TheDarkSide

So I just called the dealer to bring my car into get serviced. They will not provide me with a loaner for a same-day service. Is this normal?

Its not a big deal, but I work during the week so a loaner would have been nice to get to work. They said they have a shuttle (which is nice) but told me my work is too far for the shuttle to drop me off. Im still thinking no biggy, Ill take it in on Sat, but then they said they will be closed this saturday because of inventory. So i had to schedule my service for the 29th, which is a long time away. I asked nicely for them to make an exception for a loaner and they said no.

I don't absolutely expect a loaner, but I traded in my Lexus for a MB. I know for a fact that Lexus would have given me a loaner vehicle for a same-day service...like aways.

BTW - this is Fletcher Jones Mercedes Benz in Las Vegas (which everyone told be there customer service sucks and thats why Lexus took away there dealerships.). Figures..

So my questions is...is this all of MB dealers or just Fletcher Jones?
Please post your thoughts.

sleewell

there has to be more than one MB dealership in Vegas. the only way to show them you are unhappy is to not give them your business. if you bend over and give them your wallet you are just enabling them to continue to give poor customer service. when you cancel your appt ask to speak with the manager and explain the reason for your cancellation and let them know what they need to do to earn your business.

ChrisBrown

I always get a loaner. I go to Schumacher in Scottsdale. I think it's your dealership. Go to a different one if you can.

Schumacher goes above and beyond. For example: my sister dropped her car off there before going out of town for the week. They were willing to pick her up at the airport when she got back and bring her to the dealership to get her car.

I think Fletcher doesn't really want business from their customers...

AsianML

Loaners are all dealer dependent. My dealer would give out loaners if they were available...which they weren't almost all the time. So they gave us a shuttle in a VW Passat...

TheDarkSide

I would be down for the shuttle...but they said my work is too far.

Fletcher is the only MB dealer in Vegas.

ShoremNJ

I always get a loaner. Contemporary Motors in Little Silver, NJ

DaCeptak0n

From my experience, Ray Catena Edison doesn't give loaners for same-day service or if you bring it in without having called ahead of time to schedule an appointment.

syrAMG

it may just be their policy not to provide you with loners for a same day service

Ron Jr

My AD always gives me loaners. My c has been in three times first time I got a w203 (not sure which one) and I wasn't happy with the car, it was dirty inside and someone had smoked in it. I let my SA know about my displeasure now I don't know for a facty but the next two times I got almost new C300's.

BENZ LIFER

Wife took ours in today for "A" service 12k miles and got identical Blk /Blk C300 Lux for loaner. Mercedes Benz Laguna Niguel, Ca. Have always received a free loaner anytime we take any MBZ in for service there.

delirium

That sucks, I got a loner at MB of Laguna Niguel, CA. Part of buying a luxury car is that you can get a loner...

C300Sport

+1

Savage c-300

I always get a loaner at Fletcher Jones in Newport, CA. I even got one when I had them check my Ipod adaptor which only took them 2 hours.

mac911

I get a loaner too, just with a fuel fee.

I'd look for another dealer in Vegas, if there is one.

aprince2die4

jackie cooper tulsa offers loaners as long as you call ahead of time and and if theres one avaliable...even for same day

Untertürkheim

I always get a loaner, I have heard horrible things about FJLV since they have no competition.

Ph0t0n

Nope they are the only one for 200+ miles. They even purchased another site to lock up the market for the future. They run it like they have a monopoly.

rb23lb

FJ hooked me up with an 09 c300 rental... only had 1500 miles

TheDarkSide

so true...i ended up buying my car in colorado and having it shipped to las vegas because i didnt want to buy from FJ

Will617

MB of Memphis, TN
Brought my 09 C350 to Dealership for the first check-up after 3000 miles. When I got there the service adviser told me it would take about an hour. He asked me if I wanted a car while I was waiting.
Since my appointment was at 1PM they had run out of C300's but they keep Honda Accords as back-up. All I had to pay for was gas. So instead of drinking their house coffee I drove to Starbucks for a nice Vanilla Late and brought the car back.
I thought all Benz Dealers in the US have the same policy with rentals/loaners?
I would call their service Department.

jrct9454

Folks, there is NOTHING mysterious going on here:

-Loaner policy is STRICTLY UP TO THE DEALER. Period. For MB, this has always been the case....nothing new.

-Monopoly markets [like Vegas] are what they are. Telling someone to find another dealer is kind of tough - Phoenix? Reno? LA? Hundreds of miles.

If you want to complain, talk to the GM of the dealership, but don't hold your breath waiting for a change.

TheDarkSide

I think we all get that it is dealer specific and no one said there is anything "Mysterious" going on. I just thought that under the circumstance of them being closed for inventory on sat, not being able to provide a shuttle service, and having to wait almost 2 weeks to get it serviced...that they would be more understanding/considerate.

C300Sport

This is exactly why brands like Acura and Lexus were so readily accepted into the US market. They mandate their dealers to always take care of the customer, not just when the feel like it. Thankfully I have two dealers within 7 miles from me and both always give loaner cars.

jstaneff

This situation may be a harbinger of things to come .... with our down-turned auto market, it may be a place where a dealer can cut costs to stay alive.

My experience at Service A was a similar experience, but I "stood my ground' and managed to get a loaner. But it left a bad taste in my mouth.

I've always had excellent service from Honda dealers, as was stated above. For my Volvos, that's varied depending on the dealer. One gives loaners, one is too small and I shuffle the cars or take a long walk while they do the service. One used to shuttle me to work and back, but the last time I used them they had a loaner.

I'm thinking it might become a past luxury. Local dealers (not lux brands) are withering up and blowing away in the winds of recession. If it means I have to shuffle cars to get the MB serviced, but that there's still a dealer around to do it, I can manage the shuffle.

Timeless

I have a good relationship with my SA and always get loaners. The policy is that you call in advance for service and they will have you a loaner...usually need to call a week in advance.

This is Dick Dyer Mercedes in Columbia,SC.