This article covers the following:

  • Answers to some of the most common questions we get from dealerships about Dealer Ratings and Reviews

For additional information, see the following resources:

How can our dealership improve its reputation on Edmunds?

In our experience, we’ve found three keys to earning a top reputation in online reviews:

  1. Focus on delivering great customer service at your business.
  2. Ask your customers to contribute reviews.
  3. Use negative feedback as an opportunity to show customers how well you respond to any problems they may have.

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 1/1/2022, the stars include all reviews from 1/1/2020 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?

No registration is required in order to respond to your reviews.  Simply select a display name that represents you or your dealership, enter a valid email address, and the text of your comment.

What if someone not associated with our business posts a comment to a review claiming to be a representative of the dealership?

We review all comments posted to ensure validity. However, if you find a comment in response to a review representing the dealership that you believe was not posted by the dealership, 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 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. However, one update to the published review is allowed in order to provide information concerning their resolution with the dealership, to retract or correct anything in the original review, and select a star rating that reflects their current perspective.  While the original review cannot be edited or deleted, we allow consumers to update their experience by submitting a new review that reflects their current feelings about the dealership experience.  Please note that both the original review and the updated review will remain published.

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 incentive 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?

Please contact your Edmunds Account Executive for assistance with this process, or email Dealer Support.

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. 

If you have any other questions or concerns, please contact your assigned Edmunds Account Executive or email Dealer Support.


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