Does Ford provide loaners or not on B2B warranty issues?

[Kabish]

25 years ago the mindset wasn't to sue everyone for every mishap you may have

Can't argue that point.... CAUTION HOT on McDonalds coffee cups is SO STUPID!!!! lol

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[jojomontag]

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.

They had a waiting list for loaners. I would have waited for 9/1, but I didn't want to keep driving the car with the service vehicle soon light on.

The first rental was covered by my extended warranty for the initial 10 days, and Ford authorized an extension to carry me over, if needed, to when the loaner was available. The dealership did not help with this. This was all me working with Ford directly.

Ford is paying for the rentals. The dealer is covering the loaner. I have to return the loaner with the same amount of fuel (1/4 tank) as when I took it. There was no mention of cleaning it with the exception of a $200 cleaning fee if someone smokes or brings a pet into the vehicle. And if it's damaged while in my possession, I am responsible because it's in my possession, hence having to prove that I have my own insurance. The dealer is never responsible for the loaner (unless it fails due to negligence) when in the possession of someone else--the driver is responsible. It's no different than a rental in that regard.

And yes, the amount of time has many factors involved. They have had the battery modules but have been waiting on the TIM needed when installing the battery modules. They did have to wait on Ford to send engineers, but I can only speculate as to why because you cannot trust a service advisor/manager.

 

[RickMachE]

They had a waiting list for loaners. I would have waited for 9/1, but I didn't want to keep driving the car with the service vehicle soon light on.

The first rental was covered by my extended warranty for the initial 10 days, and Ford authorized an extension to carry me over, if needed, to when the loaner was available. The dealership did not help with this. This was all me working with Ford directly.

Ford is paying for the rentals. The dealer is covering the loaner. I have to return the loaner with the same amount of fuel (1/4 tank) as when I took it. There was no mention of cleaning it with the exception of a $200 cleaning fee if someone smokes or brings a pet into the vehicle. And if it's damaged while in my possession, I am responsible because it's in my possession, hence having to prove that I have my own insurance. The dealer is never responsible for the loaner (unless it fails due to negligence) when in the possession of someone else--the driver is responsible. It's no different than a rental in that regard.

And yes, the amount of time has many factors involved. They have had the battery modules but have been waiting on the TIM needed when installing the battery modules. They did have to wait on Ford to send engineers, but I can only speculate as to why because you cannot trust a service advisor/manager.

You have the extended warranty. That is why you got a loaner.

36 month bumper to bumper gets you no loaner.

 

[breeves002]

Ford does provide loaners under warranty but they tightened their restrictions on them last year. Now the warranty job has to be 4 hours of labor or more (book labor) to qualify for a loaner. Then they'll only pay the dealer for the number of days required to complete the job. Generally they will pay for 2 minimum in most cases. For example if you drop your car off right before the dealer closes they'll pay for that day and the next day.

My truck had a 10.5 labor hour recall done and they provided a loaner the whole time and billed Ford for it. Recall notices will also say if a loaner is provided.

Some dealers will do it out of goodwill too just depends.

My dealer loans out to enterprise down the street if they run out of loaners and Ford will pay for it.

Screenshot attached where they billed Ford for the loaner on my truck just recently. It was a Nissan Versa from enterprise that I drove home and parked for 3 days until they finished my truck. Then I drove it back and dropped it off...

 

[VaderMachE]

Just so you know, every person that walks through the door of a service department these days expects an automatic car to appear for any repairs that take more than five minutes of their life. The level of hostility is overwhelming because a machine broke, and needs repaired immediately. There's no empathy for those trying to assist with rides, whether shuttle or a loaner car. Just distrust and crappy attitudes. There are very few cars to be had for anything...you know, pandemic. I guess I just still trust humans and try to put myself in their shoes before calling Ford. My dealership has taken good care of me and my cars for years. I've had to get shuttled and even make other arrangements due to parts issues (gasp!) Sh*t happens. I've owned GM products, Hondas, Mazdas and Ford's...they all have done everything they can, and my vehicle has always recovered.

 

[mburtsvt]

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.

No they do not.

 

[MachEnation]

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

Thanks for the reply -- and glad it (eventually) worked out.

When you say "corporate" -- like Ford HQ? Who are you calling? Customer service has given me 3 different phone numbers so far to talk to for the Mach E. Oddly, "marketing" is one of them. You can PM me the # if you still have it -- and thanks.

Just to add -- I'm one of those "conquest" buyers that Ford was aiming for with this vehicle. First Ford I've ever owned in my life. Before this, came from GM which gave me a loaner no questions asked every time on my lowly Chevy Volt. This thread has been helpful, as it seems there is wiggle room it just might take some prodding. Again, might not be an issue if they're speedy but better to have the info just in case. Thanks all.

 

[JCHLi]

33 pages of the warranty guide and nothing about loaners.

Does Ford provide loaners, doesn't look like it.

Do SOME Ford DEALERS (yes those awful things "we" want abolished in favor of a magnanimous corporate entity) provide loaners, YES.

Never got a loaner for my Honda in 5 years (probably only had service once or twice for a rattle...) Dealing with company fleet cars, both Toyota and Chevy recently and in some cases the dealer provides a loaner, in other cases we setup rentals.

 

[jojomontag]

Thanks for the reply -- and glad it (eventually) worked out.

When you say "corporate" -- like Ford HQ? Who are you calling? Customer service has given me 3 different phone numbers so far to talk to for the Mach E. Oddly, "marketing" is one of them. You can PM me the # if you still have it -- and thanks.

Just to add -- I'm one of those "conquest" buyers that Ford was aiming for with this vehicle. First Ford I've ever owned in my life. Before this, came from GM which gave me a loaner no questions asked every time on my lowly Chevy Volt. This thread has been helpful, as it seems there is wiggle room it just might take some prodding. Again, might not be an issue if they're speedy but better to have the info just in case. Thanks all.

Thanks... supposedly my car will be ready late Tuesday if all goes as planned.

I wrote Elena Ford and CCd the GM of the dealership and the service manager. I found her contact info here: https://www.elliott.org/company-contacts/ford/

 

[macchiaz-o]

33 pages of the warranty guide and nothing about loaners.

It is covered very clearly in the warranty guide (IMO), but Ford uses the term "rental vehicle" and not "loaner."

On page 11, in the section on Limitations and Disclaimers (emphasis is mine):

Ford and your Dealer are not responsible for any time or income that you lose, any inconvenience you might be caused, the loss of your transportation or use of your vehicle, the cost of rental vehicles, fuel, telephone, travel, meals, or lodging, the loss of personal or commercial property, the loss of revenue, or for any other incidental or consequential damages you may have.​

On page 29, in the section on the optional Ford Protect Extended Service Plans (again, my emphasis added):

You can get more protection for your new car or light truck by purchasing a Ford Protect. Ford Protect service contracts are backed by Ford Motor Company or Ford Motor Service Company. Ford Protect plans provide up to 8 years and 150,000 miles of coverage.

They provide:​

• benefits during the warranty period, depending on the plan you purchase can be: reimbursement for a rental vehicle, protecting against tire and wheel road hazard damage, coverage for certain maintenance and wear items, lost key replacement, other plans are available;
• protection against covered repair costs and continuing Roadside Service Assistance benefits after your Bumper to Bumper Warranty
  expires.

 

[zvez]

33 pages of the warranty guide and nothing about loaners.

Does Ford provide loaners, doesn't look like it.

Do SOME Ford DEALERS (yes those awful things "we" want abolished in favor of a magnanimous corporate entity) provide loaners, YES.

Never got a loaner for my Honda in 5 years (probably only had service once or twice for a rattle...) Dealing with company fleet cars, both Toyota and Chevy recently and in some cases the dealer provides a loaner, in other cases we setup rentals.

as someone pointed out the extended warranty that you can buy provides 10 days rental per occurrence.

 

[JCHLi]

It is covered very clearly in the warranty guide (IMO), but Ford uses the term "rental vehicle" and not "loaner."

On page 11, in the section on Limitations and Disclaimers (emphasis is mine):

Ford and your Dealer are not responsible for any time or income that you lose, any inconvenience you might be caused, the loss of your transportation or use of your vehicle, the cost of rental vehicles, fuel, telephone, travel, meals, or lodging, the loss of personal or commercial property, the loss of revenue, or for any other incidental or consequential damages you may have.​

On page 29, in the section on the optional Ford Protect Extended Service Plans (again, my emphasis added):

You can get more protection for your new car or light truck by purchasing a Ford Protect. Ford Protect service contracts are backed by Ford Motor Company or Ford Motor Service Company. Ford Protect plans provide up to 8 years and 150,000 miles of coverage.

They provide:​

• benefits during the warranty period, depending on the plan you purchase can be: reimbursement for a rental vehicle, protecting against tire and wheel road hazard damage, coverage for certain maintenance and wear items, lost key replacement, other plans are available;
• protection against covered repair costs and continuing Roadside Service Assistance benefits after your Bumper to Bumper Warranty
  expires.

Loaners in my experience are provided as a courtesy by the dealer. But sure, I'll take that as being addressed (although my point was that aren't stated as covered so the end result is the same). Key word searches and indexes are always good but do have limitations...

 

[Jimrpa]

I believe Ford is rolling out a couple of programs: “mobile service” and “pickup and delivery”. I’m not sure how widespread they are (I always thought pickup and delivery was limited to Lincoln black label), but I’ve been asked if I’ve been offered either after some service appointments. My dealer will give me a loaner if they have to keep my car overnight, but that is rare. In the customer lounge, they have some workstation cubicles, so I just bring my laptop and work there. It’s not optimal, but it suffices.

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