Aging vehicle fleet, generational differences put a premium on trusted mechanics

A new national survey shows two of three Americans don’t trust repair shops in general — citing overcharges, recommendations for unnecessary repairs, and poor past experiences as the reasons for their lack of confidence.

That’s troubling news for customers and repair shops alike, that need each other. And the problem may be getting bigger. The average age of America’s fleet is nearing 12 years, and more than one-third of drivers haven’t found a repair shop they can trust when trouble strikes.

“That leaves about 75 million drivers unprepared for when their vehicles fall into disrepair,” said Matthew Conde, public affairs manager for AAA Idaho. “In lean economic times, some drivers delayed repair and maintenance decisions, and at some point, the bill will come due.”

There’s some good news in AAA’s survey results: Nearly two of three drivers have selected an auto repair facility they do trust.

“A large group of drivers have prioritized finding a reliable mechanic in an industry with an imperfect reputation,” Conde said.

The most egregious complaints in the AAA survey include recommending unnecessary work (76 percent); overcharging for services, (73 percent); and negative past experiences (63 percent).

According to the research company IHS Automotive, the average U.S. vehicle age is 11.6 years old. As that number grows, the possibility of extensive repairs will loom large for many Americans.

What can drivers do?

“Car owners should conduct basic research to find a repair facility before they need one,” Conde said. “By asking friends and family for recommendations, and through a simple online search, much can be learned about a repair shop’s customer service approach and expertise.”

AAA said repair shop relationships are deeply divided along generational lines. Baby Boomers are twice as likely to fully trust repair facilities in general when compared with their younger counterparts. In addition, 76 percent of Baby Boomers have selected a trusted repair shop, compared to 55 percent of Millenials and 56 percent of Gen-Xers.

“Once you’ve found a mechanic that meets your needs, visit the auto repair shop for a minor job, such as an oil change or a tire rotation,” Conde suggested. “That will give you an opportunity to experience the shop first-hand before making a large financial commitment.”

Late-model vehicles can collect large amounts of data on vehicle health and motorist driving habits. AAA calls on car manufacturers to respect the freedom of consumers to keep consumers’ personal information private, and to direct that information to the repair shops of their choice.