Land Rover North America - Paul MIller
Land Rover North America USA defective Discovery, ABS recall, brake sensor, failure to honor warranty, dishonest business practive, dealer liability, RIPOFF don't buy Land Rover, Paul Miller, Avenel, Parsippany

Keep in mind as you read this that Land Rover North America has been involved every step of the way and has rubber-stamped the actions of the dealer.

Please also note there was a recall issued for the ABS system.

In sum, the issues are:
1. The Church was sold a faulty vehicle but has worked in good faith to overcome the myriad of service issues and maintain a good relationship with the dealership.
2. There appears to be an engineering or product defect with the sensor/hub system.
3. The chronic misdiagnosis or unsavory business practices have led to thousands of dollars for ineffective repairs.
4. The Paul Miller dealership deviates from the warranty coverage provided by Land Rover North America without consequence.
5. The dealership owes the Church a refund of $1,144 for services covered under warranty and continues to dispute the amount of the refund while simultaneously attempting to gouge the Church of an additional $1,800 for the present service.
6. No matter the outcome of the present situation, the sensors are, based on historical data, likely to fail again with a couple of months.
7. While the vehicle is now over the warranty mileage, the problem presented and persisted well within the warranty period and was misdiagnosed and improperly repaired by Land Rover.
8. We have also learned that Land Rover North America issued a directive to dealers that hubs be replaced if the problems we experienced persist.
9. The vehicle should have been repaired properly during the warranty period to avoid these continued and costly service issues.

The service department has determined, based on its investigation, that the warranty does not apply in this instance the current repairs were not made and the present parts not used prior to this last incident. The only similar repair was the replaced left front wheel sensor. Land Rover's own investigation, in defense of its attempts to charge, confirms that the vehicle was improperly serviced during the December visit and explains in great part the failure of the brakes again within three weeks of the repair.

The vehicle has now been serviced for the same issues that were addressed in December and the dealership wants $1,800 for the repairs. Based on the warranty coverage offered by Land Rover, the December service of $3,000 should have been only $1,856 and the Church is due a refund now of $1,144.

We were able to obtain incomplete service records for the vehicle and learned that the truck was not the new demo model it was represented to be but was, in fact, a customer return. The service records between 0 and 5,000 miles were not made available to me because the Church only purchased it at the point of 5,000 miles. It is important to understand that the records exist, the service manager in Parsippany has the only password to access to those records and the service department declined to provide those records to the Church although they are unique to the vehicle and not the previous owner.

Not long after we secured the vehicle the ABS, Down Hill Decent, Break, Traction Control Lights, (The Lights) would come on for no discernible reason. The service technicians in Parsippany were unable to come up with initially unable to pinpoint a cause.

The problem continued to occur and the diagnoses alternated between brake replacement and brake sensor replacement, both of which occurred at an alarming frequency and cost.

On December 6 the vehicle was placed in repair for the same problem. The vehicle was kept for 4 days. We picked up the vehicle on December 10. As I began to make the journey from the dealership to the Church, the service lights came on and the vehicle began braking on its own. This happened on Route 280, a rather busy highway. Given the intensity of the vehicle's braking we felt it best to move to the shoulder of the road the minute there was an opportunity. The lights then turned off and the vehicle began to move freely.

We immediately returned to the dealership and described the behavior of the vehicle. The service technician said in order for them to test and resolve the problem we would need to purchase new brakes and rotors on all four wheels, an item that was not covered under warranty. If this was true then we should have been informed of that fact the first time the issue occurred, while these items were still covered under warranty.

On January 18 the vehicle was returned to Paul Miller, Parsippany because of the same problem. A Church representative met with the service manager who despite their negligence in properly servicing the vehicle while it was covered under warranty, wanted to charge for the work, because the vehicle had more than 50,000 miles on it. The Church insisted that the repairs be made at no cost to me because it was a recurring problem that had not been properly repaired during any of our numerous service visits.

The dealership finally replaced the sensors but warned that no additional items would be covered under the warranty again no matter what they did or didn't do in the past. The service manager also promised that the Church would not receive a loaner vehicle on future service visits.

The problem with the ABS service lights coming on and then going off without intervention continued.in November the lights come on again and stayed on. A few additional problems emerged and on a Sunday mission, the vehicle began running oddly and finally declined to run altogether. On December 19 the was vehicle towed to Land Rover Woodbridge, a branch of the Parsippany Paul Miller dealership.

The vehicle was returned to the Church with the same issues reappearing within a matter of days. The service representative was informed was that this work was done in January; he insisted it was not covered under the dealerships service warranty. The published warranty is for 12 months, 12,000 miles and my vehicle was over the 12,000 mile mark, so the Church paid $3,000 for the repairs with no credit for prior shoddy work.

On or about January 22, the service lights were on again. Called for an appointment and was scheduled for February 13. The service department decided that despite service for the same issue two months prior, they now must replace the left front sensor and hub, which are not under warranty because it is over a year.

The service department has determined, based on its investigation, that the warranty does not apply in this instance the current repairs were not made and the present parts not used prior to this last incident. The only similar repair was the replaced left front wheel sensor. Land Rover's own investigation, in defense of its attempts to charge, confirms that the vehicle was improperly serviced during the December visit and explains in great part the failure of the brakes again within three weeks of the repair.

The vehicle has now been serviced for the same issues that were addressed in December and the dealership wants $1,800 for the repairs. Based on the warranty coverage offered by Land Rover, the December service of $3,000 should have been only $1,856 and the Church is due a refund now of $1,144.

Company: Land Rover North America - Paul MIller
Country: USA
State: New Jersey
City: Mahwah
Address: 555 MacArthur Blvd
Phone: 8006376837

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