You Purchased an EV, Now Attempt to Have It Repaired | Carscoops

      A recent study by CDK Global indicates increased satisfaction among electric vehicle (EV) owners, yet it also reveals extended service times and growing frustration among owners.

      In 2024, only 28% of EV owners received same-day service, a decline from 40% in 2023. Almost a third of EV owners feel that their service takes longer than that of gasoline vehicles. Additionally, mobile EV service grew, with 19% of owners having technicians come to their homes.

      As electric vehicles become more prevalent, discussions are shifting from sales figures to the quality of service offered. This new study suggests that dealership service departments may not be adequately meeting the demand.

      The report is based on customer survey data and finds that 82% of EV buyers are willing to buy another electric vehicle. Surprisingly, this high satisfaction rate exists despite 85% requiring some form of dealer service within the first year.

      In the first half of 2025, over 607,000 electric vehicles were sold in the United States, reaching a record high, which may reflect a rush to purchase before federal incentives begin to diminish. However, the increase in adoption numbers makes a concerning statistic more troubling, as the percentage of EV owners receiving same-day service plummeted from 40% in 2023 to just 28% in 2024.

      Increasing Wait Times

      This is just one of many insights from the CDK Global study. It also indicates that the percentage of owners waiting three days or longer for service increased from 9% to 14% over the same period. Nearly a third of EV owners reported that servicing their vehicle took longer than for gas-powered cars, with non-Tesla drivers feeling the impact even more. According to CDK, 34% of non-Tesla owners experienced longer wait times, compared to 23% of Tesla owners. On a positive note, 53% of non-Tesla drivers noted that EV service costs less than maintenance for gas vehicles, while only 41% of Tesla owners felt the same way.

      David Thomas, director of content marketing and automotive industry analyst at CDK, mentioned, "We know dealers are ready for EV service, but our latest findings show that EV owners are waiting longer for their cars to be serviced, and it often requires multiple visits to resolve issues."

      Duration of EV Service from Drop-Off to Completion

      Although many owners had their issues resolved in one visit, the frequency of repeat visits to dealers is on the increase. Only 65% of non-Tesla owners reported having their problems fixed after a single trip, while 21% required four or five visits. This scenario sounds familiar given some of the unusual service issues reported.

      Positive Aspects in the Study

      The study does have its positive elements. Only 13% of EV owners stated they had to pay out of pocket for service. Sixteen percent of service appointments were related to recalls, with this figure evenly divided between Tesla and other brands.

      Mobile service is growing, as 19% of owners reported that technicians came to them for service in 2024, an increase from 14% the previous year. Dealer pickups are also gradually becoming more popular, rising from 6% in 2023 to 9% in 2024.

      Finally, it’s crucial to recognize that this study is based entirely on customer surveys. While these are EV owners with firsthand experience, the data may not be infallible. As with any survey, bias raises concerns and likely influences the results. Nevertheless, some statistics, such as service duration, are probably reliable indicators of the general ownership experience.