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

  
• 

  Ed Napleton Automotive Group

  1000 Lawrence Ave Ellwood City, PA 16117

  
• 

  Wyoming Valley Subaru

  1470 Highway 315 Blvd Ste 2 Wilkes Barre, PA 18702

  
• 

  Napleton KIA of Fishers

  13417 Britton Park Rd Fishers, IN 46038

  
• 

  Napleton Kia of Carmel

  4500 E 96th St Indianapolis, IN 46240

  

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:02/10/2025

  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.

  Dealer failed to report my Tesla to the ITS and refuses to return my calls since August

  

  Business Response

  Date: 02/28/2025

  Glorimarie ******** is working directly with the Client Relations Manager ******* ******* to resolve this concern.

  Kind regards, 

• Initial Complaint

  Date:02/05/2025

  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.

  They sold me a car on 10/10/23 which was pre-owned certified. I went to sell the car on 9/13/24 to ****** and found out the car had a salvage title. When back to Napleton's with this information and proof. I asked them to take the car back and refund me the monies I had paid for car. The only option they gave me was to buy a new car. That was the only way they would take back the car. They claim they knew nothing about. I find that hard to believe when 4 insurance companies and another major dealership like ****** did.

  

  Business Response

  Date: 02/25/2025

  We are in receipt of Mr. ***** ******* complaint regarding the vehicle he purchased from our dealership on October 10, 2023. We appreciate the opportunity to clarify this matter.
  
  
  At the time of sale, Mr. ***** was provided with a CARFAX Vehicle History Report, which he reviewed and signed. This report did not indicate any salvage branding or title concerns. Our dealership relies on reputable third-party sources, such as CARFAX, to disclose prior vehicle history, and we make every reasonable effort to ensure full transparency with our customers. We have included a copy of the CARFAX report from the date of purchase, which supports our position that no salvage title was reported at the time of sale.
  
  
  Furthermore, we have also obtained the most recent CARFAX report, which confirms that the vehicle's title history, as disclosed at the time of sale, remained consistent until the time of purchase. If any changes to the vehicle's title branding occurred after the transaction, they were not reported to us at the time of sale or reflected in the vehicle history reports we obtained. It is important to note that title changes can occur post-sale due to various factors, such as undisclosed insurance claims or DMV reporting delays, which are beyond our control.
  
  
  When Mr. ***** brought this matter to our attention, we reviewed the available information and, in good faith, offered to assist him with a trade-in option to help resolve his concerns. However, as the dealership had no prior knowledge of a salvage title and relied on the information provided by ****** at the time of sale, we cannot be held responsible for any subsequent title discrepancies that were not disclosed at the time of purchase.
  
  
  We regret that Mr. ***** is dissatisfied with the outcome, but based on the evidence available, including the signed CARFAX report and title history at the time of sale, we do not find grounds to issue a refund. We remain committed to assisting him in any reasonable manner, including further exploring options for a trade-in or providing documentation for him to pursue recourse with CARFAX or the appropriate state authorities.
  
  
  Please let us know if any additional documentation is required for your review. We appreciate your time and consideration in this matter.
  

  Sincerely,
  

  
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22905540
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 03/09/2025

  I have ****** along with All State, State Farm, Progressive and Geico all telling me that the car has a salvage title. All State and State Farm would not got give me coverage. *********** would but at a higher price. Geico was charging me $432 a month because of it. They sold the car at auction and Im curious to know if they disclosed that it has a salvage title. Then I a was charged a $1000 for gap on the new car which I canceled and they still to this day have refunded that money.

  

  Business Response

  Date: 04/09/2025

  We are in receipt of Mr. ***** ******* complaint regarding the vehicle he purchased from our dealership on October 10, 2023. We appreciate the opportunity to clarify this matter.
  
  At the time of sale, Mr. ***** was provided with a CARFAX Vehicle History Report, which he reviewed and signed. This report did not indicate any salvage branding or title concerns. Our dealership relies on reputable third-party sources, such as CARFAX, to disclose prior vehicle history, and we make every reasonable effort to ensure full transparency with our customers. We have included a copy of the CARFAX report from the date of purchase, which supports our position that no salvage title was reported at the time of sale.
  
  Furthermore, we have also obtained the most recent CARFAX report, which confirms that the vehicle's title history, as disclosed at the time of sale, remained consistent until the time of purchase. If any changes to the vehicle's title branding occurred after the transaction, they were not reported to us at the time of sale or reflected in the vehicle history reports we obtained. It is important to note that title changes can occur post-sale due to various factors, such as undisclosed insurance claims or DMV reporting delays, which are beyond our control.
  
  When Mr. ***** brought this matter to our attention, we reviewed the available information and, in good faith, offered to assist him with a trade-in option to help resolve his concerns. However, as the dealership had no prior knowledge of a salvage title and relied on the information provided by ****** at the time of sale, we cannot be held responsible for any subsequent title discrepancies that were not disclosed at the time of purchase.
  
  We regret that Mr. ***** is dissatisfied with the outcome, but based on the evidence available, including the signed CARFAX report and title history at the time of sale, we do not find grounds to issue a refund. We remain committed to assisting him in any reasonable manner, including further exploring options for a trade-in or providing documentation for him to pursue recourse with CARFAX or the appropriate state authorities.
  
  Please let us know if any additional documentation is required for your review. We appreciate your time and consideration in this matter.

  Sincerely,

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 22905540
  
  I am rejecting this response because: 

  The insurance provider ******** informed me that they reported the salvage title stated on the *** documentation on 4/6/23 was reported on 4/9/23. So there's no way Napelton didn't know about the title issue prior to selling me the vehicle several months later. As I explained in my complaint, 4 major insurance companies and another large nationwide dealership could see a salvage title from before the vehicle was sold to me pre-owned certified. When the vehicle was sold at auction after I bought it back was it sold as is with a salvage title? Also I don't see any response to the fact I canceled the *** a week later on the new car I had to get. To this day it has yet to be canceled. I was only given one option to deal with this matter. Which was not fair to me as a consumer. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/11/2025

  Thank you for reaching out regarding the title status of vehicle VIN *****************.
  

  To assist with your concern, we used the Illinois Secretary of States Title & Registration Status Inquiry tool to verify the vehicles title history. This is a public service provided by the State of Illinois that allows anyone to confirm whether a vehicle has a clean title, salvage history, or other designations.

  How to Verify Title Status:
  Visit the official site: ****************************
  Enter the 17-digit VIN number.
  Click "Submit" to view the current title and registration status.
  

  For transparency, we have attached a copy of the results to this response. Based on the inquiry, the vehicle currently holds a [insert status here: e.g., "clean title"].
  

  Should you have any additional questions or need help with the verification process, feel free to contact us directly.
  

  Sincerely,

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 22905540
  
  I am rejecting this response because: again All State, Progressive, State Farm and Geico all said the same thing about the title. Also ******. I really don't understand how 4 major insurance companies and a major dealership are al saying the same thing. Furthermore I noticed you all haven't addressed the cancelation of the *** coverage on my new car. Which I provided the paperwork for that.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/04/2025

  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 contacted the dealer about a ***** to confirm the listed price of $29,308 plus taxes, with no extra fees. Since I was traveling from *****, I verified the price during the call, and they assured me it was accurate. They also confirmed they accepted **** for financing.The issues began after the test drive when we moved on to discussing the trade-in and signing paperwork. They had taken my drivers license for the test drive and my keys for the trade-in appraisal. While we disagreed on the trade-in value, I had no complaints about that, and we simply removed it from the transaction. However, they added $2,000 worth of warranties that I never requested and was not informed about when I called to confirm pricing before my trip. With state taxes and additional fees, the total price increased by nearly $5,700. When I declined the warranties, the salesperson repeatedly asked about my target monthly payment, making it clear he was more interested in maximizing the payment rather than providing the final price. After I reiterated that I did not want the warranties, he claimed they were mandatory. However, I had verified the pricing beforehand and was never informed of a required $2,000 warranty. If the company mandates these add-ons, they should be included in the listed price. Omitting this information is deceptive and misleading.I asked for my keys and license to leave, but they continued pushing to discuss numbers and attempted to withhold my belongings. I made it clear that I would not continue the conversation until I had my license and keys in hand. After they finally returned them, I listened to the sales manager, who stated they could remove one of the warranties but would add an $899 pre-delivery fee for a vehicle already on-site. Additionally, they claimed I had to finance through them and that they did not accept ****, despite confirming twice, once over the phone and again in person, that they did.I left, and did not purchase the vehicle.

  

  Business Response

  Date: 02/25/2025

  We appreciate the opportunity to respond to the complaint filed by Ms. **** ******. Napleton's ********** of ******* is committed to providing transparent and fair business practices, and we take all customer concerns seriously. Ms. ****** inquired about the pricing of a Tesla listed at $29,308 and confirmed that USAA financing was accepted. Upon arrival at our dealership, she test-drove the vehicle and engaged in a trade-in appraisal, which was ultimately removed from the transaction after a debate on valuation. During the purchasing discussion, additional products and warranties were presented to Ms. ****** as optional offerings, consistent with standard industry practices. Ms. ****** declined the warranties, and there was an extended discussion regarding financing options.
  
  Our $899 pre-delivery fee is standard across all Florida Napleton dealerships and is not contingent upon any additional warranties. We regret any miscommunication regarding financing. While **** financing is accepted, certain financing structures may necessitate dealer-facilitated alternatives. At no time were Ms. ******** license or keys intentionally withheld; they were returned promptly following the completion of the appraisal process.
  
  While we strive to ensure that our pricing and sales processes are clear and transparent, we acknowledge Ms. ******** concerns and will review our communication practices to reinforce clarity regarding optional products and fees. Regarding Ms. ******** request for reimbursement of travel expenses and modifications to advertising disclosures, we maintain that our pricing policies align with standard industry practices. However, we remain committed to fostering a positive customer experience and welcome further discussion to reach a satisfactory resolution.
  
  Please let us know how we may further assist in addressing this matter

  Kind regards, 

• Initial Complaint

  Date:02/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a *** ******** along with an extended warranty from Napleton *** in Fishers in December 2023. In 2024, I traded that vehicle on November 30. December 3, I reached out to Napleton by phone. I was transferred multiple times and told I would receive a call back. At that time I also submitted an online inquiry on their websites contact us feature. After receiving no response, on December 17, I reached out to Napleton by phone again to request the refund for the remaining amount of my warranty, again having to leave a message. I received the necessary paperwork from ***** ******** via email and returned it immediately to his email. Never receiving any confirmation, I followed up again on January 1 to his email, copying ****** ***. Again, no response. I have followed up by email again today. I attempted to call last week but again transferred multiple times. *************************************** ***********************************

  

  Business Response

  Date: 02/21/2025

  ******* ********* is working direclty with the General Manager ***** ***** to resolve this concern. 

  Kind regards, 

• Initial Complaint

  Date:01/25/2025

  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.

  On Saturday January 4th, I went into the dealership to purchase a vehicle. I was talking to the sales *** and was told I would be able to get 5000 dollars off the sales price of a vehicle I was looking to purchase. When I got to the unprofessional finance manager, Zuvonte. He was rude, unprofessional, in a rush and was not listening to what was being said and was not willing to honor what was discussed with the sales *** ******* And come to find out while dealing with my personal band private financial documents he was on the phone and was on FaceTime. Im appalled at this kind of behavior! Coming from someone who has claimed to have years of experience in this field. This kind of behavior should be frowned upon and makes me wonder how many other people have been affected by his behavior!

  

  Business Response

  Date: 02/10/2025

  We have reviewed Ms. ******* ********* complaint regarding an alleged vehicle purchase experience at our dealership. After conducting an internal investigation, we have no record of this individual purchasing a vehicle from us. Additionally, a search of our sales database does not show any transaction or inquiry associated with the provided phone number or email address.
  
  However, we identified a customer with the same last name who purchased a ******* Tucson on Monday. This transaction did not involve the finance manager mentioned in the complaint, nor did any details match the person who filed the report. While we take all customer concerns seriously, there is no verifiable connection between this claim and a transaction at our dealership.
  
  Furthermore, the allegation regarding our sales representative, ******, is inconsistent with our experience. ****** has been a valued team member for 17 years, and his workstation is close to management. We have never received a complaint of this nature about him, and based on our direct observations, it is highly unlikely that he would have made the statements alleged in the complaint.
  
  That said, we will conduct a further internal review to ensure that our staff maintains the highest level of professionalism. If you require any additional information, please let us know. We appreciate the opportunity to clarify this matter.
  
  Sincerely,

• Initial Complaint

  Date:01/25/2025

  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.

  12/30/24 - took car for diagnostic of oil leak. Napleton's ordered the part and I scheduled repair for 1/20/25. Took car for repair and promised it back by noon. 4:15pm on 1/20/25 received call to say car was ready for pick up. Arrived to pick up and advisor said the paperwork was stuck in parts but he would email it to me. Asked daily starting 1/21/25 for a copy of my paperwork and reported that car still eaking oil. Finally on 1/25/25 received paperwork by text. Paperwork shows they did a diagnostice on 1/20/25 and that no repair was made. Called back in an attempt to ask his this is possible and was forwarded to voicemail.

  

  Business Response

  Date: 02/11/2025

  ******* of Urbana acknowledges the concerns raised by Ms. **** ****** regarding her vehicle repair. Upon bringing her vehicle in for an oil leak diagnosis on 12/30/2024, the necessary parts were ordered, and a repair appointment was scheduled for 1/20/2025. At the time of service, it was determined that an additional gasket, which was expected to be included with the housing, was missing and required a separate order. This unforeseen issue prevented the completion of the repair. The service advisor communicated this to Ms. ****** at the time of pickup, and she chose to take possession of the vehicle despite the incomplete repair. The required part was subsequently ordered and received on 2/7/2025. Since then, multiple attempts have been made to contact Ms. ****** to schedule the installation, but she has not responded. We remain ready and willing to complete the necessary repairs at Ms. ******** earliest convenience. Please advise if further clarification is needed.
  
  Sincerely,

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22856710
  
  I am rejecting this response because: On 1/20/25 my service advisor was ***** *****. ***** did not inform me that an additional gasket was needed (as you can see from the attached text exchange). ***** allowed me to believe that my vehicle had been fixed but said that my paperwork was stuck in the parts department and would be emailed to me upon his receipt. I then texted ***** daily that week asking for a copy of my paperwork and reporting that my oil was still leaking. It was not until Saturday, January 25, 2025 that ***** texted me a copy of my paperwork showing that nothing had been fixed on my car. I asked ***** to explain but he would not answer my calls or texts. On January 28, 2025 I received a phone call from **** **** at Napleton's, apologizing for the inconvenience they had caused and he offered to schedule the repair at anytime and promised my vehicle would be fixed. We scheduled the appointment for Friday, January 31, 2024 at 8:00am. When I arrived on 1/31/25, originally they could not find my appointment in the system. After some further looking the service advisor was able to find the appointment that **** had scheduled. I had the service advisor confirm that the parts were there before leaving the facility. The service advisor assured me they parts were there and that my vehicle would be ready by 4:00pm. At 3:27pm on 1/31/25 I received a text from ***** stating my car would not be finished today and that at 3:30pm they had not even started anything on my car. ***** then stated that he had made this appointment and that it wasn't scheduled until the next week. I corrected ***** (by text) and told him that **** **** had called me to schedule the appointment. On 1/31/25 at 4:17pm I sent the attached email to ***** *****, ****** ****** and **** ****. No one contacted me from Napleton's until 2/10/25. I can't comprehend why Napelton's would lie and say they have attempted to call me. On 2/10/25 I received an email from ***** ******** asking me to email him or contact him to schedule a time to fix my ********. I called ***** on 2/11/25 and he scheduled an appointment for me to bring my car in on 2/12/25 at 8:00 am and reported that they would clear their schedule to get my vehicle fixed. ***** also confirmed that the parts were in fact at Napleton's. We shall see what happens at tomorrow's appointment. This has been a nightmare and repeated waste of my time. It's sickening how they have lied about attempts to call me. I want the vehicle fixed and have answered every text, email and call I have ever received from Napleton's.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 02/18/2025

  **** ****** is working directly with ***** ******** to resolve this concern. 

  Kind regards, 

  Customer Answer

  Date: 02/20/2025

   
  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:01/24/2025

  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 2024 used Dodge Ram from Napleton ***************** for $50,353 (pre trade-in) on 12/27/2024 which had ~16k miles on it and had a truck bed cover on it (BAKflip G2). The first few weeks post purchase the truck was only used for driving locally to/from home and train station and the truck bed cover was not used/touched. Upon driving the truck on the highway for the first time (1/19/25) (with my wife and 2 young daughters), once the truck up got up to 65pmh, the truck bed cover (BAKflip G2) immediately flew off the back of truck and almost caused subsequent accidents to cars driving directly behind the truck at the time. Upon researching the truck bed cover make and model it is clear that there are supposed to two flat bolts with rubber washers that secure the cover (cab side) to silver slotted brackets underneath. To the extent the bolts came loose/detached, they would have fallen into the bed of the truck based on how they are installed up into the metal brackets; however, there were no bolts in the bed of the truck. Upon contacting the dealership and reporting the incident, the dealership communicated (specifically the *** **** **************) that it takes no responsibility for selling a truck that had a bed cover not properly installed / checked and posed a major safety hazard. Additionally, the dealership refuses to repair the truck / provide a replacement cover (cost ~$1,350 for new cover uninstalled). Ultimately the dealership was happy to advertise and sell the truck as having a truck bed cover, but not care about checking the safety of the truck bed cover before letting a customer purchase and drive off with a large safety concern and zero attempt at trying to make things better after the becoming aware of the issue. I hope others can read this and take this into consideration when assessing how vehicles may be sold at Napleton **************************************** and dealt with by its GM.

  

  Business Response

  Date: 02/10/2025

  We appreciate the opportunity to address Case #******** regarding ************** concerns about the truck bed cover on his recently purchased 2024 Dodge Ram from CDJR of *****************. The vehicle underwent a thorough safety and mechanical inspection before the sale, and at the time of delivery, the truck bed cover was properly secured.
  
  We understand how frustrating this situation must be for Mr. ***** and we truly regret any inconvenience this has caused. After careful review, we have determined that the truck bed cover detachment occurred after the purchase and was not due to any oversight by the dealership. However, because we value our customers and want to help find a resolution, we would happily work with Mr. **** to obtain a replacement cover at the dealership cost.
  
  Customer satisfaction and safety remain our top priorities, and we appreciate the opportunity to assist in any way we can. Please let us know how we can help facilitate this solution.
  
  Sincerely,
  
  

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22854691

  I am rejecting this response due to the lack of clarity in Napleton Corporates initial statement, the absence of follow-up communication, and the misleading nature of the discount offered.
  

  Corporates response on the BBB website initially appeared to suggest that a replacement cover would be provided at their cost/expense. However, the vague wording led to multiple interpretations. To clarify, I attempted to contact Napleton Corporate 45 times over the course of a week, leaving my contact information each time and even a voicemail in one instance. Despite these efforts, I never received a single follow up response via phone or email.

  Due to the lack of communication, I resorted to sending a screenshot of Corporates BBB response to the Napleton ***************************************** customer relations team for clarification. After several days, I finally received a text message stating "...after further review of this - corporate was saying that they can sell a bed cover at dealership cost meaning at a discount... not at the dealership costs." which turned out to be $1,395more expensive than purchasing the same cover directly from the manufacturer for $1,308.

  In summary, Corporates response was initially misleading, no effort was made to clarify their position despite multiple outreach attempts, and the supposed discount was actually more expensive than purchasing the item independently. The lack of communication, follow-up, and a genuine resolution is highly disappointing.
  Sincerely, **** ****

  

  Business Response

  Date: 02/21/2025

  We appreciate the opportunity to respond to Mr. ***** concerns regarding his recent experience. We regret that our previous response may have been misinterpreted, and we apologize for any confusion it may have caused.
  
  To clarify, the dealership stands by its decision in this matter. All policies and procedures were followed in accordance with standard dealership and manufacturer guidelines. While we understand Mr. ***** disappointment, our position remains unchanged.
  
  We will provide additional information should Mr. **** require further clarification. We appreciate the opportunity to respond and remain committed to transparency and customer service.

  Kind regards, 

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22854691
  
  Nothing has been resolved and the extent of poor communication and lack of accountability by Company personnel throughout this process has been been very disappointing. The company has lost any future consideration from my family buying again from their dealerships or using any of their services, and I will be sure to share my experiences going forward with anyone that may be in the car market. 
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/27/24, I brought my car in to address the check engine light being on. After running diagnostic test, it was found that several repairs needed to be made. Once the repairs were completed, the check engine light went off. I drove the car for several months, but once again the check engine light came on. I brought the car back to show them that the issue still existed and to request that another diagnostic test be performed. They told me that they could not do it and that I could leave the car. They stated that it could take up to 2 weeks to perform the test. I asked it I could make an appointment to bring it in specifically for the test. They stated that they do not do that and it is first come first serve. I was asked it I could bring it back at a later time. I have attempted to bring the car back at least 4 times including the last time 1/20/25 to have this test done because the light goes off and on. I am unable to take the car in for the emissions test until the issue with the check engine light is resolved. Since they did the initial repairs, I want them to look into why this is still an issue especially after paying over $800 to repair the car.

  

  Business Response

  Date: 02/07/2025

  We appreciate the opportunity to address Ms. ****** *****' concerns. Upon review, the services performed in July 2024 were limited to two oil changes and a tune-up, which were maintenance requests based on the vehicle's age and mileage. No concern regarding a check engine light was noted on the repair order at that time.
  
  The intermittent check engine light described in the complaint appears to be a new, unrelated issue. We are happy to assist Ms. ***** in diagnosing and resolving this concern. As a standard policy, diagnostics for intermittent issues require a $195 diagnostic fee. If the issue is found to be related to the spark plugs replaced during the prior service, they are covered under a 12-month/12,000-mile warranty.
  
  Ms. ***** is welcome to schedule an appointment, though we ask for her understanding that intermittent concerns may require her to leave the vehicle to replicate the issue.

  Kind regards, 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22851152
  
  I am rejecting this response because:  there are several adjustments that are needed before I will accept the response.  First, the service tech ****** did not notate that my check engine light was on when I brought the vehicle in for service.  I did not notice that it was not included in the description of my issue with the car.  That is why I brought it into this service department which I have been using since I purchased the car.  He is the one who stated that after the engine system test (diagnostic) was completed, it indicated that the following was needed:  replace spark plugs, fuel induction service and replace PCV.  I agreed with the diagnoses and approved for the work to be done.  Once it was completed, I paid for the service and the engine light was off.  Months later, the engine light was back on.  The last 4 times I have brought it back, they keep telling me that they have to hold it for up to 2 weeks before they can look at it.  I will agree with their response if when I schedule to bring it in, that they schedule to run the diagnostic test within a few days not weeks and that I can use a loaner car since I still have to go to work and I need a vehicle.  I just want my car repaired in a timely manner, so that I will pass the emission test.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 02/21/2025

  We appreciate the opportunity to address Ms. ****** *****' concerns. Upon review, the services performed in July 2024 were limited to two oil changes and a tune-up, which were maintenance requests based on the vehicle's age and mileage. No concern regarding a check engine light was noted on the repair order at that time.
  
  The intermittent check engine light described in the complaint appears to be a new, unrelated issue. We are happy to assist Ms. ***** in diagnosing and resolving this concern. As a standard policy, diagnostics for intermittent issues require a $195 diagnostic fee. If the issue is found to be related to the spark plugs replaced during the prior service, they are covered under a 12-month/12,000-mile warranty.
  
  Ms. ***** is welcome to schedule an appointment, though we ask for her understanding that intermittent concerns may require her to leave the vehicle to replicate the issue.

  Kind regards, 

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22851152
  
  I am rejecting this response because:
  Good evening,
  
  I had missed the last communication regarding the resolution of my issue.  I do not have a problem bringing the car in but some of my questions were not answered regarding a loaner car and how long will it take to run this test.  I was told originally 2 weeks before they look at it.  I would like a closer timeframe.  I tried to answer in the portal, but since it was closed, I could not respond.  I really need this resolved before the end of April which is when my plate sticker expires.    
  
  ****** *****
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:01/22/2025

  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 2017 Yukon Denali in September of 2020. The vehicle has had numerous issues since it drove off the lot. The first issue took 5 months for Napleton to confess they never inspected the vehicle before it was sold to me. I was told they replaced the faulty struts once we brought it back in. Fast forward to 8 months later - the struts are bad. Only 8k miles on them. Brought them to a mechanic where he confirmed the original struts were still on the Yukon. I reached out to Napleton for the 6th time and each manager (different one each time because their turnover is crazy) and I was told they had the original receipts from the struts they "purchased" from auto zone. I asked for that documentation and even offered to pick it up myself. No response back. Then I go on to realize the Yukon was in a HORRIBLE wreck prior to me purchasing. Crazy thing is, that piece of Carfax report was MISSING. Don't forget, they also had a lawsuit against them for selling fake warranties and adding fraudulent charges on vehicles. I found this out when I took the Yukon in to get the struts fixed AGAIN by a separate mechanic - where he verified with the warranty company that they wouldn't cover any of my issues (even though i had paid 6k for this warranty).I have called numerous times and cannot get a call back from anyone "important" from Napleton. ****, a previous ** offered to buy the Yukon back from me. When I reached back out to him a few days later.. he no longer worked there. Unfortunately, this is a repeating cycle with Napleton. I have tons of physical documentation regarding all of these issues.

  

  Business Response

  Date: 02/21/2025

  We want to acknowledge Ms. ******* concerns and assure you that we are committed to working toward a resolution. Recently, there has been an unexpected change in leadership at our dealership. We would like to allow our new General Manager, ******* *****, to review this matter and work toward a solution.
  
  If Mr. ***** has not already, he will contact Ms. ***** shortly to discuss the next steps. We appreciate your patience as we work through this transition and ensure that Ms. ******* concerns are addressed properly.
  
  Please let us know if you require any further information at this time.

  Kind regards, 

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22843602
  
  I am rejecting this response because: there has been at least 10 leadership positions i have spoken to over the past years. This will always be an issue. Nobody will return my calls. 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 03/07/2025

  We ask ****** ***** to return/answer the call to discuss the concern with the new General Manager ******* *****. 

  Kind regards, 

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, January 10th 2025, my 2021 *** K5s check engine light illuminated on my way to work around 7:30am. I took my car to Napleton ************** with an appointment time set for 11:30am on Saturday the 11th with a promise that my car would be diagnosed by Tuesday the 14th by service advisor ****** ******. Arriving on the 14th I awaited Mr. ******* call with an update and possible diagnosis. Upon calling I was greeted by Ms. ***** a service representative, who stated that I was placed on a 3 business day diagnosis hold and that Mr. ****** would give me a call by end of day with an update. Mr. ****** did not return my call and for the next 2 days did not call with any updates until Wednesday the 15th where the only update i received is that my car has been dispatched to a technician for diagnosis and I would not receive any updates until Wednesday until Friday the 17th due to him being off Thursday. On Thursday I then received a call from a new service advisor, *** ********. Mr. ******** swiftly diagnosed my car and got me out of the door by end of day Thursday claiming my car had been fixed. Upon receiving my car it is still driving the exact same way I left it and as of today, January 22nd, 2025, after 2 times calling and both times being told that a technician will be contacted about the matter I have not heard a single word from Mr. ******** or anybody at Napleton **************. I am seeking a refund from a service that did nothing to help the problem at hand!

  

  Business Response

  Date: 02/07/2025

  We are responding to Mr. ******* ****** complaint regarding the service performed on his 2021 *** K5 at Napleton's ***************
  
  On January 23, 2025, Mr. **** returned to our dealership stating that his check engine light had re-illuminated. Our ***************** Manager offered to perform a diagnostic inspection, free of charge, to determine whether the issue was related to the prior repair. Mr. **** declined this offer and stated he would take his vehicle to a shop of his choosing.
  
  We remain ready to assist and have informed Mr. **** that if the issue is related to our previous service, it will be addressed under the 12-month/12,000-mile warranty. However, without the opportunity to inspect the vehicle, we cannot verify the cause of the issue or take further action.
  
  Kind regards,