Complaints

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

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• 

  Ed Napleton Automotive Group

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

  
• 

  Ed Napleton Automotive Group

  1000 Lawrence Ave Ellwood City, PA 16117

  
• 

  Napleton's Collision Center of Wyoming Valley

  2150 Sans Souci Pkwy Wilkes Barre, PA 18706

• 

  Napleton KIA of Fishers

  13417 Britton Park Rd Fishers, IN 46038

  
• 

  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:01/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have gave my car to Chrysler dealership in *********, ******* on Thursdhay Jan 12 2023 after making a SERVICE appointment. They told me they are backed up and would not call me on any day to give me an update. Each day I called three times and each day no one would diagnose me car. My mother physically went there Jan 14,2023 and rather than helping us they asked if we want our car back with no resolution. They do not care about their customers and are giving service appointments to people who they can not accommodate for. My mother who takes care of my grandma does not have a car to go around as I have her car, I asked for a rental as my policy allows it and they REFUSE to give me a rental car even though the issue with my car is the dealers issue. The whole staff is not willing to call me or my mother for any updates and I have been forwarded many times to voicemail by their staff. If you do not have workers to diagnose a car then do not offer to take a car in. If I had more poor circumstances and only relied on this car how would I get to work? They do not put themselves in their customers shoes. My grandmother is ill and can not make any appointments due to a lack of car. I have again called 9 times today and they refuse to pick up or give me any update. PLEASE help me as I am in this situation and it is highly ridiculous to take someones car for 3 days and not care to EVER update them.

  

  Business Response

  Date: 01/17/2023

  Vehicle was finished and picked up by ************** on January 16th, 2023. 

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 27 2022, I drove to this dealership to purchase a car. I drove from *********. I was talked into purchasing an extended warranty contract on the wheels and tire. I was told, and it is written into my contact, as well as it being an actual law, you must be refunded for the unused portion of any extended service contracts. I owned the car for 4 months, and traded it in, so I am entitled to a prorated refund for the remainder of the 6 year contract. I contacted the dealership first in November after I traded in the car. I spoke to an individual in the financing department who told me that I absolutely was entitled to a refund, but I had to be in person to request it. I told him that I live in *********, and that DocuSign or Notarized signatures are also legally binding. He agreed and let me know he would send it to the contract/titling department to contact me to arrange. I received no call. I waited 3 weeks and contacted them again.This time I spoke to an individual that blamed it on them being short staffed but told me I had to be in person. I told him it is against the law, a violation of my contract, and that a DocuSign or notarized signature is legally binding. He also agreed and let me know he would send it to the same title/contract department to remedy. It has not been 3 additional weeks with no contact from that department. They are trying to make it difficult/impossible to obtain a refund, so they can pocket the funds for the extended service contract.

  

  Business Response

  Date: 01/16/2023

  ****************** was emailed the cancellation form Friday afternoon (January 13th) and ****************** sent it back Saturday evening (January 14th). Cancellation forms were processed first thing this morning (January 16th) and a copy of the refund check was sent to his email address. 

  Customer Answer

  Date: 01/18/2023

   
  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:01/12/2023

  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.

  This business does nothing but harass people, like myself. No matter how many times I ask for them to stop contacting me they do it anyways. I have asked and asked them to stop. Employee ************************* will not stop contacting me about selling them a vehicle when I haven't been in that market to do so in over 2 years.

  

  Business Response

  Date: 01/13/2023

  We have removed ************ from all our ********************* base. 

• Initial Complaint

  Date:01/11/2023

  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 have a fraudulent inquiry on my credit file from River oak ***** that I did not authorize on 4/26/2022. I need to have this fraudulent inquiry removed from my credit report immediately. I have contacted transunion and equifax about this as well and they have not helped me. I need this removed!

  

  Business Response

  Date: 01/13/2023

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

• Initial Complaint

  Date:01/11/2023

  Type:Billing 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.

  ****** sold me a car that was in a car accident, I drove the car around the parking lot, took the car home. I called the ****** and informed them that I did not like the car, I have called three times and did not get a response two times. The first time I called they stated that they would get back with me and they did not. I called two more times and they never returned my calls. I took the car back up to Napleton and left it there which was a 2019 ******. They allowed me to swap the ****** for 2019 Rogue. I was informed that you would have to pay sales taxes on the ****** and the Rogue. I only drove the ****** for three days and then returned the car. I *** not understand why i would have to sales taxes for a car that I swapped out and only drove for two days. I tried to talk with the managers and they informed me that I bought the ****** that is why I would have to pay sales taxes. That does not make sense to me. You have 30 days before you have to taxes. My car payments are higher because they included the sales taxes for the ****** in my copayments. My copayments are ******. I want the rogue But I do not want the sales taxes of the ****** included in my copayments.

  

  Business Response

  Date: 01/13/2023

  The General Manager explained that they dont take vehicles back, but that they could trade the vehicle for her. **************** got the same value she paid for the Murano and was discounted on the Rogue drastically to accommodate the agreed upon payment. The dealership explained several times that the taxes on the previous vehicle must be paid as **************** purchased the Murano, to which she had agreed to. 

  Customer Answer

  Date: 01/14/2023

   
  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:01/10/2023

  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 pre-owned vehicle in November of 2020 from this dealership. Purchased full warranty to ensure I was covered since the vehicle was pre-owned. Had great service with Jiho up until the Service manager tended to my vehicle a time where I took it in because the check engine light was on. He brushed off the issue and said to take it to the Audi dealership because it was still under powertrain warranty. Drove all the way over there and was told I no longer qualified for powertrain warranty. Took the car back to Napleton's and they suggested my coolant had leak at ~39k miles. Repairs were made. Check engine light turned on again at ****** miles, tires were replaced. Took it in again at ~44k miles and was told to come back when I can leave the car for a long period of time. Not once was advised properly. I called to make an appointment in November, got told to just come in to drop off the car. 9 days went by and hadn't heard a single thing about my car. About day 12, I was told it was getting looked at. Days go by and no update, so I keep calling and find out the transmission needs to be completely replaced, claim would be filed with warranty I purchased. A month goes by and warranty I purchased from them doesn't want to pay 10k for a transmission then loopholed two weeks later because I never took the car in for transmission inspection/service at 40k recommended miles by Audi. I am now going on 3 months with no car, no rental, major inconveniences with my two jobs and family. Manager and advisor keep dodging my calls and now have had no success getting in contact with dealership General manager. Meanwhile, I'm still paying for my car, insurance and warranty with no benefits. This is by far unacceptable and this dealership is incompetent. I just want my car fixed properly and returned to me.

  

  Business Response

  Date: 01/12/2023

  After speaking with the extended warranty, they have declined repairs due to the transmission service not being completed. The service is due at 40k miles by Audi guidelines. The vehicle currently has ****** miles and the service has not been completed. **************** purchased the vehicle out of factory warranty and purchased a service contract. The service contract explains very clearly of the customers responsibilities, which includes to stay up to date with the manufactures schedule maintenance. Please see attached for documentation. **************** did not perform the complete 40k manufactures schedule service which included service to the transmission. The service was not recommended or offered at our dealership because it is not in our ********** native database for Scheduled Maintenance. 

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18716126
  
  I am rejecting this response because: I'd like to request a copy of the service contract guidelines. I called the warranty company and they instructed Dealership should have provided me with the guidelines to this contract at time of purchase. Attempted to call service manager ***** but no response or call back. Advisor *** also hasn't sent me the correct documents illustrating these guidelines. Also. If my car isn't going to be fixed, why haven't I gotten a call from anyone to go pick it up?
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/18/2023

  We have attempted to resolve this issue and it was not satisfactory to ****************. We also understand that it may not meet ******************** needs, but we consider this matter closed. 

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18716126
  
  I am rejecting this response because:car was returned with weather guard loose. Contacted advisor to have this fixed. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/09/2023

  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.

  I purchased a used Kia *** on November 22nd and paid cash for it with a cashiers check from my bank and was told that it would take 4-6 weeks for me to receive my title and that it would be about 2-3 weeks until I received paperwork so that I could switch the registrations on my vehicles. As of January 5th I had not received any of the paperwork and as of today 01/09/23 I still have not received any papers. I have called and left multiple messages with no resolution. I had one person that answer tell me that I would have better luck coming into the dealership than phone calls because the follow-up just isnt reliable. I went in at one point and spoke with the same finance and insurance manager, **, that helped with the deal when I purchased the vehicle and he told me he would email the title clerk immediately and have her contact me and that was on 01/06. I was never called back. I called again on Saturday and spoke with a different finance and insurance agent. This one told me the same thing. We came to the conclusion that during the title clerks leave period, there was an interim clerk covering. When I purchased the car with a check, they didnt pay attention to that and instead sent my title to chase bank. I have now called the bank myself since they havent done anything to resolve this. The bank told me they would issue a letter stating there is no lien on the car so that I can then go to the Bmv for my clean title. The dealership did nothing to actually resolve this issue for me and I had to do it myself even though they mad the massive mistake of sending it incorrectly and violating the law that it must be given within 31 days to the owner after purchase. They had no drive to fix this for me since they had been paid. Im hoping that this review will serve as a reminder that they are in a business for people. People are not here for them.

  

  Business Response

  Date: 01/11/2023

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

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18712314
  
  I am rejecting this response because: I am waiting to receive the paperwork so that I can claim my title on the vehicle.  Until I receive that document, this will remain open.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/16/2023

  It will take **** business days for the title to be mailed out because it has to go through the bank's process first. 

  Customer Answer

  Date: 01/18/2023

   
  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:01/09/2023

  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 bought a 2019 ****** Sienna from ********************. A week after purchasing the vehicle I had an issue with the trunk not closing. This is a safety issue since I am not able to drive the vehicle without the door closed. I took the vehicle into them. They said they would repair it since it was within the 30 day warranty. They replaced the trunk latch but said this did not resolve the issue. That 1 and 5 times the trunk wouldnt attach properly. They told me they would arrange with a body shop to have the bumper repaired but never did that. They ignored my calls and would not response to me. I went into their facility on Nov 26th. *************************** told me him and his Service manager were working on resolving this with the ***************** I told him I would wait for there resolution before leaving. He came back 5 minutes later and told me that the **************** agreed to pay for the repair, and they ordered a replacement bumped to complete the work. He told me it would be 3 weeks for the bumper to come in and he would contact me to schedule the work. I never heard from him so I followed up on December 28th and asked him to send me a copy of the order for the bumper for my records. He hasnt sent me that copy and now is again not responding to my calls or emails.I would like them to replace the bumper, as they stated they would, so that my trunk latches as it should.

  

  Business Response

  Date: 01/10/2023

  The Service Manager of the dealership is working directly with **************** to address her concerns. 

• Initial Complaint

  Date:01/09/2023

  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 used ***** Odyssey in April of 2022. Was informed that all open recalls would be address/fixed before we left with the vehicle along with a new battery. On December 21, car would start and had to be taken into ******* *****, were they confirmed that the battery needed to be replaced (still original battery) and all 6 recalls were never taken care of. (some being safety issues -ie fuel pump). In addition, I had to replace a cap that was missing for an oil change and replace sway bars that were broken. (This was not broken from my use of the car) I had purchased an extended warranty from them and was told that I would have $100 deducible which they switched to $200. I would like the cost of at least the battery and deductible refunded.

  

  Business Response

  Date: 01/10/2023

  The dealership reached out to ************** and came to an agreement of helping her out with a portion of the bill from ****** The dealership is also reimbursing ************** for the battery that was installed as well as her deductible. 

• Initial Complaint

  Date:01/09/2023

  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.

  within the last year each time i took my SUV into the dealership and had my oil changed i told them i was losing oil. was told this was normal and they never looked into the problem. i had **** as the agent who checks me in. he told me on multiple times this was normal. my vehicle started acting up . took it in 1/3/23. talked to ******** who advised it was the power train. i asked her isn't power train covered for ******* miles since ******* is having big time issues with its engines? then she comes back and says it is the turbo charger not power train. then she quotes price of $400 to $3,600 for repair. and of course she says mine is the most expensive. then comes back and says the turbo charger burned out cat converter. so now it will $5,500 plus fees and taxes. was told that low oil can make turbo charger go out. and i mentioned the oil problem for last year. was advised on 1/3/23 that a consumption test could have found this issue. for the year i complained no one mention the consumption test. spoke with ***** the acting manager and ***** the head mechanic tech, this is a engine problem and should be covered under warranty. i am going to pay for my vehicle to be repaired. but i want to be reimbursed for total amount. bought extended warranty from the dealer when bought the vehicle. they can not produce a copy. said they called the warranty company and it has expired. i got 100k warranty from *******, but since issues with engines has been extended to 200k. i would like to know how much extra was the extended warranty. i have 126k mileage now, i am sure i bought more than 26k extra for coverage. i was not offered a loaner

  

  Business Response

  Date: 01/17/2023

  Ms. ******* vehicle has been driven with a damaged turbo charger for extended miles and time. As a result, not only is the turbo charger in need of replacement, but the catalytic converter as well. A customer pay estimate was written and provided to **************** on January 5th, 2023.Pictures of the defective parts were sent at the same time. **************** declined authorizing repairs and stated that ******* should pay for it. The dealership sent a Goodwill Prior Approval to ******* for consideration on January 8th,as a courtesy to ****************. We have yet received an answer as of this date. 
  

  Customer Answer

  Date: 01/17/2023

   
  Complaint: 18697635
  
  I am rejecting this response because: on 1/5/2023 i was sent a text that the turbo charger had burnt the inside of *** need new one.  Was provided price of ******* ******* and aftermarket *******. Called talked to ******** authorized aftermarket.  Came in 1/6 2023 talked with ****** service manager and **********; head technician explained i felt if they had addressed my complaints about having to add oil inbetween oil changed for the last year my turbo charger may have only needed repairing and the *** would not of burnt.  They offered to send Goodwill no no response to date.  So, I didn't refuse to authorize work. But yes I feel ******* should take some responsibility since everyone I have talked to at the dealership says there are issues with oil consumption  yet no one was proactive to avoid all these issues.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 01/19/2023

  The dealership is still waiting on a response from ******* regarding the Goodwill repair. 

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18697635
  
  I am rejecting this response because: Not sure when their response was added but  On 01/18/2023 I was advised by ****** (service manager) around 6:15pm the Goodwill request had been denied due to Mileage and Warranty (though I still feel if Napleton had addressed my oil consumption issue in Jan 2022 or any of the other times I brought this to a Tech attention my CAT converter would not have to be replaced, not one Tech advised maybe should check turbo charger due to this problem with the oil but that will cost X** dollars. To give me the option to say yes or no).  I requested she place document for reason for denial in my car, I authorized the installation of Aftermarket CAT converter, ****** cnk if car would be ready  Thursday or Friday because all mechanics were gone for the day.  As of Jan 20, 2023 at 6:50pm I have not been contacted on status of my car. 
  
  Sincerely,
  
  ***************************