ComplaintsforEchoPark Automotive

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 08/26, I stopped into ********* to look at purchasing a vehicle. The gentlemen that assisted me in looking at several vehicles indicated that they did not have a deal/ handling fee. Instead they offered a PermaPlate Appearance Protection Warranty. When it came down to purchasing the vehicle, every other additional warranty was added to the sale of the vehicle. I indicated to the salesman that I would like the warranties removed. Everyone of the warranties was able to be removed from the sale except for the Appearance Protection, a mandatory $699.The staff indicated that the warranty was required for the sale of the vehicle. I was told that a product had been applied to the interior/ exterior of the vehicle and is something that is applied to all vehicles on the lot. The manager of the location informed me that he was unable to provide any sort of proof of application of a product and was unable to tell me what product had been applied. In the PermaPlate warranty paperwork the document states Notice to Purchaser: The purchase of the Appearance Protection Product is not requirement for the purchase, lease or financing of a covered vehicle. It was unclear as to why this warrant was unable to be removed from the purchase just as the others were removed.

  

  Business response

  09/11/2024

  Thank you for taking my phone call and allowing us to resolve your situation.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from EchoPark ********* on August 3, 2024. I was told my registration would be mailed to the *** and done for me. I called the next day to see how I would know if this had been done and was informed I would receive an email when they sent it. I then called the following week to check because I never received an email, the employee was very short with me and said I would receive an email when it was sent and would be soon. Two more weeks, August 28th, still no email. I called post-sales twice, but there was no answer. On August 29th, I called post-sales twice, but there was no answer. I called pre-sales and I got an answer, she said she'll forward the problem to their guest relations department and say it was a priority. I believe soon after this call I finally received a call back from a message I had left for post-sales on August 28th. In this call, the person in the attached email told me on the phone that I would receive an email with an "SDR" number (I'm not quite sure if that was the acronym she used) and that I could use it when I registered my vehicle online so that I wouldn't have to pay since they already sent the registration money. She told me to expect an email in the next 5 minutes. I then very soon after got a call from one of the salesmen at the dealership who told me that they sent out the registration paperwork and it would be there on the 3rd of September, I informed him that it would not help me since my temporary permit expires on the 2nd of September, but he did not pay it much attention and the call ended soon after. The email I received from the post-sales agent ended up just having the *** Ex tracking number and now the paperwork has been delayed even more. So now because no one sent my paperwork and they already mailed it, I am unable to register the vehicle myself without double paying the registration fees and I can no longer legally drive my vehicle because its tag is expired due to a lack of care. I need a temp tag.

  

  Business response

  09/17/2024

  Thank you for taking the time to provide feedback.  With deals from Out of State, we do ask our guests to provide the *** address to ship their paperwork to.  In this case, the Wisconsin *** address provided rejected our original ***** packet.  Our title team contacted ***** to expedite the package being returned.  We resent it to the required Wisconsin central processing center the same day we received it back.  It has since been delivered to your State 6 days ago.  We do apologize for the delays and hope your State processes your items quickly so you can continue to enjoy your new vehicle!

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2020 Honda Pilot EX from *************** on 8/31/2024. I did a short test drive on small side streets. I bought it and drove it to a friends house a few miles away during a storm. The Pilot did not seem to drive quite right but I thought maybe it was the storm and its new to me etc. The following day I drove it back home to *********. The further I drove the more I was worried that I was going to get in an accident. I was accelerating to merge onto a new freeway and the engine reved up but the car was not accelerating and people were flying around me. The pilot was lunging forward when it would change gears and at times the rpms were all over the place. I drove the car straight to my mechanic who drove it and said that there was definitely something wrong with it. I immediately notified ********* through the chat. They said someone would contact me on Monday. I was told that I could take it to the ********* location to get it repaired or they would consider a return. I drove it there and it was struggling to even get up small hills. I dropped it off yesterday and today the service guy called me from ****** saying that the ********* service guy drove it and, It drives normal for its age and miles. If this is normal then ***** would be out of business. I ******* this problem and its a well known transmission problem on Pilots. They are telling me now that my only choice is to keep the broken car or I can have them Appraise the car for a lower value and exchange it for another one paying the difference. This is completely unacceptable. I paid $24,422 for the Pilot and I expect all my money back. The service guy in ********* told me this was the 3rd car sold this weekend from ****** with problems that they were having to deal with in *********. That is unacceptable especially when they claim to do a 190 point inspection on every car. Not to mention they have you pay an online deposit with one interest rate and give you another.

  

  Business response

  09/11/2024

  I am pleased to report that the guest has been assisted and is now satisfied with the resolution. The guest has confirmed that the vehicle issue has been successfully remedied.

  Customer response

  09/11/2024

   
  I am rejecting this response because:
  I am not satisfied because I am still left with a car that I need to take to get the leaking front sway bar link replaced and the brake fluid and coolant changed.  They are claiming that the ***** Dealership is lying and they say I don't need this replaced but I can't trust them because they also said that my car drove fine and didn't have a transmission judder.  I now will have to take another day off of work to go to my trusted mechanic to get the sway bars looked at and the brake fluid and coolant changed.  I would like to be reimbursed the $681.42 that this is going to cost me.

  

  Business response

  09/18/2024

  Hello,  I am the Guest Relations Lead for Sonic Automotive & Echopark.  I just received the BBB letter from ******* ******* on Monday (9/16). Yesterday (9/17) I left a message for ******* ******* to return my call so I can assist her with her complaint.    Thank you, ****** ***** *************)

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 8/31/24, I went to EchoPark in *******, ** to purchase a vehicle. While talking with the salesman regarding pricing (Merit) and coach (****), I was informed the ************************************************ Warranty (coating) was required for the amount of ****** and could not be waived. Nowhere their website does it say that protection plan is "required." I explained that I did not need this protection plan as evidenced by the vehicle I was trading in was in excellent condition. I was told by both (salesman and coach) that it could not be waived. If this was indeed a requirement, I stated I wanted proof that the coating was applied and was told I would I purchased the vehicle, only to see the at the bottom of the document, "The purchase of the Appearance Product is not requirement for the purchase, lease of financing of a covered vehicle." This document is attached for reference. However, when i asked for it to be take off my bill of sale, I was refused.I called ******************* the owner of ********** to ask for a refund. They told me the protection plan is cancelable and should not have been a requirement for purchase of the vehicle. I was also told that i should have received a 3 page contract regarding what is covered in the ********** protection plan and I did not receive it. I'm requesting a refund of ****** as I was required to purchase a protection plan that I did not want and was not required (according to the document signed and attached) for purchase. The salesman and coach refused to remove the ****** fee after multiple requests. Additionally, I did not receive proof the coating was applied to the vehicle as stated that i would and I did not receive the 3 page ********** contract. EchoPark advertises for the lowest prices and REQUIRES additional fees for protection plans that a customer may not want and their own paper work states it's not required. I feel this is not a good business practice.

  

  Business response

  09/06/2024

  Thank you for taking my phone call and allowing us to resolve your situation.

  Customer response

  09/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. Please remove my complaint as matter is resolved. 
  
  Thank you. 
  

• Initial Complaint

  08/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In January of 2024 we traded in our old car to purchase a 2021 ***** XC90 at ********* automotive. During the very long time at the dealership when we were making a decision on the vesicle. We asked about any warranties on the car. They stated they have a 30 day 1000 mi from the dealer and we have the option to purchase an extended warranty. I specifically asked ******* the sales manager if the vehicle had any kind of manufacturers power train warranty. He replied no, there are no warranties left on the vehicle. We declined the extended warranty because it was so expensive. Come to find out after we had to bring the car in for a engine light that the vehicle had a 4 year ******mi manufacturers warranty that was active at the time of purchasing. Had we had not been lied to about this we would have had our vehicle in the shop months earlier when it was still covered, but since we believed their was no active warranty we waited to see if the problem was persistent. In return has now cost us almost $3k in repairs. ***** service management agreed that the dealer should have disclosed all of that at signing. On 8/27 we confronted Echo park management about the misinformation and deceptive practice. They first said the information was on the Carfax report they provided, it is not. Then he said we could have looked up that info easily. We told him that we specifically asked him personally and he neither confirmed or denied it. His manager then said it is Echo parks policy not to tell anyone about the manufacturer warranties because they cant get that information.h Even though they had just said that I could have obtained that information. We signed the purchase agreement in good faith that they were disclosing everything about the vehicle. Their lies and deception directly influenced our decision making about when to bring our vehicle in *****.

  

  Business response

  09/06/2024

  We do apologize if your experience did not meet our high standards. We strive to deliver a buying experience easier and faster than other dealers in the marketplace in a transparent manner. Our vehicles have also undergone a 190 point inspection, include a 30 day/1k mile warranty and are priced always up to $3000 below the competition. Carfax is the leading industry standard for vehicle history including estimated warranties remaining from the manufacturer. We do include a Carfax report with every purchase free of charge. We are unable to guarantee any warranties still in effect from a manufacturer.  Standard Nevada purchase order documents are signed on each transaction disclosing these facts.

  Customer response

  09/06/2024

   
  I am rejecting this response because: This is just an automated response that does not address the complaint at all
  
  

  

  Business response

  09/10/2024

  We do apologize if your experience did not meet our high standards. We strive to deliver a buying experience easier and faster than other dealers in the marketplace in a transparent manner. Our vehicles have also undergone a 190 point inspection, include a 30 day/1k mile warranty and are priced always up to $3000 below the competition. Carfax is the leading industry standard for vehicle history including estimated warranties remaining from the manufacturer. We do include a Carfax report with every purchase free of charge. We are unable to guarantee any warranties still in effect from a manufacturer.  Standard Nevada purchase order documents are signed on each transaction disclosing these facts.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went online, EchoPark advertises a no dealer fee sale. Tried to purchase a *** X1 - online it did not add a $699 protection package. When I went to the dealer they forced to add the $699 appearance protection package. Tried to tell the business this is fraud because you cannot advertise a no fee dealership and then force customers to add the $699 package to the sale. I will also be filing a lawsuit on this. If there is a way to remove this fee id like a written letter and a refund of my $699.

  

  Business response

  08/13/2024

  Thank you for forwarding this complaint to EchoPark Automotive and for allowing our company an opportunity to respond.  We respectfully disagree with the consumers complaint alleging that our advertised price doesn't include the fees. 

  Our advertisements, both on our companys website and on third party vehicle sale websites, expressly state the amount of any applicable Document Fee or required additional products with any vehicle listing. I have included sample screen shots of vehicle listings from our EchoPark.com website, as well as from two additional third-party vehicle sale websites (AutoTrader and Car Gurus).

  Thank you again for contacting us regarding this complaint and providing us an opportunity to respond.  We sincerely wish that the guest had contacted us directly to discuss their concerns, as we make every reasonable effort to resolve any concerns with our valued customers.

  Customer response

  08/13/2024

   
  I am rejecting this response because:

   

  if you can clearly see when I try to buy the car online it lets me Remove the $699 paint protection. I took this to your office in ******* Duluth and I am being told the $699 appearance protection is mandatory to buy the car. This is absolutely false advertising and bait and switch tactics. I will not let this go this easy. 
  

  i have attached two images of the online price not showing any paint protection package being required to purchase the car and there is no such mention in terms and conditions 

  there is no contact us phone number for this that i could find. The number just calls the dealership and the sales team says no you have to buy the extra appearance protection to complete your transaction 

  
  

  

  Business response

  08/13/2024

  Dear *************************************,

  Thank you for bringing your concerns to our attention. I sincerely apologize for the frustration and confusion you experienced during your recent visit to EchoPark. We take allegations misleading practices very seriously, and I want to assure you that we are committed to resolving this matter fairly.

  Regarding the $699 Appearance Protection package, I understand how this situation may have caused frustration, especially in light of our advertised "no dealer fee" promotion. It is important that our customers feel confident and informed throughout the entire car-buying process, and we regret that your experience did not meet those expectations.

  To address your concerns, we will remove the $699 Appearance Protection package from your purchase and or issue you a refund if you have already completed your purchase. We will also provide you with a written letter confirming the removal of the fee and the processing of your refund, if necessary. Our goal is to ensure you are completely satisfied with your purchase and the service you receive from EchoPark.

  If you have already completed your purchase, please allow us a few business days to process your refund. You should receive your refund check by August 31, 2024. We appreciate your patience as we work to make this right.

  If you have any further questions or require additional assistance, please do not hesitate to contact me directly at ************** or ********************************************** We value your business and want to ensure that your experience with EchoPark meets the high standards we strive to uphold.

  Thank you again for bringing this to our attention, and I hope we can restore your confidence in EchoPark.

  Best regards,
  

  ***********************************

  Guest Loyalty Specialis

  EchoPark Automotive - Duluth

  Customer response

  08/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  

  I was reached out by Mr ****** and he has resolved my issues. Id like to thank him for all his help. 
  
  Thank you. 

  
  

• Initial Complaint

  08/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I actually want to remove my review. The General Manager of EchoPark Avondale reached out to me and resolved all my concerns. including a refund for repairs I paid out of pocket.

  

  Business response

  08/12/2024

  Thank you, we are glad your issue is resolved!

  Customer response

  08/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 17, 2024, I purchased a 2021 *** at *******************************. I traded my 2018 ****** Rogue at that time. After spending over 4 hours at the dealership, the salesman *************************, who just started with the company, brought my paperwork. At no time was I informed that I would be charged $699, for an Appearance Warranty. Since I was not informed about this and the Warranty Clearly States: This product is not a requirement to purchase the vehicle, I should be refunded this charge. To make matters worse, on 08/01/2024, a representative called to inform me that my NEW PLATE was in their office. Since the salesman removed my plate from the Rogue, and put it on the **** I assumed that my plate was transferred. This was not the case and I was charged $50 penalty for not surrendering the plate, which the dealer should have turned in and provide me with a temporary tag since they registered the vehicle. Numerous calls and emails, have produced no results. The company should reimburse me for both charges of $699 and $50.

  

  Business response

  08/12/2024

  Hi ****,
  As we discussed, the $50 civil penalty from the *** is related to a 2017 ****** RAV4 and the termination of its insurance on January 1, 2019. This fee is not connected to your recent trade-in of the 2019 ****** Rogue for the purchase of the 2021 Kia ******************* the $699 non-refundable Appearance Protection, this product is applied to all of our vehicles. In our commitment to transparency, we clearly state this on our website, and it is also included as an addendum on every vehicle. While the finance company does not require this purchase, it is an integral part of every vehicle purchase at EchoPark.

  Customer response

  08/13/2024

   
  I am rejecting this response because: I just texted Korisha photo's, which are copies of the Civil Penalty showing the vehicle as a 2018 ****** Rogue and a copy of the receipt for the $50 that I paid. The 2017 ****** Rav 4 Korisha  referenced, was a New York Registered Vehicle that was traded to a New York Dealership in 2021, when I purchased the Rogue I traded to you on 07/17/2024. ********* Automotive did register my vehicle unbeknown to me. Since the salesman did remove the plate from the Rogue I traded, and did place it on the *** I just bought, I assumed that they transferred the plate and I would receive the new registration in the mail. This made sense since I still had 6 months left on the old registration. I was quite surprised to receive a call from a rep at *********, informing me that my license plate arrived at their office. My wife went there that day after she left work to get the license plate. This occurred on 08/01/2024 and I purchased the new vehicle on 07/17/2024. Because ********* registered the new car, they were required to remove my old plate from the trade and turn it in to NCDMV. They would then have to provide me with a temporary tag in the meantime. Because this was not done there was a 14 day laps in the surrendering of the license plate resulting in a $50 Civil Penalty that should be reimbursed to me. Additionally, I also texted Korisha a copy of a complaint against EchoPark in July of 2024, regarding the aftermarket product PermaPlate, which was resolved with the $699 PermaPlate Cost being refunded for the product that was not wanted. If the BBB would like copies of these documents, please send me a phone number I can text them to. For whatever reason I am unable to email them. 
  
  

  

  Business response

  08/13/2024

  We have partnered with **************** regarding his concern and came to an acceptable resolution. 

  Customer response

  08/13/2024

   
  Better Business Bureau:
  

  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me..This resolution is for the refund of the $699 PermaPlate Warranty and the $50 Civil Penalty for the 14 day lapse for not turning in the ** License Plate
  
  Thank you. 

  
  

  Customer response

  08/29/2024

   
  I am rejecting this response because:
  Since I have not received the refund or a response, I'm wondering whether or not they are going to honor our settlement. 
  

  

  Business response

  09/06/2024

  Agreement has been honored, proof of delivery attached.  Delivered 9/4/2024 10:20am.  VM left for guest at 11:30am 9/6/2024 to confirm receipt and matter closed.

  Customer response

  09/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. I would like to thank the Better Business Bureau, especially ************** *****, for her assistance in obtaining a successful resolution to this case. I would also like to thank *************************, from the dealership who understood my issues, and also assisted in the case resolution, Thank You Both!!
  
  Thank you. 
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle from the ****************** location in late June. Paid outright for the vehicle and had the explicit expectation that the tags would be shipped once echo Park received them. I have yet to receive the tags and am being told that I have to go to my DMV waste my time to get new plates issued and also pay the lost or stolen tag fee and registration fees myself. Although in the contract that I signed with Echo Park, they took funds from me for the registration and licensing of the vehicle. Which they have done but have not provided me with the tags or registration. Their argument is they do not take responsibility for items lost in shipping. When asked for proof that the items were actually shipped, they could not provide any proof. I would like a full refund of my documentation fees

  

  Business response

  08/09/2024

  Thank you for escalating your concern. I will investigate and call you by end of business day today Friday 8/9/2024 to discuss next steps.

  Customer response

  08/09/2024

   
  I am rejecting this response because: they are looking into the matter and owe a response from initial message 
  
  

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1. Appearance Protection Fee: I was charged $699 for an appearance protection plan, which I was told was mandatory at the time of purchase. Upon further investigation, I discovered that this fee is optional. I request a full refund for this charge as it was misrepresented to me.2. *** Insurance Refund: I was also charged $999 for *** insurance. I was informed that I could cancel the *** insurance and receive a refund once the loan amount was less than the car's market value. However, my attempts to cancel and get a refund have been met with significant difficulties:i) I visited the office and was given an email address to request the cancellation.ii) I sent an email and received an automated response stating I would hear back within 24 hours. It has been four days, and I have not received any response. I have followed up twice via email.iii) I returned to the office, where I was provided a phone number to call. I called the number multiple times, but only received an option to leave a message. I left a message but have still not received any callback.Resolution Requested:1. A full refund of the $699 appearance protection fee.2. Cancellation of the *** insurance and a refund for the unused portion of the $999 fee.

  

  Business response

  08/09/2024

  We have received your complaint and you will receive a call by end of day Friday 8/9/2024 to work through resolution. 

  Customer response

  08/09/2024

   
  I am rejecting this response because:
  This is end of Friday and no one from the business.

  

  Business response

  08/12/2024

  Spoke with guest and submitted cancellation of GAP. Explained PermaPlate apperance protection and how it is not cancellable but understood guests concerns regarding carpet and are working to rectify those concerns. GAP cancellation request# is REQ240812103001.

  Customer response

  08/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

*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. ↩