You Bought an EV, Now Try Getting It Repaired

Rising Wait Times and Service Challenges for EV Owners

As electric vehicles (EVs) become more common, the conversation around them is shifting from how many are being sold to how well they are supported. A recent study highlights growing concerns about service efficiency for EV owners, particularly when compared to traditional gas-powered vehicles.

One of the most notable findings is that only 28% of EV owners received same-day service in 2024, a significant drop from 40% in 2023. This trend reflects an increasing challenge for dealerships in keeping up with the rising demand for EV maintenance. Additionally, nearly one-third of EV owners reported that their service took longer than it would for a gas-powered vehicle. The disparity was especially pronounced among non-Tesla drivers, with 34% saying their service times were longer, compared to just 23% of Tesla owners.

Service Delays and Repeat Visits

The data also shows that wait times for service have increased over the past year. In 2024, 14% of EV owners had to wait three days or more for their service, up from 9% in 2023. While some issues were resolved in a single visit, others required multiple trips. For non-Tesla owners, 21% needed four or five visits to fix their problems, which is significantly higher than the 15% reported by Tesla owners.

Here’s a breakdown of service times from drop-off to completion:

• Same day: 28% in 2024 vs. 40% in 2023
• Following day: 29% vs. 21%
• 2 days: 21% vs. 22%
• 3 days: 14% vs. 9%
• 4 days: 4% vs. 4%
• 5 days: 2% vs. 2%
• 5+ days: 2% vs. 2%

These numbers indicate that while some EV owners are getting their cars fixed quickly, a growing number are facing extended delays.

Cost and Mobile Service Trends

Despite the wait times, there are some positive trends emerging. For example, 53% of non-Tesla owners said EV service cost less than gas vehicle maintenance, compared to 41% of Tesla owners. This could be due to the differences in technology and repair complexity between brands.

Another notable development is the growth of mobile service. In 2024, 19% of EV owners had a technician come to them, up from 14% in 2023. This convenience option is becoming increasingly popular as more people seek flexible service solutions. Similarly, dealer pickups are gaining traction, with 9% of owners using this service in 2024, up from 6% the previous year.

Out-of-Pocket Costs and Recall Appointments

The study also revealed that only 13% of EV owners had to pay out of pocket for service, suggesting that many repairs are covered under warranty or manufacturer programs. Additionally, 16% of appointments were related to recalls, with the figure evenly split between Tesla and other brands.

While these findings offer a more balanced view of the EV service landscape, it’s important to note that the data comes from customer surveys. As with any survey, there may be biases or limitations in the results. However, certain statistics—such as service duration—are likely reflective of the average experience for EV owners.

Conclusion

As the EV market continues to grow, the need for efficient and reliable service will become even more critical. While some improvements are being made, such as the expansion of mobile service and recall-related appointments, challenges remain. Dealerships must adapt to meet the unique needs of EV owners, ensuring that service times are reasonable and that repairs are completed effectively on the first visit.