Complaints

This profile includes complaints for Ron Bouchard Auto Stores's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ron Bouchard Auto Stores

  500 Old Union Turnpike Lancaster, MA 01523

  
• 

  Ron Bouchard Auto Stores

  490 Old Union Tpke Lancaster, MA 01523-3019

  
• 

  Ron Bouchard Auto Stores

  488 Old Union Turnpike Lancaster, MA 01523

  
• 

  Ron Bouchard Auto Stores

  288 Lunenburg St Fitchburg, MA 01420

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Ron Bouchard in *********, ** to diagnose a heater issue, agreeing to pay $180 as quoted. During the visit, the service representative mentioned a recall on my vehicles transmission and said it could take 1 week to 3 months to address. I was also told that they would check the heater and coil at the same time for the same $180 fee. After calling another dealership, I discovered there was no recall just a part update required and felt misled. When I declined their service and asked to pick up my car, they charged me $360, despite performing no additional work beyond the initial diagnostic. I believe I was overcharged and given inaccurate information about the recall, which feels deceptive. I am requesting a refund of the extra $180 and an explanation for their conduct.

  Business Response

  Date: 12/13/2024

  We are more than happy to refund the $180 on the additional diagnosis charge. However the vehicle does have a recall that needs a remedy. We can provide that information pertaining to the recall if the customer would like.

  -**** **********************

  Customer Answer

  Date: 12/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i bought a pre owned ****** ****** 2013 on march 7, 2024 i drove the car for 7 days the brake icon was on and the rear brakes made noise and the brake pedal went close to the floor very mushy brake pedal experience. this was mentioned to jacob h******** the salesman who waited on me. i had the car for 7 days on day 7 march 13th it was time for inspection. i brought the car back to them and waited 3 hours only for them to tell me it did not pass inspection while waiting in the lounge.i heard the tech say to nate another salesman " i cant pass this " no surprise to me ..again i mentioned something to nate who was handling me on this day which is now day 7 ..he dismissed what i said which was " the car needs back brakes " he set me up in a loaner car and said it could be till the following monday to take care of this safety issue .. back brakes and or a master cylinder. jacob then came to work on fri march 15th 2 days after i dropped off the car. ***** said on fri the 15th they looked at the car and determined it was defective brake parts and that they had to order them because they didnt have them in stock. the weekend goes by . on monday the 18th jacob h***** tells me the parts r " delayed " on tuesday the 19th he tells me the car is being repaired .. on the 20th wed he tells me that there is some issues with it and they want to make sure it is all set ..on thursday the 21 st he tells me the car is all set .i will have it that day .hours pass and he tells me he will have it delivered tomorrow which is now friday the 22nd he delayed and lied numerous times the car was delivered on march 22nd at 2:30 pm the brake icon was still on and there was no change in the brakes i do not want them to repair the car they cant be trusted i am getting it fixed by my mechanic and i want reimbursement..the new sticker is s on the car they pushed or sent it thru illegally.*** will investigate this week ***** has been informed..this is a safety issue serious

  Customer Answer

  Date: 03/25/2024

  i want them to pay for the brake job that is going to be done at my repair shop on wed the 27th of march 2024 i will submit paperwork to both them and you

  Customer Answer

  Date: 03/25/2024

  the director of ron Bouchard ****** in lancaster  mass called me on march 25th 2024  his name is Chad b******* he said he would pay for the brake job when it is completed. On march 27th 2024 i have an appointment with a repair shop/inspections station in ************ ,,when this is completed i will send the bill to him

  Business Response

  Date: 03/29/2024

  BBB spoke with the business, they are willing to refund the consumer for the repairs.

  Customer Answer

  Date: 03/29/2024

  i sent a hard copy of invoice to **** bouchard on friday 3 29 2024 i also emailed the invoice to **** bouchard on march 28th 2024 the total was 787.00 

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, February 18, 2024, I went to Ron Bouchard *** in *************, to buyout my 2021 *** ****** lease. I leased this vehicle for three years prior to the following incident.I was told when buying out a lease it was required to leave the vehicle on the lot for two weeks while the titles switched hands. We dropped my vehicle off on Sunday, February 18th. My car sat on their lot until Monday, March 4th. During this time, I did not have a vehicle. This is not common or required by law.While my car was in the care of ***, they conducted an inspection since this was a "new sale". I received a call from their service department with a list of items that needed to be addressed, such as an oil change, tire rotation, etc. I declined as I had a preferred service station. I was not informed that if I did not address these issues that my vehicle (a 2021) would fail inspection. I picked my vehicle up at 5:30 PM on Monday March 4th, and was not informed by my sales representative, nor any other employee, that my vehicle had a rejection sticker on it. I left their lot with a defective vehicle. I did not notice the rejection sticker for three days.Not only this, but three days after taking my vehicle home, a new ticking sound in my engine began. Additionally, I noticed my windshield wiper was broken. The ticking and broken windshield wiper were not there for the entire three years I owned the vehicle leading up to this incident.I have since had to obtain a frivolous oil change to prove the ticking noise in my engine is not from lack of oil ($50), I paid for the failed inspection at *** ($35), I bought new windshield wipers ($40), I will have to pay for a new inspection sticker ($35), I paid for a full month of legal ownership of my vehicle for February and was only able to drive it for half the month ($295), and I would like to be reimbursed for any costs incurred by addressing the ticking noise in my engine, and any rental car fees while my vehicle is being fixed.

  Business Response

  Date: 03/15/2024

  *****,
  I have been out of town on business and apologize that I am just following up. I want to assure you that our objective is not to manipulate or take advantage of customers in any manner and if that is how you felt I truly apologize. When you buy out your lease you have multiple choices. You can use your own funds and pay off *** or the leasing company, and wait for 4-6 weeks for that title and then either register that vehicle on your own or you can choose to do it through a dealership. At that time we utilize our funds to process the lease buyout and are typically able to acquire the title from the leasing company in 2-3 weeks. Once we the dealer pay off that vehicle from the leasing company, we own it. If you are driving around in your vehicle after that purchase has taken place you run the risk of insurance companies not covering any events that may occur during this time. Unfortunately we know this to be true due to other dealerships and their customers going through a buyout and getting into major accidents only to have the insurance companies claim negligence on the customer and dealership. For this reason and to protect both the customer and ourselves this is why the vehicle needs to be grounded. If this was not explained properly I do apologize. As for any payments that  you made it comes directly off the payoff price and reduces the total amount due during the lease buyout process at that time. 
  During this process since we the dealer are purchasing the vehicle and then subsequently re selling it to you the consumer we do a complimentary inspection on the vehicle for any safety concerns as well as any maintenance that *** be due and complete it once approved by the consumer. If the consumer chooses not to complete the repairs that is totally understandable. As for the inspection sticker I will have to look back through the records and see if it is possible to see what triggered the failed inspection. If you have those records please provide them. 
  There are multiple reasons why a vehicle may have a ticking engine, and in some instances depending on what that ticking sound is like is normal for operation. Without seeing or hearing it however it is hard to determine what exactly is causing that noise or if it is within normal operating conditions. The best way to examine this is to have you come in so that a certified technician can look at and diagnose the problem. 
  I would like to schedule a time for you to come in so we can look at the engine and make sure that moving forward it is in good operating shape as well as discuss the items and come to a resolution that satisfies you. Is there a day and time that works best so that we can take a look and get you an answer to some of these items?
  -Chad B*******

  Customer Answer

  Date: 04/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  In connection with the attached complaint submitted on March 12, 2024, I would like to request to withdraw said complaint. The business and I came to a mutually agreed upon resolution, which I am pleased with.

   Please let me know if you need any further information from me.

  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Today this business called me after I had my *** towed in because it was completely bone dry of coolant suddenly after being topped off 2 weeks prior. I asked them to figure out a vibration I've had for about a year and a half that they previously told me was the "front brakes" after I've been told by a mechanic I know that it is a transmission vibration. They are now telling me that it's " the rear brakes" and that there's no problem with the cooling system. I want a steep refund on the inspection costs because they refuse to help and try and sell me a $700 brake job instead of actually figuring out this problem or I want my car repaired correctly!!!!!!

  Customer Answer

  Date: 07/21/2023

  The issue of cost was resolved today. I would love for my car to be repaired though. We can call this resolved as of now. When the car blows up I'll deal with it then.

  Business Response

  Date: 08/10/2023

  On 3-8-23 customer ***************************** vehicle was brought in with a complaint of a vibration while turning and spot power loss. Repair order ****** at 52944 miles. Actions taken: Technician road tested vehicle not able to duplicate customer concern, inspected vehicle on lift and found all tires worn/choppy (possible cause for concern) also noted vehicles rear brakes worn past minimum spec of 3mm. Repairs were declined and the vehicle returned to the customer.

  On 7-17-23 customer ************************* dropped his vehicle off with a complaint of has to keep adding coolant and vehicle shakes going 40 mph plus. Repair order ****** at 59940 miles.

  Actions taken: Technician inspected coolant level and found full on arrival, road tested vehicle for shake concern and noted tires worn and choppy (possible cause of shake). recommended replacement of 4 tires and performing alignment, also recommended rear brake replacement do to wear of less than 3mm (1mm actual measurement). Repairs declined. Vehicle returned to customer. 

  **************** has paid a total of $80.00 in inspection costs at our store, if it will satisfy him we will reimburse the $80.00 fee he paid on 3-9-23. Please let me know.

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought an SUV April 12,2022. 2 weeks after check engine light came on. Diagnosed catalytic converter. Received car back 1week later. Another 3weeks after that had to pay for oil change,due to fact car was burning oil and service department told me ,we had to start with oil change to do an oil consumption test. Since I had bought vehicle i only drove it ***** miles or less. (June ,got oil change). Called for appointment. Returned for 1st oil consumption test on July 13. When I got to appointment they had said since I had opened cap to check oil,and added oil due to being low, I had to start test over again. Mechanic topped off oil and told me not to touch anything and to just call after another ***** miles. ****** another ***** miles,check engine light comes on again. I make appointment. They call to tell me,car needs spark plugs.($100.00) ******** consumption is due again. I call make another appointment, I also include that vehicle is smoking off the passenger side,smells of burning. My sales rep called me and told me to bring down car and they will give me loaner. In the meantime **** Bouchard ,I had voiced my concern to, says they will try to find me a better vehicle. Having trouble finding a vehicle that will match my payments, I have now. At a stand still and don't know what to do next or even trust GM ****.

  Business Response

  Date: 09/06/2022

  We are currently working on the fix for the vehicle per the recommendation's of **** We have also looked into some options to trade the customer out of the vehicle and into something else that *** work for her budget. Currently the vehicle is being driven to ensure the fix will solve the issue that it was brought to us for.  

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17761740
  
  I am rejecting this response because:I have had a loaner for 3weeks now. First service department tried to get me to pay for another oil change.(it has only been ***** miles since I previously paid for one) I had to prove that I had brought the car back for oil consumption  test after *****. Text messages ,receipts. After fighting that, I was told they were doing an engine flush. Now when I ask for an update all I get is "We are trying to put miles on vehicle, to make sure problem is solved."  After another week passed I asked for update. The response was..... believe it or not, the starter went. Service ordered part and should be in soon. ALSO, I was told there was more miles that needed to be driven by them. Now still waiting. Also I do not agree with company response because I trusted this dealership in April to purchase a vehicle in my budget. Company cannot find me a replacement within my budget due to,I don't have  another $100.00 a month to add to car payment. I had gone to this dealership with  TRADE IN and CASH. I am now driving a loaner vehicle that does not fit my needs. Yes, I am very disappointed in how this company is running their business.  I am paying on a car I don't have,  while driving a car that does not fit my needs.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/21/2022

  Unfortunately due to parts and inventory constraints parts are taking longer than ever with minimal updates on eta's as well as vehicles. Our loaner fleet doesn't offer every option to satisfy each customers needs and we will continue to try to improve this as the global supply chain issues will hopefully get better in the near future. I was unaware however that the Maxima wasn't fitting the customer's needs as she did express interest in possibly replacing the Sorento with a vehicle like the loaner vehicle she was in. As for the concerns about the Sorento we are currently following the recommended diagnostic flow chart that is given to us from the manufacturer. Due to the aformentioned parts delays and general back log of the service department this has slowed the process and I do apologize for that as I work with the service team daily for updates. All of these repairs are being covered by the dealership at this time and we are hopeful to have them completed as early as tomorrow. 9.22.22

  Customer Answer

  Date: 09/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************