ComplaintsforNapleton Ford of Oak Lawn

• 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,
  
  *********************************

• Initial Complaint

  07/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On Tuesday, June 13th, 2023, I had an appointment for my **** 2019 Explorer Sport to be looked at because my I had a light on in my dash stating, "Check Charging System" . When dropping off my car I informed them that I had a warranty with CNA, they informed me that I would be charged ONE diagnostic fee and that the warranty does not cover there. On Thursday, June 15th I was informed that it was my serpentine belt, and the repair would be $846. I reminded them I had a warranty with CNA (which they had forgot even though they made a copy) so they called to get an authorization. Friday, June 16th called Napleton was still awaiting authorization and then I was informed that I would have to pay ANOTHER diagnostic fee because a light was still on after repair and CNA stated that they would not pay for that (as they were already paying for one). All I am asking for is my $199 back as I feel as though I should not have had to pay for TWO diagnostics if one was initially ran. I was not called before they ran the second diagnostic, which I feel should have been discovered in the first diagnostic scan. I have been with this dealer for over 13 years when they were *************** just don't feel as though Napleton is standing up to their name. If I have a warranty and my deductible is $100 that is all I should be responsible for. My total out of pocket after warranty was $375.

  Business response

  08/08/2023

  ******************** is correct - she was charged in error.  Our apologies as her advisor may not have known how to properly handle this circumstance.  Our service director, ***************************, will be reaching out to the customer to offer a refund or a credit towards future services, whichever is her preference.  

  Customer response

  08/10/2023

   
  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 as I did receive a refund.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to purchase a 2023 mustang from another dealer through napoltain **** when a salesman named **** talked me into one on the floor of the dealership and didn't find out it was a 2022 till the next day. I didn't know because they gave me a thumb drive as a contract. I didn't want the 2022 car so he said he would go get the car I originally wanted from **************. He said it would cost me nothing. I went to get the 2023 car and I walked out without a contract again because he said the printer wasn't working. They charged me for LoJack, gap insurance and seat and paint protection without telling me. It cost *******. I brought the new 2022 car back with 90 miles on it and they charged Me ********. I didn't know till I got the contract days later. I put down ******* cash and ******** equity in my trade in, ******** total and I financed *****. They took all my money. **** the salesman just continued to lie to me. **** credit is looking into this deal but the dealer has 30 days to rectify this deal. There's more to my story with this dealership.

  Business response

  06/29/2023

  On May 16th the customer bought a 2022 mustang off our showroom floor, the msrp was $51310 paid $50810, a $500 discount and special financing of 0% apr for 66 months put **** down traded a vehicle for ***** with a ***** payoff , with aftermarket products, he financed $28,684. 

  Customer came back a day or two later and said does not want a 22, and now he wants a 23. Sales Manager **** and salesperson **** advised him he would have to trade vehicle as the paperwork was all done and finalized. Since the traded 2022 would not have 0% for the next customer and the 22 would now be a used car, it was explained to customer that it would cost him a lot to trade. 

  Customer left came back again then they traded on May 26th for a 23 mustang that we got for them from another dealer.  Deal figures are as follows MSRP $51575 sold for $51575, with trade value $42,500, which was $8310 less then he paid, because it's now a used car that can't be sold with 0% financing and will be compared to new cars that can be, and also for the difference between wholesale and retail).  2023 was financed at 5.9% apr and purchased  Xzilon and 5 yr lojack and Gap insurance.  

  Attached are copies of the documents the customer signed acknowledging and agreeing to the terms of the deal.  

  Customer response

  07/05/2023

   
  Complaint: 20232210
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 24th, 2023, I was in the process of buying a car and making a deal with a sales manager, ****, at Napleton ***** While in that process, the sales manager **** and I had agreed on certain financial aspects of the deal, including the interest number being 27%. When it was time for everything to be sent and signed off by the finance manager, the finance manger deliberately refused to show me the paperwork and instead made me sign everything electronically, putting all of the paperwork on a flash drive that they gave me. The next day when I printed out the paperwork, all numbers of the financial aspect that we had agreed on was changed. The 27% interest that we agreed was changed to 29%, which then increases the price of the car. I also noticed that the finance manager was so careless with the paperwork when he was changing the numbers, he had inputted my address incorrectly into the paperwork multiple times. When I brought this error to the sales manager I was working with, he told the financial manager who then brought it to the owner of the dealership, Matt *********************** The owner of the dealership said that the mistake would be corrected, but it never was. I have text messages from the owner saying he would fix it. He quote "Hey ********************** told me about your deal. I'm gone for the weekend but I will check into it next week and make sure you're square." Another thing that they did was run my credit 25 times during the deal and I expressed that they shouldn't because then I wouldn't be able to buy a car from another place.

  Business response

  06/17/2023

  ****** was an employee of the dealership at the time of this deal and special terms were offered to him on the car.  If he did not agree with the terms, he was within his rights to not sign the contract.  Whether the manager **** verbally offered him better terms, I do not know and in any case, was not documented via our normal process, a signed purchase order.  As an employee, I discussed how we could try to help after the fact, though we had no obligation to.  Shortly thereafter, ****** quit without notice and since we no longer employed him and since had no obligation to change anything, and ****** did not feel it was necessary to extend any courtesy to his employer on his way out - we left the terms as ****** agreed and signed to.  

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/11/23, I bought my ********************* for service. I advised that my main concern was the loud rattling noise and pulling sound in the front of the vehicle when driving and accelerating. I was advised that the problem by service technician that it was lower control arms, sway bar and tie rods. I approved the service for repair. On 5/13/23, I picked up the vehicle and upon driving, noticed the vehicle was still making loud sound and pulling. I immediately contacted my service advisor **** via cell phone and he advised it was from a hole in the water pump that also needs to be replaced. This sounded strange to me and I immediately took it to Fox ****. The technician which was the difference here actually test drove the vehicle instead of just performing a visual like Napleton did. The Technician at Fox explained the problem- which was in the transmission and quote of roughly $3879 to fix. Keep in mind I just spend $2900 at Napleton!!!! Not only did Fox **** resolve my concern, they provided a 10% percent discount for being a first responder which I was quoted that Napleton could do for me but didnt (only 5%). It took me spending roughly $6000 to fix my main concern. Which if Napleton **** would have test drove the vehicle, they could have saved me from spending $3879 at Fox

  Business response

  06/14/2023

  While we undersand the frustration of **************, when he noticed the problem after he left after the initial repairs - he did not return to our dealership so we could attempt to verify or diagnose the continuing issue.   At the point another shop has the car, we have no control or ability to diagnose further issues.  There is a very real possibility that we addressed one issue (rattling as first described is usually not a symptom of transmission issues) and that the continued issue was another matter altogether.  That being the case, both repairs were likely necessary - though we do not know on our side on the second repair, as we did not have a chance to diagnose it after the complaint. 

  We cannot refund repairs or issue credit for repairs that were not repaired at our facility.

  Customer response

  06/15/2023

   
  Complaint: 20179276
  
  I am rejecting this response because:  I informed the dealership of the main concern of the problem.  You- the dealership suppose to be the experts. A loud rattling noise and a pull should have been obvious to test drive the vehicle instead of just raising it in the air and looking.  The service tech also informed me that the noise was from a hole in the water pump- I contacted him via cell phone on his personal phone and this is what he informed me. So, if I would have bought it back just imagine the sad, disgusting service if we would have also got the water pump fixed and the noise still would have existed!!!!!  At this point it seems like Napleton **** is just guessing to get service $$$. Not trustworthy thats why I didnt bring it back and Im very glad because they Napleton would have fixed the water pump not transmission!!!
  
  Sincerely,
  
  *********************

  Business response

  06/30/2023

  Our master-trained technician diagnosed the vehicle and customer agreed to repairs suggested.  There is no guarantee of correct diagnosis 100% of the time.  On occasion this happens, we always try to help customer on follow-up concern and subsequent repair.  Customer did not return to have vehicle re-diagnosed after either the existing problem persisted or another one appeared, we have no way of knowing what was truly needed and certainly cannot refund work done at another dealer.  Customer willingly chose to go to another dealer for repairs, at which point we have no control over helping them.  At this point, there is nothing we can do for this customer.  

  Customer response

  07/05/2023

   
  Complaint: 20179276
  
  I am rejecting this response because:
  As clarified by the recent response from the dealer Master technician why didnt he test drive the vehicle after completion?  I spent $3k in front end repairs that also included an alignment and the vehicle doesnt get a road test???????  If the so called Master technician would have took the vehicle for a road test, he would have noticed and noted the transmission rattling and pulling.  This is clearly a perfect example of blind repairing a vehicle instead of properly assessing the vehicle and road testing it..******** did exactly what was necessary to resolve my concerns..test drive, run a diagnosis and *****. Would you bring your vehicle back to a dealer who is blind guessing concerns??????
  Sincerely,
  
  *********************

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my car towed in on January 17, 2023. The first issue was them telling me that they could not find my car and then when they did find it they never called to communicate it to me. There had very little communication to tell me what was going on with my car I had to call every week and didnt get an answer until the end of February. They never answer the phone and when you leave voicemails they dont call back. I finally get an answer and they tell me my car need transmission repair, which it just got a brand new transmission from them in March of 2022 so it hasnt even been a full year yet. She goes to tell me that they have to contact the warranty because this is fords problem and she tells me the same thing for about a couple of weeks. Then she finally tells me on February 15,2023 that everything is covered by **** and I should have my car by Wednesday the 22nd and guess what Wednesday comes I call to see if my car is ready she gives me the run around again saying that my car is not ready they gave them clearance to break the car down but not to work on it and that does not sound right to me. My issue is that my car has been there for over a month and has had little to no repairs and I have had a very hard time getting in communication with them because they dont call to update you, and I feel like they are discriminating me because Im a younger girl who does not know too much about cars. I just need my car fixed so that I can continue to commute to work and school.

  Business response

  03/13/2023

  It needs a trans repair/replacement. It was originally replaced by her outside warranty(Allstate) as it turns out it was a **** unit & have to get a cost cap on it for repair or replacement.  In short, the delay is being caused by what her warranty will allow for in regards to repair or replacement.  We are working to repair as soon as possible, working within the parts delays that the whole world is experiencing.  Nothing in any manner of this interaction is discriminatory.  

*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. ↩