Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This did not happen 2 weeks after!!!!! It happened the day I drove the car home after picking up from the recall. REPEAT THE SAME DAY!!! 7 MILES IS ALL THERE IS ON THE ODOMETER. I could not get the car to them because 4 days later I had surgery for thyroid cancer. They know my boyfriend called them the following day (was to late on Feb 13). I have all phone records to proof that I was in contact with them, as well as hospital records to prove I went into hospital on Feb 17. They know this happened the day I picked the car up, but now they are trying to say that it happened 2 weeks later. This tells me they know they did this to my car but are going to cover it up any way they can. This is good for me because it gives me ammunition to take it forward and to keep fighting them, maybe even in the press. Now that they are making things up I know they are guilty. I will not give up!!!! REPEAT IT HAPPENED THE SAME DAY, I DROVE EXACTLY SEVEN MILES FROM THEIR SHOP BEFORE THIS HAPPENED.
Regards,
[redacted]
Re: The response to the complaint (ID# [redacted]) Dear Sir or MadamIn response to the letter dated April 08, 2015, we would like to submitthe following response.May20. 2014The tenants reported that they found a hair line crackon the wall mirror when they came back to...
the room ([redacted]). The propertymanager (Ms. [redacted]) and the maintenance personnel of Map Vision, Inc. examined the mirror wall and could not find any indication of being hit by an object as there was no sign of such. Therefore, we concluded that we could not make the tenantsbe responsible for the damage. Ms. [redacted] sentan e-mail to the ownersto inform the situation with clear picturesof the wall mirror. Their response was that they understood the situation and they concernedabout the safety of the tenants. They did not give us any instructions. (It means that the owner agreed to our conclusion.)January 22. 2015The owner (Ms. [redacted]only) came to Hawaii and stayed in [redacted] and she thanked us for our service to her unit.January 27. 2015Ms. [redacted] was asked to meet Ms. [redacted] with her friendand a listing agent for her unit. (from other real estatefirm, not Map Vision, Inc. employee) The meeting was all aboutthe damaged mirror. They started sayingthat the hair line crack must be made by the tenants and they should be responsible for the damage. In other words, their idea is Map Vision, Inc. shouldbe responsible for the cost to repair or replace the damaged wallmirror, since Map Vision, Inc. did not collect money from the tenants for the repair. They sent an estimate for the replacement of the damaged mirrorwall and they insisted that their contractorproved the damage was made by the tenants. Our interpretation for the reportis totally oppositeto the owner. Thereport says, "If stuck hard with an object you would see some chips on the surface, so don't thinkit was stuck a blow." From this statement, we assure that our conclusion about the damagedmirror was right.After this date, we have noticed that that listing agent was given a unit key by the owners to start selling her unit. While our housekeeping staff was cleaning this unit, the agent brought potential buyers to this unit. We even found out that the unit was listed inmultiple listing service of [redacted]for sale with 8 hours advance notice.
As a landlord we have to give 48 hours advance noticeto the tenants for showing. With the fact someone not from our company has access to the unit, we were very concerned
about our tenants'security. In order to protect our tenants, we had no choice but cancelling all futurereservations.We are puzzled that the owners understood and agreed to our conclusionwhen the incident happened, but later they came back to us with totallydifferent ideas.have any questions, please feel free to contact me.[redacted]PresidentMap Vision, Inc.
To whom it may concern:
We understand that the customer is fustrated that this happened to their car. We did the recall on the rear trailing arms, which are what controls the toe of the car for alignment. These's arms are
connected to the steering knuckle and the kframe in the rear of the vehicle on one side or the other depending on which side you are talking about. The recall for the rear trailing arm is asuspension
related issue. The viscous coupler is bolted to the rear differential. This would be apowertain concern. Completely separate set of bolts for each trailing arm and the viscous coupler. The two issues are unrelated it just happens that they occurred within 2weeks of each other. If it was something that we did when doing the recall it would not have taken 2weeks for the customer to notice it. After we did the recall we test drove the vehicle and nothing was wrong and then we rechecked the work to make sure everything was ok. When the vehicle left Empire Toyota it was in sound working condition.
Thanks,
[redacted]
Empire Toyota Scion
Customer Relations Manager
###-###-####
Customer Information:
[redacted]
Daytime Phone [redacted]
email [redacted]
Complaint ID: [redacted]
To whom it may concern:
In regards to the complaint that [redacted] sent...
about her 2006 Rav4, the recall that we preformed on the Rav4was a suspension recall that involved the rear trailingarms. It had nothing to do with the rear drive shaft. The customer's vehicle was out of warranty and when they were told the price of the repair to the drive shaft they did not want to do it. In order to be able to still drive the vehicle we took out the rear drive shaft since they wanted their mechanic to fix it because he was cheaper. As far as the brakes being 6-7 mm or 4-5 mm we are talking about someone visually looking at something and deterring something in mm the difference in a mm is so small that it just depends on who looks at it. The recall had nothing to do with the bolts being rusted and sheering off. As far as fixing the problem we have to problem doing to work but the customer did not want to pay for the work and the caris out of warranty and has nothing to do with the recall that we did on the car. The $77.76 that they paidto have the rear drive shaft taken off is something that they asked us to do in order for them to be able to drive the car. We are sorry that it happened to the customer but we have only done what the customer has asked us to do.
###-###-####
Sincerely,
[redacted]
Empire Toyota Scion
Business Manager
Complaint: [redacted]
I am rejecting this response because:
May 20, 2014
I and my mother think it was Map Vision's responsibility to hire the third party mirror contractor to have them examine the cause of the damaged mirror wall.
We can't agree one-sided, unfair opinion from the Map Vision’s property manager Ms. [redacted] and their maintenance personnel.
Also Ms. [redacted]’s remark was misleading that the owner agreed to Map Vision’s conclusion. We were in Japan when the mirror wall was damaged and Ms. [redacted] told us that the damaged wall mirror won’t be a problem for renting, therefore we can leave it as it was and discuss about it when we come to Hawaii.
May 22, 2015
I and my mother are Japanese nationals and we are always courteous and show appreciation to others even though we were not happy with the way of Ms. [redacted]’s handling against the damaged mirror wall issue.
May 27, 2015
I asked my friend and my listing agent to attend the meeting with Ms. [redacted] to help me with the solution for the damaged mirror wall.
When my friends and I asked Ms. [redacted] why Map Vision didn’t want to take the responsibility for the damage caused during the tenant occupancy, Ms. [redacted] told me “That case was over!” without any reasonable explanation
and she told me that the owner’s responsibility to fix the damage.
With my listing agent’s help, I hired the mirror contractor to examine the cause of the damaged wall mirror and got estimate for the replacement cost.
When we sent the mirror contractor’s report to Map Vision, they picked up only the part of the report and ignored the whole meaning.
The report stated “Mirror has a vertical crack starting from the bottom to about 1/2 way up. Cause of such breakage is normally from something heavy bumping against the mirror and flexing it.
If struck hard with an object you would see some chips on the surface where the blow was. This mirror has no chips on the surface, so don’t think it was struck a blow. “
We understood the report that the damage was happened because of something heavy object was pushed against the mirror wall and made a crack, not caused by the something struck a blow.
We had rental bookings until September 1, 2015 and we already informed Ms. [redacted] we will put our condo unit for sale by other real estate agent. After this meeting, Map Vision sent us the notice of the termination
of our rental contract and all the future bookings we had until September 1, 2015.
I and my mother were totally stressed out the situation, not only we had to pay the damaged wall mirror (at that point we didn’t know we could claim the insurance) and
lose our future rental income and the unfair treatment from Ms. [redacted] and Map Vision.
I contacted our insurance company with my friend’s help and submitted the claim for the damaged wall mirror. Recently we received the payment minus the deductible.
However, I and my mother were upset why Map Vision didn’t tell us or submitted the insurance claim for us. After all we have been paying insurance premium includes “Property Manager” and “Owner rent to others” coverage during the rental contract with Map Vision but we didn’t aware of that coverage will pay for the damage until my friend informed me.
We are totally surprised and the irresponsible manner of Map Vision.
Map Vision didn’t only protect us from the damage caused during the tenant occupancy but also they terminated our all future bookings.
No rental condo owners should go through such unpleasant event we experienced.
We want Map Vision to pay our insurance deductible of $250 and the apology of their unfair treatment to us.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This did not happen 2 weeks after!!!!! It happened the day I drove the car home after picking up from the recall. REPEAT THE SAME DAY!!! 7 MILES IS ALL THERE IS ON THE ODOMETER. I could not get the car to them because 4 days later I had surgery for thyroid cancer. They know my boyfriend called them the following day (was to late on Feb 13). I have all phone records to proof that I was in contact with them, as well as hospital records to prove I went into hospital on Feb 17. They know this happened the day I picked the car up, but now they are trying to say that it happened 2 weeks later. This tells me they know they did this to my car but are going to cover it up any way they can. This is good for me because it gives me ammunition to take it forward and to keep fighting them, maybe even in the press. Now that they are making things up I know they are guilty. I will not give up!!!! REPEAT IT HAPPENED THE SAME DAY, I DROVE EXACTLY SEVEN MILES FROM THEIR SHOP BEFORE THIS HAPPENED.
Regards,
[redacted]
Re: The response to the complaint (ID# [redacted]) Dear Sir or MadamIn response to the letter dated April 08, 2015, we would like to submitthe following response.May20. 2014The tenants reported that they found a hair line crackon the wall mirror when they came back to...
the room ([redacted]). The propertymanager (Ms. [redacted]) and the maintenance personnel of Map Vision, Inc. examined the mirror wall and could not find any indication of being hit by an object as there was no sign of such. Therefore, we concluded that we could not make the tenantsbe responsible for the damage. Ms. [redacted] sentan e-mail to the ownersto inform the situation with clear picturesof the wall mirror. Their response was that they understood the situation and they concernedabout the safety of the tenants. They did not give us any instructions. (It means that the owner agreed to our conclusion.)January 22. 2015The owner (Ms. [redacted]only) came to Hawaii and stayed in [redacted] and she thanked us for our service to her unit.January 27. 2015Ms. [redacted] was asked to meet Ms. [redacted] with her friendand a listing agent for her unit. (from other real estatefirm, not Map Vision, Inc. employee) The meeting was all aboutthe damaged mirror. They started sayingthat the hair line crack must be made by the tenants and they should be responsible for the damage. In other words, their idea is Map Vision, Inc. shouldbe responsible for the cost to repair or replace the damaged wallmirror, since Map Vision, Inc. did not collect money from the tenants for the repair. They sent an estimate for the replacement of the damaged mirrorwall and they insisted that their contractorproved the damage was made by the tenants. Our interpretation for the reportis totally oppositeto the owner. Thereport says, "If stuck hard with an object you would see some chips on the surface, so don't thinkit was stuck a blow." From this statement, we assure that our conclusion about the damagedmirror was right.After this date, we have noticed that that listing agent was given a unit key by the owners to start selling her unit. While our housekeeping staff was cleaning this unit, the agent brought potential buyers to this unit. We even found out that the unit was listed inmultiple listing service of [redacted]for sale with 8 hours advance notice.
As a landlord we have to give 48 hours advance noticeto the tenants for showing. With the fact someone not from our company has access to the unit, we were very concerned
about our tenants'security. In order to protect our tenants, we had no choice but cancelling all futurereservations.We are puzzled that the owners understood and agreed to our conclusionwhen the incident happened, but later they came back to us with totallydifferent ideas.have any questions, please feel free to contact me.[redacted]PresidentMap Vision, Inc.
To whom it may concern:
We understand that the customer is fustrated that this happened to their car. We did the recall on the rear trailing arms, which are what controls the toe of the car for alignment. These's arms are
connected to the steering knuckle and the kframe in the rear of the vehicle on one side or the other depending on which side you are talking about. The recall for the rear trailing arm is asuspension
related issue. The viscous coupler is bolted to the rear differential. This would be apowertain concern. Completely separate set of bolts for each trailing arm and the viscous coupler. The two issues are unrelated it just happens that they occurred within 2weeks of each other. If it was something that we did when doing the recall it would not have taken 2weeks for the customer to notice it. After we did the recall we test drove the vehicle and nothing was wrong and then we rechecked the work to make sure everything was ok. When the vehicle left Empire Toyota it was in sound working condition.
Thanks,
[redacted]
Empire Toyota Scion
Customer Relations Manager
###-###-####
Customer Information:
[redacted]
Daytime Phone [redacted]
email [redacted]
Complaint ID: [redacted]
To whom it may concern:
In regards to the complaint that [redacted] sent...
about her 2006 Rav4, the recall that we preformed on the Rav4was a suspension recall that involved the rear trailingarms. It had nothing to do with the rear drive shaft. The customer's vehicle was out of warranty and when they were told the price of the repair to the drive shaft they did not want to do it. In order to be able to still drive the vehicle we took out the rear drive shaft since they wanted their mechanic to fix it because he was cheaper. As far as the brakes being 6-7 mm or 4-5 mm we are talking about someone visually looking at something and deterring something in mm the difference in a mm is so small that it just depends on who looks at it. The recall had nothing to do with the bolts being rusted and sheering off. As far as fixing the problem we have to problem doing to work but the customer did not want to pay for the work and the caris out of warranty and has nothing to do with the recall that we did on the car. The $77.76 that they paidto have the rear drive shaft taken off is something that they asked us to do in order for them to be able to drive the car. We are sorry that it happened to the customer but we have only done what the customer has asked us to do.
###-###-####
Sincerely,
[redacted]
Empire Toyota Scion
Business Manager
Complaint: [redacted]
I am rejecting this response because:
May 20, 2014
I and my mother think it was Map Vision's responsibility to hire the third party mirror contractor to have them examine the cause of the damaged mirror wall.
We can't agree one-sided, unfair opinion from the Map Vision’s property manager Ms. [redacted] and their maintenance personnel.
Also Ms. [redacted]’s remark was misleading that the owner agreed to Map Vision’s conclusion. We were in Japan when the mirror wall was damaged and Ms. [redacted] told us that the damaged wall mirror won’t be a problem for renting, therefore we can leave it as it was and discuss about it when we come to Hawaii.
May 22, 2015
I and my mother are Japanese nationals and we are always courteous and show appreciation to others even though we were not happy with the way of Ms. [redacted]’s handling against the damaged mirror wall issue.
May 27, 2015
I asked my friend and my listing agent to attend the meeting with Ms. [redacted] to help me with the solution for the damaged mirror wall.
When my friends and I asked Ms. [redacted] why Map Vision didn’t want to take the responsibility for the damage caused during the tenant occupancy, Ms. [redacted] told me “That case was over!” without any reasonable explanation
and she told me that the owner’s responsibility to fix the damage.
With my listing agent’s help, I hired the mirror contractor to examine the cause of the damaged wall mirror and got estimate for the replacement cost.
When we sent the mirror contractor’s report to Map Vision, they picked up only the part of the report and ignored the whole meaning.
The report stated “Mirror has a vertical crack starting from the bottom to about 1/2 way up. Cause of such breakage is normally from something heavy bumping against the mirror and flexing it.
If struck hard with an object you would see some chips on the surface where the blow was. This mirror has no chips on the surface, so don’t think it was struck a blow. “
We understood the report that the damage was happened because of something heavy object was pushed against the mirror wall and made a crack, not caused by the something struck a blow.
We had rental bookings until September 1, 2015 and we already informed Ms. [redacted] we will put our condo unit for sale by other real estate agent. After this meeting, Map Vision sent us the notice of the termination
of our rental contract and all the future bookings we had until September 1, 2015.
I and my mother were totally stressed out the situation, not only we had to pay the damaged wall mirror (at that point we didn’t know we could claim the insurance) and
lose our future rental income and the unfair treatment from Ms. [redacted] and Map Vision.
I contacted our insurance company with my friend’s help and submitted the claim for the damaged wall mirror. Recently we received the payment minus the deductible.
However, I and my mother were upset why Map Vision didn’t tell us or submitted the insurance claim for us. After all we have been paying insurance premium includes “Property Manager” and “Owner rent to others” coverage during the rental contract with Map Vision but we didn’t aware of that coverage will pay for the damage until my friend informed me.
We are totally surprised and the irresponsible manner of Map Vision.
Map Vision didn’t only protect us from the damage caused during the tenant occupancy but also they terminated our all future bookings.
No rental condo owners should go through such unpleasant event we experienced.
We want Map Vision to pay our insurance deductible of $250 and the apology of their unfair treatment to us.
Thank you.
[redacted].
Sincerely,
[redacted]