bmurphy

My E-500 has developed an oil leak (8900 miles) and when I called my local dealer (Penske Motors) I was told I do not get a free loaner with warranty repairs since I did not buy my car from them. When I contacted MBUSA I was told they encourage dealers to provide free loaners, but many dealers do not provide them. I ended up buying the car from South Bay MB because it was a special order color combination and they had one in stock and with Penske I would have waited at least two months for delivery. I know if I had the same issue with BMW or Lexus I would have a free loaner without the hassle. Now I see why MB is slipping with customer satisfaction.

2003 E500 Platinum Blue/Charcoal, E-2, E-3,
Wood Steering Wheel, CD changer, Chrome Rims

rickyfanmdr

I think they need to be consistent. I got a free loaner when I took my car in.

Dema

They should send you survey about quality of service, so just mark that you didn't satisfied and didn't get loaner. My dealer Oakland MB always gives me a loaner. It isn't MB though, however it's sufficient for my needs.

Gunther

Sad but true...MB does strongly encourage all of it's dealers to offer loaners..but they are not required to do so.

Here in Atlanta, all of the dealers not only give loaners, they give out MB loaners. In addition, it's not just for warranty work but the policy is that any car coming in, regardless of age or warranty, merits a loaner.

I'd go back to the Penske dealer, speak with the service manager and explain that you can bring the car there and they can profit from the relationship (and provide you a loaner) or you can tell everyone how sh*tty and biased they are and take your business to someone who does appreciate you. But just say it in a nicer manner....

Serivice work is the bread and butter of a dealership, not sales.

moa4r

most dealers do give loaners, but i have also experienced some that will only give you a loaner if you bought your car from them,,, their rationale is that non-mb used car dealers are telling people that the cars they sell are under warranty and that they can go to any mb dealer and get a loaner free of charge, so the MB dealers feel that these guys are taking away their business. :p


If I were you, I would just keep getting service and warranty work done at the dealer you bought the car from...good luck

JimPurdy

It is interesting that some of the dealers aren't that interested in satisfying the customer. The warranty work pays the dealer enough that they should be able to provide a loaner. They should be creating a good relationship with the customer so that they will be able to sell the next car to them. Word-of-mouth is also important. If you aren't satisfied with the service, you certainly wouldn't recommend that dealer to some one. The dealer that we use for service doesn't always have enough loaner cars so if we want one, we may have to schedule the visit several days in advance. This can be a pain but I understand that it could be difficult to have an infinite stock of loaners.

redcoupe

Try talking to the service manager and tell him/her that you'll give a realy good survey if they work with you. Like 100%.

Brian

RJC

The dealers here in S FL started the no loaner if you don't buy it from us BS late last year. I've heard two reasons from them, 1 that MB cut their support for the loaners and 2 that the dealer is trying to disuade you from buying from other dealers out of the area for less $$. Either way MBUSA should insist their dealer's support MB customers. I'm getting tired of this stuff especially with MB's JD Power #'s getting worse each year.

indus

I had the same issue in NJ. Out of 5 dealerships I had called in the area, only one agreed to provide the loaner car. The others would not, not even a rental! One of the dealerships told me they could arrange for a rental, but I'd have to pay for it! You would think with the amount of competition in this area, they would be willing to go an extra mile to win business...

e500

indus,

Who's the dealer that agreed to provide a loaner?

Nanky

I bought from Penske but take it to Walters in Riverside for servcie. I decided to go with Walters because my cool service advisor left Penske for Walters. On all but one occasion, I was given a MB loaner. With the one exception, I got a '04 Maxima. I am not sure where in S. Cal you reside but if Riverside is not too far, you may want to give them a try if you don't mind driving that horrible 91 fwy. PM me if you decide to check them out and I will give you my advisor's contact info.

indus

David Michael in Freehold