I had been bringing my vehicle here for repair and maintenance for three years. At first they did a…read moregreat job. The past two visits were abysmal. May 2025 my car's check engine light went on. I brought it in and since I had an ODB reader I told them the code. They re-read it anyway and charged me labor. I didn't get the car back for days (they blamed the parts guy). Then when I pick it up, and was about two blocks away from their shop, the check engine light went on again and so did the overheat alarm. I went right back, they were already closed up. So I had to wait a couple more days to get my car back (they're closed on weekends). Turns out they didn't burp it properly. My coolant was low the next time I got an oil change (somewhere else) February 2026. Fast forward... May 2026, the coolant is low again and the check engine light went on. When I dropped the car off I left an explicit note with the code, said to not to read it again (if it would be an extra fee) and that it is leaking coolant please fix that. Did they fix the leak? Nope! They replaced an unrelated part (that may or may not have even been broken how would I know?) and never checked for a leak because they "didn't see anything". Just over two weeks later the car is trailing coolant forcing me to take it somewhere else and pay a premium (over the holiday weekend) to get it repaired. I'll never go here again and you shouldn't either.

These folks are the best! Dale, Kelly, and Ed are so honest, fair, and professional that I will…read moreonly bring my cars to their shop for any work. If you're looking to get any work done to your vehicle this is the best shop you could bring it to, it will be done right and affordable every time. I also bought a car here a few years ago, and I never had any issues with it at all, i was young and they taught me all about how to maintain the car, and always took the time to answer any questions I had. This Auto Center is a staple in the community and deserves an award for the best auto center experience you'll ever have!

I don't know what to say other than Customer Service and Communication are more than lacking with…read morethis dealership. After I paid my deposit communication was lacking for nearly 7 weeks, even after promises were made. Since picking-up my car, I've taken the car in for servicing a defecting driver's side mirror twice, only to be ushered away without being seen by a service assistance, being made to feel stupid then angry. Upon visiting the second time even the service manager admitted it was defective and told the service assitant to order a whole new mirror. For eight days I played phone tag with the dealership, even though they knew I was a teacher and my availability. On my return messages I said when I could come for service (I live an hour away in MA). I was NEVER able to make contact to schedule the third visit to get the repair. I finally said I'm done and my last message said to cancel any future service, that I would no longer do business with the dealership. I then received a voicemail the next day.....while teaching, from the Service Manager, asking me to call him. Nope.....I'm done with New Country Lexus of Latham. I've put in writing to them that I want my 75,000 mile maintenance agreement cancelled and refunded, that if I had to pay out of pocket for my local Toyota dealership to do my servicing, then having this maintenance package was useless. I'm also considering just taking the loss and trading in the 7 month old car for the car I wanted originally (a Toyota Grand Highlander Max Platinum). I'll lose a bit in the process, but if this is how I feel after 8 months, I don't want to continue.

One Star because of dealership's poor customer service due to overbooking appointments…read more Four Stars for technicians and service advisors. I had a Monday, Jan. 6, 2025 appointment which was made five weeks prior and confirmed for routine maintenance (Warranty) on my 2021 Lexus RX 350. 9:30 am --Arrived on time and checked in for 20,000 mile checkup which was only tire rotation, battery check, and fluid check. Went to waiting room which I noticed was full to capacity. First clue as to what was to come. 10:30 am --Checked to see if work was completed. Told no. Returned to waiting room. Lucky to find a chair. 11:15 am -- Went to Service Manager (who was pleasant) to say I needed my car to get home to relieve caregiver. 11:25 am --My car was brought out. It had been vacuumed but not washed. I needed to leave. Paid my bill. Complained about amount of time for appt. In waiting room, I had heard from several that this happens often because of overbooking. It was a ridiculous amount of time for a routine appointment with little work to be done! If they asked/called, I would have rescheduled my appt. Problem is franchise/corporate greed which allows over scheduling. Profits come before customer satisfaction. As customary, I received an email customer satisfaction survey from franchise. I gave a detailed account of my bad experience. Shortly after, received another survey from corporate. I expressed my dissatisfaction again. It has been about a month, and I have not been contacted by New Country Lexus of Latham. This is unacceptable especially when the follow-up survey stated: "We want 100% customer satisfaction." I have not experienced these problems with the BMW dealership and the Accura dealership.

Smooth process great customer service prompt response times. Fantastic experience. The car is…read moreawesome too ! Thanks Jay ! You Rock !!!

I recently purchased a car from JBR, and I can't express how incredible the experience was! From…read morethe moment we walked in, we were treated like family. The dealer, Jay, was nothing short of wonderful. His honesty and transparency stood out immediately; he took the time to understand our needs and even cautioned us away from certain vehicles that weren't right for us given our circumstances. It's rare to find someone so genuinely invested in their customers, and that was evident throughout the entire process. After the purchase, we ran into a couple minor issues, but Jay was extremely responsive and quick to address each one. He fixed everything on the spot- no questions asked and with zero charges! For what many other dealers would simply take a half measure or turn off a code, Jay replaced the part. It really made us feel valued and reassured. We now stop and say hello to Jay every time we are passing the shop. Funny enough- we have run into people that we know at his shop, all doing the same thing. What other used car dealer has clients that randomly show up and are treated like family?! HIGHLY recommend JBR to anyone looking for a vehicle, thank you Jay!

We stopped in about a week or so ago to look at a vehicle…read more We were assigned a sales person. Although the assigned person was very pleasant they gave us totally incorrect information about the vehicle warranty and also regarding some of the vehicle features. We did not realize the info we received was bad until we did our own research when we arrived back home. Prior to discovering the bad info we actually put a large deposit on the vehicle. Upon discovering the bad info we were going to call off the purchase but decided to go back to the dealership a few days later to speak to a Sales Manager. We made contact with a Sales Manager by the name of Walter. In short, he was honorable and outstanding! He listened to our issues and corrected the wrong feature info we were given and, more importantly, he agreed to honor the vehicle warranty that the original sales person had told us - as incentive for us to purchase the vehicle. He also assigned us a new Sales Representative by the name of Kia Smith. Kia was absolutely SUPER fantastic! She went over every feature detail, answered all of our related questions, and actually sat in the vehicle with us to demonstrate the features. Walter's high degree of integrity and Kia's truly outgoing personality and depth of knowledge saved the vehicle sale for the dealership. These two individuals are an absolute credit to their employer and we would not hesitate to purchase another vehicle from them in the future. This was our second vehicle purchase from this dealership and there will be more (but hopefully not for a while :))

The worst experience I have ever had was at this dealership. Extremely unqualified racist,…read more "assistant manager" Named 'Wil' or 'will' who might actually be the toilet cleaner of the place, has no idea how an "assistant manager" should conduct himself and communicate with their customers. Instead of approaching people by introducing himself, he comes to you asking "what is your question" then goes to try and snatch papers from your hand when you try to communicate your frustration of an increased price that you never signed or agreed to. Every dealership I have visited will quote you one price with all fees and taxes included, this dealership does not. They will provide you with a quote without adding or mentioning taxes, and when you arrive they have this 80 year old 'tuff guy' who embarrasses himself trying to intimidate you. Keep an eye out for the clown with the colorful sneakers limping around.

I had used Exit 5 previously with no error, until I needed my parking brake fixed. I took my…read morevehicle in for service and they told me it needed 4k in repairs, and that the warranty would cover 3k. Days after its in the shop, they call me and tell me THEY broke a bolt and that they cannot finish the work until I paid for the new part myself. They then OFFERED to put back in the BROKEN part if I did not want to pay for the new part that was "covered under warranty". Awful Customer Service, Corey the "Part Owner" shows no sympathy nor intellectual thinking. AWFUL business and a terrible way to retain customers.

Sold us a lemon. This car has been nothing but problems since day 1. Notice all the other…read morereviewers who left 1 star ... don't buy from here.