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

  
• 

  Napleton's West Palm Hyundai

  2301 Okeechobee Blvd West Palm Beach, FL 33409

  
• 

  Napleton's Acura of Palm Beach

  6870 Okeechobee Blvd West Palm Beach, FL 33411

  
• 

  Napleton's River Oaks Honda

  17220 Torrence Ave Lansing, IL 60438

  

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:12/13/2024

  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.

  I purchased a vehicle from Napleton's. There was issues with the truck that the dealership knew about when I purchased the vehicle as stated in the inspection report but did not tell me about the issues. I attached the email titled "Gmail - 2018 Ram 1500, ***** ********, VIN *****************.PDF" this will explain everything. I also attached the emails from the dealership. I should not be responsible for these repairs. Any help is greatly appreciated. Have a happy holiday.

• Initial Complaint

  Date:12/11/2024

  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.

  I purchased a 2023 ******* Elantra on Oct 30, 2024 and placed $5000 down payment, that I was never required to do, and instead of the business applying it to the total cost of my car, it was applied to a maintenance service that I never authorized, when I noticed it on my paperwork, it also said that I have 15 days to cancel that service. I spoke with *** the sales manager and he told me that he would cancel it and send me the release paperwork to be sent to my finance company and that he could only give me $3000 because I had driven the car. I have not heard anything back from the business. I was never told that it was going to be applied to maintenance and they should have been forthcoming with me.

  

  Business Response

  Date: 12/31/2024

  ******* ********* is working direclty with the General Manager *** ******* to resolve this concern. 

  Kind regards, 

  Customer Answer

  Date: 01/24/2025

  see attachment
  

  

  Business Response

  Date: 01/30/2025

  We are writing in response to BBB Case #******** regarding ******* ******* *********** complaint. We want to confirm that the cancellation of the two products has been processed successfully. A total refund of $4,000.00 has been issued to the original payment method. The customer has been informed, and we have attached a receipt confirming the transaction.
  

  Please let us know if we need to take any further action. We appreciate your assistance in resolving this matter.

  Kind regards, 

• Initial Complaint

  Date:12/09/2024

  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.

  I took my car to a repair shop, which said I had a transmission problem. However, they couldn't do the work, so they towed it to Napleton ****** for repairs. Napleton said I had no transmission problem and repaired the alternator instead. They had me pick up the car right before closing. They assured me that they had test-drove it and it was working correctly. When I left the dealership, I had to limp home because NOTHING had changed. The car still drove poorly. When I called and complained, they called me a liar and hung up.

  

  Business Response

  Date: 12/27/2024

  This is in response to the complaint filed by Ms. ******* *******, Case #********. We have reviewed Ms. ********* concerns and would like to provide the following information:   
  
  Ms. ********* vehicle was brought to our facility from another repair shop, where she was told that it had a transmission problem. Our technicians conducted a thorough diagnosis and found that the alternator had extremely low voltage.    
  
  The technicians also checked the transmission fluid and codes and found no evidence of a transmission problem. The fluids were fine, and no codes were present.    
  
  Ms. ******* left our facility and later called our advisor, *****, to discuss the vehicle's continued poor performance. ***** attempted to explain the situation and offered to have someone else diagnose the vehicle, but Ms. ******* was not receptive to his offer.    
  
  We understand Ms. ********* frustration, but we maintain that our technicians thoroughly diagnosed the vehicle and found no evidence of a transmission problem. We stand by our work and are committed to providing our customers with quality service.
  
  We hope this information is helpful. Please do not hesitate to contact us if you have any further questions.

  Kind regards, 

• Initial Complaint

  Date:12/09/2024

  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 7 DEC 24 I was scheduled for an appointment at 9amn for a fuel pump recall on my vehicle. After I arrived I was told that they never ordered the fuel pump and that nothing could be done as of that day. They stated to me that the service manager wasn't in until Monday (9 DEC 24) and that we could figure something out then. I stated to them that I drove an hour to get to the dealership after a confirmed appointment and due to the inconvience I should recieve some type of compensation (stated to me on arrival that I needed a brake fluid flush and I wanted that done for the inconvience and they said they couldn't do it) for showing up and getting nothing done. They stated to me that it isn't their fault that I showed up to an appointment that was set up by them and nothing needed to be done. They demonstrated complete disregard for my issue and did nothing to compenstate me while I was uo there for wasting my time as well as taking the day off from my job to get said work done.

  

  Business Response

  Date: 12/23/2024

  *** ***** is working direclty with the Service Manager ****** ***** to resolve this concern. 

  Kind regards, 

  Customer Answer

  Date: 12/24/2024

   
  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. Service Manager **** ***** took very good care of me for the issue that occuried and I very much appreciate him for making things right
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:12/09/2024

  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.

  After discovering via my local mobile diagnostics center that my 2018 ***** CX-9 had an engine coolant leak, I dropped it off to the ***** Service Center at Napleton's on October 25, 2024; I took a day off to do so. When I dropped it off, the keys were given to **** Shcook who told me he would follow up with me shortly after looking at the vehicle. The next time I heard from **** was Oct. 29, 2024 at which time he sent a text saying, "Hey this is **** we are still inspecting your vehicle, I should let you know something soon." After that, the next time was October 30, 2024, at which time he called me to ask for the warranty information on my vehicle; he advised during this call he would contact my warranty company after our call to get an authorization started. That was the last time I heard from ****; today is December 9, 2024. My fiance had to contact the ** at *****, **** to get any movement; this was November 26th. ****** confirmed that although diagnosis had been made, nothing beyond that had been done. He promised to open the warranty authorization, to allow me to have my rental covered under warranty (up until this point--from October 25th through Nov. 26th--any time I had a rental it was out of pocket cost due to **** never actually opening an auth). He advised at that time that the part would be ordered and should arrive within a day and labor would take an additional 3 days. Because this was the day before Thanksgiving, I gave it a full week. I wanted until the 6th of December to reach out (4 phone calls) and yet again, crickets. The communication of this establishment is literally **** poor. With all of the updated technology on communication systems, there is NO REASON a customer should go weeks to MONTHs not being informed and that seems to be the norm at this establishment. I would like to speak to someone about reimbursement of funds spent thus far on rental costs that ONLY INCURRED due to poor communication from this establishment!

  

  Business Response

  Date: 12/27/2024

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

  Kind regards, 

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22659361
  
  I am rejecting this response because:
  This concern is not resolved. I see no reason to close a case on an unresolved concern. It is now January 2025no vehicle. That is an issueperiod.

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

  

  Business Response

  Date: 01/08/2025

  Regarding the case of ******** ******, please be advised that this matter is now under review by the *************************. As a result, we are unable to provide further commentary or respond to inquiries pertaining to this case. We recommend directing all future communication to the **************************

  Kind regards, 

• Initial Complaint

  Date:12/06/2024

  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.

  * 02/08/24 * Subtotal $122,207.64 minus less cash paid $45,500.00. Remaining balance was $76,707.64.* Promised Subtotal $117,207.64 less cash paid $45,500.00. Remaining balance was $71,707.64.* Promised to cut me a check for the difference of $5K - never received it. * Manager ****** and General Manager ****** do not answer my calls or provide status on the check. I purchased a ***** LX 600 from the dealership this spring. The salesperson was great; however, the financing manager, ******, and the general manager, ******, were horrible. I dont recommend anyone buy vehicles from this untrustworthy dealership. Here is my story:The deal for the car included a $6,000 discount, as agreed and documented in a written bill of sale. However, because I was purchasing the car out of state, they needed to send a notary to my location to finalize all the closing documents. Unfortunately, I was scammed. The paperwork I signed at closing was a different bill of sale with no discount *********** was my mistake not to catch this at the time of signingI never imagined a dealership would do something like this. A few months later, while reviewing my documents for tax purposes, I realized I had been scammed. I immediately contacted the salesperson, who confirmed the $6,000 discount and advised me to speak directly with the **, ******* and the financing manager, ******.Since then, Ive been calling the dealership three times a week. On the rare occasions I managed to speak with ******, he admitted it was his mistake and assured me he would send the check that day and call me back to confirm. Nothing ever happened. Another time, he told me he just needed to locate the check and would get back to me, but again, nothing happened.Ive left voicemails and continued calling weekly, but nothing has been resolved. This has been a terrible experience and clearly shows the dealerships lack of integrity.

  

  Business Response

  Date: 12/23/2024

  ***** ***** is working direclty with the General Manager ****** ****** to resolve this concern. 

  Kind regards, 

• Initial Complaint

  Date:12/03/2024

  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.

  When I purchased my brand new 2019 Jeep Grand Cherokee, the finance department sold me an extended warranty under false pretense. He did not advise me that I could only have my vehicle serviced by them in order for it to be covered under the warranty. I found out when the standard warranty expired and I was having tire issues. I tried to get it serviced at a dealership located by me, that was the first instance. I had to bring it to Napleton A.H. I did and Napleton A.H. could not find the same problem as the location dealer found. I ended up having it fixed elsewhere out of pocket. The second service issue arose in April 2024. After about 10 days of them having my car and two trips back and forth Napleton A.H. was unable to fix my second issue. I tried to work within their restrictions but not only is it extremely inconvenient given its location to me they don't fix my issues. My complaints went unresolved by the Service Advisor and the Service Manager. I tried to also get in touch with the Service Director but that also fell on deaf ears. I would not have purchased the warranty had I known of this restriction there are other options available to me that are convenient. I now have another service issue to deal with.

  

  Business Response

  Date: 12/23/2024

  ****** ***** is working direclty with the Service Manager ****** ****** to resolve this concern. 

  Kind regards, 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22634581
  
  I am rejecting this response because: No one from Napletons has contacted me regarding my BBB complaint.
  

  
  

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

  

  Business Response

  Date: 01/16/2025

  The Service Manager, ****** ******, has contacted ****** *****. He was not able to reach the customer, so he left a message. The service contract is good nationwide. However, the contract does state that all repairs are to be performed at an ** Napleton Dealership if the concern happens within the dealership's mileage radius.
  
  We show the vehicle was repaired on 12/19/2024, repair order# ******. If ****** ***** needs further assistance, we ask them to contact the Service Manager, ****** ******. 

  Kind regards, 

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22634581
  
  I am rejecting this response because: My complaint is not resolved. Per the service manager corporate will not release my car from the distance requirement on the extended warranty which was not disclosed when I purchased the vehicle. I live 21 miles away I would not have purchased the extended warranty given that inconvenience. I could have purchased directly from the warranty company without the limitations.
  

  
  

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

  

  Business Response

  Date: 02/04/2025

  We acknowledge the customer's concerns regarding the warranty service restrictions. However, as outlined in the terms of the extended service contract, any required repairs within the specified mileage radius must be conducted at the selling dealership or another ** Napleton dealership. This condition was a fundamental part of the agreement at the time of purchase.

  While we understand the inconvenience, any request for a release from this requirement will be reviewed on a case-by-case basis, but there is no guarantee that such a release will be granted. The terms of the contract remain in effect unless an approved exception is made. If the customer requires further assistance, we encourage them to reach out to the Service Manager for further discussion.

  Kind regards, 

• Initial Complaint

  Date:12/03/2024

  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.

  Date - 11/12/2024 Amount Paid - $500 Down Payment Commitment- A DECENT Car With No Issues.Dispute - Sold Me A Lemon Vehicle, ******************************* REQUIRED Me To Get A Service Contract In Order To Finance And Leave With This Vehicle, 1 1/2 days after I got it, the check engine light came on blinking, my vehicles speed was reduced to 65 mph. I immediately called the dealership and they told me, bring it to our ************ location and we could POSSIBLY get it fixed. Im an hour away from that location with no money for a tow, I cant drive a 65mph car with a knocking engine 1hr away on a POSSIBILITY. So I Went to autozone and saw it was on for a knock sensor. Saw the vehicle had recalls for that so I scheduled an appointment for the recalls and let the dealership know. The MORNING of the appt nov 21st, they send me a free carfax report to my email. *** tells me I need actual oil change receipts and not the car fax report in order to get a new engine. I dont have any. I just bought the car. So *** told me they couldnt do anything for me. I was supposed to start work the day of the *** appointment , rescheduled until the next day and still ended up loosing my job because of dealing with this. I called the dealership and they told me ask if they could use the car fax and I told them no. After that I told them just refund my purchase price. They told me Ill call you tomorrow morning every morning for 3 days. 3 days went by and I called every morning never got a resolution until the 5th day which was the 25th. This time he said bring the car into ************ we could fix it, I told them no refund my purchase yet again told me to bring the car backI could not find a ride back to the dealership to drop the car off. So I called 11/30/24 and told them unfortunately I cant get into any other vehicle, as long as yall fix everything Ill stay in this vehicle, the day of the appointment they scheduled for me I called the dealership to confirm, ***** answered .

  

  Business Response

  Date: 12/23/2024

  We have tried to reach ******* ********, unfortunatly we were not sucessful.  Please call **** ******** at ************ to resolve this case. 

  Kind regards, 

  Customer Answer

  Date: 12/26/2024

   
  Complaint: 22634519
  
  I am rejecting this response because: No Successful Attempts Have Been Made. Noone Was Ignoring The Dealerships Calls, Instead I Got A New Number Due To Losing My Phone.  So I Didnt Receive Any Of Those Calls If My Phone Was Lost. BUT Since Receiving This Car On 11-12-24  Ive Made 23 Calls To This Delaership Which Is MORE Than Enough Phone Calls Needed In Terms Of Resolving This Issue. Ive Called About A Different Car, Ive Called About Getting This Car Fixed, Ive Called About Getting This Car Taken Back, Ive Even Called Multiple Times Now About The Service Contract. But Yet All Those Options Ive Asked You All About Still Leave Me In A Messed Up Position. Ive Told You All This Car Caused Me To Lose A Job Because You All Didnt Fix This Vehicle Or Provide Me With A Loaner In A Reasonable Amount Of Time. Since Then Ive Replaced The Knock Sensor, And The Car Is Still The Exact Same And Ive Had This Car For  Over A Month Now. Im Not Reaching Out Anymore. If You All Wanted To Resolve Anything, When I Reached Out Monday, And Yet Again Asked For This Required Service Contract By The Finance Company To Be Removed I Got Told Ill Look Into It And Call You Back And Still Have Yet To Receive A Call Back, Nor Did You Guys Attempt To Bring Up Any Further Resolution When I Called Monday @ 1:07pm. I Made A Phone Call 11/23/24 And Left A Voicemail , And The First Request I Asked You All Was To Either Fix This Vehicle And Provide Me With A Loaner, Or Easily Put Me In A Different Vehicle At Equal Or Lesser Price To Avoid Having To Deal With Lawsuits Or Me Having This Car For So Long. 1 Month and 3 Days Has Passed Since Then With Nothing Done. 11/30/24 I Reached Out AGAIN For The Car To Be Fixed A Manager Scheduled Me An Appt At The Napleton *** Dealership For 12/2/24 , I Woke Up That Day, Called The Dealership 1hr In Advance Before I Left To Confirm Appt, Nobody In Service Answered, Kept Gettinf Transferred Back To Sales, And No-one In Sales Could Confirm The Appt. Car Only Goes 65mph, But VERY Slowly. Not Driving 1hr Away For An Unconfirmed Appt With A Car That Barely Drives. So Thank You For Your Attempts But Its Too Late. Ive Lost A Job, And Barely Been Able To Make Money, Or Work With Fear Of This Engine Going Out. So A Simple Resolution? Its Way Too Late For That. 

  

  Business Response

  Date: 01/08/2025

  We understand your frustration and sincerely apologize for the difficulties you've experienced with the vehicle you purchased from our dealership on November 12, 2024. We appreciate you taking the time to detail your concerns and allowing us to address them.
  
  You mentioned replacing the knock sensor and that the car is still experiencing the same issues. We also understand that the appointment at our Napleton *** dealership on 12/2/24 was not confirmed, causing further inconvenience. We are very sorry for this oversight and any inconvenience this may have caused.  
  
  We understand you've lost your phone and obtained a new number, which may explain why our previous attempts to reach you have been unsuccessful. We are committed to resolving this matter.
  To ensure we can address all your concerns and work towards a resolution, please email our Customer Relationship Manager, **** ********, directly at disa.******** @ ************************. Disa is prepared to review your case in detail, discuss your options, and work with you to find the best path forward.
  
  We value your business and are committed to restoring your confidence in our dealership. We look forward to hearing from you.
  

  Kind regards, 

• Initial Complaint

  Date:12/02/2024

  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.

  Despite numerous requests to unsubscribe from all communication, despite writing that I would file this report if I received any further unsolicited contact, I continue to receive offers and messages. Outside of required recall notices, I want no contact whatsoever, and requests of this nature need to be honored.

  

  Business Response

  Date: 12/23/2024

  We have verified the following information has been removed from our database;

  Customer Name: ******* ****
  Daytime Phone: ************
  E-mail: **************************

  Kind regards, 

• Initial Complaint

  Date:11/26/2024

  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.

  Dealership service department does not return my vehicle or gives me updates about the issues I have brought in the car more than once. They kept my car for a week and no resolution to the problem. I keep getting the same response for a battery issues that has left me in the middle of traffic stranded and almost crash since the vehicle turns off by itself. The manager is unresponsive and so is the entire service staff.I have paid for services that have not been done adequately since the vehicle still has the same issues but they come up with different issues that cost money and the vehicle still has the same problems.This is a danger to my life the kids in my car and those around me since the malfunctioning is not resolved.

  

  Business Response

  Date: 12/16/2024

  ****** ******* is working directly with the Service Manager ***** ****** to resolve this case. 

  Best,