Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/19/2025

  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.

  We purchased a 2010 ***** ** ***. They claimed it would be safe for the road. The day we picked it up, on the drive home, the side mirror was broken and I could have been in an accident. I called and they fixed it within a few days. Some days later, the check engine and skid light came on and the reader stated it was an existing code, which they knew about but never disclosed to us. They sold us a car that is unable to pass emissions testing as a major company. They claimed they attempted to fix it, but the light returned, and now they are charging me for a part so they can Attempt to fix it again. I require the car to be fixed with no charge to me or they have the car returned to them with a refund to me.

  

  Business Response

  Date: 02/19/2025

  The vehicle was purchased here December 10, 2024 as an as is vehicle. The vehicle was here last on February 5th for a vent control valve that was ordered in December that we agreed to take care of. The part was installed at no charge a A week later on February 17th the service light came back on. We inspected the vehicle and found an issue with the fuel pump was not holding psi. The fuel pump was leaking vacuum and causing the light to come back on. The total repair is $1455 plus tax. I called the customer this morning and offered a $500 contribution towards the repair. Customer was happy and said they would let me know.

   

  Gino G**********

  Service Manager

• Initial Complaint

  Date:12/23/2024

  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.

  My daughter put a fully refundable $500 deposit on a car at Napoli Nissan in ******** **. She was able to find the exact car for less money. She went back to the car dealership and asked for a refund. They did not refund the $500 but charged her another $500. I went into the car dealership 4 times to get the refund. The first time I went they took a copy of receipts and credit card to refund the card. I was assured on my next 3 visits that it has been done. The last time the guy even called the comptroller (it was a Saturday and he wasn’t there) and was assured again that it was refunded. That Monday, my daughter gets a text that in order to refund the money (that we were told was already refunded) they need her credit card number (which they already had a copy of) to make the refund. I will never do business with them ever again and will tell everyone I know not to also. I wished I had read previous reviews. They are definitely shady.

  

  Business Response

  Date: 12/23/2024

  We apologize for the confusion in processing the refund on your credit card. I can confirm that the refund was processed today and you should see it in the next 1-2 business days. 

• Initial Complaint

  Date:10/22/2024

  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.

  Crooked dealership which didn't write down the correct amount for my down payment on a car. Finance company is still waiting for warranty cancellation for a total loss claim with ***** since September 22. Finance company ****** says it takes 5-7 business days and the dealership is saying it takes 3-7 weeks. Also the warranty company said that they haven't send out payment due to discrepancies with the payment amount.

  

  Business Response

  Date: 10/24/2024

  The finance company was still waiting on the cancellation since September 22 because we were waiting on the exact mileage from the customer to be able to process the cancellation correctly. Regardless of what timeframe was given to the customer by either the bank or the dealer, we will have a check sent ahead of time on October 25th.  

• Initial Complaint

  Date:09/25/2024

  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 October 2023 I purchased a ******** **** 2019 from Napoli Express and they promise that all maintenance was up to date with this vehicle with all fluids changed and that the lights on the dashboard just needs to be re programmed and that the car is great with no issues. The messages on the dashboard is telling me I need to change transmission fluid and that I needed to change my Key battery and after I drove off I got a message of a loose gas cap. I immediately contacted the dealer ship and they told me everything is a old code and that they will reset and take care of everything , moving forward the transmission fluid was never changed and the lose gas cap sign was a broken part in the car not a actual loose gas cap because they made me buy one from ******** and still same problem , I take my car to get serviced and there service department tells me they don’t want to touch my car because then they will be liable and when I went to the dealership again to explain this issue after going 10 times they just keep saying sorry and that they are going to fix it , they give me a rental for half a week just to ask for it back when they didn’t even touch my car or look to see the issues , when I go personally they take my car for 30min and say that it was old Codes and that everything is perfect for the car to mess up again , they give me another free rental while they fix it but they went through my warranty so they didn’t do anything really. To give me back the car with the same issues and it’s been going on 11 months and I’ve been paying for all these things and got my car serviced at there shop for everything and I know I was sold a lemon car and I need help because I have a new born while paying almost 1400$ a month for a car I can’t drive and haven’t been able too for a whole year

  

  Business Response

  Date: 10/01/2024

  We are truly sorry for the inconvenience and frustration you have experienced with your ******** ****. We understand how important it is to have a reliable vehicle, especially with a newborn and the financial commitment you have made.
  We sincerely apologize for the repeated issues and the lack of resolution despite your numerous visits. Your experience does not reflect the standard of service we strive to provide. We are committed to making this right.
  We will prioritize your car’s repair and ensure that all necessary maintenance and repairs are completed as soon as possible. Our team will conduct a thorough inspection to address the transmission fluid, gas cap issue, and any other concerns you have raised. We will also ensure that all dashboard messages are properly resolved.
  We appreciate your patience and understanding, and we are dedicated to resolving this matter promptly.
  Thank you for bringing this to our attention, and we look forward to restoring your confidence in our service.
  Sincerely,

  Scott H*****

  Napoli Motors 

• Initial Complaint

  Date:08/21/2024

  Type:Product 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.

  On May 11 2024 I was in a car accident and my car was total. I purchased gap insurance when I finance my vehicle through Napoli Nissan in *******. I was informed by gap that Napoli Nissan needs to return my gap insurance contract money and my thief insurance contract money back to **** **** so that my balance can be cleared. Gap insurance also contact Napoli Nissan and insure them that my car was total to this day. Napoli Nissan has not released any money back to **** **** I called over and over again and nobody wants to help me. This is why I’m making this complaint.

• Initial Complaint

  Date:12/18/2023

  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 April 28th 2023 I submitted a payment to Napoli Motors in the amount of 500 USD to hold a 2021 ***** *** that I had planned to look at Memorial Day weekend. I decided not to buy the vehicle and was never returned my deposit of 500 USD from my **** ** ******* bank account. I have emailed and called several times to the dealership to speak with the salesman who has verbally stated he will have the finance department return my deposit, but the dealership never has. I have my bank records with the time and date of deposit to Napoli Motors and filed with my bank as well as several follow up phone calls with the sales rep. Contact dates via email (May, June, September) and phone calls to the finance department (transferred to sales ) dates August, September, October. I would like to solve this as the business has told me repeatedly they will send me the money back, but has not.

  Customer Answer

  Date: 12/18/2023

  I wanted to add the sales persons name is Ron V********* who was speaking with me and the salesman.  He was very accepting and seemed to be not at all hesitant to give the money back to me, but he said he keeps telling the Finance Department and he will call back, but never does.  If this information is helpful I wanted to include the individual without disparaging him name.

  Customer Answer

  Date: 12/18/2023

  I wanted to add the sales persons name is Ron V********* who was speaking with me and the salesman.  He was very accepting and seemed to be not at all hesitant to give the money back to me, but he said he keeps telling the Finance Department and he will call back, but never does.  If this information is helpful I wanted to include the individual without disparaging him name.

  

  Business Response

  Date: 12/21/2023

  I spoke with ******* ***** on 12/20/2023 and addressed her complaint about not receiving the refund. ******* said she longer has the credit card used on 4/27/2023, so we agreed a check will be mailed. (please see the attachment of the check). A check has been mailed to the address of Lindsay's choosing. To the best of my knowledge, both parties are satisfied.  

  Customer Answer

  Date: 12/21/2023

  I spoke with the business on 12/20/2023 to an individual named Ryan.  Ryan stated he will send out a check to my address, *** ***** **** ***** ****** ***** ** on todays date 12/21/2023.  When I receive the check I will update the complaint to resolved. 

• Initial Complaint

  Date:11/14/2022

  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 was sold 2 ****** *********** that had motor issues then they sold me a third pathfinder for more money all within one week now I continue to have issues with the vehicle for example the rear trunk button was broken and took 2 months for the part to come in and when repaired they break some clips that are on the trunk panel and the mechanic ended up using super glue to hold it together after I was told they put a new clip in, on another note the drive side window was not rolling up I was charged for a new window motor and not even a week later the window stops going up again so I believe that motor was never replaced.

  

  Business Response

  Date: 11/15/2022

  To whom it may concern,

  Mr. ****** came to Napoli ****** 11.2.2022, we replaced his window regulator and replaced a switch. 

  We do apologize if Mr ****** window is inop again, and will get it corrected as soon as he can get the car to our store.

  Also if we damaged any part of his car and attempted to glue the parts we will replace all parts neccessary to make it back to factory specifications.

• Initial Complaint

  Date:10/02/2022

  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.

  On 11/26/2021 I took my car to Napoli ****** to have a check engine light checked. The initial repairs cost me $1087.09. However the check engine light turned on again and I was told another part needed to be replaced which would cost me $588.46. At the time the part needed was on back order and the dealership did not know how long it would be before it was delivered. The service advisor i was working with, Luis, offered to provide a rental at the dealerships expense while my car was in the shop. The dealership set up a reservation for me via ***** and the rental was picked up on 12/3/21. ***** advised me that they only rented on a weekly basis and that I should speak to the dealership about how to proceed if I needed the rental longer than a week. Again I spoke to Luis and was told I had the green light to extend the rental agreement as needed until my car could be fixed. Again all charges were to be sent to ******. My car was finally fixed and on 1/19/2022 we dropped the rental car at the dealership as they said they would return it to ***** and picked up my car. Please note the amount that was charged for this second repair was $785.97 which was more than originally quoted however I just wanted my car back so i paid the fee. Fast forward to 7/11/22 I receive a letter from ***** stating the bill that was sent to ****** for the rental fees was never paid and that the charge would now default to me and my credit card was charged $2246.11. I immediately contacted ****** and spoke to Luis who said it was an error and that he would escalate the issue to his finance department as well as the regional manager. In the course of 3 months i have received no communication regarding this issue from ******. I call them every week for updates and they never have a resolution. I attempted to solve the issue with ***** and my bank however because the funds are owed to ***** there was nothing they could do. I also filed a complaint with ****** Consumer Affair. Please help me!

  

  Business Response

  Date: 10/05/2022

  ** **** ** *** ********    ********* refund is currently being processed and she should see the check to her home address by 10.21.2022.

  Customer Answer

  Date: 10/05/2022

  
  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:05/23/2022

  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.

  Hi my name is ****** ******* I’m reporting this business due to misuse of my information and not informing everything they did I went with an ex he had asked me to go with him to Napoli motors just to put insurance on a vehicle as in the process of speaking to the sales man frank we established this was for only car insurance not for anything and without my permission he had me sign other paperwork. I have a learning disability several and I cannot read I informed this to him he said it ok he will help me and I ended up signing paperwork that I didn’t give the ok for. I feel like I was taking advantage of and lied to and used. I went personally to the business again and they said it’s not fraud because I signed and I told them they took advantage I didn’t say I was putting my name or taking a loan out for a vehicle I was only there to help with the insurance come to find out my name address and a whole loan is out in my name for a car I will like help with this matter please. I can be reached at ###-###-#### thank you.

  

  Business Response

  Date: 05/24/2022

  ****** ******* and her boyfriend ******* ******** pur*****d a 2019 ***** *** on 08/11/2021.   They arrived at the dealership together and applied for a joint loan for the *****.  The loan was approved in both names and ******* requested that the vehicle to be registered to him only.  Never did Miss ******* say that she has a learning disability or that she could not read.  Napoli Nissan received several calls from Miss ******* over the last 2 months requesting us to change the registration to just her name, because they were no longer together. Unfortunately that is not an option that the dealership can do, because this is a matter between her and Mr. ********.  Mr. ******** has stopped making payments on the vehicle and Miss ******* is upset that she is also responsible to make payments since their loan is joint. Miss ******* called ***** ****, which holds the loan for the ***** and tried to have them change the title as well to no avail.  ***** **** notified the dealership of what her intentions were.  ***** **** would not change the title to her name and unfortunately this is a civil matter between Miss ******* and Mr. ********. Miss ******* never came back to the dealership to complain or request the registration be changed until their break-up 2 months ago. Miss ******* has been very rude to our personnel here at Napoli Nissan and this is a matter of a relationship gone bad..... 

  Napoli Nissan has tried to help Miss ******* and provide her the steps she needs to take to have the title switched to her name but unfortunately Mr. ******** does not want this and he is the owner of the *****. 

  If you need further assistance with this matter please feel free to contact me directly ###-###-#### 

  Brendan C********

   

  Customer Answer

  Date: 08/08/2022

  Hi my name is ****** ******* id# ******** 

  Hi I received the documents of what the business Napoli motors inc stated. The information stated is false I never gave the ok me and Bernard do not live together never did and stating we lived together for 10 years &  my address where he resides that's fraud. I told the sales person I have a disability and that's why he was explaining  to me about the  insurance insurance only nothing was said about a car or loan he was telling me what to sign numerous times and that it was only for insurance.I never had an auto loan in my life I would never take a loan for no one but myself. He told me the insurance information wasn't going through he kept telling me it was for insurance he only asked me for id nothing else I don't have paystubs anything I recieve social security so it's no way I can take a loan and keep up with it. ask them if the have income proof because I didnt provide anything because I was only there to help a friend  with insurance I want this loan and inquiry removed from my credit report .it has affected me and many ways I have kids they've closed my accounts everything I had great credit and this man hasn't even paid for this car or anything I believe they wanted a sale and used me for being noteve about this car situation. I never missed a payment in my credit. My credit was excellent. I had no knowledge to anything what they told me was he had bought a car all he needed was someone to put insurance on the car and that's what I thought I was doing. This business is just trying to cover there self they are committing fraud. 

  Sorry for the late response I had to wait for my my home health aid help me write this email. You can reach me at ###-###-#### thank you for your time 

  

  Business Response

  Date: 08/09/2022

  
  #********
  ****** ******* and her boyfriend Bernard ******** pur*****d a 2019 ***** *** on
  08/11/2021. They arrived at the dealership together and applied for a joint loan for the *****. The loan
  was approved in both names and Bernard requested that the vehicle to be registered to him only. Never did
  Miss ******* say that she has a learning disability or that she could not read. Napoli Nissan received several calls
  from Miss ******* over the last 2 months requesting us to change the registration to just her name,
  because they were no longer together. Unfortunately that is not an option that the dealership can do, because this is a
  matter between her and Mr. ********. Mr. ******** has stopped making payments on the vehicle and Miss
  ******* is upset that she is also responsible to make payments since their loan is joint. Miss ******* called *****
  Bank, which holds the loan for the ***** and tried to have them change the title as well to no avail. *****
  Bank notified the dealership of what her intentions were. ***** Bank would not change the title to her
  name and unfortunately this is a civil matter between Miss ******* and Mr. ********. Miss ******* never came
  back to the dealership to complain or request the registration be changed until their break-up 2 months ago. Miss
  ******* has been very rude to our personnel here at Napoli Nissan and this is a matter of a relationship gone
  bad.....
  Napoli Nissan has tried to help Miss ******* and provide her the steps she needs to
  take to have the title switched to her name but unfortunately Mr. ******** does not want this and he is the
  owner of the *****. If you need further assistance with this matter please feel free to contact me directly
  ************
  Brendan C********