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:09/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2018 kia ******* The car has just over 93k ********* has a 10 year 100k mile warranty on drive train. The car has been eating oil in between oil changes that is not normal. Within the last 1000 miles noticed car has used about 3 quarts of oil. After car sets for awhile usually over night about 8 hours it will smoke for quite awhile after first started. I called mid rivers kia and they said they can't do anything unless the car starts knocking or seizes up. I told them if I continue to add oil the car will not seize up or start knocking. Which the dealership knows. Feels as if they are trying to push us out of warranty so that it doesn't become there issue. I don't not want the car to lock up or seize up as I'm driving or on a trip. Could cause me and my family physical injury. If motor goes out while driving it will lose power brakes and more then likely power steering. Also if car breaks while driving that's more money and time out of my pocket aside from the money I'm already spending on oil. Just want it fixed correctly. Also have another oil change and check up for Monday Sept. 9th 2024 at mikes tire in which they are going to check the oil used and be sure there are 0 leaks. I am unable to show every receipt for oil I have purchased but can get a few if needed.

  

  Business Response

  Date: 09/17/2024

  We appreciate the opportunity to address Mr. ******* ********** complaint about his 2018 *** ******* including issues surrounding its oil consumption and warranty coverage.
  
  Warranty Clarification:
  After reviewing the vehicle's history, it is important to note that it is not covered under a Certified Pre-Owned (CPO) warranty. Based on documentation from ****** Tire & Service, Invoice #*****, dated February 3rd, 2024, the vehicle's mileage at that time was ******. As such, the vehicle is now over the allowed mileage for the standard *** manufacturer's powertrain warranty, which covers up to 5 years or ****** miles for non-original owners.
  
  Further investigation via Carfax reveals that this vehicle is currently with its third owner and has been sold by ***** ******* *** on two occasions. Given this, it is clear that the original 10-year/100,000-mile powertrain warranty does not apply, as it only covers the original owner and is non-transferable.
  
  Oil Consumption Concern:
  
  We understand Mr. ******** has reported excessive oil consumption, using approximately 3 quarts within the last ***** miles. While we acknowledge his concerns about potential engine failure, given the vehicle's age and mileage, further work on this issue would fall outside of warranty coverage. We encourage Mr. ******** to continue working with ****** Tire or a *** dealership for ongoing maintenance or repairs at his discretion.
  
  Conclusion:
  
  At this time, we regret to inform you that the vehicle is beyond the allowed mileage and ownership for ***'s powertrain warranty. Therefore, we are unable to provide coverage for the repairs Mr. ******** is requesting. However, we are ready to assist in coordinating further inspections or repairs with a certified service provider should Mr. ******** choose to proceed.
  We have attached a copy of the Carfax report for the vehicle.

  Please let us know if you require any additional information.

  Kind regards, 

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22234221
  
  I am rejecting this response because: I'm rejecting because on the phone with service, they said they can not work on it until the vehicle is knocking or seizes up is his exact words. He even said it is not covered from factory warranty but is part of the 100k miles warranty that was extended due to oil consumption. He got off the phone looked something up came back few minutes later and if it seized up or knocked they could do something about it I'm trying to prevent being hours away and motor lock up call a tow and be inconvienced anymore then necessary. And on top of it the oil I'm paying for is not cheap to keep buying every 1000 miles. When the 1000 miles are up I might as well spend 25 more dollars for oil change and filter.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 09/26/2024

  According to *** Motors America, under Product Improvement Campaign PI1802Y/Z (last updated on March 22, 2024), three qualifying events can each trigger this program:
  
  Qualification A: DTC P1326 Stored
  Qualification B: Engine Noise
  Qualification C: Engine No Crank
  
  Any one of these qualifying events would be sufficient for the program to take effect. We recommend contacting *** Motors America directly at 800-333-4*** (4542) if you would like further clarification on these guidelines.
  
  Kind regards, 

• Initial Complaint

  Date:08/30/2024

  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 Aug 20th, I took my ******* to be serviced at the Napleton's **************** dealership. I brought it in at 7:30am, I met with ***** *** the Service Advisor. I explained I wanted the oil changed and the transmission fluid flushed. I also explained that I wanted quotes for a few other issues with the car. 1. passenger side window won't roll down from the driver's side. 2. driver side mirror does not fold in automatically 3. AC will stop blowing cold air at random times. ***** then took my keys rolled down my driver side window and got the cars information. At 12:30 I got a voicemail from ***** saying the car was finished. I called back, ***** explained to me that the passenger window needed a new regulator $935, Driver side mirror needed to be replaced because the plastic gears were broken $931 and the air conditioner needed a new compressor $1800. I declined all three at the time. I picked up the car at 5:30pm. I was charged $336.04 in labor, $127.95 in parts. $42.50 misc charge and $35.46 in tax. I drove the car straight home. 6:30am the next day I rolled down my driver window, when I went to roll it back up it got stuck 1/4 of the way up and shattered. I called ***** multiple times throughout the am with no return call. My husband picked up the car and noticed the window felt channel was not attached he drove it to them. ***** took no responsibility for the damage said the tech ****** ******* didn't remove the door panel. My husband requested to speak to the Mngr ****. **** said he would look over the camera footage and get back to us. The next day **** spoke to my hubby and said that the footage didn't show anything but that there was a half hour of time that the camera turned off so they would replace the window. We requested a ******* glass be put back in it not an after market glass. Two days later the glass was installed we asked for the door panel to be put in the back seat. The window is an after market and has defects and the door panel damaged. 

  

  Business Response

  Date: 09/27/2024

  Thank you for the opportunity to address Ms. *** ****** concerns regarding the service performed at our dealership on August 20th, 2024. We have carefully reviewed the details of the complaint and would like to provide further clarification.
  
  While most of Ms. ****** concerns are accurate, a few key points require correction. Throughout this process, our Service Director, ***** communicated directly with *** ***** not Ms. **** herself.
  
  Regarding the camera footage, it is important to note that there was no issue with the system. We could not determine if the door panel was or wasn't removed. The technician performed an unrelated diagnosis & factory maintenance.
  
  The claim that the aftermarket glass was a surprise is only partially accurate. *** **** and I reviewed the availability of replacement glass, and we confirmed that the original factory glass was no longer available for this particular vehicle due to its 2013 model year. The same applies to the door panel. *** **** was informed and said he would install the panel himself to save time. He thanked us for addressing the situation and doing what we could to assist.
  
  When Ms. **** later raised concerns about the defective glass, I instructed ***** ***, the Service Advisor, to contact our vendor to inquire about obtaining a replacement. As of now, the vendor is actively attempting to locate suitable replacement glass for the vehicle.
  Lastly, the charges being disputed by the customer relate to the oil change, transmission fluid service, and diagnostic fees for the additional repairs that *** and Ms. **** declined. These charges reflect the services that were performed in full.
  
  We remain committed to working with Ms. **** and her husband to resolve any outstanding concerns fairly and professionally. We take great pride in our customer service and appreciate the opportunity to address and clarify these matters.
  
  Please do not hesitate to contact us if you require any additional information.

  Kind regards, 

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22215118
  
  I am rejecting this response because:

       We are able to go back and forth on what he/she said but it is all hearsay, thus is just argumentative. I have provided physical proof of the damage done by your technician and proven an inaccurate diagnosis. Mr. **** has denied us the opportunity to review the footage for ourselves so we do not know what was actually worked on or not worked on during the time my vehicle was accruing labor hours. You have stated that " the technician performed an unrelated diagnosis & factory maintenance" yet I was still charged up to $336 in labor charges. This does not include the cost of the oil change and transmission fluid change. 

     The door panel was requested to be left off due to the damage done to the plastic clips that happened at your facility ( photo's provided to ********** that needed to be repaired by a reputable body shop, RMC2, NOT "to save time" as stated. The repair was an additional cost out of my pocket but was necessary as every plastic clip holding the window felt in place was broken. At no point did you offer to fix or replace, just stated the car was to old to find replacement parts.

      The first window glass that was replaced was defective, the film on the glass made objects wavy when looking through and dangerous to drive, especially when raining. A second glass was ordered, I declined that glass due to multiple chips in the glass and am currently waiting on another glass replacement. 

       Though I am very frustrated with my experience overall and will no longer use them after all issues are resolved, I still understand fairness. I do not feel requesting glass replacement and a credit for the $300 in unknown labor cost is unfair. I personally met with ***** on September 27th, where I was to met with **** personally to go over these issue. He had left for the day when I arrived at 1:30pm and still has not called me to discuss. Their "commitment to working with us" is proven to not stand true.

  Sincerely,

   *** ****

  

  Business Response

  Date: 10/11/2024

  *** **** is working direclty with the Service Director **** ********* to resolve this issue. 

  Kind regards, 

• Initial Complaint

  Date:08/28/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2014 ***** Silverado from them last month. The transmission has a recall on it that was never taken care of and when I spoke to the ** **** he told me I had to pay $500 for the warranty. I dont think he comprehended that it was a recall and not warranty. I feel like I was sold a lemon and **** made it very clear to me that I was and there was nothing that I could do about it. I explained to **** that I dont want the vehicle back and he said he would offer me a VERY low price because used vehicles dont have that high of a price. I got a loan for $20,000 basically and I havent made a payment yet or been notified of when it will be due.

  

  Business Response

  Date: 09/17/2024

  We are writing in response to ****** ******** complaint regarding the 2014 ***** Silverado she purchased from our dealership. We have reviewed her concerns carefully and want to clarify our perspective.

  Recall on Transmission: Ms. ****** mentioned an unresolved transmission recall. Recalls must be handled by an authorized GM dealership at no cost to the vehicle owner. We have advised her to visit a ***************** to have the recall addressed. The $500 mentioned was deductible for the vehicle service contract, unrelated to the recall.

  Vehicle Service Contract and Deductible: Ms. ****** has a vehicle service contract with a $500 deductible for non-recall-related repairs. This deductible is clearly stated in her service contract, and any confusion regarding the distinction between the service contract coverage and recall work has been clarified.

  Third-party Repairs: Ms. ****** has raised concerns about missing bolts on the bell housing after work performed by another repair facility. We advised her to contact that facility directly for resolution, as the vehicle was serviced outside our dealership and beyond our control. If the transmission replaced by this facility is still having issues, they should address it under any warranty or guarantee they provided.

  We are committed to ensuring customer satisfaction and are open to working with Ms. ****** within the terms of her purchase and vehicle service contract to resolve any outstanding concerns.
  
  Kind regards, 

• Initial Complaint

  Date:08/26/2024

  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.

  On 29 June 2024 I purchased a pre-owned vehicle at ** Napleton ***** Oak Lawn. The finance employee, Ms. ****** ********, intentionally lied regarding documents, signed me up for costly warranty and insurance programs that I had expressly stated that I did not want and fraudulently copied my signature from an **** DOT document that I had signed and pasted it to a purchase contract. (Page 5 of attached contract) I was not given a copy of this contract and only found out about the excess charges when I received the documentation from the financer. I had to request a copy of the contract from my finance company.

  

  Business Response

  Date: 09/21/2024

  We are writing in response to the complaint filed by Ms. ***** ******** (Complaint ID: ********* concerning her purchase of a pre-owned vehicle from ** Napleton ***** Oak Lawn on June 29, 2024. We take all customer feedback seriously and appreciate the opportunity to address her concerns.
  
  Allegation of Misrepresentation by Finance Employee
  We respectfully deny Ms. ********** allegations that our finance employee, Ms. ****** ********, engaged in intentional misrepresentation or fraudulent activity during the transaction. Our dealership adheres strictly to ethical practices and regulatory requirements in all customer interactions.
  
  Warranty and Insurance Programs
  At the time of sale, Ms. ******** was presented with our Full Disclosure Menu, which transparently outlines all available products and services, including any associated costs. This menu is a standard document we provide to every customer to ensure informed decision-making. Ms. ******** reviewed and signed this document, indicating her acceptance of the selected warranty and insurance programs. Enclosed, please find a copy of the signed Full Disclosure Menu for your reference.
  
  Signature on Purchase Contract
  Regarding the claim that Ms. ******** "fraudulently copied" Ms. ********** signature from an ********************************* (***) document onto the purchase contract, we must clarify that this is not feasible. The signature on the Iowa DOT document is handwritten ("wet"). In contrast, our purchase contracts are executed using electronic signatures due to electronic submission requirements mandated by financial institutions. The technological process does not allow a handwritten signature to be copied and pasted into an electronic format as described. All electronic signatures are obtained with the customer's knowledge and consent, in compliance with all applicable laws and regulations.
  
  Provision of Contract Copies
  Contrary to Ms. ********** assertion that she was not provided with copies of her contract, our standard procedure ensures that all customers receive printed copies of all signed documents upon completion of the sale. Our records indicate that these documents were printed and presented to Ms. ********* These documents are securely stored in our system under "Customer Copies" for any future reference.
  
  Cancellation of Warranty and Maintenance ***************************** expressed her desire to cancel the warranty and maintenance programs, we promptly processed her request without hesitation. We aim to accommodate our customers' needs efficiently and to their satisfaction.
  
  Conclusion
  We regret any confusion or inconvenience that may have arisen during this transaction. Our dealership is committed to maintaining transparent and honest communication with all our customers. We are willing to work with Ms. ******** and the Better Business Bureau to resolve this matter amicably.
  
  Please feel free to contact us if further information or clarification is required.

  Kind regards, 

• Initial Complaint

  Date:08/26/2024

  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.

  My vehicle received warranty repair and replacement from the certified *** dealer and is still under warranty but the replacement and repair caused damage to my vehicle. Dealer is unresponsive and not cooperating with local *** dealer repair center to open the warranty case to get my vehicle repaired. Current *** of ****** has had my vehicle for almost a year and acted as if they were completing diagnostic testing for warranty repair. The service was not completed and never communicated I needed to do anything but wait for then to complete their reviews. I showed to the dealer twice in person during this time and was never told my car engine has locked up until now. They want me to have the *** warranted car towed to ********, Mo from *** in ******, In for repair and are no longer responding to messages. I have our complete history documented from every text message with the dealer repair center. I was patient and they intentionally misled me. I need help getting this resolved.

  

  Business Response

  Date: 09/13/2024

  We are writing in response to ***************************** complaint, case #********. Below is an outline of our steps to address the situation and clarify the repair history.
  
  **************** vehicle was originally repaired at HW *** of *********** in **********, ********. The vehicle came to our dealership following ongoing issues that ************ reported, including an overheating problem. We performed a thorough multi-point inspection and identified several concerns, which we communicated to ************ via text message on July 31, 2024. These issues included:
  Battery failed load test
  Starter has an internal short
  The third brake light is inoperative
  Right-side lic. plate bulb replacement
  Valve cover is warped and leaking
  Radiator/heater hoses leaking coolant, causing overheating
  Coolant flush to remove debris/air pockets from the system
  Tires (4) replacement
  Alignment out of spec
  Rear brake pads and rotors at minimum spec
  
  ************ requested that we perform these repairs at no cost to her. However, as these issues were unrelated to the original work completed by our dealership and based on the vehicles' inspection results, we informed her that we could not cover the repairs free of charge. We advised ************ to open a case with *** Consumer Affairs against HW *** of ***********, the original repair center.
  
  In good faith, we contacted HW *** of *********** on two separate occasions to explore if they would cover the repair costs for the issues that appeared to stem from their work. Unfortunately, they declined to participate in any solution to correct the previous repair concerns.
  
  We understand that ************ is understandably frustrated, and we have done everything within our ability to assist her, including providing an accurate repair assessment and attempting to involve the original repair facility. Our priority remains ensuring our customers' vehicles are repaired safely and reliably, but we are unable to perform these services at no cost when unrelated to work we initially performed.
  
  We are here to assist you further and provide any additional details or documentation you may require. Please do not hesitate to contact us.
  
  Kind regards, 

• Initial Complaint

  Date:08/23/2024

  Type:Billing 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 dealer disclosure for pricing is deceptive. I called and ask for full disclosure of pricing and was told by ms ******** ****** the fees that are on there site were the fees . I put an credit application in and asked for a price out the door it was 2000$ over and was told that was it was a reconditioning fee . I got a credit hit on my credit .napleton need's to put ther pricing up front. truth in pricing. so you dont go through the hassle and effect your credit score.

  

  Business Response

  Date: 09/13/2024

  We were unable to locate any records associated with your inquiry. Could you kindly provide the name of the location you interacted with so that we can assist you more effectively?
  

  Thank you for your cooperation.

• Initial Complaint

  Date:08/22/2024

  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.

  In June of 2024, I traded in a 2021 ***** Fe on a 2024 ***** Fe. The 2021 ***** Fe was over mileage allowed for the lease. I was advised by my salesman **** as well as ************************* in finance that I would Not be responsible for the mileage overage due to me leasing another ******** They also recommended that since I plan to likely lease again in 3 yrs that I should go with ******miles/yr (I need and use ******miles/yr) to keep the payment lower. I agreed based on this premise.

  

  Business Response

  Date: 09/11/2024

  Thank you for reaching out and allowing us the opportunity to address your concerns. After reviewing your situation and speaking with all involved parties, it is clear that the mileage overage on your previous lease is your responsibility, as the vehicle was returned and not traded in. Regarding your inquiry about a future trade-in, we confirmed that if you trade in your current lease in three years, any mileage overage will not apply unless the vehicle is (returned) instead of traded in. 
  

  Kind regards, 

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22181712
  
  I am rejecting this response because: I understand now what happened but my contention is that is not what I was told by multiple members of your staff including your finance manager on the day of purchase. I asked and verified so with three separate staff of your dealership. I was unaware of the fact that the deal was structured as a "turn in" until I received the notice from ******* Finance.

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

  

  Business Response

  Date: 09/17/2024

  Thank you for giving us the opportunity to address ******************************* additional comments regarding case number 22181712.

  Upon reviewing the details of the situation again and speaking with all involved parties, we would like to clarify the following points:

  ************** returned his 2021 ********, which exceeded the allotted mileage for the lease. As the vehicle was returned and not traded in, the responsibility for the mileage overage remains with the customer, as per the lease agreement's policy.

  On the day of the lease return, ************** inquired about future trade-in scenarios. He specifically asked if he would be responsible for a mileage overage if he traded in a vehicle three years from now. Our staff informed him that the implications for mileage overage differ depending on whether the vehicle is returned or traded in. If the vehicle is traded in, the valuation would depend on the current market value, and any mileage overage would not directly apply.

  It appears that ************** misunderstood whether his 2021 Santa Fe was returned or traded in. After discussing this matter with all involved, it is clear that he was informed the vehicle was returned because using it as a trade-in would have resulted in a negative equity situation, which ************** chose to avoid.

  We regret any confusion that may have occurred during this process, and we strive to ensure that our customers fully understand all aspects of their agreements. We believe our team provided accurate information at the time of the transaction and would be happy to clarify any points further if necessary.

  Kind regards, 

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22181712
  
  I am rejecting this response because I was not told the deal was being structured as a turn in. What I was told is that I was not responsible for the mileage overage. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/22/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** ** ********************** scammed me and rubbed me off. I am filing this complaint against ** ********************** ***** for deceiving me with misinformation, empty promises, and extra charges. I was trying to lease a car around the 4th of July. ***** was advertising deals on its website (CRV Hybrid, $339/mo & $4,699 down, excl. taxes/fees). On 04/23/23, I called ***** ** ********************** and asked them if they had a CRV-Hybrid and its price. They confirmed the availability & the price of it. I asked them about the ***** 4th of July deals, and they told me Yes, we honor those deals by *****, which turned out to be a LIE! It was on **********************'s webpage.I made an appointment to stop by that day. The dealership was far away. I took a cab to go there only to realize they lied. I asked about it. The price was $5,000 higher than what they told me over the phone; a $5,000 market adjustment. I asked the agent about the advertised deal. He talked to manager, ********, and said those advertised prices did not include taxes/fees (which I knew) and that since I live in *********** we pay double taxes! A second lie! He told us with a down money of $4,000, we had to pay $739/month (more than double the *****s advertised deal!), adding that it's the best deal we could get anywhere. He persuaded us to the deal with lies. He said there is a shortage of inventory, and all dealerships add this markup, and the rates are higher than advertised ones. With no car, far from home, they misinformed us to sign a deal to rub me. I trusted them but they betrayed my trust. Even though it was on Napeltons website as $508 with $4,000 signing.A day later, I went to Schaumburg ***** and asked about lease for the same car. The price was much lower than what ** ********************** charged me. With $4,000 down, they offered a $547/mo, and that was based on my zipcode tax. Unlike **********************, their website matched the real price. They were open to discounts too. This is shameful. They make themselves rich at the price of robbing us.

  

  Business Response

  Date: 09/11/2024

  We appreciate the opportunity to respond to ************************'s complaint regarding his vehicle leasing experience with ** Napleton ***** of Oak Lawn.
  
  First, we would like to address Mr. *********** tax-related concerns. Mr. ********* expressed that we falsely informed him about *******-specific tax rates, specifically accusing us of lying about the "double taxes" applied to vehicle leases for Chicago residents.
  
  We would like to clarify that our statement regarding Chicago taxes was accurate. Chicago residents are subject to an additional 9% Use Tax on vehicle leases, which is imposed in addition to the standard state and local sales taxes. This use tax does not apply to residents in nearby areas such as ********, ********. The base sales tax rate for vehicle leases in ******* is approximately 9.25%, while the base rate in ******** is around 8.75%. However, when the Chicago Use Tax is added, the effective tax rate for leasing a vehicle in ******* rises to *****%, nearly double the rate applicable in non-Chicago areas like Oak Lawn.
  This significant tax disparity explains why Mr. *********** monthly payment was higher than expected, as the higher tax burden must be factored into lease agreements for Chicago residents. We can assure you that this was explained to Mr. ********* accurately and was not a misrepresentation.
  
  In addition to the tax issue, Mr. ********* mentioned a market adjustment of $5,000 that he felt was unexpected. We want to reaffirm that this adjustment was fully disclosed to Mr. ********* at the time of the transaction, and we have documented evidence that he signed the necessary addendum confirming his understanding of this adjustment. Market adjustments were common during this period due to inventory shortages, and we made every effort to ensure transparency in communicating this.
  
  Finally, while Mr. ********* has expressed dissatisfaction with the overall transaction, we believe our actions were ethical, transparent, and by industry standards, given the market conditions at the time. We regret that he feels otherwise, but we maintain that we fulfilled our obligations and disclosed all relevant terms of the agreement, including taxes and market adjustments.
  
  We hope this clarifies the issues raised in the complaint and provides the necessary context regarding the tax structure for Chicago residents.
  
  Kind regards, 

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22176362
  
  I am rejecting this response because:

  They lied and lied and lied. They told me they would honor the deals advertised by ****** they did not. They told me this is the best deal I could ever get even if I go to another dealership. That was a lie. That was clearly false. Another dealership gave me a quote for the same vehicle a day later and that was taking into account my Zip code, so they were factoring in all tax differences across regions. So, the difference cannot be justified by difference in tax rates. It has nothing to do with tax rates. The other dealership's monthly payment quote after all fees and taxes was hundreds of dollars less than what Ed ********************** charged me. Ed ********************** did misrepresent the market condition. They did lie about honoring ***** 4th of July deals. They did overcharge me significantly even considering the market condition over that period. They charged me for more than a Touring model only to give me a ***** CRV Sport. They use it as an excuse to make more unjust money for themselves. They misused my trust. Now, their only argument is that since they fooled me to sign the contract, they are entitled to make a lot of money at my expense. That's shameful. 

  
  Sincerely,
  
  ***** Eshaghnia

  

  Business Response

  Date: 09/17/2024

  Thank you for providing additional comments in response to our previous statement. We want to address the points raised in your rejection of our response.
  
  First and foremost, we understand that you feel deceived regarding the pricing and deals related to your vehicle lease. However, we stand by the accuracy and transparency of the transaction. As previously mentioned, market adjustments due to inventory shortages were standard practice across the industry at the time of your purchase. This was not an isolated practice at our dealership, and the adjustment was disclosed both on your buyer's order and in an additional signed addendum. The decision to include this additional step of having customers sign the market adjustment addendum, despite not being legally required, was done in good faith to ensure clarity and avoid misunderstandings like this.
  
  Regarding your tax concerns, we provided accurate information regarding the Chicago-specific use tax and its impact on your payment. As you now know, the tax rate for Chicago residents leasing a vehicle is significantly higher than in neighboring areas, which would naturally result in a higher monthly payment. This was thoroughly explained at the time of your purchase.
  
  As to your claim that another dealership provided a lower quote, it's important to note that market conditions can vary by region and day. Unfortunately, a different dealership was able to offer you a lower price after the fact, but this does not constitute evidence of any wrongdoing or deception on our part.
  
  In conclusion, while we regret that you are unhappy with the terms of your lease, we believe we acted transparently and in line with both legal requirements and industry standards. We take great pride in maintaining trust and providing full disclosure to our customers. However, we also understand that automotive purchases, especially in fluctuating markets, can be frustrating when prices do not align with expectations.
  
  If you would like to discuss this further, we are happy to work with you directly to address your concerns, but we believe that we have acted fairly and provided you with all the necessary information at the time of your lease.

  Kind regards, 

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22176362
  
  I am rejecting this response because:

  They lied and deceived me and apparently, they are proud of their practices because it's "legal". They mislead and misinform customers like me to sign addendums, so they are protected. That's the essence of their response. The quote I got from the other dealership was only one day apart from their lease. The huge difference cannot be justified with "market fluctuations by day and region" in anyway! No one in their sober mind find these excuses acceptable. 

  I have presented all the evidence in my original message and it's clear the dealership does not want to take any responsibility to address the issue. I kindly request BBB to direct me on how to pursue my complaint further whether at the local state ************************ or elsewhere. 

  
  Sincerely,
  
  ***** Eshaghnia

• Initial Complaint

  Date:08/21/2024

  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.

  Before vehicle was to leave the dealership, there was to be an emissions and safety inspection done, wife got the car home and no inspections, ABS and traction control dash light is now on, which when we test drove the car there was no warning lights on the dash , salesman told me and my wife the car would be inspected before it left

  

  Business Response

  Date: 09/10/2024

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

  Kind regards, 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22173379
  
  I am rejecting this response because: They refuse to address the repair costs of the vehicle repairs to make the car safe to drive
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/17/2024

  We acknowledge the rejection of our response through the BBB. Please note that this matter has now been escalated to the Attorney General of Missouri, and we will be addressing all further concerns through that channel.

  Thank you.

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22173379
  
  I am rejecting this response because: Napleton refuses to accept  responsibility for making sure the car that was sold to me was safe to drive on Missouri roads and highways, carfax shows a report from them, stating maintenance was done by them 08/20/2024, but the evidence is strong no such maintenance was ever done . All repair work was done at ******** auto repair at my expense.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please See Attachment
  Click here to Get the File - use the Password: 50443ACD
  ************************************************************************

  

  Business Response

  Date: 09/18/2024

  We sincerely apologize for the oversight regarding your BBB case. Due to a technical error, we have not been aware of your concerns until now. However, please rest assured that we are launching an expedited investigation into the matter and will reach out to you no later than Friday, September 20th.
  
  We understand that your primary concerns include installing a LoJack system and the lack of returned calls. These issues are being thoroughly reviewed, and we are committed to resolving them promptly.

  Thank you for your patience and understanding. We look forward to resolving this matter to your satisfaction.

  Kind regards,