First, I would like to mention that I worked with Mario in sales. He stated that no maintenance or cleaning had been completed on the car at the time of test drive. He said that if I were to purchase, I could make any notes about safety or concerns that I had with the car, in advance, for the maintenance team to take care of during the preparion process. After the test drive, I told Mario that the car required an alignment and that the tires were extremely bald (an inspection issue). Mario made notes and said that he would tell Service. I purchased the car on a Saturday and they told me that everything would be fixed, it would go through a 172 PT inspection, and cleaned in time for pickup on Monday.
Monday afternoon I went to pick up the car and found that only two tires had been changed. It was barely cleaned. Mario told me that the report stated an alignment had been completed, but what good is that when it still required two more tires? His manager came out and was a NIGHTMARE. He continued to assure us that the tires would pass inspection, despite knowing better. He said that their process was only to pass minimum inspection. He discussed his 172 PT inspection policy as something only to find safety hazards that wouldn't pass inspection. He "generously" offered to swap the tires at a future date- even though they were supposed be be swapped already!
I scheduled an appointment for tires and drove it home.
On the way home, my tire pressure warning came on. I pulled into a gas station, fearing for the rest of the ride home, and was told by the service manager that my tire was nearly completely flat. I paid to put air in the car that I had just driven off of the lot. The brakes had also been pulsating drastically on the highway ( something that didn't happen during the slower test drive). At the time, I attributed it to the flat tire and bald treads.
I called and left a message with sales that night. They returned my call in the morning and I spoke with Mike at Service. He agreed to take care of the two new tires, the air and the alignment. I mentioned the pulsating and he said nothing about that being anything besides tires or air. They said they would call when the tires were in.
On FRIDAY, I had still not received my registration in the mail. I was not able to get my car inspected within the 7 days legally. I took the car to my mechanic and asked him to test drive it and he stated that there was absolutely no way the tires would pass inspection and that the pulsating was due to rotted rotors, another $300 dollar estimated fix!
I contacted a police officer that I know and told him the situation. He offered to run the plates for me and told me that the car hadn't even been registered yet. I had already waited 5 days! He said they had "screwed me legally" because there was no time to register it and inspect it within the 7 days. I have not heard back regarding the tires. At this point, I plan to contact them and demand the registration in hand, the new tires, and an accurate assessment of the brake system. I don't believe the level of incompetence that Bourne's has displayed.
May 21, 2015
I would like to add to my review since the dealership has since been extremely cooperative and efficient in resolving these previous issues. The day that I contacted the dealership, my registration was completed and faxed directly over to me. The maintenance was completed on my car the very next day and only took a couple of hours. The staff was respectful and quickly assured me that it had been a misunderstanding between service and cleaning. The car hadn't been serviced before being sent to cleaning, where I took it. The service that was completed after was excellent and the staff was very concerned about my dissatisfaction with the dealership. After working out the details, I do believe that I would recommend this dealership to others. There were quite a few issues at first but the staff was adamant about resolving them quickly and making sure that I was happy with the service and the car. Once the car was fixed and the parts replaced, I was extremely happy.
I Recommend This Dealer:
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