Complaint History & Business Rating for Sullivan Brothers Nissan dealer Kingston

plymouth162 says: I recently brought our Nissan in for service at Sullivan Brothers Nissan in Kingston Massachusetts. Everything seemed fine until the SERVICE ADVISOR came and said my vehicle was ready. He said everything was fine with the oil change and the state inspection. He also said there was a recall for airbags and they would notify me when the parts came in. After I paid he said the GENERAL MANAGER wanted to know why we gave them a negative survey review that resulted in a bad customer satisfaction rating. He then said “if you are not happy with our service you should consider taking your business elsewhere.”

I was in shock. We are long term customers at Sullivan Brothers Nissan and Sullivan Brothers Toyota and have leased multiple vehicles and spent tens of thousands of dollars at these dealerships. This dealership has always been difficult to deal with but this is beyond insulting. How is it that one negative survey review could result in a negative customer satisfaction rating? It is more like that they are getting hundreds of negative survey reviews. This statement also came across as a threat…give us a good review or don’t come back! Instead of trying to fix the problem or resolve the issue they took their frustration out on the customer. Our money must not be any good any more at Sullivan Brothers.

Where was the GENERAL MANAGER? When I was checking out he was nowhere to be found. I saw him several times that day and he saw me but he evidently lacked the intestinal fortitude to speak to me himself, instead delegating it to his subordinate.

Aren’t the surveys there to help you make better business decisions, improve customer relationships, customer satisfaction and bolster your reputation? What good is it if you can’t provide constructive criticism good or bad? The purpose of surveys is not just to get answers; they’re also an important relationship building tool. Surveys are a chance to collect unbiased and open feedback from your customers. Respondents are more likely to be honest where their feedback is anonymous, in an environment where they won’t feel judged. Evidently all Sullivan Brothers is interested in is positive reviews and ratings while ignoring problems and issues that need to be addressed. When you respond to negative reviews, you can find solutions to problems your customers present and show other customers that you want to improve services for unsatisfied customers.

This current vehicle my wife and I leased at Sullivan still has 3 years left on this lease.

On day one of the lease we had a slow leak in one tire and had to return to the dealership to get it repaired.

Then there was a fuel pump recall that was to take approximately 1.5 hours to replace. We left that day and had to return because the fuel gauge did not read correctly because of something that was done or not done during the fuel pump replacement. That caused a 1.5 hour repair to be extended to 7 hours ruining our whole day.

We also feel we were screwed on the lease of this vehicle. We paid $5000 down for a 4 year lease. We also feel we did not get enough equity from our old lease towards the new vehicle.


During the process of leasing this vehicle there was one SALES ADVISOR that was very pushy as was the GENERAL MANAGER. During one exchange with the SALES ADVISOR and the GENERAL MANAGER about navigation in the vehicles I asked for our keys back for our vehicle so we could leave. I had to ask 4 time stearnly before we got the keys back and left for the day.

The next day we refused to deal with that particular SALES ADVISOR and ended up with another SALES ADVISOR who we had some interaction with the day before and liked. He consulted with the GENERAL MANAGER who never spoke with us again after that.

This is minor but not once over all the years we have been customers has Sullivan Brothers ever offered us a Complimentary Car Washes on any of our vehicles that they claim they offer. Some customers must be more equal than others.

These are just a few of the challenges we have encountered with Sullivan Brothers Nissan.
I am also a veteran of the United States Army and no one ever mentioned that there was a SULLIVAN BROTHERS NISSAN MILITARY PROGRAM and that Sullivan Brothers was a partner of the Wounded Warrior Project. While we are pleased that you have this program and support this charity, this policy and other information regarding these programs should be displayed in the showrooms so veterans are aware! It’s almost like you don’t want the public to know this information exists.

If it’s true that Nissan believes the treatment you receive is just as important as the vehicle you own and that Sullivan Brothers is a Nissan Customer Promise Certified dealer and is committed to giving the best customer service possible they have failed miserably.

If Sullivan Brothers is a Nissan Internet Certified Dealer and is continually measured against performance criteria including customer survey results why is it that their solution is to tell customers to “take your Nissan vehicle to another Dealer”?

Is this how Nissan and Sullivan Brothers want to or should treat its customers, senior citizens and veterans?