ComplaintsforEd Napleton Automotive Group

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase 2019 Maserati Levante March 20, 2024, purchase premier warranty at time of purchase. 2 weeks after purchase check engine light appeared. Call dealership I was told bring car back, I did very same day I was told it was only a sensor that I could continue to drive the truck until the part came. 2 weeks later received call to bring truck in to be fix. June 9th 1am my truck begin to lose acceleration, I pulled over to side of road 1am )service throttle soon if this continue came on dash board)I took a picture, turn car off to reset. ***** started up fine I proceed to head home car was driving fine, then the car started to lose acceleration again pulled over. Turn off the truck, truck did not start back up Tow-truck was called. Truck was place front of my home next day call dealer I was instructed to tow to dealer Days later told engine bad because the oil was not reaching the engine. However I was told it was oil in the engine just was not reaching. I was told to call warranty company give a statement. After doing so my claim was denied I was told check engine light appeared and I drove 4 miles, I told gentleman no engine light appeared I have pictures with stamped time Warranty said they had a machine and check engine light came on so you denied causing engine to fail. I only had this car 2 months at this point thats impossible I did everything I was suppose to I explained to them no check engine light appeared tried to send them photos, I was told no photos will be accepted. As I continued to search this car had issues off show room floor, previous owner once purchased engine, electrical problem Mold in truck, car cuts off without warning,The dealership knew all these issues, I was told by service manger to consider bankruptcy this car 44k I put 15k down ( I was told leave the car at dealer to see if anything change I deserve my money back and this car taken off my credit/ even car fix I purchased warranty, i did not mishandle this car,

  

  Business response

  08/14/2024

  I am in receipt of your July 29th BBB case# ******** regarding the complaint of ***********************. While we certainly sympathize with ****************** plight there is very little we can do for her as this is a matter between her and the warranty company. I have reached out on her behalf and found that the facts of her complaint are largely correct. The warranty inspectors downloaded the data from the vehicle's onboard computer which revealed that the customer drove the vehicle for more than 4 miles after the low oil pressure warning light was illuminated. This driving of the vehicle without proper lubrication was the cause of the engine failure. The warranty company has denied the repair claim and ************** is not willing to pay for it herself. The vehicle did not have a faulty engine at the time of sale. Unfortunately, this is a matter which ************** needs to address with the warranty administratorwhose contact information is on the paperwork ************** received at the time of purchase.

  Please let me know if you have any further questions or concerns. 
  
  
  Thank you, 

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They never us a copy of the breakdown of the final total. The vehicle was listed at $26,750. We were told that there was a promotion going on where we could purchase an extended warranty for 5 years for only $1000. We purchased no other upgrades. We put down $6000 on the car and somehow still ended up financing $28,349. With taxes, title, and the "promotional" extended warranty - the total price should have been no more than $30,463 BEFORE our down payment was deducted. Yet somehow we have nearly $4000 that's unaccounted for. The contract for the warranty does not reflect the $1000 promotional price and instead shows $3,791. There was also damage on the car that we noticed the same day we purchased it and they kept my car for two weeks and only fixed one piece of damage. I've attempted to contact them multiple times in order to get a copy of the signed paperwork that they had us sign 'electronically'- but no one will return my call. I am requesting the business contact me, provide a copy of the paperwork that shows the breakdown of the purchase, and if necessary- refund us of any charges that were not agreed on beforehand.

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *n Fri. April 5, 2024, I took my 2014 Dodge Charger Pursuit V6 to Napleton *************** ('****') to figure out what was causing the smell of raw gas in the cabin of the car. I took a day off from work and I spent over 6hrs waiting for the diagnostic service I paid for to yield some answers. The **** technicians initially claimed they could not smell the gas and that the fuel system wasn't leaking. Then they changed course and said that the issue was caused by a deteriorated *-Ring on the vehicles two fuel pumps. They charged me $424.48 to repair it. Almost immediately I noticed the fuel smell had not gone away and was continuing to permeate the vehicle's cabin. I took the vehicle back to them Sat. May 4,2024 to have them look at it a second time. Another 6 hours went by, and no idea what was causing the issue. They informed me to bring it back Mon. May 6, 2024 so another more skilled technician would be present. I agreed but in the interim, did some research online & discovered that the issue was a crack in the auxiliary fuel pump which was allowing raw gasoline to pool atop the pump which is directly under the right rear passenger seat. Continuous exposure to raw gas causes the top of the auxiliary fuel pump to become discolored & turn from white to yellow. This is exactly how my fuel pump presented to the **** techs back on April 4th & lastly May 6th. I saw the raw gas and the smell was undeniable. It is inconceivable that **** techs could miss this seeing as how the * rings they replaced are UNDER the crown/top of the fuel pump & the tech would come in contact with the gas in order to remove the * ring. I paid $424 for a repair that did not address the issue, and when I showed the techs the problem, they now said I'd need $859 additional to repair it. I declined their repair & fixed it myself, but I am dissatisfied with their service and billing me for a repair that did nothing. I wrote a neg review on ************* offered to resolve but have not.

  

  Business response

  08/08/2024

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

  Kind regards, 

  Customer response

  08/08/2024

   
  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

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2023 Jeep Grand Cherokee to this place for repair to my bumper where the original clips broke. Upon them fixing my bumper clips my fender was damaged and the bumper was not placed properly. This happen several months ago. The girl that took the complaint before we left the dealership stated that the service manager was gone for the weekend and she would get back with me the following Monday to set up for my vehicle to be scheduled with the body shop to fix the damage that was caused by the tech, she text me and stated that they had a loaner lined up and would call me as soon as she had a date. When I called back a month or later she said the same thing. Next time I took my vehicle in for service I was told she no longer worked there and that they had a new service manager would call my wife the following Monday, this never happen. My wife has emailed the general manager of this location and left several messages for the service manager of this location and we have heard nothing back! I still have the text messages that I received, saying that the service was being set up to fix my bumper and my fender that was damaged by their staff and they refused to call me back. I want this damage fixed immediately. Its not fair. That they damage my property and nobody will return my emails or messages!!!

  

  Business response

  08/14/2024

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

  Kind regards, 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I transferred a leased vehicle to a financed vehicle on July 2, 2022. During the process I purchased an extended warranty (VW Drive Easy Platinum Plan) to extend the factory warranty by 48 months or until the vehicle reached ****** miles. ***** purchasing this warranty I have not had to make any claims or repairs. I recently brought my vehicle in to Napleton VW which is where I purchased the car and warranty to have it diagnosed and repaired due to it not starting and due to an error on the Napleton finance manager's part my warranty was not reported. The contract that I signed with Napleton clearly calls out that the agreement coverage term would be 48 months/85000 miles. Napleton is telling me that they are refusing to honor the warranty due to an administrative error on their side and that instead my warranty expired on the date of the original factory warranty.I am looking to have this rectified by their team as I am currently paying for a rental vehicle out of pocket that should also be covered under the warranty and am without my vehicle due to the repairs not being completed. I have attached a copy of the signed agreement between myself and Napleton VW from the time of the vehicle purchase.

  

  Business response

  08/08/2024

  ***************************** is working directly with the Service Director *************************** to resolve this case. 

  Kind regards, 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle 5/18/2020. I have a vehicle service agreement that I purchased for an extended warranty. I sold my vehicle in 2024 with about ***** miles still left on the warranty. I have contacted the dealership multiple times asking for a refund and they say they cannot find the service agreement even though they have a copy of the agreement. I would like a refund back and they are NO help.

  

  Business response

  08/14/2024

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

  Kind regards, 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dealership ran a hard pull on my credit with out my permission, damaging my credit score and preventing me from financing anywhere else to purchase a car. Dealership also lied about the interest score that was agreed upon and put 9% interest after paperwork had been signed., Dealership lied multiple times through out negotiation and cornered my husband and I into buying a car at with a warranty we DID NOT WANT OR AGREE TO.

  

  Business response

  08/08/2024

  We have made several attempts to contact ********************************* but have not had any luck. Unfortunately, we cannot find an account associated with the name or phone number provided in the case notes.
  
  Please respond to this message or call us with the requested information. You can reach us at ************.
  
  Kind regards,

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase the car in April of 2024. The finance department director, ******************* stated that Ed ********************** ***** Dealership will reimburse the $2,852 warranty that was placed against the loan of my contract. She also stated on 4/19/24 that the warranty is $2700 and that you will take $500 off the warranty I found out that it is $2,852 -which is the opposite of what she said was in the contract. She also mentioned that Ed ********************** ***** Dealership will *********** to 12 weeks to reimburse the money. When I purchased the car on 4/19/24, I said I did not want the warranty. I felt pressured into getting the warranty. So, the very next day, I came into the dealership to have the warranty removed - which is already processed to the lender. I want to have this warranty removed immediately because I never wanted it to begin with. Three months passed already and they still have not reimbursed the $2,852. Now this director is on vacation until Sept. and I can not get a hold to no one about this issue.

  

  Business response

  08/08/2024

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

  Kind regards, 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Brought a 2023 *** sportage *********** contracts put on my loan 05/28/2024 Cancelled contacts the very next day They said that they sent checks to *** financial. Its almost 2 months and the money has not come off my principal as of yet

  

  Business response

  08/08/2024

  Please find attached a copy of the cancellation checks payable to KMFC. The delay occurred because accounting received the cancellation request during the *** system downtime.
  
  After processing the *** warranty and 4Life on July 2nd, we received another request to cancel all products except Tire & Wheel. To handle we issued a separate check. Both checks were mailed to KMFC on July 22nd. Unfortunately, they have yet to be cashed.

  Kind regards, 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from Napleton ********************** on April 11, 2024. It has now been nearly four months, and my temporary tag has expired. When I attempted to renew my registration, I discovered that my tag is not registered to this vehicle. I have made several attempts to resolve this issue with the dealership, but it remains unresolved.Additionally, I spoke to the general manager about canceling a tires and wheels warranty. I signed and sent back all the necessary documents, but I have not heard back from them. This lack of communication and resolution is causing significant inconvenience and stress. I expect Napleton ******* Imports to take immediate action to rectify these matters, ensure my vehicle is properly registered, and confirm the cancellation of the warranty as requested.

  

  Business response

  08/08/2024

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

  Kind regards, 

  Customer response

  08/08/2024

   
  Complaint: 22023208
  
  I am rejecting this response because:

   Still waiting for the warranty cancellation refund.
  
  Sincerely,
  
  ***********

  

  Business response

  08/21/2024

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

  Kind regards, 

  Customer response

  08/21/2024

   
  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,
  
  Nada Rifaah

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