ComplaintsforNew Country Motor Car Group, Inc.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  05/31/2023

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

  Customer response

  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

  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

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  05/23/2023

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

  

  Business response

  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

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  

  Business response

  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

  05/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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.
  
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  04/25/2023

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

• Initial Complaint

  04/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  03/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  03/28/2023

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

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  03/23/2023

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

  Customer response

  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.
  
  
  ****** ***
  
  
  
  

  
  

*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. ↩