ComplaintsforEd Napleton Automotive Group

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A 2014 GMC Acadia was advertised on the internet for $9995.00,when given the price when we were at the dealership, the price went up to $10,890. I ended up purchasing the vehicle,but I feel it was unfair and untrustworthy. Not only did the list price up,they charge me another $399.00 for window tinting that was on the vehicle from the factory. Verydeceptive practices and false advertisement.

  

  Business response

  08/07/2024

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

  Kind regards, 

  Customer response

  08/15/2024

   
  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. Ed Napleton automotive has fulfilled their word and refunded the disputed amount.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I helped my daughter (*******************************) with financing the purchase of a used vehicle from Napleton Lexus of *********. She informed the salesperson she wanted a cash deal on the vehicle and the dealership converted her to a financed deal which included a Loan Origination Fee of $2132.93 and another financing fee of $1,500 that she was not aware of at the time she signed the paperwork. My wife was present at the time of the transaction and both of them inquired about any Early Repayment penalty or other fees associated with the financing and both of them believed there weren't any based on the salesperson's responses. Both were shocked when my daughter learned of the extra fees when she contacted the lender to get the payoff amount of the loan. The sales team either tried but did a very poor job of explaining the details of the financing or were deceptive and knowingly didnt properly explain all the details of the deal. Either one is not acceptable business practices. It is at least deceptive and at worst predatory sales practices. I'm sent a letter to the General Manager of the dealership and have not heard back from him. I would like the dealership to reverse the financed deal and replace it with the cash deal that my daughter original requested.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2019 ****** Camry on 3/27/24. The next day the car threw several dummy lights including check engine. We didn't get that car back for over three weeks because of a "faulty sensor." I called several times to be informed that they couldn't figure out the issue, sent the car to ******, brought it back, and then sent it to ****** again. Only to be told that it was a sensor issue and nothing else. Since then we have had nothing but issues with said sensor, been unable to use cruise control because of it, and the front bumper wont stay on. I took the car to a body shop, Caliber Collision in **********, for a second opinion on 7/15/24 and was promptly told that this car is unsafe to be on the road due to massive frame damage and should have never been sold in the first place.

  

  Business response

  08/06/2024

  Thank you for allowing us to investigate your concerns. We take all customer feedback seriously and strive to ensure a positive experience for everyone.
  
  Upon thorough review, we have found that the vehicle in question, identified by VIN# *****, did indeed pass a state inspection on 02/26/2024. This inspection confirmed that the vehicle met all necessary safety and operational standards.
  
  Additionally, we have attached a current Carfax report for the vehicle, which is dated today. This report includes all relevant information disclosed during the sale, ensuring transparency and full disclosure. We want you to feel confident in our transparency.
  
  We hope this addresses your concerns. Please feel free to contact us if you have any further questions or require additional information.

  Kind regards, 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new truck from Napleton Clermont Chrysler Jeep Dodge RAM in ******** Florida, ***** is the **** I bought a 2021 top of the line Blue TRX Dodge pick up truck. I also bought an extended warranty from the dealership as well, the day I bought the car from a subsidiary of Assurant. Unfortunately, 5/12/24 I had to drive my car to the dealership because it was not driving correctly.I soon found out that my engine needed about $37 of engine repair, the engine basically needed to be replaced. Of course, ***** the ** of the dealership tried to see if the factory warranty. The factory warranty denied to cover anything because they said it was a problem with the fuel which cascaded the problem onto the rest of my engine. Apparently fuel injectors are not covered under the warranty. I called the Mopar/Dodge help line for customer complaints and they reviewed my case and actually concluded/stated that even though the part was not under warranty they would a lot Napelton and ***** DM Notes to offset expenses. ***** refused the DM Notes and said the extended warranty would cover it. The Mopar support group told us they would pay him to fix the car and it is unusual that ***** did not want to do it. ************ then submitted the problem to the extended warranty who finally agreed yesterday to cover only half the expenses leaving my $14,000 to fix the car.***** continues to take DM Notes from Chrysler.I feel violated as a loyal customer and will pursue legal ramifications if necessary and take this case public because I hope nobody goes through the experience that I have had.***** should of followed ********'s demand to fix the car and now he expects me to pay $14,000 to fix a car that is only two years old?I have been in a rental car for 10 weeks and super inconvenienced and the extended warranty only wants to cover 10 days. ***** wants me to pay for the rest! the car could have been fixed by now.

  

  Business response

  08/05/2024

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

  Kind regards, 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went up to ed ******** ***** for a oil change and break service when they told me that prior to that service I needed my breaks changed it sounds like they are going out and they proceed to tell me they are gonna check them I waited 3 hours for them to tell me my breaks are perfectly fine but when I went before they need attention and was in the red I tried to call and get the issues resolved and ever time I called they said they would get back to me its been over a week and they arent answering my calls nor calling me back about the issue

  

  Business response

  08/05/2024

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

  Kind regards, 

  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

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 23, 2024 I made a vehicle trade at Napleton VW of *******. I owned a 2020 VW Passat and traded into a 2022 Kia **6.When I asked questions and test drove my **6, I asked and was told it had two key fobs. I also intended to get a deal made with the used ** credit from the Inflation Reduction Act.I was able to negotiate a price of $25,000 as required by the Act to qualify for the $4000 used ** point-of-sale credit. The selling price was one requirement along with others I took care to ensure this car would meet if it could be sold at the correct price.Once the deal was made, I went to finalize the transaction. I was the last customer of the day to have their deal made. We reviewed what I signed, which included signing a document giving permission to the dealership to conduct business with the *** to receive the tax credit.Taking delivery, a problem arose. I went back to ask my salesperson, *****, for my second key said he was inside the vehicle. After searching, he discovered there was only one key. I was upset and the general manager, *****************, told me a key would have to be made and would contact me the next day. This was enough to allow me to complete taking delivery with one key.I find myself currently with loans for two cars since Napleton VW has so far not paid the payoff to my bank as listed for the car I traded. I am being asked to provide insurance as well, which was canceled as I no longer possess the car.My credit is impacted by reflecting two loans, not one, and it may have adversely affected what I was offered for a recent business loan.I wish to know whether I had been lied to about the ** tax credit (I was charged $3,497 too much to qualify), I want the second key as promised, and payoff loan to ***************** without delay.I have attempted on three different business days (July 12, 15, 16) to call about resolution and I was unable to speak with anyone about any issues. Several voicemails were left with no follow-up at all.

  

  Business response

  07/26/2024

  *************************** is working direclty with ***************************** to resolve this concern. 

  Kind regards, 

   

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We reached out to sales manager *********************** after he called and the National Ex Director ******* who told us to call them. Never got response So, we worked with **** on buying a vehicle.We were told that we had to purchase the maintenance plan and ultimate warranty to finance our car.We were there way beyond closing hours and they had us ******* through all this paper, even got the price wrong and the finance manager said he couldn't fix it. We should of walked away on that, but we were desperate.Only thing we signed was a digital pad, and we were only given partial copies.Then when we even try to use a warranty, which we had to show them copies because they didn't have us in their system. They said the tires were beyond safe to drive and dry rotted. This was 4 months after their safety inspector passed them. Then they say they are so dry rotted they will not repair or replace them. So I go in to talk to finance manager and show him the paper, which he looks at like it's a foreign language He goes to another dealer 2 doors down and find a print out that starts with page #2, but our copy did not have page #1 on it.This misrepresentation and fraud is just the beginning of our problems. They clearly knew the false claims they were making when they sold us this vehicle.

  

  Business response

  08/01/2024

  Amber & *************************** are working directly with the Platform Manager ********************************* to resolve this case. 

  Kind regards, 

   

  Customer response

  08/01/2024

   
  Complaint: 21981179
  
  I am rejecting this response because:

  Amber or myself have NEVER got a call or been contacted by ***** from Napleton. We will await the call as we have been waiting and trying for almost 4 weeks to get help with no response from the company or it's authorized representatives.
  
  Sincerely,
  
  ***************************

  

  Business response

  08/07/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you may have experienced.

  On July 26, 2024, we made several attempts to reach out to ***** and ******* to address your concerns. After three attempts, we could contact ******* using *****'s contact information. Unfortunately, when we tried asking a few questions to understand the situation better, the call ended abruptly.
  
  We are committed to resolving this issue to your satisfaction. We kindly request that you reach out to our representative, *********************************, at your earliest convenience. ***** can be contacted via email at ******************************************* He will be more than happy to assist you further and ensure that your concerns are fully addressed.
  
  Thank you for your understanding and cooperation.

  Customer response

  08/07/2024

   
  Complaint: 21981179
  
  I am rejecting this response because:
  

  We have no contact information for *****. We got a call from ****** and even though we were on the front row of a concert, I answered and told him where we were and that he would have to try us again. Each time I call the store ****** is not available. Each time you respond here you say ***** is suppose to contact us. We have NEVER received or missed a call from this person. We have been awaiting contact for about 4 weeks now. We were so eager to get this resolved and Napleton has repeatedly falsely claimed they are attempting to reach us. We have phone logs showing the numerous times we have called and been placed on hold. It seems the team that answers the BBB response has no communication with the store. It seems Napleton does not truly wish to resolve this issue, they just want to look as if they are trying. 

  We are still eager to work through these issues but Napleton does not seem to want to actually work on the issue at hand.

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

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new ********** on April 6, 2024, and traded in a ****** Tundra at Napleton's ********** of *******. After 30 days, I was notified that the account with ****** was still active and not paid, and I started to inquire about the payout to the salesperson. After multiple failed requests to get proof of the status of the process payment, On May 14, *****, finance employed by the dealer, contacted me to provide me with a copy of the check they sent to ******. However, he could not prove that the check was cashed and that I needed to wait for ****** to update their system. On June 18, I started to reach out by phone and email again to get a status update and proof of payment. On June 21, I went in person to the dealer, and ****, the General Manager, took over the issue. They were not able to provide proof of payment that same day. A few days later, they offered a copy of the cashed check by SouthEast ****** and told me that I needed to contact ****** to resolve it myself. After multiple calls to ****** Financial, they confirmed that Southeast ****** received the check but did not apply to my account because my account is not with that entity, and the dealer needed to contact them to request a refund. On July 3, the dealer was notified about the situation, and it took them a few days to validate the information. On July 6, ****, the general manager, mentioned to me that they planned to send a check to ****** again. The payment was sent to the wrong place this entire time. I told them to check or to provide proof, but all they told me was to wait. There are additional late fees and reports to my credit for missing payment. I have plenty of proof that they made minimal effort to assist a customer and avoid this to get to this point. At this point, I don't have any evidence that the payment was sent to ****** again, and I don't know who else to ask for assistance from that dealer.This whole situation has impacted me personally and financially.

  

  Business response

  07/26/2024

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

  Kind regards, 

   

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new *** from this business on 6/25/24. As the systems were down, I signed paper copies of documents as provided in the image. I was quoted $850 for gap insurance. 2.5 weeks later, I received a call from a lender stating the invoice received by the dealership did not match the credit application that I had signed. The application had been approved under an incorrect vehicle. I went back to the dealership, after speaking with the gm, and was promised everything had been corrected and remained the same. After further inspection of the paperwork, I was charged $1200 for gap insurance. The business manager ***** also took my cell phone stating that he needed to view the *** app in order to fix the problem, but instead completed the customer service experience survey. When confronted, ***** admitted to doing this stating half of his check was taken out due to bad surveys in the past.

  

  Business response

  08/01/2024

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

  Kind regards, 

   

  Customer response

  08/02/2024

   
  Complaint: 21977642
  
  I am rejecting this response because:
  I have not heard from the general manager in regards to this situation. 

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

  

  Business response

  08/14/2024

  According to our records, *************************** has been collaborating with *******************************, the General Manager of Urbana Auto Park.
  

  Kind regards,

• Initial Complaint

  07/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ************** from ************ 2 months ago. First, we had issues with the car Quality 2 days after we bought it. So, we took it to the dealer back and they fixed it, so it was good, but it's Been 2 months now and I still do not have my Car License plates because Dealer never submitted required Documents to BMV. I Have record of all the emails and Calls that I sent to them but no reply. If I will get any Police Ticket or penalty from BMV, *** is responsible to pay all. First email was sent to *************************** in 05/14/2024 and no response. then I called ****** so many times to Follow Up but nothing so far.

  

  Business response

  07/26/2024

  *********************** will need to go to their local *** with a valid Driver's Licenese & auto insurance, at that point the *** will issue the plates. 

  Kind regards, 

   

*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. ↩