Studies, reports reveal persistent dealer pain points

J.D. Power finds wait times, as well as poor EV service, drag down scores. Regulators cite billions lost to hidden fees, while regional enforcement highlights problems from Florida to Ohio. Yes, dealers have put a lot of time and money into upgrading the car-buying experience. Digital retailing tools are now standard, sales processes are more transparent than they were a decade ago and many dealerships make ongoing staff training a priority.