Does Ford provide loaners or not on B2B warranty issues?

[MachEnation]

My car is going in on a warranty claim to fix a misaligned liftgate that is likely causing rattling. It might take 2 days. I asked about loaners and was told "Ford stopped offering loaners." Of course, I protested citing that it's B2B, only had the car a month, etc. But no dice.

I tried to call Ford Customer Service. You know how that went (round-and-round and never could speak to someone with authority to answer the question).

So while there's a chance my car might be done the same day, I wanted to find out others' experiences. Is this actually true--or is it dealer-specific? If dealer-specific, I've got other service choices for the future. I'm very pleased the issue is getting fixed under warranty and otherwise like the dealership, especially since they were straight on the deal with no ADM or other silliness. However, I don't mind using a closer more convenient dealership for service.

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[generaltso]

The standard Ford warranty provides a rental if your car needs to be kept overnight. Several of Ford's extended service plans come with First Day Rental, but the standard warranty does not.

 

[jennq]

That's bad customer service. Even though my Tesla is out of warranty, I still get either a loaner or $100/day Uber credits to use while they have it.

 

[Kabish]

That's bad customer service. Even though my Tesla is out of warranty, I still get either a loaner or $100/day Uber credits to use while they have it.

Difference between a company that is trying to build brand/loyalty vs a company who already has it and could care less anymore... So many "big" business tend to end up like this, forgotten their roots as to what got them to where they are now. Its all about $$$$ and shareholders now.

That is my opinion at least...

 

[RickMachE]

The standard Ford warranty provides a rental if your car needs to be kept overnight. Several of Ford's extended service plans come with First Day Rental, but the standard warranty does not.

No, it doesn't.

Ford's warranty provides no loaner vehicles at all. Period. Didn't on my 1998 Explorer, or my 2010 Fusion Hybrid, or my 2013 F-150, or my 2018 Fusion Energi, ..

Yes, you can buy an extended warranty, with 1st day rental, if you choose, and that would apply from day 1.

Yes, Ford MAY approve a rental vehicle on a particular repair. Or they may not.

The majority of dealers did away with free rentals due to liability reasons. Some dealers may still provide a free loaner.

Our prior dealer had none. They provided a free shuttle service. We switched dealers after our salesperson retired, and our current dealer agreed to pickup the vehicle at my wife's nearby employer, and then if it wasn't ready by end of business (mid-afternoon), provide a free loaner. Also agreed to free loaner when we bought the Mach-E, but that's a personal agreement I have with the GM - not a dealership policy.

People should read warranties, including vehicles, in full before purchasing. Assumptions are often wrong.

 

[RickMachE]

Difference between a company that is trying to build brand/loyalty vs a company who already has it and could care less anymore... So many "big" business tend to end up like this, forgotten their roots as to what got them to where they are now. Its all about $$$$ and shareholders now.

That is my opinion at least...

Liability... Has nothing to do with "big business".

 

[jojomontag]

I reached out to several dealers. One told me they don't provide loaners. Two others ignore me. Another said they did loaners at one time, but blamed Ford for running out of them (claimed Ford puts a mileage limit on loaners, but Ford says they just encourage dealers to have loaners, so that sounds like Ford doesn't involve themselves). Finally gave up and went to one dealer on 8/4. They out me on a wait list for a loaner on 9/1.

While I waited, I had to pre-arrange a rental three days in advance in order to find a rental under $35/day for 10 days so that it would be covered under extended warranty rental reimbursement.

I dropped my Mach E off on 8/13. 8/23 came up with no ETA regarding when my car would be ready and no extension on the rental, so went two days without car. Complained to corporate and was given authorization for a $45/day that held me over until the loaner was available.

9/1 picked up the loaner--a 2021 Expedtion. Very nice, but a gas guzzler. Ford corporate has told me they will cover my refueling costs (since they are extraneous when compared to the Mach E) and offered to cover my car payments for each month out of service (9/12 will be one whole month).

Long answer to say that it depends on the dealer, but if you gripe like crazy to corporate, they may help out eventually.

 

[JB20]

Don't matter if they provide one or not....chances of them having it available is what will get you.

 

[RickMachE]

Long answer to say that it depends on the dealer, but if you gripe like crazy to corporate, they will help out eventually.

May. May help out.

 

[Kabish]

So many ways the dealership could have the liability on the driver. Loaner agreement form, or even a short term rental agreement would push the liability to the consumer. On top of that it provides customer service to people getting warranty work done after they are already upset that their new (expected not to be in the shop) car is going to be out of service for days, weeks, or months. It's Ford, you can't tell me their lawyers can't come up with a form to remove liability...

I don't know what Tesla does, but I have read where they give the $100 Uber cards on other forums as well and Youtube. While not ideal, that is more than saying "sorry your car with 2,000 miles on it is jacked. Can't give you an help with commuting while you wait a month for your car to be ready."

Majority of big business do not care about customer service anymore, or at least that is the perception. 25yrs ago it was so much different.

 

[jojomontag]

May. May help out.

Good point... corrected.

 

[fallguy]

I've been told they can't give me a loaner while they try and fix PaaK. I have an appointment next week. They've admitted they have no idea what to do, but corporate told them to just bring it in and they'll trouble shoot.

I have other vehicles to drive, still annoying I have to provide my own transport while they keep my vehicle for who knows how long.

 

[RickMachE]

So many ways the dealership could have the liability on the driver. Loaner agreement form, or even a short term rental agreement would push the liability to the consumer. On top of that it provides customer service to people getting warranty work done after they are already upset that their new (expected not to be in the shop) car is going to be out of service for days, weeks, or months. It's Ford, you can't tell me their lawyers can't come up with a form to remove liability...

I don't know what Tesla does, but I have read where they give the $100 Uber cards on other forums as well and Youtube. While not ideal, that is more than saying "sorry your car with 2,000 miles on it is jacked. Can't give you an help with commuting while you wait a month for your car to be ready."

Majority of big business do not care about customer service anymore, or at least that is the perception. 25yrs ago it was so much different.

Loaner cars are a thing of the past, because 25 years ago the mindset wasn't to sue everyone for every mishap you may have. Now it is. You won't get a loaner from GM either. Or any other automaker. Why? Because they all moved away from the liability, and with none of them providing vehicles, demand didn't drop one iota.

They added customer lounges, because that free coffee or cocoa, WiFi, and TVs did in fact generate business, and that's because people are so superficial.

 

[jojomontag]

Loaner cars are a thing of the past, because 25 years ago the mindset wasn't to sue everyone for every mishap you may have. Now it is. You won't get a loaner from GM either. Or any other automaker. Why? Because they all moved away from the liability, and with none of them providing vehicles, demand didn't drop one iota.

They added customer lounges, because that free coffee or cocoa, WiFi, and TVs did in fact generate business, and that's because people are so superficial.

Then why do I have a loaner, and why does Ford encourage dealerships to offer them? When I picked up my loaner, they asked for proof of insurance. The only liability they face is if they neglected to maintain the car.

 

[RickMachE]

Then why do I have a loaner, and why does Ford encourage dealerships to offer them? When I picked up my loaner, they asked for proof of insurance. The only liability they face is if the neglected to maintain the car.

You have a loaner for the reasons you stated - a long time in the shop already, Ford involved because you complained to them, and likely a supply issue on parts (Ford) or an inability to diagnose issue without Ford's help and they haven't done it yet. And you are the squeaky wheel.

Who is filling the car with gas when you return it?
Who is cleaning it?
Who is ensuring you didn't damage it?
Who is handling a damage claim if it was damaged, and the fact that the vehicle may be out of service for some period of time?

Is the dealership charging Ford for all this infrastructure?

Again - I've owned Fords since 1998. Nothing about this is new news.

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