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
- 721 total complaints in the last 3 years.
- 212 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/24/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dealership ran a hard pull on my credit with out my permission, damaging my credit score and preventing me from financing anywhere else to purchase a car. Dealership also lied about the interest score that was agreed upon and put 9% interest after paperwork had been signed., Dealership lied multiple times through out negotiation and cornered my husband and I into buying a car at with a warranty we DID NOT WANT OR AGREE TO.
Business Response
Date: 08/08/2024
We have made several attempts to contact ********************************* but have not had any luck. Unfortunately, we cannot find an account associated with the name or phone number provided in the case notes.
Please respond to this message or call us with the requested information. You can reach us at ************.
Kind regards,Initial Complaint
Date:07/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 22034676
I am rejecting this response because:
This is not an issue with warranty coverage. This is an issue with this dealerships incompetent and deceitful handling of my cars issue, resulting in this delay of over 70 days with no resolution on fixing my car. This dealership claimed that they wont call this a warranty issue based on a false claim by ***************** *** that I went for service the day before my car engine exploded so they refused to fix it. As the BBB knows from my other complaint against ***************** *** for filing a false service/maintenance visit and false carfax report that the now admit was incorrect and are fixing it, this was completely untrue. The service rep ***** also lied and told me that the car was covered under warranty due to a blown crank shaft and the 60 days later told me he was wrong, so my car sat at the dealership for 60 days with no repairs done. I also never received any kind of documented repair order on my vehicle stating what was wrong or how much it would cost to fix it. This dealership has been unprofessional, irresponsible, deceitful and negligent.
Sincerely,
*********************nged their stories multiple times, and another dealership is also lying with them about a service appointment that never occurred. The service manager was rude and refused to help or even try. I have been paying for a car I havent driven for 60 days, and its too late to go after the oil change place even if it was true, because its been tampered with by the dealership for 60 days. So they have made it so I am losing ******. I refuse to accept that this is acceptable when you buy a new car. I paid for warranties and gap coverage, and I still didnt get this covered. I did nothing wrong, but they are making me suffer for it. This dealership has many of the same complaints and reviews of this lying and deceptive behavior. They are cheating people in the service ***** They should have to fix it when they have had it for 60 days. And if not, *** corp should do the right thing and give me my money back for the car. Its completely undriveable. They also left the hood open and ruined the battery.Business Response
Date: 08/08/2024
Thank you for reaching out to us with your concerns.
For a detailed discussion about your warranty coverage, we recommend that you contact *** customer support directly. They will be able to provide you with the most accurate and comprehensive information.
You can reach *** customer support at the following phone number: ************.
Please feel free to reach out if you need any further assistance from our side.Business Response
Date: 08/21/2024
********************* is working direclty with *********************** to resolve the concern, the vehicle has been released back to the customer.
Kind regards,
Initial Complaint
Date:07/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchase the car in April of 2024. The finance department director, ******************* stated that Ed ********************** ***** Dealership will reimburse the $2,852 warranty that was placed against the loan of my contract. She also stated on 4/19/24 that the warranty is $2700 and that you will take $500 off the warranty I found out that it is $2,852 -which is the opposite of what she said was in the contract. She also mentioned that Ed ********************** ***** Dealership will *********** to 12 weeks to reimburse the money. When I purchased the car on 4/19/24, I said I did not want the warranty. I felt pressured into getting the warranty. So, the very next day, I came into the dealership to have the warranty removed - which is already processed to the lender. I want to have this warranty removed immediately because I never wanted it to begin with. Three months passed already and they still have not reimbursed the $2,852. Now this director is on vacation until Sept. and I can not get a hold to no one about this issue.Business Response
Date: 08/08/2024
*********************** is working direclty with the General Manager ***************** to resolve this concern.
Kind regards,
Initial Complaint
Date:07/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Brought a 2023 *** sportage *********** contracts put on my loan 05/28/2024 Cancelled contacts the very next day They said that they sent checks to *** financial. Its almost 2 months and the money has not come off my principal as of yetBusiness Response
Date: 08/08/2024
Please find attached a copy of the cancellation checks payable to KMFC. The delay occurred because accounting received the cancellation request during the *** system downtime.
After processing the *** warranty and 4Life on July 2nd, we received another request to cancel all products except Tire & Wheel. To handle we issued a separate check. Both checks were mailed to KMFC on July 22nd. Unfortunately, they have yet to be cashed.Kind regards,
Initial Complaint
Date:07/22/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 22023208
I am rejecting this response because:Still waiting for the warranty cancellation refund.
Sincerely,
***********Business Response
Date: 08/08/2024
*********** is working directly with ***************************** to resolve this case.
Kind regards,
Business Response
Date: 08/21/2024
*********** is working directly with ***************************** to resolve this case.
Kind regards,
Customer Answer
Date: 08/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Nada RifaahInitial Complaint
Date:07/19/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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. Ed Napleton automotive has fulfilled their word and refunded the disputed amount.
Sincerely,
*****************************Business Response
Date: 08/07/2024
*********************** is working directly with ************************* to resolve this concern.
Kind regards,
Initial Complaint
Date:07/19/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I helped my daughter (*******************************) with financing the purchase of a used vehicle from Napleton Lexus of *********. She informed the salesperson she wanted a cash deal on the vehicle and the dealership converted her to a financed deal which included a Loan Origination Fee of $2132.93 and another financing fee of $1,500 that she was not aware of at the time she signed the paperwork. My wife was present at the time of the transaction and both of them inquired about any Early Repayment penalty or other fees associated with the financing and both of them believed there weren't any based on the salesperson's responses. Both were shocked when my daughter learned of the extra fees when she contacted the lender to get the payoff amount of the loan. The sales team either tried but did a very poor job of explaining the details of the financing or were deceptive and knowingly didnt properly explain all the details of the deal. Either one is not acceptable business practices. It is at least deceptive and at worst predatory sales practices. I'm sent a letter to the General Manager of the dealership and have not heard back from him. I would like the dealership to reverse the financed deal and replace it with the cash deal that my daughter original requested.Initial Complaint
Date:07/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 22009219
I am rejecting this response because:I was not refunded my fill amount. Which continues to shows deceptive business practices on their part.
Napelton prorated the warranty to the date of refund and not the date of cancellation.
The attachment provided and signed by ******** shows the cost of the warranty at $5102.
The same attachment shows I cancelled said warranty the day after the purchase on 4/27/24.
I cancelled before I ever took possession of the vehicle.
The refunded amount was $4,901.68.
I am still owed $200.32
Sincerely,
went by and my loan was not adjusted I started calling and leaving messages at the dealership. I must have called between ***** times with no calls returned ever.My wife went into the dealership on 6/27 and finally got the mgr of the person we worked with.This lady told my wife the original cancelled paperwork was never submitted. We were given additional signed paperwork of our cancellation which I will attach.It is now 7/18/24 I have called *********** who the loan is with.They let me know this process generally only take a few days but they have not received any check or notification from Napelton Nissian.I would appreciate any assistance I can get here and my next letter will be to the Attorney General.Thank you!
*******************************Business Response
Date: 08/07/2024
A check was issued to ******************************* on 07/10/2024, please let us know if you have any additional concerns.
Kind regards,
Business Response
Date: 08/15/2024
We ask that ******************************* please reach out to ********************* the General Manager as he has not been able to reach the customer.
Kind regards,
Customer Answer
Date: 08/21/2024
Complaint: 22009219
I am rejecting this response because:I have not received any messages from Napelton. Even though this message said to reach out to ******************* there was no phone number left for me.
I called the dealership on 8/19 and 8/20. The person who took my call said they put me through to ******************* and I left voicemails each time and havent received a call back yet.
I will continue to try and call in but this is trending in the same direction as before and a lot of my time which becomes frustrating.
Sincerely,
*******************************Business Response
Date: 08/27/2024
We apologize for the error, we are going to send an additional check.
Kind regards,
Initial Complaint
Date:07/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased 2019 ****** Camry on 3/27/24. The next day the car threw several dummy lights including check engine. We didn't get that car back for over three weeks because of a "faulty sensor." I called several times to be informed that they couldn't figure out the issue, sent the car to ******, brought it back, and then sent it to ****** again. Only to be told that it was a sensor issue and nothing else. Since then we have had nothing but issues with said sensor, been unable to use cruise control because of it, and the front bumper wont stay on. I took the car to a body shop, Caliber Collision in **********, for a second opinion on 7/15/24 and was promptly told that this car is unsafe to be on the road due to massive frame damage and should have never been sold in the first place.Business Response
Date: 08/06/2024
Thank you for allowing us to investigate your concerns. We take all customer feedback seriously and strive to ensure a positive experience for everyone.
Upon thorough review, we have found that the vehicle in question, identified by VIN# *****, did indeed pass a state inspection on 02/26/2024. This inspection confirmed that the vehicle met all necessary safety and operational standards.
Additionally, we have attached a current Carfax report for the vehicle, which is dated today. This report includes all relevant information disclosed during the sale, ensuring transparency and full disclosure. We want you to feel confident in our transparency.
We hope this addresses your concerns. Please feel free to contact us if you have any further questions or require additional information.Kind regards,
Initial Complaint
Date:07/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a brand new truck from Napleton Clermont Chrysler Jeep Dodge RAM in ******** Florida, ***** is the **** I bought a 2021 top of the line Blue TRX Dodge pick up truck. I also bought an extended warranty from the dealership as well, the day I bought the car from a subsidiary of Assurant. Unfortunately, 5/12/24 I had to drive my car to the dealership because it was not driving correctly.I soon found out that my engine needed about $37 of engine repair, the engine basically needed to be replaced. Of course, ***** the ** of the dealership tried to see if the factory warranty. The factory warranty denied to cover anything because they said it was a problem with the fuel which cascaded the problem onto the rest of my engine. Apparently fuel injectors are not covered under the warranty. I called the Mopar/Dodge help line for customer complaints and they reviewed my case and actually concluded/stated that even though the part was not under warranty they would a lot Napelton and ***** DM Notes to offset expenses. ***** refused the DM Notes and said the extended warranty would cover it. The Mopar support group told us they would pay him to fix the car and it is unusual that ***** did not want to do it. ************ then submitted the problem to the extended warranty who finally agreed yesterday to cover only half the expenses leaving my $14,000 to fix the car.***** continues to take DM Notes from Chrysler.I feel violated as a loyal customer and will pursue legal ramifications if necessary and take this case public because I hope nobody goes through the experience that I have had.***** should of followed ********'s demand to fix the car and now he expects me to pay $14,000 to fix a car that is only two years old?I have been in a rental car for 10 weeks and super inconvenienced and the extended warranty only wants to cover 10 days. ***** wants me to pay for the rest! the car could have been fixed by now.Business Response
Date: 08/05/2024
********************* is working direclty with the General Manager *********************** to resolve this concern.
Kind regards,
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