I had my Explorer serviced in Feb 2009. I had normal maint done on the vehicle. When I drove off, lug nuts were missing from one of the the wheels causing the car to swerve and shake. It was raining at the time and I had marked difficulty maintaining control of the vehicle. When I drove the car back into the shop, I was informed that because driving the car without the lugs nuts caused damage to the wheel. I was informed that parts would have to be ordered and a loaner would be provided at no cost to me. I was taken to Enterprise which is on the premises. I was provided with a loaner vehicle after refusing to give my credit card! I had to argue that this was not something I caused and since my car could not be repaired for several days, I was not going to pay for anything. I was promised by the service manager and his supervisor that I would have service for the life of the vehicle. I would receive a loaner vehicle whenever I came in to have any service done to my car. Well, I should have had them put it all in writing. I could have been badly injured or worse had I lost control of the vehicle or lost the wheel. Now everyone has amnesia. I hate bringing my car there because there is nothing noted on the account of the services I was promised. Each time I visit, I have to remind someone that I am not paying for service. It should be noted and they remember once I inform them of what happened. I should not have to go through this every time I take the car in for service. I am very disappointed with the customer service from management. Once my service contract has ended I will not purchase a car from them again.