Easterns Automotive Group

Horrible customer service all around Even the customer service manager, Danny is insensitive and unaccomodating They are a bunch of crooks

My husband went to Easterns Automotive Group yesterday early afternoon at Annapolis Road Lanham, MD in DIRE need of a car because our two other cars were on their way out! He called me about hours later, "We've been approved! I need you to come to look at some of the cars." I arrived around 6:45pm (they were supposed to close at 8pm) When I arrived, my husband was outside waiting for me, followed by MrCarl M***, a Sales Associate He was not the usual phony sales man trying to pull the wool over your eyes My antennas were already up as he approached me; I was waiting to hear the usual "sales talk" which would have been annoying and which would have lead me to "leave" However, much to my surprise and pleasure, MrM [redacted] was a GENTLEMAN from beginning to end; first-class demeanor, VERY articulate and helpful in explaining in "lay" terms exactly what was what He was patient, and transparent with what we were required, answering all of our questions We were given the liberty to "browse" because the two cars that were brought out for me to look over just did not really "hit" me I knew nothing about cars, but I knew what I wanted to drive in, and if that car was on their lot, I would see it MrM [redacted] left us to walk throughout the lot................and then I spotted the car: a Nissan, light cocoa in color It was what I liked and wanted After I told my husband, "that's the one", I left it up to him to find out about all the details, hoping that everything would meet his expectations Let me interject, there was another gentleman who came out - - I was thinking MrM***' supervisor who was EXCELLENT in just giving us a full spill about the car, the cost, everything we needed to know to help us make a decision He would come to us off and on during our discussions with MrM [redacted] and he, too, mirrored the same exact professional demeanor as MrM***After signing thousands of sheets in the contract : ) we were done, and we pulled off that evening with our Nisson......YAAAAYEEE!! I highly recommend to folks who are looking for a car and need it right away, GO TO EASTERNS AUTOMOTIVE GROUP on Annapolis Road in Lanham, MD, and ask or MrCARL M***Your business experience there will be fast, detailed, fair, and very satisfactory!!! I am a year old no-nonsense woman who left there with a smile Thank you MrM***!

This is the worst dealershipThey come off all nice in the beginning but when you have a problem with your car they completely ignore youI can’t believe they could do that to me even though I've purchased cars from themUnbelievable!!!!!!

[redacted] The Revdex.com face="Times New Roman" size="3"> Re: Gr [redacted] [redacted] Dear [redacted] ***: This is our response to the complaint filed by [redacted] [redacted] reports are available on all of our inventory vehicles It is impossible for Easterns to know the type of an accident or the extent of damages on the vehicle, because it gets the same [redacted] information that the customer gets We provide [redacted] reports to our customers and let them make the decision with regard to the purchase It appears that the entity that [redacted] should be filing a complaint against is [redacted] and not Easterns Very truly yours, Cindi G***

We are in rcpt of the complaint from [redacted] thank you After looking into this matter it is my understanding that issue has been resolved to the satisfaction of the customer

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I did NOT authorize Eastern Motors to pull my credit report four times in one day They told me they would pull my credit once and go from there, so this is just another example of their fraudulent selling/advertising practices Regards, [redacted]

Dear [redacted] ***:This is a response to the aforementioned complaint.Please be advised that we have contacted the customer and the issue has been resolved to the customer's satisfaction.Thank You

Robert B [redacted] listen to his customerHe uses all his resources to get a carHe is a great saleperson

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: it wasn't resolved at allI'm still dealing with this issue while extremely rude salesmen try to make me give my account information because I asked for good customer service so they feel i'm untrust worthy all of sudden when they provided the broken vehicleNo concessions were made, I love my vehicle however I do deserve good serviceSigned, [redacted] ***

We are in receipt of the complaint filed by [redacted] Generally speaking, one of the events that would trigger the difference between the advertised price and the contract price is when a vehicle is transported from a VA distribution center to a Maryland location When a vehicle is transported from one state to another, the dealer has to put this vehicle through that state’s safety inspectionIt is possible that there was a time-lag between the time of the sale and tallying up all the costs incurred by the dealer That is the reason why we have certain disclaimers online With that said, as a good will gesture and in order to ensure customer satisfaction, we will reimburse [redacted] the sum of $ Thank You Cindi G***

Thank You for bringing this response to our attention We acknowledge that the customer feels she has not received good customer service and we are investing that internaly with the management team and salesman I have spoken with the General Manager and he is willing to allow the customer to unwind the sale if so desired It is my understanding that as a goodwill gesture, Easterns has made all of the repairs to the vehicle, in addition, we provided a loaner car as transportation while repairs were being made We feel we have made sufficient efforts to resolve this matter therefore our position remains Thank you for your time

Thank you for bringing this complaint to our attention This matter has been resolved with the customer Please let us know if you need anything further Thank you again

To Whom It May Concern: We are in receipt of the complaint filed by Mr [redacted] *** Upon purchase, the vehicle met MD Safety Inspection guidelines as well as the approval of Mr***Mr [redacted] was given an opportunity to fully inspect and drive the unit prior to purchaseVehicle was deemed acceptable by Mr [redacted] and the purchase was conductedThere was no mention or promise of new tires as a condition of the saleThe taxes collected on the contract are MD State Sales TaxPersonal Property tax is not collected nor paid by the DealershipPlease see section of the MD Buyers Order attached I hope this explains our position in this matterIf you have any questions, please do not hesitate to contact me Very truly yours, Cindi G***

We are in receipt of this complaint thank you. In order to respond properly to this concern I would need additional information. Please let me know which location you visited and who you spoke with there. It is our procedure to only pull a credit bureau once, if there are more
that one showing for Easterns Automotive Group generally it would be an error on the reporting agency. We have software in place that will not allow duplicate pulls of the bureau. If you are seeking financing, it is also procedure to have the customer fill out and sign/date a credit application that authorizes potential lenders to access the bureau as well. If that is the case in this instance, with the additional information I have requested, I will be able to provide you with that documentation. I look forward to resolving this matter as quickly as possible. Thank you,
Cindi G***
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Thank you for your response. Please see the attached credit application signed by the complaintant. Please see the underlined section in the "AGREEMENT" portion of the application that provides Easterns with permission to pull credit reports from multiple agencies along with submitting the application to potential lenders for the purpose of obtaining financing for the customer. We maintian that Easterns pulled the credit bureau one time for all three agencies as allowed. According to the managers at the branch Mr*** visitied, he was asking for the branch to find financing for him through the lenders Easterns is affiliated with. Please contact me if you need any further infomation or documentation.
Thank you,
Cindi G***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me However, the reason provided is not acceptableI have audio recording of the entire conversationSecond the vehicle was located at the same location where the transaction took placeWhat are the procedures for getting the refund?
Regards,
*** ***

We are in receipt of the complaint by *** *** Thank you
At the time of purchase there
was an additional product offered to *** *** called Bi-Auto payment plan. The terms and conditions of this option are stated in the contract which was signed by *** ***. However, in an effort to keep *** *** as a customer and as a gesture of Goodwill, we are going to refund *** *** her requested amount of $ Thank You

We apologize for the inconvienence to our customer. I have placed a tracer on the refund check and it had not been cashed so we placed a stop payment on it and reissued a new one. it was mailed out today 07/29/2014. Please, if you do not rcv the new check in business days,
contact me at the Corp office and I will get it taken care of immediately. Thank you
Cindi G*** ###-###-####

Complaint:
I am rejecting this response because:
The car is not save without tires designed for the car There is no way this should have been allowed The tires do not have enough tread to last a year and are not designed for this vehicle Replace with tires designed for the car please
Regards,
*** ***

Day Exchange Policy is very misleading!!!
I purchased a car from Easters in Laurel, MD While driving home the check engine light came on Easterns’ was closing as we were leaving so I had to wait until the morning to let them know that the car I just purchased check engine light came on My intentions was to bring the car back the next day and have them check it out That morning I sent the salesmen Juan T., an email and my husband called and spoke with Danny N., who told him to bring the car back on Monday and they will send it to the shop That was very odd to me since we had just purchased the night before I called Danny N., back myself and told him that Monday wasn’t good for me so he said bring it on Sunday and they would give me a loaner since Monday was the soonest they could get the car to the shop Sunday we took the car back and Danny N., wasn’t there but another gentleman was able to provide us with a loaner and the car The paperwork I was given said that the car would be ready on Tuesday Monday I called Danny Nand asked him what would be the procedure if I decided to exchange that car for a similar car He said he would have to check with his finance manager and call me back I never received a call back On that Tuesday again I called and spoke with Danny N., he said he would check on the car, I told him that I wanted to know what I needed to do if I wanted a similar car and he said he would have to check with his finance manager and call me back after their meeting Again no call back, so I called him back when I was leaving work and he stated he had just gotten back from a meeting and the finance guy wasn’t available but he would check with him when he got a chance and call me back later that day (still no call back) On to Wednesday, I called Danny N., and before I could ask him about the financing he told me that the car was still in the shop and he would call to get a status I said I was considering exchanging it for same car but a year younger He stated that my financing was approved and that I would have to refinance the car in order to exchange it for the similar carKeep in mind I didn’t even have the initial car for a good hour before the check engine light came on I asked him about the day exchange policy since I was still within the timeframe and he said that since I was approved that didn’t apply to me and I would have to come in and speak to his manager When reading the day exchange policy nowhere does it say doesn’t apply if you were approve for financing! It reads “if you are dissatisfied with your purchase, we give you a one-time option to exchange the Car within calendar days of the date of this Order for any other car then existing in our inventory (“Replacement Car”).” I clearly fall into this category since the car I purchased presented a problem as soon as I got it home The finance manager Vinny started talking about restocking fees & financing already being approved He said that he would have to send a note up to corporate to see what they could do and may be able to waive the restocking fees The finance manager called my husband two days later and told him that if I wanted the other car I would have to pay $more and the interest rate was going to increase This is crazy I purchased a car that presented an issue as soon as I bought it and was still being repaired and I was within the day exchange policy timeframe I am very disgusted with the way this whole situation is being handledWhy have a day exchanged policy if you are not able to make an exchange within daysI think the exchange policy would’ve been the right thing to do especially since I was still within my day timeframe Three weeks later the car was still in the shop and I found out it has a timing chain issue Easterns’ called me yesterday to say the car has been repaired and ready The refused to honor their day exchange policyAnyone in their right mind would not want a vehicle with issues if they had the opportunity to exchange it for another carI purchased a car from Easterns before and didn't have any problems but after this situation I will NEVER purchase nor recommend a car from this company!