ComplaintsforEchoPark Automotive

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 ************************ on October 22, 2024. The buying process was hassle free minus them pushing extended warranties relentlessly, erring on unprofessional. I traded my 2019 Civic SI with $8500 in equity to this business as down payment.They have a 7 day, 250 mile "Happiness Guarantee" where you can return the car if issues arise. Hilariously enough, my car's issues started on day 8 of ownership. The rear driver brake wear indicator started screeching to let me know "low pad life." I took the vehicle into ***** on day 10, finding the brake rotors in the rear were grooved, and all 4 pads were down to 1mm of wear (They can verify this at ***** Tire and Brake *********************************************).Per EchoPark's website, they have a 190 point inspection, and if Brake pads are under 4mm wear, they're replaced. This is clearly not the case with my vehicle. I am now out $853 for 4 new pads, 2 new rear rotors after multiple attempts at contacting EchoPark. I have correspondence as well that the sales manager would be contacting "Post Sales" team and seeing if they can honor the 30 day dealer warranty (1000 miles, whichever comes first). I call the post sales team and ****** referred me back to ********* (the sales manager at ******). I have yet to hear back. Not only is this a case of false advertisement on their behalf, it is a dangerous case of negligence to their own internal protocols to myself and other drivers on the road. I am also out $853 for services they should have completed prior to having the car hit the sales floor. I would prefer not to contact a lawyer, but I refuse to be liable for their mistakes.

  

  Business response

  11/14/2024

  Mr. *********,

  Thank you for bringing this matter to our attention. We understand your concerns and are actively working with you to resolve the issue to your satisfaction. Our team has been in communication with you and is committed to addressing this promptly.

  Please feel free to reach out to us directly if theres anything we can clarify or assist you with during this process. We value your feedback and appreciate your patience as we work toward a positive resolution.

  Thank you, 

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

  Guest Loyalty Specialist

  EchoPark Automotive - Duluth 

  m. **************

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon being greeted, we were told it was going to be a ten minute wait. 40 minutes later there was still no one available to help us. Went up to the front desk and was told it was because of short staffing. I should have not been told it was only going to be ten minutes if short staffing was the issue. Honestly should have been there from the beginning. Fast forward to nearly an hour and a half of not being helped, I was met with ***** *****. He was utterly rude the entire time when we I was supposed to be helped. After frustration about the company not being able to take my form of payment rather than helping me with solutions, I was met with an argument between ***** and I where he was becoming agressive. Not only that, but the dent protections and other plans kept being pushed onto my daughter and I. We had to say no more than a handful of times. Even after saying no multiple times he still tried incentivizing us with a discount on their plans, and we had to say no once again. After waiting on our paper work we had to run some errands and wanted to let the front desk know well be back. It took the two men at the front desk a while to notice us, standing there for five minutes because they were too busy joking around with other workers. Not a great look after being told there was a short staffing issue. After buying the car all was seemingly well until I received a phone call saying my license plate was ready to be picked up. The issue? I had transferred plates so there was no need for a new plate to be picked up. I have been calling non stop to receive and answer, but no one is providing me with answers. Please take your business elsewhere to a dealership who actually cares about their customers and has sales people with amicable personalities.

  

  Business response

  11/12/2024

  Contact has been established with the guest and the issue has been resolved to her satisfaction.

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction: **/2/2024 Complaint: Unfair and deceptive trade practices. False advertising, Misrepresentation, and Deceptive pricing.Disputed Transaction: $699 PermaPlate Protection Package Desired outcome: Refund of $699 On **/2/2024, we purchased our third vehicle from EchoPark in *************, *****, with a cash transaction. Our salesperson stated that the car came with an awesome protection package that would keep the car looking great, etc. When asked if there was an extra charge for that, he stated, "It used to be an extra charge, but now it's included with all of our vehicles." Sounded great. End of discussion.After waiting a couple of hours for the purchase agreement to be executed, our salesperson returned with the paperwork and an iPad. We went through everything with our salesperson, and we signed where we needed to. We trusted Echo Park for our last two vehicle purchases and didn't think twice about trusting them again. Our salesperson NEVER said anything about an additional cost for the PermaPlate package. After recovering from a long day of car buying, I took out our paperwork to review it. It was then that I realized we had been charged $699 for the "awesome protection package that's included with all of their vehicles." Monday, I called and spoke to a young man at EchoPark and told him we wanted the $699 refunded because we NEVER would have paid extra for a plan like that. I was informed that it is not optional and cannot be refunded. Upon examination of everything, I realized that EchoPark was being deceptive: In tiny writing buried in the car listing on their website, they state, "In *****, price excludes tax, tag, title, $225 documentary fee, and $699 appearance protection."However: The Final Acceptance for the package states it is NOT required to purchase the vehicle. #** on the Retail Purchase Agreement states, "You are NOT required to purchase any other goods or services from us."I am asking for a refund.

  

  Business response

  11/08/2024

  Guest's concerns have been resolved

  Customer response

  11/12/2024

   
  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

  11/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 17th 2024 i purchased a vw taos.Sales person ********* informed me and my wife that return policy would be unlimited miles 7 days. Within 5 days i went back because vehicle was way too small for my family of 4 to exchange it with something else.They said its above the 250miles and out of return policy and i will have to exchange it then. Found out they wanted me to purchase another vehicle and cannot return this one and basically im stuck.They refused to do a flat cancel or exchange.

  

  Business response

  11/04/2024

  Mr. ****** purchased a white VW Taos (*****************) 10/12 and attempted to return/exchange the vehicle 10/17. At that time, he was made aware he was over the 250 mi limitation to return as he put an additional 866 miles on the vehicle since purchase. 250 miles is the limitation for return or exchange so Mr. ****** exceed it by 616 miles. In order to still provide a positive experience for him and his family, the manager on duty gave him options of trading or purchasing a second unit. The guest decided to purchase a second vehicle. Attached are the details of the return policy that is printed and onilne for everyone's review.

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 30, 2024, I purchased a 2016 Infinity QX80, with ******* miles on it from ********* in ****** *******. After driving the vehicle for a week, I discovered the vehicle had a bad transmission, the transmission was slipping. It was later discovered to have metal in the fluid. I had to go out of town for a family emergency. On August 13, 2024, I contacted the dealership and advised them of the issues, as I was well within the 30 Day 1000 Mile Warranty. I was advised Echo Park did not service transmissions and to take the vehicle to and Infinity Dealership & use my Extended Warranty. I took the vehicle to Infinity South & discovered the vehicle had other issues, that should have been diagnosed during the 190 Point Inspection, prior to being put out for resale. The Spark Plugs needed to replaced, Air Filter needed to be replaced & the Brake Fluid needed to be changed. The repairs cost me $1,122.90 out of pocket, I contacted Echo Park & asked to be reimbursed. I was given back, $100.00 for my deductible for a total transmission replacement. I was advised Echo Park would not cover the other expenses. I was advised they would not pay dealership ********** should've contacted them prior to authorizing the additional repairs. I was advised I would've been referred to ******** for the additional repairs, because their prices were more reasonable. In addition, I was advised the time of the purchase, the Appearance Protection Plan and the Paintless Dent Repair Package, ($1,258.00) were part of the cost of the vehicle. I was told These charges were in lieu of the dealership handling fees. I have more information about the back and forth between myself and *********. 2000 characters was not enough to completely document this incident. I believe I have given the gist of the irresponsible and unprofessionalism I experienced. I did not get the vehicle, until 10-12-2024.I am respectfully requesting to be fully reimbursed for all out of pocket expenses. I have documentation.

  

  Business response

  11/02/2024

  While it is true that Echopark completes 190 point inspection on its vehicles, that is not a guarantee that said vehicle will be issue free. With that being said, Echopark will honor its 30day/1000 miles warrantee for said vehicle. However, that does require guest gives Echopark the opportunity to confirm the issue and decide on a plan of action. Unfortunately, Echopark did not get the opportunity to confirm the issues for the above complaint. And in this cases Echopark did inform the guest that Echopark does not pay or reimburse guest for any unauthorized services. Echopark will look into refunding some or all of the Paintless Dent repair package  and will reach to guest to follow up.

   

   

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the vehicle on 8/22/24 and was made to pay $699 for permanent plate protection which supposedly is on all the vehicles they sell and was told this covers vehicle inside and out for staining. Filed a claim with permaplate for spots on black trim and was denied because they said the product was only applied to painted surfaces.Misleading information on something I was forced to buy even though I didnt want it. should never be forced to pay for add one especially if your unable to use them.

  

  Business response

  11/04/2024

  We have made contact with the guest and are resolving his issues with the vehicle.

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Kia ******** on 10/9/2024. When purchasing, I was told price included sales tax + registration fee and that echo park (*************) would register my vehicle and get my plates. I was told when purchasing and when picking up the car 2 days later. I paid in cash, and thought I was getting an unbelievable deal. Over 2 weeks later I receive an email that my paperwork for the *** was available for pickup. I conversed with ***(salesman) who apologized but stated they only have this option for financing. This is fine, but the deal was the only reason I purchased the vehicle, that day and in cash. They informed me that I still owed the sales tax over a week after their return policy had ended. *** was great but apparently a new training employee that didnt know any better.

  

  Business response

  11/12/2024

  We apologize for the miscommunication from the Sales side. We only register for guests who are financing. We would like to discuss your situation further. If you could please contact our Guest Loyalty Specialist ******** at ******************************************* We look forward to hearing from you.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from the ************ location in April 2023. No issues with the vehicle. That purchase included an extended warranty. In may, 2024- I was hit while I was stopped at a stop light, and my car was totaled. I then purchased another car from ********* because my first experience was so easy. I received my gap insurance refund check from my financing bank in July 2024. I received a letter from the company I purchased my extended warranty through- via *********- in the beginning of August 2024 stating ********* had received a refund for my Extended warranty and I should receive a check from *********, within the next ***** days. As of today- OCTOBER 24th 2024, I have not received this refund! I have called ********* at least 5 times- I have left 3 voicemails and no return call. This check is in excess of $3,000. At this point, I feel theyre collecting interest on my money and hoping I forget!!

  

  Business response

  11/12/2024

  Thank you for working with us in this matter. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My mother bought a car with 2 bald tires on October 2nd in *********, **. My daughter was driving me to LA on October 11th for a funeral of a dear friend and we had a very bad blow out on the I-15. *** told us the two front tires were bad. We drove on a donut for over an hour and a half in traffic that was going 70 which is the speed limit on the 15. I want reimbursement for the 2 tires I had to buy. I also want to car rechecked because I have absolutely no confidence in your company.

  

  Business response

  10/22/2024

  Good morning.  We are sorry to hear that you encountered a tire issue on your vehicle.  We understand that it's never convenient to face a vehicle issue and are glad to hear your family is safe. Our team will be reaching out to assist with your tire issue.  Our EchoPark 190 point inspection photos are attached showing the tires were not bald and had plenty of tread on them.  From the photos you sent, it shows the tire was driven with lower pressure overheating the sidewall and causing the rupture.  It is always recommended to pull over to inspect tire condition if the low tire pressure light illuminates while driving.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my vehicle on March 8th,2024 and in August ******************************************************************************************** March ********************************************************************************* it was nothing then they said it was my radiator which they said they fixed now that my car is not working they will not try to assist me with the repairs they stated it is because I did not purchase the warranty which they tried to charge me $3,000 for I am a single parent and the only income I only bring home $1,200 a month with no assistance and it is difficult trying to pay for the repair as well as household items and this is a major inconvenience the dealership was also extremely rude whenever I called

  

  Business response

  10/21/2024

  Spoke with Mrs. ******* about her situation. Let her know she is out of the 30-days/1k mi warranty EchoPark provides at no additional charge to our guests. She also stated she declined the vehicle service contract because of the price. I let her know we are well outside of the parameters where EchoPark has to assist however, understood her situation and want to help. I offered to get wholesale parts pricing for her to decrease the cost of the repair and offered to provide our price for labor instead of inflated dealer pricing. I also offered for her to pay for the repair on a credit card even though it would surpass our normal $500 limit. While Mrs. ******* said she could not afford to pay any repair, I committed to getting pricing for her just in case she can come up with the money.

  Customer response

  10/21/2024

   
  I am rejecting this response because: Although I understand that I am well outside my limit of the 30 day warranty I did bring this concern to them several times within that time frame and even as soon as a few days after purchasing and still nothing was done this incident has caused me loss of wages due to the lack of transportation as well as my daughter having to miss school again and even the emotional trauma of being discriminated against by an uber driver I am well aware of the 30 day warranty but if something was said prior to when I initially brought my vehicle to them for a diagnosis then all of this could have been prevented again I do not have the financial resources to deal with this situation on my own any longer 
  

*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. ↩