1、 Overview of Complaint Data for the Third Quarter of 2025

In the third quarter of 2025, Chezhiwang received a total of 55941 valid complaints from consumers about automotive products (including 84 complaints from third-party platforms and aftermarket tires), an increase of 31.4% month on month and 38.3% year-on-year. According to data from Chezhiwang, a total of 226 car brands and 1335 car series received complaints this quarter, an increase of 23 brands and 99 car series compared to the previous quarter.

Overall, the complaints in the third quarter showed the following characteristics:

1. Service issues have resurfaced, with the number of complaints skyrocketing to over 10000, reaching a new high for the year. With the increasing competition in the domestic automobile market, the issue of "system upgrade" has resurfaced, and the number of complaints has increased by 119.5% month on month. Some car companies blindly pursue sales data and neglect continuous service for car owners, leading to a concentrated outbreak of short-term complaints. In addition, complaints related to pre-sales services remain the focus of consumer complaints, such as "unfulfilled sales promises," "concealing relevant information," and "selling problematic cars," with varying degrees of increase in complaint volume this quarter.

2. The number of complaints from German brands has broken records. In people's inherent impression, German cars have always been synonymous with "reliability" and "durability", but in recent years, the number of complaints has shown a trend of increasing. The number of complaints against German brands in the third quarter increased for the second consecutive quarter on month, just one step away from exceeding 10000. From the perspective of complaint types, quality issues are still the core of complaints, but service issues are showing an accelerating trend in growth and steadily increasing in proportion. The focus of car owners' complaints is still on gasoline models. From the complaint points, transmission problems are more common, such as "transmission computer board failure", "transmission fault light on", and "transmission abnormal noise".

2、 Complaint data analysis for the third quarter of 2025

1. Distribution of consumer complaint population attributes

From the perspective of gender ratio, the proportion of male consumers has slightly increased, up 1.1 percentage points from the previous quarter. From the age group of the complainants, there was a slight increase in the proportion of complaints from the 18-25 and 26-30 age groups, which increased by 1 and 1.2 percentage points respectively compared to the second quarter. This indirectly reflects the increased enthusiasm of young consumers for safeguarding their rights this quarter. In addition, the proportion of complaints with problems that have occurred for more than 3 years continues to rise, with a month on month increase of 4.5 percentage points.

2. Comparative analysis of quarterly complaint volume

The number of complaints in the third quarter rebounded significantly compared to the previous quarter, not only reaching the second highest point in quarterly complaints in nearly five years, but also breaking the historical record for the same period.

3. Comparative analysis of monthly complaint volume

In the third quarter, the number of complaints in each month showed a significant year-on-year increase, especially in July, where the increase in complaint volume was ahead of other months, with a year-on-year increase of 40.5%. In addition, the number of complaints in August exceeded 20000, creating a new high in monthly complaints in nearly six months, with a month on month increase of 37.2%.

4. Analysis of the proportion of brand type complaints

In the third quarter, the number of complaints from independent, joint venture, and imported brands all increased. Among them, joint venture brands had the largest increase, up 39.2% from the second quarter, accounting for 2.7 percentage points more. The complaint points were concentrated on "gearbox computer board failure", "steering wheel misalignment", etc. It is worth noting that the number of complaints about imported brands has exceeded 1000 for the first time in nearly a year, with a month on month increase of 32.6%. "Audio and video system failures" and "component cracking" are still the hardest hit areas for complaints.

5. Analysis of the proportion of brand country complaints

This quarter, the number of complaints from various brands in different countries has shown varying degrees of growth compared to the previous quarter, with American brands leading the way with a 66.3% increase compared to the second quarter, and the total number of complaints has approached 10000. The number of complaints against German brands has exceeded 9000, setting a new historical record and increasing by 34.7% month on month. In contrast, the complaint volume of French brands has the smallest month on month increase, and their reputation performance in the third quarter is relatively stable.