Sullivan-Parkhill Imports, Inc.

Initial Business Response /* (1000, 12, 2015/07/17) */
Revdex.com
The Sprinter came in with the Check Engine light on- Our technician noted that the DEF light was on as well and the Sprinter was in countdown mode with starts remainingThis DEF light comes on when the DEF system
gets low on fluidIf the fluid is not added after so many starts the DEF system will go into countdown mode forcing the owner to visit an approved dealer who can re-set the computer programs before the vehicle will no longer startOur technician went out to the vehicle and hooked up the wireless connector to the sprinter and went back into the shop to access our SDS (diagnostic) machineThe vehicle remained outside because the sprinter bay had a vehicle inside alreadyWe can work on the vehicle computer system without having the vehicle inside our shopTo the lay person it looks like we didn't work on the vehicle when were if fact doing so remotely inside the shop via our wireless connection
In order to reprogram the system the DEF fluid level must be completely fullOur technician went back out to the lot and pulled the vehicle up to the shop door, opened the hood and proceeded to top off the DEF fluidThis process can be seen on the video in which this owner said we never opened the hoodThe DEF tank only took liter of fluid to fill it completely, as the owner had added fluid before its arrival to usBut the system was not completely full when it arrived to us
Once we scanned the vehicle we found it was indeed in the countdown mode and would need to be resetWe advised the driver that this process is not covered under warranty and there would be a charge to do soHe said if we have to pay, then we have to payThe process was going to take some time so the driver opted for a ride from our shuttle driver
Once the system was reprogramed and codes cleared we called the client to let him know the vehicle was readyThe owner *** *** came in, paid the bill and asked some questions about the processI attempted to share with him what we found and he cut me off saying we don't know what we are doing hereHe then left the buildingHe called back shortly after demanding that we reverse the charges saying that the repairs were not authorized, and were done incorrectlyI once again attempted to speak with him, but he talked over me, used foul language and hung up the phoneHe then proceeded to post messages on the internet about our dealershipHe had someone from his office call us and state that they would do business with us only if we gave them a 35% discount for partsWe declined there offer and asked them not to return
In addition, *** *** disputed the credit card charges, and therefore we have not been paid for the services rendered
In summary:
Complaint: They did not authorize the repair and did not ask for authorization
Response: Sullivan-*** did ask the driver for authorization and were told "If we have to pay, we have to pay"Their driver authorized the repairs
Complaint: They say there dashcam shows our" Technician never opened the hood"
Response: There dashcam video shows our Technician opening the hood and adding fluidTime stamp on video is 9:and vehicle pulled out at 9:
Complaint: This should have been a warranty repair
Response: Topping off the fluid in a timely manner is a maintenance item that the owner needs to performWarranty does not cover maintenance items
Thank you,
*** ***:Revdex.com.docx:

Initial Business Response /* (1000, 5, 2016/06/15) */
Mr. [redacted] brought his vehicle into us with a rear hatch that was inop. The vehicle was torn apart as someone else(him I believe?) had already tried to repair the problem. We replaced the rear latch actuator/motor. The rear hatch is now working...

as designed. The customer brought the vehicle back and said the rear door locks do not work now and the rear wiper arm is not working. He believed it had something to do with the repairs that were done at our shop. We let Mr. [redacted] know that we would be more than happy to check our work and make sure it was done correctly, if not there would be a $105.00 diagnostic fee to let him know what was going on with it. We doubled checked everything we did and diagnosed his problems. We had both the technician and the shop foreman verify that neither of the complaints were caused by anything we did. They are on completely different circuits and areas of the vehicle. We offered the customer that we could look at it and further diagnose it. He declined. We internally took care of the $105.00 diagnostic fee and did not charge him for it, which he owed.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we brought the vehicle to them everything worked just fine, except the locking mech that unlocked the back hatch. After talking and having a professional car mechanic remove the read panel (it was first checked at [redacted] in Monticello) and confirmed that it was indeed the latch that had broken. However, they wanted $1100.oo to fix the latch, which we declined to accept. We did pay $186.00 for their trouble and had them leave off the cover. This allowed us to open the lock manually and be able to use the read for moving our daughter's family a few days later. At that time we used the door locks and the read wiper (it did rain during that weekend) so we know they ([redacted]) did not do anything wrong. Now after having Sullivan Parkhill do the work, we have found another electrical problem, neither car charging plug ports are functioning. We are going to have another professional mech. check out the cause of these problems and determine if the work done by Sullivan is in deed the root cause. Then after this evaluation is completed, the amount charged to do these repairs will be either passed on for payment by them, or taken to small claims court for reimbursement. Why they will not take responsibility for something they did, shows us lack of professionalism. To be continued.