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Business Profile

New Car Dealers

Napleton Downtown Hyundai

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/30/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They dont follow the set standards that they have made for there dealership and treat customers horribly. There is supposed to be a wash included in service and they have never done it for me. When I brought this up they offered a free wash but thats what they are supposed to do anyway so no incentive. They need to be investigated and shut down.

    Business Response

    Date: 06/03/2025

    The customer was offered a carwash after the repair was complete and declined the car wash. The customer came back and demanded money off her agreed repair and paying the cashier for the agreed repairs.

    She was offered a wash anytime she would like and responded she will never come here again. All services that are offered were offered to her and she declined.

    Customer Answer

    Date: 06/03/2025

     
    Complaint: 23396844

    I am rejecting this response because:
    I have been serviced here 4 times, I know this because it is tracked on car fax, and have never gotten a wash. The washes are already complimentary so getting a wash whenever I want is not an adequate incentive for the company failing to follow protocol. 
    Sincerely,

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

    Business Response

    Date: 06/16/2025

    The customer was offered a car wash and declined. If she would like to have a car wash we are more than happy to wash her car.

    Customer Answer

    Date: 06/17/2025

     
    Complaint: 23396844

    I am rejecting this response because: car washes are already complimentary. Ive said this three times and told them in person multiple times. 

    Sincerely,

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

  • Initial Complaint

    Date:01/10/2025

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a car from napleton downtown ******* a 2023 Buick encore on November ******* mid December I got an alert from onstar the battery may need to be replaced. So I called the dealer stand spoke with ***** whom was my sales person. I explained to him I know this is a used car but i shouldnt have to replace a battery and I havent had the car 90 days. He goes oh ok yeah bring it in and well take a look at it. Ok I made a service appointment for January 4th 2025 to find out the battery needed to be replaced I explained to the service guy I had just purchased the car and ***** was also there and the service guy response was well at least you wont have to worry about out it not starting So I ended up paying around $320 for a battery. I have called the dealership and spoke with ***** and ***. *** was supposed to be getting back to me. I had to text him to get a follow up he had yet to call me back. I have called and tried to speak to someone of a higher power, Ive also tried to get a corporate number with no luck. I have yet to hear anything back. And Im very upset I had not even made my first car payment and had to buy a battery! Very frustrating and highly disappointed in this dealership. I would like a refund but was told that the charge couldnt reversed I would have a credit. I absolutely dont want a credit i want a refund, because i should never have had to pay!!!

    Business Response

    Date: 01/16/2025

    I want to extend my heartfelt apologies for any miscommunication that occurred. Rest assured, we are fully committed to resolving the issue regarding your battery charges. A full refund will be issued to you promptly. I will reach out to you again today via call and text to ensure everything is clear. Thank you for your understanding, and we appreciate your patience as we work to rectify this situation.



    Customer Answer

    Date: 01/16/2025

     
    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

    Date:07/29/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Test drove vehicle at this location. A couple of days later, I ended up purchasing said vehicle. When I went to pick up the vehicle, there was damage on the rear passenger door, the front wheel alignment is off slightly, and there was a loud squealing sound from the wheels. I pointed this out to the sales team, who were lackadaisical in their responses. I purchased an extended service contract with the vehicle and I was told that the issues I spoke of would be taken care of if I made a service appointment. I made the appointment and went in for the service, it has been over 30 days now, and was told that the service contract I purchased did not include coverage for any of the things I brought to their attention. Further, I called the location to speak with the sales manager and the individual on the phone was not only extremely rude, he was condescending and dismissive and did not offer any resolution. I left my number and a message for the **** but no return call from him, or anyone else at Napleton Downtown Buick/Hyundai.

    Business Response

    Date: 08/07/2024

    We met with ************** and came to a resolution with his issue in our service department. Customer is satisfied with our action and will contact us with any more issues. 

    Customer Answer

    Date: 08/12/2024

     
    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

    Date:06/17/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased my 2013 GMC TERRAIN AT ****** Miles on January 07, 2023 I GOT ALL MY MAINTENANCE DONE AT THE DEALERSHIP I GOT EXTENDED WARRANTY TO COVER MY CAR OF EVERYTHING BREAK DOWN. MAY 31,2024 MY CHECK ENGINE LIGHT CAME ON I IMMEDIATELY CALL THE DEALERSHIP ASKING WHEN CAN I BRING MY TRUCK IN THEY SAY **** 4,2024 @9 am I BRING MY CAR IN TO GET Diagnose they told me it's was my transmission and they was so back up that it was gone be like two week before they can look at it and really tell me what's wrong with so I ask about a loner car because I gotta get me and my kids back In forth to daycare and work they say they can't give me a car until they know my warranty will cover my transmission which it will they call me June 6 to say they got to tear down the transmission to get more information that's what the warranty people asking for so they say be for they can start turning any *** on my truck I have to put a deposit down of $1900 down I told them no because my warranty gone cover it they say no the consumer pay for the tear down I said no that's is apart of the warranty they wanna know more about what's wrong with the transmission they told the dealership they can charge it to the bill of whatever else wrong with it that .and if it doesn't cover it I'm am supposed to cover it I told them I will the warranty person told them it again law to charge me for something that haven't been done but they still refused to start working on my car and give me a loner car how they expect me to pay something when I'm Uber and bus everywhere I need to get to work to make money and my kids need to be at daycare. I also got a extend on my car note because I'm out of a car the car note people was never understandable I never miss a payment always pay on time only have my car for 1year and 4 months and only put 5 000 extra miles on my car and they warranty people say they don't see how the transmission goes out already they sold me a car that was not worth it.all I want my car

    Business Response

    Date: 06/17/2024

    We will reach out to the customer and try and explain things better and give her some options.

     

     

    Customer Answer

    Date: 06/18/2024

     
    Complaint: 21859006

    I am rejecting this response because:
    I'm waiting on the business to contact me.
    Sincerely,

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

    Business Response

    Date: 07/08/2024

    We would like the consumer to visit us at our location to go over everything in person and try and maybe trade her out of her vehicle.

     

     

    Customer Answer

    Date: 07/08/2024

     
    Complaint: 21859006

    I am rejecting this response because  still having resolved issue about my car.

    Sincerely,

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

    Business Response

    Date: 07/08/2024

    The customer should come in and meet with the service director and the executive manager so we can look at her options and so we can try and help her.

     

     

    Customer Answer

    Date: 07/09/2024

     
    Complaint: 21859006

    I am rejecting this response because no one contacted me to try and help me my car just been sitting.

    Sincerely,

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

  • Initial Complaint

    Date:04/30/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have experienced trouble with a brand new car, which has been ongoing for about 1 year. I have taken my vehicle in to this location, which is where I purchased it. Each time, I was told they could not find a problem. I took the vehicle to a different location where a problem was diagnosed and I was told it was repaired. However, the vehicle now present with even more problems; it continues to shut off on me and I hear an awful sound. Also, when I shift to drive, I get a message on the dashboard prompting me to shift to PARK. Another thing that happens is, as I am pulling off, I get a message suggesting I "Shift to P or N and start engine manually". I also had to replace all 4 tires before reaching ****** miles. *** tire shop confirmed what the dealership told me, that the tires that came on my vehicle were old to begin with. To date, there has been no attempt at resolution aside from telling me I have the option to take my vehicle to another dealer. This is a brand new vehicle and there is no way I should have this much trouble and need so many visits for diagnostic only to be told no one can find an actual problem. *** dealer has been willing to change my oil, which is covered under warranty, but I am told they cannot change the oil filter. I am stressed and physically exhausted, not to mention the emotional anguish of wondering when I will be stranded when the vehicle finally shuts off and refuses to start again. I am currently under warranty which is not being honored and I believe the dealer is stalling because this is obviously a lemon. Please help me investigate and assist me in resolving this matter.

    Business Response

    Date: 05/02/2024

    We will call the customer and see what kind of resolution we can come to

     

     

  • Initial Complaint

    Date:03/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I took my car in Sept/Nov23 due to oil issues.I was told after several visits,I could start oil consumption test for a new engine (3 phases).1st phase was completed but when returning my car for the 2nd phase,I was told I would have to leave my car the same day,for 2 days by the Service provider ******.Shocked no one explained the phases prior, she then told me they didn't have loaner cars to give out, so I have to figure things out.I explained I can not leave my car on short notice & would return following week. I called to speak with the Serv. Manager ******* to discuss a loaner&abruptly learned he was no longer employed there. So I reached out to hyundai affairs&the new manager ****** who assured me a loaner. A week later, received a loaner, but my car was there for 2 mnths opposed to 2 days.****** explained a tech spilled chemicals under the hood while conducting the test. The chemicals burned through parts&they had to be replaced.Eventually receiving my car back, I returned for 3rd phase in Dec 23, I received another loaner. I tried getting in contact with ****** & the service provider ****** a few weeks later (end of Jan/early **** *** was told ****** was no longer employed there by ****** I tired reaching out to the new manager ********* unsuccessful.I went to the dealership in person&was eventually able to get in contact.He said that he would look into where my car was&let me know where the tech was at with the work&would call me back by 5pm.I never received a call&was unable to get in contact with him or the service provider ****** for weeks&I was also in contact with hyundai affairs who were also unsuccessful at reaching them.I asked my uncle to call&he was finally able to get in touch&Kevin explained that my car still hasn't been worked on&his goal is to have it by this Saturday 3/9/24. He also explained that Hyundai would not be warranting the engine or the other parts they replaced&if anything else happens it would be on me&up to hyundai for next steps.

    Business Response

    Date: 03/06/2024

    The consumer will still have the remainder/balance of the full factory warranty on this vehicle. 

    Customer Answer

    Date: 03/07/2024

     
    Complaint: 21390158

    I am rejecting this response because:

    My warranty will expire at 100k miles I'm currently at 92k. Which means my warranty will expire in 2 to 3 months, when my car is completed. My current warranty only covers the powertrain (my original engine) not the shortblock engine they are rebuilding with a few manufactured new parts or the parts that are/parts replaced after the technician spilled chemicals under the hood. So it is ethical and ideal to warranty everything that was replaced, the engine is not entirely new and I'm unaware of everything that was affected or could potentially be affected by the chemical spill.



    Sincerely,

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

    Business Response

    Date: 03/08/2024

    Hyundai will honor the rest of the 10/100 powertrain warrant.  If another issue happens internally with the engine that are *************. We have to put in a prior approval (PA) and they will determine if they will warranty the repairs or not.  We have no authority to extend any manufacturer warranty.

  • Initial Complaint

    Date:11/14/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    December of 2022 is when the issue first occurred. Check engine light came on. Then I noticed the vehicle was burning oil. I took it to Autozone and they stated it was a misfire on cylinder 3. I took it to Napleton, when I purchased the vehicle it was called ****** Auto. They sold the business to Napleton. Napleton changed spark plugs. They didnt fix the issue. You will see that in the paper work I have attached. After like about 4-5 months Napleton ended up replacing the engine. As of last Wednesday November 8, 2023, my check engine light came back on and has been on ever since. I went to OReilly Auto Parts to have them read the code. They stated that its a misfire on cylinder 3. I reached out to Napleton to schedule an appointment and the earliest they have is November 27, 2023. I also opened another case with Hyundai because when this issue first started back in December of 2022, I open a case with them because that case was closed once Napleton replaced the engine. They have not contacted me regarding the new case that I opened last week. At this point I just want them to give me another vehicle. I feel like this vehicle is defected off the assembly line. Please help me resolve this issue.

    Business Response

    Date: 12/12/2023

    The vehicle is not currently in the service department at *************************************************** (Napleton Downtown Hyundai)

    The customer did have an appointment to bring the vehicle in for service but vehicle never came to dealership. 

    I have spoken with Hyundai Motor America ************************* there is a current case #******** and vehicle is at Hyundai dealership in Urbana.  Hyundai Corporate is working with the dealer in Urbana and customer to help with repairs to the vehicle. 

    Napleton Downtown Hyundai has no involvement with this vehicle at the present time.

     

     

     

     

     

  • Initial Complaint

    Date:11/03/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was under the impression that, I was purchasing a brand new **** Hyundai Palaside calligraphy night edition SUV Just to find out that there was major interior damage missing items from the vehicle such as spare tire tools for the spare tire also added features that I paid for thats listed on the vehicle sticker a few of those items are missing also to find that there are added fake fraudulent fees to my contract plus The bright lights are coming on as well as going down I purchased this vehicle October 12 this year of 2023 from the date of delivery for the vehicle on October 12 the car sales manager and sales associate where made aware of interior damage and the missing items and promised they will fix that along with replacing the missing items the very next day on October ************************************************************************************************* the contract were mandatory and cannot be removed/refunded I asked to speak to the finance manager they said he was not available I think contacted Hyundai motor finance for a copy of the contract that the finance manager sent off to them The next day October 14 I contacted the dealership again and let them know about the brake lights and brakes acting funny no response then I contact at Hyundai to explain the situation to see if they can step in I had to file a consumer complaint October 15 both companies were closed October 16 I contacted both companies again filed another complaint with Hyundai towards the dealership and try to contact the dealership to speak to the finance manager still unsuccessful then October ****************************************************************************************************** missing items are just to be told theyre not fixing anything they are not reversing any charges And to add insult to injury they were threatening to call the police on us I reached out to the general manager *************************** that was unsuccessful we just want to return this vehicle

    Business Response

    Date: 11/15/2023

    We sold ************************* a brand new non titled **** Hyundai Palisade. All accessories and parts that were suppose to come with the vehicle came with it at the time of purchase. The (fake fee) that the customer is referring too is ******** Doc Fee of $347.26 that is charged to every retail customer that we sell a car too. The only issue the vehicle had was there was a sticky residue left near the cup holder area which we told the customer we would be able to take care of during weekdays when our detail shop is open. ************************* which is the Son of ************************* has been talking  on her behalf thru out this whole process. He has come to the dealership on a few occasions and has spoken to the staff in a loud unprofessional matter and has caused a disturbance in our showroom floor. 

     

    Thanks

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

    General Sales Manager

    Napleton Downtown Hyundai 

  • Initial Complaint

    Date:05/12/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had my vehicle towed to Napleton Downtown Hyundai *******, 24 hours letter a service department tech called me and obviously it was a game of phone tag. when i was able to reach the Service Tech, he was very rude and just an A@$hole. the vehicle was diagnose and i was told to provide maintenance records on the vehicle. I provided the records but no explanation was provided as to why the vehicle engine failed and why its being repaired. after the vehicle engine was replaced but again no explanation was given as to whether this was a new Engine or a used engine, if there is a new or does the original warranty is still valid.

    Business Response

    Date: 06/06/2023

    Good morning BBB,

         I was able to reach out to this customer the week of 5/11/2023 , after some phone tag and some back and forth emailing I was able to get this client on the phone.

    I explained to him what was done to his car . That we installed a factory provided engine to replace the defective/malfunctioning one that installed at the factory when his Kone was being produced.

    We were also to explain to him that the engine failure was do in no part to his maintenance habits, which are perfect by the way. The Factory warranty that came witht the Kona when originally purchased remains on this vehicle with no exceptions.

     

     Best wishes

    Fixed Operations Director

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

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

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

  • Initial Complaint

    Date:02/24/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My car was towed in January 4,2023 to this dealership by hyundai roadside assistance to do a diagnostic test to see why it not working. I was told it will take 3 weeks before look at which was fine. I call back to check on my car I was told its on the lot still haven't been looked at but my information was tooken to call me back so that a advisor there can update me on my car 2 days later I received a letter my car was impounded by the city due to me having a few tickets. But it was impounded January 31 I tried contacting them to see why was my car put on the street and took off there lot When I called she was going to have someone contact me which never happen the second time I ask for a manager was on the phone for 10 minutes I got hung up on. So I called they corp someone took the case. he call back and told me to go down there and speak to the service manager ******* they tried contacting me twice last month and he wanted to know where the tow truck towed my car to. the tow truck said in was told in there lot january 4. so I went to speak to the service manager today 2/23 he have no knowledge of nothing he said he haven't spoke to nobody from corp who supposedly to this case Everyone has a different story.

    Business Response

    Date: 03/08/2023

    Re: id # ********
     
    To whom concerned,
    As you are aware, the only time the *************** tows and/or impounds vehicles off the street is if there is outstanding parking violations registered to the plate number of the vehicle. That being said, ******************* will have to settle the money she owes to the *************** for prior parking tickets before they will release the vehicle form impound. Once the charges are paid ******************** can have the vehicle towed back to our facility for repairs. We will not nor can we assist in or pay for the fines ******************** has complied on her vehicle.
     
    If any questions arise please feel free to call,
     
     
    *********************
    Corporate Fixed Operations Director, Southern Region
    Napleton Auto Group
    10400 *******************************.
    ********, **. 60018
    ************

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