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

  
• 

  Hyundai of Carmel

  4200 E 96th St Indianapolis, IN 46240

  
• 

  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:10/23/2024

  Type:Product 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 new vehicle in Jan 2024 from Napleton ******* in *********. The paperwork submitted by financing to *************** was $2000 more than it should have been. *************** eventually refunded the $2000 to the dealer. However I paid the vehicle off before the refund was issued. I over paid by $1950.97. ******* sent me a check for $409.23. I also paid $141.43 in interest which leaves an over payment of $1400.31. A second issue is that I put down $500 to hold the vehicle as it wasnt at the dealership yet. That $500 was not credited in any of the paperwork. So the dealership owes me a total refund of $1900.31. $1400.31 over payment on financing and $500 down payment not credited.;I have tried to contact Napleton ******* in Urbana multiple times since Sept 3, 2024 through the finance department, customer service and the **. There has been absolutely zero response. On Oct 15 I left a voicemail for ******* ********* at the corporate office. As of today (Oct 23) there has still been no response. I would like the courtesy of being responded to, an explanation of why they don't believe I overpaid, and a refund of $1900.31 The total lack of any response from so many different people within this organization is quite disappointing as a way to conduct business with a customer. It certainly wasn't that way when I was in the market for a new vehicle.

  

  Business Response

  Date: 11/11/2024

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

  Kind regards, 

  Customer Answer

  Date: 11/11/2024

   
  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 ***** has been resolved.
  
  Sincerely,
  
  **** *************

• Initial Complaint

  Date:10/20/2024

  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.

  After four visits to Napletons **************, my car is still not fixed.8/28/2024 (Invoice #******)2021 KIA ********* in for 60k mile service, alignment and brake flush, no other issues. Car was serviced, no recommendations for repairs.On the drive home, it had a loud thumping noise that got worse on the highway. The NEXT DAY, I called the dealer and told them of the issue. It was Labor Day weekend and they were booked so I made an appointment to have it looked at after Labor Day.9/5/2024 (Invoice #******)Took car back to dealership and they confirmed the noise/vibration due to cupping on the tire. They also said the shock absorber was leaking and probably caused the tire cupping. They moved the tire back to its original position until I could replace the tire and shock, which they had to order. They also Performed Alignment Check Vehicles alignment out of spec brought alignment back into spec. No other recommendations for repairs.9/20/2024 Never received a call about the shock so I called to check. 9/24/2024 (Invoice #******)Car in to dealer to install the shock. Advised it would need ANOTHER alignment after replacing the tire, totaling 3 alignments in less than 30 days. No other recommendations for repairs. The next day there was a new issue, the car was pulling to the left. Called back, they said it could be the tire, bring it in and well take a look. 10/1/2024 Car back in for pulling to the left. Received recommendations for $1,003 worth of repairs including a front end alignment (had 2 within 30 days) and a brake system flush (had one on 8/28/24). I decided to handle in person and asked to speak to a manager. The manager/director was gone for the day (of course!) when i got there. ****** ***** tried to explain what happened and resolve the issues. He patiently listened to my concerns, but couldn't authorize anything. 10/3/2024 No response from dealer, filed complaint #******** with *** Corporate. As of 10/20/24, still no response.

  

  Business Response

  Date: 11/09/2024

  We ask ***** ****** to return the call of our Customer Experience Manager **** ******** or email her at **************************************************************************.

  Kind regards, 

• Initial Complaint

  Date:10/18/2024

  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.

  I went in to receive an oil change and tire rotation. My left drivers side tire was at 29 very low. I did not have time to add air. When my service was completed, I began driving my vehicle and the low tire pressure came back on. I realized it was the same tire. I use this company for both maintenance of my vehicle and feel they are not rotating my tires and this time I have proof by my same tire on the same side. I would like my refund for all my tire rotations due to believing they have not done so each time.

  

  Business Response

  Date: 11/04/2024

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

  Kind regards, 

• Initial Complaint

  Date:10/18/2024

  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 recently purchased a vehicle from them. It has been less than a year and I have had numerous issues - wiring, safety issues, it randomly slams on brakes, and numerous wiring and safety issues going on. Every time I turn on my vehicle, the dashboard warning lights come on. I tried to work with them as far as purchasing the vehicle back from me and it seems that they want me to continue with this vehicle that is not working properly. I took my vehicle in to see why I&#**;m having issues and they couldn&#**;t find anything. Now they said they found issues and want me to pay for it. I have a warranty and they say it doesn&#**;t cover the issues with my car. I talked to the general manager saying it almost cost me my job and got a smug remark from him. They have sold me this vehicle with numerous recalls. I recently had it fixed but it has not helped with the issues with this car. I have tried to work with them but now I have no choice. I would like a refund.

  

  Business Response

  Date: 12/03/2024

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

  Kind regards, 

• Initial Complaint

  Date:10/16/2024

  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 pre own vehicle (Acura MDX) from this dealership. Was told a few times that the car has 2 keys during test drive and before I agreed to start the buying process. The car seller also mentioned and shown us the car key tag said 2. However, When we got the car, we were only given 1 key and they said they would look for the 2nd key. Spoke to the manager and he said to email the front and back of the key that we had to the seller. When i came to pick up the title 2 weeks later, the seller said he didnt receive my email with the key pictures. So I asked him to take the pictures of the key with his phone right there and give it to the manager. 2 weeks passed, I called and left a message and didnt hear back from them. I purchased the vehicle on Sept 10th.

  

  Business Response

  Date: 11/04/2024

  *** ****** worked directly with the Platform Director *** ******** to resolve this concern. 

  Best, 

  Customer Answer

  Date: 11/08/2024

   
  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:10/16/2024

  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.

  We went to off lease and purchased a vehicle on 8/26/2024. Not even a week later the car starts to have issues. This is a 2020 *** optima with only 65k miles on it. The heat goes out and wont blow hot air and the engine runs extremely cold. I tell them about this issue and their response was to take it to their shop and file a claim with our extended warranty. That in itself is terrible customer service. Fast forward to the date I have to drop it off and they tell me because its a *** that I would have to take it to their Napleton *** shop across the highway, so I did. They had my car for THREE WEEKS, with no rental or courtesy car. There is no reason why my car should have been kept for that long. I called every day just for them to tell me it is next to get looked at and the person I was working with was on vacation so no one knew what was going on with my car. Again, terrible customer service. Fast forward to when they tell me the issue with the car and say that they think its the heater core and that they need to flush it out. Then proceed to tell me that its not covered under warranty and I will have to pay out of pocket for it over $400. I shouldnt have had to pay a single dollar. But anyways, the day after I get the car back its having the EXACT same issues. *** about you but its cold outside and driving a car with no heat is torture. I call back and they tell me I need a new heater core. So you sold me a car knowing it had issues with it and refused to fix it and made me come out of pocket for something I should not have had to. But has no problem sending me an email every week asking for a positive review from me. Im going to do everything I can to make this an issue for you even if that means getting a lawyer involved and I absolutely will leave a review on anything I can do people know to avoid buying a car here.

  

  Business Response

  Date: 11/04/2024

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

  Best, 

• Initial Complaint

  Date:10/16/2024

  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.

  Due to lack of communication from the retailer/dealer, I know have a financial loss of $1000 from Enterprise rental car company. I had to rent a vehicle to get back and forth to work. I did make contact on 10/10/24 by driving up there only to be told that my car has not been looked at, and that the service tech will be pulling it in on Friday 10/11/24 for diagnostic testing. Still no follow up phone call/email or even text message. This is totally unacceptable from Gensis. At the time of my drop off appointment on 10/2, I was told there was a back log of 5 days. I agreed to leave my car their because of the issue I was having and it did not make sense for me to bring it back home, and then eventually would probably have to have it towed to the dealer. Mind you I had to rent a car from 10/4-10/15/24 so that I could get back and forth to work. I returned that vehicle back to Enterprise on 10/15/24 because I could not afford to keep it another day. This has cost me a financial loss of $1,000. I am so disappointed in ******* and the lack of consideration for their customers, I wouldn't even care how long they had t keep the car as long as I was in a loaner at their cost. It's not my fault that there is a back log, or that ******* only have 2 dealerships here in *******. What I am asking Napelton of Carmel/******* to do for me is reimburse me for my financial loss of renting a car, and mind you as of today I still have not heard from anyone, nor do I have any transportation. This a top of the line company I would have never thought I would be treated in this manner.

  

  Business Response

  Date: 11/04/2024

  ******* ******* has an appointment on 11/05/2024 to resolve any outstanding concerns. 

  Kind regards, 

• Initial Complaint

  Date:10/14/2024

  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.

  Terrible communication and service.

  Customer Answer

  Date: 10/14/2024

  Ive attached a document that gives full details on my complaint. There was not enough room to write my complaint in a box. I did not reject any resolution from them. They didnt seem to want to work on my vehicle. So, since its was just sitting at the dealer which they did not perform any repairs after being there almost 4 weeks. I need my vehicle so I found someone who could repair it.

  

  Business Response

  Date: 11/02/2024

  Thank you for the opportunity to respond to Ms. ***** ******* complaint about her recent service experience at Ed Napleton Automotive Group.
  Per the insurance estimate provided for Ms. ******* vehicle, the insurance company mandated the use of used and aftermarket components from specific suppliers, including KSI *******, Keystone *******, Korean Body Supply in *******, Original One - Recycled in *****, and ********** Auto Parts in *********************While our parts department worked diligently to source these components, most of them were unavailable from the specified suppliers. We did secure some parts through our local source, LKQ, and our advisor, ****, sought further approval from the insurance company to use new components. However, the insurance company directed us to adhere to their original estimate and to notify them only if additional parts were needed.
  
  On September 30th, our Service Manager, *****, communicated these issues directly to Ms. ***** and advised her to contact her insurance company for an extension on her rental vehicle due to the delays caused by part sourcing. ***** actively engaged with Ms. ***** to explain our constraints and suggested solutions to mitigate the inconvenience. Two estimates were provided to her: one for OEM *** components and another for the available aftermarket parts.
  
  On October 5th, Ms. ***** visited the dealership for an update. During this visit, she expressed frustration with the delays, and **** reiterated the available options. At the end of the discussion, Ms. ***** decided to have her vehicle towed out, as she did not want to incur costs beyond what her insurance would cover. **** informed her there would be a restocking fee for the parts already delivered. The vehicle was subsequently towed on October 7th at her request.
  
  We understand the frustration Ms. ***** experienced and the challenges she faced. Our team was committed to transparent communication and providing solutions within the guidelines set by her insurance company. We stand by the professionalism and thorough communication of both ***** and **** throughout this process, and we remain dedicated to resolving this issue.
  
  Sincerely,

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22420775
  
  I am rejecting this response because:

  They dont communicate. This was the major part of my complaint . They lied to me stating they worked my vehicle and they didnt. I would call and they didnt return phone calls or messages. I had to physically visit the facility to get answers to my questions. If they would have advised me of the trouble they were having, I would have went to my insurance. When I finally did get the opportunity to advise my insurance of what went on, my insurance said all they needed to do is submit supplement. The repair facility I ended up taking it to had my vehicle back in a week. They didnt have a problem finding parts and the estimate was more money and they just submitted paperwork to my insurance and there was not issue with them contacting my insurance. I didnt have to come out of my pocket for anything. The body shop I took my vehicle to perform the repairs is the body shop *** ******* sent it to. This dealership is awful. All in the same week I visited the dealership which was twice in one week, two other consumers were arguing with them about service. Ive been going to this dealership for over 15 years. Within the last 2 years since theyve changed management, the service has been horrible! They are liars. I will never deal with them again. You can see all the reviews of angry consumers having similar complaints. Its a shame. This experience has pushed to to not buy another *** period. 

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

  

  Business Response

  Date: 11/09/2024

  Thank you for the opportunity to respond to Ms. ***** ******* complaint about her recent service experience at Ed Napleton Automotive Group.
  Per the insurance estimate provided for Ms. ******* vehicle, the insurance company mandated the use of used and aftermarket components from specific suppliers, including KSI *******, Keystone *******, Korean Body Supply in *******, Original One - Recycled in *****, and ********** Auto Parts in *********************While our parts department worked diligently to source these components, most of them were unavailable from the specified suppliers. We did secure some parts through our local source, LKQ, and our advisor, ****, sought further approval from the insurance company to use new components. However, the insurance company directed us to adhere to their original estimate and to notify them only if additional parts were needed.
  
  On September 30th, our Service Manager, *****, communicated these issues directly to Ms. ***** and advised her to contact her insurance company for an extension on her rental vehicle due to the delays caused by part sourcing. ***** actively engaged with Ms. ***** to explain our constraints and suggested solutions to mitigate the inconvenience. Two estimates were provided to her: one for OEM *** components and another for the available aftermarket parts.
  
  On October 5th, Ms. ***** visited the dealership for an update. During this visit, she expressed frustration with the delays, and **** reiterated the available options. At the end of the discussion, Ms. ***** decided to have her vehicle towed out, as she did not want to incur costs beyond what her insurance would cover. **** informed her there would be a restocking fee for the parts already delivered. The vehicle was subsequently towed on October 7th at her request.
  
  We understand the frustration Ms. ***** experienced and the challenges she faced. Our team was committed to transparent communication and providing solutions within the guidelines set by her insurance company. We stand by the professionalism and thorough communication of both ***** and **** throughout this process, and we remain dedicated to resolving this issue.
  
  Sincerely,

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22420775
  
  I am rejecting this response because: They were dodging phone calls and they are not accompanying to their customer. I'm highly disappointed in the service I've received as a customer. I am not satisfied with their response. How could the second body shop could find the parts and they couldn't. 
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/11/2024

  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.

  Complaint Regarding Title, Registration, and Contract Issues I am writing to file a complaint against Napleton Urbana ******* for failing to provide my vehicles title, registration, license plate, and finalized contract, as well as for discrepancies in the tax documentation.On June 20, 2024, I purchased a 2022 ****** Altima (VIN:*****************,Stock #: PBCT09422) from Napleton Urbana ******* for a total of $21,632, which included all fees. I made a $3,000 deposit via debit card and paid the remaining $18,632 by check. The vehicle was delivered to me on June 21, 2024, after full payment was made.Since then, I have only received a temporary plate that is valid for three months(767AB686). Despite my numerous calls to **** **** (Manager) and **** ******* (Salesperson), I have been given inconsistent updates. They assured me that the title and registration were either settled or in *********** September, I contacted the Illinois Secretary of State and was informed that the title transfer was initiated on July 8, 2024, but they had not yet received the payment or necessary documentation from the dealership. To date, I have not received the completed documents for the title, registration, or license plates.Furthermore, I am concerned about discrepancies in the contract and tax documentation. After reviewing the tax documents, I noticed that the amounts listed did not match what I actually paid. I raised this issue with the dealership, and they agreed to revise the contracts onsite, assuring me that corrections would be made. However, I have not received a finalized copy of the contract, despite signing all documents provided to me at the time of *********** has now been nearly four months since my purchase, and these ongoing issues have caused me significant inconvenience and frustration. I am requesting your assistance in ensuring that Napleton Urbana ******* completes the title and registration process and provides me with the finalized documents promptly.

  

  Business Response

  Date: 11/04/2024

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

  Kind regards, 

  
  

• Initial Complaint

  Date:10/10/2024

  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 10/20/2023 I purchased a brand new 2024 ********** Tonale Ti from ** Napleton Italian Imports in ************. After 5 months and nearly 5100 miles, the car started having problems indicated by an array of warning lights. On March 19, 2024, the dealer took the car to their service shop in at their dealership in ************ and attempted to fix the problems for six months, after which they claimed to have fixed the car and returned it to me. Drove the car for 5 and a half DAYS when all the initial warning lights plus a new ones such as a red turtle indicated diminished performance, service engine light, transmission light, battery light, etc. lighted the dashboard. Called the dealer repeatedly and was told they did not have a loaner but would work on it. After a week, on September 25, 2024 the car DIED!!!! in the middle a busy intersection at 5:15 p.m. It took three police officers and two police cars to keep me and my son who was in the car safe till the car was towed to my house. The next day, the dealer sent a tow truck and towed the car back to the dealer service shop where the car SIT NOW!!! Even the service department is at a loss after SEVEN months what to do with the car. With the exception of the service manager, I have received NO HELP OR ASSISTACE OR COOPERATION from the dealership or the ** to resolve this problem. The car clearly and fully fits as a LEMON at least under my state's law and yet no resolution or help is coming either from the dealership or **********. I Have reached to **** customer service and was told today that my request for resolution was denied with NO EXPLANATION. Indiana Lemon Law says .. if the dealer cannot fix the problem in 30 days, They have not been able to solve the problem in SEVEN TIMES 30 DAYS!!!!!

  

  Business Response

  Date: 10/15/2024

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

  Kind regards, 

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22408808
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

  The business's response is at best a "NON-response!"  After 7 months of trying to fix this car (please see original complaint for full detail), and the car sitting at the dealer's service department, a more substantial response and explanation is needed.

  The business must clearly explain their plan of action and a reasonable timeline to accomplish this plan.  Furthermore, what, if any, outcomes are expected as the result to remedy and correct the problem.  After 7 months of dragging feet and the great inconvenience and lack of customer service, a mere **** ******** is working with the ** to resolve the issue"  is right down insulting.  I **** ********) have been trying to do exactly that for the past 7 months with little or no efforts on the part of the dealership (except for the service manager).  It is past due for some action and RESULTS.

  

  Business Response

  Date: 11/04/2024

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

  Kind regards,