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

  
• 

  Napleton's North Palm Auto Park, Inc.

  3701 Northlake Blvd Lake Park, FL 33403

  
• 

  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

  

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:03/16/2023

  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.

   
  Complaint: 19605695
  
  I am rejecting this response because: no one has contacted me, including the General Manager. I have heard absolutely nothing from the company.
  
  Sincerely,
  
  *****************************tow companies they worked with were closed and that I would need to get the keys to them and figure a way to tow it ourselves. I voiced that he needed to figure it out and that I was going to bring the vehicle back to not purchase. He told me they could undo the deal, and I would just need to bring back the keys. He was cold and callus and didnt even ask if we were okay, or offer any other help as my daughter and I were stranded. My sister was able to pick us up, and brought us back to the dealership to return keys and have my check voided. There was ZERO accountability or responsibility taken. ***** talked to us for awhile, and assured us that the check would be voided in the morning and that the deal would be rewound. The lack of accountability and the smugness of sales *************** continues to baffle me. In voicing my concerns, he was laughing, walking away mid conversation, and taking no responsibility for anything. These people lied, cheated us, and put our lives at risk.

  

  Business Response

  Date: 03/17/2023

  The General Manager is working directly with ******************** to address her concerns.

  

  Business Response

  Date: 03/21/2023

  The dealership will unwind the deal for ********************* 

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19605695
  
  I am rejecting this response because: although you already unwound the deal, there is still no responsibility or accountability on your end on what you did. You put my life and my daughters life at risk. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/15/2023

  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.

  Hi. On December 22, 2022 I hit a curb in ******* ******* - damaging my car. I initially towed my car to ********** where ultimately they said they couldn't work on it. So on January 2 I towed it to Napleton *************. The day I hit the curb (December 22) I began working with my insurance agency to file a claim. On January 5 I was given an estimate by Napleton ************* - I ask my representative at Napleton ************* (Rien) to please email my insurance company with their own photos of the damage and the estimate. He says he will do it that day. On January 16 I check it with Rien from Napleton ************* (after leaving messages on his work phone) asking if he had sent information to my insurance. He doesn't respond. On January 18 I reach Rien on the phone. He says he never received information on what to send to my insurance because his email is down. So I resend him the information with the requests from my insurance company. He says he will, again, send it that day. On January 30 I call Napleton ************* multiple times with no answer. I confirm with my insurance agency that **** has still not sent the needed information. The dealership says that my insurance is requesting "more and more" and they are actually taking it into their bay that night to look at it (again, that was January 30). On February 16 I call Napleton ************* and speak to *****. They say an adjustor is coming the next day to look at my car and that my new **** ****** will call/text me. I speak with insurance and they confirm that they no nothing of an adjustor coming. ***** never calls me or texts me. Today is March 15 - I have spent two months trying, and failing, to receive a resolution to my car damage. The representatives at Napleton ************* have repeatedly dogged my calls, ignored my emails, texts, and phone calls. Additionally, there are multiple times of outright lying. I just got off a 1 hour hold with their office and am now in my third month, without a car.

  

  Business Response

  Date: 03/16/2023

  The General Manager is working directly with ****************** to address her concerns. 

• Initial Complaint

  Date:03/15/2023

  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 2018 **** Fusion on 10/06/2022. Ever since I purchased this car I've had nothing but problems. 1st when I purchased the car I was told tht the inspection and emissions were done...Not! The manager ******************* Insisted tht it was and it wasn't, my temp tag expired and I had to pay the penalty for tht. 2nd my check engine light came on not even 30days of me having the car and I went thru h*** trying to get it fixed because the sales manager **** kept reminding me tht "its not a brand new car you know" his words. 3rd I brought my car in on 3/8/23 because my gear shift kept getting stuck in the middle of me driving. I brought it in SEVERAL times only for them to say they cant find the issue. nobody from the dealership even called me to tell me what was wrong with my car! I had to call them on 3/15 after a whole week. The service adv. *** lied to **** by telling him he ordered my "part" what part If I found out you didnt call the warranty company in the 1st place? They wouldnt even give me a loner car, they said they didnt have any....WHAT!!! I even asked them to trade me out cars for the exact value I purchased my car for ***** because I purchased a lemon under the lemon law and they said thts impossible! I called a **** dealership to try to get it in and they were booked up for 2 months. But the advisor there told me tht its my dial shifter just by explaining the problem to him. I will be taking it to **** from now on they lost a customer for life. They treat u like you're at a buy here pay here lot especially if you're not buying a brand new car. THIS DEALERSHIP IS TRASH!!!! seems like they are all about the money. They wont try to negotiate or fix the problem only cover it up by constantly making money....Not pleasing the customer. 2nd to none my butt!!! you can never even get the general manager at all I've tried, even left messages..

  

  Business Response

  Date: 03/28/2023

  The dealership would be providing ****************** with a loaner vehicle while the shifter on her vehicle is being repaired at the **** dealership. 

• Initial Complaint

  Date:03/14/2023

  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 to buy a car Kia ***** LXS VIN:***************** on 10/29/2022. The sales representative *********************** took care of me. They were selling the car for ****** and I left from this dealer with a loan of 38,852.80.I gave as a down payment ***** and instead of deducting my down payment from the total balance, they added to the total amount. This is why my loan went up to 38,8525.80.I went several times to the dealer for them to fix this problem and they ignored me and refused to give me their full names. This action is unlawful, and i am sure they are doing the same thing to other customers. Please help me to get credit for my down payment.Thank you

  

  Business Response

  Date: 03/17/2023

  The Business Relations Manager is working directly with **************** to address his concerns. They were able to cancel some products and fill out a cancelation form. Cancelation forms typically take **** weeks before **************** can see a refund.

  We consider this complaint resolved. 

• Initial Complaint

  Date:03/13/2023

  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.

   
  Complaint: 19588843
  
  I am rejecting this response because: they NEVER mentioned that they would certify the vehicle. Then the sales manager continued to call and text me calling me a liar. Very unprofessional 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 03/14/2023

  **************** was upset the dealership wouldn't agree to go down on the price of the vehicle. **************** was also upset when the Sales Manager told her that the vehicle was not certified, claiming the vehicle was listed as such. **************** was right and the dealership informed **************** that the 3rd party website mistakenly advertised the vehicle as certified, but the dealership mentioned that it wouldn't be a problem and they would honor the listing and certify the vehicle at no additional cost. Best offer the dealership could do was $28,500 plus TTL. 

  

  Business Response

  Date: 03/15/2023

  The dealership has told **************** the best price they can do for the vehicle, to which she declined. We consider this complaint closed. 

• Initial Complaint

  Date:03/13/2023

  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 pay on my car and want to change it for a truck. I put in a lot of complaints because my car has something wrong with it every month.

  

  Business Response

  Date: 03/16/2023

  The General Manager is working directly with ********************** to address her concerns. 

• Initial Complaint

  Date:03/13/2023

  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.

   
  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,
  
  *****************************u kidding me. So now i am not driving my car much because the transmission gets ****** and i am affright to wash it, because more paint could come off.

  

  Business Response

  Date: 03/15/2023

  The General Manager is working directly with ****************** to address his concerns. 

• Initial Complaint

  Date:03/11/2023

  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 purchased a vehicle at Napleton Kia ** ******** on December 26th. I made it clear to the finance person that I did not want gap insurance. At least 5x I said no gap insurance. He put gap insurance onto the financing anyways. He had gouged me on financing. He gave me a finance rate of almost 10% and I had a credit score around 780. I knew I was going to immediately refinance the loan. I did refinance and paid off the original loan. I immediately emailed SG Intl to cancel the gap policy and refund my money which was just under $1,000. This was sent with all necessary forms on Jan. 30th. About 2 weeks later the dealership contacted me, it was ***************************, and asked for proof of the loan payoff. I emailed the payoff statement. She said she needed something that had more details. I called Axos who was the original bank financing the loan. They emailed me a payoff letter with all the info. I forwarded that to ***************************. She said that would allow her to send me the check directly instead of having to send it to the bank. Feb. 13th She thanked me for sending the proper document. Its been 6 weeks since my initial request for my gap refund on a gap policy I didn't even want. I have yet to receive a check. I'm getting ready to file fraud with the state if this isnt resolved soon.

  

  Business Response

  Date: 03/13/2023

  The refund check has been mailed out to **********************. Please see attached. 

• Initial Complaint

  Date:03/09/2023

  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.

  I purchased a vehicle in May of 2022 from Napleton ****** I had gap insurance, car warranty, oil changes, tire care & road side hazard care, and key replacement added to the sale price. I would like to sell my car and have turned in all paperwork including a notarized odometer reading to Napleton to receive the prorated amount back for each item and have not heard any thing from Napleton. I was told they would mail out the checks addressed to both myself as well as ********** who holds the loan for the vehicle. I turned the paperwork in to them on Feb 16th, 2023 at 4pm. I have called up multiple times each week to speak with the manager to find out the status and have not received a call back, nor has the manager been willing to speak with me. I would like the extras cancelled and my money back.

  

  Business Response

  Date: 03/09/2023

  The cancellation check was cut and mailed out on 03/07/2023.