Complaints

This profile includes complaints for Ed Napleton Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ed Napleton Automotive Group

  1 Oakbrook Terrace Ste 600 Oakbrook Terrace, IL 60181-4485

  
• 

  Ed Napleton Automotive Group

  1000 Lawrence Ave Ellwood City, PA 16117

  
• 

  Wyoming Valley Subaru

  1470 Highway 315 Blvd Ste 2 Wilkes Barre, PA 18702

  
• 

  Napleton KIA of Fishers

  13417 Britton Park Rd Fishers, IN 46038

  
• 

  Napleton Kia of Carmel

  4500 E 96th St Indianapolis, IN 46240

  

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:12/30/2024

  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.

  I have a 2021 ram Laramie 1500. It has around ****** miles on it. I bought it used with just under ****** miles. On October 1, 2024, I took my vehicle into Napletons service center for Servicing. I was taking my vehicle in to have a routine oil change, but because I rarely drive the vehicle when I went to start it, it wouldnt start. I jumped the vehicle and proceeded to take it to ******************* Since the battery had died, and there were multiple lights on the dashboard, I wanted them to perform a diagnostic test on the vehicle, which they claim they did. I have a list of what they said it was wrong. There was also a recall going on with the vehicle and I asked them if they could take care of that as well. After a month I received the phone call that my truck was fixed and ready. When I picked up my vehicle after waiting that month, all of the lights which were on at first came back on. I was not able to take the vehicle right back that day, but I did call them and schedule an appointment. I was able to drop the vehicle off Five days later. So sometime early November, I returned the vehicle to the to the service center and informed them that the lights were still on. A month later I was called and told that my vehicle was fixed and ready. When I pick up the vehicle 5 mins after starting all the same lights came back on. I refused to put my car back into that shop so I took it back to ****** in ********** with is where I purchased it. After informing them of what I experienced at Napoleons, and allowing them access to the results from the diagnostic test and service receipts, I left the vehicle with them for service. This was on December *******. Today on December *******, I received there diagnostic results and theyre very different from the ones I received at Napletons. So now Im wondering is both of these shops and the Dodge ram dealership ripping innocent people off.

  

  Business Response

  Date: 01/23/2025

  We understand your frustration with the ongoing issues regarding your vehicle's warning lights and the time it has taken to address these concerns. When parts are replaced, the work performed is covered under a warranty provided by **********, ensuring that repairs meet manufacturer standards. Additionally, we have verified with the manufacturer that the recall on your vehicle has been completed. We recognize how inconvenient it can be to have your vehicle out of service for extended periods, and we take your feedback seriously. 

  Kind regards, 

  Customer Answer

  Date: 01/25/2025

   
  Complaint: 22738413
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/06/2025

  Rejection reason was not filled in, additional information is needed. 

  Kind regards, 

• Initial Complaint

  Date:12/28/2024

  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.

  On 11/27/24, I purchased a used 2022 ******* Tuscan from Napleton Valley ******* and was misled regarding the additional theft device called LoJack. I continuously asked if this was an extra add-on and was told repeatedly by my salesman, ****** ********, that it was mandatory since it already came with the car and the dealership automatically put it on. Since the vehicle was purchased, all I have received are empty promises of making things right and never receiving calls back from management, even after telling them I have consulted with a lawyer and was told I had a case. I then informed them that if I continue to receive no response, my next steps would be to contact the BBB, FTC, and ************************** In reviewing my paperwork, I noticed that I wasnt given a form about LoJack and what the warranty comes with, along with stating that this is an additional option. All I found is paperwork for the extended warranty that states that it is an extra option that isnt mandatory. I was also told the extended warranty was $2,500 but was given a $500 discount to see I was charged $3,000.

  

  Business Response

  Date: 01/10/2025

  ***** ******* is working directly with ** ***** and his team to resolve this concern. 

  Kind regards, 

  Customer Answer

  Date: 01/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution satisfactory. I was contacted by management and was refunded $4,000. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/28/2024

  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.

  I drove to Napleton *** of Fishers in ******* to buy a 2021 Dodge Charger Hellcat. None of the paperwork was ready like they said didn't get out of there till 12am. They gave me a temp tag it expired Dec 2. Now I am driving around illegal because they have messed the paperwork up 2 different times. All i keep getting from them now is the run around and lies. Still can't get my car legal. I bought the car on 10/18/24 today is 12/ 28/ 24 got pulled over by St.***** police cause i can't get my car legal without the paperwork.. I paid out my own pocket for state **************** fedx them overnight to *** dealership after being told all i would have to pay for is my plates. They have just took all my money and told me one lie after another..

  

  Business Response

  Date: 01/17/2025

  While we can certainly understand the frustration felt by this customer, ********************** has ultimately performed all of their obligations under both law and contract. We have attempted to contact Ms. ***** numerous times to explain that the title paperwork has been sent to the Department of Motor Vehicles and must be completed there. Napleton staff adamantly denies that they have been anything but transparent and helpful. If there is anything else your office requires, please feel free to contact me by any method below. 

  Kind regards, 

• Initial Complaint

  Date:12/27/2024

  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.

  On February 6, 2023 at 6am My Car was discovered stolen from in front of a relatives home which the address was ************************************ In When noticing that my car was gone I walked outside to look around to check the area where my car was parked and seen the glass to my car on the ground I called ******* ***************** to get a police report the police gave me the report that included the case number and the details about the theft. On Feb. 7, 2023 i called *** finance to let them know that my car was stolen and all the details that was needed. The representative that Ive spoken with told me that they would put it in the notes and that any updates that i had along the way to call and let them know. Ive called *** on several occasions with giving updates as they were given to me. Ive explained that the car was not in my possession it was in the shop. Ive tried to get some assistance on my car payments being pushed to the back of the loan or to even put them on hold since i didnt have possession of the car and it was stolen and was told there was nothing they could do to help in any way and that i had to just make my payments as Normal. Ive also state that Ive feared for my life because the car was in a shoot out the car could have been marked due to the shoot out and i didnt want to ride in the vehicle with my son. In return car is in repossession status because they couldnt help me resolve the issue and *** had then charged the car off on my credit without any letter being sent and letting me know that that was the step that they tookI recently called *** Dec to see what it was that they could help me with regarding my car and they told me there is nothing they could help me with just pay the amount to get the car out of repo status. At this point i am looking for the dealership to help me resolve the repossession status and grant me a new car considering i have no control over my car being stolen due to lack of security with ***.

  

  Business Response

  Date: 01/17/2025

  We understand Ms. ********* frustration and the difficult situation she is in. However, this matter is between Ms. ******** and *** Motors Finance/*** Motors America, not Ed Napleton Automotive Group. Her complaint primarily involves her vehicle's financing and insurance aspects, which are handled directly by the manufacturer and its financial arm.  
  
  We are a dealership and do not have the authority or capability to intervene in the contractual agreement between Ms. ******** and *** Motors Finance. We also cannot influence decisions made by *** Motors America regarding vehicle repossession, credit reporting, or compensation for stolen vehicles.  
  
  We empathize with Ms. ********* situation and recommend that she contact *** Motors America at ************ and *** Motors Finance at ************** directly.  
  
  She can also submit a claim online:
  *****************************************************;
  
  We hope for a positive resolution for Ms. ******** and remain committed to assisting our customers with issues directly related to our dealership.  
  
  Sincerely,

• Initial Complaint

  Date:12/27/2024

  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.

  In November of ********************************************************************************************* order to complete this repair the dipstick tube needs to be removed. At my last oil change they service provider informed me my dipstick tube had detached from the engine and was missing the bolt that secures it. I brought it to the Ram dealer by my house and they informed me that not only was my dipstick tube not properly installed but there were missing screws from the manifold heat shield due to poor workmanship. They quoted $770 to $1300 for repairs. I then brought the vehicle back to Napleton and worked with the Service manager *******. She said the director is pushing back due to the time that has passed but that they wanted to work with me as I said it obviously worked itself free over time and no one but them has worked on the engine. That was on Tuesday November 17th. Since then they have refused to return my calls and I have left messages for the service manager and the general manager. When I do get a real person I am transferred to the sales department and told it is a service issue. I want my vehicle repaired at no cost as I am currently not driving it since no one can tell me if it is safe to drive or not.

  

  Business Response

  Date: 01/16/2025

  While the dealership acknowledges Mr. ****** concerns, internal investigation has failed to uncover any evidence which would indicate that Napleton is responsible for the defects alleged or that the competing service provider's diagnosis is even correct. Napleton performed all requested services under warranty, at no charge to the customer, and with reasonable care. Barring any information to the contrary, we have no choice but to reject Mr. ****** demand for free repairs. 

  Kind regards, 

  Customer Answer

  Date: 01/17/2025

   
  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. It should be noted that the repairs were completed for free so maybe get on the same page with your service ***** The disconnect with your staff and office folks is what drove me to file a complaint in the first place. 
  
  Sincerely,
  
  **** Bang

• Initial Complaint

  Date:12/25/2024

  Type:Customer Service 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.

  Purchased new ******* Gv70 on December ****** our Sales Associate is **** ********. Terrible customer service after the sale, to date After 3 weeks and multiple calls messages to multiple employees, Napleton has not provided ******* with the sale and *** transfer. WE cannot obtain any ******* connected services including roadside assistance. ******* services has tried to reach the dealership and they could not reach anyone to assist. Awful **************** do not know how I will get this vechicle transferred to me. After 3 weeks would appreciate some sort of **************** to complete the *** transfer and be able to have ******* services.

  

  Business Response

  Date: 12/27/2024

  ******* ***** is working direclty with **** ****** to resolve this concern. 

  Kind regards, 

  Customer Answer

  Date: 12/30/2024

   
  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:12/23/2024

  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.

  Have been calling the company for over three month trying to get in contact with the finance department to discuss removing a warranty. Was told when I bought my car I could call and cancel my extra warranty at any time. I have made COUNTLESS phone calls and continuously get transfer to finance where no one answers the phone. I have left over 5 voicemails this month alone requesting a call back and have never received anything. No one in the entire finance department is ever available at any time to take my call. This is absolutely unacceptable.

  

  Business Response

  Date: 12/31/2024

  **** ******** is working directly with ******* ******* to resolve this concern. 

  Kind regards, 

• Initial Complaint

  Date:12/22/2024

  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.

  The dealership told me nothing is wrong with my car. Purchased the car 5/30/24. I am a disabled veteran and the Napleton Hyundia keep telling to bring my car and check my car and they do not want to give me a loaner. Customer ask for a loaner car and service department refused stated his manager had to take is his money out of his pocket for me to have the last loaner. I have to go to a sales manager to get a loaner car. What kind of place is this I bring my car back 3 times and schedule for the 4th time 12/26/24 problem with the transmission light comes on and the car struggles to change gears. I do have a picture of the transmission light on. My trade in value was more and the dealership gave me less and I did not even know. Now its winter and I still have problems and the transmission light still comes on and struggles to change gears. This car is new only have over ****** miles. I do not trust the car and I do not trust the dealership. I called Cooperate on12/17/24 and spoke with ********* ************ and she escalated this problem to ***** and I spoke with ***** on Friday 12/20/24 case #********. ***** and ********* was very nice. ***** will get back in touch with me by 12/26/24 Thursday.

  

  Business Response

  Date: 12/31/2024

  In response to the complaint filed by Ms. ******** ******, we would like to provide the following information:
  
  We have been unable to verify the customer's concerns. However, the ********************** has contacted ******* Techline, which instructed the dealership to update the modules. We do understand the frustration of this process; unfortunately, we have to follow all warranty guidelines set by the manufacturer. The dealership has also provided the customer with a loaner vehicle each time the vehicle was in for service.    
  
  We hope that this information is helpful. We are committed to providing our customers with the best possible experience.
  
  Sincerely,

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22721620
  
  I am rejecting this response because:
  
  MY PRIMARY CONCERNS: That the issue with Napleton ************** in ******, ******** the transmission light comes on and off and the vehicle struggles to change gears. I have returned the vehicle 4 additional times with no resolution and continues to have the same transmission problem. This is a personal safety hazard and a general safety hazard to others on the road. This jeopardize my standing with my job because my job depends on me having safe reliable transportation to get to and from work. I do not trust the vehicle or the dealership.
  

  Thank you,

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

  

  Business Response

  Date: 01/09/2025

  We understand your frustration regarding the issues you've experienced with your vehicle. We assure you that we've been working diligently to address your concerns.
  
  Our technicians have been in close contact with ******* Techline, the support team at ******* Motors America. Following their guidance, we have updated the software modules in your vehicle. The manufacturer recommends this procedure to address concerns such as yours.
  
  We recognize that bringing your vehicle in for service can be disruptive, and we appreciate your patience throughout this process. As a token of our apology, we've provided you with a loaner vehicle each time your vehicle was in our service center.
  
  We are committed to ensuring your satisfaction and resolving any outstanding issues. Should the problem persist, please don't hesitate to contact us, and we'll be happy to assist you further.
  
  If you have any additional questions or concerns, please feel free to contact us directly or call ******* Customer Care at ****************.
  

  Kind regards, 

  
  

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22721620
  
  I am rejecting this response because:
  First and foremost the problem with my vehicle still exists. I have taken my vehicle to the service department 4 times and the problem still exists. This has caused me to feel unsafe and affecting my livelihood. With the vehicle struggling to change gears and the transmission light comes on and off. My job requires a reliable vehicle. Yes I did receive a loaner vehicle on some occasions and I had to go to the store manager in order to receive that loaner vehicle. The problem have not been resolved to date. On my last visit they return my car to me with the same problem. I desire a new vehicle because this problem still exists on my vehicle.

  Sincerely,

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

• Initial Complaint

  Date:12/22/2024

  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.

  On September 21st, just 72 days after purchasing the vehicle, it went into limp mode and displayed a "Drive Train Malfunction" message. This was my first issue with the car. I promptly scheduled an appointment with *** of **************, located at ******************************************************, for September 24th at 12:00 pm.I arranged for my car to be towed from my workplace at ************************************************************, to the dealership for repairs. However, my vehicle was not inspected until September 26th, three days later. After inquiring about the status, I did not receive any updates or responses to my calls or messages until October 3rd. I was informed that the warranty covered only $5,594.72 of the total repair cost, and I would be responsible for $2,323.42 out of pocket (before taxes), after the $250 deductible. I was told the parts would arrive in a few days and that the repair would take approximately three ******* reality, the parts took three weeks to arrive, and as of today, ********************************************************* for repairs. Despite numerous attempts to contact the dealership for updates, I have been consistently ignored. On several occasions, I even had to pay for an **** to travel two hours to the dealership, only to be met with poor customer service.When I inquired about the delay, I was repeatedly told that the issue was caused by the warranty company and the need for an inspectors approval. However, when I contacted the warranty company, they confirmed that the inspector had already approved the repairs. Despite this, the dealership's advisor continued to provide conflicting information, including claiming that the inspector had not yet approved a new part.Since the beginning of this repair process, I have encountered a pattern of dishonesty.

  

  Business Response

  Date: 12/31/2024

  ****** ******* is working direclty with the Platform Director ***** ******** *** to resolve this concern. 

  Kind regards, 

• Initial Complaint

  Date:12/17/2024

  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.

  I just got used car from dealership ****** rs7 *********************************************************************************** same day I received my car I go to do inspection car no pass inspection have safety issues have tire expired have mounted broken car has recalled in **** dealership I ask him to fix my car he say Im no fix I need BBB help me for my issue salesman lairs to me he give me car have issue and no save to drive car cost 100k thank you I dont receive my plate number yet just I got car

  

  Business Response

  Date: 01/11/2025

  We understand Mr. ******* frustration with the issues he has experienced with his **** RS7. We assure you that we are committed to addressing his concerns and reaching a satisfactory resolution.   
  
  We have thoroughly investigated Mr. ******* claims and found that the vehicle passed a comprehensive used car inspection prior to being sold. This inspection thoroughly reviewed the vehicle's safety and mechanical components, including the tires.   
  
  The tires that were on the vehicle at the time of sale are rated for summer use. As our dealership is located in a warmer climate, these tires were appropriate for the vehicle's intended use at the time of sale.   
  
  We understand that Mr. ****** may have encountered issues with the vehicle's inspection and tire condition due to the difference in climate between our location and his current location. 
  
  

  Kind regards, 

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22700682
  
  I am rejecting this response because:

  
    This not right  ..vehicle still in service for 3 time  I do not drive this vehicle yet ..I do not received my plate number ..the vehicle still in same mileage .. I dont know how you you sale car has all this issues is not right 

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

  

  Business Response

  Date: 01/22/2025

  We appreciate your patience while reviewing your concerns regarding the 2021 **** RS7 you purchased from our dealership. Customer satisfaction remains a priority for us, and we take your concerns seriously.
  
  The 2021 **** RS7 underwent a comprehensive inspection before its sale and met all safety and operational standards. We understand your report that the vehicle did not pass inspection in your state and acknowledge the inconvenience this has caused. ********* in state requirements and environmental conditions may impact inspection results. The tires were designed for summer performance and are consistent with the vehicles specifications and the climate where our dealership operates. 
  
  In addition, we have verified that your license plates have been processed and shipped to you. If you have not received them, please contact us so we can assist with resolving any delivery issues.
  
  We are committed to working with you to address your concerns in a manner consistent with applicable policies and agreements. Should you wish to discuss this matter further, please contact our customer relations team at ******************************************* Thank you for bringing these issues to our attention, and we hope to restore your confidence in our dealership.
  
  Sincerely,

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22700682
  
  ******* ******

  thank you I received license plate today 

   

  vehicle in dealership still there vehicle has problems Im no driver the vehicle I change new tire summer is same inspection I pass  we have problems with suspension and **** dealership waiting for response from **** Germany  you can call me or you can call **** Brooklyn if you care for customer  or same you say customer come first .. no need more excuses I do a lot of work in this vehicle and never drive you can check car fax to I hopefully this problem fix  **** Brooklyn charge me only one time after that 2 time I go to service no charge guys there help me a lot