ComplaintsforNapleton Ford of Oak Lawn

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/16/24 at 745am my 2019 F150 was dropped off at NAPLETON **** oak lawn to have a Trailer Brake Control Module installed. The part was ordered from NAPLETON **** oak lawn. My service advisor was *********************. When I picked my truck up the first thing I noticed was they were overcharging me by about $100 for the part. I pointed that out to Rich and he agreed. He resolved that issue and charged me correctly. I took the truck home and realized the part was installed incorrectly (upside down) the Trailer brake control module also did not function when tested. I contacted rich, sent him a picture and brought the truck back the next day to have the issue corrected, 7/17/24. The tech reinstalled the controller the correct way and I was told he reprogrammed it and it was good to go. I picked it up, brought it home to test it and discovered it still did not function. I reached back out to rich but he did not answer. I have called, left 3 voicemails and multiple text messages asking for answers and next steps. The tech failed to program the trailer brake control module correctly. My attempts to contact them have gone unanswered. The trailer brake module is needed this weekend so I have been forced to correct the programming issue the tech failed to do myself. Id like my money back for the labor $180.

  Business response

  08/05/2024

  We apologize to ******************** for his experience and will be sending him a check for his $180 labor refund in the mail today.  Thank you for bringing the issue to our attention.

   

  Customer response

  08/09/2024

   
  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

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a truck the first day it broke down they had it for more then 30 days and then I got it back broke down again the motor is blown cause they didnt wanna repair it correctly trying to blame changing a head light bulb it blew the motor

  Business response

  08/05/2024

  ****************** purchased a warranty which his issues are covered under, and has been in communication with our service manager regarding the repairs needed.  

• Initial Complaint

  06/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 24, 2024, my daughter visited Napleton **** dealership in ******** ******** to shop for a vehicle. At such time, she presented credit challenges. Around 12:30 noon, I received a call from my daughter stating that she was at the dealership to look at a car. During our conversation, ***************************, who claims to be the manager intervened in the conversation, asking if I would be willing to cosign for my daughter because of the credit challenges that she faced. I was hesitant; not because I don't trust my daughter, but because I didn't want any other debt. ****************** went on to tell me that if I cosigned for the vehicle, my daughter would file a Chapter 13 bankruptcy, relieving me from such debt. I agreed to sign. When it was time to view my credit file, I verbally asked *************************** not to run my credit with lenders more than once. He agreed. The process seemed to be taking longer than usual, so I reached out to my daughter, and again, *************************** intervened during our conversation to inform me that he was getting ready to present the deal to a lender and would not have to run my credit again. All were LIES!!!! After being reassured by ****************** that my credit would not be ran anymore, I began receiving multiple notifications from the three credit bureaus that there were changes to my credit. I immediately called ****************** and was angry about the situation, because I was assured this would not happen. My credit was accessed by 5 different lenders, causing me to have unauthorized hard inquiries on my credit file. He kept apologizing, saying that he wishes that there was something he could do to get the inquiries removed because no one was supposed to run my information after me telling him not to run it multiple times. I reached out to the General Manager, ***************** via email the same day to see if he would rectify this problem, but he has yet to reach out to me. All I want is the inquiries removed and a letter from the dealership stating such.

  Business response

  07/11/2024

  We understand Ms. ******** frustration, but want to clarify that her credit was not run with individual lenders more than once, it was looked at by multiple lenders to attempt to get her and her daughter an approval for the loan they sought.  It is a common misconception that all these credit inquires impact your credit score, but in fact, when credit is run within a certain time frame, it only has the impact of one pull.  Since these inquiries were on the same day, they would have the same impact as one credit pull.  If they were weeks apart, yes they would reduce her credit score, but not when run on the same day.  We apologize for the miscommunication but it was only run by each lender once, not multiple times.  

  Customer response

  07/11/2024

   
  Complaint: 21903875
  
  I am rejecting this response because: My credit was run 5 times WITHOUT my consent. I will forward you all 5 of the lenders that accessed my credit file WITHOUT MY CONSENT, causing me to have 5 unwanted, unconsented inquiries.
  
  Sincerely,
  
  *****************************

  Business response

  07/12/2024

  Consumer signed a credit application, as she stated, to obtain a loan - that document authorizes all of those inquiries.  If she verbally requested it only be run to one bank, we apologize for the miscommunication.

  Customer response

  07/12/2024

   
  Complaint: 21903875
  
  I am rejecting this response because: The application that I signed was for the initial running of my credit!!!!! NOT for it to be run MULTIPLE times!!!!!! Your manager, *************** is a LIAR!!!!!!! He was verbally told NOT to run my credit more than once, and he AGREED!!!!!!!!!!! He TOLD me to sign and then have my daughter to file bankruptcy on the loan, therefore removing me from the loan!!!!! I WILL NOT LET THIS SITUATION GO AND WILL SEEK LEGAL COUNCIL 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of this year, my fiance was in a car accident that totaled the car. He is fine, and the insurance company gave us a nice amount for the total loss. In our hopes of finding a new car, we stumbled into the napleton **** dealership in ******* after looking around. It was the most predatory buying experience we ever had, from sizing us up to cornering us in between a wall and the finance office just to tack on fees we didn't know were going to be added. We ended up putting money down on a 2020 **** escape and it was the worst thing we could have done. After driving it off the lot the check engine light comes on. So we take it back and simply asked if we could exchange this car or something along those lines. They immediately told us "you can't refund a car" and when we told them we would get legality involved they immediately brought out car maintenance reports that we had asked for the *** we bought the car. Prior to this, we found out from purchasing our own car fax report that it had indeed been in an accident (they told us it was not) and that there were several recalled parts replaced. We didn't know any of this prior to buying the car even after we asked during the buying process for this information. So we take it back, and they told us they would keep it and work on it. We came to pick it up and the light came on again. After about a week, while driving down the highway we had to jump out of the car because the cabin began filling up with white smoke. We had to have it towed back to napleton where they kept it for 2 weeks. (At this point, it has been almost a month since we bought the car and we have only been able to drive it for a week) after the 2 weeks (which was yesterday), we came to pick up the car- but before we got in it, thick white smoke coming from both exhaust pipes. One of the service workers came and told us that they would have to keep it and look at it again and that it might need a new engine. They sold us a car, that needed a new engine.......we were also charged $200 for a PCM update that wasn't covered under the cars current warranty. And oh yeah the car is under warranty and it still has not been repaired and they keep lying to us about them fixing the car. We have paid almost $3000 to napleton and our first car note is due May 24th. We know for a fact that junk charges were added and that discrimination is a factor as to why no one at the dealership can help us. Please if there is any information you can provide we would greatly appreciate it. We just want our money back and they can have the car and the title.

  Business response

  06/04/2024

  The vehicle and transaction referred to in this complaint are not from the same person who submitted this complaint with BBB so we are limited on what we can communicate as this is not our customer, but rather it seems a related party.  Unfortunately this vehicle has had some mechanical issues after the sale, and they are being addressed at the dealership's expense under the customer's warranty coverage.  There is no evidence of discrimination as the complaint suggests, just an issue with the car being resolved to the best of our ability.  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December 2022, I took my vehicle to **** because it was misfiring **** fixed the problem I paid $1368.00. but it misfired again in October 2023. I paid for it for the second misfire $330.75. In January 2024, it misfired the spark plug cracked the third time, in February 2024 it misfired for the fourth time the spark plug malfunction again due to the constant misfires now my Truck has a domino effect of problems that needs to be fixed. My two Cadillac converters burned out because consistent gas flow, my two oxygen sensors has to be replaced. My purge valve has to be replaced. purge solenoid has to be replaced, Vent Solenoid Has to be replaced. All 6 spark plugs had to be replaced my engine also needs a tune up. **** tells me to fix the fix the vehicle we need $5500.00. I told **** their faulty parts caused the problems, and they refuse to pay for it. I paid a different auto shop to fix my truck.

  Business response

  04/24/2024

  While we empathize with **************************** car's problems - what he is describing is an issue with ****, the manufacturer of the vehicle and their quality and reliability.  Each time it was brought to our store we addressed the repairs needed at the time.  We always use any factory warranty coverage available for customer repairs, but unfortunately this truck does not have any warranty remaining at over ******* miles.  We do not produce the cars, we just sell them and work to fix them when they break.  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive bought my vehicle a year ago my check engine light has been on ever since. *** took my vehicle to the dealership numerous amounts of time to get the issue fixed. They always says its no issue but the engine light never goes off and the problem is getting worse. apparently **** has no solution to my problem. The car jerks and it feels like the transmission is slipping. Although my car has a warranty I had a 100 dollar deductible that I paid 4 times and my vehicle still has issues and the problem was never resolved.

  Business response

  04/18/2024

  I've investigated the service history of this customer's vehicle - and though we empathize it's frustrating the car is having continuous issues, this is exactly why the customer purchased a warranty to take care of these issues.  That being said, we have not seen the car since January, so if there is another or ongoing issues, we would like to have the car looked at again as soon as possible.  Used cars, or any cars, can have issues, and this is why warranties exist and it appears it's working as intended.  The deductibles are part of that service contract, which there is nothing we can do about that.  If there is still an issue with your car, please bring it back ASAP and we can address under the terms of your service contract. 

  Customer response

  04/18/2024

   
  Complaint: 21587614
  
  I am rejecting this response because: Although I do have an extended warranty I brought the vehicle in multiple times just to experience the same issue. Everytime I brought my vehicle in you all never had any loaner vehicles to accommodate me. I missed days of work and had to keep calling off. I thought that if I brought my **** vehicle to a **** dealership especially the one that I purchased it from that issue will get resolved. Also Im constantly paying a deductible to be in the same position. You guys had my vehicle for a week once and told me it was ready and when I got there the check engine light was still on. This is unacceptable. I dont feel safe in this vehicle. I also feel like if you all couldnt fix the vehicle all the times I brought it in then what will change now? 
  
  Sincerely,
  
  ***************************

  Business response

  04/18/2024

  The vehicle hasn't been to our store in 4 months - it's possible for this issue to manifest itselt itself with the same symptoms, and be different problems each time.  The repair history would indicate it's been something different addressed each time.  We would need to look at it to even determine if this problem is the same as in the past, or somethign different that just feels the same.  No one likes when their car in the shop, we understand - but we can't control how often a car breaks.  

  Customer response

  04/22/2024

   
  Complaint: 21587614
  
  I am rejecting this response because:
  Now Im experiencing my transmission going out. At this point I have no other option but to bring it into the shop. I only had this car for one year. At this point I dont want the vehicle. I would like for you guys to get the vehicle back and either give me something more or equal to my vehicle or buy the vehicle back. You all have been backed up with vehicles since I bought the vehicle. I just want a reliable vehicle and thats what I thought I was getting after coming to **** dealership for the vehicle. I just would like to get treated with some decency. Fix the vehicle correctly so I can stay out of you all establishment. I shouldve never had this many problems within one year and now my transmission is going out. This is pathetic.
  Sincerely,
  
  ***************************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/21/2024 dropped my car off at the Napleton **** dealership ****************************************************** to get serviced for a fan recall. Didnt hear back from the dealership finally got through in the evening, was told the Service Rep that initially took care of me when I dropped off my vehicle, had left for the day (I found out later he had written my number down wrong). The Service Rep that did answer the phone (****) said there was something seriously wrong with my vehicle & asked if he could call me back. I didnt hear back from him, hours later I called again. **** said that when the Service Tech opened the hood to my 2018 **** Explorer, he noted the water pump was leaking. He then asked me if the Service Engine light had come on, I told him it didnt. He was surprised the water pump had broken because the vehicle had such low mileage (less than 48K). He then asked if I had driven the vehicle to the dealership, I said I didto which he responded wow Im surprised because the vehicle is unsafe to drive & the engine couldve erupted in a fire. Then he went on to let me know that because the water pump had to be replaced and that to get to it, meant a laborious (over 12 hours) work the cost to repair was $3200+. He explained the whole motor needed to be taken apart to fix the water pump. I received a vehicle report on 3/23/24 confirming there was no issues with my vehicle. I called **** Corp the next day, explained the situation (low mileage on vehicle, initially went in for a recall which was NEVER addressed), they were willing to have me pay 60% of the repair, they opened a case #CXH-01785079-P6T6J7. I received a call from **** mid last week, he confirmed he completed all the paperwork **** Corp requested from the ***************** it back. **** Corp rep ***************************************** called yesterday said she had NOT received anything from the dealership. I called the dealership on 4/4/24, spoke to ****, said **** quit today. Dont know what is happening to my car

  Business response

  05/06/2024

  Customer's car has been repaired, and though **** was not obligated to cover anything, they did cover 40% of the repair for the customer, which the dealership helped facilitate.  The car has been picked up and we consider the matter resolved.  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2019 **** Edge from Napleton in Sept ****. Within a week the transmission went out. It sat in their shop for 2+ months before I got it back. My temp plate expired Dec 12 2023. I have yet to receive the new plate. First ********************* said they lost the title and had to get a new one. I have been to the bmv 6 times now and they cant provide a plate or temp plate without the title. I have been trying to get a 2nd job for a month now but they need my plate number to officiate me. I am moving March 1st and cant afford a place to live without a 2nd job. Can you please help me get my plate and possibly lost wages for the month of no extra work which is between $500-800 being an uber driver. It should not *********** months to get a plate. Technically I am driving around illegally. Please Help!!!

  Business response

  02/19/2024

  We have had issues with the ******* *** and acquiring title and registration that were outside of our control.  Our title team has been tracking it daily and as of today, the ******* *** has given ** a current ETA of 10 more business days.  ******* has all the paperwork in their possession, there is not more we can do besides wait for them to complete processing.  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Napleton **** has had my car for 2 months. They lied about what they were going to do to my car. The issue I took my car in for wasnt even what they fixed. They claimed everything was under warranty. After a month of having my car and not answering the phone, I had to go to the dealership for answers. I had to go there multiple times. They then told me they were taking my engine apart when at first they told me they were replacing it. After receiving my car back I was told everything was fine but the mechanic that worked on my car no longer worked there. Sounded shady to me. I took my car home and didnt drive it again until Monday. On my to work the oil light kept flashing at me when I pressed the break. Then it kept coming on. I took it in the following day and they kept the car. I hadnt heard anything after a week so I called them. They told me that there were components of the engine that they took apart that needed to be replaced and I had to pay $2900. Then told me call **** to see if theyd pay for it. After having to call back again the person at the dealership named ******************* stated that the parts were fine until after I drove the car. Which makes no sense because I only drove it home 5 minutes away. This dealership is damaging cars and taking peoples money. This is a scamming company.

  Business response

  02/17/2024

  ************************ car requires a repair that is not covered by ****'s warranty, her advisor advised her that she could request financial assistance on the repair from ********** Company.  She took our advice and requested assistance which they granted, which she has 30 days to redeem.  However, she was in our loaner vehicle and that is our vehicle, not ********** Company's.  When we advised that we would need our loaner car back if she was not moving forward with the work right now, she stated **** told her she has 30 days to redeem their offer.  That offer does not let her drive our car for that time, which ******************** was upset with.

  It goes without saying that we did not damage her car, that claim is insulting and if ******************** truly believes this, I would advise she not continue to ask for us to assist her with repairing her car further.  

  ******************** can proceed with the repair ad pay for it with ****'s assistance they offered, or return our loaner car, those are the only two paths forward.  The use of our vehicle is a goodwill item for our customers, customers are not *********** their use.  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this used car from this dealership in May. My mother and I put $3,000 down and so far have paid off $2,700 of the car. That car has been in the shop 6 times in the 8 months since i bought the car. In september when my turbo went out they held possession of my car for 5 weeks before i got it back. We went back in forth with them and they kept lying about parts being ordered and when it would be ready. they offered to take back my car and i would get a new one but tried to get me to pay $100 more a month for that car. a week later my car died on the side of the road and had to get taken back for a faulty battery. Fast forward 3 months later my car overheated and i had to take it back They tested the car and couldnt find any leaks so the day after i get it back i find my car sitting in a puddle of coolant and have to take it back just 24 hours later. The service manager told me they couldnt do anything for me but im under a service contract with them so they have to fix the repairs and take responsibility but they told me to take it to a ***** dealership instead because they couldnt do anything for me. I come to find out that theres $2500 in repairs that need to be made that **** missed when they just had my car for 3 weeks. there was an oil and coolant leaking into my oil pan and sensors that were faulty. Visual to the eye. I would like to get my $3000 i put down and my $2700 ive paid towards the car. Im over this dealership and their lying and mishandling of this situation. Completely overlooking the damages in my car already that they missed.

  Business response

  03/06/2024

  While we appreciate the frustration of the customer, unfortunately some cars break.  Fortunately in this case, the customer purchased a extended service contract which covers the cost of these repairs.  There is and was no representation on our used cars that they are immune from repairs.  We try to complete repairs as quickly as possible but obviously these things can sometimes take longer than either we or the customer hopes.

*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. ↩