ComplaintsforEasterns Automotive Group

• Initial Complaint

  02/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from them a couple months ago and the check engine light came on a couple days after getting the car so I called the told me to bring it in but I could not because I was scheduled to get surgery the following day so when I was done with surgery I took it back when I was feeling better and they told me they couldnt do anything about it anymore due to it be past a month since I got the car when I specifically had already told them I was going to have surgery I want them to fix my car Im paying 30k for something that doesnt work I left a review on their website and tried contacting customer service but they are no help they dont even answer

  

  Business response

  03/25/2023

  Hello,

  Easterns Automotive Group offers a 30 day/1,000 mile warranty. Though we understand the medical condition, the vehicle was purchased on 10/17/22 and has been driven 5,200+ miles, excluding it from coverage.

  Thank you.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After recently purchasing an almost 67k vehicle. I've been given nothing but the run around and horrible customer service to determine why my vehicle is pulling hard to the left and squeaking by the rear passenger wheel. I made several trips of almost 100 miles round trip because I could not go to a local dealer 5 minutes away - company policy allegedly and the problem remains. I went all day for 2 days in a row and nothing was resolved- no regard for my time. The GMs at both the Millersville and Srerling Ofiice are aware of these issues and not resolved them. I've been told to speak to someone name *** who may be in a meeting or steeped out and who didnt return my voice-mail. No one seems to have any airhority to make a decision just a title. I should not be forced to drive 100 miles round trip yo get an estimate or repairs. I expressed my desire to have my vehicle looked at by the Sterling service department to no avail. Additionally, I was sold the ****** plan under false pretenses when I was adamant that I did not want it, I was told I could cancel it in 30 days to now be told by Essa I was lied to by Salesman ****** and Sales Manager *** who checked twice. I was duped so someone could get a bonus. This dealership has only added to the stress of a disabled veteran with no regard and continue to add to it, i continue to experince lack of prompt service and just want my vehicle fixed- not sitting on a lot but in a couple hours dependant upon issue. Horrible experience!!!

  

  Business response

  02/20/2023

  Hello,

  This matter has been resolved. Rear right axle was replaced.

  Thank you.

  Customer response

  03/07/2023

  [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 although the deceptive LoJack contract was never addressed. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2019 Malibu on October 27th. From the beginning I was only given 1 key and that should have been my clue of other things to come. The car began experiencing electrical power issues on or about December 1st by intermittently cutting off and restarting. A ************* station confirmed that the auto stop battery had a dead cell and a ground wire was loose. That was the reason for the power issues. To make matters worse, the extended warranty that covers the car somehow doesnt cover the issue at hand. Easterns is now passing the buck and refusing to take care of the problem. They claim their used cars are inspected thoroughly, but what type of inspection doesnt spot a loose ground wire?Total repair cost $810. I would like a refund as well as a spare key.

  

  Business response

  02/21/2023

  From: ********************* <*******************************>
  Date: Mon, Feb 20, 2023 at 5:26 PM
  Subject: Complaint ID: ******** | ******************************
  To: *********************** <************************************>
  
  
  Response to complaint:
  
   
  
  Easterns Automotive Group offers a limited 30-day/1,000-mile warranty which had expired once the issue had arisen. Additionally, the vehicle was advertised with one key.
  
   
  
  As a gesture of goodwill and an attempt to resolve this matter, we are willing to offer $250 towards a second key. If you choose to accept, please email ******************************* directly.
  
   
  
  Thank you,
  
   
  
  *****************
  
  Sales Center Manager | Easterns Automotive Group
  
  ************** | *******************************
  
   
  
  

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from the business on 12/7/22. They did not allow me to test drive until after signing all the paperwork 12/8/22. So when I took the car home, that was my test drive. Business is giving me the runaround about Exchanging my vehicle within 7 days of the contract signing.l due to the multiple issues with the car. Representative **** told me not to come in the office to speak to a manager on 12/11/22 to wait until 12/12/22. Monday my sales rep ***** was out so I came the evening of 12/13/22. ************ knew I wanted an exchange since Sunday. I called 12/14/22 spoke to ********. She said that since more than 500 miles was put in the car I couldnt do a exchange. The car would have had less miles if they allowed me to come in 12/11/22. Touch screen not working, driver side window & door panel is popping, lane departure isnt working, BRAKE!!! sign randomly appears. Yet they are giving me the runaround about an exchange thats is the contract.

  

  Business response

  12/26/2022

  Hello,

  This matter has been resolved; desired settlement has been met. Vehicle was exchanged for another.

  Thank you.

  Customer response

  01/14/2023

  [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

  11/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2018 ****** ***** on 9/29 from Easterns Automotive Group in Laurel MD for $20,787.34 gave$500 down payment. I was told the vehicle is a great running vehicle by Rozell T***** (Sales Manager). On 10/7 the engine light came on took it back to Easterns and was sent to their mechanic, named **** ***** **** ***** ********* ***, Laurel MD ***** ************, where a new Thermostat was placed. The same night I brought the vehicle home it started to jerk and smoke had to get towed. I called the insurance company ********* for towing @ 6:48 pm. *** towing arrived at 9:20 pm, I was alone in the dark waiting for the tow truck. They sent it back to their mechanic who fixed a hose around 2 weeks later the engine light came back on and took it back to the mechanic who said there is a leak near the head gasket. **** ***** had my car for 1 week which I missed 3 days at work, and was able to get a ride for 2 days. I was still under Eastern Auto warranty the first 3 times the car broke down, due to being 30 days under Eastern warranty. On Thursday 11/17 the engine light came back on the car ran rough, my extended warranty with **** ***** ************ now kicks in. The vehicle was brought to ****** ******* Friday 11/18 and now I need a new Transmission. I missed a day of work Friday and had to pay $30 for a **** to get home from the ****** ******* shop. ****** ******* was surprised that the vehicle had been in the shop x3 times and they didn't know I needed a transmission. I have to rent a car and pay out of pocket for the total car rental and security deposit so I can get to work. **** ***** only pays $35 dollars a day, and I am responsible for the remainder, I will get reimbursed once I return the car which will take up to 2 weeks. I am frustrated and upset with having chest pains due to these ongoing issues. I believe they sold me a lemon and knew the ****** ***** was not in the shape to be sold. I feel like this is discrimination due to my low credit score so they sold me a lemon. I have reached out to Eastern corporate for help with a loner and was told they can not help with a loner spoke to Sam (manager) at ************. I want a settlement with a replacement new vehicle.

  

  Business response

  12/08/2022

  Hello,

  This matter has been resolved. Agreement was reached and vehicle has been repaired.

  Thank you.

  Customer response

  12/10/2022

  [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:the vehicle has been repaired but its the principle of the matter. I am not satisfied on what I had to go through. I am still waiting on invoices that were promised to me , I required these invoices on what was done to the vehicle when it was taken to the shop three times for a total of six and still no invoices nor call back from Easterns Automotive in Laurel. I missed some days of work because I didn't have money to get there at the time. I missed my appointment at MVA to present my ID and was unable to take a **** at that time because  I didn’t have money for an **** at the time. I still had to pay some money for my vehicle  to get fix. I started getting chest pains worried if I my car was going to get fix. I feel like Easterns Automotive just didn’t care. I am not satisfied with their response and want to pursue for pain and suffering that I had to go through since October 7th. Also, Eastern Automotive had to know I needed a new transmission and stalled with fixing bits and pieces of the car until my warranty with them expired. They said in their response that the vehicle was fix has if they had anything to do with the correct repair, they refused to repair the car correctly because they didn’t want to pay for the high dollar repair. They refused to help me with a loaner or pay for a rental car, they left me carless without any compassion. So I reject their response. I want a settlement and will take this further if need be.My settlement is for Eastern Automotive to pay off the vehicle. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  10/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 1st 2022, I Purchased a 2017 ******* *** **** From The Eastern’s Automotive On Pulaski Hwy In Rosedale, Maryland. On October 2nd As I Was Driving Home The Car Began To Have Rough Idle, Stalling And Slipping Gears While Driving, Shaking And Jerking When Switching Gears, And Many Other Weird Sounds. Being As Though I Just Recently Owned A 2.0 The Same Year, Make, And Model I Know These Issues Aren’t Right. After Getting The Car Diagnosed At A Certified Dealer I Was Told That The Transmission Clutches Are Damaged And Worn, And Requires A Break Down With A Rebuilt Unit And PCM Programming Or Replacement Needed. After A Month Of Having The Car I Need An Entirely New Or Rebuilt Transmission And PCM . I Informed The Dealership Manager Jarrod And I Was Told To Contact Customer Care Because I Didn’t Purchase Warranty And Im Over The 30 Day/1000 Miles Return Policy. After Days Of Calling, Upper Management Declined To Help Because Of This Reason And All I Asked For Was Some Sort Of Partial Reimbursement And Was Willing To Pay The Rest But They Still Denied any Claim. I Am Highly Upset After Being Referred To This Dealership By A Friend Who Said They Were Reliable And Trustworthy People. Warranty Or No Warranty I Shouldn’t Have To Replace A $20,000 Cars Transmission After 79,000 Miles. The Car Was Deemed Faulty Before I Bought It By The Mechanics Who Diagnosed It. Eastern’s Refuses To Right Their Wrongs By Telling Me Its Something I’m Going To Have To Deal With On My Own. Even When They Should Have Fully Replaced The Vehicle, I Only Asked For Them To Fix The Issue Partially And They Couldn’t Even Do That. Now I’m Stuck In A Hole Having To Scrape Up Thousands Of Dollars To Have My Car Fixed. As Of Today, Easterns Is Not A Dealership I Will Recommend To My Worst Enemy. I’m So Stressed Out Behind This. 

  

  Business response

  12/12/2022

  From: ********************* <********@easterns.com>
  Date: Thu, Dec 8, 2022 at 8:50 PM
  Subject: Complaint ID: ******** - ******
  To: *********************** <************@mybbb.org>
  
  Response to complaint:
  
  Easterns Automotive Group provides a complimentary, limited 30-day/1,000-mile warranty. The concern was brought to our attention well-outside the warranty period (customer was notified of exact days and mileage).
  
  Extended warranty was offered but declined at the time of purchase. Additionally, the vehicle did pass Maryland State Inspection (included within contract).
  
  Customer was advised to qualify for a trade as vehicle was outside of coverage. 
  
  Thank you,
  
  Sam Q*********
  
  Sales Center Manager | Easterns Automotive Group
  
  ************** | **************@easterns.com

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2018 ******** ******** *** 1 week after I drive the suv it started to have suspension problems I took it in and they kept it for 2 weeks when I got it back the truck came back the same they did nothing to it since then I've been trying to call them and I just get transferred around with no help after all they just told me to stop calling and to accept it , the truck had no " as is " sign , im financing the truck I pay 1000 a month and can't drive it , my number is ************, I'm going over my mind on this please help thank you in advance.

  

  Business response

  11/17/2022

  Hello,

  Customer requested diagnosis of the vehicle as customer was concerned with suspension. We agreed to diagnose the issue at our service center, no faults found. Additionally, the vehicle was sent to another Dealer for a secondary diagnosis leading to the same result, no faults found. Customer was provided with documentation to support diagnosis.

  Customer was also advised to trade, however, vehicle of choice was sold as we do operate on a first-come, first-serve policy.

  Thank you.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went to Eastern Motors in Laurel Md, we met with a salesman, we told him what we were looking for. and they said that we can get you financed for the *** Crew Cab pickup older model. after a while they couldn't get that one financed. so they brought out a ****** that we said no they brought out a ****** we said no, we kept saying we wanted a crew cab to fit the car seat for the little boy. so then after more time has passed. they said we have one pickup that someone else is looking at and for us to bring it over you have to sign this form to see it at that time we felt pressured we didn't have to sign anything to look at the other cars. this wasn't a crew cab when it came over but they kept pushing it on us. i asked the salesman what was the return policy i said 30 days, he said no, its 7 days. nothing else was said about that. so we figured if the car seat didn't fit with the child in it we had 7 days to return the pickup. after realizing the pickup didn' work with him in the backseat we needed to return the car it was 3 days later we took it back to the dealership and we were told that we cannot leave the pickup and we can't return it. the sales manager told us that there was nothing that we could do but take the car back and if we left the pickup, it would get towed away at our expense and it would be a repo on the credit. so, we left. we called the finance co and informed them of what had happed we were advised to take the pickup back to them and give them the keys and tell them we were backing out of the deal because it wasn't what we wanted, and we felt pressured into the deal. which we had done a few days after speaking to the finance co. after dropping the pickup back off again and trying to explain to them the issues and concerns they didn't want to hear it or care what we were saying sales manager said Hes going to have it dropped at the house. While there we were surrounded by another sales manager and salesman making us feel threated. we left it there

  

  Business response

  12/12/2022

  From: ********************* <***********@easterns.com>
  Date: Thu, Dec 8, 2022 at 8:38 PM
  Subject: Complaint ID: ******** - ********
  To: *********************** <************@mybbb.org>
  
  Response to complaint:
  
  Easterns Automotive Group operates on a 7-day exchange policy. Though an exchange is welcome during the 7-day period, applicant must qualify for the desired vehicle. 
  
  Though we could not qualify for customer for desired vehicle, it was advised ownership has been transferred and if the vehicle were to be left it would reflect poorly on their credit history.
  
  If preferred, applicant is welcome to qualify for a trade once again as inventory does revolve consistently,  increasing the opportunity for a suitable and qualifying vehicle option. Consumer, of course, is not limited to Easterns Automotive Group.
  
  Thank you, 
  
  *****************
  Sales Center Manager | Easterns Automotive Group
  
  ************** | *************@easterns.com

  Customer response

  12/12/2022

  [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]th
  
   Complaint: ********
  
  I am rejecting this response because: there wasn't a mention of 7 day exchange until we brought the vehicle back. when we asked about the return policy, we were told that it was 7 days not 30. were were mislead by salesman, and pressured into the purchase of a vehicle that we didn't want nor can fit the family comfortably which was a major condition of keeping the vehicle as told to the salesman. we feel as though we are being mishandled and taken advantage of by Eastern Motors, because we were lied to and not provided what we asked for. we had done everything that we were told to do and we still are stuck with a vehicle that we can not use for our family vehicle. representatives from Eastern Motors told us to just keep the vehicle and trade it in after 6 months and get another vehicle. we feel as if they did whatever they wanted to do just to make a sale. 
  
  Regards,
  
  *******************************
  

  

  Business response

  01/10/2023

  We apologize for the miscommunication and to clarify - Easterns Automotive Group offers a 30 day/1,000 mile limited warranty and a 7-day exchange policy. This information can also be accessed via sales contract provided to consumer. Given the 7-day exchange period is now well-expired, qualifying for a trade is our most advisable recommendation.

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attention all.I filled out an online app. ****** reassured me that he would not process until we came to an agreement. I believd him because he was still asking for info like my social, proof of income etc. I didn't understand why because I filled out the app. I didn't provide him my ssn or I'd because we weren't on the same pg. In the meanwhile I received an email from ***** that I had been approved, ****** seemed shocked that the app was processed. ****** sent me over a breakdown at 2k down my rate was 9.9. after reaching out to bank I was told if I purchased a warranty the bank would drop rate to  8.75. he then told me my sweet spot was 7500 which would make the rate 7.99 but informed me it would be wiser not to put down so much given rate wasn't much less. On oct 11 after ******* got involved ****** said he couldn't honor the ******* guaranteed sale prices of 26950 it would be 27950 but could do 7.99 with 2k down. Now today 10/18/22 now that I have decided to move forward the rate is 11.8 for 3k down and 9.75 for 7500 down. down. ************** and ****** the details that I received via email and text was miscommunication. The 9.9, 8.75 and 7.99,, mileage at 49k but really 59k, new tires, I needed to hurry because someone else was waiting to purchase was all false. I'm asking for easterns to honor the ******* certificate and or the rates quoted on October 11, 2022 or adjust sales price to make up the difference. I'm forwarding this message to bbb. Hopefully we can resolve by 10/19/22, if not I will escalate to before cob to all consumer protection agencies, fdic, ftc and attorney general.I have done everything to work through this matter but I haven't been able. Regards,***** ********** On Tuesday, October 18, 2022, 03:55:13 PM EDT, ******************* <******************************> wrote:Hello *****, I just spoke to the Manager ********************* and he or ***** will be reaching out to you shortly.

  

  Business response

  11/15/2022

  Hello,

  Please be aware, the finance terms initially mentioned by consumer were according to the default (excellent credit) settings on our site and contingent upon approved credit. Furthermore, vehicles undergoing the certification process are subject to change in price as additional service and parts may be required, increasing the value of the vehicle.

  We understand the frustration and extend our apologies for any inconvenience.

  Customer response

  11/17/2022

  [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:
  
  ****** told me they would not process my application until we agreed on terms. I'm demanding in adherence to fair credit reporting act for them to remove all related inquiries from my report immediately. The price of the truck changed and the interest went from 7.9 to 11.9 within days. My rate shouldn't be predicated on me buying warranty and other products but based on my credit worthiness. 
  

  Regards,
  
  *************************

  

  Business response

  12/08/2022

  Once a credit application is submitted, authorization has been given by consumer to process credit.

  We advise contacting the credit bureaus (*******, ********, and **********) if you wish to dispute the inquiries.

  Thank you.

• Initial Complaint

  10/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  August 11 2022 I purchased a vehicle. Days later when I notice my passenger door lock wasn’t working I contacted the dealership immediately. Employees would pick up the calls with nasty attitudes and the second time around was hung up on. I then had to leave work early to goto the dealer . Signed papers so they could be sent to corporate to see what the next step would be to get my vehicle fixed and that someone would contact me. 3 weeks go past and no call. I called again and again I get another run around . Then I have to leave work again. Then I was told when. I’m ready to get my vehicle fixed to return when I’m available. I went back when I was free which was like 4-6 days later and was given a loaner car that was in POOR SHAPE, no gas in it either. I got a call 3 days later stating my vehicle was fixed and ready. I go pick up my car an hour later passenger door is fixed and they also was nice enough to give me gas. When my husband was putting my toddlers car seat in the car he noticed the backseat was pulled out of the frame and pushing out smh. My son car seat is what’s pretty much holding that backseat in place.He then reaches back out to the service manager by phone and text message . NO RESPONSE AGAIN!!! God Forbid if someone hits me and my son is in the backseat and the seat completely rips out and gets injured.

  

  Business response

  10/24/2022

  Hello,

  All concerns covered under the dealer 30 day/1,000 mile limited warranty were addressed.

  Unfortunately, cosmetics are not a covered item under most warranties. Depending on the packages purchased, we recommend consumer to file a claim with their extended warranty or qualify for a trade.

  Thank you.

  Customer response

  11/01/2022

  [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:

  Due to the fact that this is not a cosmetic issue, it is actually a safety issue! The whole back seat is separated from the frame of the vehicle and the safety hooks that hold my child's car seat in place are attached to the seat. It took this business almost 30 days to address the first issue which was a malfunctioning door lock. If the company wants to reject this claim and refuse to fix the issue, I will be contacting my lawyer to move forward with them providing all necessary documentation to show that this vehicle was properly inspected. We were told that the vehicle was not ready because it was not done being inspected. Then when we decided not to move forward with purchasing a different vehicle, we were then told that it was ready for sale. All within a 15 minute period. I am not confident in Eastern's practices, therefore I will be contacting my lawyer.
  
  Regards,
  
  ********************************

  

  Business response

  12/27/2022

  From: ********************* <**********@easterns.com>
  Date: Mon, Dec 26, 2022 at 6:54 PM
  Subject: Complaint ID: ******** | *********************************
  To: *********************** <****************@mybbb.org>
  

  
  
  

  Response to rebuttal:

   

  To reiterate and clarify customers concerns were addressed within the warranty period. Vehicle was returned (repaired) and customer was exceptionally accommodated with a loaner vehicle and fuel.

   

  Regarding the rear seat, it is simply not a covered item under our dealer warranty. Our legal department can be contacted at ************** if need be.

   

  Thank you,

   

  Sam Q*******

  Sales Center Manager | Easterns Automotive Group

  ************** | *******************************

   

*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. ↩