[redacted] had concerns with her vehicle shortly after deliveryHer concerns were expressed to our General Sales Manager, Shawn S***, about the vehicle not having voice command available as well as a manufacture paint defectUpon completion of paint work, we submitted a claim with Jaguar Land Rover to initiate a possible buy back since she was not 100% satisfied with the carSince the vehicle is fully operational and repaired, Land Rover did not approve the buy back but did issue an employee deal on another vehicle to help compensate the loss of value of her current EvoqueEven though Rosenthal Jaguar Land Rover has no control over the buyback decision, we understand why the client was upsetWe initiated this process knowing the client was not happy with her current car and it's unfortunate that the outcome is not what she expectedThe customer is currently in talks with our General Manager, Ogun Y [redacted] , regarding her extending her warranty out further for the inconvenience.?
Date: Fri, Dec 8, at 8:AMSubject: Re: [redacted] Rebuttal ( [redacted] )Customer has not responded to usWe brought another car in for her to trato and she didn't want to proceedShawn S
[redacted] had concerns with her vehicle shortly after deliveryHer concerns were expressed to our General Sales Manager, Shawn S***, about the vehicle not having voice command available as well as a manufacture paint defectUpon completion of paint work, we submitted a claim with Jaguar Land Rover to initiate a possible buy back since she was not 100% satisfied with the carSince the vehicle is fully operational and repaired, Land Rover did not approve the buy back but did issue an employee deal on another vehicle to help compensate the loss of value of her current EvoqueEven though Rosenthal Jaguar Land Rover has no control over the buyback decision, we understand why the client was upsetWe initiated this process knowing the client was not happy with her current car and it's unfortunate that the outcome is not what she expectedThe customer is currently in talks with our General Manager, Ogun Y [redacted] , regarding her extending her warranty out further for the inconvenience.?
Date: Fri, Dec 8, at 8:AMSubject: Re: [redacted] Rebuttal ( [redacted] )Customer has not responded to usWe brought another car in for her to trato and she didn't want to proceedShawn S
In? regards? to? the? Better? Business? Bureau? concern? for? ***? and? ***? [redacted] ? and? their? 2008? ***? ***,? I? am? not? finding? the? factual? specifics? of? that? service? visit? to? be? entirely? consistent to? the? statements? made? in? their? complaint.? I am responding to? their? comments? in? the? order? that? they? appear? in? their? complaint: **.? and? ***? [redacted] ? brought? their? 2008? ***? ***? in? to? Rosenthal? Land? Rover? on? 08/15/15? for? diagnosis? of? a? “transmission? gear? fault”? warning? message? displayed? on? the? dash.? At? the? time? the? vehicle? was? worked? on, there? were no? warning? messages? displayed? on? the? dash? and? the? vehicle? was? operating? like? normal.? There? were however,? several? historic? fault? codes? that? were? saved? in? the? vehicle’s? on-board? computer,? ***,? [redacted] ,? ***,? ***? and? ***.? The? ***? code? signified? that? the? rear? differential? actuator? mode? was most? likely? defective.? There? is? no? specific? pin point? test? to? prove? the? failure? of? that? part? beyond? actually? replacing? it? so? the? customer? was? advised? of? the? cost? to? replace? that? part.? Additionally,? it? is? our? obligation? to? report? any? other? items? that? the? technician? sees? during? his? inspection? which? in? this? case? was? front? brakes? worn? down? to? the? minimum? spec,? worn? tires? and? no? evidence? of? a? recent? maintenance? having? been? completed.? The? customer? was? given? an? estimate? for? these? items purely? from? an? informative? standpoint? but? was? in? no? way? made? to? believe? that? these? items? were? directly? related? to? the? warning? messages.? The? customer? opted? not? to? proceed? with? any? of? the? repairs? and? they? took? their? vehicle.? They? were? charged? the? minimum? diagnostic? fee? of? $137.00? plus? tax/etc? for? the? technicians’? time? spent? diagnosing? the? vehicle.? They? were? not? charged? anything? for? the? recall? that? was? completed? during? that? same? visit,? which? was? in? fact? authorized? by? the? customer? as? proven? by? their? signature? on? the? original? repair? order? write-up? containing? that? recall? descriptionOn? September? 24,? 2015,? we? received? a? report? from? Land? Rover? Corporate? who? had? just? received? a? call? from? ***? [redacted] ? lodging? a? similar? complaint? about? the? rear? differential? motor.? It? is? uncertain? at? that? time? if? they? had? been? to? [redacted] ? [redacted] ? yet? or? not.? In? response? to? that? case? with? Land? Rover? corporate,? it? was? offered? to? the? customer? to? bring? the? car? back? in? for? us? to? look? at? the? fault? codes? again? to? see? if? the? computer? had? found? anything? new.? We? offered? to? do? this? at? no? charge? and? we? offered? to? provide? a? free? loaner? car? to? the? customer.? The? Land? Rover? customer? service? agent? also? forwarded? the? file? to? Land? Rover’s? technical? supervisor? who? is? in? charge? of? the? North? American? Technical? Helpline.? He? was? able? to? log? in? to? our? server? and? pull? the? “session? files”? from? the? [redacted] ’s? last? visit? and? verify? the? fault? codes? that? were? present? at? that? time? and? he? agreed? with? our? findings? on? that? date.? He? also? offered? to? oversee? the? results? of? the? follow? up? visit? and? confirm? our? findings.? All? of? this? would? have? been? offered? to? **.? And? ***? [redacted] ? on? or? about? 09/28/15? and? is? documented? in? Land? Rover? Consumer? Affair’s? case#? [redacted] .? [Land? Rover? CRC? [redacted] ] For? whatever? reason? the? [redacted] ’s? opted? not? to? follow? through? with? the? offer? to? have? Land? Rover? engineers? oversee? the? repairs? to? their? vehicle? and? instead? took? their? vehicle? to? [redacted] ? [redacted] .? As? stated? in? their? complaint? the? fault? codes? that? [redacted] ? [redacted] ? found? on? that? visit? were? completely? different? than? the? fault? codes? that? were? found? on? the? previous? visit? at? Rosenthal? Land? Rover? so? obviously? that? would? have? rendered? a? different? course? of? action.? If? the? [redacted] ’s? were? indicating? in? their? Revdex.com? complaint? that? [redacted] ? [redacted] ? came? up? with? a? different? diagnosis? than? Rosenthal? did,? that? is? why,? completely? different? fault? codes? that? each? require? completely? different? repairs.? ? It? is? true? that? fault? code? ***? does? indicate? the? need? to? replace? the? transmission? but? at? no? point? was? that? fault? code? present? during? Rosenthal’s? diagnosis? so? there? would? have? been? no? reason? to? recommend? that? repair.? They? also? stated? in? their? complaint? that? when? they? took? the? car? for? a? second? opinion? “the? rear? differential? showed? no? leaking,? oil? was? full? and? the? sound? of? the? rear? differential? motor? seemed? fine.”? The? component? that? we? recommended? is? electrical and? it? contains? no? fluid or makes? no? sound? so? clearly? they? misunderstood? our? recommendation In? summary, they? brought? their? vehicle? in? for? diagnosis? which? was? performed? in? good? faith? and? Land? Rover? Engineering? agreed? with? the? results.? They? were? charged? the? minimum? fee? for? time? spent? working? on? a? vehicle? The? customer? was? offered? the? opportunity? to? have? the? vehicle? re-investigated? at? no? charge with? a? free? loaner? car? and? with? the? assistance? of? Land? Rover? Technical? Assistance? but? they? declined? to? follow? through? with? that? offer.The? [redacted] ’s? have? since? repaired? their? vehicle? and? are? happy? with? the? service? that? they? received? and? the? price? that? they? paidThey were not charged any additional charges other than the diagnostic fee, therefore there will be no such reimbursement