Complaints

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:07/25/2024

  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.

  Purchased a ****** Altima on June 18, 2024. Picked the car up on a Saturday, had it inspected on that Monday and check engine light came on that Tuesday ( so 4 days after pick up). Called Bourne and said they would fix under 60 day warranty. Brought the car in and was told it was a very small evap leak and they got check engine light to go off ( assuming they just cleared the code). Less then 2 days later after getting car back the check engine light came back on. This time they said it was the purge valve and they replaced it. Picked car up and check engine light was off but 2 days later it came back on. Brought car back in on July 12th and today is July 25th and they still can not figure out why check engine light is on. This time we have gone a solid 2 weeks without the car and prior to that we maybe have had the car to use a total of 5 to 6 days. Not only have we been without a car but have had to drive the car back and forth to dealership 3 times ( over a half hour away). Nobody in service returns my calls and had to physically go in this week to get an update in which I was told they are still trying to figure it out. Bottom line I have not had the car to use since purchase and they dont know what wrong with it.

  

  Business Response

  Date: 07/29/2024

  Thank you for your patience while we diagnosed the check engine light.  We are confident that is has finally been repaired and will continue to stand behind the vehicle if it was to occur again.  I appreciate your understanding and respectfulness to myself and our team.  Please reach out to me directly if you have any other concerns.  

  Customer Answer

  Date: 07/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/24/2024

  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.

  Purchased a 2015 Kia ******* on 3/26/2019. 9/26/2022 I heard a loud clanking noise coming from the engine while driving home from work. It ended up stalling.Car was towed to Bourne Auto in *********. Bourne asked me to provide receipts of inspections done on the car, stating *** was requesting this in order for the repair to be covered by the warranty. Finally after a week of them trying to gather this information they stated I qualified for a new engine. Each time I called to follow up on the status of the repair, ***** (who no longer works there) would state they are waiting on *** for the engine. After spending money on UBER and borrowing a friends car for almost a month the car was ready for pick up on 10/18/2022 stating the extended warranty (which I purchased at the time of repair) is valid for something like 16 months or ******* miles. 5/8/2024 my engine failed again driving home from work on the highway. AAA towed me to my personal mechanic who then towed it to *** in ******* MA. They deemed it a total loss and stated the new engine was never registered with them and they have no record of this engine inspection before install. *** stated that I could have been eligible for an extended warranty since I was only over 6658 miles BUT unfortunately there was a recall on the vehicle which was not followed up on. Bourne did not notify me of the recall (considering a month of holding my car for repair, I'm sure they would have known about it) nor did I receive any information in the mail. I called Bourne to explain the situation and was told the warranty had expired on 3/26/2024. I have tried to enter all the class action law suits but because of not following up on the recall I don't qualify for any compensation. I was renting a vehicle just to get to work 20 miles away. Being a single parent renting a car was not ideal and extending the rental was not cheap. I ended up losing my great paying job and till today left without a vehicle that I'm still paying on.

  

  Business Response

  Date: 06/25/2024

  *****,

  We are sorry you are having issues with your vehicle and that you are out of all warranty.  Manufacturers reach out directly to all consumers about any open recalls even if the vehicle is purchased used.  We also have not seen your vehicle in our service center since October of 2022.  At that time your service contract covered the ENTIRE cost of the engine which was close to $9,000!  Again, sorry you are having this issue but this is well outside the scope of anything we would be responsible for.

   

   

• Initial Complaint

  Date:04/22/2024

  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.

  On April 15th I went into Bourne to purchase a vehicle. The car salesman was completely rude and ******* me through the purchase but I was desperate and it was my 5th shop. I purchased a vehicle and went back the next day to retrieve it and after I signed everything and had the plates, they gave me the keys and told me there was a broken light and potentially the area covering the light would be broken too. I asked how quickly it could be fixed and they told me I could come in tomorrow and figure it out and I told them I did not want the car if it was going to take too long because I really needed a car and knew it would not pass inspection. The salesman got on the phone and told me to come in tomorrow morning. The next day I went in and waited 2 hours. After 2 hours they told me there was more damage then they thought and they could not fix it until Monday because they needed to order another part. I was very upset and asked to return the car again and they refused. The went out back and spoke to each other and then "found" another car from their other lot to take the piece from. 4 hours later they still were not done with my car. I asked them to give me the car because my son and I were starving and I was late to work and they said it would be another half hour. I went around back to where the car was being fixed and the guy fixing the car said it was taking so long because the car had additional bumper damage. He took the car off the lift and gave it to me. The car has not passed inspection and the dealers still will not take the car back. I want them to take the car back immediately!

  

  Business Response

  Date: 04/26/2024

  I have spoken to the customer and informed her that we would give her a full refund for her purchase.  I also offered her the option of us giving her a replacement vehicle, repairing the taillight and making her first payment for her.  As of now, we are planning to meet tomorrow morning and have the vehicle repaired.  

• Initial Complaint

  Date:04/01/2024

  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.

  Business committed to providing me with repairing my vehicle, which as a result has further made my vehicle worse, and undrivable on numerous occasions which are all documented.This dispute is in regards to purchasing a vehicle from bournes auto center, who at the time sold a vehicle with issues that according to them were "resolved" and fixed, however, a year after purchase the vehicle started to have the same issues, which in turn became much worse, the vehicle has been to three different repair shops, and each time the car has come back a mere shell of itself.The nature of this dispute is to seek compensation in the form of being provided a new vehicle, that does not come with the issues that I currently am having, bournes auto center along with a 3rd party dealership as ****************** have all tried making repairs to the vehicle, and each time something was either broken causing the vehicle to suffer another form of repair after numerous attempts at repairing my car have been stripped of auto start & stop feature, the engine has been replaced with a used engine, according to ****** motorsports, the radiator has been replaced, serpentine belt among numerous things that I was told would resolve the issue of the car stalling and shut off, which has occurred on numerous times on the highway including the roadway.

  

  Business Response

  Date: 04/04/2024

  Thank you for allowing us to make this right.  We appreciate your continued business and are genuinely sorry that your vehicle had these ongoing issues.  We hope you have great luck with your new(to you) vehicle.  If you need anything at all please do not hesitate to contact us.

   

   

  Customer Answer

  Date: 04/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:04/26/2022

  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.

  In February of 2022, I purchased a 2017 ***** Cruze from Bournes Auto Center. Within 48 hours, the check engine light went on. I tried to get it inspected and get the diagnosis of the issue but it failed the inspection and the automotive shop would not give me the diagnostic code. I called Bournes Auto Center immediately and told them of the problem and when I called they mentioned the light was probably on due do the air filter because a new one was installed prior to purchasing the car. They told me to bring it in but could not get an appointment for 2 weeks. In the beginning of March, I dropped of the car for repair which was supposed to take 24 hours and ended up taking almost 4 days due to an incorrect part being shipped to them and an incorrect diagnosis. I was told at that time that it was not the air filter but a *** valve had to be replaced. I picked up the car after the valve was replaced and drove it for a couple days and the light had come back on. I immediately called Bournes Auto again and told them the light had come back on and they assured me it was my gas cap being loose and instructed me to tighten the gas cap and drive it for a few more days and if the light was still on I can bring it back for more repairs. I brought the car back when the light remained on and they had it for 24 hours. I received a call that it was ready to be picked up and I drove it for about 10 miles and the light had come back on. I brought it back and was told that the *** valve that they replaced had an additional part that also needed to be replaced. After having this car for 6 weeks and several repairs, the car was still unable to pass inspection. I came to the conclusion that the vehicle that was sold to me was damaged beyond repair. When purchasing the Cruze, I put down $4,000 which was not returned to me. I feel that I was taken advantage of and was sold a car that wouldn't pass inspection and waiting for so long for the repairs I was unable to meet the return policy.

  

  Business Response

  Date: 05/03/2022

  Due to issues with the vehicle the customer purchased we offered them a full price trade in towards a different vehicle.  Due to the fact that the customer obtained financing on both vehicles they had a difficult time understanding the numbers after they had already signed and taken delivery.  Our ************ Manager and GM have each explained and itemized how the numbers worked.  I have spoken to the customer and emailed her but have not heard back from her. 

  Customer Answer

  Date: 05/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  

  
  Regards,
  
  *************************************