Why Customers Say “No” to Repairs—Even When They Need Them

Every dealership has seen it happen: A customer brings their car in for service, a thorough inspection reveals necessary repairs, and yet—more than 60% of customers decline.

You might assume it’s about cost. Think the main reason is cost? Think again. According to a J.D. Power study, the number one reasons customers reject repairs is – lack of understanding. Customers don’t know what they’re being sold, and service lanes are losing sales.

That’s where iService’s Video Multi-Point Inspections (Video MPI) come in.

How Video MPI Builds Understanding (and Boosts Repair Approvals)

When customers see what’s wrong with their vehicle—not just hear about it—they’re far more likely to approve necessary repairs.

• Technician-Recorded Videos – Customers listen to technicians more than service advisors. A video directly from the tech showing them exactly what their vehicle’s problem is, and the solution to fix it, eliminates doubt.
• Visual Proof of Issues – Forget confusing jargon. With a high-quality video directly from the technician, customers don’t have to take anyone’s word for it – they see the problem for themselves.
• Transparency = More Approvals – When customers feel informed, they say “yes” with confidence. Understanding builds approvals and approvals build revenue.

Conclusion

More Approvals, More Revenue

With iService Video MPI, dealerships see a 20% increase in repair approvals. But the benefits go beyond revenue. When customers feel informed, they feel empowered – saying ‘yes’ to repairs with certainty.

Video MPI eliminates doubt and replaces confusion with clarity.

Don’t let misunderstandings cost your dealership thousands of dollars. Fill out the form above and see iService’s Video MPI in action.