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 Toyota of Saratoga Springs

  3002 Route 50, I-87 Exit 15 Saratoga Spgs, NY 12866-2903

  
• 

  Euro Motorcars Bethesda Mercedes-Benz

  7020 Arlington Rd Bethesda, MD 20814-5229

  
• 

  MINI of the Main Line

  130 Montgomery Ave Bala Cynwyd, PA 19004-2984

  
• 

  Audi Hawthorne

  151 Saw Mill River Rd Hawthorne, NY 10532-1529

  

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:07/24/2024

  Type:Billing 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.

  Instrument cluster broke, power steering broke in car wash. Towed to New Country MB. They told me I need this instrument cluster and that would solve the problem. I waited 3 months for part to made in Germany. Part came in but it didnt fix anything. Same issues w instrument cluster and power steering and I had pay them $1600 for an issue they never fixed.

  

  Business Response

  Date: 07/25/2024

  Ms. *******’s 2017 ****** was towed to New Country ************* on 05/02/2024 with a concern of warning lights on the instrument cluster. Since it was not functioning property, we were not able to see speed or miles of the vehicle. During the evaluation, our Certified ************* Master Technician found seven communication faults within the vehicle’s instrument cluster. Ms. ******* was given an estimate of $1,675.02 to replace and program a new instrument cluster as a starting point to move forward as it could not communicate to several other control units. She authorized it and we proceeded with the repair.After replacing and programming the instrument cluster, our Master Technician was able to clear all the codes as it was now operating as designed and communicating with all of the vehicle control units. We did a full vehicle scan again after the codes were deleted and found a power steering control unit / steering rack fault – the control unit was tested and found to have an internal short and needed to be replaced. We sent Ms. ******* a quote in the amount of $9,200.00 to replace the power steering rack but declined the repair and had her vehicle towed from the dealership on 07/10/2024.As the vehicle was damaged at an outside car wash, we advised her to contact them directly or her insurance company to cover the damages. The customer experience and relationship are everything to us. We offered a one-time good will gesture in the amount of $4,500.00 to cover the cost of the parts. Ms. ******* would be responsible for the remaining $4,700.00. 

  Customer Answer

  Date: 07/29/2024

  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.
  This repair should not cost $9,000!!!!!   This is a dealership price who could care a less about my situation.  I have someone looking at this issue right now who was a previous service employee of New Country.   I will know what this will cost me via another resource who I TRUST and who will not charge me anywhere NEAR that outrageous price.  I would like my $1600 back from the "repair" that NEVER repaired my car.  The same codes are still popping up. I am NOT THAT FOOLISH. 
  
  Regards,
  ***** *******

  

  Business Response

  Date: 07/31/2024

  While we understand the frustration that this has caused the customer, we simply are unable to refund the $1,657.02 as the customer authorized the repairs in which we completed. The vehicle was damaged by an outside car wash and not by our dealership. Our Goodwill offer of $4,500.00 stands as we care and would like to help, however, the vehicle is out of the manufacturer’s warranty and all repairs need to be paid by the customer. 
  
  

• Initial Complaint

  Date:07/22/2024

  Type:Customer Service 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.

  The manager was so rude her name is Blanca S******, she was so rude and told us she doesn’t care if we take our business elsewhere she “could careless”. We had a loaner car and on Saturday the tire the right tire exploded they examined the tire and said because it happened 3 days in of me having the loaner it’s my fault and I have to pay for it they inspected the loaner for possible damage and everything and there was nothing they could have simply replace the tire and kept it moving but was continued to be rude no customer service and offered no solutions , on top of that I watched my car being rided around town before we got there . I will never do business here again and when I said that she said “I DONT CARE” I also don’t live close so I drove all the way out here for no reason just to be treated horrible with no solution but pay full price meanwhile they have insurance on there tires

  

  Business Response

  Date: 07/31/2024

  The customer brought his vehicle to **** ********* for scheduled maintenance with the request of a loaner vehicle. All customers are required to sign a Loaner Vehicle Agreement which states the customer is responsible for damages to the vehicle and that includes damaged tires. Please see attached.The **** loaner vehicle was returned to the dealership with a flat tire and subsequently created tears on the sidewall – this meant the tire could not be repaired and would need to be replaced by the customer per the signed Loaner Vehicle Agreement. It should be noted that the customer’s son was extremely aggressive towards several of our employees, including our female Service Manager, using profanity in front of other customers. Our Service Manager agreed to not charge the customer for the tire if the customer and his son left the dealership and not return for service at our location as we do not condone or tolerate abusive treatment towards our employees. There was no charge to the customer for the scheduled maintenance or damaged tire. Thank you. 

  Customer Answer

  Date: 07/31/2024

  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. 
  
  Regards,
  
  ***** ***

• Initial Complaint

  Date:07/16/2024

  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.

  A vehicle was purchased from this dealer 2/19/24, a service contract was purchased same time. A request for cancellation and FULL refund was made, received and accepted by Amanda V******* finance manager on 4/16/24. Refund was to be sent to lienholder and applied to principal balance on loan.
  
  When asking for status May 3, 2024, Amanda verified it was cancelled and a refund was to be issued to the lienholder; lienholder was contacted on multiple dates, they advise no check received. On 5/24 Amanda states "the check has arrived from ***** and will be mailed to lienholder today.
  
  Reached out to Miguel @ ***** (service contract administrator) who advised to call dealer and lienholder to resolve. Reached back out to dealer via email on May 3, 16th, 24th asking for details surrounding check so it could be tracked down. I was given no information besides "the check was received at dealer and to be mailed to lienholder today" on May 24th.
  
  Spoke with ***** again to get check number and date issued (May 13, 2024). ***** advised they issued check to New Country Audi of Greenwich for processing. Reached out to dealer again via phone with no answer, left voicemails on each of the days noted above with no return call. Finally given an email to a manager from a sales employee who answered the phone, Paula S******(manager) who replied to my questions with "I have not seen a check yet" on July 5.
  
  July 8th Amanda says, "check was found" and being sent by corporate this week and sited "systems have been down for 3 weeks" as the reason for delay (after supposedly already sending the check. Lienholder contacted July 16, 2024, who advised they had no check. It has been now 90 days since the cancellation. I am requesting you overnight check to lienholder and provide proof with a tracking number, check number, institution check written from, or refund the money owed directly to me with proof of a tracking number and an overnight parcel with the same information requested above.

  

  Business Response

  Date: 07/17/2024

  **** ********* received the refund from the *****, the warranty company, on 5/15/2024, but our accounting office inadvertently receipted the money as a deposit. This meant it did not show in the system that it needed to be refunded to the bank.When the customer called on 7/8/2024, our office manager, researched the inquiry and was able to figure out where the mistake was made. The refund was sent to Truist on 7/10/2024 in the amount of $2,500. Please find attached a copy of the check.Our General Manager has been in contact with Mr. ********** to apologize and explain what happened. Thank you. 

  Customer Answer

  Date: 07/22/2024

  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.  Too bad it took nearly 90 days and the involvement of the BBB. 
  
  Regards,
  
  **** **********

• Initial Complaint

  Date:07/12/2024

  Type:Service or Repair 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.

  I PURCHASED A CAR FROM THIS DEALERSHIP AND IT WAS THE BIGGEST MISTAKE OF MY LIFE! GABRIELLA THE SALES WOMAN I WOULD GET MY PLATES BEFORE MY TEMPOARAY EXPIRED AND SHE LIED AND THE ENTIRE DEALERSHIP IS IGNORING ME! I NOW CAN'T DRIVE OR PARK MY CAR BECAUSE THE POLICE WILL NOT ONLY PULL ME OVER BUT IMPOUND MY CAR BECAUSE OF THIS CAR DEALERSHIP! SOME GUY EVEN ANSWERED THE PHONE AT **** OF GREENWICH AND EXPRESSED HOW MUCH HE COULD CAR LESS!

  

  Business Response

  Date: 07/15/2024

  Our General Manager has spoken with the customer about her plates – the dealership was able to have NYS DMV put a rush on them, and expect to have them by Thursday, July 18th.  Our GM will call Ms. ********* once the plates arrive. Thank you. 
  

  Customer Answer

  Date: 07/17/2024

  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. 
  
  
  
  Regards,
  
  
  
  ****** *********
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/09/2024

  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 July 1, 2024, I called **** Greenwich to schedule service for replacing a tire that had developed a bubble. The woman who answered informed me there was an appointment available on July 2, 2024. I inquired about the options for dropping off the car, shuttle to the train, and pick-up and drop-off services. She said she needed to speak with a service specialist and would call me back right away.
  
  After not receiving a call back for several hours, I called again and left a message with my name and number when nobody picked up. Despite waiting several more hours, I still did not receive a callback. I called once more and, again, nobody picked up, so I didn’t leave a second message.
  
  On July 2, I called **** again and was informed there was an appointment available on Wednesday at 7 am. The representative asked for the tire size and make to ensure they had the tire in stock. I explained that I was in my office and would need to call back with that information. I asked a friend to take a picture and send it to me, which she did. I then called **** back and provided the information. I was told that if there was an issue, I would receive a call back; otherwise, I was expected at 7 am.
  
  When I arrived at the dealership at 7 am on July 3, I was informed that the tire was not in stock and would need to return when in stock.
  
  I spoke to **** again on July 8 and was told I would receive a call back about replacing the tire. However, I have still not received any callback. I am particularly concerned because driving with a bubble in my tire is dangerous.
  
  Summary of Issues:
  
  • Lack of communication and follow-up from the service department.
  • Miscommunication regarding the availability of the tire.
  • Inconvenience caused by multiple calls and the need to reschedule.
  • Continued lack of response even after multiple follow-ups, leading to potential safety concerns.
  
  Desired Resolution:
  I expect **** Greenwich to improve their communication and follow up with the repair.

  

  Business Response

  Date: 07/17/2024

  Our General Manager has made several attempts to contact Mr. ******** directly to schedule an appointment to have his vehicle repaired. We apologize for the inconvenience that this has caused, it’s never our intention to expose our clients to a breakdown in communication when handling their service requests. Our dealership was one of the 15,000 dealerships that was affected with *** ****** outage and at that time, we were unable to check parts inventory and/or order new inventory to complete repairs. We should have explained that to the customer.We will continue to attempt to contact Mr. ********.

• Initial Complaint

  Date:06/21/2024

  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.

  My Problem is ******** ** **** ***** sold me a lemon.
  7/2021 I purchased an **** from Robert C. The car I recieved I told Nick and Robert I did not want. So they promised me a wrap for my car that I have yet to recieve. I take delivery of the car under false promises and start paying 2000 a month for car and insurance. Since I leased the car till present day my car has been in service more times because it is a lemon. My file of repairs are repairs you expect from a car with 200k miles not a new lease. I want to relinquish this vehicle, recieve all my money back, and an option below invoice purchase on any other ******** from new country.

  

  Business Response

  Date: 06/28/2024

  Due to the age and mileage on the customer’s vehicle (took delivery on 7/21/21 and has approximately 35k miles), he is past the point where he qualifies for a buyback or trade assist. The dealership has offered to help and assist in multiple ways, but we are not able to simply buy the car back and refund his money. The vehicle is currently at the dealership for a check engine light and are performing the repair under warranty. The customer had hired an attorney to represent him against ***** to which was settled for $3000. This matter really lies with *****, not our dealership. ***** has denied his buyback request. 

  Customer Answer

  Date: 06/28/2024

  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. All complaints have been since purchase and every major repair done should have never been done at 0 to 30k... and I kept complaining and in good faith I trusted your service department that kept saying keep driving we don't have anything from ******** yet. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:06/11/2024

  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.

  I have been trying to obtain the GAP refund on vehicle that was paid off early. The vehicle was paid off on 12/13/2023, I contacted as you can see from the email attached on 1/30/24. Was told it would take 6-8 weeks. Its now June and my follow-up emails monthly to ******** have not been answered.

  

  Business Response

  Date: 06/14/2024

  We apologize for the delay in the cancellation of the GAP insurance policy and poor communication from our staff. Please find attached a copy of the refund check, which has been mailed. The dealership has been in contact with the customer to advise him of the refund. Thank you. 

• Initial Complaint

  Date:06/08/2024

  Type:Billing 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 June 6m 2024, I purchased a used Mercedes C300 (VIN *****************) for the negotiated price of $27,700, with $15,000 down payment, plus $2000. trade-in.
  
  While financing ~14,000.00 outstanding balance, more that $7000.00 in service contract were added on without explanation and without agent providing a summary of these charges.
  Contacted Mercedes on June 8, 2024 - Finance Dept. closed.
  
  Billing adjustment requested to remove the unwarranted charges.

  

  Business Response

  Date: 06/25/2024

  The dealership offered a full refund for the extended warranty, but after reviewing all options with Mr. *******, he has decided to keep the coverage. Thank you. 
  

• Initial Complaint

  Date:04/26/2024

  Type:Billing 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 dropped my vehicle off on 3/19 in response to an Insurance Claim that required body work. I also needed a battery. As a result of a vehicle accident, assessment of undercarriage damage was required. It was explained to me by Alexey, my Service Advisor, that the diagnostic & assessment would be performed by the dealer & that car would be transferred to ******* for the body work completion. I was asked all of the problems with the vehicle and I explained the car is drifting. I accepted the recommendation, and paid for an alignment I was told was needed, the battery was replaced & Alexey said my car would be transferred to ******* the next day. I received an invoice that was higher than we discussed for diagnostic charges, it was explained that the cost would not be passed to me but included in the Insurance claim as it was an assessment or damage. I reminded Alexey of our discussion, and my car had not been transported to the body repair shop, a few days had passed so this was concerning. Alexey had not arranged the pick up until 3/25. I received an invoice for the work from *** on 3/22 which was over $1,700, the invoice was updated on 3/29 to $1,314.71 which included the cost for an alignment, a charge it appears I did not need to incur as another alignment was completed by *******. My car was ready for pick up on April 11th. I paid the invoice with *** on 4/9 and paid my $500 deductible to ******* at the pick up on 4/11. I quickly discovered items that are no longer working: the microphone, the remote does not unlock the door when near the front door sensors, & an Emergency Call Malfunction error now appears. I've requested to speak with Nick, Alexey's manager to discuss this further on 4/15. I requested to speak with Nick and Luke on 4/17. On 4/20 I stopped in to *** Mainline and a very polite *** employee took down my information for Luke. I have not received a call. ******* has also reached out to connect me to the leadership team at *** Mainline.

  

  Business Response

  Date: 04/30/2024

  On 03/19/2024, Ms. ********* dropped off her vehicle as it was in an accident and had body and mechanical/electrical issues. After a detailed inspection by one of our qualified technicians, we reached out to Ms. ********* with recommendations of work to be performed; she authorized of three items suggested to her (please see RO ******). Our Service Department carried out the approved work and our Service Advisor reached out to ******* (certified body shop) for the body work. During this process, the Service Advisor also contacted the customer’s insurance company to get the body work approved. 
  
  On 03/25/2024, the vehicle was transferred to ******* for completion of the insurance claim and as part of our internal process, we opened RO 609088. We had to wait for approval from the insurance company prior to sending it to the body shop, which is why there was a six-day time period between drop off and transfer to *******.  
  
  On 04/11/2024, work was completed at *******, which included an additional alignment which was required due to the component repairs following the additional work completed and approved by the insurance claim. The vehicle was back at the dealership and our Service Advisor reached out to Ms. ********* to advise her that her vehicle is ready, and she came the same day to pick up the vehicle. The $1,314.71 was the total amount paid by the customer on 04/09/2024 to cover the repairs approved on RO 608691 which were unrelated to the insurance claim (billed on RO ******).
  
  On 04/15/2024, Ms. ********* reached out again sharing her concerns about the emergency malfunction light. Our Service Advisor informed her the cause for the malfunction and suggested to bring the car to the dealership so we can take care of the issue. Ms. ********* requested to talk to our Service Manger the same day and the next day Ms. ********* requested to speak to either our Service Manager or Service Director. Our Service Manager called Ms. ********* but was not able to connect with her directly.  
  
  As of 04/29/2024, our Service Manager has been in touch with Ms. ********* and now we have an appointment set for her to come on 05/01/2024. As a gesture of good will, the dealership is willing to refund her the cost of the alignment ($239.00) or use it as a credit towards any new repair work that is needed. 
  
  Thank you. 
  
  

• Initial Complaint

  Date:04/16/2024

  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.

  *** ** *** ******** received an insurance job from ******* ********* around February 2024. The vehicle they received was a 2019 *** 530i insured by ***** Insurance company. I was very specific with the auto body shop in terms of the damage that was done to the vehicle. I reported the car being vandalized to *****, ******* and *** ** *** ********. The main target of the vandalism was mechanical and electrical. *** ** *** ******** did not return my calls, they were deceptive in their write-ups regarding the vandalism to the vehicle and did not repair the vehicle to *** standards nor did they provide the pictures and video I requested of the vandalized parts. I took it for a second option which was ****** *** in New Jersey, and that dealership found many things that were missed due to vandalism including smelling antifreeze which was a part of the vehicle that was vandalized. *** ** *** ******** refused to return my calls, refused to work with me and I also contacted *** of America due to deceptive practices which I would deem as fraudulent in nature. For example, the mechanic that worked on the car stated that the vandalism was wear and tear on the vehicle rather than vandalism and there is a clear difference. The vehicle is not in good working condition, the mechanical problems which were due to vandalism are still damaged, electrical issues did not fix themselves and I don't know how to fix them myself which is why I purchased insurance and took it for repairs. *** ** *** ******** needs to ensure that they work with ******* ********* whom I also reported to have a rental ready for me and for my vehicle to be repaired as it should have been, not lie and state that it is all wear and tear which is easy for them to do but I would expect more professionalism and honesty from such a well known brand. They caused me significant hardship as the car is not safe to drive and I have a seven year old that I drive to school each day and it is dangerous.

  

  Business Response

  Date: 04/22/2024

  On 02/05/2024, *** of the Main Line received a ******** towed to us through ******* Collision. Unsure as to whose vehicle or which ******* it came from, we contacted their rep and opened an RO (******, attached) on 02/05/2024. Our Service Advisor was informed about the potential vandalism, and that we should perform an inspection and a provide a detailed diagnostic on the vehicle. One of our qualified techs performed the inspection and we sent the detailed report (****** diagnostic detail, attached) to *******, which included both immediate and recommended items which were due for repair work. At the request of *******, the vehicle was towed back to their facility on 02/13/2024. 
  
  On 03/01/2024, we were contacted again by ******* authorizing two of the repairs to be performed on the vehicle (see email chain). We opened a new RO (******, attached) and performed the approved repairs. Repairs were completed on 03/05/2024 and communicated to ******* that the vehicle was ready for pickup. ******* approved release of the vehicle from *** of the Main Line to the vehicle owner. Up until this point, we were directly communicating with ******* and the insurance company and had no communication with the customer. 
  
  Ms. ********* along with her husband picked up the vehicle on 03/05/2024, they inspected the vehicle and took delivery. We informed ******* on 03/06/2024 that the vehicle was picked up and closed the RO on 03/08/2024 after receiving the insurance payment.
  
  A few things to note. 
  
  - To the claim that the dealership did not return her calls, Ms. ********* called only once on 03/05/2024, leaving a message for the service advisor that was handling the repairs. The service advisor returned her call and spoke to her about her vehicle being ready. Ms. ********* came the same at 5:40pm day to pick up the vehicle. 
  - To the claim of deceptive write-ups, we performed the diagnostics at the request of ******* and noted only those issues that were observed both physically and through a computer software, as most of mechanical and electrical issues are read by the computer. The technician pointed out certain immediate issues that needed to be addressed and recommend a few for future, which is a very normal procedure. However, there was no sign of vandalism, loose wiring, or anything damaged due to vandalism. Any biased diagnostics could lead to facilitating a potential insurance fraud. 
  - We only performed the work that was approved by *******, which was replacing the expansion tank, filling the anti-freeze and software programming for the irregular idling. All of this is physical parts being replaced and computer-generated programming of latest software, therefore there is no question or room for sub-standard work.
  - To the claim of not providing pictures and video, these were provided to our customer, *******. They confirmed that it was provided to Ms. *********. 
  - Ms. *********’s claim of smelling anti-freeze due to vandalism is out of context as this was due to the leaking expansion tank and it’s a known mechanical issue which may cause a bad odor. 
  
  We are more than happy to work with Ms. ********* and assist in performing any work required on the vehicle that is paid and approved by her or the insurance company. 
  
  
  
  

  Customer Answer

  Date: 04/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21585294, and have determined that this does not resolve my complaint.  The statements made by *** are incorrect and misguiding. ***** approved repairs and ******* provided their version of what they said I reported which was and is incorrect. Due to the mechanical and electrical vandalism I only reported what I observed and requested a thorough investigation by ***. *** was also notified via their website in 2023 prior to the 2024 vandalism that threats and violent actions were taken against me, my home, and continue - I can share that report and case number for your records. I feared my vehicle would be vandalized and took precautionary steps to ensure the dealership financial company and insurance were notified if my vehicle were to be harmed in any way and I’ve documented significantly as I anticipated a response which does not accept responsibility and has left me with a vandalized vehicle which was also evaluated by another *** dealership and many aspects of the *** of mainline evaluation which they stated were simply all attributed to “wear and tear” are in fact issues and destruction due to vandalism not wear and tear. I requested pictures, videos and the replaced parts for the car, via email and left several messages which were unanswered and unreturned. Based on my ******* call log i made many calls to the *** dealership and I would be happy to share that with the dealership, BBB or any other law enforcement agency. I would be happy to share that with the dealership, BBB or any other law enforcement agency. Also, when I picked up the vehicle from *** of mainline nobody inspected the car with me and I documented that I was unable to inspect and ask questions after pickup, unlike *** to do that. Additionally, a few days later many of the electrical and mechanical issues attributed to vandalism rather than wear and tear remain and to validate that even repairs weren’t appropriately completed the shop foreman at the *** dealership in NJ that looked at the vehicle on March 28th diagnosed an antifreeze smell which again should not be there if the repairs to my car were completed at the *** standard, they also did a key diagnosis and found many issues you did not even touch on all attributed to vandalism.   With the missed issues and smell of antifreeze still to this day, that is not quality work, if expansion tank was properly replaced and system checked then I should not smell burning antifreeze.I am offended and impacted by the carelessness of the response provided to the BBB as well as the lack of accountability. Please allow me to remind you to date I drive a vandalized vehicle which I deem as dangerous due to the mechanical and electrical damage attributed to violence. Please allow me to remind everyone I have a seven year old special needs son that is in this vehicle with me consistently and our lives are dependent on the work and appropriate repairs of violent vandalism and as of today we are taking a risk each time we have to be in the vehicle to go to school and doctors visits. Should it be assumed that the carelessness of *** should be ignored if me and my son are harmed by the vandalism to the car or worse yet lose our lives? 
  
  Regards,
  ***** *********