Loaners
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2023 S Class 2013 SL
Loaners
My dealer does not offer loaners. Seems that I read here in the forum that MBUSA requires dealers to have loaners. Anyone know about regulations concerning this topic?
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From: Corona Del Mar, CA
2019 SL450, 2019 E450 Luxury Trim Wagon, 2024 BMW I7 xDrive60
Not only should they have loaners, but they should be appropriate for the car being taken in for service. I once sent an email to the GM at a dealer I was working with. It went something like this:
”Bring in a $29K CLA250 for service and drive off in a $29K CLA250 loaner. Bring in a $150K S560 for service and drive off in a $29K CLA250 loaner. Does this make sense to ANYONE?” He phoned me, thanked me for my many purchases from his dealership and promised me an “E Class or larger” whenever I bring my car in for service.
Of course, living in the greater L.A./Orange County area, where there are numerous MB dealers to choose from, I’m sure had a lot to do with it as well.
”Bring in a $29K CLA250 for service and drive off in a $29K CLA250 loaner. Bring in a $150K S560 for service and drive off in a $29K CLA250 loaner. Does this make sense to ANYONE?” He phoned me, thanked me for my many purchases from his dealership and promised me an “E Class or larger” whenever I bring my car in for service.
Of course, living in the greater L.A./Orange County area, where there are numerous MB dealers to choose from, I’m sure had a lot to do with it as well.
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From: Maryland
2024 S580
Unfortunately, they are only required to offer loaners for warranty work exceeding a certain amount of hours. It may be "common" for luxury dealers to offer loaners for ANY service, but thats not required. There is one dealer here that offers no loaners, and will rent a car from Enteprise if its required. Suffice it to say, I dont use them for service lol
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From: Charlotte, NC
2024 E450 AT Wagon, 2024 EQS450+ / Had: 2021 E350, 2019 E300, 2021 + 20 GLE350, 2019 E450 Wagon(s)
My current dealer claims to offer loaners - but it requires weeks and weeks of lead time. And on the last service, they called and asked me to delay my service even longer because there was no loaner for the day I scheduled (two months in advance.) If the service wasn't so good otherwise, I would blow them up on the survey and go somewhere else. But a good service advisor is worth more to me than a loaner... I wish I could have both, but alas, I think the days of huge loaner fleets are over.
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From: BC
G11 750i Individual, X166 GL550 Designo, W222 S550e, W221 S63
Our service advisor treats us extremely well having known him since I was a toddler when he first started out at MB to now being the department head.
With that said, loaners have been a hit or miss especially after all the Greater Vancouver dealerships were sold by corporate to a dealership group.
On a good day scheduled well in advance, we'll get a GLE400 but normally, it's a B250 or CLA250 through Enterprise; probably costs them less to have a contract with a rental company instead of keeping a fleet on hand. When there are no cars, they'll have a courtesy shuttle in a Sprinter back home and deliver vehicle back home but during Covid, they would just order an Uber instead (X, not black/lux). Given that Uber/Lyft was finally introduced in 2020, availability is still poor with pretty bad vehicles. My mom would usually just call me to pick her up at that point.
In the past when the locations were still corporate owned, both of us would consistently receive a GLE/ML, E, or C coupe or our service advisor or dealer would just loan us their personal vehicle if it's a quick service for a few hours.
However, sometimes they're willing to pick up and deliver the vehicle back home which is super convenient, even for the super old ML I was talking about in the other forum which they offered 1600 for a trade in. I guess they do value relationship building given we've known them for over 20 years and probably have purchased/leased over a dozen vehicles throughout this time
With that said, loaners have been a hit or miss especially after all the Greater Vancouver dealerships were sold by corporate to a dealership group.
On a good day scheduled well in advance, we'll get a GLE400 but normally, it's a B250 or CLA250 through Enterprise; probably costs them less to have a contract with a rental company instead of keeping a fleet on hand. When there are no cars, they'll have a courtesy shuttle in a Sprinter back home and deliver vehicle back home but during Covid, they would just order an Uber instead (X, not black/lux). Given that Uber/Lyft was finally introduced in 2020, availability is still poor with pretty bad vehicles. My mom would usually just call me to pick her up at that point.
In the past when the locations were still corporate owned, both of us would consistently receive a GLE/ML, E, or C coupe or our service advisor or dealer would just loan us their personal vehicle if it's a quick service for a few hours.
However, sometimes they're willing to pick up and deliver the vehicle back home which is super convenient, even for the super old ML I was talking about in the other forum which they offered 1600 for a trade in. I guess they do value relationship building given we've known them for over 20 years and probably have purchased/leased over a dozen vehicles throughout this time
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2023 S Class 2013 SL
Gents, thanks to everyone who responded. As I stated originally, my dealer offers NO loaners. Nada, zip, minus, none. I was asking if this is consistent with MBUSA dealership policy? Or, is it like every dealership can do whatever they want with no parameters from the brand? How'd you like to be someone with a $150K dressed S Class, come in for service and have no loaner? Hell, I get better service with loaners at my Lincoln dealership for my Navigator..
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From: Land of 10,000 lakes
AMG GTC Roadster, E63s Ed.1, M8 Comp. Coupe
Service levels do vary by location.
Every MB dealer here has Mercedes loaners in town. There was a time last year where small services (Service A) where one could wait for would not be applicable for a loaner but that is gone now. It may delay the appointment by a day or two.
If no loaner is available, the 2 dealerships we use have shuttle services and they will drop you off at the office, etc. Mostly C-Class and GLC's for loaners.
One dealer has airport shuttle services. Whenever we travel, we park our car at the dealership instead of the Airport parking. Just drop off the cars and they bring you to and pick you up from the airport as well.
The service business is critical to dealer revenues (and used cars these days) so they do whatever they can to keep the service with them, especially if they sold you the car new. I suggest to find the dealer that values your service business. No loaners, find another dealer if you can
Every MB dealer here has Mercedes loaners in town. There was a time last year where small services (Service A) where one could wait for would not be applicable for a loaner but that is gone now. It may delay the appointment by a day or two.
If no loaner is available, the 2 dealerships we use have shuttle services and they will drop you off at the office, etc. Mostly C-Class and GLC's for loaners.
One dealer has airport shuttle services. Whenever we travel, we park our car at the dealership instead of the Airport parking. Just drop off the cars and they bring you to and pick you up from the airport as well.
The service business is critical to dealer revenues (and used cars these days) so they do whatever they can to keep the service with them, especially if they sold you the car new. I suggest to find the dealer that values your service business. No loaners, find another dealer if you can
Last edited by Wolfman; Jul 19, 2022 at 10:30 PM.
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From: Maryland
2024 S580
Gents, thanks to everyone who responded. As I stated originally, my dealer offers NO loaners. Nada, zip, minus, none. I was asking if this is consistent with MBUSA dealership policy? Or, is it like every dealership can do whatever they want with no parameters from the brand? How'd you like to be someone with a $150K dressed S Class, come in for service and have no loaner? Hell, I get better service with loaners at my Lincoln dealership for my Navigator..
There is one dealer here that doesnt have loaners either, and it always amazes me how people will pay luxury car service prices and sit around the dealer for hours...
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From: Hong Kong, China
2021 S450 4Matic
I am retired and so I have much free time to kill. If it is shorter than 2 hours, I would just hang around the dealership and inspect every car they have. Since it is usually once or twice at the most per year, there is always new models on the floor, from an A-class to Maybach. Currently, they are pushing their EVs and so EQS/EQC become my target for ''inspection''...lol
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From: Maryland
2024 S580
I am retired and so I have much free time to kill. If it is shorter than 2 hours, I would just hang around the dealership and inspect every car they have. Since it is usually once or twice at the most per year, there is always new models on the floor, from an A-class to Maybach. Currently, they are pushing their EVs and so EQS/EQC become my target for ''inspection''...lol
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23 S580 Executive
Also depends on distance to dealership: At times I've lived 2 hours one way from the dealership; this is a strong incentive to bring some work with you if it's going to be less time lost than making the trip twice. And yeah; if I elect to stay I'll always scope the hardware if there is any of interest.
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From: Florida (727)
I've had hit or miss experiences with loaners. With the current inventory shortage the dealerships typically would use Enterprise or Hertz for rental cars. But then I found a dealership by me that, when planned correctly, I would get a MB car, usually an E class or a GLC. However, when I brought my GLE in for its first service, the dealership gave me a new S500 as a loner which was unexpected but appreciated.
When the car is under warranty/has a maintenance plan, then they are supposed to provide some kind of loaner vehicle, whether it is a loaner from the dealership or a rental car from Enterprise or Hertz or something like that. OP if they keep telling you no loaner, try to find another dealership. If theres no other dealerships around you, then raise hell. Find your paperwork and if it explicitly says they are to provide a loaner, then make a copy and send it to them. That's what I would do.
When the car is under warranty/has a maintenance plan, then they are supposed to provide some kind of loaner vehicle, whether it is a loaner from the dealership or a rental car from Enterprise or Hertz or something like that. OP if they keep telling you no loaner, try to find another dealership. If theres no other dealerships around you, then raise hell. Find your paperwork and if it explicitly says they are to provide a loaner, then make a copy and send it to them. That's what I would do.
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From: Shenandoah Valley
E400 Wagon; 2010 ML350; 08 CLK350 Cabriolet; 69 SL280
Within the past week I took my wife's ML350 in for B service and my E400 wagon in for A service. For my wife's they did not have a loaner available, they did for mine, but I live 70 miles from the dealership (it is the closest) so really by the time I get home they'd only call me to say my car is ready -& I'd have to drive back - not worth the extra 2 1/2 hours. I waited 2 hours for my wife's car and 3 hours for mine, but I caught them right before they broke for lunch otherwise mine would have been about the same 2 hours. This dealer in the past have driven loaners to us and then delivered our cars back to us, no charge. Dealership service manager started as our service advisor 11 years ago - back then it was the same ML and my CLK350 Cab. Relationships usually help
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From: Scottsdale AZ
2015 CLS 550 2015 ML 400 Previous 2020 GLB 250 2019 A 220 2005 ML 350 1989 300 E 2001 SL 500
Gents, thanks to everyone who responded. As I stated originally, my dealer offers NO loaners. Nada, zip, minus, none. I was asking if this is consistent with MBUSA dealership policy? Or, is it like every dealership can do whatever they want with no parameters from the brand? How'd you like to be someone with a $150K dressed S Class, come in for service and have no loaner? Hell, I get better service with loaners at my Lincoln dealership for my Navigator..
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From: Shenandoah Valley
E400 Wagon; 2010 ML350; 08 CLK350 Cabriolet; 69 SL280
According to my dealership they consider themselves as VERY SMALL. and loaners only recently became scarce because of the difficulties of getting cars.
I wouldn't buy a "Mercedes" level car from a dealer that provided no loaners. If they cheap out on loaners I'm sure that mentality runs through the entire dealership.
I wouldn't buy a "Mercedes" level car from a dealer that provided no loaners. If they cheap out on loaners I'm sure that mentality runs through the entire dealership.
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2023 S Class 2013 SL
As the OP, the original reason they gave for no loaners was because of no cars being shipped to dealership for inventory during Covid/chip shortages. Now that has abated, the policy persist. Sort of like a community tax for “only a few years”, then it becomes permanent.
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23 S580 Executive
The shop that did my ceramic coat had loaners. The Porsche dealers get a daily rate for putting cars on loaner/demo to make up for lost value. I got that from a friend with an interest in a dealership. Not sure how MB works it out but you would think there is a similar scheme in play?
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From: Kenilworth, il usa
GT63S ePerformance 4dr, '25 Bentayga Black Ed.(wife), Wrangler and 250 MLB(kids)
It helps to have an established relationship with a dealer, doing business with a long time and having bought a lot of cars from.
At this point, I don't have to worry about getting a car I want, make service appointments days not weeks in advance and always have a loaner, in most cases a new car pulled from inventory if nothing decent ( S-Class or AMG 53 and up) is available.
At this point, I don't have to worry about getting a car I want, make service appointments days not weeks in advance and always have a loaner, in most cases a new car pulled from inventory if nothing decent ( S-Class or AMG 53 and up) is available.
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23 S580 Executive
Not going to happen for most people and they shouldn't need to have dropped millions to get a loaner. You get a loaner at Chevy. You get a loaner at Hyundai. You get a loaner with almost any newly purchased car you take in for work; it should not be a question mark with a brand flaunting the slogan "The best or nothing!"
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Not going to happen for most people and they shouldn't need to have dropped millions to get a loaner. You get a loaner at Chevy. You get a loaner at Hyundai. You get a loaner with almost any newly purchased car you take in for work; it should not be a question mark with a brand flaunting the slogan "The best or nothing!"
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From: Shenandoah Valley
E400 Wagon; 2010 ML350; 08 CLK350 Cabriolet; 69 SL280
Yes have know the service manager for over 10 years, service advisor for 5 , we were a 2 MB family except for the years I owned the Audi A5.
BUT I have never bought a car from them - been close but they just are competitive on price
when I got my E400 wagon last year they had 1, similar specs and miles but it had accident car fax and was $5000 more than what paid
they would not deal at all
BUT I have never bought a car from them - been close but they just are competitive on price
when I got my E400 wagon last year they had 1, similar specs and miles but it had accident car fax and was $5000 more than what paid
they would not deal at all
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From: Maryland
2024 S580
This is just not true. It depends on the dealer, and no mainstream dealers here in the DC are have loaners for regular service. Luxury car dealers for sure.
