Complaints

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:06/09/2025

  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.

   
  Complaint: 23446315
  
  I am rejecting this response because:
  
  Napleton **** failed to provide documentation to register my vehicle before the temporary registration expired, 90 days.  It is illegal to drive with expired registration.
  I spent several hours contacting the following agencies:
  Cedar County DMV / Treasurer, Linn County DMV / Treasurer, **** DOT, ***********************************, ******************************************, and the Illinois Secretary of State Police.
  I filed a complaint with the Illinois Secretary of State.  This was necessary to obtain registration so I could continue to drive the vehicle.  This required the vehicle to be inspected by law enforcement.  The ************ Iowa police department ran the *** through **** to verify that the vehicle was not stolen.  The form also required verification of the *** code in 3 locations of the vehicle. One of which was the computer. The ODB2 port on the truck was inoperative, requiring repair at a local **** dealership $83.98.  Please note that this truck was **** Blue certified.  Step 61 or the 139 point inspection was Perform Self-Test for All CMDTCs.  The ODB2 port is required for this test.  I request $83.98 for the necessary repair to authenticate the vehicle to law enforcement.
  The Illinois Secretary of State Police is investigating case 202505478.  I cant comment on an ongoing investigation.
  In the purchase agreement I was charged $367.70 for a documentary fee and $165 to a 3rd party VITU. These services were not provided in the necessary time frame, and I am requesting a refund.
  Please note that the registration was sent to the wrong county, *************  Napleton **** was aware of the correct county as they were called by Cedar County DMV to help resolve the issue.  Cedar County DMV contacted me letting me know that registration occurred in the wrong county and I drove 45 miles and paid a $3 fee to have the registration printed.  Three days later the registration provided by Napleton **** arrived 97 days after the vehicle was purchased.
  I request the following refund:
  Documentary fee: $367.70
  VVITU: $165
  ODB2 repair: $83.98
  Registration reprint: $3
  
  Sincerely,
  
  ***** ******tractor (Vitu) says that the Iowa DOT received the necessary information 6/5/25. This information is at best unverifiable. The temporary registration that was issued expires 6/16/25. At which point I can no longer legally drive the vehicle.I can provide sales documentation if necessary. It will have PII on it.I require assistance enforcing Napleton **** to provide the necessary information to register my vehicle before registration expires or alternate transportation until the registration issue is resolved.

  Business Response

  Date: 06/25/2025

  This matter has been resolved and customer's title was issued last week.  A form was missing and our vendor was not able to process the titling before the temp tag ran out, but dealership cooperated fully in expediting and also talking to IL Secretary of State to help accomodate customer with another temp tag.

  Business Response

  Date: 06/30/2025

  Unfortunately, we do not guarantee in our sales agreement that the registration or titling will occur within a certain timeframe.  While we make every effort to do so, sometimes circumstances and actions of third party vendors, and any number of state's DMV's, are all out of our control.  We cannot grant a refund, as those service were rendered.

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23446315
  
  I am rejecting this response because:
  The sales contract states that Federal law and the law of the state of Illinois apply to this contract. In ********, a dealer has 20 days to send the title, transfer documents,and sales tax to the Secretary of ************** after a vehicle sale.  This portion of the contract was not fulfilled. 
  Engaging the services of a third party does not change responsibility.  I paid Napleton **** for these services which were not fulfilled in the time required by law.  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/08/2025

  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 two different cars and we wants to cancel the warranty like they tell me two days after i have 11 months waiting every time going back i have not solution to get my refund

  Business Response

  Date: 07/15/2025

  I'm sorry for delay, this got caught in spam...I confirmed with my office that we did send a cancellation check for this customer on his 2018 Edge, it was sent to ******************* on 6/13.  His other car has an active contract too, but we do not have instructions he wants to cancel that.

• Initial Complaint

  Date:04/21/2025

  Type:Product 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.

   
  Complaint: 23233115
  
  I am rejecting this response because: I reached out to **** Credit today at. 5:07 to confirm if what the dealership said was true and it appears it is not. However they did call SAFE GUARD PRODUCTS who says the dealership reached out to them to cancel and they approved it 2/25/25 however they mentioned it is the dealerships job to send the check to **** credit. While talking to **** credit they mentioned that they have not received ANYTHING. So the time frame that has been given seems to be incorrect unless I can receive a confirmation with time stamps of when my account will show my reflected refund. Also I was only able to verify if 1 of the 4 warranties were actually cancelled. I need confirmation that all 4 have been cancelled and a time and date of when my account will actually reflect my refund. 

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 04/23/2025

  Cancellations are in process and take time to complete, customer account should reflect within a week or two, depending on how quickly ********** Credit processes on their side.  

  Business Response

  Date: 05/19/2025

  Check was sent out yesterday to **** within the normal timeline we provide to customers on how long these types of cancellations take.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23233115
  
  I am rejecting this response because: They are liars and everytime you message them it's a difference response. This response is not consistent with the original answer received. What will the story be next? This company has even sent me incorrect account numbers alleging it was my account when it wasn't.  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 06/09/2025

  The refund check was sent and customer of such and provided tracking number weeks ago, we consider the matter resolved.  

• Initial Complaint

  Date:03/11/2025

  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 bought my **** vehicle from a non-**** dealer. I had a non-************ Contract and was told there would be no charge for checking out my truck if I had the work done at Napleton ***** The attached document will explain what I went through trying, and finally getting my vehicle repaired under the Service Contract. You will see that negligence by Napleton **** confused and complicated the process and resulted in them taking my money which, by their own rules, they did not earn or deserve Now, I am out the money, because they failed to read the Service Contract that they had a copy of and would not release my vehicle although the Service Contract provider did pay for the repairs.

  Business Response

  Date: 03/13/2025

  We apologize for the miscommunication to Mr. ************** We will send the $160 refund to Mr. ********* address, it should arrive within 2 weeks time.

• Initial Complaint

  Date:02/28/2025

  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.

  Its a long story beginning a year ago, they scratched my vehicle at their dealership and with poor communication I still have yet to get it fixed, was lied to about having rentals at their dealership, brought it to get checked on, they told me theyd have charging me **************************************************************************************************************************** 200 dollars after attempting to find out the ticking sound but just lied to me about not hearing a ticking sound and has now become worse after that, left car in garage for the winter before turning it on for the first time, engine was quiet as ever when I got it off the dealership

  Business Response

  Date: 03/17/2025

  Our service manager is actively working on resolving customer issue currently.

• Initial Complaint

  Date:01/18/2025

  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.

  On Friday 1 17 25 AT 6:55 am I arrived at the dealership for my scheduled appointment for the "WORKS PACKAGE" in the quick lane. I check in and this is something that I have done for the past 3 years to keep my truck up. I am a contractor and my truck is my source of income. I normally get in and out before 8:30am . This makes it easy for me to have my day planned and I can continue to get the work I had scheduled for that day done. I was informed around 9 am that my truck was done but the lift that it was on had broken and wouldn't allow them to let my truck down. Now I have a schedule of jobs that I need to do today, but now I am at the mercy of the dealership. They didn't call and follow up. I ended up waiting and around 1 :30pm reached out to their corporate office and spoke with their customer service person. After some time, I was informed that the dealership had some company coming out at the end of the day to check out the lift. I have jobs that I had to cancel and lose money, because of this situation. At 4:30 pm I received a call from ***, the service person at the dealership, and he informed me that they needed to get a part for the repair of the lift. Now the service is open today, Saturday from 8 am to 5pm. I don't know if I'll get my truck back but, I'm losing money for today, Sunday and Monday. I sure they will not give me my truck back because they can't get the part. Truly this is not MY PROBLEM I am a contractor and ********** is being held up. Who's paying me for the jobs that I can't do because of this problem with their lift. I am an one man operation and when I don't work, I don't eat. I don't think that I'll get my truck back until Tuesday or later and all of my appointments that are scheduled will have to be cancelled. Please explain to me why should I be taken advantage of. They didn't offer me anything, No car, no truck, nothing was available. WOW with the partner that they have I guess I'm just a dumb contractor.

  Business Response

  Date: 01/21/2025

  We are truly sorry for the inconvenience caused by the lift breaking with Mr. ******* truck on it.  We of course, would have preferred that it didn't happen either.  However, we are not able to assume the liability for the lost income of a customer for this or any other occasion.  On an oil change and tire rotation, the dealership might make $10 after all expenses, and if we were to assume liability like this, it would not make sense to offer any service at all.  We do not keep loaner vehicles available for commercial reasons as it violates the terms of our insurance.  We apologize for the inconvenience caused sincerely.

• Initial Complaint

  Date:10/12/2024

  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.

   
  Complaint: 22415545
  
  I am rejecting this response because: the **** warranty company provided an approval code for the work done on my vehicle. I reached back out to the company and they resent me an email that was sent to ******* ***** with the approval code for **** to cover $587.73. This should be the amount of my refund.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/07/2024

  Hello, the ** to which Ms. ******* is referring to only has maintenance services on it (Coolant Flush, ********************* and ************************ none of which would be submitted to the **************** Contract for reimbursement as they are maintenance and not repairs.  We did not receive any payment besides from her for that **, which seems to be correct.  If she has some correspondence she can provide that states differently, we can try to track down what that might be but right now that ** looks as it should from what we can see.

  Business Response

  Date: 11/12/2024

  Thank you for providing that info - this enabled us to locate the funds from *******************  We will process a refund for Ms. ******* and send check to her address on file.  We apologize for the miscommunication.  

  Customer Answer

  Date: 11/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/06/2024

  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.

   
  Complaint: 22386840
  
  I am rejecting this response because:I sent in pictures to show the dent is on the driver finder which has nothing to do with the car door your business has camera right look back at the cameras and youll see the dent is on the finder nowhere near the door when i brought the vehicle in the door was opening and closing with no problem so look into the cameras and youre see the whole left side of my car is not sent and was not in the accident the finder was 
  
  Sincerely,
  
  ****** *******as going back and forth over a tow that had nothing to do with me but for me to get my car i paid for it i need my car door fixed I'm sending pictures to prove where the dent is located. 

  Business Response

  Date: 11/07/2024

  The customer brought in the car, and it was in an accident on the whole side of the car where the door doesn't worknone of the repairs we did even touched the door.

  Business Response

  Date: 11/07/2024

  There is no way to prove a negative so we can't prove that we didn't damage the door.  Regardless, none of the repairs our shop performed even touched the door, it is not broken as a result of our work or anything that happened on our lot.  We are done debating this and consider the matter closed.

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22386840
  
  So the car door had to be opened and closed for anyone to get into the vehicle so that the car can be moved around the building so this issue is not closed when i dropped the car off there was no issue and i picked the car back up the door was not opening and closing correctly its a shame that a company as big as youre would not take fault to damages that were done at your shop and before you said if one of your worked messed the door up they would have told you that which how much do you believe they would tell you like you said previously everyone is new because you all had to get rid of the other employees Imnot done with this issue and Im going to keep bringing up until you all take responsibility you tried to blame it on a dent claiming my whole left side was crashed in which the dent is on the fender and has nothing to do with the door just say you all messed up and caused the damage and if the work cant be done in your building pay for the damages and Ill be done with it but Im not allowing you all to get away with it because you feel like what you said closed out the issue with some of the things you claim is not valid I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/13/2024

  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.

   
  Complaint: 22281686
  
  I am rejecting this response because: I was told that ****************** is willing to supply a rental from Enterprise rent a car , but it must be a **** product and they will only pay $35 per. They do not offer any car for $35 per day and the cheapest **** product starts at $80 per day. Napleton **** is telling me that **** corporate has to arrange the rental and **** customer service is telling me that the service manager at Napleton **** has to arrange the rental. This is for **** case#CAS50861782W1J6G1 customer relationship center # **************. it appears both entities are playing me in the middle. I don't have anybody else I can talk with. This is one of 7 vehicles my family purchased from this business from when it was Hawk **** and now Napleton **** over the years. I figured that the **************** or the **** dealer would be willing to co-operate and help a customer with use of a rental or loaner seeing it is going be over a year that my daughter will be without a vehicle due to a faulty engine part. The cost and inconvenience that has been going on since Jan 23, 2024 is more than any customer should have to handle.
  
  Sincerely,
  
  **** ********

  Business Response

  Date: 09/14/2024

  Most recalls are not eligible for a loaner or rental car, even when there is a fix and parts available.  A recall is ****************** admitting there is a design or build flaw in the car that needs to be addressed, in no way would that cause the dealership to bear the expense of providing alternative transportation to the customer. 

  Business Response

  Date: 09/30/2024

  Our service director has arranged for a loaner for this customer, which required ****'s special approval but we were able to get done.

  Customer Answer

  Date: 10/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Napleton **** has supplied a loaner vehicle for us and I appreciate there help with this issue.
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:08/31/2024

  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.

   
  Complaint: 22222820
  
  I am rejecting this response because:  The dent on my car has nothing to do with the door. The door is wobbling shaking and when you open the door it doesnt catches it just swings open and when you close the door you have to slam the door closed now and when i dropped my vehicle off to **** the door was not having the issues I'm describing the door was opening and closing with no hesitation 
  
  Sincerely,
  
  Lakeetia ******pleton **** had to replace their staff due to issues they were having within the company and with people vehicles i need them to fix my door because the door was opening and closing correctly when i dropped the car off now its not staying closed or opening properly my car has been with them for almost 2 months and Ive been more then understanding and calm throughout this time i had no car also i feel as if they should pay me for having to pay for Ubers and Lyfts because they had no loaner cars throughout this time i was able to get a rental for only 7 days I'm emotionally and mentally drained over this company and not having a car and still being liable for a car note Ive tried to call the manager ***** multiple times that with no answer no respond back via text or call and Im calling his personal number that he gave me i spoke to another man that said ***** informed him that the latch is broken on the door but hes not going to take responsibility I need assistance

  Business Response

  Date: 09/03/2024

  This customer's door is not operating properly because the car was hit on that side, and not while under our care.  If the customer's car was hit, the customer should file an insurance claim for the damage but it was not done while we had their vehicle.  Furthermore, the function is internal to the door and we did not do anything involving taking the door apart.

  Business Response

  Date: 09/23/2024

  Not that I dont want to help this customer, but they are saying that we are responsible for fixing their door latch, and we never touched that door and repair close to it, but more importantly the whole side of car was smashed, it had clearly been hit or something happened to it, but not while under our possession.  If a repair is the result of an accident then the customer should make an insurance claim. 

   

  Matt