The Ukrainian automotive market is undergoing a transformation that creates a unique paradox for the industry. The country's vehicle fleet is actively being updated, but this is happening primarily through used foreign cars. These vehicles are more complex and packed with electronics than older models, placing a colossal load on the service infrastructure. While car owners face difficulties, owners of service stations (garages) note a surge in demand, yet the quality of services often fails to meet expectations.

Imbalance of Supply and Demand

Statistics show that annually, between 200,000 and 300,000 used cars are imported into the country, whereas the number of new cars is only 60,000–80,000 units. The older the car, the more frequently it requires specialist attention. This naturally increases the need for quality service. Most car owners prefer to entrust scheduled maintenance and repairs to professionals, yet finding a mechanic who fully satisfies the client is becoming increasingly difficult.

The problem lies not in the absence of workshops, but in their quality and organization. Car owners are complaining en masse about three key aspects:

  • Long waiting times: booking an appointment can take anywhere from a few days to a week.
  • Quality of repairs: work is delayed, and after repairs, new problems often arise requiring a repeat visit.
  • Honesty of services: cases of inflating the scope of work and minor fraud are not uncommon.

This situation arises because many service stations, having a stream of clients, feel privileged and can choose the most lucrative orders, ignoring process organization.

Economic Trap for Car Owners

In Ukraine, there is a disbalance in the automotive system. Many modern high-class cars, bought used, are driven by people with modest incomes. Due to a lack of funds, owners are forced to turn to primitive workshops or "garages" that are physically incapable of servicing complex technology properly. The result is predictable: clients are dissatisfied, and workshops suffer from complaints.

Alexander Cherevko, head of the Service and Technical Support division of Robert Bosch in Ukraine, emphasizes the importance of financial literacy when buying a car:

"When buying a car, the future owner should inquire about the cost of its maintenance, especially when the car has high mileage. For example, it is known that in Europe, maintaining a compact Mercedes model annually requires about 4,000 euros. And which of our compatriots, buying a premium car, takes into account similar current expenses?"

In dealer centers, the price of a labor hour reaches 2,000–4,000 hryvnias. Monthly expenses for fuel, service, and unexpected repairs must be planned in advance. Otherwise, the car becomes a burden for the family and even a source of danger on the road.

Problem of Qualification and Equipment

There is also a reverse problem: owners of budget cars also do not receive quality service. "Cheap" workshops cannot afford to employ qualified mechanics and modern equipment. At the same time, top-tier service stations with trained staff and high rates face queues lasting several days.

Creating a modern-level service station requires investments of hundreds of thousands of euros. Without adequate business preparation and organization of client flow, workshops lose money and reputation. Many services know how to fix cars but do not know how to work with clients, which ultimately leads to a loss of loyalty and growing dissatisfaction in society.