Complaints

This profile includes complaints for Sullivan Tire Co., Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Sullivan Tire Co., Inc. has 74 locations, listed below.

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  Sullivan Tire Co., Inc.

  41 Accord Park Dr Norwell, MA 02061-1614

• 

  Sullivan Tire Co., Inc.

  726 Boston Rd Billerica, MA 01821-5337

• 

  Sullivan Tire Co., Inc.

  157 Union Ave Framingham, MA 01702-8224

• 

  Sullivan Tire Co., Inc.

  175 Everett St Norwood, MA 02062-2605

• 

  Sullivan Tire Co., Inc.

  1132 Hancock St Quincy, MA 02169-4376

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:11/23/2023

  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.

  This experience was at the Washington Street, ******* location, which in my opinion was negligence, causing a potentially life-threatening situation.Sat 11/11 - Jeep for an oil change + diagnostic of a check engine light; vehicle has no signs of performance failure. Im told the *** is a faulty emission sensor and sticking thermostat + other items can be proactively replaced (bulbs, wipers, air filter, serpentine belt) - I agree, $1,478.21.Pick up - applying gas and pulling onto the road the car instantly lurched, would barely move, produces visible smoke/vapor from under the hood with a persistent grinding. I was lucky to get the car off of the road, barely in an adjacent shopping center this would have been captured on any road cameras the town of ******* has. Very fortunate that I had no one else in the car with me and I did not attempt to pull out across any lanes or oncoming traffic.I walk back, explain, am accompanied by employees to the car, who get the car back. All would be captured by any CCTV. Despite this, I was still charged (and required to pay) in full for everything and was obviously not able to take the ******* 11/13 ********* calls - the car needs a new drive train module ~$460.06. I express not only am I now paying for another repair, but I could have been killed due to the original. I ask if I could speak with someone to escalate Im told *** was in charge. I ask the name of the technician who test drove my car *** said he did it personally. I ask how that could have been that the car was test driven after the service and there were 0 issues no explanation. I ask the route the car was test driven to understand how this could make sense; I am told somewhere down 228, despite *** telling me seconds ago that he personally did the test drive <48hr ago.The car went in the custody of this group and either they directly or indirectly caused this, followed by not testing the car and I could have been seriously injured or killed.

  Customer Answer

  Date: 12/04/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 12/05/2023

  ************,

  Thank you for your patience as we looked into your concern. The Transmission Module Failure is unrelated to the thermostat and leak detection pump service we performed. Unfortunately, it did fail coincidently after service. Our mobile tech team was contacted and performed a re-flash per the Technical Service Bulletin. The re-flash did not correct the issue, so we continued to diagnose and found that the drivetrain module failed. The module is located under the drivers seat. The steam came from the vehicle after it was brought back into the bay and the hood was opened, which was caused by residual water after cleaning. The labor was comped to help with the cost of the repair. We regret you are not satisfied with the service. We consider this concern, reviewed and closed. 

  Thank you.

• Initial Complaint

  Date:08/02/2023

  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.

  I took my car in to the Bedford, ** location of Sullivan Tire as they are the only Sullivan Tire location in ** to straighten wheels. This is the inside of the wheel and given *********** roads and an aluminum wheel this is quite a usual occurrence. After putting the car on the lift the store said I cant ride on the tires I have as the tread is separating from the side wall. Since the store was adamant about me Not driving the car I left The car there on Saturday to have new tires put on the car Monday. I picked the car up near closing time at 6:00PM and drove home. The following morning I looked at my wheels and they all has machine made scratches. I only had one wheel with slight damage when i dropped the car off. My other three wheels were in pristine condition. I keep my car in impeccable condition inside And out. My daughter was the one who cried to me to say she caused wheel rash on one wheel and how I always took such great care of my wheels. I am certain that Sullivan Tire caused the damage and in fact my local **** Dealer knows how well I take care of my car and commented that the scratches could NOT have been caused by curb rash but rather the tire mounting machine. Sullivan Tire is Not owning up to their fault and they took no before photos. I have supplied so many photos to Sullivan Tire and they are not budging. My **** dealer has vouched for Me regarding the condition of my wheels.

  

  Business Response

  Date: 08/11/2023

  The customers damage claim has been submitted to our insurance company.  The customer was provided with the claim #, phone number and insurance adjuster name to pursue his claim for damage.

  Customer Answer

  Date: 08/11/2023

  [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. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:05/14/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/04/2022

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:09/02/2022

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 **************.