ComplaintsforEchoPark Automotive

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 31, 2024, I went to ****************** to explore the possibility of purchasing a used C300. I was charged a $699 fee for an appearance protection plan, which was clearly marked as optional in the contract. Despite this, the staff insisted that the plan was mandatory and could not be excluded from the purchase, claiming it was necessary for the sale. They also mentioned that a product had been applied to the car's interior and exterior, but the manager was unable to provide any proof of this application or details about the product used. The PermaPlate warranty paperwork explicitly states that purchasing this protection plan is not required for financing, leasing, or buying a vehicle. After using the car for a month, I find the $699 service to be of no value and continue to believe that it was forced as part of the sale. This approach contradicts fair business practices.

  

  Business response

  10/23/2024

  Mr. ** visited our dealership on several occasions in which we discussed this issue at length prior to his purchasing the vehicle. We discussed that our vehicle, with all fees included, was less than what he could purchase it for anywhere else. After leaving that night to think it over he returned the next day to purchase the vehicle. We provided him with copies of everything he signed including the appearance protection product. We are happy to provide him with additional copies. 

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 28, 2024, I purchased a used car at EchoPark Automotive in ******* (************* location). During the process, I was repeatedly pressured into buying additional warranty products offered by Permaplate and Fidelity Warranty/******************************. The salesperson, along with a manager and finance specialist, used high-pressure tactics to make these products seem essential. They even pretended to misplace the car's key to delay the process, causing unnecessary waiting and fatiguesomething I've since seen others report on Reddit as common at this location.After hours of relentless selling, I was exhausted and eager to complete the purchase. I was told the warranty products could be canceled and that the "good deal" was only available then, which influenced my decision. Unfortunately, I later realized these products werent necessary.When the contracts were presented, only the first pages requiring my signature were shown. The full terms and conditions werent provided, and I didnt get a chance to review them until I inspected the copies after the sale. This lack of transparency and incomplete presentation of critical information violates my rights as a customer.Ive since submitted cancellation forms to Fidelity Warranty and hope to get a full refund. Regarding Permaplate, their website says cancellation is possible, but refunds must be processed through the dealer. The dealership's deceptive selling practices and failure to provide full contract details from the outset are *************** addition, the financing arranged through ********* has a 13% APR, much higher than current market rates for someone with an excellent credit score. I later found other lenders offer around 5% APR, making this financing highly uncompetitive and misleading.I expect a prompt response and resolution, including full refunds for the unnecessary warranty products, transparency in financing, and acknowledgment of the unethical sales tactics used.

  

  Business response

  10/15/2024

  Good afternoon Yiyi,

  I just left you a voicemail. I wanted to connect with you in order to gain more insight into your situation and hopefully offer you a resolution. If you are willing, you can call me back directly at 281-979-6056. I hope to hear back from you soon! 

  Christina Robinson, Guest Loyalty Manager

   

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept 24, I purchases a vehicle from ********* . The salesperson who assisted me mentioned that they did not charge a dealer/handling fee but instead offered a PermaPlate Appearance Protection Warranty. The $699 Appearance Protection warranty was sold as mandatory. The staff explained that this warranty was required for the sale. The PermaPlate warranty paperwork clearly states: "Notice to Purchaser: The purchase of the Appearance Protection Product is not required for the purchase, lease, or financing of a covered vehicle." This made it unclear why this warranty couldn't be removed like the others. I don't need this protection.

  

  Business response

  09/30/2024

  We are glad to hear you are enjoying your Corolla.  Our team is going to reach out to you to clarify any fees or charges you are unfamiliar with.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on July 5th 2025 my wife and i purchased a vehicle from ***********************. Fatah was GREAT. We thought everything was good. we agreed to the terms on the jeep grand Cherokee which included windshield protection, 4/48k warranty, and ************** With the system being down it was taking quite a bit longer to do all the paperwork with the back and forth. The issue came in when we called to get the glass taken care of. the company ********* uses said there is no contract for glass for your vehicle. I immediately contacted ******* ****, ***** and another manager at ********* to get this resolved. week after week i continued to get pushed off. I called and texted weekly to get an update on this. when i went to pick up my plates i spoke to Fatah in person and he asked if we ever got that resolved. he remembered the windshield protection was part of the deal. (i also have this in text from fatah). the manager that was working advised me he would get it handled. another week nothing, i call he tells me there is nothing he can do i need to speak with the *** the Gm was supposed to contact me that day. here it has been almost 4 months and no resolution from ********* The only resolution i will accept at this point is ********* to do the windshield protection as discussed and promised when we were at the dealership.

  

  Business response

  10/18/2024

  The team has reached out to the guests directly email and phone to resolve these matters. We are awaiting their feedback.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Terrible business practices you ask for final numbers for vehicle they give you the numbers and when you go to get vehicle they say the numbers are off you owe a little more,you get there numbers then they tell you there wrong if my ride was still there I would of left .

  

  Business response

  10/14/2024

  Spoke to guest on phone number provided.  We were able to resolve the issue to his satisfaction.

  Customer response

  10/14/2024

   
  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

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have brought over 3 cars from EchoPark including a *** 3 series (black) purchased in April 2024. When I purchased the car, I noticed the brake warning light in the dash approximately 2 weeks after the car was purchased. I reached out to the manager at the location, and I was told that I needed to schedule an appointment at the South EchoPark location for the brakes to be looked at. I scheduled the appointment 2 days later, and after I received my car back, I was told that there was not any problems with the brakes. However, as I was leaving the dealership, I began to hear my brakes squealing, which I was not hearing before the tech worked on my car. I thought that the squealing would subside after a few days, but the squealing continued and began to be louder and louder. I have reached out to the dealership and appropiate staff for the previous two months with no success of this issue getting resolved. I should not be responsible for an issue that was present before the car was purchased. I need the brakes to be replaced on the car as soon as possible.

  

  Business response

  11/04/2024

  We were able to resolve the guest concern here on site. No further concerns.

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a truck from ********* ******* in December of 2023. While going over the cost and details, I was led to believe that the vehicle package was included with the sale price. I was also told that the vehicle protection package covered dents, scrapes, stains, etc. both inside and outside the vehicle. I didn't realize until after the sale of the cost which is really my fault for not catching this before i signed the sale papers. Within 3 months after buying the vehicle, the side of my truck was scraped by a tree limb that fell out of a tree in my yard. I called the vehicle protection company and after they inspected the photos and information I sent to them * they told me that they do not cover any damages ( scrapes, dents, etc.) the only thing the vehicle protection warranty covers is fading, sun exposure and things like that. I tried to call Echo Park Houston to discuss this with the management multiple times, left message after message but have YET to get a call back or any contact at all. To make matters worse, the automatic start/stop feature stopped working. The truck literally locks up on me at red lights, stop signs, and randomly when I have to stop in traffic. I had the truck a little over 3 months and this happens. So once again I try and call to speak to someone at ********* Houston * left messages, called for about a week * NOTHING, no responses, call backs, emails, nothing!! To add to this * the truck started high pitch noise from the engine * I am about $1800 dollars into getting new pulleys and belts replaced which I had to pay because I need to have a vehicle. The alternator may need to be replaced and the truck transmission is starting to slip. And ONCE AGAIN, not as much as a call back from *****************. I don't even want to get in to the truck now! I know the sale was "AS IS" and all I can say is * they got me!! HORRIBLE * worst truck and experience in my life. I have no idea of what I am going to do now as I am stuck with a bad truck!

  

  Business response

  09/24/2024

  Hello *******,

  We as EchoPark would like to apologize for these issues you are experiencing. We would also like to inform you that the appearance protection is attached to all of our vehicles on the lot, and not cancelable. For the dent protection its separate from the appearance protection. For your stop/start issues and issues with the vehicle, you purchased our extended warranty. You can take your vehicle into any dealership or mechanic shop that accepts the extended warranty. 

  Customer response

  09/24/2024

   
  I am rejecting this response because:

  EchoPark ******* did not address or give an explanation of why the company has never returned any of my multiple calls. This could have been avoided if EchoPark had any sort of customer service.
  ****************** ******* did not provide me with any information specific to my extended warranty. I would call and request the information and details of my extended warranty but EchoPark ******* does not nor has ever returned any of my calls. 

  EchPark ******* has not addressed the fact that what I was told incorrect information about the vehicle protection warranties. 

   

  
  

  

  Business response

  10/01/2024

  *******, it was a pleasure speaking with you earlier. I appreciate you taking my call and giving me the opportunity to assist you. I was able to email you a copy of the Open Recall and your *************** Contract informaiton. Please let me know if ever you need anything else!

  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. I was contacted by EchoPark (*******) and I was able to speak to them about my vehicle. ********* was extremely helpful and sent me information on my warranty and also let me know about a recall on the vehicle. ********* allowed me to explain the situation, what I have dealt with and has provided me with information and documents for my vehicle. ********* also provided me with her contact information in case I need further assistance or information. 
  
  Thank you. 
  

• 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, ****** ***** *************)

*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. ↩