ComplaintsforNapleton Auto Werks

• Initial Complaint

  07/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I first received a letter of spam wanting me to trade in my purchase for a newer model on 6/22/24. I promptly emailed the email address on the spam letter *************************************** to remove me from any and all mailing lists, phone lists, and email lists and told them I am not interested. I didnt receive a response. Today, 7/20/24 I received another harassing piece of mail from these harassers. Same thing wanting me to come in and trade in my vehicle for a newer model. So now, I am escalating this to BBB. I want to be removed from ALL lists, mailing, phone, and email. I do not want to be harassed any further. Again, I want the harassment to stop. Take me off ALL above lists. Ive uploaded a picture of the harassment, and screenshot of previous contact attempt.

  Business response

  07/31/2024

  Hello,

   

  Im in receipt of your email letter attached regarding removing ******************************* from our monthly advertising emails/letters.

   

  I have officially removed his information from our database.

  Thank you,

   

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

  General Manager

  Napleton Auto Group

  Mercedes-Benz/Audi/Honda

  Cadillac/Porsche/Subaru

  Jaguar/Land Rover

  *************************: **************

  Rockford Perryville Rd: **************

  ***********************: **************

  Cell: **************

  e-mail: ***************************************

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

  Customer response

  08/01/2024

   
  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

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I scheduled service on the company website. The website listed fees. Upon arrival at the dealership I was told the price was over $1000.oo more than the quoted website price. The manager told me the there was an entry error on the website and offered 1/2 the difference. Assurances were made that the website would be corrected. One month later the website still has the lower price listed. A classic bait and switch.

  Business response

  06/15/2023

  **************** made an appt. on our website for 5/5/23 for replacement of his spark plugs and timing belt. Upon write up in the drive on 5/5/23 it was explained to **************** that replacement of his timing belt would be $2100. **************** became upset as he stated that the website showed a price of $1100 and asked to speak with a manager. Our Honda manager got involved and explained to **************** that the website price of $1100 was incorrect and that we would address the pricing on the website. He worked out a deal with **************** to meet him in the middle on pricing.  A discount was given to **************** for $481...he agreed to the discount and repairs were completed.

  **************** emailed me on 6/14 stating that the price on the website was still present and he felt it was a bait and switch technique and was still extremely dissatisfied. I contacted **************** the morning of 6/14 and he further explained the situation. What I found was ultimately poor communication between our staff and ****************. I explained the pricing on the internet was actually correct. The web page is driven by Honda and the price reflected on the website was for the replacement of the timing belt and spark plugs only ($1100).  I explained to **************** that along with the timing belt and spark plug replacement we further suggest that since the front cover is removed for the timing belt replacement  that it makes sense for us to replace the water pump as well as the timing belt tensioner along with the alternator belt....as it is common for those items to fail over time ($2100). I expressed that this in the long run would save him $ for possible future repairs. He stated that he had no problem paying for the extra components and stated that it just wasn't explained to him that way from the beginning. I apologized for the miscommunication and extended to **************** a $200 in store credit for any future maintenance or repairs he was to have on his vehicle. He was grateful and thanked me for my time and the phone call.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On January 11, I went to Napleton Honda in **********, ** to purchase a 2017 Cadillac XT5. I began the process via telephone because I am not local. I arrived two hours prior to their advertised closing time, but upon arrival it was clear that they were closing an hour earlier than that. They were not able to complete all of the paperwork at that time and I signed only some of that paperwork at that time and I had to return the next day. When I returned the next day, I completed and signed the next day and was given an envelope and was told that copies of all of the paperwork was included. When I got back home, I found that only a few documents were included and not all of the documents that I signed. I have contacted the salesperson via email and voicemail on multiple occasions for copies of the doucments that I had signed on both January 11 and January 12 with no response. I only received copies of the odometer statement, sales agreement, sales tax disclosure, and powers of attorney. Please provide via email or mail copies of all the remaining documents, specifically those related to the State of ********* and the warranty / stolen vehicle tracker. I maintain records of all documents that I sign and regarding my vehicle.This experience has been a challenging one particularly since I initiated the transaction for the Employee Upfront Pricing they advertised on TrueCar / ********. I had to basically negotiate my way to those same values (short $400). In combination with having to go back and forth from ********* to ********** because the web site was not up-to-date, the experience was far from ideal. Although the primary resolution is providing of my paperwork, a reconciliation of the difference would be appreciated.

  Business response

  01/20/2023

  Hi, as of today January 20th we have been able o provide all copies of the digitally signed documents for ***********  They have been scanned and emailed to him.  Any additional information please let us know.  thanks 

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Left front wheel speed sensor malfunction lights activated on dashboard. Speed sensor replaced and tested.Parts and labor paid in full $1,006.89. No warning lights, cruise control function active. Next day warning lights return / no cruise control. ****************** was notified, no call back. Call back made by me to service manager. I was told by manager that ( in ****** terms) the sensor that reads the sensor did not show up on the diagnosis so that needs to be replaced also at an even higher cost so all that can be done is to discount new cost at fraction the of the cost to repair what was not repaired. Paid $1,006.89. New cost over $1,000.00 for service that does not affect auto performance, safety, with exception of having cruise control.

  Business response

  07/30/2022

  1st service visit diagnosed:  wheel speed sensor failed via fault test.  issue via ohm test that the sensor is bad, stated 1st step is to replace failed sensor.

  2nd visit:  installed special ordered sensor and test dove a couple miles with no indicator lights returning.

  Recently, the client contacted us stating the indicator light was back on, we confirmed with our tech that the tone ring in wheel bearing has failed as well.  Not way to know this until the wheel sensor was replaced.   

  Customer response

  08/05/2022

   
  Complaint: 17641991
  
  I am rejecting this response because:
  
  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. ↩