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Brake Noise #1 Consumer Complaint in J.D. Power Study

Lexus tops the field in dependability

By Joe Benton
ConsumerAffairs.Com

August 7, 2008

"Deterioration in vehicle quality during the first three years of ownership, determined by comparing long-term dependability rates to initial quality problem rates, strongly affects overall customer satisfaction as well as customer willingness to recommend their vehicle model, according to the the study.

The J.D. Power study measured problems experienced by original owners of 3-year-old found that customers reported experiencing 75 percent more problems in the third year of ownership than during the first 90 days.

No model had fewer reported problems in the third year of ownership compared with the first three months.

"Understanding and minimizing quality deterioration is critical for manufacturers, as it is a key driver of owner satisfaction and word of mouth recommendations," said David Sargent, vice president of automotive research at J.D. Power.

Along with brake and wind noise, consumers complained of a vehicle pulling to the left or right, instrument panel problems and excessive window fogging. "Although automakers have achieved tremendous gains in initial quality and dependability in recent years by specifically addressing customer concerns, these particular problems still prove challenging for manufacturers," said Sargent."

For a 14th consecutive year, Lexus ranked highest in vehicle dependability, according to J.D. Power. Following in the top five rankings were Mercury, Cadillac, Toyota and Acura.

Lexus also won six segment awards, the most of any brand in 2008. The winners were the ES 330, GX 470, IS 300, LS 430, LX 470 and SC 430.

Toyota followed with five segment awards for the Highlander, Prius, RAV4, Sequoia, and Tundra. Ford and Honda each won two awards. Ford models receiving awards are the Crown Victoria and Ranger, while Honda earned awards for the Element and S2000.

Models by Buick, Chevrolet, Hyundai, Mazda and Mercury each ranked highest in one segment. SAAB was the most improved brand in the study, although it continued to rank below the industry average.

The study found that long-term vehicle quality improved by 5 percent industry-wide in 2008. More than 60 percent of the 38 nameplates included in the study improved in 2008.

The best and worst according to J.D. Power:

1. Lexus

2. Mercury

3. Cadillac

4. Toyota

5. Acura

And the worst:

1. SAAB

2. Isuzu

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