Stuck in the Shop?
Imagine dropping your car off for what you thought would be a routine repair, only for it to still be sitting in the dealership’s lot three weeks later. You haven’t received any phone calls or updates, and when you try to call? Crickets.
That’s the frustrating situation one Georgia consumer faced with his Ford Escape Hybrid, and unfortunately, it’s not an isolated incident. As cars become more technologically advanced and dealerships more stretched, consumers across the country are finding themselves in similar limbo. So, what can you do when your vehicle seems to vanish into a black hole of service delays?
We’ll tell you what your options are, and explain what you need to know about your rights.
First Step: Show Up and Speak Up
When calls and voicemails don’t do the trick, it’s time to escalate the situation in person. It may be old school these days, but walking into the service department and asking to speak with a manager directly can prompt quicker action. It’s harder for a dealership to brush off a customer who’s literally standing in front of them, than one they can screen on the phone.
Before going in, bring a notepad or your phone to jot down names, dates, and what you’re told. Having a paper trail, even one that’s digital, can be incredibly useful if the issue escalates.
Ask these key questions:
- Has any work been started on the vehicle?
- What’s the specific holdup?
- Can I see an estimated timeline in writing?
No Work Yet? You May Be Free to Go
Here’s where it gets technical. If your vehicle hasn’t been touched yet (as in, no parts have been ordered and no labor has been done) you’re well within your rights to take your keys and bring your car somewhere else. Independent repair shops or specialty mechanics might offer faster service or better communication.
But – and it’s a big but – if any work has already begun, the dealership is legally entitled to hold your vehicle until you pay for the services performed. The good news though, is that it doesn’t necessarily mean you’re powerless.
Always Get It In Writing
Whether you’re staying with the dealer or taking your car elsewhere, insist on clear, written documentation. This protects you and helps avoid any "he said, she said" miscommunication.
You’ll want to first request an itemized invoice detailing all parts and labor costs. Then make sure to get a written explanation of what the problem was and what was done to fix it. It doesn’t need to be a novel, just enough so anyone reviewing it can understand the justification of the work. Finally, and only if applicable, ask about a repair warranty. Many reputable dealerships and local auto shops provide these warranties on parts and labor.
Verbal explanations from a friendly mechanic might seem sufficient in that moment, but you’ll need something more official if anything goes wrong down the road.
Why Are Repair Delays Increasing?
A nationwide shortage of auto technicians and backordered parts—especially for hybrid and electric vehicles—has pushed repair timelines longer than usual. According to the TechForce Foundation, the U.S. has been dealing with an auto tech shortage. This is due to a number of factors, including the fact that not enough new auto techs are entering the workforce to adequately replace the large number of techs who are retiring. That strain shows up at the dealership level in the form of missed calls, poor communication, and frustrated customers.
In Georgia and beyond, many consumers report similar problems with dealerships falling behind on both service delivery and basic updates. It’s not just inconvenient though, frankly it’s unacceptable.
What Else Can You Do?
If your in-person visit doesn’t get results, here are a few more options:
- Contact the manufacturer’s customer service. Most automakers have consumer support departments that can intervene with local dealers.
- File a complaint with the Georgia Attorney General's Consumer Protection Division. This is especially important if you believe you’re being unfairly treated or misled.
- Consider a third-party inspection if you're unsure whether the repair work you’ve been quoted is legitimate or necessary. For those of us with anxiety, try to remember that it’s not rude (and no one will judge you) if you decide to get a second opinion.
Final Thoughts: Stay Proactive
Your car is likely one of your most important and expensive possessions. If something feels off about the service experience, it very well might be. Being a passive customer in these situations doesn’t usually pay off. Being polite but persistent, and asking the right questions, can make all the difference.
The next time your dealership doesn’t return your calls, don’t just sit and wait. Take action, stay informed, and advocate for yourself. Listen, you know as well as we do that in the world of auto repair, silence is never golden.