Reviews
This profile includes reviews for Ed Napleton Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 236 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromSarah B.
Date: 01/29/2023
1 starSarah B.
Date: 01/29/2023
This company has knowingly put my life at risk MULTIPLE times as well as my unborn child and even after she was born. They have had a replace the engine several times and the same issue keeps happening. When I can literally hear the sound of the engine that nothing has been fixed the tell me to go get on the highways to "see if it will happen again" it has happen several times again from literally driving not even a mile off the lot. They keep my vehicle for months at a time with no solution cause sun damage from leaving it for months on end. I plan to get an attorney involved at this point. Especially after the management MOCKED my concerns for my infants safety. They KNOW the vehicle is not safe buy keep lying to saying the have changed out parts I have had other mechanics confirm never were.
Ed Napleton Automotive Group
Date: 02/01/2023
*******************************, thank you for taking the time to express your honest concerns. Based on the information you provided I cannot locate you in our system. When you get a chance, please reach out to us at **************.Review fromKathryn T
Date: 01/27/2023
1 starKathryn T
Date: 01/27/2023
This place is a nightmare. I brought my car in because I had trouble getting it to start. My regular mechanic said it was electrical, and said the dealer should be able to pinpoint it quickly. I had an appointment for Tuesday at 9:30am. They didn't even start looking at it until Thursday. They told me they couldn't replicate the problem, but it was likely the fuel pump, and recommended it replaced. I asked if they were sure it was the fuel pump and not electrical, they said absolutely, so I okayed the $1800 repair. They told me to come pick it up, and literally as soon as I got it home, it wouldn't start again. I made another appointment, dropped it off on Tuesday. I showed them video and sent it to them via email of the problem. They didn't look at it until Thursday, and said they couldn't replicate the problem. This is where it gets fun. I asked them then if they'd buy it. They transferred me to sales, who said when they plugged it in, so many problems showed up that it would be too expensive to repair and sell, so the best they could do was offer me $1,000 and sell it at auction. Remember, the service department told me no codes were popping up and it was fine. At that point, the red flags were just waving around, so I said I would just pick the vehicle up. I drove it right to another shop. I emailed the dealer explaining the above and asking for a refund. ************************* called me back and said I needed to bring it in for a third time. When I said I was uncomfortable because of the many reasons listed above, he said there was nothing he could do for me reimbursement wise since there's no proof of a problem. My husband and I were actually on the lot looking at a Dodge Challenger they had for sale, but now there is no way I'd ever do business with this dealer again.Ed Napleton Automotive Group
Date: 02/01/2023
Thank you for taking the time to express your honest concerns. Our Service Manager offered to inspect the vehicle and offer you transportation since it was a long drive for you. We are aware that you would like a full refund but without having the vehicle inspected and finding the problem we are not able to do that. If you need anything going forward, please feel free to give us a call!Review fromTenna K.
Date: 01/17/2023
1 starTenna K.
Date: 01/17/2023
Charged for bogus repair. Light on dashboard on my 2021 Highlander to take to dealer. Knowing how sensitive the computer is, car ran fine, took into service and they said I had put E-85 in the fuel tank. I did not do so, told them I didnt and they said they had sample in a glass jar that you can tell by looking that it is E-85 and if I didnt allow them to drop tank and drain it, they would void my warranty. Paid $427 of which $60 they said was for gas, tank was only 1/2 full, this was before $5 gallon gas, because I had no choice. They also did present the jar of supposed E-85 fuel they remove for me to have it checked. I took to my respectable, honest, long time personal mechanic and had them look at it after leaving Napletons. My mechanic said thry never dropped the tank as the straps had not even been moved to do so AND that one cannot distinguish E-85 fuel from regular fuel!!! I tried disputing the credit card charge used to pay Napletons but was forced to sign repair receipt before I could be given my key to leave the dealership. I reiterate that the vehicle had been driven approximately 100 miles after fueling before the check in light came on and ran fine. ****** learned is DO NOT GO TO NAPLETONS BECAUSE THEY WILL SCAM YOU!Ed Napleton Automotive Group
Date: 02/01/2023
Thank you for taking the time to express your honest concerns. The dealership waived the initial diagnostic charges on this concern to have the vehicle repaired right away. That way ************ can avoid potential further damage by driving the vehicle in its current state. The dealership saved a fuel sample in a large ***** jar so that ************ can potentially seek reimbursement from ******************* if the issue is a result of mislabeled fueled pumps. ************ stated that if it had the wrong fuel in the tank then it had to be from ******* gas station.Review fromLuis B
Date: 01/12/2023
1 starLuis B
Date: 01/12/2023
En febrero del ******************************* ***** ram 2016 el vendedor me dijo que podia demorar 3 meses yo acepte pero como ven va a cumplir un ao y no recibo solucin y me estoy viendo muy perjudicado que puedo hacer?Ed Napleton Automotive Group
Date: 02/01/2023
Hola ****! Lo lamento por su experiencia con Napleton. Con su informacin que usted presento, no puedo localizar cual concesionario estuvo trabajando con usted. Por favor de llamarme al ************** cuando tenga tiempo de platicar. Gracias!Review fromYolanda B
Date: 01/08/2023
5 starsYolanda B
Date: 01/08/2023
I was very pleased with my purchase of my 2023 telluride, the service was remarkable!!Ed Napleton Automotive Group
Date: 01/09/2023
Thank you so much for sharing your recent experience with us, *******! We work hard to provide each of our clients with the best automotive experience. We hope you continue to choose us for all your automotive needs!Review fromKelsey P
Date: 01/04/2023
1 starI bought a 2020 *** ****** in 2020 from ********'s **************. My *** was stolen in August of 2022. I understand that ********'s *** does not make these faulty vehicles. However as a business, I would expect to receive good customer service even after I have purchased something. I was fighting an insurance battle for almost 3 months, I was without a vehicle to get me to and from work, appointments, and just life in general, and on top of that I could not get this location to answer a simple question for me no matter how many times I had called. I did not have any of my paperwork from when I bought the vehicle as it was in the stolen car. I understand that I was at fault for that however, I know they have copies of all of this paperwork. I had called this dealership on multiple occasions over the span of a couple months on different days and different times, requesting a copy of my GAP contract. Multiple times I was told I would get a call back and I never did. Transferred to a voicemail many times. Finally, my insurance company decided my car was a total loss. I again had to call ********'s *** regarding my GAP insurance. When I called I had to argue to get someone on the phone. I finally got ahold of ***************************** who gave me a copy of my contract and advised me if my car was a total loss I would have to cancel my GAP contract. Obviously this is not something I had ever gone through so I did. I went to go get a new car and obviously did not go here. That is when I was told this person should have advised me to file a claim to cover the rest of my loan. Now I am stuck paying the remainder of my loan on a car I have not had in my possession since August. It makes me wonder how many people have been taken advantage of the way I was just so Napelton can save a few bucks? I feel completely angry and upset about this whole situation. I also feel like I shouldn't be in a position where I am responsible to pay for a car I do not own.Review fromMelissa R.
Date: 12/21/2022
1 starMelissa R.
Date: 12/21/2022
I bought a used jeep from the Arlington heights location last year with a warranty, a maintenance package, and a full sized spare tire (*********** a full sized tire). At the time of purchase I was assured how great it was they gave me the spare. Fast forward, I got a flat put spare on. Drive 3 all wheel drive light turned on. The tire was not the correct size for the vehicle. Despite being sold to me with my vehicle from the dealership. Put the new tire on the light never turned off. Took it in with my service package for my oil change have them verify the tire they sold me did not damage the 4 wheel drive. They assured me there should be no charge. Then upon leaving charged me $205 for diagnostic testing despite me stating to 2 service representatives and 1 assistant manager, I do not want it if there is a charge. Refused to waive it, refused to let me leave with my vehicle. The service manager ************************* was so egotistical, unprofessional, disrespectful, and ignorant. 3 managers shuffled me around between 1-3pm. My appointment was at 9:30. I was there from 9:30-3 trying to resolve said issue. Resulting in my calling the police. Whom tried to reason with ***** who remained unreasonable. They sold me the wrong size tire. The tire was the cause of the error code. But bc there was no damage they charged me for diagnostics. Are they replacing the tire with the correct size? No! Are they waving the fee? No! Will they take the tire that serves no purpose to me in exchange for the $205 diagnostic testing? No! I am a customer of your establishment and this is how you interact? ************************* (service) and ***** (finance: who was on speaker phone telling another manager Im your senior you come to me were the worst. If you interact with your staff and management team in that manner, it is a reflection of self. Ive been in management 15 years. These managers at this group location think that being hard, disrespectful, and inflexible to customers is the way to go.Ed Napleton Automotive Group
Date: 01/04/2023
Thank you for taking the time to express your honest concerns with us. We are disappointed to hear that you left our dealership feeling this way. But we do appreciate that you gave us a second chance and that we were able to turn this experience around for you!Review fromKamark C
Date: 12/07/2022
1 starTerrible business, every time I try to call and get in touch with *********** I never get put through, I got a 2020 *** practically new now they say it need a whole new transmission with my ******** should cover and now it wont cover it and my *** ******** wont cover it and I talk to the ** manager and he was very rude and he was yelling at me I wouldnt recommend them to nobodyReview fromMichael G
Date: 12/06/2022
1 starMichael G
Date: 12/06/2022
I went in to get an oil change and discovered my undercover had be removed without my consent. I immediately noticed and talked to the manager by the name of ****. I know I had a cover because I did some work and brought the tool to remove the clips from the cover. However **** told me I didn't.which infuriates me. If you want poor service and liars.a would suggest going to a reputable company go elsewhere .Ed Napleton Automotive Group
Date: 01/05/2023
Thank you for taking the time to express your honest concerns with us. Our service manager explained to you that no shield needs to be removed in order to perform an oil change. The service manager also retrieved a printout of your vehicle and showed you all the ******* from the printout matched all the ******* on your vehicle. We thank you for taking the time to go over all of this with our service manager and we hope we changed your experience around!Review fromMike O
Date: 11/30/2022
1 starMike O
Date: 11/30/2022
Have two *** ******** have always bought them to Napleton ************** for service. Our 2020 Sorento was brought from Enterprise over two years ago. At 66k the transmission goes out and Napleton says it's out of warranty because power train warranty on second owner is reduced to 60k. However they keep the car for almost 3 weeks with no news if *** would be willing to cover the repair. We talked to *** Customer Relations and they said it was up to Napleton if they wanted to cover the cost of repair. Napleton said it was not up to them but big ***. So we got the runaround for 3 weeks hoping for a positive outcome with no offer of rental and no news. Very disappointed that Napleton did not help us in this situation. Very stressful experience. We do not recommend Napleton *** since they do not back their cars.Ed Napleton Automotive Group
Date: 01/05/2023
Thank you for taking the time to express your honest concerns with us. Even though it seems like we let you down the first time, we would like to appreciate you for giving our service department a second chance on servicing your vehicle and making it a better experience the second time!
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.