Reviews for used car dealers

Few purchases come with as much suspicion attached as a used car. Buyers expect a hard sell, worry about hidden problems, and have usually heard a bad story from someone they know. Before they visit, most of them read reviews looking for one thing: can I trust these people.

What buyers look for in reviews

• No pressure on the lot.
• The car was as described.
• Paperwork was clear and quick.
• Problems after the sale were handled fairly.

That last one is the most persuasive thing a dealer can have. A review saying “a fault came up two weeks later and they sorted it without an argument” sells more cars than any number of “great service” reviews.

When to ask

• At handover, when the buyer drives away. They are happy, but they have not lived with the car yet.
• A few weeks later, with a follow up call or message. This is the stronger moment, because the buyer now knows whether the car was as promised.
• After a warranty or after sales fix, handled well. That review is gold.

Where a card fits

Put a card in the folder with the registration papers and service book. It stays in the glovebox and is there when the buyer thinks of it.

Consumer law applies to you, not just your reviews

Used car buyers have rights under Australian Consumer Law, and dealers have state licensing obligations as well. None of that is changed by reviews. What reviews can do is show a buyer that you honour those obligations without a fight. Never reply to a complaint in a way that suggests a customer has fewer rights than they do.

Replying to complaints

A negative review from a buyer is read by every future buyer. Reply calmly, invite them to contact you, and never argue the car’s condition in public. See how to reply to a bad Google review.

What never to do

• No discount, free service or accessories for a review. Google bans incentives.
• No reviews from sales staff, family or other dealers. That is a conflict of interest.
• Do not ask only the buyers who seemed happy. Selective asking is review gating, which Google bans and the ACCC treats as misleading.

General information, not legal advice. Dealer obligations vary by state.