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

  
• 

  Napleton's Collision Center of Wyoming Valley

  2150 Sans Souci Pkwy Wilkes Barre, PA 18706

• 

  Hyundai of Carmel

  4200 E 96th St Indianapolis, IN 46240

  
• 

  Napleton KIA of Fishers

  13417 Britton Park Rd Fishers, IN 46038

  
• 

  Napleton's Italian Import of Indianapolis

  4180 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:05/05/2025

  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.

  deceitful business practice re; the sale of a CERTIFIED vehicle. safety issue because the wipers werent working properly. that i one of a few issues

  

  Business Response

  Date: 05/21/2025

  Thank you for the opportunity to respond to this complaint. We understand Mr. ******* concerns and take all customer feedback seriously.
  
  The vehicle in question was processed through *******'s Certified Pre-Owned (***) program, which includes a comprehensive inspection performed using *******'s proprietary tablet-based system. This system mandates a complete step-by-step assessment of all critical vehicle systems, including safety equipment such as windshields and wipers. If any element fails inspection, the technician cannot complete or submit the certification until the deficiency is addressed. This ensures the integrity of the *** program and prevents vehicles from being inaccurately represented.
  
  Based on internal review and multiple conversations among staff, we confirmed the vehicle successfully passed all required *** checks at the time of sale. The automated inspection process includes photo documentation to verify that condition standards were met.
  
  Upon learning of Mr. ******* concerns, our ****************** made significant efforts to resolve the matter, including offering to cover 50% up to $1,000 of the windshield repair costs as a goodwill gesture. This offer was made in good faith and was not an admission of fault but rather an attempt to assist the customer and provide a fair resolution beyond warranty obligations. Unfortunately, this proposal was declined.
  
  We acknowledge and regret any communication delays Mr. ***** experienced. Although our team, including General Manager ****, Service Advisor ****, and others, attempted to assist, it is clear that some expectations regarding responsiveness were not met. We are actively reviewing our internal communication procedures to improve timely follow-up in similar cases.
  
  We remain committed to upholding the integrity of the ******* *** process and delivering a respectful and transparent customer experience. Thank you for allowing us to clarify the matter.

  Kind regards, 

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23290933
  
  I am rejecting this response because:
  This business had no intention at all to assist in their failed inspection of the vehicle purchased. After trying to blame the issue on my window tint person it was brought to their attention that the issue was a 3rd party windshield install that was done before I purchased it. When this was brought to the attention of  the service tech, he said "oh someone missed that" if they wanted to help in what they call "good faith " why did they keep my car for "18" days without even a phone call to me. They even declined a loaner vehicle to me when it was initially dropped off. I am a heart and kidney transplant recipient for less than a year now that had to cancel appointments and beg for rides to appointments because of not having a vehicle to drive. I am very disappointed if the BBB is buying in to this businesses response. They washed their hands of me as soon as the sale was completed. This is a very dishonest group of individuals an most importantly a very dishonest business. I wished I had read the reviews on line before I purchased. Would never had went there if I had. The napleton automotive network should hang their heads in shame. What a horrible and taxing experience. This business knows that it did not complete the proper inspections on this vehicle because part of the wiper system did not work correctly and that should have been considered a safety issue.

  
  Sincerely,
  
  ******* A *****

  

  Business Response

  Date: 05/28/2025

  We respectfully acknowledge Mr. ****** continued dissatisfaction and would like to address his most recent comments.
  
  First, we take all customer experiences seriously, particularly those involving health-related hardships. While we cannot retroactively change the events that led to Mr. ****** dissatisfaction, we would like to clarify the context around the situation and reaffirm our intentions throughout the process.
  
  At the time of sale, the vehicle underwent Hyundais Certified Pre-Owned (CPO) inspection, a process that utilizes a proprietary tablet system designed to enforce strict adherence to all certification requirements. This process includes checks of all vehicle systems, including the windshield and wiper operation. The system does not allow for the completion or submission of a CPO claim if any item fails to meet the requirements. If, as alleged, the windshield had a non-OEM replacement that interfered with the wiper function, such a defect would have needed to be resolved before certification could be completed. Based on available documentation and records, the vehicle passed this required inspection.
  
  We understand Mr. ***** later reported a concern with the wipers, which led to the vehicle being brought back for service. During this visit, our ****************** investigated the issue and ultimately determined that the windshield had been replaced before our ownership of the vehicle. Once this was identified, our staff, including the technician, acknowledged that an oversight may have occurred. While not legally obligated, we offered to contribute 50 percent toward the windshield repair as a goodwill gesture to help resolve the matter.
  
  Regarding the extended service timeline and the lack of a loaner vehicle, we sincerely apologize for the inconvenience this has caused. We recognize that our communication fell short and that more proactive updates should have been provided to Mr. **************** fully appreciate Mr. ****** frustrations and his desire for greater accountability. While we stand by the integrity of our CPO process, we acknowledge that this experience did not meet his expectations. We remain open to continuing dialogue should any further clarification or resolution be sought through proper channels.

  Kind regards, 

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23290933
  
  I am rejecting this response because:
  This again was sold as a "certified " vehicle that was not properly certified or vetted. They can argue and reject what I have experienced all they want but it comes down to they sold me a vehicle without the proper wiper functions in working order. They absolutely knew this and passed it off on to the buyer instead of putting another windshield in just to maintain not having to spend money. I will not let this go until restitution is made. They can pay me for the new windshield I paid to have put in. They know they did a buyer dirty and don't want to make it right.

  Sincerely,
  
  ******* A *****

• Initial Complaint

  Date:05/05/2025

  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 the last year, I had 2 appointments at the dealership and was not happy. I spoke to the service manager. I tried to make a 3rd appt but no one would call me back. I sent a letter to the service manager telling him I would not be coming back. But the dealership has continued to send me marketing letters. On May 2nd, I called them and said that i wanted to be removed from the mailing list and they referred me to the corporate office (**********). The customer service *** was unable to help me and said that I would have to contact the dealer. I am getting 2 types of mail: `1) extended warranty offers from the dealer, even though my car is 15 years old. Other mail from an associate in **************** **. I have written to them but they are still sending me mail. I am sick of this junk mail.

  Customer Answer

  Date: 05/06/2025

  I threw out the two mailers; nothing to send you.

  

  Business Response

  Date: 05/21/2025

  We acknowledge receipt of Mr. ***** complaint regarding continued marketing communications. Upon internal review, our ******************** has confirmed that the customers information has been fully and permanently removed from our distribution lists. We sincerely regret any inconvenience Mr. **** may have experienced and can confirm that no further marketing communications will be initiated from our organization moving forward.

  Kind regards, 

• Initial Complaint

  Date:05/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Certified Pre-owned 2022 ******* Santa Fe from this dealership for $27,570 after taxes on April 21, ********: ***************** The car was being "serviced" for a week before it was going to be delivered. When I went to pick up the car, I noticed the ** was not working. I complained to the service department and management about the issue. I then attempted to cancel the contract knowing I did not yet drive off the lot. They told me it was my car now and they cannot cancel the contract. I proceeded to try over emails between a ******* USA and the dealership. The general manager *** was not budging. I have emails and evidence of all the conversations. *** then forced my hand by telling me he was going to tow the car if I did not come pick it up from the dealership.I folded and picked the car up. Not even 24 hours after having the car, I discovered a ***** infestation. I have videos and pictures beyond this BBB complaint to prove this. I emailed ******* and *** right away, and they have not responded to me. I have bombed the car 8 times now trying to get rid of the roaches. I have a family, an infant, a toddler, and a wife who can't even drive the car because of the health concern associated with it. ***** is helping me and my family.I do not want this car anymore because of lack of inspection that was performed. The car was sold to me in bad faith. I signed a contract for a *** vehicle that states a 173 point inspection was performed. This is a lie.

  

  Business Response

  Date: 06/13/2025

  Adam Acevedo is working with the General Manager to resolve this concern. 

  Kind regards, 

  Customer Answer

  Date: 06/16/2025

   
  
  Complaint: 23284588
  
  
  
  I am rejecting this response because:

  I have never been contacted by the general manager about this concern and neither has my wife. 

  
  
  
  Sincerely,
  
  Adam Acevedo

  

  Business Response

  Date: 06/23/2025

  We appreciate the opportunity to address the customer’s concerns.
  

  After a thorough review, we have verified that the vehicle’s Certified Pre-Owned (CPO) status is active and that it has undergone the required factory inspection in accordance with manufacturer standards. All certification processes and quality checks were properly completed.
  

  We are committed to transparency and customer satisfaction. If the customer would like additional copies of the CPO documentation or the inspection report, we would be happy to provide these upon request.
  

  Please let us know how we may further assist.

  Kind regards, 

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23284588
  
  
  
  I am rejecting this response because:
  

  This generic response does not address anything that was stated in my initial complaint. My car was infested with roaches for weeks which i took care of, the car had an issue with the Air Conditioner which i also have proof of, and the fuel injector was just replaced which I also have proof of. What inspection? The car was driven not even 500 miles since I purchased it.  Please respond with a real response, and not something copy/pasted from a .txt file. Napleton's Hyundai of West Palm deserves the bad review. 

  
  
  Sincerely,
  
  
  
  Adam Acevedo

• Initial Complaint

  Date:05/03/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2022 ********** Jetta on 04/03/2025. I asked for ************** extended warranty and to have the total of my sales tax added into my auto loan. The car was advertised for the selling price of $17,840. They sold the car to me for $18,089. The difference is $249.00. $249 is the price of the non-negotiable wheel locks option that they could not remove from the price of the car. When I inquired about the key for the wheel locks, they didn't even have it. So, they said they would reimburse me. Well since they raised the price of the car to $18089 then they would mean they did not reimburse me. I'm still paying for their mistake of selling me something they did not have. Also, something called "LUXCARE" was applied for $915, this was also non-negotiable and could not be removed. I know this is the scam they run because I didn't have a down payment, and they have to make a profit. I did have good enough credit to get a 5.99% interest rate. I asked to have the sales tax added to the loan. I have had this done 10 times at 10 different dealerships. The dealership will cut me a check for the TOTAL amount of the sales tax. I take the check to the **** and I only have to pay $50-$100 for other fees to get my plates. So, when I receive my paperwork, I was expecting a check for around $1700 (sales tax is usually $100 per $1000). I received a check for $689. I don't what magical math they did to come up with the number. Regardless, you can't advertise for one amount and then change the price that's false advertisement. The check for $249 that they are sending me is not a refund because they added to the price of the car. I need to be refunded $249 for the wheel locks.

  

  Business Response

  Date: 05/21/2025

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

  Kind regards, 

  Customer Answer

  Date: 05/25/2025

   
  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,
  
  **** ********

• Initial Complaint

  Date:05/01/2025

  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.

  Purchased used 2017 ******* ****** from this ******* dealership in June 2024 thought this was the right route since this is an authorized ******* dealership Unfortunately I was wrong Within 6 months engine problems began I was told engine covered under lifetime warranty but our problem was excluded Took back to dealership for help but they pretty much dismissed us was told we need new engine Took to another ******* dealer for estimate was told by mechanic the issue had to have been previous to our purchase because this could not have happen within 6month as long as we did required maintenance We were sold a vehicle that had engine problems that were not disclosed to us They were not transparent with us The dealer failed to properly inspect before selling to us I investigated found recalls on this engine yet they find loop holes to not honor We were told day of purchase they had just gotten in They just wanted to make a quick sell Now after several estimates we're looking at either $8000 plus to repair/replace which is more than car worth The dealer/**** offered no help or compensation on their faulty vehicle Called ******* CSR filed cases to no avail Just getting run around and excuses from both obviously neither wants to take responsibility for selling me what is clearly a defective car or help with repairs or replacement This is deceptive business practice and unconscionable conduct by dealer/**** They need to repair or replace and compensate for our inconvenience We've had to pay for estimates tows rides to work etc I have never experienced anything this atrocious from a business ever I beg for your help to get us adequate compensation for situation because they refuse to satisfactory assist me. 

  

  Business Response

  Date: 05/28/2025

  This letter serves as our response to case number ********. The vehicle referenced, a 2017 ******* ******, was sold on May 18, 2024. It returned to our service department approximately seven months later with over ***** additional miles on the odometer. The concern now being raised was first documented on a second repair order. Given the time and mileage that elapsed, we do not find evidence to support the claim that the issue existed at the time of sale.
  
  Before the sale, the vehicle underwent inspection and reconditioning. The initial repair order outlines the work performed, which included both repairs and maintenance, demonstrating that the vehicle was inspected and serviced appropriately before being sold.
  
  In December, the customer visited our **********************. During that visit, the General Manager extended an offer to discount the necessary repairs even though the issue was not covered under warranty. The customer declined the offer, explaining that they would continue driving the vehicle because it remained operational and they could not afford repairs at the time.
  
  The dealership acted in good faith throughout the sales and service process. Based on the available documentation and the timeline of events, this matter was handled appropriately, and we do not find grounds for compensation or further action.

  Kind regards, 

  
  

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23275281
  
  I am rejecting this response because: What you are stating is incorrect The dealership offered me $500 towards trade in for another vehicle (Dec 2024)which meant they'd be giving me $500 for a $10000 vehicle which is ridicilous Why would you suggest I bring car in to be evaluated AGAIN when ******* has done twice with the same conclusion
  When car was brought in Dec 2024 there was approx 4000 miles NOT 5000 additional miles The offer to repair/replace engine was $8000 not discounted As you can see there are conveniently no notes stating any of this The repair estimate I submitted was from **** ******* on 3/27/25 The mechanic ******** also stated to us this issue had to have been existing a while for this to occur to this extent There are various inconsistencies in *******'s stories Between 4/2022-5/2024 (***** miles) there was no maintenance performed on this vehicle Then 5/2024 Napleton changed oil, spark plug and air filters THATS IT ******** from **** along with the other 2 mechanics that inspected vehicle all concurred the sparks plugs were probably changed because Napleton thought that would solve the issue the car was having before I purchased The hole in the valve and corrision build up had initially started to occur way before my purchase
  Thus again this leads back to Napleton initial failure to adequetly assess the vehicle while in their possession prior to my purchase Had my 2017 ****** been inspected properly they would have discovered there was a bigger issue impending instead they passed the defective car on to me No the dealership did not act in good faith 
  Yes this is deceptive sales tactics on the part of Napleton ******* and for you guys to not accept any responsibilty is appalling and disgraceful Some type of compensation should be offered I paid out of pocket nearly $7000 to get estimates from several reputable mechanics including another ******* dealership and finally replacing the engine just to have a functioning vehicle because I had no choice I was still paying a car note I was making payments on the "Lemon" Napleton sold me for $10000 then quoting me it was worth $500 to them I believe its only fair you guys take accountability and make amends for your part in this debacle Had you all only done your due deligence this would have never happen Most of all had you been forthcoming and not so desperate to push off a car (not disclose ***** miles no maintenance which obviously posed an issue) on an unsuspecting consumer we wouldnt be in this predicment I truly believe a creditable business acting in good faith means you do right by your patrons and make good on faulty product
  If there can not be any just conclusion than I will persue with FTC and the Illinios State Attorney General's office
  
  Respectfully
  ***** *******
  
  

  

  Business Response

  Date: 06/06/2025

  Thank you for providing us the opportunity to respond to BBB Case #********. Upon reviewing the complaint submitted by ***** *******, we wish to clarify several pertinent points.
  
  Firstly, the complainant, ***** *******, is not the purchaser of the vehicle in question. Ms. ******* is the sister of the actual buyer and was present at the dealership during a service visit in December 2024. While her involvement is acknowledged, she is neither the legal owner nor was she a party to the vehicle purchase transaction.
  
  The 2017 ******* ****** referenced in the complaint was sold on May 18, 2024. Approximately seven months after the purchase, the vehicle was brought back to our service department, having accumulated over ***** additional miles. The concern described in the complaint was initially documented during a second repair order in the December 2024 service visit. Given the operational period and mileage accrued post-sale, it is improbable that a major defect existed at the time of sale.
  
  Before the sale, the vehicle underwent our standard inspection and reconditioning protocols. Documentation from the initial repair order confirms that necessary maintenance and repairs were completed to ensure the vehicle met appropriate operational standards at the time of sale. During the service visit in December, the customer was advised that the reported issue was not covered under warranty. Nonetheless, our General Manager offered a goodwill gesture by providing a discount on the necessary repairs. This offer was declined, with the customer indicating their intention to continue operating the vehicle due to its continued functionality and their financial constraints regarding the repair costs at that time.
  
  We are aware that the customer sought multiple third-party assessments. However, opinions provided by external facilities do not supersede the inspection reports and documentation that were completed at the time of sale. We maintain that our dealership acted in good faith throughout the sale and subsequent service interactions. Therefore, we find no sufficient grounds to warrant compensation or further remedial action.

  Kind regards, 

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23275281
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23275281
  
  I am rejecting this response because: Please see attached. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/30/2025

  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 bought a pre-owned ************ over two weeks ago, I've even made my first payment already and I STILL DON'T HAVE THE CAR. When I test drove the engine light was on and I've been given the runaround ever since. They took my other vehicle in trade leaving me with nothing. They've given me a loaner but I want the car I am paying for. This is ridiculous beyond measure. My vehicle is no priority to them because I've signed the papers. They've been paid in full for this vehicle by my bank. Nobody can tell me when I'll get my car. This place is trash. I cannot wait to leave reviews.

  

  Business Response

  Date: 05/28/2025

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

  Kind regards, 

• Initial Complaint

  Date:04/28/2025

  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 visited this location several times trying to get back my gap insurance from them. Each time i left empty handed saying they will mail me the check. It is now going on four years and I have yet to receive a check from them.

  

  Business Response

  Date: 05/16/2025

  This correspondence is in response to Case #******** regarding Mr. ****** ********* concern about a ************* refund.
  
  Our records confirm that a refund check for $1,994.37 was issued on March 29, 2023, following the cancellation of applicable protection plans. Per standard procedure, the check was made payable to the lender listed on Mr. ********* original financing agreement and mailed accordingly.
  The disbursement was completed according to the contract's terms. However, we remain available to provide supporting documentation or confirm receipt with the lender if needed.

  Kind regards, 

• Initial Complaint

  Date:04/24/2025

  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.

  On April 18, 2025, I visited Napleton Carmel ******* in ******, **, with an approved auto loan from ********** for $31,000, which was more than enough to cover the purchase of a 2022 ***** CX-5 listed for $27,221. I provided the dealership staff with proof of this approved financing.However, I was misled by a salesperson named ****** who told me that my personal information was required for ********** to complete the financing process. Despite clearly explaining that I had already been approved through ****** I was told that my information was needed for verification. Shortly after, I discovered that my information was submitted to multiple other lenders without my consent, resulting in three unauthorized hard inquiries on my credit report.I asked ***** why this was necessary, and each time he reassured me that everything was fine, and he would leave the room to process the paperwork. I was also told that the vehicle could not be sold to me because ***** allegedly approved a lower loan amount than what I had been approved for. However, my ***** approval clearly shows I was approved for the full amount needed to purchase the car.This seems like an attempt to push me towards using the dealerships financing options, which I never agreed to. As a result, I am now facing unauthorized credit inquiries and potential damage to my credit score.

  

  Business Response

  Date: 05/14/2025

  ******* ******* has been contacted multiple times, unfortunatly we have not been able to reach them.  We ask that you please respond to the messages that have been left so we can come to a resolultion for this case. 

  Kind regards, 

• Initial Complaint

  Date:04/23/2025

  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.

  This dealership advertisement shows this as a new vehicle. There is no mention of the cars mileage in the ads nor listed in the description of the vehicle. The sales person never mentioned the cars mileage actually had ****** miles on it and the financing this dealership negotiated was as a new car. Had I not noticed the mileage in a tiny section of a photo of the interior I would have never known until I got to the dealership which is an hour away I took off of work to secure financing and obtain insurance and was headed there when I noticed the true mileage. I think the add is deceptive as was the dealership and their representatives. Here is a the link to their website listing the car as NEW ********************************************************************************************************************************************

  

  Business Response

  Date: 07/01/2025

  The vehicle referenced in Mr. ******** complaint was a ******* service loaner, part of an official manufacturer program. ******* classifies these vehicles as new despite minimal mileage from service use. Mileage was correctly noted in the sales documentation. We regret any confusion the customer experienced and will review our online listings to confirm adherence to advertising standards.

  Kind regards, 

• Initial Complaint

  Date:04/22/2025

  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 new car from a different dealership on 2/2/25. I reached out to Napleton's ********** of ******* from 2/3/25-2/10/25 by online form, call, and email To cancel my Gap on the previous car and receive a refund. I finally got a response on 2/11 ******* ******* Customer Relations Manager requesting I complete paperwork and send it back. I sent the paperwork back the same day. I was advised it would be 6-8 weeks for the refund to process. After 8 weeks past without any communication I follow up with ******* again on 4/5/25. She advised me that there was a new manager over that department and was unsure if the refund requests had been processed. She advised to give it another week to see if the funds had been processed. After a week past I followed up again on 4/14. She informed me that the funds had been processed and should be sent out the following day. I still have not received the my refund. I sent an additional email on 4/21 asking for an update and am still awaiting a response. It has been *********************************************************************************** when I will be receiving it. I am requesting that my refund be processed that is rightfully due to me.

  

  Business Response

  Date: 05/21/2025

  ***** ***** is working directly with ******* ******* to resolve this concern. 

  Kind regards,