Dealing with car maintenance and repairs can be a significant inconvenience, especially when it involves a luxury vehicle like a Lincoln. The expectation is that premium brands offer a premium service experience, often including a seamless loaner car program. However, as one Lincoln owner discovered, the reality can sometimes fall drastically short of this expectation, turning a routine service appointment into a multi-day ordeal filled with frustration and disappointment.
This Lincoln owner took their relatively new MKT to the dealership for a scheduled service, anticipating a straightforward experience. The service was intended to address a few minor issues: a routine oil change, a rattle in the instrument cluster, a squeaking driver’s side window, and a malfunctioning oil life indicator that had been problematic since the vehicle’s purchase. An appointment was made a week in advance, seemingly setting the stage for an organized and efficient service visit.
However, the initial signs of trouble appeared almost immediately. Despite scheduling the appointment online, there was no proactive communication from the dealership. A follow-up call was necessary just to confirm the appointment details. What was initially expected to be a single-day service, with a convenient ride to work, quickly escalated into a three-day saga. The dealership cited parts delays for the extended timeframe and arranged a rental car as a temporary solution.
This is where the “loaner car program” experience truly went awry. Instead of a comparable vehicle, the owner was provided with a deeply unsatisfactory Chevy HHR from Enterprise. The rental car was dirty, had an almost empty fuel tank, and struggled to maintain highway speeds. This initial rental experience was far from the premium service expected from a luxury brand’s loaner program.
The situation deteriorated further when the rental car itself became a major problem. After being informed that the Lincoln would not be ready for a second day, the owner continued using the rental. Tragically, just two miles from home, the Chevy HHR overheated, warning lights blared, and steam poured from under the hood. Moments later, flames erupted from the engine compartment, necessitating a call to 911 and the fire department. This rental car, intended as a temporary convenience under the Lincoln Loaner Car Program, had turned into a dangerous liability.
A second rental HHR was provided, thankfully without the fire hazard, but the entire experience had become a comedy of errors. To add insult to injury, Enterprise, the rental company, reportedly intended to file an insurance claim for the fire-damaged vehicle, further entangling the Lincoln owner in bureaucratic processes stemming from a simple service appointment.
The owner’s frustration is palpable. The initial service visit, intended to fix minor issues and provide routine maintenance, transformed into a multi-day ordeal compounded by a dangerous and unreliable rental car experience. The dealership’s lack of communication, the extended service time, and the abysmal quality of the loaner car all contributed to a deeply negative perception of the Lincoln service experience.
This experience raises serious questions about Lincoln’s ability to compete in the near-luxury market. For a brand striving to deliver a premium experience, the service aspect is crucial. A poorly executed loaner car program, or in this case, a disastrous rental car experience, can severely undermine customer satisfaction and brand loyalty. For this Lincoln owner, a loyal Ford enthusiast, the ordeal has significantly diminished their wife’s pride of ownership, pushing her to reconsider their Lincoln purchase altogether. This narrative serves as a stark reminder of how critical a well-functioning and customer-centric service and loaner car program is for luxury automotive brands like Lincoln. Delivering on the promise of a premium experience must extend beyond the vehicle itself and encompass every aspect of the ownership journey, including service and support.
