ComplaintsforEasterns Automotive Group

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family farm recently purchased a truck from Eastern Motors in Frederick, MD. We were super excited because trucks have been hard to find. We contacted a company to install a fifth wheel hitch and it took 3 weeks to get the part in. We took the truck to get it installed and the mechanics was very worried and concerned for us because the bed of the truck was going to fall apart if he took it off. He advised it was EXTREMELY dangerous to use this bed. The rails were rusted out and so are the motor mounts. This truck is a hazard to be on the road. We contacted Easterns and they did not see an issue with the truck and its condition. We took the truck to an independent mechanic for an inspection which it failed. Easterns sold us a truck that failed inspection and is a hazard to drive. Our safety and other people’s safety around us are in jeopardy when driving the truck. We are seeking a refund for the truck. We have several suppprting documents which we have submitted to the MD attorney general as well. Thank you.

  

  Business response

  06/05/2023

  Hello,

  The vehicle did pass Maryland State Inspection and the inspection was verified by a State Trooper.

  Additionally, the vehicle was sold with a 30 day/1,000 mile warranty, which had well-expired when the concern was brought to management.

  Thank you.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the Eastern Automotive on *** ******** ** in Marlow Heights on 1/29/23 to purchase a car. They ran my credit and I was shown 2020 **** ******. The car seemed fine at the time and they promised that the car was inspected and in perfect condition. At the time of negotiations for the price of the vehicle I requested a warranty for the Vehicle and low payments. The agent ****** and subsequently management informed me to get the best price they would have to get the financing approved and that i should come back in the next day. I went back 2 days later and purchased the car on 1/31/23. In march the first week of march noises started to come from beneath the hood. The day after the noises started I went back to Eastern to figure out what was wrong with the vehicle and to make good on my warranty. When I arrived at the eastern I spoke to the agent ****** who had handled my initial visit. He tried to say that the noises coming from under the hood was a loose belt nothing to do with the engine or power train system. Suspicious of that claim I then requested that they fix the issue in accordance with the warranty. He then pulled up my information and notified me that I had not opted in for the dealership warranty. This was clearly a lie so I requested he pull up the documentation. They pulled up the price sheet for the car except this time it had a zero in the location for the price of the warranty. They refused to sign me up for a warranty because they knew the car had serious issues. I went back and forth with Management for about an hour until one of the managers informed me that my car was still under the manufacturers Warranty and to make good on it I should go to the dealer. This was another Lie. I went to the dealer and figured that out in person. I took the car a week later to a mechanic to which they informed me that the engine has been experiencing misfires and that it might have a CRACKED CYLINDER as well as a FAULTY TRANSMISSION. I was sold a Lemon

  

  Business response

  06/05/2023

  Hello,

  The vehicle was sold with a limited 30 day/1,000 mile dealer warranty, which had expired when the concerns were brought to the attention of management. We are inclined to sell extended warranty, however, the approval provided by the lender cannot exceed a specified total amount financed. In simpler terms, the extended warranty would not fit within the approval. The customer did purchase the Premier Tire, Wheel & Rim Protection package.

  The customer may send any documentation supporting repairs to [email protected] for potential reimbursement consideration or visit the location of purchase to qualify for trade.

  Thank you.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They have given me the run around to repair a part on my vehicle and are not calling me back. This has been an issue since I purchased the vehicle from the moment the Sales Manager ***** lied and stated my old Sales person **** was no longer there and tried to stack me and my friends sale together with **** and there were other sales men and women with no one, to going back and forth on getting the repair done. One of two repairs done is falling off. Its ridiculous since Im a repeat customer and I had my husband previously purchase a vehicle within a week of mines.

  

  Business response

  06/05/2023

  Hello,

  An appointment was scheduled for service and missed. We have been attempting to schedule another appointment at the ***** service center requested by customer, however, availability is scarce. We will continue to try or if the customer prefers to schedule an appointment themselves, they are welcome to do so and coordinate with the location of purchase *************).

  Thank you.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Just March of this year, I was looking to buy a vehicle and felt Easterns Alexandria VA location would be the best option since I brought my previous car from them. At the time of purchase, I was told that my car had already been inspected in Virginia, so I lucked up on needing to the vehicle inspected again in order to get my tags. I was assured twice by my salesman and twice from the woman who had me sign my paperwork that inspection was not needed. I went the extra mile to ask this multiple times because I literally had my tint appointment set up for the following day. A little over three weeks go by, and my temporary tags are about to expire. I receive a phone call stating that I needed to now get my car inspected in Maryland in order to get my tags. I stated that "you all assured me that an inspection was not needed! I have already been driving around with my tints for what is about to be a month now"! No, I'm sorry, no sort of empathy of any sort for the mistake that was told to me by YOUR team! I had to then pay $100 to get my tints removed, $100 for the inspection, $100 to get tints replaced back to my vehicle, make appointments, have some of them canceled, and also take time away from work to get all these things done while also changing the schedule of my 4-year-old! To not receive not even a BIT of empathy, a simple sorry for THEIR mistake is unacceptable. I am out more than $600 additional dollars! I have reached out to the salesperson, customer service and nothing! If I knew this was the way business was ran, I would have never returned to make my car purchase here.

  

  Business response

  05/23/2023

  Hello,

  We apologize for any miscommunication and inconvenience. The vehicle was in-fact inspected in VA, however, MD registration requires a MD inspection.
  
  In an effort to compensate your inconvenience and bring this matter to an end, we would like to offer reimbursement in the amount of $300.00.
  
  If you choose to accept, please email [email protected] for further instruction.

  Thank you.

  Customer response

  06/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ******* ******
  

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 18, 2023, I went to Laurel Eastern motor and looked at a car. I put $500 down for them to hold the car. I went back on 19 March and decided that I did not want the car and asked for my deposit back. I was told it had to be approved by the Corporate office and it should be done on 20 March. I waited for a call that I never received. So I went back down to the dealership again. I was told that it should only take until the next day. I called the corporate office and told them what happened. They told me that it needs to be reviewed to determine what I will get back after they minus the processing fee for paperwork to the DMV. Why am I being charged for processing fee when the $500 was only to hold the car? I never had the car. It never left the dealership and I never finalize any paperwork. I called the customer care center several times only to be told it will take 2 weeks for the review. It did not take 2 weeks to take the money out of my account. This is poor customer service and I will never shop or refer anyone to them again.

  

  Business response

  05/24/2023

  From: ********************* <*********@easterns.com>
  Date: Tue, May 23, 2023 at 5:43 PM
  Subject: Complaint ID: ******** | ************************
  To: *********************** <****************@mybbb.org>
  
  Response to complaint:
  
  Desired settlement has been met; customer was refunded $500.
  
  Thank you,
  
  *****************
  Sales Center Manager | Easterns Automotive Group
  
  ************** | ************@easterns.com

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January of 2023 I purchased a vehicle from eastern motors on Pulaski highway. About 3 weeks or so I decided to get the brakes looked at at the Infiniti dealer because I had thought that I needed brakes. To my dismay, they told me the unfortunate news that I needed an entire new engine. I purchased a 2020 ******** *** with about 59,500 miles (an estimation) on it. There’s no way I need an entire new engine. But, that was the reality. So I proceeded back to eastern motors that exact same day to let them know the situation. I was still within my 30 day warranty at the time so they acknowledged & after discussion, told me they would repair it. Later that same day or the next day, they called me & determined that they would instead swap the car out instead of repairing it. When I asked why, I wasn’t given a direct answer but was reassured I would be put into a car of equal value. I arrive a couple days later to discuss swapping out for a new car. Fast forward to the end of said discussion, not only did they want me to put down another down payment but my car payments would also increase as a result. Need I mention that they offered me the EXACT same car but they wanted a $4,000 down payment & the car payment would be higher! How is that possible when I only paid $575 down payment for the same car a month ago? They knew something was wrong with that car & continued to sell it to me as if it had no mechanical issues what so ever. So I didn’t agree to any of that because I feel as it is not right. They even said they wouldn’t purchase my car back until I purchased another car through them. I removed the insurance from the vehicle as a result, now I’m gonna incur charges from the MVA. It’s going to start negatively impacting me financially. The car payment is now due as well. The entire process was flawed & I feel as though I was taken advantage of due to my financial situation. I can’t do anything wit the car if it’s not drive able. I need help.

  

  Business response

  05/24/2023

  From: ********************* <***********@easterns.com>
  Date: Tue, May 23, 2023 at 6:45 PM
  Subject: Complaint ID: ******** | **************************
  To: *********************** <**************@mybbb.org>
  
  Response to complaint:
  
  Once the vehicle was diagnosed, it was determined the next best course of action would be to exchange customer into a more reliable, functional vehicle.
  
  Inventory was reviewed and another ******** *** was acquired to customer-preference (higher in value). Approval was renewed with the lender and updated finance terms were provided.
  
  Please be aware, we do not set finance terms. Monthly payment, down payment, rate and so forth are all determined by the lender. 
  
  Customer was not satisfied with updated finance terms, no other vehicle was to customer satisfaction, therefore no agreement reached.
  
  Thank you,
  
  *****************
  Sales Center Manager | Easterns Automotive Group
  ************** | **************@easterns.com
  

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2012 ************* on 2/01/2023. However two (2) days later the engine light came on. The car has a two(2) years warranty. I called Easterns Automotive Group and told them what was going on with the car. They informed me to bring the car in to be serviced. They claimed they examined the car and found nothing to be wrong with it. They did not give me any paperwork to indicate that service was performed. Approximately four (4) days later the problem reoccured. I called them but to no avail. So the problem continues to be ongoing. After several attempts to contact them I became frustrated and stressed. I continue to wait on them. On 3/01/2023 I contacted my friend and asked what can be done. They informed me to contact BBB. Also, I contacted Eastern Automotive Group and they said they would call me right back. Well I am still waiting for them to contact me. Can you please me?

  

  Business response

  04/18/2023

  Hello,

  The vehicle purchased (2012 ************* ****) was sold as-is with no dealer warranty. Please see attached and signed Buyers Guide.

  The customer did purchase an extended warranty with Safe-Drive in which major components such as the engine are a covered item. A claim can be filed at ************** any time.

  I have also attached the extended warranty contract. Thank you.

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a car signed all paperwork took ownership of the car now they keep calling saying they calculated my income incorrectly and need me to come back and redo the deal and bring them an additional $400. It was my assumption that the deal was done is this legal? They are now texting me threatening to repossess my vehicle

  

  Business response

  04/18/2023

  Hello,

  This matter has been resolved. Financing secured, no additional funds needed.

  Thank you.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cosigned a car for my daughter. I was told that she was approved and just needed a cosigner. All the while they listed me on the paperwork as the buyer. I can't read that well so I feel as though I was taken advantage of. I need help correcting this information on the documents. I called Santander and was told that this is what dealers do to get the deal through and that it's not honest that this was not explained to me. However, Easterns Motor has me purchasing a car that I didn't want.

  

  Business response

  04/18/2023

  From: ********************* <**************@easterns.com>
  Date: Tue, Apr 18, 2023 at 1:55 PM
  Subject: Complaint ID: ******** | ********************
  To: *********************** <****************@mybbb.org>
  
  Response to complaint: 
  
  Both buyer and co-buyer were presented with the contract for review before final signatures.
  
  Unfortunately, the contract cannot be revised once finalized with the lender.
  
  Please be aware that on a joint loan, both buyer and co-buyer have 50/50 ownership. A joint loan is also reflected identically for both parties to major credit bureaus.
  
  Thank you,
  
  *****************
  Sales Center Manager | Easterns Automotive Group
  ************** | ******************************* 

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the truck from Eastern Motors Rosedale on December 28th. At that time the only issue I noticed was the seat belt light staying on. It took them few weeks to get the problem resolved. A few days before I was to bring my truck in to get the seat belt sensor replaced, my front driver side headlight went out. I informed my salesman **** that the light had gone out and that I purchased the bulb and can they put the light bulb in for me since it was going to VA for the sensor repair. I even asked the manager *****. A couple of day later I go t my truck back. **** informed me that since I had to leave town to bury my father in law that I had gone over the 1,000 mile warranty and they wouldn't fix it. So I took the vehicle to my mechanic, he in turns informed me that my light blew because there's condensation in the light assembly and that this truck should have never past MD state inspection. My husband called ***** he then gives him a the number to the general manager. We were told to get an estimate because there is no way we should have this kind of problem and I haven't had the vehicle that long. I go to the dealership get the Estimate two days later emailed the estimate before I even left the dealership. My husband call the manager *** every single day from the moment only to keep getting he was in a meeting. On this past Saturday I get a email from *** stating that he was out of the office and that he apologize. Its now Wednesday and I hadn't heard from him despite my husband efforts to get into contact with him. So, I emailed him and finally got a response back just for him the tell me that the claim was denied because I exceeded the mileage and to contact the extended company to see if its covered. Which is by the way not a good warranty per one of the representatives. My husband and I have no choice but to pay the 2,014.00 to get the headlight replaced because I cant drive my vehicle at night and I haven't even made my second car payment yet!!

  

  Business response

  03/25/2023

  Hello,

  The items brought to our attention and covered under the 30 day/1,000 mile limited warranty were addressed (repaired presence harness and module).

  Customer informed us of the headlight issue on 2/9/23, dealer warranty expired 1/28/23 by days and miles. Furthermore, the headlight is not a covered item under the dealer warranty.

  Customer was advised to contact their extended warranty for potential coverage.

  Thank you.

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