Shoppers trust Edmunds.com more than any other automotive source for customer reviews, according to a study by Maritz Research. In fact, Edmunds.com was named one of the four most trusted review sites overall, along with TripAdvisor, Zagat and OpenTable.
We’ve earned this trust by maintaining rigorous standards for authenticity and objectivity in our content and by evaluating every review against those standards before it is published.
The good news is that the vast majority of all reviews submitted to us meet our standards. However, when a review is rejected, it’s typically for one of the following reasons:
- We know, or have reason to believe, that the review is not a genuine reflection of an actual experience submitted by an actual customer of the business.
- The review does not provide enough specific detail concerning the customer's personal experience to be helpful to other shoppers.
- The customer was offered a payment or other incentive to review the business, or has a personal relationship with its owner or one of its employees.
Please visit the Dealer Reviews & Ratings section of our Membership Agreement for full details about our policies.
Dealerships we believe to be in violation of our policies may incur one or more of the following:
- A notice posted on the dealership's review page informing consumers of the violation.
- Removal of all reviews for the dealership submitted during the determined violation period.
- New review submissions no longer posted.
Only after Edmunds confirms that the dealership's violative practices have been discontinued will we allow new reviews to be published or remove the consumer notice from the dealership's reviews page. In addition, that dealership will enter a probationary period of six months, during which Edmunds reviews team will apply increased scrutiny to each review submitted.
Here are answers to some of the most common questions we get from dealerships about Dealer Ratings and Reviews:
How can our dealership improve its reputation on Edmunds.com?
In our experience, we’ve found three keys to earning a top reputation in online reviews:
- Focus on delivering great customer service at your business.
- Ask your customers to contribute reviews.
- Use negative feedback as an opportunity to show customers how well you respond to any problems they may had.
Check out these resources for additional details and insights:
- What Motivates Car Shoppers to Write 5-Star Reviews?
- How Star Ratings and Review Content Influence Purchase
- You Don't Want a 5-Star Review
- How to Get Your Customers to Write Rave Reviews about You
- Why Negative Reviews Don't Have To Be a Bad Thing
How is our dealership’s overall star rating determined?
Your overall star rating is aggregated from all reviews posted in the last two years -- specifically, beginning from the first day of the current month going backward to the same date two years ago. For example, if today’s date is 10/1/2015, the stars include all reviews from 10/1/2013 to today. Once a review is over two years old, its rating is no longer reflected in the overall star rating.
Why doesn't Edmunds display our reviews from other sites like Yelp or Google?
We only publish reviews that meet our rigorous standards for authenticity. Since we have no control over how other review sites evaluate their content, we cannot verify the authenticity of the reviews they publish.
Why doesn’t Edmunds allow reviews from employees or their relatives?
Friends, relatives and business associates typically have a bias in favor of the establishment being reviewed. Most other top reviews sites (like Yelp, TripAdvisor, etc.) have a similar prohibition.
How do I sign up to respond to reviews?
We invite you to register with Edmunds.com using your email address for this purpose. To get started, go HERE and then click the blue “Register” button.
Tip: when selecting a Screen Name, we suggest choosing something that reflects your business, such as smithchevy; or, if a single account will be used to respond to multiple businesses in your automotive group, use a less brand-specific Screen Name, such as smithmotors or smithauto.
Please note that, if you register using an email address, an account confirmation email will be sent, and you must click the activation link in that email in order to complete your registration.
What if someone not associated with our business posts a comment to a review claiming to be a representative of the dealership?
If you find such a comment, click the “Report it” link beneath the comment, and our Reviews Team will investigate and remove the comment if necessary.
The customer isn’t telling the truth about what happened. Can we have this review removed?
Edmunds.com does not remove reviews in response to allegations that they are inaccurate or misleading. Rather, we advise you to explain your side of the story by adding a comment to any review that you disagree with. Shoppers are more likely to trust businesses with a few well-handled negative reviews than those with no negative reviews at all.
We had a misunderstanding with a customer and they posted a bad review. We reached out and resolved the issue to the customer’s satisfaction. Will you remove the bad review?
No, we do not remove a review for that reason. We prefer that the customer return to Edmunds and update their original review. Although their review cannot be edited, they can provide information concerning their resolution with the dealership. They also have the ability to change the star rating they originally chose. We believe an updated review is beneficial to other consumers researching your business as it is a testament as to how your dealership handles customer disputes. If your customers need assistance with this process, please direct them to the Edmunds Help Center.
A consumer submitted a review for our dealership, but it was intended for a different business. How do we get it removed?
We have the ability to move the review to the correct business. Please contact your assigned Account Executive for assistance, or send an email via Edmunds Help Center with your request. Be sure to include a link to the review(s) and the full name of the dealership you believe it should be assigned to.
We believe a review was submitted by a competitor or ex-employee. Will you remove it as fraudulent?
We have a policy of not posting a review that we know, or have reason to believe, is not a genuine reflection of a consumer's experience at a dealership. We are happy to investigate reviews you believe to be fraudulent. Please alert your Edmunds Account Executive if this should happen, and, to assist in our investigation, provide as many specific details as you can.
Why can't we offer minor compensation (discount coupons or a free oil change) as an inducement for someone to write a review?
We do not accept compensated reviews, since the offer of compensation may affect what the reviewer would have otherwise written. Most other top reviews sites (like Yelp, TripAdvisor, etc.) have a similar prohibition.
Our dealership is under new management. Will you remove all of the old reviews from the previous management?
Under some circumstances we will create a new page for your dealership, in which case no previous reviews will display. Please contact your Edmunds Account Executive for assistance with this process.
Our customers' reviews are not being published or have been removed. Why?
There are many possible reasons why your customers' reviews are not being published or have been removed. The most efficient way to inquire is to contact your assigned Edmunds Account Executive and ask that they request an investigation. You may also request assistance by sending an email via Edmunds Help Center.
If you have any other questions or concerns, please contact your assigned Edmunds Account Executive or email Edmunds Help Center.