ComplaintsforEd Napleton Automotive Group

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a used 2016 GMC Yukon on 8/3 paying CASH. After buying the Yukon it took until 8/7 to accept delivery (4 days to preform safety and inspection and oil change) As of today 10/2 the state maximum allowance on Missouri DOR form 5620 Napleton mid rivers CJDR has failed to get me the title. I am now holding a vehicle with expired temporary tags, my city can start fining me for an unregistered vehicle on my property and the state will apply late title fines. The sails man ******* ****** of Napleton mid rivers **** offering paying title fines does not cover the hardship created in having an unusable vehicle after investing in not only buying the vehicle the, ****** services, spare keys, floor mats, tires, battery and, repairing the rear entertainment screen. So much for a useable family vehicle. I have contacted the General Manager ***** ****** of the dealership both by voice and text with no response.

  

  Business response

  10/22/2024

  ****** ****** is working directly with *** ******** and his staff to resolve this concern. 

  Kind regards, 

  Customer response

  10/23/2024

   
  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

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used SUV on June 18, 2024, with very limited factory warranty and the purchase of an extended warranty. On August ****** the vehicle started having mechanical problems, I took it to a different jeep dealership but due to a clause in the extended warranty contract the vehicle had to go back to Napleton for repairs. On September 30, 2024, I was told that both of the vehicle's batteries needed replaced, both rear wheel bearings were leaking and needed replacing, as well as the alternator was in need of replacement. This vehicle was not properly inspected before being put up for sale by the Dealership, and I feel it is the responsibility of the dealership to cover the cost of repairs for the vehicle. Napleton is not a secondhand car dealership, and I would have never expected to receive such a botched vehicle.

  

  Business response

  10/07/2024

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

  Kind regards, 

  Customer response

  10/10/2024

   
  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

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Told me they would fix my oil leak for me, kept putting me off for months, i have paid them over 6000 dollars for repairs for a nightmare car they sold me, all of this in the first few months. they kept car in their shop for over 5 months. I contacted ***** Caitlen at least 8 times an never returned not one call, he is general manager. Oil leak has never been fixed yet an he refuses to do it.I have a text message that said he would fix it an i have confirmation emails from them that i did contact *****

  

  Business response

  10/07/2024

  Lanie Benton is working directly with the Service Director Madhur Bawa to resolve this concern. 

  Kind regards, 

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issue: 2nd key was kept without my permission (theft). 9/12/24: purchased a 2021 Jeep Renegade. The purchase included two keys. The vehicle was delivered 9/19/24 with the two keys. The car would not start and it was picked up that evening with the two keys. The car was redelivered 9/13/24 with one key. I inquired and was told the key was kept to protect me from getting stranded since it didnt work properly? I said that was not satisfactory. They have no right to make a decision regarding the key that belongs to me. There was no discussion about the key prior to them deciding to keep it. I wrote emails, text, and called to get the key returned. As of today, 9/29/24 no one has responded to any of my correspondence. The key has not been returned.

  

  Business response

  10/07/2024

  Phyllis Harris has worked direclty with the General Manager Mike Terzo to resolve this concern. 

  Kind regards, 

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle has been at Napleton Mid Rivers Chrysler Dodge Jeep Ram since 08/21/2024 for a warranty repair without a trusted date of completion. I've been given three estimated completion dates (9/6, 9/12, 9/24); repair delayed each time. My advisor doesn't initiate contact with me to provide updates. Each time the estimated completion date passes, I'm the one that calls in or shows up at the dealership for an update. When I call for an update, my advisor tells me that he has to run to the back to check with the technician and will call me back. Often, I don't receive a call back and I have to follow up. From the beginning, communication has been poor. I never received a call after my vehicle was diagnosed. On 8/30/2024, I found out from a technician that parts were ordered even without calling me to let me know the issues. I'm assuming customer authorizations aren't needed for warranty repairs, but the lack of communication is unprofessional. I requested a printed diagnosis report from my advisor, and he didn't have a way of doing that.The most recent estimated completion date was 9/25/2024. Today is 9/26, and I haven't heard from the dealership. It's taking an unreasonable amount of time to repair my vehicle. I want my repair completed.

  

  Business response

  10/07/2024

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

  Kind regards, 

  Customer response

  10/09/2024

   
  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

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been waiting on recalls to be repair my car 2013 ****** . They havent call me with an update on the status on the vehicle. Its been over months . vin for the car is *****************.

  

  Business response

  10/07/2024

  Kia Motors America has declined the engine replacement request for your vehicle as the engine was found not to be the original equipment (OE) engine. Unfortunately, this decision cannot be appealed at our dealership level. We understand how frustrating this situation may be, and we recommend contacting Kia's Customer Recall Hotline at 1-800-333-4KIA (4542), available Monday through Friday from 5 AM to 6 PM PST, for further guidance and support regarding your case.
  
  Kind regards, 

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We drove our 2020 ******* Palisade to Napleton ******* because it was shutting off randomly, but there were no notification lights on so we couldnt self diagnose the issue. Upon arrival, we informed the service department we were intending to sell the vehicle. We paid for the preliminary inspection and they told us there was engine oil in the engine compartment. They suggested a de-sludging. We were assured this would increase the value and would eliminate the issues presently faced. Shortly thereafter the de-sludging was complete and we were charged. During the procedure the service team locked the engine rendering the vehicle inoperable. Despite having driven it to the dealership, the service team charged us for an inoperable vehicle without informing us we had an issue, then concluded by suggesting we tow it home! My pregnant wife and I were denied a rental car and had to call an **** home. After we complained we were told it would be handled through warranty services. For the next year Napleton kept our vehicle, constantly promising to pursue its repair while never actually doing it. During this time, nearly ten service employees were fired or quit, at least five were directly responsible for our cars care. We called, visited, and met with service team supervisors that all promised to rectify the situation, to no avail. Over the year our vehicle spent at Napleton ******* of ******* we had to **** to the emergency room, swap rental cars numerous times and ultimately were threatened by staff to return a rental or the police would be called as if wed violated terms. This was the most miserable process we have ever endured at the hands of a seemingly upstanding business. Beyond the $1,000+ paid to Napleton, we ended up having to pay nearly $6,000 to purchase a salvaged engine to accommodate the recent addition to our family. All the while, the dealer withheld information our engine troubles were due to a defective engine that was discontinued.

  

  Business response

  10/07/2024

  Thank you for reaching out and bringing these concerns to our attention. We sincerely regret the challenges and frustrations you have experienced throughout this process. Our goal is always to provide exceptional service, and we understand that your recent experience fell significantly short of that standard. Your feedback is invaluable to us, and we are committed to addressing your concerns with the utmost care and attention.
  
  We apologize for the inconvenience caused by the issues related to the desludging procedure and the subsequent problems with your vehicle. The situation involving the extended service time, lack of communication, and the delay in resolving differs from the quality of service we strive to deliver. We are especially concerned by the difficulties you faced in obtaining transportation while your vehicle was being serviced and the need for more clarity regarding the engine's condition.
  
  We understand that these circumstances burdened you and your family, especially during such an important period. Please know that we are reviewing this matter internally to address any service gaps and prevent similar issues from affecting our customers in the future.
  
  Regarding your request for a refund, it is important to note that the engine desludging procedure was required as part of your extended service contract. For reimbursement or further compensation related to these costs, we recommend contacting your extended service contract administrator directly to discuss your options. We will be more than willing to assist by providing any documentation needed to support your claim.
  
  Kind regards, 

  Customer response

  10/07/2024

   
  Complaint: 22302443
  
  I am rejecting this response because:
  
  The desludging procedure wasnt required it was adamantly suggested by a careless service agent that neglected to disclose the possible consequences. Had we been informed we would have sold the vehicle without desludging. Additionally, we contacted the warranty company multiple times but, poor correspondence from Napleton delayed the process. Constant employee turnover and negligence were reoccurring themes. Furthermore, we were forced to replace the engine ourselves after a year of negligence and mistreatment. This is not excusable and we deserve to be reimbursed for the total cost of the engine replacement and installation. 

  Sincerely,
  
  ****** C. *****

  

  Business response

  10/11/2024

  Thank you for reaching out regarding your concerns. We value your feedback and are committed to addressing your issues. After reviewing the details of your complaint, we would like to address the key points raised.
  
  It is important to clarify that vehicle maintenance, including any recommended procedures, is the vehicle owner's responsibility. In this case, the engine desludging procedure was necessary to proceed with the terms of your extended service contract, per a conversation with an agent representing your extended service contract company. Our records indicate that the procedure was required to be considered for coverage of the needed repairs.
  
  We understand that this situation has been frustrating for you, and we sincerely apologize for any delays or inconveniences caused. However, for a more comprehensive review of correspondence, we recommend that you contact your extended service contract administration office. They will be able to provide a detailed log of interactions and assist with any further questions.
  
  We regret that you had to replace the engine at your own expense. However, based on the terms of your service agreement, the desludging procedure was required, and as such, we cannot offer reimbursement for the engine replacement and installation.
  
  Please feel free to reach out if you have further questions or wish to discuss this matter in more detail.

  Kind regards, 

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2024 ********** in the beginning of August. I signed over paperwork that gave them the right to handle my title work, with their signed portion promising to get the title work done before my temporary tags expired. My temp tags expired two days ago, September 15th, 2024. I have not received anything to give me access to go get my registration and tags. I have called and checked the *** website and they have not received anything. I spoke with HR and she admitted on a recorded line that it is illegal that they broke their end of the contract, and now I have no choice but to illegally drive around with expired tags. I value my clear driving history and I am at risk of huge tickets for this, because of their lack of good business. They are neglectful and give me the RUN AROUND every time I go into their office or speak to any general managers. They ignore my calls, dont return them, dont return emails, and are completely avoiding me due to their faults.

  

  Business response

  10/06/2024

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

  Kind regards, 

  Customer response

  10/07/2024

   
  Complaint: 22297177
  
  I am rejecting this response because:
  
  this business offered me $700 to sign an outrageous NDA. This offer was insulting and after speaking with my legal representation, that doesnt compensate a portion of the emotional turmoil and stress I was put under by Napleton *** of Fishers. I was repeatedly gas lighted, lied to, and tricked. The whole business is fraudulent and if they want to resolve with me directly then they should come up with something thats ACTUALLY compensating considering all of their actions will be disregarded since the beginning of the world. This business also used my maiden name instead of my married name, another reason why I cannot take anything they say or do serious. I would advise anyone to stay away from any Napletons.
  Sincerely,
  
  ******** ******

  

  Business response

  10/11/2024

  We sincerely apologize for the frustration and inconvenience youve experienced regarding your vehicle's title work and expired tags. We understand the importance of maintaining a clear driving record, and we regret any distress this situation has caused.
  
  We ask that you contact our General Manager, *****, to resolve this matter. He is prepared to discuss a resolution that better addresses your concerns and ensures you receive the appropriate compensation.
  
  We appreciate your patience and look forward to resolving this situation quickly.
  
  

  Kind regards, 

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2024, I purchased a used car for the ** Dealership, I was told I had to pay for extra add on that were not on the car.Window tint, Luxcare and Screen protection. You could clearly see there was no window tint on the car, I had to come back 2 weeks later to get it.But the Luxcare and Screen protection +glass enhancer was never applied to the vehicle. The deadership claim it's been put on by a 3rd party contractor, but wouldn't provide any information beyond that. You can obviously tell there is no coating what so ever on the paint or interior. They barely had the car in there possession, it still had auction stickers on the wind shield from where they're purchased it the day I test drove/bought, the car hadn't even been washed or cleaned. Also I've contacted Xzilon who makes the screen protection and was basically told that I probably don't have the screen protection because it was so easy to apply a hard screen protector onto the screen. (They said in an email "You may find difficulty in applying a plastic screen protector over our Touch Screen modifier, in terms of getting it to adhere properly.") My protector was easy to install and has had perfect adhesion for the last 2 months (because nothing was applied to begin with) I've contacted **, they said a manager would contact me (they didn't)I have them 30+days.Then I requested a refund of $1,994 for Luxcare and Screen protection refund. Have them 14 days.I then responded back and now my email has been blocked. Going this route before I go and make a small claims case, I'm hoping you can help resolve this issue.

  

  Business response

  10/05/2024

  Markeven Swenson is working with Felicia Cordova to come to a resolution on this concern. 

  Kind regards, 

  Customer response

  10/07/2024

   
  Complaint: 22291780
  
  I am rejecting this response because:

  Nobody named Felicia Cordova or anyone from a VW dealership has emailed, text or called me at any point since my initial complaint to the BBB.

  
  Sincerely,
  
  Markeven Swenson

  

  Business response

  10/11/2024

  We have thoroughly reviewed and verified the Luxcare and Screen protection installation as agreed upon at the time of sale. The customer returned to the dealership to complete the window tinting, and that service has been successfully provided. However, despite the dealership’s claims that Luxcare and Screen protection were applied.

  Kind regards, 

  Customer response

  10/14/2024

   
  Complaint: 22291780
  
  I am rejecting this response because:

       I was told it was not applied at the time of the sale and that I would have to come back later. (Same with the tint) After asking VW to remove the charges for everything including the tint that was not applied at the time of sale I was told it was impossible to remove and I'd have to come back to get everything. (As I did with the tint) At time of payment I once again tried to remove the Luxcare and Screen protector that was not applied. I can tell the manager was getting pissed off at this time, he then left and suddenly came back with "ohh I've been mistaken it was applied this entire time". He told me the company hires a 3rd party to apply it, and that everything is prepaid. I asked who applied it (what company) and if I could get a copy of the receipt showing they paid the 3rd party and when it happen. The manager said it would be to different to produce an invoice.

   

  Im asking VW now if they did apply it (which I doubt there is no coating on my screen what so ever, no coating on my paint, the car was purchased dirty, I doubt a car with Luxcare and the previous sales sticker on the windshield from where the dealer bought the car at auction would still be attached.)

  I ask VW to show the burden of proof of when the treatments were applied, and which 3rd party company applied the treatments and a invoice showing they paid the company for my specific car.

  Sincerely,
  
  Markeven Swenson

• Initial Complaint

  09/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2013 ******* ******, VIN: *****************, into Napleton *******, located at ********************************************************, due to engine failure. At the time there was an open safety recall on my vehicles engine, due to a manafacturing issue that caused these faulty issues alone with, engine failure and fire within the vehicle. I was told by this dealership, that they will not honor the recall and replace my vehicles engine. Ive had routine maintenance done on my vehicle and my vehicles engine failure is not my fault. I would like Napleton ******* to replace my cars engine. Im afraid that leaving my car in the condition, will only cause a safety hazard to myself and others. My vehicle is not safe to drive.

  

  Business response

  10/05/2024

  Thank you for bringing this matter to our attention. We understand your concerns regarding the engine failure of your 2013 Hyundai Sonata and the safety issues it presents.

  We recommend contacting Hyundai Motor America's Recall Assistance Line at 855-371-9460. They can provide detailed information about your vehicle's recall status and assist you with the next steps. Unfortunately, the dealership is not authorized to override or appeal decisions related to recall eligibility.

  We apologize for any inconvenience you've experienced and hope this issue can be resolved promptly.

  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. ↩