ComplaintsforEd Napleton Automotive Group

• Initial Complaint

  10/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a new vehicle in Jan 2024 from Napleton ******* in *********. The paperwork submitted by financing to *************** was $2000 more than it should have been. *************** eventually refunded the $2000 to the dealer. However I paid the vehicle off before the refund was issued. I over paid by $1950.97. ******* sent me a check for $409.23. I also paid $141.43 in interest which leaves an over payment of $1400.31. A second issue is that I put down $500 to hold the vehicle as it wasnt at the dealership yet. That $500 was not credited in any of the paperwork. So the dealership owes me a total refund of $1900.31. $1400.31 over payment on financing and $500 down payment not credited.;I have tried to contact Napleton ******* in Urbana multiple times since Sept 3, 2024 through the finance department, customer service and the **. There has been absolutely zero response. On Oct 15 I left a voicemail for ******* ********* at the corporate office. As of today (Oct 23) there has still been no response. I would like the courtesy of being responded to, an explanation of why they don't believe I overpaid, and a refund of $1900.31 The total lack of any response from so many different people within this organization is quite disappointing as a way to conduct business with a customer. It certainly wasn't that way when I was in the market for a new vehicle.

  

  Business response

  11/11/2024

  **** ************* is working direclty with the Platform Director ***** ******** to resolve this concern. 

  Kind regards, 

  Customer response

  11/11/2024

   
  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 ***** has been resolved.
  
  Sincerely,
  
  **** *************

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to receive an oil change and tire rotation. My left drivers side tire was at 29 very low. I did not have time to add air. When my service was completed, I began driving my vehicle and the low tire pressure came back on. I realized it was the same tire. I use this company for both maintenance of my vehicle and feel they are not rotating my tires and this time I have proof by my same tire on the same side. I would like my refund for all my tire rotations due to believing they have not done so each time.

  

  Business response

  11/04/2024

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

  Kind regards, 

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a pre own vehicle (Acura MDX) from this dealership. Was told a few times that the car has 2 keys during test drive and before I agreed to start the buying process. The car seller also mentioned and shown us the car key tag said 2. However, When we got the car, we were only given 1 key and they said they would look for the 2nd key. Spoke to the manager and he said to email the front and back of the key that we had to the seller. When i came to pick up the title 2 weeks later, the seller said he didnt receive my email with the key pictures. So I asked him to take the pictures of the key with his phone right there and give it to the manager. 2 weeks passed, I called and left a message and didnt hear back from them. I purchased the vehicle on Sept 10th.

  

  Business response

  11/04/2024

  *** ****** worked directly with the Platform Director *** ******** to resolve this concern. 

  Best, 

  Customer response

  11/08/2024

   
  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

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went to off lease and purchased a vehicle on 8/26/2024. Not even a week later the car starts to have issues. This is a 2020 *** optima with only 65k miles on it. The heat goes out and wont blow hot air and the engine runs extremely cold. I tell them about this issue and their response was to take it to their shop and file a claim with our extended warranty. That in itself is terrible customer service. Fast forward to the date I have to drop it off and they tell me because its a *** that I would have to take it to their Napleton *** shop across the highway, so I did. They had my car for THREE WEEKS, with no rental or courtesy car. There is no reason why my car should have been kept for that long. I called every day just for them to tell me it is next to get looked at and the person I was working with was on vacation so no one knew what was going on with my car. Again, terrible customer service. Fast forward to when they tell me the issue with the car and say that they think its the heater core and that they need to flush it out. Then proceed to tell me that its not covered under warranty and I will have to pay out of pocket for it over $400. I shouldnt have had to pay a single dollar. But anyways, the day after I get the car back its having the EXACT same issues. *** about you but its cold outside and driving a car with no heat is torture. I call back and they tell me I need a new heater core. So you sold me a car knowing it had issues with it and refused to fix it and made me come out of pocket for something I should not have had to. But has no problem sending me an email every week asking for a positive review from me. Im going to do everything I can to make this an issue for you even if that means getting a lawyer involved and I absolutely will leave a review on anything I can do people know to avoid buying a car here.

  

  Business response

  11/04/2024

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

  Best, 

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Due to lack of communication from the retailer/dealer, I know have a financial loss of $1000 from Enterprise rental car company. I had to rent a vehicle to get back and forth to work. I did make contact on 10/10/24 by driving up there only to be told that my car has not been looked at, and that the service tech will be pulling it in on Friday 10/11/24 for diagnostic testing. Still no follow up phone call/email or even text message. This is totally unacceptable from Gensis. At the time of my drop off appointment on 10/2, I was told there was a back log of 5 days. I agreed to leave my car their because of the issue I was having and it did not make sense for me to bring it back home, and then eventually would probably have to have it towed to the dealer. Mind you I had to rent a car from 10/4-10/15/24 so that I could get back and forth to work. I returned that vehicle back to Enterprise on 10/15/24 because I could not afford to keep it another day. This has cost me a financial loss of $1,000. I am so disappointed in ******* and the lack of consideration for their customers, I wouldn't even care how long they had t keep the car as long as I was in a loaner at their cost. It's not my fault that there is a back log, or that ******* only have 2 dealerships here in *******. What I am asking Napelton of Carmel/******* to do for me is reimburse me for my financial loss of renting a car, and mind you as of today I still have not heard from anyone, nor do I have any transportation. This a top of the line company I would have never thought I would be treated in this manner.

  

  Business response

  11/04/2024

  ******* ******* has an appointment on 11/05/2024 to resolve any outstanding concerns. 

  Kind regards, 

• Initial Complaint

  10/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Complaint Regarding Title, Registration, and Contract Issues I am writing to file a complaint against Napleton Urbana ******* for failing to provide my vehicles title, registration, license plate, and finalized contract, as well as for discrepancies in the tax documentation.On June 20, 2024, I purchased a 2022 ****** Altima (VIN:*****************,Stock #: PBCT09422) from Napleton Urbana ******* for a total of $21,632, which included all fees. I made a $3,000 deposit via debit card and paid the remaining $18,632 by check. The vehicle was delivered to me on June 21, 2024, after full payment was made.Since then, I have only received a temporary plate that is valid for three months(767AB686). Despite my numerous calls to **** **** (Manager) and **** ******* (Salesperson), I have been given inconsistent updates. They assured me that the title and registration were either settled or in *********** September, I contacted the Illinois Secretary of State and was informed that the title transfer was initiated on July 8, 2024, but they had not yet received the payment or necessary documentation from the dealership. To date, I have not received the completed documents for the title, registration, or license plates.Furthermore, I am concerned about discrepancies in the contract and tax documentation. After reviewing the tax documents, I noticed that the amounts listed did not match what I actually paid. I raised this issue with the dealership, and they agreed to revise the contracts onsite, assuring me that corrections would be made. However, I have not received a finalized copy of the contract, despite signing all documents provided to me at the time of *********** has now been nearly four months since my purchase, and these ongoing issues have caused me significant inconvenience and frustration. I am requesting your assistance in ensuring that Napleton Urbana ******* completes the title and registration process and provides me with the finalized documents promptly.

  

  Business response

  11/04/2024

  ****** **** is working with the Platform Director ***** ******** to resolve this concern. 

  Kind regards, 

  
  

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/20/2023 I purchased a brand new 2024 ********** Tonale Ti from ** Napleton Italian Imports in ************. After 5 months and nearly 5100 miles, the car started having problems indicated by an array of warning lights. On March 19, 2024, the dealer took the car to their service shop in at their dealership in ************ and attempted to fix the problems for six months, after which they claimed to have fixed the car and returned it to me. Drove the car for 5 and a half DAYS when all the initial warning lights plus a new ones such as a red turtle indicated diminished performance, service engine light, transmission light, battery light, etc. lighted the dashboard. Called the dealer repeatedly and was told they did not have a loaner but would work on it. After a week, on September 25, 2024 the car DIED!!!! in the middle a busy intersection at 5:15 p.m. It took three police officers and two police cars to keep me and my son who was in the car safe till the car was towed to my house. The next day, the dealer sent a tow truck and towed the car back to the dealer service shop where the car SIT NOW!!! Even the service department is at a loss after SEVEN months what to do with the car. With the exception of the service manager, I have received NO HELP OR ASSISTACE OR COOPERATION from the dealership or the ** to resolve this problem. The car clearly and fully fits as a LEMON at least under my state's law and yet no resolution or help is coming either from the dealership or **********. I Have reached to **** customer service and was told today that my request for resolution was denied with NO EXPLANATION. Indiana Lemon Law says .. if the dealer cannot fix the problem in 30 days, They have not been able to solve the problem in SEVEN TIMES 30 DAYS!!!!!

  

  Business response

  10/15/2024

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

  Kind regards, 

  Customer response

  10/17/2024

   
  Complaint: 22408808
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ********

  The business's response is at best a "NON-response!"  After 7 months of trying to fix this car (please see original complaint for full detail), and the car sitting at the dealer's service department, a more substantial response and explanation is needed.

  The business must clearly explain their plan of action and a reasonable timeline to accomplish this plan.  Furthermore, what, if any, outcomes are expected as the result to remedy and correct the problem.  After 7 months of dragging feet and the great inconvenience and lack of customer service, a mere **** ******** is working with the ** to resolve the issue"  is right down insulting.  I **** ********) have been trying to do exactly that for the past 7 months with little or no efforts on the part of the dealership (except for the service manager).  It is past due for some action and RESULTS.

  

  Business response

  11/04/2024

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

  Kind regards, 

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from the ***** of Milwaukee Dealership on September 13th 2024. When i got to the lot I saw the car and thought the Carfax had said it had been in no accidents there was damage to the front left bumper. When purchasing the vehicle i was told that they would try to fix the bumper, so i brought the car in to get it detailed and then I talked to the service person i believe his name was *****. ***** told me that he was going to get the car sent out and have it looked at and fixed, and also i mentioned some other things that i found in the car the Rear Driver Side Headrest was malfunctioning and there was a crack in the passenger door Applique. I was told that parts for theses things would be ordered. Now they would have taken the car then and there to have it sent out i was told but i wasn't 21 at the time (my birthday is ***********) so I could not be given a loaner to use while they had it. So i was told that i would be called when they figured out how to get me a loaner and my car sent out at the same time. It is now October 9th 2024 and i have been texting with the woman that sold me the car ********* **** and id been texting her without response from the 25th of September, now today i text again about not having received word about the service i was told would happen on my car and now im being told that i can go to a salvage yard and look for the parts and that she never knew about any parts being ordered. I spent a total of ****** on this 2014 ********** Tiguan Sel 2100 debit and 8700 through a **** car loan. I would just like to have my situation resolved and it seems like i have to go through you guys to get that.

  

  Business response

  11/02/2024

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

  Kind regards, 

• Initial Complaint

  10/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Tuesday September 24 2024 As part of the process of evaluating a car I wanted to evaluate prior to buying, I was informed I need to sign a credit. The dealership promised not to file a credit check ( which I had signed until I selected a car to purchase). I was examining an Avalon, but decided it did not meet my needs. I told the salesman I needed to evaluate the sound system before proceeding with a credit check. I emphasized I did not want to check my credit until I evaluated the car in detail. He agreed. My last step what to compare the sound system of the Avalon I own with the one owned by the dealership. It was not as good as mine, and since that was a very important criterion to me, the car (a used Avalon) was not suitable and I told the saleman (sounds like Avener). I did not want it and to not procede with any credit check as I had previously instructed. At the exact time he and iI listened to my sound system and I found the one in the Dealerships care less desireable, I asked if my credit had been checked, he said "no". I said it did not want it checked and he said it would not be. The next morning I I received email contacts from four credit unions that my credit had been checked and had changed as a result. This incident damaged my credit. I had not hard inquires for a year or so .I repeatedly over four days tried to contact a manager at Napleton's North ************* left many telephone message to see if the issue could be resolved as a mistake on their part to the credit agencies, but did not have any replies from the manages of Napleton's North ************* I would like for them to contact the credit agencies to reverse their mistake. My ability to buy an automobile depending on the excellent credit that I have built over many years has been harmed.

  

  Business response

  10/26/2024

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

  Kind regards, 

   

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently learned my ***** Blazer that I bought from them back in August 13th (and probably driven a total of 9 or 10 days) needs a new torque converter costing me nearly $3,600. I have now had four major issues with this vehicle in that span totaling $6,400. While I understand things can happen to both used and new vehicles when theyre driven off the lot, this has gotten out of control. They repaired my radiator, but Ive had to cover my thermostat, temperature sensor, and now have to replace a torque converter that I cannot afford. But here is what really bothers me. When the vehicle was brought in for the radiator and temp sensor issue, I was informed by my salesman that things were going to be taken care of by them. Upon picking up my vehicle, one of their technicians said that the sensor was just acting up which was the opposite of what another ***** dealer told ******* (my car salesman) and their technicians. Having this knowledge, they decided just to do the radiator leaving me with the sensor and thermostat repair to my surprise. I was lied to when they knew exactly what it needed and they took the cheaper route by just repairing one of the problems. I thought the least they could do after all of this is split the cost with me on the torque converter after putting a vehicle on their lot with these many issues. *** ***, the sales manager, met with us in person the other week to talk things over. During the meeting, he seemed very empathetic towards my situation. However, just after a few days, he changed his position drastically and said that he and the ** (***) is not helping with the cost whatsoever. As I read one of the other reviews on ******, I noticed that they claimed everyone of our vehicles goes through a thorough inspection process and are ready for retail purchase. As a customer, all I can do is research the vehicle, look at the carfax, take it for a test drive and trust them when they say that their vehicles are properly looked over.

  

  Business response

  10/26/2024

  Thank you for bringing your concerns to our attention. We take all feedback seriously and strive to provide a fair experience for all our customers. However, after numerous discussions and careful consideration, we have determined that no further resolution can be offered.

  We have already reviewed and addressed the concerns raised during the initial stages, and we sincerely regret that this outcome has not met your expectations. Given the repeated nature of our complaints and actions, we cannot offer further assistance or engage in additional dialogue on this issue.

  We stand by the quality of our vehicles and our inspection process. Our team has done everything within our capacity to address your issues fairly. As a result, we consider this matter closed from our end and will not be making any further comments or actions.

  Kind regards, 

  Customer response

  10/28/2024

   
  Complaint: 22385300
  
  I am rejecting this response because:

  People should know and be aware of your business practices and ethics. You sold a vehicle to a customer with multiple and major issues while standing by your inspection process which is clearly done horribly given my situation and other reviews Ive seen. Instead of working with a customer 50/50 on this to avoid all these negative reviews, you guys chose a different route. After speaking with managers over at ***** and ***** they are appalled at what has happened and they informed me that if this situation were to arise with them, they would have worked with their customers so that they may earn their business for life. For the Napleton group and the people at ***** of **********, this clearly isnt their goal. 
  
  Sincerely,
  
  ****** *******

  

  Business response

  11/02/2024

  Thank you for bringing your concerns to our attention. We take all feedback seriously and strive to provide a fair
  experience for all our customers. However, after numerous discussions and careful consideration, we have
  determined that no further resolution can be offered.

  We have already reviewed and addressed the concerns raised during the initial stages, and we sincerely regret
  that this outcome has not met your expectations. Given the repeated nature of our complaints and actions, we
  cannot offer further assistance or engage in additional dialogue on this issue.
  

  We stand by the quality of our vehicles and our inspection process. Our team has done everything within our
  capacity to address your issues fairly. As a result, we consider this matter closed from our end and will not be
  making any further comments or actions.
  

  Kind regards,

  Customer response

  11/03/2024

   
  Complaint: 22385300
  
  I am rejecting this response for the same reasons I stated before. 
  
  Sincerely,
  
  ****** *******

*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. ↩