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 Porsche Clifton Park

  205 Route 146 Mechanicville, NY 12118

  
• 

  New Country BMW

  1 Weston Park Rd Hartford, CT 06120-1521

  
• 

  Mercedes Benz of Palm Beach

  4000 Okeechobee Blvd West Palm Beach, FL 33409-3202

  
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  New Country Porsche Greenwich

  241 W Putnam Ave Greenwich, CT 06830-5204

  

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:12/03/2024

  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.

  Here’s a further streamlined version, under 2000 characters:
  
  I purchased a *** ** from New Country *** in Hartford, CT, relying on the ****** report they provided. The report stated that on 12/01, at 36,156 miles, *** of New London replaced the rear brakes, and on 12/19, New Country *** replaced the front brake pads.
  
  On 10/9, at 45,418 miles—less than 10,000 miles later—I went to New Country *** for an oil change and was told my rear brake pads were at 4mm, nearing replacement. Service advisors Manesha E******** and Estelle P******* suggested I address it during a future visit.
  
  On 11/27, while addressing a stuck rear window, another advisor, Michael F***** confirmed the rear pads were still at 4mm and had some time. However, on 11/29, Michael sent me a video showing the rear brakes at 3mm, requiring immediate replacement.
  
  I contacted Bob C***, the sales manager, and Josh T****, the service manager. Bob claimed the dealership was not responsible. Brandon S****, the general manager, dismissed my concerns, stating the ****** report was from a third party and the rear brakes were not their responsibility. He claimed the car was sold with 8mm brakes but could not explain why they wore down so quickly.
  
  *** brake pads typically last 30,000–70,000 miles. I questioned whether the brakes were properly inspected or if there was a defect, as it is unusual for them to need replacement in less than 10,000 miles under normal use. Despite this, Brandon stated they would not assist.
  
  The ****** report was a key selling point, suggesting the brakes were in good condition. I believe the dealership misrepresented the vehicle’s condition, and their refusal to address the issue is unacceptable.

  

  Business Response

  Date: 12/04/2024

  ****** ****** purchased his 2020 ** bearing the vin number ***************** on December 30th, 2023 from New Country ***. Prior to the sale, New Country *** completed the state mandated safety inspection of the vehicle, and confirmed all components were in legal sellable condition. The ** was free from any defects, and compliant with CT K-208. 
  
  Upon our inspection 11 months and 10,435 miles later, we have found that the vehicle is still free of any mechanical defect in the braking system, and the wearable components are now worn to a point where the manufacturer recommends replacement.
  
  The vehicle is outside of the CT State 60 day / 3,000 mile used car warranty and is not covered under any other warranty for wearable components. 
  
  The maintenance requirements of ******’s ** are his responsibility. 
  
  

• Initial Complaint

  Date:11/26/2024

  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.

  My car was recalled by ********. The car was towed to **** ******. They are refusing to gove me an ETA on the part, how long they will have my car, and will not provide backup transportation (loaner). Darius from the service dept will not provide any information or assistance. And they do not care that I do not have transportation for my kids. I had to rent a car, and they are refusing an reimbursement as well. I want an ETA on when my car will be fixed, and transpiration in the interim.

  

  Business Response

  Date: 12/02/2024

  The customer had his vehicle towed to **** ********* Devon on Friday, November 22nd late in the day. Please note that he did not have an appointment. When the vehicle arrived, he requested a loaner car, but we advised him we are currently scheduled two weeks out for a loaner vehicle, so we did not have a vehicle available.
  
  His car needed a rear subframe, which is ordered “as needed” per car and is covered by an extended warranty by *****. It is not a recall, and ***** does not reimburse for alternate transportation with this extended warranty. We advised the customer that once we knew more about when the part would arrive that we could revisit alternate transportation options, and perhaps a loaner might be available. As it turns out we had a subframe on hand for a different vehicle that would fit his car, so we used this part and ordered another one for the other car. This was a huge time saver. 
  
  The car was in the shop on Tuesday the 26th and done on Wednesday the 27th. The client picked up his car on November 27, 2024. Without an appointment, this car was done in 3 business days. 
  
  

• Initial Complaint

  Date:11/13/2024

  Type:Order 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.

  1-When it should of officially been sent 5/24/24
  2-1200.00
  3-Was charged a Gap insurance when said parties knew I was purchasing lease car not financing it. This was March 3, 2024 when mistake was first brought to their attention.
  4-Was never supposed to be charged that 1200.00 when we closed on car.
  5- All that has happened was emails conversations with broken promises.

  

  Business Response

  Date: 11/15/2024

  Our General Manager has been in contact with ************* Financial regarding the Gap cancellation, and confirmed they will send Mr. ******** a statement by mail that shows the $1,149.95 was deducted from the payoff amount at the time he paid off the loan. We will be sending a check in the amount of $50.05 to cover the difference of the $1,200.00.
  
  We apologize for the poor communication.  
  

  Customer Answer

  Date: 11/15/2024

  If they already reimbursed me then why haven’t I received a check since Oct 3 when I was there they should have told me what they told you instead of showing me what I’m entitled to. They assured me in two weeks I would be reimbursed time again came and went.

• Initial Complaint

  Date:11/12/2024

  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.

  I took my vehicle to the dealership due to not starting after several attempts by roadside assistance. With some knowledge and thoughts from roadside support field agents, it seemed likely a bad fuel pump. After the vehicle was towed to the dealer, I shared what I suspected it may be, but wasn't sure considering, I purchased one from them about a year or two prior, which may have been under warranty. But due to their systems being "hacked" there was no way of checking to confirm the purchase. I had to produce a receipt as validation. Unfortunately, I was unable to. At this point, they kept insisting a diagnostics had to be done to confirm bad fuel pump. During that time, I was out of work and couldn't afford diagnostics or repairs. I was hoping when the system issue was fixed they'd find my receipt and it would be under warranty. A week later I get a call from Mike telling me either I get the diagnostic done or have the car moved. I said I would have it picked up, 3 days later, he calls me and says I have to pay for the diagnostic, that I didn't agree to, he then says I did, which is how I know it's the fuel pump...smh. After a couple days, I agreed to pay and have my car towed to my preferred mechanic. My car to date is still with my mechanic, however, I have not received the diagnostic report. I contacted ******** Customer Srvc, a few weeks ago to ask for a copy, they said they would call the dealership to find out, and when they did with me on the line, they were informed by Diogo, it was never done. I've called and spoke with supervisors and managers and explained because they never sent me the diagnostic "they say they did" I have to pay my mechanic to do it to be sure it's the fuel pump and whatever that entails. The response I got from Mike was "we told you the fuel pump". I still have not received a copy via email or text as they've done in the past with other repairs. On top of their rude/poor customer service, they refuse to issue a refund. Please Help!

  

  Business Response

  Date: 11/14/2024

  Mr. ******** ******** had his 2004 **** with a mileage of 191,387 towed to **** ********* ********** on or about June 16th, 2024, with a vehicle no-start condition.Diogo P****** (Service Advisor) contacted the customer to begin an initial write up and to create a repair order with the client concerns. At that time, the client was advised that a diagnostic would need to be performed and that there would be an associated charge. Mr. ******** insisted that a diagnosis was not needed and did not want to pay based on his own opinion that the fuel pump needed to be replaced. Further, he claimed that he had recently purchased a fuel pump from **** ********* **********, had his mechanic install it but now wanted it replaced under Manufacturer warranty. We were unable to validate this because he could not provide proof of purchase and our records show that we had not sold this part for many years. Our Service Manager called Mr. ******** and reminded him that there would be a 1hr. diagnostic charge @ $209.95 for the initial diagnoses of the no start condition. This authorization would have been quoted with or without the client providing a receipt. There is no way of the technician deciding on the repair scope until a diagnosis has been performed.  At that time Mr. ******** agreed to the diagnosis's terms, and we proceeded. Once the diagnosis was performed, and the fuel pump was deemed the issue, an estimate was provided to Mr. ******** for the replacement of the fuel pump. Please refer to repair order ******. He insisted that the failed fuel pump was recently purchased from our dealership, but still unable to provide a receipt or proof of such transaction. It was also explained to the client that, during this time *** Global had been experiencing a software outage which affects our accounting abilities within both Parts and Service departments. The global outage lasted approximately two weeks. Once *** had returned to proper operation, as promised, we attempted to locate any trace of his claim that the fuel pump was purchased from us.  As noted, prior, we found no evidence that he had ever purchased the fuel pump from our dealership and was advised of our findings.It was at that time Mr. ******** began not returning phone calls and refusal to pick up the car, which was parked out front, occupying prominent commercial business space and interfering with production. When we finally reached him, he explained he was unable to afford the diagnostic charge and unable to have the vehicle removed from our premises. Acting in favor of the client, our Service Manager discounted the original charge of $209.95 as a goodwill gesture leaving a balance of $150.00.As part of the discount, the dealership made it mandatory for the vehicle to be removed from the property. We only wish to provide transparent and exceptional service, while maintaining our integrity as a business.

  Customer Answer

  Date: 11/14/2024

  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.
  As I mentioned in my previous complaint the accounts stated by the dealership is not entirely accurate, otherwise, I would not have gone this route. In addition, I paid for the so called diagnostic in order to have my car removed from the property. Even then, they never sent me the report which again is causing me to have to pay to have it done again. As I previously stated when I called customer service to obtain a copy they themselves contacted the dealership and were told one wasn't completed. It was only when I requested a refund for failure to provide me what I pay for is when they all of a sudden claimed it was in fact done and I can pick it up. The hassle and inconsistency in dealing with them has caused more hardship then necessary and as I stated, because of no report during all of this time, I have to pay for  another one and I can't trust if the one they're claiming they have is accurate since It's taken all of this time. I can't stress enough that I am extremely disappointed in their oversight that they refuse to take accountability for, especially when they themselves told their own customer service representative one wasn't done and is documentee in their customer service call center database which can also be heard in their recorded line. 
  
  Regards,
  
  ******** ******** 

  

  Business Response

  Date: 11/19/2024

  While we certainly understand that this situation has caused frustration, this is not a case in which the dealership provided a faulty service or diagnostic; this is a case in which the diagnostic was approved but repairs ultimately denied. The dealership is unable to provide repairs and/or services to vehicles unless a diagnosis has been completed. The customer was provided with the repair order which shows the recommended services, and that the customer denied these services. If the dealership gave a faulty diagnosis, we would be happy to refund the $150.00 (discounted from $209.95 as a goodwill gesture), however, this is not the case and we consider this matter to be closed. Thank you. 
  
  

• Initial Complaint

  Date:10/28/2024

  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 called **** Bethesda service on 9/23 to report the issue of “Turn Engine off and check coolant level” light coming on and was scheduled to bring it in on 9/30. After diagnostics, they let me know the issue was due to the water pump and other items needed to be changed. They quoted $4000 for repairs. **** platforms had various posts stating this as a known issue with the B9 engine. I called **** USA advocate to make a case of this being a manufacturing defect that needs to be fixed under recall. After review, they decided they would cover 60% of the repairs. The **** Advisor informed me the repairs was covered for 12m/12k miles, therefore if the same light comes back on, I should bring the car back. I picked up the car on a 10/11, the same “Turn off your engine and check coolant level” came back on Saturday evening. I took the car back in first thing Monday morning (10/14). They diagnosed it as a bubble in the coolant. The light came on the next day. They now say the code displaying is different and was not visible during the first diagnostics (if a full diagnostic was done how was this missed). They are blaming the cause on me saying diagnostics shows the car overheated on 9/23, which was the day I called to schedule the appointment. I'm not an expert to know car is overheating if the check engine light never came on, the car did not stall, and the service team did not tell me to stop driving the car and to tow it in for repairs. I have a video from their technician the second time the car went back stating they do not see any signs of overheating with the car. **** Bethesda Service clearly misdiagnosed the issue in the first place and are now attempting to cover up their mistakes. I have all communications with the service department to provide as evidence if needed. They should refund the money paid under the initial repairs as it's been identified whatever was changed was not the issue, and they should use that amount towards the replacing the head gasket.

  

  Business Response

  Date: 11/06/2024

  Our General Manager has been in contact with the customer and the customer's extended warranty company about the repairs. The warranty company is requiring Ms. ***** to pay for the teardown of the engine and then they will go out to the dealership for the inspection. It has been communicated by the warranty company to both the dealership and the customer that if the head is discolored and significantly warped, they will determine that the vehicle was driven while it was overheating, ignoring the warning lights on the dash and they will not cover the repair. The dealership has gotten Ms. *****' approval in writing and are working to collect the money upfront for the teardown. Thank you. 

• Initial Complaint

  Date:10/23/2024

  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 from this dealership in October of 2022 with what I was told was a bumper to bumper warranty. I informed the dealership that the car was to be used as a taxi. I was informed it wouldn’t be a problem and any ****** dealership would honor it if I didn’t want to take the trip to Great Neck. I was given cover letters for a bumper to bumper and tire warranty with the number to call should I need along with my purchase order. Fast forward to when I actually need to have warranty work done, September 2024. I was informed by the ****** dealer in the Bronx that they had no record of a warranty. The warranty co which is an 3rd party company informed me that a taxi would not be covered despite what I was told by my Salesperson, Rob M********. I didn’t even realize ant first that it was 3rd party. I figured it was ****** since I was told I could go to any one. I contacted the business manager at great neck, Mohamed Mohamed, to rectify the situation because he also assured me of my coverage when I purchased the policies in ‘22. I was ignored. It wasn’t until I sent an email stating my next course of action (filing w BBB, FTC and NY AG) that I received a response from the sales manager Nick I*********. The next day. He offered me a prorated refund on the warranties. A prorated refund on something that should never have been sold to me. It was shady to say the least but it feels criminal adding an additional $6K $5989.00) to my finance charge for something I can never use. After offering me just under 1/3 of MY money, Mr. I********* said he would reach out to the regional manager who would then reach out to me. That call was supposed to be on Friday October 10th. I have old text messages to Mr. M******** that clearly shows I told him what the vehicle was for. Mr. I********* asked me to send him screenshots of the conversation, which I did. His last email to me was October 9th and I have not heard from either him or the regional manager.

  

  Business Response

  Date: 10/29/2024

  Our General Manager cancelled the customer’s warranties and applied a $1,400 pro rated refund to his loan and will also send a one-time good will check for $2,599 which totals $3,999 back to the customer. A form has been sent to Mr. ******* with the resolution that he will need to sign and return to the dealership. Thank you. 
  
  

• Initial Complaint

  Date:09/13/2024

  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.

  Purchased a ***** SUV on 6/14/24 (lease buyout). On that day I gave them $10,000 as a downpayment. At that time, (or shortly thereafter) we should have received paperwork to continue making our monthly loan payments. After four months we have still yet to receive the appropriate paperwork so we can make our obligated payments on the loan. We have attempted to resolve the issue dozens of times with outreach to the dealer, while in the meantime we are now receiving collection notices from the bank. The dealership, however, is stating that everything will be resolved. Our credit is likely being negatively affected and we continue to get incomplete information as to when the issue is going to be solved. Additionally, we were incorrectly charged two additional lease payments on the vehicle post-purchase which still have not been refunded.

  

  Business Response

  Date: 09/30/2024

  Our General Manager has spoken with the customer, and they have agreed to a resolution that is satisfactory for both parties. Thank you. 

• Initial Complaint

  Date:09/09/2024

  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.

  Terrible dealer and fraudulent service department. We bought a used ** there a few months ago. They said they check it out completely and serviced it. Six months later we go in for the oil change and they give us a large list of services that need to be completed including changing the rear rotors out. Keep in mind we bought this car with around 36,000 miles and my wife put on a little over 1500 miles since purchase. Anyway, they called and said it was almost $4k for the oil change, rear brakes etc. The told my wife the rotors were a safety issue. The offered an extended maintained plan for around $5k. I said ok and we would take the warranty. When we went to pick up the car, they said they did not change the rotors because they measured it wrong and now it does not need it. So, as a cash customer, they have a laundry list, but when it is under a maintenance plan, it no longer needs it. I told them about my dissatisfaction and that I would not take the plan and will pick up the car and pay for the services. When I picked it up the windshield was cracked. They agreed that it happened while it was in their care but said I had to turn it into my insurance as they are not responsilbe for any damage even if they caused it. They said there is vandalism all the time there and it is the customers responsibility. I think they broke the windshield intentionally but the advisor said it could have happened when the technician test drove it. They blame the mechanics for everything. I left a message with my Attourney and will be taking further action with the state and insurance company. I am also selling this car and will buy a *****. I will NEVER buy another care from these scammers. NEVER. BEWARE.

  

  Business Response

  Date: 09/19/2024

  *********** ***** and *** ***** brought their 2021 *** ** to New Country *** on September 4th, 2024 with a request that New Country perform their recommended services, as well as perform an evaluation for their symptom of having water inside the passenger side mirror assembly.When scanning the **, it’s on-board diagnostic system reported it was due for Oil Service, Cabin Air filter, Engine Air Filter, Vehicle Check, and Rear Brakes. We quoted the pricing for the requested evaluation, as well as required service work which was approved (Please see document “signed work order” – attached).During the inspection of the brakes, our technician reported that the pads and rotors had worn to a point of requiring replacement. New Country presented two options for the **, with either paying for the services, or purchasing coverage at a reduced rate that would allow the services to be covered under Manufacturer’s Warranty.With acceptance of the warranty, *** requires management to review and authorize the repairs, where we discovered there was a mismeasurement of the rotor width, and they did not require replacement. We immediately informed the ****** of our findings, and at their request, cancelled the warranty and proceeded with the repairs as quoted. At this time, we also informed them of what repairs would be required to remedy their concern with the side mirror, which they approved proceeding with.Upon delivery of their vehicle, they noted their windshield had a crack in it. We found the point of impact and let them know that while it may have spread during the course of service, we were not liable. New Country reminded them that they agreed their insurance was primary, and their insurance company was welcome to subrogate against New Country’s insurance, should they believe we are at fault (Please see document “signed work order” & “signed invoice” – attached).New Country, while agreeing we initially mis-measured the rotors, have been transparent during the entire course of service. Any claim by the ****** of malicious intent is completely unfounded. We only wish to continue our relationship in a way that provides transparent and exceptional service, while maintaining our integrity as a business.

• Initial Complaint

  Date:09/04/2024

  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.

  - My 2021 ** was brought in for replacement of the Instrument Cluster on 19-Aug 2024
  - Upon dropping my car off, **** took a detailed video of the entire exterior of my car (which i saved frame-by-frame)
  - Upon picking my car up on 21-Aug, I noticed (i) a scratch that was attempted to be repaired under my passenger door handle, which wasn't there before and (ii) another scratch on the leather of my transmission shifter, which i presume happened when they were replacing the instrument cluster
  - I reviewed the video footage frame-by-frame to see if i could see the scratch under my passenger door handle, which I could not see. I also note that there were other scratches on the car that were visible on the video, which begs the question of why those other scratches were visible and not the one i'm asserting they did
  - Upon showing the scratches to the service manager, Bob T*****, and the servicer writer, Ken, they proceeded to point out every other scratch on my car (all of which are visible on the video they recorded) and said their technicians would never do such a thing
  - I pointed the service manager to the video, which was recorded to protect the dealership and customers, and he refused to watch it or consider it as evidence
  - The service manager also had no interest in considering the scratch on my leather of the transmission shifter and said he could have his "leather guy" look at it as a courtesy but was no means prepared to replace it or return it to the condition it was before
  - Attachment #1 is comparison of the scratch under my passenger side door handle to the video taken by **** (to prove they did it). I also note that they attempted to repair the scratch
  - Attachment #2: for comparison purposes, is a scratch on the hood of my car, which i am NOT asserting **** committed that is visible on the video. To prove the scratch i'm asserting they did was not there
  - Attachment #3 is a comparison of the before and after of my transmission shifter

  

  Business Response

  Date: 09/09/2024

  Our General Manager has spoken with the customer, and they have agreed to a resolution that is satisfactory for both parties. Thank you. 

• Initial Complaint

  Date:08/08/2024

  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.

  Below is a brief timeline of the current issue experienced with my 2020 *** ***, 26,994 miles.
  
  The dealership has had my car since 06.18.24. and will most likely have it for an additional 15 - 18 weeks. They are unable to repair the problem due to a parts shortage. This issue was supposedly caused by an accumulation of water under the seats, shorting out an electrical harness. My research has discovered a possible design flaw in the manufacturing process. This issue has been recorded by numerous owners of the same vehicle.
  
  I have a detailed timeline that I would like to share. Unfortunately. I was unable to attach the document.

  

  Business Response

  Date: 08/21/2024

  Mr. **********’s vehicle is in our Service Department due to water incursion into the vehicle which has damaged the main body harness beyond repair. The body harness requires replacement; however, each harness is handmade due to each vehicle having different option packages. The standard timeframe for this part to be made is 15 to 18 weeks. While we understand the frustration that this has caused, this is beyond the dealership’s control. If the customer is seeking to have the vehicle replaced or purchased plus loss of use and value, he would need to work directly with ***** and not Euro Motorcars Germantown.