ComplaintsforEasterns Automotive Group

• Initial Complaint

  10/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2020 ****** ****** on Aug 2nd. Within 1 weeks noticed air wasn't working drove to dealership was told it was find , went to put tint on windows was told there was left over glue on the windows that needed to be removed I had to for that . Within 2 weeks the screen in the car blacked out , glitched, said ********* wasn't connected when it was , the touch screen stop working , put in a claim it was approved had to wait 2 weeks for a loaner and left my car to be fixed for a bout 2 weeks , got my car back hubcaps missing , no tire caps , within the next 1 week and a 1/2 the screen goes completely out again informed dealership again was told my 2nd claim was denied but obviously the issues wasn't fixed correctly. So now I've been told there is nothing else they can do but call corporate I call I get voicemails or transferred pretty much the run around . WORST CAR BUYING EXPENSIVE EVER ??

  

  Business response

  10/24/2022

  Hello,

  Please refer to our 30 day/1,000 mile Limited Powertrain Warranty and it's Covered Parts within consumer's contract.

  The repair in-question is not a Covered Part, however, as a gesture of goodwill we agreed to perform a diagnosis and potentially repair. Unfortunately, software issues are out of our control and must be addressed with the Manufacturer in most cases.

  Customer is advised to qualify for a trade or contact their extended warranty company (contact information included within contract).

  Thank you.

  Customer response

  11/09/2022

  [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:

  From: ***** ********** <****************@*****.com>
  Date: Wed, Nov 9, 2022 at 9:30 AM
  Subject: Re: Your BBB Complaint (********)
  To: ***** ****** <*******@mybbb.org>
  
  Hello ***** , so as I stated I purchased a vehicle that was defective and had software issues within their 30 day 1,000 warranty and they have stated it is considered as a mechanical issue and that’s why they would/have attempted to fix it and the issue has not been resolved. So I was sold I car under false pretenses and told the car passed a 10-point inspection per their ****** report provided by them !! So now I have a car I bought in August it’s now November 60 days later. And the Audio system doesn’t work and is malfunctioning so the car already had those issues and they chose not to disclose the true details of this ! 
  
  The only way I would trade in this vehicle to get another from Eastern Motors is for them to state per their response that the car does have software issues at no fault at my own and the car was marketed under false advertised, as having no issues when I purchased it from them . I absolutely will not go to the Temple Hills, Maryland location so if they can have a GM to call me to discuss a trade-in 
  
  Thanks, 
  ***** ********** 
  ************        

  

  Business response

  11/17/2022

  Hello,

  Though the concern is not a Covered Part under our 30 day/1,000 mile limited warranty, we agreed to diagnose the vehicle as a gesture of goodwill.

  Please refer to the Limited Warranty and its Covered Parts included in consumers contract.

  Thank you.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2017 ******************* exactly one month ago today. This process has been so draining and frustrating. I was told that my vehicle ****** showed no accidents. However, i saw that the back of the car was misaligned. So the trunk on both sides had a gap. They reassured me that there was no issue. So I drove the car off the lot, but brought it back two weeks later, because I just did not like how it looked. When I did, the assistant manager was rude and dismissive. I then spoke to the GM who filed a claim to get the issues fixed. I told him that I would need a loaner car during the time that my car would be getting fixed. He told me that their location does not offer loaner cars. That I would have to pay out of pocket. When I asked for him to get a loaner from a different Easterns. He told me that he could not do that. So not only did they lie about the car being in an accident, but to fix it. I would have to pay out of pocket for a rental. Completely unacceptable and disappointed. I feel like they just hoped that I wouldn't press the issue. But I did. I rented a car for two days. Because that's all I can really afford, and ** the GM, told me that it usually takes about two days. My concern is what if it takes longer? This cannot be right to expect customers to pay for a rental instead of getting a loaner car. Someone please assist. Thank! Easterns in  Millersville, MD. 

  

  Business response

  10/05/2022

  This matter has been resolved.

  All of customer's concerns were addressed: balanced tires, secured panel and aligned trunk.

  Thank you.

  Customer response

  10/20/2022

  [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: That was only one part of the issue. However,  the initial issue that still hasn't been addressed. Is the rental car that I had to pay out of pocket for five days. There should have been something arranged in a better manner. But it was not. 
  
  Regards,
  
  *************************
  

  

  Business response

  12/27/2022

  From: Osama Q********** <*********@easterns.com>
  Date: Mon, Dec 26, 2022 at 6:55 PM
  Subject: Complaint ID: ******** | **************************
  To: *********************** <**************@mybbb.org>
  
  Response to rebuttal:
  
  Though vehicle was repaired to satisfaction, Easterns Automotive Group does not offer loaner vehicles without higher authorization. Request was denied and no reimbursement was mentioned or agreed upon. Extended warranty (including rental benefit/reimbursement) was denied at the time of sale. 
  
  Thank you,
  
  Sam Q******
  
  Sales Center Manager | Easterns Automotive Group
  
  ************** | **********@easterns.com

• Initial Complaint

  09/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wife and I bought a 2018 **** ***** in March 2022 from Easterns Automotive Group (*** ************, Frederick, MD *****) The truck had 1 visible issue that was recognized before purchase - It was discussed and dealt with that day - They told us they needed to order a part to fix the issue correctly (splash shield under the truck needed to be replaced, they were able to temporarily affix it to the undercarriage of the truck, which did not last more than a day or 2). With in a day or 1 of having the truck at home we noticed the interior lights (dome lights) in the truck did not work. When we went into the dealership to get our "free tank of gas" and key faub fixed (still doesn't work) we let them know of the light issue. They acknowledged it and told us they would handle it. We agreed we would have the body shop they work with check out the light issue when they replaced the splash shield. When the shop gave their diagnosis they told they shop to do no more work and told us to take the truck to ****. **** said it was no longer under warranty and wouldn't do the work, unless we paid out of pocket. We returned to the dealer and was given the run around. I spoke with customer care team who "ran it up the ladder" which we were told they would not pay to have the truck fix. The quote was around $1,000 and they decided it was not their problem. This issue was brought to their attention immediately upon purchase and we were told they would resolve it. We would not have purchased said truck with these issues knowing we would have to repair them on our own. After weeks of back and forth and them not budging we have a truck with no lights, with kids who can not see anything getting in or exiting the vehicle at night. This was totally poor customer service on their upper management. We only wanted what we were told, no more, no less.

  

  Business response

  09/20/2022

  Hello,

  Unfortunately, the repair in-question is not a covered item under our dealer warranty; customer was provided with the option of service at dealer-cost with an additional $200.00 credit applied towards the repair - offer was denied.

  Extended warranty also denied at time-of-sale.

  Thank you.

  

  Business response

  10/13/2022

  The item(s) discussed at the time of sale were addressed.

  The repair in-question (post-sale) is not a covered item. Once again, customer was offered a solution (repair at our costs and an additional $200 credit) which was denied.

  Customer response

  10/27/2022

  [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: False - Multiple employees were aware of this issue - We were told, and I quote "We will get this all taken care of for you." Nothing about "we will see if its something we are willing to fix". We were told it would be taken care of and we expected that and still do.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/18/22 i purchased a 2018 ***** ****** with Eastern Motors in Laurel on 6/18/22. I bought the vehicle and took it for service two months later where it was discovered that the engine was from a junkyard and not the original engine in the vehicle because the vin doesn't match. Also, the cooling system had the wrong refrigerant in it, so the entire cooling system needs replacement. This will cost much more than the car is worth.

  

  Business response

  10/08/2022

  Hello,

  The concern was brought to our attention well-outside of dealer warranty period.

  Customer was advised to trade - no agreement reached.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the vehicle on Saturday August 6, 2022. Tuesday August 9th I noticed there was an issue with the brakes when I tried to stop at highway speed. I contacted the sales person and he advised me a manager would be contacting me. I waited all week but heard nothing. In the meantime I am reaching out to them. On Friday evening I noticed rust on the radiator as I was walking back to the car. I looked underneath the vehicle and took a closer look at the engine there was rust everywhere. I attempted to return the vehicle to exchange it for a similar vehicle on Saturday August 13th, within the 7 day return policy. I was told Friday was the 7th day and they refused to take the vehicle back because they tried to say day 1 was Saturday the 6th not Sunday the 7th. The manager drove the vehicle and acknowledged the brake issue but was still being vague about a repair. I took the car to *** car care center the same day and they advised me all 4 brakes and rotors needed to be replaced. I called the finance company and advised them of the problem and told them to withhold payment until the brakes and rust problem was repaired. It took them a week to replace the brakes and they refused to address the rust issue. Once I received the car back now it is making a loud noise when I accelerate on the highway. I think there is a problem with the muffler or exhaust system caused by the rust. I want Eastern to give me a replacement vehicle or fix the rust. The brakes are also squealing again.

  

  Business response

  09/20/2022

  Hello,

  Brakes and rotors are not a covered item under our dealer warranty, however, as a gesture of goodwill front brake pads, front rotors, rear brake pads, rear rotors and wheel locks were replaced (see attached).

  Given the vehicle was purchased on 8/6/22, dealer warranty has well-expired. Customer is advised to contact extended warranty provider (details included within your contract) for any further repairs or concerns.

  Additionally, customer is welcome to trade with us or any dealership deemed convenient.

  Thank you.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicles from the Millersville location on 8/13/2022. When I did the test drive I found that the speaker on the passenger side was blown, one of the overhead lights was out, the panel door was missing, and there was no owners manual. I let the sales person know, he talk to the GM and I was told the light and speaker were cosmetic so they won't fix. The would order the panel and manual for me. I had already been there so many hours with my 7 year old I didn't challenge it at the time. I later called to tell they that this was not right and they needed to fix it. Also I found that there is something wrong with the breaks and told them about that too. One of the managers told me her needed to get approve from corporate and did to drop it off on 8/25/2022 and they would fix it no later than 8/26/2022. He told me that he could not give me loaner because it was a courtesy that they were even fixing it. They only really needed to sell me a safe car. I drop it off and hear nothing back from them. I ask for updates they don't have any. Friday I asked what time can I get my vehicle I was told the shop was closed and they needed a part. I asked if they were going to give me a loan since they still have mine in the shop. They would not give me a loaner, they didn't even call me to offer for me to get my vehicle back until the part came in. I no ride and places to go that I had to cancel. I told them I needed my car back because it's my only transportation to work. Only after my many calls and text did they get it back. I have to pay an **** with money I didn't have to pick it up. I had to pay someone gas money for a ride for 2 days. They had not done any work on it at all in the 2 days it was there. Now it's still needs to be fixed and I will need to drop it off again. The lack of communication was horrible. They would not offer a loaner and left me carless and my vehicle is still not fixed.

  

  Business response

  09/20/2022

  Hello,

  This matter has been resolved. Speaker and fuse box cover replaced.

  Thank you.

  Customer response

  09/22/2022

  [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

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a suv from the eastern motors location in Millersville/Glen Burnie on 7/22/22. I notice 3 days later on 7/25 that Uconnect screen was delaminating and I called Eastern motors. They told me to take a picture of it and they Will take care of it. On 7/29 I went to there location in Glen Burnie for manager to see. The manager told me they would get me a loaner while they fixed the issue. The manager told me he would call corporate to get it resolved. I didn’t hear anything back for 3 weeks. I called corporate and they told me they denied my claim the same day because it wasn’t apart of their warranty package. I told them they said they would fix the issue and I need it fix because that screen controls the radio, the a/c, and all other controls for the ****. The customer service was poor. My issue still hasn’t been resolved and now I have a defective car

  

  Business response

  09/20/2022

  Hello,

  Unfortunately, the repair in-question is a known factory defect which is not covered under our limited powertrain warranty.

  Extended warranty and coverage was waived. Customer was advised to contact local **** dealer for potential coverage.

  Thank you.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car on 7/23/22 from the laurel Maryland location. During the test drive I noticed the backup camera did not work properly. I showed this to my sales representative and he ensured me that if I purchased the car this would be fixed immediately. I believed him and purchased the car. Monday morning I reached out to Brandon, an manger at that location, about the camera. He told me that he would submit a request and I had nothing to worry about. Weeks went by and I heard nothing from anyone at easterns. I finally decided to call and spoke with Rozell and he told me I can bring the car in . I took the car there for him to look at and he told me they would need to keep the car for a few days and they could not give me a loaner car. This left me car less and this information was not disclosed to me when I purchased the car. I left the car at easterns and days went by and no one reached out to me. Once again I had to call myself and they told me my car was ready I could pick it up. Brandon then reached out to me 2 days later saying my car was ready. When I asked him did they figure out what was wrong with the camera they told me they did not find anything wrong with the camera I called and expressed my concerns because this location is a hour away from me and I would hate to take that drive if the car is not fixed. He told me the service team said there was nothing wrong with it and there was nothing more he could do. I have multiple screenshots of our conversations in which he made no attempt address any of my concerns This has been the worst experience I have ever had with a car dealership. I feel like I am not valued as a customer. I have wasted time and money on transportation. I honestly regret doing business with easterns and I am very disappointed in easterns.

  

  Business response

  09/20/2022

  Hello,

  Backup camera was replaced 9/1/22. This matter has been resolved.

  Thank you.

• Initial Complaint

  08/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from tge Easterns auto baltimore location. I attempted to exchange it yesterday but my salesman ****** made me look through the lot to find something I wanted. Instead of reviewing my sale and knowing what I qualify for they allowed me to test drive 4 vehicles that were more expensive than the 550 a month plus 500 down I am already spending. After spending 3 hours of my time they told me there was nothing they could do and come back tomorrow. They must think I'm stupid to go back and waste more time. He basically told me there was nothing out of thousands of cars that I could qualify for that I wanted. They would not help me review inventory. They were too busy selling cars to other people to give me any attention to remedy my problem. I was not important after they already found me one car. They have a 7 day exchange policy that they won't willingly assist me with. This is the worst car buying experience I have ever had. I was rushed into buying a *** **** that is much too small for my lifestyle. Not only that but I have found newer ones with less miles for less money at other dealerships. He berated me for choosing it in the first place and placed all the blame on me. Also I know my credit is bad but he also threw that in my face as well. They told me the bank won't let me get the cars I am interested in from their lot because they are too old or too many miles even though they are cheaper! I have not defaulted on my last two vehicles that were paid off. I do not want anything to do with the salesman that has used 8 hours of my time for this whole ordeal. You have been in business for 30 years not by treating single mothers who are sole providers like this! I expect to be given the opportunity to exchange my vehicle with other options.

  

  Business response

  10/07/2022

  From: ********************* <***********@easterns.com>
  Date: Wed, Oct 5, 2022 at 6:41 PM
  Subject: Complaint ID: ******** - *****
  To: *********************** <*****************@mybbb.org>
  

  
  

  Response to consumer complaint:

   

  As mentioned in the complaint, customer revisited our facility within the 7-day exchange period and was shown additional inventory; no vehicle was agreed upon. Please be aware we do not set finance terms. Both the vehicle and individual must qualify with one of our banks and lenders, who then determine finance terms. Older vehicles with higher mileage typically require strong or established credit history as it poses a higher risk for banks/lenders to protect their asset.

   

  The 7-day exchange period is now well-expired. Customer is welcome and advised to trade for another vehicle (pending qualification). Vehicle can be traded at any Easterns Automotive Group facility or another dealer.

   

  Thank you,

   

  Sam Q******** | Sales & Finance Center Manager

  (**** ******** | *******************************

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from eastern motors on 7/13. After taking the car home And driving it to work the very next day I realize the car was making a funny noise. I called eastern motors to see what could be done. And also weigh my options to possible doing an exchange within their 7 day policy. I was giving the run around my the sales
  manager & I was also lied to about the total price of my vehicle. I was told my the manager to come to the car lot on the following Saturday to see about changing the car out when I got there I was informed that the banks would be closed and I wouldn’t be able to swap the car that day. Even tho I explained to him prior that I work during the week and my only free day was Wednesdays.I still looked at a few cars on the lot that day and the manger took pictures of the ones I liked and said he would run the numbers for them and also see if there was anything else out there at the other dealerships. The manager sent me some pictures of vehicles later that day. That was nothing I was looking for I did not reply to the message and then he sent another message saying the cars he sent he was just joking about…. And I am also still having issues with the company and my car and I’ve had the vehicle for almost 30 days. They eventually took my car to the shop and said the problem was fixed. When I picked the car back up it’s still making the same noises it was before so the problem was not fixed. I would like to be able to speak with someone about all of the issues I have had with my car and the customer service I experienced. I’m not able to type everything I need to about the situation.
  Desired Settlement:
   

  Customer response

  08/18/2022

  I would like my car to be fixed. I have taken my car to easterns multiple times and the issue is still not fixed 

  

  Business response

  12/08/2022

  Hello,

  The vehicle was brought to us for service on August 3rd, 2022. Both rear knuckles were replaced.

  On August 11th, 2022, customer was concerned the noise was still evident. A drop off time and technician was accommodated at customers convenience. Vehicle was serviced for the second time, replaced left front strut mount assembly and lubricated right rear sway bar bushings. 

  Additionally, we had our service manager test drive the vehicle with customer to ensure satisfaction. Customer was notified vehicle is outside of coverage and any future concerns must be addressed with their extended warranty.

  Thank you.

*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. ↩