Complaints
This profile includes complaints for Ed Napleton Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 723 total complaints in the last 3 years.
- 214 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In May/2022, a friend referred me to trade my car at Napletons Northlake *** (although I live in ****************) suggesting they will give me a fair trade for my 2019 ****** Corolla at the time, the dealer took the difference from my Toyta at the time (around $3500) and had me pay $1500, a total of $5000 down, I was under the impression that I am financing for 5 years, I have just learned recently it is for 8 years, unless they had change the contract, I am %100 sure I agreed for 5 years, I admit to be ignorant in auto financing, I was also desperate for a car at the time as most dealers were not having enough cars, I feel mislead and treated unfairly.Who wants to have a *** forte for 8 years and pay for it $32000 (including the down payment).This dealer took advantage of my situation at the time,
Business Response
Date: 06/17/2025
The dealership has thoroughly reviewed the documentation associated with this transaction and maintains that no unethical conduct occurred in the handling of this vehicle purchase. Throughout the process, the dealership worked in good faith to meet the customer's needs, including exploring a dealer trade to locate a vehicle that matched the available budget.
Regarding the financing terms, while the customer asserts she was under the impression of a five-year loan, our records confirm that the loan was structured for a seven-year term, not eight years, as suggested in the complaint. Additionally, it is essential to clarify that all financing documents and sale terms were reviewed and signed by both parties to the transaction: the vehicle's owner, Mr. Al Rayes, and the co-signer, Ms. Al Rayyes. Moreover, the loan has since been paid off in full, effectively resolving any concerns regarding the loan term.
We acknowledge the customer's experience during a period of high vehicle demand but affirm that all financial disclosures and agreements were accurately presented and properly executed at the time of sale.
Thank you for the opportunity to address this matter.Kind regards,
Customer Answer
Date: 06/17/2025
Complaint: 23389504
I am rejecting this response because: I admitted my ignorance in auto sale, I also admit that I did not read what the contract said word by word, I relied on the dealer’s verbal communication who insisted it was a 5 year financing agreement. His only concern at the time was not to tell Kia why I choose West Palm Beach dealer instead of the local dear ( I was referred by someone) my cosigner has a medical issue that probably prevented him to go through everything, while I am not trying to justify how I trusted the dealer verbal communication, I insist I was misled. When I realized I was misled and the value of the car was only going down ( compared the Toyota) while I still have 50 payments, I had to sell the car to Carvan and paid the difference between the car real value and the amount still owed.
Sincerely,
Manal AlrayyesBusiness Response
Date: 06/25/2025
The dealership has carefully reviewed all documentation related to this transaction and firmly maintains that there was no unethical conduct in the sale of this vehicle. From the outset, dealership staff made good-faith efforts to accommodate the customer's preferences, including attempting a dealer trade to find a vehicle that fits within the outlined budget.
Regarding the financing, although the customer believed the loan to be structured as a five-year term, dealership records indicate that it was a seven-year agreement, not an eight-year agreement, as stated in the complaint. It is also important to note that all financing documentation and sales terms were thoroughly reviewed and signed by both the vehicle purchaser, Mr. Al Rayes, and the co-signer, Ms. Al Rayyes. Furthermore, the loan has since been paid in full, effectively closing any remaining issues regarding its duration.
The dealership acknowledges that this transaction occurred during a period of heightened vehicle demand; however, all financial disclosures were properly communicated and executed by standard practices at the time of sale.
Thank you for allowing us the opportunity to respond to this matter.
Kind regards,Customer Answer
Date: 06/25/2025
Complaint: 23389504
I am rejecting this response because: I can’t justify not reading the contract word by word, that was a shortcoming from my end, my co-signer has health challenges that I’d assume prevented him from reading the contract word by word, I depended on the verbal communication of the dealer in my native language, I agree I purchased the car during a high demand period (that’s probably why I trusted to go to that particular dealer) but despite my limited knowledge of auto sale, I wouldn’t want to keep paying for a car for 7 consecutive years, and end up paying over $33 k for a Kia Forte, I firmly maintain that I was misled during the purchase and I will not back down from my position, I had to sell the kia when I discovered that I still have 50 more payments to go, I had paid by that time over $18 k, I had to pay the company that purchased it from me the difference between the low Forte value and the payoff amount, which was very inconvenient for me, so please stop saying the car was « paid off in full » I had to do that to stop losing money with the kia, I also urge you to check my history with getting cars, I never kept a car for more than 3 years, and the only reason that I accepted to finance for what I thought 5 years because your dealer was convincing me he was doing me a favor.
Sincerely,
Manal AlrayyesInitial Complaint
Date:05/28/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchase Date: February 11, 2025 Vehicle: 2023 Maserati Ghibli VIN: ***************** Service Package Cost: $2,980 Dealer: Napleton ***************************************, ** Salesperson: **** (replaced by ****, and General Manager: *****)A $2,980 factory service package was purchased at the time of sale.I received written confirmation from ******** stating the service package was added.When I attempted to use the package at **** Case Maserati in ******, **, I was told that no service plan is visible in the Maserati system under my VIN.Napleton has not activated or properly registered the service package, rendering it unusable.Initial Complaint
Date:05/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After several weeks of looking at new vehicles based on the advertised price on their website, they told us that they would not honor the advertised price and that the information was incorrect. The prices had been advertised on their website for several weeks, and additional discounts were added to the website on 5/22/2025 to lower the "Napleton Price" even more. When we confronted the sales manager about this, he showed us an invoice that they supposedly paid for the vehicle and stated that there was "no way they could honor that price." He offered no explanation as to why the vehicles were marketed for $2,000-$3,000 less than they were willing to sell them for. The exact vehicle on the company website that clearly states "Napleton Price" of $46,513 was not honored. The lowest price they would sell the vehicle for was $48,500.Business Response
Date: 06/13/2025
****** ******** is working with the General Manager **** Brixe to resolve this concern.
Kind regards,
Initial Complaint
Date:05/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 5/17/25, I purchased a 2022 ********** Outlander from Napleton ***************** Chrysler Dodge Jeep Ram Dealership (Napleton CDJR). During the negotiating and purchasing process, I was sold 2 types of vehicle warranties. The first warranty is called an Appearance Protection *********** Warranty (****) from Assurant.This warranty was finagled into the price of the vehicle during the negotiating process which I was unaware of. The second warranty was a vehicle service warranty by **** which I did agree to purchase at the time of sale. The finance manager for Napleton CDJR was ****** *****.The day after purchasing the vehicle I was reviewing the sales contract (the sales contract was completed digitally at the dealership at the time of purchase, a hard-copy was not available, the contract was emailed to me after the sale) and noticed the purchase of the **** and the cost of the **** warranty, which was not fully disclosed at the time of purchase. After further review I decided I did not want the two warranties.On 5/19/25 a, I sent an email to ****** ***** stating that I wanted to cancel the two warranties and asked Mr. ***** to give me a call. After there was no response from Mr. ***** within a few hours, I decided to follow up with a phone call.Unfortunately, Mr. ***** did not answer his phone and I could not leave a message on his voice mail box as it was full.I then called Napleton CDJR and talked to a receptionist. I explained to the receptionist my issue and was put on a brief hold. When the receptionist returned, she stated Mr. ***** would contact]me shortly. Mr. ***** never returned my call. Supporting evidence is available (phone records and recordings) upon request. I attempted to call/email Mr. ***** and other Napleton CDJR managers who were involved in this transaction several times throughout the week. Unfortunately, the Napleton CDJR has been unresponsive to all my phone, text, and emails with regards to resolving this issue.Business Response
Date: 06/17/2025
Scott West is working direclty with DIsa DeGrazia to resolve this concern.
Kind regards,
Initial Complaint
Date:05/20/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a 2025 **** from this dealership. I purchased an extended warranty from the dealership and had the loan done through their financing. I agreed to use their loan company as they said the could beat my interest rate given by my lender. What I noticed, after the fact is that the amount I was quoted for the warranty went up after I took the lower interest rate. Therefore they were just making up the interest difference by charging more for the warranty. Also, it was discovered several weeks later that they did not apply the right amount of discount for the vehicle and the paperwork had to be redone. Then once it was redone I noticed that the price of the warranty went up yet again. After pointing this out the finance said it was due to the cost of the warranty going up since my original purchase date. Just another excuse to get more money. I would not have purchased the warranty for that price. I attempted to contact the dealership via phone several times with no response during this time. I had to respond to the dealership 4 times to attempt to fix this problem. I attempted to contact *** ***********, who I was told was the general manager, however he never returned a call to date. The dealership refuses to give me any contact information on anyone above the general manager. Each time I have called they transfer me to a different person, usually the finance department. There is still an issue with the loan payment to date. Was also told by ***** a manager of some sort, after my last meeting that they would send a check for $100.00 to help make up some of the issue. Of course it never came even though my wife reminded him when she recently took in the lien release letter for the car we traded in. I was led to believe **** was the general manager which I hear is not true. There are many other things that have gone wrong on this deal but better to be relayed to someone within the company.Business Response
Date: 06/09/2025
**** Kavavanaugh is working with **** ******** to resolve this concern.
Kind regards,
Customer Answer
Date: 06/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** KavavanaughInitial Complaint
Date:05/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Im filing this complaint regarding Napletons River Oaks CDJR due to a serious issue involving both poor service and a lack of accountability.I purchased a vehicle from this dealership on June 21, 2024, and also paid in advance for several maintenance service contracts they offered me at the time of sale.When I brought my vehicle in for the first scheduled for the dealerships service department installed incorrect parts and performed the service poorly. This directly caused my vehicle to break down in the middle of the road shortly afterward. I immediately contacted the dealership to report what had happened, but they denied responsibility and offered no ************* a result, I was forced to call and pay for a tow truck myself, which caused unexpected financial loss. The mechanical failure also caused further damage to my vehicle, affecting both its value and functionality.I made several attempts over the course of months to speak with someone at the dealership to negotiate a resolution. I was either ignored or dismissed each time. I even attempted to speak with **** and ******* ******, who was involved in the sale, and he showed no interest in helping me resolve the situation. At one point, They asked me to sign a document in exchange for $300, which felt like an attempt to silence my complaint rather than properly resolve the damage and inconvenience they caused.I am extremely disappointed in how Ive been treated. This dealership appears to prioritize sales over customer care, and once the purchase is complete, they seem unwilling to take responsibility for any follow-up issues.I am requesting:A refund for the contract maintenance service. $3288 Reimbursement for the towing cost. $350 Proper inspection and repair for the damages caused by their mistake. $1900 Thank you for your time and for assisting in resolving this matter.Sincerely,Johan ***** ****** ******* ************ ******************Business Response
Date: 06/25/2025
Napleton’s River Oaks Chrysler Dodge Jeep Ram respectfully disagrees with the characterization of events presented in this complaint. The customer purchased a vehicle without a warranty and later encountered mechanical issues many months after the sale. Despite the extended timeline and the absence of any coverage, our dealership made a good-faith effort to assist. Specifically, we paid for the vehicle to be towed to Audi of Naperville, processed the requested cancellations of his maintenance contracts, and extended a gesture of goodwill by offering $300 to assist with oil service costs. These actions were voluntary and not indicative of any admission of liability. The customer’s subsequent demands for reimbursement far exceeded what was reasonable under the circumstances. We consider this matter closed from our end and decline any further financial obligation.
Kind regards,
Customer Answer
Date: 06/25/2025
Complaint: 23339295
I am rejecting this response because:
I respectfully disagree with the response provided by Napleton’s River Oaks Chrysler Dodge Jeep Ram. The statement that I purchased the vehicle “without a warranty” is false. I did pay for coverage, extended protection plans, which were supposed to provide assistance. Despite this, I was left with a large repair bill and no access to my vehicle, which has caused significant financial and emotional stress.
The $300 “gesture of goodwill” does not come close to covering the damages or honoring the protections I paid for. I have provided documentation supporting my claims, and I do not accept the dealership’s attempt to close this matter without a full refund.
I am requesting a direct refund issued to my name for the amount I paid toward the coverage and any related expenses. I am also requesting this matter be properly investigated and resolved in good faith
Sincerely,
Johan Aaron Sanchez LinaresBusiness Response
Date: 07/01/2025
Napleton’s River Oaks Chrysler Dodge Jeep Ram respectfully disagrees with the characterization of events presented in this complaint. The customer purchased a vehicle without a warranty and later encountered mechanical issues many months after the sale. Despite the extended timeline and the absence of any coverage, our dealership made a good-faith effort to assist. Specifically, we paid for the vehicle to be towed to Audi of Naperville, processed the requested cancellations of his maintenance contracts, and extended a gesture of goodwill by offering $300 to assist with oil service costs. These actions were voluntary and not indicative of any admission of liability. The customer’s subsequent demands for reimbursement far exceeded what was reasonable under the circumstances. We consider this matter closed from our end and decline any further financial obligation.
Kind regards,
Customer Answer
Date: 07/02/2025
Complaint: 23339295
I am rejecting this response because:I respectfully disagree with your response.
The vehicle did not experience issues due normal wear and tear. The mechanical problems were the direct result of incorrect parts being installed by your dealership. I have documentation and notes from Audi of Naperville clearly stating that the parts were not appropriate for the vehicle, which caused serious issues. Audi of Naperville — not your dealership — is the one who assisted me and diagnosed the problem.
When I contacted your dealership for help, despite having paid in advance for services, your team refused to assist me. Your $300 “gesture of goodwill” does not come close to covering the losses or honoring the services I already paid for. It is clear that once the vehicle was sold, your concern for customer satisfaction ended.
All I am requesting is a full refund of the money I paid for the services that were never honored. Once I receive that refund, I will consider this matter closed. Until then, I reserve my right to escalate the complaint further.
Sincerely,
Johan Aaron Sanchez LinaresInitial Complaint
Date:05/16/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My car has been at the dealership for 5 weeks due to a manufacture issue. My vehicle keeps getting pushed back in the repair order because **************** incorrectly listed my vehicle under *** **** ***** That is where I bought the vehicle in June 2024. My car was towed to ******* from *** **** **** because the car is still under warranty.Timeline 4/11- Lost acceleration while driving on 465. I had it towed to ******************** since it was close and that's where I bought the car. I places a ******* Roadside Assistance ticket to have it towed from *** **** **** to ******** ******* of ****** where it arrived by 1:18 pm 4/16- I called Napelton ******* for an update, found out my car was under *** **** **** and was told a manager would call me back 4/18-I received a call from ******** at 4:08 pm after my dad called that morning and discovered my car was still under *** **** ***** I was told on this call my car was getting moved to the top of the list and would be looked at 4/21 the latest 4/23-I text Napelton for an update 11:15 am asking for update. I get a call 4:21 pm and told my car was just pulled in and looked at tomorrow 4/25-Called me-my car needs a new fuel injector and it is known issue with car type 4/28-Texted me the part arrive next morning and will begin working on it 5/3-Texted me part not arrived 5/5-Texted me part on back order and they have multiple cars waiting for it. Should be in within the week 5/8-I texted asking to be provided transportation with no response. Went to location in person. They added my name to the car at this time, told me loaner not available for a week, and gave my ******* ************* to report complaint 5/********** care followed up would look into 5/13-customer care said part should arrive by Friday and I was 10th in line for loaner 5/14-I reported timeline to customer care and not yet received a response 5/16-I called Napleton and waiting for manager to call back. Still no update on my car nor have transportationBusiness Response
Date: 06/25/2025
The vehicle was initially delivered to Napleton Hyundai of Carmel by a third-party dealership rather than the registered owner, Ms. Karen Markle. Consequently, it was logged under the originating dealership's information, resulting in delays in identifying Ms. Markle as the rightful customer and initiating appropriate warranty procedures. Once we corrected and linked Ms. Markle's ownership in our system, the service department promptly prioritized her vehicle's repairs.
Further delays occurred due to a manufacturer's backorder of the necessary fuel injector, a known warranty issue. Throughout this period, we maintained ongoing communication with Hyundai Customer Care to monitor the availability of the part.
We acknowledge Ms. Markle's concerns regarding transportation during this extended repair period. Although we faced limitations with our loaner vehicle availability, Ms. Markle's request was properly logged, and she was placed in the appropriate queue position once her information was accurately updated.
We are pleased to confirm that the required part has arrived, and repairs have been completed. Ms. Markle has been informed accordingly. We sincerely appreciate her patience and apologize for any inconvenience she may have experienced during this process.Kind regards,
Customer Answer
Date: 06/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23337591, and find that this resolution is satisfactory to me.
Sincerely,
Karen MarkleInitial Complaint
Date:05/09/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased the Vehicle in May 2024, and vehicle needs a new engine. Maintenance of oil changes were done efficiently and on time.Business Response
Date: 05/28/2025
******* ******** is working with **** ******** to resolve this concern.
Kind regards,
Initial Complaint
Date:05/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Saturday January 18th 2025 I dropped off my Acura MDX with some issues and a current recall I had at the time. Napletons ********** ***** in *************** ******* was the service location. My service advisor was ******* from the minute I sat down it was a nightmare, unprofessional, rude and passive aggressive. They kept my car for almost a month had to get me a loaner from from a third party which resulted me having to switch loaners multiple times until the dealership had a loaner available. With the services that was being down they broke my a/c line and tried to get me to pay for it out of my pocket (I have text messages to prove it) when I would not pay out of pocket they performed insurance fraud with my extended warranty saying that was one of the complaints I had which were completely false. 3 1/2 weeks later I got my car back. A survey is always sent out about your experience, it was a true nightmare which resulted in me being 100 percent honest on that review. Today 05/07 I made an appointment to have my car serviced because every dash light came on, to be turned away and kicked out of the dealership by ******* that same advisor and his manager ******* **********. When asked why his answer was because I gave them a negative review on the customer service survey, *************** searched my name on ******** after my negative review and liked my personal photo which is extremely alarming and scary that they would do that. I have proof of that as well. I feel why would you send a survey for honest opinions from your customers, and then ban them from being honest?? Employees like that should not be working in your dealership, fraudulent work and personal stocking after a review is submitted its alarming and concerning. I have never met this man in my life and to know that he searched me on social media is scary.Business Response
Date: 06/06/2025
******** ***** is working directly with the General Manager ****** ********* to resolve this concern.
Kind regards,
Initial Complaint
Date:05/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This was the most horrific experience I had buying a car. Last Monday I had service on my old Dodge ram in which the fuel pump was replaced. Wednesday my truck was smoking really bad and returned the vehicle to find out the problem. They said the radiator was going out. I thought maybe the thermostat but at any rate. I questioned it because I never leave my heat or air on high for it to cause the radiator to go out. They told me it would cost 1084. I had already spent 1500 that Monday. I was upset so I decided to just trade in my truck. Well I traded in for a wagoneer. It ran ok off the lot but the check engine light came on. I called and texted the salesman Thursday and he said he was off. Friday the wagoneer stopped on the road so I decided to bring it back to the dealership. The sales manager and ** didn't want to talk to me. So I was loud complaining about my experience and they came out to tell me to come inside. They said to let them look at it and they will know something Monday. ***** also stated there is no cooling off period in ********. However there is a lemon law. I felt I was sold a lemon. Monday no response. *************** said wagoneer was ready and did some software updates but recommended getting spark plugs. I feel they should have replaced spark plugs because I feel the vehicle may still be unsafe to drive. I have two small children 19 months and 7 years old. This is definitely a problem. Dealt with ****** ******* ***** and jaboureBusiness Response
Date: 05/21/2025
****** **** has worked directly with the General Manager ***** *********** to resolve this concern.
Kind regards,
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