Can You Sue Over a Bad Review? What Auto Repair Shop Owners Need to Know
by Joshua S. Bauchner and Stephanie J. Rodin of Mandelbaum Barrett PC
For many auto repair shops, reputation is everything. Long before a customer calls for an appointment, they are checking Google reviews, browsing social media and comparing ratings with competitors.
While positive reviews can help drive business, negative reviews can have the opposite effect. The question many shop owners ask is: When does a bad review become more than just criticism?
The answer often depends on the difference between opinion and fact.
In many cases, courts distinguish between protected opinions and false statements presented as fact. A customer who says they were unhappy with a repair or felt they paid too much is generally expressing an opinion. Those comments, even when frustrating, are typically protected. However, a review that falsely claims a shop billed for work it never performed, intentionally damaged a vehicle or engaged in fraudulent conduct may raise different concerns.
One challenge is that online review platforms generally do not verify whether every statement posted is accurate. As a result, business owners may find themselves dealing with reviews they believe are misleading, incomplete or simply untrue.
When that happens, many owners feel compelled to respond immediately. That reaction is understandable, but it is not always the best approach.
An angry exchange online rarely helps a business. Before responding, shop owners should review the allegations carefully, determine whether the review violates the platform’s policies and gather any records that may help address the situation. A professional response often does more to build credibility than a public argument.
Most negative reviews do not justify legal action. However, there are circumstances where consulting counsel may be appropriate, particularly when a review contains demonstrably false statements presented as fact or appears intended solely to damage a business’s reputation.
One of the most effective ways to manage reputational risk is through a proactive approach. Shop owners should regularly monitor review platforms, encourage satisfied customers to leave honest feedback, and maintain thorough records of customer communications and repair work.
No business can prevent every negative review. However, by taking reputation management seriously and addressing concerns thoughtfully, repair shop owners can help ensure their online presence accurately reflects the quality of the services they provide.
In today’s marketplace, a customer’s first impression is often formed long before they enter the service bay. Protecting your reputation online can be just as important as the work performed inside the shop.
Joshua S. Bauchner and Stephanie J. Rodin are partners at Mandelbaum Barrett PC
Want more? Check out the September 2026 issue of New Jersey Automotive!