ComplaintsforEchoPark Automotive

• 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. 
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a vehicle on 6/24/24 from EchoPark Automotive *********. We paid them for taxes and registration of the vehicle for ****, where we live. EchoPark said they would have the vehicle plates and registration sent to us within a few weeks and gave a temporary drive away permit from NV that expired on 7/24/24. We still do not have our plates and registration and now cannot legally drive the vehicle until we get them. When we purchased the vehicle we requested three times to register the vehicle ourselves and even offered to drive back to **** without the vehicle, pay the registration and taxes, then bring the registration back to ********* to the dealership so we would have it all registered before driving it off the lot. EchoPark refused to let us register it ourselves. We need this car registered immediately so my wife can drive it to work. It is her only means of transportation to work which is a 15 mile drive.

  

  Business response

  08/09/2024

  We do apologize that the registration process with Utah has not completed more quickly.  Our team is actively working with your State to finalize this as soon as possible.

  Customer response

  08/12/2024

   
  I am rejecting this response because: I contacted the Utah DMV 8/12/24 and they said they have no registration information started for our vehicles VIN number. It is not in their system as being processed or even begun. We are now paying for an Uber driver every day to take my wife to and from work because it is illegal for us to drive the car we purchased from *********, and we have no other options for getting her there. Extremely frustrating that a title was not in hand at the dealership at the time we purchased the car.
  
  

  

  Business response

  08/14/2024

  We do apologize that the registration process with Utah has not completed more quickly.  Our team is actively working with your State to finalize this as soon as possible.

  Customer response

  08/18/2024

   
  I am rejecting this response because: The response that they are working with my state to get us a registration is a false statement and a delay tactic for not having a title in hand. I contacted the ******** again on Friday August 16th and again they have stated that they have no registration started for our vehicle's VIN. They have absolutely NOTHING to begin the registration for our vehicle. ******** suggested that we file a claim against the dealership's bond and also submit a complaint with the Nevada Consumer Affairs. Utah law makes it very clear that if a dealer sells a car and does not issue a temporary permit, then the dealership by Utah law must deliver a title within 48 hours of the date of purchase, (See Utah Law  *********************************************************). Nevada law states that a vehicle must be registered within 30 days. Since both Utah and Nevada registration law requirements have not been met, we have no other choice but to escalate this to the Nevada Consumer Affairs, file a claim against the dealer's bond, and possibly take legal action against the dealership. Our current daily costs incurred for transporting my wife to and from work via other transport services is now $45 a day. To date we have spent $900 in transportation costs to get her to work and back each day since we stopped driving the car on July 24th when the Nevada Permit to move the vehicle expired. We would be happy to forward these costs to ********* for reimbursement if they feel we should continue to be patient and wait for them to get a legal permit to drive this vehicle.

  

  Business response

  09/06/2024

  our teammates are reaching out directly to these individuals.

  Customer response

  09/11/2024

   
  I am rejecting this response because: Again, EchoPark responds that they will reach out to us to resolve this and then doesn't do anything. It is simply a way to delay taking the correct action by getting us our registration. We have contacted law enforcement who told us the title is still registered in **********. We have submitted a complaint to the ********** enforcement division. We have also begun the process of filing fraud charges against EchoPark as we have been told that it is illegal for a dealership to sell a car without a title in ******. This back and forth with the BBB provides a way for EchoPark to drag this out indefinitely. 79 days without a title and registration is beyond acceptable.
  
  

  

  Business response

  09/24/2024

  We do apologize that the registration process with Utah has not completed more quickly.  Our team is actively working with your State to finalize this as soon as possible.

  Customer response

  09/24/2024

   
  I am rejecting this response because: Same reply from EchoPark and now as of today 90 days without a registration. I called Utah DMV TODAY and they said there is no active registration process for our car, and no record of our VIN in their system. How long can EchoPark drag this lie out without any consequences?
  
  

  

  Business response

  10/01/2024

  This paperwork is confirmed to have been delivered to ********.

  Customer response

  10/02/2024

   
  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

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The dealer sold us a Permaplate Appearance Protection plan when we bought the car (6/14/2024), assuring us that all interior rips, tears, spills, and more would be covered under this warranty.Unfortunately, there was a rip on the driver's side carpet, and when I filed a claim, the company rejected it. I need your assistance cancellation of my appearance protection policy, and I will require a refund for the appearance protection plan. I am confident that I was misled, and it shows that Permaplate/****** will not honor any claims which I was assured during the time I bought the vehicle will be covered.

  

  Business response

  08/12/2024

  Dear BBB of Southern Piedmont and Western N.C.,
  
  Thank you for your follow-up regarding the complaint submitted by ************************* on 8/1/2024, with the assigned ID of ********. We apologize for the delay in our response and appreciate your patience as we work to address this matter.
  
  We take all customer concerns very seriously and are committed to resolving this issue promptly. We have reviewed the complaint and reached out to the customer directly to address their concerns. Our goal is to ensure a satisfactory resolution and to restore the customers confidence in our services.
  
  Please note that the Appearance Protection is non-refundable unless the vehicle is returned during the 7-day return period. We have attached a copy of the signed contract showing that this product is non-refundable. You may find that information on the last page in the last paragraph of the contact. However, as a gesture of goodwill, we will issue this guest a courtesy refund of $699. ****************** should receive the refund check by August 31, 2024.
  
  Thank you for allowing EchoPark the opportunity to address this complaint. We hope ****************** is willing to accept the provided refund with our sincerest apologies. 
  
  Sincerely,
  
  ***********************************
  EchoPark Automotive
  Guest Loyalty Specialist
  t. **************
  c. **************
  

  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

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership sold me a vehicle and exactly 12 weeks later the car turned off on me. Took it to the shop and learned that they sold me a vehicle with a rebuilt engine without disclosing it to me! The rod bearings need to be replaced and have already previously been replaced. This type of repair could cost upwards of $5,000. They are refusing to fix it, offer any solutions, or any kind of support in the predicament at all even after admitting that it was THEIR MISTAKE and that they dont know how they could have missed it. The manager ***** stated that the car had been in a car accident prior to being sold to me which called for the engine to be rebuilt. However, the car fax that was presented to me upon purchase only showed that the car had been in a MINOR accident and needed exterior cosmetic repairs ONLY! The air compressor is also broken in the car (was sold to me already broken) which I only found out about when the temperature was 80 degrees and I tried to turn on the a/c and it started to blow out hot air. Before then, i had no reason to use the a/c because I bought the car in spring and it was not hot enough outside to need a/c. They advertise a 190-point inspection in which an inspection of the a/c is supposed to be included. It is also advertised on their website if you need to check that for reference.What this company has done is auto fraud. They have left me with a broken car and a newly opened auto loan. I am debating perusing legal actions about this matter but I would like to give the company a chance to resolve the matter outside of court first.

  

  Business response

  08/01/2024

  Here at EchoPark we perform a 190-point inspection on all vehicles before they are offered for sale. Upon selling a vehicle, we have our guests review and sign the vehicle's Carfax report. We also have a 7 day return policy offering guest's a chance to make sure they love the vehicle and if they want a preferred technician to take a look they are given that opportunity as well. All vehicles come with a 30 day or 1000 miles powertrain warranty, but we also offer extended warranties which were declined at the time of this sale. 

  Customer response

  08/02/2024

   
  I am rejecting this response because: it does not offer a solution or justification as to how this company sold a vehicle without disclosing that the engine was rebuilt and not in great condition along with a damage air compressor. I would like to know what the company could do to reconcile this situation. The lack of empathy and understanding is absolutely horrendous.
  

  

  Business response

  08/15/2024

  The Carfax hadn't listed a previous engine replacement. A technician isn't always able to tell if an engine is new or rebuilt in general. Our technicians do a 190-point inspection and test drive the vehicles for any mechanical issues. This vehicle passed inspection. We do have empathy for your situation and this is why we recommend the service contracts we offer so the vehicle is covered by warranty longer especially on a vehicle with almost ******* miles.

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the vehicle on 6/11/2024. On 6/21/24, it started to leak oil. I called, and they scheduled me an appointment for 6/27/2024. The mechanic stated it was due to a dirty oil filter and that they went ahead and cleaned it. Once I was driving home, the engine light turned on. I turned back around to the dealer ship, and they said they forgot to reset the light since they moved the oil filter around. They reset the light, and now its july 21. The engine light is on again. I called to see if anything can be done, and they said aince it has been more than 30 days. The dealership can not do anything about it anymore. Instead of just resetting the light, they should have re checked it to make sure there wasn't another issue, but they were careless and dismissive about it. When we purchase a vehicle, we trust their mechanics to do a thorough job checking the vehicle. A vehicle that has been in my possession for less than 2 months should not be causing me major issues.

  

  Business response

  08/07/2024

  Echopark experienced a software outage during the time the guest came in for said issue. The oil light was reset because an oil change had been performed during inspection before the vehicle was purchased. The check engine light is a new issue outside of our 30 day warranty, however, the guest does have extended warranty and was advised to take to a Ram dealer or a mechanic shop for a diagnostic.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2022 Dodge Ram 1500 Quad Cab from Echopark North location on May 8th, 2024. There was obvious curb rash as well as some paint chips throughout the vehicle that they stated would be repaired to the best of their ability at a later date. I brought my truck in for repair of the wheels and paint on 5/20/24. The wheels were unable to be repaired and yet they didnt reach out for several days to update us. After reluctant discussion they mailed a check for $250 since it was in the contract this would be fixed. Around the end of June, I still had not received my license plates or registration sticker. I reached out multiple times asking for an update and was told several times that I would receive a call back, which never happened. Beginning of June, I noticed when I turned my wheel to the right, it almost seemed to yank back and make a loud noise. My factory warranty was still valid and I scheduled an appointment for 6/26/24 that was cancelled. I also made one for 7/8/24 that was cancelled, and was able to get it in on 7/17/24. The rod stud was bent and damaged the knuckle it attaches to. There was damaged to the inner tie rod. This was existing damage, so I called Echopark to discuss this issue. The person I spoke to was in service and told me verbatim it has been 3 months Im not sure what you want me to do and Well we dont take the vehicle apart to inspect it, how would we know? Looking back on the Carfax, it shows that on 3/11/24 steering gear and 2 tires were replaced at ***** of ******************* which was never done and only estimates were given. I have been trying to get this issue resolved for 2 of the 3 months and that is insanely unprofessional. The damages total about $1,656.31, and I am requesting Echopark to assist in the payment of repairs since it cannot be covered under warranty and was not disclosed when we purchased the truck. I am able to go into much more detail if needed, there is a constraint on characters. I also have documents.

  

  Business response

  08/12/2024

  We have worked with guest and resolved issue. 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Buyers in ********* beware. Bought a car there 5/8/2024 and they still haven't paid the sales tax they charged us and haven't filed the title paperwork yet as of 7/24/2024. The dealership made no contact with us for 2 months and we never received the plate for the car. I had provided a copy of my ** drivers license to them via a screenshot when my son said they needed it. Then we saw what they had charged the loan. The car was for $24999 but the loan was for $35000. Of that $500 was for the sales tax. Without our knowledge they had added $695 for dent repair,$695 for exterior appearance, and a $4995 warranty we did not ask for. They have still not filed the title paperwork and the email address they gave me keeps bouncing back. This is a very shady business and I will be filing complaints with the ** and ** State Attorney General, ** DOT, and ** DMV as they have yet to pay the ** sales tax or attain the required license plate, even thought they charged us the $500 ** Sales Tax fee.

  

  Business response

  08/09/2024

  ******************************* provided us with her ** driver's license for titling purposes and has agreed to go to the ** DMV to pay her property tax and complete her registration in person. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/22/23 I purchased a vehicle at the Echopark located at **************************************. On 5/10/24 I returned to the location to sell the vehicle which had about ****** miles on it. I received an offer along with a quote to cancel the warranty. I did not agree with the purchase mileage on the warranty quote for cancellation of ****** as this implied I had put over ****** miles in the vehicle in the last year. I had not driven the vehicle much and told them there was an error somewhere I was going to look into it. I found the sales agreement and notice the purchase mileage matched the warranty quote for cancellation so I knew there had to be an error. I remembered when I purchased the vehicle it had like ****** miles. I also knew that a CARFAX history report could provide odometer readings so I purchased one for the vehicle. The report showed the mileage on the vehicle was ****** on 3/30/23 right before I bought it.I returned to the store the next week around 5/14/24 and provided this information. After they pulled their own information they agreed and error was made and said sometimes the photo is taken in the Trip setting. I was told the refund amount would be around $2,600 instead of the $689 they had quoted. I was told the warranty was cancelled and it would take a few weeks to receive. I was not given an paperwork.More than a month and a half had passed and I had not seen the refund so I returned to the store around 6/27/24. I was told there had been a system crash and this could have delayed the refund. I asked for documentation and I was told they could not provide any. It is now 7/22/24 and neither myself or the bank has received the refund.

  

  Business response

  08/07/2024

  Echopark will perform an internal investigation with the cancellation team to check the updated refund status. Once information is received, we will reach out to the guest on the next steps.
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a 2021 Jeep Cherokee from the **********, CO ********* location on 7/8/24. The company used a deceptive, hidden fee tactic to price this vehicle on Car Gurus for $24,289 (evidence attached), which showed it as more advantageous to other vehicles by hiding a $699 "appearance protection" plan that their associates tell you is mandatory. This is FALSE information because in looking back at the acceptance form (attached) and it states as follows: "You should be aware the products above are optional and contain additional benefits, limitations, and exclusions from coverage." I talked to not only the store manager of the Centennial, CO ********* location, but also filed a complaint with its customer service, and both of them insisted that purchasing the plan was mandatory.I was completely blindsided by this charge because I had bought a vehicle from them two years prior and all of these plans were optional. This was also a huge inconvenience because I had taken a half-day off of work to drive over an hour to go look at this vehicle and had spent several hours up there test-driving and getting the vehicle checked out before I was doing the final paperwork and this hidden fee was sprung upon me. I was also crunched for time to get a vehicle as my insurance claim reimbursements had been cut-off and I had Army commitments that would've prevented me from purchasing a vehicle the rest of the week.There should be no question that I be refunded this $699 for a plan that I didn't want and was fraudulently forced upon me to complete the purchase of this vehicle. Furthermore, another thing that angered me about this transaction was that most of their locations will put the CARFAX on the Car Gurus listing and for some reason they didn't do that for this vehicle listing. I had to purchase a CARFAX report for this vehicle as well for $44.99 because I was told that they didn't provide one for this vehicle, then I get to the dealership and they give me a copy there.

  

  Business response

  08/07/2024

  Echopark discloses the appearance protection package on our website, Echopark.com, as seen in the attachment. Third-party websites such as "cargus" are not owned or operated by Echopark or its affiliates. 

  Customer response

  08/07/2024

   
  I am rejecting this response because:
  

  The Company didn't even address the whole other half of my complaint.

  I uploaded the Echo Park coverages form, where it explicitly says at the bottom "You should be aware the products above are optional and contain additional benefits, limitations, and exclusions from coverage" so their sales department and customer service lie to you when they insist that this coverage plan is required for purchase. It explicitly states "optional"!

  Furthermore, you will see from the image I uploaded in this response that Echo Park received a BBB complaint about this same exact plan on 7/9/24 and responded that they would refund this $699 on 7/10/24 - both occurring after my vehicle purchase. Why in the world would they refund one customer and not the other? This makes zero sense. What about this customer warrants a refund, but doesn't warrant one for me with the same exact issue? This is ridiculous!

  Lastly, for the half of the complaint that they actually did address, I think it's completely unsatisfactory for a Company to take no responsibility for what they post on third-party websites. The Company manages those listings, whether directly or indirectly, and can't just wash their hands of the prices listed on the other website because "it's a third-party".

  
  

  

  Business response

  08/13/2024

  Echopark will reimburse the cost of the Carfax report the guest paid for.

  Customer response

  08/23/2024

   
  I am rejecting this response because:
  

  "The customer rejects the business reply as it is not in good faith and is discriminatory. My screenshot shows a customer who had the exact same complaint as me and was granted a refund the same week that I purchased my vehicle. Why is this customer deemed to be better than me? The business forced myself and the other customer to buy a $699 warranty plan that they disguised as "mandatory" to complete the purchase when it was in fact "optional" as evidenced by the contract. I had taken a full day of leave, drove over an hour to get to *********, and spent two additional hours test driving and filling out paperwork before I was notified of this additional $699 disguised "mandatory" charge. I am working with the *********************** of General Counsel and will file a formal legal case if this refund is not granted. They confirmed my legitimate complaint that a US Servicemember should get the same treatment as other customers no matter their military status, race, religion, or age."

  Sincerely,

  --

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

  
  

  

  Business response

  08/30/2024

  Our team in ****** has reached out to the guest to resolve their issue directly.

  Customer response

  08/30/2024

   
  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 genuinely thank Echo Park for eventually taking the steps to resolve this matter.
  
  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. ↩