I don't typically leave reviews, but this experience with Burrough & Sons Automotive was concerning…read moreenough that I feel it needs to be shared.
On Monday, July 27th, I called to schedule an alignment for my 2004 GMC Yukon Denali. I was given an appointment for Friday, July 31st at 9:00am and was told the alignment would take about an hour.
When I dropped my vehicle off Friday morning, I explained to the worker that I had work from 11:30am-5:15pm and that I would not be able to answer my phone while I was working. Since the vehicle was dropped off at 9:00am and I was told the alignment would take about an hour, I expected there would be enough time for the service to be completed before I had to leave for work. I didn't mind if the vehicle stayed there for the day as long as I could pick it up afterward, but I was not expecting it to take all day. I was expecting to pay at drop-off so the keys could be left in the lockbox after hours if needed, but instead I was told I would receive a payment link online.
I did not receive a text confirming my vehicle was ready along with the payment link until 2:53pm, well into my work shift. I had already explained that I would not be available to respond. They then called me at 3:40pm and again at 4:05pm, despite knowing I was at work and unable to answer.
After reviewing the invoice, I noticed an additional $20.64 charge for adding oil because the vehicle was reportedly 1.5 quarts low. This was never discussed with me and I never gave approval for oil to be added or for that additional charge.
The biggest concern came afterward. After leaving work and going to pick it up, I saw someone who worked there (who I later found out was the business owner) he told me that I did not pay the invoice by 4pm (which I was never told to do so- even after explaining my work situation with the business) and that the vehicle was going to be locked in the garage until Monday. I was later able to locate my vehicle parked in a residential neighborhood near the business owners house (which 2 miles from the business) after I was told multiple times that my vehicle was locked safely inside the garage.
I was able to contact the owner from a mutual friend and he agreed to meet Saturday August 1st (they are closed for the weekend) for me to pick up my vehicle if I payed the payment link beforehand . Because I wanted my vehicle returned, I paid the invoice, including the unauthorized additional charge, even though I had intended to discuss it first.
The following morning, Saturday, August 1st, I went to speak with the owner directly he arrived at the shop driving my vehicle. When I asked where my vehicle had actually been kept and why I was told it was in the garage. The business owner said it was actually parked at their storage lot and when I asked the location he repeatedly told me it was "none of my business." Instead of addressing my concerns, he became defensive and dismissive.
I also noticed that the vehicle had been moved while it was in their possession. I reset my trip meter when I get gas and documented the mileage before dropping the vehicle off. When I dropped it off Friday, July 31st, the trip meter showed 47 miles. When I picked it up Saturday, August 1st, it showed 56 miles, which is an additional 9 miles. This raised additional concerns about how my vehicle was being handled while it was not in my possession.
My concerns are not just about the alignment itself, they are about communication, transparency, additional charges that were never approved, and how customer vehicles are handled after hours. I have photo and video documentation of our conversation in person and the GPS data supporting my concerns regarding where my vehicle was located and the circumstances surrounding this situation. Additionally, I've filed a report and submitted this information to the Bureau of Automotive Repair.
Based on my experience, I would not recommend Burrough & Sons Automotive
