S & C Pets

The service manager and shop foreman performed an extensive road test of more than miles to attempt to duplicate the concernThe customer stated their issue occurred within miles of picking their vehicle upAfter driving the vehicle we never duplicated the customer concern and released the vehicle back to the customerMs [redacted] has reached out to Land Rover North America and created a customer care caseWe have not heard back from the customer of any issues since picking up on 12/09/

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 months.Sincerely, [redacted] Regards, [redacted]

We have returned Mr [redacted] ’s vehicle to him with the appropriate repairs and satisfied his requestsWe had asked, and he communicated to us that he would, contact the Revdex.com and close the complaint as appropriately resolved

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 [redacted] 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 dealershipi 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

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
In response to the dealership driving the vehicle more than miles and them not being able to duplicate the problem, this is true However, this is in a 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, and December 9, 2016) I told *** *** that the vehicle needs to be driven everyday, about miles/day so that the error will occur On December 9, I hand wrote that this request was not honored before signing and handing the invoice to them See image It has been my experience that when the vehicle sits for one day, the error will not occur until to days afterwards I also told this to the service manager on December 8, Had the dealership drove the vehicle 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, I spoke to *** 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, However, after bringing in my vehicle four times, them keeping it for almost 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 shows the vehicle registering an error on December 12, There have been two other times that an error has been registered including today Image shows the drivers back tire top under the rim and image shows the passenger back tire top with a few inches away from the top of the rim Both images and 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*** 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,
*** ***

The service manager and shop foreman performed an extensive road test of more than miles to attempt to duplicate the concernThe customer stated their issue occurred within miles of picking their vehicle upAfter driving the vehicle we never duplicated the customer concern and released the
vehicle back to the customerMs*** has reached out to Land Rover North America and created a customer care caseWe have not heard back from the customer of any issues since picking up on 12/09/

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 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

Our response to case ***, customer *** ***. We reached out to the customer and reviewed her history and previous repairs. We have agreed to piher vehicle in *** and deliver her a loaner vehicle while her vehicle is in for repair. We will diagnose the
concern with the coolant leak and proceed from that point.The date of piis currently scheduled for Saturday, February 10th. We will endeavor to facilitate an accurate repair that should rectify her coolant loss concern. I also offered her an apology for her repeated visits and any miscommunication on behalf of the dealership. I believe this addresses both of the “Desired Settlement” areas the customer noted. We will update you post-repair. Best Regards,
*** *** *** *** ***

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.

We have returned Mr. [redacted]’s vehicle to him with the appropriate repairs and satisfied his requests. We had asked, and he communicated to us that he would, contact the Revdex.com and close the complaint as appropriately resolved.

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.
Who exactly from Land Rover made this statement?i do not accept because no numbers have been provided to me from the dealershipi 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

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 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 handledthank 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 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]