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:03/20/2025

  Type:Product 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.

  I documented the full transaction history in the attached memo.

  

  Business Response

  Date: 03/28/2025

  The issues we addressed in Sullivan Motor Company's service department and the vehicle was delivered back to *****. 

   

  Thank you 

   

• Initial Complaint

  Date:11/05/2024

  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 10/31/2024 I was told to come to this dealership and trust no others as other dealerships will rob me, well here I am with no truck, no bank/lien holder, no explanation to why I was sold a truck with no seatbelts, with mechanical issues after 2nd day of having it, I can't drive it due to no insurance cause I HAVE NO BANK/LEIN INFO TO PROVIDE TO MY INSURANCE COMPANY, The sale person was pushy, would not let me come back during the day or daylight working hours, I was rushed to buy the truck, I was set up on an ipad digitally with only forms they wanted me to sign, did not have the option to read or sign entire contract due to being rushed and how it was set up, the sales person (cowboy was getting high while doing the sale and walking the lot). It is now the 6th day, and I have no truck, no refund, no one has communicated anything to me since yesterday (11/04/24) but when I questioned about my concerns, I was told the deal was not approved yet by GM nor the bank. I was also told at the time of signing contract on ipad to lie to the bank when the bank calls me. I was told I cannot bring truck back, but why? I feel there was a lot of dishonesty and auto fraud done at the time of this sale, I have contacted an Attorney, consumer complaint of Arizona Attorney general. I have the advisement from Attorney and all documents/texts of everything.

  

  Business Response

  Date: 01/01/2025

  Down payment refund check was issued on 11/11/2024, Check #  *******

• Initial Complaint

  Date:09/30/2024

  Type:Sales and Advertising 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.

  Subject: Fraudulent Activity and Misrepresentation in Vehicle Purchase On April 24, 2024, I purchased a vehicle from Phoenix Auto Collection. Unfortunately, I have since discovered significant fraudulent activity related to this transaction. The dealership engaged in deceptive practices by providing misleading information about the condition of the vehicle and exerting undue pressure to expedite the signing of documents, citing the impending closure of the dealership for the ******** a senior citizen, I believe I was taken advantage of during the transaction, as the sales representatives failed to disclose the true state of the vehicle and manipulated the process to secure my signature without a full understanding of the contractual terms.Further compounding this issue, Sullivan Motors, which was in possession of the cars title, unlawfully transferred the ownership of the vehicle without my knowledge or consent. They executed the title transfer with a forged signature, which is a clear violation of Arizona state law. In *******, it is illegal to sell a vehicle without possessing the title, and both dealerships failed to comply with this legal requirement.Given the fraudulent misrepresentation by Phoenix Auto Collection and the unlawful title transfer by Sullivan Motors, I am seeking immediate rectification of this matter. Both dealerships have committed serious violations, including the sale of a defective vehicle and unauthorized title transfers, and I request that appropriate actions be taken to address this fraudulent transaction.Sincerely,******* ******

  

  Business Response

  Date: 12/31/2024

  Sullivan Motor Company has conducted a thorough review of its records and has found no documentation of any transaction involving ******* ******. Furthermore, the provided title copy does not substantiate any claims of fraud. Instead, it reflects a standard sequence of transactions: a transfer between two dealers, followed by a reassignment to a buyer with a lien holder designated.
  To further investigate or address any concerns, we kindly request additional detailed information and documentation regarding the alleged issue. Sullivan Motor Company is committed to cooperating fully and ensuring all matters are resolved appropriately.
  

• Initial Complaint

  Date:05/08/2024

  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 February 27, 2024 I bought a car from Sullivan Motor located in ****. The day after buying the car I discovered that the back up camera was malfunctioning (displaying upside down). I immediately contacted my salesman, ****** to report the issue, and he assured me not to be concerned. He promised to repair everything, including the broken windshield identified at the time of signing the contract. However, it took them nearly a month for them to replace the windshield. Despite my efforts to contact them and visit their location, the back up camera still remains unrepaired, and no one seems to show any concern. The service person, salesman ****** and manager ****** are all pointing fingers at each other, trying to determine who is responsible for approving the costs of replacing the equipment. I require assistance in resolving the problem as it is something I have never encountered before. All I need is to have the camera be replaced. Thank you

  

  Business Response

  Date: 05/14/2024

  Good afternoon,

  I have spoken with *******************, and have agreed to pay half of the bill to get the camera fixed.

   

  Thank you, 

  ***************************

• Initial Complaint

  Date:01/29/2024

  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.

  I went to trade in a car for a truck, I have the truck for 2 days when they call and tell me the contracts I signed are void and my payments are not what we agreed upon they have now went up. So when I told them I want my car back, I wait for an hour and they don't know where my car is. So when I do pick up my car a few days later after they find it. The engine light is on and the Turbo out and I'm told by the sales manager ****** s*** happens.

  

  Business Response

  Date: 02/06/2024

  *************************

  Customer Answer

  Date: 02/06/2024

  I do not accept this response. My car is damaged and I would like it fixed!

   

  

  Business Response

  Date: 03/07/2024

  All vehicles are sold subject to lender financing, this is clearly explained and  signed for in Sullivan Motor ***************************** Unfortunately this was a vehicle loan we were un able to secure.  The trade in was brought to our detail shop for detail, the trade in was returned in the same condition as it was traded in.  

• Initial Complaint

  Date:12/14/2022

  Type:Order 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.

  December 3, 2022, I began to process to purchase a vehicle. One of the agreements between the dealership and I, was that they were going to pay off $1400 to a current auto loan. I also had a trade in valued at $3000. While signing the documents, I declined the *** insurance and TIRE/WHEEL warranty. I signed the documents and they did not provide me a printed copy, instead they said they emailed it to me. I don't own a computer. I was able to view the documents that evening and saw that they had added $1400 to the cost of the vehicle and added *** and WHEEL warranty. They were closed when I returned that evening. I called my salesman on Monday, Dec 5 and he stated he was not working and to come in on Tues. I went in on Tues to dispute the charges. I asked them to remove the $1400 payoff and the ***/WHEEL warranty. They redid the contract but told me my interest rate would go up 6%. The $1400 was removed from my $3000 trade in and then they asked for an additional $2000 down payment. I did not realize these changes until after I viewed the emailed contract again later that evening with help from others. The following day, the dealership called and wanted an enormous amount of documentation verifying my retirement. I told them I don't want the vehicle at that time and I would return it on Saturday because I do not live locally. I returned the vehicle on Dec. 10. When dropping off the vehicle, one of managers (****) threatened he was going to report the vehicle as repossession. They were very aggressive through out the whole process. I do not have the vehicle at this time. as it was left at the dealership.

  

  Business Response

  Date: 01/09/2023

  On 01/09/22 ****** spoke with the customer, All issues have been resolved, we have the customers extra key and Sullivan Motor Company will repair the vehicles bumper.