Complaints

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

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• 

  Ed Napleton Automotive Group

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

  
• 

  Wyoming Valley BMW

  1470 Highway 315 Blvd Ste 1 Wilkes Barre, PA 18702

  
• 

  Napleton's Collision Center of Wyoming Valley

  2150 Sans Souci Pkwy Wilkes Barre, PA 18706

• 

  Napleton KIA of Fishers

  13417 Britton Park Rd Fishers, IN 46038

  
• 

  Napleton 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: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.

  I purchased a vehicle from Napleton's ****************, which is apart of the Ed *********************** On 10/16/2022 I agreed on a price of $36978.82 (after all fees and taxes) I decline all extra extended warranties and all other "junk fees" as they call them. When it came down to sign documents I signed all documents by hand and then was told I had to resign electronically. The electronic documents that I was actually signing turned out to be the loan documents that I was not furnished a copy of and had not seen them before signing. It wasn't until I went to get insurance and the insurance company needed the loan information I did not have. I had to call and beg Napleton to furnish me copies of the Federal Truth In-Lending Disclosure to which I realized they double charged be all their tax, tag and dealer fees as well as added on two different extended warranties that I explicitly stated I did not want to the sum of ********. Almost **** more than the original buyers order. The conceded that they made a mistake and furnished me with new documents that were true to the buyers order. They told me to make my first payment because it takes 30 days for the new documents to process. Napleton signed for the new documents on Oct 25. I keep contacting them but it is hardly ever I can get someone to call me or answer the phone. I've left messages and emails and my response is "it just takes time". I just want the proper paperwork to be processed and to pay for the car at the price I agreed to pay for it.

  

  Business Response

  Date: 12/09/2022

  The customer has worked directly with the ********************** to resolve this sissue.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18512670
  
  I am rejecting this response because: **** the general manager from Napleton has reached out on December 2 and we are working diligently to resolve my issues but it still has been two weeks and there has been resolution. While I believe he is doing his best to resolve my issues and would like for the BBB compliant to go away, until everything is one hundred percent resolved, I can not agree to close my BBB compliant. **** has reached out and has agreed to pay the difference in my payments for the last two months, unfortunately that is not sustainable while Ally still is showing no update in contract. I have spoken with Ally, and they are not making any movements to my financed loan amount. Napleton has stated that they returned the money they needed to Ally since they were over paid, but it has not been reflected yet. In the mean time I received new registration and no one at Napleton can tell me what is going with the registration. I am trying to fix an overcharge in a loan not registration. Unfortunately, until my loan has been rectified I can not and will not close my complaint which I told the general manager. 

  I have provided screenshots from Ally as of December 14th still showing an loan amount of 41k, as well as my complete chats with Ally from December 14th.

  I also have provided copies of the original registration and the new.

  I honestly just want my loan fixed. This has been a long 2 months for no reason. The amount of stress this has caused was not worth the car that I purchased. It has really tainted my car purchasing experience and has ruined the love I had for the car that I bought. 

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

  

  Business Response

  Date: 12/20/2022

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

  Customer Answer

  Date: 12/29/2022

   
  I am rejecting this response because:

   

  Ive been waiting for the dealership, they keep saying its solved but it hasnt been solved. 
  

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

  

  Business Response

  Date: 01/03/2023

  The dealership has reached out to Ally and the adjustment has been done, they are still waiting for it to show on the customer's end. 

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18512670
  
  I am rejecting this response because: while the business has been in contact. There is still no change to the loan. I am still making a higher payment than I should for the 3rd month in a row. Business has not fulfilled promises they have made. I do not feel comfortable closing the complaint until everything has been settled accordingly. Ive recommended a 3way call with Ally numerous times since there is a disconnect of information that I am receiving from Ally versus what Napleton is receiving from Ally. There is still so resolution at this point and as a consumer I am not happy. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:12/01/2022

  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 scheduled my car for 11/25 for diagnostics at Napleton Northlake *** in ****************** as the engine wouldnt start. As of today, Dec 1st the only thing they have done is a battery test. For a week they have given me the round a round. They will not give me a date of when the diagnostics will be done. I have spoken with numerous people at the dealerships and all I hear is excuses. Of course they have no loaner car for me to use. I had scheduled my car for 11/25 but they are unwilling to address why my car is not being looked at instead they are exagerating how long the test will take. I was told 11/25 that if the test might not be finished that day so it may carry over into the next day. At this point I am going to tow my car somewhere else as I'm worried that either my car is not there or something happened to it.

  

  Business Response

  Date: 12/02/2022

  The dealership made the customer aware that hybrid vehicle concerns can only be handled by a Kia ********* technician, and considering our dealership only has 1 hybrid ********* tech available it would delay getting a diagnosis. The tech tried a reset of the hybrid system which brought lights up but still didn't start the vehicle. The tech advised the customer that it would indicate a larger problem in the hybrid system and that it would take quite a bit of diagnosis. ************** was not pleased with the initial diagnosis and told dealership not to perform second diagnosis. ************* told the dealership that she would be towing her vehicle out on Monday December 5th to get it diagnosed elsewhere.

• Initial Complaint

  Date:12/01/2022

  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 bought my new 2016 dodge ram at Napleton ********* in March 2016. I purchased a platinum extended warranty till March 2023 or ******* miles. *** exhaust manifold bolts are broken and a leaking valve cover. ***y said we can get that fixed no problem. ***** hrs for authorization then we should get approval and order parts and have it done in a couple days. I dropped it off on 11-14-22. Now it is **** and warranty states that they have not sent in pictures to get the approval. ***y won't give me a rental car until I get approval. I personally went down there 5 times and gave them the email to send the pictures to. You can't get ahold of anyone ever and this is the worst dealership I have ever been to. Why do you buy an extended warranty if it is so hard to get the work done. I tried to reach out to the store manager and he will not return my calls. I'm ready to take my truck to another facility, now it's sitting in a field waiting on information that they keep promising has been supplied.

  

  Business Response

  Date: 12/06/2022

  The photos for the warranty claim were not requested until after they were asking for approval, and the dealership can only go as fast as the response from the warranty company goes. The service manager is handling the claim himself and working directly with *************** 

• Initial Complaint

  Date:12/01/2022

  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 11/26, we purchased a used 2011 Jeep from Napletons Chrysler **********. Deal#*****, VIN1J4PN5GK7BW52305. 2 days later, the car was dead on the side of the road. Transmission is dead and oil completely leaked everywhere. While waiting for the tow truck, we found a piece of paper tucked away from the previous owner. On 10/31, just a few weeks earlier, it was brought in because of the check engine light and transmission cylinder code. They sold it to us anyway. The ******** statutory used car warranty is clear and I contacted the dealer immediately. They have given me nothing but a run-around. The sales rep claims he doesn't know the process to issue a refund. The sales manager claims there is no one around to authorize the refund. The finance office has not picked up the phone and there isn't any way to leave a message. No emails are posted to try to push this issue higher. When I asked the sale rep for the managers name and contact information, he claimed he only knew his first name and couldn't spell his last name. In the meantime, the car is locked in their service area with our property in it. We need the full refund- the sale rep said he "wasn't sure about that". The total amount of the transaction was $4978.24.

  

  Business Response

  Date: 12/01/2022

  The dealership reached out to ************** and they will be taking the vehicle back and issuing a full refund to the customer. 

• Initial Complaint

  Date:12/01/2022

  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.

  We dropped off our vehicle for repairs and had to wait 3 weeks for it to finally be fixed. When we go pick it up the car is filthy on the inside, the drivers visor is missing and one of the visor attachments was ripped off. The side panel on the drivers side is hang and wires are exposed. We handed them an intact vehicle nothing was missing. Needless to say we could not pick up our vehicle because this has to be repaired.

  

  Business Response

  Date: 12/06/2022

  The dealership reached out to ************ to address his concerns. They have fully detailed the vehicle and the new visor will arrive for installation on 12/7. 

• Initial Complaint

  Date:11/29/2022

  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 brought my car in for an oil change and tire rotation . I sat there for 2 1/2 hours waiting for car to be done and I was not aware they send text message instead of coming out to speak with you directly, and I just happened to look at my phone. I am not sure why but they did not charge me for the oil change but charged me $ 60. for tire rotation that they did not do. I ****ed my front tires which were the ones I was concerned about. So I would have rather paid for the oil change and not charged for the tire rotation. So now I will be going to get my oil changed somewhere else to get it change because I am not sure it was changed. I don't think I will be coming back for anything. And the reason I ****ed my tires is because I did not think my tires were rotated back in the summer but I did not **** them that time but I am *****% they were not rotated back in the summer.

  

  Business Response

  Date: 11/30/2022

  The dealership reached out to ************** to address her concerns and they will be issuing her a refund for both tire rotations. 

• Initial Complaint

  Date:11/29/2022

  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.

  Saturday night Salesman **** sold me a car that is damaged. I noticed Sunday morning it had a black piece of fabric hanging from the left headlight well until the manage ******* ripped it out tonight. In total i discovered damage on left driver side headlight, it is off track and sunk in, lower left bumper has a gap on the side and bottom of the headlight has a gap as well of maybe half an inch. I tugged on the fabric Sunday, I heard a noise like the light was moving so I stopped. I told ******* that I heard a noise when I tugged on it but he ignored me pulled the fabric out and said I didnt hear anything. Well I didnt see that larger gap until I got there and ******* ripped fabric out. The other manager ***** stated that fabric is used to install the light. ******* said it came from the car wash. So which one is it. After we argued in fact he really does have a boss. ***** the other manager was careful with his words but he did say he saw the damage. After a few rounds of conversations of official state complaints, condensation, damaged but encouraged to certify, misleading, false statements, my situation and my disabled son and pointing out the damage. ***** agreed I should leave the car. He stated he would write something up and call in the morning. The car they sold me is damaged and they shouldnt had me pay to certify a damaged car. I believe returning my down payment and canceling the deal is best and that is my ask.

  

  Business Response

  Date: 11/29/2022

  The dealership is working directly with ****************** on issuing a refund. 

  Customer Answer

  Date: 12/01/2022

   
  Better Business Bureau:
  
  Disa from Acura called and issued refund. I dont have it yet. So to reverse things I would like to wait and ensure it comes back. The dealer finance forms had a different sell price which Disa didnt address and is alarming for the next customer. The sell price was 27k they put 32k plus had me pay for certification and from what I was told that was incorrect also a. Hope this helps but they should be investigated. I appreciate the refund and BBB helping.  ********************************

• Initial Complaint

  Date:11/28/2022

  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.

  I purchased a car from Napleton About 2 years ago today November 29th I want to another dealership to purchase a new car and to trade my old car in when it was brought to my attention that my car The one that I purchased from neighborhood Had been unselable because it had a branded title Meaning that my car had been in a major accident *** the car had been paid off by insurance company It should have been junk So now I have a car that I pay a note on that's worthless and I can't do anything with it

  

  Business Response

  Date: 11/29/2022

  Attached are the CarFax report and AutoCheck report on the vehicle, we did not sell the customer a branded title vehicle. The dealership is working directly with ********************** to address her concerns.

• Initial Complaint

  Date:11/25/2022

  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 made an appointment with the service department for a warrantee repair needed. The appointment was set for Saturday, November 19th in the morning, but I was told I could drop the car off the evening prior. I dropped it off Friday the 18th. I was informed I would receive updates via text regarding the diagnostic. On Monday the 21st I still had not heard from my service advisor, ***************************. I called and left several messages, and called the dealership reception for help. Finally, ***** wrote a note for ***** on a piece of paper to call me, but ***** never called me. I had to stop by the dealership after a 12-hour shift in somebody else's car to get a update on my car. ***** said that I needed to text her instead of call her and showed me the stack of notes she hadn't even looked at, and pointed out my note in the pile. She informed me that they had diagnosed the problem and ordered parts, and they should arrive the following day for the repair to take place. The next day I texted several times and ***** finally replied at the end of the day saying parts arrived, and that my vehicle was scheduled to be completed on Friday the 25th. At every request, I am denied a courtesy vehicle or rental vehicle. On Friday, after several attempts to get an update I finally get a reply from ***** that my vehicle still hadn't been worked on. She told me they had been waiting on parts that arrived Friday, directly contradicting the update parts had arrived on Tuesday. I wish for a customer-service oriented manager to contact me with an acceptable solution to the problem of not having a vehicle to commute to work in. I could have kept the vehicle while they waited for parts and made another appointment for the repair, but the service department has made efficient communication impossible and therefore planning has been impossible as well.

  

  Business Response

  Date: 11/29/2022

  The dealership has reached out to the customer, and they will be bringing their vehicle in for service on Friday December 2nd. 

• Initial Complaint

  Date:11/21/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This auto dealership continues to charge my credit card for services that were agreed upon in the buying of the vehicle. This has now happened for the third time, and I could not get it taken care of right away because it happened on a Friday. This is the third time they have charged me $843.60. I have paperwork stating that the parts that were installed were included in the final sale. I would just like my money refunded and an apology.

  

  Business Response

  Date: 11/22/2022

  The dealership will reach out directly to ******************** to address her concern. 

  Customer Answer

  Date: 11/24/2022

   
  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,
  
  *****************************