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 has 55 locations, listed below.

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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

  
• 

  Hyundai of Carmel

  4200 E 96th St Indianapolis, IN 46240

  
• 

  Napleton's Kia of Elmhurst

  727 W Grand Ave Elmhurst, IL 60126

  

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:11/13/2022

  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.

  My vehicle was stolen 08/05/2022. It was sent to the repair shop 09/16/2022. This company has stopped answering my phone calls and I do not know the status of my repairs. I want my car removed from this place as soon as possible. If I have to transfer it to another repair IM READY!!!! DONE WITH NAPLETON WONT EVER SEND ANOTHER CAR HERE TO GET SERVICED!!!!!!!!!! If my car is drivable I want it returned to me ASAP!!!!!!

  

  Business Response

  Date: 11/15/2022

  The dealership reached out to **************** to resolve her concern.  

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18397178
  
  I am rejecting this response because: the dealership has not reached out to me
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 11/21/2022

  Our Regional Customer relations manager reached out and apologized on November 15th.  She informed **************** that the rear window had yet to arrive but as soon as it did, the vehicle would be completed.  We consider the matter to be closed.  

  Customer Answer

  Date: 11/22/2022

   
  Complaint: 18397178
  
  I am rejecting this response because:
  Im not understanding why these people keep lying. You refused to answer my phone calls, refuse to give me an accurate answer to my question. Im not closing this complaint until someone TELLS ME WHATS GOING ON WITH MY CAR!!!!!!!! ITS BEEN 4MONTHS!!!! NOW ALL OF A SUDDEN YOUR PHONES ARE DOWN!! YOU NEED TO RESPOND TO THIS COMPLAINT WITH AN ANSWER!!! 
  Sincerely,
  
  *******************

  

  Business Response

  Date: 12/05/2022

  The dealership has reached out to **************** and told her that the window is on back order, dealership also mentioned to her that they are waiting for **************** to pay her deductible. 

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18397178
  
  I am rejecting this response because: They let the car get rained in for 56 days and 56 nights. ****** told me my car would be detailed before pick up. ****** no longer works there so now theyre refusing to detail the car. They trashed the back seat, changed my keys so the fob no longer works and they removed the steering wheel lock last week before it was ready to be pick up. Hyundais are stolen very easily so them removing the steering wheel lock says a lot. I want the steering wheel lock back and I want the car DETAILED.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/12/2022

  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 in for repair back in July on a recall and they fixed the issue or at least I thought. The issue at hand was leaking oil for to a recalled oil pressure switch. I no was told that the fix was fine and if I noticed any other fluid leaking it was due to an issue with my axles. The fix was not done properly and my car continued to leak oil for months leading to engine damage and a ruined driveway. I suspected it was the oil and scheduled an appointment to have it checked out on November 4th. The appointment had been scheduled for a week and the day I brought it in they did not look into the issue and told me in had to wait 3 weeks because of their own repair backlog. I stressed that the issue was due to a mistake in their part and the service manager (*****) arrogantly asked my wife if she would apologize to him if the issue wasn't related to the initial fix. They agreed to look at my car on 11/9 to determine the cause of the oil leak. Upon investigation, it was an issue with the initial recall but they had to order the part and it wouldn't be in until the the 10th. They then let me drive my car home still leaking oil and damaging the engine and driveway to bring it back to get fixed on the 10th. I brought it back on the 10th and they still didn't have the part in on time to fix it. I explained I needed my vehicle to drive my family of 6 from place to place especially my twins birthday party and they offered a car that would only accommodate 5. I belatedly accepted expecting to get my car back on the 12th only to find out more parts we're needed and I wouldn't get my van back until 5 days later. I stressed the need for a vehicle that would accommodate my family but was told they would not be able to do so. I am stuck having to move my family in separate groups because of this. The service center has not been accommodating to my needs and has kept my vehicle longer than communicated.

  

  Business Response

  Date: 11/15/2022

  The dealership has worked directly with **************** to resolve his issue.  We have also given him a loaner vehicle while his vehicle is in for warranty repairs.  We do not have a minivan in service and vehicles are in short supply so we have been unable to place a large vehicle in our loaner fleet.  We will expedite the repairs to ******************** vehicle to get ********** back to him as soon as possible.   

• Initial Complaint

  Date:11/11/2022

  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 issue is with the service department. After buying my car, it was very clearly pulling right when I was driving. I brought my car into the service department on 4 separate occasions (total of 12 hours waiting) to get it fixed and each time they told me, we did an alignment, its fixed. It was not fixed. I finally got the service manager **** to take it for a ride with me. It was very clearly pulling right when you let up on your grip of the steering wheel. **** says, thats normal. That will happen to any car with over 50k miles on it (my old car with ******* miles did not do this). He said that my angle sensor was bad and this will alleviate SOME of the pull and that he was going to order it and install it in 2 weeks. He calls me back today to tell me he didnt order the part because he didnt know if my car needed it, and that he would be charged if I didnt need it. He schedules me for ANOTHER diagnostic appointment to make sure you really need a new sensor. Soooo I end up taking my new car to a private shop that I trust (****** automotive) and they tell me that the alignment was off (after 4 so called alignments) and my tires needed to be rotated. The problem is now GONE. Pretty mad that I had to pay out of pocket for this since my vehicle is under warranty, but worth it to not have to deal with the hours and hours playing games with the service department.

  

  Business Response

  Date: 11/14/2022

  The store worked directly with the customer over the weekend and extended a refund.  We believe that the case is closed at this point.  

• Initial Complaint

  Date:11/11/2022

  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.

  I dropped off my new dodge ram due to the engine signal was on on the car board. they dig the diagnosis of a cracking in the exhaust system. I was told they ordered the part to be replaced. The part should arrived in about 1- 2 weeks. I have called 3 times and nobody has an answer. 2 months waiting for my car to be fixed and they don't do any thing. They are always promising they would call you back but never did it. There is not way I can find a solution to my problem. My car is new in on factory guarantee

  

  Business Response

  Date: 11/15/2022

  Customer has been contacted and the part arrived recently.  The customer has an appointment on Saturday the 19th to finalize the repair. 

  Customer Answer

  Date: 11/15/2022

   
  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:11/08/2022

  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 purchased a car from them two years ago. I also purchased gap insurance and a warranty from them. I am trying to reach them, but am unable to speak to any one. I have left numerous vm messages and no one has returned my call.

  

  Business Response

  Date: 11/10/2022

  The dealership is reaching out to the customer to address the concern

• Initial Complaint

  Date:11/03/2022

  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 contacting the BBB to seek assistance in getting my government vehicle that belongs to *******************************, ******* back as soon as possible. The vehicle is a 2016 ******* Sonata. VIN: *****************. The vehicle was dropped off on October 13, 2022 for the "check engine and check hybrid warning system" lights. This is the same reason the vehicle was brought in on Jul, 19, 2022 and was not ready until Aug 24, 2022 and the government paid $1483.52 to get this repair done. I have called Napleton's ******* over 20 times in the past week to check the status of the vehicle and have not received any information. The receptionists ******* and ***** were both very rude, lacked customer service etiquette, and clearly have not relayed my messages. I have asked to speak with *********************** and also ********************** manager. Each time I was told that neither one of those individuals are available and they would call me back. I have not received one call back. ***************************, ***********************, and ************************* have all also called to check on the status of the vehicle and were unsuccessful. We have called *************************** direct line *************) and have left messages with no call back.This is completely unacceptable. That vehicle is used by the ************************** Honor Guard team to provide congressionally mandated funeral honors for veteran, retiree, and active duty service members. Not having this vehicle is a detriment to the mission of performing military funeral honors.******* is supposed to be a reputable name, but the employees and Napleton's ******* have proven just the opposite. I need to know ASAP what the status of our vehicle is. I no longer trust having the vehicle in the care of Napleton's ******* and I want the car ready for pick-up today.I want to know why the vehicle has taken so long to be fixed and why there is not information available for myself or my team when we call to inquire.

  

  Business Response

  Date: 11/14/2022

  The General Manager spoke to the customer today.  He mentioned that the vehicle had been completed and returned.  We believe that the case should now be closed.  

• Initial Complaint

  Date:11/02/2022

  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 got an oil change on my vehicle at this business on 6/30/22 and on 10/23/22 the engine ran completely out of oil, the engine is completely ruined, I spoke to the service manager about what happened and he said the company will not give me another engine for my vehicle, I had a mechanic at ********* diagnose the engine and he determine that there was no oil leak, It's my conclusion that the technician did not put enough oil in the engine when he did the oil change.

  

  Business Response

  Date: 11/10/2022

  Between 6/30 and 10/23. the vehicle was driven ***** miles.  The only way for an engine to have run out of oil in that amount of time is due to prior negligence.  ************** demanded $15,000 so another shop could replace the engine due to no fault of ours.  We have done everything possible to advocate for **************, but cannot be held responsible for prior negligence and believe the matter to be closed.  

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18351045
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 11/11/2022

  The issues with the vehicle are due to negligence. The engine consumed all of the oil over ***** miles as the customer states that there were no leaks.  That level of consumption is abnormal and indicates an engine in need of extensive repairs or replacement.
  

  We've done everything possible to accommodate ***************  We will not be giving him $15,000 for another shop to replace his engine and believe the matter to be closed.  

  
  

  Customer Answer

  Date: 11/14/2022

   All prior oil change service on my vehicle was done by Napleton Chrysler Jeep Dodge Ram, I made sure that all oil change service was done on time, there was no negligence from me or poor maintenance, however considering the fact that the engine ******* of oil before the next oil change was due, is a fact that theres definitely negligence by Napleton Chrysler Jeep Dodge.

• Initial Complaint

  Date:11/02/2022

  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 used vehicle from ************* ***** (from a subgroup called Off Lease) on 10/14/2022. As part of the purchase, I traded in my vehicle. There is a lien as I still owe $7200. I obtained the payoff amount and address for the lien payoff. The dealership said they would overnight the check to the lienholder. On 11/2/22, I received a call from the lienholder to let me know my payment was past due. I contacted the dealership. They told me the check had been sent on 10/20/22 and indicated it was sent to a different address then what I had provided. I was assured a new check would be issued and overnighted to the lienholder. I asked for the tracking number and was told they would provide this, but they did not. The lienholder still has not received the check and now no one from the dealership will return my calls.

  

  Business Response

  Date: 11/10/2022

  The store reached out directly to the customer last week with the ***** tracking number.  The store also confirmed with the bank that the check had been received on 11/3/2022.  

• Initial Complaint

  Date:10/31/2022

  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.

  Im reaching out to BBB to please help me regarding my 120month (10years)/ 100,000miles policy we purchased from this dealership, for $1,898. We purchased a 2013 Kia **** from here in 2014. Purchased a 120 months/100,000miles at that time. went to get work done a few weeks ago and was told contract is expired! as I asked more questions, like this makes no sense, its a 10 year warranty we paid for, which should expire in august ****. *** told me that this policy was in effect since 2012 and i needed to contact the dealership! How on earth could a contract be in effect 2 years BEFORE we purchased the vehicle? Our vehicle has ****** miles. I called the dealership left 4 messages 10/27, called again 10/28 left message and was told it was going to be sent as urgent, then sent an email 10/30 and called one last time 10/31 and no one even answers. Odd part is everyone that took messages, told me what and when i made a purchase there. Makes me think they know what the issue is and are choosing to ignore me. I was charged way to much money to ignore this. in the mean time my car needs work and i cant afford to pay to have it done, i'm a senior on a very fixed income. After all this still nothing! Im hope you can help me since youve help me in past issues. This is such an awful dealership!! Thank you in advanced.

  

  Business Response

  Date: 11/02/2022

  The dealership will respond to **************** to address her concern.   

• Initial Complaint

  Date:10/28/2022

  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.

  I got an oil change at this business on 6/30/22 on a 2018 ****** Pathfinder, on 10/23/22 the Engine ran completely out of oil, I took it to ********* at *************************************************, the mechanic determined that there was no oil leak of any kind, I went to Napleton Chrysler and spoke with the service manager and he told me that the company will not be giving me an engine for my vehicle, I called the **************** in ******** and left several messages for the manager but he never returned my call.