Bad dealership services ruined the all reputation.
A good brand name are about the good design, manufacturing, marketing, and service too. The whole brand gets damaged by even just few ugly services.
To the customers, there are no 99% satisfaction such thing. Just good or bad.
How many people spread their satisfaction with the car and services all around? A few.
How many people spread their complaints with the car and services when they screwed? Most.
Am I right?