Complaint Review: Land Rover Richmond Virginia - Midlothian Virginia

I purchased the vehicle while serving overseas on active duty in the U.S. Marine Corps by way of a special power of attorney granting my father purchasing power. August 21, 2008, my father purchased the 2004 Discovery SE from Land Rover Richmond, 11670 Midlothian Turnpike, Midlothian, Virginia, 23113, with my legal permission. Prior to purchasing the vehicle I spoke with the sales representatives over the telephone and explained to them my need for a dependable vehicle, as upon returning to the U.S. I was getting married and separating from the Marine Corps to pursue my bachelor's degree. During the remainder of my time overseas the vehicle was minimally driven, only enough to allow the fluids to circulate and engine to warm. Shortly after my parents got my vehicle to our home in Roanoke the service engine light came on. 

When I returned the U.S., and to my parents home, I picked up my vehicle and took it in for servicing. 

For servicing I took my vehicle to Land Rover Roanoke, 5000 Franklin Road S.W., Roanoke, Virginia, 24014, to have the service engine codes read and the oil changed, which totaled $107.61.  I was given a rundown of the issues by the service manager at the time, Derrick Michael, and it was explained to me that coolant was leaking from the radiator and heads and had corroded my ignition wires. There were misfires in cylinder number four and the plug wire was also found to be corroded. After speaking in length with him about the issue and my available recourse he explained that this was almost definitely a pre-existing problem.  Red flags began to wave in my mind since the Land Rover dealership in Richmond dodged my attempts to have the vehicle certified, diverting my request to some arbitrary reason. It was explained to me at Land Rover Roanoke that to repair this issue would involve a complete replacement of the head gasket, ignition wires and spark plugs. 

At that date I had to decline repairs so I could arrange my finances, since I was told it would be costly. 

My plans for moving to California [from Virginia] that week, so I could be with my soon-to-be wife, necessitated the repairs so I bit the financial bullet and underwent the service recommended by the Land Rover certified technicians. The services performed totaled $2205.24 and consisted of replacing the ignition wires, head gaskets, spark plugs and water pump gasket (plus a few basic parts). This work was performed and completed April 2, 2009, and would be under the Land Rover parts and service warranty through April 1, 2010, according to the service manager. Initially all service engine lights disappeared from the dash display. The entire drive across the country I remained extremely vigilant to engine noises, fluid levels and avoided prolonged periods of driving to prevent overheating. 

Almost the exact day I arrived in California the service engine light re-lit in the instrument panel.

As a result I took it to my nearest LR service location in Mission Viejo, CA, to have to codes read. They recommended a multipoint inspection which I agreed to, which totaled $135.00. Once the service was complete I was told by a service advisor, Edward Testa, that when hooked up the codes read a misfire in cylinder number four (just like before the repairs were done in Virginia) and that they found traces of coolant on the corresponding plug wire (which leads to corrosion identical to the problems found prior to servicing). They then performed a battery of tests which highlighted a problem in the engine block. The block was tested and failed twice. Mr. Testa further explained this could have been due to overheating (however, the vehicle had not been overheated at that time in my possession) and the block could have warped or cracked. Overheating is caused by a lack of coolant or a severe spike in temperature and this is almost definitely attributed to incorrect service work, faulty parts or a manufacturer defect.

It is evident that at no time did I spare expense to ensure the proper maintenance of my vehicle, nor did I neglect the vehicle of properly trained technicians. All I am asking is for Land Rover to repair my engine. The current issues with the vehicle are directly linked to service done by their technicians and yet the problem was not resolved. By any standard this merits a warranty of the service and parts paid for. However, the poorly performed service work by the Land Rover technicians compounded the problems and should be rectified in full by the company.

Thus far my complaints with Land Rover North America, Land Rover Roanoke and Richmond, and the Better Business Auto Line have all been diverted and ignored. No one will return my calls or offer and resolution and are just hoping I go away. Had I been abusing the vehicle or improperly caring for it I would understand, but that is not the case.

Soon I plan to seek legal representation and take both the Land Rover locations to the Virginia courts and demand attention. I also plan to send information to my local media outlets in an attempt to garner resolution. They have obviously used distance advantageously to exploit a military veteran for their profit, unfortunately they picked a Marine to screw over. Someone will be held accountable.