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.

close

Find a Location

Ed Napleton Automotive Group has 55 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/12/2022

  Type:Product 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 purchased a used 2017 *** X5 from this dealership at the beginning of August. I should have known that this experience was going to be a disaster when I was originally told that the sales manager had agreed on a price and payment on the car only to be told the day before they were scheduled to deliver the vehicle that they were still working on my finance deal. The car was delivered and due to the bad weather, I was not able to overlook the exterior of the car very well - If I had, I would have noticed all the body damage that was not mentioned when I inquired about the condition of the vehicle. The next day, the change oil alert came on. The weekend after I took delivery, I was on a trip in North FL when the car hydroplaned in rainy weather. When I took the car to a tire shop, I was told the tires were practically bald. I filed a complaint via the dealership website and was contacted by an associate who told me the vehicle was given top notch service and passed inspection before it was sold. I told him judging by all the negative reviews about his service department on various websites and given all the issues my car was having, I would have to call that a bluff. I asked for a refund of the $1000 down payment I gave them to cover the cost of my tires as I was pretty much responsible for not going over the body damage and it seemed the representative was laughing at my request. I was then told that they would speak to management and get back to me - that was over a month ago and I never heard anything back, even when I tried calling back, I always got a VM. I reached out again via their website this week and still haven't been contacted. At this point, I have spent over $3500 to bring this car back to an acceptable condition (Body Work - $2015, Tires - $945, Windshield washer reservoir replacement - $475 and Oil Change - $150). I am asking that the company honor my original request and refund my $1000 down payment to cover some of the costs I have incurred.

  

  Business Response

  Date: 10/19/2022

  The dealership is reaching out directly to **************** to address his concern.  

  Customer Answer

  Date: 10/27/2022

   
  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 General manager has agreed to return my down payment and is also helping me cancel my *** insurance as I refinanced the car with my local credit union and the *** I purchased through the dealership is not transferable to the new lien.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/12/2022

  Type:Order 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 a car from Napleton in ******** ** and they changed the contract of the car on me and didnt inform me of that until i say it from ally. Then they lied about the issue and may up thing when i have all the paper work show they lied. i will never by a car from them and the man ***** and sale man and Disha all are in on this. Now they are doing fraud and i would like to this issue to be addressed. Im a black female and i see they like to run games on the American that's not right.

  

  Business Response

  Date: 10/13/2022

  We have worked with **************** via the store, the BBB, and the Attorney General.  At every point, we explained her transaction to her.  We have advocated on her behalf at every point.  **************** originally complained about the terms of her sale in June. In response to those complaints, the dealership agreed to rescind the original contract and re-sign her under a new set of terms. **************** left, presumably happy with the resolution, and then began demanding $10,000.00 for pain and suffering relating to the original contract, which was already void. We believe the matter to be closed.  

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18205524
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  the Dealship is lying I have never ask for ****** they are lying and I have all the paperwork texts and calls about the issue they would say anything to make there self not look bad. 

  

  Business Response

  Date: 10/17/2022

  We've done everything we could in this situation for *****************  We believe this matter to be closed.  

  Customer Answer

  Date: 10/19/2022

   
  Complaint: ******** They havent done anything but lie on my name and make up a false statement. I have been stressed out due to this dealership Im dealing with a sick mother and kids and what they have took me threw have really bought stress to my life. They know that they are lying. 
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/12/2022

  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 used jeep at the end of May 2022. I had a $15,000 cash offer appraisal from Carmax. They gave me **** and made up the difference on warranties which reflected my down payment as only $**** instead of $15,000. I also put down $2000 cash. The Jeep had multiple issues with leaking. I called several times and all managers refused to take my call. I drove one hour north and walked in and they were standing around and there was nobody in the store. My Jeep was held for weeks without being worked on. Over a period of a couple of months the Jeep was returned and leak was not resolved. Then my calipers locked up on the wheels. I brought it to a local dealership which did not cover any of the repairs. I had approximately $650 out of pocket. The Jeep towed to to them and several weeks went by with repairs. They suggested I take a different vehicle. I did not have much of a selection and settled for a dodge ram. At that time the interest rate had doubled and I had lost much equity from my original down payment of $17,000. When I bought the truck I only had $**** down because of the way the paperwork was written. The truck had a very bad chemical odor which caused chemical ***** in my nose throat and eyes. Now in order to get a 3rd vehicle they will charge a third dealership fee in 5 months Jeep and put it up for sale three times after they told me it was unsellable. I asked for the Jeep back and I still had my current loan at 5%. October 9 I drove by the dealership and it is out front for sale again. I was told If its parked out front with a sale sign on it does not mean its going to wholesale. over a month to send to wholesale? In order to get a third vehicle, they want a third dealership fee within five months. I can no longer afford an equal valued automobile. Also my original tradein had a resale value minimum of $30,000. The value of the Jeep is around ****** and the value of the truck is around ******. Now a third vehicle, I would have even less value

  

  Business Response

  Date: 10/17/2022

  The dealership is attempting to work directly with *****************  In the course of those attempts we have had difficulty securing an appointment.  She is rescheduled for this week and will should have her concern addressed at that time.

• Initial Complaint

  Date:10/12/2022

  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 the 24th of September, I bought a car from this dealership. On the Tuesday before this day (the 20th), I signed for my car, a used ************************ text messages with the dealer, I had agreed to a price of $15224.18 and to sign on that Tuesday with installation of the remote start for free if I came in that day to sign. When I went in after work that day to sign some initial paperwork, which I waited to sign for a few hours, I realized that they had charged me $15757.89 instead. When I asked the dealer about the extra 500 charge I was told that I would have to wait until Wednesday to talk to the financial manager and that they would call me in the morning. On Wednesday, I had to take time out of work to call them to get this situation figured out. I was first told that I was charged extra because of the remote start, to which I said if you are going to charge me for the remote start I don't want it. Then I had to call back and ask why they were charging me for the remote start if it was supposed to be included in the price if I signed that day. They changed their story and then said that the 500 was because I wasn't financing with them, which I never said I was going to do. I asked why that wasn't include in the list of charges on the bill (there was a discount listed on the bill) and why they didn't include the discount that their listing was advertising for *** members. They changed the reasoning again to say that the 500 was the *** discount. Since Wasn't getting them to take me seriously, I had to involve my dad in this and they "sorted things out" in 5 minutes. I still had to argue with them when I signed for the car financially since another $500 fee popped up. Since then, I was charged an extra $75 for trading in my car at the beginning of this month (which I had already informed them about since my dad has the title) and they have yet to put the money they owe me back towards either my car loan or mailed the check to me.

  

  Business Response

  Date: 10/17/2022

  The check for the refund was sent out on 10/5/2022 and received by the customer on 10/12/2022.  Remote start was also installed on her vehicle at no additional cost.   We believe this matter to be closed

  Customer Answer

  Date: 11/04/2022

   
  Complaint: 18204253
  
  I am rejecting this response because:

  Hello,

  
  

  I just got the notification for the BBB case. While the dealership did send me a check to refund me, they were short almost 70 dollars and have yet to repay me the full amount. I have attached a picture of the check to this email.

  
  

  I have been in contact with the *** *******, **** the car dealer, and ****, the financial manager, about when I would be receiving the amount they owed me back, but they have been ignoring my communications with them and this has been going on for a few weeks.

  
  

  Before I received this check, they lied about when the check would arrive, as it arrived the same day I talked to them when they told me they put it in the mail, and said that I wouldn't be getting my check due to a review I left on ****** since they needed to open a report and would need to investigate it before I could get my money back.

  
  

  When I did get the check, they told me that they were considering sending me an inconvenience check, but heavily insinuated that I wouldn't get it unless I removed the review. This was told to me over the phone by the ** so I do not have any picture proof of the following.

  
  

  I am also including a picture of my most recent talk with **** as that was the last conversation that I received from any of the above mentioned. I have yet to hear anything back from them, either by text or phone, since then and that was on Monday the 23rd.

  
  

  All I want is for this business to stop making me jump through a million hoops and have to fight tooth and nail for what they promised me.

  
  

  Hope you have a nice weekend.

  
  

  Sincerely,

  
  

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

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

• Initial Complaint

  Date:10/09/2022

  Type:Customer Service 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 NEED MY Repairs done, but Not the three prices I was quoted $2k,$4k, lastly $5k. I pray this is not racially motivated, The dealership is always asking me to sell my car to them. Now I have had recent issues with my power sterring fluid and now my coolant as much as my vehicle is in this dealership and they say that they top All my fluids whenever I bring my vehicle in and supposedly notify me when their is an issue now if this was being done, my car should have never left me stranded and hard to steer. Now this has happen in the past with this dealership not topping my fluids the Service manager asked me to give him the opportunity to correct the issue and now this. I cant continue to allow supposedly ************************ to purposely drain nor not top my fluids to cause a major issue with my Lively hood. I need the problem corrected and I always ask for my old parts returned to me. They never do that. HELP. Im NOT selling My car.

  

  Business Response

  Date: 10/12/2022

  The dealership is working directly with ************ to address her concern.  

  Customer Answer

  Date: 10/17/2022

   
  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:10/09/2022

  Type:Customer Service 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 went to Ed ********************** ***************************) on the evening of September 21, 2022. I was looking for a new vehicle. I saw a new 2023 ***** **RV for sale and started asking about pricing/terms on that particular vehicle. The monthly lease price came back higher than the monthly purchase price, which I found very unusual. After questioning the salesman and his finance person (******) for approximately 30 minutes I walked out. I didn't feel ****** was dealing in good faith, since the monthly lease price is nearly always lower than the cost to purchase and he couldn't explain why, other than saying "it's very complicated." The next morning i called the dealership with the thought of possibly purchasing the **RV. I asked if the vehicle had already been sold and was told it was still available. The person I spoke to (*******) said I should put a deposit on the vehicle to hold it, He said I would have to speak to someone in finance about the deposit. I called back 20 minutes later to speak with a finance person, but they were all in a meeting. The customer service person, *********, confirmed I could put a $500 deposit down and it was fully refundable for any reason, no questions asked. I called back a 3rd time and spoke to another customer service person who confirmed the deposit was fully refundable for any reason. I then spoke to ****** and made the deposit, though he tried to make me pay $3000 instead of $500. He told me he could not hold the vehicle for a long time, say a week. I told him I needed a couple days to transfer funds for a larger downpayment. That evening I checked with another local ***** dealer who had a similar vehicle available at a better price (purchase and lease). I decided to go with that dealer. I called ********************* at ********************** 24 hrs after making the deposit and he told me the deposit was non-refundable and claimed he had informed me of that, which is a lie. All conversations are supposedly recorded at **********************. Still no refund.

  

  Business Response

  Date: 10/10/2022

  The store is reaching out to the customer immediately to resolve.   

  Customer Answer

  Date: 10/11/2022

   
  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. I was informed Ed ************************ policy has always been that customer deposits to hold a vehicle are refundable if the customer so requests.  They have agreed to refund my $500 deposit.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/09/2022

  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.

  Upon purchasing the 2019 **** Transit Connect over 2 months ago, the engine light came on within the first few days. I brought it to the dealership, who sent it to ******** **** and back. Days later, the engine light came back on. I returned the vehicle to the dealership, who sent it to ******** ****. They assessed that the vehicle needs a new transmission and other repairs. No communication or action has taken place in about a month and a half. Yesterday, October 4th, 2022; I was asked to come in for negotiations. No details have been offered to me by napleton nor any details of so called negotiations or what there is to negotiate. I left the dealership 3 1/2 hours later, talking a total of **** minutes, and being ignored the rest of the time. Today, October 5th, 2022; I called the dealership 4 times and didnt get ahold of anyone other than the receptionist. ******** **** has been fantastic at communicating with me, and is the only reason I have an idea of whats going on with my vehicle.

  

  Business Response

  Date: 10/11/2022

  The dealership is reaching out to ****************** to address this issue.  

• Initial Complaint

  Date:10/03/2022

  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 purchased a 2020 ***** Equinox on November 26, 2021. They tried to switch the price to $27000 when it was online for $23000. The sale manager was trying to make think I didnt see the correct am which I had to show him. Before going to this dealership I went online to see what automobiles was available for sale. I was ask if I had a trade in, I answer all the questions pertaining to my trade in. At that time I was that would receive additional $600 towards my trade in value, free oil changes and tire rotation for 4years which sound good to **** thought I did good researching but I didnt. I drove 45 minutes from my home to this dealership because of what was promised. As of today I have received 1 tire rotation and that was because when car was given to me it hasnt been cleaned, it has an old battery that needed to be replaced that the general manager made me wait 30 days to change out because he thought if I would drive it for awhile it would make the battery better what none senses. There was stickers on the window from the car auction, rental company, no smoking. That was sure sign that car hasnt been detailed. The car was given to me around 8pm and it dark that why I didnt see it. The car was shaking that was the reason for the tire rotation.I have tried 5 times to schedule oil change and full detail that was promised none as of yet. Found out I was charge for the oil changes and tire rotation that was told was free, Napleton had me to sign for refund to be sent to finance company in the amount $505 which they still havent received. I have ask for **** card that I can use anywhere to get oil changed but they refused. 2 appointment made wasnt in computer so I wasted 2 hrs plus gas , they scheduled someone to pick up car for service but didnt show up wasted day. I have reported to their crop office 3 times to no response or problem solve. I dont know what else to do. Please help !!

  

  Business Response

  Date: 10/04/2022

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

• Initial Complaint

  Date:09/29/2022

  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 purchased a vehicle from the dealership located in *********. I was charged $22,000.00 for this vehicle just 2 months ago, and already have had multiple mechanical issues. This dealership is trying to charge me $200.00 to look at it. The car has a bad battery, leaking oil, transmission fluid, and will not start. I seen online that there are recalls on this vehicle too, but this dealership will not do anything to help me get these issues addressed. I should not have this amount of mechanical issues with a car I just purchased a few months ago.

  

  Business Response

  Date: 10/03/2022

  The dealership will work directly with ******************** to address his satisfaction 

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18148265
  
  I am rejecting this response because:In response to this last notification I did send the BBB documents certified information about the repairs and how I reported to ************** in Mach after purchasing it on March 3, 2020 of the problems. ****** has and is giving me a hard time concerning this vehicle after they stated to you they would work with me. Instead they charged me for the repairs. The paperwork shows my complaints as well as other repairs needed. It also show the inspection passed but theyre saying now that they have the vehicle it wont pass because of ball bearings. However, because no inspection sticker was on the vehicle at the time the police gave me a ticket for not having proof of inspection and I did attach the paperwork that said at time of purchase a inspection was done and it passed. Therefore, if all they say is a problem now and cant pass the inspection only a few months Ive had the vehicle, the problem had to exist at the time of purchase and I believe they had to have known.

  I did try to respond to the complaint in a timely manner by mailing you proof on 10/06/2022 certified and I will check my tracking number this morning to see if maybe you have now received it. Thank you for assisting me but in order for me to receive my vehicle they want over $1,000.00 for repairs I dont have and since we werent offered a loaner vehicle and we have to get to our jobs, my father is paying for the vehicle to be repaired and we shouldnt have had to pay for this considering how much we have already paid out of pocket since the purchase.
  
  

  Sent from my iPhone

  
  

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

  

  Business Response

  Date: 10/12/2022

  From our service director: We got the vehicle in and found no fluid leaking from the rear main seal but there was a lot of transmission fluid leaking from the top of the transmission and everything to be covered with fluid and the fluid looked very clean.  The son contacted me to see what we were finding.  We cleaned it off and drove it and it was immediately covered with fluid again. We ended up finding that the transmission was about 8 quarts overfilled and it was pushing the excess fluid out of the transmission vent tube. I contacted the Father from your initial email and he said that his son had recently changed the fluid.
  
  I had agreed to waive any diagnostic charge so we adjusted the fluid level and cleaned it off at no charge.  They had also asked for a safety and emissions test and the vehicle failed the safety inspection for worn out control arms. ******************** approved the $1,350.00 plus tax for replacement and wheel alignment. We are ordering parts and expect completion by 10/14.  We have done everything possible to advocate for ******************** and believe the matter to be closed.  

  Customer Answer

  Date: 10/13/2022

   
  Complaint: 18148265
  
  I am rejecting this response because:

  No this doesnt satisfy me because from the first or initial inspection they gave me should have revealed that something was wrong with the vehicle and should have been repaired before the sale of the vehicle nor should it have passed inspection at the time the vehicle was sold. 

  Considering I received a ticket because they failed to put the safety sticker on the window of the vehicle. This vehicle should have failed at the time of purchase considering I only had the vehicle since March. Also, I was under the impression at the time of the sale that I would have coverage on the most important parts on the vehicle. 

  Conversation with sales person who I feel mislead and said what needed to be said to sale this vehicle to me and unfortunately for me for me instead of reading the fine print, I took him at his words. Hard ****** learned but I am being truthful about the car issues the refuse to take care of when I hadnt had it 30 days yet. That why I sent copies of what I had that you may have received now. 

  
  

  My father agreed to pay without my knowledge making contact with the service department for the sake of my family and job not having transportation. And even then they originally stated on our paperwork this time while picking up the vehicle, they had serviced a oil change. However, after looking we found they really had not done a oil change it still was showing 16 percent. When the service person took it back to make sure the oil change was done, it still registered at 17 percent and gauges were not reset. I still feel I was scammed by ****** because I believe they knew they were selling me a lemon with problems that shouldve been revealed or fixed before I purchased it. 

  However,  being **** does not excuse my part in the checking because I needed a vehicle and I was excited about getting my first car on my own,  therefore I didnt know what I was getting myself into nor difficult I ask questions I probably should have. I should have ask why they had me to sign two different leases. However, because I believe they knew I wasnt aware of how to purchases a vehicle the salesman took advantage of that.  Nor did I receive the paperwork on the vehicle that I signed twice. The salesman had me to come in and sign paperwork two different times but I never received any of it until almost 30 days later. 

  I still believe they should have been responsible for all repairs because I believe those damages were there at the time of purchase and was not disclosed during the sale. My father should receive a full refund and my mother should receive the $200.00 they promised her for bringing me in which she has never received.

  
  

  Thank you for your time and patience in this matter 

  
  

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

  
  

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

  

  Business Response

  Date: 10/13/2022

  We have worked with *********************** and Jr and have done everything possible to address their concerns.  The initial vehicle inspections cannot predict future vehicle needs and we are not responsible for citations issued.  

  As covered in our second response to this case, from our service director: We got the vehicle in and found no fluid leaking from the rear main seal but there was a lot of transmission fluid leaking from the top of the transmission and everything to be covered with fluid and the fluid looked very clean.  The son contacted me to see what we were finding.  We cleaned it off and drove it and it was immediately covered with fluid again. We ended up finding that the transmission was about 8 quarts overfilled and it was pushing the excess fluid out of the transmission vent tube. We contacted the father from your initial email, and he said that his son had recently changed the fluid.

  
  I had agreed to waive any diagnostic charge, so we adjusted the fluid level and cleaned it off at no charge.  They had also asked for a safety and emissions test and the vehicle failed the safety inspection for worn out control arms. ******************** approved the $1,350.00 plus tax for replacement and wheel alignment. We are ordering parts and expect completion by 10/14. 

   

  We have done everything possible to advocate for ******************* and believe the matter to be closed.  

  
  

  Customer Answer

  Date: 10/18/2022

   
  

  My problem is I havent changed my position about my claim that they are responsible for the citation because if they had put the inspection sticker on the car to show proof of inspection then I would not have gotten a ticket for the vehicle not having proof that it in deed had passed the inept. However just because they were so GenTeal and how they presented their case doesnt make it it true or factual. I read there statement and I would believe it to be true but it was not that simple because my father stepped had to intervene due to the back and forth that was going no where. Which was the purpose of contacting the BBB whic I truly respect and appreciate. 

  
  

  Since we were not able to resolve this issue with ****** is the reason why I submit it the documents which showed no sooner than I purchased the car things started to go bad on the vehicle ****** refused to repair and I or my father had to come out of pocket for repairs. This is not right. No its not acceptable and I disagree that theyre not acceptable.  I had to take it to two different places as you can see ***** car service I did a diagnostic before I took it back to the ****** dealer who still claim there was nothing wrong with the vehicle except for it was overflowing but they say they didnt see any fluid coming out anywhere however at the same time they said that it was overflowing and the transmission was overflowing. 

  
  

  The reason my father paid for the repairs is because my family and I had to get back-and-forth either to school or work besides we didnt have the money. I was not expecting to go further in debt for a vehicle repair Im paying $20,000 for within the same month or even a couple months after I purchased it. 

  
  

  In order to keep down all this confusion and I still hold them responsible for my father having to pay the $1300 for the repairs no matter what the problem was,  ****** shouldve fixed it in the first place. Plus my fathers name isnt on the contract with ******. Also, my father is the one who initially contacted you the BBB about ****** to file this complaint about the problem. 

  
  

  I thank you respectfully submit that this does not resolve the issue that I have with Napleton ****** because they were wrong and you would have to be there to have seen how they miss treated me and my partner which was another reason my father stepped in and just paid for the repairs because ****** refused to give a loaner vehicle while the vehicle was being repaired. I had to get around for a period of time the best we could paying what was unaffordable for a car rental and we even rented a U-Haul truck to get back-and-forth for a day to go get groceries and to get our laundry done because it was cheaper than getting another car rental we didnt have money for. 

• Initial Complaint

  Date:09/29/2022

  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 took my vehicle in for some repairs. They had it for a while and contacted me. They made the repairs. One of them didn&#**;t require parts. The other repair needed a part. They said their service department was down. They contacted me and gave me a date as to when the car would be ready. I didn&#**;t hear from them. I finally went up to the location to find out what was going on. The service person said he didn&#**;t know as he had been off. He lied to me the week before about having the part because he put me off. The car is under warranty. I had to pay the deductible under the warranty. The repairs were not made.

  

  Business Response

  Date: 10/04/2022

  The dealership reached out directly to **************** in order to update him on the status of his parts arrival and repairs.  The dealership acknowledged some inconsistent communication with **************** and will make a more concerted effort going forward.  Mr. ******* current part is due in on 10/24 and the store will communicate with him so he's aware of timing.