Complaints
This profile includes complaints for Easterns Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 85 total complaints in the last 3 years.
- 21 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/02/2023
Type:Status:ResolvedMore 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 September 23, 2023 I purchased a 2020 *** ** *** for $35,430.94. After driving it for a couple of days the check engine light came on call back to eastern in Laurel and talk to ******. He told me to bring the vehicle in that following Monday, but that Sunday the check engine light went out so I didnt need to bring it in. A few days later, the check engine light came back on again, so I called ****** again and let him know that the check engine light was back on. He told me to bring it in that following day. I dropped the car off and kept on inquiring about when it was going to be ready as I was without a vehicle. They did not provide me with a loaner at this time. I contacted them and told them I needed a loaner and that I was without my vehicle for a week and a half.I finally received a loaner and the next day my car was fixed. They said it was a purge valve that was wrong. I went and picked up the car and lo and behold. A few days later the check engine light came on again I called ******* and told them that I needed a loaner car this time when I dropped the car off, he said no problem. I called ****** on Monday and let him know that I had just put tint on my front windows and that the windows cannot be let down for 3 to 4 days and he said OK no problem bring it in on Thursday. I will not be there, but I will let everybody else know whats going on. Its now Thursday, so I called to Laurel Eastern this morning to let them know what time I would be dropping my car off talk to somebody named *****, which was his second day on the job and he said he knows nothing about it. I told him what ******* said and he said just bring it back tomorrow which should be Friday at 10 AM when ****** will be back to work. I asked him about the loaner and he said he cannot say if I would get a loaner or not that it needs to be approved through corporate and once approved they have to make sure that they have plates that they can put on the loaner vehicle for me to use.Customer Answer
Date: 11/17/2023
My car has been in the shop more than I have had it. Monday is the 3rd time my car will be in the shop without being fixed. Under Maryland Lemon Law I am entitled to a refund, replacement or fix it. They do not fix it and I cannot get a replacement car until the plates become available.
Business Response
Date: 12/01/2023
Hello,
This matter has been resolved. Loaner vehicle provided; repaired vehicle (replaced Purge Valve & Tank Ventilation Line with Pressure Sensor).
Thank you.
Customer Answer
Date: 12/04/2023
[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 appreciate you finally fixing my vehicle. In the future I would ask that your company be more responsive to your customers needs. The only reason my car was finally serviced is because of the complaints I filed. It shouldn't be that way.
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
Date:09/29/2023
Type: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.
Hola negoci un auto ****** ****** 2017 supuestamente nuevo pero el día que lo estaba negociando no lo tenia en el dealer y decidieron mostarmelo de noche y por ese motivo no pude ver los daos que tiene el auto al da siguiente vi los daos que el auto tiene y la verdad este auto es chocado y est reparado tiene un empaque de la puerta derecha rota el cerrado a mando de control no funciona en los para brisas le falta otro empaque los rines son recin pintados tienen corrosin los emblemas estn quebrados el bomper trasero y delantero estn recin pintados y sin profecion se le ve rseo y goteo de la pintura que usaron y el motor cuando est en marcha hace un ruido en el motor y ese negocio lo hice el 09/15/2023 y al da siguiente vi todos esos inconvenientes que describo aqu
Hello, I negotiated a supposedly new 2017 ****** ****** car but the day I was negotiating it I did not have it at the dealer and they decided to show it to me at night and for that reason I could not see the damage to the car. The next day I saw the damage to the car. And the truth is, this car has been crashed and has been repaired. It has a broken gasket on the right door. The closed control knob does not work on the windshields. Another gasket is missing. The wheels are freshly painted. They have corrosion. The emblems are broken. The rear and front bumpers are broken. They are freshly painted and without professionalism, they look pink and dripping from the paint they used and the engine when it is running makes a noise in the engine and I did that business on 09/15/2023 and the next day I saw all those inconveniences that I describe here
Customer Answer
Date: 10/07/2023
Pues la verdad no me solucionaron mi problema si no que mejor me quitaron el carro y no me quieren devolver los 1359 dlares que les pague
Well, the truth is, they didn't solve my problem, but rather they took my car away and they don't want to return the 1,359 dollars I paid them.
Customer Answer
Date: 10/11/2023
Me siguen haciendo cobros y ya no tengo en carro conmigo m vivieron a cobras 350 dlares
They keep charging me and I no longer have a car with me and they lived on charges of 350 dollars
Business Response
Date: 12/01/2023
From: ********************* <********@easterns.com>
Date: Fri, Dec 1, 2023 at 2:44 PM
Subject: Complaint ID: ******** | *********************************, *****************************
To: *********************** <************@mybbb.org>Response to complaint:
Vehicles are priced and sold physically as-is; cosmetic wear and tear not covered.
It was agreed upon to have the vehicle serviced (at our cost) per customer request.
Additionally, the customer can email ***********@easterns.com with photos and/or videos showing damage to determine if further assistance can be provided.
Thank you,
*****************
Business Development Manager | Easterns Automotive Group
5-Year Commitment
Initial Complaint
Date:09/27/2023
Type:Status:ResolvedMore 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.
Purchased a 2022 vehicle from Easterns Automotive Group in Laurel, MD. The vehicle came equipped with a ****** device, I paid an additional $500 for that device and I still have not receive any information on how to activate it, I contacted ****** and they informed that Easterns has not initiated the transfer of ownership and there is nothing they can do until that is done, I have called and emailed Easterns but all my communication attempts are being ignored. Also, the MVA claims my license plates have been shipped to the Easterns but nobody has contacted me about it and again, my calls an emails are being ignored.Business Response
Date: 10/03/2023
Hello,
This matter has been resolved. ****** device activated and license plates provided.
Thank you.
Customer Answer
Date: 10/19/2023
[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
Date:09/25/2023
Type: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.
Dealer acquired insurance for me that i could not afford without showing me the final number so i could accept or refuse. ****** insurance co. acting for Maryland auto insurance fund. was also guilty of this. Dealer and insurance agency mislead me with the amount, and paperwork was just put in the glovebox of the car without showing me first. I did not look at it at first based on the conversations i had with dealer and the insurance agent. I trusted what they told me in other words. Now i have to voluntarily repo this car based on the fact that i can't afford the insurance.Business Response
Date: 12/01/2023
From: ********************* <***********@easterns.com>
Date: Fri, Dec 1, 2023 at 1:30 PM
Subject: Complaint ID: ******** | **********************
To: *********************** <*****************@mybbb.org>Response to complaint:
Both dealer and insurance provider discussed insurance coverage and rates, which requires approval by the customer to complete a final purchase.
Unfortunately, adjustments to insurance cannot be made on our end at this time due to vehicle being purchased over 4 months ago (06/24/2023).
We advise the customer to qualify for a trade that may lower both insurance rate and monthly payment, or shop insurance providers to lower insurance rate.
Thank you,
*****************
Business Development Manager | Easterns Automotive Group
5-Year Commitment
Initial Complaint
Date:08/25/2023
Type: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.
Easterns automotive sold me a car on Mar 3 2022 with am extended Warranty. In July 2023 the engine gave out and is full of sludge Easterns didn't protect me as a consumer and sold me a car with a sludge engine from the previous owner this vehicle had no service records so no warranty won't fix this problemCustomer Answer
Date: 08/30/2023
Easterns automotive sold me a car on Mar 3 2022 with am extended Warranty. In July 2023 the engine gave out and is full of sludge Easterns didn't protect me as a consumer and sold me a car with a sludge engine from the previous owner this vehicle had no service records so no warranty won't fix this problemBusiness Response
Date: 10/03/2023
From: ********************* <*********@easterns.com>
Date: Tue, Oct 3, 2023 at 2:48 PM
Subject: Complaint ID: ******** | **************************
To: *********************** <**********@mybbb.org>Response to complaint:
The vehicle in question was purchased nearly 18 months ago (03/01/2022). Easterns Automotive Group offers a 30 day/1,000-mile warranty, which is well-expired.
The consumer did purchase a 2 year/24,000-mile extended warranty, under which the engine is typically a covered item. According to the ****** report, the last reported oil change was on 10/15/2022.
Please understand vehicle maintenance, specifically an oil change, is important to the functionality of the engine. The consumer is recommended to appeal the claim with their extended warranty company if still under coverage, however, lack of maintenance is grounds for denial of a claim.
Thank you,
*****************
Business Development Manager | Easterns Automotive Group
5-Year Commitment
Customer Answer
Date: 10/03/2023
Complaint: ********
I am rejecting this response because the car was sold to me driven over 29,000 miles with no previous service/oil change records which voids all warranties. EASTERNS sold me this car 29,250 miles with an extended warranty which all was voided due to previous service records. The oil change I performed was on schedule it is to be changed before every 10k miles which I did. The ******* dealer told me that the car was damaged from the start from previous owner based on how the inside of the engine looked. Me as a consumer trusted this dealership and was clearly scammed.
Regards,
*************************Initial Complaint
Date:07/20/2023
Type: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 7/19/23 I arrived at Eastern Automotive at 4:20pm I was not allowed to leave UNTIL I agreed to additional services I repeatedly said NO I do not want GAP coverage I repeatedly said No I do not want ****** coverage. I was not given a contract for the car I was buying until I finally agreed to these extra services!!! I left there around 8pm!!!! I told them I needed to leave by 6pm to get back to Virginia. On my contract it said GAP and ****** coverage was OPTIONAL and that I did not have to get them to complete the financing agreement. I told the the lady this that it was optional she said she have to call the sales manager!!! WTF this meant to me I be there even longer. I am saying again less than 24 hrs from signing and escaping I do not want GAP coverage or ****** coverage I want it removed from my financing. At one point the sales rep said the bank charges them fees for financing and they can recoup the losses like this WTF???!!! I want a refund of those products OR I want it removed from my financing bill in an adjustment to my finance agreement.Business Response
Date: 08/14/2023
Hello,
We apologize for any inconvenience. As per the complaint, the customer did agree to purchase the previous mentioned products prior to finalizing the contract.
Though ****** is a non-refundable product, please be aware GAP is refunded by the lender once the loan has been paid in full.
Thank you.
Initial Complaint
Date:06/26/2023
Type:Status:ResolvedMore 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.
My Fiancé & I purchased a 2016 **** ***** with almost 35000 miles on it. Within those 30 days, we have had a " air sensor fault " then had a major blow out due to that sensor. Had to change 4 DRY ROTTED tires within the first week. They refused to fix the air sensor fault. Come 3 weeks into having the car, we are now having transmission over heating problems. These employees have threatened to beat my boyfriend up , I have the videos. I have asked them numerous of times to help us before turning our car over to ford for fixing. The car dealership never told us we were buying a dual clutch transmission. We were under the impression it was a automatic transmission as thats what the car seems to be! Even though it was within the 30 days , they still REFUSED to help and give us a loaner car while we will be without one. Our jobs are now at stake due to no transportation.Business Response
Date: 08/15/2023
From: ********************* <**********@easterns.com>
Date: Mon, Aug 14, 2023 at 8:14 PM
Subject: Complaint ID: ******** | **************************
To: *********************** <**************@mybbb.org>Response to complaint:
Hello,
Customer was advised to take the vehicle to a **** dealer as an extended warranty was purchased at the time of sale, under which the transmission is a covered item. A claim can be filed at **************.
Please refer to the Limited Warranty and its Covered Parts within your contract. Tires are simply not a covered item, and the vehicle did pass MSI.
In an effort to satisfy customer, we are offering to reimburse the $200.00 deductible (if applicable) associated with an extended warranty claim. Should you choose to accept, please email ******************************* directly.
Thank you,
*****************
Sales & Finance Center Manager
Customer Answer
Date: 08/15/2023
[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
Date:06/08/2023
Type: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.
This complaint is against Eastern Motors.I thought and trusted that I was purchasing a certified vehicle and when I test drove it in a residential area it drove fine. I signed the paperwork and proceeded to the beltway. As soon as I got this 2019 ******** *** to 85 mph it started shaking violently then when I got to my destination it was smoking from the hood and I noticed a crack in the windshield. I called the next morning and was told to bring it back. I decided I didn’t want to vehicle since they have a 7 day return policy I wanted my down payment back and for them to cancel the loan. I was told I had to exchange the vehicle instead and they don’t give money back. I contacted customer service they told me they what they have stated on their website is not accurate and they have an exchange policy which is false advertisement. The general manager caught an attitude with me because I told him I lost faith in your company and all the vehicles on your lot. If your mechanic forgot to fix the one I purchased what makes me think he didn’t forget to fix the next one you want me to exchange it for? I will never do business with these crooks again. And the vehicle has a open recall on it so how on earth can you sale me a vehicle with a recall on the car fax! Then lie to me and tell me you sent my vehicle to the dealer for 5 days but don’t provide no breakdown of what they fixed? Then we found out there was no windshield fluid in it then when I checked the oil the oil was black. How is this vehicle certified when the stupid oil wasn’t even changed before you put it on your lot and sold it to me. That’s the first thing that should’ve been done! And I still haven’t received not even an apology for the inconvenience or the pain and frustration this has caused me. Finally I took the vehicle to a mechanic at Nissan and they found out the lower control arm was ripped on it and was questioning how it passed Maryland state inspection. They put my life in dangerBusiness Response
Date: 08/15/2023
From: ********************* <**************@easterns.com>
Date: Mon, Aug 14, 2023 at 8:14 PM
Subject: Complaint ID: ******** | ************************
To: *********************** <***************@mybbb.org>
Response to complaint:
Vehicle was operated at 95 mph, over the legal speeding limit.
A manager test drove the vehicle and could not duplicate the issue; however, the oil leak was addressed at our service center within the 30 days/1,000-mile warranty.
A recall is issued by the manufacturer and can be taken to any ******** dealer for service at no cost.
Easterns Automotive Group offers a 7 Day Return Policy, which is advertised as so on our website:
We sincerely apologize for any inconvenience. Please be aware an extended warranty was purchased should you need service in the future. A claim can be filed at **************.
Thank you,
*****************
Sales & Finance Center Manager
**************Initial Complaint
Date:06/08/2023
Type: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 brought a car a year ago a 2015 Chevrolet and the day I went to drive it back to West Virginia and lost power. I’ve Had a car at least three or four times in The shop in the past year. I paid $326.73 a month and I still owe $11,000 on it and I just had it diagnostic test done and they said that the engine was gone. I would like to file a complaint. and see when I could have done because I don’t feel that is fair to me to pay $326.73 a month for a car that it does not run. I have a regular job and I am a regular person who lives paycheck to paycheck so I was hopefully hoping I could get some assistance from you all in solving this problem. I did take the car back to Eastern Motors about six months ago and they have a new owner. He actually try to put me in a new car with payments of $700 a month which I can barely pay the $300 a month on the car that I have. Your assistance would be greatly appreciate it. I would also like to know if I have a Liable case against them?Business Response
Date: 08/15/2023
From: ********************* <***********@easterns.com>
Date: Mon, Aug 14, 2023 at 8:14 PM
Subject: Complaint ID: ******** | ************************
To: *********************** <**************@mybbb.org>
Response to complaint:
Hello,
The 2015 ********* ***** was purchased on 8/18/21 now approaching two years since purchase. Easterns Automotive Group offers a 30 day/1,000-mile limited warranty.
The customer did purchase a 24 month/24,000-mile extended warranty, under which the engine is a covered item. A claim can be filed at **************.
Thank you,
*****************
Sales & Finance Center Manager
**************Initial Complaint
Date:05/26/2023
Type: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 purchased a vehicle from the Frederick dealership on 5/20/2023 amd the clutch burned out on 5/22/2023. The dealership won't work with me to find a solution. I'm currently stuck in a loan for a vehicle I cannot use.Business Response
Date: 08/15/2023
From: ********************* <*******************************>
Date: Mon, Aug 14, 2023 at 8:14 PM
Subject: Complaint ID: ******** | **********************************
To: *********************** <**************@mybbb.org>
Response to complaint:
Hello,
The clutch is considered a wear-and-tear item, therefore not covered under any warranty.
Though the clutch is not a covered part, customer was quoted dealer cost for service ($1,813.00). After further deliberation, Easterns Automotive Group agreed to cover half of the repair ($906.50).
Customer accepted and vehicle is now undergoing service. Desired settlement has been met.
Thank you,
*****************
Sales & Finance Center Manager
**************Customer Answer
Date: 08/15/2023
I understand the clutch is a consumable part of the vehicle. This has always been understood. What's not understood is how much of the responsibility of this consumable part is put on me when the consumable part went had worn out two days after purchase. My concern with how much responsibility is placed on me is that there is literally no way possible for me to have been responsible for THAT much wear in the two days/106 miles I drove it. Regardless of warranty, the clutch should've lasted a new buyer a lot longer. I was under the impression I was buying something I'd be able to use for a long period of time, yet nearly three months later, I'm still without what I purchased. If I knew without a doubt that this had anything to do with my driving, I wouldn't be so adamant about having to pay half of a bill to repairs. It just so happens that the clutch was worn at time of purchase and if I had known, I wouldn't have purchased the vehicle knowing I'd have to pay more money juat to be able to keep/use it. Having to pay for repairs sets me back financially with rent, food and other bills.
Customer Answer
Date: 08/21/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because:
I understand the clutch is a consumable part of the vehicle. This has always been understood. What's not understood is how much of the responsibility of this consumable part is put on me when the consumable part went had worn out two days after purchase. My concern with how much responsibility is placed on me is that there is literally no way possible for me to have been responsible for THAT much wear in the two days/106 miles I drove it. Regardless of warranty, the clutch should've lasted a new buyer a lot longer. I was under the impression I was buying something I'd be able to use for a long period of time, yet nearly three months later, I'm still without what I purchased. If I knew without a doubt that this had anything to do with my driving, I wouldn't be so adamant about having to pay half of a bill to repairs. It just so happens that the clutch was worn at time of purchase and if I had known, I wouldn't have purchased the vehicle knowing I'd have to pay more money juat to be able to keep/use it. Having to pay for repairs sets me back financially with rent, food and other bills.
Regards,
*********************************
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