In for service...my dealer's Service Loaners are now "Service Rentals"
08-27-15, 11:41 AM
#46
Lexus Fanatic
What is strange is that Ken Shaw looks tiny, but the dealer owns 20 acres behind the Toyota building which has at least 250-300 cars in inventory. They also have two used car buildings, one in another location across the road and one iin the back of the main facility.
Also, Ken Shaw is one of the only delaers that is still a combined Toyota/Lexus dealer that is not separate (Performance Toyota is the other, DVNL was once a combined)
Here are a couple things about Ken Shaw for those who might care:
They are one of only a few Toyota dealers that can do body shop repairs on premises.
They are the only approved Toyota/Lexus paint repair dealers in Toronto
Only CAA Approved Toyota body shops
All Drive Clean testing is done on premises (most dealers outsource).
Rare dealer where you can shop Lexus and Toyota vehicles without ever leaving the building (Performance Toyota Lexus is the other)
Toyota service and Toyota/Lexus parts open 7am-Midnight Mon-Thurs which shuttle pick up till 11:45pm. Lexus sevice open till just 6pm.
Highest rated Toyota dealer for customer service in Canada (measured by Toyota)
Only Toyota dealer that has not upgraded branding and facility to the current blueprint and Toyota is not asking them to upgrade. The Lexus part is upgrading and they might be separating from the current complex.
Last edited by Toys4RJill; 08-27-15 at 11:49 AM.
08-27-15, 01:42 PM
#47
i think part of this conversation is blown out of proportion.
let me state an experience (or multiple). way back in early 2000 when i got my first lexus (and many more throughout the years), it has always been the case that if it's just an oil change, they would ask you to wait in the waiting room for an hour or so. only work that take more than 2 hrs would be approved for loaner.
that happened to me multiple teams across at least 4 lexus dealerships.
now over the years, i have built good relationships with advisers and such, and gradually i started getting loaners for any service i have done.
so my take is, the unwritten rules have always been there and they enforce it. but it's also varies a lot according to your relationship, and it doesn't seem to be something hard for them to "make it happen"
let me state an experience (or multiple). way back in early 2000 when i got my first lexus (and many more throughout the years), it has always been the case that if it's just an oil change, they would ask you to wait in the waiting room for an hour or so. only work that take more than 2 hrs would be approved for loaner.
that happened to me multiple teams across at least 4 lexus dealerships.
now over the years, i have built good relationships with advisers and such, and gradually i started getting loaners for any service i have done.
so my take is, the unwritten rules have always been there and they enforce it. but it's also varies a lot according to your relationship, and it doesn't seem to be something hard for them to "make it happen"
08-27-15, 03:03 PM
#48
Lexus Champion
^^^ Same with my dealership.
When I bought my cars, they gave me a copy of their loaner policy, which states that a loaner will be provided for services planned to take more than 2 hours. For less than 2 hours, you can wait there, or take advantage of their shuttle service.
I am fortunate in my ability to bring my work with me, so I usually just wait there with my laptop, get work done, take advantage of the coffee, and enjoy my time away from the office.
One time I did ask them for a loaner while scheduling a service that was intended to take 90 minutes, and they happily obliged, though I really wasn't expecting them to be so willing.
When I bought my cars, they gave me a copy of their loaner policy, which states that a loaner will be provided for services planned to take more than 2 hours. For less than 2 hours, you can wait there, or take advantage of their shuttle service.
I am fortunate in my ability to bring my work with me, so I usually just wait there with my laptop, get work done, take advantage of the coffee, and enjoy my time away from the office.
One time I did ask them for a loaner while scheduling a service that was intended to take 90 minutes, and they happily obliged, though I really wasn't expecting them to be so willing.
08-27-15, 04:09 PM
#49
Lexus Fanatic
Thread Starter
In for service...my dealer's Service Loaners are now "Service Rentals"
So...picked up the LS, no charge. It was after 5 unfortunately so the managers were all gone, but I asked my SA whether they were going to start charging for loaners and he said that he had not heard anything about that, but he hadn't noticed the change in the wording of the stickers on the back of the vehicles either. He said they started putting a rate on the loaner sheet to try and get people to return their loners in a more timely fashion which is an issue apparently.
I don't doubt his sincerity, but my guess is that this is a policy at this dealer that is going to change. Otherwise why change the terminology on the back of the vehicles?
Another thing I noticed, the general managers office had his name on the glass, I noticed his name is gone. He had been there forever. I bet there's a new GM...
I don't doubt his sincerity, but my guess is that this is a policy at this dealer that is going to change. Otherwise why change the terminology on the back of the vehicles?
Another thing I noticed, the general managers office had his name on the glass, I noticed his name is gone. He had been there forever. I bet there's a new GM...
08-27-15, 04:59 PM
#51
So...picked up the LS, no charge. It was after 5 unfortunately so the managers were all gone, but I asked my SA whether they were going to start charging for loaners and he said that he had not heard anything about that, but he hadn't noticed the change in the wording of the stickers on the back of the vehicles either. He said they started putting a rate on the loaner sheet to try and get people to return their loners in a more timely fashion which is an issue apparently.
I don't doubt his sincerity, but my guess is that this is a policy at this dealer that is going to change. Otherwise why change the terminology on the back of the vehicles?
Another thing I noticed, the general managers office had his name on the glass, I noticed his name is gone. He had been there forever. I bet there's a new GM...
I don't doubt his sincerity, but my guess is that this is a policy at this dealer that is going to change. Otherwise why change the terminology on the back of the vehicles?
Another thing I noticed, the general managers office had his name on the glass, I noticed his name is gone. He had been there forever. I bet there's a new GM...
Regardless of the verbiage (loaner/rental), there was no charge to you.
08-27-15, 05:06 PM
#52
Lexus Fanatic
Thread Starter
There has to be some reason after 25 years of calling them "loaners", something that implies a cost free courtesy, making the change to calling them "rentals', something that someone pays to use. And to go to the trouble of scraping off all the old ones that say "loaner" and changing it to "rental". Why would they do that if there wasn't going to be some sort of change in how they view loaner cars?
We'll see as time goes on. My guess is at some point though I'm going to roll in there and they're going to want me to pay for a loaner car.
Originally Posted by LexsCTJill
There is some lonaer info on their website. No loaner for oil change or any service under one hour. $55 for any vehicle that is returned late.
BTW, before we were talking about a oil change cost. At this dealer the "summer oil change special" is $173. Thats for a conventional oil change...not synthetic. Like I said, would be insane to pay that price and not get a loaner for the day.
Last edited by SW17LS; 08-27-15 at 05:20 PM.
08-27-15, 05:47 PM
#53
i think part of this conversation is blown out of proportion.
let me state an experience (or multiple). way back in early 2000 when i got my first lexus (and many more throughout the years), it has always been the case that if it's just an oil change, they would ask you to wait in the waiting room for an hour or so. only work that take more than 2 hrs would be approved for loaner.
that happened to me multiple teams across at least 4 lexus dealerships.
now over the years, i have built good relationships with advisers and such, and gradually i started getting loaners for any service i have done.
so my take is, the unwritten rules have always been there and they enforce it. but it's also varies a lot according to your relationship, and it doesn't seem to be something hard for them to "make it happen"
let me state an experience (or multiple). way back in early 2000 when i got my first lexus (and many more throughout the years), it has always been the case that if it's just an oil change, they would ask you to wait in the waiting room for an hour or so. only work that take more than 2 hrs would be approved for loaner.
that happened to me multiple teams across at least 4 lexus dealerships.
now over the years, i have built good relationships with advisers and such, and gradually i started getting loaners for any service i have done.
so my take is, the unwritten rules have always been there and they enforce it. but it's also varies a lot according to your relationship, and it doesn't seem to be something hard for them to "make it happen"
08-27-15, 06:10 PM
#54
Lexus Fanatic
Thread Starter
In for service...my dealer's Service Loaners are now "Service Rentals"
If something happens with the loaner, you're insured.
I'd rather spend my time off with my family personally. Especially if I'm paying those prices for the convenience of having the loaner.
I'd rather spend my time off with my family personally. Especially if I'm paying those prices for the convenience of having the loaner.
08-27-15, 06:28 PM
#55
So...picked up the LS, no charge. It was after 5 unfortunately so the managers were all gone, but I asked my SA whether they were going to start charging for loaners and he said that he had not heard anything about that, but he hadn't noticed the change in the wording of the stickers on the back of the vehicles either. He said they started putting a rate on the loaner sheet to try and get people to return their loners in a more timely fashion which is an issue apparently.
I don't doubt his sincerity, but my guess is that this is a policy at this dealer that is going to change. Otherwise why change the terminology on the back of the vehicles?
Another thing I noticed, the general managers office had his name on the glass, I noticed his name is gone. He had been there forever. I bet there's a new GM...
I don't doubt his sincerity, but my guess is that this is a policy at this dealer that is going to change. Otherwise why change the terminology on the back of the vehicles?
Another thing I noticed, the general managers office had his name on the glass, I noticed his name is gone. He had been there forever. I bet there's a new GM...
08-27-15, 06:29 PM
#56
Lexus Fanatic
Thread Starter
In for service...my dealer's Service Loaners are now "Service Rentals"
Originally Posted by spwolf
you didnt actually get charged, so I think you should enjoy your life more and not get stressed over things like change of wording on the back of loaner vehicles :-).
08-27-15, 07:32 PM
#57
Lexus Fanatic
You've completely missed the point. Again...the point of this thread is not the verbiage of "loaner" vs "rental". The point was weather or not my dealership is going to start charging for loaner cars where they haven't in the past. They could call it a billygoat for all I care as long as its included in the service.
There has to be some reason after 25 years of calling them "loaners", something that implies a cost free courtesy, making the change to calling them "rentals', something that someone pays to use. And to go to the trouble of scraping off all the old ones that say "loaner" and changing it to "rental". Why would they do that if there wasn't going to be some sort of change in how they view loaner cars?
We'll see as time goes on. My guess is at some point though I'm going to roll in there and they're going to want me to pay for a loaner car.
They've always said that, but the reality always has been the loaner is always free, for any service. At least thats how it always has been for me. Still is that way as of now, but we will see.
BTW, before we were talking about a oil change cost. At this dealer the "summer oil change special" is $173. Thats for a conventional oil change...not synthetic. Like I said, would be insane to pay that price and not get a loaner for the day.
There has to be some reason after 25 years of calling them "loaners", something that implies a cost free courtesy, making the change to calling them "rentals', something that someone pays to use. And to go to the trouble of scraping off all the old ones that say "loaner" and changing it to "rental". Why would they do that if there wasn't going to be some sort of change in how they view loaner cars?
We'll see as time goes on. My guess is at some point though I'm going to roll in there and they're going to want me to pay for a loaner car.
They've always said that, but the reality always has been the loaner is always free, for any service. At least thats how it always has been for me. Still is that way as of now, but we will see.
BTW, before we were talking about a oil change cost. At this dealer the "summer oil change special" is $173. Thats for a conventional oil change...not synthetic. Like I said, would be insane to pay that price and not get a loaner for the day.
My Corolla gets a $55 oil change at a Toyota dealer, I could probably try to save $25 by getting it done at Canadian Tire or even cheaper in Rochester on the weekends. But honestly, I have no issues paying extra, I like the dealer I go to, I am entitled to a loaner becuase of all the cars I have bought and my fmaily too but I just get a shuttle drive back to my office. Or sometimes I just browse the lot and show room and look at the cars.
08-27-15, 07:54 PM
#58
Lexus Fanatic
Thread Starter
In for service...my dealer's Service Loaners are now "Service Rentals"
I have no problem paying it within reason, as long as it stays as convenient as it is.
08-28-15, 05:50 AM
#59
08-28-15, 06:02 AM
#60
Lexus Fanatic
Thread Starter
I'm not buying it. We'll see as time goes on.
It could be that billing for a loaner and then comping that charge generates some sort of a loss that is deductible...but I sill guess that at some point they're going to start charging for services below a certain price point and time limit.
It could be that billing for a loaner and then comping that charge generates some sort of a loss that is deductible...but I sill guess that at some point they're going to start charging for services below a certain price point and time limit.