ComplaintsforSullivan Parkhill Automotive, Inc.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my 2022 Silverado to your shop yesterday for an initial diagnostic, as recommended by the dealership where I recently purchased the truck. Upon leaving your premises, I discovered scratches on the rear bedside of the truck that were not present when I initially brought it in. Upon notifying a representative, they immediately identified the marks as touch-up paint. Despite my assertion that there were no scratches or touch-ups in that area previously, they declined responsibility and refused to rectify the scratch. Upon requesting to speak with a manager, **** inspected my truck and pointed out other scratches, implying that I was mistaken about my own vehicle. I reiterated that the particular spot in question was absent when I first brought the truck in. He persisted in denying any fault and dismissed the possibility of the shop being responsible due to the perceived neatness of the touch-up. As a new owner who regularly maintains and checks my vehicle, I found this accusation insulting. Despite my objections, emphasizing my familiarity with my vehicle, **** continued to dispute my claim and questioned my knowledge of other scratches. When I asked for his email address to escalate the matter, he refused to provide it and suggested I find it online myself. I found this behavior unprofessional and it has influenced my decision as a customer. Several emails have corisponded I am willing to share. Please reach out for the email chain.

  Business response

  07/12/2024

  At 1:23pm on Wednesday I, **** ******, received a text from ****** ****** stating that a customer is up here saying we scratched and touched up his truck while here in service for infotainment related concerns  and *** ********, Service Director, talked to him and let him know we did not scratch his truck.  Mr ******** then asked to talk to someone higher so I walked down to GM and was told where the truck was.  The vehicle was located in front of service in customer parking.  I then walked to the truck with *** ******** and ***** ****** (Lead Advisor).  As I approached the vehicle Mr ******** came out and I introduced myself and asked him to explain what happened.  He told me that he walks by the truck every day and would have seen this scratch and touch up.  I looked at the vehicle and there was indeed a scratch with touch up but looked like it had been there for more than just today.  There was no discoloration from fresh touch up, no runs or streaks, and on the gas cap there was a very similar area touched up done that he claimed might have been there.  I then looked lower on the vehicle where he said there were no blemishes on the vehicle and found chips and scratches on the wheel well.  I then proceeded to the front quarter and found another chip that was touched up with same color and hue as the others.  We asked *****, our body shop manager, to come out and he also believes based on how good the touch up was it was not done here.  I let Mr. ******** know we have a third party come in and touch up our vehicles so I believe this could not have been done in house.  Based on this I told Mr. ********, I believe this has previously been touched up.  He then said that he believes we did all of the touch-up areas after first just saying the spot on the rear quarter panel.  I did explain that we have a no-fault policy and we talked to the technician that did the service and he admitted no fault.  I then told Mr ******** that based on this I do not believe we are culpable for this.  He said he will never be back and I had sorry to hear that but I understand, with which he replied no you're not.  At this point he took my name and email and said he was going to call a lawyer.  I did tell him that my email was on the website because he wanted to email multiple people and this allows him to just click on the persons name he wants to email without writing them down.  I did give him my email after he did not like that suggestion.  I said thank you for your time and he entered his truck and left.  We also called the selling dealer (since it still had dealer plates) to inquire further and were informed that they had a third-party company called ***** **** in and reconditioned this vehicle including touching up scratches in several places.  We do not know the exact places of the touch-ups completed, but based on other touched up areas, the scratch in question matches the other touch-ups.  They have an invoice for this company connected to the vin of this vehicle.  
  
  
  

  Customer response

  07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Sullivan Parkhill in Champaign, IL to repair the AC in my car. After evaluating my car they determined my AC compressor needed replaced. A technical from Sullivan’s then called and provided me with a quote of right around $1000. After completing the work on my car the following day, June 21 the tech called me back saying I owe $2016.47. When I disputed the charge the technician claimed he quoted me $1800, which is inaccurate. Upon speaking with the technician’s manager I was told I misunderstood the quote and the charge remained the same. I then asked to remove the part and said they could keep it. The manager said they could remove it, but would have to bill me for the additional labor plus the part because it’s a nonreturnable electrical piece. I am now reaching out to a lawyer for additional advice and do not have my car because they will not release it until my bill is paid. I was also informed if I did take the car it would be considered theft of services.

  Business response

  06/23/2023

  We appreciate being made aware of this complaint and having the opportunity to address.  I spoke with our service manager and ******** service advisor for more information on the situation that transpired.  I was informed that we did a diagnosis on his vehicle, prepared an estimate and provided him a quote by phone.  He was provided a complete quote, less taxes.  The quote provided is no different than what was generated in our Multi-point inspection prior to calling ****** and the electronic footprint shows there were no modifications to the initial quote given.  ****** stated that ***** could have misspoken and we informed ****** that he could have also misunderstood the quote given.   

  Part of ******* argument to ***** (advisor) multiple times prior to seeing the paperwork, was that he was quoted $1065.00, no number comes to this total in our estimate.   

  We tried to review the quote with him several times and he ripped the paperwork out of the hands of our service manager and informed her that he is taking his car.  He also stated that he was taking the paperwork.  The paperwork he tried to take was the customer paid invoice, we informed him that he could take the paperwork, but we needed to write copy on it and not paid.  He would not allow this.  ****** did have a friend with him that tried to assist in the situation and finally got him to allow us to write on the invoice.  After leaving the dealership, he came back with the paperwork and pointed out the lone labor charge of $1045.00.  We explained that was only the labor charge, no parts included and we have to break this down on the invoice.  We quote total repair (parts and labor,) not presented as separate items.    
  If any further information is needed, please do not hesitate to reach out. 
  Thank you,
  **** ********
  Business Development Manager 

  Customer response

  06/23/2023

   I am rejecting this response because: the information contained in it is inaccurate. At no point did I say I was quoted $1065. I said I was quoted around $1000. The interesting part to that is the technician I spoke with on the phone claimed he quoted me $1800 yet the manager claimed he quoted me the final billing amount ($2012.07). I did review the invoice after leaving and came back in to show the manager I believed the amount I was quoted was on the invoice and that amount was ($1043). I’m not sure where they’re getting any numbers to the contrary. 
  

  In regard to their claim that I ripped the invoice from the managers hand, that is completely inaccurate. I was provided the document by her. When I told her I’d be seeking legal counsel she attempted to rip it from my hand. I then pulled it away and would not allow her to take it until she explained what she was attempting to do. Once I understood and had my Fiancée’s alignment I gave her the document. I’m not trying to get away without paying for the service. I’m trying to pay the amount I agreed upon for the service. If you google the average cost of replacing an AC pump in a 2019 Impala it’s between $800-$1000. That’s right in line with the number I was quoted. I don’t think that’s just a coincidence. I would not have agreed to an $1800 or a $2000 repair. That’s way too high for this work. I absolutely didn’t misunderstand the initial quote of $1000. That sounds nothing like $1800 or $2012.17. 
  

  Finally, I did not at any point say I was going to take my car without paying. I asked her to take the AC compressor out and give me back my car, so I could take it elsewhere for service. The manager, of course, replied by telling me she’d charge me for the labor to remove it as well as the installation and would still bill me for the part because it is a non refundable electrical piece. I refused the removal. 
  

  These folks made a mistake by providing me with the wrong quote and are simply refusing to own it. Perhaps a best practice for them would be to provide a written copy of their quotes and attain a signature prior to moving forward with any work and if their technicians take significantly longer than expected to complete the work that, which is what I’m thinking may have happened here, they need to own that. It’s not the customer’s responsibility. I would have agreed to pay $1200 for a final bill or something around $1000 the cost ended up being more than quoted. I understand that happens, but it shouldn’t be more than double the quoted cost. That’s just dishonest business. 
  

  
  

  Business response

  06/29/2023

  ******,

  Thank you again for taking the time to speak with **** ****** and I today to come to an agreement on this situation.  We will send over an email shortly to confirm the total amount of $1300 for your bill. 

  Thank you, 
  **** ******** ******** *********** *******  ************ ************************** 

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Me and my spouse recently purchased a used vehicle from here, for our growing family and had a decent experience with the purchase of a 2013 Chevy Equinox. On the other hand, I can say hands down it has been the worst headache and most stressful experience we have had. While we only spent $12,000 on a pre-owned SUV, you would expect to have little to no mechanical/electrical issues within the first 6 months of owning it. 2 months after purchasing it, we went in for routine maintenance and minor repairs (headlight). We left confident and satisfied unknowingly leaving without inspecting it. We got home and noticed the headlight was still not working. We called and got it serviced again. Not even a month later, the same issue occurred and were scratching our heads as to why we keep having this particular problem. Fast forward to today, we are now having engine complications. Me and my spouse are at a loss and are not getting anywhere. Last time I spoke with the manager about the headlighT

  Business response

  10/19/2021

  ********,  We are sorry to read that you are having issues with your 2013 Equinox.  We do put all of our vehicles through an inspection when they come in, before being available for sale.  If we miss anything during this inspection, which usually arises 3-5 days after purchase, we do stand behind it 100% and do what we need to make it right.  You have owned this vehicle for 5 months now.  This vehicle came with a 15 day/500 mile powertrain warranty as explained on the buyers guide and you were also offered an extended service contact, which you declined.  We are not able to accept responsibility for mechanical breakdown outside of the 15 day/500 mile warranty.  If you would like, we would be glad to review the option of trading you into a different vehicle.  If this interest you, please let me know and we would be glad to review.  Thank you, **** Henthorn

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

  Customer response

  10/20/2021

   I am rejecting this response because: Manager states he is not inclined to help, since I made a complaint with the BBB. Manager and company state they back their vehicles 100% but when something is actually wrong, they do what they can to avoid it. As I have reviewed other customer complaints about their service department, I have made the determination that although they say they inspect all their vehicles and back them 100% that things are not done and or not done correctly. I have had first hand experience with this particular issue from their service department. Manager is aware. I believe they tell their customers they do complete inspection on vehicles, but with a service staff that forgets to repair a simple headlight, I think there is cause for concern and should be looked into deeper. Not just for me, but for other consumers alike. If I have to post a terrible review and file a complaint everyday until something is done, I will do so. Thanks 
  

*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. ↩