Camelot Apartments

The vehicle has been diagnosed and repaired pursuant to instructions from Land Rover and using Land Rover technical informationWe strive for our client's to always have confidence in their vehicles a take every reasonable measure possible to ensure their vehicle is repaired properly and safely Unfortunately, all vehicle diagnostic repair paths have one of two prerequisites: 1) The vehicle communicates a fault in the system that we can pursue, or 2) We are able to duplicate the condition in the shop and take measures to remedy itIn the case of this vehicle, neither one of the two abovementioned situations exist The vehicle is not registering a repairable fault, nor can we duplicate the complaint We have driven the vehicle over miles on the last visit alone, without a single malfunction regarding her complaint If we don't have a fault in the vehicle and we cannot duplicate the concern, we cannot pursue a repair Regarding this customer's concerns about the initial diagnoses, I am unable to verify the daily miles driven on previous repairs at this time However, I can say with confidence that the nature of her complaint and the described concerns should not be affected by not driving the vehicle daily The systems that control her complaint do not store data regarding how frequently the vehicle is being driven from a daily aspect I understand this to be her observation, but it should not be the caseI regret the feelings the customer has regarding our diagnostic repair path and related concerns with our processes I can assure the client and all related parties that we have followed all applicable Land Rover diagnostic paths Our only hope would be that if the concern persists, it will be with enough frequency to duplicate and repair the concern Without that data, we will not be able to properly repair the vehicle

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolvedThis compliant has been handled thank you Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below In response to the two prerequisites required by Land Rover San Diego to diagnose and fix the vehicle: 1) The vehicle communicates a fault in the system Land Rover San Diego was able to read the fault error the first time I brought in the vehicle in August as provided in the invoice However, they have not been able to read the fault message since This makes me question their honesty and integrity I have also provided a photo previously of the vehicle's dashboard showing the error message in December 2) We are able to duplicate the condition in the shop I have told the service advisor, [redacted] (several times) and the fixed operations director, [redacted] that the vehicle needs to be driven at least miles per day, everyday and the error will occur within one to three days If the vehicle sits for just one day, it could take over a week of driving it miles per day before it has suspension problems After the third time I brought it in [redacted] told me that they do not have time to drive it that often Had they done this in the beginning, they would not have had to drive it over miles intermittently with no results If you look at how long they have kept the vehicle and how many miles they have driven it, they are probably averaging about miles per day That is not enough driving for the error to reproduce Please note on previous documents I have submitted, that I complained about this in the last invoice when I picked up my vehicle in December My most recent error message was on January 20, I am currently not driving the vehicle as much, so I am not having suspension problems as often as in previous monthsSincerely, [redacted] Regards, [redacted]

To respond to the original customer concerns 1) The first time she brought the vehicle in on the August visit, we were able to pull a code for a suspension ride height sensor That said, on that visit all sensors passed every test we performed on them to Land Rover specifications Considering all repairs are being done at the expense of the owner, we did not want to pursue a repair on a part we could not verify was faulty or verify that it repaired her concern So we recalibrated her suspension system, as that fault can be registered erroneously in the case of a ride height issue and a recalibration can fix it To my knowledge, that code has not returned, as it is not noted on subsequent visits to the dealership We only want to perform repairs on the vehicle where we can verify a fault and that the replacement of a part will result in a positive outcome for the client, particularly when the repair is at their expense 2) Based on her concern, the frequency of driving should not be a rel***t factor in the duplication of her concern, i.enumber of miles driven per day for specific days As aforementioned, on her last visit we drove this vehicle over miles, through a myriad of conditions, and we could not duplicate the concern This was all done at no charge to the client At this point I can only propose three actions of remediation: 1) Bring the vehicle back to us, with the understanding that if we cannot verify a fault or duplicate the concern, it will be difficult and unlikely to perform an effective repair on the vehicle2) I am happy to refer the client to our used car department, who can provide a purchase price they are willing to pay for the vehicle Note: This will be independent of the service department 3) If she has specific concerns about our service department or our diagnostic path, I can provide all repair notes, etc...to a repair facility of her choice to give this vehicle an independent look outside of our dealership My recommendation would be the other Land Rover dealership if she would like a second opinion or independent review or our repairs They are owned by a different organization and are not affiliated with us beyond sharing the same franchised brand of vehicles Please let me know and I can take action accordingly

Revdex.com PO Box Dupont, WA Complaint ID # [redacted] Re: [redacted] I am writing in response to the complaint that you received from the above referenced individual who purports to be a previous resident of Camelot ApartmentsIt is my understanding that they are disputing to a charge for having their carpets replaced upon move outPlease know that with every move out that occurs here at Camelot Apartments we perform a thorough move out inspection using the same form that was utilized at their move inIt is important that we have the checklist they filled out with us during their initial walk thru to note the move in condition of the home to compare with the move out inspectionAs for the carpet when purchased and installed it should sustain a year life cycleWhen there is damage such as stains, burns, or holes in the carpeting, we are unable to have the carpet cleaned and it is replacedI then pull the original installation date and pro­ rate the charge to the resident as necessaryIf the carpet is older than years, there is no charge to the resident who is vacatingI am unsure why/if the response that they received when contacting the office was that we replaced just because it was oldI would have sent a form for the assessment of the carpet by a professional carpet cleaning company and my maintenance supervisor along with the move out to show why we would need to replace itHad I spoken personally with the complainant, I would have advised as such with details for the replacementI am confident that all of my associates would have directed any calls to me in regards to move out charges, as either my Assistant Manager or I are the only ones that handle the processing of move out chargesIf I could be provided with specific information, ie: the apartment number and/or the name of the resident I can address this more specificallyPlease note that the name listed under Customer Information does not show as having ever lived at Camelot ApartmentsPlease let me know if I may provide further assistance in resolving this matter

Spoke to customer and provided breakdown of recommendations and diagnostic codes from previous and current visits Offered a discount and apology for previous miscommunications and concerns Customer is satisfied with dealer response at this time...he is currently pursuing with Land Rover North America (LRNA) as he has found information online regarding these repairs and believes it should be a component they provide him some assistance on It is currently under review with LRNA and we expect a decision by 5/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Who exactly from Land Rover made this statement?
I do not accept because no numbers have been provided to me from the dealership
I still call and leave messages every few days with no return phone calls from Shannon Bain or John cabanaugh or Scott Weston at the delearship

Complaint: *** I am rejecting this response because: I *** *** Faxed the document to youI don't understand why you sent it back to me and as you can see on the cover letter, it shows the move out inspection was faxed by me to you guysI faxed it to you so you guys can see that upon move-out, Camelot haven't marked that I damaged anything other than the carpet was old and needed to be replacedSincerely, *** ***

The vehicle has been diagnosed and repaired pursuant to instructions from Land Rover and using Land Rover technical information. We strive for our client's to always have confidence in their vehicles a take every reasonable measure possible to ensure their vehicle is repaired properly and safely.  Unfortunately, all vehicle diagnostic repair paths have one of two prerequisites: 1) The vehicle communicates a fault in the system that we can pursue, or 2) We are able to duplicate the condition in the shop and take measures to remedy it.
In the case of this vehicle, neither one of the two abovementioned situations exist.  The vehicle is not registering a repairable fault, nor can we duplicate the complaint.  We have driven the vehicle over 300 miles on the last visit alone, without a single malfunction regarding her complaint.  If we don't have a fault in the vehicle and we cannot duplicate the concern, we cannot pursue a repair. 
Regarding this customer's concerns about the initial diagnoses, I am unable to verify the daily miles driven on previous repairs at this time.  However, I can say with confidence that the nature of her complaint and the described concerns should not be affected by not driving the vehicle daily.  The systems that control her complaint do not store data regarding how frequently the vehicle is being driven from a daily aspect.  I understand this to be her observation, but it should not be the case.
I regret the feelings the customer has regarding our diagnostic repair path and related concerns with our processes.  I can assure the client and all related parties that we have followed all applicable Land Rover diagnostic paths.  Our only hope would be that if the concern persists, it will be with enough frequency to duplicate and repair the concern.  Without that data, we will not be able to properly repair the vehicle.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In response to the two prerequisites required by Land Rover San Diego to diagnose and fix the vehicle:
  1)  The vehicle communicates a fault in the system 
  Land Rover San Diego was able to read the fault error the first time I brought in the vehicle in August as provided in the invoice.  However, they have not been able to read the fault message since.  This makes me question their honesty and integrity.  I have also provided a photo previously of the vehicle's dashboard showing the error message in December 2016.
  2)  We are able to duplicate the condition in the shop
  I have told the service advisor, [redacted] (several times) and the fixed operations director, [redacted] that the vehicle needs to be driven at least 25 miles per day, everyday and the error will occur within one to three days.  If the vehicle sits for just one day, it could take over a week of driving it 25 miles per day before it has suspension problems.    After the third time I brought it in [redacted] told me that they do not have time to drive it that often.  Had they done this in the beginning, they would not have had to drive it over 300 miles intermittently with no results.  If you look at how long they have kept the vehicle and how many miles they have driven it,  they are probably averaging about 5 miles per day.  That is not enough driving for the error to reproduce.  Please note on previous documents I have submitted, that I complained about this in the last invoice when I picked up my vehicle in December.  
 
My most recent error message was on January 20, 2017.  I am currently not driving the vehicle as much, so I am not having suspension problems as often as in previous months.
Sincerely,
[redacted]
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:  I'm disputing the carpet replacement charge because I never damaged the carpet and per the move out sheet, no damage is noted like stains, burns or holes. The move out sheet states that the carpet is old and needs replacement, that should be normal and wear and tear. I should not be responsible for replacement.The 7years life cycle of the carpet usage should be part of normal business activity. There  should not be a charge to replace it. I talked with the property manager( Colleen)  in person and she told me that I'm being charged to replace the carpet because it was old, NOT because it was damaged. She also told me she prefers to wash the carpet but it was old and couldn't be washed and so it needed replacement.It's very sad that the property Manager states that there is no record of me living at Camelot Apartments. I lived there for 2 years paying my rent and utilities using my debit card every month. Since I moved out, they have sent me 2 bills asking for 820.35.   If they have no record of me living at Camelot Apartments, why are they sending me the bills rather that sending my deposit back minus normal cleaning fee? Here is the information they are requesting: Name: [redacted]- Apartment [redacted].Sincerely,[redacted]

Revdex.com PO Box 1000 Dupont, WA 98327 Complaint ID #[redacted] Re: [redacted] I am writing in response to the complaint that you received from the above referenced individual who purports to be a previous resident of Camelot Apartments. It is my understanding that they are disputing to...

a charge for having their carpets replaced upon move out. Please know that with every move out that occurs here at Camelot Apartments we perform a thorough move out inspection using the same form that was utilized at their move in. It is important that we have the checklist they filled out with us during their initial walk thru to note the move in condition of the home to compare with the move out inspection. As for the carpet when purchased and installed it should sustain a 7 year life cycle. When there is damage such as stains, burns, or holes in the carpeting, we are unable to have the carpet cleaned and it is replaced. I then pull the original installation date and pro­ rate the charge to the resident as necessary. If the carpet is older than 7 years, there is no charge to the resident who is vacating. I am unsure why/if the response that they received when contacting the office was that we replaced just because it was old. I would have sent a form for the assessment of the carpet by a professional carpet cleaning company and my maintenance supervisor along with the move out to show why we would need to replace it. Had I spoken personally with the complainant, I would have advised as such with details for the replacement. I am confident that all of my associates would have directed any calls to me in regards to move out charges, as either my Assistant Manager or I are the only ones that handle the processing of move out charges. If I could be provided with specific information, ie: the apartment number and/or the name of the resident I can address this more specifically. Please note that the name listed under Customer Information does not show as having ever lived at Camelot Apartments. Please let me know if I may provide further assistance in resolving this matter.

We have been in discussions with this customer during the past month and have agreed to address his concerns as follows:   Land Rover San Diego will reimburse Mr [redacted] for wheel...

repair based on the quote that he provided from his local Land Rover dealer in Illinois.  Also, Land Rover San Diego will reimburse Mr [redacted] for the additional registration fees and penalties that resulted from the registration of his vehicle with the State of Illinois based on the documentation that he provided us.  We are still waiting to hear back from Mr [redacted] to finalize the agreement.
Thanks.

May 29,2015 Revdex.com PO Box 1000 Dupont, WA 98327 Complaint [redacted] Re: [redacted] Thank you for providing the apartment number in the above referenced account. I did obtain [redacted] move out information by using the apartment number. I am unsure as to why I was unable to use his name, for that I apologize. I do have to dispute that he talked with me regarding the charges and I told him it was old. I would never use that terminology with a previous resident unless it was over 7 years old and I was replacing with no cost to them. I would have stated that the reason there is nothing on the inspection sheet regarding carpet is due to the fact that I have the actual carpet cleaning company come and do the inspections with us. I also would have advised him that I prefer to clean the carpets when I can as it is a much lower cost for both of us. When the carpet cleaning company advises me that I need to replace it, it is no benefit to them as they don't handle replacing the carpet and therefore would lose out on that apartment. This is why I trust that they are inspecting the carpet fully. As stated previously the carpet would need to be replaced if there are stains, burns, or holes in the carpet. And once again we take the age of the carpet and prorate the charges based on the life of it. I understand the need to have confirmation of a valid charge by any of my previous residents that have them, and are always willing to sit down and go over them. However, I will say that this is a valid charge and I am unable to make any adjustments at this time.

Spoke to customer and provided breakdown of recommendations and diagnostic codes from previous and current visits.  Offered...

a discount and apology for previous miscommunications and concerns.   
Customer is satisfied with dealer response at this time...he is currently pursuing with Land Rover North America (LRNA) as he has found information online regarding these repairs and believes it should be a component they provide him some assistance on.  It is currently under review with LRNA and we expect a decision by 5/18.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.In response to the dealership driving the vehicle more than 300 miles and them not being able to duplicate the problem, this is true.  However, this is in a 4 month period, in which they have mostly let the vehicle sit in their shop for three and a half week periods for the four times that I have brought in the vehicle in since August.  The last two times that I brought my vehicle to the shop (November 9, 2016 and December 9, 2016) I told [redacted] that the vehicle needs to be driven everyday, about 25 miles/day so that the error will occur.  On December 9, 2016 I hand wrote that this request was not honored before signing and handing the invoice to them.  See image 393.   It has been my experience that when the vehicle sits for one day, the error will not occur until 4 to 5 days afterwards.  I also told this to the service manager on December 8, 2016.  Had the dealership drove the vehicle 25 miles/day starting when they received it, I sincerely believe that the error would have occurred for them in less than a week.
On November 10, 2016 I spoke to [redacted] at Land Rover Headquarters.  He told me he would look into the issue and get back to me on Tuesday.  He never did and quite frankly he seemed to be more concerned about a law suit, than fixing the vehicle.
It is true that I have not contacted the dealership since picking up my vehicle on December 9, 2016.  However, after bringing in my vehicle four times, them keeping it for almost 4 weeks at a time and they are still not taking this issue seriously, what is the point of me contacting them until this is resolved through Revdex.com.  Image 292 shows the vehicle registering an error on December 12, 2016.  There have been two other times that an error has been registered including today.  Image 289 shows the drivers back tire top under the rim and image 286 shows the passenger back tire top with a few inches away from the top of the rim.  Both images 289 and 286 were taken on December 15, 2016, minutes apart.  When the tires go down, it does not always register an error on the vehicle.  It mostly only registers an error when I am on the highway.  I also have a video, which I showed Mr. [redacted] on November 9, 2016, where a ticking sound is heard from the driver, back tire.  I can also forward the video to you as well.
It is very dangerous to drive on highways when the car is bouncing all around and I have to pull over on the side of the highway to restart the engine.  I don't know if they just don't take safety issues seriously, selectively treat customers badly, or are just incompetent.  I also want to note that although they have not been able to reproduce the computer error, they should be able to verify that the error message is being triggered when I'm driving it.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
This compliant has been handled
thank you
Regards,
[redacted]

The service manager and shop foreman performed an extensive road test of more than 300 miles to attempt to duplicate the concern. The customer stated their issue occurred within 40 miles of picking their vehicle up. After driving the vehicle we never duplicated the customer concern and released...

the vehicle back to the customer. Ms. [redacted] has reached out to Land Rover North America and created a customer care case. We have not heard back from the customer of any issues since picking up on 12/09/16.

To respond to the original customer concerns.
 
1) The first time she brought the vehicle in on the August visit, we were able to pull a code for a suspension ride height sensor.  That said, on that visit all sensors passed every test we performed on them to Land Rover specifications.  Considering all repairs are being done at the expense of the owner, we did not want to pursue a repair on a part we could not verify was faulty or verify that it repaired her concern.  So we recalibrated her suspension system, as that fault can be registered erroneously in the case of a ride height issue and a recalibration can fix it.  To my knowledge, that code has not returned, as it is not noted on subsequent visits to the dealership.  We only want to perform repairs on the vehicle where we can verify a fault and that the replacement of a part will result in a positive outcome for the client, particularly when the repair is at their expense.
 
2) Based on her concern, the frequency of driving should not be a rel[redacted]t factor in the duplication of her concern, i.e. number of miles driven per day for specific days.  As aforementioned, on her last visit we drove this vehicle over 300 miles, through a myriad of conditions, and we could not duplicate the concern.  This was all done at no charge to the client.
 
At this point I can only propose three actions of remediation:
1) Bring the vehicle back to us, with the understanding that if we cannot verify a fault or duplicate the concern, it will be difficult and unlikely to perform an effective repair on the vehicle.
2) I am happy to refer the client to our used car department, who can provide a purchase price they are willing to pay for the vehicle.  Note: This will be independent of the service department. 
3) If she has specific concerns about our service department or our diagnostic path, I can provide all repair notes, etc...to a repair facility of her choice to give this vehicle an independent look outside of our dealership.  My recommendation would be the other Land Rover dealership if she would like a second opinion or independent review or our repairs.  They are owned by a different organization and are not affiliated with us beyond sharing the same franchised brand of vehicles.
 
Please let me know and I can take action accordingly.