Complaints
This profile includes complaints for Ed Napleton Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 720 total complaints in the last 3 years.
- 210 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/09/2024
Type: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 vehicle from the ***** of Milwaukee Dealership on September 13th 2024. When i got to the lot I saw the car and thought the Carfax had said it had been in no accidents there was damage to the front left bumper. When purchasing the vehicle i was told that they would try to fix the bumper, so i brought the car in to get it detailed and then I talked to the service person i believe his name was *****. ***** told me that he was going to get the car sent out and have it looked at and fixed, and also i mentioned some other things that i found in the car the Rear Driver Side Headrest was malfunctioning and there was a crack in the passenger door Applique. I was told that parts for theses things would be ordered. Now they would have taken the car then and there to have it sent out i was told but i wasn't 21 at the time (my birthday is ***********) so I could not be given a loaner to use while they had it. So i was told that i would be called when they figured out how to get me a loaner and my car sent out at the same time. It is now October 9th 2024 and i have been texting with the woman that sold me the car ********* **** and id been texting her without response from the 25th of September, now today i text again about not having received word about the service i was told would happen on my car and now im being told that i can go to a salvage yard and look for the parts and that she never knew about any parts being ordered. I spent a total of ****** on this 2014 ********** Tiguan Sel 2100 debit and 8700 through a **** car loan. I would just like to have my situation resolved and it seems like i have to go through you guys to get that.
Business Response
Date: 11/02/2024
****** ****** is working directly with the General Manager ******* ******* to resolve this concern.
Kind regards,
Initial Complaint
Date:10/05/2024
Type: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.
Tuesday September 24 2024 As part of the process of evaluating a car I wanted to evaluate prior to buying, I was informed I need to sign a credit. The dealership promised not to file a credit check ( which I had signed until I selected a car to purchase). I was examining an Avalon, but decided it did not meet my needs. I told the salesman I needed to evaluate the sound system before proceeding with a credit check. I emphasized I did not want to check my credit until I evaluated the car in detail. He agreed. My last step what to compare the sound system of the Avalon I own with the one owned by the dealership. It was not as good as mine, and since that was a very important criterion to me, the car (a used Avalon) was not suitable and I told the saleman (sounds like Avener). I did not want it and to not procede with any credit check as I had previously instructed. At the exact time he and iI listened to my sound system and I found the one in the Dealerships care less desireable, I asked if my credit had been checked, he said "no". I said it did not want it checked and he said it would not be. The next morning I I received email contacts from four credit unions that my credit had been checked and had changed as a result. This incident damaged my credit. I had not hard inquires for a year or so .I repeatedly over four days tried to contact a manager at Napleton's North ************* left many telephone message to see if the issue could be resolved as a mistake on their part to the credit agencies, but did not have any replies from the manages of Napleton's North ************* I would like for them to contact the credit agencies to reverse their mistake. My ability to buy an automobile depending on the excellent credit that I have built over many years has been harmed.Business Response
Date: 10/26/2024
***** ***** is working with ***** ******** & ***** ***** to resolve this concern.
Kind regards,
Initial Complaint
Date:10/05/2024
Type: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 learned my ***** Blazer that I bought from them back in August 13th (and probably driven a total of 9 or 10 days) needs a new torque converter costing me nearly $3,600. I have now had four major issues with this vehicle in that span totaling $6,400. While I understand things can happen to both used and new vehicles when theyre driven off the lot, this has gotten out of control. They repaired my radiator, but Ive had to cover my thermostat, temperature sensor, and now have to replace a torque converter that I cannot afford. But here is what really bothers me. When the vehicle was brought in for the radiator and temp sensor issue, I was informed by my salesman that things were going to be taken care of by them. Upon picking up my vehicle, one of their technicians said that the sensor was just acting up which was the opposite of what another ***** dealer told ******* (my car salesman) and their technicians. Having this knowledge, they decided just to do the radiator leaving me with the sensor and thermostat repair to my surprise. I was lied to when they knew exactly what it needed and they took the cheaper route by just repairing one of the problems. I thought the least they could do after all of this is split the cost with me on the torque converter after putting a vehicle on their lot with these many issues. *** ***, the sales manager, met with us in person the other week to talk things over. During the meeting, he seemed very empathetic towards my situation. However, just after a few days, he changed his position drastically and said that he and the ** (***) is not helping with the cost whatsoever. As I read one of the other reviews on ******, I noticed that they claimed everyone of our vehicles goes through a thorough inspection process and are ready for retail purchase. As a customer, all I can do is research the vehicle, look at the carfax, take it for a test drive and trust them when they say that their vehicles are properly looked over.Business Response
Date: 10/26/2024
Thank you for bringing your concerns to our attention. We take all feedback seriously and strive to provide a fair experience for all our customers. However, after numerous discussions and careful consideration, we have determined that no further resolution can be offered.
We have already reviewed and addressed the concerns raised during the initial stages, and we sincerely regret that this outcome has not met your expectations. Given the repeated nature of our complaints and actions, we cannot offer further assistance or engage in additional dialogue on this issue.
We stand by the quality of our vehicles and our inspection process. Our team has done everything within our capacity to address your issues fairly. As a result, we consider this matter closed from our end and will not be making any further comments or actions.
Kind regards,
Customer Answer
Date: 10/28/2024
Complaint: 22385300
I am rejecting this response because:People should know and be aware of your business practices and ethics. You sold a vehicle to a customer with multiple and major issues while standing by your inspection process which is clearly done horribly given my situation and other reviews Ive seen. Instead of working with a customer 50/50 on this to avoid all these negative reviews, you guys chose a different route. After speaking with managers over at ***** and ***** they are appalled at what has happened and they informed me that if this situation were to arise with them, they would have worked with their customers so that they may earn their business for life. For the Napleton group and the people at ***** of **********, this clearly isnt their goal.
Sincerely,
****** *******Business Response
Date: 11/02/2024
Thank you for bringing your concerns to our attention. We take all feedback seriously and strive to provide a fair
experience for all our customers. However, after numerous discussions and careful consideration, we have
determined that no further resolution can be offered.We have already reviewed and addressed the concerns raised during the initial stages, and we sincerely regret
that this outcome has not met your expectations. Given the repeated nature of our complaints and actions, we
cannot offer further assistance or engage in additional dialogue on this issue.We stand by the quality of our vehicles and our inspection process. Our team has done everything within our
capacity to address your issues fairly. As a result, we consider this matter closed from our end and will not be
making any further comments or actions.Kind regards,
Customer Answer
Date: 11/03/2024
Complaint: 22385300
I am rejecting this response for the same reasons I stated before.
Sincerely,
****** *******Initial Complaint
Date:10/03/2024
Type: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.
Dear BBB,I am writing to seek your assistance regarding an ongoing issue with my vehicle, which has been in the shop for repairs since May 11, 2024. As of today, October 2, 2024, I have yet to receive any updates or communication regarding the status of my vehicle.The dealership has informed me that the clutch was malfunctioning and required replacement, which prompted the extended service. However, since my vehicle was taken in for repairs, the lack of communication has been incredibly disappointing. I have not heard from either the corporate office or the dealership, leaving me in the dark about the progress of the ********** attempts to reach out for updates have been met with silence, and this ongoing uncertainty is extremely frustrating. I have shown considerable patience throughout this process, but I am now at a point where I need assistance to resolve this matter.I kindly request your help in addressing this situation and facilitating communication between myself and the relevant parties. Your support in this matter would be greatly appreciated.Business Response
Date: 11/11/2024
Please ask ********* ******* for more information on what location they are having a concern with, what phone number & name was used. We have reached out to ********* ******* with no response.
Kind regards,
Initial Complaint
Date:10/02/2024
Type: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 bought a used 2016 GMC Yukon on 8/3 paying CASH. After buying the Yukon it took until 8/7 to accept delivery (4 days to preform safety and inspection and oil change) As of today 10/2 the state maximum allowance on Missouri DOR form 5620 Napleton mid rivers CJDR has failed to get me the title. I am now holding a vehicle with expired temporary tags, my city can start fining me for an unregistered vehicle on my property and the state will apply late title fines. The sails man ******* ****** of Napleton mid rivers **** offering paying title fines does not cover the hardship created in having an unusable vehicle after investing in not only buying the vehicle the, ****** services, spare keys, floor mats, tires, battery and, repairing the rear entertainment screen. So much for a useable family vehicle. I have contacted the General Manager ***** ****** of the dealership both by voice and text with no response.Business Response
Date: 10/22/2024
****** ****** is working directly with *** ******** and his staff to resolve this concern.
Kind regards,
Customer Answer
Date: 10/23/2024
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:09/30/2024
Type: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 used SUV on June 18, 2024, with very limited factory warranty and the purchase of an extended warranty. On August ****** the vehicle started having mechanical problems, I took it to a different jeep dealership but due to a clause in the extended warranty contract the vehicle had to go back to Napleton for repairs. On September 30, 2024, I was told that both of the vehicle's batteries needed replaced, both rear wheel bearings were leaking and needed replacing, as well as the alternator was in need of replacement. This vehicle was not properly inspected before being put up for sale by the Dealership, and I feel it is the responsibility of the dealership to cover the cost of repairs for the vehicle. Napleton is not a secondhand car dealership, and I would have never expected to receive such a botched vehicle.Business Response
Date: 10/07/2024
******** ******** ******* is working direclty with the General Manager **** ******** to resolve this concern.
Kind regards,
Customer Answer
Date: 10/10/2024
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:09/30/2024
Type: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.
Told me they would fix my oil leak for me, kept putting me off for months, i have paid them over 6000 dollars for repairs for a nightmare car they sold me, all of this in the first few months. they kept car in their shop for over 5 months. I contacted ***** Caitlen at least 8 times an never returned not one call, he is general manager. Oil leak has never been fixed yet an he refuses to do it.I have a text message that said he would fix it an i have confirmation emails from them that i did contact *****Business Response
Date: 10/07/2024
Lanie Benton is working directly with the Service Director Madhur Bawa to resolve this concern.
Kind regards,
Initial Complaint
Date:09/29/2024
Type: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.
Issue: 2nd key was kept without my permission (theft). 9/12/24: purchased a 2021 Jeep Renegade. The purchase included two keys. The vehicle was delivered 9/19/24 with the two keys. The car would not start and it was picked up that evening with the two keys. The car was redelivered 9/13/24 with one key. I inquired and was told the key was kept to protect me from getting stranded since it didnt work properly? I said that was not satisfactory. They have no right to make a decision regarding the key that belongs to me. There was no discussion about the key prior to them deciding to keep it. I wrote emails, text, and called to get the key returned. As of today, 9/29/24 no one has responded to any of my correspondence. The key has not been returned.Business Response
Date: 10/07/2024
Phyllis Harris has worked direclty with the General Manager Mike Terzo to resolve this concern.
Kind regards,
Initial Complaint
Date:09/26/2024
Type: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.
My vehicle has been at Napleton Mid Rivers Chrysler Dodge Jeep Ram since 08/21/2024 for a warranty repair without a trusted date of completion. I've been given three estimated completion dates (9/6, 9/12, 9/24); repair delayed each time. My advisor doesn't initiate contact with me to provide updates. Each time the estimated completion date passes, I'm the one that calls in or shows up at the dealership for an update. When I call for an update, my advisor tells me that he has to run to the back to check with the technician and will call me back. Often, I don't receive a call back and I have to follow up. From the beginning, communication has been poor. I never received a call after my vehicle was diagnosed. On 8/30/2024, I found out from a technician that parts were ordered even without calling me to let me know the issues. I'm assuming customer authorizations aren't needed for warranty repairs, but the lack of communication is unprofessional. I requested a printed diagnosis report from my advisor, and he didn't have a way of doing that.The most recent estimated completion date was 9/25/2024. Today is 9/26, and I haven't heard from the dealership. It's taking an unreasonable amount of time to repair my vehicle. I want my repair completed.Business Response
Date: 10/07/2024
******* ******* is working direclty with the Service Director ****** **** to resolve this case.
Kind regards,
Customer Answer
Date: 10/09/2024
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:09/23/2024
Type: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.
Ive been waiting on recalls to be repair my car 2013 ****** . They havent call me with an update on the status on the vehicle. Its been over months . vin for the car is *****************.Business Response
Date: 10/07/2024
Kia Motors America has declined the engine replacement request for your vehicle as the engine was found not to be the original equipment (OE) engine. Unfortunately, this decision cannot be appealed at our dealership level. We understand how frustrating this situation may be, and we recommend contacting Kia's Customer Recall Hotline at 1-800-333-4KIA (4542), available Monday through Friday from 5 AM to 6 PM PST, for further guidance and support regarding your case.
Kind regards,
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