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

  
• 

  Mercedes Benz of Palm Beach

  4000 Okeechobee Blvd West Palm Beach, FL 33409-3202

  
• 

  New Country Mercedes-Benz

  1 Weston St Hartford, CT 06120-1500

  
• 

  Euro Motorcars Germantown

  19750 Germantown Rd Germantown, MD 20874-1218

  

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:04/16/2024

  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.

  My vehicle was dropped off March 14th for service. Service has not been performed- keep getting a run around in what is happening. Was told I would get a loaner vehicle so I can go to work and do my job. Have yet to receive any loaner etc. Went in person to discuss plan and was turned over to sales team to try and sell me a new car. My car is still under warranty.

  

  Business Response

  Date: 04/17/2024

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

  Customer Answer

  Date: 04/22/2024

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

• Initial Complaint

  Date:03/13/2024

  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.

  My 2019 **** was sent for repair on 1 /25 because the rear passenger window was not functioning properly. It was still under manufacture warranty. I was told the software needed to be updated, and the warranty doesn't cover software issue. Therefore I paid $428.79 for it.
  
  However, the problem was not fixed and required second appointment on 2/7 for further inspection/repair. The technician found out one of the screws was loose, which is the root cause of the window issue. It is most likely due to flawed manufacturing process since this vehicle has never been involved in any accidents or repairs on that door/window. Hence, the screw issue should be cover by the warranty.
  
  The service representative, Christopher V************, refused to refund my payment for software, and promised me that he will help seek for compensation regarding this issue. Then he stopped answering or returning my phone call & voice messages. I also wrote an email to him and included his supervisor, John D********, which got no response either.
  
  It's frustrating that they can't keep their promise and basically ignored my messages. Please help get this settled. Thanks.

  

  Business Response

  Date: 03/14/2024

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

  Customer Answer

  Date: 03/15/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thanks for the assistance.  
  Best regards, 
  
  ******* *****

• Initial Complaint

  Date:02/26/2024

  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.

  The complaint is against:
  
  Ferrari of Naples
  11291 Tamiami Trail North
  Naples, FL 34110
  Phone: (239) 256-1400
  Website: *************************************** Transaction Date: 10/23/2023
  Amount Paid: 229,991.00
  Payment Method: Personal Check or Bank Debit
  
  The salesman, Brian, falsely represented the value of the car. He showed us a fraudulent window sticker that was in the glove box of the car and it represented a much higher dollar original price. He represented it as “the original window sticker” and “original value” of the car we purchased.
  
  We still have the original window sticker he gave us.
  
  The price of the used car was negotiated based on what he represented the original cost of the car to be via this window sticker.
  However we found out that the window sticker and owners manual were for a totally different car when we returned in January. We reached out to the GM, Helder, and he claims it was an "honest mistake" and that we should have picked up that it was a false window sticker. However, we did not study the details of the window sticker---only the price.
  
  In short, we were overcharged more than 30,000.00-40,000.00 because of his unethical and fraudulent tactic. We either want refunded a minimum of 30K or to return the car for a full refund. I have all the documents in my possession including the original "fraud" window sticker.
  
  
  
  ****** ******** **** ********* *** ******* FL 34113

  

  Business Response

  Date: 02/27/2024

  Upon thorough review of all the paperwork associated with the customer’s purchase from four months ago, including the sales agreement which was signed, and any other relevant documents, the dealership has confirmed there is consistency in the pricing information provided during the entire sales process. There were no discrepancies that would suggest false representation of the price of the car. 
  
  However, during the delivery process, there was a discrepancy with the owner’s manual, which included a Moroney label intended for a different model, that was inadvertently placed in the glovebox, and acknowledge that this may have caused confusion during the delivery of the vehicle. Ensuring the accuracy of all documentation and information provided to our customers is a top priority, and apologize for the oversight in this matter. Immediate steps were taken to rectify the situation and mailed, which receipt has been confirmed, that accurate manuals has been provided to the customer.
  
  We appreciate your understanding.
  
  

  Customer Answer

  Date: 03/01/2024

  ********** *** ****** ************* *** ****** ********Yes, the fraudulent window sticker is attached.  It was with the car from the time we we first were shown the car up until delivery.  This is what the dealership salesmen represented was the original purchase price----this we now know is totally false.  The real value of the car we were sold was significantly less.   

  The car was used so I cannot tell you the exact value.  We were provided with documents in the form of a fraudulent window sticker that was in the car and discussed with the salesmen that represented the original value of the car was 300K.  However it was misrepresented and we now know this was a false representation. 

  The actual car we bought was only worth about 220K at the time is was new according to research.  By only providing the overvalued price by proof of an incorrect window sticker, they unfairly made us feel we got a fair deal on a car that was originally worth 300K.  They represented that the car had depreciated from the original 300K price over 5 years and that 220K was a fair price.  However the truth is that the original value was not 300K but only 220K and they charged us the same for a 5 year old car as it was valued at brand new.  It was a gross misrepresentation---what they did was the actual definition of fraud.  

   

  

  Business Response

  Date: 03/07/2024

  The attached “window sticker” included in the consumer response is actually a Monroney sticker which is only relevant for new vehicles.  It describes pertinent information for a particular new vehicle.  In regards to pre-owned vehicles, we never rely on Monroney stickers to be 100% accurate as it’s possible that something has changed with the vehicle during the previous ownership.
  
  Regarding the accusation of “fraud”, we absolutely deny that any fraud has occurred.  After a thorough review of the timeline of events, text messages and service communications, between the salesperson and both ***** and ****** ********, it is clear that the Monroney sticker was never discussed or reviewed during the transaction.  However, during the sales process, there were several other new and pre-owned vehicles discussed.  One such vehicle was a new 2023 Portofino M with an MSRP of $330,000 but that vehicle had the wrong interior.  Perhaps there was some confusion and that’s where the consumer got the “300k” value from.
  
  As far as the comments about vehicle pricing are concerned, pre-owned vehicle pricing is set by the market.  In the Ferrari world, it is not uncommon for pre-owned Ferraris to sell for a significant amount over the original MSRP.  In many cases, pre-owned Ferraris are listed for sale for tens of thousands, hundreds of thousands and even millions of dollars above their original MSRP pricing.
  
  

• Initial Complaint

  Date:02/20/2024

  Type:Sales and Advertising 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.

  My husband and I signed a lease for a gx460 on 1/24. This is our 3rd lease with Lexus and consider ourselves loyal customers. The next day when the lease was signed several optional coverage items were added on. My husband had already added on a protective coating to the the car . After consideration, these optional items seemed unnecessary (with the exception of the maintenance service package). I called the sales manager Jamie R**** to discuss the options of removing it. He told me it would be up to his manager and he really didn’t know how to resolve it.. I called Lexus and reviewed my contract and found out I had 30 days to cancel it without a penalty. I also saw the same 30 days applied to my contract.
  
  We went in to the Westport dealership the next day and told the business manager Dondre C***** we wanted to cancel and revert to the lower monthly payment. We we were told after we cancelled the optional coverage that would not happen and rather the extra money would be added back to the equity of the car. We discussed this is not what we expected nor wanted . We Called Lexus financial services and found out the contract had to be redone by the dealership and called back a second and third time after leaving the office to have them look into it.
  
  The next day (2/20) I was called and informed that we needed to redo the contract at the same time as the cancellation and now that it was already “modified “ by cancelling the optional services -it was “too late” and “nothing can be done”. Both my husband and I made it very clear that we wanted both things worked on and yet the correct procedure was not followed and now are being told “nothing can be done about it”.
  
  At the time of this review, we are still within the 30 day period and believe the contract should be redone. This experience with Lexus has been very disappointing . I would rather take my business to another car brand and would discourage any of our personal contacts to turn to Lexus.

  

  Business Response

  Date: 02/26/2024

  Our General Manager has discussed this directly with the customer and they have agreed upon a resolution that is satisfactory to both parties. Thank you. 

  Customer Answer

  Date: 02/26/2024

  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:02/07/2024

  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 car was purchase from the company 6/30/2022.
  First, warning signs appeared saying "Fording is not possible, service required." several times, prompting me to take the car in for maintenance on July 21st, 2023.
  
  Next, the ambient light features stopped working. I brought the car in on September 18th, 2023. They couldn't fix it immediately and informed me that they had to order a part from Germany. I brought the car in again on December 20th, 2023. After a w**k, they said they n**ded to order another part. In the meantime, while driving on the highway, a warning sign indicated that the hood was open. I had to stop, press the hood shut (although it looked fine), and continue driving.
  
  I brought the car in again on January 24th, 2024, for the same problem. After another w**k, the service team left a message saying they had to harvest a connector from another part of the wiring harness to fix it instead of replacing the entire body harness. Its ambient light is now working, and it was ready for pickup on January 30th, 2024.
  
  However, while driving home, the warning sign for the hood being open appeared again, and then suddenly stopped later. The next day, February 1st, 2024, while waiting at a traffic light, the car wouldn't move because the transmission had shifted to neutral without my knowledge. I was confused but managed to continue driving. Later, while making a left turn at a crossroads, the car abruptly stopped, all the red warning lights flashed on the dashboard, and I lost control. After restarting the car, I was able to drive home, but it was the scariest moment of my life.
  
  On February 2nd, 2024, I contacted the company, and they towed my car away for inspection. They still couldn't tell me what was wrong with the car.
  
  The sticker price of the car was over 160K and I paid a premium to the dealer an additional $50K. (They called it for market price adjustment)
  
  They said I can trade in my car for 130K without considering the premium. They say that If I want the same new car then I have to pay another premium, I don't think it makes sense to me at all.
  Also, The car got worse and worse each time it went to the service. They messed up my car.

  

  Business Response

  Date: 02/09/2024

  Customer took delivery 06.30.22.
  
  The vehicle came in 07.19.23 @ 7,078 miles. The customer had a complaint of the cluster message stating: Fording not possible, service required. The tech performed his inspection and performed Teach-In process for the engine cooling air flap on the left actuator motor. According to paperless data, Teach-In process successful.
  
  The vehicle returned on 09.18.23 @ 8,085 miles. Customer was complaining of ambient lighting being inoperative. The vehicle was diagnosed as n**ding a wiring harness for the ambient lighting. The part was ordered on 09.20.23.
  
  On 12.20.23 @ 8,504 miles the vehicle returned with complaint of ambient lighting being inoperative and to have the special ordered part installed. After disassembly of the instrument cluster to install the wiring harness the tech determined that an incorrect part was sent. The updated part was ordered 12.20.23
  
  The vehicle came in 01.24.24 @ 8,647 miles to have the special ordered wiring harness installed to repair the ambient lighting malfunction. After the harness was installed and tested, the tech performed some roadtest to verify the repair and found the issue no longer existed. No other fault codes were present at that time.
  
  The vehicle was brought in 02.02.24 @ 8,697 miles and is here currently for us to diagnose a hood open message in the instrument cluster and an intermittent loss of power and cutting off. We have inspected the car for the conditions she described. There are no fault codes stored related to her complaints. We have had shop foreman involvement in assisting the technician with diagnosis. A shop foreman has also performed an overnight roadtest in an attempt to reproduce the conditions. This customer’s vehicle has b**n operating normally as designed while in our possession.
  
  Our Service Lane Manager has spoken with Ms. L** regarding the issues she’s described has talked with her about the various service visits she’s had. The fording malfunction and the ambient lighting failures she experienced are now no longer present. They also talked about what she was doing while driving her vehicle when the vehicle lost power and cut off. The phone call ended on a positive note and they agr**d to talk again later today after her G550 has b**n driven again in attempt to reproduce her complaints.
  
  

  

  Business Response

  Date: 02/22/2024

  There was no discussion regarding price because we do not have the vehicle that the customer is looking for. We are unable to duplicate any issue with the car, however, if she would like to come in to discuss the possibility of purchasing one of the vehicles that we do have or vehicles that are scheduled to arrive, we would be happy to. We will provide fair market value for her car and sell her a car below fair market value, which may be above or below MSRP, depending on the vehicle.  
  
  

  Customer Answer

  Date: 02/22/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21262096, 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.]
  

  Their response remains consistent, and mine aligns as well. I want to emphasize that I'm specifically interested in acquiring the same G-class model without any market adjustments, utilizing the blue book trade-in value. If they don't have one in stock, then they must order one for me. I'm not willing to visit the dealer to hear the same story again. However, if they are willing to sell me the new G-class (excluding limited editions) for the MSRP price, then I'll consider visiting, unless it proves to be a waste of my time.

  Regards,
  
  
  
  ***** ***
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:01/31/2024

  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 own an 2019 LC500 and I went to the dealership to replace my break pads. Afterwards I notice that they curbed my front right wheel BADLY almost completely around the whole wheel. Not only that but the caliper pin wasn't installed correctly and fell out while I was driving causing further damage to the wheel and chipped the power coat on the break caliper.
  
  After the dealership realized what they did, they determined the damage they caused would be too expensive to fix properly and would opt for a cheap fix. They offered to mend the break caliper powder coat with an old can of red paint and their two attempts to fix the curbed rim were laughable and the rim still looks damaged. There is zero quality control and the employees don't care.
  
  There isn't anything else I can do to convince them to do the right thing so all i can do is go to a different dealership. I still feel horribly wronged by them and genially hope they go out of business to save people from this hardship and reward dealerships that care. New Country gives Lexus a bad name

  

  Business Response

  Date: 02/07/2024

  Mr. ***** brought his 2019 Lexus LC to Lexus of Westport in August 2023 for a 30k service and an issue with the seat. The vehicle was purchased pre-owned from a dealer in Texas. The parts for the seat were ordered and once received (two days later), the repair was made, but there was still an issue with the seat, and it was remedied two weeks later.
  
  The customer then returned on November 20th for an issue with the brake caliper and upon picking up the vehicle, he noticed road rash on one of the wheels. The dealership repaired the wheel as a gesture of good will; however, the customer was not satisfied with the repair so it was sent out again to get it fixed. Mr. ***** picked the vehicle up a week later, inspected it in the service drive, and seemed to be happy with the second repair.
  
  Now seven weeks later, the customer is looking for the dealership to replace the wheel and replace the caliper. As another gesture of good will, we offered to touch up the caliper, but he wants a new wheel and to repaint the caliper which is not a reasonable request.
  
  

  Customer Answer

  Date: 02/13/2024

  Firstly, I would like to clarify that my car was purchased as a Certified Pre-Owned vehicle from a reputable dealer in Texas, and not merely as a pre-owned vehicle as mentioned in the dealership's response.
  Regarding the issues with the seat, their statement is inaccurate. The repairs were not satisfactorily completed on the first attempt, and I had to bring the vehicle back multiple times, each time resulting in further complications and damage to the seat. I have evidence supporting my claim, including documentation and photos, which I am more than willing to provide.
  As for the brake caliper incident, their response seems to downplay the severity of the issue. The caliper pin was not installed correctly during the brake pad replacement, leading to a significant chip in the red powder-coated caliper. It is crucial to note that powder coat cannot be effectively touched up; the only appropriate remedy is to strip and recoat the entire part, which they have refused to do.
  Contrary to their statement, I never expressed satisfaction with the wheel repair. Instead, the wheel was sent out twice, and now the paint is chipping off, making the entire wheel look unsightly. I am not aware of where they sent it for repair, but the result is far from acceptable.
  Their assertion that providing a subpar repair as a "gesture of goodwill" is reasonable is disappointing. As a customer who invested in a luxury vehicle, I expect the dealership to uphold the highest standards of quality and craftsmanship. It is disheartening to witness a disregard for the damage caused and a reluctance to rectify the situation appropriately.
  I am not seeking unreasonable requests but rather a fair resolution to the damages inflicted on my vehicle due to the dealership's negligence. I request that Lexus of Westport takes responsibility for the poor service, rectifies the damages appropriately, and upholds the standards expected of a reputable dealership.

  

  Business Response

  Date: 02/21/2024

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

  Customer Answer

  Date: 02/26/2024

  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:11/19/2023

  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 traded in a 2020 ******** *** *** on May 31, 2023 for another ********. Since the beginning of the month of June, I was calling the dealership to start the process of getting a refund for the unused portion of the extended warranty and service contract. After many attempts to get in touch with the Finance Department or Business Manager (Barry Bowman), he finally returned my call and I Filled out the paperwork on June 26, 2023. After I send him the document on that date, I been in communications with him a a few occasions via email about the status of the refund. He had giving me the run around saying that he needed to check with accounting and other excuses. I believe that waiting Five months for that refund is excessive and unfair to me. I need your help in resolving this matter.

  

  Business Response

  Date: 11/22/2023

  The dealership has issued the refund and the check will be mailed to the customer. Thank you.

• Initial Complaint

  Date:11/17/2023

  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 have been paying all sorts of money to the dealership including a $2000 Recall payment out of pocket and the dealership won’t give me my keys or car after I payed for a tow truck driver to pick it up they made him leave the dealership without my car and I payed for it

  

  Business Response

  Date: 11/20/2023

  Mr. ***** ***** towed his 2007 *** ***** to New Country *** on 10/19/2023, with a request to diagnose a no-start concern he was experiencing. We completed our diagnostics per his request and quoted him for the necessary repairs, to which he declined. He has since stored his *** at New Country. His vehicle is available for removal, he must first pay his open invoice for the diagnostic work completed at his request. Any attempt made by New Country to collect the past due balance has been unsuccessful. To date, New Country does not have record of any out of pocket expenses related to any work that is on recall with *** USA. 

  

  Business Response

  Date: 11/20/2023

  Mr. ***** ***** towed his 2007 *** ***** to New Country *** on 10/19/2023, with a request to diagnose a no-start concern he was experiencing. We completed our diagnostics per his request and quoted him for the necessary repairs, to which he declined.He has since stored his *** at New Country.His vehicle is available for removal, he must first pay his open invoice for the diagnostic work completed at his request. Any attempt made by New Country to collect the past due balance has been unsuccessful.To date, New Country does not have record of any out of pocket expenses related to any work that is on recall with *** USA.

  Customer Answer

  Date: 11/27/2023

  I have recently made the payment to get my car out of the dealership because I didn’t want my car there anymore. They did not fix the original problem I had with my car, I think it is unfair they also had me pay for an expensive recall out of pocket. After fixing the recall an getting the vehicle back in my possession the same issues came up immediately, an I was told I can bring the car back for a free diagnostic that I then had to pay for unexpectedly when they turned down the tow truck driver I had paid for. I think it’s fair to say after spending a lot of money it is unfair treatment to the very own customer.. thank you! I appreciate all your help! 

  

  Business Response

  Date: 11/27/2023

  Mr. ***** ***** has paid his invoice for the work he requested, was quoted for, and subsequently declined proceeding with. He has since removed his vehicle from New Country. His current no-start concern and pending repairs are unrelated to any prior repair work performed by New Country BMW, and / or recall work performed.He has not incurred any out-of-pocket expenses for any repairs covered by *** recall. 

  Customer Answer

  Date: 12/01/2023

  I have reviewed the response made by the business in reference to complaint ID ********

  Customer Answer

  Date: 12/04/2023

  Please review the attached showing the recall repair that i was charged for.  Also, I still have the same issue and they want to charge me again to fix it.

  Customer Answer

  Date: 12/04/2023

  Please review the attached showing the recall repair that i was charged for.  Also, I still have the same issue and they want to charge me again to fix it.

  

  Business Response

  Date: 12/08/2023

  The components in the invoice attached from Mr. ***** *****, have never been on recall from ***** for the 2007 *** ***** bearing the vin number: *****************.We have attached a campaign summary from *** North America that shows any and all recalls that have been open and performed on his 2007 *** *****. There are currently none open.The out-of-pocket expenses incurred on the invoice in question (Invoice ******) were for repairs requested and approved by Mr. *****, and the result of a diagnosis performed on invoice ****** for a no-start concern, in May 2023. (Invoice attached)Important note, on RO 521212, we completed the only open recall on his *** at the time, and as shown in the invoice, he did not incur any out-of-pocket expenses for that repair.

  

  Business Response

  Date: 12/08/2023

  The components in the invoice attached from Mr. ***** *****, have never been on recall from ***** for the 2007 *** ***** bearing the vin number: *****************. We have attached a campaign summary from *** North America that shows any and all recalls that have been open and performed on his 2007 *** ****** There are currently none open. The out-of-pocket expenses incurred on the invoice in question (Invoice ******) were for repairs requested and approved by Mr. *****, and the result of a diagnosis performed on invoice ****** for a no-start concern, in May 2023. (Invoice attached) Important note, on ** ******, we completed the only open recall on his *** at the time, and as shown in the invoice, he did not incur any out-of-pocket expenses for that repair. 

• Initial Complaint

  Date:11/15/2023

  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 towed to the dealership on 09/18 and when I picked it up on 10/13 me and my husband were first advised by the service advisor Michael K****** that when the mechanic was changing out the steering lock they broke a piece under his radio and they ordered the part and he will contact me when it comes in. Immediately when we drove the car home we noticed the front bumper was scratched and a traction light popped up on the car. I left Michael a voicemail on 10/14 and he sent me a message on 10/16 advising that the traction light was already there and to send picture of the scratches . Michael begin to argue back and forth with me on whether or not they caused the traction light to turn on . I explained to him that the day the car was towed into the dealership on 09/18 the car was not drivable and the traction light was not on , in order for them to have correctly fixed the car they would’ve needed to touch the steering wheel and that is where the traction is changed . I spoke to the service director mike and he schedule me an appointment to bring the car in on 11/4 at 9:30 am. And again I spoke to Michael K****** , I advised him you are not a mechanic, and I asked him when the car is originally brung in don’t you guys take pictures of it , he said yes I said ok so show me the pictures and I will show you that there were no scratches when it was picked up he then proceeded to say “ that was 3 weeks ago I’m not looking for it “ then proceeded to say “ this is above my pay grade ” and I proceeded to say well why am I talking to to you , I then asked about the part that he advised they ordered since they broke it and he didn’t say anything so I walked away. I contacted the service director again but I was not getting through to him , he left me a voicemail on 11/8 and proceeded to state “ I will have the car looked at but by no means will it be free” my car was damaged by them and they are not taking responsibility . I need these damages fixed , I trusted them with my car and left my car with them for 3 weeks and paid them over $2,000 with most of that being labor , they charged $352x an hour just for them to change out a steering lock ,there should be no reason I picked it up and it had damages this is so unprofessional. Today is now 11/15 and now both the service director and service manager is choosing to ignore my calls , the voicemails corporate has left them to contact me also . My next step will be to contact a lawyer

  

  Business Response

  Date: 11/16/2023

  The dealership has reached out to the customer to try and schedule a time for the vehicle to be brought in to try and resolve the concerns, but they have not received a response. 
  
  

• Initial Complaint

  Date:11/10/2023

  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 car off at the Euro Motorcars Germantown Service Department on a Monday. The reason for the drop-off was for a 100,000 miles check-up. My Advisor was named Chris. I had no issues with him other than the going the extra mile was not there. Detailed information had to be pulled out throughout the entire process. I had to beg for a military discount and inquire about a 3rd party payment options that could assist me in getting more work done than I had originally planned for. Planning became more difficult because of their need for more attention to detail. I never got access to the itemized bill online, which would have provided me with the details up close and the ability to approve and deny recommended work myself and not simply over the phone with Chris blindly. I also would have been able to see what items I could and could not afford and build a plan to get items fixed in the near future before arriving at the shop to pick up my vehicle.
  I called today, which is Friday, because I have to take my son out of town and I knew I would incur fees with the loaner, and my Advisor, Chris, is out. After several calls and some rude lady transferring me to a voicemail. Some other advisor did call me back, but when he called me back, I asked him to send me over the total due today at pickup, and of course, the total due is not what I had discussed over the phone with Chris, my original Advisor. The total due 2,958 instead of 2,500, which is what we discussed. The lack of detail is insane and has lead to inconveniences and confusion. I just don't think staff at this location ensure expectations are clear and needs are met. The prices are high, but the level of detail was extremely poor. I'm not sure what is going on at this location. I don't remember the lack of care and concern to meet customer expectations being so low in the past.

  

  Business Response

  Date: 11/15/2023

  Our Service Manager has been in contact with the customer and they have resolved the concern. Thank you.