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

  
• 

  Wyoming Valley BMW

  1470 Highway 315 Blvd Ste 1 Wilkes Barre, PA 18702

  
• 

  Napleton KIA of Fishers

  13417 Britton Park Rd Fishers, IN 46038

  
• 

  Napleton's Italian Import of Indianapolis

  4180 E 96th St Indianapolis, IN 46240

  
• 

  Napleton's North Palm Auto Park, Inc.

  3701 Northlake Blvd Lake Park, FL 33403

  

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:01/24/2023

  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.

  Purchased a brand new Acura in August 2021. From the moment we drove off the lot, the car had a defect -- whenever we drive on the highway / speeds of 65mph +, there is a constant clinking / popping noise. We have brought the vehicle to Ed ********************** on three separate occasions to be serviced, and each time they have told us "well, we're only allowed to drive 55mph so we haven't been able to recreate the issue, so sorry about your luck on your brand new vehicle." And told us to go on our way.To add to the complete unprofessionalism of the Ed ********************** staff: today, January 24, we took our vehicle to Ed ********************** to be serviced and they provided us with a loaner vehicle. When we spoke on the phone with a representative at approximately 4:30pm, he asked if we would be returning the loaner tonight because they were done servicing ours. I responded that we wouldn't be able to return it tonight because we (my wife and I) both work (and it's still during normal business hours) and have other conflicts this evening and wouldn't be able to make the 30+ minute trek to the dealership on such short notice (as we weren't anticipating a 6-hour loaner).He then explicitly accused us of "refusing to return the loaner vehicle" (indefinitely). We shut that down immediately and said neither of us are refusing to return the loaner, we're simply stating that we will return it tomorrow. That comment is absolutely disgusting. It is mind blowing that Ed **********************'s solution to the issue has been "I know you spent well over $30,000 on a brand new vehicle that still has less than ***** miles on it, I know that you have brought it in for servicing on three separate occasions since purchasing it (including twice within the first year), and I know that you have provided us video evidence of the issue you are having (which we requested and acknowledge the noise you are hearing is not normal), but, too bad, nothing we can do for you." Hopefully Acura steps in and corrects this issue.

  

  Business Response

  Date: 01/26/2023

  **************** came in three times, but the dealership could not duplicate the noise. **************** mentioned that the noise would happen when the vehicle was going over 74mph while holding that speed. The Service Manager explained that the speed limit around the dealership area is 55 mph, and we will not be having our technicians drive over the speed limit and break the law. **************** did not like that response and continued to yell at the Service Advisor. At that point the Service Manager jumped in and asked when **************** would be picking up his vehicle and dropping off the loaner that was provided. The dealership did two different driving trips with two different technicians and neither one of the drives / techs could hear the noise. They did a full inspection and found the vehicle needed an alignment and wipers. Nothing was loose around the area where **************** states the noise is coming from. The Service Manager also reached out to Acura DPSM to see if there were any more cases like this. 

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18892290
  
  I am rejecting this response because:  It fails to correctly state the full universe of facts, completely mischaracterizes our interactions and seeks to deflect blame for the issue on ** (suggesting that the car needs a wheel alignment, which could be causing the issue).  

  To clarify, neither myself nor my wife ever stated that the issue only occurs while the vehicle is going 70MPH (not sure where 74MPH is coming from, as that's oddly specific, and I think any reasonable customer would have rounded one way or the other).  Rather, when we brought the vehicle in for inspection on the first two occasions, the technician asked us to record our driving conditions when we heard the noise, which we did.  And it just so happened to be the case that we were driving in excess of 70MPH at the time of our recording.

  Further, the evidence we provided (mind you, at the business's request) clearly indicated the speed at which we were traveling at the time.  If it was the business's view that they would not be able to recreate those circumstances due to the speed limit, then it seems to me the appropriate response would have been, "Can you please see if you're able to recreate the noise at 55MPH and provide us evidence of the same?"  But, with the evidence in hand clearly showing we were travelling in excess of the applicable ******* speed limit (as we were not in *******), the business instead told ** to bring the vehicle in, for a third time.  Which we did.  Then, when we talk to the first technician, they tell us they were not able to recreate the issue going 70MPH, and that they could not go any faster than that.  But then the story changed to, "oh we were only able to go 55MPH because of the speed limit." So it's still unclear to me exactly what speed they were traveling since the speed seems to change depending on who you talk to.

  And, to be abundantly clear, not a single time did we ask the business to have a technician break the speed limit.  Rather, our position was (and remains) that Ed ********************** needed to propose some other solution, such as taking the vehicle to a location where the speed limit allows them to drive at a speed consistent with the video evidence in order to recreate the issue.  But their solution of "thanks for your $35K, sorry about your faulty vehicle, nothing we can do about it because the speed limit is 55MPH; but maybe if you take it to an Acura dealer in another state with a higher speed limit, they'll be able to help you out" is completely unacceptable.  And for Ed ********************** to suggest otherwise -- that we should live with a faulty vehicle that was faulty the moment we drove off the lot -- and not to offer to further assist us is absolutely laughable. 

  Further, I would like to address the business's suggestion that the wheel alignment is somehow causing this issue.  Because, if that's the case, then the wheels were misaligned when we drove off the lot.  As the business acknowledges in their response, this was our third trip to the dealership to seek resolution of this issue, two of which occurred in the first year of ownership.  And one of those times was within the first 6 months of owning the vehicle.  Neither of these times did Ed ********************** indicate to us that our wheels needed to be aligned.  So, notwithstanding whether or not the wheels need to be aligned now, that was clearly not the source of the issue (otherwise they would have suggested the same one of the first two times we brought it in for inspection).

  The business's response also fails to address the fact that the Service Manager very explicitly accused us of "refusing to return the vehicle."  As a lawyer, that comment is absolutely appalling to me, and I don't see a single word in the business's response that acknowledges just how inappropriate that comment was.  I will acknowledge that, in response to that disgusting accusation, I, like any reasonable person who had just had that sort of vile allegation tossed at them, raised my voice out of pure disgust and lack of professionalism.  But that does not take away from the fact that the Service Manager explicitly accused of "refusing to return the vehicle."  This was not said in the form of a question of "when will you be returning the vehicle" (as the business's response suggests), but rather a very explicit statement.

  This business has made it abundantly clear that they have absolutely no intention of seeking to assist us further (I mean, they got their $35K, what's it to them now), which is why we have escalated this directly with Acura.
  

  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/02/2023

  The dealership reached out to Acura and Acura also spoke with **************** and suggested him to take his vehicle to another state where the speed limit is 70 mph in order to diagnose the vehicle. 

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18892290
  
  I am rejecting this response because: the proposed resolution by the dealership is absolutely preposterous, to say the least.  ******************************** view is that the only way for me, as the consumer and a purchaser of a brand new (and faulty) vehicle, to have my vehicle properly serviced is to travel interstate.  ***************************** "technicians" have acknowledged the noises in the video evidence we provided them (at their own request) are not normal, yet their position has been and remains that it's just not their fault nor their responsibility to address.  Despite the fact that they very willingly sold me the vehicle (and, in the process, illegally charged me for unwanted add-ons, which is supported by their recent $10M settlement with the ************* ************************ and State of ******** for tacking on unwanted add-on products such as payment insurance and paint protection, and also for discriminating against Black consumers by charging them more for financing).

  And, as with their prior reply, they have failed to respond to each and every one of the very valid points I raised in my initial complaint and first response.

  This dispute isn't going anywhere and has zero chance of being resolved through the BBB due to Ed ************************ egregious customer service (if you can even call it that).  At this point, I just hope that the BBB is documenting all of this, and makes everything publicly available, as to adequately protect potential consumers going forward.  And we will be considering taking more formal legal action, both against Ed ********************** and their technicians and service manager, in their individual capacities. 

   

  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/24/2023

  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.

  On 1/12/23 I traded in a 2009 town and country van for a 2013 **** escape. My salesman was *********************. We agreed on a price, I signed , I was taken to finance and introduced to *************************** (aka *****) and told he would finish the process. Every paper I signed with ***** still had the original amount **** and I agreed on. On 1/15/23 I logged onto my *********** account (this is who my new loan is through) and it the loan amount was about $1700 more than what we agreed on and what the paper work said I signed. I called napleton and also texted ****. My salesman **** informed me ***** in finance added a gap plan for $700 and a maintenance plan for $1000, of which both were never discussed or for that matter approved by myself to be added to my loan. I called into Napleton on 1/16/23 to try to get this fixed, I spoke with *********************** the general manager and he assured me this doesn't happen often and things would change there. On Jan 20 *********************** (accounting for napleton) emailed me a copy of a check (#*****) made to *********** in the amount of $1700 for a refund on the gap and maintenance plans that were added by *********************** without my consent. I followed up with *********** on 1/23/23 to see if the check had posted, it had not and they had not been informed of any issues. ( I informed *********** on 1/20/23 once I felt the dealership was still being fraudulent)I emailed *******/Napleton on 1/23/23 to find out when I should expect this to post, ******* emailed back letting me know it may take a week or so to keep checking my account online for updates. On 1/24/23 ******* emailed me to let me know she is still waiting for the general manager to sign the *********** check and that it has not even been mailed yet. I can not get anyone to do what they say, I had 2 services added to my loan without my consent and I have a text message from the salesman telling me exactly who added these services without my consent. This is not the way to get buy a car.

  

  Business Response

  Date: 01/24/2023

  The dealership has reached out to ************** and provided him with the ***** tracking number that is headed to Capital One. 

  Customer Answer

  Date: 01/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/23/2023

  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.

  We purchased a used Dodge Durango October 31,2022. After first buying a ****** Armada. The Armada had a lot of safety issues so they charged us ***** for having it a week and got ** into the Durango. Since purchase we have had the Durango in 8 times for the same issue. I have contacted corporate and told them of the issues and they have lied to them as well with what they claimed they did. The latest time they stated they had three or more technicians drive the Durango and couldnt find the issue. Every time it comes in they run diagnostics and it gives the mileage. They only took it 1 mile or less and couldnt feel or hear the issues. They had it for a week with no updates until I come into the store. The time before someone took the car that worked there and nobody knew about it. I called the cops and made a report. The tech brought it back just before cops showed up. So nothing was done to the person joy riding my vehicle. Then now they are refusing to service my vehicle because I told them they are not doing what they claim there are and the proof is in the mileage on the vehicle. I just talked to corporate again who also has remind you what you already touched a vehicle you are responsible for the vehicle until it is fixed so we cant take it anywhere else cause no one else can take it until they fix the problem. This is a complete safety issue. Nobody is willing to correct the problem and they are causing safety concerns for the rest of my family.

  

  Business Response

  Date: 01/24/2023

  On 01/23/23 Ms. *********;came in yelling in the service drive using foul language after we had inspected the vehicle for a vibration and hard steering sensation. Service Manager and technician both test drove the vehicle as well as test drove with the customer and could not duplicate the concerns. When the Service Manager tried to discuss the situation with the customer they continued to yell and use foul language and demanded we fix the vehicle. At that point, the Service Manager explained that if they were going to continue to yell, he would ask them to leave, and they would not service the vehicle. 

• Initial Complaint

  Date:01/21/2023

  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.

  My 2017 Kia ******** was towed to the dealership on Tuesday January 17th, my vehicle wasn't diagnosed until Saturday January 21st; only after I made several visits to the dealership to check on the status of my SUV. A few hours later, I received a phone call stating that my vehicle had no coolant, the lower radiator support is bent, the radiator hose is punctured, and the radiator needs to be replaced. I was quoted a price of $1,320 for labor and $1,251.68 for parts.I decided that the estimate provided was outrageous and declined to have the vehicle serviced. In the midst of my several encounters with the service representatives, no one advised nor informed me that it would cost $200 to have my car diagnosed. Nevertheless, I paid the $200 to receive my keys and left the dealership. *** failed to properly communicate to me the cost of diagnosing the vehicle, they are price gouging, and they are falsifying the information regarding the work that is needed to fix my car. They are practicing unethical behavior towards consumers and attempting to take advantage of people. I am for certain this is not in alignment with ***'s mission and value statement.

  

  Business Response

  Date: 01/23/2023

  The vehicle was dropped off by a tow truck on January 19th. Customer stated that something was hanging from her car and smoking. She was advised of physical damage to her vehicle. The lower radiator support was pushed into the engine pinching the coolant and ****************** causing the vehicle to overheat. We always tell our customer that due to back up, we advise customers it will take 5-7 days before we can look at any vehicle. We looked at the customers vehicle in 3 days. We also mentioned to the customer our hourly rate is $175.99 and customer declined all repairs. 

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18877199
  
  I am rejecting this response because:No one within the service department quoted nor informed me of the diagnostic fee: had I been informed, I would have declined. Secondly, my car was just serviced 2 weeks prior at your location and no one informed me that my vehicle did not have any coolant. ( Kias policy does guarantee that all fluids are inspected) which didnt happen. The service representative proceed to inform me of the issue and stated that I needed the hose replaced. The hose I purchased from the dealership didnt resolve my problem: I was provided with inaccurate information regarding the issues with my vehicle . You all charged me $300 ($200 for a service charge and $100 for a hose that I need). Its unethical and unfair and there should be some of accountability held on Kias s behalf. 

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/30/2023

  Attached on page 4 is ************************ signature on the diagnosis fee. ******************** had her vehicle towed at our dealership out of warranty and was quoted a check out because she declined all the work at our dealership.

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18877199
  
  I am rejecting this response because: me signing the document regarding declining services doesnt negate that you all failed to inform me of the cost of diagnostic as well as selling me a hose that wasnt damaged and that I did need. However I will take this compliant to the next level which will be contacting someone at the corporate level. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/20/2023

  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.

  We purchased certified-used Acura MDX at Ed ********************** ****************** last Oct29 '22. Paid for extended warranty as well. We received AcuraCare card/packet 1st week of Dec'22. Dec14 '22 we called AcuraCare costumer service to clarify warranty coverages and found out that our MDX is registered under different name and address. Called Ed ********************** ******** finance staff (****), he said he'll take care of it. By end of the day he emailed me with Application for Coverage stating that they register our contract but will take about 10days to get into the system. I have been calling AcuraCare to know if it did get processed. As of Jan19 '23, our car is still not registered under any warranty coverage per AcuraCare contract ***** Even AcuraCare reach out to **** through email (Dec19'22) to assist with the process. They have not responded to them either until now. I called, emailed, and texted multiple times, **** (Dec) and then *********************** (Jan).AcuraCare had advice me each time I call them, to directly contact the general manager instead. Unfortunately that seems to be a harder route. We are 4hr drive from dealership. Please have some consideration. And honestly how long and how complicated it is to process registration of vehicle warranty at AcuraCare? Having warranty (certified or extended) should provide you peace of mind.There has not been any, since we found out that we don't even have any warranty coverage. What if we ran into an accident? Does it need to happen before you provide us with what we paid for? I don't even want to dwell upon how we're misinformed about warranty coverage during the sale. We found out also about 60day cancellation policy for extended warranty.It's not like we are trying to get something that we did not paid for. This is getting ridiculously time consuming and frustrating. Give us peace of mind of having the well known AcuraCare plan and protection that was promised to us. Give us the actual AcuraCare coverage we paid for

  

  Business Response

  Date: 01/23/2023

  The dealership is working directly with ************** to address her concerns. 

  Customer Answer

  Date: 01/30/2023

   
  Better Business Bureau:
  
  In reference to complaint ID ********,  a dealership customer service contacted me on Jan 23 to address the issue.

  They took action same day and have me wait a few days to get the contract registered in the system. We agreed that I will call AcuraCare on Jan30 to confirm. And I got confirmation. 

  So today I can say that their response is satisfactory. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/20/2023

  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 12/21/22 I had an appointment around 6:00 PM at Napleton CDJR. I informed the sales associate that I already had a pre- approval from my bank. After looking at a few cars and deciding on one, the finance manager came out and asked about my pre- approval and said he thought he could possibly get me a lower rate with one of the banks the dealership goes through. The sales associate informed me that they would need to run my credit one time. By the end of the night, around 9:00 PM, they had ran my credit a total of four times. The finance manager stated one of the banks needed more information and he would have to contact them the following day because of how late it was. Because of bad weather and the holidays, we agreed that I would not be back until after Christmas.On 12/26/2022, I receive three more notifications from my banking app about hard inquiries on my credit, I was not at the dealership. I contacted the sales associate at the dealership who said he would talk to finance ang get back to me. He later called back and said there was a mistake with my name on the paperwork and they had to re-do everything. I did not authorize them to run my credit again, nor did they ask for permission or inform me they were doing it before hand. I told them to stop running my credit and I would use my pre- approval. There were also several other issues with this dealership through 1/4/23, but because my pre- approval had already expired and my credit was drastically effected due to their negligence, I had no choice but to get the car or apply for another pre- approval and risk getting declined/ having a higher rate because of the lower credit score.

  

  Business Response

  Date: 01/24/2023

  **************** came in on 12/21/2022 and picked out a vehicle and agreed to the deal, one of our managers asked **************** about getting her a better or similar rate to the bank she had a pre-approval with. **************** agreed, and the Sales Manager was able to get the approval based off her info she provided. A proof of income was addressed, and she needed to go home and send it to the dealership the next morning, which she did. The dealership needed more time since her income was not what she originally stated based off her check stubs. **************** was aware and agreed to all of it. A few days later the dealership agreed to go with her pre-approval. **************** agreed and signed all documents showing she put $1,000 down. A few days passed and the dealership did not receive the down payment as to which **************** was very upset, the dealership agreed to settle this with either receiving payment or **************** could return the vehicle due to how upset she was but **************** proceeded to pay us $1,000. There was no wrongful pulling of credit or submittals. 

• Initial Complaint

  Date:01/16/2023

  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.

  This dealership serviced my car oil change "across the street from their place at a different shop" not at their place.. they lied & they drove my car 12 miles, and their manager saw the odometer and asured that, their people took my car for a ride and they were offering me a gas tank.. of course trying to cover for their employees..I can't trust what they did with my car..I can't even trust if they changed the oil as they said.What if they hit someone with my car and ran away!! What if they ran a red light and I get a ticket!! Lots of terrible "what ifs"I could be facing legal problems because of their careless employees.

  

  Business Response

  Date: 01/19/2023

  The dealership is working directly with Mr. ******** to address his concerns. 

• Initial Complaint

  Date:01/16/2023

  Type:Order 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 2023 kia ****** s. I had a trade in 2022 ********** outlander. Upon reviewing my documents at home the dealer failed to give me copy of my bill of sale , contract, gap insurance information. The numbers on the contract are incorrect and I would like them to adjust the amount accordingly. The msrp of the vehicle is $24.660.00. plus the $800.00 in gap insurance. Then the left over taxes and fees and the registration fee. The total contract says $34.349.25. There is extra being added on without my consent. please investigate for fraud. They also didnt give me nothing for my trade in and they sold my 2022 mits outlander for $36k.

  

  Business Response

  Date: 01/18/2023

  The dealership is working directly with ****************** to address her concerns.

• Initial Complaint

  Date:01/16/2023

  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 dropped off my vehicle on Tuesday, November 22 so that they can check my vehicle because the transmission was skipping. On Friday, November 25th, I reached out to the Service Advisor, *********************** to get an update and he informed me that the part has been ordered. On Monday, November 28th, I followed up with ****** and he informed me that it would be a few days for the partner to arrive. After several times of reaching out, I finally received and update from ****** on December 5th informing me the part for my vehicle would arrive Dec. 19th. On December 19th, when I reached out to the ******, he informed me that the new date for the part to arrive will be December 26th. At this point, I had already paid for a rental from enterprise that I couldn't extend. I had to beg for ****** and his team to provide me with a courtesy car while I wait for the part to arrive. I was able to pick up the courtesy car on the 20th but only for 15 days. According to the last update, I only needed the courtesy car for 6 days. On Dec. 26 when I reached out to ******, he informed me that now the part would arrive on January 9th but that I needed to return the courtesy car on January 3rd, once again leaving me without transportation. At that time I asked to speak with his manager for which he informed me that they were both on the phone listening, ************************* and ***********************. They informed me that it was not there responsibility to provide me with transportation and that the courtesy car will not be extended without me paying the rental amount. On January 3rd, when I dropped off the courtesy car, I once again asked for an update, ****** informed me that the new date for the part to arrive would be Sunday, January 15th. After several times of trying to reach ******, I decided to call the dealership directly, ****** informed me that new arrival date for the part is January 24th. I just need my vehicle repaired and returned. I would appreciate being reimbursed for the rental expense.

  

  Business Response

  Date: 01/17/2023

  The dealership is working directly with ************************* to address her concerns. 

• Initial Complaint

  Date:01/16/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday November 25th, my vehicle was dropped off at the Ed ********************** Automotive in *********, *******. The vehicle was with them for almost 3 weeks with very minimal communication from the dealership as to what was going on with the vehicle. I gave them extensive details outlining what the issues were with the vehicle, and explained to them that frequent communication was necessary as I live in a different state and would need to make travel arrangements to pickup the vehicle. When we went to pickup the vehicle we noticed the vehicle was still making unusual noises. I recorded the noises and sent it to the service advisor. I insisted that they resolve the issue, and they continuously told me there was no need to continue working on it. On December 22nd I sent a letter via email to both the service manager and the owner of the franchise with a detailed timeline of the events that occurred at their dealership regarding my vehicle service. I also emphasized the fact that they refused to complete the job as they did not feel it was necessary. I ultimately had to take the vehicle to a different mechanic (******************************) to have them complete the job. I have tried tirelessly to get ahold of the service manager to resolve this issue, but he refuses to return my phone calls. I would like a refund for the services I paid for at ********************** (services that did not resolve the issue). I would also like to be reimbursed for the services I had to pay for at a different auto shop, as ********************** refused to finish the job. I have attached the letter that I sent to the dealership as well as the invoices that I paid at the dealership and at the secondary auto shop.

  

  Business Response

  Date: 01/18/2023

  Ms. **** told our service advisor that the independent shop recommended the replacement of the rear differential, based on one of their mechanics noticing an oil leak, he then opened the differential and took pictures of the inside gears and oil leak, he notes metal shavings in the differential. The customer came into our shop requesting a replacement of their differential based on that. The service advisor called in a claim and the claims adjuster advised that the damage shown in the pictures would not be covered unless the differential actually failed, which it had not. Warranty paid for resealing the differential properly and replacing the recommended gaskets and axle shaft seals. The differential had been leaking oil, we can't determine if it leaked before she took it to the independent shop or started leaking after that mechanic took it apart and put it back together to send the vehicle to our dealership.That oil leak resulted in oil spilling all over the vehicles brakes. Our mechanic received authorization from the adjuster to clean the brakes, which we did. We also replaced a right front wheel speed sensor, and the customer was charged $100.00 deductible and paid to repair a loose/damaged exhaust shield. This shield was not covered under an extended warranty. According to the invoice submitted with the complaint Ms. **** took her vehicle to ****************************** on January 10th, 2023, after she left our shop on December 14th, 2022, and they replaced a rear brake caliper and hose. Neither of those repairs were previously done by us. 
  

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18819750
  
  I am rejecting this response because:
  
  As I mentioned in the letter that I sent them, that they failed to respond to, the car was driven back to the dealership minutes after driving it off off the lot due a loud, unusual noise coming from the vehicle. I called the service advisor , *******, and informed her of the noise and sent her a message containing a video in which you could hear the sound. I expressed concern for the safety of my partner who was driving the car, as this noise was concerning. They said it was probably the dust shield. This is an issue that would typically be resolved while cleaning out the brakes, as they were paid to do. Instead, they told me to take  it to whoever does my brakes. As you can see by the continued work that I had done at ********************* there was clearly more work that needed to be done. Regardless of the fact that it was not the rear differential that needed to be replaced, Napleton shouldve taken my concern seriously when I told them that there was still something wrong with the vehicle and examined it further. This is serious negligence that couldve led to a much worse consequences. 
  

  I would also like to draw attention the fact that I was never given a compete estimate for how much the work would cost, nor was I sent any kind of authorization form to sign regarding the work. 
  Sincerely,
  
  **** Walk

  

  Business Response

  Date: 01/24/2023

  The shop manager went for a test drive with the customer and verified nothing was wrong and heard no concerning noise. Attached is the phone call where the service advisor went over all the charges with Ms. **** on 12/5/2022 at 1:16pm. We have tried our best to work with Ms. **** and we understand that it may not meet her standards, but we consider this matter closed. 

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18819750
  
  I am rejecting this response because:
  

  That is actually false, my partner has confirmed with me that he was not present in the car with the mechanic when a test drive was completed. I provided the service advisor a video in which you could hear the concerning noise that my partner heard immediately after leaving the lot. This video confirms that there was clearly a concerning noise. They even acknowledged that there was a noise because the mechanic stated "it's probably the dust shield." It was in fact not the dust shield. The noise that was being heard was resolved through the service that was provided by ******************************. 

  I am extremely disappointed in this response from Napleton. They state that they have tried their best to work with me, but that is also false. After speaking to the service manager once, I was informed that he would get back to me which never happened. I continued to call and leave numerous voice mails and I was not even given the courtesy of a response. Napleton says that they "pride themselves on excellent customer service," and making sure that customers needs are met. They have clearly proven this to be false as you can by the various accounts I have provided in my original letter in which they did not provide quality customer service. The fact that I had to reach out to the BBB in order to even receive a response from the business and discuss this matter is further proof that the customer service is lacking. My needs were not met as my concerns were continuously ignored regardless of how many times I expressed these concerns. 

  I requested numerous times for paperwork from the company stating that they have acknowledged the fact that I brought this concern to them and were refusing to do anything about it as they did not see a need for it. In my one phone call where I was actually able to get ahold of the service manager he promised to get this letter to me. That never occurred, and I never heard from him again despite the numerous phone calls and voicemails I left. 

  The blatant disregard for my concerns both during and after the servicing of my vehicle is appalling. The response I have received does NOT meet my standards. The refund and reimbursement I have requested is only a minor portion of the time and money that this experience with Napleton has cost me. Not only has Napleton failed to make things right, they have not even acknowledged or offered an apology the way in which they have mistreated a customer. 

  
  Sincerely,
  
  **** Walk

  

  Business Response

  Date: 02/01/2023

  Ms. **** had her vehicle repaired in **. The paperwork from ** states that an ABS light was on, and the brake caliper was replaced for that concern. Nowhere in the repair order from GA does it state there's a noise. The dealership has declined any assistance and goodwill based on those findings. 

  Customer Answer

  Date: 02/09/2023

   
  Complaint: 18819750
  
  I am rejecting this response because:
  
  I recognize that the dealership will not accept responsibility for the way in which they have failed a customer, nor compensate me for their failings. In speaking directly to the service director over the last few days I informed him that I could get a written statement from the mechanic who completed my maintenance at ****************************** detailing the noises that he did in fact hear when I brought the car in. The service director informed me that this evidence would not be sufficient as it was not stated on the original document; a clear attempt to avoid taking responsibility for their shortcomings. For purposes of warning other future customers, I would like to reemphasize the disrespect and negligence on the part of the service team towards my concerns and safety as well as the despicable way in which they treat their customers. 

  
  Sincerely,
  
  **** Walk