Sullivan Auto Trading INC

Mr ***It surprises us tremendously to hear this regarding the vehicle you purchased from us considering the details of the transactionWhen you initially sat down with me to purchase the SUV, you insisted that you be able to keep the Lexus for an extended period of time and have it
checked by your personal technicianWe were happy to oblige and honored your requestUpon your return, you told us that you were satisfied with your technicians check out and wanted to move forward in purchasing the LexusI explained at that time that all of our cars came with a complimentary day *** mile **/** limited warrantyThis warranty you signed, as explained to you thoroughly at the desk, covered **% of parts and labor if a claim was made during the time/mileage durationI then explained that you were purchasing an year old vehicle and highly recommended that you purchase an extended warrantyDespite my advise, you decided to sign a waver denying the purchase of an extended warranty and stating that you assume all risk after the sale. After taking delivery of your vehicle, you later reached out and spoke with our service manager who handled your claimAs a dealer, we are not responsible for providing you with a service loaner while your vehicle is in the shop for repair but we did so anyway. Mr***, please consider the facts: Prior to purchase you kept the vehicle for an extended period of time(or MORE HOURS)Had a full inspection by your personal technician Stated that your technician found the vehicle to be satisfactory and worthy of purchase Had an extended warranty offered to you and declined itSigned a Buyer's Guide dealer implied **%/**% warranty for days or *** miles, NO CHARGE from the dealer. Signed a disclosure stating that an extended warranty was offered to you and that you declined it, assuming all risk after purchase. You made a claim on your **% parts and labor warranty and paid half of the repairThe dealership paid the other halfThe dealership supplied you with a loaner vehicle while the work was being done. In closing, I am terribly sorry that your transmission failed early in your ownershipI can assure you that it was not a preexisting issue considering our initial pre-delivery inspection, the amount of time you kept it on your test drive with no complaint, and the good report from your 3rd party technicianWith any used machine, they all run risks of failure at any given timeThis is why we offer extended protection when purchasing pre-ownedWe did honor your dealer implied warranty and would like it to be known that Sullivan Auto Trading paid for half of the repair on your claim. Thank you for taking the time to share your experience and take care.Sullivan Auto Trading wishing to offer absolutely no compromise to this complaint. We have signed documentation if the Revdex.com would like copies of it. Regards,William S*** GSM

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

I recently purchased a car from Sullivan Auto Trading and had a good experience There was a slight issue with the vehicle that we were looking to buy, and the business fixed it promptly before we left They were very responsive, which was surprising as it was a very busy day and we did not have a long wait to speak with a sales person There was no pressure by the sales staff, and they answered all our questions

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

It's not often to do business with people that actually do what they say they will do without question or hesitation I have had two dealings with Sullivans on vehicles and in both cases, they could have taken the view that they had my money and owed me nothing; but they didn't and it cost them not a little bit of money to do so I would send my family there without hesitation and know that they will get both a square deal and will be dealing with honest people They welcome a second party opinion on their vehicles and actually encourage it Integrity is not a word I've been able to apply often in recent times when it comes to businesses, but it applies here The next time I need a used vehicle, I'm going straight there where I know I'm dealing with honest people that honor their word

Sullivan Auto Trading sold the vehicle in question, a *** *** *** *** ***, in good working conditionDuring Mr***'s second week of ownership, the radiator hose failed on
this vehicleAlthough this was not a covered item under the customer's day limited warranty, Sullivan Auto Trading repaired the failed radiator hose free of charge in an attempt to provide exceptional customer service to Mr***. Weeks later, Mr*** experienced what he described as 'drainage issues' which were causing water to flow back into the vehicle during a heavy rain Mr*** removed the entire rear bumper of the vehicle while attempting to locate this leak on his ownAfter removing the bumper, he discovered repairs had been previously made to the rear bumper area. Mr*** came to our dealership to question us about the damage and to ask why he was not informed at the time of purchase the vehicle had been in an accidentIn an attempt to provide exceptional customer service, our body shop technician inspected the prior repair to ensure the vehicle was structurally soundWe performed this inspection free of chargeMr*** has also stated he had a second body shop inspect the prior repair and this second body shop also concurred the vehicle was safe. We believe Mr***'s main concern is not being told the vehicle had been involved in what we would categorize as a 'fender bender' which was obviously never reported to the prior owner's insurance companyOur technicians are instructed to check for any damage or rust to a vehicle's frame and body that could possibly pose a safety concernWhen our sales staff is asked by a customer if a vehicle has ever been in an accident, our sales staff will immediately produce a *** vehicle history reportA *** report is the standard in the industry to document a vehicle's past history and is a reliable reference if a vehicle has sustained a documented accidentIt is rare for an accident not to be reported on the *** as most major accidents are reported to insurance companies who then automatically report to ***If a vehicle is in a minor accident which can be repaired for less than an insurance company's deductible, the owner of the vehicle may obtain the repair for less than his or her deductible and thus not report the incident to their insurance company who then would not report the incident to ***All Sullivan Auto Trading Staff members would fully disclose any and all knowledge of prior damage to a vehicle if that damage is known. A prior repair to a minor incident similar to the prior repair to the vehicle in question would not have changed the value, worth or sales price of the vehicleThe vehicle's sales price would not have changed even with the knowledge the vehicle had been in a minor accidentThe vehicle was properly repaired and structurally soundMr*** is requesting the vehicle be repairedWe are unaware of any repair that is outstanding as confirmed by our body shop technician and also has been independently corroborated by a third party body shop of Mr***'s choosingSullivan Auto Trading apologizes for being unaware of the prior repair to the vehicle but again we stand behind the standard in the industry, *** report, as the reference source for the vehicle's prior historyWe are very sorry Mr. *** is unsatisfied as we feel we have attempted to provide exceptional customer service and it is our utmost goal to be as honest and transparent as we possibly can. Regards, *** *** Sales Manager

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

*** *** purchased a Truck from us on January The truck we sold Mr*** is a ** year old truck that was described to be just that The pictures clearly showed the damage and we told Mr*** that we were not going to fix the bumper on the truck prior to the sale
Knowing that, he still chose to purchase the truck In regards to the radio, we had Mr *** come back to our dealership and we replaced the old radio with a new one Note, this is something the dealership was not obligated to fix The only reason Mr*** had to come back to the dealership is because we went out of our way to accommodate the client by delivering the truck "sight unseen" to his doorstep The other issues discussed in the clients complaint would have been taken care of on site prior to delivery, had he not demanded that we deliver the car to house and that be contingent to the saleWe offered Mr*** to repair the items that he said we not operating correctly and declined our offer In fact, he said he took care of the things himselfAll of our cars are VA State inspected prior to being sold, the fact that the headlight was not operating correctly must have happened while the vehicle was on the lot according to the third party inspector's finds Our customers satisfaction is extremely important to us However, I find these claims to not only be erroneous but maligns our integrity as a dealership S*** Auto Trading did all, abundantly and above, what is required of a dealership to accommodate Mr*** and feel we could have not handled the situation and better than we did. Despite the clients discontentment, we are displeased to hear this news Any questions regarding this situation please contact me, Will S*** Sales Manager Thank you.Regards,William S*** Sullivan Auto Trading

In response to Revdex.com Case #*** Mr *** purchased a *** *** *** March 23, Sullivan Auto Trading did pay a separate company to perform said repairs arranged prior to sale In addition to repairing the parts agreed upon, Sullivan Auto Trading provided Mr
*** with a loaned vehicle, at no expense, for him to drive His vehicle was not in here for weeks, it was here for days Mr*** also encountered a Mass Air Flow Sensor failure, not covered by his dealer complimentary warranty, and Sullivan Auto Trading paid to have that fixed as well Mr*** was advised strongly at time of sale that he was purchasing a year old truck and that a extended service contract was recommended Mr*** declined (with a signature) any additional coverage Mr*** also signed a FTC Buyer's Guide form that outlined all potential failures that could happened on a pre-owned vehicle Furthermore, Mr*** signed a Customer/Dealership Responsibility Disclosure that stated he solely, not the dealer, was responsible for any issues on the vehicle that may fail and fall outside of his dealer warranty or (if purchased) extended service contract after time of sale Sullivan Auto Trading is able to render all signed documents electronically if needed In regards to the inspection, all inspections are done through an independently licensed Certified ** State Inspector Any dispute with any ** State related issue would be taken up with that individual and not Sullivan Auto Trading For obvious reasons; Sullivan Auto Trading cannot assume the diagnosis of another shop that completely contradicts the service center that we partner with Therefore, Sullivan Auto Trading is not willing to pay any of the requested amount asked by Mr*** In closing, Sullivan Auto Trading repaired all promised items and one additional item with no expense passed over to the client Mr*** was advised strongly to purchase an extended service contract and signed documentation declining one Also, Mr*** signed a formed outlining the risks associated with used cars Lastly, Mr*** signed a form stating he understood he was responsible for any repair on the vehicle outside of his coverage on whatever warranty/service contract he may hold As displeasing as a unsatisfied client is, Sullivan Auto Trading handled this matter honestly and professionally

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Sullivan Auto Trading does provide CarFax reports to all of our customersWe check Carfax reports when purchasing our vehicles to insure that a vehicle has never been in major accidentsWe would not be willing
to purchase this vehicle back from Mr*** based off the opinion of another dealer who is attempting to place a figure on the vehicle for tradeWe would be willing to inspect the vehicle ourselves and review our results with MrSundWe cannot provide any suggestions towards a resolution until we inspect the vehiclePlease contact us at your earliest convenience to set up an appointment for inspection.Kind Regards,Sullivan Auto Trading540-654-

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

In regards to Ms*** *** complaintI have spoke to the employee who was responsible for handling Ms*** vehicle (The Service Manager, ***) She told me that what Ms*** has stated is true but all of the issues that she complained about have been addressed and paid for by
the dealership Ms*** having to visit the service center several times was a mere result of trying to diagnose the issues at hand With pre-owned machinery, sometimes it can become extremely tedious to narrow the exact cause of something and repair it We hope to resolve any issue the first time but realistically that does not happen in some cases In regards to the desired settlement:Customer satisfaction is very important to us and we are willing to comply with 100% of the customers request Please have the client call the dealership and speak with William S*** the GSM to arrange

Revdex.com spoke with the business*** stated that this customer had a motor put in his vehicle and about months later the motor blewthe business said that as long as he did not blow the heat signatures and they were the ones that removed the motor that it might be coveredHowever, the heat
signatures were blownthe car had been driven with no coolantthe customer agreed to pay for the work once it was found that it was not covered and then pick up the vehicleAt this point the customer has agreed to sign over the title of the vehicle and settle the billThe customer said about a week ago this might take 1-weeks

Although we are not obligated to, We would be happy to pay the clients deductibleIt is unfortunate that this happened so early in her ownership so it would be our pleasure to assist However, the tires had passed va state inspection and we will not be replacing them An opinion of
another shop, probably to sell tires, simply is not enough evidence for us to reimburse the client for her purchase A Va State Inspector passed those tires which would have failed if they were dry rotted the way she explains

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Sullivan Auto Trading does provide CarFax reports to all of our customersWe check Carfax reports when purchasing our vehicles to insure that a vehicle has never been in major accidentsWe would not be willing to purchase this vehicle back from Mr*** based off the opinion of another dealer who
is attempting to place a figure on the vehicle for tradeWe would be willing to inspect the vehicle ourselves and review our results with MrSundWe cannot provide any suggestions towards a resolution until we inspect the vehiclePlease contact us at your earliest convenience to set up an appointment for inspection.Kind Regards,Sullivan Auto Trading540-654-

In response to Revdex.com Case #*** Mr *** purchased a *** *** *** March 23, Sullivan Auto Trading did pay a separate company to perform said repairs arranged prior to sale In addition to repairing the parts agreed upon, Sullivan Auto Trading provided Mr
*** with a loaned vehicle, at no expense, for him to drive His vehicle was not in here for weeks, it was here for days Mr*** also encountered a Mass Air Flow Sensor failure, not covered by his dealer complimentary warranty, and Sullivan Auto Trading paid to have that fixed as well Mr*** was advised strongly at time of sale that he was purchasing a year old truck and that a extended service contract was recommended Mr*** declined (with a signature) any additional coverage Mr*** also signed a FTC Buyer's Guide form that outlined all potential failures that could happened on a pre-owned vehicle Furthermore, Mr*** signed a Customer/Dealership Responsibility Disclosure that stated he solely, not the dealer, was responsible for any issues on the vehicle that may fail and fall outside of his dealer warranty or (if purchased) extended service contract after time of sale Sullivan Auto Trading is able to render all signed documents electronically if needed In regards to the inspection, all inspections are done through an independently licensed Certified ** State Inspector Any dispute with any ** State related issue would be taken up with that individual and not Sullivan Auto Trading For obvious reasons; Sullivan Auto Trading cannot assume the diagnosis of another shop that completely contradicts the service center that we partner with Therefore, Sullivan Auto Trading is not willing to pay any of the requested amount asked by Mr*** In closing, Sullivan Auto Trading repaired all promised items and one additional item with no expense passed over to the client Mr*** was advised strongly to purchase an extended service contract and signed documentation declining one Also, Mr*** signed a formed outlining the risks associated with used cars Lastly, Mr*** signed a form stating he understood he was responsible for any repair on the vehicle outside of his coverage on whatever warranty/service contract he may hold As displeasing as a unsatisfied client is, Sullivan Auto Trading handled this matter honestly and professionally

Mr***? purchased a used Dodge *** from us on 3/18/from Sullivan Auto Trading.? Post-Sale, Mr***? did return back to our service department to get some issues addressed that he was having with his truck.? Mr*** did not purchase a warranty that covered any
of the items he was having concerns with.? Despite the fact that he did not purchase a warranty, Sullivan Auto Trading out of "Good Will" attempted to repair the items he was concerned about.? His claim to us topping his power steering fluid off and servicing his air conditioning are true, for this would be the first step in diagnosing any mechanical issue.? Both of these remedies did fix the issues at hand while the vehicle was here.? His claim to us telling him we would not help him further because of the review he wrote about us is erroneous.? However, we did find it upsetting that he said such things after we paid for items to be repaired that we were not obligated at all to pay for.? Furthermore, the items repaired also fell outside of the dealer implied complimentary warranty that was provided to him "Free of Charge".? Lastly, there is no possible way that the exhaust would have passed a third party VA State Inspection if it had the issues that Mr*** claims it had.? We find it curious that Mr*** purchased this truck almost a year ago and is just now stating his claims with the Revdex.com.? Sullivan Auto Trading performed several services to this truck despite that fact that Mr*** was outside of his coverages, at no charge.? Unfortunately, purchasing the vehicle back from Mr*** is not an option for us at this time? ?

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
The business provided their standard, scripted reply that is reflected in many existing complaints.? The fact of the complaint is as follows: Sullivan Auto sold a vehicle with a defective transmission.? ? 1.? Will S*** took our money and sold us a defective vehicle.? The specific failure mode of the transmission did not manifest itself until the vehicle was driven at highway speeds.? This fact was confirmed by Sullivan after EIGHT calendar days with their service department.? Unfortunately, my test drive did not include a highway test drive and no mechanical inspection would have revealed this latent defect.? The Sullivan reply (conveniently) does not address these conditions.? It was certainly a mistake to trust the Sullivan "**-point" inspection or believe there would be any fairness or integrity in the product description.2.? As evident in the reply, Sullivan Auto believes that selling defective products on a "catch me if you can" basis is acceptable if the customer does not buy an extended warranty or is forced into sharing the cost of the repair via the 30-day warranty.? This self serving "business model" is clear and evident on the many complaints where these warranties only benefit the dealership selling the defective product and what our family experienced.? Again, appreciate the transparency of this scripted response.? 3.? Amused that there is some "surprise" of this complaint, I made my feeling completely known at the time I picked up the vehicle and wrong "very dissatisfied" on the memo of the check (which was cashed very expeditiously no questions asked).? Also, after exchanging many texts, emails and calls during the sale; communications suddenly went silent after numerous (and fully documented) requests to arbitrate this matter.? Be advised, I was willing to negotiate a settlement, the lack of common consideration as evidenced by the facts outlined above have set me on a long-term course to leverage all resources at my disposal to ensure this does not happen to anyone else.? At this point, it is not about the money.? I am not angry, just focused.? Appreciate any support you can provide in ensuring another defective vehicle does not roll off this lot and into the hands of an unsuspecting individual.?
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