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

  
• 

  Hyundai of Carmel

  4200 E 96th St Indianapolis, IN 46240

  
• 

  Napleton's North Palm Hyundai

  3703 Northlake Blvd Palm Beach Gardens, FL 33403

  
• 

  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

  

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:10/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this complaint because of the terrible experience at Napleton Clermont, that has cost me money, time, and almost getting into a car accident. I have tried to contact them, and received no response.Initially when bringing in my Jeep on October 1st with a seized right caliper, I was upsold by the a ridiculous amount of $2239.94, being only 20 years old, and not knowing much about cars. I was clearly being taken advantage of. (this invoice has been uploaded into this complaint). After speaking to a mechanic he explained that the cost was ridiculous. On October 2nd I went back into the dealership with my father and an employee said that they could do both rear right and left calipers, rotors, and caliper lines for $760.20. After an agreement we left. (This has been uploaded). He explained that both need to be replaced or the car will be off balance. On October 3rd, we picked up the Jeep. I proceeded to drive my father into *******, after approximately 20 minutes when I got onto the highway to speed around 50mph the steering wheel began to shake vigorously. When attempting to brake, the car was not responsive. This almost causing me to rear end the car in front of me! We pulled over and slowly crawled to a TirePlus mechanic luckily nearby. When arriving they showed that the front left brake was completely seized. Additionally when opening the hood, the brake fluid had been way over filled over flowing into the engine. The licence place holder had also been broken off. The mechanic explained that the brakes must've never been checked at Napleton. (images have be included). To get the jeep to drive again, I needed both front brakes done! Regardless of this additional damage that Napleton Clermont has caused, giving someone a car that is unfit to drive is unacceptable. I am just grateful that I didn't get in an accident that could have hurt me, my father or someone else. I would like someone to get in contact with me so this can be resolved.

  

  Business Response

  Date: 11/02/2022

  The dealership will reach out directly to ******************** to address his concerns

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18327864
  
  I am rejecting this response because:

  I have waited for 5 days, and Napleton Clermont has yet to contact me. 

  Sincerely,
  
  Camden Springer

  

  Business Response

  Date: 11/14/2022

  The General Manager of the store mentioned that he spoke to the customer today.  He mentioned that the car has been completed and returned.  He believed that the customer was now satisfied.  

• Initial Complaint

  Date:10/28/2022

  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 have contacted this business numerous of times dating back from August of 2019 over a month after I received my car. I purchased this car on August 17, 2022 and it has only been a headache. Not only have I called, filed complaints back in 2019, I also reached sent I have sent this company an AFFIDAVIT OF TRUTH / AFFIDAVIT OF RESPONSE FOR CEASE AND Consumer Enforcement as Administrative Counter-Claim by Private Right of Action and a notice of violation of the Truth and Lending Act. This company unlawful assigned my contract which was my private Negotiable Instrument to ************** for their profit. I have sent and asked for resolution upon the discovery of the fraud, deception and violations. Pursuant to 15 USC ****p there is no statute of limitations on the discovery of fraud. The gross deception in the contract which involves violations of the Truth in Lending Act 15 USC ****, violations against ECOA 15 USC ****, violations of Discrimination 15 USC 13, violations of False and Misrepresentation 15 USC ****e, violations of Deceptive forms known as the Retail Installment Contractor Agreement to 15 USC ****j. This company benefited by taking advantage of me, a first-time purchaser, and then unlawful assigned my contract for their profit to **************. Napleton has not responded to my phone calls, voicemails nor my letters. I am still waiting for a response for a notice I sent almost a month ago.

  

  Business Response

  Date: 11/11/2022

  The dealership is working directly with the customer to address the concern

• Initial Complaint

  Date:10/27/2022

  Type:Billing 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 originally got my car from Ed *********************** I took my car to another H323238303131303536**H to trade it in. When I first got my vehicle, they told me they would lease it. They told me I was getting approved for one car and then I didn&#**;t. The other H323238303131303536**H told me my car was not being reported to any of the credit bureaus. I reached out to *************** and they told me it was taken off numerous others credit report. I was not aware of this. Now I am having issues trading my car in because it&#**;s no where on my credit report.

  

  Business Response

  Date: 10/31/2022

  Our dealership is reaching out directly to ************** in order to address her concern.  

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18324563
  
  I am rejecting this response because:

  I do not wish to speak to anyone associated with Ed ********************** ***** regarding my experience. Every time I speak with someone there, they're extremely rude and have attitudes for no reason. There is nothing that they can say or do to smooth things over or to have made it a better experience for me. They blatantly lied to me numerous times about getting approved for a vehicle I was interested in, they told me I was approved and that they were getting the paperwork together, then they came back WITHOUT consulting me talking about a more basic model of the vehicle I was clearly NOT interested in. Not to mention, they showed me a used vehicle with all 4 DONUT TIRES on it and when I asked if they would replace them, they told me "No. This is how the vehicle will come." I have never felt more insulted and humiliated in my life. I am also a younger woman and I know that they took advantage of my age and gender and assumed that I was gullible. I will NEVER EVER go back to Ed ********************** *****, nor will I recommend anyone there. They're all EXTREMELY unprofessional and I wouldn't recommend a **** dog! 
  
  Sincerely,

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

  

  Business Response

  Date: 11/02/2022

  As a follow-up to this, ***** Finance does not report to all agencies.  This is their corporate policy and Napleton ***** has nothing to do with this.  As the customer will not take or return our calls, we consider the matter to be closed.
  

• Initial Complaint

  Date:10/26/2022

  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 purchased a 2019 Jeep compass on 08-27-2022 for a down payment **** . I have the car for less than 2 months and 10-20-2022 my car didnt start. I have taken car to the mechanic and found out that the starter was burn out. The reason the starter was burned out is because the engine is leaking oil. The oil was leaked into the starter that fried it. I let Napleton know and the sale manager and the salesman will let me know when I can talk to the General Manager or his response on the matter. I havent heard anything from them and they keep sending me to voicemail and avoiding me. I have taking my car to my mechanic and pay the repair out of my pocket. I would like for Napleton to pay for the damages to the car

  

  Business Response

  Date: 10/27/2022

  The invoice provided by ****************** provides no details about a diagnosis.  In order for us to properly diagnose the concern, we will need to have the vehicle brought to our dealership.  Please reach out to the store and set up an appointment that works for your schedule and we'll be happy to do an inspection and give a diagnosis.   

• Initial Complaint

  Date:10/25/2022

  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.

  In December of 2021 my wife and I purchased a Genesis *** from this dealership with 5k miles on it. In March of this year, we went to trade it in at another dealership with a trade in amount of 48k. After they ran a Carfax report, this report stated the car actually had a ''Not Actual Milage'' title, meaning there was an issue with the milage on the title. We went back to the selling dealer and was told it was not their problem, without them even looking at paperwork to verify. We were told to contact the state. After multiple phone calls with the state and Carfax, we finally reached someone at the state of ******** title department who gave ** specific instructions for the dealership to complete, that it was an issue they needed to correct.Since then we have filled out new title paperwork with the dealership, we have been told FOUR times they have had to resubmit to the state (with a waiting period of 6-8 weeks for EACH occurance). No dealership messes up titles that many times in a row. If they do, how many others have titles that are messed up that they don't even know about. We have only recently contacted an attorney who has submitted a letter to the dealershp, GM and Genesis ********* to try and rectify this issue, we are still in the 10 day waiting period for a reply. We have asked for the dealership to take back the car and fully refund the financed amount and settle the loan with the lein holder. Alternatively, we have asked the dealership to honor the 48k trade in amount offered by the other dealership, they offered 44k instead, which we are not happy with.The attorney we have contacted is:*********** and Moscardini, LLP *********************************************************************************************************** ************

  

  Business Response

  Date: 10/26/2022

  The customer purchased a 2021 Genesis *** back in March 2022. The title on the vehicle converted to an ******** title, and in the process, the state entered the mileage at a plus one mile than the original application. This created a branded title with the registration for **************; in which our accounting office has been working diligently with the state to correct. The application was sent back several times from different agents within the VIA department for contradicting requests. The application returned another time and is in queue to process within 4-6wks from the delivery date of 10/19/22. We have maintained transparency when updating with the customer of their application status.

• Initial Complaint

  Date:10/25/2022

  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 10/4/22 my 2015 Kia ******* was taken to this business for a transmission replacement. I then had to contact the business for updates as they would not take initiative to contact me. On 10/10 I took my key fob to be programmed, and told my contact ***** that it was used, he then told me he would get it programmed. Upon pickup of my vehicle, he told me they cannot program used fobs. So I made a 90-minute round trip for nothing. I was told my car would be done on 10/14, then was told it would be done on 10/17. I made the 45-minute trip to the dealership only to find out it was not ready. I was then told it would be done the next day, but then I got a text it was not. I finally got it on 10/19, two weeks after it was dropped off. On Friday 10/14 I was on hold for 15 minutes, only to be told my contact was at lunch. Then I called back three hours later only to be on hold for 25 minutes because my contact was on lunch still and had to be located. I was originally quoted $2300 but had to pay $2800 even after a $500 discount once we voiced our frustration. On 10/24 I had a call with the general manager where he raised his voice unprovoked. He also talked in circles and did not answer our questions. He then in an intimidating manner, invited us to meet with him at the dealership.

  

  Business Response

  Date: 10/26/2022

  The store discovered incomplete work on the transmission when the car was towed to our location.  In addition to the repair to address the main concern, we had to complete the work that was left incomplete by the other shop, which lead to parts needing replacement, added expense and time.  When the repairs were completed, the Nassers complained about the added time and expense so as a goodwill gesture, we extended a 17% discount in the amount of $561.00 for the repair.  The Nassers seemed to appreciate the gesture and were happy when they left the dealership.  **************** called in the next day to complain about a dirty interior and the car being out of alignment.  We assured hm that we would be happy to check the vehicle's alignment and detail the interior.  The interior detail would be done at no charge, but should the car need alignment, we would review the cost with them at that time.  

  We have done everything possible to advocate for the Nassers, and except for the interior detail and alignment check, we believe the matter to be closed.  

• Initial Complaint

  Date:10/24/2022

  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.

  1. Dropped my car off at Napleton on September ****. Rental car from September 30-october 19, $336.3. Hotel room from October 11- present, with bill of $1000 (and rising).4. $500 (and rising on cash and cards) for food since October 11th. 5. Several calls to (never recieved a call from them) Napleton Body shop. Often getting voicemail (no call back), no answer or getting the answer of 'I don't know what's going on with your car.' Or 'I don't know how long it will take for finish your car.'6. Failed alignment October 20 (before noon) due to bad strut. No supplemental claim has been made (as of October 24)7. Rude customer service when I was able to talk to someone.8. Unable to go back home (****) until my car is fixed.9. Napleton unwilling to provide a loaner car until my car is fixed. Been without a car since October *****. Possibly of losing my job due to extended stay here in *******. My short-term disability ended on October 10.

  

  Business Response

  Date: 10/25/2022

  The dealership is working directly with Ms. ********** to address her concerns.  The repairs are expected to be completed on 10/26.  There are no accommodations or arrangements made to cover hotel or other expenses.   

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18307833
  
  I am rejecting this response because: yes I got my car, but due to not finishing with the alignment I have now ruined 2 tires. I got 4 brand new tires when they 'fixed' my car. Also my windshield washer fluid doesn't spray in the front, it did when I dropped it off to them. I believe they should have to compensate the hotel and the uber rides or the week I was with out a car. I also believe that they should pay for the 2 new tires and a new alignment. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 11/10/2022

  There was no provision for reimbursements of food and hotels implied in any way.  In order for us to evaluate the tires and windshield washer, we would have to inspect the vehicle.  Please reach out to the store to make an appointment at your earliest convenience.  

• Initial Complaint

  Date:10/21/2022

  Type:Order 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.

  We are attempting to buy our leased vehicles. We have a contract to buy vehicles out. We have met on 8/23 they only wanted to sell us a new vehicle. Have dealt with another sales person . After talking to them on Tuesday they wont return our calls. We called them today and we are told after 4 days they are waiting on there manager

  

  Business Response

  Date: 10/25/2022

  The dealership reached out to ****************** and completed his paperwork on 10/24.  Our understanding is that they were satisfied with the outcome, and we believe the matter to be closed.   

  Customer Answer

  Date: 10/28/2022

   
  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:10/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ***** car from Napleton Infinity on August 27, 2022. The paperwork indicates the odometer has ************************************************ July 2022. I test-drove the car and drove around ******* miles on the car. When the car was purchased they did not list these miles on the paperwork. This was the first discrepancy in my purchased through my purchase. When I purchased the car they stated there was a light on the dash that indicated a problem. They told me it was because the headlight was replaced incorrectly without an OEM part. On August 28, 2022, I heard a strange noise come from the car but it seemed to disappear until the problem reoccured on September 8, 2022. I notified the dealership when I heard this sound on the 28th. I was told to take it to the nearest ***** dealership which was in ************, **. They diagnosed the problem stating it would not be covered under warranty and that the differential burned up on or around ****. They also said the error code for the differential, radar malfunction, or something involved with the car went off 42 days before I purchased the vehicle. The ***** dealership gave me this information since they diagnosed the car. This gives me a reason to believe they sold me a car with a burned-up differential since the alarm went off before I purchased the car. I have contacted the dealership multiple times since ***** said they would be responsible for fixing the car. The paperwork states I have a 36000-mile warranty but they will not address this issue in any way. I have also contacted my financial institution and explained the issue to them. I went to another ***** dealership to get their opinion and they stated the car was already bought by their service department. They told Napleton Infinity they could not diagnose the problem since the headlight was not original. I would like BBB to look into this issue and handle my complaint. I bought a car from them and drove less than 500 miles and now it won' move.

  

  Business Response

  Date: 10/17/2022

  This is no longer a Napleton store.  All inquiries need to be directed to the new owner.  

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18231485
  
  I am rejecting this response because:

  Please send me the new owners address, name, and phone number so Im able to contact them and get a response.

   

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

  

  Business Response

  Date: 10/25/2022

  The best I can do is share the store number as I don't have access to the new ownership information.  *****************, #**************

• Initial Complaint

  Date:10/13/2022

  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 submitted this complaint two weeks ago, but BBB rejected it because the desired resolution was not clear. I selected "Repair" from the dropdown list of desired resolutions, but BBB apparently wants more information. I am resubmitting this for that purpose.I received a recall notice related to the engine on my 2015 *** **** (NHTSA Recall #**V120). My engine warning light was also on, so I took my car to Napleton Northlake *** on January 7, 2022 to have the engine repaired and the recall addressed. The ********************** told me no repairs were necessary and the engine was fine. Relying on that advice, I drove the car for the next 2 months, while the engine light remained on. On March 31st, while driving to work, the engine died. I had the car towed back to the *** ********************** to repair the engine due to the recall. The ********************** has refused to do the repairs required by the recall and has now had my car for more than 6 months. I would like the *** ********************** to repair the engine as required by the recall notice and return the car to me as soon as possible. I am attaching the recall notice, a copy of my service appointment confirmation from the **********************, and the tow receipt. Thank you for your assistance.

  

  Business Response

  Date: 10/18/2022

  We advocated on behalf of ***********************  ************** *** denied warranty coverage as it did not fit within their parameters as the coverage for a second owner of the vehicle goes to 5 years or ****** miles, whichever comes first.  With the vehicle at ****** miles on the last repair in May of 2022, the vehicle is now out of warranty.  We will attempt to reengage *** to see if they'll reconsider.  
  

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18207526
  
  I am rejecting this response because:

  I appreciate Napleton's response and offer to reengage with **** but I cannot consider this matter resolved until my car is repaired.  Napleton still has not repaired the engine as required by the recall notice I received from **** which is unrelated to the warranty. Also, Napleton has had my car since March 31st.  If Napleton claims I must pay for the repairs, then I would request that they give me an estimate for the work.  If Napleton will buy my car as-is or give me a trade-in credit for it, I would like to know that too.  Thank you.

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

  

  Business Response

  Date: 10/25/2022

  The car cannot be repaired until the repairs are authorized and paid for by ***********************  Unfortunately, your vehicle is not covered by the recall which is why *** refused coverage.  I will request that the store reach out to the customer on the question of repair and/or purchase information