A Range Rover owner has accused Range Rover Center along Kiambu Road of negligence after a recent service reportedly caused severe engine damage to their vehicle.
According to the vehicle owner, the car was submitted for a precautionary service on 29th July 2025, ahead of a planned trip to Isiolo.
The vehicle was not due for service, but the owner opted for a check-up as a safety measure.
Payment for the service, totaling Ksh 73,350, was made on 30th July.
The vehicle was returned to the owner’s home, despite no prior agreement for home delivery.
The problems began on 1st August, when the owner, travelling from Nanyuki to Isiolo, reported that a bright red oil warning light appeared on the dashboard approximately 30 minutes into the trip, accompanied by unusual engine sounds.
The vehicle came to a complete stop, prompting the owner to call the garage for assistance.
The garage allegedly denied any wrongdoing.
The vehicle was rescued and transported back to Nanyuki, then to Nairobi the following day via flatbed truck.
Upon returning to the garage, the owner requested documentation for the oil used during the service to confirm it was correct, but the garage failed to provide the information.
The matter escalated to the Directorate of Criminal Investigations (DCI), which assisted in draining the oil.
Observations at the garage indicated that none of the parts listed on the service invoice had been replaced, and the oil used was reportedly “watery” and too light.
The vehicle owner subsequently submitted the oil to Polucon Labs, a government-accredited testing facility, which found the water content in the oil to be 3.3 times higher than the correct specification, a condition that could severely impair engine performance, particularly at high speeds.
The owner further alleges that a garage mechanic disclosed that the management prioritizes engine sales, reportedly using incorrect oil so engines wear out prematurely, allegedly keeping the replacement engine business profitable.
The complainant claims this has resulted in an unusually high number of engine replacements at the garage, far exceeding what is typical for Range Rover vehicles.
Despite repeated follow-ups, the garage has not responded since 30th August.
The vehicle owner says the garage had initially promised to replace the engine after admitting fault but has since provided only photographs of engines allegedly for the car, with no actual replacement delivered.
“Hello Nyakundi. On 29th July 2025, I requested Range Rover Center along Kiambu Road to collect my vehicle for service, as I was travelling on 31st July to Isiolo. The vehicle wasn’t due for service, but as a safety measure, I decided to have it checked. On 30th July, I paid for the service, totaling Ksh 73,350, as per their invoice. I had asked what time they were closing, but they instead dropped the car at my house, which was not part of the agreement. On 31st July, I travelled to Nanyuki and arrived late in the afternoon. I decided to travel to Isiolo the following day, as it was already late, and spent the night at a friend’s place in Nanyuki. On 1st August, while travelling to Isiolo, about 30 minutes into the trip, the vehicle’s dashboard displayed a bright red oil warning light and the engine made a strange noise before coming to a complete stop seconds later. I called the garage, but they denied any wrongdoing. We got a rescue vehicle and returned to Nanyuki. The car spent the night on a flatbed, and I then headed back to Nairobi on 2nd August. Upon arrival at the garage, I requested the team at Range Rover Center on Kiambu Road to provide the requisition for the oil they had used to verify it was correct. To date, they have not provided this information. I requested help from the DCI to drain the oil after the garage refused and locked their premises to prevent it. With police present, we removed everything that was allegedly serviced as listed on the invoice. It was evident that none of the physical parts had been changed, and the oil used was watery and too light. After being cornered, the owner admitted fault and promised to replace the engine. Months have passed with repeated delays and false claims that the engine had been imported, while sending photos of engines allegedly for my vehicle. I submitted the oil to Polucon Labs, a government-accredited facility. Test results showed the water content was 3.3 times higher than the recommended level for the type of oil required, impairing the engine’s performance, especially at high speeds. A mechanic at the garage revealed that the management prioritizes engine sales, claiming that using the wrong oil ensures engines wear out prematurely, keeping the replacement engine business profitable. The garage reportedly has an unusually high number of Range Rovers needing engine replacements, far exceeding what is normal for these vehicles. It is highly unusual for a garage to be shipping in new replacement engines every week. I have not heard from the garage since 30th August.”
The following screenshots show portions of the conversation between the vehicle owner and representatives from Range Rover Center along Kiambu Road.
They provide insight into the attempts made to seek clarification and resolution regarding the allegedly faulty service and engine damage.
