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

  
• 

  Hyundai of Carmel

  4200 E 96th St Indianapolis, IN 46240

  
• 

  Napleton's North Palm Hyundai

  3703 Northlake Blvd Palm Beach Gardens, FL 33403

  
• 

  Napleton's West Palm Hyundai

  2301 Okeechobee Blvd West Palm Beach, FL 33409

  
• 

  Napleton's Acura of Palm Beach

  6870 Okeechobee Blvd West Palm Beach, FL 33411

  

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: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, 

• Initial Complaint

  Date:03/14/2025

  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.

  To whom it may concern, my vehicle was with your team at ******* from October 28 until March 10. During that time, you broke the door lock on the drivers side and did not inform me about any repairs made. Additionally, the engine cover was not reattached, and there are significant areas of missing paint on the front of my car. I initially brought my car in because it wasnt starting, and it took a month for you to file a claim with *********** after I contacted their corporate office. Eventually, an engine replacement was approved, but you then claimed the problem was with my transmission, which turned out to be incorrect. Your service advisor later informed me that I needed a solenoid replacement for $1,080, which I was told would resolve the issue, but it did not. You submitted a claim to ******* to fix my transmission, which was denied. Additionally, the front paint of my car is chipping because it was left in the sun for too long, and I was not informed about the damage to my door. When I picked up my vehicle a few days ago, I was still charged $1,080 despite the fact that the issue remains unresolved. You noted on the work order that I mentioned my transmission was slipping, but I never said that; I was told by you that my transmission was faulty. I request that a service manager contact me. It has been nearly impossible to reach anyone at ******* to discuss my vehicle. This dealership appears to be scamming customers, as it makes no sense to charge $1,080 for a service that did not repair my vehicle.

  

  Business Response

  Date: 04/11/2025

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

  Kind regards, 

• Initial Complaint

  Date:03/12/2025

  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.

  I went to Jeep Napleton March 8, 2025 in the hopes of getting my high mounted 3rd brake light fixed that was not working, on my 2018 Jeep Renegade. I had just come from my local auto shop which was affordable. My concern was how expensive the Jeep dealership is and I would change the bulb myself. With it being high mounted brake light, the lift gate needed to be taken apart a very expensive job just to change a bulb. Which I could not do on my own do to work sched as an over the road CDL driver. So I decided go to trusted auto shop near by instead of expensive dealer. I agreed to the after market brake light which was cheaper and usually works but didn't. Auto shop said they would try again but use light from dealership. Both me and the shop thought maybe brake light not working due to it being after market and that the brake light from dealership would work. I told neighborhood auto shop I would just go to the dealership & get it done in case something else was wrong. So I go to Jeep Napleton *********************************** Arlington hts, IL ***** and they charged me $377 for a new 3rd brake light that didn't work. Not because it wasn't new or didn't work but because it wasn't connected to anything. Turns out it was water inside bulb and it was electrical was why after market light didn't work at other shop. Nobody at Jeep bothered to tell me that I still did not have a working brake light till just before I was about to pay $377. Only cause I asked. So I asked why he didn't tell me at first and why he wanted me to pay for a brake light that still didn't work. I told him I can still be ticketed for brake light not working. **** say don't worry about it. Just come back Saturday and he would cut me a deal, but that I still have to pay again. I asked how much wouldn't give me an answer. His adviser sent me a ********** gave **** 1 star. He call me back & say he cancel me for Saturday cause of a bad review, after I paid him $377 & I took off from work. WRONG I WANT A REFUND!

  

  Business Response

  Date: 03/19/2025

  We appreciate the opportunity to respond to Ms. *********** concerns regarding her service visit to Napleton's ***************** Chrysler Dodge Jeep RAM.
  
  Ms. ********* visited our dealership on March 8, 2025, requesting the replacement of her high-mounted third brake light. She had previously sought repairs at another facility, which had installed an aftermarket light that did not resolve the issue. Based on her request, our parts department ordered a replacement brake light without requiring prepayment. Upon installation, our technician noticed several broken or missing clips, indicating prior tampering with the assembly. Despite this, our technician made reasonable accommodations to install the new light. Initially, the light functioned, but it stopped working when the vehicle moved, indicating an underlying electrical issue.
  
  At no point did our dealership mislead or overcharge Ms. ********** The $377 charge covered the cost of the part and labor for installation, as agreed upon at the time of service. Since Ms. ********* did not request a diagnostic service, our team performed the installation as instructed. Once it became apparent that the issue extended beyond the brake light itself, we offered to schedule a follow-up diagnostic appointment, which she accepted for the following Saturday.
  
  Ms. ********* later expressed dissatisfaction regarding our credit card surcharge policy, which is a standard and clearly communicated practice. She ultimately opted to pay in cash. Additionally, after the service visit, she provided a survey response that significantly impacted our customer satisfaction score. Despite our willingness to assist further, Ms. *********** rating and subsequent conversations led to a breakdown in communication regarding her follow-up appointment.
  
  While we regret that Ms. ********* is dissatisfied with her experience, we maintain that our dealership acted in good faith, performed the requested service appropriately, and offered reasonable solutions. As the installation service was rendered in accordance with her request and the part was correctly installed, we do not find grounds to issue a refund.
  
  Sincerely,

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23059192
  
  I am rejecting this response because: I clearly am being mistreated and discriminated against. I am a woman and a Army veteran and they thought they could get over on me. By charging parts and labor for a broken brake light they never fixed Instead of just charging me for the part. That did no labor, light was still broken and never fixed. Why would I pay them $377 for a broken light. If they wanted to charge me the $196 for the part fine. Because that's all they did. They did not repair the brake light. Therefore they did no labor therefore I should be refunded 188 dollars for labor they never did. They basically sold me a brake light a part with no labor because had they done any labor my broken brake light would be fixed. They did not offer me a diagnostic, but they could have at least at least offered me a diagnostic. I did ask why they did not offer me a diagnostic and **** ******* the service advisor said they are not electricians working on my car they are the oil change guys looking at it because no electricians are on duty, so I had to just accept broken light labor charge and pay regular price. Total waste of my time. Their credit surcharge got nothing to so with me. They were already overcharging me by making pay a labor charge for not fixing anything. So I refuse to pay another extra time and went to my car to get my debt card to pay. I did not pay cash that is a lie. I used my debt card and have receipts. In fact ***** ******* the service manager and **** ******* the service advisor were watching me go to my car to get the payment like I was their criminal and both of them were ******* me. Cause They wanna hurry up and close cause it Saturday. All could be avoided if they would have just stopped and said look we can't fix it. We can charge you for part you can come back later cause we don't  fix anything today. Or you can get fixed somewhere else. But no labor charge cause we didn't labor or fix anything all we did was gave you a part. I want a refund 188. Or I will be contacting Jeep Consumer affairs and my lawyer next. I will have my lawyer have the cameras pulled at that store and the truth will be heard and seen. All they did was rush me out of store and take my money. They fixed nothing.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:03/11/2025

  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.

  If youre in the market for a vehicle, I would strongly advise against this dealership. My experience was incredibly frustrating due to their unprofessionalism, lack of flexibility, and poor customer service.I arrived with a pre-approval from my bank, yet the dealership insisted on running a hard inquiry on my credit, despite the fact that I was not seeking financing through them. As an authorized dealer partnered with *******, they should have accepted my approval letter and allowed me to complete the purchase. Instead, they refused and stated that without a credit check, I could not take the vehicleleading me to believe they were pressuring me into considering their financing options, which I had no interest in.Additionally, they attempted to upsell me on $3,000 worth of add-on packages, which I declined. Their attitude immediately shifted, and they informed me that even if I put down a deposit, they would still sell the vehicle to another buyer. I have never encountered such an unreasonable policy in any of my previous car ************ an effort to resolve the situation, I even offered to pay the full purchase price in cash and requested reimbursement once my banks check arrived. They outright refused, claiming they could not guarantee a refundan explanation that seemed highly unprofessional. Throughout the process, ***** ******** and **** displayed dismissive and unprofessional behavior, with **** even laughing at my predicament.After making three separate one-hour trips to this dealership, I have yet to receive my vehicle. If I had another option, I certainly would have taken my business elsewhere. I strongly recommend avoiding this dealership to save yourself time, frustration, and unnecessary complications.

  

  Business Response

  Date: 03/31/2025

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

  Kind regards, 

• Initial Complaint

  Date:03/10/2025

  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 had bought a vehicle from them back in october of 2024 and one of the added costs was the window tint. The salesman who was helping me told me it was brand new window tint and charged me 400 to 500 dollars when i purchased the vehicle, even had a sticker on the window for the tint. Come to find out a little later when i had the window rolled down, i saw that tint was cracked at the top of the window meaning it was not brand new window tint, brand new window tint does not peel or crack like that. I dont think anyone appreciates being tricked like that.

  

  Business Response

  Date: 04/09/2025

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

  Kind regards, 

• Initial Complaint

  Date:03/06/2025

  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.

  Napleton for a recall. I first went to get my car serviced for a recall on my clutch. I was told it only take a few hours. The clutch got stuck in reverse car tow there on February 10, 2025 on February 12, 2024 at 9:11am I called to check on my car stating that I would be contacted shortly. I talked to the manager, I informed her I had not been able to find anything out about my car. She stated **** said he called you earlier which was the first lie, then he said he texted me which was the second lie. Well after the lies he finally sent me a text stating:" It will more than likely be tomorrow, due to the nature of the recall, now that is a total contradiction of what I was told about it only taking a few hours to fix. On February 13, 2025 at 11:13am I text **** back I said " Do you know if my car will be ready today he called about 5 minutes later telling me that my 500C **** would need $13,000 worth of repairs before it would be ready. I told him to just do the recall and I would call him back to let him know what to fix I told him I would call him back but instead I called the company that had a lien on my car and told them they could pick it up. I then received a contract from this man to sign with him stating this is the plan On February 13 at 12:23pm I text him back at 4:24pm telling him that I couldn't afford to pay that what is all that for that I was giving the car back. Now jump forward to yesterday March 5, 2025 I received a call from the loan company telling me I could pay my debt off with a faction of the money I owed. I agreed and paid the money then I called Napleton and they are telling me I need to pay them $3,000 for my car I asked " What did you all do I never gave permission to have work done on my car you see I never signed anything and also have text messages proving that I didn't authorize anything to be done to my car. These people told me they put on shocks for $1200 and there is parts in my car that I need to pay for prior to getting my car. 

• Initial Complaint

  Date:03/05/2025

  Type:Product 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 have made several attempts to get it resolved at the dealership level without any success. I traded my Sorento in Nov 2023, in which I had ************** I called a month later and inquired about a refund for the difference. I was told that it would be processed. It is now over a year later and i have not received a refund on any fu calls. I confirmed that the Gap policy was canceled when it was traded in. I have continued to call, and no one calls me back. I left a message for the F&I manager. He didnt call back. Left a message for anyone in the financing **** and still no call back. I have called sometimes and the phone just rings and rings. I was given a number for customer service. I left a message there and no call back. I called another number that was given to me today and no call back. I have purchased four vehicles from you. An Optima, Sorento, K5 and Carnival. I will never buy another one if this is how you treat your "valued" customer. I am in the process of refinancing the Carnival and again should be expecting a refund and I have zero faith that it will be handled in a professional matter. I am unsure as to what needs to be done at this point. Do I need to contact *** investigate or the BBB to get a call back at this point?

  

  Business Response

  Date: 03/17/2025

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

  Kind regards, 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23023778
  
  I am rejecting this response because:

  I am waiting on my 2nd ************* refund . At this point my issue hasn't been resolved. Disa has been very responsive but up until I was able to find an email address to communicate there was zero contact. I finally was told that the refund was added to my down payment. This was not communicated to me.   
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 03/27/2025

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

  Kind regards, 

• Initial Complaint

  Date:02/28/2025

  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.

  12/31/24 I bought a truck that was way more messed up than told about I bought a tunnel cover 2000$ and 915 $ for a paint care package that was never used . I had to cut my loss and trade out of the truck bc ed ******** wouldnt fix the truck so I want atleast my money back for the extras I didnt get to enjoy !

  

  Business Response

  Date: 03/21/2025

  We ask **** ****** to reach out to **** ********, she would like to help you resolve your concern.  She can be reached at **********************************************************************

  Kind regards, 

  
  

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23005648
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ****** Ive spoken to disa from ex Napolton as she has informed me that it is over her head . They did however offer a maitenance package lol after the re sold my perfectly good trade and sold me a paint care package and  truck far more damaged than the carfax says . Oh and a bed cover that was 2000 $ that was put in wrong also . I will not end this dispute 

  

  Business Response

  Date: 04/11/2025

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

  Kind regards, 

  Customer Answer

  Date: 04/20/2025

   
  Complaint: 23005648
  
  I am rejecting this response because: yes we are talking the company is claiming they have no power to refund my money and continue to lie to their upper management staff about the shady care sales 
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 04/27/2025

  CDJR of Mid Rivers remains committed to resolving Mr. ******* concerns.
  
  At this time, our offer for one year of prepaid maintenance still stands.
  

  Additionally, if Mr. ****** wishes to cancel any products, he will need to visit the dealership in person.
  

  The following documents will be required at the time of cancellation:
  *Bill of Sale from his most recent trade-in
  **The Bill of Sale must show the Vin, date, and mileage of the trade-in vehicle
  

  Once the requested documents are presented, we will review and process any eligible cancellations accordingly.
  
  Kind regards,

• Initial Complaint

  Date:02/27/2025

  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 2019 Jeep Wrangler Unlimited on Dec 7th, 2024 for $43,659.08. Problems almost immediately began.Issue 1 - Check engine light - first week of owning. Solution I was told that the Jeep needed a software update. They said they don't do them during their certified used vehicle inspection because they're too expensive and they only do them when something goes wrong.Issue 2 - Gas tank sensor died - second week of ownership Issue 3 - Touch Screen Display malfunctioning - also second week of ownership. I brought the care in for both issues. I told the service man the issue and he said due to my warranty starting after 30 days of ownership, I will have to pay for the repairs. I said I just purchased the vehicle and his reply was "Well I need to pay my guys, so if you have an issue then you should go talk to your salesman and see if he can do anything."Issue 4 - Winch disengages while I'm driving down the highway - 4 weeks into ownership. They did not fix this because they said it's an after market item and that the Jeep didnt come with the needed remote so they can't fix it. Wouldn't it come with the winch in the first place or if not atleast tell me when i purchase it so i can go get it myself?Issue 5 - Dashboard Cluster and gauges malfuncton - 6 weeks into ownership That was the last time I've seen my car. 7 weeks since I brought my car in and they still have no *** on a fix. Ive barely driven it. I spoke with the Sales Manager who informed me that Corporate said they refuse to refund my money because its "not their fault". He said that he will trade me into another car but not replace it. So it will cost me thousands of dollars more to do that. It is very apparent that they cannot fix it either due to the fact that the manufacturer cannot produce the part needed to fix the ****. They're response was merely that they will reimburse me for the $80 winch remote and pay the $100 deductible when the car is fixed. The car they can't seem to fix.

  

  Business Response

  Date: 03/19/2025

  CDJR of Clermont acknowledges Mr. ****** ********* concerns regarding the 2019 Jeep Wrangler Unlimited he purchased on December 7, 2024. We regret that he has experienced issues with his vehicle and want to assure the customer and the ********************** that we have taken all reasonable steps to address his concerns fairly and professionally.
  
  Following Mr. ********* complaints, our service department promptly investigated and completed all necessary repairs at no charge to the customer. While the vehicle did require service, these issues were covered under the extended warranty provided with the purchase, apart from a $100 deductible, which we voluntarily waived as a goodwill gesture. Our team has remained in communication with Mr. ******* and has assured him that any future concerns will be addressed and expedited to the best of our ability.
  
  Our review of the customer's request for a full refund or a replacement vehicle at no additional cost determined that this request could not be accommodated. The vehicle in question is a pre-owned model, and all applicable warranties and service coverages have been upheld per the terms of sale. We have provided Mr. ******* with options, including a trade-in opportunity, should he wish to explore alternative vehicles, but a direct replacement or refund falls outside of our standard policy and obligations.
  
  Additionally, while we understand the customer's frustration with the delay in obtaining certain replacement parts, these delays are a result of manufacturer supply chain issues beyond our control. Nevertheless, we have remained committed to servicing the vehicle and ensuring all necessary repairs are completed as soon as possible.
  
  We appreciate the opportunity to clarify our position and remain willing to assist Mr. ******* within the scope of our policies and the terms of his purchase agreement. If any further questions arise, we are happy to provide additional documentation, including the repair invoices reflecting the completed work and associated warranty coverage.

  Kind regards, 

  
  

• Initial Complaint

  Date:02/21/2025

  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.

  *** had several issues with my car since purchasing. One of the main issues was the rear view mirror. I had only had the car in my possession for maybe 2 weeks before the issue progressed to the mirror completely detaching from the windshield. I was given a rental until the issue was fixed. I had the rental car for about 3 weeks. I was told the rental was to cover how long my car would be waiting for ************* replacement. Once my car was returned to me I could tell it was the same windshield and mirror the car was purchased with & the mirror has completely detached from the windshield once again. Upon inspection I can tell nothing was done and no parts were replaced which was the reason for me being in a rental for 3 weeks. Originally it had some type of gummy substance on it that was wearing off due to high temperature which melted whatever the product was used to stick it back to the windshield. This time it was some metal piece used to cover the piece of broken windshield that was stuck to the back of the mirror and missing from the windshield with some other type of sticky material which also did not work.

  

  Business Response

  Date: 03/13/2025

  Napleton***************** acknowledges the customer's concerns regarding the rearview mirror. The customer purchased a used vehicle on July 10, 2024. The dealership replaced the windshield and repaired the rearview mirror as a goodwill measure. Subsequently, the mirror was reattached at an outside repair facility in August 2024.
  
  The dealership provides a 15-day or 500-mile warranty on expired used vehicles. The claim was brought to our attention nearly seven months after the repair was completed. Given the time elapsed and the nature of the concern, the dealership is unable to offer further assistance at this time.

  Kind regards,