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
- 91 total complaints in the last 3 years.
- 23 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:05/25/2022
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 financed a car in August 2021, I needed to refinance my car this month May 2022. As well as get Virginia tags. Only to find out that I can't do anything because the bank said they never received the title from Easterns. So I have not been able to get legal tags or refinance my car due to there being no title. They just processed my title. I have lost my job, because I cannot drive my car without any tags.
Business Response
Date: 06/16/2022
Hello,
To refinance, customer must contact lienholder or another lender.
Due to customer-violations with the DMV, paperwork was processed as title-only and customer was issued a refund check for registration.
The title is sent to the lienholder from the DMV (receipt included in customers deal packet).Thank you.
Customer Answer
Date: 06/18/2022
I am rejecting this response because: Regardless of any issue I had with the dmv the title should have been sent to the lender ASAP after I got the car. It should not have been processed a year later and it was only processed when I called and said something.why wasn't it done like it was supposed to when I pulled off the lot with the car. As the lender stated they exhausted every option to get the title from you all and Eastern never responded *************************Initial Complaint
Date:05/20/2022
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.
Purchased a 2016 ***** on 4/24/22. On 5/9/22 the. Check engine light cMe on. They tried to say I purchased the vehicle as is. Provided a copy of their 30 day warranty and proof that I had purchased an additional two warrenty. After two weeks of arguing with the Manager Rick H*** he wants me to give him the car to take to their Sterling facility to be looked at. In the mean tome I have discovered it needs a battery that is $250.00. The dealership does not want me to have another vehicle to drive while this is being fixed. This I find to be unacceptable as I am disabled and need my vehicle. In addition to this I made it very clear that I needed my handicap tags transferred to the vehicle which they did not do. This is yet another inconvenience to me. I have to wait for the new hard tags to come in, make an appointment with DMV and take both sets of tags to get this straightened out. I need my vehicle fixed. As we all know many to E you have to wait for parts or the problem is not fixable in one day. The other issue is that the module while gives you the error codes on the check engine light has been disconnected. Therefore I am not able to tell what the problem or problems are. It seems they do not want to stand behind the product they sold me. I live on a small disability check and can not afford to pay a car note of $370.00 per month and a bunch of repair bills. And for warranty insurance.Business Response
Date: 06/16/2022
Hello,
Customer has been contacted and concerns are being addressed. Loaner vehicle will be provided upon availability.
Hard tags have already been issued, however, if previous registration is provided we can request a transfer.
Thank you.
Business Response
Date: 10/18/2022
Hello,
Please refer to the Buyer's Order within the consumer's contract, you will see the following charges in reference to registration:
$100.00 TITLE FEE
$135.00 LICENSE "TAG" FEE
$20.00 ELECTRONIC FILING FEE
$20.00 TEMP TAG FEE
$20.00 LIEN FEE
Totaling to $295.00 for the cost of registration. After the fact, we were unable to process permanent tags due to consumer's violations with the MVA/DMV, hence the refund of $135.00 as the other services were still applied and provided. No additional or remaining refund is due.Additionally, we addressed all issues regarding the vehicle near the time of sale (replaced battery and intake solenoids). Please be aware this vehicle was purchased approximately six months ago, which is now well-outside of our 30 day/1,000 mile warranty. Any further claims must be addressed with consumer's extended warranty, whom can be reached at ###-###-####.
We hope this clarifies the matter. Thank you.
Customer Answer
Date: 11/14/2022
From: ***** ******* <**********************>
Date: Mon, Nov 14, 2022 at 4:52 AM
Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
To: Better Business Bureau <[email protected]>The car dealership still owes me $45.00. The difference in what they paid DMV for my tags and what they charged me. It’s getting cold out and I could use this money. This has been the worst experience. Had they brought the vehicle up before I signed papers with paper tags on it, I would of not taken it. This was ‘work’ for me to fix ‘their’ not transferring my handicap tags. Not to mention the inconvenience of not being able to park in a handicap parking space for over two months. Please help me get this money back.Initial Complaint
Date:05/18/2022
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 2012 **** diesel truck from Eastern Automotive Group out of Sterling, VA on May10,2022. I was told by the sales manager that the vehicle did not have the EGR, DEF, emissions system deleted. My truck started having issues do to the vehicle being deleted and no garage will touch it because it is illegal to have a emissions deleted vehicle.Business Response
Date: 06/20/2022
Hello,
The 2012 **** ***** with 198,355 miles was sold as-is with no dealer warranty (please see your Buyer's Guide). After confirming with our service center, EGR was not deleted by our personnel.
Thank you.
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