Because collision repair and mechanical repair are two different categories on Google, and most shops that do both are listed as only one. A shop sitting in a general auto repair category is effectively invisible for auto body and collision searches, which is usually the higher-ticket half of its work. It is one setting, it was almost certainly chosen when the listing was first claimed, and nothing about it ever announces itself - the work simply goes to whoever is listed correctly. Open your profile, look at the primary category, then look at what the three shops ranking above you for collision are listed as.
Drivers search for the two jobs as different things
Nobody with a dented quarter panel searches for auto repair, and nobody with a failing transmission searches for auto body. Google mirrors that split, so the categories are separate and a profile can only be primary in one of them. The fix is to set the primary category to whichever work you actually want more of, and to carry the other as a secondary category rather than leaving it off entirely.
Secondary categories open doors, and wrong ones dilute
A secondary category makes a profile eligible for another set of searches, which is why a shop doing both should carry both. It is not free, though: every category that does not describe real work weakens the signal about what the business mainly is. Two accurate categories beat five aspirational ones, and a shop that lists tyre fitting because it sometimes fits tyres is spending relevance it needs elsewhere.
The services list is the inventory, and most are empty
Underneath the category sits a services list, and on most shop profiles it is blank or carries three generic entries. That list is read as an inventory: brake repair, transmission repair, collision repair, auto body, paintless dent repair, frame straightening, insurance estimates. Each entry named the way a driver would type it is another surface the profile can be matched on, and it costs nothing but the time to write it.
Then check whether the phone is answered
Being found is half of it. A driver whose car is undrivable rings three shops and takes whoever answers, and a shop counter is one person who is also writing estimates in a building with air tools running. Fixing the category and leaving the phone as it is produces more missed calls rather than more work, which is why the honest order is usually intake first on a busy shop and visibility alongside it.
The follow-ups.
Should the primary category be collision or mechanical? +
Does this matter if most of my collision work comes from insurers? +
I am booked three weeks out. Should I still fix this? +
Want me to check your own listing?
Nine minutes. I will run the search your customer runs, read you what I find, and tell you which setting is costing you the most. If it is already right, I will say so and we are done.