Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dear BBB,I am writing to express my deep disappointment with the service I received from Sullivan Tires regarding a recent tire purchase. I believe they have failed to honor the warranty claims to which I am entitled, leaving me frustrated and dissatisfied.On 03/10/2021, I purchased two Pirelli tires with Invoice Number: 0122-63649. On Invoice Date: 11/03/2022, I purchased two more Pirelli tires, and on 12/14/2022, I purchased an additional Pirelli tire from the same shop.Within five months and less than **** miles, two of the tires I purchased in November and December 2022 wore out, which is an unreasonably short lifespan for tires under normal usage.My attempts to resolve the issue with Sullivan Tires have been met with unsatisfactory customer **********************. They have been unresponsive and have not fulfilled their obligations under the warranty agreement. Despite initially denying the existence of a manufacturer warranty, they later acknowledged it but provided inconsistent information.During my multiple visits to Sullivan Tires, I encountered further delays and lack of clarity. They have not properly communicated with me regarding the warranty and have failed to assist me in a satisfactory manner. As a result, I am now left with new tires that were installed against my wishes.To resolve this matter, I request the following actions:Sullivan Tires must file warranty claims with Pirelli for the two tires that wore out prematurely, there is no excuse for the tires lasting less than 5 months/**** miles.I request a full refund for the new tires and the reinstallation of my old tires. Alternatively, Sullivan Tires shall replace all the Pirelli tires with Michelin CrossClimate 2 tires, which I had originally requested but was not able to receive due to an error in their system. If the replacement is provided, I also request an alignment service, for which I will pay if the specs for the before and after alignment are provided.
Business response
05/15/2023
Hello ********,
We appreciate you making us aware of your concerns, our sincere apologies for the experience you are having. We have provided your attached letter and BBB information to the Area Supervisor, we also received your notification directly to **. He is looking into your concerns and will be reaching out within the next (2) business days. We appreciate your patience.
Be Well, *******
Customer response
05/16/2023
Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Hi, please provide a resolution as soon as possible. I am in the process of writing a thorough ****** Review in the next day or two. I went to alignment yesterday and that was not able to be done. The part price quoted is also higher than ************, about doubled the price at ************ - online, and also more than 40% higher than ***** tire and brakes. I also suggest that you repair the alignment machine or call Hunter Engineering for the faulty WINALIGN system.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*************************
Business response
05/25/2023
Thank you for speaking with ***** regarding your concerns. A credit of $250 was processed on 5/17/23 (invoice: 74722). As discussed, your tires have been sent to our Tire Warranty Administrator to see if Pirelli will offer you any type of concession. ***** will reach out to update you on their findings next week. He had suggested to have your front end repairs and alignment performed at a facility of your choice. Failure to have the front end repairs made and alignment performed will contribute to excessive tire wear on the newly installed tires. Thank you.
Initial Complaint
10/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I complained about Sullivan tire in complaint #********. I didn't get an email on time, so I couldn't respond. I got three emails yesterday (10/03/2022). I received $150 in the form of a check for cleaning fees. I don't need nor want just $150 dollars. I suspect they fixed the alignment and brakes the day they brought back the car, and they definitely fixed the cupholder (seeing as it was on the floor in one of the attached photos). Please check the date of the alignment (07/16/2022) compared to the date I got the car back (07/13/2022). I didn't receive alignment diagnostics the day I got the car back, so they cannot verify they aligned my car prior to that date. Before I took the car to the Sullivan tire, it was still drivable. However, because of the break failure, that car is no longer usable which has cost me more.Business response
10/06/2022
In response to your BBB complaint #******** filed on 9/2/2022. We mailed a $150.00 check, in lieu of the cost of cleaning services after your vehicle interior was not protected from grease during servicing on 07/11/2022. We understand that you have additional concerns regarding a motor vehicle accident subsequent to the service on 07/11/2022.Please address all claims regarding your motor vehicle accident and reported brake failure through ******************* claim #******. The adjusters name is *****************, and he can be reached at *************.Customer response
10/11/2022
Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I am not happy with their decision & lack of responsibility throughout this issue.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business response
10/12/2022
**********************,
Federated Insurance has completed their investigation and attached is a copy of their denial. ***** did not receive a claim report related to brake failure and had no inspection for brake issues. There was no police report, as the police were not called to the scene. The damage photos received indicated there was a prior collision damage to the passenger bumper, fender and doors as well as the drive side view mirror. The appraisal states that the damage from a prior claim had not been repaired. We regret that you are not satisfied with our response.
Thank you,
***********************
Claims Manager
Initial Complaint
09/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 07/11/2022, I went to get my car checked for ****** at Sullivan Tire. I told them that I was having issues with the brakes and that I would like them fixed. Specifically, there was a strange noise that worried me. When I went to a ****** Dealership to get the car checked, they told me that the handbrake needed to be adjusted. I then went to Sullivan Tire to get it checked on 07/11/2022. They told me that they checked the brakes and did an alignment. They charged me for tire rotation, but did not actually do it. (I know that they didn't because I marked the tire). They also did not provide the alignment diagnostics. I picked my car at 5:45 pm on 07/13/2022. When I picked up my car, I drove two blocks. A lot of things were very wrong. My cupholder was broken, there was an exposed wire on the handbrake, there were stains on the seats and near the handbrake. I went back because of all the issues that I found, but by then (6:00 PM) they were closed. I went for another test drive on the highway, and something felt off about the alignment. After that, I tried coming back home. The brakes were in terrible condition; I had to press down hard multiple times in order to stop. Because of that, I was unable to brake before hitting two cars ahead of me. My car was towed back to Sullivan Tire after calling the manager the next day. They then, after I had already crashed, told me that the car was in working condition regarding the brakes and the alignment. I then received the diagnostics for the alignment for 07/16/2022. I admit that it was a mistake to let them take the car back, but there's no changing that now. The manager told me that everything was perfect and that they were not at fault. I have proof of my claims. I talked to a corporate representative who asked me for paperwork as proof for my claims. Once I did it, they did not respond from then on. I emailed them a couple times after that, and they did not respond. My car is not recoverable at this point.Business response
09/09/2022
**********************:
Our records indicate that you made an appointment for your **** ****** Camry, VIN # *****************, to be serviced on 7/12/22 at Sullivan Tire Companys location at **************************************************************; Repairs were completed in accordance with the invoice.
The repairs completed were:
-Right front tire repair
-Alignment
-Oil Change with BG MOA Oil Additive.
The tire rotation service was declined and not completed.
The addition work added on 7/12/22 involved diagnostic service for reported issues with the parking brake. The part was ordered once repairs were approved, and the vehicle repair was completed on 7/13/22. The cable from the hand brake lever was replaced PART #***************.
The rear wheels were removed, and the parking brake was repaired.
The front wheels were not removed, and no service work was performed to the front brakes.
Sullivan Tire reported your claim to our insurance company, *************************** They contacted *************** to request additional information and the police report of the accident to determine if there was any inspection of the brakes at the scene.The Geico adjuster ****** at ************ may need your permission to release information.
When the vehicle was returned to Sullivan Tire 7/16/22 no issues with your brakes or alignment were found. We reviewed the photos you submitted and agree that there should not be boot prints on the floorboards when your vehicle is returned to you. We understand that your upholstery and the console should be returned to you in clean condition after repair. We can offer you $150.00 for cleaning costs. .
We must defer your other concerns regarding the cause of the accident to the ongoing investigation by **************************** claim # ******. The adjusters name is *****************, and he can be reached at *************.
If your insurance company, ***************, has any findings that indicate that your motor vehicle accident was caused by brake failure, they will submit documentation to ******************* with their request for reimbursement of damages paid under your collision claim. Currently, there is no claim from Geico to Sullivan Tire. *******************s investigation is ongoing pending the police report and documents from Geico.Customer response
09/10/2022
Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have been driving in the U.S. for almost 30 years at this point. I've never been responsible for an accident in that time period. If you check the diagnostic information, they only provided diagnostics for 07/16/2022 and not for 07/13/2022. I suspect that when they towed the car and brought it back to the shop, they repaired it in order to avoid liability for brake failure. That's why (I believe) they want to investigate my car. The attached files from the previous complaint include the dates.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business response
09/21/2022
Sullivan Tire reported your claim to our insurance company, *************************** We must defer your concerns regarding the cause of the accident to the ongoing investigation by **************************** claim # ******. The adjusters name is *****************, and he can be reached at **************.Initial Complaint
04/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 3/4/2022, I purchased two tires from ********** Store & had them installed. On 4/24/2022, I noticed a bubble on one of the tires. I went to the store on 4/25/2022 to inform them that I had a defective tire. They had a replacement in stock & told me to return on 4/26/2022, and they would replace it. On 4/26/2022, I brought the car back and the tire was replaced.They charged me $ ****** to replace a warranty tire. The tire had less than a thousand miles on it. It was new. I should not be charged for replacing a warranty tire that is just over a month old. This was a defective tire.I spoke with the service representative, *******************, and he stated that I must have run over a pot hole or some over object to cause the bubble. I informed him that I use the car mostly for work and all my miles are highway driving. He was rude and showed no compassion. There are mission statements at the store stating that they provide exceptional service and treat all customers as if they were family. I do not feel that I was treated as a family member, and the service was poor. Since the tire should be under warranty, I should not be charged to have it replaced. I took the original defective tire back as evidence. You will see that it has no wear on it and it is brand new. I have the receipts from 3/4/2022 and 4/26/2022.Business response
04/28/2022
Hello ******, thank you for your time speaking with us yesterday. We appreciate you bringing your concerns to our attention and for the opportunity to address your concerns. The Tire Maintenance and Protection Plan has now been purchased for your tires and a refund for the difference has been credited back to your card. If you have any other questions please email me at ******************************************* I have also emailed you directly with a copy of your new invoice and the terms of the plan. Have a great day! Thank you!Initial Complaint
03/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 3/05/2022 I visited Sullivan tires to buy 4 new tires. The tires, sensors and mounting came to *******. Sullivan tires explained they weren't able to get my car to recognize the sensors and to diagnose the issue would be an additional $******. I asked that they fix my sensors, because its a safety issue and I can't pass inspection without them working. They wouldn't finish the job the day of, and insisted I pay ****** to diagnose the issue, and any additional fees to fix what they broke.Business response
03/15/2022
Thank you for making us aware of your concerns. We have reached out to schedule a time for us to review the vehicle, we look forward to hearing back from you with the confirmation of the date and time. If you need further assistance please email us at ********************************************.Initial Complaint
12/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a brand new tire from Sullivan Tire and Auto in ******* ** shop and the tire deflated a week later. I went back for a another new tire because I think my old tire was patched and not replaced with a new tire. The warranty is still active and for two years. The business refuses to give me a new tire or refund and does not want to recognize the warranty.Business response
12/09/2021
Thank you for your time speaking with me. We look forward to seeing you on Friday, December 10th in our ********** Sullivan Tire location at 921 S ************* will inspect the tires on your vehicle to see what caused the front passenger tire to go flat, and review the recently installed tire air loss. We appreciate the opportunity to turn this experience around for you. Should you need to reach out to us, please contact ***************************** at ************. Thank you!Customer response
12/12/2021
Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
My BBB complaint was responded by the
corporate office for Sullivan Tire ** and I was told to take my vehicle to another location near me in ********** ** and that location refused to adhere to the corporate offices demand to fix my tire which deflated a week after the purchase. The new location acknowledged that my tire was not rotated properly but would not fix the issue at hand and refused to follow the order from the corporate office. I do have a warranty on the tire and had only purchased it one week prior.Business response
12/14/2021
The customer dropped his vehicle off for us to review the tires on 12/10 per corporate office instruction to the location. Upon inspection of the tire the technician confirmed the new tire installed on 12/3/21 was on the rear of the vehicle and did not have any road hazard or air loss. Two (2) tires on the vehicle were recommended to be replaced due to road hazards that could not be repaired, and (2) TPMS sensors were recommended.
In consideration of the customers experience, we offered complimentary installation ($25.99 per tire) and replacement of (1) TPMS sensor ($79.95), this was a total value of $130.00 offered to the customer. The customer verbally agreed to having the (2) tires installed and declined the additional TPMS sensor, with the concessions described above. The vehicles TPMS light will still be on as it still requires an additional sensor to be replaced.
The tires do come with a Standard Manufacturer Warranty;however this warranty does not cover Road Hazards. The customer declined our optional Tire Maintenance and Protection Plan ($33 per tire), which covers Road Hazards.
The Michelin Warranty can be found online at: https://www.michelinman.com/auto/assistance/warrantyThank you,
*****************************
Sullivan Tire Customer Experience
Corporate Office
Initial Complaint
11/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We brought our GMC 2008 Yukon XL to Sullivan tire 44 bass out of Gloucester mass about five weeks ago for a heater fan to be fixed.It was originally fixed I went to go pick it up went out to the car, fan was not blowing, went back in told the manager. Had to leave it there.same day,The very next day picked up the car went out of townthe lights were flashing warning signs were coming on the car was sputtering. Called Sullivan tire they said to have it towed back to them. They supposedly fixed it again the next day not even **************************************************************************************************** the middle of a rotary. Again had to have it towed to them it was a Sunday we had to rent a car. At which they did not get to our car for 12 days. All in between all this going on my gas gauge was now not working and they told me that it was a fuel pump modular programming issue Completely traumatized as I have been the one being stranded alone and scared in a car 3 times now.they do not know how to fix. We finally got the car back on 11 ****, about $1800 worth of charges from all the different fixes. This last fix was the fuel pump. On the 26th went out of town drove over 60 to 70 miles that day and my fuel gauge did not move off of the letter F for full. Called them again it is now in their shop right now we think we should be reimbursed and the car should be fixed for at not charge We Have put a lot of money into this car only to have one thing after another go wrong with it after they supposedly fixed it. Now we were just told it needs a vaccine in the **** tank another 80$Please helpBusiness response
11/30/2021
*****, thank you for your time speaking with me yesterday and making us aware of your concerns. We appreciate the opportunity to turn this experience around. Our Director of Mechanical and a World Class Technician will be at the Gloucester location on Tuesday, November 30th to inspect your vehicle and find a resolution. They will reach out to you directly to discuss further. Thank you for your patience. Be Well, *****************************Customer response
11/30/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Ill except for now, but the outcome is still not clear I do not know what their determination is going to be and we are thankful that professionals will be looking at the situation. So for now I accept their response that theyre coming to look at it and I think them very much for being very quick to respond to this very scary situation.
Regards,
****** & *******************
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.