Complaints

This profile includes complaints for New Country Motor Car Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  New Country Motor Car Group, Inc.

  Saratoga Springs, NY 12866

  
• 

  New Country Mercedes-Benz

  1 Weston St Hartford, CT 06120-1500

  
• 

  Euro Motorcars Germantown

  19750 Germantown Rd Germantown, MD 20874-1218

  
• 

  New Country Lexus of Westport

  1317 Post Rd E Westport, CT 06880-5506

  
• 

  Euro Motorcars Devon Mercedes-Benz

  214 W Lancaster Ave Devon, PA 19333-1506

  

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.

• Initial Complaint

  Date:07/08/2025

  Type:Customer Service 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 made an appointment for my annual oil change but only made the appointment with Jeff Hessert the service advisor and when they confirmed my appointment the day before I confirmed with them about the service advisor and they said no it’s someone else so I canceled that appointment and said please reschedule only with Jeff Hessert and she made the appointment for the following day which was a Friday at 12pm with Jeff Hessert. When we showed up to the appointment he was no where to be found and than someone came out and said he’s not in today and I asked why the appointment was made today if he’s not in and I got no straight answer so we left. I waited a day and I called the dealer asking to speak with the General Manager and I been calling for 2 weeks already and I as of yet got no response from the general manager or the service manager. I did speak with an assistant service manager Mike Pettine which he promised to call back the next day and never did and I called back and Karla the receptionist accused me of being aggressive to her because the sales manager Marcio D*********** told me that which was not correct and want the calls to be pulled up and he was rough with me as well accusing me until I told him what was going on and he directed me to speak with the service manager by the name of Mike Rispoli and told me he would call me back in 1/2 hour. This was 2 weeks ago and NO ONE CALLED ME BACK and I been calling the dealer since than and speaking with 2 receptionist by the name of Karla and Marlin and leaving messages but haven’t had a call back as of yet and this was the reason I wanted to speak with the General Manager Peter which shame on him for not calling me back and supposedly he’s aware of my messages but not returning them per Marcio the sales manager because he told me Peter told him to call me and is aware. I’m very upset about the treatment of this dealer!!!!!
  
  I’m also beyond upset because I lost 2 days of work for their mistakes!!!!!!

  

  Business Response

  Date: 07/14/2025

  Both our Service Director and General Manager have tried to reach the customer with no success – they have left several voicemails with no return call.
  
  

  Customer Answer

  Date: 07/14/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/17/2025

  While we understand the frustration of the customer, we simply are not able to compensate her for having to take time off from work. We have a shuttle service available to bring customers to where they need to go, or they are more than welcome to wait for their services to be completed. It is our policy to not provide loaner vehicles for oil changes or ‘A’ services as we can get them in / out in 90 minutes or less and loaners are not necessary. Plus, the customer has a history of keeping loaners for days to weeks after her vehicle is completed. 
  
  We are more than happy to get Ms. Turcios an appointment with any of our advisors to handle her service, however, she has made it clear that she only wants to deal with Jeff Hessert and will not allow anyone else to help her.  
  
  

  Customer Answer

  Date: 07/17/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/24/2025

  Type:Product 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.

  Michael E******* handled the estimate and communication with the at-fault party's insurance company, ***** ****. Michael informed me that I would have to pay $600.87 out of pocket because, according to him, the insurance wouldn’t cover the full repair amount of $1,828.08. Trusting his word, I paid the amount. However, when I later reviewed the paperwork myself, I discovered that ***** **** had actually paid $1,367.42 — which meant I should have only owed $460.66. I was overcharged by $140.21, and this discrepancy was not brought to my attention by Michael or anyone at the collision center. I had to uncover it myself. When I called to report this issue, I spoke with manager John A******. Without reviewing any documents, he immediately apologized and said he would "rectify it right away" — which struck me as odd. He didn’t say he would verify the claim or look into it first. This made it seem like they were already aware of the overcharge, which raises serious concerns about their practices. Despite his assurance, it has now been nearly a month since that conversation, and I still haven’t received my refund. Each time I call, John gives me a different excuse. First, he said the money would be refunded to my credit card. When that didn’t happen after a week, I followed up and he claimed accounting couldn’t issue a credit and that they would mail a check instead- again, I had to call to learn this. More time passed, and still no check. He later told me “the check was in the mail,” but I never received it, and I’ve had no follow-up from them at all. This experience has been frustrating and disappointing. I feel taken advantage of by a business that appears more interested in maximizing profits than treating customers fairly. I strongly advise others to be cautious when dealing with Euro Motorcars Collision Center. Review every document yourself and don’t assume they have your best interest in mind. I hope this review helps others avoid a similar situation.

  

  Business Response

  Date: 06/27/2025

  The customer has been reimbursed - please see attached check #*****, issued on June 24, 2025. Please also note that a check was issued to the customer on April 28, 2025 (check *****) but was never deposited. Thank you.

  

  Business Response

  Date: 06/27/2025

  The customer has been reimbursed - please see attached check #*****, issued on June 24, 2025. Please also note that a check was issued to the customer on April 28, 2025 (check *****) but was never deposited. Thank you.

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  While it is true that I was finally reimbursed on June 24, 2025, that only happened after I filed a formal complaint with the Better Business Bureau and left a public review. Up until that point, I was repeatedly given the runaround, with no meaningful effort made to resolve the issue. It’s clear that only external pressure prompted any real action.Regarding the April 28 check (check #*****), your statement that it was issued is misleading and, frankly, dishonest. John A****** knew the check was never sent in April. On June 10, he messaged me stating that "the check was mailed last week" and I should receive it by the weekend (June 14). When I asked him to confirm the amount and where it was sent, I received no response. I followed up again on June 16, letting him know I still had not received it. His response was that he would forward my message to accounting.On Friday June 20, I called and spoke with a young lady at the front desk who said she had no knowledge of any of this, but that she would relay the message to John and have him call me back no later than Monday, June 23. No one ever called or followed up. It was only after I submitted my BBB complaint late Monday night that the refund was finally hand-delivered on Tuesday, June 24.This entire process has been unnecessarily drawn out, deceptive, and unprofessional. At this point, I believe I should be compensated beyond the refund amount for the inconvenience, the lies, and the time I spent chasing down a resolution that should have been handled promptly and honestly from the beginning.
  
  Regards,
  
  **** ********  

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  While it is true that I was finally reimbursed on June 24, 2025, that only happened after I filed a formal complaint with the Better Business Bureau and left a public review. Up until that point, I was repeatedly given the runaround, with no meaningful effort made to resolve the issue. It’s clear that only external pressure prompted any real action.

  Regarding the April 28 check (check #*****), your statement that it was issued is misleading and, frankly, dishonest. John A****** knew the check was never sent in April. On June 10, he messaged me stating that "the check was mailed last week" and I should receive it by the weekend (June 14). When I asked him to confirm the amount and where it was sent, I received no response. I followed up again on June 16, letting him know I still had not received it. His response was that he would forward my message to accounting.

  On Friday June 20, I called and spoke with a young lady at the front desk who said she had no knowledge of any of this, but that she would relay the message to John and have him call me back no later than Monday, June 23. No one ever called or followed up. It was only after I submitted my BBB complaint late Monday night that the refund was finally hand-delivered on Tuesday, June 24.

  This entire process has been unnecessarily drawn out, deceptive, and unprofessional. At this point, I believe I should be compensated beyond the refund amount for the inconvenience, the lies, and the time I spent chasing down a resolution that should have been handled promptly and honestly from the beginning.
  
  
  
  Regards,
  
  
  **** ********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair 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 had my car towed to mainline on May14, for all warning lights came on, i was contacted telling me there was electrical issues and low voltage , the problem they said was i needed new ground straps, i approved them to do, i ask about loaner car they made up every excuse in the book why they could t give me one. I was told the parts would take 2 days to come. My car was done on Monday may 19,2025. I went through so much with them i wouldn’t allow them to do any more work. When i picked up the car the advisor Jackson lied in my face saying my car wasn’t ready it wasn’t put back together. I asked could someone pick me up when it was ready i worked down the street he say oh no I’m calling for it now it won’t take long. My car was not in the garage stalls it was in the upper parking lot where they store cars once they’re done , a Blanton lie he told me. Moving forward today Wednesday May 21 all the same lights came back on, i been trying to call them since 5:45 it happened driving home. No answer, i paid them $909.34 to fix my car and the same she has arrived . They will charge me to diagnose again and i don’t feel like i should have to pay for that . Apperently their technician don’t know what they are doing and now i don’t have a car to get to work and i want my car fixed or my money back . Every time i go there it’s a problem this place sucks. If i didn’t have to deal with them again i would t but this is unexceptable for them to treat customers like they do and i believe they treat women the worst like we’re stupid and don’t know anything about cars. Please help me get this resolved i need my car fixed or a refund to go somewhere else

  

  Business Response

  Date: 05/23/2025

  Ms. ********** vehicle was towed to our facility on May 14, 2025, with several warning lights illuminated. Our technicians diagnosed deteriorated ground straps as the cause of low voltage and electrical faults. With two days of weekend in between these repairs were approved by Ms. ******** and completed by May 19, 2025 (see attached RO ******) and before we started the repair, we made it very clear to Ms. ******** we won’t be able to provide a loaner vehicle because our loaner fleet is limited and reserved based on availability, length of repair, and scheduling.  After she reported that similar warning lights had returned, we remained in contact and the vehicle was brought back to our service department on May 22, 2025 (see attached RO ******). Upon diagnosis we found that this time the warning light was due to a different reason and not due to the repair we had previously performed. As documented in the attached repair order, the issue was traced to a previously damaged parking brake module attempting to power up after the ground strap repair. We also brought this to Ms. ********** attention who authorized us to disconnect the module and declined its replacement. It was also noted that a check engine light related to the NVLD pump was not active at the time of inspection; we provided an estimate should the fault return. At the time the vehicle was released, the only active warning light was for the disconnected parking brake system. It is important to clarify that the vehicle’s full condition was not inspected during her first visit this visit. Only the customer’s specific concerns were addressed. Given the age, mileage, and overall condition of the vehicle, a comprehensive diagnostic inspection may reveal additional maintenance or repairs that are needed. However, that was not authorized or requested at the time of the visit. The vehicle’s history shows that the last documented maintenance was performed at our dealership in February 2024 at 127,128 miles. The vehicle returned in May 2025 with over 149,800 miles and no recorded service in that interval. This extended period without documented maintenance may have contributed to the reappearance of issues. Regular servicing is critical to safe and reliable vehicle performance especially an older vehicle with higher mileage.  Ms. ********** claim for a refund is unwarranted because we installed parts, and it had labor charged for the services we provided. The re-occurrence was not due to the same issue as mentioned above.  Finally, we take all feedback seriously and are committed to treating every guest with professionalism and respect. We regret that Ms. ******** feels her experience did not reflect these values. We believe her specific concerns were addressed promptly and transparently, and we remain available to assist further should additional needs arise. 

  Customer Answer

  Date: 05/23/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:05/14/2025

  Type:Product 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.

  On December 31, 2024 I purchased a car from Euro Motorcars. Aaron D****** was the salesman. Temporary tags were placed on my new car.
  On March 1, 2025 the temporary tags expired. On March 12, 2025 my car was ticketed by the ** government for expired tags. The fine was for $100.
  I call Aaron D******, the salesman. I told him I had received a citation for expired temporary tags. At that time he said he would take care of it and find out what was holding up my permanent tags in DC. I thought Aaron had taken care of this matter. On or about May 5, 2025. I received another citation telling me that the ticket had doubled. It was at this point I became aware that Aaron had not taken care of the problem with the expired temporary car tag ticket. The ticket was now $200.00. I called Aaron and told him I was not going to pay the fine for the expired temporary tags. I had no control over the issuance of those tags. I feel it is Euro Motorcars responsibility to pay the $200.00 citation to DC.

  

  Business Response

  Date: 05/19/2025

  Ms. ****** had her vehicle financed through the ** ******** ****** *****; ** requires a copy of the contract before titling the car. The salesperson reached out several times to both Ms. ****** & the ******** ****** ***** requesting a copy of the contract, but the Credit Union stated that they needed Ms. ******s permission before releasing it. When the salesperson contacted Ms. ******, she stated that she had made several attempts to contact the CU, but they never return her calls. When Ms. ****** got a ticket for expired tags, there was motivation go to the Credit Union in person to follow up. Then, the salesperson received a call from her when she was there with the Credit Union representative telling him that the contract was being sent. When Ms. ****** told the salesperson she had gotten the ticket he told her the dealership does not pay for tickets as this the delay was on her end. He later received authorization to pay for the ticket from the sales manager but was never sent a copy of the ticket until this complaint was received. The dealership has issued a reimbursement to the customer for the ticket. Thank you.
  

  

  Business Response

  Date: 05/20/2025

  The customer will need to pay the ticket. The dealership has sent out a reimbursement in the amount of $200 to the customer. Thank you.

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. As of Tuesday, May 20, 2025, Aaron D****** has made the payment of $200.00 for the ticket to ** DMV online. I am satisfied.  
  
  Regards,
  ******* ******
  
   

• Initial Complaint

  Date:04/08/2025

  Type:Product 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.

  On 18May2024, I went to BMW of the Mainline on 225 Bala Avenue in Bala Cynwyd, PA and changed two tires there. They put on my vehicle two smaller tires (245) instead of the correct tires (265). A few month later, I found this problem and called and emailed them quite a few times, requesting to fix this problem. The store manager was not responsive, and this issue hasn't been solved. It would be appreciated if BBB could you help me directly contact them and get the refund back from them. Please email me at *****@hotmail.com or call me at ************ if you may want to know more details of this problem.
  
  Thank you!
  **** ***

  

  Business Response

  Date: 04/10/2025

  One of our staff members has spoken with the customer today and apologized for the unintentional mistake. We have issued a full refund to the customer. Thank you. 

  Customer Answer

  Date: 04/10/2025

  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.  Thank you so much for helping us in such a quick and effective manner!  I wish we could have more organizations like you to help people in this country.  I am so happy at this result!
  
  
  Best regards,
  **** ***
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair 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 purchased a vehicle on February 24, 2025 by the time the transaction was complete. I drove out the dealership at around 8 PM. 3 days later on Feb 27 on my way home the car completely shut off and had to be pulled over the side of the road when I tried to restart the vehicle it wouldn’t start and I had to call service through my car insurance to provide assistance. The roadside assistance personnel boosted the vehicle
  And I got home. Friday 2/28 I contacted wide world BMW trying to get the sales rep on the line and or a supervisor when I was unsuccessful several times to get someone to call me back. I had to drive across a bridge 49 min away from my residence just to get someone. Still I was not provided with a manager supervisor or even the salesman that sold me the car I was escorted to the service center a was told to give them the car to service I was provided a rental. I did not receive my vehicle I purchased until march 5th. Just for me to have to return the vehicle again on March 8 due to the same problem on 2/27 service can’t diagnose the issue an still doesn’t know what the problem is No changes had been completed on the vehicle. I called more than 15 times and left messages for management to reachback about this vehicle since i felt like it shouldn’t have ever been sold with this condition. Never even got a call back let alone to know the status of my vehicle. I have been the only one calling every other day to know the process when I try to reach the manager of the actual wide worldBMW Brian, I’m told he is consistently in meetings and cannot assist and he will call me back as soon as possible. No one from BMW has contacted me to rectify the situation.
  When I was interested in purchasing the vehicle, my phone would not stop ringing.Now that I purchased and try to get in contact with anyone that has to do with that process. I am unsuccessful. It’s very unprofessional very discouraging to anyone. This is not how you conduct business.

  

  Business Response

  Date: 03/25/2025

  Our General Manager has been in contact with the customer, and they have agreed to a resolution that is satisfactory. Thank you.
  
  

• Initial Complaint

  Date:03/03/2025

  Type:Sales and Advertising 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.

  ********* **** made false misrepresentations regarding the terms and conditions of a written auto lease agreement - fraud in the inducement - that I accepted and relied upon in entering the lease agreement, specifically misrepresenting that an auto maintenance package would be free and that the auto discount would be larger than it actually was. Instead, the discount was much smaller than orally indicated and the cost of the maintenance was subtracted from the “discount” - a manager told me that the maintenance package “had to be taken into account” in order to account for the discount. I have submitted a dispute with my credit card company for the initial deposit of $2,500.00; I have stopped payment on my check for $5,952.00 (down payment balance); and I have submitted an auto dealer complaint with **** ***.

  

  Business Response

  Date: 03/07/2025

  As part of Mr. ******’s purchase, the maintenance contract was negotiated and included in the agreed upon lease deal. However, please note that the bank requires the maintenance services to be itemized within the contract.The client agreed to a monthly lease payment of $952.00 at the time of sale – please see the attached signed purchase order showing that his lease payment with **** ********* is the same $952.00 agreed upon during negotiations. Thank you.

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  During the negotiation of the lease agreement, **** ********* stated that **** Care (Maintenance) would be added to the lease agreement at no cost - free- as an inducement to entering the lease agreement.   Instead, the cost of **** Care was embedded into the lease agreement, thereby increasing the cost of the lease agreement despite the statements of **** ********* to the contrary.FYI - I stated to **** ********* that I had previously not leased an **** vehicle because **** required **** Care to be included in lease agreements as an additional cost.
  
  Regards,
  ******* ******
  
   

  

  Business Response

  Date: 03/19/2025

  Our General Manager has been in contact with the customer to offer to refund the cost of the prepaid services listed on his contract. Currently, our GM is waiting to hear back from the customer. Thank you.
  
  

• Initial Complaint

  Date:03/03/2025

  Type:Delivery 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 purchased a pre-owned vehicle from **** ** *** ******** on 1/2/2025 for my 17 year old daughter. The dealer issued a "temp tag" that was good for 60 days. On 2/19, I contacted the dealer to let them know I still hadn't received my license plates and the temporary tags were expiring soon. They assured me I would have the plates no later than 2/27/2025 and provided a ***** tracking number for my reference. The tracking information stated "label created" but has no estimated delivery date. When the plates did not arrive on the 27th, I contacted the dealer again. The General Manager (Afroze K***) informed me that the plates were delayed but would arrive by 3/4/2025. The tracking information indicates that ***** still has not received the plates and there is no ETA. Clearly, I will not be receiving them tomorrow (3/4) as promised. I have been attempting to contact the managers at **** ** *** ******** (both Afroze and Jake), and neither will take or return my calls. The car I purchased is now parked in my driveway and cannot be driven because the temp tags have expired and I have not received plates. Afroze admitted that the dealer did not submit paperwork to DMV until 1/24 (3 weeks after I bought the car), the paperwork was incomplete and sent back to Mini of the Mainline for correction, and resubmitted on 2/12. There has been no effort made to get this situation resolved and the dealership will not even return my calls. I am almost 2 hours away or I would take a ride to corner the manager in person. My daughter's road test was scheduled for today and had to be canceled. I have zero confidence that the plates are indeed in process -- the dealer has repeatedly dropped the ball on the paperwork and continues to provide fictitious "ETA dates" to stave off my concerns. Are you able to assist in getting this situation resolved? What is my recourse?

  

  Business Response

  Date: 03/05/2025

  There was a delay with the customer's plates due to missing information (insurance card from the customer), however, the dealership confirmed that the tags were delivered this morning. Thank you. 

• Initial Complaint

  Date:12/14/2024

  Type:Customer Service 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.

  Purchased a preowned ***** certified vehicle that came with a 6 year full coverage warranty. When scheduling my very 1st maintenance for regular service was told my warranty was canceled. I had the car for 5 months. Sales has not returned calls or requests for help. Was told my warranty was given under different management.

  

  Business Response

  Date: 12/19/2024

  Ms. **** purchased a Certified Pre-Owned 2024 ***** ** from our ***** of Westport dealership on 7/16/2024. When the customer brought her vehicle to our Service Department on 12/14/24, she was informed that there was no record of her car being Certified, however, this was a mistake that has since been corrected with *****. Our General Manager confirmed with ***** that Ms. ****’s vehicle is now showing the certified warranty active and has been in communication with the customer. Thank you. 
  

• Initial Complaint

  Date:12/13/2024

  Type:Customer Service 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.

  On May 8, 2024, I purchased a *** ***** from World Wide *** located at 125 East Route 59, Spring Valley, NY 10977 for $32,527.22.
  
  On October 30, 2024 I brought the car in for servicing because I was experiencing issues with the vehicle. World Wide *** diagnosed the vehicle and completed the repairs within my warranty. The vehicle was released back to me on November 7, 2024.
  
  On December 11, 2024 while driving on the highway to work, I heard a snap and immediately noticed a change in my ability to steer the vehicle. I drove the vehicle to a safe area, where I was able to pull over. When I exited the vehicle, I noticed the control arm to my front tire had snapped in half.
  
  I contacted my insurance company to have the car towed to World Wide *** Spring Valley, where they diagnose the vehicle again. This time World Wide *** indicates the repairs will not be covered in my warranty because I caused the damage. They inform me, I should contact my insurance company to pay for the repairs which they quote at $23,698.84.
  
  My expectation is for *** to honor my warranty and repair the necessary damages to the vehicle because the claims they had made are inaccurate & untrue.
  
  I have attached all supporting documentation for your review.
  Should you any questions, please do not hesitate to contact me at (917)239-9458.
  
  Thank you for your attention in this matter.
  
  
  Best Regards, ***** ******

  

  Business Response

  Date: 12/19/2024

  On 10/30/24, Mr. ****** brought his vehicle into the Wide World *** Service Department with a complaint for a thumping noise coming from the rear end while driving. It was confirmed that there was oil leaking from the rear differential which was under factory warranty at no cost to Mr. ******. The vehicle was completed 11/7/24.. Then, on 12/11/24, the customer’s vehicle was towed back to the dealership with multiple issues including a right front broken axle, body damage on the vehicle, left rear wheel cracked on the face, and mud all over the tires and wheel well. These were damages had nothing to do with the vehicle being in for service on 10/30/24 and was a separate incident.  These items would not be covered under warranty due to the damage.  We have fulfilled all our obligations and consider this matter closed.