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Business Profile

New Car Dealers

Sullivan Parkhill Automotive, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Sullivan Parkhill Automotive, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/11/2025

      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’ve been seeking reimbursement for months. I keep getting the run around. I’ve been told the supervisor is handling then I was told he thought someone followed up. Called again took all my info and never returned any calls or emails.

      Customer Answer

      Date: 03/12/2025

      I went to Chevy to get a part replaced that’s covered under warranty. They told me the part wasn’t available  and no estimated time when it will be. I found another shop ***** auto that found the part and did the repair. I had to pay out of pocket when I shouldn’t have. I contacted ** because it says I can apply for reimbursement. ** told me to fill out the forms provide documentation and follow up with the dealership. If no response let them know but they haven’t been responding either. This was the end of December . I’ve contacted the dealership and ** multiple times via email to keep a paper trail but no response. I called the dealership again about a month ago and I keep getting told I thought this was handled already. They thought someone already reached out took my name number and all info for like the 5th time and I still haven’t heard back. The repair is still covered and I had to pay out of pocket they are responsible.

      Business Response

      Date: 03/13/2025

      We apologize that this response took a little longer, but we were trying to get more information on this matter from ******* ****** (**.)
      On 11/20/2024, ******* ******** visited our facility for a diagnostic, which determined that her vehicle required a fuel pump control module. Unfortunately, our part was on backorder, and she opted to have the repairs completed at a non-** facility.

      On 12/12/2024, She reached out to ** regarding reimbursement, and ** initially stated the repair was covered under warranty since it would fall under the emissions coverage. However, upon further review, it was confirmed that her vehicle's bumper-to-bumper warranty expired on 2/1/2022, and the powertrain warranty expired on 2/1/2024, meaning the repair was not eligible for warranty coverage and did not qualify under emissions category since she is located in Illinois, where is it not applicable.

      We spoke with GM, and they confirmed that ******* ******, her service advisor here at *****************, contacted them on 12/30/2024 to explain the warranty status. ** acknowledged that they did not follow up with ******* ******** to inform her of the denial of reimbursement or provide her further clarification on why.  We recommend for her to reach out to ** directly for further clarification since this matter is between her and GM. 

      Best regards,
      **** ********
      Business Development Manager/Internet Sales Manager
      ***************** **********
      *** ** ******* *****
      ********** ** *****
      ************
      **************************

      Customer Answer

      Date: 03/13/2025

       I am rejecting this response because:

      The error code on my dash said emissions issue so that’s false.  I also asked about warranty when I was at the dealership so I should have been told that day. If my dash is saying Emissions issues then that’s the problem I mean that’s pretty clear cut. I’ve attached an image and went to multiple places before I was referred to you since it’s covered under warranty. So where is this proof that it’s not covered?

      Business Response

      Date: 03/14/2025

        The emission light can be triggered by a variety of components, software, or external factors. The powertrain warranty from ******* ****** covers specific components, but not all failures or repairs are included. There is no blanket coverage for all parts related to emission controls. Both ***************** and ******* ****** have reviewed the coverage and determined that both the limited bumper-to-bumper and powertrain warranties have expired. At no point was it implied, either verbally or in writing, that the failure to her vehicle would be a covered repair. ***** has reviewed this claim multiple times with ******* ******, and they have consistently stated that the repair is not covered by any warranty.  

      Customer Answer

      Date: 03/17/2025

       I am rejecting this response because:


      I called ** last week and was told they don’t have any communication from you on the date you are saying. They didn’t deny because of any coverage issue at all. So I can’t tell who is telling the truth. Neither one of you have provided documentation just words. 

      Business Response

      Date: 03/20/2025

      Good afternoon,
      *** ********, our Service Director, has contacted Ms. ******** and worked out a resolution for this matter. She will be reaching out to *** shortly to schedule the installation of a ** fuel pump for her vehicle. Additionally, she will be reimbursed for the non-** service she previously had to address the issue.  We apologize for any confusion caused by this situation.

      Customer Answer

      Date: 03/21/2025

      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.
    • Initial Complaint

      Date:07/11/2024

      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.
      I brought my 2022 Silverado to your shop yesterday for an initial diagnostic, as recommended by the dealership where I recently purchased the truck.

      Upon leaving your premises, I discovered scratches on the rear bedside of the truck that were not present when I initially brought it in. Upon notifying a representative, they immediately identified the marks as touch-up paint. Despite my assertion that there were no scratches or touch-ups in that area previously, they declined responsibility and refused to rectify the scratch.

      Upon requesting to speak with a manager, **** inspected my truck and pointed out other scratches, implying that I was mistaken about my own vehicle. I reiterated that the particular spot in question was absent when I first brought the truck in. He persisted in denying any fault and dismissed the possibility of the shop being responsible due to the perceived neatness of the touch-up. As a new owner who regularly maintains and checks my vehicle, I found this accusation insulting.

      Despite my objections, emphasizing my familiarity with my vehicle, **** continued to dispute my claim and questioned my knowledge of other scratches. When I asked for his email address to escalate the matter, he refused to provide it and suggested I find it online myself. I found this behavior unprofessional and it has influenced my decision as a customer.

      Several emails have corisponded I am willing to share. Please reach out for the email chain.

      Business Response

      Date: 07/12/2024

      At 1:23pm on Wednesday I, **** ******, received a text from ****** ****** stating that a customer is up here saying we scratched and touched up his truck while here in service for infotainment related concerns  and *** ********, Service Director, talked to him and let him know we did not scratch his truck.  Mr ******** then asked to talk to someone higher so I walked down to GM and was told where the truck was.  The vehicle was located in front of service in customer parking.  I then walked to the truck with *** ******** and ***** ****** (Lead Advisor).  As I approached the vehicle Mr ******** came out and I introduced myself and asked him to explain what happened.  He told me that he walks by the truck every day and would have seen this scratch and touch up.  I looked at the vehicle and there was indeed a scratch with touch up but looked like it had been there for more than just today.  There was no discoloration from fresh touch up, no runs or streaks, and on the gas cap there was a very similar area touched up done that he claimed might have been there.  I then looked lower on the vehicle where he said there were no blemishes on the vehicle and found chips and scratches on the wheel well.  I then proceeded to the front quarter and found another chip that was touched up with same color and hue as the others.  We asked *****, our body shop manager, to come out and he also believes based on how good the touch up was it was not done here.  I let Mr. ******** know we have a third party come in and touch up our vehicles so I believe this could not have been done in house.  Based on this I told Mr. ********, I believe this has previously been touched up.  He then said that he believes we did all of the touch-up areas after first just saying the spot on the rear quarter panel.  I did explain that we have a no-fault policy and we talked to the technician that did the service and he admitted no fault.  I then told Mr ******** that based on this I do not believe we are culpable for this.  He said he will never be back and I had sorry to hear that but I understand, with which he replied no you're not.  At this point he took my name and email and said he was going to call a lawyer.  I did tell him that my email was on the website because he wanted to email multiple people and this allows him to just click on the persons name he wants to email without writing them down.  I did give him my email after he did not like that suggestion.  I said thank you for your time and he entered his truck and left.  We also called the selling dealer (since it still had dealer plates) to inquire further and were informed that they had a third-party company called ***** **** in and reconditioned this vehicle including touching up scratches in several places.  We do not know the exact places of the touch-ups completed, but based on other touched up areas, the scratch in question matches the other touch-ups.  They have an invoice for this company connected to the vin of this vehicle.  


      Customer Answer

      Date: 07/12/2024

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********. 
    • Initial Complaint

      Date:06/21/2023

      Type:Billing 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 contacted Sullivan Parkhill in Champaign, IL to repair the AC in my car. After evaluating my car they determined my AC compressor needed replaced. A technical from Sullivan’s then called and provided me with a quote of right around $1000. After completing the work on my car the following day, June 21 the tech called me back saying I owe $2016.47. When I disputed the charge the technician claimed he quoted me $1800, which is inaccurate. Upon speaking with the technician’s manager I was told I misunderstood the quote and the charge remained the same. I then asked to remove the part and said they could keep it. The manager said they could remove it, but would have to bill me for the additional labor plus the part because it’s a nonreturnable electrical piece. I am now reaching out to a lawyer for additional advice and do not have my car because they will not release it until my bill is paid. I was also informed if I did take the car it would be considered theft of services.

      Business Response

      Date: 06/23/2023

      We appreciate being made aware of this complaint and having the opportunity to address.  I spoke with our service manager and ******** service advisor for more information on the situation that transpired.  I was informed that we did a diagnosis on his vehicle, prepared an estimate and provided him a quote by phone.  He was provided a complete quote, less taxes.  The quote provided is no different than what was generated in our Multi-point inspection prior to calling ****** and the electronic footprint shows there were no modifications to the initial quote given.  ****** stated that ***** could have misspoken and we informed ****** that he could have also misunderstood the quote given.   

      Part of ******* argument to ***** (advisor) multiple times prior to seeing the paperwork, was that he was quoted $1065.00, no number comes to this total in our estimate.   

      We tried to review the quote with him several times and he ripped the paperwork out of the hands of our service manager and informed her that he is taking his car.  He also stated that he was taking the paperwork.  The paperwork he tried to take was the customer paid invoice, we informed him that he could take the paperwork, but we needed to write copy on it and not paid.  He would not allow this.  ****** did have a friend with him that tried to assist in the situation and finally got him to allow us to write on the invoice.  After leaving the dealership, he came back with the paperwork and pointed out the lone labor charge of $1045.00.  We explained that was only the labor charge, no parts included and we have to break this down on the invoice.  We quote total repair (parts and labor,) not presented as separate items.    
      If any further information is needed, please do not hesitate to reach out. 
      Thank you,**** ********Business Development Manager 

      Customer Answer

      Date: 06/23/2023

       I am rejecting this response because: the information contained in it is inaccurate. At no point did I say I was quoted $1065. I said I was quoted around $1000. The interesting part to that is the technician I spoke with on the phone claimed he quoted me $1800 yet the manager claimed he quoted me the final billing amount ($2012.07). I did review the invoice after leaving and came back in to show the manager I believed the amount I was quoted was on the invoice and that amount was ($1043). I’m not sure where they’re getting any numbers to the contrary. 

      In regard to their claim that I ripped the invoice from the managers hand, that is completely inaccurate. I was provided the document by her. When I told her I’d be seeking legal counsel she attempted to rip it from my hand. I then pulled it away and would not allow her to take it until she explained what she was attempting to do. Once I understood and had my Fiancée’s alignment I gave her the document. I’m not trying to get away without paying for the service. I’m trying to pay the amount I agreed upon for the service. If you google the average cost of replacing an AC pump in a 2019 Impala it’s between $800-$1000. That’s right in line with the number I was quoted. I don’t think that’s just a coincidence. I would not have agreed to an $1800 or a $2000 repair. That’s way too high for this work. I absolutely didn’t misunderstand the initial quote of $1000. That sounds nothing like $1800 or $2012.17. 

      Finally, I did not at any point say I was going to take my car without paying. I asked her to take the AC compressor out and give me back my car, so I could take it elsewhere for service. The manager, of course, replied by telling me she’d charge me for the labor to remove it as well as the installation and would still bill me for the part because it is a non refundable electrical piece. I refused the removal. 

      These folks made a mistake by providing me with the wrong quote and are simply refusing to own it. Perhaps a best practice for them would be to provide a written copy of their quotes and attain a signature prior to moving forward with any work and if their technicians take significantly longer than expected to complete the work that, which is what I’m thinking may have happened here, they need to own that. It’s not the customer’s responsibility. I would have agreed to pay $1200 for a final bill or something around $1000 the cost ended up being more than quoted. I understand that happens, but it shouldn’t be more than double the quoted cost. That’s just dishonest business. 


      Business Response

      Date: 06/29/2023

      ******,

      Thank you again for taking the time to speak with **** ****** and I today to come to an agreement on this situation.  We will send over an email shortly to confirm the total amount of $1300 for your bill. 

      Thank you, 
      **** ********
      ******** *********** ******* 
      ************
      ************************** 

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