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

  
• 

  Wyoming Valley Porsche

  1470 Highway 315 Blvd Ste 3 Wilkes Barre, PA 18702

  
• 

  Wyoming Valley Subaru

  1470 Highway 315 Blvd Ste 2 Wilkes Barre, PA 18702

  
• 

  Napleton's North Palm Auto Park, Inc.

  3701 Northlake Blvd Lake Park, FL 33403

  
• 

  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:08/23/2022

  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.

  Complaint:This consumer purchased a 2018 Audi Q5 form Ed ********************** *****************) in ******** in October 2021. The car got totaled May 3rd, 2022. This consumer informed dealership because he knew that he had warranty monies left over. Consumer was informed that the check would go to the bank that financed the car, and whatever overages would be sent by the bank (Mechanics Bank).This consumer was also told that until they get the official milage they would not be able to do anything. This consumer successfully outreached his insurance company (All State INS) and they provided this consumer the need documentation. This consumer presented this information to the dealership in May 2022. All State also cut a check to the bank in May 2022. This consumer was informed that it would take 4-6 weeks to before he would receive renumeration. This writer went to dealership, in June and July to see if things had been completed. However, things were still ** in the air. ** August 2022, this consumer was informed by a finance manager that the check had went to the bank. Another finance manger informed me that he will check with the business office to see if everything had been completed. Consumer was then informed that they would be cutting a check for him and the bank, to come back later in the day.This consumer came back later the same day and was informed that the manager never made it in, and to come back the following day. This consumer complained that this was ridiculous, and the finance manager stated that they would fill up this consumer vehicle due to the inconvenience. This consumer came back the following day and was provided a check and was told that the other portion went to the bank, this consumer was also provided gas as promised.On 8/19/2022, this consumer checked his mail and saw a billing statement from the bank indicating non-payment. This consumer called the bank and they indicated that they had not received payment from the dealership, and that my payme

  

  Business Response

  Date: 08/30/2022

  The adjustment was sent to ************** and deposited on 8/24/2022.  The attached is a copy of the check and transaction.  

• Initial Complaint

  Date:08/21/2022

  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 received an instant offer from Napleton Kia ********************** to sell my car to them after I submitted information on the ****** Blue Book website. I went to the ********************** on July 7th for them to take a look at my 2019 ***** Civic sedan. The salesperson told me they would buy the car for $22,000. The next day I returned to the ********************** and completed the paperwork for the sale. I was told it would take two weeks for them to pay off the lease I had on the vehicle with American ***** Finance and send me a check for the difference. (Payoff was @ $14,000 so I anticipated receiving a check for around $8000).3 weeks went by, and I had not received any information from the **********************. I called the ********************** multiple time and was told that they would forward my message to the manager. I sent text messages to the number that had contacted me about selling the car and was told the same thing. I returned to the ********************** at the end of July and was again told that a manager would contact me that afternoon. At no time have I received any contact from the **********************, the vehicle had not been paid off and I had not received a check.I filed a complaint with the secretary of state's office on August 8th. I filed a complaint with the ************************* a few days ago. Finally, yesterday the secretary of state investigator stated they had heard from the Napleton Automotive Group's legal department and that I should receive a call from them shortly. Yesterday I logged into my ***** finance account and see that the vehicle has been paid off and oddly the date of the payoff was in July. I have not received any contact from the ********************** or ***** nor have a received a check. I would like to have this complaint filed with the business and made public. It is possible I may also need assistance finally getting payment for the vehicle I sold on July 8th. Many thanks for your assistance.

  

  Business Response

  Date: 08/23/2022

  The dealership is working on this case with our legal department as the case is before the Attorney General.  There is an amount owing over and about the payments made in late July.  We are waiting on the title for the car and once in hand, we will expedite the final amount owed.  

  Customer Answer

  Date: 08/23/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I appreciate the information and that it is in progress. However, I don't see any reason that they cannot send me the payment that is owed to me today.  I sold the car on July 8th and was told it would be two weeks to get a check.  

  
  I don't feel ******************* this complaint or the one with the Attorney General or Secretary of State until I have a check in my possession.

   

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

• Initial Complaint

  Date:08/19/2022

  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 bought a car January 1st 2022. The car started having issues around march 2022. The dealer was able to take the car in April. They took two months to figure out what was going on with the car. Throughout the 2 months, they wouldnt give us accurate updates on the vehicle and would say it would be ready one day but kept pushing it further and further back. I got the car back in June saying it was fixed. Later in June the car did the same thing as it was doing in march. We called and they said everything was fine. Fast forward to august, it happens again and this time its a safety concern because the parking brake engaged while driving on a highway. We called once again and they said that only way we could trade out the car is if we take a loss on it. Today we went to a different dealer they said the car has 24 codes.The pictures submitted are 3 different occasions

  

  Business Response

  Date: 08/30/2022

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

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17741628
  
  I am rejecting this response because:
   My car has not been fixed and no solutions have been provided to me to fix the issue. The business asked me to remove the negative comment but refused to provide me with solutions or answers to my questions

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

  

  Business Response

  Date: 09/22/2022

  The dealership has been attempting to get a hold of ************** and left several voicemails and texts which have gone unanswered.  We are happy to help ************** address her concern, we just ask that she return one of our messages.  

• Initial Complaint

  Date:08/18/2022

  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 ******* Elantra 2017 has been at Napletons Auto Park of Urbana since January 14th 2022 for a broken timing chain and damaged cylinders. ******************** is the service representative Ive been working through. On the 18th of January I was called and informed of the diagnosis. I gave them information on the extended warranty and was told they would contact the warranty company for pre-approval before repairs would be made. February 1st I was informed that the service rep has not been able to get in touch with the warranty company and he has been on hold multiple times and left messages without receiving a return call. On March 10th ******* informed me he had talked to someone about my warranty and they said I did not have an open contract on my vehicle. I contacted the dealer where I purchased the vehicle, Courtesy Motors in ********, **. The service rep from courtesy contacted ******* at Napletons and tried to assist with the pre-approval. ******** went so far as to start a claim for the vehicle and provided Napletons with the claim number. ******* informed me he was again unable to speak with a warranty service contact. On May 10th I had decided to have the vehicle towed to Courtesy where I had purchased the vehicle but after talking with *********************, a service rep for Courtesy Motors, I was told the vehicle would have to go to Napletons anyway because the repairs would require special tools for the vehicles make. ***** decided they would call the warranty company and have the work sublet to Napletons. The only thing he needed from Napletons was an estimate for repairs. On July 13th I called the service departments manager *********************** and he informed me that he has talked to ******* multiple times about my vehicle and two weeks before ******* had tried to send the estimate to ***** but there was a technical issue and all data had been deleted... I've been waiting since 08/11/22 for the estimate that I was informed had been completed again to be emailed.

  

  Business Response

  Date: 08/23/2022

  We has some delays with this repair as the selling dealer initially stated they would help process the claim and then later asked that we handle the entire process.  We will do that and will also reach out to ****************** with an update.  

• Initial Complaint

  Date:08/15/2022

  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 Aug. 9, 2022 i had my ******* Sonata towed by AAA to Napleton *******. on Aug. 10, 2022 i called Napleton to ask if anyone had looked at my car. ******* the agent who took my car in said he was off wed. and thurs. would give all info to another agent to handle. I called the cust. service **** for ******* *******************. spoke with *** who filed a company complaint #********. said if no solution in 3 days call back. i did this morning and still no one has looked at my car as of this morning. i would like for Napleton to at least look at my car and call me with what is required to fix it.

  

  Business Response

  Date: 08/18/2022

  The dealership has been alerted and will reach out directly to ************** to address his concerns

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last Saturday, 8/6/22, my husband and I visited this business in search of a vehicle. The salesman listened to our priorities and found a car that met all our requirements. It was clear that both my husband and I would be driving the car; both our names are on the sales contract and the title. We left the car there until Monday so they could clear up a couple of issues (noisy AC fan, a k*** missing, and some cleaning.) When we arrived to get the car on Monday, we were handed a single fob. We said, "Where is the other fob? We need two fobs. We are both going to be driving this car." They responded they had only one fob. Later, we were told they could order a fob, but we would have to pay $680 for it. We feel strongly that they should have initially told us there was only one fob. This was a cash deal. We want them to provide a second fob at no cost to us.

  

  Business Response

  Date: 08/12/2022

  An additional fob has been ordered.  The dealership will contact ************** directly to resolve this concern.  

  Customer Answer

  Date: 08/21/2022

   
  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,
  
  ***********************

  PS:  We are assuming that the dealership is providing the fob with no cost to us.  If that is not the case, I will submit another complaint.  Thanks for your quick action regarding this issue.

• Initial Complaint

  Date:08/11/2022

  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 bought a 2015 ****** Rogue in May from this dealership. It has a push start button but the second day I had it it started having issues with it to where I had to get the key out of the fob and put it next to the start button to get it to work. Napleton said they would fix the issue. They had me take it to a ****** dealership. They claimed they fixed it but it is not fixed. I had to take my car back to ****** dealership and they brought it back yesterday to my job. It is still not fixed.

  

  Business Response

  Date: 08/17/2022

  The store is working directly with ************** to address her concerns.  

• Initial Complaint

  Date:08/09/2022

  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 want to start by saying that the service department has been doing an outstanding job keeping me updated on all matters involving my vehicle. This complaint has nothing to do with them but my car has been in service since July 19th due to a well known engine oil consumption issue with ***'s. It took weeks for *** cooperate to approve or deny my service even though the issues had been acknowledged BEFORE my warranty expired so that should have happened much quicker. it is now 8/9 and i'm being told that it's going to take 2 more weeks...Honestly I understand these type of things can take a little while and i dont think anyone is sleeping on the job, but i have still not been offered a loaner car. I think it's ridiculous that you think it's acceptable to service a car for 1+ months for something that is a known *** issue without offering a vehicle. I've been having to uber to work and inconveniencing family members for rides for 3 weeks now and it sounds like that's going to last another 2 weeks. I am more confused than anything on how you think that is ok. I know people who get loaner cars when getting a brake job.

  

  Business Response

  Date: 08/12/2022

  ****************** vehicle is out of warranty.  We requested goodwill consideration for the repairs from *** and were granted the goodwill despite the vehicle being out of warranty.  The dealership will be in communication with ************** as the parts needed are on backorder.  

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  around june6,2022 my vehicle locked down and i couldnt move before that it was alarming saying cut off engine check hybrid system i then towed the car back to the dealer i was told it needed a battery and oil change which i paid for two weeks later after getting the car back the next day it alarmed stating cut off vehicle check hybrid system around june 21st i got the car towed back to the dealer in between getting treated poorly and disrespected i was told by the manager himself why i couldnt get in another vehicle yelled and said you know why you cant get into another vehicle because of your credit when i got the car back for the second time the car locked again on me and i once again got the vehicle towed to the dealer days prior they finally mentioned a rental which they were supposedly going to pay for it when i got there the rental place enterprise wanted all my information for the car i didnt trust that process since i got treated so poorly before so i didnt go through with it the last tow was july 28th for the third time for the same problem my goal is to get from under this bogus contract i was told by the finace company to have them fax over the diagnostic report for the *************************************************************************************************************************** saying anything far as the vehicle basically the whole deal with the vehicle was bad they got me into a car knowingly having problems with it prior

  

  Business Response

  Date: 08/12/2022

  The module to address this concern has been approved and ordered through ************************* will communicate with **************** once the part arrives.  We cannot offer a rental but we referred **************** to KIA *********** ((800) 333-4KIA) as they may reimburse for her transportation needs 

  Customer Answer

  Date: 08/19/2022

   
  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:08/08/2022

  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.

  Only July 1st I turned a vehicle in to their ******, ******* ******* Location. Their now former General Manger ******************* would never respond about how to refund the added options I bought such as the extended warranty, gap insurance, and ******************** After 2 weeks of silence from calls, text messages, and emails I reached out to the ******* office. Like magic I had a check for 2 of the 3 services. This time their sales manager ****** reached out to assist. However, I learned the $799 fee for Kahu/Lojack has not been refunded. ****** claimed it was non refundable so I called Lojack directly. Their customer service team requested by VIN and discovered no such service was ever activated. I called ****** to inform him of the problem. I was put aside for a few days and sent a text asking for an update, finally I was informed July 28th that a check was mailed with no check number or tracking provided. August 4th I contacted ******, he called the next morning talking about how the accounting team was still closing the month out and he would check. As of today, August, 8th I have not gotten a call or follow up, nor have I received a check or been provided with the alleged check number or tracking. Needless to say Napleton ******* has an interest free loan for $799 from me and this is my final nice attempt to resolve the case. I am asking only for the $799 for now and want it ASAP. The constant delay and excuses are no longer permissible and considering this business did in fact commit fraud I think asking for a refund is more than fair at this point.

  

  Business Response

  Date: 08/12/2022

  The dealership reimbursed ************ in late July.  ************ has communicated to the store that he is pleased with our response and the outcome.  We believe this matter to be closed.