Complaints

This profile includes complaints for Napleton Honda of Morton Grove's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Napleton Honda of Morton Grove

  6900 Dempster St Morton Grove, IL 60053-2629

  
• 

  Napleton Honda of Morton Grove

  8833 Waukegan Rd Morton Grove, IL 60053-2108

  

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:03/08/2025

  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 2019 ****** Altima from Napleton Honda on 02/24/2025. Less than four days later, I discovered a flat tire. When I brought the car to their service department, I was informed that all four tires were dry-rotted and needed immediate replacement. The dealership agreed to cover the cost of new tires but initially refused to cover the necessary alignment, which should have been included. After further discussion, they agreed to cover the alignment as well.Additionally, I was promised a full vehicle detailing, as the car had not been cleaned before delivery. When I picked it up, it was clear the vehicle had only been lightly wiped down and vacuumed, not detailed as promised. I was told to return yet again, which would take four hours out of my day, but at this point, I had lost confidence in their follow-through.After picking up my vehicle, I noticed the alignment still felt off. I took the car to a local repair shop, where they found that both rear shocks were leaking and needed replacement. When I informed the dealership, they immediately dismissed the diagnosis, stating they wouldnt acknowledge another shops findings and would only offer a small discount if their own technicians confirmed the issue. Given the dealerships failure to properly inspect the vehicle before selling itincluding selling it with unsafe, dry-rotted tiresI believe they should be held accountable for this issue as well.Napleton Hondas repeated lack of proper inspection and failure to address major issues has left me frustrated and forced to handle repairs out of my own pocket. I am requesting reimbursement for the detailing they failed to provide and expect them to take responsibility for selling a vehicle with both unsafe tires and leaking shocks.

  

  Business Response

  Date: 03/17/2025

  Dear *******,
  Thank you for reaching out to us. We take all customer feedback seriously and want to ensure that we address any concerns you may have. 
  
  When the vehicle was initially brought in a few days after the transaction was finalized, we diagnosed a tire losing air. As a goodwill gesture, we extended the offer of a complimentary set of 4 tires as there was some evidence of dry-rot on  other tires as you mentioned. (The vehicle was at a ****** dealership for a good chunk of its time in stock with us awaiting available parts for a manufacturer's recall and the dry rot was not found on our original inspection, but would make sense given the time it was located at the ****** location plus being low on the mileage side for a car that is 6 model years old.) After some discussion we further agreed to cover the cost of the alignment performed at our dealership after the tire installation. We're sorry that our detail procedure did not meet your expectations and offered to have you return for further follow up, but as you noted you declined. Similarly, we offered to verify the condition of the shocks as at no point during our inspection process or the return visit for the tire replacement and alignment did our team flag any leaking condition on the shocks. That offer was declined by you as well. If there is a change in your position and you'd like for that to happen please reach out to our general manager, **** *******. 
  
  

• Initial Complaint

  Date:02/19/2025

  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 brought my minivan into the service center because it was not starting. After running tests, they informed me I needed a new transmission and that it was covered under warranty. After a week of waiting for the work to get done, i was informed that one of their employees made a mistake and wiped the code that shows it needs a new transmission. They are now telling me that because they made a mistake and wiped the code, Honda is not approving the repair of my transmission. They are refusing to fix the transmission and telling me to just bring it in again when it happens. This tells me they know it will happen and they do not care that this is the vehicle my wife drives my three young children in. They threatened that if i do not bring the loaner back and pick up my car by end of day tomorrow(2/20), they will report the loaner as stolen. My warranty expires in June and I am sure they are just hoping this happens after the warranty expires. But my biggest concern is driving my family around in a car that needs a new transmission. I can provide more information and documentation after going in tomorrow to speak with the service manager.

  

  Business Response

  Date: 02/25/2025

  We appreciate you reaching out and take your feedback seriously. Part of this can be explained with a breakdown in communication. The non starting condition gave off a code for a bad battery, in addition to the code you referenced that would lead to a transmission replacement. The first step in a repair like that is to replace the battery and then re-test. Once the battery was replaced and the test was run again, that code was no longer present. Had that condition with the transmission code continued to be present, Honda would authorize a transmission replacement. Being that it was no longer present, they will not authorize a warranty transmission replacement. It's in our best interests at the dealership level to be able to make that warranty claim on your behalf, but without hitting their procedural markers it won't be a covered repair. We have documentation of the code appearing with the battery code and will work with you if any future issues arise. If transmission issues begin to manifest, please contact us right away. 

• Initial Complaint

  Date:02/07/2025

  Type:Customer Service 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 the extended service contract from Napleton Honda when I purchased my car in May 2024. It includes a five-year maintenance plan that covers oil changes and tire rotations. I paid $3,133 for this plan. I have taken my car in twice for service since purchasing my vehicle -- once for an oil change where they did not inform me of a recall and the second time on Jan. 30 for the recall work. Both times I have had poor experiences with the service department. They told me I was on a list for the recall work, but never called me. When I scheduled the appointment for the recall work, I was told it would be an hour. I arranged my work schedule based on that information. When I arrived I was told it would be 1.5 hours. I told the advisor (*****) that's not what I was originally told and that I had an appointment in 2 hours. He proceeded to tell me it was 1.5 hours -- "he didn't set the time, he didn't manufacture the vehicle nor was he responsible for the recall". He clearly had a chip on his shoulder. I asked to speak to the service manager who was just as condescending and proceeded to tell ***** ** that I could hear "get her out of here." The work was done in 25 minutes even though the service manager said the repair takes 45 minutes -- so I question whether the work was actually done. I called the dealer and spoke to ******* ******* who said he would relay my complaint to the general manager, **** *******, and that **** would follow up with me. I also left messages for ****, but he has not called me back. The maintenance contract requires work to be done at Napleton Honda. Given the way I was treated, I don't want to go back there again.

  

  Business Response

  Date: 02/25/2025

  Hello ******, 

  I'm sorry to hear of your experience and reached out on February 10th and left a message for you with my personal contact information. I'll try again shortly and hopefully we can connect to get more information. 

  Thank you,

  ****

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22910909
  
  I am rejecting this response because: The first time I heard from **** was on Feb. 25 not Feb. ****************** his response.  I have asked Napleton to refund the money I spent on a service agreement so I can get my car serviced elsewhere and am awaiting a response from ****. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 02/26/2025

  Hello Mrs. ************ am sorry to hear of your experience here and will instruct **** ******* to send you our cancellation form so we can begin processing refunds for the unused portion. We will use the cancellation mileage as the mileage we recorded at your last visit, which was ***** miles. From what I read I believe you'd like to cancel both the maintenance portion as well as the extended service contract but please indicate as much on that form. If you can please reply back to this with the best email address to send that form to, we can begin that process. 

  We will use your experience as a training opportunity and once again I am sorry our staff wasn't better when they should have been. 

  Regards, 
  ***** Napleton

  Customer Answer

  Date: 03/20/2025

  Complaint: 22910909
  
  I am rejecting this response because: I was still communicating with the business until this week. I learned canceling my maintenance contact would have cost me $195. All I used was one oil change. That would have been one expensive oil change. In my opinion, Napleton Honda did not accommodate me in any way and made it prohibitive to cancel my contract. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 03/20/2025

  We don't have any wiggle room in the way a maintenance or service contract's proceeds are determined. That is based on the provider's formula for any services already rendered, as well as the percentage of time and mileage left in the original time frame of the contract, as well as a relatively minor cancellation processing fee (I believe $25). From a rough estimate, a little less than 1 year of the 5 year contract has passed, so the amount would be a little more than 80% of the original purchase price less any cancellation fee and however they assess value to services already rendered. 

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 22910909
  
  I am rejecting this response because: I am being penalized for their poor service.  Canceling the contract would mean that the one oil change I used would have cost me $175.  I shouldn't be the one losing out here; if Napleton cased about customer ********************** and satisfying me, they would have resolved this issue in my favor -- not theirs. The only reason I received a response from this dealership is because of my complaint to the BBB.  Prior to that, numerous attempts to reach the business directly were ignored.  

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:12/19/2024

  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.

  Good day. On August 1st, 2024, I purchased a 2024 Honda CRV from Napleton Honda in Morton Grove, **, through Mr. ***** ********. I was informed that one of the remote keys was located in the dealership's key storage drawer. The location of the second remote key was uncertain, but the Mr. ******** assured me they would assist in locating it. Despite visiting the dealership in person and sending emails, I have not received the second remote key and have been met with no response. This lack of communication and failure to fulfill the agreed-upon terms of the vehicle purchase is unacceptable. I am respectfully requesting assistance from the management team in locating the second remote key for my 2024 Honda CRV. I would greatly appreciate it if you could arrange for me to pick up the key from the dealership as soon as possible. Thank you for your time and attention to this matter.

  

  Business Response

  Date: 12/23/2024

  Hello Mr. ******************** you for bringing this to our attention. Senior store management will be reaching out to get this scheduled for you. It's likely that we will need the vehicle to be in during service department hours to complete the programming once the part is in. We apologize for the inconvenience but look forward to a quick resolution. We appreciate your business.

  Customer Answer

  Date: 12/28/2024

   
  Better Business Bureau:
  
  Following my complaint regarding issue ID ********, Mr. ******* and Mr. ******** from Napleton Honda promptly contacted me. They provided exceptional service by quickly assisting me in obtaining the second remote key. We can proceed to set this case as resolved. Thank you very much BBB and Napleton Honda for your great support :-) 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:12/18/2024

  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.

  I purchased a 2025 honda passport on oct. 2 2024 from napleton honda of Morton grove with a trade in. There was a balance of 5600was to be paid to honda financial services by the dealer. On nov 14 2024 the dealership paid 3965 to the finance company for the title after there was additional payments made by me due to the misrepresentation of the time they would pay off the loan. On numerous occasions when i called to ask about their delay in paying the finance company i was told that if a payment was made on the traded in car i would get the money back from the finance company. I was originally told that the payoff would be made in 21 days when I bought the car. Instead the dealership paid less than what is agreed in the contract and is trying to scam ******* from me. After contacting the dealership and speaking with ***** *. The person who handled the financing and contract when the car was purchased I was lied to repeatedly about the discrepancy in the amount paid and what was in the contract. Understanding that I was dealing with a shady dealership and no longer wanting to do business with them. On Dec 2 formally requested to cancel a maintenance plan and protection plan. In the contract it clearly states that I can cancel it at any time. At the time of writing the dealership refuses to process the cancelations of the plans.

  

  Business Response

  Date: 01/04/2025

  The difference amount cited by Mr. *************** style="font-size: 0.875rem;">r is not due to a shortage in loan payoff. The loan has been paid off in full and we have received title. The shortage amount was based on an amount due from the Mr. *********** for labor installation on accessories he purchased. The dealership's service and parts department were closed at the time the transaction was finished and Mr. *********** expressed interest in purchasing certain accessories for his vehicle. He was quoted $1631 as the cost of the parts only, as we did not have the ability to get an estimate for labor cost to install those accessories. The amount in question was to pay for the labor as agreed to install those accessories. 

  Regarding the cancellation requests, those products are in the process of being cancelled and any refund due once the owed labor cost is satisfied will be sent to the lienholder of Mr. ************* contract. 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22704808
  
  I am rejecting this response because:
  

  its  just another example of another misrepresentation  of facts or lying by omission of facts. Clearly they didnt state they paid the amount in the contract in full because they did not. As far as the accessories, I brought the we owe paper to  the dealership service department and was given an invoice of $0. (see attached)   
  See you in arbitration and small claims court

  good luck 

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

• Initial Complaint

  Date:09/09/2024

  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.

  I purchased a 2025 Honda CR-V and traded in my 2023 Nissan Rogue on August 17, 2024. However, the amount for my trade-in has still not been paid to the appropriate company, and I am continuously receiving calls from them regarding this issue. I have attempted to resolve this matter by reaching out multiple times to your finance department and the manager, but I have not received any response.I initially had a positive experience with both the salesman and the manager, and I had hoped this transaction would reflect that professionalism. However, the continued negligence on your part is unacceptable and could negatively impact my credit history. I am now compelled to file a formal complaint due to this lack of action on your end.I urge you to address this matter immediately to avoid further escalation.

  

  Business Response

  Date: 09/11/2024

  Hello *****, 

  Thank you for your business first and foremost! Checking with our office title staff, payment was sent to your lender on 9/5 and the title was released to us and received. It's possible that the period between your purchase and your submission to BBB included your next payment's due date and would help explain why you were hearing from your lender. It could also be part of their automated process when a payment isn't received as scheduled. When we collect a payoff amount, we allow for 21 days processing time. In this case, everything has been processed. It may take your previous car's lender a few business days to close out their end of things. We're sorry for any inconvenience this caused and hope you are enjoying your new car. Thank you again for your business!

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22262335
  
  I am rejecting this response because: I am writing again to express my dissatisfaction with the recent transaction involving my vehicle trade-in at Napleton Honda. I traded my vehicle with an outstanding balance of $41,635, as documented in the attached contract. Despite assurances from your dealership that the full amount would be paid and that I would receive a check from ******* it has come to my attention that Napleton Honda only paid $40,784.42.
  This is a clear breach of contract and a misrepresentation of the agreement I signed. I demand that Napleton Honda promptly reimburse the $850 that was wrongfully withheld. I have attached the contract showing the agreed trade-in balance and the payment statement from ****** indicating the amount paid by your dealership.
  Please address this matter immediately to avoid further escalation. I expect a full response and resolution by the end of this week.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/12/2024

  The detail of the amounts was not conveyed in the initial email. From your attached statement, it appears there was an automatic payment deducted two days after the CR-V was purchased, which resulted in the amount owed on the payoff being lower than the initial stated amount. Any overage collected from the dealership will be paid back to the customer once the lender releases title to us. In this case, the amount set up for payoff was $41635 but the amount needed to satisfy the total payoff was $40784, then you will receive that balance of $850 in the form of a check from us once the title is received on our end from your lender. 

• Initial Complaint

  Date:08/26/2024

  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.

  I purchased a 2018 Honda Pilot on June 29, 2024. I live in ********* but bought the vehicle from Napleton Honda of Morton Grove in Morton Grove, **. I was told by the finance department that the paperwork would be sent in to the Wisconsin dmv to get my vehicle registered in *********. Well it's been almost 2 months and neither Illinois dmv or Wisconsin dmv have any records regarding the sale/ my purchase of the vehicle. I still have not received any license plates nor has *************************************** returned the money they over charged me like they said they would. I basically have a vehicle I have to pay on every month but won't be able to drive after September 29th when the temporary plate they gave me expires. I have called Napleton Honda on many different occasions. They transfer me around to a bunch of people and then end up hanging up on me or transferring me to a voice-mail where no one ever calls back. It has been a huge headache. I am beyond frustrated.

  

  Business Response

  Date: 08/27/2024

  Hello *** ******, 

  I'm sorry to hear you've been awaiting your paperwork but have some good news to report. The temporary registration we issue now is actually good for 90 days and while many of our transactions take a good deal less time than that to process, not all do. One other piece of good news is that we have teamed up with a service who specializes in handling transactions from all 50 states to help streamline our customers' experiences when they register the vehicle. Your transaction is in their possession and we will reach out directly if any t was left uncrossed or i left undotted before we send it on to *********'s DMV facilities for you to complete. 

  Thank you,

  ***** Napleton

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22199160
  
  I am rejecting this response because: it has been over two months and I am not waiting on paperwork. Yes the temporary plate was good for 3 months. However it will be expired before the dealership gets the paperwork completed with dmv because the expiration date is September 27th. I would like to know why the paperwork was never taken care of right away after I purchased the vehicle. I paid the dealership for registration and plates for my vehicle. In fact they admitted to charging me extra and said they would refund me the difference if it were necessary. This is a scam because they do not intend to refund anything. The dealership is not accepting responsibility and is trying to make it seem like over 9 weeks is acceptable for completing paperwork, that's absurd. The paperwork should have been processed immediately! If I wouldn't have contacted the BBB they wouldn't have bothered even starting the process. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 09/14/2024

  The state of ******** in recent years updated the length of time that a temporary out of state registration in response to the rise in delays in processing titlework while working with unfamiliar title processes from other states. While we certainly hope for timelier execution than the 90 days allotted, some transactions take longer than others. We apologize that yours was one of them. According to our records, the plates were out for delivery via ***** to you yesterday, tracking ************. The title has been mailed to your lienholder as well. Enjoy your vehicle and thank you again for your business. 

• Initial Complaint

  Date:08/04/2024

  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.

  I went to look at car during test drive I noticed windshield has crack that it needs to be replaced also dents on car, They said no problem they will fix it all I agreed to purchase, Next I meet with Finance manager, C.P. he prepared the sale documents and WE OWE document, he put down on WE OWE 4 dents and windshield repair. Once again I corrected that phase that the windshield needs to be replaced and that is what I agreed to, so I crossed out repair and corrected to "replace" on paperwork, I signed it and he counter signed it. Copy attached. The same day we drove out with the **************** as they said I have to schedule with service department to do the window and dents. It took multiple calls and finger pointing just to get it scheduled as they kept saying we don't do it, once I got extremely upset and vocal that I am tired of the run around as its part of the deal, they finally set it to drop it off. During this call I added that the door molding is coming off on the outside and inside there is some kind of chemical smell like plastic that gets absorbed into clothes, skin and anything left in car after a short drive when having windows closed. I dropped it off July 8th, on July ***** they said its done, I spoke with advisor at service department and he said window was patched and dents are done bedsides the rear one. I said its part of my purchase agreement that the windshield gets replaced and the main trunk dent is repaired properly which ever means it takes. He said to take it up with sales, again took multiple calls with no responses, I had to drive over with frustration that they just don't care, M.B. said we are not doing it, he does not have money to put in the car, I said its a signed agreement. He replied he has to take it up with General Managers. I sent G.M and email as well, no response, Sales GM called me and said we are not doing anything else so pick up the car.

  

  Business Response

  Date: 08/22/2024

  The we owe form issued by the dealership was modified unilaterally by the customer. If the intent of the dealership was to replace the windshield, we would have printed the document to say that. Similarly, in no way did the dealership indicate that the dents on the vehicle would be repaired to like new condition or express anything along the lines of "whatever it takes". The dent repairs were performed to a merchantably acceptable standard for a vehicle that is now 4 years old. As indicated, we provided repairs at no additional charge to the molding issue that the customer presented. Regarding the described smell inside the car, we were not able to duplicate that smell during our time with the vehicle. We can have our service department attempt to duplicate the conditions that cause it if we can have further clarity on the circumstances that precede it. We will attempt to recreate it to the best of our abilities if given more background but cannot speak to whether there may be a cost involved if any replacement parts are found to be needed. 

• Initial Complaint

  Date:05/20/2024

  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.

  Purchased a vehicle from This dealership - they lied about the fact this vehicle was in a major accident - they lied this vehicle was in good condition - there was considerable electrical damage they have tried to swoo me into their service department This doesn't fix the fact no manager has ever called me back, no one is taking responsibility for the clear lies about this car

  

  Business Response

  Date: 05/22/2024

  The customer informed our ********************** staff after purchasing a vehicle that a warning light for the *** system came on his car. He was advised to bring the vehicle in so our service department could assess the issue. During that call he became profane and belligerent with our sales employees. He visited the service department and it was found that moisture had accrued in a fuses near the cup holder area, possibly due to a spill of some sort. The fuses were dried off, connections were tested and the vehicle was released to him operating as designed. He then proceeded to enter the showroom screaming and cursing at our employees and brought a bullhorn out of his vehicle to do that further after being told we were going to call the police if he didn't leave. 

  We consider our business concluded and this customer is no longer welcome on our premises.

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21737870
  
  I am rejecting this response because:

   

  this business sold me a vehicle that was in a significant accident voiding the manufacturer warranty. The salesmen lied about the condition of the car. The trunk had substantial long term water damage (more than the 6 days i have had the car) causing major electrical problems and requiring the electrical box to be replaced, not just dried out. This manager has never contacted me about the sleazy sales and damaged vechicle they sold as new with no accidents. They lied, i filed a federal trade commision suit also. I do not want this car after being scammed and denied repair by manager. 
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 05/23/2024

  An accident on a Carfax report does not void a manufacturer's warranty. If you'd like to apologize for your previous eruption at our facility and promise to behave civilly going forward, we can arrange a conversation with our management on the issues you're having with the vehicle. 

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21737870
  
  I am rejecting this response because:

   

  Lets get something very clear, 

  My outburst was only AFTER I was told my vehicle was not being completely serviced and repaired correctly. You are not the innocent party here. You fraudulently sold a vehicle under false pretenses, a vehicle 3 dealerships have now told me would barely make a public auction due to it's LONG TERM condition and LONG TERM water damage to the electrical system. Not something that happened in the 24 hours to 7 days I've had the vehicle.

  agree to pay for the repairs to the electrical system and fuse box, and I will walk away and not continue with legal actions. 

   

  Sincerely,
  
  *********************************

• Initial Complaint

  Date:04/27/2024

  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.

  I recently took my Honda Odyssey to Napleton Honda of Morton Grove to address a service recall for the side view mirrors. The dealership replaced the mirrors as part of the recall service; however, I discovered that the driver side mirror they installed is faulty, exhibiting a wavy appearance. This wavy mirror impedes my ability to accurately judge how far or close vehicles are on my left side, posing a safety concern. When I brought this to the attention of the dealership, they stated that all mirrors provided by Honda for the safety recall came in that condition, and they did not have any replacements available. They assured me they would speak with Honda to address the issue and get back to me.Despite multiple attempts to follow up over the past two months, including three to four attempts to speak with the manager, *****, the dealership has not provided any updates or timeline for a resolution. ***** has been avoiding direct communication and has not responded to my inquiries or attempts to discuss the matter further.As a result, I remain without a resolution to the issue and continue to experience frustration and concern over the safety of my vehicle.I am filing this complaint with the Better Business Bureau to seek assistance in facilitating a resolution between myself and Napleton Honda of Morton Grove. I request that the dealership take immediate action to address the faulty mirror and provide a replacement that meets safety and quality standards. Additionally, I urge the dealership to improve its communication and customer ********************** practices to prevent similar issues in the future.

  

  Business Response

  Date: 04/29/2024

  Replacement parts have arrived for the vehicle and an appointment is scheduled for the procedure. 

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21634181
  
  I am rejecting this response because: Thank you for your email regarding the closure of my BBB complaint with reference ID ********.
  
  I apologize for the delay in responding. Following the last correspondence from the business and their suggested solution for the mirror issue, I have tested the heated mirrors in my vehicle as per their instructions.
  
  Unfortunately, after testing the heated mirrors once, I did not observe any improvement in the waviness issue. The distortion in the mirror persists, and it continues to impact my ability to safely use the side view mirror.
  
  Based on the results of my initial testing, I reject the business's response and request that the complaint be re-opened for further review. I plan to follow the business's suggestion and cycle through the heated mirrors four times within a 24-hour period to determine if this resolves the issue. However, due to concerns about battery drainage, as stated in the Honda Odyssey owner's manual, I intend to conduct this process next weekend while driving my vehicle for an extended period of time, when the battery is less likely to be affected.
  
  I will provide an update to the BBB once I have completed this process.
  
  In the meantime, I have attached documentation, including email correspondence between myself and the business, to support my stance.
  
  Please let me know if I need to take any additional steps or if further information is required.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *********************