Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 19th 2024 I brought in my 2016 ******* ******* ** for service to get a tire rotation and a tune up (air filter and spark plug change). Tim was assisting me and informed me I should also get my engine coolant changed by them in the service, which I agreed to. They were too busy to service my car that day, so Tim told me to come in the week after and he would have a loaner for me as consolation. The next Friday, January 26th, I got a call from Tim that they had a loaner for me and I could come in for service. I dropped my car off and Tim let me get the loaner for free as consolation for the mess up last time, and my car got the service done that day. When I paid for the service, I was charged ~$315 for the spark plugs ($112 for parts, $202 for service), ~$100 for the air filter change and ~$115 for changing the coolant. I asked Tim why I was charged so much for the time for changing the spark plugs (my car has a 4 cylinder engine, so there are 4 spark plugs that are easily accessible underneath the hood of the car) as it is a very simple 15 minute job that took professionals an hour and a half according to him, and he told me that it is a very precise job and they need to make sure the spacing is proper. He also brought up that he gave me the loaner for free, but that was originally done as consolation for messing up the previous appointment and completely unrelated to the charges (I also drove this loaner car less than 3 miles). I did not bring up that I was overcharged for the parts or the other services because I was aware that Tim would not budge, and I would be wasting both of our time. I was offered a discount for the next time I go to them for service, but I wanted to have my bill adjusted because I feel that I was scammed and I do not plan on going back to them for service.

  Business Response

  Date: 01/30/2024

  I have attached the Repair Order from the visit. The spark plug job requires more than just changing the plugs. You have remove the cover, gap the plugs, check the coils among other things. I see nothing wrong here but if the customer is not happy than I would like to do something. We will refund the customer $50.00 for his inconvenience. Please let us know

  Customer Answer

  Date: 01/30/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *********

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Certified 2018 ******* ****** *** From this dealership with 49,500 miles on Sept 5, 2023. Three weeks later I found it to be burning 1QT. of oil per 1,000 miles Certified or not they will not fix the issue, they said it is within ********* specs.

  Business Response

  Date: 01/16/2024

  Mr ******** came in on 11/28/23 with concern of oil consumption with his 2018 ******* ******. The car is under factory warrenty. ******* requires us to do a oil consumption test to determine if there is an issue. We did a oil change and now Mr ******** needs to come back to us after he has driven 1000 miles. This will need to be done 3 times to determine if there is a issue. If the vehilce is consuming oil ******* will back it with there warrenty.

  Customer Answer

  Date: 01/17/2024

  What they want me to do as far as returning every 1000 miles 3 times I already did.the last time in their service dept. I was told nothing will be done about the issue, that is what prompted. Me to contact BBB

  Business Response

  Date: 01/17/2024

  I miss understood what my service department told me. They have already done the oil consumption test for Mr ********, at 57,056 miles it was down 1/2 quart, at 58,904 miles it was down 1 quart ,and at 60,040 it was down 1 quart. ******* considers that not abnormal consumption. Since the vehicle is under warranty ******* determines what we can and cannot do since the are covering the costs. His complant and concerns need to be directed to ******* since it is still under there warranty.

  Customer Answer

  Date: 01/17/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they sold.me the car and they need to deal with *******,not me.they sold me damaged goods and it is their job to fix it.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my step daughters 2014 ********* ***** to MJ Sullivan auto on June 22 2023. The car was in limp mode and the dash read particulate filter full reduced power mode. The next day Jeff from MJ Sullivan called and said the problem was 2 sensors needed to be replaced. I agreed to the price to have the car fixed. A week went by and I called the dealership back and Jeff said they replaced the sensors but the car wasn't fixed. They were going to get back to me. After one more week Jeff called and said the particulate filter would need to be replaced and I was looking at a bill of more than $5000 to do the job. Since the car only books for $6000 in mint condition I said no to the work. I picked the car up and they still charged me $800 to replace the sensors that didn't fix the problem. Since they misdiagnosed the solution I don't feel I should have to pay for the parts and labor. Any help with this problem will be greatly appreciated. Thank You

  Business Response

  Date: 07/11/2023

  The repairs that were  done for $800.00 would be required even if the
  other issues did or did not happen. The issue with the vehicle now would still
  require that first repair to be completed. In best case scenario, the first
  repair would have corrected the problem, but in this case it requires the next
  step. 

  Customer Answer

  Date: 07/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** **********

  Customer Answer

  Date: 07/18/2023

  I am rejecting this response because I was told that replacing the sensors would fix the problem. I would have never replaced the sensors if I knew there was a possibility it wouldn't fix the problem.