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 Porsche

  1470 Highway 315 Blvd Ste 3 Wilkes Barre, PA 18702

  
• 

  Wyoming Valley Subaru

  1470 Highway 315 Blvd Ste 2 Wilkes Barre, PA 18702

  
• 

  Napleton's North Palm Auto Park, Inc.

  3701 Northlake Blvd Lake Park, FL 33403

  
• 

  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:12/13/2022

  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.

  Signed an agreement for a loan amount. Upon receipt of the loan from the lender, was higher than originally signed for. business will not fix the error on their end.

  

  Business Response

  Date: 12/15/2022

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

  Customer Answer

  Date: 12/16/2022

   
  Complaint: 18569452
  
  I am rejecting this response because: waiting in full resolution 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 12/27/2022

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

• Initial Complaint

  Date:12/13/2022

  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.

  On 10/5/22 I made an appt for 10/6/22 for 9:30am to have my trucks codes read. I had my truck towed to Dodge on 10/5/22 and didnt hear anything from them until I received a text on 10/8/22, despite me trying to call the business several times and get the run around, voicemail, or no answer. The text claimed they had my truck but didnt know why they had it. The only real communication I was able to have was through texts or if I was able to borrow a car to drive to dodge. 10/11/22 I was told my engine was needing to be opened up to find out the issue. 10/12/22 was told basically my top of engine needing replacement. My engine has a warranty and the whole time I went in 2 times they never let me see my truck or gave me anything but excuses. 10/25/22 they still wouldnt work w me or my warranty company so I went into dodge where they said if I paid they would ship my engine out so I paid $1504.91. 11/1/22 still nothing so I get my truck towed to another mechanic shop where we are all in shock. My engine was tossed in the back of my truck along with other parts, and under the hood nothing was covered and there were bugs and dirt all over and in my engine. We dont even know if all parts are there. 11/17/22 I paid new mechanic $2225.25 to finish removing my engine to send off to warranty because now the whole engine was ruined by dodge.

  

  Business Response

  Date: 12/15/2022

  The customer had the engine worked on at an independent shop who could not access the codes. The customer then had it towed to our **********************, and they diagnosed the issues with the initial authorization for tear down and once we told the customer what the issues were and the costs, he declined the work and picked up his vehicle from the dealership. 

• Initial Complaint

  Date:12/11/2022

  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.

  On July 8, 2022, I went to Napleton for them to replace my front brakes. I was told by the service advisor that after inspection of brakes, the rear brakes were worn. He stated that I could wait a little longer on replacing the front brakes unless I just wanted to go ahead and have them together. He stated that I would need rotors and brake pads on both the front and rear. Since I had already purchased the front brake pads I would only be purchasing rotors for the front as well as rotors and brake pads for the rear. I paid $1,035.86 for these services. Approximately a week later I went back to the dealer because my brakes were constantly squeaking after having them replaced. I was told that they needed to be broken in and to give it a few more days. I was told if it didn't stop after a few days to come back. I came back approximately a week later, I was told that the technician didn't know why the brakes were still squeaking. I came back for a third time and was told that the technician put lubricant on the rotors and to give it a couple of days and it should stop. I was told if it continued then they would warranty the brakes out and replace them. I went back and had the brakes replaced. The squeaking persisted so I went to ********************* Jeep Dodge to have them inspected. The second pair of brakes from Napleton were warrantied out and replaced. I stopped hearing the squeaking. I started to hear squeaking from my front brakes so I took my vehicle back to the German with my receipts from Napleton. I was told that the front rotors that Napleton charged me for were after market rotors and that was the problem. There was never any conversation about the rotors being after market parts. To my knowledge, I was purchasing factory parts. Since the parts were after market parts, ****** was not able to warranty them out and I had to pay $605 to have them replaced.

  

  Business Response

  Date: 12/13/2022

  The General Manager is working directly with ************ and will be issuing her a refund. 

  Customer Answer

  Date: 12/15/2022

   
  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:12/09/2022

  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.

  Went in to test drive a vehicle I was interested in. Spoke to the salesperson about the desired method I would like to take to finance the vehicle. I made it very clear that I understood there had to be one hard inquiry to the potential bank that would finance the loan but that I want one hard inquiry on my credit report in this process. She assured me this was to be the case and that the internal inquiry for the car lot is a soft pull. *** **** behold of course that was not true and they knew it would be a in-house hard inquiyjyry. I received notification immediately from my credit monitoring services and they continued to lie saying that it was a soft pull when it was in fact a hard pull. These are professionals career ************** working in the finance department so there is no doubt that they knew this would be an hard inquiry and did it anyway to pursue thier personal agenda of making a sale. The one hard inquiry that I request quickly turned into 4. This is outrageous and against the law.

  

  Business Response

  Date: 12/12/2022

  The dealership is working directly with ****************** to remove the inquiry from his credit report. 

• Initial Complaint

  Date:12/09/2022

  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.

  So this summer my *** was burning a lot of oil. I talked to *** cares they told me to look for signs of knocking engine, flashing check engine light and low acceleration. I filed a complaint and they completed an engine cleaning, which made the vehicle burn oil at almost a more normal rate. While they cleaned the engine I was given a loaner vehicle. I assumed the problem was fixed. On my way to work on 12/07, all the signs of engine failure that *** cares told me to look out for occurred. I had the vehicle towed to ***. *** told me that it would take 2-3 weeks to even get it diagnosed as engine failure. I asked for a loaner until then. I was told there were no loaners available. So now Im responsible for the car note and car insurance of inoperable car that will take at least 90 days realistically to fix with no loaner. I will be responsible for car rental fees at least for the next 2-3 weeks when they are able to diagnose the problem. I was told once it is diagnosed if I get approval they would try to get me a loaner. This is huge inconvenience to me and my family for a problem that *** was aware of. There needs to be better plans in place to support customers with this issue. Or at least guarantee reimbursement for rental car fees.

  

  Business Response

  Date: 12/12/2022

  The Service Manager is working directly with ************, she has been arranged to receive a loaner. 

  Customer Answer

  Date: 12/15/2022

   
  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:12/06/2022

  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 purchased a certified used vehicle and opted for the extended warranty for a premium price. On delivery of the vehicle the parking sensor was turned off. As soon as I turned it on the system was issuing a warning that there was something behind my vehicle even though I was driving the vehicle and there was nothing behind me. I spoke to the sales rep the following day and he said to take the car in and it would get taken care of. I remember him saying that since I bought the service package they would take care of it when I brought the car in. Since he didn't say "if you don't bring the vehicle in within ** days we won't be able to do anything" I assumed that it would just get taken care of when I brought it in for service. Well, I just got my first service and the service department said that since the sensor was broken due to physical damage and not a faulty sensor they weren't going to fix it. I found the sales rep who I notified of the faulty sensor and told him of the situation. After an hour of waiting, I was told that the best they could do is offer a discount on parts and labor because I didn't bring the car in right away.

  

  Business Response

  Date: 12/09/2022

  The General Manager of the dealership is working directly with ************** to resolve this issue. 

• Initial Complaint

  Date:12/06/2022

  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.

  On, November 12, 2022 I visited Ed ********************** ************ Imports located at **************************************************************. I traded in my **** ******** 2022 for a Kia ****** 2023. On, this day December 6th I am still waiting for my trade in to be paid off as promised to Capitol One *******. Saturday December 3rd I called and spoke to the salesman ***************************** asking to be informed on the process of my purchase and trade in payment. He advised that he would get back to me and I am still waiting as of today December 6th. December 5th I called and asked to speak with the person *** who processed the final paperwork. I was informed by the receptionist that he was no longer with the company. She then transferred me to *****. Upon, speaking with ************ explained that I had no information on how and where to pay my new 2023 car loan. Also asking why my old loan had not been paid off as promised. He then informs me that my old car loan needed to be paid so that I did not have any negative impact to my credit until they send payment for payoff to Capitol One *******. And that I would need to contact Kia ******* and get my account information to make a first payment to them as well for my new loan on the 2023 **** This is totally unfair to me. I should not be paying two car payments nor should I be the one contacting Kia ******* to resolve an issue that should have been handled way before approaching 30 days now.

  

  Business Response

  Date: 12/06/2022

  The dealership has reached out to **************, and we believe her complaint has been resolved. 

  Customer Answer

  Date: 12/09/2022

   
  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:12/05/2022

  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 took my car here initially for a warranty repair/estimate. They kept my car for 5 and a half months, and not because of parts. They ended up damaging my very rare car after promising me they knew how special this car was. They ended up doing over $13K worth of damage and refused to pay for the repairs. The previous ** told me to go find a place that could fix the damages because "they don't repair that S9$T", they are not a paint and body shop. They should have never touched this car. I paid the bill that I owed (reluctantly) because I was afraid they wouldn't pay to fix the damages they created after I paid my bill. I have this all recorded over the phone. The ** promised to take care of the damages if I paid my bill, "you have my word". I was right, I did pay my bill, but unfortunately, they wouldn't pay for the damages. This ** was fired (surprise), probably for poor customer service. The new ** wanted me to bring the car back to them to fix the damages after I went and got the estimate from a paint and body shop like I was asked to by the previous **. I said I didn't trust them to touch my car again and they needed to pay the bill. He refused to do the right thing after I spent 2 months trying to get him to call me back! ********************* will not return your calls and has no morals. He will not pay the bill he owes! He will end up fired for poor customer service just like the previous **. Check out the reviews on BBB. They have over 700 negative reviews in 3 years! DON"T TRUST THIS PLACE!! Find another ********************************* to work on your car. This is not a high-end dealership in my opinion because they don't pay attention to details. They will tell you what you want to hear, but will not stand behind their work or their word!

  

  Business Response

  Date: 12/09/2022

  The dealership has been in contact with customer and they are working to resolve the issues.

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18528340
  
  I am rejecting this response because:The car has not been repaired yet. I am scheduled to go get an estimate at the Body shop that Napleton wants to use on 12-19-22. I appreciate that they are finally taking a step in the right direction. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/16/2022

  The dealership is working directly with ****************. He has an appointment at the body shop on December 19th, 2022

• Initial Complaint

  Date:12/05/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my vehicle repaired at Napleton. It was not done properly. They had the car since May 2022 and though this was part of a recall campaign, they initially refused to fix my vehicle. When it finally was repaired, it did not run properly. I had to get the car inspected in North ******** for my plate renewal and I have not been able to due to the improper repair. I have tried twice to retrieve the car to go back to North ********. I have incurred over $1300 in unnecessary travel costs. Now they are not returning my calls to remedy the situation.

  

  Business Response

  Date: 12/09/2022

  The customer has been in direct contact with ********************** personnel to resolve this issue.

  Customer Answer

  Date: 12/12/2022

   
  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:12/02/2022

  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.

  On May 14, 2022, I traded my 2015 ****** Rogue in at Ed ********************** ***** in ****************, ** to purchase a 2014 GL 450 ******** **** ******). My salesperson was ***** *************). I visited the dealership several times before making the purchase. I expressed some hesitancy in making the purchase but ultimately decided to move forward because ***** assured me the car was in good repair, he said "******, that's a good car, there's nothing wrong with it". I purchased the vehicle and an extended warranty. A few days into driving the car I noticed a light ticking noise that became louder day by day. I contacted Ed ********************** ***** to bring the vehicle in to have this matter addressed. I also read through all of the paperwork that came with the vehicle. I noticed that there was a repair declined at the time of inspection, prior to purchase. The repair had to do with an oil leak. I brought to their attention the assurance I received at the time of purchase that there were no issues with the vehicle and felt that it was a bit unethical to sell me the car without either telling me about the repair, which might have allowed me to either walk away or negotiate the price or take care of the repair. I spoke with *********************, General Manager. He said that he understood that this was a repair they should be responsible for. I made an appointment to bring the car in, a loaner was provided. I was under the impression that they were going to take care of the repair. After a couple of weeks of not hearing anything, I reached out and, through my discussions/texts with the assigned mechanic (****) that this repair might be easier to make if they could use my warranty. It had a $500 deductible. I don't think my warranty should have been necessary but I said okay because they were going to cover the deductible and I just wanted my car back. I have been without my car this time for 2-3 months. There is no urgency on the part of ****************** or his team to cure this matter.

  

  Business Response

  Date: 12/09/2022

  We are waiting on parts in order to repair the customers vehicle. The customer is working directly with the ********************** to resolve this issue.

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18517133
  

  This is not just an issue of parts being ordered.  Their response attempts to disguise how poorly I have been treated as a customer in this matter.  This is an issue of poor communication and customer service.  They do not call with any updates and they do not act if the matter is urgent.  They were also dishonest at the time of purchase as they did not notify me of a repair the vehicle needed. Once I brought this to their attention (via the paperwork that came with the car)  they agreed to repair it. The response they provided to you is the same one they've provided to me over the last few months, "we ordered the parts".  I do not know what they mean when they say "the customer is working with the **********************". Communication has been one-sided, they never call to say anything and I am still paying a car note on a vehicle that I can't drive.  I am requesting the following: 

   

  -A weekly update on the status of the vehicle's repair 

  -An opportunity to reverse the sale as I have been unable to enjoy the vehicle I purchased, which I suspect is a lemon. It is my opinion that the dealership took advantage of me at the point of sale and continues to do so. 

   

   

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

  

  Business Response

  Date: 12/19/2022

  ********************************* vehicle is being worked on at ******** of Chesterfields. They are still waiting on parts for her vehicle, but parts should be in by this week. Both dealerships are working directly with ***************************** to address her concerns.