I spent a decade behind an independent service counter, helping folks decide when it was time to get a new car. While we actually discouraged many folks from tangling themselves in a hefty car loan to avoid a used car repair, tons of customers went to a big-brand dealership anyway. Drivers often complained to me later about the cloudy pricing and eight-hour stretches in the bustling sales department.

A couple of days ago, we asked our Facebook followers what dealerships could do better in 2025. The answers poured in fast and with a lot of heat, and a clear pattern started to emerge. 

Here’s what hundreds of drivers are saying.

Cut bloated prices

This was the most common theme. Customers are tired of inflated sticker prices and surprise add-ons. One response said, “Lower prices by firing sales people. There’s a set price and we can basically buy online without the need for BS.”

Others were even more blunt: “Cut the price by half” or simply, “Lower the prices!” Many framed it in broader terms, calling for cars to “be affordable for the average American” and criticizing dealer markups, hidden fees, and unnecessary add-ons. After all, this year, average new car prices crossed $50,000 for the first time in U.S. history. Ouch.

Some pointed to online alternatives as a benchmark. One driver described a seamless experience buying a used car online (we’re assuming Carvana). They emphasized that it took less than 20 minutes and came without the usual dealership headaches.

Transparency up front

Honesty and clarity are top priorities. Drivers complained about advertised prices that don’t reflect reality: “Stop advertising prices that they can’t actually sell vehicles for” and “What I hate is when they list it for a price online but then you read the fine print and it’s the price plus $2,500 down.”

Financial surprises in the back end were another frequent gripe. Extended warranties, finance rates, and accessory prices, one driver noted, “should be printed and disclosed at the START of the transaction.”

Buyers want to know the full transaction cost before stepping foot in a dealership.

Streamline the dealership sales process

Speed and efficiency matter. Drivers want dealerships to answer questions quickly, both online and in person, and to get them out the door fast.

One commenter summed it up: “Move faster, answer my questions quickly… get me out the door in under 1 hour. No games.” Another added, “Have the buying process take less than 2 hours!”

Compared to online platforms or Tesla’s direct-buy model, traditional dealerships are seen as slow and cumbersome. Ford just started listing its Certified Pre-Owned cars on Amazon, but buyers still have to visit the dealership to sign and pick up.

Rethink the “Dog and Pony Show” section of the sales model

Several drivers criticized commission-based selling and aggressive upsells. Suggestions included putting sales reps on salary, stopping the push for add-ons, and treating customers like valued clients rather than targets.

Comments ranged from “Stop trying to Upsell when you know exactly what you want and can afford” to “Stop overcharging and ripping off buyers.”

Drivers want honesty, lower prices, quicker transactions, and salespeople who respect their time and budget

Dealerships that ignore these trends risk losing customers to private sales and online platforms that already deliver a more modern, hassle-free experience.