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:09/21/2023

  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 first bought the car from this business and it August 2022. There were some things wrong with the car that a sales person stated he would help us take care of. Upon calling the business and I spoke with the owner, and he said that there was no note left, and that this situation would be taken care of. A couple of the things had to do with seatbelts, which should have been fixed prior to signing off for the inspection. We got a few things fixed and while we were there, we were told that everything was taken care of appropriately. I drove my car five hours away on vacation, and when I got there, I found out that a s**** had not been tightened under my vehicle. This could have led to there being a major accident that could have resulted in injury or worse, there was also an issue with some cords being twisted under the car that should have been straightened out that will lead to future problems. I have spoke with the owner multiple times, and every time Ive been reassured that it would be the last time that nothing else would happen, but something always seems to keep happening with my vehicle, very displeased and dissatisfied at the service that I have received, and the lack of care for safety for myself, my family and my vehicle.

  Business Response

  Date: 10/11/2023

  ***********, We appreciate your feedback and the opportunity to address the concerns you have raised in your recent complaint against Sullivan Auto Trading. Customer satisfaction is of the utmost importance to us, and we take all concerns seriously.
  Upon reviewing your complaint, it appears that there might be some misunderstandings or miscommunication regarding the promises made during your transaction. At Sullivan Auto Trading, we strive to be transparent and ensure that our customers are well-informed throughout the entire process.
  To investigate your specific case thoroughly, we have reviewed the documentation and records related to your purchase. Our findings indicate that the promises made by our dealership were in line with the terms and conditions outlined in your agreement. We take pride in our commitment to delivering exceptional service and upholding the highest standards of integrity in all our interactions. In response to the service incident you had, we offered to fully compensate you for the oversight. 
  

  However, we understand that customer satisfaction is paramount, and we sincerely apologize if there was any confusion or if your expectations were not met. Our team is dedicated to resolving any outstanding issues and ensuring your experience with Sullivan Auto Trading is positive.
  To facilitate a resolution, we kindly request additional details about the specific concerns you have regarding unfulfilled promises. Please provide any relevant documentation or information that can help us better understand your perspective and address the issue promptly.
  You can reach our customer service department at ************ or ******************************** We assure you that your concerns will be thoroughly investigated, and we are committed to finding a satisfactory resolution.
  At Sullivan Auto Trading, we value our customers, and we strive to continuously improve our services. Your feedback is crucial to this process, and we appreciate your willingness to bring your concerns to our attention.
  Thank you for your time and understanding. We look forward to the opportunity to address your concerns and restore your confidence in Sullivan Auto Trading.
  

  Sincerely,
  ******* Sullivan

  General Sales Manager 

  Sullivan Auto Trading