Understanding NHTSA Complaints

When something goes wrong with a vehicle, owners have two options: take it to a dealer, or file a complaint with NHTSA. Millions choose the latter. These complaints form a massive, searchable database that reveals patterns manufacturers sometimes prefer to ignore. For used car buyers, this data is gold.

Who Files NHTSA Complaints?

Anyone can file a complaint with NHTSA — vehicle owners, passengers, mechanics, even bystanders who witness a vehicle malfunction. The process is free and takes about 10 minutes on NHTSA's website. Each complaint includes the vehicle details, a description of the problem, when it occurred, and whether it caused a crash or injury.

Most complaints come from everyday owners frustrated by a recurring problem. They are not professional reviewers or industry insiders. This makes the data raw and sometimes inconsistent, but also genuinely representative of real-world ownership experiences.

How Complaints Differ from Recalls

Recalls and complaints are related but fundamentally different:

Recalls

  • Issued by manufacturers or ordered by NHTSA
  • Acknowledge a confirmed safety defect
  • Come with a free repair remedy
  • Apply to all affected vehicles of that configuration

Complaints

  • Filed by individual vehicle owners
  • Describe a problem — not necessarily confirmed
  • No guarantee of a repair or response
  • Reflect one owner's specific experience

A car with zero recalls but hundreds of complaints is not necessarily safe. It might mean the manufacturer has not acknowledged a widespread problem yet. Conversely, a car with several recalls but few complaints might simply have a proactive manufacturer that catches and fixes issues early.

Severity Levels and Categories

NHTSA categorises complaints by vehicle component. The most common categories include:

  • Electrical System — the most-complained category across all vehicles. Covers everything from dead batteries to complete electrical failure
  • Power Train — transmission failures, drivetrain vibrations, and CVT issues dominate this category
  • Engine — stalling, oil consumption, and loss of power while driving
  • Brakes — soft pedals, ABS malfunctions, and premature wear
  • Air Bags — warning lights, non-deployment, and the massive Takata recall saga
  • Steering — loss of power steering assist, loose steering feel, and electronic steering failures

Not all complaints are created equal. A complaint about a squeaky door panel is fundamentally different from one describing sudden loss of steering at highway speed. When evaluating a vehicle, pay close attention to the category and whether complaints describe safety-threatening scenarios.

How AutoTruth Uses Complaint Data

Every vehicle on AutoTruth receives a trust score from 0 to 100. Complaints reduce this score by 2 points each, up to a maximum deduction of 40 points. This means a car with 20 or more complaints loses the full 40-point penalty from complaints alone.

The trust score also factors in recalls — safety-critical recalls (brakes, airbags, fuel systems) carry heavier penalties than non-critical ones. The result is a single number that balances both official recall actions and grassroots owner reports.

Browse the full vehicle database to see trust scores across every make and model in our system. Each vehicle page breaks down complaints by category so you can see exactly what owners have reported.

Frequently Asked Questions

Do complaints lead to recalls?

Sometimes. When NHTSA receives a cluster of complaints about the same issue on the same vehicle, they may open an investigation. If the investigation confirms a safety defect, NHTSA can compel the manufacturer to issue a recall. Many of the largest recalls in history started with owner complaints.

Can I file a complaint about a used car I just bought?

Yes. Anyone who owns or leases a vehicle can file a complaint with NHTSA, regardless of whether the car is new or used. Filing is free and can be done online at nhtsa.gov. Your complaint becomes part of the public record and may contribute to future investigations.

Are more complaints always worse?

Not necessarily. A vehicle with 100 complaints about a squeaky dashboard is different from one with 10 complaints about sudden brake failure. The category and severity matter more than the raw count. AutoTruth weighs this in its trust score — complaints about safety-critical systems impact the score more heavily.

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