Complaints

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

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• 

  Ed Napleton Automotive Group

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

  
• 

  Ed Napleton Automotive Group

  1000 Lawrence Ave Ellwood City, PA 16117

  
• 

  Napleton's West Palm Hyundai

  2301 Okeechobee Blvd West Palm Beach, FL 33409

  
• 

  Napleton's Acura of Palm Beach

  6870 Okeechobee Blvd West Palm Beach, FL 33411

  
• 

  Napleton's River Oaks Honda

  17220 Torrence Ave Lansing, IL 60438

  

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:11/17/2022

  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.

  Sold me an extended warranty for my used ***** vehicle that none of the ***** dealerships in the area will accept. There's an issue with the car and it's going to cost $1,500 just to diagnose it but nobody can help me with the warranty. So basically I was sold a warranty I cannot use because they refuse to work on my ***** car. And ***** refuses to deal with the insurance or accept the insurance. So I am out $2,000 for a warranty I cannot use. I have a car that's got an issue that I cannot fix because I can't afford it. I have a car I financed that is a piece of garbage.

  

  Business Response

  Date: 11/22/2022

  The dealership worked with ****************** to address her concerns. 

  Customer Answer

  Date: 11/22/2022

   
  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.

  The company stepped up and went beyond my expectations of helping me fix the car/problem.  The General Manager - **** was amazing at taking the time to finally listen to me and hear my concerns.  He took the car in and had his shop look at the problem.  Not only did the find the problem, they corrected it in a timely manner.  I appreciate his help and his time.

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

• Initial Complaint

  Date:11/17/2022

  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 had my car towed to Napleton River Oaks on 11/1. I received a call and VM from ******* on 11/2 inquiring about what was going on with my vehicle. I explained to him my key wasnt responding to the vehicle. ******* asked if I had an additional key in which I explained my extra key wasnt working with the vehicle either. ******* informed me that theyd inspect the vehicle and give me a call back. I called the dealership and spoke with ******* on 11/4 and he stated they still couldnt find out what was going on with my vehicle. I called on 11/5 and left a VM. I called 11/7 and was able to speak with the service manager ****** who informed me that they were working on the vehicle to figure out what was going on. I called again 11/9 and 11/11 to check the status and ****** stated shed give me a call back. I never received a call back and decided to call on 11/12 and ****** stated that they believe someone tried to steal my car and that shed review the cameras and give me a call back. I called back later that day and spoke to ****** and she stated they didnt want to work on my vehicle due to them suspecting someone trying to steal it. On 11/15 I went to the dealership to see what was going on and asked to speak to another manager. While at the location I asked to see my car and was shown my car by ******* and he stated that they believe someone tried stealing it. While viewing the vehicle I noticed my gear shift panel lifted and my wires in the rear hatch exposed. I inquired on why my vehicle was in this condition and staff were telling me nobody has worked on my vehicle. ******* stated he didnt know but suspected someone tried to steal it. My vehicle is in worst condition than when I brought it and nobody could give me any information on what occurred with my car. The managers told me Id have to go through my insurance because my warranty couldnt cover the damage. I asked why it took two weeks and for me to show up to the dealership for them to inform me of this.

  

  Business Response

  Date: 11/22/2022

  The service manager spoke to **************** on the 15th and informed him about the status of his vehicle.  He has several issues that are being addressed so the store will update him frequently.  

  Customer Answer

  Date: 11/24/2022

   
  Complaint: 18417803
  
  I am rejecting this response because: *********** manager told me they didnt want to service my vehicle after work had already been performed on my vehicle and things were worse than when I brought my vehicle to them. My vehicle was at the dealership for two weeks as I was calling daily for status updates and not receiving a call back. It wasnt until I went to the dealership and seen what had been done to my vehicle that they started to explain to me what was going on. At that point I asked to review the camera footage to see what had been done to my vehicle and the director told me Id have to go through corporate to see the footage. I tried contacting corporate several times and left several voicemails for them as well and still hadnt received a response. Due to me needing my vehicle and not being able to afford a rental car I had to notify my insurance. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/29/2022

  The dealership is working directly with the customer to address his concerns. 

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18417803
  
  I am rejecting this response because:I received a call from the dealership yesterday that my vehicle was ready to be picked up. I went to pick my vehicle and my auto-start no longer works and neither does my hatch door work. I explained that to the service people that were there and nobody could explain what was going on. I was told that the technician was gone for the day and I could either leave the vehicle or bring it back at another time. Neither of these issues existed prior to me bringing my vehicle to them. Now I have to figure out how to get these issues resolved. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/09/2022

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

• Initial Complaint

  Date:11/17/2022

  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 turned my car ******** Tucson) in for a warranty engine failure on 10/6 and haven't gotten my vehicle back yet (today's date 11/17) nor have I received communication back from the dealership on when I'll be getting my vehicle back. On 10/7, the service agent that was assigned to me (****** who has since quit) let me know that the engine had been ordered via text message.

  

  Business Response

  Date: 11/22/2022

  The dealership has ordered the necessary parts, one of which is on backorder with no current ETA.  ******************** is in a rental so she's not too inconvenienced, and the dealership will reach out to her to update her on the arrival of the parts.  

• Initial Complaint

  Date:11/17/2022

  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.

  Unfortunately I was Loyal to a fault. I filed with BBB a few weeks ago. I got a call from ************** service manager of ed ********* Prior to my Original complaint I also left a voicemail mail requesting a meeting with myself,****,(*****;service adviso, mechanic. I go in for the meeting. No one still gives me a diagnosis nor explain to me like they have done in the past what was going on with my Vehicle. long story short. I get another opinion. I see now why they did not want to diagnose my vehicle? Im feeling now that these white men (4) took advantage of Me. **** told me the repairs would be 4k still never telling me what needs to be done. I also found out this dealership just settled a class action law suit in march of 2022; i was so **** shocked and hurt; but this is reality. I recently got my diagnosis;$1500 compared to****$2k,3k,5k,4k. Everyone is lucky that im on My Ancestors Medication. Please pull the videos. Yall better stop overcharging My race. Yall are the ones that do that mass killings if this happened to the other race, But GOD, Always Prevail..

  

  Business Response

  Date: 11/17/2022

  The dealership has worked many times with ************ to address her concerns.  We have always advocated on her behalf and are unsure what more we can do.  We believe the matter to be closed.  

• Initial Complaint

  Date:11/16/2022

  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 my vehicle from Napleton *** of Fishers on 07/31/2022. Part of the purchase agreement was a written contract for new tires and rear shocks to include front shocks if front shocks were required. After multiple calls, I was finally notified the tires and rear shocks were in for my vehicle and went in to get it done. The tires were the wrong size and I expressed my concerns to the service manager at the time, *************************************. To make things right, ************************************* gave a written agreement to repaint the rear bumper, touch up the hood's paint including the chips, along with paintless dent repair on the passenger's side door. It has been over 2 and a half months from the time of that paper signed and over 3 and a half months from the original purchase of the vehicle and there is still a lack of communication on when this work can be done. I tried to be reasonable and ask for it to be done before snowfall and missed out on car shows and competitions because of this along with my $1800 paint correction and ceramic coating still not being completely proper because it was depending on this work being done. I have called several times and left voice-mails, texted my service advisor, ***, multiple times, and have made multiple trips to the dealership over the course of this experience with almost all texts and phone calls not being returned. There is still no time frame or response on when I can expect this work to be done.

  

  Business Response

  Date: 11/22/2022

  The dealership reached out to **************** and an appointment has been set for 12/5 to address this concern

  Customer Answer

  Date: 11/23/2022

  Complaint: 18414863

  
  

  I am rejecting this response because: The appointment has not been completed as of yet. After this appointment is completed and repairs are done, I will accept the following response. Thank you for contacting me to set up the appointment. 

  
  

  Sincerely,

  
  

  *************************

  

  Business Response

  Date: 11/29/2022

  The dealership is working directly with **************** on his vehicle. Appointment is set for December 5th, 2022. 

  Customer Answer

  Date: 12/01/2022

  Complaint: 18414863

  
  

  I am rejecting this response because: I am only rejecting this response for the sole reason of making sure the complaint stays open until all repairs are done in a satisfactory manner. If the repairs are done as promised on 12/5/22, I will accept the response following the completion.

  
  

  Sincerely,

  
  

  *************************

• Initial Complaint

  Date:11/16/2022

  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.

  In August I had my car towed to **************** and had the alternator replaced with an after market alternator. A week later, once I arrived back in *********, my car died again and we found out I was given a faulty alternator. ***********************, where I always take my car in the city I live in, replaced it and I currently have the faulty one. We have been trying for months to contact the service department at Napelton to resolve this issue, which we were told would be resolved. All of our calls have not been returned and we are getting very frustrated. In all, we have spent over $3000 getting the alternator fixed. We would appreciate some communication and a refund on the fix.

  

  Business Response

  Date: 11/17/2022

  The dealership reached out directly to ************ with refunds for the alternator and the tow charge.  We believe the matter to be closed but please let us know if not.  

  Customer Answer

  Date: 11/18/2022

   
  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:11/16/2022

  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.

  They have lied about mechanical issues and Warranty info since my purchase roughly a year ago. This has caused me extreme financial hardship. I have requested to speak with the owner numerous times to no avail. I have contacted Genesis ********* several times to intervene on my behalf for the most basic issues just to get customer service.

  

  Business Response

  Date: 11/22/2022

  The service director has left voice mails for ****************** and will keep trying to contact him to address his concerns

• Initial Complaint

  Date:11/15/2022

  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 November 15 I went to the dealership to pick up my vehicle. I texted my service manager at 5 AM that morning to let them know that I would be picking up my vehicle by 6:30 PM that night. I arrived to the dealership at 6:21 PM and paid the total amount that was due for the car being looked at. After I paid the total amount, I was directed to work in the parking lot for my car. I soon found out that my car was in a back lot and blocked in by several cars. A car with a dead battery was put directly in front of mine. One receptionist told me that there was nothing that they could do to move the vehicle with the dead battery because the technicians were gone for the day, and there was no one else there to jump the car. Another worker came up and said that they could not find the keys for the car with the dead battery. I was left with conflicting responses and told that I would have to wait until the next day to call the service manager. I had already had a horrible experience with this dealership in getting them to even service my car and ended up not having any work done on it. I had left a ****** review of the business the day prior and subsequently had the general manager called to try and scold me for leaving a negative review. At this point, I have been without a car for several days with little to no reassurance from any manager, technician, or receptionist. I had also inquired about getting a loaner vehicle, and or some other form of transportation in the meantime, but to no avail. I have screenshots, paper receipts, witnesses, and a digital trail to corroborate every instance that I previously stated. I paid $201 and drove 30 minutes to the dealership to get my car out tonight, but I have nothing to show for it due to the negligence of several individuals. Ive paid $201 to still be without a car with no timetable given to me about when Id be able to get it back. There was also $17 worth of undisclosed miscellaneous expenses that I had to pay as well.

  

  Business Response

  Date: 11/22/2022

  The dealership spoke to **************** and also texted to offer a lyft we would pay for so she could pick up her car.  There was no response from the text so store management reached out to ******************** father.  So far, 3 messages have been left with no response.  She currently has her car back and had declined all recommended repairs.  We consider the matter to be closed.   

• Initial Complaint

  Date:11/14/2022

  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 began working with Napleton ******* in fall 2021. On 2/7/2022 we placed a $1000 deposit on a vehicle and were told it would take 2-3 months and theyd contact us when it was in. In early June, we saw our vehicle for sale on their website so we contacted them and were informed we could come in that next week to pick it up. On 6/8/2022 we completed our transaction, but not without the dealership attempting to manipulate the transaction. We made it very clear our number one priority was the lowest interest rate, and wed put more money down if needed to achieve it and ******* advertised ****%. We repeatedly asked what our interest rate would be and they stated we could discuss in finance. When we got to finance theyd already finalized paperwork and when beginning to fill out paperwork we discovered they were trying to charge us ****%. I stated wed walk away from the transaction at that interest rate which is when the finance **** stated oh, are you able to put more money down? We placed another $1,000 down and were able to secure the advertised rate. They stated titling paperwork wouldnt be ready for **** days, so we finished paperwork and headed home. 3 weeks passed, so we contacted them again and they stated paperwork was not ready yet and theyd contact us when it was as the ***************** was experiencing delays. We waited until early august and contacted napleton ******* again when miraculously our title was available despite them not contacting us about it. We brought the title to the *** to license our vehicle and were assessed a $50 late fee. I contacted the ** ********************* on 8/11/2022 and he stated theyd refund the $50 and hed have his sales manager (*********************) do so. 3 weeks passed so I contacted again and ********************* stated Im cutting a check right now would you like it mailed or pick up? I asked for it to be mailed. On 10/30/2022 after still not receiving the check I contacted napleton again, and as of 11/14/2022 no contact from napleton.

  

  Business Response

  Date: 11/22/2022

  The dealership is looking into the complaint and will reach out to the ************************ to address his concerns as soon as possible.  

• Initial Complaint

  Date:11/13/2022

  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.

  I purchased a car from Napleton North ************ 3 weeks ago. It was a very chaotic day there as they only had one finance manager going between the to dealerships there. I do want to note my initial service was amazing. On my contract I paid 599 for tint which was not on the car. Unfortunately we didn't notice until we got home. It's a 9 hour drive round trip to go to Napleton North Palm from where I live. All I want is my money back for the tint. Having to drive that far to get it put on is unacceptable. I still have yet to hear from the ** which I have attached pictures of my emails to him. I was also promised a second key for my vehicle from the salesman which I still haven't heard anything about. I want this resolved as soon as possible. I will not spend 9 hours driving and another 2 hours at the dealership to fix their mistake. We already spent over 8 hours at the dealership initially.

  

  Business Response

  Date: 11/15/2022

  The dealership will work directly with ********************** to address his concern.