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Satisfaction with dealer service rises, Lexus and GMC are tops

During the economic downturn, many car dealerships counteracted their slowing income by focusing on things that would set them apart from competition - things like the quality of customer service they provide. When the economy picked up and more sales and service followed, many also first invested those funds back into the business, improving their dealership facilities and service centers.
It looks like those investments are paying off, as J.D. Power and Associates' latest Customer Service Index Study shows that overall consumer satisfaction with dealer service has increased to 797 (on a 1,000-point scale), up from 787 in 2012 and 29 points higher than the score in 2011. The study also finds that people are more satisfied with the service they get at dealerships compared to independent service providers, despite the much higher average out-of-pocket cost per visit ($118 vs. $44).
Note, however, that this study only looks at how people are treated by a dealer's service department during the first three years of ownership (the survey is based on responses from 91,000 owners and lessees of 2008 to 2012 model year vehicles), so we're talking about the experience had when bringing a car in for repair or maintenance work, most likely under warranty. In fact, maintenance work is increasing in share and accounted for 77 percent of service visits (up from 72 percent in 2012 and 63 percent in 2011). This helps explain why customer satisfaction has also risen, since a properly maintained car is one that's less likely to require a dealer visit for an unexpected repair.

NHTSA opens safety investigations into Toyota, GM and Honda crossovers

The National Highway Traffic Safety Administration is evidently keeping itself very busy these days, as the federal agency has just announced it is launching or renewing investigations into Toyota, Honda and General Motors crossovers.
2006-2008 model year Toyota RAV4 crossovers are under review for allegations of rear tie-rod rust which can result in failure. NHTSA also said it is probing some 35 complaints about 2005 Honda Pilot models with inappropriate activation of the vehicles' stability control system. The alleged malfunction can cause the vehicles to slow down or stop in bad unsafe situations. At the moment, NHTSA is reviewing a petition regarding the Pilot issue, a move that will determine whether it needs to open a full-blown investigation.
In addition, Saturn Outlook and GMC Acadia three-row crossovers built in 2007-2009 are getting looked at for "loss of low beam headlamp" function. One complainant said the wiring in his Outlook overheated and melted. NHTSA says it has received 415 complaints about the problem and a GM spokesman confirmed that the automaker already started a "Customer Satisfaction Program" in December to address the issue.

2019 Chicago Auto Show photo gallery: All of the grilles

Do you like trucks? How about grilles? Like really big, shiny, chromey, in-your-face, could-be-made-by-Broil-King grilles? Well, the Chicago Auto Show is the place to be. Traditionally known as the truck show of the annual auto show circuit (at least those covered by national media), Chicago has what seems like a small national park's worth of acreage devoted to both consumer and commercial trucks. From humble extended cab Ford Rangers to a mammoth F-650 with cherry picker sprouting from its aft quarters, there's bound to be a truck for everything. And they all have grilles. So above is our gallery devoted to them, because hell, why not? Should you want to know about the trucks attached to those grilles, check out our coverage below. Heavy Duty Trucks 2020 Chevrolet Silverado HD revealed, tows 35,500 pounds 2020 GMC Sierra HD revealed, has more subtle looks than Chevy sibling 2019 Ram Heavy Duty trucks get new face, 1,000 pound-feet of torque 2020 Ford F-Series Super Duty revealed, adds massive gas engine Full-Size Trucks Read how all of the full-size trucks compare to each other 2019 Chevrolet Silverado First Drive 2019 Chevrolet Silverado 2.7L Turbo First Drive 2019 GMC Sierra First Drive 2019 GMC Sierra AT4 First Drive 2019 Ram 1500 Laramie Quick Spin Review 2019 Ram 1500 eTorque Drivers' Notes Review 2019 Ford F-150 2.7L EcoBoost Quick Spin Review 2018 Ford F-150 King Ranch Power Stroke Diesel Review Related Video: Featured Gallery 2019 Chicago Auto Show: All of the grilles View 40 Photos Chicago Auto Show Chevrolet Ford GMC RAM Truck chevrolet silverado