ReScore Reviews™ (2)
I said I wanted to see it anyway and with hesitation, they put the car back on the lift. The “play” in the tie rod was non existent to the point where I actually took a video. They made it clear that they wanted the money to “repair”(over $500 with labor and an alignment) my tie rod assembly which did not need replacing. After pointing all of this out, they STILL charged me for a shotty job just trying to squeeze more money out of me. I will not be returning OR recommending Bourne’s to anyone in the future!
Based on your impassioned reviews we have changed our policy on Vermont Vehicle Inspections. We will no longer charge for failed Inspections. We have never required that the work be performed by us, just that the repairs are done in a timely manner. (20 days). Best of luck!
Additional charges included $5 for a piece of tape, $10 for the use of shop tools, and $8.50 for handling hazardous materials. After being quoted $100 for a battery change, they charged $160 and refused to honor the initial quote. They tried charging me for a part they would need to order for a future date. If you tell them you want to get your car inspected, they will perform both a "Safety Inspection" and State Inspection, and charge for both.
I highly recommend either making sure you either work directly with the owner, Rene, or find yourself another shop.
I want to apoligize for your experience while I was away. I didn't get your message until after I returned. It appears to me the problem was a communication issue. I called and left a message and would certainly like to talk to you at your convenience. My ad was not meant to deceive and I certainly apologize again for the confusion.
I look forward to hearing from you!
I appreciate the trust and response, sorry about the confusion with the Star Rating!! :)
If I would have known when my inspection was completed by Bourne's that my wheel bearing was bad I wouldn't have had to spend $400 for it to be replaced.
On TOP of this... The dealership caught multiple other problems concerning my exhaust leaking into my car, my arms to my power steering needed replaced, my one set of brakes needed replaced and my driving belt needed replaced. This is a HUGE deal that Bourne's did not catch this. I am so thankful that someone who was simply changing my oil told me that my car was a safety issue. I commute 100 miles a day and am NOT trying to crash on the highway. I am EXTREMELY disappointed with the knowledge at Bourne's. I get that they see many different cars on a daily basis, but something as serious as a wheel bearing and a leaking exhaust should be OBVIOUS. Also, Suzuki said my tires did not need replaced. Again - conflicting information considering Bourne's told me I would hydroplane while driving.
Therefore, I do NOT recommend Bourne's for inspection services. If it is a small job then I am sure you will be fine, but I am concerned with their ability to diagnose severe problems on simple cars.
I am just extremely, extremely disappointed. This cost us an egregious amount of money and we would've appreciated knowing about the wheel bearing in time to have saved us $400. I'm sorry if this review comes as a shock to the owner. You are very kind. All in all, I just wanted to make not only you aware of what happened to improve this, but your customers as well.
Wow, thanks for taking the time to respond in such detail!! I'm really sorry to learn of your troubles. When we checked your vehicle over for Vt Inspection Feb 17th your brakes were at 50-60% front and rear. Your steering and suspension were ok. There is no incentive for us to not find the work your vehicle needs, and I would never advocate creating problems to fix. Repairs are what we do and have done for 30+years. When your vehicle came in 8 weeks and 3448 miles later to have the hitch installed, you commented your vehicle had pulled since we rotated the tires. We recommended rotating them back or replacing them soon. We didn't say they wouldn't pass Inspection just that they were worn. I'd be curious to know what the tread depth on them is now. If the wheel bearing had been loose during inspection we would have noticed. When wheel bearings fail they are either loose and noisy or noisy. We obviously didn't pick it up noise on the test drive. If there had been play during your inspection it would have failed.
. The used trailer hitch you brought us to install took longer than expected. I apologize for that. Your car was given a quick suspension check and I'm sorry we didn't take the time to do the level of check over you deserved. I saw no mention of while the Monroe Muffler Brake people were checking the wheel bearings, whether they found any problems with your steering components, drive belt, exhaust leaking, or brakes either.
I can't thank you enough for your comments and feedback. I know it takes a lot for some people to complain and nothing will change unless the problem is talked about. It's brought us back down to earth and we're instituting changes in our inspection process to be more clear and detailed. Please don't hesitate to call me if you want to discuss this further
I was away when you came in for service and I apologize for taking so long to respond. It's my understanding the technician explained that your problem was with the instrument panel cluster and that it should go to the dealer for possible reprogramming. We didn't charge you anything to diag it and because it was work best done by the dealer. (Even if we replaced the cluster it would have to go to the dealer for programing) We didn't want to waste your time and money. I would like to know what the final diag of your problem was, and if this isn't your understanding of how things went. Or, if you'd like to talk to me about how it could have been handled better please call me at your convenience.
Thanks, Rene Bourne 802-658-6460
Sorry to hear we didn't resolve your noise concern. Sounds like we need to go for a ride with you to get a better sense of what we're looking for. A written description is often a difficult way to identify a problem. If you're willing, We'd be happy to make another attempt at diag your noise at no charge. I have no doubt there's a real noise there.
Thanks for your response,
I was aslo disappointed with the issue of your bill. I've always tried to make sure the customer is informed when any issues come up during the repair. Due to a billing mistake and poor communication while I was away we let you down. I'm glad Steve was able to correct things for you. If things are still not to your satisfaction please let me know.
Again My Apologies!!
You're correct! I apoligize for how your visit went. We can do better and will. Somehow you're appointment slipped thru the cracks. We make several appointments daily with our system so we do check it often. Would like to know if it was thru the web site or some other system like Yelp.
Again, My Apologies!
I apologize for the poor communication, I know how important it is and will be discussing it with my crew!
Thanks for your response Jonathan. Please call me if there's a problem about the bill, we try to give accurate estimates before we do the work. Also, did you leave a dog leash in the back of the car?
Sorry about the delay. Glad it was a minor issue.
Thanks for the very nice review.
I noticed you gave us 3 out of 5 stars. Just wondering if there's something we could have done differently to get more stars, or if you're a tough grader!! :)