ComplaintsforNew Country Motor Car Group, Inc.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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

  03/16/2023

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

  Customer response

  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

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  02/17/2023

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

  Customer response

  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

  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

  02/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 response

  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.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/23/2023

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

• Initial Complaint

  01/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  01/24/2023

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

  Customer response

  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

  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

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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

  11/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

*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. ↩