John L Sullivan Chrysler Dodge Jeep Ram

As I explained to Mr. [redacted], the diagnosis in April was for the vehicle stalling. The end result of that diagnosis was the vehicle was low on oil causing a lack of oil to the camshaft actuators which in turn caused the stalling. It was determined at that time based on the oil level and the last time...

the oil was changed or checked (approx. 4300 miles) that this is a normal amount of oil consumption based on the Manufacturers specification/guideline of 1 quart every 1000 miles. No further diagnosis was recommended or requested at that time. Mr. [redacted] returned approx. 10k miles later in November complaining that he feels it is consuming too much oil. As the vehicle was out of Basic Warranty we got his authorization in advance for the diagnosis fee, which he signed for, we spent time diagnosing and determined that the amount of consumption was still normal after diagnosing and looking for other causes. We did replace the PCV Valve and installed OEM Spark Plugs per [redacted] Technical Assistance. Mr. [redacted] contacted FCA and they agreed to split the cost of the diag and repairs this time. After we were done, Mr. [redacted] did not believe he should be responsible for this diagnosis since it is "similar" to what we looked at in April. This is not the case. The deal FCA offered was considering he was paying the diagnosis fee or the offer would not have been as generous from FCA. I feel we spent more than adequate time diagnosing 2 different problems that warrants the 2nd diagnosis fee.

Revdex.com:We will wait to hear from the business.

I am rejecting this response because:Every time visit I have to make to this location. With the expectation that my jeep will come out working more efficantly. Unfortunately thats not the case ive walked out of there with more disbelief for the lack of good customer service especially when I am given my car back with scratches and half done car wash when its been sitting there for two weeks! With random parts ordered that dont fix any problems rather makes the drivability feel substantially diffrent from purchased date.

Tell us why here...Mr. [redacted] is correct, we here in the John L Sullivan Dodge service department did not meet his expectations. I, [redacted] Service manager of the department have spoken with Mr. [redacted] regarding the numerous service visits to correct what should be a fairly simple...

repair. The technician did in fact soil the headliner of the vehicle during the first service visit. On the first service visit we were able to diagnose the concern and get his parts ordered. The parts showed up and we scheduled Mr. [redacted] to come in to have the vehicle repaired. The actual repair of the vehicle was quite extensive, requiring several pieces of the interior to be removed to gain access to the part being replaced. The technician did make the repair to the vehicle,  and reassembled the interior of the vehicle. During the repair the technician did in fact install the sun shade incorrectly. In an attempt to install the sun shade correctly (it just needed to be turned over) the component that holds the sun shade in place broke (as this was the original concern I feel that there is a design flaw). When the vehicle does return I will be overseeing the repairs on it and will be performing a quality inspection prior to delivery back to Mr. [redacted].  I will be contacting Mr. [redacted] today and I will be offering him compensation for his time in the form of an extended maintenance contract, and a full tank of fuel.

I am sorry Mr. [redacted] is unhappy with his vehicle. Unfortunately there was a Performance Programmer installed on this vehicle and that FACT cannot be hidden nor blamed on us. ALL of the problems with this vehicle are a result of this aftermarket programmer. Continued problems with the check engine...

light. The manufacturer, Fiat Chrysler Automobiles, REQUIRES computer scan data to be uploaded to them PRIOR to them approving replacement of Computer Modules, Transmissions and Engines. This Scan Report is used by them to determine if a vehicle has been reprogrammed with an Aftermarket Performance software. FCA denied the claim AND put the block on his warranty based on this report, NOT John L Sullivan CDJR. I personally informed Mr. [redacted] this may happen as we also noticed AND DOCUMENTED the actual device installed on the vehicle on a prior visit in late 2016 for a check engine light, which is likely why he has had soooo many problems. Magically when the transmission failed, that device was now removed from the truck, but we could clearly see where it was installed. Mr. [redacted] should take up his complaint with the manufacturer who denied to warrant his transmission OR THE MANUFACTURER OF THE AFTERMARKET PROGRAMMER. FCA will cover a rental vehicle for Warrantable repairs ONLY, since these repairs were denied warranty coverage, there was also no rental coverage forthcoming. John L Sullivan CDJR will NOT be reimbursing Mr. [redacted] for repairs that were the result of this programmer being installed. Mr. [redacted]'s truck is fixed as was admitted in a prior complaint from the gentleman who purchased this vehicle from Mr. [redacted]. Mr. [redacted] is clearly upset that his warranty was denied, but that was caused by him installing the programmer.

As a business that deals with consumers personal information, the regulations are very strict as to what can and cannot be done with an individual’s personal information.  If a customer requests that their credit not be ran, we absolutely will not run that persons credit.  If a person is inquiring about purchasing a vehicle and they find a vehicle and spend the time completing a credit application, then sign the bottom of the application, we will check credit.  Please see the attached copy of the signed credit application by Mr. and Mrs. [redacted].  The bottom section above the financial institutions states: (2) authorize us, affiliated entities, and financial institutions to whom we submit your application (hereinafter “Financial institutions”) to obtain consumer credit reports and to gather employment history as necessary and appropriate to determine your creditworthiness.  I hope this will complete this complaint.  We work very hard to ensure that every consumers personal information is handled properly and that nothing is ever done outside of the regulations.Best Regards, [redacted]
[redacted]
[redacted]

Tell us why here...Mrs. Ilas called in yesterday 12/29 complaining that they had been having difficulty starting their vehicle ever since we did their Ignition Switch recall. I agreed to double check the parts and workmanship related to the recall repair. The technician has verified that the recall...

was done correctly and the components we installed for the recall are functioning as they should. He determined that they have an intermittent fuel supply problem which is likely related to a fuel pump issue which is completely unrelated and nowhere near the Ignition Switch that we replaced. Customer declined to authorize further diagnosis at this time. We have fulfilled our obligation to recheck what we worked on. Any further diagnosis or repairs will be at the customers expense.
Sincerely,
[redacted]
Service Manager

Revdex.com:
I have reviewed the response made by John L. Sullivan in reference to my concern, and find that this resolution exceeds my expectations.  The service manager ([redacted]) and I have also agreed a full detail of the vehicles interior and exterior upon completion of the maintenance.  I would like to thank [redacted] of John L. Sullivan for his understanding and full cooperation in resolving this manner and look forward to continuing my business relationship for years to come.

We apologize for any inconvenience, we have had one of our financial managers correct the error with the banks. It will now be funded to correct bank as on file [redacted].

I am rejecting this response because: If you review the work orders, there were complaints and requests to check and adjust tires as necessary in February, April and July 2017.  Specifically, according to the work order Invoice [redacted] done in April, the wording reads "Play in ball joints and front wheel bearings".  You will see under Tech Notes section 53 that it reads "Replace Right Front Brake Caliber Bracket" then under corrective action taken comments "Replaced Right Front Brake Caliper Bracket and Slide Pins".  The right front tire would have needed to be removed for this to be done.  This is the tire that has the broken lug nuts.In addition, the JLS response that the tires had not been removed since August 2016 is questionable.  I purchased the vehicle in late November 2016 and was told by salesman [redacted] that the truck has just recently been purchased by a local farmer and had just come in to the dealership and they had not even had time to wash it yet as it was brand new to the dealer.  There are witnesses to this statement.  Something is inaccurate in this situation. Regardless, we are just looking to have a safe vehicle for our family.

I was unaware of  the service issues Ms. [redacted] was experiencing.  After hearing of our problem getting the running boards installed, I had my customer service department get involved, set an appointment and had the tube steps installed.  Ms. [redacted] left completely happy.

John L Sullivan has not done any repairs that required removing the wheels since August of 2016 at 22000 miles. We understand Mr. [redacted] has had several issues which we addressed already at no charge. We understand he has had a less than satisfactory experience with his purchase but since it has...

been well over a year and several thousand miles since we removed the wheels from this vehicle we do not feel we are responsible at this point. We are happy to share the service records to prove this.

First off I would like to say to Ms. [redacted] that each and every one of our used vehicles are thoroughly inspected and re-conditioned to the highest standards.  It is unfortunate that the water pump went out soon after her purchase, but that is something that can be fine one day and not...

good the next.  We give every used car customer a 3 month 3000 mile powertrain warranty, for just such unfortunate instances.  When the vehicle was brought in for the replacement, normal procedure removing the water pump exposes the timing belt.  It was offered to replace the belt at her expense as a preventative measure, not because there was a problem.  As far as the radiator, there may have been a pinhole leak which was also declined to replace, so the technician used a standard "stop leak" chemical to seal the pinhole.  If it would have been serious, a replacement would have been mandatory.  As far as the "serious damage" to the front end, the car fax report showed a minor accident, which was disclosed to Ms. [redacted], as she had signed a copy of the car fax, which we have retained in her file.  There was absolutely nothing done dishonest or with lack of integrity as Ms. [redacted] suggested.  With the water pump failing so early in her ownership, I will gladly reimburse her for the deductible which she paid for the water pump.  The radiator was sealed and not leaking, which did not need replacement, and there was nothing wrong with the timing belt, replacement was only suggested as the motor was to be opened up to replace the water pump and it makes perfect sense to replace the timing belt while in the motor.  Please feel free to contact me at the dealership if this is satisfactory, and I will have a reimbursement check cut for the deductible on the repair.  Best Regards,    [redacted]  General Sales Manager  John L Sullivan DCJR  [redacted]
  [redacted]

Unfortunately Mr. [redacted] purchased a Diesel Truck that had previously been modified for performance. the repairs to reverse this are very expensive and time consuming. once the repairs are completed the truck must be driven approximately 500-1000 miles for the computer system to run the monitors in order to smog the vehicle. John L Sullivan does not offer this service as it is very time consuming and we would have to charge for our time to the vehicle. We always recommend the customer take the vehicle and drive it normally for at least 500 miles and to come by the dealership after that and we can quickly check to see if they have run. If the monitors are run, we can then smog the vehicle. In May of 2016 the State of California changed their smog rules for Diesel trucks and require ALL monitors to have run in order to smog the vehicle. The only way they will run is from driving the vehicle. JLS will not pay another Dealer for repairs as they are complete and the truck only needs to be driven to run the monitors and can then be smogged. The modifications required replacement of the PCM. When you install and program a new PCM all the monitors are reset.

Review: On 9/12/15 we test drove a used 2009 Mercedes. After test driving, I told the sales person that there was a slight vibration in the front end, and that the, command center hatch would not open. The command center contains almost all controls for the car (radio, navigation system, even the clock has to be set through it.). I also noted that the left tail light was extremely bright and the right side was very dim. He said that if we purchase the car, they would issue a due bill and get those items taken care of. After spending all day at the dealership we purchased the vehicle and received a due bill which stated we would get a call within 7 to 10 business days. The due bill stated that the dealership has the option of cancelling the deal if the repair is too costly. On the 10th business day I called the service center and left a message. No return call. Over the next 3 weeks both my wife and I left many messages with the service center and never received a call back. My wife finally got someone on the phone and scheduled an appointment for Sat, October 10th. We took the vehicle in at 8:30 am and received a call at approx 3 pm stating that nothing was done on the vehicle as they could not decide on who would pay for the repairs. So essentially we took the vehicle in for nothing. It was also stated that the service manager had an idea on what to do with the vehicle but he was not there and had not relayed that info to anyone. They still have no idea of who if anyone will pay for the repairs. We paid an additional fee for Cilajet to be applied to the vehicle and are afraid that we will lose that as well if they decide to not honor the due bill. The vehicle supposedly passed a 172 inspection (done by the service center) which I believe not to be true due to the issues (command center, there is a faulty camshaft position sensor which I noticed when I got the vehicle home and hooked it up to a scanner and the issue with the tail lights.Desired Settlement: I would like to have all the issues repaired.

Business

Response:

Tell us why here...My name is [redacted], I am the service manager at John L Sullivan Dodge. I first want to apologize for the poor service we have provided you. I was aware that you were bringing the vehicle in to have a shake in the front end looked at, and the door for the command center. I have spoken with your service advisor, and I explained to him that our first priority should have been to get the vehicle diagnosed, not the paperwork. I understand that Saturdays are the only day you can bring the vehicle in to be looked at. When you do bring the vehicle back, I assure you we will get it looked as soon as possible and keep you up to speed with the repair actions. Again, I apologize for the poor service, I assure we will be doing a better job in the future.

Consumer

Response:

I am rejecting this response because:Not yet resolved.thanks [redacted] I'll be waiting for the service advisors call to set up another appointment.

Review: Recently, I purchased a vehicle from John L. Sullivan, since then I have had multiple issues with the Sales department. Prior to making the purchase, when looking at the vehicle I noticed cosmetic damage in the paint. I noted the issues to the sales rep. and mentioned, that the vehicle had too many scratches and I was going to take my business elsewhere. Upon stating that, the sales rep. says we will fix all the scratches, which of course sounded great to me. However, that statement was less than true. While signing the contract I was issued a due bill, which states, Repair scratches-colors on parade. To me the due bill meant that it was a promise to have ALL the scratches fixed, apparently I was wrong. Since my purchase, I have taken my vehicle in to the dealership twice to get the scratches repaired. The first time that I took my truck in, all that was done was a buff job and then I was asked, How does it look? I responded with, The scratches that bothered me are still visible. After that I was told, Bring it in another day and we will take care of it. So, believing them, I brought my vehicle back for the second time and received my truck back the next day, hoping that it was PROPERLY fixed. Once again this was not the case, all that was done was some poorly placed touch up paint. However, that did not fix the problem either, not only were the scratches still visible, they looked terrible! After the second time of being told, that the scratches were fixed, I spoke to the financial rep, that processed my contract. Upon receiving the news, he was very displeased and told me to Bring the car in the following week. When I arrived to the dealership that next week, I was told that sales refused to pay the amount that is would take for the proper repair. I am very unsatisfied with how this company does business and frankly dealing with them has been a huge hassle as well as a waste of personal time and fuel. I have been lied too and manipulated by the companys promise."Desired Settlement: I would like, the initial "due bill" to be honored. which to my understanding, was that all the scratches that were visible, upon purchase to the vehicle would be PROPERLY fixed.

Consumer

Response:

Claim #[redacted]. Good morning. The financial rep ([redacted]) at John L Sullivan in Yuba City has resolved the situation. We are getting it taken care of. I appreciate the use of your website in helping me get the complaint complied with. Thank you!-[redacted]

Review: Took my car in to John L Sullivan on 12/4/16 was thinking about buying another car so I was talking with the sales guy named [redacted] he had us fill out an application just so we could discuss price on a car.Said application had to be filled out first .I told him do not run the application or a credit report until we were sure we wanted to buy a car.He called us later in day we told him we still weren't sure if we wanted to buy another car but email me the price of a car we were looking at he never did.[redacted] has called several times and we have told him we did not want to buy and still he had ran our application through three banks on that day with no authorization to do so.Desired Settlement: I want to file a complaint against the sales Rep. And the business needs to write 2 letters to the credit reporting agency one for my husband and one for my name stating they were not authorized to run a application through banks for a credit extension or for a credit report

Business

Response:

When a credit application is completed by a customer, then signed by the customer, that is authorization to proceed. The application is given to a manager after being completed and signed by the customer and then credit is checked and the deal structure may be sent to several lenders searching for the best approval for the customer. If we are notified that the customer does not want their credit ran, we will absolutely not run credit, or even send to lenders. I'm not sure of the conversation you had with the sales associate, but it seems as if there was a mis-communication. I sincerely apologize for anything done on our part that was not approved by you, and I can assure you that this won't happen again. Feel free to contact me at the store if you have any questions. [redacted]

Consumer

Response:

I am rejecting this response because: I have spoke with a sales rep name [redacted] who has sold me 2 cars from dealership gave me some excuses why my credit was ran.I explained over and over to sales guy [redacted] who told us if we did not fill out application he could not give us price on car.to not run my application or credit check.Do not accept business response sorry about miscommunication.And the fact they will not send letter to our credit agency which has left a negative mark on our credit report.

Business

Response:

As a business that deals with consumers personal information, the regulations are very strict as to what can and cannot be done with an individual’s personal information. If a customer requests that their credit not be ran, we absolutely will not run that persons credit. If a person is inquiring about purchasing a vehicle and they find a vehicle and spend the time completing a credit application, then sign the bottom of the application, we will check credit. Please see the attached copy of the signed credit application by Mr. and Mrs. [redacted]. The bottom section above the financial institutions states: (2) authorize us, affiliated entities, and financial institutions to whom we submit your application (hereinafter “Financial institutions”) to obtain consumer credit reports and to gather employment history as necessary and appropriate to determine your creditworthiness. I hope this will complete this complaint. We work very hard to ensure that every consumers personal information is handled properly and that nothing is ever done outside of the regulations.Best Regards, [redacted]

Consumer

Response:

I am rejecting this response because: I was thinking of traded my car in for a newer one but was not sure if and when I would or maybe not.I spoke to the Rep.Found a used car they just got in and the dealer was not even sure what it was going to sell for.I keeled asking sales rep how much is the car he told us well if you fill out the application I can get you the price of the car my husband and I told him we will fill out the application but do not run are credit all we want to know was what they wanted for the car .We told sales rep at least 2 or 3 times don't run a credit check he said ok .I have since talked with Rep [redacted] and after he was remembering thing [redacted] told me he did tell his manager not to run are credit.I have bought 3 vehicles from John L Sullivan .My second vehicle I was not happy when they charged me for a Low Jack on my contract which was optional .They gave me the low Jack price back in check but I have been paying interest on that item for seven years.I never filed a complaint about this.I have since talked with [redacted] At the Automall .I had to write to our creditors to get the credit report request removed from our credit report now I have to wait for credit agency to send to Dealer.I don't care how many times now the dealer and rep says sorry for the miss communication.There should have been no miss communication.We made it perfectly clear do not run our credit.And dealer ran credit extension when a sales price nor even a discussion on how much we would be willing to pay.We felt like it was along the lines of extortion and even on this day I still never was told how much the car was selling for.I have spent over $60,000 buying cars from John l Sullivan and will not buy a car I'm even afraid of taking my car in for service .I don't trust this company anymore so I do not accept something they are trying to blame me for.

Review: I purchased my 2013 Dodge Journey from this dealership on April 15th, 2014. As part of the contract/agreement, they were to install "tube steps" to the vehicle. The salesman, [redacted], let me know that someone would call me to arrange an appointment to have it completed. I waited several weeks and heard nothing. I called and spoke with [redacted] on June 18th to inquire on the tube steps and lojack activation. He informed me that the service dept was behind and told me it may take a few more weeks to have the tube steps installed. I said that was fine as long as they didn't forget about me. He apologized and told me he would have the service dept call me to, at the very least, have my lojack activated. I recieved a call from [redacted] on June 24th and was able to set up an appt for July 3rd at 8:30am. I was told the service would take approximately an hour so I brought my kids...it ended up taking approx. 3 hours and the service was horrible and not friendly. [redacted] was friendly but her co workers were not and when she needed help, no one wanted to help her. A couple days after I had the lojack activated, [redacted] called to confirm that my lojack had been activated and my tube steps installed (left a voicemail). I called back and left him a VM explaining that, yes, the lojack had been activated but the steps had NOT been installed. I did not hear back.I waited a few more weeks and decided to call Jeremy, one of the sales managers. I explained everything and he seemed genuinely concerned. I could tell he was taking notes. He said that he would look in to it right away and would call me right back. I never heard back from the dealership and it is now Dec 24th. I still do not have the tube steps on my vehicle. This is the second vehicle I have purchased from this dealership, and it will be my last. Prior to this I would refer everyone I know to this dealership; that will no longer be the case.Desired Settlement: I would like the tube steps installed on my vehicle, as promised and per the due bill dated 4/15/2014.

Business

Response:

I was unaware of the service issues Ms. [redacted] was experiencing. After hearing of our problem getting the running boards installed, I had my customer service department get involved, set an appointment and had the tube steps installed. Ms. [redacted] left completely happy.

Review: -2015 [redacted] Cherokee Trail hawk-Vehicle sunshade brackets broke -Called/Scheduled for service to determine what actions were needed to resolve the issue. -13-Aug-2015 (1st Service Visit)-Service department determined parts needed to be ordered, were covered under warranty and the parts needed were on back order. -Would be notified once parts came in.-Vehicle was returned with grease marks on the headliner -11-Sept-2015 (2nd Service Visit) -Service department disassembled sun shade and headliner to to reveal that they had ordered the incorrect parts.-Parts needed were available and would be shipped in from the North-West-Service department stated that the job will now take two days to complete once restarted.-Vehicle was returned with a dirty headliner and a malfunction sun/moon roof. -23-Sept-2015 (3rd Service Visit)-Service department was notified of grease left on headliner and the malfunctioning sun/moon roof and stated they would correct the issue. -Returned to service department the next day after they stated the vehicle was repaired, headliner cleaned and sun/moon roof issue fixed.-Vehicle sunshade was incorrectly installed and when service department was made aware they attempted to fix on the spot and broke the bracket and now have to reorder the same parts.-Upon further inspection my vehicles sun/moon roof makes a popping noise when opened and my headliner is no longer flush with the vehicles trim however the headliner is clean.-My vehicle has gotten worse from the original issue it went in for. The sun shade is still broken, the sun/moon roof now pops when opened and my trim/headliner is no longer flush. I have missed work on several occasions because this is not a "Saturday Job" and have wasted fuel on unnecessary trips. I will now have to go in again once the part has arrived, miss work again and waste more fuel. A rental was provided by the dealer on the third trip at no extra cost for the inconvenience and also wasting co workers time/fuel.Desired Settlement: This matter has wasted mine and my co-workers time/fuel on several occasions and the level of quality service is sub par. I request that a different (more knowledgeable) technician work on my vehicle and I am compensated for my wasted time/fuel and deterioration of my $39K brand new vehicle that was purchased from your dealership.

Business

Response:

Tell us why here...Mr. [redacted] is correct, we here in the John L Sullivan Dodge service department did not meet his expectations. I, [redacted] Service manager of the department have spoken with Mr. [redacted] regarding the numerous service visits to correct what should be a fairly simple repair. The technician did in fact soil the headliner of the vehicle during the first service visit. On the first service visit we were able to diagnose the concern and get his parts ordered. The parts showed up and we scheduled Mr. [redacted] to come in to have the vehicle repaired. The actual repair of the vehicle was quite extensive, requiring several pieces of the interior to be removed to gain access to the part being replaced. The technician did make the repair to the vehicle, and reassembled the interior of the vehicle. During the repair the technician did in fact install the sun shade incorrectly. In an attempt to install the sun shade correctly (it just needed to be turned over) the component that holds the sun shade in place broke (as this was the original concern I feel that there is a design flaw). When the vehicle does return I will be overseeing the repairs on it and will be performing a quality inspection prior to delivery back to Mr. [redacted]. I will be contacting Mr. [redacted] today and I will be offering him compensation for his time in the form of an extended maintenance contract, and a full tank of fuel.

Consumer

Response:

I have reviewed the response made by John L. Sullivan in reference to my concern, and find that this resolution exceeds my expectations. The service manager ([redacted]) and I have also agreed a full detail of the vehicles interior and exterior upon completion of the maintenance. I would like to thank [redacted] of John L. Sullivan for his understanding and full cooperation in resolving this manner and look forward to continuing my business relationship for years to come.

Review: I went to John L. Sullivan Dodge Jeep Chrysler in Yuba City, CA in February to see if I could be financed for a used vehicle. I told the salesmen that I was a single mother of 3 on a very limited income of $10/hr and not receiving child support or cash aide/county assistance. I stressed multiple times the importance of me having a reliable dependable vehicle to get to work 5-6 days a week and the importance of my job the only thing I have going for me at this time to support my children. Not even 2 months after the purchase I had to major mechanical problems. The car was overheating and leaking fluids. I took to dealer to find out that it needed both the water pump and radiator replaced and that the warranty only covered water pump. How is it possible this was missed in a 24 point inspection? The dealership refused to assist me in a guarantee for their vehicle or the warranty and would not repair or replace the vehicle well knowing that they had misinformed me of the vehicles problems. I was completely taken advantage of and sold a lemon. Multiple times I went to complain and demand the dealership make it right that they had falsely sold me a unreliable vehicle and never once was I helped. On further inspection of the vehicle I found that liquid glass had been entered into the radiator to quickly patch it, chemicals had been added to the coolant system, the timing belt had been altered and needed replacement, and the front end showed serious damage as a result of a previous accident that had not been reported to me upon purchase. The repairs for radiator alone were $540 as well as $120 to John l. Sullivan's service dept. and $1000 to the timing belt. I've been wronged and misled and am stuck with a 5,800 loan and shop bills on a car I can't drive. I am so disappointed by the dishonesty and lack of integrity that this business has making money by ripping off a single mother and knowingly selling a unreliable vehicle. I am so disappointed and angry that a business would operate this way.Desired Settlement: I feel that because of the dishonesty in the sale of this vehicle that either an exchange for another vehicle at equal price as I paid for this vehicle or that John L. Sullivan accept responsibility for their fault and replace and repair all parts on their behalf at no cost to me. The vehicle should have never passed a 24 point inspection with that many problems. I should have been notified of all accidents and made aware of the vehicles issues needing replacement.

Business

Response:

First off I would like to say to Ms. [redacted] that each and every one of our used vehicles are thoroughly inspected and re-conditioned to the highest standards. It is unfortunate that the water pump went out soon after her purchase, but that is something that can be fine one day and not good the next. We give every used car customer a 3 month 3000 mile powertrain warranty, for just such unfortunate instances. When the vehicle was brought in for the replacement, normal procedure removing the water pump exposes the timing belt. It was offered to replace the belt at her expense as a preventative measure, not because there was a problem. As far as the radiator, there may have been a pinhole leak which was also declined to replace, so the technician used a standard "stop leak" chemical to seal the pinhole. If it would have been serious, a replacement would have been mandatory. As far as the "serious damage" to the front end, the car fax report showed a minor accident, which was disclosed to Ms. [redacted], as she had signed a copy of the car fax, which we have retained in her file. There was absolutely nothing done dishonest or with lack of integrity as Ms. [redacted] suggested. With the water pump failing so early in her ownership, I will gladly reimburse her for the deductible which she paid for the water pump. The radiator was sealed and not leaking, which did not need replacement, and there was nothing wrong with the timing belt, replacement was only suggested as the motor was to be opened up to replace the water pump and it makes perfect sense to replace the timing belt while in the motor. Please feel free to contact me at the dealership if this is satisfactory, and I will have a reimbursement check cut for the deductible on the repair. Best Regards, [redacted] General Sales Manager John L Sullivan DCJR [redacted]