Complaints

This profile includes complaints for EchoPark Automotive's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EchoPark Automotive

  4401 Colwick Rd Charlotte, NC 28211-2311

  
• 

  EchoPark Automotive

  5611 N Loop 1604 W San Antonio, TX 78249-1398

  
• 

  EchoPark Automotive

  2121 Rosa L Parks Blvd Nashville, TN 37228-1507

  
• 

  EchoPark Automotive

  5611 N Loop 1604 W San Antonio, TX 78249-1398

  
• 

  EchoPark Automotive, Inc

  500 E 104th Ave Thornton, CO 80233-4165

  

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:04/29/2025

  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.

  I purchased a 2015 ****** Highlander from Echopark Automotive on January 10th, 2025. I felt something a little loose while driving it but I didn't think nothing of it just a new car I need to get use to. Then Fast forward March my check engine light comes on I go to auto zone it says it's my power train system then I take my car too Pepboys and find out my whole raidiator is leaking and needs to be changed. This comes out to 1300 repair and my warranty only covers the removal and replacement of my head gasket. Then not even two weeks later I find out all my spark plus needs to be changed as well as my sway bar end links which is causing my wheel to shake when I go to slow down. This repair estimate is totalling ******* I called my warranty they don't cover these repairs I called echopark they say they're not responsible outside of the 30 days but speaking w/ Mechanics a blown and leaking radiator is something that happens overtime. Therefore I am feeling like I was sold a car that looked good on the outside album was falling apart on the inside. Outside of the car note and insurance having to pay for thousand dollar repairs on a car I got less than 4 months ago is ridiculous and I feel like I've been scammed. I would like to either be compensated for the repairs I've came out of pocket for or have them do the repairs for the spark plugs. I am a full time college student and this car is how I make money so right now I am in the hole trying to maintain it's repairs.

  

  Business Response

  Date: 04/29/2025

  As our goal is to deliver high quality pre-owned vehicles, all of our units pass thru a recon inspection prior to listing.  We also cover them for 30 days or ***** miles with a dealer warranty on the powertrain to ensure peace of mind during the early part of the ownership experience. Unfortunately, vehicle issues can arise at any time due to many different reasons including age, mileage, care, maintenance and driving habits.  We do offer vehicle service contracts, as you mentioned, that help to cover other items that may malfunction during ownership.  Unfortunately, there is no way to fully prevent all future maintenance or repair needs.  As these maintenance items fall outside of these programs, EchoPark will not be able to compensate for them.

• Initial Complaint

  Date:04/17/2025

  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.

  ****** ***** one of Echopark automotive in ********* Nevada sale agents lied to me about gap insurance and the length of the loan. The car originally price was around $23000, she explained gap insurance options to us which we said we didnt want, she said and I quote oh no im just telling you guys about it because it comes with the original cost of the car its not something we will add for extra fees. Im just showing you how much of a good deal you guys are getting for the price . She also showed us the deal on her tablet, she said after taxes the car is *****, which she showed us during signing and the loan is for 72 months. After signing, she said she will email us a copy, she never did. We contacted the financing company 2 months later to find out that we financed $32795.77 for 75 months, not only she lied and added over $4000 of gap insurance and extended warranty we told her we didnt want, she lied about the length of the loan and failed to provide us a copy of our contract. I want the warranty off, the gap insurance off and my original 72 months finance as promised by her.

  

  Business Response

  Date: 04/18/2025

  We apologize if your deal structure was not communicated in the format you preferred.  We will have the team resend the copies of all the paperwork you signed and reach out to ensure you have received it.  We will also send the cancellation form for the products you mentioned you no longer want.  There is no option to change loan terms after they are initially put into place.  We hope you are enjoying your Rav4!

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We purchased a used 2022 ****** Armada on 4/12/2025. After driving around 250 miles(just above their return policy), we experienced complete transmission failure. After owning the vehicle less than 24 hours and driving less than 300 miles, it is now inoperable. There was nothing on the ****** that would have indicated this would have been an issue, and supposedly their internal inspection checks for this. This leads me to believe 3 possible scenarios: 1. No one actually inspected it. 2. Someone did but they are terrible at their job and missed it or 3. They knew it was an issue, covered it up and sold it anyway. The documents I signed at closing stated everything was inspected and in good working order - clearly that was not true. Additionally, their inspection states they fix any visible dents - also false. Ours had two that we clearly pointed out to the salesman. He did nothing but shrug his shoulders. We moved forward with the purchase because we researched many vehicles prior to purchase and knew this one to be reliable in the long run. Small dents were not going to bother us. We just found it to be bad business practice to advertise that they would be fixed and then do nothing but shrug your shoulders when confronted that they were in fact not fixed at all. Overall very upset about the transmission issue. Complete failure less than 24 hours after purchase should never happen if it was truly inspected prior to sale.

  

  Business Response

  Date: 04/15/2025

  Echopark has attempted to contact the guest via telephone to obtain more information about service-related issues. 

  Customer Answer

  Date: 04/16/2025

  
  Attempted to call business back twice and got sent to voicemail both times. 
  

  
  

  

  Business Response

  Date: 04/18/2025

  Guest is taking vehicle to a ****** Dealer for a diagnostic first.

  Customer Answer

  Date: 04/18/2025

   
  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

  Date:04/14/2025

  Type:Order 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.

  I purchased this car from their Cicero ************** location I reviewed the Carfax that was provided and it was clean. I paid 1700 for delivery from ****** for the truck to the dealership. Now I found out that it was involved in a accident and not reported to ******. It only showed up on a Auto check. Now the truck has lower resale value and this was never disclosed to me from the dealer as it was advertised with no accidents and one owner.

  

  Business Response

  Date: 04/22/2025

  At the time of the sale, the guest signed an ********* showing no accidents. This clearly shows that EchoPark had no knowledge of the accident at the time of sale. No further action will be taken from EchoPark.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Echo Park sold me a car that did not have a record of oil changes for over 20 thousand miles and did not make it known. The engine blew up with only 40k total miles. They also sold the car as not having smoke damage but temporarily fixed it so that it came back after the sale. The engine was replaced and cost me $8000.

  

  Business Response

  Date: 04/17/2025

  According to the ****** report that the guest reviewed and signed at the time of purchase from EchoPark on 04/05/2022, the vehicle had 20 months or ****** miles of estimated remaining original factory warranty from *******. This signed ****** report also contains specific details of the vehicles previous service history. The guest declined the option to purchase additional vehicle service protection at the time of purchase and was unfortunately out of warranty when the issues occurred. 

  Customer Answer

  Date: 04/17/2025

   
  I am rejecting this response because:
  
  1. The vehicle was taken to ******* which would have been under warranty because I bought it around 20k miles except that there were no recorded oil changes before I bought the car. This made ******* reject the warranty. There was absolutely no notice or explanation or warning about this whatsoever. From my perspective it seems only fair to pay for the faulty engine, no more no less. I am not seeking to gauge and am willing to negotiate but this is unacceptable.

  2. Your sales representative clearly sold this to me as a clean car with no issues. The fact (and I have several witnesses) that there was smoke damage to the vehicle that was hidden at the time of sale without notice is unethical and should be made right. 
  

  You are a big company and we dont have the money. We hope that you can see this and rectify this situation. 

  
  

  

  Business Response

  Date: 05/01/2025

  Left voicemail with Mr. ***** in attempt to find resolution.

  Customer Answer

  Date: 05/01/2025

   
  Better Business Bureau:
  
  I accept EchoParks response after we talked on the phone.
  
  Thank you. 
  

• Initial Complaint

  Date:04/06/2025

  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.

  I bought a car from ********* in ************ ** on March 20th a ******* Tucson 2024. Tuesday morning March 25th I was traveling to work and it started raining. The rain caused me to to use windshield wipers. I was shocked to see that the driver side windshield wiper was not working properly. The bottom part of the blade was flopping and not clearing the water from my windshield making it difficult to drive. The windshield wiper eventually blew off my car.I finally made it to work very shaken from my experience. That day I contacted ********* to let them know what happened. I could not believe that a car business would sell a car with faulty windshield wiper blades making the car unsafe to drive. Friday March 28th while at work at 5:12p I received a voicemail from ****** that worked for *********. Her voicemail said that she would call me back on Monday, which never happened. I called Echo Park and asked to speak with ****** and was told that at that time she was unreachable. I replaced the windshield wiper blades and request a refund for my time and cost.

  

  Business Response

  Date: 04/10/2025

  The guest has been taken care of and reimbursement was sent via ***** 4/8/2025.

• Initial Complaint

  Date:04/03/2025

  Type:Sales and Advertising 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.

  On March 18, 2025, I purchased a vehicle from ********* Automotive Dallas; I was promised an issue on this vehicle would be fixed and one of their technicians would reach out to me to schedule an appointment to bring it in. It is April 3 and not a single person has reached out to me about it I recently found out that the issue was filed on March 31, 2025. I also received a letter from the mail stating that the bank through ********* had denied the loan because the vehicle had exited its mileage amount they were willing to accept. I have been trying to contact management for a few days now, and I keep getting promises that someone will reach out to me, but no one has called me. I do not know what to do because the car is still in my possession.

  

  Business Response

  Date: 04/04/2025

  The guest has been scheduled for an appointment and her questions were answered regarding the adverse action letters she has been receiving.

• Initial Complaint

  Date:03/28/2025

  Type:Sales and Advertising 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.

  I traded in a vehicle for one of their vehicles,my paperwork was switched from trade in to no trade in.They took possession of my trade and switched the paperwork to no trade upon signing.The vehicle was left in their possession,all possession were removed from trade in and into their vehicle.The sales person can vouch for this being a trade in basis..Upon signing the paperwork, they switched it to trade N/A.We were not aware of the change of N,/A we had been there for hours so they knew they had taken out the tradein part of the deal pretty sly.The salesman is willing to vouch for us stating that this was a Tradein.

  

  Business Response

  Date: 04/10/2025

  The dealership does not have record of a *** being traded in to EchoPark. The retail purchase agreement on his vehicle purchase from 3/13/2021 is attached showing no trade was part of the purchase.

• Initial Complaint

  Date:03/27/2025

  Type:Sales and Advertising 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.

  I purchased a 2018 ********** in December 2023. The day after I bought it I had to talk it in for an oil change. Echopark then repaired head gasket and PVC valve. A week later the ignition coils went out and they replaced them. I have replaced oil sensor, oil pan, and cleaned harness that had oil dripping into it. I have to constantly change spark plugs to prevent rough idling and put in a quart of oil every two weeks. They gave me a lemon, and went and cancelled the warranty behind my back claiming I requested it. I did not sign anything and I am out a car. I just got my degree and Im going to college out of town soon. This is wrong. I cant even get a response.

  

  Business Response

  Date: 03/28/2025

  ******** has been reinstated by Echo Park. Vehicle is currently at *** being fixed. 

  Customer Answer

  Date: 03/31/2025

   
  I am rejecting this response because:

  Discovered vehicles wiring harness has been modified and I was not made aware when purchasing vehicle. I have to change my spark plugs every month and add a quart of oil every two weeks. I do not feel safe driving this vehicle to and from work/school. My car sat on their lot for almost a month and voided out the dealer warranty while they
  "fixed it." Issues still persisted after, ignition coils went out and car was losing a tremendous amount of oil. EchoPark had  fraudulently cancelled tried to cancel my warranty they gave me, which I confirmed by calling Fidelity warranty and they told me that EchoPark requested the cancellation and got the full refund in March 2024. Another EchoPark gave me information to confirm that my account should be active until Feb 2027 and the status was cancelled when I finally got access to it. That is the only reason they gave me back my warranty after trying to claim they did not cancel. I have been run in circles. My car is a lemon and this is WRONG. My car was MODIFIED and I was NOT DISCLOSED. IT SHOULD NOT HAVE EVEN BEEN ON THE SELL LOT. They are either having technicians look at these cars, see that they're messed up, and certifying it anyways or not looking at all and just certifying them. Is this their companies standards to sell these cars?

  
  

  

  Business Response

  Date: 04/02/2025

  Guest has been assisted by Head of Sales of ********. ******** has been reinstated by Echo Park. Vehicle is currently at *** being fixed.

• Initial Complaint

  Date:03/27/2025

  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.

  11/25/24 - ongoing presently $28,000 Sold me a defective vehicle/improper repair/promised replacement of tires-then refused. + many many more discrepancies and lies. Business is continuing to give me the run-around, not answering the phone, lying about repairs. Theyve lied to me from the start. Ive had to pay for things they should have done properly from the start. Are failing to keep promises, passing the ***** Im having to miss work. Make tons of calls to tons of different people. I wish I never stepped foot in that place and never met those people. I NEED to get out of this. I was tricked and am continuing to be treated like a fool and unimportant. Like I said, they lied to me from the start. - **Substantial Defect**: Rear differential (3+ failures), PTU (initial fail), new rattlingimpair use/value. Whining, shifting, smell compound it.- **Repair Attempts**: - Rear differential: 3 documented fixes (Dec 26, Feb 27, Mar 20-24latter incomplete). Lied about replacement - PTU: 1 fix (Dec 19). - Total visits: 5+ (EchoPark, *** *******, *********, *****).- **Downtime**: 60+ days in rental (Nov 27-Mar 24, swapping every 5 days) > 30-day rule (O.C.G.A. 10-1-782).- **Warranty**: Powertrain (5/60,000) covers all this38,859 miles is safely under. Extended warranty adds leverage.- **Timing**: Original delivery ~2021; issues post-purchase (****** miles) under warranty count, even past 1-year/12,000-mile presumption.Forced me to buy tires. Wont return phone calls Wasting my time Treated me like I was insignificant from the very start when they lied to me about a fake catalytic converter recall-after wasting half my workday, 3hours of my time& come to find out, they based that diagnosis off of smell I believe they knew the vehicle had PTU failure and rear differential failure. They knew its stunk of harmful fumes in cab, after being driven for about 20 minutes. But they saw a blonde female and figured Id be gullible and wouldnt pursue this

  

  Business Response

  Date: 03/28/2025

  Dear *** *****, 

  Thank you for taking the time to share your experience. We want to begin by sincerely apologizing for the frustration and hardship you've experienced. We understand how incredibly disappointing and frustrating this situation has been, and your concerns are not being taken lightly.
  
  Please know that we have been and continue to work with you to address the issues you've raised. Our team is actively reviewing your concerns and coordinating efforts to ensure that all appropriate steps are taken to reach a resolution.
  
  If you have any additional questions or need further assistance, please dont hesitate to reach out directly. We remain committed to supporting you through this process.
  

  Very Sincerely, 

  EchoPark Automotive Duluth