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January 2024 by Bob Silent
I prepared my car for a road trip to Colorado, where I'm heading right now and will be back in two months. I proactively updated all the fluids and came here to get winter tires installed.The winter tires are fantastic, and I'm completely happy with them. I opted for a free additional inspection because I thought it wouldn't hurt before a long journey. I received a call suggesting that I should replace the battery and the air filter. I wanted to do both myself and already had all the necessary parts, so I declined. While changing the engine air filter today, I discovered that the filter cover was just lying on top, not properly fastened.When I removed the filter, I found that the old dirty filter was installed upside down. Upside down!! Now old filter seems pretty clear from both sides.All the dirt and dust that used to fly around was getting sucked into the engine? I have a video with laughing technicians who took out the filter and couldn't put it back correctly. I don't have the option to cancel the trip, and I'm extremely disappointed with this situation. I hope I never have to come back to this place.Very disappointed.
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January 2024 by NS24
This is by far the worst experience I have with an auto service company. I booked the appointment and dropped the car at the time of the appointment. By the end of the day at 5 pm, the car was still not looked at for diagnostics. It is not fair to keep customers waiting for 4 hours and being provided false promise that the car is next in line to be checked and be reminded that there are 15 other cars that needs to be attended. Probably the appointment is not something that customers should take seriously here. Ultimately had to take the car back at the end of the day without any service. It was a waste of time and certainly never coming back. I’m sorry for the employees who had to overwork beyond the work hours.
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December 2023 by Steven Jr
Rough experience here at Sullivan Tire this weekend. I called for a last minute alignment request on Friday. (For Saturday)They said it could be squeezed in, and I was hopeful. I called at 4:30p on Saturday after I realized I hadn’t heard from them and they hadn’t been able to get it.That’s Ok. I was prepared as I knew I had made a last minute request! We had a very detailed conversation about the fact that I needed the car the next day, and I would be through to pick it up that Saturday evening.“We can hold the car and do the work on Monday”“Sorry I absolutely need the car on Sunday!”“You can leave the keys right in the drivers seat, or in the ignition”“How about under the drivers side floor mat?”“That’s fine”Unfortunately they did not leave my keys in the car and I’m stranded. Now, I will have to rent a car to drive my children back to their mothers house and also to drive to Ohio and back in…If the keys are in the car somewhere else… I absolutely have not found them despite looking.Also, she did say on the phone, “oh I’ll have them pull that car back out”But since the doors were locked when I got to the car… someone either drove the car out knowing it needed to be picked up, locked it, and then brought the keys back inside anyway, OR the car was never pulled in to the garage anyway. Which, sounds silly but why even pretend the car went in to the garage at all? You know?P.S. in case you’re reading this and wondering, “if he didn’t have a key how did he open the doors to look for the key in the car?” It’s a ford with the buttons by the door and a code to unlock! :) but, no spare key…This is a 1 star experience… but last time I was here they did a good job. So 2 stars.
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December 2023 by David S.
I have been a customer for the last few years. Without a doubt, Anthony and Jesse are two of the most knowledgeable and courteous gentlemen I've ever encountered --- as is the rest of the garage. Strange as it sounds, it's a downright joy simply to sit and watch them respond to the many customers who come in. Community service at its finest. And... the price quoted before work begins is the price you pay. May this garage long thrive! --- The Rev'd Dr, David L Stokes
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November 2023 by Antonio T.
The team at Sullivan's tire Watertown were excellent at working with me on pricing and gave me options on rotors and brake replacement. Highly recommend and will be back for other services.
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November 2023 by Forrest R.
Used to be great but now get ignored and unattended the people here seem unhappy, rundown or overworked. Went through three scheduled appointments to buy tires each time showed up had no tires and was bumped out of line by walk-ins, too busy to honor my appointment. Finally forced to cancel and seek a reliable mechanic elsewhere.
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November 2023 by Shayne McGregor
My wife and I had a terrible experience at this specific Sullivan's Tire shop, and it all stemmed from one associate, named Manny, and his poor customer service.After bringing in our car because of tire trouble (one tire in particular couldn't hold air and our tire pressure light was constantly on), we were initially told by Manny that all four tires on the car needed to be replaced as well as their sensors. We consented to the repair. We were later told by Manny that they couldn't reset the car's computer and therefore the the tire pressure light would remain on.Shortly after, we called back and spoke to the location's general manager, Rob, who told us he would continue to work on the reseting the vehicle's computer, but in the event that he couldn't, he wouldn't charge us for the sensors.We called again one last time at the end of the day to confirm if the computer had been reset. Manny told us it hadn't and when I mentioned what Rob, the GM, had told us earlier about not paying for the sensor work, Manny, who had been very professional up to that point, immediately became aggressive and rude and what ensued was 40mins of back-and-forth between us and Manny which included being called liars, being yelled at, being lied to (he initially told us that he had spoken to Rob and that he was told by him we had to pay full price for the sensors), snide remarks about our car's age (a 2008 Toyota Corolla) and ultimately ended with him hanging up the phone on us in frustration.10 mins later, Manny called us back and told us that he spoken to Rob and that Rob agreed to remove the charge on the work order.When I went to go pick up the car that same day, it was Manny who stood behind the desk. After paying for the services done to the car, excluding the sensors (which still amounted to over $700), I asked Manny for an apology. He responded with "for what?" I was extremely taken aback by the lack of self awareness.My wife and I emailed Rob about the incident, and to Rob's credit he responded promptly and took responsibility for what happened. He left work that day before updating our work order based on the conversation I had with him earlier, and so Manny didn't know about what Rob and I had agreed to.However, no amount of miscommunication warranted the rudeness and blatant disrespect my wife and I received from Manny that day. Rob mentioned in his email that he spoke to Manny about the incident and that it would never happen again.The one star is for Rob's prompt action in emailing us back and speaking with Manny. Otherwise, I'd give this location 0 stars if I could.
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November 2023 by Shots by Will
I can’t recommend these guys enough. Rob was quick to get my vehicle in the garage. Duron went above and beyond to diagnose my issue and get me safely back on the road. He was professional, and very knowledgeable. Thanks to Andre as well with the express checkout! What an amazing team! I will definitely be back :) thank you so much!
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November 2023 by Keith Maddox
I'm done with Sullivan Tire. I've been going there for 15+ years across 4 vehicles, but I'm never going back. I took my car in for a tire issue and was told I also needed my brakes done. They promised to finish it by the end of the day. I usually turn down these up-selling efforts, but I had a long drive the next day so I agreed: safety first Techs had trouble removing the old kit, requiring them to keep the car overnight and finish the next day. Annoying but promised they could finish before I had to leave on that trip. After picking the car up the next afternoon, the brakes failed on me toward the end of that long drive, just after getting off the turnpike as I was approaching an intersection. I was able to make it to my final destination using the hand brake. They arranged to tow the car back and pay for my ride home. But they were unwilling to refund me for the cost of that brake job. The tech who helped me was fantastic: accommodating, and stayed in pretty good communication with me to get things resolved (hence the 2-star rating). He tried to explain what happened, which apparently was some skipped procedure that is unique to my brand (Mazda) that caused the brake line to rupture. But the store manager, who originally recommended the brake job, still hasn't reached out to me after I requested a refund. It's been over 3 months and I'm not calling them on principle. That's my choice, but I shouldn't have to nag when the issue was clearly their fault. I have a teen driver in the house and I can't get over the fact that they sent me away in an unsafe car that she could have easily been driving if not for my long drive the next day. The outcome could have been so much worse due to her relative inexperience. I'm thankful it wasn't. Even after years of decent service, this one leaves a bad taste in my mouth I can't shake. They have seen the last of my business.
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October 2023 by Glenn Evershed
I needed four new tires at the last minute as my current tires were worn dangerously low. I arrived at Sullivan Tire and was greeted by Manny Lewis whom was extremely helpful and professional. I did not have an appointment, the location was busy, and he listed patiently to my situation. He stated that getting new tires at the last minute was dependent on what they had in stock and he was able to find reasonably priced BF Goodrich All Season tires with a 65,000 mile warranty in stock. Manny was able to squeeze me in to get the new tires in the afternoon and had them mounted and ready to go by 4:30 PM in time to pick up my kids from school.I cannot thank Manny enough for his help and assistance and the great job that Sullivan Tire did for my tires.
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October 2023 by Susan M Sullivan
The prices are very fair! They fit me right in. The woman who took my order was fantastic (Kristen) and the young gentleman behind the desk at 3:30 on Thursday 10/26 at the Sullivan tire in Watertown was very kind.
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October 2023 by Megan G.
Ordered tires and scheduled a time a week in advance, told the service would be 1-3hrs. Dropped car off at scheduled time, confirmed tires in stock, time quoted extended to 7hrs. Received call after 4hrs (and a 30$ Uber home) saying they did not have tires available that they had confirmed in morning. Will never return.?
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September 2023 by Krasimir Makaveev
Today I had an appointment at Sullivan Tires Watertown for 4 tires. I was greeted by Emmanuel Lewis, salesperson. He was very professional with my order, advising me on what was best for my car. The work was done on time and very well done. Thanks again Emmanuel for your kind assistance.
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September 2023 by Alex Cardona
Fantastic Service and all stress disappears. Friendly and respectful staff and an amazingly clean waiting and restrooms. Provides free coffee and tea and most of all free wi-fi. I used their free shuttle service to my office in Woburn and back without any hesitation. Remarkable service center. LOVE this place.
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August 2023 by Jen Cacciabaudo
Called a day ahead for a “waiting” appointment and was told it would take 1 hour to patch a screw in my tire. 2 hours and 15 minutes later, with no updates and no one at the desk for long stretches, I had to call a $20 Uber for an appointment I couldn’t miss. When I finally spoke with someone at the front desk, he was rude and dismissed my concerns. This whole situation could have have been avoided with upfront honesty and communication about timing. Instead by being rude, dismissive, and wasting my time, you’ve lost a customer. Take the other critical reviews seriously, I brushed them off and shouldn’t have. I’ve been a customer for 10 years and everything was great back in the day but this isn’t the old school Sullivan Tire. This is the second time Sullivan Tire has missed the mark and I had to hear many other angry people call and come in while I was waiting for my car. These guys aren’t the only game in town anymore, look elsewhere.
