Rayne Soft Water Service

The Vehicle that *** *** purchased from Easterns Automotive Group was covered by the manufacturer’s warrantyFrom the moment that *** *** started having issues with the vehicle, an authorized *** dealership has been involved in assessing and repairing the issues*** ***, the
manufacturer’s franchised dealer, is currently repairing the vehicle under the manufacturer’s warranty*** *** has also provided *** *** with a loaner vehicle so she is not left without transportation while her vehicle is being repairedAlthough Easterns understands *** ***’ frustration with the speed at which *** *** has been handling this matter, it is in no position to expedite the repair process as *** *** is a franchised dealer and is not in any way connected to Easterns Automotive Group.As to *** *** desire to trade the vehicle in question for a different unit, Easterns will be happy to look into it once the vehicle is repaired pursuant to the manufacturer’s warranty and provided *** *** is willing to go through a new loan application process in order to establish whether she qualifies for what would be a new purchaseI hope this explains Easterns’ position in this matter

Date: Tue, Oct 3, at 2:PMSubject: *** ***
Rebuttal (***)To: *** *** Good Afternoon *** *** Thank you for the follow up today. Please see the email below from our Customer Care Manager. He last spoke with *** *** in July and she stated the issue was resolved. I hope this helps. Thank You, Cindi GFrom: tim a*** Sent: Tuesday, July 25, 1:PMTo: cindi g*** Cc: [email protected]: RE: Revdex.com COMPLAINT - *** *** - update 7/25 I just spoke with *** ***. She confirmed the car has been repaired and she has not experienced any problems since. Tim A***

[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.
Regards,
*** ***

[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 place.What are the procedures for getting the refund?
Regards,
*** ***

I am rejecting this response because:It is very unfortunate that companies like Easterns take advantage of their customersEasterns is a terrible company to purchase a vehicle and their management lacks integrity.*** offered a rental due to Easterns advising me that my issue with my vehicle is no longer their concern and basically 'I'm on my own' going forwardI have contact Easterns' corporate office every day for two weeks and Tim Adkins refused to accept my call or call me backpoor management and customer service.I will not accept Easterns offer to apply for a new loan when the initial offer from Easterns was a collateral exchange which the Bank approvedEasterns refused to send the requested documents to the Bank to place me in a reliable carInstead, Easterns have advised me that they will no longer help with resolving the issueAs result, I have escalated this matter further with the State. Regards,
*** ***

To Whom It May Concern:
We are in receipt of the complaint filed by Mr*** ***
Upon purchase, the vehicle met MD Safety Inspection guidelines as well as the approval of Mr***Mr*** was given an opportunity to fully inspect and drive the unit prior to purchase
Vehicle was deemed acceptable by Mr*** 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***

I apologize that you feel offended. We do appreciate you as a customer and that is why we are extending the offer to provide you with the tools requested. Please contact Tim A*** Head of our Customer Service Dept so that he may assist you further. ###-###-####

We are in receipt of the complaint from *** *** *** thank you. Eastern’s Automotive Group does not spot deliver any units. An approval was obtained from a third party lender prior to the delivery of the unit based on information provided by *** ***. There were
subsequent events that prevented the purchase of the contract by that lending institution. We have discussed and disclosed all of the information to *** *** and *** *** has decided to withdraw her complaint. Please note that this complaint has been resolved to the satisfaction of both parties. Thank you Cindi G***

We are aware of *** ***’s complaint since we have already made previous attempts to come up with a satisfactory resolution for *** ***
*** *** purchased his vehicle on May 23, with 46,milesThe vehicle came with a one thousand miles or days, which ever comes first, limited warranty
covering certain parts which are more specifically described in the brochure a copy of which was given to *** *** at the time of purchaseUnfortunately, tires, break pads, wheels, and break fluid are not covered items under the limited warranty. Also, according to *** ***’s own records, he has driven the vehicle for more than 2,miles by the time the vehicle was taken to the *** of Silver Spring. This means that even if the parts complained of were covered under the limited warranty, the limited warranty still would not have applied
We also would like note that the Vehicle was sold after it was put through the state safety inspection of the State of Maryland and Commonwealth of VirginiaBoth states require the inspection of tires and break padsIn addition, Maryland state inspection requires the inspection of wheels as wellThe fact that the vehicle in question passed both inspections means that the condition of tires, wheels, and break pads were in good condition and did not require a replacementIn fact, the tire depth at the time of said inspections exceeded state minimum requirementsEven the *** of Silver Spring noted that all four tires still satisfied the minimum state requirements even after more than miles were put on the vehicle after the purchase
As to the wheels being bent, we submit that if the wheels were bent at the time of purchase, the Customer would have noticed it during the test drive or visual inspectionAnd as mentioned before, wheels are part of the checklist for the Maryland State safety inspection
Having said all of the above, we would like to let you know that we offered *** *** the sum of $as a customer good will gesture; however, said offer was rejected. We remain willing to stand by our offer and it is not because we feel that we somehow breached our obligations, but because we would like to help *** *** out of our concern for customer satisfaction

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

Good Morning,
This matter has been resolved with the customer directly. Thank You

We are in receipt of the complaint from *** *** thank you. We appreciate you bringing this matter to our attention. While I investigate this matter further I would encourage *** *** to speak with Tim A*** at our Customer Care Department to see if he may be of assitance.
His contact information is ###-###-####. We value *** *** as a customer and hope to have this matter resolved quickly. Thank you, Cindi G***

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.
Regards,
*** ***

We have addressed the issue and *** *** has picked up her vehicle. This matter has been resolved. Thank You

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me and can be closed.
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. I was offered a $300 good-faith payment towards the purchase of two new tires.
Regards,
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I tried to cancel contract within 24hrs but found out about the exchange the day I got my car it was snowing so I could not test drive because we ALL was in a hurry to get home considering this whole experience shows me the dishonesty of Eadtern motors employees that car was inspected by someone they use to cover up repairs MY CAR has been repaired and like I said previously no good can come to you people it is what it is I just want deal with them ever again

Thank You for bringing this to our attention.  We assure you that we do value you as a customer.   A customer service representative will contact you today. Per your request you will be working directly with our Corp. office, not the staff at the Laurel...

location.  We look forward to working with you.  Thank you

Complaint: 11434990
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,
[redacted]