Complaints

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4 Sep 2024 I went to the store to set up an appt to have 4 tires replaced. I brought in a flyer with the tires I wanted. The clerk stated I needed different tire due to the speed rating, so instead of 65K tires, I would get 55K tire for the same price. I agreed. Appt for was for the next morning.I dropped my car off at 8 am. At 10:21 I was called and pestered into getting other work done. I had to state repeatedly that I only went for tire replacement and alignment. My car wasn't done until 3:30. I think 7.5 hours to have tires replaced was overly long and I was annoyed the alignment was not done, though I wasn't charged for it.When I picked up my car I was handed a list of work to be done that totaled $2922.14 plus two dozen pictures of my car. This company is known to pressure customer into additional sales. Reference ******'s reviews.Bottom line:I did not authorize any inspection to uncover additional work to be done.I did not authorize any pictures of my car to be taken. I feel violated by this being done.Future customers should authorize in writing any inspection and photos.

  Business response

  09/23/2024

  Thank you for the opportunity to review ******* Le Bels customer concerns. We appreciate your patience in our response. For our customers peace of mind, we perform a complimentary visual vehicle check on every vehicle that comes into our bay. The *** provides a visual check of key components in the vehicle, so our customers can make educated decisions about potential repairs needed. During this check we take photos of the recommended work, so we can show these to the customers as most no longer wait in the show room. This complimentary service can be declined by any customer.
  

  In review of this invoice ****** (attached) and speaking with the store manager, we wanted to be sure the customer was made aware of the extensive work recommended before he went ahead with the tires, as he had a state inspection coming up and he has worn suspension parts that can contribute to tire wear.

  
  The tires installed on the vehicle; ***** Edge Touring A/S have a 65K mile warranty. It is recommended to rotate the tires every ***** miles and check the alignment every ****** miles to maintain the mileage warranty.The alignment on the vehicle was not completed nor charged to the customer. The alignment could not be completed because there are worn suspension parts.

  
  We have provided a new quote attached for the suggested/recommended work as we noticed that on the initial invoice with the quote declined, there were multiple items left on that should have been deleted.The quote ****** (attached) is the true quote for the work. The total is $1,929.48. Our apologies for the confusion caused.

  
  The store manager, **** has called the customer directly to discuss all of the above with him but unfortunately has not been able to directly connect. We hope that the above helps to explain why we complete visual vehicle checks and to provide the customer with the correct quote. Our sincere apologies for the service time on the day of the customers visit. If there are any further concerns or questions, the customer can reach **** at *************.Thank you!

  Customer response

  09/23/2024

  My complaint is that they did the inspection and took the pictures without my authorization. That was not addressed in their response.

  They stole seven hours of my time to do unauthorized procedures. That is what needs to be changed.
  

  Business response

  09/26/2024

  Thank you for the continued conversation. Sullivan Tire technicians use tablets to capture vehicle conditions prior to service. Some worn parts/conditions can be best seen while the vehicle is on a lift or while the wheels are removed for service. This is an industry wide practice. Upon review, photos of the customers vehicle conditions do not include personal identifying information or document any information not specific to our work. The procedures we follow are standard in the automotive industry. If a customer does not wish for the visual vehicle, check to occur / photos of the vehicle, be taken, they can alert the service advisor prior to the start of service. Otherwise, we will follow our standard procedure.
  
  With a drop off appointment, our promise is to have the vehicle completed by the end of the day (closing of 6pm). If a pickup time is asked for by a customer, we do our best to accommodate. All drop offs are handled the same way, no matter the amount of work to be completed. Our sincere apologies as it sounds like the timing was not communicated correctly to the customer.
  
  We regret that the customer is not satisfied with our explanations. We appreciate him bringing to our attention the dissatisfaction of not being made aware of our standard procedure for visual vehicle checks and photos. We will provide this customer feedback to the management team.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased four tires, annd anlignment and tire installation on July 25, 2024 from the business. Upon leaving with new tires installed I noticed the steering was extremely tights and difficult. Drove the car about 5-6 miles and brought back to have them look at it. They put it up on lift and said the issue was caused by a leaking power steering pump. I have had zero issues with power steering previous to pulling it out of their lot at about 1040 am. I believe the inadvertently knocked a high pressure line, hose or other fitting on the power steering loose. It is now leaking severely. There was no previous leak. If there was I would have evidence of leaking power steering in my driveway. Their resolution was to offer to replace the power steering pump for $1500 despite them not being able to diagnose where the leak was coming from. Also disclosed that they did not perform any front end alignment yet still charged me $110 for this service. No reimbursement for anything was offered by the business.

  Business response

  08/01/2024

  Hello ***, Thank you for your time speaking with me. As emailed to you, we have opened a claim within Sullivan Tire (EV4027). They will reach out to you directly to coordinate a shop in *********** to review the vehicle to determine what caused the leak. We appreciate your willingness to work with us. I will also be reaching back out to you, in regard to the alignment costs once the Area Supervisor returns from vacation. Thank you for your patience. 

*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. ↩