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:01/21/2025

  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.

  1-2-25 left message with finance requesting guidance on a ****** followed up 2 days later followed up a week later left message no one answers or returns calls. The 2 times a operator answered she could only offer to send me to the same voicemail and gave me an email that was 1-15 still no reply. I live over an hour away and Im worried that if I go Ill have to spend the day there and or want resolve anything its sad! Unprofessional unresponsive but will over communicate when seeking a sale!

  

  Business Response

  Date: 02/10/2025

  We appreciate the opportunity to respond to Ms. ******* concerns regarding her vehicle title. After reviewing the situation, we confirm that the title was originally provided to the customer; however, she has since reported it lost due to a break-in. To assist her in obtaining a duplicate, we have sent her a copy of the bill of sale along with Missouri Form 768, which she needs to complete and return. Once we receive the signed form, we will proceed with the application for a duplicate dealer title, which generally takes 6-8 weeks.
  
  We acknowledge Ms. ******* frustration regarding communication delays and regret any inconvenience caused. Her calls were not directed to the appropriate department, which may have contributed to her difficulty obtaining a timely response. Moving forward, our team, including Disa and ****, are working to resolve the matter efficiently.
  
  Please let us know if any further clarification is needed.
  
  Sincerely,

• Initial Complaint

  Date:01/21/2025

  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 have been repeatedly treated less than poor and discriminated against in regards to vehicle service and inflamed pricing to complete said service. I have an extended warranty on my vehicle, which is a 2017 ****************** Due to contractual means I HAVE to take my vehicle to a certified ********** service department. Napleton Auto group is the only certified provider within 100 miles. I've been leveraged consistently because of this. My vehicle has been at Napleton's service department 4 times in the last 6-7 months and I have invoices to prove it. They keep my vehicle for weeks at a time and Never have a loaner for me. They charge me for work that should be covered under warranty and tell me it's there policy. There were two times in 2024 where my car went in for service, for a repeat-repair, something Napleton just fixed. Due to my warranty, they would state the problem is fixed for the 2nd time, and then purposely find a "warranty covered" repair I did not know of OR request as a problem just so they can get paid! This is Napleton's way of abusing warranty funds, because they can't bill warranty company for same repair they previously submitted for pay, so they search to find another warranty issue with my car, so they can get paid!In the last 30 days they tried to do the above again. I did not Sign the warranty papers. I dropped my vehicle off Nov 28th, 2024 and didn't receive my car back till Dec 28th. My car's radio was inoperable for the 3rd time after been serviced by Napleton. When I finally received vehicle on Dec 28th, they told me they fixed my lights and light switch unbeknownst to me. I asked why didn't they tell me and they said, "Well, it's covered under your warranty right?, so we just fixed it." 5 days or so later, my vehicle battery was dead again and car would not start! I called and left a message to get car repaired and to date, Napleton has not returned my call for repair via text or phone.

  

  Business Response

  Date: 02/07/2025

  We appreciate the opportunity to formally address Mr. ****** concerns regarding his experiences with our service department.

  First, the assertion that loaner vehicles were not provided during service is factually inaccurate. Our records indicate that Mr. ***** was provided a loaner vehicle for every service appointment. We remain committed to this practice and have already communicated to Mr. ***** that a loaner vehicle will be made available for his upcoming visit as soon as one becomes available.

  Second, regarding the headlight switch repair, we maintain that this service was conducted with Mr. ****** prior knowledge and consent. We possess documentation and text message correspondence confirming that Mr. ***** was informed of the repair before it was performed. This claim of unapproved service is therefore without merit.

  Finally, we wish to directly address Mr. ****** recent accusation that we intentionally left a fuse out of his vehicle to cause additional issues. This claim is categorically false and entirely unsubstantiated. We deny this allegation in the strongest terms, as such actions would not only be counterproductive but also contrary to our professional standards and commitment to customer service.

  We appreciate the opportunity to clarify this matter and remain willing to collaborate to reach an equitable resolution.

  Kind regards, 

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22837901
  
  I am rejecting this response because: The vehicle was operable for a total of 4 days after being serviced at Napleton. With that being said, the fixing of the light switch, which was not mentioned by me as an issue with the car upon dropping the car off on November 29, 2025. I didn't find out about "light switch" issue until I picked car up. The primary concern was my radio interface would scramble between stations continuously. My car was serviced at Napleton 3 times for this same radio scrambling issue over a 6 month period. This was there primary reason for scheduling the Nov 29th service appointment in hopes to finally rectify the issue.

  Radio issue dates back to July 2024. I've attached text screenshots between myself and former Service Advisor (Jurron), Service Manager (*******) and current Service Manager (*****).

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

  

  Business Response

  Date: 02/21/2025

  ****** ***** is working with the Service Manager ***** ********** to resolve any additional concerns. 

  Kind regards, 

  Customer Answer

  Date: 02/23/2025

   
  Complaint: 22837901
  
  I am rejecting this response because:

  I've talked to ******* with Napleton Corporate, as well as, ***** at Napleton ************ in ************. Claims of loaner vehicle being issued at every service appointment needs to be verified. Again, I often had to pay for my own rental car, and then re-imbursed through Alfa Care. 
  

  In regard to moving forward, myself and Napleton have discussed next steps to rectify this situation. If we can't come to a resolution, I'll submit live video recordings and text messages to substantiate my claim if needed.

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

• Initial Complaint

  Date:01/20/2025

  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.

  I have taken in a 2008 *** ****** twice for the same service, check engine light on due to a wheel speed sensor. The first time I was charged $230 diagnostics fee and was told that the sensor was loose and they tightened it along with the left cable on the battery. The next day I drove it to work, the check engine light came back on. I called the service department and they got it in promptly. This second time the service tech said that the aftermarket parts installed previously from a different auto shop was the issue. Napleton *** ordered new parts and installed them charging me $830 the second time. I got the car on 12/18/24 and The next morning on my way to work, the check engine light came back on. I have called on 12/27/24 and left a message with shop manager **** to ask whats the next steps to getting my car fixed. I have also called *** ******** ******* on 1/6/25 and again today 1/20/25 they also called **** and left a message for him to return my call. I feel this has gone on way too long and I need answers to getting my car fixed correctly! I would like to speak to someone above **** because clearly he doesnt want to help me.

  

  Business Response

  Date: 02/07/2025

  The dealership continues to work with **** ****** to come to a mutually agreeded upon resolution & we will update the BBB once we have resolved this case. 

  Kind regards, 

  Customer Answer

  Date: 02/10/2025

   
  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:01/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The vehicle lease started on 10/31/21 and ends in 38 months. I paid $18,264.55. The Contract states $13,703.33 + FL tax for the buyout. The dealer quoted $18,015.49. This is $3,185 in extra unwanted services not in the contract. No resolution was offered. I am seeking the correct buyout price as agreed.

  

  Business Response

  Date: 02/07/2025

  We apologize for any inconvenience or misunderstanding which may have occurred during Mr. ******* interactions with staff. While optional products and services were offered, they were not required. Mr. ***** has since been in touch with staff who were able to clear up the miscommunication. I am happy to report that the lease buyout transaction was completed and Mr. ***** is fully satisfied. 

  Thank you, 

• Initial Complaint

  Date:01/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2025 ****** Tundra. During the credit approval process, I was approved for a 2.99% interest rate through *************************. However, during the closing process, the dealerships finance manager informed me that this rate was contingent upon purchasing an extended warranty costing nearly $4,000. Without this additional purchase, the interest rate would increase to 5.99%. He stated that I could always refinance later if I didnt like the higher rate and that though the special rate may have been advertised, it always says see dealer for details. The it sounds as though this was a dealer led scheme, he stated they would have to call ****** ****************** again. However, I dont believe *** was consulted.This condition was not disclosed during the approval process or in ******* publicly advertised financing terms, which I had reviewed prior to my purchase. ****** advertised the 2.99% interest rate as a standard financing offer without stipulating that additional products must be purchased to qualify.I believe this practice may violate:1.Illinois Consumer Fraud and Deceptive Business Practices Act, which prohibits unfair and deceptive business practices.2.Truth in Lending Act (TILA), which requires clear and complete disclosure of financing terms.The dealerships actions coerced me into purchasing the extended warranty to avoid a significantly higher interest rate, which I feel was both unethical and potentially illegal.I am requesting that your office investigate this matter and determine if the dealership engaged in deceptive practices.

  

  Business Response

  Date: 02/10/2025

  We have thoroughly reviewed the complaint submitted by Mr. **** and would like to provide clarification on the matter. Contrary to his claims, the dealership did honor the 2.99% financing rate through ****** ****************** without requiring the purchase of any additional products. Mr. **** did not purchase any finance-related products, including an extended warranty. Furthermore, we have made multiple attempts to contact him via phone, email, and text to address his concerns, but he has been entirely unresponsive. Given our efforts to resolve this matter and that his financing was provided as initially approved, we find the allegations in this complaint to be completely unfounded. Please advise on the next steps regarding this case.
  
  Sincerely,

• Initial Complaint

  Date:01/18/2025

  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.

  I brought my vehicle to the dealership on 12/11/24 for a recall repair and was initially told it would be completed by the end of the day. However, the dealership did not finish the repair as promised. That same evening, after making several follow-up calls, no one answered, and the service manager never returned my calls. The dealership did provide a shuttle service to take me home, but they never contacted me to arrange for the pickup of my vehicle.I had to arrange for someone to drive me back to the dealership to get more information. Only then was I informed that the vehicle required additional transmission warranty repairs, and they provided me with a loaner ***********, over a month has passed, and the dealership is still unable to provide a clear timeline for when my vehicle will be ready. Despite repeated inquiries, I have not received satisfactory updates or resolution regarding the completion of the repairs. I am frustrated by the lack of communication and the ongoing delays, and I am seeking assistance in resolving this matter.

  

  Business Response

  Date: 01/27/2025

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

  Kind regards, 

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22829100
  
  I am rejecting this response because:

  I appreciate the initial contact and attempts to resolve the situation, but several issues remain unresolved. First, the vehicle was returned dirty, despite assurances it would be cleaned. A few days later, I had a flat tire caused by a nail, and the vehicle did not provide any warning about low tire pressure. (Another driver had to alert me to pull over.) I had to take it to Napleton Northlake, where they also were surprised by the lack of alert. Additionally, the General Manager promised a $100 gift card for the inconvenience, but I have yet to receive it, and he has not responded to multiple attempts to follow up. I request that these matters be resolved promptly, including the promised compensation, and a clear timeline be provided for resolution. Thank you.

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

  

  Business Response

  Date: 02/04/2025

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

  Kind regards, 

  Customer Answer

  Date: 02/05/2025

   
  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:01/18/2025

  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.

  Purchased a used car from their lot in December of 2024. Financed the car and gave $4,000 cash doen. Contract included dealership processing my plates since I am out of state buyer and they would send me replacement side mirror for the damaged side mirror of car. Attempted to contact dealership and sales person and managers and titling manager over where the title is and at what process of registering my plates they were on. I have been ignored all month of January. My temp plates expire 01/20/2025. It is 01/18/2025 and I have yet to hear back from anyone. Those 2 or 3 people i did get the chance to talk to, 2 sales managers and the titling manager have told me they would call me back. I have yet to receive a call back or any answers. The tracking number I got from them when they supposedly sent out the title or plates, it shows delivered but delivered to the wrong place. I called said location and they don't have it. I called the *** and they don't have it. Tried calling dealership and no answers. I like the car. I want the car. I don't want to drive with no title, expired temp tags, and no way to get proper plates either.. if it means returning the car then so be it. I can provide copy of contract upon request.

  

  Business Response

  Date: 02/10/2025

  We appreciate the opportunity to respond to case #******** regarding Mr. **** ********* concerns. The customer's title work was processed and sent to ******'s appropriate central processing center. When the customer first inquired, the local license branch did not have a record of it. However, we confirmed that the matter was resolved after further review and follow-up.
  
  Our team last spoke with Mr. ******* on Saturday, January 25th, and he confirmed that everything is now in order. We strive to provide timely and effective customer service, and we regret any frustration or inconvenience caused during the process. Please let us know if additional information is required to close this matter.
  
  Sincerely,
  
  

• Initial Complaint

  Date:01/17/2025

  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 have a warranty and they are supposed to replace my engine. I started having complications and then the oil was not in my car. I had to get ********** to put oil in my car. They said they can&#**;t replace my engine until my check engine light comes on and the best that they could do was to let my engine blow. I see that they have a class action lawsuit on them. It is a recall and I don&#**;t have to wait for a check engine light to come on. There is a recall on those motors.I would like to be compensated for this issue, to pay off the remainder of my car)

  

  Business Response

  Date: 02/07/2025

  Thank you for bringing Mr. ******** concerns to our attention. We have reviewed his case and would like to provide the following clarification:
  
  After examining the relevant records, we found that Mr. ******** vehicle has no open engine campaigns. Engine-related concerns for this vehicle are covered under an extended warranty program, which is distinct from a service campaign. Additionally, the vehicle has a salvage-branded title as of January 2024. Per ***'s policy, vehicles with salvage or total-loss branding are not eligible for coverage under the extended warranty.
  
  As eligibility decisions for warranty or recall coverage are determined at the manufacturer level, not the dealership level, we encourage Mr. ****** to contact the ****************** directly for further clarification regarding his vehicle's coverage:
  ******************: **************
  
  We hope this explanation addresses the matter and provides a pathway for Mr. ****** to receive further clarification from *** directly. We remain available to support the resolution process if any additional assistance is required.
  
  Sincerely,
  
  

• Initial Complaint

  Date:01/16/2025

  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 4/25/24 I purchased a used vehicle from Napleton *****************. They never did an inspection on the car before they sold it to me. The car came with damages totaling $16k. I purchased the car for $15k. I asked them to fix the car since the car should have never been sold in the first place. They gave me the run around for months. First, it was the service department didn't have appointments available for months. Then it turned into I had to wait 90 days for my warranty to kick in and everything would be covered. By calling my warranty company, I found out that was a lie. There was no ***** period on my warranty, however, Napleton sold me the worst warranty they could sell. The only thing out of a $16k repair that was covered was a brand new transmission. According to my salesperson, Napleton finally agreed to fix my car, after 9 months of back and forth. I took the car to them and they confirmed all the damage. Now they are refusing to fix anything on the car. I am left with a repair total of $7k on a car that was sold with all the damages and no inspection. If they would have performed the inspection like they were supposed to, that car would have never passed.

  

  Business Response

  Date: 02/07/2025

  We appreciate the opportunity to respond to *************** concerns regarding her vehicle purchase from Napleton *****************. Upon review of our records, we can confirm that an inspection was conducted on April 13, 2024, when the vehicle had 66k miles. At that time, suggested repairs totaling $5,999.79 were documented. The customer subsequently serviced her vehicle at ****** CDJR on October 7, 2024, at ****** miles, where the transmission was replaced.
  
  Ms. ***** elected a powertrain warranty at purchase, providing drivetrain components coverage. However, our management team has confirmed that the current repairs in question did not exist at the time of sale and, therefore, do not fall under the scope of her policy. While we understand her frustration, we have made good-faith efforts to assist by offering a discounted rate for additional repairs. Furthermore, we explored options to trade her out of the vehicle, but financing challenges prevented this solution.
  
  We remain willing to work with Ms. ***** toward a reasonable resolution and encourage her to discuss available options.

  Kind regards, 

• Initial Complaint

  Date:01/11/2025

  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 VISITED THIS LOCATION ON 01/10/2025 TO TRY TO OBTAIN A CAR AND HAD A HORRIBLE EXPERIENCE.I TALK TO THE THE GENERAL MANAGER ABOUT SITUATION OF ONE OF HIS SALESMEN THAT SALES CAR.SOMEONE REALLY NEED TO LOOK INTO THIS BUINESS AT THIS LOCATION.THEIRS A LOT OF RACIAL PROFILING,FALSE ADVERTISEMENT,SALESMEN GIVING FALSE CREDIT CHECK INFORMATION AND NOT RUNNING PEOPLE CREDIT THREW THE SYSTEM THE LEGAL WAY AND DENYING APPLICATION ON THEIR MALICE WITH FAKE CREDIT CHECKS.THIS BUINESS NEED TO BE INVESTAGATED ON BAD BUINESS PRACTICES.A LOT OF UNDER HANDED STUFF GOING ON AT THIS LOCATION

  

  Business Response

  Date: 01/28/2025

  Thank you for the opportunity to respond to Case# ********. On January 10, 2025, Mr. ******* ******* visited our dealership to apply for vehicle financing. His application was submitted to four lenders, none of which provided approval.

  Mr. ******* was advised that a cosigner or additional funds for a down payment would be necessary to proceed.
  

  We have reviewed the matter thoroughly, and all processes and procedures were followed appropriately, including the issuance of an adverse action notice in compliance with regulatory requirements. As a courtesy, we compensated Mr. ******* for the time and fuel spent during his visits.

  Kind regards, 

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22797683
  
  I am rejecting this response because: GAS CARD CAN NEVER COVER 3 HARD INQUIRIES ON MY CREDIT MAKING IT DIFFICULT FOR ME TO GO TO ANOTHER CAR DEALERSHIP TO OBTAIN A ****** NOT OK WITH YOU ALL DOING THAT AND LYING WITH FALSE ADVERTISING PROMISING ME TO BRING THE AMOUNT I TOLD THEM I HAD AND I WAS GONE LEAVE IN CAR THAT DAY.THE SALESMAN I SPOKE TO THAT DAY IS HORRIBLE AND BIAS.ALSO THEY LIED ABOUT MY CREDIT SCORE BEING "0" AND MY CREDIT IN THE 600.I ALSO KNOW OTHER PEOPLE WENT TO THIS PLACE HAD A BAD EXPERIENCE DEALING WITH THEM.I WOULDN'T RECOMMEND PEOPLE TO SHOP THERE FOR CARS
  
  Sincerely,
  
  Majique *******

   

  

  Business Response

  Date: 02/07/2025

  In regard to Majique ********* BBB case, our position remains unchanged.

  Kind regards,