very disappointed with BMW service....

e46e92love · 12-13-2011, 09:39 AM

Wait, you were forced to drive something for FREE that was not a BMW? The horror.....

Cheers,
e46e92

THE TECH · 12-13-2011, 09:53 AM

Quote:

Originally Posted by e46e92love

Wait, you were forced to drive something for FREE that was not a BMW? The horror.....

Cheers,
e46e92

Driving a pickup truck was beneath both his wife and daughter apparently.

shksman · 12-13-2011, 11:15 AM

I see what people saying~
well since I have pick up truck, I am going to pick up some Christmas tree and some 4x4 wood for my garage

my wife took my m3 to store hope she doesn't go crazy it haha

blackfunk · 12-13-2011, 11:34 AM

To the OP, I hope that these guys are just busting your chops, because if not I'd seriously questions their sincerity. The point in buying a lUXURY vehicle is that in the event that something does go wrong the experience is EXPECTED to be different. If not then go buy a Honda or Toyota.
It is one of the most important parts of owning a luxury car, the service that follows AFTER purchase. I won’t belabor the point here but if my new car breaks down then I EXPECT a SIMILAR REPLACEMENT to the one that I purchased. No excuses. However, I will say this in defense of the dealership, if your wife did not complain and you have not given them an opportunity to rectify the situation then that is your fault, but if you have voiced your displeasure at the having to use the pickup they should attempt to make amends. Don’t believe me ask a Lexus or Infiniti dealership, I have no experiences with MB but Audi is known for their crappy service/loaner policies as well.

cmk227 · 12-13-2011, 11:44 AM

Quote:

Originally Posted by shksman

I see what people saying~
well since I have pick up truck, I am going to pick up some Christmas tree and some 4x4 wood for my garage

my wife took my m3 to store hope she doesn't go crazy it haha

I do miss having a pickup around. Did they tell you what wrong with the X5?

Mr. ///M3 RD · 12-13-2011, 12:06 PM

Most dealerships if not all require a advance notice when a loaner car is required. That my friends is a given. So don't expect a car to be ready for you to drive away (if you need one for the period that your car is being attended to).

No dealership is required to have a bunch of cars standing by for people that do not have the curtesy of providing the dealer with advance notice that a car will be needed for the period the car is being serviced. What would be so difficult to make a simple request "I will need a car for the period you are serving my car" at the time you book an appointment?

If this is done at least you have the option to rent a car if you really need one. I've done this many times when I had only one private car and one company car. 90% of the time the dealer provided a car for my wife since my car was needed for company business.

I think the OP was treated fair under the circumstances. I don't really see the point for this thread and to call it "very disappointed with BMW service...." is not really appropriate in this case.

An example of "very disappointed with BMW service...." would be ...

You are on a vacation trip far away from home in your brand new BMW Z4 having about 1800 KM on the odometer (1,118 miles). You have a flat. You investigate the flat and find out that it is due to a crack in your wheel. You pull into a tire shop. The people there treat you with respect and tell you why you have a flat. You need a new wheel, the tire shop Manager tells you there is a BMW dealer in this little town. Your hopes go up and you drive to the BMW dealer and are treated as follows ...

1) You are told that being from Canada your warranty is no good in the USA.
2) You only have two options a) Get towed to the nearest Canadian dealership (in my case this was 1000 KM north) or b) Order a new wheel pay for it and resolve warranty issues when you are back home.

As was proved to me later was that both points 1 & 2 above are not correct. Warranty for our cars is the same all over North America.

Anyway, I believed what I was told ordered a new wheel paid close to $700.00 for it after paying for it I was told ....

3) Sorry we don't change wheels or tires at our dealership we use a tire shop for this.
4) Of to the tire shop I was directed, there 2 men went to work on my wheel with the crack using 2 tire irons and bending the wheel in the process. I know this since once back home I found deep tire iron markings on the outside rim of my wheel.
5) While I was at the tire shop I ask for all my wheels to be checked (something the BMW dealership should have done). They found my other rear wheel also had cracks. The cracks were only hairline cracks so since the tire pressure was still okay I decided to drive back to Canada (some 3000 KM east) very carefully.

End of story ... Once back home the wheel with 2 hairline cracks was changed under warranty without question. The wheel with the open crack resulting in the original flat that was mishandled by a BMW sub contractor (tire shop) was declared BEND.

A long back and forth with Both US and CD BMW Customer Relations followed ... the miss-handling of my wheel at the tire shop was totally ignored.

Bottom line ... I ended up with a $700.00 garden hose retainer in my garage

===>CLICK to see a picture of the wheel

This is what I call being disappointed with BMW Service

The one good thing about all of this is I said bye bye to the Z4 and got back int a nice reliable M3 without RFT and inferior wheels (more Z4 drivers btw ended up with cracked wheels of the Style 296 Wheel that I had on my Z4 35i).

e46e92love · 12-13-2011, 01:02 PM

1...... But you do realize that BMW USA is different from BMW Canada, so it's no surprise they would charge you, i don't they couldn't submit the claim if they wanted to. But I'm not 100% sure.

Cheers,
e46e92

[QUOTE=Rolf-Dieter;10970644]Most dealerships if not all require a advance notice when a loaner car is required. That my friends is a given. So don't expect a car to be ready for you to drive away (if you need one for the period that your car is being attended to).

No dealership is required to have a bunch of cars standing by for people that do not have the curtesy of providing the dealer with advance notice that a car will be needed for the period the car is being serviced. What would be so difficult to make a simple request "I will need a car for the period you are serving my car" at the time you book an appointment?

If this is done at least you have the option to rent a car if you really need one. I've done this many times when I had only one private car and one company car. 90% of the time the dealer provided a car for my wife since my car was needed for company business.

I think the OP was treated fair under the circumstances. I don't really see the point for this thread and to call it "very disappointed with BMW service...." is not really appropriate in this case.

An example of "very disappointed with BMW service...." would be ...

You are on a vacation trip far away from home in your brand new BMW Z4 having about 1800 KM on the odometer (1,118 miles). You have a flat. You investigate the flat and find out that it is due to a crack in your wheel. You pull into a tire shop. The people there treat you with respect and tell you why you have a flat. You need a new wheel, the tire shop Manager tells you there is a BMW dealer in this little town. Your hopes go up and you drive to the BMW dealer and are treated as follows ...

1) You are told that being from Canada your warranty is no good in the USA.
2) You only have two options a) Get towed to the nearest Canadian dealership (in my case this was 1000 KM north) or b) Order a new wheel pay for it and resolve warranty issues when you are back home.

As was proved to me later was that both points 1

Mr. ///M3 RD · 12-13-2011, 03:14 PM

Quote:

Originally Posted by e46e92love

1...... But you do realize that BMW USA is different from BMW Canada, so it's no surprise they would charge you, i don't they couldn't submit the claim if they wanted to. But I'm not 100% sure.

Cheers,
e46e92

Please don't take this the wrong way, however, it's not about money, it's about service and how BMW in the US lied to me also how the entire situation was handled. Perhaps you did not read my post.

The only difference between BMW in the US and Canada is the location. Every BMW dealership must address warranty issues no matter where in the world you drive your BMW.

I truly hope that no American is treated like I was in treated in the USA.

Also note that I sited my experience in comparison to the OP to point out what the meaning of "disappointment" really amounts to.

I certainly hope that you never come across incompetence in way of people at BMW like I did when I visited your wonderful; country!

FVM3 · 12-13-2011, 03:28 PM

what does it have to do with m3?

Mr. ///M3 RD · 12-13-2011, 03:41 PM

Quote:

Originally Posted by christopherchenm

what does it have to do with m3?

nothing to do with M3 ... the OP posted about being ....

"Very disappointed with BMW Service"

I simply replied to the "service and disappointment" side of it.

Krozi · 12-13-2011, 04:52 PM

Hahahaha get a hold of yourself

Bimmer Freeeek! · 12-13-2011, 05:38 PM

I hope you don't go complaining to actual people (in real life) that the BMW dealer gave you a "shitty pickup truck loaner". Unfortunately, you probably did, very loud on your cell phone - most likely in a public place. I bet you started doing exactly that in the waiting area, while they were bringing your pickup around. You must be really high maintenance folks if having to drive around in a pickup truck causes you such distress. I don't mean to come across as rude or hostile, but I mean come on...seriously????

In general, I have observed that the higher volume dealers suck when it comes to customer service. I am lucky that I was able to purchase my car with a small town dealer who is closeby enough that I can justify going out of town for servicing. It's the town that I grew up in and my parents still live there. Whenever the car is due for service, they pick it up from my parents house, leave a loaner, and then bring it back when it is done - they usually have no problem with me coming the following day (if it gets too late) to pick up my car and return their loaner. I am a little nervous about taking it to the high volume dealer here in Orlando (Fields) should anything go wrong, since customer service seems to be pretty much non-existent there. However, the service manager at my dealership told me that *technically* service centers are supposed to provide a loaner (regardless of whether you purchased the car through them or not) if the car was brought in for warranty work.

It's unfortunate that your BMW experience has been unpleasant. Is there more than one dealer in your area - perhaps customer service is lacking at that particular location? If you really feel wronged, let them know, and if they don't make it right, contact BMWNA about your disappointment with service standards and consistency across the brand.

If I got a pickup as my loaner, I'd soothe my disappointment with not getting a 328i loaner by going for some off-roading and dirty driving in the mud!

e46e92love · 12-13-2011, 06:14 PM

Quote:

Originally Posted by Rolf-Dieter

Please don't take this the wrong way, however, it's not about money, it's about service and how BMW in the US lied to me also how the entire situation was handled. Perhaps you did not read my post.

The only difference between BMW in the US and Canada is the location. Every BMW dealership must address warranty issues no matter where in the world you drive your BMW.

I truly hope that no American is treated like I was in treated in the USA.

Also note that I sited my experience in comparison to the OP to point out what the meaning of "disappointment" really amounts to.

I certainly hope that you never come across incompetence in way of people at BMW like I did when I visited your wonderful; country!

The problem is your Canadian..........j/k.......

I hear ya, I re-read your post and I was just trying to point out that BMW is fractured from one country to the next, they are like separate entities. That, and I'm realizing most dealers suck. Its a fact I used to argue against, but have lost. BMW service as a whole seems to suck at many dealers. Makes me appreciate my dealer that much more.

Cheers,
e46e92

Prince_of_Persia · 12-13-2011, 08:06 PM

Quote:

Originally Posted by Bimmer Freeeek!

I hope you don't go complaining to actual people (in real life) that the BMW dealer gave you a "shitty pickup truck loaner". Unfortunately, you probably did, very loud on your cell phone - most likely in a public place. I bet you started doing exactly that in the waiting area, while they were bringing your pickup around. You must be really high maintenance folks if having to drive around in a pickup truck causes you such distress. I don't mean to come across as rude or hostile, but I mean come on...seriously????

In general, I have observed that the higher volume dealers suck when it comes to customer service. I am lucky that I was able to purchase my car with a small town dealer who is closeby enough that I can justify going out of town for servicing. It's the town that I grew up in and my parents still live there. Whenever the car is due for service, they pick it up from my parents house, leave a loaner, and then bring it back when it is done - they usually have no problem with me coming the following day (if it gets too late) to pick up my car and return their loaner. I am a little nervous about taking it to the high volume dealer here in Orlando (Fields) should anything go wrong, since customer service seems to be pretty much non-existent there. However, the service manager at my dealership told me that *technically* service centers are supposed to provide a loaner (regardless of whether you purchased the car through them or not) if the car was brought in for warranty work.

It's unfortunate that your BMW experience has been unpleasant. Is there more than one dealer in your area - perhaps customer service is lacking at that particular location? If you really feel wronged, let them know, and if they don't make it right, contact BMWNA about your disappointment with service standards and consistency across the brand.

If I got a pickup as my loaner, I'd soothe my disappointment with not getting a 328i loaner by going for some off-roading and dirty driving in the mud!

I NEVER let them drive my car!!! Although I have always got amazing service from my dealership.

donovan · 12-13-2011, 08:08 PM

It just seems that everyone wants to bitch about something these days, and it has nothing to directly do with there vehicles. Loads of cases poping up lol.

Ateam · 12-16-2011, 10:22 AM

Dealers are privately owned and there is absolutely NO obligation to provide a loaner to anyone actually. Often they do not provide if you did not buy from them, unless you are from out of state and obviously had no choice to buy from them etc. A lot of them do anyway, but do not think this is some obligation by them. Its still a courtesy

Singletrack · 12-16-2011, 04:16 PM

I got a pickup truck one time as a loaner. It was a real piece of shit and driving it made me sad. Its tires also yelled at me whenever I tried to make them go around corners.

Personally, because my appointment was setup far in advance, I thought it sucked. Should have received one of their loaner fleet, or at least a decent rental - a camry would do.

Now if I have an emergency, I don't really expect to get a loaner on short notice.

Huge variance dealer to dealer as far as loaner fleet, etc. goes.

12-13-2011, 09:39 AM	#45
e46e92love Brigadier General 236 Rep 3,303 Posts Drives: e92 ///M3; X3 (wife's) Join Date: Nov 2007 Location: The East Side of Things iTrader: (0)	Wait, you were forced to drive something for FREE that was not a BMW? The horror..... Cheers, e46e92 __________________ "...it's not about the money and not about the brand of the car, it's about handling,performance and passion......And that, no other car has all together like an M3........when you talk about the most complete car the M is invincible." --Tony Kanaan.
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12-13-2011, 11:15 AM	#47
shksman Private 21 Rep 62 Posts Drives: 2011 X5 3.5i,2008 e92 M3 Join Date: Jun 2011 Location: WA iTrader: (0)	I see what people saying~ well since I have pick up truck, I am going to pick up some Christmas tree and some 4x4 wood for my garage my wife took my m3 to store hope she doesn't go crazy it haha
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12-13-2011, 11:34 AM	#48
blackfunk New Member 2 Rep 16 Posts Drives: Space Gray Join Date: Nov 2011 Location: NYC iTrader: (0)	To the OP, I hope that these guys are just busting your chops, because if not I'd seriously questions their sincerity. The point in buying a lUXURY vehicle is that in the event that something does go wrong the experience is EXPECTED to be different. If not then go buy a Honda or Toyota. It is one of the most important parts of owning a luxury car, the service that follows AFTER purchase. I won’t belabor the point here but if my new car breaks down then I EXPECT a SIMILAR REPLACEMENT to the one that I purchased. No excuses. However, I will say this in defense of the dealership, if your wife did not complain and you have not given them an opportunity to rectify the situation then that is your fault, but if you have voiced your displeasure at the having to use the pickup they should attempt to make amends. Don’t believe me ask a Lexus or Infiniti dealership, I have no experiences with MB but Audi is known for their crappy service/loaner policies as well.
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12-13-2011, 12:06 PM	#50
Mr. ///M3 RD Happy Camper 612 Rep 7,869 Posts Drives: C63 AMG & 280 SL on Weekends : Join Date: May 2010 Location: GTA, Ontario - Canada iTrader: (0) Garage List 1969 Restored Merce ... [7.50] 2011 M3 Coupe TRADED [7.34] 1987 BMW 535is [1.00] Cars from the Past [6.50] The ///M3 Engine S65 [9.59]	Most dealerships if not all require a advance notice when a loaner car is required. That my friends is a given. So don't expect a car to be ready for you to drive away (if you need one for the period that your car is being attended to). No dealership is required to have a bunch of cars standing by for people that do not have the curtesy of providing the dealer with advance notice that a car will be needed for the period the car is being serviced. What would be so difficult to make a simple request "I will need a car for the period you are serving my car" at the time you book an appointment? If this is done at least you have the option to rent a car if you really need one. I've done this many times when I had only one private car and one company car. 90% of the time the dealer provided a car for my wife since my car was needed for company business. I think the OP was treated fair under the circumstances. I don't really see the point for this thread and to call it "very disappointed with BMW service...." is not really appropriate in this case. *An example of "very disappointed with BMW service...." would be ...* You are on a vacation trip far away from home in your brand new BMW Z4 having about 1800 KM on the odometer (1,118 miles). You have a flat. You investigate the flat and find out that it is due to a crack in your wheel. You pull into a tire shop. The people there treat you with respect and tell you why you have a flat. You need a new wheel, the tire shop Manager tells you there is a BMW dealer in this little town. Your hopes go up and you drive to the BMW dealer and are treated as follows ... 1) You are told that being from Canada your warranty is no good in the USA. 2) You only have two options a) Get towed to the nearest Canadian dealership (in my case this was 1000 KM north) or b) Order a new wheel pay for it and resolve warranty issues when you are back home. As was proved to me later was that both points 1 & 2 above are not correct. Warranty for our cars is the same all over North America. Anyway, I believed what I was told ordered a new wheel paid close to $700.00 for it after paying for it I was told .... 3) Sorry we don't change wheels or tires at our dealership we use a tire shop for this. 4) Of to the tire shop I was directed, there 2 men went to work on my wheel with the crack using 2 tire irons and bending the wheel in the process. I know this since once back home I found deep tire iron markings on the outside rim of my wheel. 5) While I was at the tire shop I ask for all my wheels to be checked (something the BMW dealership should have done). They found my other rear wheel also had cracks. The cracks were only hairline cracks so since the tire pressure was still okay I decided to drive back to Canada (some 3000 KM east) very carefully. End of story ... Once back home the wheel with 2 hairline cracks was changed under warranty without question. The wheel with the open crack resulting in the original flat that was mishandled by a BMW sub contractor (tire shop) was declared BEND. A long back and forth with Both US and CD BMW Customer Relations followed ... the miss-handling of my wheel at the tire shop was totally ignored. Bottom line ... I ended up with a $700.00 garden hose retainer in my garage ===>CLICK to see a picture of the wheel This is what I call being disappointed with BMW Service The one good thing about all of this is I said bye bye to the Z4 and got back int a nice reliable M3 without RFT and inferior wheels (more Z4 drivers btw ended up with cracked wheels of the Style 296 Wheel that I had on my Z4 35i). __________________ Cheers, Rolf-Dieter Life will take us to some interesting places, fortunately The ///M3 will too with a many of us know this very well, now my C6.3 AMG with 487 HP does it too ---> Click here for some good stuff I found Last edited by Mr. ///M3 RD; 12-13-2011 at 12:17 PM.. Reason: made minor addition
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12-13-2011, 01:02 PM	#51
e46e92love Brigadier General 236 Rep 3,303 Posts Drives: e92 ///M3; X3 (wife's) Join Date: Nov 2007 Location: The East Side of Things iTrader: (0)	1...... But you do realize that BMW USA is different from BMW Canada, so it's no surprise they would charge you, i don't they couldn't submit the claim if they wanted to. But I'm not 100% sure. Cheers, e46e92 [QUOTE=Rolf-Dieter;10970644]Most dealerships if not all require a advance notice when a loaner car is required. That my friends is a given. So don't expect a car to be ready for you to drive away (if you need one for the period that your car is being attended to). No dealership is required to have a bunch of cars standing by for people that do not have the curtesy of providing the dealer with advance notice that a car will be needed for the period the car is being serviced. What would be so difficult to make a simple request "I will need a car for the period you are serving my car" at the time you book an appointment? If this is done at least you have the option to rent a car if you really need one. I've done this many times when I had only one private car and one company car. 90% of the time the dealer provided a car for my wife since my car was needed for company business. I think the OP was treated fair under the circumstances. I don't really see the point for this thread and to call it "very disappointed with BMW service...." is not really appropriate in this case. *An example of "very disappointed with BMW service...." would be ...* You are on a vacation trip far away from home in your brand new BMW Z4 having about 1800 KM on the odometer (1,118 miles). You have a flat. You investigate the flat and find out that it is due to a crack in your wheel. You pull into a tire shop. The people there treat you with respect and tell you why you have a flat. You need a new wheel, the tire shop Manager tells you there is a BMW dealer in this little town. Your hopes go up and you drive to the BMW dealer and are treated as follows ... 1) You are told that being from Canada your warranty is no good in the USA. 2) You only have two options a) Get towed to the nearest Canadian dealership (in my case this was 1000 KM north) or b) Order a new wheel pay for it and resolve warranty issues when you are back home. As was proved to me later was that both points 1 __________________ "...it's not about the money and not about the brand of the car, it's about handling,performance and passion......And that, no other car has all together like an M3........when you talk about the most complete car the M is invincible." --Tony Kanaan.
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12-13-2011, 03:28 PM	#53
FVM3 Major General 273 Rep 5,751 Posts Drives: e92 m3, f30 328i Join Date: Sep 2010 Location: Los Angeles iTrader: (2)	what does it have to do with m3?
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12-13-2011, 04:52 PM	#55
Krozi Colonel 167 Rep 2,736 Posts Drives: 2008 E92 ///M3 Alpine White Join Date: Oct 2009 Location: SoFla - Bonita Springs iTrader: (24)	Hahahaha get a hold of yourself __________________ 2008 E92 ///M3 Alpine White//Fox Red//6MT// Florida Bimmer - Join us on FaceBook!
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12-13-2011, 05:38 PM	#56
Bimmer Freeeek! Live Fast. Die Young. 39 Rep 189 Posts Drives: 2012 E92 ///M3 Join Date: Oct 2011 Location: Sunshine State iTrader: (0)	I hope you don't go complaining to actual people (in real life) that the BMW dealer gave you a "shitty pickup truck loaner". Unfortunately, you probably did, very loud on your cell phone - most likely in a public place. I bet you started doing exactly that in the waiting area, while they were bringing your pickup around. You must be really high maintenance folks if having to drive around in a pickup truck causes you such distress. I don't mean to come across as rude or hostile, but I mean come on...seriously???? In general, I have observed that the higher volume dealers suck when it comes to customer service. I am lucky that I was able to purchase my car with a small town dealer who is closeby enough that I can justify going out of town for servicing. It's the town that I grew up in and my parents still live there. Whenever the car is due for service, they pick it up from my parents house, leave a loaner, and then bring it back when it is done - they usually have no problem with me coming the following day (if it gets too late) to pick up my car and return their loaner. I am a little nervous about taking it to the high volume dealer here in Orlando (Fields) should anything go wrong, since customer service seems to be pretty much non-existent there. However, the service manager at my dealership told me that technically service centers are supposed to provide a loaner (regardless of whether you purchased the car through them or not) if the car was brought in for warranty work. It's unfortunate that your BMW experience has been unpleasant. Is there more than one dealer in your area - perhaps customer service is lacking at that particular location? If you really feel wronged, let them know, and if they don't make it right, contact BMWNA about your disappointment with service standards and consistency across the brand. If I got a pickup as my loaner, I'd soothe my disappointment with not getting a 328i loaner by going for some off-roading and dirty driving in the mud! __________________ ♥ ♥ ♥ 2012 M3 E92 SS-II ♥ ♥ ♥
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12-13-2011, 08:08 PM	#59
donovan Brigadier General 371 Rep 4,167 Posts Drives: R8 - Ford Raptor Join Date: Aug 2008 Location: National iTrader: (17)	It just seems that everyone wants to bitch about something these days, and it has nothing to directly do with there vehicles. Loads of cases poping up lol. __________________ Audi R8 v10 Ford Raptor m3e46freak@yahoo.comfor all euro parts!! ebay/craigslist verified/ m3post/e46fanantics/m3forum/zpost/bimmerforum
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12-16-2011, 10:22 AM	#60
Ateam Banned 88 Rep 1,105 Posts Drives: M3 Join Date: Sep 2011 Location: USA iTrader: (0)	Dealers are privately owned and there is absolutely NO obligation to provide a loaner to anyone actually. Often they do not provide if you did not buy from them, unless you are from out of state and obviously had no choice to buy from them etc. A lot of them do anyway, but do not think this is some obligation by them. Its still a courtesy
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12-16-2011, 04:16 PM	#61
Singletrack 4th down; 4th quarter? Renegade. 87 Rep 3,850 Posts Drives: 09 SSII E92 M3; 19 FG M5C Join Date: Aug 2008 Location: Pittsburgh, PA iTrader: (3)	I got a pickup truck one time as a loaner. It was a real piece of shit and driving it made me sad. Its tires also yelled at me whenever I tried to make them go around corners. Personally, because my appointment was setup far in advance, I thought it sucked. Should have received one of their loaner fleet, or at least a decent rental - a camry would do. Now if I have an emergency, I don't really expect to get a loaner on short notice. Huge variance dealer to dealer as far as loaner fleet, etc. goes.
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