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 BMW

  1470 Highway 315 Blvd Ste 1 Wilkes Barre, PA 18702

  
• 

  Napleton's Collision Center of Wyoming Valley

  2150 Sans Souci Pkwy Wilkes Barre, PA 18706

• 

  Hyundai of Carmel

  4200 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: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, 

• Initial Complaint

  Date:11/25/2024

  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 started having problems with them the beginning of this year. I took my car in for an oil change and so they could check my rear defroster. I was told at the end of the appointment they couldn't check the defroster because it wasn't cold enough. She suggested taking a picture even though I told her which line wasn't working. I came in again in August. I asked for my car to be aligned, oil change, and check my usb port and the defroster because I had taken a picture. They never looked at the picture but said they had to order the windshield and gave me the paperwork. They also couldn't replicate my issue with the usb port for android auto. I then looked at the paperwork and saw I needed new tires soon. If I had known that, I would have waited for the alignment. Then a month later, I still hadn't gotten a call saying the windshield was in. So I called. They never ordered it. I took it in, they replaced the windshield, and I was told I'd be sent the paperwork because they had to wait on it from the 3rd party who fixed it. I then wanted to get my tires taken care of. I called and was transferred 3 times and still never got the person I needed. She took a message and said I'd get a call back. 2 days later, I called again. I told the guy about the issues I had and asked if they'd do the alignment for free. He was also going to give me 15% off and the tires were buy 3 get 1 free. He told me the bill would be $840 and then 15% off that, so about $714. I was charged almost $900. They took all day to do my tires even though they'd had my car since 7:30. I waited 50 minutes for their shuttle and ended up having to get a ride. The service department was already closed. The guy never gave me a total. He only told me what I was charged that day from my payment plan. The service manager will not honor the quote. He says the extra is because of fees and a cap to the discount. I was never told about either when I ordered the tires, I asked for the complete total.

  

  Business Response

  Date: 12/13/2024

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

  Kind regards, 

• Initial Complaint

  Date:11/22/2024

  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.

  Napleton's ********** of ******* offered a ***** XC60, Vin#*****************, at $27,590 online on their site and other sites along with a huge green sticker in their window of the car with this price. When we sat down to buy the car they said that was the advertised price, they then said we had to pay another line item on the paper for all the work they di to get the car ready that ****** the real list price to almost $30k. This is deceptive advertising, illegal, and must be stopped. The Manager also was very aggressive with us when we said no to their pricing.Please fix this.

  

  Business Response

  Date: 12/11/2024

  Thank you for the opportunity to address Mr. ******** ****** concerns about the pricing and negotiation process at Napleton's ********** of ******* for the ***** XC60 (VIN: *****************).
  
  We appreciate Mr. ****** interest in the vehicle and the feedback regarding his experience. Our dealership strives to ensure transparency and compliance with all advertising and pricing regulations. Below is our account of the matter and the steps taken during the transaction:
  
  Advertised Price Compliance:
  The vehicle in question was advertised at $27,590, which reflected the base price. This information was displayed both online and on the vehicle itself.
  
  Disclosure of Additional Costs:
  During the sales process, Mr. **** was informed that additional fees were associated with the vehicle's preparation, including optional dealer-installed products and services. These fees were itemized and disclosed before negotiation, aligning with dealership policy and legal standards.
  
  Customer Interaction:
  We regret any dissatisfaction Mr. **** may have felt during the negotiation process. The dealership's manager acted in good faith, adhering to standard negotiation practices.
  
  We respect Mr. ****** decision not to proceed with the purchase and acknowledge his request to address concerns about advertising clarity. As a result, we will review our current pricing disclosures to ensure continued compliance and transparency.
  
  We value Mr. ****** feedback and remain committed to improving customer satisfaction while adhering to all applicable laws and regulations.

  Kind regrads, 

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22592138
  
  I am rejecting this response because: I spoke to the ******************************* and they have opened a case, this is fraud, deceptive pricing and is illegal according to him so they will be aggressively pursuing this case. The contact at the ********************** was very agitated at this over this complaint and said Florida do not stand for this and will prosecute. He also gave me multiple other sites that he wants me to contact and file complaints with. You cannot, and this was what the ******************************* man said, display a sales price online or anywhere like on the big window sticker - and then when a consumer comes in to pay that list price say " . . . well the real list price is much higher because of all these things we did . . . ". You are in a bad situation and this is illegal. 

  I have worked in Fleet, Car Sales, etc. for over 17 years with a ***** ************** and the moment I saw the added line item making it a new list price I was very disturbed with the situation. After going on the BBB, which I should have first, I see how poor your rating is and the number of complaints so this is not a discrete event - your dealership is not reputable.

  The most troubling thing for me was the reaction of the Sales Manager when I rejected his offer, he violently jumped out of his chair in a very angry manner and ripped up the proposed sales sheet scaring my wife and startled me - this is totally unacceptable and I was close to calling the police.

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

  

  Business Response

  Date: 12/18/2024

  Thank you for the opportunity to address Mr. ******** ****** concerns about the pricing and negotiation process at Napleton's ********** of ******* for the ***** XC60 (VIN: *****************).
  
  We appreciate Mr. ****** interest in the vehicle and the feedback regarding his experience. Our dealership strives to ensure transparency and compliance with all advertising and pricing regulations. Below is our account of the matter and the steps taken during the transaction:
  
  Advertised Price Compliance:
  The vehicle in question was advertised at $27,590, which reflected the base price. This information was displayed both online and on the vehicle itself.
  
  Disclosure of Additional Costs:
  During the sales process, Mr. **** was informed that additional fees were associated with the vehicle's preparation, including optional dealer-installed products and services. These fees were itemized and disclosed before negotiation, aligning with dealership policy and legal standards.
  
  Customer Interaction:
  We regret any dissatisfaction Mr. **** may have felt during the negotiation process. The dealership's manager acted in good faith, adhering to standard negotiation practices.
  
  We respect Mr. ****** decision not to proceed with the purchase and acknowledge his request to address concerns about advertising clarity. As a result, we will review our current pricing disclosures to ensure continued compliance and transparency.
  
  We value Mr. ****** feedback and remain committed to improving customer satisfaction while adhering to all applicable laws and regulations.

  Kind regrads, 

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22592138
  
  I am rejecting this response because: it is out of my hands and as defined by the Florida State Attorney this is illegal and they have accepted the case and will be pursuing. 
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:11/20/2024

  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 was selling my car to the dealership we came up with an agreement and I signed my car over to them and five days later after they kept my car they called me and said they will not buy it. 

  

  Business Response

  Date: 12/31/2024

  ****** ******* has worked with the ************* team to resolve this concern. 

  Kind regards, 

  
  

• Initial Complaint

  Date:11/19/2024

  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 brought my vehicle into the dealership for services because my check engine light was on and the engine was running poorly. The engine was stalling, losing power, and turning off on its own. They took a look and the engine code that popped up was P1326, so they had to replace my engine with a new one. They had my vehicle from 08/26/24 to 09/16/24. When I brought the vehicle in my radio was working. When I received my vehicle back it was no longer working. I pointed this out to the people at *** and they lied to me and said the radio wasnt working when they received the vehicle. I also had to come in again after they replaced my engine because the new one was having the same problems as the old one. The new engine was stalling and losing power, just as the old one. In order for them to figure out why the new one was stalling, they said I would have to pay. They also said if I wanted my radio fixed, which they broke, I would have to pay as well. Both of which is completely ridiculous. The engine was fixed via a warranty from ***, so why would I need to pay for them to fully fix the problem. Now I am stuck with a vehicle that doesnt have a working radio and theyre lying saying that it didnt work when it was brought in. All in all, Im disappointed with my services, how I was treated, and being lied to. I need this resolved. I left with the same problems I came with, plus one extra.

  

  Business Response

  Date: 12/08/2024

  We appreciate the opportunity to address Mr. ***** ******* concerns regarding his recent vehicle service. Below is a detailed explanation from our perspective:
  

  Engine Repair and Related Concerns:
  

  Initial Vehicle Condition:
  - ************** brought his vehicle to us, the engine exhibited a flashing check engine light and was in limp mode. This indicated a critical issue requiring immediate attention.
  - Following the manufacturer's guidelines for the P1326 diagnostic trouble code, we determined that the engine had experienced an internal failure.
  - To resolve this, we replaced the engine's long block assembly under warranty. During the process, components from the old engine were transferred to the new assembly per standard procedure.
  

  Subsequent Issues Reported:
  - ************** returned with concerns about the new engine's performance, we re-inspected our work and found no faults related to the installation. All checks verified that the replacement was performed correctly.
  - We informed Mr. ***** that additional diagnostics would be required to investigate unrelated issues and advised that these would incur diagnostic fees as they fell outside the scope of the initial warranty repair.
  

  Radio Concern:
  - ****************** initial visit, the vehicle's radio was not reported to have issues, and no radio-related concerns were noted on the intake paperwork.
  - After completing the engine repair, Mr. ***** informed us that his radio was not functioning. Our technicians inspected the fuse for the radio and confirmed it was operational.
  - We advised Mr. ***** that further diagnostic steps would be necessary to identify the root cause of the radio issue. This would also incur additional charges, as there was no evidence linking the radio's failure to the engine replacement work performed.
  

  Commitment to Quality: We strive to provide clear communication and thorough service to all our customers. While we regret Mr. ******* dissatisfaction, we have acted according to manufacturer guidelines and warranty terms. 
  
  Kind regards, 

  Customer Answer

  Date: 12/15/2024

   
  Complaint: 22575965
  
  I am rejecting this response because: Theres no way that fuse is operational. Either you didnt check or youre lying. I brought my car in, the radio worked, got it back and it hasnt worked since. One way or another this happened while the vehicle was in your hands. I already had to figure out how to get my engine working properly on my own after receiving my car back and the engine still having the same problems that I brought it in for. Im not paying to fix anything that I did not break. Thats on you and your team. Its time for Napleton ********** *** to step up and finish the job like real men. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 12/23/2024

  We appreciate the opportunity to address Mr. ***** ******* concerns regarding his recent vehicle service. Below is a detailed explanation from our perspective:
  
  Engine Repair and Related Concerns:
  
  Initial Vehicle Condition:
  - ************** brought his vehicle to us, the engine exhibited a flashing check engine light and was in limp mode. This indicated a critical issue requiring immediate attention.
  - Following the manufacturer's guidelines for the P1326 diagnostic trouble code, we determined that the engine had experienced an internal failure.
  - To resolve this, we replaced the engine's long block assembly under warranty. During the process, components from the old engine were transferred to the new assembly per standard procedure.
  
  Subsequent Issues Reported:
  - ************** returned with concerns about the new engine's performance, we re-inspected our work and found no faults related to the installation. All checks verified that the replacement was performed correctly.
  - We informed Mr. ***** that additional diagnostics would be required to investigate unrelated issues and advised that these would incur diagnostic fees as they fell outside the scope of the initial warranty repair.
  
  Radio Concern:
  - ****************** initial visit, the vehicle's radio was not reported to have issues, and no radio-related concerns were noted on the intake paperwork.
  - After completing the engine repair, Mr. ***** informed us that his radio was not functioning. Our technicians inspected the fuse for the radio and confirmed it was operational.
  - We advised Mr. ***** that further diagnostic steps would be necessary to identify the root cause of the radio issue. This would also incur additional charges, as there was no evidence linking the radio's failure to the engine replacement work performed.
  
  Commitment to Quality: We strive to provide clear communication and thorough service to all our customers. While we regret Mr. ******* dissatisfaction, we have acted according to manufacturer guidelines and warranty terms. 
  
  Kind regards, 

  Customer Answer

  Date: 12/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and dont feel like going back and forth. They broke my radio and lied about it. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/18/2024

  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.

  In September 2024 I purchased a used 2022 ******* Tucson from the Napleton ******* Dealership. During the negotiation process it was mentioned multiple times that there were two sets of keys. The salesperson even offered to deliver the second set of keys. Weeks went by and multiple texts were sent to the salesperson (******) to collect the second set of keys. After 4 weeks of phone calls and texts I was finally told there was only one set of keys and the dealership would not support providing a second set. I reached out to the ******* ******************** and filed a complaint (******* Customer Care Case #: *********. The ******************** connected me to the sales manager (*****) to resolve the dispute. ***** contacted through text and offered to provide a second key. Weeks went by and ***** stopped answering my texts. Attached is a text from ***** offering to pay for the key.

  

  Business Response

  Date: 12/08/2024

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

  Kind regards, 

• Initial Complaint

  Date:11/16/2024

  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.

  Bought pre-owned Acura RDX 2015 from Napleton Acura of ******** on 07May2024 with ****** miles. When I took my car back for oil change on 07NOV24 with ****** miles not even 5000 miles driven, service department advise me to replace water pump, timing belt, drive belt and plugs as it needs to be done at 100k miles and they gave me estimate of $2648. I bought this car as pre-owned with 119K and I understand that it's a used car and any kind of unexpected issue occur I have to fix from my pocket. But regarding this matter when dealership know that this need be fix at 100k mile should be done before selling it to the customer.

  

  Business Response

  Date: 11/25/2024

  We apologize for any miscommunication which may have occurred during Mr. ******* last visit. The items mentioned in Mr. ******* complaintspecifically, water pump, timing belt, drive belt and plugswere simply recommnded services, given the age and mileage of the vehicle. They were not in response to any specific defects or malfunctions. Furthermore, as Mr. ***** acknowledged, the vehicle was purchased As-Is, without any representations as to the prior maintenance or repair history of the vehicle. Despite these facts, our Customer Experience Manager **** ******** has been in touch with the customer in an attempt to find a solution to the problem that is acceptable to all parties. Please let me know if you have any questions or concerns or require anything additional to complete your file. 
  
  
  Thanks,

• Initial Complaint

  Date:11/15/2024

  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.

  I live in ************, ** and i enquired about the 2021 ******* GV80 on 09/11 and drove to ****************** from ************ and purchased the car. on 09/12/2024 Issues i faced:1) This car was advertised for $34,778, they gave some numbers on my trade which we agreed upon, then i asked as there were some many state/government fees added in the quote, they told me that they will get adjusted in the finance.i signed the paper based on that.2) They brought the second paperwork by adjusting their car price from $34,778 to $35,550 by having the actual cost of state/government fees.I request the dealer to check all of this and issue me reasonable refund.On the positive side the *** fixed the issues that was reported and helped which i really appreciate it, Credit to the *** on this and to the sales person ***** who went above and beyond on this.The only problem now as to refund the difference on the sales when compared to the advertised price which is $772.00.I hope Napleton Dealership can consider this and help me to refund $778

  

  Business Response

  Date: 12/06/2024

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

  Kind regards, 

• Initial Complaint

  Date:11/15/2024

  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 August 28, 2024, I had to rent a vehicle because my car was in the shop, Napleton **************. They performed automatic transmission services, cooling system services, fuel induction services, and throttle body cleaning in my 2019 Kia ********* I received my car back on September 19, 2024, and I noticed that I had a leak where the antifreeze cooling system was and there was a cracked taillight on my car. I took it back to the shop, and they said I had to make an appointment, even though I already registered for an appointment. The service manager said they weren't going to fix my vehicle. So, I took my vehicle to ********* on October 25, 2024. They were able to fix my cooling system and removed and adjusted the hose and clamp to my vehicle. That was $222.86. But since Napleton ************** wasn't able to fix my vehicle in the proper manner, I wanted a refund of $1,895.75. That amount applies to me having to rent a vehicle while my car was at their dealership. But I haven't heard from the dealership about me having to rent a vehicle while my car was in their possession. And I haven't had any contact from the establishment.

  

  Business Response

  Date: 11/25/2024

  Thank you for bringing this matter to our attention. On September 19, 2024, we completed an engine repair on Ms. ******* ************ 2019 *** ********* There were no visible leaks or related issues with the vehicle at the time of the repair. Ms. ************ rental vehicle was covered under her *** warranty while her vehicle was being serviced.
  
  Following the repair, Ms. ********** drove her vehicle for over a month before reporting any concerns. When she returned to the dealership, we advised her that any necessary repairs unrelated to the original repair would not be covered under the manufacturer's warranty. The service staff encouraged her to leave the vehicle with them for inspection, offering to address her concerns as soon as possible. However, she declined to leave her vehicle at that time.
  
  While we regret that Ms. ********** experienced further issues, it is important to note that the subsequent coolant hose and clamp identified at an outside repair facility were unrelated to the work performed during the original repair. 
  
  Kind regards, 

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 22563263
  
  I am rejecting this response because: I want to be rental reimbursed for the money I spent on Rental Cars.
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 04/11/2025

  Thank you for reaching out. For assistance with your concern, we kindly recommend contacting *** Customer Support directly to open a case. They can be reached at ****************.
  If there's anything else we can help with, please let us know.
  

  Best regards,

• Initial Complaint

  Date:11/15/2024

  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 Oct 27, 2024, I had agreed to make a purchase on a Jeep Gladiator. As part of the agreement which details numererous line items. the sheet has listed the final selling price of $16,030.36. We had asked *******'s to upgrade the Tires to 35" and as part of that they price was $2,500 for 5 tires and speed omter calibration was added. that would have brought the price to $18,500. I declared that $17,500 I would be all in on the overall price I was willing to pay and ****** to the contract signed it and paid $1,000 ******* on that agreement. On Oct 31, 0224, I took Ownership of the car. paid the remaining balance plus the cost of a extended warranty. However the problem. Still to this date, I do not have the 35" tires that they agreed to. No appointment to bring it in and have them installed, I have tried to call and follow up, calls are no longer followed up on. all I am asking is the following: Either follow through and install the set of 5 35" tires, or simply return that money. I do not believe I am requesting anything outside of what I agreed to purchase the vehicle in the first place.