How to respond to an unfair or fake review for auto repair shops
When a review seems inaccurate or isn't from a real customer, a short, polite reply protects your reputation better than an angry one, and you can report it to the platform separately.
Step by step
- 1
Stay polite: other customers are reading, not just the reviewer.
- 2
Say you can't find a record of their visit, without accusing them of lying.
- 3
Invite them to contact you directly so you can look into it.
- 4
Report the review to the platform if it breaks their content rules.
Something specific to auto repair shops
Pricing disputes are about trust. Explain your quoting process in general terms rather than listing the customer's invoice in public.
- Common complaints
- a higher bill than quoted, the problem coming back, delays waiting for parts
- Common praise
- the honest quote, the fast turnaround, explaining the repair clearly
Example reply
Terrible auto repair shop. Worst experience ever, avoid at all costs.
We're sorry to read this. We take every review seriously, but we weren't able to match your description to a visit in our records. Could you contact us at [phone/email] so we can understand what happened and put it right? We'd appreciate the chance to look into it. - The team at [Your auto repair shop name]
What to avoid
- ✕Calling the reviewer a liar or a competitor
- ✕Sharing what your records show about them
- ✕Threatening legal action in the reply