ComplaintsforEasterns Automotive Group

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 danger

  

  Business response

  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

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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 response

  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,
  
  *********************************
  

• 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

*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. ↩