Business Profile

New Car Dealers

Ed Napleton Automotive Group

Headquarters

Complaints

This profile includes complaints for Ed Napleton Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

720 total complaints in the last 3 years.
213 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/08/2025
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.
On 6/11/2024 me and my wife buy car Hyunday Santa Fe from Napleton Acura. Original deal was ***** plus trade in old car for *******. Financial lady make a mistake 3 times and still include unwanted services to ours account. They give to us flash drive with files, so we not check details, but next day (6/12/2024) we figure out and cancel the all 3 services with management approval. Napleton Acura send check to the bank with ours account for 2 of them, Amount of *******, after we figure out the mistake they make, we contact with **************** (general sales Manager) and he promise to send rest of the money (******) to the account. That happened about end of June. We waiting like two weeks and because money was not received, we starting conversation with Mr. **** ****** (general manager ) they keep saying, they send money and check been cashed, but Napleton never provide proof of that and we never received money to the account. After Mr. ****** ,case escalade to headquarters Napleton . Ms. **** ****** and Ms. ****** C ******* Office Manager. They already share my personal information with third party and ask me to waiting for ,I don't know how long time to resolve there problem with check obviously send to wrong bank and probably someone account. I can provide all information with emails, bank statements and cancelation paper. I still paying taxes and APR over services they wrongly put on ours account. I ask for sample return the money ASAP to us or ours account. If you can't resolve the problem, I have to file small case in the court for amount include all losses and sharing personal info. Thank you in advance.****** C ******* Office Manager North Palm Motors LLC-Northlake *** North *************Northlake ******* North Palm Autopark-Northlake Autopark ********** Acura Phone:********************** Direct:************ C. **** ******* Executive Assistant to ***** ******** Napleton's On Northlake direct: ************
Business Response
Date: 01/28/2025
Dear Better Business Bureau and Mr. ******************** you for bringing this matter to our attention. Upon reviewing our records, we have confirmed that a check for the remaining $854.93 was issued to ***************** on September 9, 2024, and successfully posted on September 26, 2024. Documentation supporting this, including transaction records and bank confirmation, has been attached.

We believe this resolves the matter, but if you have any further concerns or need additional assistance, please feel free to reach out to us directly. We appreciate your patience and understanding as we worked to address your concerns.

Sincerely,
Customer Answer
Date: 01/28/2025

Complaint: 22787217

I am rejecting this response because:
This money never been posted on my account. Bank 53 have investigated the check and they said,never have this one . Will be happy if I see SUPPORTED DOCUMENT FROM YOUR BANK FOR SUCCESSFUL TRANSACTION TO MY ACCOUNT. I have my account to prove,do not have transaction of this amount to my account.We already have this conversation on email and I have the email if you loose them.
Have a good day.

Have a good day.

Sincerely,

****** ******
Business Response
Date: 02/04/2025
To resolve this matter, the customer must contact **** ******* at ************ to sign the necessary release for ****************** fraud department. This step is required to facilitate any further action regarding the disputed funds. We appreciate the customer's cooperation in this process and encourage them to reach out as soon as possible.
Kind regards,
Customer Answer
Date: 02/05/2025

Complaint: 22787217

I am rejecting this response because:
Napleton say,cashed amount in my account, now playing with fraud case. Overall,that is waisting a time and delay. She have my email and phone number. Never send me anything to inform me about case. Just postpone and delay. I will try to contact her tomorrow 2/6/2025 and if not successful, fill case with court. Tire to deal with thefts. Sorry for that. Last answer was they send money,now they agree money is not there. What will be next?

Sincerely,

****** ******
Initial Complaint
Date:01/08/2025
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 ***** NX350h (Luxury Trim) from ***** of *********, **, on April 13, 2024. Shortly after purchase, I noticed a persistent rattling noise coming from the multimedia area of the vehicle. The noise occurs when driving on slightly uneven roads, and it has progressively worsened over time.Upon further investigation, I discovered that placing my hand on the top of the multimedia unit temporarily stops the noise, suggesting that something is loose inside the unit. This is not the quality I expected from a luxury brand like ******I first reported this issue via email to ***** Customer Assistance and ***** of Maplewood on November 20, 2024. I received a response from ****** ******, General Manager at ***** of Maplewood, stating that a solution would be provided within two business days. However, no further action was taken. I sent a follow-up email on December 13, 2024, but received no reply from either ******** escalate the matter further, I sent an additional email to ***************************** on January 7, 2025, explaining the situation and seeking assistance. As of today, I have not received any response or acknowledgment of my concerns.This lack of communication and inaction has been extremely disappointing. I reside in ************, and the nearest ***** dealership is in ***********, **, which requires significant travel and expense, including an overnight stay. Despite my repeated attempts to resolve this issue, it has now been over two months with no resolution or response.I am seeking:Immediate inspection and repair of the issue under warranty.Assistance with covering travel-related expenses incurred to bring my vehicle to the dealership for repair.I hope that ***** will prioritize this matter and work toward a prompt resolution. Please let me know if additional details are required.
Business Response
Date: 02/02/2025
***** **** is working with the ***************************** with ************* to resolve this case.
Kind regards,
Customer Answer
Date: 02/11/2025
Complaint: 22786454

I am rejecting this response because: I would like to clarify that this issue has not been resolved. The ***************************** contacted me by phone regarding this matter. Unfortunately, their response was not helpful. They informed me that the issue is not covered under the basic warranty, despite the fact that I purchased a brand-new vehicle, and the problem clearly stems from a factory defect. I strongly believe that I should not have to pay for a manufacturing issue or for the additional inconveniences caused by this situation. During the call, they assured me they would contact ***** of ********* to have someone reach out to me. However, as of today, no one from ***** of Maplewood has contacted me, further adding to my disappointment with their service. I find this experience to be highly frustrating and far below the level of service I expected from a luxury brand like *****. I would appreciate BBBs assistance in reopening this case and ensuring that ***** takes appropriate action to resolve the issue promptly. Thank you for your time and support. Please let me know if you need any additional details or documentation.

Sincerely,

***** Azad
Business Response
Date: 02/17/2025
We appreciate the opportunity to respond to this matter. The manufacturer, *****, determines what is and is not covered under the factory warranty. As a dealership, we do not have the authority to override factory warranty decisions.

We recommend that the customer continue working directly with ***** Customer Assistance to resolve this issue, as they are responsible for warranty determinations.

Please let us know if any further clarification is needed.
Kind regards,
Customer Answer
Date: 02/17/2025
Dear Customer Relations Representative,

Thank you for your continued assistance with this matter. I want to clarify that ***** Brand Engagement was not able to resolve my issue, as I previously mentioned.
***** of ********* has now stated that they do not have the authority to override ****** factory warranty decisions and that I must continue working with ***** directly. However, ***** Brand Engagement has already informed me over the phone that they will not cover this issue under warranty, despite it being a factory defect in a brand-new vehicle.
This response leaves me in a frustrating and unacceptable situation where neither ***** Corporate nor the dealership is taking responsibility for addressing a clear manufacturing issue. I should not have to pay for a defect that was present from the time of purchase. Furthermore, ***** Brand Engagement assured me they would contact ***** of Maplewood to arrange a resolution, but no one has reached out to me.
At this point, ***** has failed to provide any meaningful support, and I request that this case be kept open until a satisfactory resolution is reached. I would appreciate any assistance the BBB can provide in escalating this matter further.
Thank you for your time and support. Please let me know if you need any additional details.

Sincerely,
***** ****
Initial Complaint
Date:01/08/2025
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 purchase a used car 11/30 put $4000. It vibrated on highway. I returned it and got a lease put $4000 down 12/13. Calucated the 1st car as a down deposit on lease. Called to ask about $4000. No one returned my call. I called credit card to dispute 12/30 $4000 refunded. 1/4/25 2 cars showed up on my credit report called fiance manager and went to see him. Told me that I need to pay back the $4000 to fix my credit report. I am a 72years old woman and feel that they took advantage of me. $8000 is a lot of money for a senior on a fixed income. Tried to explain me how the value of owning a car for a week was worth $4000. They never returned my call to discuss this matter. Black mailed by filing 1st card on my credit report again on 1/3/25. It is still showing up on my credit report. The value of the 1st car should not include my $4000 payment if I put $1000 down instead would that change the car value.
Business Response
Date: 01/27/2025
***** ******* has worked directly with ***** ******** to resolve this concern.
Kind regards,
Initial Complaint
Date:01/07/2025
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 brand new vehicle from ** Napleton Acura car dealership. At the time of purchase, I bought a warranty from the dealer through ***** called ************ in the amount of $3400.00. I was having issues with my timing belt tensioner, sun roof, and caliper (all of which are covered under my warranty). The dealership declined my warranty and tried to charge me thousands of dollars for each repair instead. I have proof of a text from a service advisor from their backend customer service ********************** portal showing a clear breach of warranty. I am asking for a full refund of $3400 plus any taxes that I paid for my warranty in order to resolve the dispute. I am also asking ** Napleton Acura to pay $3000 (the amount quoted by you guys) to fix my sunroof IF Acura corporate does not cover it under good will (I am in discussion with them right now). You guys caused me A LOT of pain and suffering for over 1.5 years! It has effected my ability to go to work too since I use this car 7 days a week for my businesses.
Business Response
Date: 01/17/2025
Given that covered warranty repairs are the main source of business for any franchised service department, Mr. ******** allegations of Napleton's refusal to honor the warranty coverage provided by the manufacturer is obviously inaccurate. In short, there was nothing wrong with Mr. ******** calipers at his last visit . Other brake-related services (i.e. Pads, rotors, etc.) would not be covered under the terms of the warranty. Likewise, Napleton staff previously recommended timing belt repairs to Mr. ****** (timing belt, tensioner, water pump, etc.) which he refused. Napleton has no authorization from Mr. ****** to perform any additional work, nor has he scheduled an appointment for any such service. Barring additional information, there is nothing further we can do for Mr. ****** at this time.

Thank you,
Customer Answer
Date: 01/28/2025

Complaint: ********

I am rejecting this response because:
Hello,

My claim number is: ********. I do not agree with the businesses resolution. I agree that a franchises business model makes money from warranty claims, which is why it is so strange that they didnt cover the parts they said are broken under my warranty. Also, their response is inadequate regarding the brakes because they stated that the caliper is broken, and that part is indeed covered under the warranty. The employees at this dealership obviously have enacted on discrimination. They singled me out and did not cover my repairs simply to give me a hard time. I literally have the evidence that they breached my warranty. Thank you.

- Yuhib ******
Sincerely,

Yuhib ******
Business Response
Date: 02/04/2025
We acknowledge Mr. ******* continued dissatisfaction with our response; however, his claims remain unsubstantiated and misrepresent the facts. Mr. ****** did not raise concerns regarding his calipers with our service team before seeking service elsewhere. Had he done so, we would have invited him back for inspection. Our records indicate that we performed brake pad and rotor replacements, neither of which suggest an issue with the caliper.

Furthermore, our dealership has a long-standing history of addressing warranty-related repairs when valid claims are presented. We have covered repairs for Mr. ****** in the past when warranted, and we would have done so again had he returned to us rather than seeking service at other Acura dealerships. Our objective has never been to single out or deny service to any customer, and we categorically reject any insinuation of discrimination. Additionally, prior to withdrawing his initial BBB complaint, Mr. ****** contacted our dealership and requested that we cover all repairs now that his warranty has expired, in exchange for dropping the case. This request further undermines the validity of his claims. We remain committed to ethical business practices and fair treatment of all customers; however, we cannot honor demands that fall outside the scope of our obligations.

Sincerely,
Customer Answer
Date: 02/10/2025

Complaint: 22780022

I am rejecting this response because:

Dear ** Napleton Acura of Elmhurst,

I am writing to address the ongoing issues concerning the service provided by your dealership and the failure to honor warranty coverage for necessary repairs. I acknowledge your frustration and understand your continued concerns with my responses, but I must clarify the key facts and provide the context necessary to resolve this matter.
First, while I failed to raise the issue of the caliper directly, this oversight was not my responsibility. Your service advisor, as stated by your employee, identified the faulty caliper but neglected to replace it. Instead of performing the proper replacement, your team chose to reassemble it during a brake job, despite the caliper being deemed defective. It is my position that this caliper should have been replaced under the warranty that was in effect at the time.

Further, I must bring attention to your dealerships failure to properly diagnose and address other concerns. Specifically, while your dealership covered the replacement of the starter under warranty, the damaged tensioner was not identified during the repair process, resulting in my having to pay for an additional diagnostic. After paying for this second diagnosis, your team advised that the tensioner was not covered under warranty, despite the fact that the vehicle was still under warranty when the starter was replaced. It is clear that a failure to properly inspect the car led to the oversight of this additional repair.
Moreover, I find it misleading and inaccurate that your dealership now claims I contacted you seeking to cover all repairs following the expiration of my warranty. To clarify, I offered to resolve this issue amicably by requesting that your dealership cover the repairs related to the tensioner and the sunroof, both of which were diagnosed while the vehicle was still under warranty, as outlined in the supporting paperwork. I have not asked for coverage outside of the warranty period but instead requested that repairs that should have been covered under warranty, but were neglected, be addressed promptly. The paperwork in question clearly reflects that these issues were present during the warranty period, and your dealerships failure to perform these repairs constitutes a breach of the warranty terms.
Additionally, I would like to emphasize the inconsistency regarding the sunroof repair. On July 3, 2024, I brought my vehicle in for diagnosis, and the paperwork clearly states that I reported the sunroof shade falling out near the rear passenger side and requested an assessment. However, the same documentation also indicates that I "declined repairs at this time." It is perplexing that I would have declined a repair that was fully covered under warranty. This appears to be a misunderstanding that needs to be rectified.
Given these facts, I request that you promptly address the necessary repairs to the sunroof and timing belt tensioner. These items were diagnosed while the vehicle was under warranty and should have been covered at that time. I trust that, with your assistance, we can resolve this matter efficiently and in accordance with the terms of the warranty.
I appreciate your attention to this matter and look forward to your prompt response.

Sincerely,

Yuhib ******
Acura MDX A-Spec 2023
Initial Complaint
Date:01/06/2025
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 Nov 30th, I had my car towed to this location because of the battery being dead. they tested the battery and stated that it was dead and that it needed to be replaced along with it needing an oil change and new spark plugs. They also ran a diagnostic on the car and reprogram the car. The battery on the car is dead and it will not start. I have placed several calls to the dealership but I am not able to get anyone to return my ******** is a 2015 Maserati Ghibli. Total cost of repairs was ******* which I paid in full to the dealership service department.
Business Response
Date: 01/24/2025
******* ****** worked direclty with the Service Manager ***** ********** to resolve this concern.
Kind regards,
Initial Complaint
Date:01/05/2025
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.
09/03/24 Paid for a protection plan on vechile that I didn't sign or want. Manager ****** told me it was a mistake of the financial personnel. ****** give me two option only one is to wait two months and pay intrest or pay the full amount over 800 then get a refund for it. Have been waiting over three months on a refund. Send over paid in full letter from *** three months ago to ****** and nothing has been done for my refund.
Business Response
Date: 01/24/2025
**** ****** worked directly with the General Manager **** ***** to resolve this concern.
Kind regards,
Initial Complaint
Date:01/04/2025
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.
Amount of money paid and services not done. Damages to Interior, exterior of Sorento, electrical damages caused by **** theft of Viper Remote. Mental, emotional, psychological and financial abuse, loss of father and loss of wages.
Business Response
Date: 01/25/2025
***** ******** has escalated this case to another platform and the response will be given there.
Kind regards,
Initial Complaint
Date:01/03/2025
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 12/30/24, I met with saleswoman, ***** ***** and a salesman, to discuss purchasing an automobile. I inquired about a 2010 ***** Malibu LT. ** discussed what was needed to purchase automobile. The saleswoman worked with salesman to process my application and get me approved with a financing company. Both parties let me know that I was approved by unknown bank, "******************". I questioned why I would be approved by unknown bank when my credit score was excellent. I questioned why I would have to pay such a high interest rate when my credit score was excellent. The salesman reported that "******************" Bank was like a ******* bank which in my mind is accessible and have positive reviews. It was suggested that I could refinance the loan later on if I was not satisfied with the current finance company. I told them that I would not want to do that. I was never given a reason why the interest rate would be what it was 11%, again, if my credit score was excellent. I also inquired about why I did not qualify for the advertised deals and steals from ************ and Carfax. A low car payment estimated as low as a little over a hundred dollars. I talked with ***** ***** prior to my in person meeting, who reported that Napleton was offering no money down, 90 days before paying first car payment, and 15 days and or 5000 miles warranty. They only honored the 15 days and or 5000 miles warranty. I was not happy with my contract and I attempted to reached out to the "******************" several times on 01/02/2024 to discuss my loan. I left several messages but was unsuccessful with their automated system. I finally received a message back just before noon central time zone, reporting that they did not have an account in my name. I then proceeded to contact a salesperson from Napleton to discuss my dissatisfaction but was unsuccessful. I wanted to discuss dropping off the car but no one would call me back. I dropped car off 1/3/24 and was threaten by the salesman.
Business Response
Date: 01/10/2025
We understand Ms. ******* frustration with her recent vehicle purchase experience. However, we have acted in accordance with all applicable laws and regulations throughout the transaction.

We have reviewed Ms. ******* concerns and found that the facts do not support her claims about the financing process and the vehicle's condition. We provided her with all the necessary information about the financing options available, and she ultimately chose the financing package that best suited her needs.

We also thoroughly inspected the vehicle before she purchased it and found no evidence of any mechanical issues. We stand by the quality of our vehicles and our commitment to customer satisfaction.

Despite our belief that we have acted appropriately in this matter, we have reached an agreement with Ms. ***** to take the vehicle back. We value our customers and strive to ensure their satisfaction whenever possible.

We hope this resolution satisfies Ms. ***** and the Better Business Bureau.
Kind regards,
Initial Complaint
Date:01/01/2025
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.
+ September 2nd 2024.+ $17264.18 total. $2974 for service contract. i contacted the service contract company for a copy of coverage, and received zero response.+ Used vehicle with NO DAMAGE. a number of features are inoperable. i was also told it had additional features, but it does not. (verbal, so irrelevant, per additional features told.)+ I created an account on ********* to look for the vehicle manuals, because i was only provided with 1 digital manual. Scrolling through ***** website, i came across service history. 2 separate records, dated 04.26.2021 and 11.26.2021, were omitted to carfax. these records contained recommended repairs and services, that the previous owner declined to resolve. The recommendations were reported by ***** of Wayzata. There is a partial omission, on behalf of Maplewood as well, dated 08.14.2024. It states: SUBLET PDR. Since neither Maplewood, nor Wayzata reply to me, I have to rely on internet search to define that: a third party performed Paintless Dent Repair.+ I have tried to contact both dealerships, numerous times, with only one response: I will forward the info to the managers. That occurred on *****. I initiated contact with ***** at the corporate level on *****. They said they reached out to Wayzata a number of times, and were told a manager would contact me. After the 2nd or 3rd follow up, to which I stated I received no contact, they closed my case on *****, stating that since neither dealership is corporate, they cannot force either dealership to act.+Sales person provided 2 printed packets, same day of sale: Dealer Daily and Carfax. Dealer Daily states NO DAMAGE. Carfax did not contain omitted records.+1 (one) of the omitted records contains rodent infestation in 2021. After seeing this record, I searched under the hood and found rodent f**** on the engine (under engine cover) and along the side. I tried to use a car bomb to remove odor, and found cabin air filter door broken, which affects the entire hvac system
Business Response
Date: 01/21/2025
In response to Mr. ******* complaint, the dealership has addressed each of the concerns raised. The customer purchased a pre-owned vehicle "as-is" from the dealership.

Any issues with the vehicle that may have arisen after the sale are not the dealership's responsibility. Regarding the service contract, the dealership has provided a cancellation form that Mr. ***** can fill out and return to ******************************** to cancel the contract and receive a refund. The dealership has attempted to contact Mr. ***** but has not responded.

The dealership has acted appropriately in this situation and has attempted to work with the customer to address their concerns.
Kind regards,
Customer Answer
Date: 01/28/2025

Complaint: 22754477

I am rejecting this response because:
I recieved documentation from both carfax and dealer daily, provided by ********, stating no accidents, damage, and was well maintained. I already stated omitted records that indicate damage. I still question the condition of the vehicle. The cabin air filter blend door would have been damaged while signing paperwork. I acknowledge there were 2 phone calls, but I was unable to answer either time. I found service managers email in documents in acquistion paperwork, that listed his email. I sent at least 2 emails to that address, requesting communication via email. I received no replies or acknowledgements. My father also attempted to contacted the salemen, as well as myself, in attempts to find resolve, but received no replies or acknowledgements. "AS-IS" does not address, nor allow for omitted records.

Sincerely,

**** *****
Business Response
Date: 02/04/2025
**** ***** has escalated this concern and we are not able to respond on this platform.
Kind regards,
Customer Answer
Date: 02/11/2025

Complaint: 22754477

I am rejecting this response because:
i have no idea what 'has escalated this concern and we are not able to respond on this platform' means it does not address anything, and could be interpreted as a threat.
there has been some minor, vague conversation in email, but business insists on communication via undocumented format (phone). if they claim to be honest and legitimate, then why cant communication be held in email? their reply is further proof of this...

Sincerely,

**** *****
Initial Complaint
Date:01/01/2025
Type:Sales and Advertising 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.
7-14-23 Purchased a 2017 PORSCHE MACAN for $26,999, the advertised price was $25,999 (false advertising). I have ads from 3 websites (including their own) listing the price as $25,999, dated 7-13-24 the ads were still live the next day when I purchased. I also have text messages communicating with the dealership about the $25,999 price. They pulled a fast one the day of purchase, and put $26,999 on the paperwork. It was a rushed afternoon, my ************ was closing very soon, had to hurry there. So, didn't catch the extra $1000, they slipped in until afterwards.
Business Response
Date: 01/17/2025
BBB Case#: 22753128
Customer Name: ******* *****
Current Date: 2025.01.16

Dear Better Business Bureau,

Thank you for bringing this matter to our attention. We have reviewed the customer's concerns and have taken steps to address them.

The customer's primary concern was that the final purchase price of the vehicle was higher than the advertised price. We have reviewed the customer's documents and confirmed a clerical error on the paperwork. We have since refunded the customer for the difference between the agreed-upon and purchase prices.

We also understand that the customer felt rushed during the purchase process. We regret this and have taken steps to ensure that our sales team provides adequate time for customers to feel comfortable with this transaction.

We have addressed the customer's concerns and feel this matter is now resolved. Please let us know if you have any questions or require further information.

Kind regards,

Customer Answer
Date: 01/17/2025

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,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Ed Napleton Automotive Group is BBB Accredited.