Complaints

This profile includes complaints for Ed Napleton Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ed Napleton Automotive Group

  1 Oakbrook Terrace Ste 600 Oakbrook Terrace, IL 60181-4485

  
• 

  Ed Napleton Automotive Group

  1000 Lawrence Ave Ellwood City, PA 16117

  
• 

  Wyoming Valley BMW

  1470 Highway 315 Blvd Ste 1 Wilkes Barre, PA 18702

  
• 

  Napleton Kia of Carmel

  4500 E 96th St Indianapolis, IN 46240

  
• 

  Ed Napleton Acura

  745 W Lake St Elmhurst, IL 60126

  

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:04/17/2025

  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 went in to purchase a car. I was not told that I would not be able to return the vehicle if I was not satisfied with the purchase. I called the next day because I was not satisfied with the purchase and was told that I could not return the vehicle. The sales manager stated that they do not have a return policy, and according to the law I am not able to rerun the vehicle. Upon Research, the law gives you three days to return certain purchase. Also, nowhere in my documents does it state that I was not able to process the return.

  

  Business Response

  Date: 04/21/2025

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

• Initial Complaint

  Date:04/15/2025

  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 used vehicle from Napleton ****** on October 26th 2024 for over $50,000. I also wanted to add on a package that the dealership offered that would give me a set number of oil changes at no cost. While talking to the finance department and signing paperwork he told us that he could change the package to allow me to get the oil changes at any ****** dealership at no cost. I agreed to this change due to the fact that I live closer to another dealership. A couple months later I took my vehicle to the other dealership for an oil change and they informed me that the oil change package I purchased was not a package that would cover the oil change and that it only reimburses me up to $55 which would not cover the oil change. I called Napleton on multiple occasions trying to get this changed and they are refusing to change the package to one that allows for free oil changes. I have attempted to talk to the general manager on multiple occasions and he will not return my calls. To make matters worse I received a tax penalty notice for $154 from the state of Illinois stating that the taxes I paid to the dealership werent paid to the state on time so I owed the penalty. I again called the general manager to get this resolved and have yet to receive a call back. This dealership is deceiving customers and refusing to communicate after the purchase. After spending over $50,000 with them I would think they would do whatever they could to fix these issues. I would not recommend this dealership to anyone and would advise everyone to seek other dealers in the area.

  

  Business Response

  Date: 05/14/2025

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

  Kind regards, 

  
  

• Initial Complaint

  Date:04/12/2025

  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.

  The car dealership was supposed to file a time of sales report so I could get a used clean energy vehicle tax credit for a 2022 Chrysler Pacifica hybrid I purchased from them in 2024. They can submit the form now but are refusing to. I will miss a $4,000 tax credit that I quality for because of their decision to not submit the paperwork. I negotiated with them at time of sale so that I could get the tax credit.

  

  Business Response

  Date: 07/01/2025

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

  Kind regards, 

• Initial Complaint

  Date:03/23/2025

  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.

  We purchased a 2023 Jeep Grand Cherokee from Napleton, it has been nothing but problems. In October of 2024 I took it in for an oil change at that time it had lights on and they said they would call me when a loaner was available, I never heard back from them, I went back to the business at the end of January and left a message for the new service manager to call me because the one that we dealt with in October was fired. The new manager did call me back and left a message to call him I have since left 4 messages with no response. My vehicle warranty is going to expire soon and I have no lane departure assist, no crash detection, the stop and start system does not work, no lines on my backup camera, the camera glitches when in use. This is the 3 rd time I have had this issue! I need my vehicle repaired it clearly has electrical issues. This is a terrible business to do business with. I have never had so many issues get a response from anyone as I do this company.

  

  Business Response

  Date: 04/11/2025

  Tathany ***** is working direclty with **** ******** to resolve this concern.  
  
  King regards, 
  

  Customer Answer

  Date: 04/17/2025

   
  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. My vehicle is in the shop and trying to get everything fixed, Disa contacted me promptly and was able to get this dealer to contact me. I have had some push back from the service department and the service advisor. 
  
  Sincerely,
  
  Tathany *****

• Initial Complaint

  Date:03/23/2025

  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.

  Napleton ****** engages is unethical business practices. They sold me a car with the front bumper literally falling off, a day after they claimed they had it ****** certified. When they realized they sold me a car that wasnt ready for the road, they offered to reverse the sale, which is very uncommon for a dealership. They did it because they knew they sold me a complete lemon. After agreeing to reverse the sale, they proceeded to intentionally hold up my refund. They were rude and uncommunicative when I attempted to get updates on my refund. It should have been a red flag in the moment, but hind sight is 20/20, I heard 3 different employee conversations outside of Seths (salesman) office about customer complaints. The way they talked about the customer was dismissive, all of them appeared to be women, and they were discussing how to do the least for the customer and how it was their fault. They need to be investigated thoroughly and stopped from preying on people and selling unsafe cars. Theyre a menace.

  

  Business Response

  Date: 04/11/2025

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

  Kind regards, 

• Initial Complaint

  Date:03/20/2025

  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.

  My car has been in the shop over a dozen times in the last year. Every time, I'm lied to and I don't even know if they are doing the repairs. And the repairs are all over the place from mechanical to electrical. It is certified so I am not out any actual money but my time has to be worth something. ***** is supposed to be a luxury brand and I have a ****** of a car and they don't care. I'm constantly catching them in lies. I've attached supporting documentation on everything that has gone wrong. At one point I called ********** and they told me I had to work with the dealership and they do not seem to have any care that I'm there every month for a repair.I want to turn in the car and get a refund for what I paid.

  

  Business Response

  Date: 04/18/2025

  ***** of Brookfield submits this response to Ms. ********* ********** complaint. While we acknowledge that the customer has experienced multiple service visits, we respectfully disagree with her characterization of the events and believe it is important to clarify our actions and intentions throughout her ownership experience.
  
  Ms. ********** concerns about her vehicle's registration and an associated refund were promptly addressed and resolved. Regarding her issues concerning tire and rim condition, our inspections revealed damage consistent with curb contact. These matters did not result from any error or negligence by our dealership, yet we addressed them at no charge to the customer in a gesture of goodwill.
  
  Since purchasing her certified pre-owned *****, Ms. ******** has returned for service on multiple occasions. All repairs were completed under her ***** Certified Warranty with no out-of-pocket cost to her. These services included tire replacement, suspension component repairs, updates to the audio system, and scheduled maintenance. Each concern was thoroughly evaluated and professionally addressed.
  
  To help reduce the inconvenience of these visits, we provided Ms. ******** with a new ***** loaner vehicle during each appointment. While we understand that any trip to a dealership may involve some disruption, we ensured she remained mobile and that her vehicle concerns were handled efficiently and without financial burden.
  
  In addition to these efforts, our Sales Manager, Mr. *** **********, took it upon himself to personally deliver the vehicle to Ms. ********** home at the time of purchase, complete with a red bow and flowers, in response to her dissatisfaction with the original delivery experience. This level of care reflects the customer-focused values we strive to uphold.
  
  Statements that our dealership or ***** corporate "does not care" are not accurate. ***** of ********** consistently ranks among the highest-performing dealerships in the state and maintains top-tier customer satisfaction ratings. We are committed to meeting the needs of every customer with professionalism, courtesy, and diligence.
  
  Ms. ******** has owned her vehicle for over a year and has benefited from extensive warranty coverage and service support. A return and refund are not remedies available in this situation. Moreover, ***** of *********, which is mentioned in her complaint, has not serviced her vehicle in nearly a year and is not the appropriate subject of this matter.
  
  In summary, ***** of Brookfield has gone above and beyond to address all of Ms. ********** concerns. While we regret that she remains dissatisfied, the record clearly demonstrates that her vehicle has been fully supported with warranty terms and our ongoing commitment to customer care.

  Kind regards, 

• Initial Complaint

  Date:03/19/2025

  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.

  ******** customers service. I spoke with a supervisor (RJ), and Ziggy (alleged Owner) and they were both nasty, rude and insensitive to my complaints about waiting for over 4 hours for 3 consecutive business days at their dealership when I was quoted a time way shorter than that. No apologies for their mistake and the owner told me not to come back. They all lack professionalism and common customer courtesy and service. Told me my car is under warranty so they dont know what my issue is. I would like to be contacted by someone above Ziggy to express my disappointment as I have been a customer at this ********************** for almost a decade and to be talk to like that is so disheartening. Ziggy was very antagonistic asking am I an adult and telling me what another customer told him about my experience

  

  Business Response

  Date: 04/18/2025

  After speaking with Sequoia Brunt, we were able to gather the necessary information to move forward,  she will be working direclty with ******* at the corporate office. 

  ************

  Kind regards, 

  Customer Answer

  Date: 04/21/2025

   
  Better Business Bureau:
  After speaking with corporate and review of this response made by the business in reference to complaint ID ********, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Sequoia Brunt

• Initial Complaint

  Date:03/18/2025

  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 was in a bad accident and we needed to replace the car. My husband went to this H323238303131303536**H (in ****************). I went to sign papers, after a PT appointment and I was not feeling well and it was freezing cold outside. When we got the car home, we found that it was filfhy inside despite the detailing. If they had detailed it properly I still wouldn&#**;t have bought.They detailed it three times and it&#**;s still filthy. I took the car back to the H323238303131303536**H after the third time of detailing, told him it was unacceptable. I asked for the door panesl to be replaced and the sales manager agreed and even said that if that was not satisfactory that the car could be traded out. He asked for three days. We gave him more than five days. After five days, we got the runaround. The sales manager was avoiding my calls. The panels were never replaced. They won&#**;t take my calls.

  

  Business Response

  Date: 04/18/2025

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

  Kind regards, 

• Initial Complaint

  Date:03/17/2025

  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.

  service charge for dianositic that was done on car, However the car was their for the same issue back in oct 2024 and i was told no charge if realted, Then when they found something else wrong they want to charge a fee, But the car still has the same issue. 2015 ********************************* Now they claim it has a bad fuel pump, but before no fuel pump issue but the same exact problem with the car having a key fob error and i had to put the key up to the key placement in order for the car to run and get it to the dealership. Same as befor in october .Seeking a refund of ****** the fee that was charged, Plus taxes

  

  Business Response

  Date: 04/16/2025

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

  Kind regards, 

   

• Initial Complaint

  Date:03/16/2025

  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.

  The dealership has had my car since last November. Under warranty I need a new transmission they have tried to repair it all ready with 2 other transmissions and another part and nothing has worked. Now they ordered another transmission and its currently on back order with no ETA. I want a refund or another car.

  

  Business Response

  Date: 04/15/2025

  We have spoken with ****** ********** and the complaint was suppose to be against *** Motors of America. 

  Kind regards,