Complaint Review: Easterns Automotive Group - Rosedale Maryland

I purchased my 2014 Town & Country Touring Edition minivan from Easterns Automotive of Rosedale, MD in May 2016.  When purchasing the vehicle, I told the sliding doors were not powered, and I refused to believe that they were not powered because they were equipped with buttons.  I was told by the salesman, Geoff, and the manager at the time, Glen, that manufacturers will put fake buttons even if the doors were not powered.  I was still not “sold” on the idea as the vehicle was fully equipped with other luxuries (i.e. DVD, leather seats, back up camera, etc).  I did some research on my own and found that the basic manual that they provided with the car for Chrysler Town and Country’s stated they were equipped with power sliding doors.  I also pulled up the vehicle on Easterns Auto website with the vin#, and it stated that not only did the vehicle come with power sliding doors it also came with front heated seats – neither of which it had.  

Finally, Easterns agreed to take the car in to fix the issue with the power sliding doors.  They took it in at least 3 times and refused to give me repair paperwork each time, stating that the paperwork came from Corporate Headquarters in Virginia.  They took it to Chrysler twice because they were unable to fix it, and again each time I got it back the doors would stop working.  The last straw with Easterns was when the Chrysler tech told my husband that Ed from Easterns refused to let them get to the bottom of the repair because they weren’t spending any more money on the repair.  Easterns let my car sit waiting for the fuse to blow, inconveniencing me by making me believe they were waiting for the fuse to blow again while it sat in the shop.  After this, I continued taking my car to Chrysler and Easterns has picked up the bill.  My car has been repaired over 10 times for the same problem, and they have had my car more than I have had my car because they take it for over a week each time for it to break again two days later.

I have finally filed a complaint with the Better Business Bureau and Corporate got involved.  After taking my car to another Chrysler service center to be repaired, the service advisor stated that Easterns allowed them to again just change the fuse because the problem could not be duplicated.  Each time they are allowing the service center to make the same repair with no success.  The service advisor suggested taking the interior out to determine where the issue was coming from and Easterns refused.  This has been a huge inconvenience to me.  So far, I have rejected the two comments they have made on my BBB claim, as my car is currently still in the shop waiting for Easterns to pick up the bill.  My car was complete as of Saturday, 09/10/2016.  Tim Atkins from Corporate has yet to pay the bill for the repair, and he has not responded to my last email from September 2, 2016.  My husband has also called him numerous times, and Tim has not returned his phone calls. The doors are entirely too heavy for my youngest kids to open and close, and my son’s thumb has already been slammed in the door due to this and frankly, this is something that the car is equipped with that they have failed to repair.  It seems as though Easterns Automotive has a bad reputation with customer service and the cars they sell – I wish I would’ve known prior to making my purchase with them.