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

  
• 

  New Country BMW

  1 Weston Park Rd Hartford, CT 06120-1521

  
• 

  Euro Motorcars Devon Mercedes-Benz

  214 W Lancaster Ave Devon, PA 19333-1506

  
• 

  Euro Motorcars Bethesda Mercedes-Benz

  7020 Arlington Rd Bethesda, MD 20814-5229

  

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:08/17/2023

  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 a used 2000 ******* from New Country Toyota of Westport on July 20th, 2023. I live 800 miles away and would be flying in to drive it home. I asked for a used car inspection (provided) and it noted “undercoat, surface rust”. It did not note the exhaust leak that was present and the rotted O2 sensor that cost me over $700 to repair when I got home. The sales rep Eric ****** kept reassuring me over the phone that the truck was in great condition, even though it was SUPER loud.
  
  My main issue: the temporary tag the dealership gave me expires August 18th, 2023, and I have called the dealership 7 times in the past two weeks to get the title, and other documents needed to register the vehicle in Indiana to no avail. I only got voicemail when I called. I left 3 with Eric ****** who had been super responsive to my calls up until purchasing the vehicle, one with the receptionist, one with the general manager, and finally was able to talk to a manager who didn’t give their name yesterday, August 15th, 2023. He assured me that he would contact the DMV clerk and call me promptly the next morning, August 16th, 2023, but didn’t. I will not be able to drive to work starting August 19th, 2023, as the temporary tags will be expired. I just want the documents for the vehicle that I paid IN FULL for.
  
  Finally, the day I arrived in CT, Eric ****** had told me he would pick me up from the airport, but was unable to that day. He told me to get an **** and they would refund me the cost, they never did.

  

  Business Response

  Date: 08/18/2023

  The dealership has been in direct contact with the customer to resolve. Thank you. 

• Initial Complaint

  Date:08/10/2023

  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.

  When I purchased my *** at **** ***** *** in Spring Valley New York I traded in my *****. At the time they were unsure if I would receive a trade in tax credit as when I purchased the ***** I did not pay sales tax. I told them I checked the NJ division of taxation website and there was no stipulation of trading in an electric vehicle to receive the tax credit. German F***** the finance manager said he could not verify this because it was the weekend. He said to pay the tax and he would refund me if he could confirm if the refund was due. On 2/24/2023 at 11:56 am he emailed me and confirmed I would get a check refund by mail when they registered the vehicle. When the plates were mailed to me there was no check in the envelope. I emailed them and they said I needed to contact the DMV to get the refund. I have not been able to get the refund from the NJDMV. I told him that and he stopped responding. I sent another email to Jerry L** and cc most of the staff. The response went into my spam folder and I did not see it. I then filed for a dispute on my credit card for the tax credit. **** ***** *** did not honor the dispute and later saw they did respond (in my spam). I asked Jerry L** again to please issue the refund check and as of today he has stopped responding also. The refund amount due to me is 6.625% (NJ sales tax) of $38,000 (trade in amount of *****) or $2,375.00. Any help would be highly appreciated. Thank you !

  

  Business Response

  Date: 08/17/2023

  Our General Manager has had several conversations with the customer about the trade tax credit. The dealership has also been in contact with the New Jersey DMV and will continue to work directly with Mr. **** to resolve. Thank you. 
  

  Customer Answer

  Date: 08/22/2023

  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.
  I have not received the check as of 8/22/2023 11:44am. I understand you are working on getting the refund from NJDMV but I feel it is unfair to make me wait as this was a mistake you made months ago and I am not responsible for the mistaken payment to NJDMV.  Can you please issue the check to me now.    
  
  Regards,
  **** **** 

  

  Business Response

  Date: 08/29/2023

  We have been working with the NJ DMV and received notification that the check is being cut/mailed to the customer today. 

• Initial Complaint

  Date:07/17/2023

  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 am writing to express my deep frustration with the service I received at New Country BMW. On Tuesday June 1st I bought my *** ** to New Country BMW to have broken window replaced. They called me July 11th saying the car was ready so I went there to pick up my car. When I arrived my car was in between two cars which I found weird, usually when I get there the car is ready and parked away from other cars. I paid for the service and waited for them to move the cars so I could leave. Instead of moving the car that was in front of me they moved the car that was behind my car. Now I know that was a red flag, they didn't want me to see the front of my car because it was damaged. When I inspected the vehicle I discovered significant damage that was not there when I dropped my car off. The damage includes two cracks on the front spoiler on the left side of the vehicle ( Driver's side ) and scratches on front bumper also on driver's side. Unfortunately the matter only worsened, when I approached the staff and asked to talk to the manager they said he was busy. I insisted I needed to talk to him and Josh T***** the service manager came talk to me. He sounded very nervous and didn't really know what to say besides ''we will not fix your vehicle'' so I left and called the general manager Brandon S**** and left a message. He called me back and said the damage on my car was already there and he sent me a picture of a scratch from underneath my vehicle. I told him that scratch was already there and it was not part of my complain. I asked him to focus on the three areas damaged instead of something that was already there and irrelevant since it's underneath my the car. WHEN I DROPPED OFF MY CAR THEY TOOK PICTURES OF THE VEHICLE FROM EVERY ANGLE LIKE THEY ALWAYS DO. I asked Brandon S**** to look at those pictures and he would see that the damage WAS NOT THERE. I don't understand why they didn't admit they made a mistake and fixed my car.

  

  Business Response

  Date: 07/21/2023

  Mr. ******** brought his **** *** ** to New Country BMW, as he requested a special investigation directly with BMW North America. New Country, as is customary with our manufacturer, agreed to host both Mr. ********’s BMW and BMW North America for the investigation, despite not being involved with the initiating request. 
  Mr. ******** alleged in his complaint to BMW that he had initiated a sequence in his BMW so he could leave it unattended and running, and upon his return had found the vehicle rolled into his garage door opening causing damage. BMW’s investigation resulted in finding no faults with the vehicle, and unfortunately the damage was deemed to be cause by user error. 

  Mr. ******** authorized New Country BMW to complete the repairs to the damage. Upon completion of the repairs, New Country notified Mr. ********, where he came and inspected his vehicle, accepted the repairs, and signed that he was satisfied with both the repairs and condition of his BMW. 

  The following day, Mr. ******** alerted the dealership of damage he found on his front bumper and lower front spoiler, he alleged the damage occurred while his BMW was in the care of New Country. He also revealed that after leaving New Country and going home, he had used his BMW to run various errands, only after which he found damage to the front of his vehicle. Mr. ******** was unsatisfied with our response that we were not liable for his vehicle after he had inspected it, agreed that the condition was satisfactory, and then used it in his various daily routes, only after which the damage was discovered. 

  In an effort to fully investigate, New Country was able to freeze-frame our video multi-point inspection where we can show the damage to the front lower spoiler already pre-existing. We are happy to work with Mr. ********, but any suggestion at resolution was immediately and preemptively dismissed. He has since filed a dispute with American Express, alleging the repairs were not as described, we can only imagine he is trying to recover the out of pocket expenses he was liable for after the results of the investigation he requested did not go as planned.
  

  
  

  Customer Answer

  Date: 07/21/2023

  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.
  
  
  
  [When I contacted my BMW service representative regarding the damage to my car, I never said that I had been running various errands prior to noticing the damage.
  Brandon S****, the general manager, sent me a picture of my car, which he claimed showed the pre-existing damage. ( See picture attached ) I tried explaining that the picture he sent was not part of my complaint. I then requested the pictures taken when I dropped off my car, but he refused to show them to me. It's clear that someone from New Country BMW drove my car without my permission outside BMW's parking lot and caused the damage.]

  
  
  
  Regards,
  
  
  
  ********** ** ********
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/01/2023

  Please see attached – three separate still frames of the area in question and the full video.

   

  If you have any questions or require additional information, please let me know.

• Initial Complaint

  Date:07/05/2023

  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.

  Bought my ****** in for a suspension issue. Was told by service advisor they did a software update on my car as well as a full inspection. Was advised I needed a new battery ... Upon picking up my car it was late and everybody was gone but my car was stating to check coolant .. the next day when I lifted t and it was says "SERVICE 0 DUE IN 0 MILES" which my car was not stating any of the following hen I dropped my car off then the worst was when I lifted the hood a part I'm not sure what it is has a hold like it was dropped. When I called Mercedes the next day the response I received was they don't know why my car is stating that and they don't know why the mechanic didn't list these issues... obviously you cant list something if they created the error or problem. The service supervisor Mike P. reached out to me he told he was gng to look into the issue and call me back I have never heard from him again. I Paid $700 for a service and left with more problems. NEVER AGAIN !

  

  Business Response

  Date: 07/07/2023

  The customer brought her **** *** in for two concerns in May 2023:  check engine light and a bad front tire.  The dealership diagnosed both issues and recommended fixes for both options to which the customer declined.  Erica (Service Advisor) provided a comprehensive estimate to the customer and even called her extended warranty company looking for coverage options, but neither were covered.  The customer paid for both diagnosis fees and left with her vehicle. The air intake tube is a very common issue on both *** and *** cars as they get older.  
  
  Both ***** and Mike P****** have calls and text messages with the customer noted iincluding a call after the fact to address these issues.  
  We will reach out again today to see if we can assist with anything. Thank you. 
  
  

  Customer Answer

  Date: 07/13/2023

  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:06/26/2023

  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.

  I purchased a car from the dealership. Two weeks after purchasing the car, the car broke down. I’m required to make payments on the car but haven’t possessed the car for two weeks now because the car was put in the shop by the dealership. The dealership should have known that something was wrong with the car. It’s an over 50,000 dollar car and I believe that the dealership should take some responsibility and compensate me for not being able to drive the car for over two weeks. I still have to make car payments even though I haven’t been able to drive it. The dealers won’t take responsibility for their part in this matter even though I’ve been inconvenienced for over the last two weeks.

  

  Business Response

  Date: 06/28/2023

  Mr. ***** purchased a pre-owned ********-**** from *** ** *** **** **** on June 3, 2023. On June 13, 2023, the customer brought it back to the dealership for a suspension issue that was covered by the factory warranty. Since it was covered by ********-****, the vehicle had to be sent to **** ********* *****, but the necessary parts to make the repair were on backorder which resulted in the delay. The vehicle was repaired and returned to *** ** *** **** **** yesterday morning.  Our General Manager will reach out to the customer to discuss. Thank you.  

  Customer Answer

  Date: 06/28/2023

  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:06/10/2023

  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 purchased an **** from New Country **** in Greenwich CT on May 13th. I was giving a temp registration which expires on June 12th. I have still not received my registration and I have contacted the deal at least 20 times about this issue and I have not received a call back on the matter.

  

  Business Response

  Date: 06/14/2023

  Mr. ******** picked up his 2019 ** on May 13, 2023, but the dealership did not receive the vehicle’s inspection from the customer until May 22, 2023 (in the State of Rhode Island, the customer is responsible for providing an inspection prior to being able to register it). All registration paperwork was sent for processing with the RI DMV on May 23rd, but we were notified on June 7th of an additional state fee that needed to be paid before processing. Our Pre-Owned Manager has been in contact with the customer to explain the delay and to let him know his plates will be mailed directly to him. Thank you. 

  Customer Answer

  Date: 06/16/2023

  I assume the response was from the GM..........I need to add a little to his "it's not our fault response"........ I picked up the car on the 13th of May and the salesmen told me that I will receive the registration in 3 to 4 weeks.  I then received a text from him on the 16th telling me, FOR THE FIRST TIME, that I need to get a VIN check.   I booked the first available appt on the 18th and expressed shipped the documentation to NCA on the 19th.  In addition, Chris failed to mention that he did not respond to an email I sent him asking about the status of my registration well before the June 12th expiration date. In addition, Chris failed to mention the nearly a dozen phone calls I made to the DMV dept. at NCA in which no call back was ever received.  The only call back I ever received was from the assistant manager due to my complaint with the better business bureau.  In addition, NCA has had 20 days to register my car since receiving the VIN check.  The bottom line is that my car is not registered in the appropriate time frame.  If you need any emails, text messages, and/or call logs I can provide them.  As I am submitting this response I still do not have my registration and according to *** ** tracking number I was provided its been in NJ since Wednesday.   

  

  Business Response

  Date: 06/22/2023

  We apologize for the lack of communication and for any inconvenience that we caused. We were notified that the plates were delivered yesterday, June 21st. If there is anything more that you need assistance with, please let us know. Thank you. 

• Initial Complaint

  Date:05/30/2023

  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 purchased a maintainence package of $4000 but then canceled it after two weeks and I was told that I would get my full refund soon. However. It has been two months after I made the cancellation and I still haven’t received my refund. So I’d like to have it refunded back to me as soon as possible
  .

  

  Business Response

  Date: 05/31/2023

  The maintenance contract was cancelled on 5/11/2023 and the customer will be refunded $3,180. Thank you. 

  Customer Answer

  Date: 05/31/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I should get the full refund $4180 instead of $3180. Please confirm the amount. 
  
  Regards, 
  
  ******** *****
   

  

  Business Response

  Date: 06/01/2023

  The $3,180 refund will be from ***** and expected to be at the dealership within the next week. The dealership will then add their portion of the refund so the total refunded is $4,180. It should be noted that the maintenance plan was part of the finance contract, so the money will be sent to the bank on record to be credited on the customer's account. Thank you.

• Initial Complaint

  Date:05/22/2023

  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.

  So on February 11th i was in basketball practice with my son so as I’m leaving the gym the electronic malfunction light comes on as I’m driving the car i immediately call **** they tell me to bring the car in now I’m on the highway in route to the dealer the car shuts off n the whole car malfunction and I’m locked in the car with my son and was forced to climb out the sunroom with my kid on the highway. Thank goodness i was on the right side of the highway. So the car starts again i proceeded to drive to the dealership. In the mist of that i was going back and forth with **** ******* and the dealer shit about a rental car and a loan payment cause i didn’t get my car until march 2nd. They kept telling me that it was a part shortage and my car was diagnosed with a alternator/ generator which **** put out a extended warranty 1/31/23, and which they also had a bunch of cars there previously for. So my reason for concern is that the service representative told me that they took the piece that i needed off another car with violated the **** standards. I had previously took my car there before so how do i know that they didn’t tamper with my car to accommodate another person that lead to my car malfunctioning and possibly could’ve got me killed
  I have the diagnosis receipt which states a different problem ( pump recall)that was used to cover up the main issue. And i have the text messages that states the original problem which was the generator

  

  Business Response

  Date: 05/23/2023

  Please advise which dealership the vehicle was purchased through. Thank you. 

  

  Business Response

  Date: 05/26/2023

  We understand the frustration that Mr. ****** feels with his vehicle, but unfortunately, we are unable to purchase his vehicle back or give a refund for the down payment as it was purchased at another dealership.  On January 31, 2023, **** ** ******* issued a limited warranty extension on the starter-alternator on certain vehicles; Mr. ******** vehicle was one of the affected vehicles. The warranty extension and repair affected a large number of vehicles, so parts were on back order and not readily available. **** covered the rental during the time that Mr. ******** vehicle was in our service department.  Please see attached warranty extension and repair order. 

• Initial Complaint

  Date:05/17/2023

  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.

  Company Van has engine issue and they are not willing to honor the warranty.

  

  Business Response

  Date: 05/24/2023

  The dealership has reached out to the client to request any maintenance documents they may have. Unless the client can prove that the vehicle has received it’s required maintenance, with required parts, the failure is not covered by warranty. The official language from **************  DAMAGE DUE TO LACK OF MAINTENANCE: Lack of proper maintenance as described in the Maintenance Booklet. Use of service parts or fluids, such as paper oil filters or improper engine oil, which are non-approved by *****, will cause engine damage not covered by the warranty.  NORMAL MAINTENANCE IS OWNER’S RESPONSIBILITY: Cleaning and polishing, fluids and filters, replacing worn wiper blades, wiper rubber inserts, brake pads and discs, and clutch discs and pressure plates are some of the normal maintenance services required and are not covered by this warranty. See Maintenance Booklet for details.  Damage caused by the use of improper filters (including oil filters), engine oils, fluids, cleaners, polishes, or waxes is not covered.

• Initial Complaint

  Date:05/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vehicle purchased December 2022 and since this we have not been provided with registration information. We provided the dealership a wire transfer funds for the vehicle in full at that time. We have contacted the direct sales man Mathew c**** numerous times and he does not respond in a timely matter, or at all. We have since escalated this issue to John S*****, a manager and since have not received a response. We have continued to contact the dealership multiple times a week attempting to solve this matter. We have provided information to them for ‘California tags’ (registration & DMV service provider) who would help to facilitate this out of state matter. Since then no one from ********* has followed through.
  We have been pulled over by California law officers in regards to not having lawful licenses plates on the vehicle. We are at a point of not knowing what to do.

  

  Business Response

  Date: 05/15/2023

  Mr. ****** purchased a vehicle from ******* ********* in December 2022 and arranged the transport to California himself. Unfortunately, the vehicle’s roof and VIN sticker were damaged during shipping. The customer notified the dealership of the damage to the VIN sticker on 2/7/2023 and the dealership ordered a new sticker from ******* ******* which arrived on 4/7/2023. All of the registration paperwork was sent to California and is showing to be completed this week.