Hello Syra. We note that your previous 1 star review 4 months ago was removed shortly after our reply. We are disappointed to see another review, especially given the specific facts of your case which we have already outlined to you in our many communications. Whilst reading your review, we note that you have failed to mention several important details. So for the benefit of future customers reading this, it is important that we clarify the critical facts of this case, providing a complete and factual statement of this unfortunate event.
Following your engine fault which occurred on 22/04/2026 (207 days after purchase, nearing 7 months of ownership) on your 2012 Range Rover Evoque, purchased on 02/10/2025 with the mileage at point of sale 77,170, you confirmed with photo evidence that the vehicle mileage at the time of fault was 94,080, covering an exceptional 16,910 miles since the point of purchase.
We noticed several factual inaccuracies within your mechanics report, including the incorrect MOT assumption and incorrect mileage consumption since purchase, which fundamentally undermine the reports professional validity and the mechanics conclusions. The vehicle had in fact passed its MOT just 37 days before sale, with no advisories, and had a full service prior to sale.
The report explicitly stated that the mechanic identified that ‘the engine had no oil present’. It is very clear to us that knowing all the factual information that the engine failure is highly likely due to the failure to maintain basic fluid levels and following the correct servicing schedule over aggressive high mileage, not a pre-existing defect. To drive a vehicle nearing 7 months and covering an exceptional 16,910 miles, and with the mechanic finding no oil results in a state of oil starvation, representing severe user neglect.
We also want to highlight that at the time this complaint came about in April 2026, we were advised of only 1 mechanic that inspected the car. During this time, Syra never spoke of a second garage, and we had only reviewed 1 mechanics report that Syra shared with us. We are yet to receive a report from the second garage.
Regarding The Motor Ombudsman (TMO), membership is entirely voluntary, and their register of accredited dealers is publicly searchable on their website, at any time, and takes seconds.
We take great pride in our customer service, especially as we are a team of 3, we understand and care very much and therefore go above and beyond to support our customers when genuine, unforeseen issues arise and prioritise to get these repaired when it is fair and just in our contractual and statutory obligations.
However, on this occasion, it is entirely unreasonable to expect a dealership to provide funds for a fault caused by user neglect. Completing 16,910 miles from purchase clearly demonstrates beyond question that it was of satisfactory quality and fit for purpose when supplied. A vehicle harbouring a developing major engine fault would simply not be capable of completing 16,910 miles, it is mechanically impossible for an 'unroadworthy' vehicle to survive that distance and usage.
We also hadn’t heard from you during your near 7 month’s of ownership of the vehicle, until your complaint earlier this year. If there was an underlying issue with the engine, you would have without a doubt experienced issues much early on in your ownership and had been in touch with either ourselves or the warranty company, which you had not. To conclude, pushing a vehicle through 16,910 miles of heavy driving without maintaining basic oil levels will inevitably result in catastrophic engine failure, ultimately leading to severe engine faults causing further damage to the engine and the parts. We cannot be held liable for mechanical damage caused by a lack of routine maintenance and severe user neglect.
