Sullivan-Parkhill

Sullivan-Parkhill responded

Thank you for taking time to share your concerns. My name is George Longfellow, I am the Sales Manager here at Sullivan-Parkhill. My Dealership participates in the DealerRater.com Certified Dealer Program. We are committed to providing high quality customer service, but based on your DealerRater.com review, you did not share that experience. That is very disappointing to us, and through this program we have the opportunity to work with you to resolve any issues with your experience at our dealership. Unfortunately I am not familiar with your transaction, but would like to try to help you be more satisfied with your experience, and I would like your help at understanding what happened so that we can try to improve our processes. Ultimately our goal is to give customers a great experience and build long term relationships. What vehicle were you looking at and what were you trading in? I have talked to the sales person that you dealt with and he said he was aware of you being unhappy with the trade in amount, but didn't understand the rest of your comments. Again our goal is to have happy customers and on the occasion that doesn't happen, we want to figure out why and how to improve both our processes and your satisfaction. Please let me know how I could help resolve this for you. I would be happy to do so through the site, or if you prefer to talk feel free to call me at the dealership 217-352-4275. Thanks for coming in, sorry we didn't meet your expectation, I hope we are able to resolve this for you.

Jurrutia responded

I appreciate you responding, however I I do not see a way that this can be resolved. My oppinion of your dealership is very low. Everyone was nice, but the customer service stopped there. Some people need more than a smile to feel like they are being treated right. I was looking at the 08 dodge nitro and was trying to trade an 07 charger. Since I was at your dealership I had my trade evaluated at a couple different places and their offers were 3000-4000 dollars higher than yours. Like I said in my initial review the car was prices at 20990 and te out door price was over 28500. I can get a new nitro for less than that. Maybe some people can afford to finance 7000 over book value but I'm not one of them. Thanks for your time.

Sullivan-Parkhill responded

Thanks for the follow up. One of the things you mentioned was that you said we changed the price of our vehicle by $3000 because you were financing. I just want to be sure I understand so if there is something we could have done differently we try to address that. Did we offer to sell you the vehicle at a price other than the $20990, or was the difference in the out the door price because of the payoff on your current vehicle. I appreciate your feedback on the trade value offered from the other dealers. Please do remember though that at $20990 for our Nitro, we are between $2700-3700 below book value for our vehicle(NADA value is $23625 and KBB value is $24635), so if the other dealers were selling their vehicle at book value, we are probably closer than it seems. Either way, I do appreciate you trying to help me understand. It sounds like the real issue was that you owed a more for the Charger than we were able to give for it. Unfortunately vehicles do depreciate sometimes quicker than the current loans are payed off, especially if you consider most of the time tax, title license and fees are also included in the financed amount. Again I am sorry we were not able to come to terms with you on this transaction, I would hope you could agree that while our numbers didn't work out, it sounds like you were treated well otherwise. Unfortunately we aren't always able to come to agreeable terms with everyone, but I would hope that you felt like other than the number part of the transaction we treated you with respect and courtesy. Sincerely, George Longfellow Sales Manager Sullivan Parkhill

Jurrutia responded

Again, I understand what you are saying about me owing more on my car than what it's worth. The whole issue with the price was that the salesman said if since we were financing that 20990 wouldnt be the price, it would 23450 or something. This was mind boggling to me. He also said that the vehicle we were purchasing was the reason that kelly blue book said my trade in was so high. This was also very confusing to us. It seemed that since we were a young couple coming into a dealership that people thought they could tale advantage of us. Anyway, I am waiting on approval from the bank to close a deal on a 2011 nitro in which I am getting 14300 dollars for my trade. The total is around 1500 less than what the fonal total at your dealership was. So I guess it works out for everyone. Thank you for your responses.

Sullivan-Parkhill responded

Thanks for the feedback, I was able to after reading your message get the paperwork from the 11th when you where in and in looking at it can see why there would be confusion. The other manager had listed the NADA retail value of $23625 at the top of the sheet, and then showed our sale price below it of $20990. I have had a discussion with Samm to be sure that he makes that more clear in the future, and apologize if that caused the confusion. I totally understand your concern on the age thing, being in my 30s, I sometimes feel that way when shopping, particularly for higher ticket items, so if we in anyway made you feel uncomfortable, I apologize for that. It sounds like you were able to get an awesome deal so I would agree that is great for you, I wish we had been able to work it out.

Sullivan-Parkhill responded

Best wishes to you, I hope that through our dialog you at least feel a little better about your experience. Thanks for bringing everything to my attention and maybe someday we will get the chance to give you a reason to give us a better review:)