Car owners still believe dealerships provide the highest-quality service, but many are increasingly taking their vehicles elsewhere when it’s time for maintenance. According to the 2026 J.D. Power U.S. Aftermarket Service Index Study, affordability and convenience are now driving more customers toward aftermarket repair shops and quick-lube chains.
That highlights a growing challenge for dealerships. Even though customers trust dealers more for complicated repairs and maintaining long-term vehicle performance, many simply do not want to pay dealership prices for routine maintenance.
The study arrives at a time when vehicle ownership costs continue climbing across the industry. With new vehicle prices hovering near $50,000 and fuel prices going ballistic, car owners are searching for savings anywhere they can find them.
Dealership service departments are feeling the pressure as aftermarket chains improve speed, convenience, and customer experience while keeping prices lower.
Owners Still Trust Dealers For Major Repairs
One of the biggest findings from the J.D. Power study is that dealerships still hold a strong trust advantage when it comes to expertise. Customers continue to believe dealer technicians are better equipped to handle complex repairs and maintain peak vehicle performance.
That perception remains strong even though aftermarket shops consistently score well for fixing vehicles correctly the first time. According to J.D. Power, aftermarket providers have maintained first-time repair success rates above 95% for several years.
Still, many customers remain hesitant to fully trust independent shops with larger mechanical issues. Dealerships continue to benefit from factory-trained technicians, brand familiarity, and direct manufacturer support.
Money Is Pulling Customers Away
While trust is important, affordability is becoming a bigger factor for vehicle owners. Many motorists are increasingly choosing aftermarket shops for routine services like oil changes, tire replacements, and standard maintenance because the prices are lower and the visits are often quicker.
That trend was also reflected in recent Ducker Carlisle data, which showed quick-lube shops outperforming dealerships between 2024 and 2025. Dealers reportedly lost ground in both service transactions and revenue during that period.
Customers also frequently associate dealership service departments with upselling. Some owners remain wary of service advisors recommending additional repairs or maintenance items they may not feel are necessary.
Quick-lube centers and independent service chains generally avoid that reputation because their services are usually simpler and more focused. For many owners, a fast oil change with fewer sales pitches feels like the easier and cheaper option.
Convenience Is Winning The Battle
Speed is another major advantage for aftermarket service providers. J.D. Power found that fewer than one in five dealership customers had same-day service completed within an hour.
By comparison, roughly half of customers at aftermarket tire shops and full-service repair centers received service in under an hour. That time advantage continues to push busy owners away from dealerships.
Convenience now matters almost as much as price. Many customers prioritize getting in and out quickly, especially for routine maintenance that does not require specialized dealership expertise.
Communication also plays a growing role in customer satisfaction. Text messaging has now become more popular than phone calls in several service categories, with many customers preferring updates, approvals, and inspection reports sent directly to their phones.
Complimentary Maintenance Only Goes So Far
Many owners still visit dealerships during the early years of ownership because of complimentary maintenance programs. Brands like Toyota, for example, offer free maintenance coverage for limited periods, which keeps customers tied to dealership service lanes initially.
Once those programs expire, however, many customers move elsewhere. Independent shops and quick-lube centers often become the preferred option because they can perform basic services for significantly less money.
That creates a difficult challenge for dealerships. Customers clearly recognize the quality advantage dealers believe they provide, but recognition alone is no longer enough to keep service bays full.
The Highest-Rated Service Chains
The study also ranked the top-performing aftermarket service providers across several categories. Goodyear Auto Service ranked highest in the full-service maintenance and repair segment.
Express Oil Change & Tire Engineers earned the top spot in the quick oil change category for the fourth consecutive year. Meineke Car Care Centers ranked highest in tire replacement satisfaction.
Those rankings suggest aftermarket providers are continuing to improve customer experience while maintaining their traditional advantages in speed and affordability. For dealerships, that means competing on reputation alone may no longer be enough.