Sullivan Brothers Toyota

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. 
 
Regards,
[redacted]

Review: We bought an used car from them back in December of 2011. After numerous issues with the car, we traded it in to [redacted] and bought a 2013 [redacted] in August of 2012. At the time of signing paperwork we asked how we get the balance left from our gap insurance that we had purchased on the used car. They directed us to [redacted]. At that time I contacted [redacted] and she told me we had to come in and sign some paperwork to cancel. We did that the 2nd week in December 2012.

We went in and sat down with a man and signed everything and he said we would receive the check in 4 weeks.

It is now March 6 and I have gotten nothing but excuses from [redacted], [redacted], and [redacted].

Called [redacted] numerous times with a promise of checking into and calling us back. Called and spoke to [redacted] that said he would look into it and have someone call back. NOTHING from anyone!

We are told they will check into it and call back with no calls. At one point [redacted] told us they did receive the refund from [redacted] in the amount of 475 dollars and she would have the finance office cut the check and call me as soon as it was on her desk. That was almost 3 weeks ago. I called [redacted] myself and they told us the refund was cut in a check to [redacted] in January.

Today I call and [redacted] transfers me to [redacted] that tells me we have to wait because [redacted] motor credit takes money from that prorated and most people dont receive a refund but she would check and get back to me! [redacted] says I should be receving the entire refund. That was gap insurance and is entirely seperate from anything else. We are entitled to that money. We are now in March and we want our money!!!!Desired Settlement: A refund check in the amount of 475 noW!!!!!!

Business

Response:

ACTUAL REFUND WAS 565.18 ISSUED 3-7-13 CHECK# [redacted]

Review: MEMORANDUM OF FACTS

1. On or about July 8,2013 [redacted](Buyer) purchased a 2008 [redacted], VIN# [redacted] from salesman [redacted] at [redacted] Brothers, DBA [redacted] Brothers [redacted], [redacted] Road, [redacted], MA.

2. At that time [redacted], representing [redacted] Brothers, DBA [redacted] brothers [redacted], stated to [redacted] and her witness that the SALES AGREEMENT included a 90 Day Warranty, ANY & ALL issue with the vehicle would be repaired immediately at their facility with no expense to the Buyer, and that she would bring the vehicle back to the dealership for repair of all chips and scratches on the vehicle to restore and protect the vehicle. At that time, a verbal and written/ sales agreement was entered into between [redacted]( Buyer) and [redacted] Brothers, DBA [redacted] Brothers [redacted].

3. At that time, on or about July 8,2013 [redacted] had the vehicle prepared for sale and the service department reset the TMPS light.

4.On or about July 12,2013 the vehicle was brought back to the dealership. Repair required replacing the which the buyer found to be broken, and a second rest of the TMPS light.

5. That same date , on or about July 12.2013 when the buyer bought the vehicle in for repair the dealership, she repeatedly stated to [redacted] brother employees that the vehicle was pulling to the right.

6. When the buyer picked the vehicle up from service on that same date, on or about July 12,2013, she found the vehicle continued to pull to the right.

7.On or about July 22,2013 the Buyer brought the vehicle to the dealership for service. The vehicle had the TPMS light re-set a 3rd time, received the vehicle registration, and vehicle registration sticker.

8. Following this date, the Buyer discovered the Rear Back-Up warning sensor and buzzer, and the CD player were both inoperable, and the vehicle continued to pull to the right.

9. On or about Monday, August 5,2013 the Buyer brought the vehicle back to the dealership. Repair included replacement of one rear tire and re-programming of tire sensors & cleared light, replacement of back-up warning buzzer, INSTALLATION OF A USED radio assy, and replacement of trunk clip. Repair work also included TPMS re-set for the fourth time.

10. On that same day, Monday afternoon the Buyer called [redacted] Brothers service department to discuss what time she would arrive for vehicle pick-up. The employee [redacted] told the buyer she did not know where the vehicle was, did not have any paperwork on the car, and suggested the Buyer call another dealership to locate it.

11. The Buyer was very upset, and [redacted] stated she would make a call to another dealership to try to locate the vehicle, and would call the Buyer back.

12. The Buyer never received any further communication from [redacted] or the Service Department that date.

12. The vehicle remained out the Buyer's possession from Monday, August 5,2013-Friday, August 9 ,2013

13. On or about Friday, August 9,2013 the Buyer was told that all issues were repaired.. As the Buyer pulled out of the driveway that date, the tire pressure light(TPMS Light) once again for the fifth time, came back on.

14. On Tuesday, August 13,2013 the Buyer brought the vehicle to [redacted] Co., [redacted] St. [redacted], MA to have the vehicle receive a 3rd party comprehensive examination, a thorough inspection of critical components for safe vehicle operation.

15. The result of this 3rd party inspection included the :TPMS light required to be re-set again which was done at that time, (6th re-set) the vehicle requires a new battery, a new alternator, an alignment, an air filter, and the right front tire shows signs of dry rot and the 3 existing tires replaced so that the vehicle runs on even tread. The Buyer incurred damages of $20.00 to have the vehicle inspected.

16. On Wednesday, August 14,2013 the TPMS light came back on. The Buyer brought the vehicle back to [redacted]. [redacted] reset the TPMS light(7th time). They informed the Buyer the vehicle needs to be returns to [redacted] Brothers dealership with a host of issues to be resolved.

17. On Tuesday, August 20,2013 the Buyer and witnesses [redacted] & [redacted] met [redacted] brothers Manager, [redacted]. At that time, the Buyer attempted to discuss these issues as well as the fact that the air conditioner is not functioning correctly. Within minutes, Mr. [redacted] abruptly ended the meeting, refusing to do his job, and in contempt of the warranty, sales agreement, contract, and Buyer's rights, was screaming "this meeting is over!" "I am not helping her!"so loudly that all employees and customers in the building stopped what they were doing and were watching this extremely unprofessional display, as the Buyer and her witnesses stood there being degraded in front of everyone and incurring significant duress.

WHEREFORE:

A. [redacted] Brothers, DBA [redacted] Brothers [redacted] is in breach of contract, refusing to honor the Sales Agreement, as well as Vehicle Warranty.

B. The Buyer has now incurred damages, and continues to incur further damages until this matter is resolved.

C. AS of this date, the vehicle continues to require the following repairs:

-TMPS light has been re-set FIVE95) times at the dealership.

-TMPS light has been re-set and additional TWO (20 times by [redacted], a 3rd party.

-TPMS light remains broken

-Paint to restore the vehicle (chips &scratches)

-Faulty defroster-right side at right does not clear

-Requires 3 new tires to match the 1 the dealership installed

-Requires wheel balance

-Requires alignment

-Requires windshield wipers

-Requires new battery

-Requires new alternator

-Requires an air filter

-TPMS valve service kit

-Air Conditioning not working to capacity

-Acceleration hesitates intermittently

Pursuant to M.G.L. s,7N1/4:

(ii) If the dealer fails to repair the same defect within three attempts, or if the used motor vehicle is out of service for more than a cumulative total of ten business days after the consumer has returned to the dealer for repair of the same, then the dealer shall accept return of the vehicle from the consumer and refund the full price.Desired Settlement: Upon receipt of this MEMORANDUM OF FACTS, delivered via Certified Mail

# [redacted] on the 3rd day of September, 2013, immediate relief is requested, [redacted] Street, [redacted], MA [redacted]

Business

Response:

These issues have been taken care of. Everything is all set with this complaint

Review: * This is the email my husband sent to the Revdex.com ON April 26, 2013.

My wife and I purchased a used 2009 [redacted] on 6/27/2012 for 14,400 + a trade in 57458 miles. In addition to regular maintenance we have replaced rear brakes that were almost completely work down.

The real complaint begins on 4/6/2013 when after being parked for an hour or so while we had lunch the vehicle didn't start on the first try and when it did the engine had a horrible scraping sound and shook violently. We left the car overnight and had it towed he next morning.

On 4/13/13 after determining this was not something we could repair ourselves we ha the vehicle towed to [redacted] and they said they would look into it.

On 4/15/13 [redacted] informed us there was nothing they could do because they weren't ** mechanics and that we should have the vehicle towed to an actual ** dealer. My wife and I stopped in and spoke with [redacted] is service. We agreed to have the vehicle towed (again) to a ** dealer in [redacted], MA on 4/15.

On 4/17/13 the ** dealer ([redacted]) informed us that the tensioner had failed causing the belt to go and throw the engine out of time which causes damage to the valves and the cylinder heads. They informed us that the entire job would cost around 5,500$ to do and suggested we just replace the ENTIRE engine at a cost closer to 5000$.

As we could not afford the repairs we had the car towed (yet again) to our home and it has sat here since. We have contacted [redacted], the dealer who sold us the car less than a year ago the last call being on 4/23/13 to see if they would, in good faith to a returning customer, be able to help us out in getting my wife into another vehicle because she needs transportation to and from

work and a safe vehicle for our * year old daughter. My wife is a registered nurse at a hospital and doesn't have the luxury of a flexible schedule.

The people at [redacted] have been less than helpful and at times outright rude. Going as far as actually laughing at my wife when she mentioned the ** mechanic suggested and engine swap during our last call asking if there was anything they could do. The vehicle is just over 3 years old and was ours or only 9 months before this incident. It also has less than 75,000 miles. Quite a bit lower than **'s suggested inspection of the timing belt which is 105,000mi.

My wife and believe that while it may not be ideal for them that, [redacted] should stand by their vehicles. And that no one should have to have a 15,000$ loan on an undeliverable vehicle that has only been subjected to normal wear and tear. Nor should and vehicle just over 3 years old have required repairs totaling over 1/3 of the vehicle cost. I believe the vehicle was not properly services before sale and judging by be rear brake wear (rear brakes generally only do about 25% of the work when stopping a vehicle) I'm not sure how [redacted] provides us with an inspection sticker. The state of the brakes when changed after leas than a year indicate to me that they were never inspected.

It has been 3 days since our last contact with [redacted] in sales at [redacted] and we were told they would give us a call back. We have not heard anything. I'm very disappointed with their service and sales staffs customer service.

This is the second car we purchased from [redacted] and even before this incident were not pleased with their service after purchasing the **. Just before this incident we replaced my vehicle with one from another dealer who has been a pleasure to deal with.

I'm not sure what the Revdex.com does in these situations as I've never files a complaint, but I do believe this dealers A rating is highly undeserved.

*update* This email was sent to the Revdex.com ON April26, it is now May 2nd and we have had no response from customer service, neither by phone or email, regarding our issue.

Thank you for your time.Desired Settlement: We are not asking for anything for free. Our only request is that the company stands behind the vehicle they sold and helps us get into a car that is comparable to the one we thought we originally purchased without having to still owe $10,000+ on a vehicle we no longer have. I say comparable vehicle because I don't believe we should be stuck with a best up 1996 [redacted] and still have a $330.00 a month car payment.

We would like [redacted] to accept the ** in trade and put us in a similar but safe and reliable, vehicle without raising our payment to something we can't afford (around $350-$375/mo) We cannot afford $5000+ in repairs. Thank you.

Business

Response:

She had other garages look and diagnose these. We said we are not going to take the word of other businesses evaluation. We looked at this issues of the vehicle and took care of them