Business Profile

New Car Dealers

Ed Napleton Automotive Group

Headquarters

Complaints

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

Customer Complaints Summary

718 total complaints in the last 3 years.
210 complaints closed in the last 12 months.

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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:02/08/2023
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.
Purchased a used vehicle, 2015 Dodge Ram ****, stock # FWHO3189, from Napleton *** of Fishers on 8/5/22. Vehicle has a TPSM (tire) light on, and check engine light. Was told both would fixed. Returned for service on 8/18/22, worked with ************************* in Service. Was told parts on back order due to supply chain issues, and would be at least ***** days before parts arrived. Jan 26, 2023, called to check on parts with ***, was told by **************************************** Manager, *** no longer employed and parts were never ordered. ****** stated he would investigate and call back shortly. No call received on 1/26, left voicemail for ****** on 1/27, 2/1 and 2/6, again all with no return calls.I have attached a copy of the original service order from 8/18 for $1286.47 for the original work order. Same work order signed by Napleton ***, General ***** Manager, "WILL REPAIR CHECK ENG LIGHT + TPMS LIGHT.I am asking for cash/check refund in the amount of $1286.47 be returned so I may take my vehicle elsewhere for service as agreed to in writing from Napleton *** ***********************
Business Response
Date: 02/09/2023
The General Manager is working directly with ****************** to address his concerns.
Initial Complaint
Date:02/07/2023
Type:Billing 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 car from napleton ****** of ********. And was told if I had LoJack on my car it "would" lower my insurance. Turns out insurance in ******** don't recognize LoJack. I was lied to,to be scam me out of other $500. Just because I was told it would lower my insurance
Business Response
Date: 02/13/2023
The General Manager is working directly with **************** to address his concerns.
Customer Answer
Date: 02/15/2023

Complaint: 19362844

I am rejecting this response because:
The general manger is not working with me. I have not heard back from them not one time. That is just other lie this dealership has said.
Sincerely,

*****************************
Business Response
Date: 02/20/2023
The dealership has been trying to contact ********************. Still waiting on a call back.
Initial Complaint
Date:02/06/2023
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.
Around 12/13/22 I purchased a vehicle 2020 Jeep Grand Cherokee with a bumper to bumper warranty. Soon after around 1/15/23 while driving the Jeep it completely shutoff on me while driving. Wouldnt turn on or nothing , I called roadside assistance and had it towed to the nearest Jeep dealership, Remind you when I purchased the warranty (******) told me it would take affect in 30 days. My car was towed to Jeep dealership and work was being perform until I got a call from the dealership saying that my warranty kicks in in 60 days . So I called ***** and told them and they tell me to bring it to them to fix. My Jeep has been at the ***** dealership for almost a month now , Ive been getting the run around ( Wrong parts delivered etc) Ive been without a car for almost a month , Constantly telling me they have a rental car for me but when its time to pick up , Theyve given it to someone else Where do I go from here?
Business Response
Date: 02/07/2023
The Service Manager is working directly with ****************** to address his concerns.
Initial Complaint
Date:02/05/2023
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.
On November 29, 2022 I took my 2018 KIA ******* in for an oil change ( which took over 2 hours). When then returned my car to me there were some scratches on the lower drivers door. I bought to the attention of the service advisor *************************, who reviewed the video they had taken when I arrived. He admitted that the scratches were not there when they received the vehicle and that they would have it taken care. ****** stated that since they did not have a body shop of site they would set up an appointment and notify me. I have never received a call from Kwante nor the service manager. I had dropped by the dealership 4 time speaking with both ****** and the service manager ****. Both stating that weather permitting they would contact me to set an appointment. Calling leaving voice messages and texting ******, no response. I would my the scratches taken care of by a body shop and compensation for my time, inconvenience and stress this has cost me.
Business Response
Date: 02/06/2023
The Service Manager is reaching out to ************** to address his concerns.
Customer Answer
Date: 03/08/2023

Complaint: 19336976

I am rejecting this response because:

I see that this complaint has been closed. I wish to reopen it as the service manage never contacted me regarding the complaint. I have received no response from them.

Thank you

*****************************
Business Response
Date: 03/10/2023
Carnica is the company the dealership uses for this type of repair, and they only come out on Fridays. The Service Manager will be reaching out to ************** to schedule a repair.
Initial Complaint
Date:02/01/2023
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 had an appointment on Dec 28, 2022 for an oil change on my **** ****************. I brought with me a coupon for the oil change for $89.99 and planned to use a credit I had with this dealership for a $150 where they had charged me on a prior visit for a procedure they had no authorization nor was it warranted since the reason my vehicle had to go back was because they had installed a defective battery a month earlier. They refused to credit my credit card for the charge and I agreed to a credit on my account to use towards future service appointments. When I picked up my vehicle up they told me I only had $16.32 left of my $150 credit? They proceeded to tell me that their computer system would not allow them to use a coupon on an internal credit so they charged me for a full price oil change of $134. I asked to speak with someone else and they sent out an employee who claimed to be a manager named ****. I was very angry and told her I wanted the remaining credit on my account and she told me they could not do that? I was even more angry and told her that if she wouldn't give me my money back that I would agree to purchase three windshield wipers and we would call it even. She agreed and had the service advisor that had checked us in order them while we stood there. She said they would take a few days and she would call when they were in. She gave me her direct number and told me to call if I didn't here from her. I have called her and left messages at least 10 times and she has never called me back. I no longer need wipers since it has been over a month I had to purchase them from an auto discount store. This dealership has stolen $60 of my money. I will never go back to this dealership so I want the $60 refunded. They had the opportunity to make it right but obviously only told me that to get me to leave the dealership. I will upload a copy of my oil change invoice that shows the credit and where they acknowledge that they did not apply the coupon.
Business Response
Date: 02/06/2023
The dealership no longer works on ********** Winnebago since they do not have a proper lift or equipment. As a goodwill the dealership changed her oil in the lot but ************** only had $16.32 credit from her previous visits. At this point we consider this BBB complaint satisfied and closed.
Customer Answer
Date: 02/08/2023

Complaint: 18963676

I am rejecting this response because:
I have $16 left on my $150 credit because your dealership refused to use my coupon (stated on my oil receipt) and deducted $134 for the oil change from my $150 credit leaving me ONLY $16!!!!!!!! It should of been $60 left as a credit NOT $16!!!!!!! YOU DID NOT CHANGE MY OIL FOR FREE!!!! YOU TOOK $134 OF MY CREDIT!!!!! I WANT MY $60 THAT SHOULD BE LEFT AFTER APPLYING MY COUPON FOR THE OIL CHANGE. MY COUPON WAS FOR $89.99 GOOD THRU 12/31/22. MY OIL WAS CHANGED ON DEC 28TH. YOU OWE ME $60!!!!!!!! LIKE YOU SAID YOU ARE REFUSING TO WORK ON MY VOLKSWAGON ENGINE AT YOUR VOLKSWAGON DEALERSHIP!!!!!!!!
Sincerely,

***********************
Business Response
Date: 02/09/2023
The coupon provided by ************** cannot be used on internal tickets. As stated in the last response, ************** only had $16.32 left of store credit. At this point we consider this complaint closed.
Customer Answer
Date: 02/12/2023

Better Business Bureau:

I am closing my complaint because I talked a manager at the dealership on Feb 8th and he understood what was done and has offered to refund my credit I had on file BEFORE the oil change of $150 which is above and beyond what I was asking for which is clearly not at all what the idiot from the dealership that answers the BBB complaints thinks. Go back and read the complaint! it says and my receipt says, I had a $150 credit, they did not apply my $89.99 coupon so they subtracted a full price oil change from my credit leaving me $16. My complaint was that i was discriminated against and not allowed to use my coupon because your dealership computer system can't handle a credit on a customers account with a coupon which is what my receipt also says. I don't care what you call it, it was MY MONEY on credit to use and I, like anyone else, should of been able to use a coupon for a discounted oil change. I will never use this dealership again

Sincerely,

***********************
Initial Complaint
Date:02/01/2023
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 brought my car in because I had trouble getting it to start. My regular mechanic said it was electrical, and said the dealer should be able to pinpoint it quickly.I had an appointment for Tuesday 1/17 at 9:30am. They didn't even start looking at it until Thursday. They told me they couldn't replicate the problem, but it was likely the fuel pump, and recommended it replaced. I asked if they were sure it was the fuel pump and not electrical, they said absolutely, so I okayed the $1837 repair.They told me to come pick it up, and literally as soon as I got it home, it wouldn't start again.I made another appointment, dropped it off on Tuesday 1/24. I showed the service person (*************) video and sent it to them via email of the problem. They didn't look at it until Thursday, and said they couldn't replicate the problem.I asked them then if they'd buy it. They transferred me to ********************, who said when they plugged it in, so many problems showed up that it would be too expensive to repair and sell, so the best they could do was offer me $1,000 and sell it at auction.At that point, the red flags were just waving around, so I said I would just pick the vehicle up. I drove it right to another shop for another mechanic to work on it. I emailed the dealer explaining the above and asking for a refund. ************************* called me back and said I needed to bring it in for a third time. When I said I was uncomfortable because of the many reasons listed above, he said there was nothing he could do for me reimbursement wise since there's no proof of a problem.I did not expect full reimbursement; even though the problem wasnt fixed, I understand the dealership had to purchase parts for the work completed, so I only expected a refund of the labor and diagnostic costs.
Business Response
Date: 02/01/2023
The dealership offered to inspect the vehicle and give ****************** transportation since ****************** said the dealership was too far. The dealership also offered to pick up the vehicle and bring ****************** a loaner while they inspect the vehicle, to which ****************** declined. Without finding a problem with the vehicle, the dealership would not be able to consider a refund.
Customer Answer
Date: 02/03/2023

Complaint: 18964293

I am rejecting this response because: it is not accurate. At no point did they offer to pick up the vehicle or bring me a loaner.

Sincerely,

*****************************
Business Response
Date: 02/06/2023
The Service Director reached out to ****************** with the offer of servicing her vehicle, to which she declined and wanted no help from our dealership. We consider this complaint closed.
Customer Answer
Date: 02/09/2023

Complaint: 18964293

I am rejecting this response because:

I asked for a refund of the labor since it did not fix the problem. They said I'd have to bring the car back for the third time for them to fix it. The dealership has not acted in good faith, and I do not trust them to complete the repair on the third try. Another mechanic examined the vehicle and fixed the problem.

Sincerely,

*****************************
Initial Complaint
Date:01/31/2023
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.
In April of 2022 I bought a 2020 used Ram with ****** miles on the truck. I did not get the extended warranty on the truck due to a promised 36k bumper to ************** warranty and a 60k power-train factory warranty. The expectation and what was sold to me was a solid newer truck with no issues. In November 2022 my truck's parking break stopped working and in January the parking brake started locking up as a result of the malfunction. I was able to get the truck into ********* January 6th in ********* ******** because it was much closer to me in ******* ********. As a result, the dealership told me the truck had a salvage yard rear end (part of the power-train) put into it before I bought the truck. This repair cost $1800.00 to fix the emergency brake and ***** also informed me that the serial numbers to the rear end did not match the truck info and it had clear yellow writing and zip ties still attached to the rear end with clear damage to the backing plates from being dropped out of another truck and placed in my truck clearly indicating a salvaged rear end and voided the power-train warranty. These repairs were done by certified union technicians at ****** This information and previous repairs were not divulged to me by ***************** Napleton at the time of purchase whatsoever. I called numerous times and spoke to ***** a sales manager, *****, a sales manager, ****** the parts and service director. I also emailed ****** the pictures of the salvo rear end and receipt for the repairs done. None of these people resolved the issue. They avoided any responsibility. I asked to be put in touch with the general manager and have not heard anything back. Not only am I out $1800 dollars, I am not guaranteed any coverage regarding the aftermarket salvage rear end which could result in thousands of dollars out of pocket if any further repairs need to be done. I want my money back for the ************ warranty made good as promised upon purchasing the vehicle.
Business Response
Date: 02/03/2023
The dealership reached out to ********************** and explained that the dealership will not be able to reimburse him for the repairs on his 2020 Ram. All documents including the Carfax report, buyers guide, and acknowledgement of as-is transaction were signed by the customer. The bottom paragraph of the "acknowledgement of as-is" transaction form states, "The dealership assumes no responsibility for any repairs to the vehicle. The customer(s) will bear the entire expense of repairing or correcting any defects that presently exist or occur after the date of the transaction." All 3 documents are attached.
Initial Complaint
Date:01/30/2023
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.
On Dec. 30, 2022 my Kia ******** caught on fire due to a recall on this **** I towed my vehicle to this Kia ********************** and one of the representative informed me that this was cause by a recall. After 6 days We finally got a called from the Service Manage **** ****, to informed me that *** will not be covering the damage and that either i needed to pay out of pocket for the repair or pick up the vehicle. I had text message the service [person and ask if they can please put it into the extra warranty and did not get a answer. In the meantime I contacted ********* and It wads another 3 weeks with false hope and after all this waiting they denied my claim. I contacted Guarantee Auto in Lasing, ** and after speaking to the manager ***************** and he suggested for me to get a attorney. I made him aware that I will also come after him for selling dangerous vehicle. and he responded with profanity and hung up on me. Pleas help me. I do not know what to do. Thank you *****************************
Business Response
Date: 01/31/2023
************************** vehicle was towed to our dealership on January 9th. ********************** was told by someone outside the dealership to tow it to our location for the engine possibly being under warranty. ********************** did not perform the update recall, and her engine was not eligible for warranty. ********************** then mentioned she had an extended warranty and the dealership started to submit forms to the extended warranty on January 18th. ********************** then told us to NOT submit the warranty due to her dealing with KIA ********** *** Corporate told her the same information, that her engine was not covered under warranty. The dealership is still waiting for ********************** to tell them what to do. It is now January 31st, and the vehicle has been at the dealership for over 3 weeks now.
Customer Answer
Date: 01/31/2023

Complaint: 18952980

I am rejecting this response because i was advised to take my car to *** BY *** when i called to schedule service where they mentioned my car was going to get repaired for the recall because of a "lifetime warranty" provided by *** for recalls thats when he redirected me to my nearest ***. My car was damaged because of a recall and they are denying to fix my car because i was unaware of the recall and the company that sold it to me failed to advise me of the car fax and recall. so *** isn't trying to accommodate me for a manufacturing failure. My daughter was in my car when it randomly caught on fire. Guaranteed motors in *******,** is where i got my car from whom i am also submitting a a claim toward them because i reminded the man that he didn't go over the car information over with me before selling me and he cursed me out after selling me a lemon I hjust purchased this car 6 months ago.

Sincerely,

*****************************
Business Response
Date: 02/03/2023
The dealership is working directly with ************************** warranty company. ********************** will also need to prepay for the labor difference upfront so that there are no other issues.
Initial Complaint
Date:01/29/2023
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 WAS JUST HERE ON SATURDAY GOT APPROVED FOR A GLB 250. WAS GIVEN THE EXTRA KEY, WAS EVEN TOLD TO GET INSURANCE ON THR CAR. THE SALESMAN WENT TO THE BACK TO GO LOOK FOR A BOW AND NEVER CAME BACK. INSTEAD I BELIEVE A FINANCE MANAGER CAME BACK AND SAID BASED ON MY AUTO DRIVING SCORE HE COULDNT GET ME APPROVED FOR THE LOAN. HE NEVER COULD SHOW ME PROOF OF THIS. ALSO, HE POINTED TO MY TRADE LINES ON MY CREDIT REPORT AND ASKED ABOUT THOSE. I BELIEVE I WAS RACIALLY PROFILED BY THE FINANCE MANAGER. HE KEPT ASKING ME HOW MUCH MONEY CAN YOU PUT DOWN, WHAT DOES THAT MATTER IF YOU KEPT SAYING BASED ON MY AUTO DRIVING SCORE.
Business Response
Date: 01/30/2023
When ************** came into the dealership, they worked out numbers based on ************** stating her credit score was 9/10 perfect. When the dealership actually ran her credit report, they noticed that the customer had purchased fraudulent trade lines and cleaned up derogatory trade lines to artificially inflate her score. Securing customers loans under false pretenses such as this are in violation of our dealer agreement and can result in having the dealership to repurchase the loan or worse, lose the lender as a whole.
Customer Answer
Date: 02/02/2023

Complaint: 18948153

I am rejecting this response because:i didnt purchase any tradelines i was added on to my family members accounts.

Sincerely,

****************
Business Response
Date: 02/03/2023
The dealership followed up with ************** and she is very happy with her new vehicle.
Initial Complaint
Date:01/25/2023
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.
On June 22, **** my vehicle was towed to Napleton *************** ************, **.Upon I spy of my vehicle I was told my radiator needed to be replaced. As well as have my windshield washer pump replaced. I agreed to the repair and my warranty company approved the repair. After not do anything to my vehicle for 2 months, nor communicating with me i did a walk In visit only to find my car in the same place untouched. the service never answered the phone nor did they return any messages left by voicemail or text. When I finally got in touch with the service manager, I was told my cat will be pulled in and ready within 5 days. I drove to the service center to find my car in the same place it was 1 week prior. Now 2 weeks has passed and I was told as they were bring my car into the shop it started discharging white smoke from the tail pipe. This was not the issue when I had my car towed into the repair shop. It is now January 25th, ************************** possession of my car.
Business Response
Date: 01/27/2023
****************** needed an engine that was on national back order which is why her vehicle did not move for a while. When ****************** returned after her vehicle was serviced, she had a broken Cam Phaser, which was not part of the original issue. However, the dealership is repairing it as a goodwill gesture. Parts are in and the dealership is working on the vehicle as of today, 01/27/2023.
Customer Answer
Date: 01/30/2023

Complaint: 18900338

I am rejecting this response because:

On December 15th, I was told there was a nationwide back order. That was after my car had been at Napleton *** since June 24th for almost 6 months at that time. No time prior was I ever informed of that!

I have every conversation documented regarding my car and the progress of it. Please contact me for all documentation.
Sincerely,

***************************
Business Response
Date: 01/31/2023
The dealership is working directly with ****************** to address her concerns.
Customer Answer
Date: 02/07/2023

Complaint: 18900338

I am rejecting this response because:

Napleton *** is working on repairing my car. However, this does not negate the fact that I have picked up my vehicle twice and have had to take it back to them twice. Both times I picked up my vehicle , a service engine light came on within 10 minutes.

On January 23, 2023 when I pick up my vehicle after being at Napleton *** ************ for 7 months, I drove home (10 minute drive) I had to immediately return it, due to the check engine service light illuminated and message on the onboard vehicle diagnostic system.

On January 30th I received a call from **** stating my vehicle was ready.

I went in to pick up my vehicle on Saturday February 4, 2023 @ 10:30 am to only return it February 6, 2023 after the check engine light illuminated, rough riding, on dashboard message engine control system possible engine condition reappeared, and above all my 2016 *** ******* after being serviced for 7 months with Napleton *** ************* **, has failed the Emissions Test.

Napleton ***, stated they fixed the issue regarding the check engine light appearing. However, the same code P0011 was the camshaft the caused my vehicle not to pass emissions.

I also asked if there was a rental car they can give me while they attempt to make my car right. ****, the service manager told me they have NO rental cars to offer. I am out $6500.00 dollars in car rental fees from June 22, 2022 thru January 31, 2023.

Now to have to rent again from February 01, 2023 to who knows how long this time.

Sincerely,

***************************
Business Response
Date: 02/13/2023
Parts on this vehicle are on national back order, which is out of the dealerships control. ****************** can always reach out to ********************* for assitance.
Customer Answer
Date: 02/24/2023

Complaint: 18900338

I am rejecting this response because:

From day one *33383733343433343037*s River Oak *** has beennothing but dishonest and has demonstrated a lack ofintegrity.

The service advisor claimed to have reached out to my warranty company (6/25) but did not. The proof is in the text when the advisor said he submitted information, but later in the text said he was now submitting information (7/7).

My vehicle remained outside in the same parking spotfor 5 months. I made several calls to the service **********, but they never answered the phone nor did they return any messages left by voicemail or text. For this reason, I made several pop *** at the *32323830313130353639* only to see my car sitting in the same parking spot. My *** has been *********** since I purchased it in 2018. *33383733343433343037*s River Oaks *** had my car sitting outside for 5 mo**** before pulling it inside. W***** decals are completely discolored because of the abuse and neglect my car suffered.

They reported in text that my car was approved by the warranty company to be repaired based on the technicians inspection, but later discovered it was a different issue. *ow? The technician completed a *** ******point inspection.

When I finally got in touch with the service managerPhil, I was told my car will be pulled in and ready within 5 days.

Two-weeks later, I drove to the service center to find my car in the same place as it was prior to speaking with Phil the Service D********* Manager. *e pretended to be surprised that my car had not been moved in the shop.

Two weeks had passed, and I was told as they were bringing my car into the shop it started discharging white smoke from the tail pipe. This was not theoriginal issue when I had my car towed into the repair shop. My car never smoked or overheated; I had my car towed in because the temperature gauge was moving toward the * level.

Not once did they tell me any part or parts were on the national back order until December 15, 2022.

I was told that they will let m****** when that part came in. That did not happen.

On January 14 @ 11:00, I reached out again, I was then told *ello, everything is coming along. We're putting it together. It should be ready next week

Finally, my car was ready for pick up on January 20th.They made sure to remind me that I had a $500 deductible. I for sure thought this should have been paid for by them seeing they had my car for 8months.

After having possession of my vehicle for 7 months (June 22, 2022- January 23, 2023, I received a call stating it has been repaired and was ready to be picked up.

On January 23, 2023 I picked up my car and made it home (10 miles/10-minute drive). The check engine light illuminated, and the Automatic Diagnostic System displayed a message on the screen Engine Control System Possible Engine **************** press (Schedule Service).

I immediately returned the vehicle to Napletons River ******************* on the same day.

*33383733343433343037*s River Oaks *** again had possession of my vehicle. 14 days later, I received a call stating it has been repaired and was ready to be picked up.

On February 6, 2023, I picked up my vehicle and proceeded to the emission center for testing. I needed to pass the emission test before I could obtain my vehicle registration which was due by October 31, 2022. *owever, I could not take it then because it was still being serviced at *33383733343433343037*s River Oaks ***.

My vehicle DID NOT PASS the vehicle emission test, after all this time (8 months). Again, I immediately took it back to *33383733343433343037*s River Oaks ***, ************.

As of today February 18, 2023, I have my vehicle, it has passed the emission and I have my vehicle properly registered. *owever, I was accessed a late fee of $20.00 and $9.00 service fee charge to obtain my sticker at the emission facility in order of risking driving my vehicle with expired plates.

To add insult to my injury they refused to give me a rental car. I asked several times throughout the 8 months they had my car.

During this time period I paid my car note, the car warranty, my car full coverage insurance, the warranty deductible along with the fact that I had to pay a late fee + a service charge for my vehicle registration and I paid for a rental car. They refused to offer or give a rental car.

*33383733343433343037*s River Oaks *** failed to effectivelycommunicate with me and let me know what washappening with the repair process every step of the way. *33383733343433343037*s River Oaks kept my car for over a month without any form of compensation, rent car, or remorse for the inconvenience they caused me and my family.

To this date they have not tried to right their wrongdoing.

MY car was returned to me filthy inside and out. I will never take my car here again. I hope this does not happen to anyone else.

Car payment for 2016 *** ************************************* style="margin-top: 0px; margin-bottom: 0px; font-size: 18px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "*elvetica Neue", Arial, sans-serif; line-height: 21.6px;">June $370.62
July $370.62
August $370.62
September $370.62
October $370.62
November $370.62
December $370.62
January $370.62
February $370.62

Car Insurance for 2016 *** ******************************* style="margin-top: 0px; margin-bottom: 0px; font-size: 18px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "*elvetica Neue", Arial, sans-serif; line-height: 21.6px;">June $198.18
July $198.18
August $198.18
September $198.18
October $198.18
November $198.18
December $198.18
January $198.18
February $198.18

Car Warranty for 2016 *** ************************************* style="margin-top: 0px; margin-bottom: 0px; font-size: 18px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", ******, "*elvetica Neue", Arial, sans-serif; line-height: 21.6px;">June $129.17
July $129.17
August $129.17
September $129.17
October $129.17
November $129.17
December $129.17
January $129.17
February $129.17

Rental Car while 2016 *** ******* was being repaired.

June (8 days) @$35 a day $280.00

July 31 days @$35 a day $1,085.00

August 31 days @$35 a day $1,085.00

September 30 days @$35 a $1,050.00

October 31 days @$35 a day $1,085.00

November 30 days @$35 a day $1059.00

Dec. 31 days @$35 a day $1,085.00

January 31 days @$35 a day $1,085.00

February 18, 2023 @35 a day $630.00

Total of 242 days

Warranty deductible payment $500.00
Vehicle Registration Late Fee and Service fee $29.00

On June 22, **** my vehicle was towed to *33383733343433343037*s*** River Oaks, ************, **.

Upon inspection of my vehicle, I was told my 2016*** ******* needed a
radiator as well as a motor replacement for my windshield washer pump.

The following is the complete text thread between myself and *33383733343433343037*s River Oaks *** ************.

The text in Bold black will be the service advisor and the red text will be my response.

June 23 @4:29
Thank you for allowing us to service your vehicle today! This will be the best way to contact me.  Feel free to text me here at any time.  I will also be sending status updates via text - please respond to confirm youve received this message.
*****************
Service Advisor
*33383733343433343037*'s **************

June 23 @4:29
Thank you *****************

June 25 @3:28
*ello, the vehicle has been diagnosed. There are no leaks in the cooling system but the tech noticed that radiator is clogged and is the reason the vehicle would over heat. A new radiator with part and labor would be ($1,285). With the washer fluid pump the washer fluid pump motor is out. Replacing that motor would be $400 with part and labor. Do you want to get these things taken care of?

*****************
Service Advisor
*33383733343433343037*'s **************

We do offer a flexible monthly program plan called ******. ****** gives you the option to pay off in 3 months, 6 months, or 12 months. I will send over the link.
*****************
Service Advisor
*33383733343433343037*'s **************

June 25 @3:30
*ello, The service plan should cover the radiator.
June 25 @3:30
As for the washer motor, I will wait, if it's not covered.

June 25 @3:31
I will be calling the ext warranty company and give them this information.
*****************
Service Advisor
*33383733343433343037*'s **************

June 28 @11:01
Good morning! Can you give me the status of the *** ******* and the Warranty Company ? Thank You

June 28 @3:52
*ello, i submitted everything over to them i'mwaiting on them to contact me back
*****************
Service Advisor
*33383733343433343037*'s **************

June 25 @3:30
Thank you

June 29 @2:55
*ello, the radiator and washer pump motor is covered by the warranty. You have a $500.00 deductible. The tech had a few recommendations after completing the multipoint inspection. Cabin air filter $74.95, engine air filter $54.95, a fuel induction service which cleans the fuel lines, intake manifold, and throttle body of the vehicle which restores lost power from the engine $295.95, and a tune up $727.50 all prices include part and labor. Would you like to get any of these services taken care of?
*****************
Service Advisor
*33383733343433343037*'s **************

June 29 @3:01
Awesome that it's covered.
As for the other things, not at this time.

June 25 @5:52
*ello ****, will the service warranty cover any up the above you mentioned?

June 30 @10:47
*ello, unfortunately they wouldn't since it's considered up keep maintenance on the vehicle.
*****************
Service Advisor
*33383733343433343037*'s **************

Ok!

July 5 @3:07
*ello ****, what's the status on the ***? When will it be ready for pickup?

July 7 @10:13
*ello ****, what's the status on the ***? When will it be ready for pickup?

July 7 @11:21
Sending info over to the warranty company after the tech lets me know whats going on. I'll keep you updated along the way.
*****************
Service Advisor
*33383733343433343037*'s **************

Thank you

July 12 @10:19
Good morning! **** can you update me, please?

July 12 @12:00
*ello, me and the extended warranty are still communicating to get this resolved. The same issue with the mileage being wrong from when they started the contract is coming back up which is putting things on hold.
*****************
Service Advisor
*33383733343433343037*'s **************

Is there anything I need to do? Should I call?

You dont have to do anything. Were trying to see how we can go about fixing this issue
*****************
Service Advisor
*33383733343433343037*'s **************

July 20 @12:19
Good Afternoon ****! Can you please update me on my car?

July 20 @6:13
Good Afternoon ****! Can you please update me on my car?

July 20 @6:13
Thank you for reaching out to us, but we are currently closed. I will attempt to contact you during service ********** operation hours. Enjoy the rest of your day!
*****************
Service Advisor
*33383733343433343037*'s **************

July 21 @1:03
Good Afternoon ****! Can you please update me on my car?

July 25 @12:48
Good Afternoon ****! Can you please update me on my car?

You have reached me on a day I am not available. For immediate assistance, please call the store at **************.  Otherwise, I will attempt to reach you during my normal business hours. Thank you!

July 28 @3:03
Status update please!

July 29 @3:22
*ello, im waiting on them to get back to me i let them know about the mileage being incorrect when the contract was started. I guess theyre reviewing everything. Ill let you know once i get something back
*****************
Service Advisor
*33383733343433343037*'s **************

July 29 @3:32
*ello the mileage has been corrected . I sent them the necessary paperwork to correct that.

July 29 @3:32
They told me they have not heard anything from your end.
You all have not submitted anything in reference to you alls last discovery.

July 29 @3:46
Ok i just went in there and resubmitted information. I'm doing it online so it takes them a minute to get back.
*****************
Service Advisor
*33383733343433343037*'s **************

August 3, @9:38
Good morning ****,
Update please.

August 4, @10:01
Goodmorning. It says that the claim is still under *32343335353434333935* review
*****************
Service Advisor
*33383733343433343037*'s **************

*****************
Service Advisor
*33383733343433343037*'s **************

August 10, @11:21
Good morning ****, Update on my *** ******* please

August 10, @11:27
Goodmorning, it still says that its under *32343335353434333935* review. Im going to send over a message in the claim to try to get someone to look at it.
*****************
Service Advisor
*33383733343433343037*'s **************

Thank You

No problem
*****************
Service Advisor
*33383733343433343037*'s **************
August 19, @3:48
Good morning ****, Update on my *** ******* please. Please call me ASAP.

August 25, @6:02
Good morning ****, Update on my *** ******* please. I waited for you to update me on this past Saturday.

August 25, @6:02
Thank you for reaching out to us, but we are currently closed. I will attempt to contact you during service ********** operation hours. Enjoy the rest of your day!
*****************
Service Advisor
*33383733343433343037*'s **************

August 25, @8:21am
*ello, they sent it back asking for price adjustments. I sent it back over to them and imwaiting on their *32343335353434333935* team to review it and go from there.
John *olt
Service Advisor
*33383733343433343037*'s **************

August 26, @8:31am
**Goodmorning. Good news got everything approved. We ordered the parts and they will be here next week. Once they get here we will start the work. New radiator, and windshield washer motor and replacing head gaskets in both banks.
*****************
Service Advisor
*33383733343433343037*'s **************

Goodmorning. Good news got everything approved. We ordered the parts and they will be here next week. Once they get here we will start the work. New radiator, and windshield washer motor and replacing head gaskets in both banks.
*****************
Service Advisor
*33383733343433343037*'s **************

August 26, @8:58am
Good morning! Awesome. Thank you

August 26, @9:20am
No problem. Thank you for your patience
*****************
Service Advisor
*33383733343433343037*'s **************

September 3, @7:33am
Good morning ****, Update on my *** ******* please.

September 6, @3:08pm
Good morning ****, Update on my *** ******* please.

September 6, @3:21pm
Parts came in Friday. Waiting on the tech to free up
*****************
Service Advisor
*33383733343433343037*'s **************

September 6, @5:48pm
Is there an estimated time as to when tech will get too my car?

September 12, @5:23pm
Update on my car please! Is there an estimated time as to when tech will get too my car?

September 12, @5:23pm
You have reached me on a day I am not available. For immediate assistance, please call the store at **************.  Otherwise, I will attempt to reach you during my normal business hours. Thank you!

September 13, @10:57am
Goodmorning, he's finishing up on an engine. We are waiting on the engine head to come bacck from the machine shop
*****************
Service Advisor
*33383733343433343037*'s **************

September 13, @11:05am
What being done to the engine head?
Good morning!

September 13, @2:38pm
It had to get sent out to a machine shop to make sure it is reuseable
*****************
Service Advisor
*33383733343433343037*'s **************

October 25 @3:27pm
*ello ****, Update please!

October 30 @8:45am
Good morning ****! A dealer must communicate effectively with customers and let them know what is happening with the repair process every step of the way. When a dealer keeps a vehicle for over a month without any form of compensation, At this point i think it's best I seek an attorney. You all have failed to keep me informed for 4 months now. This is ridiculous!!

October 30 @8:45am
Thank you for reaching out to us, but we are closed on Sunday. I will attempt to contact you during service ********** operation hours. Enjoy the rest of your day!
*****************
Service Advisor
*33383733343433343037*'s **************

November 2 @3:26
Update please on my 2016 *** ************************************* style="margin-top: 0px; margin-bottom: 0px; font-size: 18px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "*elvetica Neue", Arial, sans-serif; line-height: 21.6px;">
November 10 @3:29
Update please on my 2016 *** ************************************* style="margin-top: 0px; margin-bottom: 0px; font-size: 18px; font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, "*elvetica Neue", Arial, sans-serif; line-height: 21.6px;">
November 10 @3:29
I have call everyday for the past month, I have left messages for the past month.

I have not received a message or call back.

On the 22nd of November will be 5 MONT*S YOU ALL *AVE *AD MY VE*ICLE.

What is the status of my car?

I was told I'd have my car 1 month ago. Obviously that was a lie, as I'm still waiting.

November 10 @3:52
*ello, the heads came back and the tech noticed that the bolts for the block would not be able to be reused because the thread on the holes of the engine block were stripped from expansion when the vehicle was over heating so im just going back and forth with the warranty company to get a new engine block approved for you. I do apologize for not responding back. I have been and still am working to get everything taken care of.
*****************
Service Advisor
*33383733343433343037*'s **************

November 12@3:10pm
*ello, they approved everything so now we have to order the parts. Parts ********** will be placing the order Monday morning but i am not here Monday so on Tuesday when i get in ill make sure its ordered and let you know.
*****************
Service Advisor
*33383733343433343037*'s **************

November 30@5:27pm
*ello, still waiting on the engine block to get in.

*****************
Service Advisor
*33383733343433343037*'s **************

November 30@5:27pm
Thanks for the update!

November 30@5:27pm
Thank you for reaching out to us, but we are currently closed. I will attempt to contact you during service ********** operation hours. Enjoy the rest of your day!
*****************
Service Advisor
*33383733343433343037*'s **************

November 30@5:28pm
No problem
*****************
Service Advisor
*33383733343433343037*'s **************

December 15 @4:25
*ello, just want to let you know that we are still waiting on the part to come in. It is currently still on a nationwide backorder.
*****************
Service Advisor
*33383733343433343037*'s **************

December 15 @4:25
Once it comes in ill contact you and let you know
*****************
Service Advisor
*33383733343433343037*'s **************

December 15 @4:30
Ok! Thank you!

December 15 @4:36
No problem
*****************
Service Advisor
*33383733343433343037*'s **************

January 14, 11:08
Good morning ****! Update please!

January 14, 1:07
*ello, everything is coming along. We're putting it together. It should be ready next week
*****************
Service Advisor
*33383733343433343037*'s **************

January 17, 4:01
*ello, the vehicle should be done and ready for pickup tomorrow afternoon.
*****************
Service Advisor
*33383733343433343037*'s **************

January 17, 4:01
Ill send you a text once it is finished up.
*****************
Service Advisor
*33383733343433343037*'s **************

January 17, 4:04
Thank you

January 17, 4:08
*ey ****, I have remote start on my car. I hope it is added back on along with the windshield wipers pump .

January 20, 2:11
*ello, the vehicle is done and ready for pickup. Everything works as designed. All you owe is the $500.00 for the deductible
Key and paperwork will be with the cashier.
*****************
Service Advisor
*33383733343433343037*'s **************

January 20, 2:11
That's awesome! It's funny after having my car for 7 months you all will even mention anything about a deductible ??

January 20, 2:46
Its not us its the warranty company??
*****************
Service Advisor
*33383733343433343037*'s **************

January 23, 3:09
*ello ****! On my way to pick up my car. I'm sure you all have cleaned my car inside and out. If not can you please have that done by the time I arrive. 1 hour or less

January 23, 3:09
You have reached me on a day I am not available. For immediate assistance, please call the store at **************.  Otherwise, I will attempt to reach you during my normal business hours. Thank you!

January 23, 7:50pm
My car was picked up and returned back to the service center :20 minutes later. By the time I made it home the check light came on and a message on my dashboard.

January 23, 7:50pm
You have reached me on a day I am not available. For immediate assistance, please call the store at **************.  Otherwise, I will attempt to reach you during my normal business hours. Thank you!

January 24, 1:43pm
*ello ****???
Any new Updates?

January 24, 3:56pm
*ello, the tech checked it out and it looks like the cam shaft assembly that's on the vehicle has failed internally. We ordered the parts the parts are being expedited so they will be here in about 1-2 days. We will be taking care of this repair free of charge to you.
*****************
Service Advisor
*33383733343433343037*'s **************

January 24, 7:52pm
Thanks for the update.

January 24, 7:52pm
Thank you for reaching out to us, but we are currently closed. I will attempt to contact you during service ********** operation hours. Enjoy the rest of your day!
*****************
Service Advisor
*33383733343433343037*'s **************

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