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

  
• 

  Wyoming Valley Porsche

  1470 Highway 315 Blvd Ste 3 Wilkes Barre, PA 18702

  
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  Wyoming Valley Subaru

  1470 Highway 315 Blvd Ste 2 Wilkes Barre, PA 18702

  
• 

  Napleton's West Palm Hyundai

  2301 Okeechobee Blvd West Palm Beach, FL 33409

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle on Nov. 15, 2022. On or about December 5, 2022, I called, and I also emailed the dealer to cancel the service contract of $3,500. I followed up with several emails over the next few days., however, all my attempts went unanswered.

  

  Business Response

  Date: 01/09/2023

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

• Initial Complaint

  Date:12/30/2022

  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 brought in my car to Napleton ******* in ********* for work on my car. After 13 days I never heard from them I finally went there to get my car. I waited and complained that they never returned my call all it did was go to voice mail. I noticed on my drive home my fob was punched in with something like a screwdriver! I called them and still right to voicemail. I did speak with the receptionist who gave me her mobile # and I sent a picture of how the service guy destroyed my fob, she said it would be taken care of, well it hasn't. No calls back and it will cost me hundreds of dollars to get a new fob. The fob I gave them was brand new!! never used it, it was my spare one. I will not call them again because no one there is helping me and they transfer me only to get voice mail. I want a new fob since they destroyed mine. This person is dangerous if he could do that out of anger to my fob I can't imagine what he might have done to my car! Enclosed is a picture of what he did to the fob. I got my car back on Dec 28th

  

  Business Response

  Date: 01/11/2023

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

  Customer Answer

  Date: 01/17/2023

   
  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:12/30/2022

  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 had an appointment with Napleton CDJR on 10/11/22 for repair of the forward crash warning system on my 2022 Jeep Renegade. I was given a loaner vehicle to use until my Jeep was ready on 10/18/22.On 12/11/22 the service passive entry system warning light came on and I called to schedule an appointment at Napleton CDJR. I was told by *************************** they would need my vehicle for a few weeks because of how backed up they are. I asked for a loaner vehicle as I had received two months prior but was told this is not possible due to COVID. I voiced my frustration because my Jeep was purchased 06/29/22 from Napleton CDJR and is still under warranty. I also cannot be without a vehicle and cannot afford a rental car for a few weeks. ************** apologized but stated there is nothing he could do. When I expressed how upset I was he instructed to me to call other dealerships to see if they could help. I found this unacceptable. I was able to get an appointment three days later at another dealership. I was told by that dealership that Chrysler would cover the rental because my car is under warranty. I was also informed this same service is available at all dealerships. I posted a ****** review of Napleton CDJR after my experience with their service department. I then received a call from *****, Sales Manager, at Napleton CDJR. He stated he wanted to make things right" and that he could get me a new, better vehicle for equal to or less than my current monthly payment. I explained I had to roll over negative equity into my current loan but he was still confident he could assist me. I was told in order for him to help me I needed to first take down my ****** review. I did so as requested in hopes of coming to a resolution. I met with ***** on 12/14/2022 but it was determined he could not help me. This led me to feel that I was only asked to come in in order to get me to take my negative review down. I did ask to speak with the Service Manager but have not received a call.

  

  Business Response

  Date: 01/09/2023

  Our Business Relationship Manager is working directly with **************** to address her concerns. 

  Customer Answer

  Date: 01/12/2023

   
  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:12/29/2022

  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.

  The dealership is falsely advertising the pricing on their vehicles to lure a customer in, then changing that price once the customer arrives. I verified this with the quote I received over the phone for a civic and then the price I was given when I arrived. They hiked up the price then used very shady sales tactics to try and convince me otherwise. They need to adjust their ads so they dont lie and use illegal sales tactics.

  

  Business Response

  Date: 01/03/2023

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

• Initial Complaint

  Date:12/29/2022

  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 taken my car to them several times for service and I was informed that I would need to pay for a repair to my car that was covered under warranty, they invoiced me several times and then once I set up an appointment for the service I was then told oh by the way it was covered up to ****** miles. *** I known this I would have gotten it taken care of as soon as I knew of the issue but was misled by the staff in the service department. The service manager failed to reach out as I requested. I was told to contact ****** directly they couldnt help me. ****** advised me that Napleton ****** was to blame for the mistake and needed to correct it and any issues regarding the vehicle

  

  Business Response

  Date: 01/03/2023

  The Service Director of the dealership has tried to contact ************** to address her concerns but has yet heard back from the customer. 

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18654841
  
  I am rejecting this response because: I had to call to verify which area was responsible for my state and finally was ablet to speak to the service manager in ******** because a new issue came about with the most recent service
  
  Sincerely,
  
  Mahogany Coats

  

  Business Response

  Date: 01/11/2023

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

• Initial Complaint

  Date:12/28/2022

  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.

  The vehicle I bought at this location that is under factory warranty has a faulty backup sensor. I had scheduled appointments with the service department. On three separate occasions I brought my vehicle in for servicing - I had an appointment and the business did not fix it. The business provided unacceptable and unsatisfactory service and did not fix / repair the issue. The service manager was rude and said I was entitled to my opinion. I would like my sensor to be repaired at another location in a timely and satisfactory manner.

  

  Business Response

  Date: 12/29/2022

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

  Customer Answer

  Date: 01/03/2023

   
  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:12/28/2022

  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 am trying to settle a goodwill claim with *** affaires but Napleton Northlake *** ********************** has been very evasive providing information to *** corporate affairs on a on going claim. I was not offered a loaner vehicle or any transportation means and have spent over 500$ on ride share for myself to get to work and chores and daily living for my children as a single mother.

  

  Business Response

  Date: 01/03/2023

  The dealership has emailed ******************** an estimate for the replacement of customer's engine as this is not a warrantable repair. The dealer is also not responsible for providing alternate transportation even if goodwill is provided by ********* The dealership is still awaiting a response from ********************. 

• Initial Complaint

  Date:12/28/2022

  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 son went to purchase a car, with this company and he put down $******. The company stated his credit wasnt good enough and that he may need a co-signer so they called me to be a co-signer, I agreed, to be a co-signer,so I sent my ID and Social security card to my son at the dealer, When my son brought the papers home to me, I went over the contract, I see that they cheated him out of $10,000, the document stated he put down $20,000, instead of $******, and I see Im the owner of the truck and not a co-signer.. i went up there and told them, this is not my signature, I supposed to be a co-signer only and where is the other $10,000. They told me this is not the correct paper work and I asked who financed this, they stated the bank paperwork will be mailed to me with my son name on it as well. After receiving the paperwork a month later, I see, Im the owner and not a co-signer, my sons name isnt on the paperwork.. So they mislead us, , also, my son purchased an extended warranty with the vehicle, when he purchased the truck for $5500.. There were ***** miles on the truck, the warranty expires 3/26 or ****** miles, the truck has only ****** miles on it and the engine blew, the dealer would not honor the warranty, they stated because there where modifications to the carWhen the car was in the shop, they documented modifications was done to the truck and they wasnt suppose to sell this truck when we brought this this the manager **** attention, he stated we should not have brought a used car.. so Im stuck with a $84,000 truck with only ****** miles with an extended warranty thats no good,, I been deceived by putting a truck in my name thinking Im a co-signer and not a owner, almost tricked out of $10,000 and brought a truck that was already modified and shouldnt have been sold in the 1st place

  

  Business Response

  Date: 12/29/2022

  The Dealership started communicating with ****** (*************)in mid-November when he said he was having issues with his warranty not covering repair work. The dealership told him that they were more than happy to help! He said he purchased 2 vehicles from **********************, a Durango and a Jeep Cherokee. Both vehicles were stolen shortly after he purchased back in 2021. The Durango was never recovered but the Jeep was. The dealership actually did the repairs on the Jeep once it was found. Our service department did have some issues with ****** and ******** in regard to the service bill.All-state insurance sent the customer the check directly to pay the service bill.The money was never given to the dealership, in fact it took the service manager close to 4 months to finally receive payment from the insurance company directly.  This all took place in May 2021 shortly after the Jeep was purchased. All repairs and parts used were from the manufacturer. Nothing after market was used on the vehicle. Fast forward to November 2022 when ****** informed the dealership that his vehicle has been "blacklisted" due to modifications, and the vehicle at this time was in *****. He said he plans on coming to ******* and will bring the car to see if we could help. He calls a week later and said he was on his way with his grandmother and the truck dies in ********. The vehicle was then taken to a local CDJR dealership. ****** said he was going to work on getting the vehicle shipped to our dealership. The vehicle never ended up making it to our store because when the transporter came to ship the car, he was given a significantly higher price than what was quoted over the phone. ****** said he was going to work on getting his vehicle to us.The dealership told ****** to please let them know when him and his mom will be at the dealership, so the dealership can make sure they have an all-hands-on deck effort to help resolve the issues he was experiencing, whether it be communicating with Stellantis or trading him out of the vehicle. ****** ends up coming to ******* without the vehicle or his mother. The dealership was not able to trade ****** out of the vehicle.
  

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18650628
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************;

  The respond from Napleton is false, they had to say something so they wont look fraudulent. After going back up to the dealership to dispute the co-signer and the $10,000 that was missing, I was able to purchased my other son a truck, they applied the missing $10,000 to that truck, Both trucks were purchased in 3/2021, a Trackhawk Jeep and a Durango. The trackhawk Jeep was stolen the following week in ******* and the Durango was stolen 10/22 in ***** and not 2021. The Jeep was covered in ************, after it was recovered, they sent it back to Napleton because they had to ID it, it was damaged and Napleton repaired all the damages because they were getting paid from ******************* Allstate paid every check directly to Napleton except for 1 check that came directly to me, then Naperton was reimbursed.. I see I have 7 days to respond, but I will submit to BBB the cashed checks so the BBB can see who signed the checks, who cashed the checks and when they were cashed, Allstate sent me 1 check that I cashed for about $1600 all the other checks went straight to Naperton, and there were about 8 to 10 checks went directly to Napleton, and I will be submitting them ASAP.  And concerning the Tvehicle not being shipped back to Napleton, it wasnt because I didnt have the money to have it shipped or didnt want to pay the fee, it wasnt shipped from ******** to ***************** Napleton because Napleton said the warranty wont cover it.. So whats the rationale of paying to have a car shipped from one city to another and they have no intention on fixing it.. so that the appropriate thing for Napleton to say is to why they not couldnt fix it, they not going to say the warranty wont cover it, because the warranty doesnt expire until 2026/72566 miles, the truck has only ****** miles. Napleton needs to give me the ok that my extended warranty that I paid $5500 for will cover this truck that cost $85,000 will cover my truck, the truck will be shipped from Arkansass to ***************** ASAP this problem will be solved.. 

  

  Business Response

  Date: 01/12/2023

  We attempted at every angle to have this claim approved and we were denied for the fact that the Assurant Contract and most Service Contracts when purchased inside of manufacturer warranty coverage will not cover repairs covered by the manufacturer.

  "Costs or Services covered by any warranty regardless of whether they honor such warranty." (Exact verbiage from the "WHAT IS NOT COVERED" section from contract in place)

  ****************** son, ******, contacted the dealership to cancel the service contract and the dealership sent him a cancellation form to be signed by **************.

  He has not returned it signed as of yet for the dealership to process. 

  
  

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18650628
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************** Napleton knowingly sold me a truck that was modified and it wasnt supposed to be sold per code and per Napletons service man The truck was modified, so the warranty wont honor it and Napleton is aware of it, but sold the truck and me a warranty that they know holds no value due the modification anyway.. I wasnt aware that the truck was modified when purchased until it was returned to the dealer and a code came up that the truck wasnt supposed to be sold per code and their service man. ******** was aware of this and fraudulent sold it to me and a warranty that holds no value.. so they got paid $85.000 and now Im stuck with the truck because of they Manipulative fraudulent activity.. so they now need to fix the truck or replace the truck.. as they promised they were going to do.. especially after forging my signature.. They have scammed me with this truck and trying to get off free because this is what they used to doing as a living and getting away with it and no one never holds them responsible for their illegal activities. 

• Initial Complaint

  Date:12/21/2022

  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.

  My car stopped working and I take it to the dealership to fix it from 09/20/2022 they tried to fix it 4 times the car still not working I almost lost my job the kids having hard *** to go to school regarding the law I should get a new car no one would help me I been 3 months they give me car instead for 2 days they take it again because they want to charge me please my life is so hard the car almost new I still owe ****** to the bank I been paying **** every month and the car not working

  

  Business Response

  Date: 01/05/2023

  The service department reached out to ************** to let him know his vehicle is finished and is ready for pick up. 

• Initial Complaint

  Date:12/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 1st, 2022, I purchased a 2020 Genesis *** from Napleton. I was surprised on the interest rate I was given being that my credit was in excellent condition. Moreover, I explained how I didn't want any extra warranty or other dealership markup items they try to sell. in the end, they basically tricked me into signing the agreement saying that the only way the deal would work is if I had those extra add-ons on there. On April 2, 2022, I went back and purchased a second car for my business and was surprised that the interest rate was a lot lower but they made me add extra warranty packages to the deal.

  

  Business Response

  Date: 12/28/2022

  The dealership is reaching out to ****************** to address his concerns. 

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18598841
  
  I am rejecting this response because:I reject the businesses response they offered me one free car service but I would like a refund.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/13/2023

  The dealership agreed to the refund, and it was submitted to ********************** bank.