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

  
• 

  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

  
• 

  New Country Porsche Greenwich

  241 W Putnam Ave Greenwich, CT 06830-5204

  
• 

  Wide World Ferrari Maserati

  101 East Route 59 Spring Valley, NY 10977-5201

  

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:11/09/2023

  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.

  In September, I brought my car to *** mainline in Bala Cynwyd PA for an engine light! I paid for diagnostic of $455.69 and was told that the motor needed to be replaced to the tune of $30k. Of course, I was not about to invest that much money into this car as it is a 2011 and thought about getting a new one. I even though about a voluntary repo as it would cost way to much money to fix. I called around to some other shops and still the cost was too high. Today, November 4 2023 replaced the “camshaft position sensor” that corresponded with the code and to my surprise, the code is gone and my engine light is off. Why would they quote me $30k do a $30 fix? I called to speak to the manager and request a refund for this diagnostic on 11/07/23 and to date, no one has called me back after leaving several messages. I also emailed several people with no reply. I did not receive the quality service you would expect from a dealer of this caliber. I was not offered a ride home! Even when I drop my wife’s car off at Volkswagen they give me a ride without asking. The advisor was not diligent in getting in touch with my warranty company and told me to call them myself because he could not be on the phone that long. I only got a call to say I needed to pick up my car as the dealer wants cars out and invoices closed before the end of the month.

  

  Business Response

  Date: 11/09/2023

  The dealership has been in contact with the customer and is the process of refunding the diagnosis fee. Thank you.

• Initial Complaint

  Date:11/08/2023

  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.

  I was in a deal with another ******** dealer but reached out to **** ***************** as they were advertising a similar car with the same features but they were closer to me. ***** ****** was my salesman and when I called and I asked him on several occasions, did the car come with the same incentive that the other dealership was offering...2 free years of charging. He said yes on every occasion but at no time discussed a time limit, being charged after the first 30 mins or any other limitations for the charging. I asked him to explain and he continued to tell me 2 years of unlimited charging. I received free charging for a month, after **** ****** got my 5-star review/feedback and received the lien of release and certificate of title for my trade, to complete the transaction. After that I began seeing charges to my credit card for charging my car. I called the vendor, ********* ******* and they told me that my contract was showing 30min of free charge, which is the stipulation sent in to them by **** ***** *************** but was never discussed or disclosed to me because they were wanting to make the sale. When I called **** ***** *************** I spoke a person claiming to be the New Car Sales Manager-James ******. He simply repeated what the vendor told me and said he would look into it and call me back. He never did. Nor did the General Manager, Shihal *****. This dealership told me what I wanted to hear to make the sale and did not make good and sent the contract to the vendor but not to me because they are responsible for paying the vendor for the 2 years of free charging that they promised me. They are liars and I rescind my 5-star rating from them as well as the entire ******** ***** because of their dubious practices. I will never do business with them or recommend any of the several people who are asking me about my EV. (Screenshots attached)

  

  Business Response

  Date: 11/08/2023

  Our sales representative explained to the customer that the two years of free charging is only with ********* *******. The free charging is for 30-minute intervals – the ********* ******* charging stations only take 30 minutes to charge the vehicle.  ****** ***** and ********* ******* are two separate companies; it was NEVER discussed that she would get free charging with ***********.   

  Customer Answer

  Date: 11/08/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   The 30 minute intervals was never mentioned and I never claimed that I was told I could use ***********.  ***** did say only ********* *******, which is the stations I used.  When I called the number after I got the charges while at the ******** ******* station and but on my card it said ***********.  When I called the number they said ****** ***** owns ********* *******.  The dealer is either lying or ignorant as they should know that *********** is charging for usage at ********* *******. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:11/07/2023

  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.

  On October 9, 2023, I ordered all weather cargo mats for my car online from **** ********'s website and included VIN as recommended to confirm that parts fit vehicle. I received a package for someone else and mats. I informed Randy *****, Parts Manager, via email that I received the wrong order and could I ship back to them and for them to provide a label due to product belonging to someone else. Also, I shared that the dealership was more than one hour away from me so shipping back to them was better for me, especially, since they made a mistake. He replied, "looks like your ordered for a **". I followed up with several emails over the next two weeks and no response. Since it was difficult to get someone on the phone, I decided to drive to the store and return the product. Angel was helpful and took the wrong order and said it would take a week for refund. He suggested I order the product on line, while in the store, and select store pick up. Which I did and received the proper mats. I have been trying to get the refund for the product I returned and no one will respond or follow up with an answer. I am uploading a picture of the label attached to the box with the wrong all purpose weather mats.

  

  Business Response

  Date: 11/08/2023

  The customer was refunded as of November 7, 2023. Thank you.  

• Initial Complaint

  Date:10/25/2023

  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.

  Free service A earned with general manager & service manager *** and General Manager who are both no longer at the company. Also, service advisor **** was a witness but is no longer at the dealership either. Turnover at the company for a customer using their services for 11 years and purchases the vehicle from there is unacceptable.
  
  ----
  
  Case: 2-*********** (4/28/23 - Double Oil Diagnostic)
  Phone: 1.800.367.6372,4,4
  Email: *************@yahoo.com
  Phone: 9***********
  
  5/10/2023: Free service A earned with general manager & service manager
  
  10/19/2023: Call 4:20 & 5:06 (discounted on hold both times) by Mercedes Corporate and Codie Phone System was down - couldn't call
  
  Recall issues
  Full details issues
  Waited over a month without vehicle and was sitting there
  
  ----
  Issue started after case with Mercedes Corporate. Services done.
  
  Was told given a full A service credit for all my issues and service and GM were fired or quit. My service advisor left the company and it wasn't put in the system even though they stated it was. False advertisement, not honorable

  

  Business Response

  Date: 11/03/2023

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

• Initial Complaint

  Date:09/23/2023

  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 had purchased a used 2021 **** ******** vehicle from this dealer in June 2023. It's the first time ever purchasing a used car, and will more than likely be my last. When I drove the car off the lot, there were no issues with it. Everything worked perfectly, until I brought it back for a complimentary front brake pad change. I was told upon purchase that there was nothing wrong with the brakes, but they simply wanted me to have new ones since they were a little low, which I did appreciate. I understand well now that there are certified mechanics that work on electric vehicles.
  
  When they gave me the car back, there were a lot of warning signs, including one referencing to check the braking system and others referencing that certain functionalities are not working. I have no idea what was done, but I was told to drive it for a little while and the warnings should go away. That didn't work, and when I contacted a **** dealer regarding the matter, they said that there is a specific way for brakes pads to be changed on electric vehicles and if not followed damage will occur to the vehicle.. I had returned the car back to **** ***** ***, to get the car repaired, which took weeks. Finally they had informed me to take the car back and to send it over to a **** dealership close to me where they could diagnose and repair it. I should have never taken the car back.
  
  It is now September, and the car is still not properly fixed. I was informed a few times from **** ***** *** that while the car is being repaired, they would cover all rental expenses. They did not provide me with a loaner, and thus far they have not reimbursed me for any of my rental expenses.
  
  The only good thing out of this whole mess is that the vehicle is covered by warranty, and all the repairs are completely covered.

  

  Business Response

  Date: 09/28/2023

  Our Pre-Owned Manager, Andre R******, has resolved this directly with the customer and we will be sending a refund check today. Please see attached copy. Thank you. 

• Initial Complaint

  Date:09/20/2023

  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.

  I purchased my 2023 **** ** in May 2023 this years. Initially, their salesman, Michel *******, decided to drill a license plate frame directly into my brand new **’s grill without there even being a license plate yet, and without asking me first. After over a month of back and forth, I had them finally agree to replace the grill. In doing so, their mechanic caused pressure dents on each side of my bumper, near the headlights. I was extremely upset because I recently had ppf (protection film) and ceramic coating applied to the paint. Chris M********* the GM, was refusing to replace my bumper despite this being their error and cause of damage in the first place. Chris was also trying to alter the story and said that I told Michel, the salesman, to drill in the front plate frame initially and claimed we had a conversation about it. Complete lies! I would never allow this on a brand new **.
  
  On top of all of this (when I got my car back that day and saw the pressure dents), I noticed that they scratched the leather on my steering wheel, cause two small paint chips on the edge of my door somehow that were never there before (I took photos of every inch of my car before left it for service) and they also left dirty marks on the fabric up near my speakers inside the car. And guess what - when I brought this up to Bob, the service manager, he said “you’re really pickin’ apart this car man.” (Great attitude right?) I put some leather softener on the steering wheel myself and cleaned the inside. Nothing I can do about the chips so I just let it go. They make you feel as if you’re bothering them if you complain about something.
  
  Back to the bumper - after quite some time discussing what we could do here, Chris had an idea for my car to be sent to a body shop in Mount Vernon (this part happened last week) to see if they could fix the issue somehow rather than installing a new bumper. I wasted half a day going back and forth. Unfortunately, the work they did made zero change whatsoever and did not repair the dents. At this point, Chris is still refusing to have **** replace my bumper. He knows it will be at his expense to pay for the replacement as well as applying new ppf and ceramic coating. He is simply trying to avoid the cost. He claims I will be “unhappy” with the outcome of a new bumper and that the paint and finish won’t come out right - does he think I’m stupid? Body shops do this type of work every day on high-end cars! He also says the dents they caused “are not that bad and won’t diminish the value.” Really??? And he STILL claims that I allowed the grill to be drilled into the front plates. His continuous style of changing the story around and not owning up to his crew’s mistake is extremely deceitful and very disappointing to say the least. I spent a lot of money on this car and I feel as though I have been taken for a ride. I have never had such a horrible experience in my life of owning or leasing a car. I am now stuck with a brand new 2023 ** with dents in the bumper, caused by **** ********* - that **** ********* THEMSELVES are refusing the repair. I beg you all to shop elsewhere and AVOID getting your car serviced here. They do not care about you or your car. I am still trying to figure out a resolution to this, since dealing with them directly is getting me nowhere!

  

  Business Response

  Date: 09/29/2023

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

• Initial Complaint

  Date:09/12/2023

  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.

  I had my *** serviced here for smoke coming out of the exhaust. It was a quoted 7 day anticipated time frame. They had the car for a total 54 days. I called multiple times to get an update on my vehicle and they never once returned my call. Finally 54 days later they called me to update me on the issues wrong with my car and that it was ready. I was hit with incurred loaner fees that weren't previously documented on the loaner agreement form while they had it for servicing. I attached the agreement form.
  Additionally, they completed servicing on my vehicle that totaled over $10,000. They did not update me on uncovered issues before performing replacement on the parts. The car was also just there for servicing on 5/31 before having to bring it back on 6/6 for new issues. Why was the issue not uncovered previously?
  They are holding my vehicle and will not return until cost of fees are paid in full. They will not return any of my phone calls.

  

  Business Response

  Date: 09/15/2023

  Mr. ********** vehicle was brought to *** of the Main Line for a smoking concern that was originally diagnosed as a valve cover. The valve cover was approved by the customer, but when the technician took another look at the vehicle prior to replacing the valve cover, it was determined that the true issue was a faulty turbo. When the service advisor relayed this information to the customer, he asked to speak with our Service Director, T***** G******* regarding coverages or discounts. T***** outlined everything to the customer, and was supposed to follow up with the dealership regarding approval. After not hearing from the customer, our Service Manager followed up with Mr. ******** in T*****’ absence on 7/24 & 7/27. On 7/28, he called back in and he declined the recommendations and apologized for the delayed response as he was out of the country. Our Service Manager questioned who was driving the loaner vehicle in his absence and he seemed confused, stating it was at his house.  We informed him that the vehicle had been used every single day and was currently in Manhattan to which he stated he “knew who was driving it, and would handle it”, and that our loaner car would be delivered the next day. On 7/31, our loaner vehicle was still not returned. On 8/4 we charged the card on file via TSD for 4 days of usage, along with a $35.00 processing fee, plus tax. T***** received a call the next day from someone claiming to be Mr. ********** father, stating that HIS credit card had been charged without his authorization, and that he planned to dispute it.  T***** and decided to leave that transaction alone for the time being, and attempt to collect the loaner violation money directly from Mr. ******** when he came in to pick up. On August 7th, someone drove our loaner vehicle into the service drive during normal hours, gave the key to a valet, then walked out.  Mr. ******** then came to pick up near closing time on 8/11. He at first feigned ignorance at the charges for the loaner, then told ******** that he didn’t have his wallet with him to pay, and that he would return at a later time to settle up and pick up his vehicle.  Our Service Manager called and left a message, sent a text, and sent an email for Mr. ******** stating that the balance owed had been waived and that his vehicle was ready to pick up at his convenience. 

• Initial Complaint

  Date:08/24/2023

  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.

  **** **** **** **** ****** ************* ** 19139
  Email: ****************.com
  Phone: ###-###-####
  Date: July 26th, 2023
  
  Better Business Bureau
  [BBB Address]
  [City, State, ZIP]
  
  Subject: Complaint against *** ****** Engine Repair Service
  
  Dear BBB,
  
  I am writing to express extreme dissatisfaction with *** ****** engine repair service. On [Date], I had my [Vehicle Make and Model] serviced for an engine teardown, costing $6,500. However, the engine malfunctioned shortly after, indicating a lack of competence on *** ****** part.
  
  I should not be held liable for an issue that reoccurred despite their repair. I demand *** **** rectify the engine problem immediately at no cost to me. The initial repair’s high cost and subsequent recurrence is unjust.
  
  I request BBB’s intervention for a fair resolution. Kindly communicate my concerns to *** ****. Contact me at [Email] or [Phone] for updates.
  
  Sincerely,
  Khan Laws

  

  Business Response

  Date: 08/29/2023

  Our General Manager has been in direct contact with the customer and has made arrangements to have the vehicle diagnosed this week. Thank you. 

• Initial Complaint

  Date:08/23/2023

  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.

  On July 7,2023 I drop my car off to New Country BMW because I have not driven my car since January because of my schedule, the battery was completely dead because I could not open the doors with the key manually. I called *** and they sent out a technician. He opened the door and jumped started the battery and said it was low and needed to be replaced. I have platinum service so I’m entitled for a new battery. He stated he didn’t have one. I called *** and they said they will send another technician, the technician was very unexperienced and called for help, the other technician came out open the door and the technician jumped battery for five minutes and said I have to do it from the battery. I told him to leave it on for awhile to charge up because you can’t open anything without power. He opened the hood manually and jumped out the battery and all kinds of sensors fault came on. I called *** and they ask me to get an estimate for the repairs, I drove it to BMW and told them what have happened and they said they can’t find any faults. I said because I drove the car here and they reset themselves. They said ok leave the car all it’s showing is the key is removed, leave the car it will cost $250 and I agreed, I received a text with a estimate and video, I called *** and they said they would review it, I received a call from BMW and they ask what do I want to do, i stated the car claim is under review. I took a settlement with *** to repair the car. I called BMW and gave them the ok. I received a call from BMW that my car was all set. I told them that it takes up to ten days to get the check. When I received the check I went to BMW to pick up my car. I see a bunch of diagnostic fees and a charge for a new battery. No replacement of sensors just reset. For $2955.40 and no gas it said 30 miles to Empty and i left my car with a half of tank where it said 210 miles to empty. I started my car and in 6 seconds it said battery drained. My car not fix

  

  Business Response

  Date: 08/25/2023

  Mr. *********** towed his 2013 BMW X6 to New Country BMW with damage caused by improper repairs performed by ***. The damage caused by *** was quoted as the tail gate latch, and wiring to the latch, he also requested the battery be replaced, the original reason for ***’s involvement. *** agreed to cover the cost of repairs for the damage, and battery, and paid ****** directly. At this time we also confirmed that because the tailgate was not closing correctly it had caused a draw that likely depleted the battery. 

  After initial repairs were made, the vehicle sat for 12+ days awaiting ****** to retrieve his BMW, unfortunately upon pickup the vehicle displayed a new warning for battery discharge.

  Upon diagnosing the new fault for battery discharge, we were able to determine an exterior door handle is intermittently shorting and causing an additional parasitic draw on the electrical system and battery, and required replacement. We quoted the additional repairs, ****** declined. ****** also noted that his engine was knocking, and understands and has acknowledged that it has nothing to do with New Country, or our repairs.
  

  
  

  Customer Answer

  Date: 08/31/2023

  Everything stated is a lie my car was not towed I drove it there and had none of the issues that’s stated except the battery and the latch which they put the old one back on and charge me for because they screwed up. And ****** doesn’t agree with them at all that’s why the complaint was filed and they refuse to turn over the date the battery was purchased 

  

  Business Response

  Date: 09/11/2023

  The customer did drive his BMW after picking it up from service, and did drive it back to New Country to request additional diagnosis. A copy of the invoice and receipt for the battery are attached, both are currently installed in his BMW, and have not been removed.
  
  
  
  

  Customer Answer

  Date: 09/12/2023

  I never had my car towed there i drove it there and ask them to look at the code history, they said everything’s clear because i drove the car, they ask for a $250 diagnostic fee, they said yes it needed a battery, i start the car for 6 seconds and it said battery was drained, i never left the place, i ask what is going on and they said its two batteries i ask was wasn’t it changed and they said it would cost $1100, i said you charge me $1300, then I drove my can one mile and it shut off saying engine malfunction, i told them this when i drop off the car, i had a half of tank a gas and when i pick it up it said empty nothing was change just reset which happens when you drive the car at a curtain mileage they charge me $3000 for driving my car i want my money or fix my car

  

  Business Response

  Date: 09/22/2023

  We have performed all services and installed all components that the customer requested, approved, and paid New Country to have replaced. The new battery, new rear cargo tray cover latch, new tailgate latch, are currently installed in the vehicle. The customer has the diagnosis requested for the additional parasitic draw, where he subsequently denied going further with repairs as they were not the result of ***’s roadside call. Thank you. 
  
  

  Customer Answer

  Date: 09/26/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To the business provided an estimate to fix my car with a video. The estimate was pass on to *** which provided a settlement offer and paid it in full. This was pass to the business. Business did not fix car according to estimates and car did not work properly before leaving the business. The business does not allow you to test vehicle until after you pay for it so you’re signing in agreement out of good faith. Business wants another $2000 to guess what is wrong not fix the car this is such a high tech company that have computerized equipment to do that. Look at the bill it says diagnostic and rest not repairs and I want my car fix or my money back .]
  
  
  
  Regards,
  
  
  
  ****** ***********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/27/2023

  Our original response remains unchanged, the approved repairs were completed and components were / are installed in ******** BMW. The repairs are outlined in pages 2 & 3 of his invoice ****** (attached), which he photographed page 1 of in his response.
  
  Unfortunately ******** BMW does have a separate issue unrelated to the damage caused by ***, the repairs for which would be his responsibility (as noted in invoice ****** – attached). In an act of good faith, and in the spirit of customer service, New Country has completed that diagnosis with ******** permission, at no additional cost to him. He has declined those repairs and abandoned his vehicle on New Country’s property.
  
  

• Initial Complaint

  Date:08/22/2023

  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.

  On July 22nd 2023 we purchased a new **** ** from New Country **** Greenwich. The dealership charged $807 Registration fee and $995 Document Processing fee to file for vehicle registration and plates.
  
  On August 14th I called the dealership to inquire as to the status of the plates and get an extension for the temporary plates if the new ones wouldn't arrive by the expiration date.
  
  Nobody was available to take my call at 10:51AM and I left a voicemail explaining the situation.
  
  With no callback I subsequently reached out again and left messages at the following times:
  Monday at 1:30pm, 2:00pm
  Tuesday the 15th at 12:18PM, 1:27pm
  Wednesday 1:46pm
  
  On Tuesday I was told by a sales person to email the DMV clerk [email protected] which I did at 1:35pm.
  
  It is now the following week, no callback, and the plates are expired. This morning I was pulled over and issued a verbal warning by the Fort Lee PD for driving on expired plates.
  
  I am requesting resolution of this situation in a form as required by local and state laws so that the vehicle is legal to drive.

  

  Business Response

  Date: 08/23/2023

  Our General Manager, Chris M********, spoke with the customer and apologized for the delay in getting his plates before his temp expired. The dealership has asked the NJ DMV to expedite his plates and will have an update for the customer on Friday. Thank you. 
  

  Customer Answer

  Date: 09/15/2023

  Based on our conversation yesterday, it's clear that the business lied to you and me when they said the delay was a "DMV Backlog". They didn't file the paperwork until almost a month after the transaction for whatever reason, and attempted to cover it up and obfuscate the true cause for the delay. That fact should be clearly stated in any outcome. As for remediation, I am not comfortable with leaving my vehicle with them, they've already proven themselves to not be trustworthy or honest, I have no guarantees that they'll return the vehicle at a suitable time or store it in a satisfactory manner. And as stated before, living circumstances/HOA rules prevent us from having more than 1 vehicle at our home.It's disappointing that a business can engage in this type of deception and maintain a steller rating with the Better Business Bureau. I will have to pursue other avenues of remediation. 

  

  Business Response

  Date: 09/15/2023

  Please be advised that the business submitted another temporary resolution until the consumer receives registration/plates for NJ DMV.  They offered to either drive a loaner to the consumer's place of residence and pick up his vehicle and keep in the safety of their garage or have the consumer drive his car to them and pick the loaner.  Once again the consumer has decline and will research other avenues.