ComplaintsforEd Napleton Automotive Group

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Below is the email I sent and havent heard back after multiple phone calls and promises that someone would get in touch with me. We hope this message finds you well. We wanted to bring to your attention some concerns regarding the recent purchase of the 2015 Black Jeep from your dealership. On June 29th, our son acquired the vehicle, and during the test drive, we noticed some issues with shakiness. We were informed that it might be due to water or rust, and were assured it would be addressed if it persisted.Unfortunately, despite our return visit on July 3rd, the problem still persists. My husband even took it upon himself to replace the front brakes and rotors, which improved the shaking but did not resolve it completely. Our mechanic, currently on vacation, suggested replacing the rear brakes next, which my husband will be taking care of.In addition to the ongoing shaking issue, we have encountered other concerns such as severe jerking when accelerating quickly and high idling when at a stop. Furthermore, we were charged for window tinting that we later discovered was not recently done as indicated and although we were informed that the car had been serviced, it appears that there is only 3% oil life remaining, indicating that the service did not take place as expected.This purchase was particularly significant for our son as his first major investment, and it has been a disappointing experience so far. We understand the purchase was made "As-Is," but we would appreciate your assistance in addressing these issues and ensuring the car's overall condition.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a new car from Napleton *** 5/20/24. I was told it would take 3 days to get the car prepped which turned into 2 weeks. On delivery it became obvious that the car was never prepared for delivery. It was dirty, paint swirls, safety recalls not done, software not updated, no 2nd key, no manuals, no charger, paint protection package not done. I was pretty unhappy and the salesman knew I needed the car so he said I could bring it back next week. I was totally shocked, my salesman lied to me throughout the sale and he wants me to bring the car back after 2 weeks sitting in the shop. What I want is a refund for Xzilon protection package for which I was charged and paid $1135.00.

  

  Business response

  07/01/2024

  ************************* is working directly with the General Manager *********************** to resolve this concern. 

  Kind regards, 

  Customer response

  07/01/2024

   
  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

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our electric vehicle has been in their possession since February 10th. Initially, they stated it needed a new part. We waited for 2 months with little to no communication about status. I spoke with customer service in March about proper communication about the back ordered part. 5 days later we received a text that employee **** no longer worked there. *** took over and were told the parts were on back order. I called customer service again on May 23rd, and then we got a text saying the part was coming in. We received a text that the part arrived, but did not fix the problem. June 4th *** texted saying they were sending a field tech to look at it. June 13th they said they would be there on the 20th. We asked for updates daily and have not received any until today we were told *** no longer works there. Called customer service again today 6/25 and was told a manager would reach out. We have been without our vehicle for over 5mos and not able to find any answers or timeline on resolution. They keep asking us if we want to sell it to them, but once we tell sales the situation, they don't call back.

  

  Business response

  07/12/2024

  ************************** is working directly with ************************* to resolve this case. 

  Kind regards, 

   

• Initial Complaint

  06/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I saw a Tesla model 3 advertised for $14.5K+$1100 in fees (Stock number PMH1423A), called to verify, they tell me yes, I make an appointment and drive 96 miles to see it. Great attention, the car was exactly as described, and we sit down to see the price, $25k. No problem, I know this happens, I tell them "I will pay for the advertised price, the advertised fees and the legal taxes, and then we can discuss warranty". After several times they wanted $980 for work done before to get it ready for sale, 2x the fees, 2x the legal taxes and a $999 Luxcare 5 Yr Protection Plan. The explanation of the sales manager "I got 50 people buying it for this price, is the lowest price in the country try". He politely let me go, but before I left I repeated "You do understand I am willing to pay the advertised price and fees, right?", he just turned around and walked away. This is a violation of several regulations at the state and federal level. Just keep in mind, this is not just false advertisement and fraud. I wasted an entire day looking to make an honest deal. Instead, I found your Manager, ****, breaking as many customer advocacy protection regulations as possible.I sent a note to **************** and after taking for some time we agreed that I would accept to buy the vehicle for the advertised price. Somebody was to call me first thing in the morning.Nobody called, no more contact. I wasted an entire day, drove almost 200 miles all because they decided to do fraud and false advertising.If so many people are willing to buy the car with all those extra charges, why is there a need to lie in the advertising????The agreement with ************ was the vehicle to be sold for $12912 ($4K EV tax credit transfer already discounted)

  

  Business response

  07/10/2024

  ************************* is working directly with ******************* the Platform Manager to resolve this case. 

  Kind regards, 

  Customer response

  07/11/2024

   
  Complaint: 21882058
  
  I am rejecting this response because: They contacted me a few times and gave me several excuses to try to get me to look at other cars. I told them I would wait for that car at that price, so they stopped all contact whatsoever and it has ben * weeks. This was a dishonest and illegal business practice. False Advertising and Bait and Switch should be enough to take their dealers license away. Be aware if you do business with any of their stores, these are kind of people you are dealing with.
  
  Sincerely,
  
  *************************

  Customer response

  07/11/2024

   
  Complaint: 21882058
  
  I am rejecting this response because: They contacted me a few times and gave me several excuses to try to get me to look at other cars. I told them I would wait for that car at that price, so they stopped all contact whatsoever and it has ben * weeks. This was a dishonest and illegal business practice. False Advertising and Bait and Switch should be enough to take their dealers license away. Be aware if you do business with any of their stores, these are kind of people you are dealing with.
  
  Sincerely,
  
  *************************

  

  Business response

  07/18/2024

  Thank you for allowing us to address the concerns raised by *************************.
  
  We understand ******************** disappointment regarding the inability to purchase the vehicle he was interested in at the same price. Initially, he had the chance to acquire ***** but chose not to proceed. Later, the vehicle was sold to another customer on the same day.
  
  As part of our sales policy, we operate on a first-come, first-served basis and do not take deposits on cars. Unfortunately, another customer purchased the Tesla while **************** was still negotiating the price.
  
  Pre-owned vehicles are unique and vary due to several factors, such as features, colors, mileage, and vehicle history. Despite our best efforts, we have yet to locate a similar vehicle within the same price range successfully.
  
  We understand the disappointment **************** is experiencing and want to assure him that we are committed to helping him find another vehicle that meets his needs. Please let us know if there are any further steps we can take to resolve this matter.
  
  Kind regards,

  Customer response

  07/18/2024

   
  Complaint: 21882058
  
  I am rejecting this response because: The story is a complete lie. I was told the vehicle was not available anymore because it had to be repaired, no it turns that it was sold. I was ready to buy it at the advertised price, and the vehicle was available then. They stringed me around for a week telling me that it had to be repaired and that maybe I had to pick a different vehicle. Now it turns out the vehicle was sold that same day? Absolutely dishonest! You give car dealerships a bad reputation by using illegal practices to sell your vehicles!
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted the dealership on May 31 2024 to notify the business that I sold the car that they pressured me into buying along with the extended warranty . I spoke to ********************************* and she asked for documentation that I sold the car which I sent them the very next day. I sent follow up emails on 6/1, 6/3, 6/4 ,6/6, and 6/10. I have called numerous times only to be told she's not in and I could leave a voicemail which I have 3 times now and not once have I ever got a response whether though email or phone call. Today when I called and asked for her they told they don't have anyone by that name that works there ??? the receptionist said we have a ******* that works in finance who I assume is the same person and I left her a voicemail. the amount of time and effort I have had to put into this to get my refund is absurd I just want my money back why is this so difficult ? I have to call there 3-4 times before someone will even pick up the phone how can this be a customer service business when they don't even answer the phone . I don't have the time to keep chasing them down to get my money please help!

  

  Business response

  07/02/2024

  ******************************* is working directly with Dis ******** to resolve this concern.

  Kind regards, 

• Initial Complaint

  06/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Napleton ********** of *******, which included an extended warranty. A few years later, the vehicle had an engine failure which was covered under the warranty, but I decided to trade the vehicle in and purchase another vehicle from the same dealership. I agreed to keep the extended warranty active so the engine repair was completed covered fully under the warranty. The claim was initially denied but eventually approved (all this did was extend the time until I could cancel it) Now that the Atlas is repaired, the property of Napleton **, and placed for resale. I now am trying to cancel my extended warranty. I keep hearing its really simple, some paperwork gets drafted up (by the dealer) and all I need to do it sign it, and Napleton processes it for cancellation and premium refund. I can not get Napleton to draft it up so I can sign it. Multiple phone calls, messages left, emails to any address I can find went unanswered, and stopped by during the we are too busy time of the day for something that requires only my signature. The ****************** during my time owning the ** was stellar! The Salesperson handling the trade in-new purchase performed everything in a timely manner. The ****************** and general customer service to complete my warranty cancellation is ridiculous. It seems like canceling a warranty is not making any money like selling a car so the attention to that customer is pushed aside. Unfortunately that also means that this particular customer will not provide any repeat business with this dealership.

  

  Business response

  07/02/2024

  ******************************* concern has been addressed by *******************, please feel free to reach out to him directly *********************************** if you need any further assitance.  

  Kind regards, 

   

  Customer response

  07/02/2024

   
  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.  Just after the time I had to resort to the BBB, the local dealer addressed my concerns before the complaint probably even got received. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car in for Service for my AC system. The lady told me it would be $390 diagnostic fee. I told her that it should be under Warranty and if I had to pay anything out of pocket I was leaving. She then assured me to just have the car looked at and she would notify me if there was going to be anything they would need to charge me for before they did anything. After going to sit in the waiting room she brought a piece of paper for me to sign just stating it was allowing them to look at my car After several hours of sitting I saw my car outside I went up to her and asked what was the status of the car She then tells me it was low on refrigerant they evacuated the system and added new refrigerant and that it would be ******. I told her that nobody spoke to me about it and asked me for authorization. She then tells me that was what I signed. I spoke with the Service Manager sitting there eating his lunch and he said there was nothing he could do just pay the ****** and have a good day.

  

  Business response

  07/01/2024

  According to our records, ***************************** brought his vehicle to our dealership on 05/16/2024 for an issue with the ** system, which had previously been serviced at another shop in **********. ************** was informed that if the issue were related to the previous work done at the other shop, it would not be covered under our warranty. Our Service Manager, *****, and our Service Advisor, *******, communicated this before commencing any diagnostic work.
  ************** agreed to the diagnostic procedure, which required evacuating and recharging the ** system to check for leaks, and he signed the repair order authorizing this work. This procedure was necessary to diagnose the ** issue accurately.

  The timeline of events is as follows:
  The repair order was created at 8:21 AM.
  ************** was texted at 10:19 AM, less than two hours later, informing him of the status.
  At approximately 10:25 AM, ***** spoke with ************** in person.
  
  During this interaction, it was explained that the ** system was low on refrigerant, but no further issues were detected. The charges were for the labor involved in diagnosing the issue and the freon used to recharge the system, which ************** had authorized.
  
  We understand that ************** was frustrated because the ** system was warmer than expected, and the previous shop could not accommodate him for a follow-up visit. However, our team acted within the scope of the authorized work and provided the necessary service promptly.

  We regret any miscommunication that *** have occurred and appreciate the opportunity to clarify the situation. Should you have any further questions or need additional discussion, please feel free to reach out directly.
  
  Best regards,
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive been having problems with my vehicle stopping at any given time. Ive taken my car to the dealership where I purchased it. I expressed to them that it was a safety issue because it stops at any given time. In Feb I took my car in because of the problem. They said that they couldnt find a problem with it. On **** 5 2024 I took my car back and showed them what it was doing and had pictures to show. They said they found the problem and that the part had to be order. On **** 7 the part had came in and I scheduled an appointment for **** 11-2024 at 12:15.I arrived at 11:36 am and was told it was going to take a few hours. Which was fine. It took from 11:36 to 5:30 pm for my vehicle to be repaired. On **** 12 2024 my car stopped again. Less than 14 hours from the time in which my vehicle was supposed to be repaired. The problem still exists. I am uploading the documents and photos to show the problem still exist. It is a safety problem for me my family and any vehicle behind me. Due to the fact that it stops at given time and can cause an accident.

  

  Business response

  06/14/2024

  ******************************* is working directly with the Service Manager ************************* to resolve this concern.

  Kind regards, 

  Customer response

  06/16/2024

   
  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

  06/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I visited Napleton's ****************** with the intention of purchasing a used 2023 Tesla Model 3. I spent time speaking with them over the phone and visiting prior. During my most recent visit, where I intended to wrap it up and purchase, the initial offer included a lot of add-on fees I indicated my desire to decline the what I perceived to be add-ons: Luxcare 5 Yr Plan, Key Protection, *********** Protection, Xzilon Screen Protector, and Shadowmark. They removed some, but kept some as well. I repeatedly conveyed that I did not want the Xzilon Screen Protector Coverage and the Luxcare 5 Yr Plan. Despite my clear efforts, the salesman and subsequently the manager insisted that these add-ons were mandatory for all vehicles sold at the dealership and were non-negotiable. Although I'm grateful the manager offered to add $ to my trade-in value to help offset the cost a bit for these warranties, it still left me paying a remaining balance for warranties or services I didn't give care for...After further discussion, where I expressed my willingness to purchase the vehicle without these add-ons, it was reaffirmed that these were required for all cars & had to remain part of the sale. Consequently, after some back and forth and me repeatedly expressing that I didn't find it fair to pay "add-on" fees as a basis of doing business, I was turned away and was subsequently unable to complete the purchase. Like, what?? Is this legal??I was already approved by the bank and I had my down payment on hand. But you're turning me away b/c I don't want your stupid warranties? lol Upon further research, I discovered NUMEROUS online reviews and complaints from other consumers who have experienced similar deceptive practices at Napleton's ******************. Many customers have reported that the ********************** adds "mandatory" warranties and other add-ons and refuses to do business unless consumers agree to these additional charges.Just disappointed. What a waste of time.

  

  Business response

  06/14/2024

  ******************************* is working directly with the General Sales Manager *********************** to resolve this concern. 

  Kind regards, 

  Customer response

  06/14/2024

   
  Better Business Bureau:

  I was immediately contacted by the General Sales Manager, ******, who was incredibly helpful, supportive, and clarified the miscommunication that occurred. Since initially speaking with him, he has gone above and beyond to check-in and to maximize my experience overall. I cannot convey how frustrated I was by my original experience at the dealership, but he has completely turned it around! I could not be happier and am super grateful to him for making an exceptional effort to turn everything around. I understand that mistakes happen and, now based on this renewed experience, I will 100% be coming back! 

  Thank you!

  Alejandro 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On June 3 2023, I was asked to cosign for my cousin ***********************************, I was 19 years old at the time of purchase and I earned $1,700 a month and had very limited credit. I'd never worked with a loan before, and the dealership explained I was cosigning. I believe that fraud was committed in order to get approved for the loan, and deceiving me into thinking I was cosigning when I was the only one on the loan. with the information I provided the dealership as a cosigner I should have never been approved for a $40,600 loan. I've called Naplton *** in fishers serval times and told no ones ever available to call and no one calls back. Since they must have changed the information on the credit app and deceived me and the bank I'd like the vehicle bought back at full price, I would further like to have copies of all paper signed by me and anything summited it the lender as well as everything in the deal jacket.

  

  Business response

  07/01/2024

  After conducting a thorough evaluation of the relevant paperwork and interviews with our employees, I have been unable to corroborate the details of the account you provided.
  
  To investigate your concerns further, we request that you provide any supporting documentation or additional information.
  
  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. ↩