Lexus is advertising free "equivalent" loaners when you bring your car in for service.. and no, it's not a dealer option, it's a brand thing.

'nough said.

Here’s the thing. The Alternate Transportation Service Vehicle, commonly known as a service loaner, is sold to the dealer at triple net. That is to say less holdback, advertising, and given a credit by MBUSA then ultimately sold for profit.

I'm shocked that MB condones this practice... it's very.. well, BMW of these dealers.

I used to have a Z3 that I bought at one dealer and serviced at a BMW dealer in Santa Monica, CA. The first time I took it in for service, I received a 3 series loaner. The second time? I was greeted with the message that the "owner" decided that if you didn't by your BMW here, you don't get a loaner. I've since found this to be the practice of almost every BMW dealer in So-Cal...

I then got rid of that car and bought a used Lexus GS400 with 55k miles and a third-party warranty to 100k miles (I am a moron, I know). Took it to Jim Faulk Lexus of Beverly Hills and was treated like I was the 1st owner and bought it new off the showroom floor. I took that car in for service at least 15 times (again, yes, I'm a moron for buying the car in the first place!) and was always provided with an RX or ES loaner.

I now have a 03 E320 Sport that I bought from MB of Long Beach and have serviced at Caliber Motors in Anaheim Hills. I've NEVER had an issue with getting a loaner, and have always been provided with a C class... (and no gas repayment required).

It's sad that some MB dealers chose to devalue the perception of the brand by resorting to such BS tactics.

As others have said, take the car in and ding them on their survey. They'll learn soon enough.

Mercedes once upon a time paid for the loaner car, but when they stopped offering service in 05 they no longer paid for loaners, now it is up to the dealer, they can choose to give you a car or have every right to not give you a car... remember if a dealer wnats to make some extra cash you cut out the luxuries first

I'm still don't understand how not providing a free loaner car to you is somehow devaluing the brand, or how by not giving you something for free is a "BS tactic".

These sound like the same arguments that were made around the dropping of the supposedly free maintenance. In reality, NOTHING is free. When maintenance was included with the vehicle, you paid for it up front. If loaners were provided to ALL customers, then prices would have to be raised to cover this cost.

I view the offer of free loaners as an enticement to get you to do something (in most cases it's buy the car from them). I do not view it as a privilege I should get for just having my oil changed with them. I would also rather not have the company charge more for that oil change in order to provide everyone with a loaner.

You are correct, except I would add that the things that get cut are the things that are not profitable (may or may not be luxuries). A dealership is a business, just like any other. Every expense is an investment which should have a return. At the very least the return needs to cover the expense, otherwise, the money has to come from someplace else.

Okay, but…

our dealers '06 C280's and C230's are owned by Enterprise, so anyone can get one, no matter where they bought the car.

This practice may not devalue the brand, but it certainly devalues the dealer. In my area, BMW gives you cheapo loaners, but at least they give you loaners. But it is kind of cheap since they give you these loaners that have in huge letters on the car that it is a BMW service loaner. I guess they feel since they are giving you cheapo loaners, at least you can tell the world that you own a BMW.

My MB dealer always gives you an MB loaner, but I make it a point to schedule my appointments far enough in advance to get one. I'm not sure how they treat outside customers. My previous car was a Lexus, and I always got a Lexus loaner.

While nothing is free, it is more or less expected practice that you should get more conveniences than your regular run of the mill dealership experience. We pay more for our cars for many reasons, and some of those reasons are to have a nice looking dealership, top notch service, and yes, loaners. I expect it, and since there are many dealers in my area, I will go someplace else if I can't get it.

My dealership in Columbus, OH provides loaner as long as your car is in warranty. This includes if you did not buy from them! I know as I bought mine from Chicago. These guys are really nice and try to excel in customer service. The other dealership also offers loaners (I presume this as the 2 places really try to compete for the same customers) but I drive the extra 10-15 minutes for the frendlier service.
My volvo dealership does not offer any loaners if you do not buy from them but you get a loaner even after the warranty expires.

That's nothing compared to MB of Puerto Rico they call you a taxi and you end up paying for it!

I also go lexus to service my SUV they offer me a loaner or offer to take me anywhere.

This kind of thing makes you think wheather to buy another car or not! When you spned 100k for a car and you only service it once evey two year and they dont offer some kind of benifit.

MB and BMW franchise agreements were developed long before the concept of loaner cars existed. Unlike newer brands, there is no way that MB or BMW can now go back and force their dealers to participate. They are protected by their franchise agreements. Even if such programs are fully funded by the manufacturer, it's still up to each dealer to participate or not.

Typically, dealers of like brands tend to view each other as their main competition, it's only natural. That's why the more densly packed a certain brand's dealers are in a certain area, the more likely that they will offer extra levels of customer service.

Anyway, the best thing to do is ask at each dealer when car shopping. When you find one you like, support them with your business. There are many fantastic MB dealers out there who's service goes way beyond what any other brand has to offer.

My dealership in Columbus, OH provides loaner as long as your car is in warranty. This includes if you did not buy from them! I know as I bought mine from Chicago. These guys are really nice and try to excel in customer service. The other dealership also offers loaners (I presume this as the 2 places really try to compete for the same customers) but I drive the extra 10-15 minutes for the frendlier service.
My volvo dealership does not offer any loaners if you do not buy from them but you get a loaner even after the warranty expires.

Yeah, I loved taking my 2003 IS300 in for service. I would always get a new ES, LS, or RX so it was equivalent or above. When you see this kind of thing it makes the dealership who doesn't do this seem, well, cheap.

It does seem to be an MB practice to discourage price shopping. Just another reason not to get an MB. Limited options, missing options, missing features are other reasons.

Millenium now offers VW loaners to non-purchasers. Have only had a tire change there.

My current dealer always offers me a loaner even though I bought one of my cars from another dealer. I rarely accept the offer. For short service work I usually set up my "office" in a spare sales office in the showroom or just window shop the lot. The reason I don't push for the loaner car is that the SA lets me come in without an appointment with little or no advance notice. That's worth more than a loaner car to me.

Even assuming this is true, I'm sure that the dealer is limited to the amount of vehicles they can get under these terms, and my guess is that the amount is much less than what would be needed to service every customer. Again, this is all about money. If it didn't cost the dealer anything to offer loaner cars to every customer, then I'm sure they all would. But in reality, there is a cost related to offering this program. If the program, offered to everyone, doesn't generate enough money to cover these costs, then it would be a bad business decision to have such a program.

Also a Catena customer. They will provide shuttle service....that's it!. When I had my 3-series, BMW gave me a loaner as nice or better than my car (i.e 5 or 7 series).

For the sake of balance:

I *always* got a loaner from my M-B dealer. My dealer was Phil Smart in Seattle. They took good care of me. Perhaps it is because I did get the car from them. Only once did I get a Mercedes. The rest of the time it was a decent car/SUV from Enterprise (the C Class loaner was also an Enterprise car)

Whenever my Audi requires service I get a brand new A4 to drive - and I didn't buy my car from them either. I get incredible service from Barrier Motors in Bellevue.

Infiniiti must have modeled their service after Lexus because they seem to be trying the hardest to make me happy. Bought the wifey a new FX35 and never experienced so much in the way of follow-up from a dealership. New G35 loaner while having the car serviced as well.

Our Lexus experience has been excellent. Always a loaner - coffee - big screen TV - wifi - pastries (and typically a very hot looking receptionist)

To maintain the warranty on my S2000 I usually buy Mobil 1 and have the dealer change the oil. I asked about a loaner. They almost laughed.

I didn't really expect it but hey... had to ask. (and this is the dealer I bought the car from)

There’s no need to assume, it’s true. Here in AZ two dealers offer MB loaners for all, and the third offers a combination of MB loaners and rentals. Dependant upon the number of MB loaners, customers who purchased there are given priority and the rentals fulfill the rest. I must note that this particular dealership decided to mix the two only because they’re in bed with the local rental franchise. In the overall scheme new sales might present a challenge because of competition however used sales, service, parts, warranty reimbursement, etc. are, without question, cash cows. One might say smarter business sense for these dealers is to provide MB loaners for all because it’s a given that service over shadows sales in profit (always) why short change any of these prospects! Believe me, these AZ dealers would not be offering MB loaners as they do, in the number that they do, if it were not profitable. As franchises they’re all thrown a bone from MBUSA, it’s their choice to take advantage. Think about it, why would MBUSA offer them a loosing proposition?

Don't forget that it is advertising as well. After getting W163 loaners, which I dreaded to death driving, I got a W164 loaner for my most two recent service calls. It totally changed my opinion of the car. I was not going to even consider another MB for my next lease, but now, if you check my sig, you will see that I've settled on the ML500.

This also happened to me. Im thinking about selling my MB.

Can you go a a different dealer? they are snob imo since they know that service made up most of the profit.

even my local jeep dealer gives me a free loaner when i takes my previous wrangler in for service (i didn't even buy it from them). they went further and gives free oil change during the warranty period to people who bought the cars from them. now that customer service.