Automation-Communication-Engineering Corporation

Looking into this and will contact the customer directlyThank you!

This has been logged into our CRM system and assigned to a Sullivan Tire supervisor to contact the customer

12/18/Responsefrom Sullivan Tire Company, [redacted] ***, Mechanical Quality AssuranceCoordinator [redacted] filed her complaint on 11/21/at 4:49pm The following morning at 10:28am Mr [redacted] left voice message with a message to call him and two more messages later He received a voice message from Ms [redacted] to call her after 4:30pm At 4:Mr[redacted] called and spoke to Ms [redacted] Ms [redacted] stated her vehicle pulls to the left worse than before Mr [redacted] explained Sullivan Tire has neverdrove her vehicle He expounded that Sullivan Tire repaired the right rear tire and installed a left outer tie rodend Ms [redacted] took her car without an alignment to [redacted] in Marlboro to align because her boyfriend worksthere and she can get it free Mr [redacted] stated Sullivan Tire was never told it had a previous pulling issue The tie rod end was recommended because itwas loose and is a safety issue Mr[redacted] offered to look at her vehicle and if at all possible fix it at no charge and if it needed any expensive repair to fix it the pull issue he would callher to let her make the decision but would not disable her vehicle She agreed and said that sounded good becauseshe doesn’t have any money They setthe appointment for 7:45am the next day and they would shuttle her towork Mr [redacted] arrived at 7:10am and at 8:Ms [redacted] called to say she couldn’t make it but would could maybe make it at 1:00pm or 1:30pm She never showed or called back Mr [redacted] offered to make every attempt to repair for free Sullivan Tire didn’t cause the vehicle topull, in fact, the vehicle was aligned someplace else Sullivan Tire feels no obligation to refund Ms [redacted] for a safety item that would also fail a state inspection

This was logged into our resolution system and we will contact the customer

Revdex.com: 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 # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

We have gotten approval from the vendor of the part (muffler) and have put in a check requestThe vendor will send the check directly to the customer

Revdex.com: 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 # [redacted] Please add your rejection comments below First of all,I did call and speak to a rep at the Sullivan tire in Norwell to inform them I would not be able to make it on the day that [redacted] showed up there in the am Also, Mr [redacted] DID NOT offer to repair my car at NO CHARGE He told me that I could drop my car off and they would LOOK AT IT at no charge, but I would be responsible for the repairs There is a big difference there so DO NOT make me out to be a liar I want my money back and if I do not get it back, I will further my complaint This is absolutely ridiculous A part was replaced in my vehicle that was not needed!! So now I need to bring my vehicle elsewhere and pay more money out of my pocket to have the correct part fixed?? Give me a break- This is why I want my money back! I spent $on the outer rod that WAS NOT needed at Sullivan and it did NOTHING to fix the issue I dont know how much more I can make this clear Regards, [redacted]

Revdex.com: 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 # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted] ***

Revdex.com: 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 # [redacted] I hope that this issue would be solved by April 23, Regards, [redacted] ***

Hello [redacted] ,Thank you for providing us feedback about your experience with Sullivan TireI have submitted your concerns to the Area Supervisor and the Tire Quality AdministratorThey will be reaching out to you directly in regards to setting up a time to inspect your tires and discuss your concernsWe look forward to working together to find a resolutionOur sincere apologies for any inconvenience this may have caused

We received this complaint and it is logged into our systemWe will contact the customer

12/2/14In response to *** ***’s complaint, Sullivan Tirestands firmly behind our diagnosis Thetechnician who worked on her vehicle is an L-Master Technician and hefollowed the “All-Data” procedures to the “T”. The crank sensor he replaced was broken in two places, both critical
tothe operation of the vehicle. Afterreplacement, the crank signal was present at the module. The signal was not present before replacement. The crank sensor requiredreplacement along with the ignition module.Sullivan Tire is confident that the initial diagnosis wascorrect and the sensor was physically broken*** *** Mechanical Quality Assurance Coordinator

We are truly sorry for your experience at Sullivan Tire and Auto ServiceThe area supervisor will be reaching out to you to discuss your concerns further and find a resolutionWe appreciate the opportunity to make this right

Revdex.com:
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,
*** ***

We have received the complaint and will contact the customer to resolve

Revdex.com:
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,
*** ***
Update - I met with John Miller at Sullivan tire on Thursday March 9th. He stated he would move my two back tires to the front and would replace and mount the two back tires without a chargeSullivan Tire will do all this this Friday, March 17th after that date and as long as the service promised is completed you can close the case. Thank you for much for your assistance with this issue

I have reviewed your responseI cannot "accept" it because the matter has not yet been respovedSullivan Tire has contacted me again, and is working on a resolutionBut until it is resolved
I cannot "accept" your statement as saying this is settled and closed
Regards,
*** ** ***

We spoke to the customer at length and apologized with the issues he had. After offering him a reasonable cash credit for the minor inconveniences he refused and stated that he wanted a full refund which we felt was unreasonable as he told us that at this time the brakes were working properly. He then asked us to give him a $1,000 store credit in which he could use for future service. Again, we felt this an unreasonable request since the the job we performed was now working fine. After going back and forth we did agree to make him a satisfied customer that we would indeed offer him a $1,000 store credit to be used for future tires or auto service. This was above an beyond what we felt was reasonable, but again wanted to satisfy the customer. He said fine, but wanted it in writing. After we started to write it up for him he turned and said he changed his mind and wanted a full refund of $1100. We felt this an unreasonable request. We will provide him with a $1,000 store credit as he initially agreed. Again, this is well beyond what most companies would do.

12/18/14 Responsefrom Sullivan Tire Company, [redacted], Mechanical Quality AssuranceCoordinator[redacted] filed her complaint on 11/21/14 at 4:49pm.  The following morning at 10:28am Mr. [redacted] left voice message with a message to call him and two more messages later.  He received a...

voice message from Ms. [redacted] to call her after 4:30pm.   At 4:41 Mr.[redacted] called and spoke to Ms. [redacted].  Ms. [redacted] stated her vehicle pulls to the left worse than before.  Mr. [redacted] explained Sullivan Tire has neverdrove her vehicle.  He expounded that Sullivan Tire repaired the right rear tire and installed a left outer tie rodend.  Ms. [redacted] took her car without an alignment to [redacted] in Marlboro to align because her boyfriend worksthere and she can get it free.  Mr. [redacted] stated Sullivan Tire was never told it had a previous pulling issue.  The tie rod end was recommended because itwas loose and is a safety issue.   Mr.[redacted] offered to look at her vehicle and if at all possible fix it at no charge and if it needed any expensive repair to fix it the pull issue he would callher to let her make the decision but would not disable her vehicle.  She agreed and said that sounded good becauseshe doesn’t have any money.   They setthe appointment for 7:45am the next day and they would shuttle her towork.   Mr. [redacted] arrived at 7:10am and at 8:05 Ms. [redacted] called to say she couldn’t make it but would could maybe make it at 1:00pm or 1:30pm.  She never showed or called back.  Mr. [redacted] offered to make every attempt to repair for free.  Sullivan Tire didn’t cause the vehicle topull, in fact, the vehicle was aligned someplace else.  Sullivan Tire feels no obligation to refund Ms. [redacted] for a safety item that would also fail a state inspection.

Dear Mr. [redacted], Our apologies about your experience and any inconvenience that was caused . We received your concern via our corporate office last evening and have been working on your case. A member of our safety division will be reaching out to you today to file a claim through our...

insurance company. Thank you for contacting us and we look forward to resolving your concerns.