ComplaintsforSullivan Tire Co., Inc.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was rejected during a state inspection because of "worn" wiper blades. The blades are less than a year old and they were inspected several month ago at the dealer during a recall. "worn" wiper blades is very subjective. I owned a service facility. I've replace thousands of wiper blades. Sullivan should not have rejected my car. I'm guessing this is very common at Sullivan to sell parts and pad the bill. Also, every car they service they go through your vehicle without permission looking for a part they can sell you. In my case they disconnected the glove box door to get to the cabin filter spilling all my covid masks on the floor. They also went through my glove box and put my old insurance card in one of their plastic packets. THIS IS AN INVASION OF MY PRIVATE PROPERTY! They don't respond to complaints. It cost me time and money to come back for an inspection that should have passed. I never signed an RO. So I did not authorize any service.

  

  Business response

  07/12/2024

  The customer reached out to ********************** Customer Relations and to our CEO on 6/24/24. I reached out to the customer to gather more information as there was no identifying information in the original email. Our CEO forwarded me the email he received so I could reach out to the customer. We responded on 6/25/24 via email to customer. We provided the feedback to our retail leadership team to review.

  
  Our State Inspectors are trained and conduct inspections per NH State Guidelines. Guidelines for NH State Inspections are stricter than most states. The vehicle failed for wiper blades and the customer was provided a quote to replace with us. Each blade was quoted at $20.99 per wiper and no labor to install. I looked up pricing for wipers on AutoZone. Prices range from bottom tier wipers at $6.99 per to top tier at $39.99 per. Our wipers fall in the middle. Our apologies that the customer disagreed with the assessment of our inspector that the wipers needed to be replaced. The customer supplied his own wiper blades and the store installed them complimentary for the customer. We stand behind that the wipers were required to pass inspection.

  
  We offer a complimentary Visual Vehicle Check (***) to every customer. ********************** and Auto ********************** uses the ****************** Program (MAP) for each check. MAP provides industry guidelines for vehicle checks or inspections that allows customers to make an educated decision on potential repairs for your vehicle. I have attached a copy of the *** for review. Our sincere apologies that contents of the glove compartment were left on the floor after removing the cabin air filter. We will be reviewing this with the technicians.

  
  The plastic packets are provided complimentary to customers when they have a state inspection done, it is a place for them to store their registration/insurance information for easy access. We will revisit this practice and discuss if we should change practice and hand the plastic jacket to the customer during checkout so they can decide whether to use it or not. Thank you for this feedback.

  
  We regret that the customer was not satisfied with their experience. We take feedback seriously and have already provided this to our retail leadership team who will ensure our technicians are working in the best interest of our customers.

  Thank you,

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

  Customer response

  07/15/2024

  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. 

  [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
  

  First, some correction to the erroneous points in Sullivans response
  1. I was not told there would be no charge to install the wiper blades.
  2. I left the Sullivan shop, purchased my wiper blades elsewhere, INSTALLED THE WIPERS MYSELF, and returned several days later for a re-inspection. This wasted my time and cost Sullivan $$ as well. THERE WAS NO COMPLIMENTARY INSTALLATION of any part by Sullivan Tire.
  3. I do not know if the contents of my glove box ended up on the floor. I do know that the glove box, when improperly disengaged, will expel the contents onto the floor. Regardless, I never authorized access to my cabin filter and discarded the masks.
  4. The employees at Sullivan went through my glove box to find my insurance card and place in their plastic folder. I never authorized this. This is a violation of my privacy.
  Sullivan Tire and Auto Service uses the ****************** Program (***) and their own VVC to inspect cars beyond, and without authorization, customer vehicles. I was never told about nor did I authorize such a intrusive violation of my right to privacy. *** is an organization made up exclusively of parts suppliers and automotive service centers. It is NOT a consumer organization and is not affiliated in any form with any consumer organization. *** exists to sell product parts and service, needed or not needed by the consumer. *** and Sullivans VVC fails the *** requirements. Sullivan did not inspect my spare tire for air. Sullivan did not lubricate my doors. Imagine if I had a flat tire on the interstate, having just had a Sullivan *** and VVC and my spare tire was flat! The *** and VVC is a sales tool. Cars built over the last 30 years last much longer and need less repair but that does not stop shops such as Sullivan from finding issues, real or created.
  It is disturbing to see vehicles with new inspection stickers, as I did at Sullivan, with oversize tires extending beyond the wheel well. A blatant inspection violation and one that the inspection stations and the police ignore. Ditto for illegal exhaust systems and aftermarket lights. A good friend of mine was killed when he was blinded by illegally install Halogen lights.
  On the two occasions I waited for my car at Sullivan I witnessed the up-selling and sales pitches to various customers. The sales pitches are slick, my 4 decade automotive service experience concluded that much of what was being offered was not necessary.
  I cannot fault the technicians as Sullivan has erroneously stated to be the issue. The problem is the intake process and those interfacing with the customer. Again, this is a systemic problem likely to never go away.
  Bottom line: Stop accessing customers vehicles without their permission. And stop pushing inspections, holding the customer hostage unless they replace parts that dont need to be replaced.
  

   

  

  Business response

  07/25/2024

  We appreciate the continued conversation.  Our apologies, with further review we did not install customer supplied wipers. The customer did leave to purchase wipers on his own and then returned for the reinspection on the 22nd. On the invoice, in the gray area, there is a cost for the wipers and no labor charges. We apologize again that the customer was not satisfied. We have already provided this to our retail leadership team who will ensure our technicians are working in the best interest of our customers. Thank you for the feedback.

  Customer response

  07/29/2024

  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. 

  [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.] 

  The use of MAP to inspect customer's vehicles is an invasion of customer's privacy unless the customer has been offered the **********************, agreed to the service, and signed an RO authorizing the service.  The issue is not the technicians, they are only doing what management is telling them to do.  Sullivan is missing an opportunity do offer the service correctly.  I don't work for Sullivan so I will not tell them how to correct this.
  
  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,

  *****

   

   

• Initial Complaint

  06/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Sullivan Tire in ********* MA did 2 diagnostics on my 2009 ***** CRV in just two weeks recently and replaced vehicles Power Steering due to leak issues. The bill was over $1100 just for that plus I was charged additional $700 for related oil leaks as well- a total of almost $2000. However a couple weeks after I discovered my car was still having leak issues! The ***** Dealership where I happened to have some recall work done later noticed my vehicle also had a transmission leak. In meantime, I made another appt with Sullivan Tire as I told them I still seemed to be having Power Steering leakage! In meantime, I then had the transmission leak addressed by another mechanic since Sullivan Tire stated they would need to charge me again for yet a third Diagnostic before they would tackle transmission issue. I now think thats a money making scheme that Sullivan Tire charges you for a diagnostic every time you bring vehicle in even if several already done back to back related to multiple leak problem. As result I decided to take take my vehicle elsewhere to fix the transmission leak so Id avoid cost if another diagnostic. The mechanic who repaired that issue then discovered that my vehicle had a rotted power steering hose which was causing the continuing power steering leak! All he needed to do was replace that hose- costing me just $200 for both power steering and transmission leak repairs! It now seems increasingly apparent to me that Sullivan Tire replaced my entire power steering when it was really only a hose replacement that was necessary. I would like some monetary restitution out of the $1100 portion I paid to Sullivan Tire for likely doing unnecessary expensive parts replacement along with high labor cost to replace an entire Power Steering unit when in reality only one hose needed to be replaced.

  

  Business response

  06/24/2024

  Thank you for your patience as I have been out on vacation. Your concern was received and provided to the Area Supervisor to look into further on 6/24/2024. We appreciate the opportunity to address your concerns. 

  Customer response

  06/27/2024

  [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 does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sullivan Tire mails advertising to two people, who no longer live at my home: ******************* and ******************* at ****************************************. I have asked Sullivan Tire to remove these names several times; the names are separate in their database, it seems. Below are the occasions of my requests, that I've written down. Each contact I've made with them, was because I received another mailing. Sullivan Tire at ************************************** is the location.Some time before Dec 2022, I walked at least two postcards to their location on **************; I was told the names would be removed. I believe I called them before this. I don't have dates for these, as this was before I realized that this simple request was being resisted.July 25, 2023 - I spoke w/ **** on the phone, ************, who said the names would be removed.Oct 23, 2023 - I talked w/ a woman at their corporate number, who tried to convince me to pass the mailings on to someone else.Dec 29, 2023 - An online chat I had with **************************************, "I will ensure that these names/address are removed personally."March 1, 2024 - I again spoke with **** at above number, and he assured me I wouldn't get any more mail from them.Jun 14, 2024 - I filled out a form at sullivantire.com, detailing much of the above occasions., and asking for them to remove the two names. I've heard nothing from them.I appreciate your help in getting my request fulfilled. I just don't want these mailings sent here anymore. This is a simple thing to do; no other business or non-profit or person has continued to send mail here, after I contacted them. Sullivan Tire is a big exception.

  

  Business response

  06/24/2024

  Thank you for contacting us. We appreciate your continued communication and our apologies for any inconvenience. Our marketing team has confirmed that the address has been removed from any future mailings. Our call center representative should also have reached out via email to confirm with the customer directly. Our apologies for a delay in response through the BBB as I have been on vacation. If you need any further assistance, please contact ********************************************* Thank you. 

  Customer response

  06/25/2024

  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. 

  I accept the apologies of ******************************, and that of the anonymous messenger. However, I've received *words* from people at Sullivan Tire about 5 times now, and continued to receive their mail, so I'm extremely reluctant to consider the matter closed.

  In my email to ******************************, I told her that I would give her a sincere Thank You a year from now, in June 2025, when I feel that this matter is truly in the past; she seemed to accept this.

  This may not fit into your BBB timeline, and if so, that is your choice. But I am encouraged by your efforts to contact Sullivan Tire, and am hopeful for a positive end result.
  

  Regards,

  *****
  

  

  Business response

  07/03/2024

  Hello *****,

  Thank you for supplying us with a picture of the mailer, it was very helpful. We are truly sorry for the inconvenience caused and we are doing everything we can to make sure the address is fully removed from any mailers. We anticipate that when we touch base again in June 2025 that this will have been resolved fully. BBB will not keep cases open longer than a specific time frame, and they only allow for a certain amount of rejected responses. But please know we have an internal case on this and will be monitoring to make sure it is resolved. We appreciate your continued patience with us.

  Thank you,

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

  Customer Experience Manager

   

  Customer response

  07/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not resolve my issues in reference to complaint # ********.

  Dear *****************************,

  I'm glad to hear of your efforts, and I also look forward to the full resolution of this matter. If BBB has a different timeline, then so be it.
  

  As I noted in my last response, I am waiting until sufficient time has passed, for me to be absolutely certain that the two names were taken off Sullivan Tire's mailing list. My definition of "sufficient time" is June 2025 - one year from my initial complaint to BBB, which demonstrates my freedom from the quarterly (at least) mailings. Those two names are below, for reference.
  

  ******************* *********************************************;    AND    ******************* ****************************************
  

  Regards,

  *****

   

   

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2019 Jeep Wrangler Unlimited to Sullivan Tire on 11/7/2023 for new tires and batteries (main and ancillary). Their **** ********************** also suggested air filter replacement, front brake rotors and pads, and wheel alignment if needed. I agreed to all with the price of $2,422.85. I was travelling and arranged payment over the phone, so I could pick up the vehicle after-hours on 11/10/2023. Upon starting up the vehicle, the "Service Electronic Stability Control" light was on. Being after-hours on a Friday, I drove the vehicle home and reported the issue with a phone call to ********************* on 11/13/2023. ***** stated that the light probably needed to be reset after the recent service, and that he would check with someone at the regional level to see if they had the machine to do so. ***** never followed up with me, and thinking it was only a warning light that needed to be reset, I did not follow up immediately. Over the next several weeks, I noticed the brakes were squeaking, the car smelled of burning wires after driving, and the steering wheel seemed to be misaligned. I attempted to reach ***** on 12/20/23, but he was not available. I called on 12/29/23 and spoke to ************************ the manager of the shop. I brought the vehicle back to Sullivan Tire on 1/3/24 to give them the opportunity to fix the issues. They sent me away stating I had a bad sensor and needed the Jeep dealer to repair. *********************** Jeep of ****** assessed the vehicle on 1/8/24, and told me that the steering bar had been bent by some kind of an impact. The cost of the repair and realignment of the vehicle was $1,550.99 which I paid to ***********************. The issue was reported to Sullivan Tire, but their claims department denied the claim, stating I could not prove they caused the damage. There was no sign of any trouble with the steering before my service at Sullivan Tire, everything started after picking up on 11/10/23. They are now unresponsive to my requests for a refund of $1,550.99.

  

  Business response

  04/01/2024

  The customers claim for damage was submitted to ******************** The claim was investigated and denied by Federated. A  copy of the denial was sent to the customer. The customer sent in an appeal to our internal claims' administrator. Our apologies for a delay in response. Both the customer and claims administrator have since been in communication and a copy of the BBB report has been provided. Thank you. 

  Customer response

  04/09/2024

  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. 

  I responded to inquiries from Claims Manager, *******************, on 3/29/24, and I sent follow up inquiries requesting status updates on 4/4/24 and 4/8/24.  **** has not responded to my inquiries. 
  
  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,

  *******

   

   

  

  Business response

  04/10/2024

  ************************ appealed the denial and his claim was reopened as a courtesy by Sullivan Tire.  Due to the technical nature of this investigation, it was handled directly by the Claims Manager. We appreciate his patience as the Claims Manager was not always readily available to provide status updates. Although there were delays in response, a thorough investigation was completed, and every consideration was given to his claim.Unfortunately, we cannot accept responsibility for the Jeeps damage.  We found no evidence to indicate that the steering bar was damaged while being serviced at Sullivan Tire on 11/10/23. We appreciate the opportunity to further investigate and provide a final response. 

  Customer response

  04/11/2024

  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. 
  

  *********************, Claims Manager for Sullivan Tire, called me the evening of 4/9/24 to discuss the results of her investigation  I can only describe Ms. ******* tone from the outset of the call as agitated.  We discussed the claim for approximately nine minutes, during which I was questioned as to why I didnt photograph the Check Electronic Stability Control light and why I waited until Monday to report the issue since they were open on Saturday.  I dont know the point of this line of questioning, as Ms. ******* decision had already been made.  Regardless of this, Sullivan Tire refuses to take responsibility for the damage they caused, and I cannot state that I am satisfied with their response until they do so. 

  [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,

  *******

   

   

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an online reservation for Saturday 3/16/24. I stopped at the actual store after I made the online reservation to confirm the correct size tires for my vehicle. I asked if they had room/time to change tires on an additional vehicle with an oil change. They said yes. So, I booked an appointment for 3/16/24 to change all 4 tires on 2 vans and complete an oil change on 1 van. I also purchased the additional package for an alignment for each vehicle. I dropped both vehicles off on 3/15/24. I received no emails, calls, or any communication and when we went to go pick up the 2 vehicles on Monday morning. 3/18/24, only one was ready. They made us wait for an additional 1 and a half hours. When I reviewed my receipts, I saw that they completed the oil change on the wrong vehicle. When I dropped the vehicles off, I provided them with a written sheet of paper listing both vehicles with license plate #'s and what repairs/*********************** to do to each vehicle, I also spoke to the gentleman at the front desk at length to make sure he understood what needed to be done to each vehicle. When I drove one of the vans the next day. I saw they did NOT change the tires or complete the oil change on one vehicle. I still need to physically check the 2nd vehicle to see if they changed the tires on that one either. So, they did not have my vehicles done on time, they did not complete any of the repairs, they completed an oil change on the wrong vehicle, but, they charged me for all the work and lied. I wonder, did they think I wouldn't notice that they didn't change the tires? I have no explanation of what is going on at that store, I am appalled. How dare they lie to me, not repair any of my vehicles, charge me for it, and then lie? How many other folks are they doing this to? I filled out a survey to Sullivan tires, but, have had no response or communication from anyone. And, I still need to try to go back and get my actual repairs.

  

  Business response

  03/21/2024

  Hello,

  Thank you for reaching out, ********. We did receive a concern from ************ on 3/19/2024 via email from ****************************** The initial concern was for the severe delay in service and the oil change being performed on the incorrect vehicle. The store manager did reach out to the number on file ************ on or by 3/21. The person from ************ expressed the inconvenience caused by us and that a van needed to be rented due to the delay. Our manager offered to refund for the cost of the rental van, along with a refund for the oil change and performing the oil change for free on the correct vehicle. Can you please email a copy of the rental van receipt to ********************************************* Once received we can issue a refund check, please allow 7-10 business days for the check to be received.

  The concern about if tires were not installed on the vehicle was brought to our attention today. The vehicle was brought into our Watertown location and we did verify the tires were new on the vehicle. The Area Supervisor would be available to meet with you or another representative from ************ to put both vehicles on lifts to review the tires together and confirm the *** on the tires. We can also perform the oil change to the correct vehicle during that time. Please reach out to me at ******************************************** with the best time on Monday, March 25th for you to meet with the Area Supervisor, *****. 

  I have attached the invoices that show the tire size, make/model and the *** numbers. I have also included the open invoice to show the refund that will be processed. 

  We do look forward to resolving all of your concerns and turning this experience around.

  Thank you,

  *******

   

  Customer response

  03/22/2024

  [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 not received the final invoice for the rental car, but, once I do, I can send it to the email provided to me.  For now, attached is the initial reservation with cost provided in the email.  I went to a different service station to verify the tires had been changed.  1 van is verified and I am verifying the second van today, 3/22/24 and will log back in to put my responses here.  The reason there was questions about the tires is they did not remove the putty, grease, etc. and the tires looked battered and old still and the inner tire near the actual rims looked rubbed down.  I approve covering the cost of our rental, I want a refund of the oil change charge, and since I do not feel comfortable going to that location for an oil change, if I could get the oil change at a different location by providing me a voucher, coupon, etc. for a free oil change that I could bring with me to a different location, that would be approved.

  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought my car ****** 3 ***** with ******* miles) in for oil change in November 2023 with a request for a check over due to upcoming inspection. I drive only about 70 miles a week Told I needed a number of things including a new catalytic convertor. Work completed with charge of nearly *****. Engine light then would not stop coming on after work. Brought car back--told I had a sluggish oxygen sensor and would costs another $400. I was suspicious. Took car to get inspected and they would not even take it in because of engine light and noise the vehicle was making. Took to ***** dealership as I was suspicious. I have video of their assessment. Sullivan Tire installed the wrong sized catalytic convertor, wrong size and style gasket-used putty to fill in threads, missing 1 bolt and cross thread the other on heat shield. Transmission pan was so severely rotted that it needs immediate replacement and this was not mentioned or noticed in my request for a full visual check on the underside of my vehicle. I am now having to pay 4000 to have the work by Sullivan dismantled and repaired in order for my car to pass State Inspection. I will be seeking restitution for the damage to my vehicle and negligence regarding fitting my vehicle with incorrect parts. I have a video from the ***** service department taken of the underneath of my car on the lifts and outlining all the substandard work and what needs to be completed due to the damage done to my vehicle.

  

  Business response

  02/20/2024

  We appreciate you bringing to our attention your concerns about service work performed on your 2012 ***** 3 on 11/13/2023 in our Wareham location. In your BBB complaint, you had mentioned there was a video from the ***** Dealership Service Department. Can you please forward a copy of the video to my email address: *******.*******@sullivantire.com.Our team will review your concerns and the video and then I will reach back out to you. We appreciate your patience. 

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been to this location twice and have had horrible experiences both times. The first time I ran over a nail and needed a new tire. Of course, they tried upselling me on all four but we settled on two. I drove about 5 miles on the new tires and my low pressure light came on. I brought the car back and they told me the tire sensors in the two new tires "coincidentally" burnt out...the same day they replaced them. If I wanted new ones I needed to pay $90 each. I complained to the manager and common sense won, a rare victory. He acknowledged the sensors were most likely damaged during install and he replaced them for free after a few hours of going back and forth. The second visit was out of necessity, I work close by and my engine light started blinking so I first took my car to Auto zone to figure out what was wrong. They told me the exact issue, a broken o2 sensor. I brought the car to Sullivan and they told me they could fix it. I told them exactly what was wrong and the exact part I needed. I come to pick my car up and they charged me almost $200 to diagnose the problem. They gave me some BS excuse about how they had to look and try to diagnose other issues...no you plugged it into the same machine Auto zone did, you just wanted to charge more. Fine, I can deal with the cost. About 5 months later my check engine light comes on. I take it to my normal mechanic and he immediately identifies that the O2 sensor that Sullivan tire put in was A. c*** and B. the wrong sensor for my Jeep. So, I was charged $400+ to be told what was wrong (which I knew) and to have a crappy o2 sensor put in that wasn't factory nor the correct part. When I called the location they told me they could maybe install a new o2 sensor and nothing else...even though I told them I had it fixed. Just all around horrible experience. Do not go here, there are much much better places nearby.These frauds offered me a $90 gift card for selling me a POS third party part and charging me $400!

  

  Business response

  02/06/2024

  We regret that the customer is not satisfied with recent and past experiences with us. It looks like the past experience regarding tires and TPMS sensors is from 2021 and was previously resolved with the store manager, we do only have history of replacing (1) tire and it looks like the full-size spare was used as the additional tire.

  Using a scan tool to get a code only, will not diagnose a vehicle. We charge to diagnose why the check engine light is on, the code is only one piece in helping to track down the problem. The vehicle came in for the original service stating check engine light flashing (P0300 and also P0172). P0300 is for a random misfire and p0172 is system too rich bank 1. Customer declined spark plugs at time of original invoice and only did the oxygen sensor. There was a charge of $165.77 for the diagnostic service that was discussed and approved.

  Sullivan Tire offers a ****** mile/24 Month Warranty on parts and labor, which is valid at any of our Sullivan Tire locations. We understand the vehicle was brought to an alternate dealer (Hayg Auto) to have the vehicle looked at and repaired.  After repair was made, customer called and let the store know the vehicle was running rough and there was a different code. He made us aware then that the dealer replaced the 02 Sensor we had previously replaced. Sullivan Tire was not contacted previously or provided an opportunity to review the vehicle before any repairs were made. We use quality replacement parts, but unfortunately sometimes parts do fail. Also, if the vehicle was misfiring it is possible that the vehicle running rough, and misfiring could contaminate the sensor and causing it to fail and not the part itself. As a good will concession, we did offer a gift card to cover the cost of the part and tax ($95.25), which was declined by the customer. 

  Thank you.

  Customer response

  02/06/2024

  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. 

  My first visit I was told I needed 4 news tires because they were below the MM requirements. When I questioned the salesperson he took out a tool to show me it was belowmagically the tire treads must have grown because they were not below what he stated. Then they tried selling me on two tires (all of a sudden I didnt need 4). Again, after questioning I rejected the sale of two and he agreed to use my spare tire as the second. The spare tire and the new tire were installed and thats when both sensors broke coincidentally.
  
   
  
  Back to the most recent issue. Its amazing how auto zone and the mechanic from HYAG knew exactly the problem from just plugging the car in. I would like to know what Sullivan Tires in depth diagnostic is? I specifically asked the tech if they will be using original parts from the manufacturer and was told yes. This is why I was so surprised when my mechanic told me I was sold c*** This isnt a quality replacement; it was indeed c*** which is why it failed. The mechanic even wrote that on the receipt so I am not buying that they used a quality replacement. I was told it was from the manufacturer, I believe they call that a bait and switch. This location rips people off which is why it has a 2.5 review on yelp, people like this need to be held accountable and they need to stop scamming and ripping people off. It is amazing how a reputable mechanic charged me significantly less using legit parts, there is no excuse Sullivan Tire can use to justify this.
  
   
  
  Thank you,
  
   
  
  ************************* 

  

  Business response

  02/15/2024

  There were two codes pulled on the initial scan. The first was code Po172 this means that the engine air fuel mixture is too rich and po300 which is a random / multiple cylinder misfire detected. The po170 was set because of the misfires this would make the engine run rich. Using the scan tool, we would look at long term and short-term fuel trim, this would lead ************** to monitor the operation of the sensors to identify which one needed to be replaced. We installed an aftermarket ************************************************************************************* installed.

  As stated previously, Sullivan Tire offers a ****** mile/24 Month Warranty on parts and labor, which is valid at any of our Sullivan Tire locations. Sullivan Tire was not contacted previously or provided an opportunity to review the vehicle before any repairs were made.

  Customer response

  02/15/2024

  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 

  I specifically asked and your technician told me it was an original part from the manufacturer, turns out it wasnt. Why on earth would I take my car back to you guys? Your tech lied about the part, if you used the part you said it wouldnt be an issue. Not only did you not use the original, you used one that didnt properly fit.
  

  The poor old Sullivan tire guy that did those commercial must be so disappointed with the way his company turned out. You guys are frauds, you lie and overcharge. 

  
  Regards,

  *****

   

   

• Initial Complaint

  11/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This experience was at the Washington Street, ******* location, which in my opinion was negligence, causing a potentially life-threatening situation.Sat 11/11 - Jeep for an oil change + diagnostic of a check engine light; vehicle has no signs of performance failure. Im told the *** is a faulty emission sensor and sticking thermostat + other items can be proactively replaced (bulbs, wipers, air filter, serpentine belt) - I agree, $1,478.21.Pick up - applying gas and pulling onto the road the car instantly lurched, would barely move, produces visible smoke/vapor from under the hood with a persistent grinding. I was lucky to get the car off of the road, barely in an adjacent shopping center this would have been captured on any road cameras the town of ******* has. Very fortunate that I had no one else in the car with me and I did not attempt to pull out across any lanes or oncoming traffic.I walk back, explain, am accompanied by employees to the car, who get the car back. All would be captured by any CCTV. Despite this, I was still charged (and required to pay) in full for everything and was obviously not able to take the ******* 11/13 ********* calls - the car needs a new drive train module ~$460.06. I express not only am I now paying for another repair, but I could have been killed due to the original. I ask if I could speak with someone to escalate Im told *** was in charge. I ask the name of the technician who test drove my car *** said he did it personally. I ask how that could have been that the car was test driven after the service and there were 0 issues no explanation. I ask the route the car was test driven to understand how this could make sense; I am told somewhere down 228, despite *** telling me seconds ago that he personally did the test drive <48hr ago.The car went in the custody of this group and either they directly or indirectly caused this, followed by not testing the car and I could have been seriously injured or killed.

  Customer response

  12/04/2023

  I have not heard from the business in response to my complaint.

  

  Business response

  12/05/2023

  ************,

  Thank you for your patience as we looked into your concern. The Transmission Module Failure is unrelated to the thermostat and leak detection pump service we performed. Unfortunately, it did fail coincidently after service. Our mobile tech team was contacted and performed a re-flash per the Technical Service Bulletin. The re-flash did not correct the issue, so we continued to diagnose and found that the drivetrain module failed. The module is located under the drivers seat. The steam came from the vehicle after it was brought back into the bay and the hood was opened, which was caused by residual water after cleaning. The labor was comped to help with the cost of the repair. We regret you are not satisfied with the service. We consider this concern, reviewed and closed. 

  Thank you.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car in to the Bedford, ** location of Sullivan Tire as they are the only Sullivan Tire location in ** to straighten wheels. This is the inside of the wheel and given *********** roads and an aluminum wheel this is quite a usual occurrence. After putting the car on the lift the store said I cant ride on the tires I have as the tread is separating from the side wall. Since the store was adamant about me Not driving the car I left The car there on Saturday to have new tires put on the car Monday. I picked the car up near closing time at 6:00PM and drove home. The following morning I looked at my wheels and they all has machine made scratches. I only had one wheel with slight damage when i dropped the car off. My other three wheels were in pristine condition. I keep my car in impeccable condition inside And out. My daughter was the one who cried to me to say she caused wheel rash on one wheel and how I always took such great care of my wheels. I am certain that Sullivan Tire caused the damage and in fact my local **** Dealer knows how well I take care of my car and commented that the scratches could NOT have been caused by curb rash but rather the tire mounting machine. Sullivan Tire is Not owning up to their fault and they took no before photos. I have supplied so many photos to Sullivan Tire and they are not budging. My **** dealer has vouched for Me regarding the condition of my wheels.

  

  Business response

  08/11/2023

  The customers damage claim has been submitted to our insurance company.  The customer was provided with the claim #, phone number and insurance adjuster name to pursue his claim for damage.

  Customer response

  08/11/2023

  [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 does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  05/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB,I am writing to express my deep disappointment with the service I received from Sullivan Tires regarding a recent tire purchase. I believe they have failed to honor the warranty claims to which I am entitled, leaving me frustrated and dissatisfied.On 03/10/2021, I purchased two Pirelli tires with Invoice Number: 0122-63649. On Invoice Date: 11/03/2022, I purchased two more Pirelli tires, and on 12/14/2022, I purchased an additional Pirelli tire from the same shop.Within five months and less than **** miles, two of the tires I purchased in November and December 2022 wore out, which is an unreasonably short lifespan for tires under normal usage.My attempts to resolve the issue with Sullivan Tires have been met with unsatisfactory customer **********************. They have been unresponsive and have not fulfilled their obligations under the warranty agreement. Despite initially denying the existence of a manufacturer warranty, they later acknowledged it but provided inconsistent information.During my multiple visits to Sullivan Tires, I encountered further delays and lack of clarity. They have not properly communicated with me regarding the warranty and have failed to assist me in a satisfactory manner. As a result, I am now left with new tires that were installed against my wishes.To resolve this matter, I request the following actions:Sullivan Tires must file warranty claims with Pirelli for the two tires that wore out prematurely, there is no excuse for the tires lasting less than 5 months/**** miles.I request a full refund for the new tires and the reinstallation of my old tires. Alternatively, Sullivan Tires shall replace all the Pirelli tires with Michelin CrossClimate 2 tires, which I had originally requested but was not able to receive due to an error in their system. If the replacement is provided, I also request an alignment service, for which I will pay if the specs for the before and after alignment are provided.

  

  Business response

  05/15/2023

  Hello ********,

  We appreciate you making us aware of your concerns, our sincere apologies for the experience you are having. We have provided your attached letter and BBB information to the Area Supervisor, we also received your notification directly to **. He is looking into your concerns and will be reaching out within the next (2) business days. We appreciate your patience.

  Be Well, *******

  Customer response

  05/16/2023

  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. 

  [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.]

  Hi, please provide a resolution as soon as possible. I am in the process of writing a thorough ****** Review in the next day or two. I went to alignment yesterday and that was not able to be done. The part price quoted is also higher than ************, about doubled the price at ************ - online, and also more than 40% higher than ***** tire and brakes. I also suggest that you repair the alignment machine or call Hunter Engineering for the faulty WINALIGN system.

  
  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,

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

   

   

  

  Business response

  05/25/2023

  Thank you for speaking with ***** regarding your concerns. A credit of $250 was processed on 5/17/23 (invoice: 74722). As discussed, your tires have been sent to our Tire Warranty Administrator to see if Pirelli will offer you any type of concession. ***** will reach out to update you on their findings next week. He had suggested to have your front end repairs and alignment performed at a facility of your choice. Failure to have the front end repairs made and alignment performed will contribute to excessive tire wear on the newly installed tires. Thank you.

*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. ↩