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:10/10/2024

  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.

  Brought in vehicle thats under warranty. Second time with a complaint about the 4wd. It takes a while to click back into 2wd with a bang and it almost stops the vehicle. They say its fine even though *** owned this from brand new and clearly theres an issueOct 10 this occurred. They then tried telling me I need new tires and brakes with 26k miles on it and the tires have at least 3 years left in them. I told them I need to get car on ferry and they called me 20 minutes before to tell me all this work needs to be done before inspection sticker. Instead of telling me in the 8 hours they had my vehicle. So spent $300 dollars and a day off from work to get NOTHING accomplished. Once I said no to their 3k in add ons they basically said pound sand.I brought it off site immediately and no questions asked passed for my inspection sticker. So they lied to try to get me to bite on new tires. Couldnt be more obvious that I dont need tires.

  

  Business Response

  Date: 10/11/2024

   

  Mr. Skerrett brought his vehicle to us as stated on 10/10/24.  Mr. Skerritt complained that the 4wd takes a long time to engage and when it does it bangs into gear and is slow to disengage, you have to drive at 10mph for  bit.  The technician checked the 4wd operation and checked for any codes in the computer- none were found.  The tech has stated the the vehicle is operating as designed.  We would be happy to have Mr.Skerritt come and drive his vehicle with a technician to ensure that both parties are feeling the same thing and that nothing was missed.  The dealer stands behind its recommendation of tires due to severe dry rot (not tread wear)  we also found a nail in the r/rear tire's sidewall.  We sent Mr. Skerritt a full video showing and explaining why he needed tires.  Although he has low mileage the original purchase date of the vehicle is 10/17/18 making the tires 6 years old.

  Customer Answer

  Date: 10/12/2024

  Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 22408017. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Nathan

   

   

• Initial Complaint

  Date:08/23/2024

  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.

  This is a joint complaint against Sullivan Brothers Toyota and Toyota Motor USA. I Purchased a 2024 Toyota Tundra Platinum model right off of the truck on 11/25/2023. [Vin# ***************** - Stock #A3186] The vehicle sticker indicated that there were many options included in the vehicle such as Navigation, Towing package, power windows etc. For comparison purposes, the last new Toyota I purchased was in 2012 which had many of the same features. My complaint covers the following points:- By ***** accident and while talking to Toyota ****************** on troubleshooting some problems with my voice activated navigation, I discovered that, unlike my 2012 Toyota Tundra Platinum which had Navigation "resident" on the vehicle. My new 2024 Tundra has Navigation on the "cloud" and that this feature on my new Tundra is only a "TRIAL" feature and if I want Navigation going forward, it will cost me approximately $15 per month - Upon this discovery and hearing my utmost concern, the Toyota ****************** *** said, "it's in the manual". An absolutely insane comment in that you don't get a manual until you purchase a vehicle!- The sales *** who sold me the vehicle nor anyone in the dealership PRIOR to my purchase, nor the dealer vehicle sticker ever indicated that the Navigation feature was a "TRIAL" feature - In my opinion, these are MATERIAL OMISSIONS AND FALSE ADVERTISING - Now the dealer is trying to backpedal and say he went over these points upon dealer delivery BUT the point here is that this all happened AFTER I purchased the vehicle

  

  Business Response

  Date: 08/29/2024

  ************************ has spoken to the dealer General Sales ********************* O'sullivan to voice  his dissatisfaction with having to pay a subscription fee for his navigation connected service after one year.  It is disclosed in several places on the monroney sticker (attached) that ************************ references to see Toyota.com and Toyota.com/Tundra for full product details.  Please be advise that this Tundra is equipped with Apple Car Play.  ************************ can access maps/navigation via an  Apple I phone or Android phone.  He can also download other free maps/Navigation apps that best suit his needs.  Mr. ************************ offered to extend **************************** subscription for three months as a measure of goodwill.  ************************ declined his offer.  The dealership declines purchasing a navigation unit or paying for a 10 year subscription as requested.

• Initial Complaint

  Date:05/30/2024

  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.

  05/28/2024 I brought my new Prius into service for the 5000 mile maintenance. I was checked in and a video was made of my car. 75 minutes later I was told the car was ready. I went to get in and saw a large area of the front drivers side bumper scratched down to the under surface. I went back to the check in person who looked at the scratches and said I must have done it. I did not. She viewed the video with another service person and they said that the video was inconclusive because they couldnt see any scratches. They sent me to the Business Manager to check my warranties. I had bought ding insurance but he said I had a scratch which wasnt covered. The Service area took my car into the back and buffed it out and washed it for a second time. They put non-matching white paint on the deepest scratch. A chip out of the sensor cover remained. They took it up to the the Sullivan ********************** across the street and quoted me $2,139.80 to fix the damage and told me to report it to insurance. I took it to a local shop who is charging $650. I wrote to Sullivan Toyota asking to speak to Mr ************************ the owner. I got a call back from the Service Manager who said the intake video shows no damage and the exit video shows me pointing something out - but no damage. So I must have damaged the car. I said the car was in their possession the entire time after the no damage intake video and they drove it across the street to their **************** which quoted me over $2,100 to fix - so their statement made no logical sense. The intake video is taken to record damage. If there was $2100 of damage present why did they not take a moment to record that? I am also disappointed that Mr. *********************** was very happy to shake my hand when I spent over $42,000 at his dealership, but pawned me off to a subordinate when they had a problem in the service area. The two photos show the non-matching paint on the deep scratches and the chip How it looked at the ****************.

  

  Business Response

  Date: 05/31/2024

  The dealership Customer relations manager/assistant service mgr. *************************** has spoken to ************** and advised that after reviewing all of the camera footage of her vehicle's service visit with us there is no where at any time that her vehicle was hit or damaged while  in our service department. ************** has advised that the dealer declines any assistance as there is no evidence  that the damages occurred while the vehicle was being serviced. 

  Customer Answer

  Date: 05/31/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Sullivan ***** Toyota made an intake video of my car. In the words of the Service Manager the video shows no damage when the car was brought in for service. They had possession of my car during the entire incident. They drove it to their collision center and gave me an estimate of $2,100 to fix my car - which was in their possession the entire time. Denying that they caused the damage is illogical. Denying that there was damage and then giving me a $2100 estimate for damage is illogical. They never let me see the film. It costs them nothing to fix the damage they inflicted. **************** was not provided. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Birgitta

   

   

  

  Business Response

  Date: 06/07/2024

  Dealer sales Mgr. *********; O'sullivan has reached out to customer in an effort to resolve customers concern.  After speaking to *************** dealer will assist with repairs.

• Initial Complaint

  Date:11/28/2023

  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.

  My wife was having a maintenance service done on her 2022 Toyota Camry TRD ****** miles at Sullivan **** Toyota in ************. She was wandering around looking at the car vehicle for sale while waiting for her service to be finished. That is when Senior Sales person ************************* approached her with and she asked a question a bout possible trade in for the future when our grandson will be born. She wanted explore options getting the remaining balance $7,427.41 4.3%APR from $40,000 pre-order 2022 Toyota Camry TRD with $30,000 cash down from Toyota of Braintree. With in 2 hours at a oil change service, h had convinced her that her Camry was a lesser value car of a 2020 Toyota Rav 4 le returned lease car with missing service discrepancies, exterior damage, soiled interior, stained seats, filthy mess. He kept her on that one vehicle. Everytime she inquired about another vehicle, he brought her back to this mess. He had her sitting there signing contracts with no sale price of the 2020 Toyota Rav4, and told her that her car was only worth ****** when in truth it is $33,000 fully documented extremely clean trade in. He to the false $****** valuation and carried that over to the 2020 Toyota Rav4 le ****** base for a sale price. Then added a Certified Toyota $3,853 to the sale price = $31,428.00 9.3%APR 2020 Toyota Rav4 le new was $25,750. Never mentioning no number during this process, meanwhile my wife was clueless and say "I not sure I'm doing the right thing.." he persuaded her saying "I'm here to help you don't worry.." as he PACKED THE CONTRACT-adding on all maxed 3rd party extended warranties, never mentioning figures or options. Next was the financial advisor ***************** who basically did the same to her ... with $10,177 added to the $31,428 + fess ****** from the $27,757 toward closing the Camry balance. $20,000 is what she gave up the brand new Camry with ****** miles. She was so upset seeing $****** loan at 9.3%. She is mentally disabled receiving SSDI $1,200

  

  Business Response

  Date: 11/30/2023

  Due to privacy laws the dealership is unable to discuss this sale as ************** was/is not a part of car purchasing transaction.  The dealership will follow-up with the owner of the vehicle.

• Initial Complaint

  Date:09/26/2023

  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.

  I brought my Toyota Prius in to Sullivan Toyota service on August 4 to diagnose a check engine light issue . Although the diagnosis did not reveal a problem I was charged $ 158. There was no determination as to the cause of the check engine light. Two days later I drove from Plymouth to Westwood **. On the way back from ******** while on I-93, the check engine light re-appeared, then the temperature light went on. Shortly after, the car stalled. Fortunately, I was in the right hand lane and was able to safely stop onto the shoulder lane. I called 911 for help, there is a record of the call. The recommendation was to call for a tow. Instead, I waited for the car to cool down and was able to start the car. I drove home slowly on back roads without an issue. After having my local mechanic look at the car, he recommended I bring it back to the dealer since he felt it was the electronic thermostat. After considering my options, I elected to take it to ******** Toyota service. They quickly diagnosed it as a faulty thermostat.I object to having to pay Sullivan Toyota $ 158 for a faulty diagnosis that led to a safety issue.

  

  Business Response

  Date: 09/28/2023

  Dealer Customer Relations Manager  *************************** has reviewed  customers concern and request for refund.  In an effort to provide customer satisfaction dealer to refund $158.88.  Dealer will mail check to ***********************************************  

  Customer Answer

  Date: 09/28/2023

  [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 not only does satisfies my issues in reference to complaint #********, it is most appreciated. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/07/2022

  Type:Billing 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.

  First problem was when they didnt show me my finance plans and they told me that the lowest apr rate was through them at 9% with my credit score being at a 718. Then they told me that they were paying the tax difference since its a our of state purchase but then called me tell me they were short on the payment and I have to pay the shortage off $366. They still owe me my $100 deposit they told me I was gonna get back which I never did and they owe me a addition $20 for a vin check that they didnt run like they were suppose too. *** tried calling to resolve everything and no answer I have call logs of how much I call them with not one answer. For a USED car Im paying $726 a month and I tried to lower it with them and I was told that is the lowest. Not only that but Ive called multiple times as well to get information about the lease to give to auto pay plus so they can set up my account, but still not a single answer. So then I called and asked for both a service manager and a regular manager and not one of them could make it to the phone. Place is ran by a bunch of lazy people who only care about the dollar sign and not their customers satisfaction. I want something out of this because at this point its ridiculous with this company and staff, look at the rest of the reviews on this place. Very disappointed!

  

  Business Response

  Date: 09/08/2022

  Dealer customer relations manager *************************** has spoken to customer and reviewed customer's concerns.  dealer provided information for customer to set up autopay, advised dealer will be refunding his deposit of $100, $20.00 for the vin inquiry and also refunding monies due to customer for an error found while looking into customers concern.  Customer relations manager apologized for any phone calls that were not returned, advised customer to call her directly with any future questions or concerns. Tell us why here...