We recently had our Land Rover Discovery Sport serviced - lisa
We recently had our Land Rover Discovery Sport serviced at the Land Rover Ottawa Hunt Club location. During that visit, several issues with the vehicle were addressed, but after an extended stay at the dealership, we had to return immediately because one of the same warning lights reappeared as soon as we drove away—even after being assured the problem had been thoroughly diagnosed and resolved.
While this was frustrating, it is not the primary reason for this review. Rather, it highlights a concerning pattern of inadequate inspection and, more importantly, questionable reassembly procedures.
Approximately one week after the service, while en route to North Bay, Ontario, the front driver's-side wheel came completely off the vehicle. Thankfully, we had just exited Highway 17 and entered town when it happened. Had this occurred just minutes earlier at highway speed, I have no doubt the outcome could have been catastrophic.
We immediately contacted the dealership's General Manager, Bejan, as the service department had already closed for the weekend. Although he expressed sincere concern and assured us Land Rover would "take care of everything," no assistance was offered in arranging transportation for our family back to Ottawa or recovering the vehicle.
What followed was even more concerning.
When the vehicle was returned to the dealership, the Service Manager, Kyle, abruptly informed us that Land Rover had never removed that wheel during the previous service and therefore accepted no responsibility for what had happened.
This explanation simply does not align with what we were told at the time of service. A brake inspection had been completed as part of a multi point inspection (documented on our invoice), and when we originally picked up the vehicle, our service advisor, Nick, specifically advised us that the brakes had been thoroughly inspected and would likely require replacement within 6–12 months. When I questioned Kyle (the service manager) as to how such an inspection could be completed without removing the wheel, I was told they had "just visually looked at it without removing the tires".
Whether or not the wheel was removed, the fact remains that a wheel detached from our vehicle only days after it had been serviced by this dealership. The result was extensive damage to the vehicle, which our insurance company has since deemed unsafe to drive.
The most troubling aspect of this experience is not just the mechanical failure itself, but the dealership's complete refusal to investigate how such a serious incident could have occurred or to accept any responsibility. There was no meaningful attempt to assist us, no accountability, and no concern shown for the potentially life-threatening consequences.
We entrusted this dealership with our family's safety. Instead, we were left with a damaged vehicle, no support, and a deeply unsettling feeling that customer safety was secondary to avoiding responsibility.
I hope no other family has to experience what we did.
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