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

  
• 

  Wyoming Valley Porsche

  1470 Highway 315 Blvd Ste 3 Wilkes Barre, PA 18702

  
• 

  Napleton's Collision Center of Wyoming Valley

  2150 Sans Souci Pkwy Wilkes Barre, PA 18706

• 

  Napleton's West Palm Hyundai

  2301 Okeechobee Blvd West Palm Beach, FL 33409

  
• 

  Napleton Northlake Kia

  3626 Northlake Blvd Palm Beach Gardens, FL 33403

  

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:09/19/2024

  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.

  My vehicle was dropped off at their service center on 5/28. My initial reason for scheduling service was to get a full comprehensive vehicle report. A couple of days prior to dropping it off. The clutch pedal went soft. However, the vehicle was still driving. I drove it into service and pointed out the clutch. The performed their review and provided me with a repair list. From their direction, I elected to fix the slave clutch cylinder. Within a week, I received a call stating they also needed to replace the master cylinder. No problem. Weeks later they called for the brake master and the brake lines. Still, I followed their direction. Then the caliper fitting broke, that and the brake lines to the caliper need fixing. Still, I followed their direction. The initial estimate of $700 inflated to $5300. A total of 3.5 months passed and they texted me saying the vehicle is ready for pick up. The invoice I received was $6500 (image provided). I called to question the new price and the advisors argued they had already advised me of the new price. They had not. After more push back, they confirmed I was sent the wrong bill. They were pushing for my car to be delivered to me but I politely declined as I wanted to drive it. I went in to pick up my car, was rushed to the cashier to pay my bill and then was walked outside to see my car. I immediately noticed damage to the interior of the vehicle. The vehicle was also now inoperable. It would not enter any gear. None of this was disclosed to me. They told me they put the car in gear and then turned it on. Since the clutch pedal no longer worked, the car would have immediately been thrusted into driving. This would absolutely cause damage to the transmission. Now they are saying the car needs additional work revolving around the clutch and ************ They have refused to take ownership for their blatant missteps, are refusing to fix the vehicle and refusing to replace the damaged parts.

  

  Business Response

  Date: 10/11/2024

  We have carefully reviewed your concerns regarding the service and repairs performed on your vehicle. Upon your vehicle's arrival at our service center on 5/28, an inspection revealed multiple issues, including problems with the clutch pedal and shifter. These issues were documented with supporting video evidence. During a phone call on 6/4/24, our service advisor informed you that the vehicle required a clutch replacement and other repairs. You authorized the replacement of the clutch master and slave cylinders but did not approve the clutch and flywheel replacement then.
  
  We understand your concerns and are committed to resolving them. You mentioned interior damage, specifically the warping of your aftermarket dash cover and bubbling of the instrument cluster cover, which you believe was due to prolonged exposure to sunlight while the vehicle was in our care. However, our inspection videos show that while some warping was present prior to service, it had not progressed to its current state. In response, we offered to replace both the dash cover and instrument cluster panel at no cost to you, as well as provide a discount on the clutch replacement. You declined these offers. Additionally, at your request, we arranged to have your vehicle towed back to your residence at no cost.

  Kind regards, 

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22309579
  
  I am rejecting this response because:

  The vehicle was driven in due to a mushy clutch pedal and request for a full inspection of the vehicle. The inspection that I requested was not provided to me in full in a timely manner until I came in to pick the car up and expressed my displeasure. They were withholding information from the customer. Additionally, the conversation I had with your service *** indicated that when the mechanic drove the car, they felt it stuttering. I informed the *** that when I drive the car it does not stutter. And the only reason it would stutter is because they are introducing gas too soon during the shift. Still, I'm glad we are both confirming that the car was driving when I brought it in and during the time the vehicle was in your possession. After they "completed" the work I confirmed, they did not advise that the vehicle is no longer driving. They advise me it was ready for pick up. Again, withholding information to the customer about the actual status of the vehicle. 

  Secondly, the damage to the interior of the vehicle was not disclosed to me and was blantly withheld until I pointed it out. While the initial conversation was that they were going to "make things right", every subsequent conversation was that they were not responsible. Your service manager told me that they would NOT ***lace any of the damage to the interior. Your statement about me refusing the ***lacement is a bold faced LIE.

  Never once was I provided with an actual solution. Every conversation I had started with your service manager telling me I needed to spend more money. Not apologizing for the miscommunication or lack of information provided. There was a statement made regarding a potential discount to the clutch work. However, I was never provided any details or plan as to what that would entail and what kinda of discount they were referring to. All of this while never accepting responsibility for misleading and misinforming a customer. Also, when moving the car out of the shop, the service *** admitted to starting the car in first gear. Since we know the clutch no longer engages the transmission, we know the car started engaged in first gear. Are you denying that any damage could incur from this irresponsible action?? The service manager indicated there could be damage to the flex plate or the actual transmission.

  The reason I asked for my car to be towed back to me was because your service manager, after telling me they were NOT going to ***lace any damaged parts or take ownership for misleading me, told me the car is sitting in the building and "what do you want us to do with it". Since you refused to "make things right" and you washed your hands from this situation, my vehicle should not have to sit and further rot on your lot.
  

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

  

  Business Response

  Date: 10/20/2024

  We have received your concerns about the service performed on your vehicle. After a thorough internal review, this matter has been escalated to our legal department for further handling. Consequently, we will not provide any further responses through the Better Business Bureau or engage in direct communication regarding this issue outside of legal channels.
  

  We advise that any future correspondence or inquiries be directed to our legal counsel.

  Kind regards, 

• Initial Complaint

  Date:09/18/2024

  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.

  We drove our 2020 ******* Palisade to Napleton ******* because it was shutting off randomly, but there were no notification lights on so we couldnt self diagnose the issue. Upon arrival, we informed the service department we were intending to sell the vehicle. We paid for the preliminary inspection and they told us there was engine oil in the engine compartment. They suggested a de-sludging. We were assured this would increase the value and would eliminate the issues presently faced. Shortly thereafter the de-sludging was complete and we were charged. During the procedure the service team locked the engine rendering the vehicle inoperable. Despite having driven it to the dealership, the service team charged us for an inoperable vehicle without informing us we had an issue, then concluded by suggesting we tow it home! My pregnant wife and I were denied a rental car and had to call an **** home. After we complained we were told it would be handled through warranty services. For the next year Napleton kept our vehicle, constantly promising to pursue its repair while never actually doing it. During this time, nearly ten service employees were fired or quit, at least five were directly responsible for our cars care. We called, visited, and met with service team supervisors that all promised to rectify the situation, to no avail. Over the year our vehicle spent at Napleton ******* of ******* we had to **** to the emergency room, swap rental cars numerous times and ultimately were threatened by staff to return a rental or the police would be called as if wed violated terms. This was the most miserable process we have ever endured at the hands of a seemingly upstanding business. Beyond the $1,000+ paid to Napleton, we ended up having to pay nearly $6,000 to purchase a salvaged engine to accommodate the recent addition to our family. All the while, the dealer withheld information our engine troubles were due to a defective engine that was discontinued.

  

  Business Response

  Date: 10/07/2024

  Thank you for reaching out and bringing these concerns to our attention. We sincerely regret the challenges and frustrations you have experienced throughout this process. Our goal is always to provide exceptional service, and we understand that your recent experience fell significantly short of that standard. Your feedback is invaluable to us, and we are committed to addressing your concerns with the utmost care and attention.
  
  We apologize for the inconvenience caused by the issues related to the desludging procedure and the subsequent problems with your vehicle. The situation involving the extended service time, lack of communication, and the delay in resolving differs from the quality of service we strive to deliver. We are especially concerned by the difficulties you faced in obtaining transportation while your vehicle was being serviced and the need for more clarity regarding the engine's condition.
  
  We understand that these circumstances burdened you and your family, especially during such an important period. Please know that we are reviewing this matter internally to address any service gaps and prevent similar issues from affecting our customers in the future.
  
  Regarding your request for a refund, it is important to note that the engine desludging procedure was required as part of your extended service contract. For reimbursement or further compensation related to these costs, we recommend contacting your extended service contract administrator directly to discuss your options. We will be more than willing to assist by providing any documentation needed to support your claim.
  
  Kind regards, 

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22302443
  
  I am rejecting this response because:
  
  The desludging procedure wasnt required it was adamantly suggested by a careless service agent that neglected to disclose the possible consequences. Had we been informed we would have sold the vehicle without desludging. Additionally, we contacted the warranty company multiple times but, poor correspondence from Napleton delayed the process. Constant employee turnover and negligence were reoccurring themes. Furthermore, we were forced to replace the engine ourselves after a year of negligence and mistreatment. This is not excusable and we deserve to be reimbursed for the total cost of the engine replacement and installation. 

  Sincerely,
  
  ****** C. *****

  

  Business Response

  Date: 10/11/2024

  Thank you for reaching out regarding your concerns. We value your feedback and are committed to addressing your issues. After reviewing the details of your complaint, we would like to address the key points raised.
  
  It is important to clarify that vehicle maintenance, including any recommended procedures, is the vehicle owner's responsibility. In this case, the engine desludging procedure was necessary to proceed with the terms of your extended service contract, per a conversation with an agent representing your extended service contract company. Our records indicate that the procedure was required to be considered for coverage of the needed repairs.
  
  We understand that this situation has been frustrating for you, and we sincerely apologize for any delays or inconveniences caused. However, for a more comprehensive review of correspondence, we recommend that you contact your extended service contract administration office. They will be able to provide a detailed log of interactions and assist with any further questions.
  
  We regret that you had to replace the engine at your own expense. However, based on the terms of your service agreement, the desludging procedure was required, and as such, we cannot offer reimbursement for the engine replacement and installation.
  
  Please feel free to reach out if you have further questions or wish to discuss this matter in more detail.

  Kind regards, 

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2024 ********** in the beginning of August. I signed over paperwork that gave them the right to handle my title work, with their signed portion promising to get the title work done before my temporary tags expired. My temp tags expired two days ago, September 15th, 2024. I have not received anything to give me access to go get my registration and tags. I have called and checked the *** website and they have not received anything. I spoke with HR and she admitted on a recorded line that it is illegal that they broke their end of the contract, and now I have no choice but to illegally drive around with expired tags. I value my clear driving history and I am at risk of huge tickets for this, because of their lack of good business. They are neglectful and give me the RUN AROUND every time I go into their office or speak to any general managers. They ignore my calls, dont return them, dont return emails, and are completely avoiding me due to their faults.

  

  Business Response

  Date: 10/06/2024

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

  Kind regards, 

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22297177
  
  I am rejecting this response because:
  
  this business offered me $700 to sign an outrageous NDA. This offer was insulting and after speaking with my legal representation, that doesnt compensate a portion of the emotional turmoil and stress I was put under by Napleton *** of Fishers. I was repeatedly gas lighted, lied to, and tricked. The whole business is fraudulent and if they want to resolve with me directly then they should come up with something thats ACTUALLY compensating considering all of their actions will be disregarded since the beginning of the world. This business also used my maiden name instead of my married name, another reason why I cannot take anything they say or do serious. I would advise anyone to stay away from any Napletons.
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 10/11/2024

  We sincerely apologize for the frustration and inconvenience youve experienced regarding your vehicle's title work and expired tags. We understand the importance of maintaining a clear driving record, and we regret any distress this situation has caused.
  
  We ask that you contact our General Manager, *****, to resolve this matter. He is prepared to discuss a resolution that better addresses your concerns and ensures you receive the appropriate compensation.
  
  We appreciate your patience and look forward to resolving this situation quickly.
  
  

  Kind regards, 

• Initial Complaint

  Date:09/16/2024

  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.

  In July 2024, I purchased a used car for the ** Dealership, I was told I had to pay for extra add on that were not on the car.Window tint, Luxcare and Screen protection. You could clearly see there was no window tint on the car, I had to come back 2 weeks later to get it.But the Luxcare and Screen protection +glass enhancer was never applied to the vehicle. The deadership claim it's been put on by a 3rd party contractor, but wouldn't provide any information beyond that. You can obviously tell there is no coating what so ever on the paint or interior. They barely had the car in there possession, it still had auction stickers on the wind shield from where they're purchased it the day I test drove/bought, the car hadn't even been washed or cleaned. Also I've contacted Xzilon who makes the screen protection and was basically told that I probably don't have the screen protection because it was so easy to apply a hard screen protector onto the screen. (They said in an email "You may find difficulty in applying a plastic screen protector over our Touch Screen modifier, in terms of getting it to adhere properly.") My protector was easy to install and has had perfect adhesion for the last 2 months (because nothing was applied to begin with) I've contacted **, they said a manager would contact me (they didn't)I have them 30+days.Then I requested a refund of $1,994 for Luxcare and Screen protection refund. Have them 14 days.I then responded back and now my email has been blocked. Going this route before I go and make a small claims case, I'm hoping you can help resolve this issue.

  

  Business Response

  Date: 10/05/2024

  Markeven Swenson is working with Felicia Cordova to come to a resolution on this concern. 

  Kind regards, 

  Customer Answer

  Date: 10/07/2024

   
  
  Complaint: 22291780
  
  
  
  I am rejecting this response because:

  Nobody named Felicia Cordova or anyone from a VW dealership has emailed, text or called me at any point since my initial complaint to the BBB.

  
  
  
  Sincerely,
  
  
  
  Markeven Swenson

  

  Business Response

  Date: 10/11/2024

  We have thoroughly reviewed and verified the Luxcare and Screen protection installation as agreed upon at the time of sale. The customer returned to the dealership to complete the window tinting, and that service has been successfully provided. However, despite the dealership’s claims that Luxcare and Screen protection were applied.

  Kind regards, 

  Customer Answer

  Date: 10/14/2024

   
  
  Complaint: 22291780
  
  
  
  I am rejecting this response because:

       I was told it was not applied at the time of the sale and that I would have to come back later. (Same with the tint) After asking VW to remove the charges for everything including the tint that was not applied at the time of sale I was told it was impossible to remove and I'd have to come back to get everything. (As I did with the tint) At time of payment I once again tried to remove the Luxcare and Screen protector that was not applied. I can tell the manager was getting pissed off at this time, he then left and suddenly came back with "ohh I've been mistaken it was applied this entire time". He told me the company hires a 3rd party to apply it, and that everything is prepaid. I asked who applied it (what company) and if I could get a copy of the receipt showing they paid the 3rd party and when it happen. The manager said it would be to different to produce an invoice.

   

  Im asking VW now if they did apply it (which I doubt there is no coating on my screen what so ever, no coating on my paint, the car was purchased dirty, I doubt a car with Luxcare and the previous sales sticker on the windshield from where the dealer bought the car at auction would still be attached.)

  I ask VW to show the burden of proof of when the treatments were applied, and which 3rd party company applied the treatments and a invoice showing they paid the company for my specific car.

  Sincerely,
  
  
  
  Markeven Swenson

• Initial Complaint

  Date:09/14/2024

  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.

  I took my 2013 ******* ******, VIN: *****************, into Napleton *******, located at ********************************************************, due to engine failure. At the time there was an open safety recall on my vehicles engine, due to a manafacturing issue that caused these faulty issues alone with, engine failure and fire within the vehicle. I was told by this dealership, that they will not honor the recall and replace my vehicles engine. Ive had routine maintenance done on my vehicle and my vehicles engine failure is not my fault. I would like Napleton ******* to replace my cars engine. Im afraid that leaving my car in the condition, will only cause a safety hazard to myself and others. My vehicle is not safe to drive.

  

  Business Response

  Date: 10/05/2024

  Thank you for bringing this matter to our attention. We understand your concerns regarding the engine failure of your 2013 Hyundai Sonata and the safety issues it presents.

  We recommend contacting Hyundai Motor America's Recall Assistance Line at 855-371-9460. They can provide detailed information about your vehicle's recall status and assist you with the next steps. Unfortunately, the dealership is not authorized to override or appeal decisions related to recall eligibility.

  We apologize for any inconvenience you've experienced and hope this issue can be resolved promptly.

  Kind regards, 

• Initial Complaint

  Date:09/14/2024

  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.

  I took delivery of my Certified Pre Owned 2019 Maserati Levante on June 1, 2024.Within 3 days of taking delivery the ************************* along with Check Engine lights came on. In addition the front parking sensors kept going off when driving at low speeds or at a stop. I also found that the front passenger air vent did not blow any air into the vehicle. There was also a rattling from the car that needed to be checked out. I quickly scheduled service with my local dealership which took 2 months for me to leave my car with as there was along line for loaner cars. My local service found all four of these items to be problematic and quickly explained Napleton ****************** should have caught and addressed all of the items during the process of adding the Certified Pro Owned extension designation. The fact that these 4 items were not addressed is fraud. My local dealer and I called and spoke with **** ******** at Napleton ****************** and my local service person laid out the work needed and cost which would be between $3,000 and $7,500 depending on what they find after they pull off my bumper to address the parking sensors. Napleton ******************** **** ******** began to argue the point the air vents should be covered by the *** warranty and my local service *** said it is not. Napleton ******************** **** ******** then said he will call back to resolve the problem the very next day but instead ghosted my local service repair and all my calls and voicemails over the last two weeks have gone unanswered. This Napleton Aston ****** dealership cannot be trusted and their certified preowned designation practice did not address the issues as they should. The practice they are doing here is fraudulent and will be brought to the attention of the ******** senior executive suit.

  

  Business Response

  Date: 10/05/2024

  Thank you so much for reaching out regarding case #22287500, which concerns Mr. Duyren Smith's Certified Pre-Owned 2019 Maserati Levante.

  We truly appreciate Mr. Smith sharing his experience, and we want to ensure everything is handled. Greg Pawlec, the Service Director, has spoken to the dealership involved, and here's what we've found so far:
  

  The front bumper sensor issue and the rattling noise are related to impact damage, which wasn't present during our initial inspection. At that time, no warning lights or damage were noted.
  

  We are fully committed to rectifying this situation and ensuring that Mr. Smith has a positive experience with us in the future. I am here to address any concerns and work toward a fair resolution for all parties involved.
  

  Please feel free to reach out if there's anything else needed or if you'd like further updates.

  Kind regards, 

• Initial Complaint

  Date:09/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have been waiting the ***** for 45 days. Have been given 3 different stories. Made Two special trips to the dealership. NO HELP. Now, the paper plate has expired. I tired of all the LIES. Give me the title, etc.

  

  Business Response

  Date: 10/02/2024

  ***** has worked directly with **** ****** to resolve this concern. 

  Kind regards, 

• Initial Complaint

  Date:09/10/2024

  Type:Sales and Advertising 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 am writing to formally bring to your attention a concern related to the taxation on my recent vehicle purchase, which occurred five months ago. I initially purchased the vehicle with the intention of paying it off recently. However, when I reviewed the payoff amount, I was surprised to find it significantly higher than expected. This prompted me to re-examine the paperwork from my purchase at the dealership. Upon review, I discovered that I had been charged the full tax amount on the vehicle, despite trading in my previous car during the transaction. According to my understanding, I should have been taxed only on the difference between the new vehicle price and the trade-in value, but this was not the case.I have contacted the dealership multiple times regarding this issue, but they have never gotten back to me. I kindly request your assistance in reviewing this situation and providing guidance on how I can address this overcharge. Please let me know if any additional information is needed to help resolve this matter.Thank you for your time and attention. I look forward to your response.---Let me know if you'd like any further adjustments.

  

  Business Response

  Date: 09/30/2024

  Nada Rifaah is working direclty with Felica Cordova the Customer Relations Manager to resolve this concern. 

  Kind regards, 

  Customer Answer

  Date: 09/30/2024

   
  
  Complaint: 22267647
  
  
  
  I am rejecting this response because:

  no one yet contacted me, about the tax overcharge. The F&I manger made me pay for the whole vehicle tax and excluded my trade in. 

  
  
  
  Sincerely,
  
  
  
  Nada Rifaah

  

  Business Response

  Date: 10/06/2024

  Nada Rifaah is working direclty with Felica Cordova the Customer Relations Manager to resolve this concern. 

  Kind regards, 

• Initial Complaint

  Date:09/10/2024

  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.

  They advertised a vehicle with a tonneau Cover on it when purchasing the vehicle. They informed us that the prior owner who bought three vehicles from them, came in ***** for the tonneau cover back, They still advertised, there was a tonneau Cover on it, but there was not. They did not take any money off. They did not replace the cover, They screwed up my credit by running it the wrong way ******* times and their customer service is a joke. So in a short note, false advertisement, they lied. And that's not a way to run a business. *** Was supposed to contact me three weeks ago and i'm still waiting.

  

  Business Response

  Date: 09/19/2024

  ******************************* has worked directly with the General Manager ***************** to resolve this case. 

  Kind regards, 

  Customer Answer

  Date: 09/19/2024

   
  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.

  We appreciate *** working with us. We discovered that he was not receiving our messages to reach out to us.

  Once we talked, everything worked out.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The car was taken to the dealership for a recall in the transmission. The transmission failed the recall and they replaced my transmission. Fast forward to present day, the cars transmission slips so badly that the car almost stalls and my 2 and 1/2 year old daughter asked me what the noise was while driving the car one day. The ****** dealership and its managers arent returning phone calls, emails, and told us to contact ****** of America who also cant help us. The car is unsafe for my wife to be driving and my kids to be traveling in. Something needs to be done to resolve the issue sooner rather than later.

  

  Business Response

  Date: 09/23/2024

  Customer's vehicle was brought to the ********************** for diagnosis of possible transmission slippage. During each prior visit, diagnostic steps were taken following manufacturer procedures and forwarded to the manufacturer for review, which no transmission issues were found during those visits. During the most recent visit, the dealership performed the manufacturer diagnostic steps as well as taking additional steps beyond the manufacturer's suggestions to attempt replicating or justifying a needed repair based on the customer's complain, such as performing an extended test drive with data logging, checking *** fluid level, condition of *** fluid, scope images of *** chain guide, chain pins, and other possible wear points. The *** fluid is found to be in good condition, the scope inspection of wear points within the transmission show no breakage or excessive wear, the vehcile scan after performing the extended test drive shows no fault codes present identifying transmission concerns and the transmission slip data does not show any meaningful data at this time to justify a transmission repair. We have exhausted all possible pathways to seek and provide data to the manufacturer to approve transmission replacement or repairs at this time.

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22241755
  
  I am rejecting this response because:
  
  I just spoke with the manager at ********************* and they cannot answer any of the questions regarding my transmission. I asked the manager, *****, if the transmission they replaced in the vehicle was the same one that was previously in the car. He didnt provide me with answers because he didnt have them, but couldnt give me a direct response with the fact he didnt know the information. Then, instead of seeing what else could be done, he asked me when I was going to pick up my vehicle. I then asked if he could provide me with his managers name and information and refused to provide me with that information and then hung up on me. He said that its suppose to end with him, but he clearly doesnt know how to communicate with unsatisfied customers. He is suppose to call me back, but still hasnt. I am not happy at all and I dont think that the way they are handling this situation is professional by any means. He told me that they exhausted all options and theres already a claim through the BBB. So moving forward, Im not sure if I should just be in contact with the BBB or what needs to happen. I have 2 young children that I drive in this car daily, and it is not safe for them to be in. Any help with this would be greatly appreciated. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 09/27/2024

  Thank you for being so patient as we work through your concerns. We fully understand the importance of ensuring your vehicle's safety, particularly when it involves your family. In response to your claim, our dealership has performed extensive diagnostic tests during your vehicle's visits. Following ******'s detailed guidelines, we worked closely with the manufacturer to investigate your transmission concerns, including an extended test drive and thorough transmission system analysis. At this point, ****** has determined that the transmission is operating within its acceptable standards.
  
  Given ******'s direct involvement in this case, we recommend that any further concerns regarding the transmission be addressed to ****** of America at their customer service line: ************* ***************). We regret that we cannot provide any additional repairs or replacement of the transmission at this time, as no issues have been identified that would warrant such a service under ******'s guidelines.
  
  Please rest assured that we have taken all possible steps to assist you and are committed to your satisfaction. We will remain available to support you in working with ****** directly.
  
  Sincerely,

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22241755
  
  I am rejecting this response because no matter how many questions are asked about this situation, answers are not given. When I receive the answers I deserve, I will stop. Until then, I will fight for what is right. 
  
  Sincerely,
  
  ****** ******