Car Owners Trust Dealers More But Still Go Elsewhere For Service

The Service Lane Is Changing

It's no secret that some car owners prefer skipping their dealer in favor of aftermarket shops for service, often due to lower costs. A study from Ducker Carlisle backs that up, showing that quick lube shops performed better than dealerships from 2024 to 2025, as dealers lost more ground on both transactions and revenue.

But despite the preference for aftermarket shops, the J.D. Power 2026 U.S. Aftermarket Service Index (ASI) Study showed that car owners still trust dealers more when it comes to maintaining peak vehicle performance and handling complex repairs. That is despite aftermarket providers consistently performing well in fixing issues correctly the first time.

Customers Still Feel Wary At Dealerships

This behavior is perhaps interesting, given that car owners know dealerships may provide more thorough service, yet still choose aftermarket shops to save money. It highlights areas dealers may need to address to win customers back, including transparency, which remains a common reason some owners avoid dealerships. Many believe service advisors may push additional repairs or maintenance beyond what is necessary to boost profits.

That’s something not usually associated with aftermarket service shops, especially dedicated service centers like quick lube shops, which primarily focus on oil changes.

One common reason car owners bring their vehicles to dealerships is to take advantage of complimentary maintenance programs, with brands like Toyota offering coverage for up to two years or 25,000 miles, whichever comes first. After that period ends, many owners tend to switch to aftermarket service shops for lower costs.

Trust Alone Is Not Enough

The study could be interpreted as a sign that dealerships need to do better, as owners’ awareness of higher-quality service is not enough on its own. Affordability is becoming a broader issue across the car industry, with the average new-vehicle transaction price reaching around $50,000, so owners will inevitably look for ways to save money.

Another finding from the study focused on which aftermarket service shops most satisfied owners. Based on responses from 10,572 vehicle owners surveyed from January to March 2026, Goodyear Auto Service ranked highest in the full-service maintenance and repair category, Express Oil Change & Tire Engineers led quick oil changes, and Meineke Car Care Centers topped tire replacement.

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