BMW loaner car gripe, tarnishing BMW rep?

[moshey]

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...

[motordavid]

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]

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]

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...

[anatolych]

For MotorDavid: I hear your point, however, when you buy a luxury new vehicle, do you expect it to work most of the time? And when it brakes (happens to the most reliable brands, right?) do you expect the dealer to be competent and prompt in fixing your car? I did. Now What do you say if your car is out of commission 4.5 weeks out of the past 8 months? and neither dealer nor the corporate care about it? I say I will not tolerate it. I am still working hard for my money and I don't have time to argue with dealer for hours. Check this forum for a number of complaints about parts being out of stock for weeks and even months...
The other side of the story is that the gap between a luxury car and a good mainstream brand is narrowing. I bought a Kia Optima for my father. It had better interior and electronics than my brother's 3 series and cost under $25K. Granted its does not handle quite like a bimmer, but it has a very good ride for every day spirited driving. I also test drove their suv's and to tell you the truth, they drove very well. So for the price of my X5 I can buy a comparable kia suv, a optima as a permanent loaner, and still have money left over... Tell me know I don't pay extra for luxury BMW brand.

[BGM]

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.

[timeslip]

I had my experience for the first time in years this past Friday. I dropped my car off for service (30 day inspection check, and crazy rattle in the trunk).

The gal at the loaner desk was extremely rude, but brushed it off as a early morning. I was put into a 335i with nav (pretty impressed) so far. Then again, so did my local Lexus dealerships. The next day when I turned on the vents, all I could smell was cigarettes. I drove back there to ask if I could swap the car. The same gal was still rude, and then started to make comments that she knew who the last driver was and that he was a smoker, but she KNOWS he did not smoke in the car.

Do I really care if he was a smoker, or whether or not he smoked in the car? The fact is, the car smelled like an ash tray the min I turned on the vents and it started blowing out air.

I think I may try Stevens Creek BMW out, as Mtn View BMW doesn't understand the words "customer service". I had another incident when I first picked up the car and ordered $1500 worth of accessories (bike racks, snowboard racks, etc). The parts guy was too lazy to even help me carry the equipment out. Half the time you ask him questions, he just ignores you.

[AKX3]

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]

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]

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