View Full Version : Dealership won't cover rental
svtguy
09-22-2006, 09:09 AM
It's amazing. I take the M in for some covered warranty repairs. And my warranty has a rental allowance. Doesn't everyone's? So everything shouold be fine right? But for some reason which the service manager still can't fully explain, he 'can't' cover the rental charges.
What I have been told was;
Well we don't have the parts and it takes days to get them, so we can't pay for the rental while we're waiting for parts. So you can pick up the car since its driveable and then bring it back when we get the parts and when its fixed come and get the car.
There's too many things wrong with this moronic reasoning its hard for me to even respond. So I just want to deal directly with someone besides the dealer who can resolve this. I don't really know who though. Can someone suggest who to call?
I do wonder if it has anything to do with the fact that I took it to a Ford dealer rather than a LM dealer. Or that I took it to a different dealer than the one I purchased the car from. Because geuss what, the dealer I got it from also has a bunch of a-holes working in their service department too. Shocker I know.
Is the answer here as simple as calling a Ford customer service 800 number or something? I'm just a bit fumed right now to think straight?
SID210SA
09-22-2006, 09:55 AM
When I bought my Marauder new a rental was not covered under the basic 3yr/36k mile warranty. How ever if you get the ESP with optional rental, then thats when you have rental coverage. I was not made aware of this and always thought a rental or loaner was provided, and the first time I went in for service I found out that rentals covered by the dealership or loaners were only given to the Lincoln customers and not the Mercury customers. Since I b*tched enough I was given a rental or loaner every time I went after that first time. I go back to have service done only at the L/M dealer, and they have been very nice since I raise heck with them on that first service visit.
Mike
Bluerauder
09-22-2006, 09:56 AM
It's amazing. I take the M in for some covered warranty repairs. And my warranty has a rental allowance. Doesn't everyone's? So everything shouold be fine right? But for some reason which the service manager still can't fully explain, he 'can't' cover the rental charges.
If your car is 'drivable' without any problems then there may not be anything that you can do about it. Tell them to order the parts and bring it back when they are ready to turn some wrenches. Take the rental for the 1-2 days that they are actually working on the car.
If you car is in for "safety" or operational features that limit its use (i.e. no headlights or no wipers), I would argue the point with the management and then the owner.
I had a similar rental car issue when my Thunderbird blew a headgasket under a well known extended warranty. FoMoCo actually sent me a letter about the potential problem about 3 months before it happened.
The service rep told me that they could only give me a rental car for 3 days because that was the standard Ford Allowance on the engine. However, he told me that they had decided to replace the engine and that the shortage of available engines meant a 30 day delay in parts. The dealer would cover 3 days of a 30 day rental. :bs:
I told him to call the owner and that if the owner wasn't available then I wanted to speak to Ford HQ -- I had a copy of the letter with me. Bottomline is that I ended up with a new Ford Taurus 24V DOHC for some 6 weeks since the new engine took even longer than projected.
Sometimes you just have to stand your ground with unreasonable "policies". The dealer wasn't willing to lose a good customer with many repeat sales on this issue.
duhtroll
09-22-2006, 10:02 AM
I don't see anything wrong with this. The purpose of the rental is for when your car is being fixed. They can't fix it until they have the parts.
If your car was not driveable, I'd understand. But if it is driveable without any real problems then this is the service I'd expect.
Am I missing something?
It's amazing. I take the M in for some covered warranty repairs. And my warranty has a rental allowance. Doesn't everyone's? So everything shouold be fine right? But for some reason which the service manager still can't fully explain, he 'can't' cover the rental charges.
What I have been told was;
Well we don't have the parts and it takes days to get them, so we can't pay for the rental while we're waiting for parts. So you can pick up the car since its driveable and then bring it back when we get the parts and when its fixed come and get the car.
There's too many things wrong with this moronic reasoning its hard for me to even respond. So I just want to deal directly with someone besides the dealer who can resolve this. I don't really know who though. Can someone suggest who to call?
I do wonder if it has anything to do with the fact that I took it to a Ford dealer rather than a LM dealer. Or that I took it to a different dealer than the one I purchased the car from. Because geuss what, the dealer I got it from also has a bunch of a-holes working in their service department too. Shocker I know.
Is the answer here as simple as calling a Ford customer service 800 number or something? I'm just a bit fumed right now to think straight?
Tallboy
09-22-2006, 10:10 AM
I don't see anything wrong with this. The purpose of the rental is for when your car is being fixed. They can't fix it until they have the parts.
If your car was not driveable, I'd understand. But if it is driveable without any real problems then this is the service I'd expect.
Am I missing something?
Bingo. Couldn't have said it better.
svtguy
09-22-2006, 11:05 AM
I appreciate the replies. Thanks for them. I'm slightly shocked however that so far no one has percieved the situation quite like I have. That being the dealer should be responsible for providing far better customer service, making sure that I am completely satisfied, honoring the warranty as it is written and which I have paid handsomely for, and making sure somebody covers the rental, no matter who it is as long as its not me! Yeah, I think something is being 'missed' here.
A few developments have taken place since I started this thread. There was a phone number on back of the warranty booklet. Who would have thought that. I must have overlooked it I geuss. Actually got to talk to a human who was quite helpful.
They pointed out that my warranty covers a rental for $35 a day up to a total of 7 days. This is what I'm covered for. I paid for this. The customer service representative said that I should in no way have to be held liable for a service department that can't get parts OVERNIGHTED to them. Especially for a well known problem. That being a faulty wiper motor by the way.
Regardless of whether or not I can drive the car like this I shouldn't have to. The forecast in Chicago for this weekend calls for rain and I sure as s*** am not going to be pulling over every so often to pull and reinstall a fuse for the wipers. Come on!
Anyway, longer story short. The dealer 'found' the parts from somewhere and the car will be done by the time I get out of work tonight.
I would understand the dealers logic if it was something as simple as a broken piece of trim or something but even still I come back to the idea that better customer service should override anything else. Thanks again for the replies.
GreekGod
09-22-2006, 01:48 PM
My selling L-M dealer's salesman told me to let him know when I brought my MM in for service and he would get me a car to drive. A good salesman and dealership takes care of their customers. Sometimes, good ones can be hard to find. With an extended warrenty contract, the obligation is certainly limited, as any insurance policy is.
duhtroll
09-22-2006, 02:27 PM
Well now that we have the whole story, that being your car is *not* legally driveable in the rain, things change. The dealer should have offered the rental immediately.
As far as making every dealer overnight parts for every repair, I would never expect this unless it was an operable or safety issue, like a wiper motor for example. And for having a rental while parts are on order for every repair also, I still think you're asking for a bit much if the car had no such issues. (like a piece of trim or window switch, or other non-safety related repair)
Yeah, the headlights needing wiring would be technically driveable as long as you didn't want to go anywhere in the dark. That's different.
Now that we can differentiate the two, we can progress in our understanding of your problem.
You should have been more clear.
I appreciate the replies. Thanks for them. I'm slightly shocked however that so far no one has percieved the situation quite like I have. That being the dealer should be responsible for providing far better customer service, making sure that I am completely satisfied, honoring the warranty as it is written and which I have paid handsomely for, and making sure somebody covers the rental, no matter who it is as long as its not me! Yeah, I think something is being 'missed' here.
A few developments have taken place since I started this thread. There was a phone number on back of the warranty booklet. Who would have thought that. I must have overlooked it I geuss. Actually got to talk to a human who was quite helpful.
They pointed out that my warranty covers a rental for $35 a day up to a total of 7 days. This is what I'm covered for. I paid for this. The customer service representative said that I should in no way have to be held liable for a service department that can't get parts OVERNIGHTED to them. Especially for a well known problem. That being a faulty wiper motor by the way.
Regardless of whether or not I can drive the car like this I shouldn't have to. The forecast in Chicago for this weekend calls for rain and I sure as s*** am not going to be pulling over every so often to pull and reinstall a fuse for the wipers. Come on!
Anyway, longer story short. The dealer 'found' the parts from somewhere and the car will be done by the time I get out of work tonight.
I would understand the dealers logic if it was something as simple as a broken piece of trim or something but even still I come back to the idea that better customer service should override anything else. Thanks again for the replies.
not5-0
09-22-2006, 03:06 PM
I don't see anything wrong with this. The purpose of the rental is for when your car is being fixed. They can't fix it until they have the parts.
If your car was not driveable, I'd understand. But if it is driveable without any real problems then this is the service I'd expect.
Am I missing something?I agree, if it is driveable then I wouldn't expect my dealer to give me a car, besides, why would you want to leave your car sitting at the dealer for days when you can keep it safe at home.
Sometimes you have to pick your battles and this is one I would just wouldn't fight IMHO.
SilverStreak
09-22-2006, 04:04 PM
Alex, Were you ever able to get them to replace the Crn Vic headlight assembly?
Good luck tonight.
Darrell
SergntMac
09-22-2006, 04:34 PM
Alex, next time try Napleton in Blue Island. I've been a customer there for 20 years now, and the crew is great for such a small family oriented dealership. See Mike, the service manager, and mention that you're a friend of mine?
Power Surge
09-22-2006, 04:46 PM
A few things about rentals/loaners...
Nobody is "entitled" to a loaner/rental cars, as in there is NO obligation whatsoever for the dealer to give you one, under any circumstance.
These cars are a courtesy provided by the dealer, and 100% up to them if they want to give you one. They own the cars, they decide who gets one and who doesn't. Heck, some dealers don't even have rental/loaner programs.
Ford can't "make" a dealer give you a loaner. They can however, strongly suggest it, in certain situations, if they feel the customer's overall satisfaction is on the line.
As for reimbursement via warranty... What warranty did you "pay for"? The only vehicles that came from Ford with a rental loaner allowance in the basic warranty were 01-up SVT vehicles, and some Lincolns. As far as I know, no Marauder owner should ever have a basic Ford warranty with a loaner/rental allowance. If you "paid for" a different warranty, then I am assuming you are talking about an ESP (correct me if I am wrong). If that is the case, that only goes into affect after your basic is up. And even then, the loaner/rental allowance has to be authorized by the warranty company (even Ford ESPs) and they won't honor the loaner/rental allowance on all repairs (depends on the type of repair).
Don't get me wrong... we all feel that we are entitled to loaners when we have new cars, but that's mostly because most people don't know the REAL story behind how the loaner/rental programs work.
Tallboy
09-22-2006, 04:55 PM
Actually you could.
My wife bought a Lincoln. She gets a rental when the oil is changed.
I bought a Mercury. Rental? Yeah right. Unless your'e sleeping with the GM, and god help you if you are, eww, there is no rental coming to a Mercury owner. :banned:
Thanks ever-so-much for enlightening me!
By the way, I've got a surprise coming, especially for you...:D
Tune in tomorrow...
CRUZTAKER
09-22-2006, 04:58 PM
Damn you for quoting me before I could edit that post.:P
Too late now...I didn't see that SVTGUY actually found a loop hole regarding a rental.
I never had a rental...I got a ride (I live really close)...but never a rental.:depress:
SergntMac
09-22-2006, 05:19 PM
Damn you for quoting me before I could edit that post.:P
Too late now...I didn't see that SVTGUY actually found a loop hole regarding a rental.
I never had a rental...I got a ride (I live really close)...but never a rental.:depress:But you're not wrong, Barry. My last Lincoln was a '94 Town Car Signature, and my base warranty provided a loaner while it went in for repair. Today I still get loaners from my dealer when my Marauder(s) goes in for service, but I am very aware that it's a courtesy to a long time loyal customer, and not an expected benefit. Likewise, the free car wash.
Anyone who wants preferred treatment from an auto dealership in today's business world, needs to build relationships with the folks that run things.
Bradley G
09-22-2006, 05:33 PM
If you have a major breakdown/ safety issue under origonal 3yr./36K Ford pays the dealer for loaner reimbursement.
If the dealer has no Ford rent-a-car department, Enterprise rent a car is only a phone call away.
Ask nicely, and Ye shall recieve!
The dealers use these, as they see fit.
Dealers also recieve a small compensation for parts order from Ford.
They do not get this, if they get the part from another dealer.
Memebers, here is deal on rental/loaners. It sounds as if our fellow member has an aftermarket/outside warranty and not a Ford Extended service Plan (ESP). Aftermarket warranties are not as consumer friendly when it comes to dealing with repairs as is Ford ESP. Ford ESP wants the consumer to have a poisitive experience with their product, because it will influence your next purschase greatly. The aftermarket warranty companies are insurance companies that try to keep the cliams as low as possible, which causes them not be consumer friendly.
Ford and Mercury products are not eligble for loaners as the Lincoln products are, under the basic warranty. But any smart dealership, should and many do offer their clients a loaner. Especially if that dealership uses Fords rent-a-car program that allows them to get reimburse from Ford. Also Ford gives an allowance of loaner days to the dealership, based on their sales volume, warranty repair numbers and customer satifaction index. In short, the better numbers they have, they more loaner days they recieve.
svtguy
09-23-2006, 07:51 PM
I had this long reply all typed out but for some reason I can't submmit it and it was lost. If this one takes just know that I tried to update this and I'll try again later.
svtguy
09-25-2006, 04:59 AM
I'll just add my last thoughts about all this and leave it there. But firstly, thanks Mac for the recommendation. I'll have to give Napleton a try in the future. And Darrel, Yes ironically enough I did get my Marauder headlight assembly installed on this visit. For those that don't know. My car came from the factory with one Marauder headlight and the other a regular Grand Marquis. I posted a thread about this before.
And the fact that my headlight dilemma was resolved here is what really ended up making this otherwise unpleasant trip to the dealer worth it. Previous attempts to have my headlight replaced went unsuccessfull at other dealerships with nothing but bs coming from the service managers. The only real reason it was taken care of though is because I have a friend that works at Joyce Ford where I took it in this time. He helped me out big time. If anyone ever has to go there you must ask for Robert Dominguez to work on your car and tell him that I sent you.
But about the rental thing. There should be no debate about what the warranty covers. Its in writing. And I've read here a couple of conflicting statements about how the rental program 'works'. I'm not going to continue that debate. Except to say as I did earlier that my warranty has rental coverage for $35 a day for up to 7 days total, period. I have the ESP plan if that matters but I don't see why it would. And I kow that dealers offer 'loaners' at their descretion but that's not what this was about.
To sum it up though. If anyone ever runs into a problem with a dealer honoring something in the warranty I would suggest you do what I did and call customer service. They were very helpful and they can tell you what's covered and what's not. And yeah, it always helps to know someone.
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