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How Car Dealerships Should Respond to Negative Reviews

Edmunds.comEdmunds.com Posts: 10,059
edited April 2016 in General
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How Car Dealerships Should Respond to Negative Reviews

How can your car dealership make the best of a negative review from an unhappy customer? Here are a few tips and example responses that may be helpful.

Read the full story here


Comments

  • Now THAT was well handled.
  • cmhj2000cmhj2000 Se, Pa.Posts: 381
    I love it when these guys say anything less than a 10 on a survey is a fail. Well I never give 10s as there's always room for improvement.
  • steverstever Posts: 52,462
    It is a bad system - tag the dealer for a pushy experience by the finance department and your good salesperson can't pay their rent.

    Why Car Salespeople Beg for Top Customer Survey Scores
  • I wrote a review about the absolutely sleaze dealings my 19 year old son and I had with a dealership (Used car) and the liar sales person and they called me and my son all day at work, numerous times and harassed us both and threatened to take the car back until we deleted the 1 review and then wrote a good one. CAN THEY DO THAT?????? Well even of they can't, They scared us so I erased it and wrote 3 good ones! They literallly scared us so bad after the threats and harassment!!!
  • steverstever Posts: 52,462
    The Consumer Review Fairness Act was just signed into federal law yesterday:

    Bill that protects online reviews becomes law (sandiegouniontribune.com)

    "The Consumer Review Fairness Act of 2016 makes it illegal for companies to include “gag clauses” in their contracts that penalize or prohibit people from leaving reviews on websites and other forums.

    Companies, however, can still sue over libelous reviews, and contracts can still include confidentiality clauses. Additionally, the bill does not end prohibitions against, or prevent websites from removing, reviews that contain proprietary information, personal and medical information, computer viruses or other sensitive information."

    I'd try contacting the FTC and see if you can get anyone's attention there (maybe cc your congress person)..
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