Sullivan Auto Trading INC

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.

Review: 05/09/2015 purchased a [redacted] May 10th took it to have emissions test. Vehicle stopped working on Rt 17. They picked up the vehicle on May 18th and replaced alternator. That point we decided to take it to a repair shop we deal with and have the [redacted] checked out. Many things were found wrong. Rear Differential, both front lower control arm bushings, Front outer tie rod has play, drive belt is cracking, body has good amount of rust, exhaust leak near muffler and two hanger are rusted and broken. When we brought this to Austin Sullivan's attention he seemed upset that we took it to have it checked out and proceeded to say that all repair shops try to find something wrong with vehicles to get money. He asked me to bring it back in and I did so. Took it back on May 16th, said, they put a new back end in it. It is used but that is ok. However, the other issues was not addressed as he said, is considered normal wear and tear. that it passed state inspection. Saturday June 6th it was taken back to them due to fluid leaking under the vehicle and the muffler. We were called and told the vehicle was ready to be picked up on June 8th. Still leaking and all issues not addressed along with the muffler. At my wits end I called the State Police to check the vehicle. Upon, inspection they found that the muffler should not have passed inspection. They Sullivan's was cited and owner talked with about the matter. We would like to have these issues fixed as they were brought to their attention before the 30 day warranty. Being we have contacted them several times and this not being resolved I am contacting you the Revdex.com. 7Desired Settlement: For the business to take responsibility for the items that needs repair at their expense. They were found before the 30 day warranty was up. That they check all vehicles thoroughly before selling them. Not make customers feel bad for having the vehicle checked out by another auto repair shop. Customers should not have to report them to the State Police. If a complaint is made by a customer Austin Sullivan should not just say it passed inspection but check the vehicle out thoroughly to make sure it did meet state inspection requirements and safety. If we have to go else where for repairs they refund us for the repairs. That Donald Sr. Sullivan follow up with customers when they call being he owns the business.

Business

Response:

The [redacted] was purchased on May 9, 2015. The alternator failed soon after although this part failure could not have been anticipated at the time of purchase. Although the necessary alternator repair was not a covered item under the customer's 30 day/1 ,000 mile power train warranty, Sullivan Auto Trading repaired the failed alternator, free of charge, in an attempt to provide exceptional customer service. The customer took the vehicle to another location to have it inspected and returned to Sullivan Auto Trading with the list mentioned in their complaint. The customer stated she felt we were upset she took the vehicle to another shop. Our staff made multiple attempts to convey this was not the case and she thanked us for clearing up any miscommunication. Our technicians reviewed all the items on her list and all items appeared ok with the exception of the rear end , which was now making noise. The customer was also concerned the repairs were performed with used parts. It is standard practice to use reclaimed parts for certain repairs. Although these parts were not new, they were not broken or failing. During our subsequent inspection of the vehicle, our technician drove the vehicle and noted rear end noise. This noise was not present during the original inspection. In an attempt to provide exceptional customer service, we replaced the rear end at no cost to the customer. Regarding the listed 'leaks,' this was simply an unanticipated occurrence. We attempted to repair the issue at zero cost to the customer. The customer has stated the leak is still present. It is our intention for every customer to be pleased and we would welcome the opportunity to further investigate and eradicate the leak. Regarding the exhaust leak, the state police investigated this matter and a small leak at the exhaust flange was found that was unseen by the state inspector. He was held accountable, as all state inspectors are personally responsible and accountable for their inspections, not the repair facility. We are regretful repairs were necessary so early into the customer's ownership of the vehicle. We also apologize the exhaust leak was unseen not once but twice by the state inspector. We have taken appropriate measures to deal with this matter internally. We would like the opportunity to repair the exhaust and any issues you may still be having regarding the leak. It is our intention for all customers to have a pleasant and positive buying experience at our company. We acknowledge the frustration you have endured and we do apologize. It is our foremost goal to conduct business with full disclosure and honesty. Kind Regards , Sullivan Auto Trading

Business

Response:

Sullivan Auto Trading would like the opportunity to address any of the remaining issues the [redacted]'s have with their vehicle. We have attempted to contact them by phone. We are requesting that the [redacted]'s give us a call to schedule an appointment to bring their vehicle in for service.Kind Regards,Sullivan Auto Trading

Consumer

Response:

Customer called Revdex.com to provide an update to the complaint. The check was received by the customer yesterday, October 1, 2015.

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.

Just got a car form these guys and I have very satisfied overall. The price was great, staff was friendly and very knowledgeable about all of the questions and concerns I had with my purchase. I highly recommend them mainly because of their attention to details of my requests I had before the purchase. Any family owned and operated business that can operate with such ease is especially great to work with.