ComplaintsforNapleton Ford of Oak Lawn

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive bought my vehicle a year ago my check engine light has been on ever since. *** took my vehicle to the dealership numerous amounts of time to get the issue fixed. They always says its no issue but the engine light never goes off and the problem is getting worse. apparently **** has no solution to my problem. The car jerks and it feels like the transmission is slipping. Although my car has a warranty I had a 100 dollar deductible that I paid 4 times and my vehicle still has issues and the problem was never resolved.

  Business response

  04/18/2024

  I've investigated the service history of this customer's vehicle - and though we empathize it's frustrating the car is having continuous issues, this is exactly why the customer purchased a warranty to take care of these issues.  That being said, we have not seen the car since January, so if there is another or ongoing issues, we would like to have the car looked at again as soon as possible.  Used cars, or any cars, can have issues, and this is why warranties exist and it appears it's working as intended.  The deductibles are part of that service contract, which there is nothing we can do about that.  If there is still an issue with your car, please bring it back ASAP and we can address under the terms of your service contract. 

  Customer response

  04/18/2024

   
  Complaint: 21587614
  
  I am rejecting this response because: Although I do have an extended warranty I brought the vehicle in multiple times just to experience the same issue. Everytime I brought my vehicle in you all never had any loaner vehicles to accommodate me. I missed days of work and had to keep calling off. I thought that if I brought my **** vehicle to a **** dealership especially the one that I purchased it from that issue will get resolved. Also Im constantly paying a deductible to be in the same position. You guys had my vehicle for a week once and told me it was ready and when I got there the check engine light was still on. This is unacceptable. I dont feel safe in this vehicle. I also feel like if you all couldnt fix the vehicle all the times I brought it in then what will change now? 
  
  Sincerely,
  
  ***************************

  Business response

  04/18/2024

  The vehicle hasn't been to our store in 4 months - it's possible for this issue to manifest itselt itself with the same symptoms, and be different problems each time.  The repair history would indicate it's been something different addressed each time.  We would need to look at it to even determine if this problem is the same as in the past, or somethign different that just feels the same.  No one likes when their car in the shop, we understand - but we can't control how often a car breaks.  

  Customer response

  04/22/2024

   
  Complaint: 21587614
  
  I am rejecting this response because:
  Now Im experiencing my transmission going out. At this point I have no other option but to bring it into the shop. I only had this car for one year. At this point I dont want the vehicle. I would like for you guys to get the vehicle back and either give me something more or equal to my vehicle or buy the vehicle back. You all have been backed up with vehicles since I bought the vehicle. I just want a reliable vehicle and thats what I thought I was getting after coming to **** dealership for the vehicle. I just would like to get treated with some decency. Fix the vehicle correctly so I can stay out of you all establishment. I shouldve never had this many problems within one year and now my transmission is going out. This is pathetic.
  Sincerely,
  
  ***************************

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2019 **** Edge from Napleton in Sept ****. Within a week the transmission went out. It sat in their shop for 2+ months before I got it back. My temp plate expired Dec 12 2023. I have yet to receive the new plate. First ********************* said they lost the title and had to get a new one. I have been to the bmv 6 times now and they cant provide a plate or temp plate without the title. I have been trying to get a 2nd job for a month now but they need my plate number to officiate me. I am moving March 1st and cant afford a place to live without a 2nd job. Can you please help me get my plate and possibly lost wages for the month of no extra work which is between $500-800 being an uber driver. It should not *********** months to get a plate. Technically I am driving around illegally. Please Help!!!

  Business response

  02/19/2024

  We have had issues with the ******* *** and acquiring title and registration that were outside of our control.  Our title team has been tracking it daily and as of today, the ******* *** has given ** a current ETA of 10 more business days.  ******* has all the paperwork in their possession, there is not more we can do besides wait for them to complete processing.  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Napleton **** has had my car for 2 months. They lied about what they were going to do to my car. The issue I took my car in for wasnt even what they fixed. They claimed everything was under warranty. After a month of having my car and not answering the phone, I had to go to the dealership for answers. I had to go there multiple times. They then told me they were taking my engine apart when at first they told me they were replacing it. After receiving my car back I was told everything was fine but the mechanic that worked on my car no longer worked there. Sounded shady to me. I took my car home and didnt drive it again until Monday. On my to work the oil light kept flashing at me when I pressed the break. Then it kept coming on. I took it in the following day and they kept the car. I hadnt heard anything after a week so I called them. They told me that there were components of the engine that they took apart that needed to be replaced and I had to pay $2900. Then told me call **** to see if theyd pay for it. After having to call back again the person at the dealership named ******************* stated that the parts were fine until after I drove the car. Which makes no sense because I only drove it home 5 minutes away. This dealership is damaging cars and taking peoples money. This is a scamming company.

  Business response

  02/17/2024

  ************************ car requires a repair that is not covered by ****'s warranty, her advisor advised her that she could request financial assistance on the repair from ********** Company.  She took our advice and requested assistance which they granted, which she has 30 days to redeem.  However, she was in our loaner vehicle and that is our vehicle, not ********** Company's.  When we advised that we would need our loaner car back if she was not moving forward with the work right now, she stated **** told her she has 30 days to redeem their offer.  That offer does not let her drive our car for that time, which ******************** was upset with.

  It goes without saying that we did not damage her car, that claim is insulting and if ******************** truly believes this, I would advise she not continue to ask for us to assist her with repairing her car further.  

  ******************** can proceed with the repair ad pay for it with ****'s assistance they offered, or return our loaner car, those are the only two paths forward.  The use of our vehicle is a goodwill item for our customers, customers are not *********** their use.  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought this used car from this dealership in May. My mother and I put $3,000 down and so far have paid off $2,700 of the car. That car has been in the shop 6 times in the 8 months since i bought the car. In september when my turbo went out they held possession of my car for 5 weeks before i got it back. We went back in forth with them and they kept lying about parts being ordered and when it would be ready. they offered to take back my car and i would get a new one but tried to get me to pay $100 more a month for that car. a week later my car died on the side of the road and had to get taken back for a faulty battery. Fast forward 3 months later my car overheated and i had to take it back They tested the car and couldnt find any leaks so the day after i get it back i find my car sitting in a puddle of coolant and have to take it back just 24 hours later. The service manager told me they couldnt do anything for me but im under a service contract with them so they have to fix the repairs and take responsibility but they told me to take it to a ***** dealership instead because they couldnt do anything for me. I come to find out that theres $2500 in repairs that need to be made that **** missed when they just had my car for 3 weeks. there was an oil and coolant leaking into my oil pan and sensors that were faulty. Visual to the eye. I would like to get my $3000 i put down and my $2700 ive paid towards the car. Im over this dealership and their lying and mishandling of this situation. Completely overlooking the damages in my car already that they missed.

  Business response

  03/06/2024

  While we appreciate the frustration of the customer, unfortunately some cars break.  Fortunately in this case, the customer purchased a extended service contract which covers the cost of these repairs.  There is and was no representation on our used cars that they are immune from repairs.  We try to complete repairs as quickly as possible but obviously these things can sometimes take longer than either we or the customer hopes.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a used car so my son can go to college and work evenings. Purchased warranty on car in case it needed repairs and sure enough we had to take in shortly after it was purchased. After being fixed ******* told son if it happens again it will be the turbo not long after it happened again and in fact it was the turbo. It took 4 weeks or longer to get car fixed. Nobody answered calls, updated me until i went in person. Tried to swap to another car but financially there was nothing we can trade car for within out budget. Several months later again car heat up and son had to put collant. 3 weeks ago it died again took yhem 2.5 weeks to fix and terrible attitude. 2 days later car is leaking coolant and engine fuel. Took to **** and they said they were not touching yo take to ****** ***** just sent bill for **** in service. Told them to send to **** since i had warranty. Called **** and again no one answers and dont return calls. They have gone thru 10 managers in servic and service gets worse. I called and spoke to GM *** he said he would see what problem was and had a *********************** me. ******* reviewed history and said he will call me back. That they would fix. When i said can u just keep car and give me back my money *** said to late for that! Now we will not have car for mor weeks. Paying for something that keep breaking and spends more time in service than us driving!!!

  Business response

  02/10/2024

  Customer's car has experienced multiple issues but unfortunately, these issues coming up are not within our control.  The extended service contract that the customer purchased has been honored for each repair.  It is in our interest to finish the repairs on the vehicle as quickly as possible, and we try to do that.  Repairs and parts can have delays, sometimes within our control and sometimes outside of our control.  Customer's car is actively being worked on, and they should be in contact with their service advisor, ********************* for updates.

  Customer response

  02/13/2024

   
  Complaint: 21272286
  
  I am rejecting this response because: 

  As of today Tuesday Feb 13, **** at 12:26 pm car is still sitting at ******************* waiting for hear from **** to authorize any repair needed.  However **** hasnt authorized because we call the extended warranty and they havent heard from **** with list of things that they need to approve.  I had to show up at **** last night after work tot find out what was going on because NO ONE answered my calls or returned my VM messages. 

  I was able to walk out with a loaner but we need to determine if this car is fixable.  Turbo repair was over 4K and now cost to repair is over ****... is it work fixing?  I also don't feel safe driving a car that doesn't get fixed correctly and has become one problem after another.  What's next the engine?  

  based on what i know this car was sold knowing that it was a matter of time before turbo went out on us...

  I asked to return car the first time and they said after the turbo was fixed car would be working great and we should be fine... well doesn't seems to be fine. 
  

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

  Business response

  02/13/2024

  The car has a warranty and is being repaired.  We've provided the customer with a loaner car as goodwill, though we are not obligated to.   There is nothing to do except fix the vehicle.   We cannot return vehicles month later because they require repairs.  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and purchased two vehicles from the dealership on Monday. The truck I purchased would not start the next morning. The dealership took it back that day and allegedly fixed the problem with a new battery. Just a day later the truck would not start yet again. I attempted to resolve the issue with the dealership but they have refused to respond to my inquiries and are no longer answering their phones. The sales and repair staff made multiple averments that the vehicle was in perfect working order with nothing wrong with it, both before and after the sale (and subsequent repairs).

  Business response

  02/13/2024

  The customer had an issue with the truck they purchased. ************** believed the issue was with the battery so it was replaced at no charge to the customer. It turned out the issue was with the starter, though it had tested fine the day at the time of battery replacement. The starter was replaced also free of charge, by the customers cousin who is a journeyman mechanic with us. 
  

  Customer cancelled their down payment check during this time period, which is against the law. He did replace the check later. 
  

  We consider this matter closed. 

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on Sep. 14, 2023 I brought my vehicle in to have my leaking ** system repaired. I was told the leak was found and repaired. They charged me $594.98. R/O # ******/1 Within 2 weeks the ** system stopped working again. I brought it back and was told they we're going to add two packs of dye and recharge the system to try to diagnose where the problem was. My vehicle was at the dealership for almost 2 weeks.I noticed the invoice did not have an accurate odometer reading it was 1 mile more than when I brought it in for an oil change 3 months earlier and there were no part numbers for replacement parts that were installed or labor hours. All the invoice said was repaired ** line and replace o-ring.I spoke with the service department manager, and he said that he would take care of this for me. He gave me his business card and when I tried to call him twice, he would not return my calls. I was told it was the condenser. I asked for quotes each time they said it was a certain issue. Nothing was provided. I told them I would return When the ** system stopped working again. 10 days later I returned and they kept my vehicle for another 2 weeks. When I called after a week to get an update on my vehicle I was told that the technician did not know that my vehicle was assigned to him. Another week later my vehicle was returned to me and still not working. I was told it may be the evaporator. I was told by the service department that I should take my vehicle to an HV** Automotive Specialist. I paid $594.98 and my vehicle is exactly the way it was when I brought it in. It still has a non-working ** system, except now there is UV dye all over the inside of my engine compartment because the technician was careless in his work. He also did not replace one of the ********************* valve covers which I insisted they provide me a replacement. Because of this very stressful situation I will never go back to Napleton **** and highly recommend people look elsewhere for vehicle repair.

  Business response

  11/01/2023

  While we empathize with the issues experienced, there is no guarantee of a repair fixing the issue indefinitely.  Customer did state that the repair fixed the issue for 2 weeks but then problem returned.  Ultimately, customer did not pay for any further repairs beyond that.

  Customer response

  11/02/2023

   
  Complaint: 20804017
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Business response

  11/02/2023

  No explanation for the rejection was provided.  Given the facts that ************** repaired an ** line, it functioned for 2 weeks and then stopped working again - it seems likely another component of the ** failed, like the evaporator or the condenser.  Utlimately we are sorry we could not get to the further repair in a timely manner, but the repair performed and charged is not eligible for a refund.  

  Customer response

  11/02/2023

   
  Complaint: 20804017
  
  I am rejecting this response because: 

  I did not agree that the work was properly performed . I also do not understand how a dealership would not guarantee their work for any amount of time.

   Most repair facilities guarantee their work for 90 days and sometimes for as long as the life of the vehicle. **** never fixed the problem they only recharged the system and did not document with part numbers and labor hours of any type of work that was done.
  
  The odometer reading was also very suspicious because it was only one mile more than when I brought my vehicle in for an oil change 3 months earlier.
  
  Napleton **** kept my vehicle on three separate occasions for a total of 23 days. Every time I asked for an update I was given excuses as to why the vehicle was not worked on or repaired ranging from the diagnostic machine was broken, the technician wasn't in and the technician didn't know he was supposed to work on my vehicle. I find this to be highly suspicious because I told the service manager that I would be returning in 10 days to have my vehicle looked at again because it was acknowledged by the technician that he had added two packs of dye because the leak still existed. Therefore if any repair  was made on the vehicle it was made to something that was not broken. The service representative told me that I should take my vehicle to and automotive AC specialist for repairs because their technicians aren't really qualified for this type of work.
  
  I am also missing Hardware from my vehicle that was not replaced. I am absolutely sure that the fasteners for the wheel well were there before I brought my vehicle in
  

  
  

  Regards 

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

  Business response

  11/13/2023

  Given the facts that ************** repaired an ** line, it functioned for 2 weeks and then stopped working again - it seems likely another component of the ** failed, like the evaporator or the condenser.  Utlimately we are sorry we could not get to the further repair in a timely manner, but the repair performed and charged is not eligible for a refund.  

  Customer response

  11/14/2023

   
  Complaint: 20804017
  
  I am rejecting this response because

  I had the system charged with a dye at a local mechanic shop. I was told they could not find any leaks. The system worked for approximately 2 weeks. 
   I then decided to bring it to Napleton **** to have expert technicians take a look at the system for me. I told them that the system had been charged with dye at a local shop before I brought it to them and that the refrigerant had leaked out again.

  It is documented in my invoice. If they truly replaced any parts, why are there no part numbers or labor hours listed on the invoice. I believe all they did was recharge the system and send me on my way.

   On October 27th I picked up my vehicle which was still not repaired. I was told by the service representative that I should take my vehicle to it automotive AC specialist because their technicians are not really qualified for this work. 

  They also seem to be avoiding the fact that my odometer reading was not recorded accurately. Which is a violation of ************** law. 

   I am now in the process of filing a complaint with the **************'s Attorney.
  

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

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Radio went out Both side of axle went out Transmission went out

  Business response

  10/20/2023

  No substantive information provided, nor is there a customer in our system with either the provided phone number or name.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date 7/21/2021 I purchased the vehical on 6/28/2023. I then Had to leave the vehical at Napleton ****** I picked it up On 7/20/2023 . On 7/21/2023 The vehicle had no oil in it the speedometer would not go pass 40 forty. It started to shake, and rattle , and make loud noises. I had the vehical towed the tow people notice there was no oil in the vehical. wiper blade was cracked and the vehical was not driverable. I told ***************** that I do not want the vehicle. I am uncomfortable with the vehical. I asked them to have me sigh the release form giving it back to the dealership. complaint number ******** and I reported this to GM, GMC, ***************** and Napleton ***** Thank you ***********************

  Business response

  07/26/2023

  We have inspected the vehicle for ************** concerns and not found them to be accurate.  The vehicle passed our 110 point inspection and does not have anhy drivability issues.  In any case, it was a used vehicle, purchased as-is.  ************** purchased a warranty on the vehicle that will take care of repairs should they come up and they are covered under the warranty.

  At this point, ************** has indicated she "returned" the car, but really all she did was leave her car at our dealership.  There are no returns on vehicles, neither by company policy or ******** State law and this has been explained to ***************  

  ************** has been informed since she left the car that if she does not pick it up, it will be treated as an abandoned vehicle and picked up by a tow yard, where it will accrue fees until she picks it up or it is repossessed by the bank, should she fail to make her payments. 

  Customer response

  07/26/2023

   
  Complaint: 20358338
  
  I am rejecting this response because:
  

  Date 7/25/2023
  

  Dear ********************** **** General ******** Matt ********************** and GM Financial,
  

  I returned the used vehicle with in the first (30) thirty days.
  

  I cancel and return the vehicle on 7/21/2023.  Please acknowledge my request!  Thank you ***********************
  

  
  

  Sent from my iPhone

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

  Business response

  07/26/2023

  Once again, there are no returns.  Lemon laws only apply to new cars, and wouldn't apply to this car anyway.  This is simply a case of buyer's remorse and that does not entitle you to "return" the car or receive a refund.  

  Customer response

  08/01/2023

   
  Complaint: 20358338
  
  I am rejecting this response because:
  Complaint 20358338
  Dear Better Business Bureau,
  I appreciate your attention to this matter because I want to feel protected when investigating my money in a high value vehicle. As a consumer I did not expect that my vehicle would be vandalized and damaged while  in possession at Napleton Ford.  Please understand more factors are involved because I made a complaint with BBB. I think that BBB Case Manager R. Miller Account Manager made a rush to judgement decision in closing my case. I am devastated on the inappropriate customer service and maliciousness of damaging my vehicle while being serviced by Napleton Ford which on the same day BBB closed my case. I would like to file a new complaint please. I provided evidence which was a police report.  Thank you Romona Jones 
  

  
  

  
  Sincerely,
  
  Romona Jones

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car sat on this lot for 11 months (since 8/2022) and when I went to pick up my vehicle today, 7/19/2023 the last check Napleton received for over $2,600 for the additional repairs was NOT COMPLETED. They received payments totaling $6,095.27 and today provided me with a receipt STAMPED, SIGNED, AND DATED JUN 19,2023 for $3,901.45.The service agent *****, had the AUDACITY to pull a racial stunt with my husband after he questioned her telling us there was a brand new battery put in my car, when the car was dead as a door k*** on their lot. Someone FORGED MY SIGNATURE and signed ***************** paperwork authorizing the release of a payment and when I told her thats not my signature ***** proceeded to give attitude and state it had to be because it was signed. The payment was for the amount of $2,666.26, that was for the repairs of my brakes, tie rod, trunk latch, and everything else that was placed on estimate. ************** had the nerve to tell my husband okay now this is getting awkward and . . .and I asked WHY? Because we are black? Because I watched her be so nice, FRIENDLY and smiley with every individual who didnt look like us that came in. She argued and raised her voice at my husband for at least 5 minutes, turning red, and pulling the "you're getting aggressive card" because my husband is black and questioned the Dusty battery that sat in my vehicle, AFTER WE WERE TOLD 7/1/2023 by ***** a new battery would be put in and sorry for the inconvenience. ************** then and **** at him telling him to NOT TALK TO THE ************ REPAIRMAN who came to put the new battery in(who told my husband that was an old battery and it didn't have any power which is why the reader he hooked up to the battery did NOTHING. The NEGLIGENCE and amount of disrespect shown by these people is horrible.. There is NO EXCUSE for the service I received and its a disgrace that we still live in a world where people pull the race card when they have done their job ineffectively.

  Business response

  07/20/2023

  Our apologies to this customer, as this was a car that was inherited when we bought the store in December of 2022, and was basically ignored by a couple of employees who are no longer with us.  We've contacted customer and insurance company today and there was confusion and we did not understand that they had approved the work on the last supplement. The insuruance djuster was here 7/11/2023 and gave ***** another check for $2666.26.  ***** thought the check was for the claim for the work we did. 

  Geico did stop payment on check because that work was not complete and customer picked up car.  Claims manager is sending customer to another shop so we do not have the money the customer is requesting to have refunded, so that resolves that issue.  We do apologize for all the miscommunication and time spent.

   

   

   

  Customer response

  07/20/2023

   
  Complaint: 20347533
  
  I am rejecting this response because:

  This location lacks accountability on ALL LEVELS. The way ***************************** conducted business is unjustifiable. When my husband and I came 7/19/23 we showed the estimate paperwork from the adjuster for what the $2,666.26 covered. They swore up and down the brakes were repaired, as well as everything else listed. ***** continued to get nasty with us. I came back today 7/20/23 and when asked for a final receipt I couldnt get *************** was asked to get the receipt with the correct date since the one provided 7/19/23 had June 19 2023 on it and she loudly said for what the guys said because the wrong date is on it and she said SO WHAT. The way she is allowed to talk to customers is horrible. 
  

  MAKE NOTE THE MATTER IS ONLY NOW RECTIFIED BECAUSE I CAME IN AND TOLD ****** THAT CHECK NEEDS TO BE VOIDED BECAUSE NONE OF THE WORK WAS COMPLETED. Napleton **** was okay with taking payment and saying the work was done when my car sat THE ENTIRE TIME. There is no excuse for the way my vehicle was handle and the horrible service I received. ***** needs to be along the list of employees gone because shes bad for business. 
  We all have bad days, but her behavior WAS UNACCEPTABLE. . .and ***** and ***************** also agreed. 
  

  Take some initiative and DO SOMETHING. Because, as if pulling the race card 7/19/23 wasnt enough, she talked crazy to me the entire time I was at the location today. Sorry wont cut it. And I FIXED THE ISSUE AND TOOK MY CAR FROM THIS LOCATION BECAUSE LACK OF PROFESSIONALISM and allowing my car to sit and LIES ABOUT IT BEING FIXED. 
  
  Sincerely,
  
  *********************************

  Business response

  07/20/2023

  We take *****'s behavior and handling of this situation very seriously, and there are consequences to her behavior.  We can't change what happened but we will work to ensure it does not happen in the future.  At the moment, ***** has been suspended from working the service drive as a preliminary disciplinary action.  

  Customer response

  07/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is will have to suffice. 
  

  Preliminary Suspension doesnt justify the way my family was treated. It wont justify 11 months of having to find alternate methods to commute to work, cardiology appointments, routine school visits for my child, and the amount of money I had to spend due to not having my vehicle. It truly wont justify the dishonesty and ignorance received from Napleton Ford of Oak Lawn. 
  

  Im completed disappointed and dissatisfied but thank you for your time.
  
  Sincerely,
  
  *********************************

*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. ↩