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

  
• 

  Wyoming Valley Subaru

  1470 Highway 315 Blvd Ste 2 Wilkes Barre, PA 18702

  
• 

  Napleton KIA of Fishers

  13417 Britton Park Rd Fishers, IN 46038

  
• 

  Napleton Kia of Carmel

  4500 E 96th St Indianapolis, IN 46240

  

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:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2015 ***** Malibu from Napleton Off Lease in ***************** on October 8, 2024. The vehicle was sold to me as is, but the dealership failed to disclose significant under-bumper damage that affects the vehicles safety. Under Illinois Consumer Fraud and Deceptive Business Practices Act, dealerships are required to disclose known defects that impact safety, regardless of an as is sale.I discovered the damage after purchasing the vehicle, which required repairs to ensure the car was safe to drive. When I contacted the dealership about the issue, they stated they were not required to disclose such damage because of the as is sale. However, undisclosed safety-related damage is considered deceptive under consumer protection laws. They would not take accountability or cover the repair cost even though this all happening due to their negligence. Don't not ever purchase from here, they will rather put your life or others in jeopardy over profit.

  

  Business Response

  Date: 03/07/2025

  Ed Napleton Automotive Group acknowledges receipt of BBB Case #******** regarding Jazmine ******** concerns about her 2015 Chevrolet Malibu, which she purchased on October 7, 2024, from Napleton Off Lease in ******************
  
  Ms. ******* took delivery of the vehicle with no immediate concerns. Our records indicate that she followed up on December 18, 2024, inquiring about a spare tire and ***** which we addressed at that time. No other issues were raised during that communication.
  
  Several months later, Ms. ******* visited the dealership, expressing concerns that the vehicle was unsafe due to an alleged suspension issue. She stated that she had difficulty controlling the vehicle while driving. She confirmed that she had not brought the vehicle to our service center for evaluation. We offered to assist her by considering a trade-in option; however, we were unable to move forward as she required a co-signer. She left without scheduling an appointment with our service team.
  
  On February 19, 2025, Ms. ******* returned to the dealership accompanied by two individuals, one of whom she identified as her grandmother. She presented a video of the vehicles undercarriage, at which time our staff noted that the damage appeared consistent with an impact from a pothole or curb. Ms. ******* disagreed with this assessment. Despite this, we inspected the vehicle at our service department on February 20, 2025. Our certified technician confirmed that the damage resulted from an impact, such as hitting a pothole or curb.
  
  Further research revealed that Ms. ******* had taken the vehicle to other service centers for maintenance. Carfax records indicate that previous mechanics who inspected the vehicle did not report any safety-related concerns before this issue was raised.
  
  Ms. ******* ultimately retrieved her vehicle from our service department. She paid out-of-pocket for an alignment of $379, while her warranty company covered the replacement of a gasket on the oil pan for $522. A repair order documenting these transactions is available upon request.
  
  Ed Napleton Automotive Group stands by our commitment to transparency and customer service. The vehicle was sold in good faith, and the dealership has acted reasonably in addressing Ms. ******** concerns. The evidence suggests that the reported damage occurred well after the purchase date due to an external impact. While we regret that Ms. ******* is dissatisfied, we have made reasonable efforts to assist her within the scope of our policies and obligations.
  
  We appreciate the opportunity to respond to this matter and remain available for any further inquiries from the BBB.

  Customer Answer

  Date: 03/09/2025

   
  Complaint: 22970786
  
  I am rejecting this response because: Theyre lying, saying I waited till December to raise concerns. When I actually went in person less than two weeks after purchasing the car, I was told its not a problem and theres nothing they can do. Now theyre saying they did do something when they actually didnt even try to do anything until I brought up legal actions. Do not shop here; they lie and will put your life at risk over profit.
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 03/19/2025

  We maintain our original position regarding this matter. The vehicle was sold in good faith and accordance with all applicable laws and regulations. There were no disclosed or apparent safety concerns at the time of sale. Our records indicate that Ms. ******* did not report any issues immediately upon purchase. When she later raised concerns about the vehicle's condition, our certified technicians inspected the vehicle and determined that the damage was consistent with an impact occurring after the sale.
  
  While we regret that Ms. ******* remains dissatisfied, the dealership has acted reasonably and within the scope of our obligations to address her concerns. As such, our stance on this matter remains unchanged.

  
  We appreciate the opportunity to provide clarification and remain available for any further inquiries from the BBB.

  
  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 22970786
  
  I am rejecting this response because they still want to lie, Ill just go through legal channels.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They have had my car since November 15, 2024 and today is February 18, 2025 I have been told on a few occasions my car is ready, then its not ready. Last person working with there is *** ***** Napleton's Aston ****** & Maserati ************.

  

  Business Response

  Date: 04/11/2025

  ******* **** is working directly with the Service Director **** ******* to resolve this concern. 

  Kind regards, 

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 22953530
  
  I am rejecting this response because: I am not working with ****. My mom worked with the Gen ******* *****,  They kept my car for 4 months, I was told to pay over $1300 to have it shipped. I paid to have the car shipped after 3 days I called to find out where was my car, and the car was still in there parking lot. They had not ;shipped the car as i paid for. Only until I contacted them that they realized car was still there. They then had car shipped and when it arrived in ********* Nc. The car would not start because it had set up for 4 months with out being cared for. the delivery guy of the car had to jumpstart the car and then they had removed my master key and never returned  it. they said i didn't pay for a key, Originally  my car was sent to them because it was vandalized with keys but the sales person who had key no longer works there. How could my car sit in a lot and they don't no it was still there and had not been picked up. Then once the delivery of car could get the car down off truck, I had to take to the Maserati dealer in ********* and they shook there head in embarrassment of there name. I had to spend another $1,600 for them to try and take some better care of car. I want to be compensated for all the money I spent. I was the victim  and I don't want no one to go threw  this with Maserati dealer in *************. I will take this to news, report lemon or whatever is needed. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 04/27/2025

  Napleton Maserati of Downers Grove acknowledges receipt of Ms. ****** complaint. While we sympathize with the customer's inconvenience, it is important to clarify the circumstances that contributed to the timeline and events in question.
  
  Ms. ****** vehicle arrived at our service center following an act of vandalism, and we immediately began repairs as permitted by parts availability and logistical constraints. The significant delay cited was primarily caused by the wait for a specific sunroof part, which was ordered promptly but was subject to manufacturer-related delays beyond our control. Furthermore, issues related to leather repair required rework based on customer dissatisfaction, further extending the service timeline.
  At no point was the customer misled regarding the status of her vehicle. Our team communicated with her throughout the process, including discussions regarding the vehicle's dead battery, a common occurrence when a vehicle remains stationary for extended periods. Additionally, the need for replacement rear tires was identified during standard inspection but was unrelated to the primary vandalism repairs, and such maintenance items were communicated separately.
  
  Regarding the vehicle shipment, Ms. **** independently coordinated payment for shipping services. While an unfortunate oversight led to a short delay in the vehicle's physical pickup from our lot, it was not due to neglect but a miscommunication between the third-party shipping company and our staff. Once notified, we promptly resolved the issue, and the vehicle was transported as arranged.
  
  The claim that a master key was improperly removed or withheld is without substantiation. The dealership did not remove or retain any customer property without cause. Replacing keys damaged during vandalism is typically an insurance-related process and must be addressed through proper channels.
  
  Regarding demands for extensive compensation for rental vehicles, additional repairs, and transportation, Napleton Maserati of Downers Grove respectfully denies responsibility for costs that extend beyond the original scope of our service obligations and external factors beyond our control, including Ms. ****** subsequent relocation.
  
  We have acted in good faith, with professionalism, and within the reasonable bounds of the services requested. We regret that Ms. **** feels otherwise; however, we must respectfully decline her demand for additional compensation.
  
  Napleton Maserati of ************* remains committed to providing high-quality service and support to all customers and considers this matter closed unless new and material evidence is presented.

  Kind reagards, 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 22953530
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****

   

  Please note the only Professionalism is how they got to together and put there response. They didnt no my car was still on there premise until I called them, how can you not realize a car hasn't been picked up. How profession is it the sales person who had both my keys no longer workers there and next person did not follow up, How professional you let my car sit in your lot for 4 months of with no care and expect the car to start. I was told I had to pay for transportation, All delays on The Car dealer I and my mother had to call, How Profesional on several occasions we had to call and at one point no call back from Sales person in a week.  The Maserti dealer in ************ did more for me than this place did. And shook there head in disbelief. Please check this place out it is not a good place. And I am going to seek other resolutions, 

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Certified PreOwned 2024 ************** with a Clean Carfax report on Sunday, February 16, 2025. We were considered the first owner as it was used as a loaner and has ****** miles on it. As soon as we returned home we noticed that there was damage to the back bumper and a scratch. We took a picture and texted the sales associate immediately. We were told to return the following day.That night we pulled up pictures of our vehicle on Napleton's website that they used for advertising. The car was on their lot and we zoomed in and found the damage was present while in the possession of Napleton and not reported to ******. We also looked at exactly what a "Certified Preowned" car means to *******. It clearly states as inspection point 59, "Rear Bumper: finish, appearance, no visible damage". When we returned, the car was looked at by the sales team, sales manager and finance manager. We sat down with the sales associate. He told us that they cannot fix the damage because it will be in excess of $5000 and they already lost money on the vehicle. He stated that he would put us in "the white one" but that was unacceptable. The sales manager told us that he could do nothing. He stated that we should have seen the damage before sale. The management would not work with us and we ended up going home. I feel that this dealership is being fraudulent as they sold us a vehicle that is a "CERTIFIED PREOWNED" with a clean Carfax report. We have evidence that the damage was done on their lot, but chose not to disclose damage in excess of $5000 to us or on the Carfax report. They also did not execute due diligence when inspecting the vehicle to be able to say it was Certified Preowned.We would like to have our bumper fixed at the expense of the dealership. Our car, in its current shape, is worth less. We would like them to do what's fair and make the necessary repairs to bring the car back to the value we paid.

  

  Business Response

  Date: 03/19/2025

  The vehicle in question was sold as a Certified Pre-Owned (***) vehicle, and the customer was made aware of a cosmetic crack in the plastic before purchase. The listing accurately reflected this condition; the vehicle was sold as-is with no repair promises. The presence of this crack does not impact the *** certification, as it does not fall under the criteria that would disqualify the vehicle from Hyundais *** standards. The certification remains active, and documentation supporting this has been provided.
  
  Regarding the customers concern about the Carfax report, ****** is a third-party reporting service that only includes information that has been officially reported. The vehicle has never been in an accident; therefore, no such report exists. The dealership is not responsible for what is or is not included in Carfaxs database.
  
  The buyers guide, which was provided at the time of sale, clearly states that the vehicle may have dents or cosmetic imperfections. The customer had the opportunity to inspect the vehicle prior to purchase and acknowledged its condition at the time of sale. Given these facts, the dealership does not find a basis to provide further repairs or compensation.

  Kind regards, 

• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our vehicle has had oil issues for the last 2 years. When we brought it to ************ previously we were told to add oil as needed, which we did for over a year. We ended up having to bring it back this year and they performed an oil consumption test. It was determined that a second test was needed, and then a step 3. It was never explained clearly what the steps were or what was needed from us, just that we needed to bring it back. The last time that we brought it back, we had terrible communication from **** - starting with when we even needed to return since they recorded the mileage wrong on our paperwork and didnt tell us to come back in 1000 miles (I had to ask if we needed to come back). It is impossible to get a hold of anyone by phone, so I had to resort to text messaging with **** directly. It took several days or a week for him to respond, but even his responses did not answer my questions, so I would have to wait several more days to try and reach back out. Our vehicle had been at the service center for over a month before we finally had it towed home today - they performed zero maintenance on our vehicle in the month that it was there, presumably because they were waiting for me to provide previous records. Had I been told in advance then I could have delivered the records with the car to begin with. Had **** responded to me multiple messages asking if what I provided was correct or what exactly was needed or what was happening with the car - then maybe I could have given them what they needed. But there was no communication and I was left with no option but to pickup my car from them with no solution. I would like to know exactly what is needed from me so that we can have the car repaired. If you look over the screenshots I am providing between myself and **** then you will see where I asked what was needed several times and he would wait days or a week with no response. Also, I tried countless times to get a phone call and it never happened.

  

  Business Response

  Date: 03/07/2025

  We have received Ms. ***** ********* complaint regarding her service experience at Ed ************************ *** of ********. We appreciate the opportunity to clarify this matter.
  
  The customer brought her vehicle to our service center on August 30, 2023, with ****** miles on the odometer for an oil consumption concern (RO ******). This was the first documented instance where oil consumption was reported. As per manufacturer guidelines, an oil consumption test was initiated, and the customer was instructed to return after ***** miles for further evaluation. However, the customer did not return for the second phase of testing.
  
  On October 17, 2024, the vehicle was brought back in with continued concerns about oil consumption. Upon inspection, our technicians identified a leak from the valve cover gasket, which was likely contributing to the oil loss.
  
  On the most recent visit, January 14, 2025 (RO ******), at ****** miles, the customer again reported an oil consumption issue. During this visit, our advisor noted a significant gap in maintenance records. As manufacturer warranty and policy require proof of proper maintenance to proceed with an oil consumption test, our advisor attempted to verify records through ****** and also requested documentation from the customer. However, no valid maintenance records were provided, and as a result, we were unable to move forward with testing.
  
  Regarding concerns about service advisor communication, we acknowledge that clear and timely responses are crucial in ensuring a positive customer experience. While our advisor did attempt to collect the necessary maintenance records and clarify the situation, we recognize that communication could have been more effective. We will take steps to ensure that customers receive more proactive updates and clearer instructions in the future.
  
  With respect to the alleged mileage recording error, our records indicate that the mileage was correctly documented at the time of check-in. A photo was taken as part of our standard process, confirming the accuracy of the recorded mileage. The customer was instructed to return after ***** miles, but the vehicle was not brought back until it had accumulated an additional ****** miles (at ****** miles).
  
  The customer also expressed concern that the vehicle remained at our service center for over a month with no service performed. The vehicle was dropped off on January 14, 2025, and by January 15, 2025, the customer was informed that maintenance records were required to proceed. Unfortunately, a portion of the delay was due to the customer being out of town for work and unable to provide the necessary documentation. No further diagnostic steps could be taken per manufacturer guidelines without the required maintenance records.
  Ultimately, the vehicle was towed from our facility, and no service was performed. We regret that we were unable to assist further, but as previously stated, without documentation confirming the vehicle's maintenance history, we could not proceed with an oil consumption test or any warranty-related repairs.
  
  In response to the customer's requested resolution, we remain open to reviewing physical copies of maintenance records should the customer be able to provide them. Once verifiable records are submitted, we can reassess the situation and determine the appropriate next steps. However, based on previous communication, the customer indicated that oil changes were performed at a high school and by a family member, which may not meet the documentation requirements set by the manufacturer.
  
  We value Ms. ********* business and regret any frustration this situation may have caused. We are happy to assist in any way possible within the scope of manufacturer guidelines and service policies.
  
  Sincerely,

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22946882
  
  I am rejecting this response because they were missing key information in their response. 

  It is true that I brought my vehicle to the service center in August 2023, with ****** miles. I was told to add oil as needed and I was never told to return for a second phase. To be honest, I am still completely unsure that the phases are since I have asked **** multiple times and never received a response.

  Then in October 2024 I returned with continued concerns because we had been performing oil changes and adding oil frequently.

  At that visit, they replaced the valve cover gasket and did instruct us to return in ************************************************************************** the vehicle. 
  

  Therefore, we returned for that check up. We are not sure what testing or service was done at this visit and I could never get a hold of a technician to talk to about it. Due to work schedules, and multiple medical appointments for my sick parents, it is impossible to drop off or pickup the car during regular business hours; I would drop the car off with the keys after hours and pickup the keys from the cashier after the service center was closed. I was relying on texts or phone calls to get information. My phone messages went un-returned and it took days or weeks for **** to return to texts, which didnt even address my questions. I even had to ask if I need to return for a phase 3 since I was never told what had been dont with phase 2 and what was the next step. When I was finally told to return then I did so. 
  
  When I brought the car in for phase 3 in January 2025 then I was NOT told that I would need to bring out oil change records (I was not told anything). When I was finally informed that they needed the records, I was going out of town for work and could not gather the information immediately. That was the first delay. Then I did provide the records, via text, and specifically asked **** if that was acceptable or to please let me know what exactly was needed. It took another week to get a response from **** (yet, another delay). he finally said that my text records were not acceptable, but failed to explain what was needed. I requested SEVERAL times over the next 2 weeks for clarification, but he never called me back. This was the final delay. we had to pickup our car without ever hearing back from ****. And therefore, the issue has never been resolved.  

  Kia has finally responded to this BBB inquiry and acknowledged that they lacked communication and timely responses. But they have not attempted to communicate with me to fix the issue or tell me what is needed in order to fix the issue. 
  They state that While our advisor did attempt to collect the necessary maintenance records and clarify the situation and Id like to know when that happened. I provided months worth of text messages where I asked for clarification and begged for them to call me, but they never did. can they provide evidence that they did contact me? No they cannot, because it didnt happen. 
  
  they state that there was no error in the mileage records and that we did not return for ****** miles - that was the year gap, between Aug 23 and Oct 24 when we had NOT been told to return in 1000 miles. That was when we were told to add oil as needed in 2023. We did return every 1000 miles in 2024/2025 between October, November, January for phases 1, 2, and 3 - even having to ask if we needed to return since we were not informed. This is where there was a mile discrepancy, because **** told us to return for phases 3 at a mileage marker that had already been surpassed - that was the miles from the previous visit, not the miles to return, and he admitted in a text that they could have made a mistake since the timing and miles he was asking for didnt make sense.  
  
  according to their own response thru BBB, the vehicle had ****** miles in Oct 2025 and ****** in January 2025. That is just over 2000 miles, which does account for bringing it back twice (each at 1000 miles) between October and January. So the mileage does add up. 
  

  if they valued our business, which they claim, then they would have called me back to clarify what records were needed at any point during the month that they had my vehicle and I asked over and over for a call back. 

  

  Business Response

  Date: 03/18/2025

  We appreciate Ms. ********* additional comments and the opportunity to address her service experience at Ed ************************ *** of *********
  
  On her initial visit to our service center in August 2023, Ms. ******* reported an oil consumption issue. She was advised to monitor the oil level and return for follow-up testing. While Ms. ******* believes she was not adequately informed of the required follow-up steps, our standard procedure for conducting an oil consumption test involves multiple phases to accurately determine if the engine is consuming oil beyond manufacturer specifications.
  
  The vehicle returned to our facility in October 2024, at which point we identified and repaired a valve cover gasket leak. Ms. ******* was instructed to return after driving ***** miles, and we provided a reminder sticker in the vehicle as part of our standard protocol. When she returned for further evaluation in January 2025, we noted that the necessary maintenance history needed for the next phase of the oil consumption test had not been provided. While we understand her frustration with communication delays, our service advisor made diligent efforts to obtain these records through ****** and direct requests to the customer. Unfortunately, the records submitted did not meet the manufacturer's specific requirements.
  
  Timely communication is essential to providing a superior customer service experience. While our advisor responded to inquiries, we recognize that the clarity and responsiveness fell short of expectations. We regret any inconvenience this may have caused and are committed to reinforcing best practices for proactive communication within our service department.
  
  Regarding the mileage discrepancy mentioned by Ms. ******** our records indicate that the vehicle's mileage was accurately documented during each service visit, and our recommendations were based on standard procedures. We acknowledge her concerns about miscommunication related to mileage tracking and regret any confusion this may have caused.
  
  At this time, our position is clear: if Ms. ******* can provide valid, verifiable maintenance records that align with manufacturer requirements, we are prepared to reassess the situation and determine the next appropriate steps. However, without these records, we cannot proceed with further testing under warranty guidelines.
  
  We value Ms. ********* business and would like to reach a resolution that aligns with her expectations. Should she wish to provide the necessary records, we are ready to review them and move forward within the scope of manufacturer policies.

  Kind regards, 

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a truck from Napleton Italian Imports in ****** ******* in May 2024. We purchased a warranty since this was a used truck. Within weeks to a month we noticed the truck was having problems. We took the truck back to the dealership for them to work on. The *** light was on along with other lights like Park Assist, Pre-******** Assist, Tire Pressure monitor warning and Antilock Brake Fault. We also had the tire pressure sensor go off. Every month since May this has been a constant issue. 1st time they fixed rear differential and replaced the wheel bearing and speed sensor. They had the car between 7/11/24 and 7/26/24 the first time. The second time the same issues occurred all the warning lights came on and we took the car back 08/20/24 - 10/07/24 they had the vehicle and replaced rear break pads and rotors and lubricate everything. We got the truck back and took it back to Napleton 10/25/24 the truck was having problems the same issues so we returned it for repairs. The 3rd time they had the car from 10/25/24 to 01/10/25 they misdiagnosed the brakes and had to do them over and replace rear left caliper, hose, pads, and rotors for a 2nd time. They also replaced the *** module and sent it to *** **** **** to program it. We received the car back and the same issues occurred once again for the fourth time. I took the car to *** **** **** to get a diagnosis and they informed me the truck had more damage than Napleton Italian Imports informed me of. When they sent the work in to get approved they said this truck looks like its been in an accident. We have full coverage including comprehensive insurance to cover anything we cause but this is from a previous undisclosed accident. They have sold us a faulty car. We were going to let **** fix the car but they couldnt guarantee us this would fix the problem. We took the car to **** 01/22/25 and dropped the car off back to Napleton on 02/04/25. I went to check on the car today 02/14/25 and they refuse to fix it now.

  

  Business Response

  Date: 03/07/2025

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

  Kind regards, 

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a used vehicle from Napleton on 1/15/2025. Dealership did not provide the second key fob at time of delivery and I was told at that time, the used vehicle key fobs are all in a big bucket and they are impossible to find and they would have to get it to me later. Were approaching a month and I have called and left several voicemails, emails and also messages with there call center and have been unsuccessful getting anyone to return my call. At this point Im reaching out due still not being able to get a hold of the dealership, still not having the second key fob ($500 for a replacement), and now Im also just a few days away from the vehicle temp tag expiring and I am yet to receive my title. I called the finance company and they told me they still have not received the title from the dealership and that I need to go through them for information related to it until they receive it themselves. The vehicle is going to be illegal to drive in less than 4 days and it urgent I get it titled. With the numerous calls Ive placed, when I have asked to speak to a manager or someone in charge Im either put though to a voicemail or told the person I need to speak with is unavailable.

  

  Business Response

  Date: 03/13/2025

  ****** ***** is working with the Title Team to resolve this concern. 

  Kind regards, 

  Customer Answer

  Date: 03/15/2025

   
  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:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dealer failed to report my Tesla to the ITS and refuses to return my calls since August

  

  Business Response

  Date: 02/28/2025

  Glorimarie ******** is working directly with the Client Relations Manager ******* ******* to resolve this concern.

  Kind regards, 

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sold me a car on 10/10/23 which was pre-owned certified. I went to sell the car on 9/13/24 to ****** and found out the car had a salvage title. When back to Napleton's with this information and proof. I asked them to take the car back and refund me the monies I had paid for car. The only option they gave me was to buy a new car. That was the only way they would take back the car. They claim they knew nothing about. I find that hard to believe when 4 insurance companies and another major dealership like ****** did.

  

  Business Response

  Date: 02/25/2025

  We are in receipt of Mr. ***** ******* complaint regarding the vehicle he purchased from our dealership on October 10, 2023. We appreciate the opportunity to clarify this matter.
  
  
  At the time of sale, Mr. ***** was provided with a CARFAX Vehicle History Report, which he reviewed and signed. This report did not indicate any salvage branding or title concerns. Our dealership relies on reputable third-party sources, such as CARFAX, to disclose prior vehicle history, and we make every reasonable effort to ensure full transparency with our customers. We have included a copy of the CARFAX report from the date of purchase, which supports our position that no salvage title was reported at the time of sale.
  
  
  Furthermore, we have also obtained the most recent CARFAX report, which confirms that the vehicle's title history, as disclosed at the time of sale, remained consistent until the time of purchase. If any changes to the vehicle's title branding occurred after the transaction, they were not reported to us at the time of sale or reflected in the vehicle history reports we obtained. It is important to note that title changes can occur post-sale due to various factors, such as undisclosed insurance claims or DMV reporting delays, which are beyond our control.
  
  
  When Mr. ***** brought this matter to our attention, we reviewed the available information and, in good faith, offered to assist him with a trade-in option to help resolve his concerns. However, as the dealership had no prior knowledge of a salvage title and relied on the information provided by ****** at the time of sale, we cannot be held responsible for any subsequent title discrepancies that were not disclosed at the time of purchase.
  
  
  We regret that Mr. ***** is dissatisfied with the outcome, but based on the evidence available, including the signed CARFAX report and title history at the time of sale, we do not find grounds to issue a refund. We remain committed to assisting him in any reasonable manner, including further exploring options for a trade-in or providing documentation for him to pursue recourse with CARFAX or the appropriate state authorities.
  
  
  Please let us know if any additional documentation is required for your review. We appreciate your time and consideration in this matter.
  

  Sincerely,
  

  
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22905540
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 03/09/2025

  I have ****** along with All State, State Farm, Progressive and Geico all telling me that the car has a salvage title. All State and State Farm would not got give me coverage. *********** would but at a higher price. Geico was charging me $432 a month because of it. They sold the car at auction and Im curious to know if they disclosed that it has a salvage title. Then I a was charged a $1000 for gap on the new car which I canceled and they still to this day have refunded that money.

  

  Business Response

  Date: 04/09/2025

  We are in receipt of Mr. ***** ******* complaint regarding the vehicle he purchased from our dealership on October 10, 2023. We appreciate the opportunity to clarify this matter.
  
  At the time of sale, Mr. ***** was provided with a CARFAX Vehicle History Report, which he reviewed and signed. This report did not indicate any salvage branding or title concerns. Our dealership relies on reputable third-party sources, such as CARFAX, to disclose prior vehicle history, and we make every reasonable effort to ensure full transparency with our customers. We have included a copy of the CARFAX report from the date of purchase, which supports our position that no salvage title was reported at the time of sale.
  
  Furthermore, we have also obtained the most recent CARFAX report, which confirms that the vehicle's title history, as disclosed at the time of sale, remained consistent until the time of purchase. If any changes to the vehicle's title branding occurred after the transaction, they were not reported to us at the time of sale or reflected in the vehicle history reports we obtained. It is important to note that title changes can occur post-sale due to various factors, such as undisclosed insurance claims or DMV reporting delays, which are beyond our control.
  
  When Mr. ***** brought this matter to our attention, we reviewed the available information and, in good faith, offered to assist him with a trade-in option to help resolve his concerns. However, as the dealership had no prior knowledge of a salvage title and relied on the information provided by ****** at the time of sale, we cannot be held responsible for any subsequent title discrepancies that were not disclosed at the time of purchase.
  
  We regret that Mr. ***** is dissatisfied with the outcome, but based on the evidence available, including the signed CARFAX report and title history at the time of sale, we do not find grounds to issue a refund. We remain committed to assisting him in any reasonable manner, including further exploring options for a trade-in or providing documentation for him to pursue recourse with CARFAX or the appropriate state authorities.
  
  Please let us know if any additional documentation is required for your review. We appreciate your time and consideration in this matter.

  Sincerely,

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 22905540
  
  I am rejecting this response because: 

  The insurance provider ******** informed me that they reported the salvage title stated on the *** documentation on 4/6/23 was reported on 4/9/23. So there's no way Napelton didn't know about the title issue prior to selling me the vehicle several months later. As I explained in my complaint, 4 major insurance companies and another large nationwide dealership could see a salvage title from before the vehicle was sold to me pre-owned certified. When the vehicle was sold at auction after I bought it back was it sold as is with a salvage title? Also I don't see any response to the fact I canceled the *** a week later on the new car I had to get. To this day it has yet to be canceled. I was only given one option to deal with this matter. Which was not fair to me as a consumer. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/11/2025

  Thank you for reaching out regarding the title status of vehicle VIN *****************.
  

  To assist with your concern, we used the Illinois Secretary of States Title & Registration Status Inquiry tool to verify the vehicles title history. This is a public service provided by the State of Illinois that allows anyone to confirm whether a vehicle has a clean title, salvage history, or other designations.

  How to Verify Title Status:
  Visit the official site: ****************************
  Enter the 17-digit VIN number.
  Click "Submit" to view the current title and registration status.
  

  For transparency, we have attached a copy of the results to this response. Based on the inquiry, the vehicle currently holds a [insert status here: e.g., "clean title"].
  

  Should you have any additional questions or need help with the verification process, feel free to contact us directly.
  

  Sincerely,

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 22905540
  
  I am rejecting this response because: again All State, Progressive, State Farm and Geico all said the same thing about the title. Also ******. I really don't understand how 4 major insurance companies and a major dealership are al saying the same thing. Furthermore I noticed you all haven't addressed the cancelation of the *** coverage on my new car. Which I provided the paperwork for that.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the dealer about a ***** to confirm the listed price of $29,308 plus taxes, with no extra fees. Since I was traveling from *****, I verified the price during the call, and they assured me it was accurate. They also confirmed they accepted **** for financing.The issues began after the test drive when we moved on to discussing the trade-in and signing paperwork. They had taken my drivers license for the test drive and my keys for the trade-in appraisal. While we disagreed on the trade-in value, I had no complaints about that, and we simply removed it from the transaction. However, they added $2,000 worth of warranties that I never requested and was not informed about when I called to confirm pricing before my trip. With state taxes and additional fees, the total price increased by nearly $5,700. When I declined the warranties, the salesperson repeatedly asked about my target monthly payment, making it clear he was more interested in maximizing the payment rather than providing the final price. After I reiterated that I did not want the warranties, he claimed they were mandatory. However, I had verified the pricing beforehand and was never informed of a required $2,000 warranty. If the company mandates these add-ons, they should be included in the listed price. Omitting this information is deceptive and misleading.I asked for my keys and license to leave, but they continued pushing to discuss numbers and attempted to withhold my belongings. I made it clear that I would not continue the conversation until I had my license and keys in hand. After they finally returned them, I listened to the sales manager, who stated they could remove one of the warranties but would add an $899 pre-delivery fee for a vehicle already on-site. Additionally, they claimed I had to finance through them and that they did not accept ****, despite confirming twice, once over the phone and again in person, that they did.I left, and did not purchase the vehicle.

  

  Business Response

  Date: 02/25/2025

  We appreciate the opportunity to respond to the complaint filed by Ms. **** ******. Napleton's ********** of ******* is committed to providing transparent and fair business practices, and we take all customer concerns seriously. Ms. ****** inquired about the pricing of a Tesla listed at $29,308 and confirmed that USAA financing was accepted. Upon arrival at our dealership, she test-drove the vehicle and engaged in a trade-in appraisal, which was ultimately removed from the transaction after a debate on valuation. During the purchasing discussion, additional products and warranties were presented to Ms. ****** as optional offerings, consistent with standard industry practices. Ms. ****** declined the warranties, and there was an extended discussion regarding financing options.
  
  Our $899 pre-delivery fee is standard across all Florida Napleton dealerships and is not contingent upon any additional warranties. We regret any miscommunication regarding financing. While **** financing is accepted, certain financing structures may necessitate dealer-facilitated alternatives. At no time were Ms. ******** license or keys intentionally withheld; they were returned promptly following the completion of the appraisal process.
  
  While we strive to ensure that our pricing and sales processes are clear and transparent, we acknowledge Ms. ******** concerns and will review our communication practices to reinforce clarity regarding optional products and fees. Regarding Ms. ******** request for reimbursement of travel expenses and modifications to advertising disclosures, we maintain that our pricing policies align with standard industry practices. However, we remain committed to fostering a positive customer experience and welcome further discussion to reach a satisfactory resolution.
  
  Please let us know how we may further assist in addressing this matter

  Kind regards, 

• Initial Complaint

  Date:02/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a *** ******** along with an extended warranty from Napleton *** in Fishers in December 2023. In 2024, I traded that vehicle on November 30. December 3, I reached out to Napleton by phone. I was transferred multiple times and told I would receive a call back. At that time I also submitted an online inquiry on their websites contact us feature. After receiving no response, on December 17, I reached out to Napleton by phone again to request the refund for the remaining amount of my warranty, again having to leave a message. I received the necessary paperwork from ***** ******** via email and returned it immediately to his email. Never receiving any confirmation, I followed up again on January 1 to his email, copying ****** ***. Again, no response. I have followed up by email again today. I attempted to call last week but again transferred multiple times. *************************************** ***********************************

  

  Business Response

  Date: 02/21/2025

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

  Kind regards,