Dealer won't provide loaner for recalls... or call me back

[blasimon]

tdlr; I have been trying to get the two recalls (windshield, roof) done for over a month. dealer is ghosting me.

When I first called the dealer, they said they'll need the car for a few days and could do so the same week. I then asked for a loaner, to which they responded they don't provide loaners. I mentioned that I received a letter from Ford stating that I should receive the free loaner, and the tone changed. Their response is that they don't have any (even non-mach e) and that they can call me next week if one's available. No one called by the end of next week.

Once a week, I call back. Every time, the service advisor tells me they don't handle loaners and they can't that the person who handles the fleet is busy. The only thing they can do, is schedule an appointment without a loaner and that I need to get a call back from the fleet manager. She never calls back, and it has been a month.

The most frustrating part: they literally have an enterprise location on site. I know they could get a car there if they wanted to.

Thoughts on how to best proceed?

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[machefan]

tdlr; I have been trying to get the two recalls (windshield, roof) done for over a month. dealer is ghosting me.

When I first called the dealer, they said they'll need the car for a few days and could do so the same week. I then asked for a loaner, to which they responded they don't provide loaners. I mentioned that I received a letter from Ford stating that I should receive the free loaner, and the tone changed. Their response is that they don't have any (even non-mach e) and that they can call me next week if one's available. No one called by the end of next week.

Once a week, I call back. Every time, the service advisor tells me they don't handle loaners and they can't that the person who handles the fleet is busy. The only thing they can do, is schedule an appointment without a loaner and that I need to get a call back from the fleet manager. She never calls back, and it has been a month.

The most frustrating part: they literally have an enterprise location on site. I know they could get a car there if they wanted to.

Thoughts on how to best proceed?

Try another dealer if you have one that’s not to far.

 

[generaltso]

I would try a different dealer.

And I would recommend changing your terminology from "loaner" to "rental". It's a small change, but some dealers that don't have "loaners" don't even think about getting you a car from a local rental company.

 

[blasimon]

I would try a different dealer.

And I would recommend changing your terminology from "loaner" to "rental". It's a small change, but some dealers that don't have "loaners" don't even think about getting you a car from a local rental company.

I've thought of getting a different dealer, and there are some somewhat nearby, and maybe that's what I'll do. At the same time, I don't think it's good for the brand when dealers clearly shirk their responsibilities so I'd like them to be accountable.

As for the term, I've tried it both ways with loaner or rental. I've even reminded them that there's an Enterprise car rental location on-site.

 

[RickMachE]

I'd call the Service Manager, then the General Manager. You should be saying "In the recall letter, Ford Corporate says they are paying for a RENTAL CAR".

 

[2FlyMache]

Mine is currently in for the recall work and they've had the car a week. They balked at a rental or loaner since they were only allowed $300 for the recall work and it was going to take a week to do. After doing business with Lexus and Land Rover for the last 7 years, Ford is NOT good at this

 

[Tampamike]

When I took mine in they gave me an Enterprise rental.

 

[RickMachE]

Mine is currently in for the recall work and they've had the car a week. They balked at a rental or loaner since they were only allowed $300 for the recall work and it was going to take a week to do. After doing business with Lexus and Land Rover for the last 7 years, Ford is NOT good at this

Your dealer isn't good at it. Ford provides them with specific instructions, which are listed on the forum in several places. It clearly states that it will pay for a rental car for 2 days, and that the dealer can contact them for additional days. There is no mention that I recall of $300.

 

[2FlyMache]

Your dealer isn't good at it. Ford provides them with specific instructions, which are listed on the forum in several places. It clearly states that it will pay for a rental car for 2 days, and that the dealer can contact them for additional days. There is no mention that I recall of $300.

Maybe true that the dealers in my area aren't good at it since I've used 2 different ones now. I really didn't need the loaner so I didn't push on it but my point specifically is the coordination and communication around the recall work is not near up to par with the other brands I've used before. Hopefully, just need them for normal service visits.

 

[RickMachE]

If you read the paperwork, the communication to the dealers is quite clear.

If you read posts on this forum, you see that the dealers are challenged in a few areas:

1) Service Advisors may be uninformed as to the content of the recall information.
2) Service Managers may not be ensuring that everyone is in the loop. My dealership has done 30+ of these recalls. Some dealerships have done none, or maybe 2.
3) Service Advisors aren't the ones fixing the cars, or making the claims. That's why you should immediately contact the Service Manager, and then the General Manager. If you don't have success, switch dealers or contact @Ford Motor Company.

 

[Bookworm214]

My dealer had a loaner Escape ready for me without my even asking ahead of time. Of course he also said it might take a "week or two" to do the recalls. On the Vehicle Use Agreement it has the term of use listed at 30 days! They just said don't smoke in it and bring it back full of gas.

 

[macgyver60]

It took me over a month to get a loaner from my dealer too. The more dealers do this sort of thing the more incentive car companies have to go the route of Tesla and do away with them all.

 

[JCHLi]

My dealer said they did not have any loaners. They said I could call Ford directly and get a rental setup..

As we are a two car household and one of us now works exclusively from home, I opted just to drive the other car...

 

[Jimrpa]

If the dealer is close enough and you want to be persistent, drive there with the letter in hand. If they’re far away, tell them that you’ll wait on the phone while they walk over and get the “busy” rental/fleet person. If none of that works, ask for the service manager, then the dealership GM, and be sure you have a log of the calls, ideally with names of morons you spoke to.

 

[ReelSweet]

Your dealer isn't good at it. Ford provides them with specific instructions, which are listed on the forum in several places. It clearly states that it will pay for a rental car for 2 days, and that the dealer can contact them for additional days. There is no mention that I recall of $300.

Does anyone know what Ford actually reimburses the dealer for the windshield reseal and pano roof work? I suspect that's what the dealer is claiming is inadequate. I just did my recall and that was the complaint I heard about why some dealers are hesitant on this one.

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