ComplaintsforEchoPark Automotive

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle, 2018 Chevrolet Equinox, on August 27,2021 from Echo Automotive in New Braunfes **. The salesman told me my tags would be sent to me in "about a month". In October I called the dealer twice and left messages with no return phone call. On November 5th, I went back to the dealer because my temporary tags were expired and they issued another one but no one in the dealer could explain where the paperwork was for me to get tags. Today, I called the ****** County *** where I live and explained the issue. They called the Echo dealership in *********** and the office said my paperwork was there but had not been sent. They were unsure when the paperwork would be sent so that I could get my tags. The *** stated at this point, I may be required to pay late penalties. Not only do I not have tags, but the unprofessionalism of this dealership in solving this problem is unacceptable.

  

  Business response

  11/17/2021

  We apologize for the delay in being able to process the title work for Ms. ************ We processed the paperwork for her vehicle today, November 17, 2021, and her license plates should be ready within a day or two.  We contacted the guest to let her know the status, and assured her that she is not responsible for any penalties or late fees.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle in June 2021 from Echo Park. The vehicle is a 2018 ***** Equinox. When I purchased the vehicle there was a warning light saying my side detection system wasn't working. I mentioned it to the sales lady who said she'd have the service department contact me to fix it. I received no call from service or the sales lady I was working with. 25 days after I bought the vehicle I contacted a different Echo Park facility and scheduled an appointment for them to look at the sensor. I was advised the sensor was bad and they would need to order a new one. This was in July 2021. I have called, left many many messages, spoke to a couple employees who stated they'd look into it and give me a call back. I NEVER received a call back from anyone I spoke with, nor anyone else. After 4 months of calling I went into Echo Park physically and was told the part had been ordered but it was sent back because nobody at their facility followed up to schedule an appointment for service with me. I was advised they've had many people leave and new employees come in so they've had a high turnaround and a lot has been dropped, which is fine, but NOBODY communicated with me. I was advised the part would need to be reordered and "because of Covid" this would take roughly 3-4 weeks and I'd get a call to get the part installed. This has been 5 months of NOTHING from Echo Park. I am paying for a vehicle that I cannot use the features I pay for because Echo Park cannot follow up, nor do they seem to care that they've dropped the ball for the last 5 months.

  

  Business response

  11/17/2021

  We are reaching out to guest to update them on ETA on parts and will provide loaner vehicle while its being fixed. 

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 2020 $25,000 EP sold us a 2017 ******* *****Fe with no known problems, issues or concerns. Within a few months we started having engine problems and when we called Echo Park, they never responded. Then we learned of the recall and class action lawsuit against ******* for this model regarding engine failure and possible engine fires. Recall and lawsuit was prior to our purchase. After numerous attempts to have someone at Echo Park call us back, I finally received a voice message this was over *************************************************** the issues. Another dealership repair **** did an update to a sensor and a few months after that on my commute to work on 287 the motor froze up and I almost wrecked trying to get safely pulled over. Again I contacted Echo Park with no response. Another dealership did the replacement of the Knock Sensor which was faulty and I struggled with dealing with ******* to pay for the repairs under the lawsuit terms. I missed work, we had to rent a car. Again, not response from Echo Park. We had more mechanical issues with the ***** Fe and finally last Sunday, the car died while again driving it and my husband was able to get it pulled over and now it appears the motor has completely gone out. Towed it to another dealership, had to rent another car and the dealership is saying it will be 1.5 months before they can even look at it but believes it's the motor failure. I have been again dealing with ******* on my own. Called Echo Park again since we need help with this car, we need a rental as it appears this time it will be months before this will be fixed. Echo Park called back last night with a belligerent, rude, unprofessional, hostile and argumentative "administrator" saying THEY WERE NOT AT ALL RESPONSIBLE TO HELP ** IN ANYWAY and "take it up with *******." "You signed the papers" which, yes, we did but we didn't have all the facts about the car and never would have bought it had we had known about the open recall and lawsuit.

  

  Business response

  11/10/2021

  Hello,

   This vehicle was purchased 17 months ago and at time of sale had no open recalls. see attachment with time stamp. we left a message for them offering to trade them out of the vehicle.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 ****** Rogue from Echo Park ******** in June of this year. All cars are used, but the dealership represents that they have been thoroughly inspected and are free of defects. I began having several issues with the car, thus I took it to ********************* to have it checked out, as the dealership was closer to me. They informed me that my brake pads and rotors were severely rusted and that they would need to be replaced to the tune of approximately $700.00 for both front and back. I called and spoke to an insolent young man, ***** the sales manager, who said that they would not replace these parts. Echo Park clearly misrepresents the condition(s) of their automobiles. I told him that I would file a complaint, beginning with the BBB and he hung up on me. This is not what I call CUSTOMER SERVICE!

  

  Business response

  11/10/2021

  Contacting guest to offer reimbursement for $700 for brakes. 

  Customer response

  12/13/2021

   
  Complaint: 16090089
  
  I am rejecting this response because:

  The company, Echo Park has not contacted me as of this date. 

  
  
  Sincerely,
  
  *******************************

  

  Business response

  12/14/2021

  Spoke to guest over the phone on 12/14/21. We will reimburse the balance that was paid to replace front rotors. We also promised to inspect and/or replace rear rotors at Echopark ******** location.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In October, I contacted Echopark about trading in my vehicle and purchasing one they had available. I went to the dealership and when my trade-in vehicle was being "appraised", the person took photographs where they switched the digital read out on the dash to kilometers, in place of the MPH that it had been in. They provided those photographs to staff and I was given the story (without knowledge of the pictures until afterwards) that my car was ******** and never bonded when I purchased it, so it was not legal for them, nor any other automotive dealer to purchase it. I then was told I could secure an additional auto loan, for the vehicle I was there to get. I had to put $1,000 down- could not transfer my registration/plates, nor take my trade in off my insurance because there was still a lien against it. After the paperwork was printed, I saw that they had put my mother as the main purchaser, not me. Then, multiple add-on products were added in the paperwork, when I was signing was told by the salesman it was just "purchase information". I began looking into the claims of my car being illegal to sell, and found that was not the case at all. My car is, and was- perfectly legal to trade in. I requested to have add-ons removed, and was told "the paperwork is already done". I have spent hours and additional money that did not need to be spent in transactions and conversations with the **** the dealership I initially purchased my vehicle from, their bonding company, customs, insurance, my loan holder and other parties. The dealership staff I spoke with refused to return calls. Finally, someone contacted me back- and I was told they would give me far below KBB for the vehicle, roll almost the entire lien over, redo the paperwork, shorten the loan, bring the payment up a ridiculous amount...and that was how they would "make it right". The deception I experienced directly goes against Ethics,Used Car Laws and Regulations, and also the Surety Bond that a dealership holds.

  

  Business response

  11/10/2021

  On October 16, 2021 *********************** visited our dealership to purchase a 2018 Jeep Compass.  *************** had a trade in that was a ******** vehicle and the odometer was in kilometers.  It is our company policy that we do not take in  ******** vehicles, salvage or grey market vehicles as trade in.  We informed *************** on her trade situation, in which she agreed to move forward with out trading her vehicle.  *************** decided to add her mother as a co-borrower on her auto loan to help with her Interest rate and financial budget .   Her mother was primary on the auto loan and *************** was secondary, and both parties were informed of this and agreed to continue to move forward with the transaction.  *************** was also informed on the lifestyle products we offer in which she agreed to include as part of her financial contract.  **************** decided to put $1000 down to help lower her monthly payment.  All parties agreed and signed all necessary documents to finalize the transaction.

  Customer response

  11/11/2021

   
  Complaint: 16087863
  
  I am rejecting this response because: The digital dash readout was changed from MPH to KM and photos were taken. I was not made aware of those photos until afterwards. The dash is not in kilometers, it was altered for their photographs and then switched back. I provided photographs and showed the difference. I was also not told they "didn't accept ******** cars", I was told mine was "never bonded, and illegal for them, or any dealership to purchase"- multiple times, by two different people, and that story was also repeated in front of my mother. That was not true. My vehicle was/is legal, is bonded and the *** and multiple other businesses and conversations held with persons have proved that. Once I disproved the notion of my car being "illegal", the story provided by the dealership (EchoPark) has shifted. The information they are saying I was presented, was NOT what I was given at that time. *** has confirmed, the car has a legal (and has had) title, there is nothing barring sale/trade or legal status of that vehicle. The scenario I was given did not leave me feeling I had a choice, and was also prompted multiple times (also heard by other parties) "we can't tell you this 'legally', but since you're stuck with that car- your best option is just to let the bank take it".

  Honesty would have been the best policy, along with adherence to the Principles of Ethics. If I would have been told directly "look, we just don't want this trade"- this entire situation could have (and would have) been avoided. Instead, I was NOT left feeling I had alternatives, I was left instead having to waste time and money tracking down answers to a "made up" story I was given, not to mention the stress that accompanied (and still is) the situation. 
  
  Sincerely,
  
  ***********************

  

  Business response

  11/18/2021

  On October 16, 2021 EchoPark informed *********************** that we could not accept her trade in per our companies policy. We do not take in ******** vehicles, salvage or grey market vehicles as trade in. This information was provided to EchoPark via the CarFax. *********************** was given this information and chose to proceed with the transaction and not trade in her vehicle. *********************** put another $1000 down to lower her monthly payment. Her and her mother, who were both on the loan, signed all proper documentation. This documentation provides line by line itemization of all products and fees included in the transaction.

  Customer response

  11/19/2021

   
  Complaint: 16087863
  
  I am rejecting this response because:As stated in the numerous interactions with EchoPark, and also the last "reply" they sent through this complaint. The information they are now providing is absolutely false. I was informed that my car was never bonded, was illegal and neither they- nor any other dealership could legally purchase it. I was told " we legally can't tell you this, but..." your best bet is to just let the bank come take it, since you can't do anything with it. I was never informed ANY of the information they have provided in this message. The dash is not in KM (as they also tried saying- and took photos where they switched the digital readout on the dash). After being told that EchoPark had provided false information- I attempted to reach them. I left several messages with customer service. I emailed, I sent texts and I asked for documentation explaining exactly WHY they could not/would not take my vehicle. They would not return calls, messages or provide the documentation I asked for. Once EchoPark realized I was aware they had been deceitful, their story changed. Instead, they have made up a scenario to fit their needs- and as I have repeated time and time again- have cost me (and are costing me) undue financial hardship as well as immense stress. I was also told these things while my mother was present. She can verify. They're a company that proclaims" honesty and transparency" in their advertising.. I have found- the hard way, that this is absolutely not true in the least. It has been lies, hiding things, story changes, fraud, false documentation, and zero adherence to the regulations, laws and ethics outlined for businesses, and consumer sales. 
  Sincerely,
  
  ***********************

  

  Business response

  11/22/2021

  We have no other resolution for this guest.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We had a great experience when we purchased our new vehicle but things went VERY bad VERY quickly!!! We bought a Jeep Compass that ended up getting a flat tire. Before we left the lot we checked for a spare, repair kit, ****, lug nut key, etc, there was NOTHING! But we were told by the sales rep that they would put in the request to provide us with those things (which never happened) So when we ended up with the flat there was NO way of getting the tire fixed! We took it to multiple shops who could not even remove the tires & did not have the proper key...including the Jeep dealership. We were also told that this vehicle should have never been sold from a dealership lot since the tire were bad & not safe & had previous faulty repair work done on them & would have never passed a legal inspection! It took days of missing work to get this taken care of & not much assistance from this company. On the phone ALL day every day for 3 days trying to get a manager or someone from ***** services

  

  Business response

  11/01/2021

  ***** - please can you confirm the EchoPark location you did business with so we can handle your issue promptly. Thank you.

  Customer response

  11/04/2021

   
  Complaint: 15921544
  
  I am rejecting this response because:

  EchoPark Automotive ****************

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

  
  Sincerely,
  
  *****************************

  

  Business response

  11/10/2021

  this one has been handled. EchoPark paid to tow vehicle to a shop that could remove locking lug nuts and replace them with non locking lug nuts. It was handled within 2 days of initial issue. 

*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. ↩