ram's 752. The Jeep brand this year performed well below the mass market brand average of 792 and is nearly 100 points below Buick's top score of 836 (among mass market brands).

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Chrysler Brands Tank in JD Power Customer Satisfaction Survey

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The bottom five mainstream brands on the latest JD Power Customer Service Index study are all members of the Fiat Chrysler Automobiles group.

The study polled 70,000 owners and lessees of 2010 to 2014 vehicles about customer satisfaction with maintenance and repair service at franchised dealerships.

Coming in at the bottom of the rankings is Jeep, with a score of 740 on a 1,000-point scale. Sitting above Jeep is Dodge with 749 points, then Ram with 756, Fiat with 762 and Chrysler with 775.

On the positive end of things, Buick, Mini (834), Volkswagen (818), GMC (811) and Chevrolet (807) were rated the highest in the mass market category. Buick topped the list with 836 points, sitting well above the mass market brand average of 792.

As for luxury brands, Land Rover dealerships were rated the worst with a score of 823 points, sitting below Acura with 825 and Volvo with 835.

Luxury car owners say that Jaguar has the best customer service, handing the brand a score of 877 points. Lexus (870), Audi (865), Lincoln (861) and Cadillac (858) round out the luxury brand top five, while the average for luxury car dealers sits at 852. Mercedes-Benz topped the list in 2014, but has now slid to the seventh position among luxury car makers.

Recalls caused 16 percent of all service visits in 2014 according to study, surpassing the peak of 15 percent set in 2011. Overall, customers bringing cars in for recalls rated their service at 789, an increase in satisfaction compared to 2014's score of 777. Those affected by recalls were also more satisfied on average, by 8 points, than customers taking cars in for regular service.

Some of the major factors that affect customer satisfaction are access to an express lane for non-scheduled appointments and working with the same service advisor during every visit. Dealers with an express lane scored 819 points on average while those without only ranked 764. Dealing with the same person also increases satisfaction dramatically with customers giving a score of 824 when dealing with the same advisor compared to 769 when working with a new advisor.

Discuss this story at our Chrysler 300 Forum

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Volkswagen Considering Van, Pickup for U.S.

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Volkswagen is considering bringing some bigger vehicles to the U.S. to help grow the brand.

"Pickup trucks are a dominating segment," said Eckhard Scholz, head of VW's light commercial vehicle devision. He also mentioned the growing amount of European vans which are being sold in the U.S., saying "we're looking at both options intensively."

Volkswagen is pushing to become a mainstream manufacturer in the United States and cashing in on the strength of light truck sales would certainly help. Last year, VW sales dropped 10 percent in the U.S. despite moving over 10 million vehicles worldwide, a record for the company.

SEE ALSO: Volkswagen Beetle Could be Axed

When it comes to which van to sell, Volkswagen has a few options. The brand has the small Caddy, which would compete with the Ford Transit Connect, the larger Crafter which would go up against full-size vans like the Mercedes Sprinter and the T5, also known as the Transporter, which fits in between the two.

As for pickup trucks, VW only has the Amarok, which would most directly compete in the midsize truck category against the Chevy Colorado and Toyota Tacoma.

[Source: Bloomberg]

Discuss this story at our Volkswagen Forum

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Rolls-Royce Wraith Drophead Coupe Spied

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Rolls-Royce is preparing a convertible version of its latest model.

Caught by our spy photographers during cold weather testing in Sweden, the Wraith Drophead Coupe will offer the same V12-powered ultra-luxury experience as the standard Wraith, except this car will allow its owners to open up the roof.

SEE ALSO: 2014 Rolls-Royce Wraith Review

Styling is identical to that found on the Wraith, save for the new convertible roof which has a slightly different look than the regular coupe model. The 6.6-liter V12 is expected to stay the same in this car, still making 624 hp.

Pricing is likely to start somewhere above the Wraith, which carries a base price of $285,000.

Discuss this story at our luxury lifestyle forum

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Scion iA Announced as Brand’s First Sedan

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A brand dedicated to quirky niche models, Scion is now preparing to launch its first ever sedan.

The Toyota division is teasing the new four-door as well as a new compact hatchback, both of which will debut at the 2015 New York Auto Show.

The all-new iA will be the first sedan in Scion's lineup and will be based on the Mazda 2 sedan. Scion will also pull the sheet off the iM, a hatchback that's based on the European Toyota Auris.

Scion is aiming both cars at young buyers with aggressive styling, although don't expect a hot hatch. Power for the iM is said to come from the same 1.8-liter 4-cylinder found in the Corolla, while the iA is expected to use the 1.5-liter four-cylinder SkyActiv engine found in the 2016 Mazda 2.

Both the iA and iM will be revealed on March 31, 2015, the eve of the New York Auto Show.

Discuss this story at our Scion iM forum

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Mini Minor Not Likely Says Exec

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A Mini executive has shed some light on the brand's future lineup.

Mini and Toyota were said to be collaborating on a small car, but Peter Schwarzenbauer, BMW's board member in charge of Mini doesn't think it will happen. "I don't see a smaller car than the current one," Schwarzenbauer told Automotive News, dashing hopes that the Mini Minor nameplate would return.

He also commented on the Mini Superleggera concept that was reported to be confirmed for production, saying it would make a "great addition to the Mini range," though he could not confirm its approval.

Finally, Schwarzenbauer discussed Mini's future in electrified powertrains. "Electrification of Mini is very important. We are working on that, but I cannot confirm when and what," he said. Spy photos have confirmed that Mini is testing a Countryman Plug-in Hybrid, one of the larger vehicles in the brand's lineup, making it spacious enough to fit the electrical components. "Finding available space in a car as small as the Mini is not easy," Schwarzenbauer said

[Source: Automotive News]

Discuss this story at our MINI Forum

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Car Reviews

Wednesday 18 March 2015