Ford, General Motors Customers’ Satisfaction Waning
The results are in and they are not so good if you are Ford or General Motors.
The companies’ customer satisfaction rates have steadily declined over the last five years, according to a new study from the American Customer Satisfaction Index. Customer satisfaction for Ford drivers fell by 5 percent over that time period, while GM’s satisfaction rate dropped by 4 percent.
ACSI scored car brands on a 0 to 100 scale, based on interviews with more than 10,400 randomly selected drivers across the country. Drivers “are asked to evaluate their recent purchase and driving experiences with automobiles manufactured by the largest companies,” according to ACSI.
GM and Fiat-Chrysler scored 77 apiece to top the rankings of the three largest domestic automakers, while Ford (76) trailed by one point.
“A sharp decline for luxury plate Lincoln combined with a smaller drop for the Ford brand pushes the company to a five-year low,” ACSI said in a report detailing the scores. “While GMC trucks hold steady for customer satisfaction, the company’s Buick and Chevrolet nameplates both retreat to record low satisfaction levels.”
Lexus (82) topped all automobile brands surveyed, followed by Audi (80), Cadillac (80), Mercedes-Benz (80), Ram (80) and Toyota (80).
The overall average consumer satisfaction score slipped by more than 1 percent to 78, according to ACSI.
Car Defects, Owner Rights
It is no surprise that many car owners are not exactly over the moon about their vehicles, given the wide variety of defects that often come with a new set of wheels.
Last year, for example, GM announced it was recalling some 370,000 pickup trucks. The company said at the time that an engine block heater cord snafu could cause the vehicles to catch fire.
Fortunately, car owners in California have some significant rights and protections under the state’s lemon law.
The Song-Beverly Consumer Warranty Act forces car manufacturers to make certain repairs on vehicles while they are under warranty. The law also requires the company to buy back covered vehicles that it is unable or unwilling to fix. That includes compensating the owner for the purchase price, as well as related expenses.
A manufacturer can instead offer to replace the vehicle, but it is up to the owner to accept or reject this alternative deal. An experienced California lemon law attorney can help you understand your rights and weigh your options.
Speak with a California Lemon Law Attorney
If you are a car owner or lessor who is grappling with a manufacturer over repairs, an experienced California lemon law attorney can help.
At the Bickel Law Firm, we have represented hundreds of clients in defective vehicle cases in Southern California and across the state. We work aggressively to get the people we represent the compensation they deserve.
Our offices are conveniently located in Los Angeles, San Diego and San Francisco. Call us at (888) 800-1983 or contact us online to speak with a California lemon law attorney today.