ComplaintsforNapleton Cadillac of Rockford

• Initial Complaint

  01/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On May 18, 2022 I Deposited $100 with Napelton Cadillac to preorder a 2023 Cadillac Lyriq.After 6 months of waiting for the delivery of the Lyriq, I cancelled the order.I have requested the refund of the $ 100 in person two time directly at the dealership. Each time they made a copy of the preorder agreement and advised me that they will get back to **** have had no response to my request for a refund. I feel they are stonewalling me hoping that I would lose interest and go away.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I *********************** had some car issues so I brought my 2014 ****** brz to the service center at napleton. I told them the clutch in the car is not working right and I would like them to fix it. They proceeded to tell me the next day that I need a new clutch kit and I agree with them. After they tell me its done and I go in and pay for it I get to my car and the clutch pedal is still super soft and causing premature ware on the new parts. I had asked them what we can do about this and the service manager *********************** told me that because the parts they used are after market they can not doing anything with out me paying for further diagnostic, which would be another $185 on top of the $2461 I already spent for them to only half fix what was wrong. I would really like my car to be fixed properly or just get a refund and I will find time to fix it myself. If there is nothing I can do I would at least like to warn people about there bad service so that other people do not have to go thorough what I am.

  Business response

  11/13/2023

  Almost everything he said was correct. We did recommend a clutch kit, but he wanted a cheaper/aftermarket option from Auto Zone. *********************** explained to him if there is a warranty concern with a part, then it would have to go through Auto Zones parts warranty process, and they typically do not cover all of the labor for a parts warranty. I told him we would be happy to look at it again, but there would be a $185 diagnostic fee. He told us he was going to call us back.  
  

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am thoroughly disgusted with the service I have received from the Finance people at Napleton ******* I purchased a used SUV on March 9th, 2023 and added a warranty for $4405.00. There was also a "warranty" to "protect me' if certain parts were stolen, and was told they engrave the *** on these parts before the vehicle is up for sale so I had to pay the approximate $399.00 for this. I believe this is illegal and at the very least unethical.On March 10th, 2023 I canceled the vehicle warranty for $4405.00 with finance person ******* and was told refund to the bank would take about 4 weeks. After many follow up calls to *******, the last being around July 2nd, the money still has not been refunded. The new finance person, ***, let me know the warranty was cancelled July 6th, but I have to wait an additional 4 weeks for the refund because Napletons has to receive the refund from the warranty company and then will send a check to the bank. Napletons is so lacking in decent customer service that I will never shop for a vehicle with them and will be sure to spread the word.The **************** and ****************** were wonderful, so it is a shame that the finance people have turned a happy experience into one of the worst buying experiences of my life.

  Business response

  07/21/2023

  We apologize for the experience with the finance manager.  He is no longer with us and we have confirmed with ***************** cancellation has been completed.  We anticipate a check will be ready later net week to send to the client.  Thank you

  Customer response

  07/21/2023

  
  Complaint: 20344488
  I am rejecting this response because: It does not address the anti-theft warranty and 3 for one warranty that I told ******* i did not want. When I questioned ******* he said Napleton's does this on all cars. It was added into the purchase price of $12999 on the vehicle. I think it is called Key assist plus, and Three for One Protection. I told them I did not want this and that is why I included this in my complaint. On each of these documents it states, "The purchase of this Key Assist Plus Membership Agreement is not required to obtain financing, or to purchase or lease this vehicle. The 3 for one Protection includes the same statement. I want the charges for these warranties that I was told I had to take, refunded. I would NEVER purchase a warranty like either of these since I have ************** that covers the things stated in the documents.

  Business response

  07/31/2023

  We have confirmed the 3 in one and Key assist has been processed for cancelation.  

  Customer response

  07/31/2023

   
  Complaint: 20344488
  
  I am rejecting this response because: The amount I paid for the service warranty was $4405.00, while the refund I received was $4183.82. I sent an email to ***************** on 7/28/2023 and haven't received a response as of 7/31/2023.
  
  Sincerely,
  
  *********************************

  Business response

  08/11/2023

  The cancellation refund amount from warranty company is less cancellation fee, less the pro-rated amount of unused warranty.    

• Initial Complaint

  04/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my vehicle in for a return warranty issue with my brakes on 4/14/23. I noticed the following day that there was some damage to the rim of my tire. I have contacted the dealership and they have told me they would have it repaired at their costs. The repair person told me he couldn't do the repairs as it wouldn't be at 100%. I then went back to *********************** the service manager and told him this. He has stated they will not replace the rim as they have cameras and don't show it was damaged. I just want my rim replaced.

  Business response

  04/28/2023

  Please find below our correspondence with *************************** from our service manager *********************** on April 18th, 2023.  

  Our offer still stands...

  Good afternoon. I looked at video footage and I do not see where we damaged the rim. However, I will pay to have it repaired due to the frustration youve had with **. We partner with a gentleman named *********************** and he owns Alloy wheel Repair here in Rockford. He does all of our wheel repairs for the used cars we recondition on our lot. I will send him to your home or work (wherever is most convenient for you) and he will be able to do the repair onsite. Please let me know what days/times are best for you, and I will schedule a time for him to come out to Freeport and have it taken care of. Have a great day!

  Customer response

  05/01/2023

   
  Complaint: 19988873
  
  I am rejecting this response because: The repair person told me he can't fix it. I am asking for a new rim. 
  
  Sincerely,
  
  ***************************

  Business response

  05/05/2023

  The repair person can repair it, he stated it might not be 100%.  Our offer still stands on the repair.  We will not be replacing the rim.  thank you 

  Customer response

  05/08/2023

   
  Complaint: 19988873
  
  I am rejecting this response because: it needs to be back to 100% as it was when it was brought into your shop. I want to have the rim replaced.

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

  Business response

  05/09/2023

  As we have communicated to the client and have video coverage, we did not damage the wheel.  As a goodwill gesture we are willing to pay for the repair.  It's cosmetic, not anything to do with damage to the operation or safety of the rim. 

  Customer response

  05/15/2023

   
  Complaint: 19988873
  
  I am rejecting this response because: it is just really disappointing that you won't replace the rim. There is no way I did the damage according to my local body shop. It was done when the rim and tire were taken off for the work you did. I had to come back twice since you didn't fix it correctly the first time and then have damage. I do not care that it is cosmetic, it wasn't there before you repaired my vehicle.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an issue with my vehicle so I brought it to Nepletons to see if they could access my warranty information as I had purchased the vehicle from Nepletons in ************ **. I had to have the vehicle towed since it was leaking gas. It was there from May 26,2022- Friday June 3, 2022. We were told that there was a split in the gas line and it would be $574 to fix it with part and labor + $190 for a diagnostic fee. After discussing with my husband and finding out that the issue was not covered by our warranty, we decided to have the the car towed back home. We were told we still owe the $190 diagnostic fee that I paid over the phone. When I checked my bank account $207.10 was taken out. When we inspected the car after getting it home, the engine components were not put back together and were put in the trunk of the car. They did not return any of the bolts or screws so we will need to purchase new bolts and screws to put the car back together. My husband found out the issue and we ordered the part to fix it ourselves, costing about $80 total. I have emailed and my husband has called and we are told each time that the manager will call back, but still has not. I requested my $207.10 and told them they took out more money than they told me they were. I was told the manager will contact me to see if we can come to some resolution, but still they have not contacted me. The mapping sensor was removed and not put back and without bolts or screws I can not put it back together so the car is virtually unusable at this point.

  Business response

  06/07/2022

  We spoke to client regarding the bolts.  They will be sending pictures of the parts they have and we can figure it out.  The diagnoses fee is $190 plus tax totaling $207.  The vehicle repairs were declined and the tow truck showed up before we could put it back together.  

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On April 2nd, a representative from ****** corporate listened to my complaints regarding the problems I was having with my vehicle. At that time I was advised to contact my dealership, Napleton's, to discuss the problems and assured that I would receive a rental vehicle to drive until my issues on my 2020 ****** Ascent (that I purchased brand new) was having. Since owning the vehicle, I have had to have the front brakes replaced 4 times, after they serviced the front end of my vehicle to 'fix' a recall it has been shaking when driving at higher speeds, the transmission slips, and my rear breaks are squeaking (just to name the major problems I've experienced). There is currently a recall on the transmission, so I was advised that if I was experiencing transmission slippage I should take it to the dealership and get a rental vehicle provided until there is a fix for the recall (which keeps getting pushed back and is not yet available). I have spoken with both ***** in the service department at Napleton's and her supervisor **** about my concerns, but they are not returning my calls and have not yet scheduled my vehicle to be serviced. My most recent interaction with them was over 2 weeks ago; when I called to speak with **** yesterday (Tues 5/24) I was advised that ***** would call me back that day...she has not returned that call. So the vehicle that I purchased brand new, expecting quality and service that generally is expected from ******, shakes, slipps, and makes me feel unsafe. And to make matters worse, the service department at my dealership won't return my calls. I feel unsafe in this vehicle and am no longer comfortable driving it. I would appreciate a resolution before my children and I get stranded on the side of the road or worse; please!

  Business response

  05/26/2022

  The transmission issue is part of the upcoming WRK21 recall, and since the client may be in the vehicle for up to a month, preapproval on a rental is required by ******* Our service manager *********************** spoke with ***** on 5/24.  ***** in ************** has spoken with ***** today and has an appointment scheduled on 6/3.

  Customer response

  06/01/2022

   
  Complaint: 17256235
  
  I am rejecting this response because the dealership is only responding to a portion of my complaint.  Yes, there is a recall that does not have a fix yet, but since the service department made repairs to my Ascent in March, ripping apart my front end, the vehicle has had a shake when driving at higher speeds.  It also has squeaky breaks.  These are some of my other problems, that should have been addressed already, that are separate from the transmission recall.  I have informed Napletons of these issues, but they have not returned my calls until they were contacted by the BBB;even now they are only speaking to the transmission recall.  I will not be satisfied until they assess ALL of my problems, make the necessary repairs, and complete a thorough inspection of my vehicle to make sure it is safe due to the high number of repairs I have had to have fixed since buying the vehicle brand new less than 2 years ago.
  
  Sincerely,
  
  ***********************************

  Business response

  06/08/2022

  Our service manager *********************** spoke to ********, ******* husband yesterday.  We recieved authorization to test drive the vehicle so the computer can recognize when the transmission slips.  **** will be communicating with clients today and moving forward.  We are working towards resolving.  Thank you

  Customer response

  06/20/2022

   
  Complaint: 17256235
  
  I am rejecting this response because:

  Dear BBB,

  I apologize that I didn't respond to the prior message. We are currently at a standstill with Napleton's. Our ****** has been at Napleton's since Friday, June 3rd. The last time we heard from Napleton's was Thursday, June 9th. At that time we were told that they were going to be switching us from a Napleton's rental vehicle to a larger vehicle from Enterprise that we would have long-term while they were waiting to be able to fix the transmission recall that does not yet have a fix. Our ****** Ascent is an eight seater, whereas we are currently in a five-seater Outback. We were told we would get a more comparable vehicle to drive for the long term, but we have not heard back from Napleton's since the 9th and we're still driving their 5-seater Outback. On the 9th, my husband also spoke with ****, the service manager at Napleton's who advised that he was trying to get ****** to cover the tires. Again, we haven't heard anything since the 9th. Please do not close this case, as we do not believe anything has been resolved yet. We are just giving them time and an opportunity to try to do the right thing for us.

  
  

  Do you advise that we continue to give them time or are we better of trying to contact them to get an update (if there is one)? Please help advise us with our next steps!

  Thank you,

  ***********************************

  
  

*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. ↩