Complaint Review: Easterns Automotive Group

October 2004:

- Purchased 2002 Ford Explorer from White Plains location.
- Contacted store after having car for two days to discuss brake or possible suspension issue and broken latch. At the time we were concerned with the high level of noise coming from the brakes.
- We were referred to a repair shop in Suitland.
- Latch was fixed and brakes were given the okay.

May 2005:

- While driving the car on 301, we heard a noise and lost control of the vehicle.
- We immediately pulled over, realized the back driver's side tire was detached and had the truck towed to Ron Bortnick Ford in Upper Malboro.
- The truck was inspected and we were told that the lug nuts had snapped and it was possibly due to the emergency brake assembly coming apart. We were instructed to contact Eastern Motors as the mechanic felt the parking brake was in poor condition and was likely broken when we purchased the truck.
- Due to the expense of the Bortnick's estimate we got a second opinion. That mechanic refused to do the work because as he put it there is a broken AND rusted lug nut on the back passenger side too. According to him at least one lug had been broken for quite awhile and he felt there was something else going on to cause the problem as wheels don't just come off
- Vehicle was towed back to our home
- I contacted the White Plains store and spoke with Anthony. He was less than helpful and would only say that your 30 days is up whenever I questioned the level of inspection the truck received prior to our purchase.
- After a second call, Anthony directed me to the customer service line
- I then spoke with a female in late May that said cars break down and though I told her about the rusted lug nut she would only say maybe it came from the shore where the salt rusted all of the nuts!
- Unable to get a remedy we let the truck sit as it was not driveable and we were not sure what was wrong

June 2005:

- After another call to Eastern customer service we were told to take it to another Ford to see if they can diagnose the problem better
- Truck was towed to Waldorf Ford earlier this week
- Waldorf Ford inspected truck and immediately realized that the truck has the wrong model of rotors on the back end and this has destroyed the brake system
- Contacted Oxana of Eastern motors to discuss a resolution
- After several conversations with her, Oxana informed us that she did not believe our story and that for all I know you could have put those wrong rotors on. Funny thing is, we were already told to replace the rotors and had a BRAND NEW box of rotors sitting on the front seat of our truck. So the idea of us having put the wrong ones on and then attempting to charge Eastern's is crazy. We have tried for over a month to determine the reason this all was happening and now that we have Eastern's is not taking responsibility for selling us a vehicle with the wrong equipment on it. We have requested an inspection certificate and Eastern's has only told us that they no long have it!

Tia
Waldorf, Maryland
U.S.A.