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:09/20/2022

  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 called them on 9/1 they told me to tow in on 9/2 as car would not start. The tow service. I spoke with ******. I called several times and gm was very rude and stated they would not be able to look into her car given weekend and holiday. On wed i was told the latch on hood of car was broken. ****** quoted me at $665 to fix car. That Saturday I contacted gm and he was rude to me was told vehicle was not ready. On 9/12 i received a text saying vehicle was ready for pick up. I was then quoted $767.93. I spoke with service manager and then I given a quote of $670.95. My vehicle had to be jumpstarted because it would not start. I was $123.59 for part. A total of $670.95 was what I was being charged. They started threatening me and I paid. I was called a ***** so I called the police got in my car and opened the hood but it did not go all the way down. The police arrived and explained the situation. I explained that my hood did not close. I was assisted by service manager. The next day i called again and spoke with ****** and general manager and they said they would not refund. They were so rude to me.

  

  Business Response

  Date: 09/26/2022

  We have audio and video of Ms. ********* and her husbands demeanor in our stores.  We tried hard to work with her and her husband to address their concerns but ultimately had to involve the ************ police due to their threats.  Our associate demonstrated to ******************** that the latch we had installed was operating perfectly and she was even able to operate the latch.  In addition, we paid her taxes as well as the shop charges to try to appease the situation.  We advocated for the Crenshaws in every way possible and consider the matter to be closed apart from the amount owed.   

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18053487
  
  I am rejecting this response because:
  

  I reject the business response because I did not feel the business was working with me.  I was lied to the first day my car came there.  I called there numerous times and am in the process of getting call logs from my phone provider.  Since their calls are recorded , we can listen to how they talked to me, especially the general manager, ******  Secondly, me and my husband were not acting the fool. We were

  surprised with the charges that they were charging me.  The info that you have (audio and video) I do not know what you are talking about.

   

  I was told one thing over the phone, another thing by text, and then another thing in person regarding charges.  When the service manager walked me to the cashier, he had the invoice in hand; I never saw it.  I was told one thing on the second of September that it would be a couple of hundred dollars and that they would start working on my car and they didnt start working on my car till after labor day.  I spoke to the *** ***** on 9/3 and he said ****** the tech was not available to fix my car.  The service coordinator told me he was not there. I hung up and called right back and ****** answered the phone.  ****** started hollering at me and telling me I could come and pick up my car.  I had never been treated like that before.  I had done service with the business for years.

   I was the one who called the police. The police recorded everything that was going on.  I took pictures where the hood of the car would not go down after I had raised it to check the work.   Your video and audio is not going to show me doing anything inappropriate.  I still want my money back because my hood is not fixed. It is not closing properly.  I want my money back and this is not over!

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

  

  Business Response

  Date: 11/02/2022

  We repaired the hood latch on ************************ vehicle as instructed.  Our associate, ******, demonstrated to the ********** numerous times that the latch was operational and had ******************** operate the hood latch herself which she was able to do while at the dealership.  As mentioned, we paid the taxes and shop charges to attempt to satisfy the customer and believe the matter to be closed.  

  Customer Answer

  Date: 11/10/2022

   
  Complaint: 18053487
  
  I am rejecting this response because:

  Consumer response to business;  Business is lying about fixing my car.  My car is not fixed properly and i do have pictures of my car when i was standing there with the police ; and the police recorded it as well.. I want my money back so i can get my hood fixed properly.  I dont want them to fix my car because of the way they treated me. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:09/20/2022

  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.

  On 8/252022 I was traveling on I-95 at approximately 6:15pm when my vehicle would not accelerate. I was finally able to get off to the side of the road where at that time my car totally died. I was towed by AAA to Napleton ******* in *************** off of ***************, at 11pm that ************ vehicle has been at Napleton ******* since. I bought this vehicle USED and as the second owner I've kept up on the maintenance of this vehicle & on or around 9/6/22 the claim submitted for a motor was denied, a motor in which I have an extended warranty & a motor I later found out was recalled. I work two ********* car is my means of supporting myself & helping my ********* family. I'm in my second rental vehicle which I'm grateful for but dear God I want my car back. I'm extremely upset that this claim was denied when I've done everything possible to take car of this vehicle. On or around January 2022 checking my oil became a regular thing & adding oil became a regular bi-weekly thing. I drive 30/40 minutes each way to both jobs. I have 25 pages of invoices to prove I cared for my vehicle.Please if you have any questions my # is ************. I kindly thank you, ***************************

  

  Business Response

  Date: 09/26/2022

  The dealership would like nothing more than to complete these repairs and return the car to *********************  We reviewed the situation with ************* ******* for something referred to as a "prior authorization" - it's essentially a pre-approval for warranty work like this.  We presented the maintenance records but were ultimately denied.  At this point, our hands are tied given the warranty denial.  Our suggestion for ************ is to reach out to ************* *******'s customer hotline and explain the ******************** case as well an her situation to them.  That phone number is #**************.  ************ approves the repairs, we are happy to complete the repairs and return the vehicle as soon as possible.  

  Customer Answer

  Date: 10/02/2022

   
  Complaint: 18049689
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/14/2022

  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 2009 *** 335I from the Napleton Chrysler Dodge-Jeep Ram at ******************************************************************** ************ from Sales Person ***************************** who assure us that the car was a " great car". I purchased the car on 8/29/22 after a short test drive by my son who the car was purchased for. A few days after purchasing the car we noticed that when reaching a speed of approximately 50MPH, hitting uneven pavement the car's rear section would sway violently causing control issues .Our concerns were that of loosing control and therefore causing harm to ourselves or others. My son made several calls to ******************** ( salesman ) approximately 3-4 days after purchase but never received a call back. I emailed ******************** on 9/6/22 rather than call to discuss our concerns. He called back and said he knew nothing about the issue. On 9/8/2022 the downward spiral continued with the Car. My son described the incident as the engine smoking like crazy causing to be stranded over night until he could have it towed back to Napleton.On the morning of 9/8/2022 my son had the car flat bedded back to Napleton. We met face to face with ***************************** ,Sales Mgr.. I told him that the car was CLEARLY unsafe and asked if a thorough check of the car had been performed? No clear answer to this question was given. Second complaint to ************** was I purchased an extended warranty and was told there was no coverage. After discussion **** told my son and I that he would void the contract and that he valued my business as this was the 2nd car purchase in a week. He clarified with me the amount and payment type of the down payment and asked that I allow him a few days for reimbursement. He would cancel transaction.. After several calls and messages left no response received from ************************. The car was driven 64 milesPurchase mileage was ******* and returned at *******. Thank ************************* **** ***********. ** 60612312-451-5214

  

  Business Response

  Date: 09/26/2022

  The dealership is working directly with ******************** in order to address her concerns.  

  Customer Answer

  Date: 10/05/2022

   
  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 received return of my down payment as requested totaling $6000 .00

   On October 1,2022.   My Napleton contact, ********************************* has agreed to cancel all transactions between my self and Napleton and will forward all paperwork to my attention. 

   

  Sincerely 

  ********************** 

  ************ 

  10/5/22
  
  
  
  ***************************

• Initial Complaint

  Date:09/12/2022

  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.

  My issued started on 9/7/2021 & continued up to 8/2/2022. My **** Town and County's door locks and turn signals were not working. Around 10/21/21, was informed the cost would be $997.47. I asked the service person if they had called my warranty company and was told they did not cover this. When I picked the van up my mileage was ****** when I left it it was *****. Also, the rear passenger door lock still wasn't working. I call about this on the 22nd 2 or 3 times before someone answered my left messages. I returned the van for them to correct this on 10/25/21. I left the ********* on 11/10/21 I was informed that it would cost me $981.30 for this repair. I again asked if my warranty company would cover this. After not hearing from them for awhile I stopped by to see what was happening and the service guy acted like he didn't know I had auto warranty. They have used my warranty on several occasions, therefore, I knew it was in their data base. I eventually called the warranty company who informed me that they had not received a call about the prior door lock repair. However, they did get a call for the rear door and approved the repair. After 2 mos, I heard nothing from them. On 1/25/22 I got a text that the van was ready. After sitting on their lot for 2 mos. in the sub zero weather I was told I would needed a battery. After picking the van up I found the mileage to now be ****** & had no heat. I call the manager on 2/8/22 he had me to return the van on the 9th. I took the van in & didn't hear from anyone until I called 5pm. I went in spoke with the *********** tried to tell me I brought the van in at that 200, They said the van was old & they were having a hard time getting the part that would correct my mileage. Please note I wrote corporate twice, no response directly from them. Got van on 8/2/22. I have no inside turn sig Bottom line, I was charged $897.47 for work my warranty company would have paid for if called for the 1st. repair. I'm seeking reimbursement.

  

  Business Response

  Date: 09/12/2022

  The repair ***************************** wants reimbursement for has nothing to do with the repairs we initially completed. She needed a control module that was not covered under her extended warranty. On replacement of the module that we were unable to get  from Chrysler as it was discontinued we replaced it with a used module. After replacing the module,  it went unnoticed that it changed the miles on her cluster from the old module that had ******* miles on it. She came back in to let us know that a few weeks later thats when we figured out that the module stored the mileage of the used part we installed.  So we went ahead and told her we would send her old module to get it rebuild with the correct millage at no additional charge. It took about a month to get it back. During this time we did give her a loaner at no additional charges. We've done everything possible to accommodate ***************************** for her unrelated concerns and believe this matter to be closed.  

• Initial Complaint

  Date:09/09/2022

  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.

  Brought my ****** in (less then three years old) for a check engine light. they wanted additional $800 to look further into the problem. Told me and gave me an estimate on that. Unfortunately they did not tell me, they found an old oil change sticker and without asking or looking at the oil, they wrote in the report that the oil was not changed and the engine needed to be taken apart to check for sludge! Unfortunately I did not realize this was put into the report on the vehicle.

  

  Business Response

  Date: 09/14/2022

  We will research Carfax to see if an oil change is indicated between 67 - 82k miles.  If Carfax indicates an oil change in that range we will update the notes on the vehicle.  Once we determine the history according to ******, we will reach out directly to ************************ to let him know.  

• Initial Complaint

  Date:09/06/2022

  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.

  On 7/16/2022 I purchased a 2020 Ram **** with an extended warranty. We were rushed out and told if anything was wrong to contact the dealership and they would take care of it. After getting home and going over the paperwork I noticed in the extended warranty multiple things that I didn't want to be in the extended warranty that were included. I then called the dealership (multiple times with no answer back) to go over the paperwork and things I didn't want to be in the warranty I purchased. After failed attempts for a call back I then went into the dealership but was told they were too busy to see me. I left and again called with no answer, so I left a detailed message of what I wanted and to call me back (still no answer). I finally got to talk with *********************** after I left a message with the dealership president. I told him what I wanted, and he said he would take care of it. 3-4 weeks later and nothing is still done. I just want the items I told them to be taken off the warranty and my money either refunded or credited back onto the loan like he said he would do.

  

  Business Response

  Date: 09/07/2022

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

  Customer Answer

  Date: 09/07/2022

   
  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,
  
  *********************

   

  FYI-If they actually respond to me it is acceptable it they havent in the past. 

• Initial Complaint

  Date:09/01/2022

  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.

  The oil change coupon on their site $69.95 and they charged $89.40 2 which included a tire rotation. They deducted $15.00. That doesn&#**;t total $69. They charged $76.95 to my account. I also wanted them to look at my belt. They said there was nothing wrong with it. Other ****** people said that there is a glazing on the belt. Napleton told me that they don&#**;t work with other warranty companies. I have Nation auto care. They refused to fix the belt, they wanted me to pay for it in full.

  

  Business Response

  Date: 09/14/2022

  The dealership will reach out directly to ************** to address her concerns immediately.  

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 17812335
  
  I am rejecting this response because:Want my total refund from this company 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/16/2022

  The dealership has reached on a few occasions to address ************** concerns and discuss a refund.  To date, she has not returned our customer experience staff's calls.  We are willing to work with ************** and ask that she return a call to the direct phone numbers she has on her voice mails.   

• Initial Complaint

  Date:09/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The issue occurred on August 19th-22nd, 2022. The air conditioner in my vehicle stopped working. I contacted this company in October 2021. I had taken the car to be fixed over this issue. They said I needed a new air conditioning compressor which was done. I paid a total of $800.11. Not even six months later, on August 18th, ************************************************ on the 19th. They did a diagnostic and I was told that both the high and low side shredder valves were leaking. I was told that was all that needed to be repaired for the ** to work. I paid an additional amount of $833.94. The vehicle was returned on August 22nd. That same day, on my way home from the shop, my air conditioner stopped working. I contacted the company the following day and was told to take the car back. I took the vehicle back and after another diagnostic was told that now the vehicle needs a new ** control unit. That would cost me an additional $856.90. The reason why I'm filing this complaint is that I feel that the company was not doing a complete diagnostic and are trying to continuously charge me for the same issue. During this time, my vehicle was kept in the shop for five additional days. I requested a loaner and they denied the request. In addition, I had to constantly call the shop to get an update as to what was going on with the vehicle and was never able to speak to someone directly. They just wanted me to leave messages by voicemail. I met with the store manager and was told that in order to get the piece fixed I had to pay the additional cost and that there was nothing else that they could do.

  

  Business Response

  Date: 09/07/2022

  Below is our review of the service history on **********************' vehicle;

  ********************** came to our dealership on October 30, 2021, with ****** miles. *** complaint was: ** not blowing cold as noted by SA ***********
  Our technician *********************** diagnosed the vehicle and it was determined that the ** compressor needed to be replaced. *** repair was quoted to the customer and we waited for approval.Once the repair estimate of $798.98 was approved the compressor was ordered. *** vehicle was not picked up until March 21, 2022. ********************** paid $ ****** in cash for RO115621.
  
  On August 19, 2022 ********************** returned to our dealership and stated that the ** was blowing warm. Her advisor, ******************************* initiated RO130626 on 8/19/22 with ****** miles.*** vehicle was dispatched to ***************************** who diagnosed the ** system using leak dye to leak test the ** system. All suction hoses, the ** compressor, and the evaporator were examined with a UV light and no leaks were found on those components. *** ******** valves on the high and low sides were found to be leaking. ********************** was quoted $ ****** plus $ ****** for a diagnostic fee.She authorized repairs and the vehicle was returned to her on August 22, 2022 with ****** miles. She paid $ 833.94.
  
  On August 25, 2022 ********************** came to the dealership at our request to re-check the air conditioning system.Her concern was that the ** was not blowing cold air. *** mileage at that time was ******.
  We diagnosed the ** system and verified refrigerant levels were within specifications. No additional leak were found. *** technician then tested the HV** audio switch bank inside the console and determined that the HV** center stack switch had failed. ********************** was quoted for the replacement of that part and service manager ************************* offered to cover the labor for the replacement of the component. ********************** declined the repair. She was not charged for any diagnostic on RO130945 and picked the vehicle up on 8/30/2022 with ****** miles.
  
  I was not able to speak to *************************, since he is off today. I have spoken to service advisor ***********************, who handled the most recent visit under RO130945 and he confirmed that ********************** spoke to ************************* who offered to replace the ** center stack for parts only, no labor and that this repair was quoted right at $800.00 (normally a $ **** repair). 

   

  We're happy to assist ********************** with her concerns and although the issues seem similar, they are independent as outlined above.  We are happy additionally to extend the discount mentioned.  

   

   

• Initial Complaint

  Date:08/30/2022

  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.

  If I could give no stars I would. I took my vehicle to be serviced and during that service appointment the service manager who no longer works for ******* told me my engine light came on during service and after completing the repair I was told the light will go away. The engine light never went away and in addition to more lights appearing on the dash, my vehicle gets stuck in park and rolls backwards in drive. My vehicle has been in the shop since the first week of August and I have YET to receive an update on my vehicle, a diagnostic result or confirmation the new part was ordered or arrived. Every time I call which is daily I am on hold and passed around until am I told I will be added to a call back list. IVE NEVER BEEN CALLED BACK. I was told there are no other shops that could service my vehicle leaving me stuck hoping and praying this shop gets it together meanwhile I have no vehicle to work and no diagnostic results which corporate said is required to tell me IF I COULD BE REFUNDED for service and a rental. Without a loaner vehicle from this dealership I am unable to work to afford a rental, make doctors appointments and as a social worker I am unable to assist clients make their appointments as well. I dropped my vehicle off for service approximately August 4th. After repeated request to speak with the service manager, or any manager no one has taken or returned my calls. 26+ days later I have no vehicle, no information and no resolution. My current service tech is ***** and the Corporate case manager is ********. Even ******** is too busy to return my calls or email. My case number is ********. This company, ************** indy ******* AND Napleton ******* ******, provide the the worst customer service, I regret purchasing a *******. Even the original rep from ************** who sold me my vehicle, made promises of extended warranty which turned out to be false. I was informed He no longer works here for making false promises. Im stuck with a lemon.

  

  Business Response

  Date: 08/31/2022

  The dealership is working directly with ***************  They're sending her a loaner and reducing her repair expense.  The dealership will continue to work with ************** while her service concerns are addressed.  

• Initial Complaint

  Date:08/25/2022

  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.

  Vehicle was purchased online May 9, 2022 from Lexus of ******* in **., and was delivered late to me in ************, ** On May 24, 2022. I immediately emailed salesman, **** stating..."I just received the car and the condition is DIRTY!" Sap, dust, dirt, small tree limbs in front hood window, just awful. I have attached a few pictures..******** responded...*****, Im sorry about this but we can make it right. The ** came in to our other store across town in Maplewood. "Please find somewhere you trust to have detailed again and we will reimburse you for that." I could not believe a brand new 2022 Luxury vehicle was delivered to me in such bad condition with *****, Hard Sand Dirt on the Entire Car, including the ******************** Sap on part of the trunk and hood, interior dirt on the seats, handles, headrest and scratches in the inside driver panel. The professional detailer explained it was very hard to remove the hard sand and the car required an entire container of wax.Prior to purchasing the car **** and I discussed numbers and down payment'and he said I was required to purchased two out of 5 plans(attached). I told ********** did not want to purchase either plan and that the contract shows "Optional Packages".(Attached) ****, said it was Required. I asked him to ask manager and he said "his manager can sell the car to someone else who don't mind the plans." I was forced to purchase "Optional" products that I did not want. However, I had been looking for this particular car color/package for months and wanted it really bad, so I purchased it. I contacted ****** to see if they could confirm the product was applied, they said the dealership said they did. There is no Xzilon sticker on the window, no paperwork, contract or proof the product was applied. I have also requested documentation from the dealership. Car does not repels dirt, dust, and grime as shown on Xzilon website and water/rain does not bead up. I would like to have the product applied locally

  

  Business Response

  Date: 08/30/2022

  The Xzylon is applied during the pre-delivery process.  In addition to paying for ******************** detail, we also sent her an additional $125 for another detail to address her satisfaction.  

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17766848
  
  I am rejecting this response because:   the fact that the car was delivered 14 days late in horrible condition and required an extensive detail is separate from if the Xzilon product was applied and  being required to purchase two optional plans. The reimbursment was for the detail and gift card was given to me by the salesman because of the condition the car was delivered and the number of days it took for me to receive the car. (See attached email chain)  Also, the professional detailer explained when he started to wash the car, it did not bead up at all and the car did not show any signs of having a ceramic protection on it.
  
  
  The fact that Lexus of ******* is only able to state the product was applied is not acceptable. There is no Xzilon sticker on the window, no paperwork, contract or proof the product was applied. And most of all, the car does not repels dirt, dust, grime and water does not bead up. The car retain water spots and dust after a simple rain, and never looks clean.  When speaking with a Xzilon representative they also thought is was possible the product could not have been applied because of an out of state delivery and could have been applied upon delivery.
  
  To be clear I am requesting a refund for both packages. As for the Xzilon product, I will accecpt a replacement of the ceramic protection at a local merchant in ************, **. And, for the Key Replacement plan, I requested in writing prior to signing the contract to remove it from the contract. I did not see the value in needing it and did not want it. Again, I was told I had to purchase two plans.  
  
  
  The fact is the two packages were optional and should not have been required to purchase as part of the deal or to be threatened the car could be sold to someone else who wouldn't mind buying two packages. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/06/2022

  The additional information and clarification help greatly.  The dealership will reach out to **************** directly to address her concerns.  

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17766848
  
  I am rejecting this response because: I would like all communication via email through BBB. 
  
  Sincerely,
  
  ***********************