Question 1

Which review platforms do you monitor?

Accepted Answer

Google Business Profile first, because it is where most shoppers read and leave dealership reviews, along with the other platforms that matter for your store, such as DealerRater, Cars.com, Edmunds, Yelp and Facebook. Sales and service reviews are tracked separately where a platform splits them, so each department sees its own feedback.

Question 2

Do you respond to both positive and negative reviews?

Accepted Answer

Yes. A positive review is acknowledged with a specific thank-you rather than a generic reply, because shoppers read those too. A negative review gets a prompt, professional response that acknowledges the concern, avoids arguing in public and moves the conversation to a direct contact at the dealership so it can be resolved.

Question 3

Are responses personalized to each customer?

Accepted Answer

Yes. Each response is written for that review, referencing what the customer described, the department involved and, where it is appropriate, the team member they mention. Templated replies are easy to spot and read as indifference, so we use your dealership’s voice and customer-service standards rather than a stock paragraph.

Question 4

Can our dealership approve responses before they are posted?

Accepted Answer

Yes. Approval is set up the way your store prefers. Some dealerships review every response before it is posted, others approve only responses to negative reviews or to reviews that name a staff member, and some let us post directly within agreed guidelines. The workflow can change at any time.

Question 5

How do you help generate additional customer reviews?

Accepted Answer

Review-request campaigns reach customers after a sale or service visit by text or email with a direct link to leave a review, timed while the experience is fresh. Invitations are sent consistently to every customer, never only to those expected to leave positive feedback, and they never offer an incentive, which keeps your dealership within Google’s and the FTC’s rules.

Question 6

What happens when a review requires management attention?

Accepted Answer

A review that describes a safety issue, a billing dispute, a legal claim or a named employee is escalated to your designated manager before anything is posted. You decide how the dealership handles it, and we respond publicly only after that, so a sensitive situation is never answered by a routine reply.

Question 7

Do you provide reputation reporting?

Accepted Answer

Yes. Reporting covers new reviews by platform and department, average rating and how it is trending, response times, review-request results and the recurring themes customers raise, both positive and negative. It is delivered monthly by default so managers can see where the customer experience is strong and where it needs attention.

Stay on top of what shoppers see about your dealership.

Monitor customer reviews

Respond consistently

Generate more feedback

Turn customer feedback into a stronger dealership presence.

Every review deserves the right response.

Dealership reputation management FAQs

Support your reputation with a stronger online presence.

Let's get started

Let’s talk about your dealership.