Complaints

This profile includes complaints for New Country Motor Car Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  New Country Motor Car Group, Inc.

  Saratoga Springs, NY 12866

  
• 

  New Country Toyota of Saratoga Springs

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

  
• 

  Euro Motorcars Bethesda Mercedes-Benz

  7020 Arlington Rd Bethesda, MD 20814-5229

  
• 

  MINI of the Main Line

  130 Montgomery Ave Bala Cynwyd, PA 19004-2984

  
• 

  Audi Hawthorne

  151 Saw Mill River Rd Hawthorne, NY 10532-1529

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/10/2023

  Type:Order 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 2/10/2023, I purchased a 2015 *** *** ******** ****, with VIN number ***************** at Countryside ******** in Hartford CT 06120.
  
  Mr. A** J**** rushed me into signing the contract & never gave me the option to read through it.
  The vehicle did not have a GPS unit as advertised & I was never given a copy of the contract to take home with me.
  The envelope I received the contract in is marked 2/16/2022 as the mailing date so 6 days went by before the contract was mailed.
  Upon review, I noticed the following unauthorized contract charges:
  -Optional dealer installed equipment- $3,895
  -Invisible Vin- $399
  -Tire and wheel protection - $3,155
  The only additional cost that I recall discussing with the Mr. A** was the Maintenance fee of $2,460.00 & GAP insurance fee of $880.
  These additional costs explained to me how a car advertised at $25,000 ended up costing $39,285.00.
  I reached out to the A** J**** in late March (less than a month after purchase) **t he was rude and told me I had no way out of the contract.
  Unfortunately, this purchase was entered into on unfair & predatory terms that not only added additional undisclosed costs to what was advertised without providing me the opportunity to review the entire contract, **t also led me to consent to a maintenance cost that was grossly misrepresented as follows;
  
  • False advertisement that misrepresented the vehicle to have an optional feature (an in**ilt GPS unit) when in fact it had none.
  • Inflation of the total purchase price above the sticker price, by including other unapproved and undisclosed fees.
  • False representation of an extended service fee claiming to offer protections that it does not offer
  • Failure to provide me as the consumer sufficient time to review contract provisions.
  
  To resolve the problem, I am therefore requesting a cancellation of this contract & to return this vehicle to the dealership because there was no meeting of the minds at the time of sale since the dealership used deception.

  

  Business Response

  Date: 02/15/2023

  The customer, ***** ******, bought a car from ********-**** of Hartford a year ago on 2/10/2022. A month after the purchase, she reached out to our Business Manager, Abu J****, in order to cancel the Pre-Paid service contract. Abu informed her that the product could not be cancelled, per the contract that she signed with Abu and ********-**** when she bought it. The only terms that allowed for it to be cancelled are for residents and purchases in California. All the paperwork was signed at the dealership in person. We have all the proper documents showing what additional features she wanted to add along with those she was refusing. In regards to the “False” advertisement, the vehicle was posted with the option “Pre-Wire Navigation Prep,” which means that it could be added at a later time. This was understood prior to the client signing the paperwork. She was not forced to take the car thinking it had options that it did not.  Both Abu and our Pre-Owned Sales Manager, Joseph S****, have reached out to the client to discuss with her directly. She would not speak with them without recording the call and decided that she wanted Abu to email her the cancellation papers for all the products that she bought in an effort to figure out which one she does not want to have. However, it should be noted that the warranty she asked to cancel was the Pre-Paid service contract but has since used this warranty for two of the three services she pre-paid for. 

  Customer Answer

  Date: 02/21/2023

  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. I am willing to sign the documents releases in regard to tye additional costs by the end of day tomorrow. However, before I can do so, I will need the business fo send me a signed document stating that whatever amount being sent to the lender holder will be applied to the PRINCIPAL balance and none will be put towards any interest. I am kindly declining to putting any more money in interest for warranties that should have never been added to my loan to start with. Once New Country Mercedes provides me written assurance that all the money will be applied towards the principal balance with none going to the interest, I am happy to resolve the matter to send them the signed releases by Wednesday evening ( I work in a secure facility so I have no access to my email until after 4:00pm). 
  
  Regards,
  
  Angel Okumu Creech

  

  Business Response

  Date: 02/23/2023

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

• Initial Complaint

  Date:01/23/2023

  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.

  After purchasing a certified used lexus car we were issued a temp tag from the dealership. The dealership was doing all the filing of the paperwork to get the car registered and the title in our name. We purchased the car on December 3, 2022 and our temp tag expired on January 3, 2023. We tried to extend the temp tag and cannot becasue the car is not registered in our name. It has been almost 60 days and we have no title, cannot drive the car becasue we don't have temp tags and are very worried if we will ever get paperwork. Can you please help us? I can get you any additional information needed, we are so desperate for help becasue we have been renting a car for almost a month.

  

  Business Response

  Date: 01/24/2023

  Please advise which dealership the customer purchased the vehicle from as we have several. Thank you.

  Customer Answer

  Date: 02/02/2023

  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 added the documents, please let me know if you need any additonal information.  The attached documents show the progression of the New Country Lexus of Greatneck not following thru with their duties to their customers.  It is REPULSIVE to see them doing this to eldery people and they need to be investigated.  
  
  Regards* ***** ****

  

  Business Response

  Date: 02/03/2023

  While we understand the frustration the customer has experienced, we stand by our original response.
  
  We consider this matter closed as the complaint was that the customer (which is not ***** ****) does not have the registration and plates for the vehicle, but as of January 27th, the customer has received both. 
  
  

• Initial Complaint

  Date:01/11/2023

  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 Dropped off my car at euro motors Bethesda collusion center at their Gaithersburg location as directed by them on September 20th 2022, today is January 11th 2023 for some body damage and till date I have not received my car. Firstly I had to call numerous times to get someone to speak to, in order to get an update. The representative in charge of my vehicle has been changed at least 3times already, with the new person given more excuses. They kept billing my insurance with supplementals over and over to the point where my insurance premium has now gone up. They have charged my insurance double the original estimate in slow bits. Every time I called, they had another expense to bill my insurance. It’s been one issue after the next and absolutely the worst experience of my life with a car dealership. Finially after texting or calling them every other day was I told to pick up the car and that everything was ready, only to take an **** there and to be told that they had sent yet another bill to my insurance TODAY and the only way I could get my car today was to pay an extra $800 on top of my deductible, something that was not discussed prior to telling me to pick up the car. So now they still have my car as they wait for yet another unreasonable check from the insurance and I am still without a car for 3months now.

  

  Business Response

  Date: 01/16/2023

  ************ ****** dropped off her vehicle on Tuesday September 20th. On Friday September 23rd, ***** **** went to the Collision Center and wrote the first estimate for $14,073.15. We then dis-assembled the vehicle to assess any hidden damages and sent a Supplement to ***** **** and the owner for $21,062.37 on September 30th. ***** **** went back out to inspect the additional damage and only agreed to pay an additional $4,885.73. We proceeded with repairs but still needed the parts and repair times that ***** **** did not put on the estimate that were still damaged. We had ***** **** come out to inspect the vehicle 4 times in order to agree and approve the damages on Ms. ******’s vehicle.  On the last inspection ***** **** still did not cover calibrating the sensors that are required by ************* for the vehicle to operate to ************* standards. On Friday December 30th ***** **** finally came out again to verify that the vehicle needed to be calibrated and added these procedures to the estimate. On Friday January 6th Service finished the calibrations and we had the vehicle cleaned and quality inspected. We finalized the paperwork and called Ms. ****** to let her know that the vehicle was ready that Monday January 9th and that she owed her deductible of $500.00 and the last check for the approved ***** **** supplement for $809.97. 
  
  Ms. ******’s car has been ready since the 9th. Ms. ****** is insured with ***** ****. Ms. ****** has decided to use ***** **** to pay her bill. These final charges need to be paid in order to receive her vehicle. These charges were vetted and approved in person by ***** **** who verified they were needed.    
  
  

• Initial Complaint

  Date:11/26/2022

  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.

  Signed a free nance contract for this car and was promised that i would get free oil changes and tire changes for the 5 year duration of the financing contract.
  After one tire change and 4 oil changes however I was charged for the services.
  This particular Audi salespersons are dishonest and rip offs.

  

  Business Response

  Date: 11/29/2022

  The customer purchased the 10k through 40k maintenance plan on 9/8/2020. Please see signed copy attached acknowledging the same. To clarify, this maintenance program is not based on years but on miles driven. To date, the customer has utilized the 10k, 20k 30k and 40k maintenances as the plan was designed. On the last visit on 11/26/22 the oil change was not included since your current mileage was 46,212 and you paid out of pocket. If you had any further questions or concerns, please reach out to us directly we would be more than happy to assist. Thank you. 
  
  

• Initial Complaint

  Date:11/21/2022

  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.

  Hello,
  
  Here and attached is all the information regarding my 2020 **** ****** Sedan that was picked up by Wide World BMW on September 24th 2022.
  
  Jerry L** from WW BMW agreed to take my lease back early and on 9/24, an employee from Wide World BMW named Glenn came to pick up the car and gave me the attached Odometer disclosure statement saying lease return on the top.
  
  The following Tuesday, September 27th, I hear from David at WW BMW who informed me that there was an issue with the oil drain plug, the car would not start and needed a new engine. Again, very strange for a car with less than 30K miles that has always been serviced exclusively at WW BMW.
  
  The car was in for service at WW BMW on May 17th for an engine oil service and courtesy inspection. Proof Attached.
  
  Thursday, October 6th I receive a call from Jason T*******, the service manager at WW BMW that it was important that we speak. I was informed that the engine issue was not under warranty and that he had reached out to *** Finance to look into all options. He informed me the cost of a new engine would be in the neighborhood of $18,000 which was them not marking it up. Jason asked me if I knew of anyone who may have been looking to harm me and sabotage the oil drain plug.
  
  I opened a case with *** customer relations and on November 21st, after weeks of playing phone tag was able to get a second case manager who told me they couldn’t do anything and that the reason why the engine is not covered under warranty is because the car was vandalized prior to being returned.
  
  This has been a very stressful situation and would like this straightened out soon so I can take the *** off my insurance and return the plates, etc. With no proof given to me this sounds like a scam to me and the dealership is attempting to rip me off.
  
  More details attached- please let me know if you need additional information.
  
  Best,
  
  *****

  

  Business Response

  Date: 11/30/2022

  Thank you for advising us of a complaint made against our dealership by Mr. ***** ********. As stated by Mr. ********, he contacted Jerry L** in the middle of September with regard to terminating his lease two months early. Jerry informed Mr. ******** that due to the limited inventory situation we could work something out as long as the vehicle was in good shape and there were no issues with the vehicle.  Mr. ******** informed Jerry that the vehicle was in excellent shape and just spent a few thousand dollars on brakes and rotors.  On September 24th, the dealership sent a driver to Mr. ********** house to bring the vehicle back to our center for the appraisal and on the way back the vehicle broke down.  The vehicle needed to be towed to the dealership and would not start.  After the diagnosis was performed, it was determined that the engine was ceased and needed to be replaced.  *** N/A researched the data from the vehicle as well as the visual inspection and concluded that this would not be covered under the warranty since the only explanations could be vandalism or someone else working on the vehicle prior to us picking the vehicle up. While this is a very unfortunate situation for Mr. ********, we suggest that Mr. ******** contact his insurance company and open a claim. At this point, we consider this matter closed. 

  Customer Answer

  Date: 11/30/2022

  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 disagree with the response.  First off the vehicle was working properly and used by me daily up until it was picked up by Wide World BMW's driver.  I was given a Federal Odometer disclosure statement with lease return written on the top.  It was not going back for an appraisal but they were taking possession of the vehicle.  I had no oil in my driveway and do not understand this alleged vandalism with no evidence provided.   
  
  ***** ******** 

  

  Business Response

  Date: 12/09/2022

  We have received Mr. ********** response and understand his frustration. The only plausible circumstance that could have taken place would be that there was an act of vandalism, or some other party worked on the vehicle. If a drain plug is loosened it will further loosen and fall out over a few days to a couple weeks.  An insurance adjuster from ***** came to our facility recently and informed us that Mr. ******** had in fact filed a vandalism claim for this repair. Thank you. 
  

• Initial Complaint

  Date:11/14/2022

  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 bought a used, 2018 **** ** from **** Hawthorne (New Country) in 2019. The car had been purchased with a good warranty on it. I was told the car’s original owner didn’t drive it much and traded it in for a different Audi. It had around 5,000 miles on the odometer.
  
  Roughly 3 months ago (August, 2022) the “ENGINE COOLANT LOW-TURN OFF ENGINE IMMEDIATELY” indicator light went on. I lifted the hood and saw the antifreeze was almost all gone. I brought it in to **** and was informed that i needed to leave it with them. No loaner available. It took 4 days but they returned the car supposedly fixed.
  
  A couple weeks later, the “COOLANT LOW” light reappeared. Again, I lifted hood and antifreeze all gone I called the dealership several times and left several messages and finally got a call back. Brought car back in. No loaner available. Car took another 4 or 5 days to be returned, supposedly fixed this time. Nope.
  
  A few weeks later, the light reappeared. Getting someone on the phone at the dealership was very, very difficult and frustrating. The car gives a message that I should “SHUT ENGINE OFF IMMEDIATELY” when the light goes on. These don’t seem to be issues I can procrastinate on. Lifted hood- no coolant left I finally speak to someone who tells me to bring the ** in but they have no loaner available. The “repair” again takes 4 or 5 days.
  
  Three weeks later, what do we think happens?! I’ll spare you the suspense, light goes back on. “CHECK ENGINE COOLANT-SHUT OFF ENGINE IMMEDIATELY”. Knowing how long it takes to get a call returned, I just drove directly to the dealership and asked to speak to the General Manager instead of the Repairs Manager. I got a loaner because the truth is, I wasn’t willing to leave without one.
  
  This brings us to today(11/14/22) -roughly three weeks after we got the **** back. The light has come back on. Open hood-no antifreeze remaining. Left messages for repair manager and general manager. No call back. At a loss.

  

  Business Response

  Date: 11/19/2022

  We acknowledge your vehicle has had issues with the repairs and apologize for the inconvenience it has caused. We trouble shoot and work within the protocols of the OEM on all repairs. In some cases this may not be enough to locate and correct the issue and will require further investigation and or other solutions. We are happy to assist you in your conversation with the Manufacturer and have provided you with the necessary service history you requested from our end. Please let us know if there is anything else is needed.

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car went into AEM recall service. My car had no damage to lower right fender. I communicated to the dealership on 20th October 2022 to repair he damage caused by the dealership. On 21st October 2022, the dealership refused to repair the damaged even after I showed them their video during the pre-inspection (video 3) that showed no damage to my lower part of my passenger side fender.
  
  I have attached closer view of the picture of the damaged caused by dealership in the image called "Right Fender Damage by ECU location Closer Shot.jpg"

  

  Business Response

  Date: 11/09/2022

  This damage was not caused by any fault of our dealership and therefore will not take responsibility in repairs. Thank you. 

  Customer Answer

  Date: 11/17/2022

  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 damaged the customer's vehicle and should take responsibility. The video is HD quality does show enough details. Dealership needs to share pre-inspection report of the whole vehicle before the car went in for repair per MD/Federal law.  
  
  Regards,
  
  ****** ******** 

  

  Business Response

  Date: 11/18/2022

  We appreciate your business and completely understand your concerns, however, we have no record of your vehicle being damaged, visually or verbally, from anyone at the dealership while it was in for service. The damage that is being referred to is the fender area near the control module that we were working on.  It is our understanding that the control module had been previously worked on somewhere else due to the wiring around the module to hold it in place – this is work that a ********-**** dealership would not have done.   As stated previously, we simply cannot and will not take responsibility for the damage is being referred to. Thank you.   

• Initial Complaint

  Date:10/24/2022

  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 would like to file an official complaint with Euro Motorcars Germantown center prior to escalating. Due to neglection the part of your authorized dealership, I am confronted with poor and conniving customer service, strong safety concerns, and financial loss. Also, Euro Motors did not report any issues with the vehicle wire harness during the pre inspection. During the pre inspection the only thing Mechanic pointed out was the rear left air suspension bag losing air (see attached videos of pre and post inspection).
  
  I brought in my ***** for the manufacturing recall on September 20th, with sufficient time to file fort he $878.75 cash back rebate for Class Action Settlement. Euro Motors of Germantown, deliberately or carelessly kept my vehicle past the due date of the rebate. When I received the vehicle almost a month later, it stalled in the middle of the highway, risking my life as it gave no prior indication of stalling. When I opened the hood to inspect the vehicle, I noticed the harness wires were tampered with. I have actual evidence of the engine prior and post Euro Motors maintenance, which I will make available if necessary.
  
  On 14 October 2022 they returned my car and ensured my car is safe to drive, but my car broken down 3 miles from the dealership (see attached picture).
  On 17th October 2022 Mr. David H********* informed me that their mechanic did not lock fuel harness which caused my car to turn off in the middle of the road.
  On 20th October 2022 I was informed my car is ready to pick up and the wiring harness is repaired and the car is safe to drive.
  On 22nd October 2022 I noticed the dealer return my vehicle with a leaking fuel line which is very dangerous which can cause death or a fire (see attached picture)
  
  I have lost my trust with this dealership performing and further work,
  
  Respectfully ****** ******** Service
  Advisor: Alexander R******
  VIN: ***************** ******************************** *****************************************

  

  Business Response

  Date: 10/25/2022

  This customer came in for the diesel modification (recall) on his 2012 ** ****** that has over 121000 miles.  We did the modification and when he came to pick it up, he made it 3-4 miles down the road and it stalled.  We had it towed back to the dealership and noticed the wiring harness connector to the pressure sensor had come apart/corroded.  We goodwilled a new connector at no charge and got it running, but in the meantime while the vehicle was in service, the customer called the BBB and refused to pick up his vehicle until the investigators came in.  Two investigators from the BBB came out and sat with our service manager and shop foreman for over an hour.  The investigators left and said they were satisfied with what we had done.

  

  Business Response

  Date: 10/28/2022

  The seepage from the fuel lines to the fuel filter has been corrected as of 10/27/2022.  The dealer at no time refused to work with or tried not to come to amicable resolution to the customers concerns with the county. The customers vehicle came into our facility with numerous preexisting problems. Any issue that we may have contributed to or may have caused we have corrected. There was never anything said about his *** warranty not being honored. What was stated was going forward we would elect not continue doing business with the customer because there has obviously been a breakdown in trust on both sides. The customer can have this warranty honored at any other ** dealer location in the area.  The customer’s vehicle is back with the customer and the customer is currently driving it.  

  Customer Answer

  Date: 10/31/2022

  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. Authorized ******** **** dealer have been tasked to perform *** recall on 2010 - 2016 ******* II diesel vehicles. It's dealer's responsibility to perform post inspections of the vehicle to ensure work have been performed per TSB (Technical Service Bulletin) and perform post inspections on the vehicle to ensure it meets compliance by FMVSS/NHTSA safety standards before the vehicle is returned back to the customer. I have lost trust in this dealership’s workmanship; therefore, I will take this car to another dealership for safety inspect and ensure all of the work is performed per ** *** for the ***. I took my back, but I can’t drive it because of safety concerns.  On 25 October 2022, dealer confirmed they removed both fuel hoses on the fuel filter to service the campaign (exhibit 3). On 27th October 2022 Mr. Mike M**** confirmed the fuel was seeping from the fuel lines to the fuel filter caused due to failed to replace the fuel hose clamps. Per ******** **** repair instruction those fuel clamps should be replaced every time Tech removes the clamps and not be reused. Mr. M**** showed me that fuel leak has stopped after they installed new fuel clamp hoses per ** repair instruction. Since the dealer has confirmed on 25th October 2022 in writing they removed fuel lines and failed to install new fuel clamps per ** repair instructions which caused a fuel leak to my car, and the fuel leak is not related to preexisting problems. The Euro Motors Germantown should write a letter of apology to my family and myself, because the dealership has endangered my family and myself by returning my car with a leaky fuel which could have caused a catastrophic damage or loss of life just because the dealer did not want to replace a part that cost $2.69 (exhibit 4). I tried to resolve this issue for over 30 days at the lowest possible level at the service advisor and then to service manager, but failed. Therefore, I had no choice to get help from external resources.  Regards, ****** ********

• Initial Complaint

  Date:10/12/2022

  Type:Order 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 signed a lease with Mercedes Benz in 2019 for a **** with the option to buy at the end of the lease. In early September, I contacted Mercedes Benz Financial to purchase the car after the lease period of 3 years. They referred me to the dealership to close on the transaction. To my surprise after closing on the deal and reading the original lease and the purchase contract, Mercedes charged me for a processing fee that was not included the lease terms. I contacted Mercedes Benz Financial, they said that is how they proceed with the purchase option and that I had no other options. I am attaching the original lease contract that describes the purchase terms on paragraph 9. I am also attaching the purchase agreement that shows the $499 processing fee.
  My car registration and my tags have expired on 10/10/2022. I cannot drive my car and I am forced to find other mode of transportations for my work and daily commutes such as dropping off or picking up my daughter from school. I am a real estate agent and my car is my way of making my living.
  I emailed and requested an update but I have not received an answer. This complaint has been also with bbb for Mercedes Benz financial: ********.
  I called mercedes to get a payoff letter to take care of my paperwork on my own but I have not receive it yet.
  They are holding my paperwork and moneys and are not providing me with any updates.
  I think that as of today, the dealership is trying to give me a lesson on why I complained, this by not responding to my requests and not responding to my emails or calls. I will be happy to provide you with records of calls, texts and emails that were read.
  Thank you again for your help.

  

  Business Response

  Date: 10/13/2022

  Our General Manager, Jim W******, has been in contact with the customer to resolve. Thank you.
  

• Initial Complaint

  Date:09/21/2022

  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 June 12 2022 , i drop my car to Eurmoter collision center in Gaithersburg location. My car had a linking under the car for fuill water and transmission., and other things . One month pass yet the car is not ready . *********** insurance gave me a rental car which lasted only one month. I was so unhappy and I had anxiety depression that I crushed the rental car. After that *********** insurance said that I have max over my rental which was july 23 2022. Since than I haven’t work I been home no car . Euromotor collision have Kept the car in they possession. Every day I called they keep saying they waiting for transmission and the company is backed up. My son goes back to school tomorrow his a car rider . Only god knows how I’m going to drop him off to school. I’m not working I can’t work no car nothing. Please i need help this is not fair for me or my son .

  

  Business Response

  Date: 09/22/2022

  Our Collision Center Director has spoken with this customer several times. This is a repair that has over $22k worth of damage. The date of loss was reported on 06/01/2022 and was towed to our shop sixteen days later on 6/16/2022.  The vehicle was not drivable and the customer’s insurance company (***********) wrote several estimates, finally writing a supplement for a used transmission on 7/26/2022 to make the vehicle drivable. The owner protested the use of this part, with quite a few back and forth phone calls with the owner, *********** and Center Director. The end result was *********** said this is all they are willing to pay and the customer finally agreed to have us order and install the used transmission.  This caused several more weeks of delay trying to source the correct transmission. The transmission was ordered on 08/08/22 and arrived on 08/19/2022. The vehicle was then towed to our service department in Germantown for the install. Our service department completed the transmission install on 08/31/2022 and brought the vehicle back to the Collision Center to complete the Body repairs. 
  
  The Collision Center just received a critical structural part that needed to be installed first on 9/16/22. *********** has asked us attempt the repair of another critical structural part that we told them needed to be replaced on 8/31/22 (when it came back from service, and was now drivable). Our technician has stressed again that he is unable to repair this part and we are again waiting for *********** to come out and inspect and approve this part so we can order, and install it.