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

  
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  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

  
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  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:09/20/2022

  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.

  Date of Transaction: 3/12/2022
  Amout paid: $1636.47
  Customer number: ***** Repair order number: ******
  
  We took the car to BMW Mainline for a brake pad change due to a service due notification - business committed to doing that for 849.45. During this visit I was offered a "complimentary alignment check." Alignment was found to be out. The business committed to fixing the alignment for $189.95.
  
  During this as stated on the invoice they "applied heat to expand metal and free up from rust from tie-rod and while attempting to release bold found bolt sized up and snapped during process" which meant that the "entire R/S tie rod needed replacement."
  
  They said the 2015 car was "old" and that's why it broke. In order to get the car in shape to be able to drive, they needed to perform a repair which we were asked to pay for. This was an additional $630.55. After disputing this demand, they gave a discount for 20% of this portion of the invoice which was $126.11.
  
  I'm looking for a refund for the rest of this repair job which is $504.44.

  

  Business Response

  Date: 10/28/2022

  Our Service Director, Themis G******, spoke with Mr. K************ and Ms. P**** and apologize for not having spoken with them when the problem occurred last March. Themis discussed the technical side of what happened, and offered them $504.44 in credit to use at the dealership, which would allow an opportunity to re-earn the customer’s trust but they found that unacceptable. Per their discussion afterwards, Themis credited the transaction the requested $504.44 and attempted to call them back but could only leave a message so followed up with email and asked that they verify the credit wass received.
  
  

• Initial Complaint

  Date:09/14/2022

  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.

  Since I had everything covered, I took my car to the dealership to have the wheels and tires fixed. The dealer provided me with a complimentary rental car while my car was being fixed. I acknowledged this in the rental agreement form and accepted responsibility for any damage to the rented car. I rented a car for a day, but I put no more than 100 miles on it. I drove over a nail while driving the rental car, which always happens when you drive in Philadelphia. The tire started losing air and flattening out. I paid extra for Mercedes roadside assistance, so I called them to come tow the car. My car was done and I came to pick it up today. Since I had everything covered, my car's total cost was $0. I am aware that I am responsible for paying for any damages, but this is a basic requirement for a rental car, and they should have made it clear that their "brand new vehicle" does not come with such a basic level of coverage. It seems ridiculous that they would charge me for a new tire rather than patch that tiny hole in the tire (their invoice was 320$ labor + 365.99 + 41.16 = 727.15, yet they only want me to pay them 381). They scam me of some money, and everything seems shady because they don't even make it clear on the receipt what I have to pay for. They didn't include anything about tire-flat repair costs; all that was included was a text that said, "road vantage claim # **********". This company seems to be dishonest. Before providing a free rental, you might want to let the customer know that the vehicle isn't insured if a tire flat, because I wouldn’t take the car if I have know about that. I am complaining because I thought it was unreasonable that I had to pay for a new tire. The tire is what cost money and the inner tubbing is much less if they wanted to replace it and not patch it. Heck if they are really putting on a new tire then give me the old one from the rental. Fairly sure they are just going to patch it up.I feel that the amount I paid was extortion.

  

  Business Response

  Date: 09/20/2022

  The customer brought their vehicle in for service and was provided a complimentary loaner vehicle. A loaner agreement was signed, as well as the damage addendum (please see attached rental agreement). MBUSA does not support repair of the run flat tires, which is the type of tire on the loaner. Run flat tires are not able to be “plugged” as it directly affects the safety and integrity of the tire. Also included is the repair order for the loaner vehicle’s tire that shows the total of $428.71. Thank you. 
  
  

  Customer Answer

  Date: 09/21/2022

  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.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/06/2022

  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 bought a used vehicle from this dealership on August 5, 2022. However the vehicle wasn’t ready for pick up until August 11th. I picked up the car and within 2 days I heard my brakes already squeaking, in addition to a rubbing noise as I put the brakes to the floor and come to a complete stop at a stop sign. I called to let service know about my concerns. They advised me that the brakes were 70% good. I requested before I purchased the car if they could replace the brakes as I wanted my car to be safe as well as not have to pay for repairs on a car I just purchased when upon delivery these things should be done. I brought the car in to service and they said brakes are fine maybe it had moisture in them or dust. Fine I said let’s give a few day and I went through car wash if it was dust by chance. I let a few days go by to see if it changes for the better and squeaking/rubbing is still there then bring it back because it’s still sounds squeaky. I needed to travel and didn’t feel like it would be good to drive it a few hours away in its condition but the used car sales manager said I should be ok to drive long distance but noted if it’s still there or get worst when I return, that he’d see what he can do. Now it’s worse since traveling and they still not trying to just replace the brakes and I have been very patient trying to work with what they’re telling me but these brakes are no good. Should have just been replaced instead of making me come back and forth and be inconvenienced for almost a month since buying my car from them.

  

  Business Response

  Date: 09/06/2022

  ******** returned to the dealership a few days after taking delivery of her pre-owned vehicle, indicating that her brakes were making a squealing noise. One of our Lexus Certified technicians and Pre-Owned Sales Manager both did separate test drives to try and duplicate the squealing noise, but could not duplicate ********* concern.
  
  A few days later, the customer contacted the Pre-Owned Sales Manager, again with the same concern of brake noise. He invited her to return to the dealership to test drive together, but again could not duplicate the noise.
  
  Our General Manager will connect with the customer to determine what repairs need to be done to correct the brake noise concerns. Thank you.
  
  

• Initial Complaint

  Date:09/06/2022

  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.

  In October 2019 I leased an Audi A5 from Audi Hawthorne. The salesperson was Raphael R******. The following month we were almost involved in an accident as the tires that were stocked on our A5 were not equipped for ice/snow. We were not informed that the car came with sport tires that were not suitable for this weather (mind you NY is a state which regularly experiences icey conditions in winter). We immediately spoke to a representative at Audi Hawthorne who advised us to take-in the A5 to have tires replaced. We had to buy new tires and Hawthorne advised us that they would store the original stock tires (since we have to return the car at the end of the lease with the original stock tires). We have not had any problems with the new tires and from our understanding, the stock tires were still being stored by Audi Hawthorne. At the end of 2022 we are returning the A5 per our lease agreement. We recently reminded Audi Hawthorne about the tires that we had stocked in storage. We received a response that Audi Hawthorne discarded our tires and had contacted us about this in Spring 2022. Neither I, nor my husband received communication that our tires would be discarded. These tires are expensive, and it is inconceivable that they would be thrown out without our consent. I had several services appointment at the Audi Hawthorne and every time I asked about the tires, I was told that they were in storage and that I had to speak with the manager. After several phone call attempts and at least 5 messages, I went personally to Audi Hawthorne but the manager was too busy to see me. I seek clarity on the situation as it is not reasonable to to be charged for tires that Audi Hawthorne discarded without my permission. I sent Audi Hawthorne an email and they said they would call me but have not called (attached).
  Our car is registered by Audi Hawthorne under: Anderson Alves, Inc.
  The tires that were discarded cost around $5,000.

  

  Business Response

  Date: 09/12/2022

  Audi Hawthorne purchased the customer’s lease outright on September 9, 2022, hence they will not be responsible for any obligations from the lessor.

• Initial Complaint

  Date:09/02/2022

  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.

  On July 29, 2022 I asked Chief Finance Officer Todd before I arrived did he accept form 1099A he informed yes he did. The first item on the 1099A is for acquisition means for the lender (buyer, purchaser,) and the borrower (seller, supplier, provider). By the correct understanding of this form, this means that the debt as noted in box 5 is a payment. Once I did arrived it turned into a Consumer Credit Transaction and he then asked me for down payment which is illegal Pursuant to 15 U.S.C 1605 (a)“Finance charge” defined
  Except as otherwise provided in this section, the amount of the finance charge in connection with any consumer credit transaction shall be determined as the sum of all charges, payable directly or indirectly by the person to whom the credit is extended, and imposed directly or indirectly by the creditor as an incident to the extension of credit. The finance charge does not include charges of a type payable in a comparable cash transaction. The finance charge shall not include fees and amounts imposed by third party closing agents (including settlement agents, attorneys, and escrow and title companies) if the creditor does not require the imposition of the charges or the services provided and does not retain the charges. Examples of charges which are included in the finance charge include any of the following types of charges which are applicable:
  (1)Interest, time price differential, and any amount payable under a point, discount, or other system or additional charges.
  (2)Service or carrying charge.
  (3)Loan fee, finder’s fee, or similar charge.
  (4)Fee for an investigation or credit report.
  (5)Premium or other charge for any guarantee or insurance protecting the creditor against the obligor’s default or other credit loss.
  (6)Borrower-paid mortgage broker fees, including fees paid directly to the broker or the lender (for delivery to the broker) whether such fees are paid in cash or financed.

  

  Business Response

  Date: 09/07/2022

  The customer went to the dealership with the intent to purchase $107,000 pre-owned vehicle. A credit application was completed and signed by the customer so the dealership ran the customer’s credit, but the bank did not approve the loan. The sales person asked how much the customer would like to put down, which is not illegal.  
  
  

• Initial Complaint

  Date:08/25/2022

  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 was leasing a car. Lexus is currently offering a $2,000 college graduate rebate for buyers who are approved to lease the car. My co-signer is a recent college grad and had all of the credentials needed. The dealership told us she wasn't approved for the rebate due to a delinquent account I. Her credit. However, that same issue came up back in February (and she rectified it) and she was given the rebate on the previous Lexus she leased. When we asked to speak to the financial people we were told they said no and don't speak to customers.

  

  Business Response

  Date: 08/29/2022

  ***** ********* denied the college graduate rebate due to a delinquency on the co-applicant’s credit. The Pre-Owned Sales Manager spoke to a supervisor to see if an exception could be made, but it was denied. The bank analysts only speak with the dealer, not the customers. Please find attached the LFS approval for the deal that shows the rebate denial. Thank you.