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 BMW

  1470 Highway 315 Blvd Ste 1 Wilkes Barre, PA 18702

  
• 

  Napleton KIA of Fishers

  13417 Britton Park Rd Fishers, IN 46038

  
• 

  Napleton's Italian Import of Indianapolis

  4180 E 96th St Indianapolis, IN 46240

  
• 

  Napleton's North Palm Auto Park, Inc.

  3701 Northlake Blvd Lake Park, 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:08/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my vehicle from ***** of ********* on April 29, 2024 and on May 2, 2024, the check engine light came on. Prior to my purchase, I expressed how I lived out of town and would need the quality guarantee on the vehicle. I was informed that the car had been serviced and specifically that the ignition coil had been replaced. On May 2nd, I called the dealership after receiving a code reading from auto zone that stated there was an issue with the ignition coil but the service manager redirected me to my sales person, ***** and I left a voicemail. The following Monday, I called again and was sent to voicemail. I took the car to the **** dealership for recalls on June 24 and they told me that the engine was bad and the damage was too extensive for it to have occurred in the 3 weeks I had the vehicle. I called ***** of Milwaukee multiple times and eventually got a call to bring the car in for inspection. After 4-5 days, they confirmed that the engine needed to be replaced and it would cost over $7,000 plus labor. I asked to speak to a manager and was sent to various mailboxes and left voicemails for days but didn't receive a call back. I drove from ******* to ********* and when I finally spoke with someone they said "sell the car as fast as you can would be all I can offer you". I've driven to ********* on 4 separate occasions to see if the dealer would be willing rectify and have been met with "take it to Carmax". The car isn't worth $500 because of the engine and now I have a $20k car note and can't drive it less than 5 months later.

• Initial Complaint

  Date:08/19/2024

  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 purchased a vehicle 6/29/24. The temp tag is missing from my plate so unable to drive my car. Called Il state to see status of my plates and they have received no info from dealership even applying for them. Called dealership. Title will not take my call nor will general manager.

  

  Business Response

  Date: 09/13/2024

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

  Kind regards, 

• Initial Complaint

  Date:08/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was denied service from *** on August 16, 2024. I was not given adequate service and was treated less than a customer by this company. I was yelled at and car service was denied as result of the company's fault. They did not follow proper procedure and therefore tried to gaslight me into believing that it was my fault that the tech did not write down or handle my vehicle intake information correctly. As a result I was told that I was a customer who treated their employee with bad language therefore I was a hostile customer and they have it on tape. Once I explained the faulty procedure was not my fault and that they could roll the tape, the male service managers then turned the hostile behavior on me and denied service. Which I left the premises.

  

  Business Response

  Date: 09/05/2024

  Thank you for bringing this matter to our attention. We take all customer feedback very seriously and have thoroughly reviewed the situation to ensure we provide a comprehensive and accurate response.
  
  Upon review of **************' service history with our dealership, we have noted that she last visited our service department approximately three years ago. In this instance, the service advisor, *******, attempted to assist ************** when she arrived for her appointment, which had been scheduled with ***, who was unavailable on the day of her visit. Despite *******'s best efforts to accommodate and assist, ************** became upset and uncooperative.
  
  ************** demanded that a rental vehicle be provided for the diagnostic portion of the service. Unfortunately, rental coverage is not included in diagnostics, and the customer would have been responsible for that cost. ************** refused to proceed with the diagnostic services and became combative toward the advisor and other staff members when informed of this. Given the increasingly uncooperative behavior, our staff could not proceed with servicing the vehicle. The repair order reflected this decision, and the vehicle was not serviced.
  
  It is worth noting that a similar incident involving a refusal of service occurred in 2019. ************** declined the recommended services, and the repair order documented that no service was performed.
  
  We sincerely regret not meeting **************' expectations during her recent visit. Our team made every effort to assist her within the guidelines of our policies and procedures. Should ************** wish to revisit our service department in the future, we remain committed to providing the highest level of service professionally and courteously.
  
  We are open to further communication to help resolve this matter and welcome the opportunity to discuss it further. However, we must emphasize that the denial of service was based on behavior that created a hostile environment, and our team responded in accordance with our policies.

  Kind regards, 

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Still ended up trading in and buying from them, but the entire process was and has been the worst Ive ever experienced in any shape or form.Was asked what it would take to not test drive another car anywhere else, gave my out the door number. Sales or finance manager came in and assured me they would get me out of there and make everyone happy. That was around 10am. Come 11:45 I tell them Im supposed to meet a friend for lunch, get asked to just give them a couple of more minutes. Told my friend to push it back to 12:30. Well now were at 12:50 and finally tell them I cant wait anymore and that Id be back after were done eating.2pm were back and I get their next offer, which is exactly as it was at 10am! I shouldve walked out!And come to today, they didnt even pay off the loan on my trade in! I spent over an hour on the phone calling repeatedly until I got through to the sales manager! He got it straight out, but this should never have happened in the first place!They dont use KBB, **** Power, or any other common pricing tool. They use their own system. I will NEVER purchase another vehicle from them, and would NEVER recommend them.

  

  Business Response

  Date: 09/04/2024

  Thank you for your feedback. We apologize for the delays during your visit and any inconvenience caused by the trade-in loan not being paid immediately. Please note that the payoff was completed on 08/12/2024 at 11:26 AM, and you received $700 over the $12,800 KBB value. We appreciate your business and are working to improve our process.
  

  Kind regards,

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22149677
  
  I am rejecting this response because:

  1) ****** is 200, not 700. So that puts your effort in this doubt. When pulling up the *** and Buyrider trade in value they were both listed for over ****** in ROUGH condition which my ****** was not. I was never told or explained about the *** buy now offer, I was told you use your own database/system. And regardless the *** buy now offer isnt a trade in appraisal, its for *** to buy your car right then and there, with no potential for them making money by selling you a vehicle. 
  

  2) Your sales team mislead me, made me late for meeting a friend by telling me they were working on a better deal, only for it to be MORE expensive than the original. Plus hours of playing phone tag to get my payoff situation resolved. Thats 6 hours of my time your staff disregarded and wasted, that you didnt even bother addressing.

  A customers time should be treated as more important and valuable than your employees. 

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

  

  Business Response

  Date: 09/18/2024

  Thank you again for sharing your feedback. We sincerely regret that your experience with us did not meet your expectations, and we understand the frustration caused by the delays and miscommunication during your visit.
  
  Regarding the Trade-In Offer: You mentioned discrepancies regarding the value of your trade-in. While we provided $13,500 for your trade, we understand there needed to be more clarity about the *** offer. **** buy now offer is a separate, third-party tool that may differ from a traditional trade-in appraisal. Our initial trade-in offer was based on internal data that considered local market conditions. However, further explanation should have been provided to ensure you fully understood the process.
  
  Resolution: We want to ensure we address this issue to your satisfaction. In light of the time and stress you experienced, we would like to offer a complimentary vehicle service contract as a gesture of goodwill. This will show our commitment to your satisfaction and help compensate for the inconvenience.
  
  Please get in touch with our Platform Manager, ***** ********, to discuss how best to assist you.
  
  Thank you again for your patience and your business. We are committed to improving our processes and sincerely hope to regain your trust.

  Kind regards, 

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22149677
  
  I am rejecting this response because:

  Ive expressed multiple times I got $13,000 on trade in, you keep saying $13,500 is what you gave me. Where are you getting this number? Did an employee pad the number on your end? I would gladly take the $500 you keep adding on in a check or even accessories.

  I will call tomorrow on my day off regarding the service offer.

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

• Initial Complaint

  Date:08/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dealership sold me a car on 8/8/24 that did not have operative cruise control or lane assist, as advertised, and had not had 2 outstanding recalls resolved. Now, it has been in the service department since 8/13/24 (having made an appointment for 7:00 a.m. on 8/14) and no one will return my calls telling me the status of the car or when I can expect to have it back. Service advisor just texts and says they "haven't gotten to it yet" but provides no other information. Dealership management suggested they will not honor the cruise control and lane assist advertisement, so I don't even know what they are servicing at this point.

  

  Business Response

  Date: 09/04/2024

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

  Kind regards, 

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22148692
  
  I am rejecting this response because: The business's response is untrue.  ***** never responded to my numerous phone calls and email message.  He did respond to my husband, however, so apparently the dealership simply waits for a man to get involved before actually pretending to do something.  And I still do not have my car.  Or even a loaner.  I bought the car on 8/8/24, it went into the shop on 8/13/24, and I still do not have a date certain as to when I will get it back.  After more than 2 weeks of sitting at Napleton, they figured out they don't have the expertise to fix it.  It is now with *********, and ********* has been excellent.  ***** reimbursed me for the first car payment, but that doesn't come close  to compensating me for the time, energy, and stress that this experience has caused.  Also, it is readily apparent that Napleton overcharged me for the vehicle, given the car did not have the features listed in the posting.  In fact, it did not even have the recalls addressed that were listed in the Carfax report.  I would like a refund of $5,000.00, which would make the purchase price more accurately reflect the car's value.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/12/2024

  *********************** the Platform Manager has been in contact with *************************** and are working towards a resolution. 

  Kind regards, 

• Initial Complaint

  Date:08/08/2024

  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.

  Disgruntled in **********Unfortunately my experience with ***** of Milwaukee hasnt been amazing. I purchased my used vehicle from ***** of ********* in 2021 and have had issues with it ever since.This year my car has been in a shop 4-5 times and still, I have not received any answers about the issues as they persist. On July 16, I spoke with the used car manager and he stated that the car may have been recalled but I have not heard from him since. I left a message for the service manager yesterday and still havent received a call back. All I want to know is:Has the car been recalled?Will you buy this car back?How will you work to ensure customers get the best service?I currently have one of their loaner vehicles which I appreciate, but it doesnt fix the problem. Ive been in their loaner vehicles for about 2months and counting.My biggest issue is that I have not been getting the service that I would have hoped to get from a prestigious company.. *** left messages for the sales manager, the service manager, *** spoken to the financial advisor and still no one has been able to tell me anything or provide me with top quality service. At this point I feel like this car is a lemon.

  

  Business Response

  Date: 08/28/2024

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

  Kind regards, 

• Initial Complaint

  Date:07/31/2024

  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 purchased a work car for my husband on June 28th. Had it 1 day.my husband Drove it 2 hours and Check engine light came on and A/C quit working, and drivers seat was broken. He made it to Branson for work. I drove down the following week to trade cars with him so I could take it in. I had the codes read on it and threw a turbo engine code. When I stopped by Napleton they said theyd look at it and had me a ride to get home. ??. I need a freakin car! I gave mine to my husband Told me they didnt have any loaner cars. So I asked him what happens if the engine goes out? Is it on me or them? He said how do you know its the engine? Guess he thought was just a dumb girl. After I showed him I had the codes read, he put me in a car off their lot. Fast forward to 3 weeks later (still no car back). They call me and say car is done and come up to swap cars and get ours back. I get there, and they tell me they have lost the keys. WTF!?? so they put me in another car off their lot. Guess what? Today, July 31st, I get here, I just received the title, still have no inspections, seat isnt fixed, and now theres a horrible rattle in the front end. So again, I am sitting here wasting my time waiting. So Im making a car payment on a vehicle I havent had, and will probably pay a late fee because I havent gotten it titled yet.

  

  Business Response

  Date: 08/21/2024

  As of 08/06/2024 the vehicle has been repaired and returned to the customer. 

  Kind regards, 

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22071415
  
  I am rejecting this response because:
  This vehicle was purchased at the end of June. My husband drove it the first day to work in *******. I has been in the shop since. I didnt receive my car in working order until August. I had to make a car payment on a vehicle that I never had. I had to drive hundreds of miles to pick up the car to bring it back. They sold me a faulty vehicle, and even lost the keys to it and had to have remade. When I finally picked up the vehicle, I was only handed the keys. No apology, nothing said at all. They owe me something.  This dealership is poorly run.
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/27/2024

  Please ask *********************** to take the call/text from the Platform Manager *********************** to resolve this concern. 

  Kind regards, 

• Initial Complaint

  Date:07/31/2024

  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.

  Detail of the complaint includes auto repair that had a timespan from April 19th to May 30th. Basically, insufficient auto repair. I will be attaching the letter I sent to Napleton *** of Fishers as well. Overall, Multiple integrity issues present such as telling me that the vehicle was ready when it was not, telling me that a transmission was a need versus a recommendation in which I eventually saw on the first estimate it was a need. Overall, the presenting problem that we brought it in for was a clutch actuator as well as low 12v battery that was actually supposed to be covered by a recall. But in the end, they claimed additional extra work was, "needed", in which we ended up paying $7,274.10 in the end. I can present additional proof if needed as well.Another issue that I continuously tried to workout was that I was continuously trying to work the issue out with them, but eventually it was to no avail. They still see no issue of anything they did. But my problem is when at first they gave me the car back after the first round of repair, they told me it was, "100% ready". Well, we got the car back and had the same exact presenting problem that we brought it in for. So, it was at that point that my suspicion was that the transmission was not needed and that it was something else instead such as the clutch actuator and 12v battery. Not to mention, I also paid for a full diagnosis during my initial appointment with them since they said that is their, "process". If I paid for a full diagnosis, why was none of the additional repair work caught when I first brought it in? Why was I told the car was ready when it was not? Conveniently, when I ask these questions, none of them want to answer it either. Again, the letter I sent to the dealership manager will pretty much detail everything as well. If we do not come to a resolution to this, I have already been legally advised I have a winnable case so I would be taking them to court as my next step after this.

  

  Business Response

  Date: 08/20/2024

  We have reviewed the details regarding ****************** ******************************* transmission concerns. Upon inspection, we identified an internal failure in the transmission. After addressing this issue, we continued our diagnosis and discovered that the slave cylinder had also failed.
  
  We covered the labor costs associated with these additional repairs to ensure ********************' satisfaction and as a gesture of goodwill.
  
  We value our customers and strive to resolve issues promptly and fairly. We hope this resolves the matter satisfactorily for ********************.

  Kind regards, 

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22070733
  
  I am rejecting this response because:
  They did not do the second round of repairs for free, we were charged an additional $864 in labor. Additionally, they have on the second estimate that I was the one who reported the slave cylinder leaking. Above, they say they were the ones who found it. They also still will not answer the questions of, why were we told the recall was served the first time when it was not? And, why were we told the car was 100% ready when it was not?
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 08/27/2024

  ******************************* is working with the General Manager ********************* to come to a resolution. 

  Kind regards, 

   

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22070733
  
  I am rejecting this response because: 

  I havent heard anything from ********************* in over a week.

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

• Initial Complaint

  Date:07/30/2024

  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.

  Purchase 2019 Maserati Levante March 20, 2024, purchase premier warranty at time of purchase. 2 weeks after purchase check engine light appeared. Call dealership I was told bring car back, I did very same day I was told it was only a sensor that I could continue to drive the truck until the part came. 2 weeks later received call to bring truck in to be fix. June 9th 1am my truck begin to lose acceleration, I pulled over to side of road 1am )service throttle soon if this continue came on dash board)I took a picture, turn car off to reset. ***** started up fine I proceed to head home car was driving fine, then the car started to lose acceleration again pulled over. Turn off the truck, truck did not start back up Tow-truck was called. Truck was place front of my home next day call dealer I was instructed to tow to dealer Days later told engine bad because the oil was not reaching the engine. However I was told it was oil in the engine just was not reaching. I was told to call warranty company give a statement. After doing so my claim was denied I was told check engine light appeared and I drove 4 miles, I told gentleman no engine light appeared I have pictures with stamped time Warranty said they had a machine and check engine light came on so you denied causing engine to fail. I only had this car 2 months at this point thats impossible I did everything I was suppose to I explained to them no check engine light appeared tried to send them photos, I was told no photos will be accepted. As I continued to search this car had issues off show room floor, previous owner once purchased engine, electrical problem Mold in truck, car cuts off without warning,The dealership knew all these issues, I was told by service manger to consider bankruptcy this car 44k I put 15k down ( I was told leave the car at dealer to see if anything change I deserve my money back and this car taken off my credit/ even car fix I purchased warranty, i did not mishandle this car,

  

  Business Response

  Date: 08/14/2024

  I am in receipt of your July 29th BBB case# ******** regarding the complaint of ***********************. While we certainly sympathize with ****************** plight there is very little we can do for her as this is a matter between her and the warranty company. I have reached out on her behalf and found that the facts of her complaint are largely correct. The warranty inspectors downloaded the data from the vehicle's onboard computer which revealed that the customer drove the vehicle for more than 4 miles after the low oil pressure warning light was illuminated. This driving of the vehicle without proper lubrication was the cause of the engine failure. The warranty company has denied the repair claim and ************** is not willing to pay for it herself. The vehicle did not have a faulty engine at the time of sale. Unfortunately, this is a matter which ************** needs to address with the warranty administratorwhose contact information is on the paperwork ************** received at the time of purchase.

  Please let me know if you have any further questions or concerns. 
  
  
  Thank you, 

• Initial Complaint

  Date:07/27/2024

  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 never us a copy of the breakdown of the final total. The vehicle was listed at $26,750. We were told that there was a promotion going on where we could purchase an extended warranty for 5 years for only $1000. We purchased no other upgrades. We put down $6000 on the car and somehow still ended up financing $28,349. With taxes, title, and the "promotional" extended warranty - the total price should have been no more than $30,463 BEFORE our down payment was deducted. Yet somehow we have nearly $4000 that's unaccounted for. The contract for the warranty does not reflect the $1000 promotional price and instead shows $3,791. There was also damage on the car that we noticed the same day we purchased it and they kept my car for two weeks and only fixed one piece of damage. I've attempted to contact them multiple times in order to get a copy of the signed paperwork that they had us sign 'electronically'- but no one will return my call. I am requesting the business contact me, provide a copy of the paperwork that shows the breakdown of the purchase, and if necessary- refund us of any charges that were not agreed on beforehand.