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Report: #215741

Complaint Review: Sullivan Tires - Scarborough Maine

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  • Reported By: Scarborough Maine
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  • Sullivan Tires 391 Route One Scarborough, Maine U.S.A.

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I bought 4 tires from Sullivan Tires in Scarborough, Maine on Route 1. I payed for the upgraded quality tires by their reccommendation. The tires were guarenteed for 25,000 miles. After 14,000 miles, one of the four tires began to have irregular wear until one side of the tire was completely bald. The other 3 tires are still like new. I brought my vehicle in to them assuming that they would replace this tire. They told me to come back next week, they were too busy. I explained the entire situation to them, but when I returned the next week, the same person had forgotten all about my issue. I explained it again. I had to leave my truck for them to look at the tire. I had a friend pick me up. I left my phone number for them to contact me and after 3 hours when I did not hear from them I called. They did not or would not replace this tire. They accussed me of many things that were not true, like I had new tie-rod ends put on, did not balance them, did not have enough air in it, etc...I spoke first to the Assistant Manager, then to the Manager without any resolution.

They asked me to bring it back for another day next week so they could do a alignment check. They were not going to align it, just check it. But by this time, I did not trust them and did not want to waste another day without my vehicle.

They did not stand behind their tires or their warrenty on the tires. I am discusted and I feel that other consumers should be warned before considering SULLIVAN TIRES. I plan on taking them to court.

Michael
Scarborough, Maine
U.S.A.

This report was posted on Ripoff Report on 10/14/2006 08:44 AM and is a permanent record located here: https://www.ripoffreport.com/reports/sullivan-tires/scarborough-maine-04074/sullivan-tires-would-not-honor-warrenty-guarentee-ripoff-scarborough-maine-215741. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
0Author
4Consumer
0Employee/Owner

#4 Consumer Comment

Sounds like they gave you the shirt off theyre back

AUTHOR: Greasegod - (U.S.A.)

POSTED: Tuesday, August 12, 2008

I have worked in the tire industry for over 15 years.The problems you had are common.When a tire exhibits shoulder wear its generally caused buy worn front end parts,poor alignment,poor air pressure or lack of rotation.There are alot of things that effect tire wear that are well beyond the control of the company that sold it to you or the manufacturer of the tire.The fact that only one tire had a problem rather then atleast two means you didnt rotate them enough.It sounds like Sullivan Tire is truelly commited to theyre customer service as Mr Sullivan proved for you.I know for a fact had you called theyre corporate number you wouldnt have had to go through all this trouble for one tire.I have had the good fortune of doing business with Sullivan Tire for some time now.They have always been to true to theyre goal of treating all customers like a member of theyre family.I deal with them in MA though.Most places would not do anything other then tell you to call the tire manufacturer.Its like buying bread at then burning it in the toaster oven then trying to return it.Hats off to the Sullivans.

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#3 Author of original report

Sullivan Tires

AUTHOR: Michael - (U.S.A.)

POSTED: Saturday, November 18, 2006

After mailing the current letter above to the Sullivan Tires corporate offices, I immediately received a call from the owner by the name of Bill Sullivan and he was calling me to rectify my situation.

He asked me to come into the Sullivan Tire Location in Scarboro (at my convenience) and he would replace the irregularly worn tire without question. And he assured me that it would take under 1 hours time.

This was a man of his word. He was professional, concerned and eager to resolve this issue. He did try to explain to me that the tie-rod end that was worn could have caused the wear. He actually had my truck on a lift and brought me to the garage to show me this concern.

I drove away with a new tire without any charges! Mr. Sullivan certainly was a class act and a pleasure to deal with, unlike his incompetent clerks who just don't seem to care. Thank you to the Rip-off Report website for all of their support. I feel that your clout did promote the owner to 'take notice' and I was able to get in touch with him directly to resolve this issue. Thank you to Mr. Sullivan, owner or Sullivan Tires for inevitably standing behind his product and guarantees. It is a good feeling to know that I am not alone when standing up to these big businesses. I feel that the clerks were practically laughing at me at the beginning, thinking my satisfaction was not necessary.

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#2 Author of original report

Sullivan Tires The only thing that I am asking is for you to honor this warranty and replace this defected tire.

AUTHOR: Michael - (U.S.A.)

POSTED: Wednesday, November 15, 2006

AFTER RECEIVING LUKE'S RESPONSE FROM THE CORPORATE OFFICE I DECIDED TO MAIL OUT THIS LETTER:

Thank you very much for contacting me about this situation. First off; my name is Michael and not Matt as your rebuttal stated.

I do not feel that I have been treated fairly about this issue. I will try to make a long story short.

I bought 4 tires from Sullivan Tires at the Scarborough location in March of 2005. When I purchased these new tires I was told that they were warranties for 15,000 miles. The salesperson suggested a balance and a complete check on all tie-rods, sway bars, etc. I agreed due to the price I was paying for these tires. I wanted them to last as long as possible.
After going 9,000 miles and having 6,000 miles remaining, I started noticing that one of the tires were wearing irregularly and was not holding air. Due to the wear I was forced to put on my old spare tire. This spare tire was determined the best of the old ones when I got my new tires. All other 3 tires are like new.

With Original receipt and alignment diagnosis in hand, I brought my truck to Sullivan Tires where I had purchased these tires a year and a few months ago to have this irregularly worn tire replaced...I thought....

I explained the entire situation to the clerk whom was at the desk on this day and he told me that they were too busy to get me in until the next week. I asked if they would be replacing the irregularly worn tire. He said that they would not make any promises until they looked at the tire. He said, "We are not in the business of making promises". He was very defensive and rude. So, I mostly understood and agreed to bring it back the next week for them to look at it. I had an appointment for the next week and I had picked a day that they did not have any other customers. I specifically asked the clerk if he would remember the situation when I returned the next week. He obtained all of my information and I assumed my issue. Well, when I returned for my appointment I asked if he remembered the situation and me. He responded "you're here for a tire rotation, correct?" I said 'no' and had to tell him the whole story over again. He then asked me "what kind of vehicle do I have?" I pointed to my name in the appointment book with the big words 96 FORD BRONCO FULL SIZE. I was thinking that he was kidding. I gave them my cell phone number to call me when they were done. After 3 hours that I did not hear from them I went back to find out what the statis was. ,( please keep in mind that I had made an appointment well in advance on a day that they did not have any appointments.) When I arrived I waited about 20 minutes and another manager came out (very defensive) to talk with me.
He explained to me that the tire was beginning to wear on the front passengers side. I stopped him and said "Wait a minute, I explained to this several times to the other manager, that the tire in question has been placed where the spare goes. I had replaced it for safety purposes a few days ago, and I had moved the spare tire in its place.

He then stuck to his approach and said that it did not matter because he "THOUGHT" that I had work done on that wheel????? What?? He was accusing me of this.... so he did not have to honor the warranty???? Then after a firmly denied his claim...he tried 'plan B' by telling me "you probably didn't have them rotated as you were suppose to???? I said 'please notice that all of the other tires were perfect'. He said that I had done something and they were not quit sure what.... and then to add insult to injury...He told me that I would have to bring it back for ANOTHER DAY at the shop so they could give me a FREE alignment check.... WOW! Should I have been honored or something. They confirmed that they WOULD NOT do any aligning but they would do JUST THE CHECK to see what was going on....

I hope that you can understand the time that I had already spent to have them look at it. I work during the day and I had taken a day off for the appointment. Plus I cannot say that I really trust them at this point. Needless to say I did not bring it back again.... anyone in his or her right mind would not have. To be accused of things that weren't true, and to waste my time for nothing....

The only thing that I am asking is for you to honor this warranty and replace this defected tire. I do not want you to put it on my truck. I would like to just pick it up and have someone else do it. I am afraid of any repercussions that may be done to my truck if I was to bring it back into this location.

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#1 UPDATE Employee

Customer Satisfaction is Important to us

AUTHOR: Luke - (U.S.A.)

POSTED: Tuesday, October 24, 2006

Hi Matt,

Please contact us directly so we can better resolve your issue. Customer Satisfaction is extrmemely important to us and we will do our best to resolve this issue that will satisfy both parties.

We can be reached via our Contact Us on our website www.sullivantire.com or by phone at
800-982-1550.

We look forward to hearing from you directly.

Regards,

Luke MacLean
Corporate Office
Sullivan Tire Co., Inc.

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