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:04/24/2023

  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.

  The ******** went to the dealership for yearly maintenance last month. It was returned to us filthy. Two weeks ago they picked it up to detail it. Two days later, they attempted to drop the car off at our residence. My husband went out to inspect the car and it had extensive damage. Their driver took the automobile back to the dealership and we have little communication with them since. They do not answer the phone nor return emails. They are completely unresponsive in resolving this situation.

  

  Business Response

  Date: 04/25/2023

  Our General Manager has been in direct contact with the customer to resolve. Thank you. 

• Initial Complaint

  Date:04/10/2023

  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.

  On Mar 28th, 2023, I found a certified pre-owned 2020 *** ** on their website. I contacted with one of the sales call Manny on that day. Since I live out of state, and I communicated with them, and they promised me can hold the car until April 7th. (I sent all proof that I will having a trip during this weekend to NY). I filled out all forms they send me, and they pulled my credit on Mar 31st,2023 from ********,*******,**********. However, after that the sales did not reply to my message or answer my phone call.
  
  I am really annoyed about their unprofessional service and rude attitude. Especially they inquired my credit without perform their promise. This is an extra invaluable cost, especially those inquiries decreased my credit score which may hurt my future APR.
  
  My request is the dealer contact credit score companies to remove those inquires, because if they did not promise, I would not authorize them to pull my credit.

  

  Business Response

  Date: 04/14/2023

  Thank you for advising us of a complaint made against our dealership by Mr. *****.As stated by Mr. *****, he contacted Manny with his interest in a 2020 ** 4.0.  We advised Mr. ***** that we do not hold used vehicles and that this ** had multiple appointments coming in to view the vehicle.  Mr. ***** sent his credit application and documents to Manny to get pre-qualified and Manny again advised that we do not hold used vehicle and he should come ASAP to get the vehicle.  The application was submitted due to the customers request and we are not able to dispute credit inquiries on the customers behalf. While this is a very unfortunate situation for Mr. *****, we suggest that Mr. ***** contact the credit agencies to remove the inquiry. At this point, we consider this matter closed. 

  Customer Answer

  Date: 04/14/2023

  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. 
  The merchant is lying. Their sales Manny told me on the phone that his manager allowed to hold the vehicle until the day I coming. I even sent him my air ticket and everything. Also, they said I request them to pull my credit report which is also not true. The sales told me they can hold the vehicle for me then I filled out those forms to him. All the situation they announced are misleading and untruthful.  
  
  Regards,
   
  **** *****

  

  Business Response

  Date: 04/14/2023

  Mr. ***** authorized us to obtain his credit scores prior to agreeing to purchase the vehicle. See attached. Our policy has always been vehicles are not removed from retail availability unless a purchase agreement has been sign by a customer agreeing to purchase, deposit and delivery to customer has been scheduled.  

• Initial Complaint

  Date:04/06/2023

  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 took a 2007 ******** to the dealership for an oil change and a diagnostic Monday 27, 2023. When I left I was told the car was in GREAT condition for its age mileage and circumstances, it just needed a full service. I paid $250
  
  On Thursday 3/30/23. After driving into the city safely with no issues, during the time I was parking the car started to smoke snow I jumped out and noticed a huge puddle coming from the car…. I called the dealer they had it towed and looked at it. I was told me I had a cool and leak and it would cost $210 to diagnose. After a lot of frustration I told them I no longer wanted them to work in the car, and I would be taking it to someone else. The dealer proceeded to tell me they would fill it up with coolant and I could be on my way. After a second opinion, I told them I did want them to diagnose the car… they told me not to worry about it and it seemed like it didn’t have any problems I would be fine.
  
  On Friday 3/31/23. I when I went to pick the car up, I was told that the check engine light was on. Because I didn't feel comfortable leaving the dealer with a problem that I did not walk in there with, I asked them to diagnose the car. I was quoted 210 for the diagnostic. They txted to tell me what was wrong and was told “To correct the check engine light issue car needs . Ignition coil. Spark plugs and gas cap to start . Costs about $1100.00 dollars. It is possible that it may have other issues beyond that which we have identified now . It should be fine from here to there. But no way to predict the future. Let me know what to do please”
  
  I immediately called two other mechanics and my insurance company who advised me to file a complaint.

  

  Business Response

  Date: 04/07/2023

  The customer came in wanting a service to be performed on her vehicle that had been sitting for approximately nine months.  Her advisor checked the FSS and determined that the car was due for a B service to which she declined and requested just to change the engine oil and inspect the car for a burning smell.   We changed the oil but could not duplicate the burning smell.  We explained that as a car sits, small leaves, spider webs and/or debris can create different smells and or issues under the hood.  No leaks were found at that time.   Two days later, the customer called with a concern of fluid leaking out from under the car.  She was towed by MB Roadside and at that time we put her in a loaner car so we could further investigate the issue.  Upon checking the car, we found the coolant level was low so we filled the coolant reservoir and pressure tested the cooling system.  We tightened all the noticeable leaking hose clamps and then let the car run for about an hour without any issue.  The car sat overnight, so we rechecked the car in the morning but didn’t find any further leaks.   We did note the check engine light was on at that time, but the customer declined any diagnosis on that problem.  The customer later had us check the check engine light issue and we noted that the car was missing a fuel cap and the engine was running rough.  We explained to the customer that she needed to start with replacing at least one ignition coil and the set of spark plugs to start with.  We also said that after this repair we would recheck everything and there was a chance that she may need additional work.  Again, the customer declined the repairs to be done to her vehicle.  Please see attached estimate and multipoint inspection done on first visit. As you can see, there was a pretty extensive list of items found during the customer requested “general inspection” and oil change. The vehicle was due for a full service which includes a more detailed inspection of the vehicle. Still, no guarantee that the coolant issue would have been identified as it was likely not present at this time. The engine coolant system is under high pressure at all time when engine is running and a leak can happen at any time.  

  Customer Answer

  Date: 04/14/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  After the terrible service and experience at the dealership, I asked my boyfriend to support me in finding a reputable mechanic who had significant experience with ******** as a brand. We took the car to his garage in spring field and the attached photos are the email exchange between the two.  When I walked into the dealership I had an older functional car. I asked for an oil change and a diagnostic. I spent $421.07 in total at the dealership and in return I left with an oil change, a newly leaked radiator, a check engine light, no gas cap and minimal information about the car's condition. The dealer provided minimal to no service for the highest price tag. Customers visiting a ******** **** dealership expect exceptional service because of the premium price tags expected with ownership. The service provided here was not inline with that expectation which is why I am asking for a refund for everything excluding the oil change with was performed up to standard. I will be hand delivering a formal letter to the dealer on Monday April 17, 2023 am when they open. I will then escalate the issue via ******** ****. As far as the gas cap goes, I brought my car to the dealer with a gas cap, when i left, I didn't have a gas cap. I was able to find a replacement at a fair market price via Walmart. I've attached the invoice, i would like that replaced as well.  
  
  Regards,
  
  ** *******
   

  

  Business Response

  Date: 04/18/2023

  As you can see by the text messages provided, a few more things have come up even in the short amount of time that the car has been away from the dealership.  Having a car sit for 9 months to a year is worse than the car being driven.  Without proper care and maintenance things like this will continue to come up especially on older vehicles that remain parked. 
  
  Although the customer declined the full service that was due, which would have included more extensive inspections and other maintenance needs, we do understand some of the concerns.  It should also be known that according to ******* and the Vehicles Master Inquiry (MB History Log) this car has not been to a ******** **** dealership since 2017.  A properly maintained car that is maintained by Certified ******** **** Technicians are better suited for everyday driving and will remain reliable over a long period of time.  Without the dealership having a vehicle history, it is necessary to perform the full service instead of just an oil change and a general check.  Many times general checks are just visual inspections and not thorough inspections that are completed during a full service. 
  
  As a gesture of goodwill and customer satisfaction we are willing to reimburse the customer $250.00 towards what she has already paid.  We believe this offer is more than fair and we would like to have the issues closed and resolved so that we can put our best foot forward and move on. Thank you. 
  
  

  Customer Answer

  Date: 04/21/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to know how they will be completing the refund.  
  
  Regards, 
  
  ** *******

• Initial Complaint

  Date:03/31/2023

  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 January 13, 2023 i took my 2022 ******** ******** 4x4 (Storyteller Overlander Stealth Mode) to this establishment for its 1st tune up. I took it prior when it had 10k miles but i was told for this model it needs to wait until 20k despite being told it was 10k from the Dealer i bought it in PA and other ******** dealer. Service and experience was great, no issues there. Issue is, they didn't rotate my tires which is standard on all oil changes. My two front tires has what is called "high/low" which means every other tread is high then low which causes the tires to jump since they were not rotated. As of now i had to take it to a different shop since ******** of North Palm said they can not take a look at it until June. They gave me a quote for $1200, that is assuming nothing else needs to get done. I have to wait for the tires to be ordered and i had to drive from FL to Utah and now i can not due to this mishap.

  

  Business Response

  Date: 04/06/2023

  Mr. *****'s van was in our ********-**** of North Palm Beach service department, and we completed the 20,000-mile maintenance service, per ********-**** ******** guidelines. Please see repair order 391127. Tire rotation is not part of the manufacturer recommended 20,000-mile service. Our General Manager tried to reach Mr. ***** by phone to explain and see other ways we can help but our GM has yet to hear back from the customer. 

  Customer Answer

  Date: 04/13/2023

  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.
  
   The offer was not subtable for the damage. this was caused 100% by them and only offered to cover 1/3.
  
  Regards,
  ****** *****

  

  Business Response

  Date: 04/19/2023

  ********-**** of North Palm Beach followed the exact maintenance repair guidelines set by ********-**** USA. Rotation of tires is not included in ********-**** two-year, 20k mile pre-paid maintenance. Our General Manager has been in contact with the customer and has offered goodwill assistance towards his tire repair. We consider this matter closed. Thank you. 

• Initial Complaint

  Date:03/22/2023

  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 purchased two vehicles on October 27th. Jay mislead me with some ad-ons he suggested. Mind you, at this point he hasn't given me copies of my contract. On November 7th, I go in person to pick up the contract and supporting documents only to review and see he added coverages I didn't need. I immediately requested removal and signed paperwork to get them removed. He advised it would take 6-8 weeks to get a refund. On January 17th, I follow up with him and get no answer, so I email **** ******* directly. They respond to my email stating they have never received any cancellation form for my vehicles. I of course send them prove. During this exchange I find out Mr. Jay W***** from **** ***** ******* never got the Environmental coverage, he just billed me for it. I also found out he charged my son's vehicle $4895 for extended warranty, but **** ******* state he only set up a $1658 extended warranty. My son paid $2495 for tires and $4895 for for a total of $7,390 (which we paid Westchester County taxes for). My son was only refunded $3,984.61 because **** ******* says they (***) never purchased the $4895 plan from them, they only took the $1658. The finance rep, Hay W***** said him and his manager were working on getting my son's full refund back. I have everything in writing from the Dealership invoice, to my communication with **** ******* and my communications via text with Jay. I am requesting a credit for the $3405.39 (I'm being considerate as I am not asking for the taxes paid in taxes which would be about $650 more.)
  
  After months of back and worth with this crook, he calls me on 3.14.2023 and tells me that he is no longer employed at **** ***** *** but that Rich will be handling the credit my son's vehicle is missing. I haven't heard anything from Rich, nor does he answer my calls. M******** who sold me my cars has never bothered to follow up. It's disgusting.
  
  I have attached my supporting docs and highlighted the most important details.

  

  Business Response

  Date: 03/28/2023

  Our General Manager has connected directly with the customer to resolve. Thank you.

• Initial Complaint

  Date:03/16/2023

  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.

  I paid wide world bmw for the ***** *(2017) on 3/4/23 but the clerk put down 3/3/23. I didnt get the car until 3/6. On 3/6 ******* drove the car from spring valley to staten island(show on paper). I notice a missing antenna for radio and maps was gone. while kristen was still in front of my house , I showed kristen(salesman) that the message that about the battery defective. I spoke to Mike P***** about the problems with the car. He told me to get back to him after you go to the toyota dealer to analyze the cost to fix the problems and he would take care of it. I went to toyota dealer and he said that last year or year before the antenna was ripped off. He told me to go to body shop to fix it. I went to Preferred body shop in staten island. they would have snake the wire to antenna to outlet. The total cost to fix the antenna is $500(attach estimate). another $500 to replace battery, oil change, wipers. I have repeatly tried call Kristen Ohara(salesperson) and Mike P*****(manager). They have not return my call. They said that would fix the problem. The handed carfax handout didnt show the antenna was broken last year or year before. Toytoa dealers told me about it. show last oil change (1.5yrs ago and 25k miles ago) i want them to fix the problem

  

  Business Response

  Date: 03/23/2023

  Our General Manager and the customer have connected directly to resolve. Thank you. 

  Customer Answer

  Date: 03/26/2023

  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, 

   on mar 22 ********** ******* 
  
    will reimburse 1,000.00 in a check mailed to you for the antenna and other repairs on the Prius. Please remove BBB complaint.
  
  
  
  
  ****** ***
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/13/2023

  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.

  On 3/13/23 I went to finalize the purchase and take delivery of a 2013 Toyota Sienna from New Country Toyota of Westport. When negotiating the sale, it was not disclosed that an optional dealer installed simoniz glass coat warranty had been rolled into the sale price of 18,983.03 by either the salesperson or sales manager.
  
  At signing with the finance person, the simoniz glass coat was disclosed as a line item of the vehicle price totaling $995 and the vehicle price was listed as 17,988.03. I asked for the warranty to be removed, and the dealer refused saying the coating had already been applied. I was offered the option of still paying the negotiated purchase price of $18,983.03 and they would just remove the line item from the purchase (deal 179022).

  

  Business Response

  Date: 03/15/2023

  The dealership offered the client cancellation of the “Glass Coat,” but after careful consideration he decided to keep it. He expressed this to both our Business Manager and Salesperson. Mr. ********* left the dealership satisfied with his purchase.
  
  

  

  Business Response

  Date: 03/16/2023

  The General Manager is working directly with the customer to resolve. Thank you. 

  Customer Answer

  Date: 03/16/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution based in conversation on 3/16 with GM is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/23/2023

  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.

  The service department at this dealership has to be the worst I have ever had to deal with. I brought my car on September 20th 2022 for routine maintenance, a sound coming from the front of my car, and a windshield replacement. When my car was returned to me they said there were no problems. They never drove my car over 50 miles an hour which is when the noise would occur. They also left some kind of greasy substance on my new windshield, dash, and passenger seat. I immediately called them back and let them know there was still an issue and now my car was pulling after the alignment they did. I made an appointment because I needed a loaner it took until Until NOVEMBER 21st to get a loaner even though I had an appointment two weeks later. I was told that they would call me later in the day when a car was returned. I waited days with no call. When I finally spoke with them they said as soon as they have one they would call. I asked multiple times to speak to the service manager and was never called. I emailed the GM multiple times and occasionally would get a generic response that led to no help. I called, emailed and texted for weeks with most of my attempts being ignored. They had my car right until Christmas!!! Out of the list of items I had wrong they fixed two which was to put a battery in my key fob and fixed the rattle in my door. My alignment is STILL not correct. This morning my interior lights were flashing on and off as I drove, then is began to rain all over the interior of my car. The windshield was clearly not put in correctly and has caused major damage to my vehicle. This is where the safety equipment for my vehicle is. THIS IS SO DANGEROUS! I emailed the GM this morning with video proof and demanding this gets taken care of ASAP. This whole experience has made this loyal Audi customer decide to NEVER get one again.

  

  Business Response

  Date: 02/23/2023

  The GM sent an email to the customer and is awaiting a response in regards to scheduling a warranty repair regarding a potential leak in sunroofs on certain Q3 models. The parts are in stock and the dealership can take care of the repair as soon as the customer is able to go in. Thank you. 

  

  Business Response

  Date: 02/28/2023

  The dealership was able to collect and hold a courtesy vehicle for the customer on 2/24/23 and 2/25/23 but have not received a response after several attempts. The Service receptionist had no luck connecting either. 
  
  The video that was sent with the water leak is in line with the warranty repair that is currently published for the customer’s vehicle type. As mentioned, the parts are in stock at our Hawthorne location.  
  
  In regard to the wheel alignment performed at Audi Hawthorne last year in November, we invited the customer to go back in on 12/31/22 so we could diagnose if it was caused by a product defect, road hazard or workmanship on our part. However, the customer declined.. 
  
  The dealership is available to assist but can only help if an individual is genuinely looking to move forward on correcting the issues together with their Audi dealer of choice. The customer did not buy from us but has chosen to Service with us in the past. If she would still like to schedule this warranty repair/diagnosis, please call our Service Department at 866-980-4077 since we have been unable to connect with her. Lastly, please keep in mind we will have to set up your Courtesy Vehicle account again since she asked for all of her information to be removed from our system. Thank you. 
  
  

  Customer Answer

  Date: 02/28/2023

  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.
  
  
  
  The dealership sent me an email at 5 pm on Friday the 25th which I did not even open until mid morning the next day. Several attempts were not made, I was emailed once.  I can produce my call log as proof that no call was every received.  Assuming that the leak in my car is not from the windshield they installed is negligent considering you have not even inspected my vehicle.  

  You "aligned" my vehicle TWICE, and were immediately notified as soon as I left the dealership that it was pulling, which it never had before.  So there would be no road hazards that would have caused it, if it was a product defect or poor workmanship (clearly) why was it not taken care of the first time let alone the second time?  I was forced to drive for another TWO MONTHS after the initial alignment was done wrong and it wasn't fixed again.  Is the third time the charm?  Will I be without my car for another month and a half while you do the repair? 

  Whether my car was purchased at your dealership or another does not matter in the least.  I am an Audi customer and can take my car to ANY Audi dealership. 

  I asked you to remove my vehicle account because you charged me for gas after it was returned with MORE fuel than it was given to me with, and then weeks later you charged me for tolls I had paid for and provided you proof of.  I NEVER gave you authorization to reinstate it and demand that you remove all of my information YET AGAIN. 

  My car is being repaired, and if there are any out of pocket expenses that occur from your terrible workmanship, I will have my lawyer forward you the invoice for reimbursement. 

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

  
  

• Initial Complaint

  Date:02/17/2023

  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.

  In March of 2022 I brought my car in for diagnostics that I paid for - the dealer provided an oral diagnosis (something about piston rings) but did not provide a write up - ever since then i have been trying to get a written diagnosis of what is wrong with my car without avail. i paid for the diagnostics and believe i deserve a written report to go with it. if they dont provide the report they should refund.

  

  Business Response

  Date: 02/17/2023

  Please advise which dealership as we have several. Thank you.  

  Customer Answer

  Date: 02/27/2023

  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. 
  The GM reached out and after discussion indicated that they could not provide the requested diagnostic or repair estimate information, nor a refund on the diagnostic. The GM indicated that I should have reached out sooner dispite objective evidence (phone call records, text messages with the business) showing that I have tried to resolve this matter by reaching out over a dozen times across a number of months and only was able to get a manager’s attention after filing a BBB complaint.  
  
  Regards, 
  
  ***** *****

  

  Business Response

  Date: 02/28/2023

  BBB spoke to Mike at the business and the following was relayed: After 1 year later a prior inspection would be no good as there could be additional damage that needs to be identified. The customer was presented with the issue diagnosed 1 year ago and declined to fix the engine at that time. He never stopped back in and would have been provided the copy of the documentation provided to BBB. 

• Initial Complaint

  Date:02/16/2023

  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 went into Wide World *** on 12/23 to look at cars and ended up signing a lease after negotiating a price that was reasonable to me, $1025/ month. I ended up leaving a cash down payment of 5,000. I signed the contract, took a copy, and left with the car. My 1st bill came to $1173, I spoke to Jay in the finance department who told me it was a mistake on their end but that I would need to pay the full amount on the bill to avoid late penalties, and I would be reimbursed once it was corrected. I have been calling ever since, being told the same. Yesterday I got a call from the local police department letting me know that the finance manager who sold me my car actually stole my deposit and executed a new contract with all new numbers higher than the original contract I had negotiated and signed. The wrong contract was then forged, filed, and submitted to *** financial services. The dealership now states that it is MY RESPONSIBILITY to get my 5k back from the assailant, rather than *** acknowledging the original contract and then pursuing the amount that was stolen from them on their property. The assailant did this to more than 1 customer and confessed it all, as per the detective I met with who is handling the case. *** is responsible for hiring people and avoiding thefts like this. It should be their responsibility to get the money stolen on their property and my original contract should be upheld. It is their responsibility as a dealership to rectify the situation and accept the original contract. but they are telling me that they can't do anything even though i have a copy of the original contract

  Customer Answer

  Date: 02/28/2023

  I have submitted a case (case number in the subject line) and I wanted to reach out to provide an update. The *** dealership referenced in my case has, in good faith, corrected my contract and even given me a check to pay for 1 month of my car's lease agreement. They have done a great job correcting the issues and made me and the situation whole. I would like to cancel this case since the dealership has corrected the issue and some.