Burlington-based consumer products analysts say one-star reviews way up for electric vehicles
By Michael Bielawski
Customer reviews for EVs are not going well according to a report by Widewail, a Burlington-based company that analyzes reviews for consumer products.
“An analysis of 800,000 Google reviews from more than 16,000 new car dealerships found that 25% of customers who left a review after purchasing a car from a direct-to-consumer electric vehicle (EV) company, such as Tesla or Rivian, left a one-star review,” the report on VermontBiz.com states.
That’s in contrast with only 14% of customers who bought an EV from a traditional car dealership gave a one-star review. In both cases, it’s substantially higher than the auto industry average benchmark for dealerships which is about 7% of their reviews typically may get one star.
“So the high volume of negative reviews raises concern about the experience of buying and owning an EV,” the report states.
High costs
The report states, “Sticker shock is a top factor in a negative experience.”
The high cost of EVs continues to be a leading concern among consumers. The Widewail report notes that the average EV battery replacement is upwards of $5,000.
The cost could be much higher still were it not for contributing taxpayers. A study by the Texas Public Policy Foundation (TPPF) in October noted that when all state and federal subsidies are factored in, the true average cost of an EV comes to more than $48,000.
The TPPF report states that governments must “stop driving the American auto industry off an economic cliff and allow markets to drive further improvements in cost and efficiency.”
Customer service
According to the Widewail report, communication is key to a positive experience when getting cars maintenance. It states, “Communication is a leading subcategory, mentioned in 37% of negative reviews. Negative reviews also name wait time as an issue, mentioning it 3.1x more often in negatives than in positive reviews.”
The report includes samples from real reviews by disgruntled customers. A review by ‘Andy in Houston’ gives an example.
It states, “My truck was there for about 27 days, and not once did I get an update besides the one I got when I was provided with a loaner car. I was told that I needed one thing that would take 2-3 days.”
‘Matt in New York’ gave another negative review.
“Coil & engine light came on. Went to dealership. Held my car for 6 days. All They did was reset my car and charged $150 for diagnosing fee. One hour down the road car breaks down. Loose time, loose money, no accountability. Useless management didn’t return my call.”
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Sales are down
Pat Ryan, the CEO of the car shopping app CoPilot, recently told Forbes.com that while sales of EVs are generally up, they are also falling short of expectations.
“We’re seeing record sales, they’re less than expected,” he said. “And that’s simply because the auto manufacturers ignored the typical technology adoption cycle and assumed that EVs adoption would somehow be different than the way people generally adopt technology, and of course, they’re not.”
Consumer Reports highlights concerns
Consumer Reports put out a review of how EVs are working out for drivers earlier this year, the report was concerning.
TheWesternJournal.com reported, “The magazine and website noted that EV manufacturers are still learning to construct completely new power systems, and it suggested that as they do, the overall reliability of electric vehicles should improve.”
It also states, “EV owners most frequently reported troubles with battery and charging systems, as well as flaws in how the vehicles’ body panels and interior parts fit together.”
The author is a reporter for the Vermont Daily Chronicle