When I sold insurance one of our friends/clients bought a new 3 series. The thing absolutely ate tires. It needed new tires after about 5k. They took it to the dealership who said something had to be wrong. BMW put new tires on it, and after a couple months they were wearing as bad as the first set. They went back to the dealer who couldn't figure out the issue.
The dealer ordered some parts and said let us keep it for a couple weeks and see if we can find the problem. Our friend got a nice 535 as a loaner. Two weeks pass with no word from the dealer. After week three our buddy got concerned and called the dealership.
"Hey this is Mr. K, just calling to check on my 3 series and see if you got the issue with tire wear worked out."
After a few seconds of quiet talking and confusion on the other end, the rep came back on the phone and said, "Mr. K are you sure you've got the right dealership? We don't have your car."
Mr. K said, "Sure you do, I've got a 535 loaner that you gave me."
"Sir, I don't see any record of your car in the last month, and I'm sure you don't have one of our courtesy cars."
After a heated exchange the rep agreed to do some checking and call back the next day. The next day they called back and informed our client that they did not have his car and he surely didn't have theirs. As his insurance office this is where we came in to the picture. Our advice was that his car was insured, give them a chance to find it... but don't take the loaner back until they have his car(this wasn't a big deal since they wouldn't acknowledge that he even had the loaner)
The shit show continued for about another week as Mr. K worked his way up the chain of command. Finally, he had given up and was looking for an attorney. Then one morning he received a call from a very apologetic service manager. The owners have several different dealerships on the same road. They have acres upon acres of different types of cars. Apparently his car was tucked away in some far corner of a service lot and forgotten. Out of the hundreds of luxury cars they have, one white 3 series blended in pretty well.
They apologize and assure him they'll fix his car in a week. They asked if he needed a courtesy car until his repairs were complete... he said, "don't worry about it, I've already got one."
When he finally picked up his car, he took back the loaner. The service dept argued with him and he had to physically walk them out to the car and show them their sticker on the back window.