Complaints
This profile includes complaints for Ed Napleton Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 717 total complaints in the last 3 years.
- 224 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/17/2025
Type: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 in to purchase a car. I was not told that I would not be able to return the vehicle if I was not satisfied with the purchase. I called the next day because I was not satisfied with the purchase and was told that I could not return the vehicle. The sales manager stated that they do not have a return policy, and according to the law I am not able to rerun the vehicle. Upon Research, the law gives you three days to return certain purchase. Also, nowhere in my documents does it state that I was not able to process the return.
Business Response
Date: 04/21/2025
******** **** is working direclty with the General Manager to resolve this concern.Initial Complaint
Date:03/23/2025
Type: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.
We purchased a 2023 Jeep Grand Cherokee from Napleton, it has been nothing but problems. In October of 2024 I took it in for an oil change at that time it had lights on and they said they would call me when a loaner was available, I never heard back from them, I went back to the business at the end of January and left a message for the new service manager to call me because the one that we dealt with in October was fired. The new manager did call me back and left a message to call him I have since left 4 messages with no response. My vehicle warranty is going to expire soon and I have no lane departure assist, no crash detection, the stop and start system does not work, no lines on my backup camera, the camera glitches when in use. This is the 3 rd time I have had this issue! I need my vehicle repaired it clearly has electrical issues. This is a terrible business to do business with. I have never had so many issues get a response from anyone as I do this company.Business Response
Date: 04/11/2025
Tathany ***** is working direclty with **** ******** to resolve this concern.
King regards,Customer Answer
Date: 04/17/2025
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. My vehicle is in the shop and trying to get everything fixed, Disa contacted me promptly and was able to get this dealer to contact me. I have had some push back from the service department and the service advisor.
Sincerely,
Tathany *****Initial Complaint
Date:03/23/2025
Type: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.
Napleton ****** engages is unethical business practices. They sold me a car with the front bumper literally falling off, a day after they claimed they had it ****** certified. When they realized they sold me a car that wasnt ready for the road, they offered to reverse the sale, which is very uncommon for a dealership. They did it because they knew they sold me a complete lemon. After agreeing to reverse the sale, they proceeded to intentionally hold up my refund. They were rude and uncommunicative when I attempted to get updates on my refund. It should have been a red flag in the moment, but hind sight is 20/20, I heard 3 different employee conversations outside of Seths (salesman) office about customer complaints. The way they talked about the customer was dismissive, all of them appeared to be women, and they were discussing how to do the least for the customer and how it was their fault. They need to be investigated thoroughly and stopped from preying on people and selling unsafe cars. Theyre a menace.Business Response
Date: 04/11/2025
**** ******* is working direclty with the General Manager ***** ***** to resolve this concern.
Kind regards,
Initial Complaint
Date:03/20/2025
Type: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 car has been in the shop over a dozen times in the last year. Every time, I'm lied to and I don't even know if they are doing the repairs. And the repairs are all over the place from mechanical to electrical. It is certified so I am not out any actual money but my time has to be worth something. ***** is supposed to be a luxury brand and I have a ****** of a car and they don't care. I'm constantly catching them in lies. I've attached supporting documentation on everything that has gone wrong. At one point I called ********** and they told me I had to work with the dealership and they do not seem to have any care that I'm there every month for a repair.I want to turn in the car and get a refund for what I paid.Business Response
Date: 04/18/2025
***** of Brookfield submits this response to Ms. ********* ********** complaint. While we acknowledge that the customer has experienced multiple service visits, we respectfully disagree with her characterization of the events and believe it is important to clarify our actions and intentions throughout her ownership experience.
Ms. ********** concerns about her vehicle's registration and an associated refund were promptly addressed and resolved. Regarding her issues concerning tire and rim condition, our inspections revealed damage consistent with curb contact. These matters did not result from any error or negligence by our dealership, yet we addressed them at no charge to the customer in a gesture of goodwill.
Since purchasing her certified pre-owned *****, Ms. ******** has returned for service on multiple occasions. All repairs were completed under her ***** Certified Warranty with no out-of-pocket cost to her. These services included tire replacement, suspension component repairs, updates to the audio system, and scheduled maintenance. Each concern was thoroughly evaluated and professionally addressed.
To help reduce the inconvenience of these visits, we provided Ms. ******** with a new ***** loaner vehicle during each appointment. While we understand that any trip to a dealership may involve some disruption, we ensured she remained mobile and that her vehicle concerns were handled efficiently and without financial burden.
In addition to these efforts, our Sales Manager, Mr. *** **********, took it upon himself to personally deliver the vehicle to Ms. ********** home at the time of purchase, complete with a red bow and flowers, in response to her dissatisfaction with the original delivery experience. This level of care reflects the customer-focused values we strive to uphold.
Statements that our dealership or ***** corporate "does not care" are not accurate. ***** of ********** consistently ranks among the highest-performing dealerships in the state and maintains top-tier customer satisfaction ratings. We are committed to meeting the needs of every customer with professionalism, courtesy, and diligence.
Ms. ******** has owned her vehicle for over a year and has benefited from extensive warranty coverage and service support. A return and refund are not remedies available in this situation. Moreover, ***** of *********, which is mentioned in her complaint, has not serviced her vehicle in nearly a year and is not the appropriate subject of this matter.
In summary, ***** of Brookfield has gone above and beyond to address all of Ms. ********** concerns. While we regret that she remains dissatisfied, the record clearly demonstrates that her vehicle has been fully supported with warranty terms and our ongoing commitment to customer care.Kind regards,
Initial Complaint
Date:03/19/2025
Type: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.
******** customers service. I spoke with a supervisor (RJ), and Ziggy (alleged Owner) and they were both nasty, rude and insensitive to my complaints about waiting for over 4 hours for 3 consecutive business days at their dealership when I was quoted a time way shorter than that. No apologies for their mistake and the owner told me not to come back. They all lack professionalism and common customer courtesy and service. Told me my car is under warranty so they dont know what my issue is. I would like to be contacted by someone above Ziggy to express my disappointment as I have been a customer at this ********************** for almost a decade and to be talk to like that is so disheartening. Ziggy was very antagonistic asking am I an adult and telling me what another customer told him about my experienceBusiness Response
Date: 04/18/2025
After speaking with Sequoia Brunt, we were able to gather the necessary information to move forward, she will be working direclty with ******* at the corporate office.
************
Kind regards,
Customer Answer
Date: 04/21/2025
Better Business Bureau:
After speaking with corporate and review of this response made by the business in reference to complaint ID ********, I find that this resolution is satisfactory to me.
Sincerely,
Sequoia BruntInitial Complaint
Date:03/18/2025
Type: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 in a bad accident and we needed to replace the car. My husband went to this H323238303131303536**H (in ****************). I went to sign papers, after a PT appointment and I was not feeling well and it was freezing cold outside. When we got the car home, we found that it was filfhy inside despite the detailing. If they had detailed it properly I still wouldn&#**;t have bought.They detailed it three times and it&#**;s still filthy. I took the car back to the H323238303131303536**H after the third time of detailing, told him it was unacceptable. I asked for the door panesl to be replaced and the sales manager agreed and even said that if that was not satisfactory that the car could be traded out. He asked for three days. We gave him more than five days. After five days, we got the runaround. The sales manager was avoiding my calls. The panels were never replaced. They won&#**;t take my calls.Business Response
Date: 04/18/2025
****** ****** is working direclty with the General Manager *** ******* to resolve this concern.
Kind regards,
Initial Complaint
Date:03/17/2025
Type: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.
service charge for dianositic that was done on car, However the car was their for the same issue back in oct 2024 and i was told no charge if realted, Then when they found something else wrong they want to charge a fee, But the car still has the same issue. 2015 ********************************* Now they claim it has a bad fuel pump, but before no fuel pump issue but the same exact problem with the car having a key fob error and i had to put the key up to the key placement in order for the car to run and get it to the dealership. Same as befor in october .Seeking a refund of ****** the fee that was charged, Plus taxesBusiness Response
Date: 04/16/2025
**** ****** is working direclty with **** ******** to resolve this concern.
Kind regards,
Initial Complaint
Date:03/16/2025
Type: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.
The dealership has had my car since last November. Under warranty I need a new transmission they have tried to repair it all ready with 2 other transmissions and another part and nothing has worked. Now they ordered another transmission and its currently on back order with no ETA. I want a refund or another car.Business Response
Date: 04/15/2025
We have spoken with ****** ********** and the complaint was suppose to be against *** Motors of America.
Kind regards,
Initial Complaint
Date:03/14/2025
Type: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.
To whom it may concern, my vehicle was with your team at ******* from October 28 until March 10. During that time, you broke the door lock on the drivers side and did not inform me about any repairs made. Additionally, the engine cover was not reattached, and there are significant areas of missing paint on the front of my car. I initially brought my car in because it wasnt starting, and it took a month for you to file a claim with *********** after I contacted their corporate office. Eventually, an engine replacement was approved, but you then claimed the problem was with my transmission, which turned out to be incorrect. Your service advisor later informed me that I needed a solenoid replacement for $1,080, which I was told would resolve the issue, but it did not. You submitted a claim to ******* to fix my transmission, which was denied. Additionally, the front paint of my car is chipping because it was left in the sun for too long, and I was not informed about the damage to my door. When I picked up my vehicle a few days ago, I was still charged $1,080 despite the fact that the issue remains unresolved. You noted on the work order that I mentioned my transmission was slipping, but I never said that; I was told by you that my transmission was faulty. I request that a service manager contact me. It has been nearly impossible to reach anyone at ******* to discuss my vehicle. This dealership appears to be scamming customers, as it makes no sense to charge $1,080 for a service that did not repair my vehicle.Business Response
Date: 04/11/2025
******* ****** is working directly with the General Manager **** ****** to resolve this concern.
Kind regards,
Initial Complaint
Date:03/12/2025
Type: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 went to Jeep Napleton March 8, 2025 in the hopes of getting my high mounted 3rd brake light fixed that was not working, on my 2018 Jeep Renegade. I had just come from my local auto shop which was affordable. My concern was how expensive the Jeep dealership is and I would change the bulb myself. With it being high mounted brake light, the lift gate needed to be taken apart a very expensive job just to change a bulb. Which I could not do on my own do to work sched as an over the road CDL driver. So I decided go to trusted auto shop near by instead of expensive dealer. I agreed to the after market brake light which was cheaper and usually works but didn't. Auto shop said they would try again but use light from dealership. Both me and the shop thought maybe brake light not working due to it being after market and that the brake light from dealership would work. I told neighborhood auto shop I would just go to the dealership & get it done in case something else was wrong. So I go to Jeep Napleton *********************************** Arlington hts, IL ***** and they charged me $377 for a new 3rd brake light that didn't work. Not because it wasn't new or didn't work but because it wasn't connected to anything. Turns out it was water inside bulb and it was electrical was why after market light didn't work at other shop. Nobody at Jeep bothered to tell me that I still did not have a working brake light till just before I was about to pay $377. Only cause I asked. So I asked why he didn't tell me at first and why he wanted me to pay for a brake light that still didn't work. I told him I can still be ticketed for brake light not working. **** say don't worry about it. Just come back Saturday and he would cut me a deal, but that I still have to pay again. I asked how much wouldn't give me an answer. His adviser sent me a ********** gave **** 1 star. He call me back & say he cancel me for Saturday cause of a bad review, after I paid him $377 & I took off from work. WRONG I WANT A REFUND!Business Response
Date: 03/19/2025
We appreciate the opportunity to respond to Ms. *********** concerns regarding her service visit to Napleton's ***************** Chrysler Dodge Jeep RAM.
Ms. ********* visited our dealership on March 8, 2025, requesting the replacement of her high-mounted third brake light. She had previously sought repairs at another facility, which had installed an aftermarket light that did not resolve the issue. Based on her request, our parts department ordered a replacement brake light without requiring prepayment. Upon installation, our technician noticed several broken or missing clips, indicating prior tampering with the assembly. Despite this, our technician made reasonable accommodations to install the new light. Initially, the light functioned, but it stopped working when the vehicle moved, indicating an underlying electrical issue.
At no point did our dealership mislead or overcharge Ms. ********** The $377 charge covered the cost of the part and labor for installation, as agreed upon at the time of service. Since Ms. ********* did not request a diagnostic service, our team performed the installation as instructed. Once it became apparent that the issue extended beyond the brake light itself, we offered to schedule a follow-up diagnostic appointment, which she accepted for the following Saturday.
Ms. ********* later expressed dissatisfaction regarding our credit card surcharge policy, which is a standard and clearly communicated practice. She ultimately opted to pay in cash. Additionally, after the service visit, she provided a survey response that significantly impacted our customer satisfaction score. Despite our willingness to assist further, Ms. *********** rating and subsequent conversations led to a breakdown in communication regarding her follow-up appointment.
While we regret that Ms. ********* is dissatisfied with her experience, we maintain that our dealership acted in good faith, performed the requested service appropriately, and offered reasonable solutions. As the installation service was rendered in accordance with her request and the part was correctly installed, we do not find grounds to issue a refund.
Sincerely,Customer Answer
Date: 03/20/2025
Complaint: 23059192
I am rejecting this response because: I clearly am being mistreated and discriminated against. I am a woman and a Army veteran and they thought they could get over on me. By charging parts and labor for a broken brake light they never fixed Instead of just charging me for the part. That did no labor, light was still broken and never fixed. Why would I pay them $377 for a broken light. If they wanted to charge me the $196 for the part fine. Because that's all they did. They did not repair the brake light. Therefore they did no labor therefore I should be refunded 188 dollars for labor they never did. They basically sold me a brake light a part with no labor because had they done any labor my broken brake light would be fixed. They did not offer me a diagnostic, but they could have at least at least offered me a diagnostic. I did ask why they did not offer me a diagnostic and **** ******* the service advisor said they are not electricians working on my car they are the oil change guys looking at it because no electricians are on duty, so I had to just accept broken light labor charge and pay regular price. Total waste of my time. Their credit surcharge got nothing to so with me. They were already overcharging me by making pay a labor charge for not fixing anything. So I refuse to pay another extra time and went to my car to get my debt card to pay. I did not pay cash that is a lie. I used my debt card and have receipts. In fact ***** ******* the service manager and **** ******* the service advisor were watching me go to my car to get the payment like I was their criminal and both of them were ******* me. Cause They wanna hurry up and close cause it Saturday. All could be avoided if they would have just stopped and said look we can't fix it. We can charge you for part you can come back later cause we don't fix anything today. Or you can get fixed somewhere else. But no labor charge cause we didn't labor or fix anything all we did was gave you a part. I want a refund 188. Or I will be contacting Jeep Consumer affairs and my lawyer next. I will have my lawyer have the cameras pulled at that store and the truth will be heard and seen. All they did was rush me out of store and take my money. They fixed nothing.
Sincerely,
****** *********
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.