BMW loaner car gripe, tarnishing BMW rep? - Page 2

AKX3 · #1 01-22-2012, 04:08 PM

I purchased my X3 from BMW DALLAS, but get service from Classic BMW... I have then purchased 2 other BMW's from Classic... I have gotten BMW loaners from Day one, (I think its the SA and relationship that will get you where you want... but I once did get a Kia Sportage, that smelled like a$$ and had dog hair in it... but they replaced it with in an hour when they got another BMW car in...

Armand · #2 01-22-2012, 07:13 PM

I'm quite satisfied with Stevens creek in the two years I have been visiting their service department. The only issue with their loaners is lack of choice. Only 128's and 328's to my experience. Book ahead on their website.

JCL · #3 01-22-2012, 07:57 PM

There are a number of dealers who rely on volume sales to stay afloat, and care little about service or the customer experience. Call them group A.

There are other dealers who invest in staff, training, facilities, and things like loaner vehicles. Call them group B.

Initial purchase prices tend to be lower at the dealers in the first group listed above. And purchasers tend to keep looking for dealers that will sell at x $ over invoice, group A dealers

It seems illogical to me to purchase from one type of dealer (A) and decry the lack of dealers in group (B)

I chose my dealer based on the total customer experience and am very happy but there will always be some who want a lower initial purchase price and that is OK too. They just shouldn't expert good service along with that lower price, IMO

rcasey · #4 01-23-2012, 05:12 AM

Reminds me of the time I went to a Whole Foods market and bought a banana. The damned clerk did not even offer to carry my purchase to the car. Screw them, next time, Safeway!

Wow, what a bunch of whiners. One guy complains that after buying an accessory rack to carry his exercise equipment (bicycle, snowboard, etc) he is pissed because the parts guy simply helped the car owner get some low grade exercise by carrying his own purchase. And then, " Once upon a time there was this rude girl..... I'm crossing that whole state off my list".

I recently had to get some relatively minor work done on my X5. I brought the car to BMW Northwest in Fife, Washington. An outstanding dealer, whom I have dealt with since 1969. I'd bought the car in New York. The work would take all day, they offered me a loaner. A new 335D. While walking out to get into the car, I asked "How many cars do you have in your loaner fleet?". Thirty five vehicles, was his answer.

As I drove off, pleased to have a loaner, I thought, "No wonder purchase and maintenance costs are high, I am the guy who is paying for this fleet of cars".

Ciao,
Dick

Ghost-Flame · #5 01-23-2012, 06:16 PM

I agrree with JCL. But, I always thought service and parts is the biggest profit center in the building, I may be wrong here.
Wouldn't that alone be an incentive to offer loaners, to attract service business from other dealers who don't offer them?

moshey · #6 01-21-2012, 12:58 PM

Thanks for all the replies, new or used I think we X5 owners are in the same boat on this (BMW NA - dealer discretion policy) I would be so irate if I bought a $60k car and had to move etc., and then I couldn't even get a loaner either, that's terrible!

Like i said I have NEVER been denied a loaner at a (lexus, infiniti, mercedes) dealership but I have when I had a (lincoln mark lt) and yes I plan ahead and make appointments and I MUCH prefer to take it to the dealer for service I am not being cheap on maintenance here I just want it done and done right.

In (my) opinion the local DFW, BMW dealers I have taken forever off my list are:
Moritz BMW - I used to go here when I had a BMW and had great service with this new policy I am not looking to go back.
Autobahn BMW - in the news for bad service and have bad policy...
BMW of Dallas - Good google reviews BUT have this crazy policy...

THANKFULLY Classic BMW - said no problem and scheduled me in for next week. I as a consumer now feel obligated to spend more money, which i wouldn't otherwise have considered because they treat me like they want my business.

BUT overall I feel this policy is eroding BMW's rep as a (luxury) brand. Honestly I will think of classic BMW in the Future but it has me looking at OTHER car brands for future purchases as there should NEVER be a need for a cat fight about this. I understand the desire to have you purchase a vehicle from a local dealer BUT they aren't servicing your car for free are they?

And what better way to get a new model in a customers face than to show them exceptional service and let them "test" drive a car while they are spending money at your dealership? To me its a win win for everyone but its not to BMW NA apparently...

BGM · #7 01-21-2012, 10:51 PM

Quote:

Originally Posted by moshey

THANKFULLY Classic BMW - said no problem and scheduled me in for next week. I as a consumer now feel obligated to spend more money, which i wouldn't otherwise have considered because they treat me like they want my business.

The key is scheduling ahead of time to get a loaner. You mention Classic up in Plano as giving you a BMW loaner next week. A buddy of mine with an '08 550 with only 20K miles on it (who also has an '02 M3 he takes there) that lives in Plano went to Classic this morning with battery problems--he got an Altima as a loaner.

motordavid · #8 01-21-2012, 02:24 PM

I didn't buy our first/only BMW, (our current '01 X5), because it might have 'come' with a loaner...it was/is a non-event and of almost zero consideration for us. But, we are retired bums for the past 11 years and the days aren't packed with logistics concerns.

We moved from NY to NC about 20 mins after picking up that new X5 back in Sept 2001, so the 'local'/only BMW dlr could not have cared less about offering a loaner to us, and that was expected by me. I had a loaner once during 4 + 1 years of warranty/maintenance, and that was pure luck.

The 'luxury' veil is way over done, imo, and getting a leg up, or some phony smiles from the dlr people is not even on my list of needs these days. For all the ego boosting and consideration one might receive or desire, if you fell off the map, few if any would care/notice. Those with the warm, fuzzy relationships: good for you, but don't care, for me.
My Indie(s) for the X5/Vette know me, remember the car, but it is a biz relationship.

Do people really wake up one day and say, "You know Honey, I was really thinking of copping that new 335, but I'm gonna buy a Lexus/MB/Audi instead"..."these other brand dlrs remember my name and all give loaners". "That's it, no more BMWs for us..." ?

If that's what drives one desire for any brand, I must be not paying attention, or am a very different consumer.

GL, mD

nachilus · #9 01-21-2012, 02:36 PM

I think it vary from dealer to dealer, all BMW dealers I took my car, will first try to get me in a comparable BMW and if they are all loaned out they get me a rental of some sort.

I am not too picky or particular about what I get as long as I get a vehicle. Usually they would call to tell me a BMW loaner has come in if I want it, I think this way I can return the rental so they stop paying.

moshey · #10 01-21-2012, 06:15 PM

motordavid,

I know i wouldnt wake up with "your" scenario but the service I have received in other dealerships GREATLY influences my future shopping decisions. Like I said this was my 2nd BMW I couldve just as easily have bought a Kia or whatever if I just wanted a "SUV" but I purchased a BMW for its looks and because its a BMW. To me its about BMW keeping up with the service other "luxury" brands are offering to there clients, I am not asking for something out of the norm here...

Ford, Chevrolet Dodge and KITA etc. are not "luxury" car brands so I would not expect "luxury" service from them...