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Did you make an appointment for your service? I've not ever been denied a loaner when I make an appointment, but it may be they need the advance notice to make sure they have a loaner available. It may also be that they provide loaners for scheduled service, but not for other kinds of service...I don't know.
On the two occasions I just stopped in thinking maybe I'd have them do fix a minor thing, they've not had loaners available.
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Cheers,
Tony 
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'07, e92 335i, Sparkling Graphite, Coral Leather, Aluminum, 6-speed
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