Complaints

The 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:06/07/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  My boyfriend and I went in to Eastern Motors looking for a vehicle on 03/19/2024. We talked to Mr. **** ****** and Mr. **** ******. Mr. ****** said that he could help us. He put our info in his computer and said we qualified for a 2004 ***** Tahoe. We filled out some paperwork, put $1,450 cash down on it. Our first payment want due until May 9, 2024. The finance company never took it out. We called to find out why and they told us they were missing a bunch of documents. We called Eastern Motors to resolve this. Mr. ****** said he was talking to his guy at the finance company, everything was fine. Then, almost a week later, he texts us this photo of what's missing, so we went down to take care of it. A few days later we get told that he needs my boyfriend's license through Turbo Pass. So we do this. A few days later we find out that he's got to do a resubmit and re-contract. Ok. So the original contrast is no good. Have to start from scratch. We text him and, for almost 2 weeks, nothing. Then, out of the blue, a week after telling us that we would need to meet and sign paperwork to finish the re-contracting, he tells us, through text, that we need to go to the lot and make a $200 payment for ***** and a $200 payment for **** He first told us our credit was good and that the finance company had approved us. Then, that day, he told us that, due to bad credit and high risk, the company had walked away from the contract. We replaced a coil pack and a spark plug plus the *** on it. The engine was getting ready to seize up on us. We had it checked out by the ***** lot nearby and that's what they said about the severity of the engine misfire. Before we replaced the ***, the code reader was saying that cylinder 4 was misfiring, then it was the **** canister, the fuel composition circuit being low, etc. There way a laundry list of recalls on that particular year and model. We told Mr. ****** that we want our down back as we would be returning it. He told us that we wouldn't

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My name is ************************* and I am a very dissatisfied customer. Long story short, my father highly recommended me to eastern motors because he heard nothing but great things. However, that was not the case for me. I was involved in a serious accident which left my vehicle totaled. I had already been without a car for months and with two children (4 month old and 2 year old) meaning our lives have been seriously impacted. I explained this to *****, my sales associate, and initially it SEEMED he had my best interest at heart but really he just wanted the sale. We spent a lot of time trying to find a vehicle I liked. Eventually he showed me a white 2021 Audi Q3 because I told him I was looking at other dealerships but he was ADAMANT he could find something better within my budget. I then agreed to come look at the vehicle. My husband and dad were present at the time of this sell (& will gladly attest). They were trying to convince NOT to get it because we were moving to fast and wanted me to explore my options. Once we all were in the vehicle checking it out we all had serious DOUBT and was going to leave without the vehicle and go somewhere else BUT ***** quietly told us Im not supposed to tell you this but we have a 7 day return policy guaranteed with no hassle at that point, It was made clear to me (my husband and dad) by ************* I changed my mind I could easily return the car and get my security deposit back. He NEVER said anything about an exchange. He only mentioned RETURN. So I signed the contract and I mean as SOON as I drove off the lot the car was making loud noises (possibly the front axel) so I called my dad first then my husband (sobbing) that I got scammed. I called ***** the next day to explain a couple of things were wrong with it. He said he test drove it and nothing was wrong but I dont believe that. Theres no way he didnt hear what I did( I drove my husband, dad) around and they all heard it. That wasnt even the beginning of issues with the car. I texted him 3 days after having the vehicle to confirm that I was going to return it because of the long list of issues with it. He then was SO persistent on finding me something else (but I liked nothing) after sometime I told him Im going somewhere else and I wanted to start the process of getting my deposit back. He then told me I would NOT get it back and with full confidence.With all that I found wrong with the vehicle he clearly did not inspect it and if so it was not thorough So I was lied to to sign a contract and on top of that your sales associate recanted his story. I was told by **** it would take 7-10 days for someone to reach out to me and since that 10 days has been up I have been calling EVERYDAY and every time I spoke to someone they said they would pass along my info to **** because he was the only to have the information. I eventually had to come back into today to get your infoi returned the vehicle within 6 days, cleaned out and in the EXACT same condition I received it. I even texted ***** asking for follow up and he never replied but whenever i was texting him about interest in buying he responded immediately but once i mentioned getting my security deposit back all communication with that location has been scare. NO ONE has returned my calls and anytime I called for **** they would say hes busy. I would appreciate my security deposit in full as this has set our family back. I would also like the review I gave ***** removed.Ps: it is now day 28for this to be a multimillion dollar company (maybe more) and Im having to beg for my refund back for a car I returned in the EXACT same condition I received is insane. What I am asking for is ***** change for this company but is food on my familys table, rent etcPlease advise.

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  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.

  Bought a vehicle. Having issue with the car. Nothing

  Business Response

  Date: 02/09/2023

  The customer came into our dealership on 1-18-23 to look at vehicles. We had, at that time, engaged with him in conversation for over 6 months and were excited to help them. they choose the vehicle they purchased, drove it, and waited a few days to come back and actually shake hands on a deal. By the time they purchased, they had driven it a few times. When they purchased the vehicle they were advised 2 different times that the vehicle was as-is, and they opted to purchasing a 3rd party service contract. The customer signed 2 documents that explicitly acknowledged they understood that the vehicle was as-is. 

   

  The next week the customer called us and informed us that they had spent money replacing ***** and they wanted to be reimbursed. When we told them that we would not reimburse them, they became irate and threatened to go to the used car commission and the BBB about it because not only did they replace the hoses, they also found paint overspray in the paint job and demanded that we fic the issue. 

   

  The customer spoke with the salesman, the finance director and the owner multiple times to try and come to a resolution, but refused the solutions that were presented. 

   

  We at Eastern Motors value relationships and have been both apologetic and kind while being helpful and were under the impression that the matter was resolved. 

   

  The customer left us a 5 Star review on ****** and the notification from the Better Business Bureau was shocking for us.