In September 2015, AutoNation CEO Mike Jackson announced that AutoNation would discontinue selling any vehicles – new or used – with open recalls. This new policy includes not just those vehicles intended for retail, but also vehicles headed to wholesale buyers. The decision, while admittedly costly, is one that Jackson believes is the right decision as consumers buying…

Automotive recalls present an opportunity to maintain and improve dealer and brand integrity while winning back lost customers and attracting new customers that typically do not service at a factory-certified dealer. Historically, however, recalled vehicle owners have been viewed as a nuisance by dealership personnel. They can at times be frustrated and emotionally volatile;…