ComplaintsforEasterns Automotive Group

• Initial Complaint

  11/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date is 10/06/21 problem with the vehicle began the very same day . I call and tried getting solutions to the problem and no avail . They refuses to help and refuse to do anything for us . They send us an email to sign that they would help us and they did not. The final call I made last Thursday they told us not to call back .

  

  Business response

  12/14/2021

  Hello,

  Agreed upon reimbursement amount has been paid out.

  Thank you.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a used 2017 ** *** from said business on 9/25/2021 for $25k. Shortly afterward I noticed the car had 3 inches of water in the trunk, along with the backseat cushion being soaked under the leather. The backseat carpeting was also wet. Brought this to their attention the very day I purchased the car. They assured me it was just from them detailing the car. I naively accepted this to only discover 30 days later after the first rain we've had for some time that the trunk and backseat were once again flooded. The dealer isn't helping even after bringing it back to them twice for the same issue within the first 30 days.

  

  Business response

  12/06/2021

  Hello,

  Please refer to the Limited Warranty and it's Covered Parts within your contract. You are also welcome to email us at ******************************* or call ************ to discuss and determine potential accommodation. 

  Thank you.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from Eastern's Automotive in Millersville, MD. This dealership conned my husband and I into buying a 48 month vehicle service contract by lying stating the warranty would be accepted at any ***** dealership of my choice anywhere even out of state.THIS WAS ALL A LIE!! One day my car would not start so I contacted the warranty company for a tow and I also had to contact my ***** dealership who told me they did not accept that warranty company. Luckily I did not need a tow, it was only the battery which was covered under manufacturer warranty. Eastern's ignored me when I tried to cancel the warranty through them so I contacted the warranty company directly and they cancelled the warranty but they told me dealership have to return the money back to my finance company. It has been almost 2 months I tried calling Eastern's Corporate office* but there is no way to reach anyone unless you have the direct extension of someone which is impossible to get from anyone.

  

  Business response

  11/11/2021

  Hello,

  Desired settlement has been met. Customer was contacted and refund has been processed.

  Thank you!

  Customer response

  11/16/2021

  [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 did not receive a FULL REFUND of $3800.00.  Eastern's still kept $483.62 for a warranty I never used. Eastern's (***) lied and said I could use warranty at any ***** dealership in the would knowing that I could not use the warranty everywhere. I could not use it in the same state at *****. Now I am still left with a higher car note which still includes the warranty amount inside my car note and I still had to purchase another warranty from another company that ***** dealership will accept. So I am still paying for the warranty Eastern's sold me and a new warranty. I am out of my money. This company is unfair and liars.
  
  Regards,
  
  *********************

  

  Business response

  12/27/2022

  From: Osama Q********** <*********@easterns.com>
  Date: Mon, Dec 26, 2022 at 6:57 PM
  Subject: Complaint ID: ******** | ******************
  To: *********************** <************@mybbb.org>
  

  Response to rebuttal:
  
  The extended warranty can be used at any dealer or service provider that is willing to accept payment via warranty. Unfortunately, there is no method to filter which dealers or service providers will accept the warranty as it is up to their discretion. In the event warranty is denied, customer must locate a willing participant. To clarify, if one ***** dealer does not accept the warranty, that does not imply all ***** dealers will not accept warranty. 
  
  Customer remained unsatisfied and was advised the purchased warranty can be cancelled for a pro-rated refund as per the policy of the third-party warranty provider.
  
  Thank you,
  
  Sam Q********
  
  Sales Center Manager | Easterns Automotive Group
  
  ************** | *********@easterns.com

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When purchasing a vehicle from Easterns Automotive in Frederick, MD I was told by sales mgr that to get the rate I wanted I had to purchase the extended warranty that I had initially refused. After the purchase I contacted the lender as I was considering canceling the warranty as I never wanted it in the first place, but was concerned that my interest rate may be affected. I was told that it made no difference. So, in finding out that I was lied to, I definitely wanted to cancel the warranty. I canceled the policy with the warranty company who then said they issued a full refund by check in my name and sent to the dealership to be applied to my loan. This was processed on November 9, 2020. Easterns has still not applied the check to my loan, even after dozens of phone calls and multiple emails to different individuals at the dealership. Fist telling me that I had to purchase a product to receive a better rate is Fraud! And, never applying the (around $1200) to my loan is Theft!

  

  Business response

  11/01/2021

  Hello,

  Desired settlement has been met. Our sincere apologies for any inconvenience.

  Thank you.

• Initial Complaint

  09/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2014 ***** *** for 19,950 cash. I soon realized the car had paint scraped under the back m. The car did not have floor mats nor did it have a second key. I had to purchase both although Eastens promised they would provide mats. There was no owners manual and there was an overwhelming dog odor that I could’ve get rid of. The seat seat beats had been beaten in half and not working. I don’t know how it passed inspection. The windshield wipers were not securely placed and one day while I was driving it flew off. They did replace it and they replaced the filter to try illuminate the dog stench.

  

  Business response

  10/18/2021

  Hello,

  Desired settlement has been met.

  Thank you!

  Customer response

  10/21/2021

  [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 car purchased was grossly overpriced to begin. The city of Alexandria assessed the value and taxed the car at 13,4500. then I had to pay money to have repairs made. I paid to have the sunroof to not leak but the service man told me that it would need additional service if as the rubber and gaskets needed replacing. I would not be able to open the sunroof. T
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  08/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I chose the car on 7/31/2021, I drove a Loaner car home and while the new **** ****** had to be shipped from another location set to come in 8/1 Sunday morning. I went to the dealership to pick the car up. No one test drove it. Both the salesmen and the finance Manager I was working with were both off that day. On 8/6 the car would not accelerate past 30mls. I recorded the car slowing down at 30 miles per hour, and the salesmen drove it and noticed also on the day. I received the car back on 8/12. I noticed today 8/15 the car had issues with accelerating again, even slower going up hills. I was given a print out of an email stating they fixed the High Pressure fuel Pump. I was told to bring it back tomorrow to get another loaner because they did not have temp tags for a loaner. I love the vehicle, however I am not confident they can fix it. I was told that their trades are only valid up to the 7th day of purchase I asked to trade it on 8/6 was told they can fix it.

  

  Business response

  09/20/2021

  Hello,

  This matter has been resolved. Engine replaced under manufacturer warranty.

  Thank you!

• Initial Complaint

  08/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car from Eastern Motors and the temp tags expired on the 20th of last month The ladies that I spoke with in that department informed me that I have uninsured vehicles fines and all though I informed that they were paid and I don't know what the problem is and they said they would give me a check they haven't giving me anything.

  

  Business response

  09/08/2021

  Hello,

  Refund check is available for pick up at location of purchase; please visit anytime between our hours of operation.

  Address:

  *******************
  Temple Hills, ** *****
  
  Hours of Operation:

  Monday - Friday | 10:00am - 8:00pm
  Saturday | 9:00am - 8:00pm
  Sunday | 11:00am - 5:00pm

  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. ↩