ComplaintsforDusouth Rovr

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On february 5th 2024. I had my car towed to ******************************** repair based on ****** review and pricing. The car was towed from Range Rover ****************** Rover because it was more reasonable to fix the problem cost wise than the amount I was told at the dealership. The only issue with this 2017 Range Rover Sports was That the coolant sensor was leaking which requires a brand new sensor per Range Rover dealership diagnosis and per the information that Du South Rover confirmed to me when they did their own diagnostic finding. I was informed by ***** from Du South Rover that the 2 of the Control arm for the coolant sensors and the battery need to be replaced now and brakes will need to replaced soon. In no time during the initial consult or at a later time did Du South Rover representative informed me that my car gas casket was damaged or bad. My person of contact was ***** at DuSouth Rover and he told me that it will take about 1 week or more to work on my car as they are short of mechanics/Technicians which was not a issue because I was using Uber services to commute to work. So, on februrary 7th 2024 I got a call from ***** DuSouth Rover Repair that my car was ready and that was quite suprising that they finished working on the car so quickly before the one week or more window that was I previously informed that it will take that much time to be worked on giving the fact that they did not have enough staff. So on february 16,2024 I went to go pick up my car and they provided me with a complementary lyft ride to get to their business location to pick up my car. So, when got there, I went in pay the total cost and amount of $4500 to fix the car, then I got in the car turn the car on and the check engine light came on, So waited for few minutes to see if it will go off but it did not so I went back in to let ***** know that the check engine light was on and was not part of the problem previously and he responded to me that it was not showing after they finished working on the and that they even drove the car around after it was completed and no issues. So, ***** offered to have the car checked again and to see why the check engine light started showing, Few minutes later ***** came out with Two other guys/staff to tell me that tell me that the gas casket of the car was bad and my car will need a brand new gas casket. ***** also pressed that I should take my car to one of the dealership to sell immediately. It was obvious that they messed up my car. I was speechless and in a total shock because how did this car went from replacing coolant sensor to now engine problem. It just occurred to me that they probably ruined my car when they replaced the bad coolant sensor I have always serviced my car at Range Rover ****** and never had any problem with the gas casket until Du South Rover worked on my car. I believe the DuSouth Rover Technician had ruined my Car when they worked on the Coolant sensor replacement. If i was informed intially that the gas casket was bad then would not have proceed to pay $4500 to fix the coolant sensor replacement. Now my car engine overheats and i'm stuck with this car due to the engine over heating. Not able to sell or utilize this car. The cost to fix the new problem they cause is $8.5K. I have tried to contact ***** at Du South Rover but not much help offered to rectify this issue before this complaint to BBB

  Business response

  03/29/2024

  On February 5th 2024 ******************************* towed in her vehicle to us at DuSouth Rovr. Upon initially talking to ******************* she said that the vehicle had a low coolant message that was coming on and that it had previously been at the dealership. I told her we had no issue taking a look at the vehicle to see what the problem was. Our findings from our techs that have combined experience of over 53 years, found that the vehicle was in fact leaking coolant, and it was not a simple sensor issue. It was apparent to us that the vehicle had been leaking coolant for some time. At this point ***** repeatedly asked ******************* if the vehicle had over heated at anytime. As we specialize in Range Rover repair we understand that if these vehicles are driven while overheated, even if for mere seconds there can be damage to the head gaskets. If this has occurred the head gaskets may need to be replaced or worse, the motor could have to be replaced. We were assured multiple times by ******************* that the vehicle was not overheated, or driven while hot, at any point. With the information given to us ***** proceeded to inform ******************* about the leaking coolant. it was coming from a large hole in the front crossover pipe. The coolant was almost pouring out. It is recommended to replace the whole coolant system in that particular area as Range Rover came out and updated the coolant system with new front and rear pipes, thermostat, water pump and the accompanying hoses. The old style pipes will also not integrate with the new ones. As the old style pipes are prone to issues it is in ours and our clients best interest to convert the coolant system when a repair is needed. Thus avoiding further costly repairs for the client. At this time we had no inclination that the head gaskets were even a factor of needing repair. They cannot be tested unless pressure can be put on the coolant system, with the large hole in one of the pipes, the coolant system would hold no pressure. If we had been informed that the vehicle was overheated the issue would have been addressed severely differently. It is not our practice to lure clients into repairs that will not help or remedy the situation. As an independent shop we survive on repeat business and understand that the client and their needs must come first. While speaking to ******************************* informed her that that the vehicle was in need of coolant repair and that it was leaking quite badly. He also informed her that her brakes, in the front and the rear were very low. The front brakes were at 3mm and the rears were at 1mm. He also mentioned that the front lower control arms, there are four of them, were in need of repair as well. The control arms have bushings inside of them, that over time, crack and tear. It is our business practice that we inform every client of everything that we can visually see that needs repair. Therefore, the client can make an informed decision about whether they will fix the vehicle or move on to another. After ***** conferred with ******************* about her vehicle, the decision was made to fix the coolant system and the leak and that the other repairs would be left for a later date. At the time each technician had more than 5 vehicles each, this is not uncommon for technicians at any facility. ******************* was made aware that due to the high-volume repairs may take longer than usual.  One of Brians duties at DuSouth is to manage and delegate shop flow. He understood the importance of a quick repair for ******************* and was able to accommodate that by managing the technicians and their workload. Upon finishing the coolant repair work on Mrs. ******** vehicle the technicians proceeded to test drive, as they do after every repair. During the two test drives that the vehicle was taken on no signs of any issues presented themselves. Had we known that the vehicle was overheated there are certain tests after the repair is completed that we can do to determine if the head gaskets are good or bad. With this information not privy to us, we saw no need to investigate further. The car was at our facility for a few days after repairs, during this time that the vehicle was at our facility when driving the vehicle out of the garage for the day one technician noticed that the battery low message came on. When this happens the battery of the vehicle needs to be replaced. ***** talked to ******************* about the issue, and she approved the battery replacement. A few days later she arrived at our facility to pick up her vehicle. When she went to her car and started it up she noticed the check engine light was illuminated, at no time did this occur to anyone at the facility. If it had everyone involved would have been made aware, such as with the battery issue. When ******************* came back into the facility with the issue at hand ***** quickly had the technicians investigate what was causing the check engine light to come on. The technician came back shortly saying that there were misfire codes, this was due to coolant leaking internally into the motor. As the spark plugs, coils, and injectors were all functioning properly at this time, and that with coolant issues head gaskets can be a problem if the vehicle was overheated. At this time the technicians came out to talk to ******************* with ***** so that she may better understand what was going on. It was then that ******************* informed them that in fact the vehicle was overheating as she drove it to work the morning she took the vehicle to the Range Rover dealership. She continued saying that the vehicle was also hot and overheating while she drove from work to the dealership as well. With the new information that was being presented at this time ***** and the technicians knew it was only a matter of time before the vehicle could possibly not run anymore. ***** and the technician talked to ******************* in the waiting room about her options and what would be the best choice for her. The option of selling the car did come up as it was in working order for the time being. The other option was to have the head gaskets replaced. They told ******************* that she could not continue driving the vehicle though. She said she would consider selling the vehicle but at a later date. It was stressed again to not drive the vehicle at this time. This interaction was captured on our video security system as well and can be provided if need be. About one month later ******************** called DuSouth and spoke to *****. She was claiming that we broke her car and that it was working fine before we handled it. Again for reference the vehicle was towed in to us. She was very irate, which is understandable as car trouble is never an easy thing for anyone. However, berating ***** on the phone was unnecessary. He tried to explain the situation again to ******************* until she hung up mid-sentence. It is unfortunate that we were not given the full story from the time the vehicle came to our facility until after we repaired it. With the information given and the condition of the vehicle we acted accordingly as we do in any situation with a vehicle at our facility. The fact is that the damage to the head gaskets was done when ******************* drove the vehicle while it was overheating. Unfortunately, it did not present itself until the initial external coolant leak was fixed. Had the information been given to us from the beginning about what happened to the vehicle the outcome may have been different. At no time was ***** or the technicians acting with ill intentions or under the guise of deception. We take pride in providing the best possible care to each and every client and their vehicles. As we are sorry for the outcome of *********************** experience at DuSouth Rovr, we are not responsible for the damage that was done to the head gaskets, or the repairs needed to fix them.  

  Customer response

  04/02/2024

  I am rejecting this response because: At this point I am highly disappointed that DuSouth rovr and ***** is not being transparency and has refused to take responsibility about what happened to my car while it was on their possession and be worked on by the Technician; They also tried to intimidate me as a black minority woman who drives a high end car and probably dont have a clue about what's going on with driving a range rover.  Once again my car was towed from Range Rover ****** to Dusouth Rovr because of the distance to prevent further damage to the coolant leakage and also for cost control. This car was at and checked by Range Rover ****** and in no time was there any Gas Casket issue or this car overheating. This car was actually driven out of the parking garage at Range Rover and loaded to the towing services that dropped off my range rover car to DuSouth. The other reason why I decided to use DuSouth was because of cost and trying to save but because the price quote given to me at Range Rover ****** was $2000 more so I was trying to save money but little do I know that DuSouth will ruin my car further and cover up with bunch of lies about it. After the car was dropped off at DuSouth Rovr ***** contacted me the next day via phone to let me know that the coolant sensor, battery and brakes will need to be replaced and in no time did he mentioned of any issue or problem with the gas Casket issue and neither did  Range Rover mentioned anything with Gas casket issue. Also I have always serviced my car at Range Rover and never had any issues with the gas casket or the engine was never and has never overheat until Dusouth Rovr  worked on my range rover car. Dusouth Rovr intentionally ruined my car when they changed out the coolant sensor. After the car was ready and on the day that I went to pick the car right there at their parking lot as soon as I turned on the car the check engine light came on and I went back inside to inform ***** that the check engine light came on and why was that? ***** lied again and said that they did test drive the car and there was not problem and he offered to have it checked then after the car was still in the back he came back out with Two other guys trying to intimidate me and they all immediately started talking to me at same time and very pushy, they all  insisted that I should take the immediately to carmax to be sold. I was very confused because this was not why I paid $4500 to fix this car. Even if I have to sell the car then I want it to be on my own term not some coercing me to take the car right away to carmax to get rid of it because the gas casket was bad. The question to DuSouth Rovr and ***** would be if  the gas casket was bad why wasnt this communicated  and mentioned to me initially? ***** had mentioned initially that they are short of Technician so why would ***** and Dusouth have unqualified Technician to work and ruin my car further? This is 2017 Range Rover rarely driven with only ***** miles, My car was never overheating or neither was any gas casket issue previously and  when it was dropped off with DuSouth Rovr. The only reason I decided to use them was trying to save money but never thought I will be disappointed with the outcome of the car. If ***** had mentioned to me initially that there was any issues with the gas gasket then I would have made a different decision on what is best for me. Based on ****** reviews I trusted Dusouth Rovr and ***** expertise but ended up in the worst disappointment and customer **********************. It still does not make sense that I took my car in to DuSouth Rovr to have the coolant sensor replaced  and ended up with broken Gas Casket broken engine overheating. I have all the maintenance receipts from Range Rover ****** and can provide it as needed. I also have all the diagnostics issues and repair recommendations from Range Rover on the current issues which was to replace the coolant sensor and never was any issue with the gas casket and the car over heating. The car displayed check engine light on when i went to pick up my car, then ***** and his team comprising of three guys came out to intimidated and coercing me to take the car immediately to carmax to go sell the car instead of trying to fix the problem that their Technician created and caused. I am asking for total refund as the cost of repair is about $8000 and not able to sell the car to indiviidual or dealership as no one will buy a car that is overheating with gas casket issues.

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