Complaints

This profile includes complaints for Ed Napleton Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ed Napleton Automotive Group

  1 Oakbrook Terrace Ste 600 Oakbrook Terrace, IL 60181-4485

  
• 

  Ed Napleton Automotive Group

  1000 Lawrence Ave Ellwood City, PA 16117

  
• 

  Wyoming Valley BMW

  1470 Highway 315 Blvd Ste 1 Wilkes Barre, PA 18702

  
• 

  Napleton's Collision Center of Wyoming Valley

  2150 Sans Souci Pkwy Wilkes Barre, PA 18706

• 

  Napleton's North Palm Auto Park, Inc.

  3701 Northlake Blvd Lake Park, FL 33403

  

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.

• Initial Complaint

  Date:07/17/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 4/17/2025, I was looking for a black on black ***** RX not available at the dealership and ******************* (sale **** suggested I made a refundable $500 deposit, and he will search for the car at other dealerships. About a month later I called and said I found another car, and I no longer want the *** he said the money will be refunded in about 1-2 weeks. After about 3 weeks I called him again and he said may be finance forgot to refund me, and he will follow up with finance department. After about another 3 weeks, I called again, he said he was busy and will call me back, still did not hear from him and still no refund.

  

  Business Response

  Date: 07/22/2025

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

  Kind regards, 

  Customer Answer

  Date: 07/22/2025

   
  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:07/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought a car 2012 **** TTs from Napleton's ************************************************ Dealership on 7/10/24.I asked the ***** (Salesman) when I was checking the car if the car was modified & if he knows the history. He didn't gave a straight answer. He just handed me the Carfax. In June this year. I received a notice for Vehicle Emissions Test. So I went to get the car tested and the car did not Pass the emissions test. I was advised by the Emissions Test person to get the car check by a Certified Mechanic. I took the car to **************************** in **********, **. store #:906370 where they did the inspection of the car & found that the car was modified, No check Engine light on - Monitors not ready/not supported for Emissions, Found no Catalytic Converter on the car, Catless Down Pipe, Car is Tuned to remove Monitors.On July 2nd 2025, I went to the Car Dealership and talked to ******* ******* (Service Director) about the issue. He took pictures of the Emissions Test results and the estimate of the repair from ****************************. He told me that he will talk to his General Manager about the issue. I asked him when I will know from him the discussion with his manager and he told me that he'll call in the afternoon of July 2nd or the next day July 3rd 2025. I never got the call from **** and I called him 4 times, left voicemail and he never called me back.I'm asking a big favor to help me resolve this case so that I can have my car Pass the Emissions test and be able to renew the Vehicle Registration which expires this month July 2025.I'm looking forward to your kind consideration of this matter.Regards,***** *****

  

  Business Response

  Date: 07/22/2025

  Napleton's ****************** of Chicago takes the quality of their inventory and the safety of its clientele very seriously. As such, every vehicle is thoroughly inspected before sale. Our records indicate no pre-existing conditions with this vehicle, which would account for the problems experienced by ***** *****, however. Unfortunately, it was over a year from the purchase of the vehicle when Mr. ***** brought it in for diagnosis, resulting from a failed emissions test. Our examination at that time indicated that the catalytic converter, while present, had been modified, and the vehicle's diagnostic system had been set to a state in which the emissions system was not being monitored for such alterations. These conditions would have been evident in our inspection, and yet no record of such conditions exists. That, in combination with time, makes it impossible for us to verify Mr. ******* claims. We will be happy to work with him on preferential pricing for any needed repairs, but such would be the limits of our ability to assist him in this matter.

  Kind regards,

• Initial Complaint

  Date:07/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Certified Pre Owned 2023 ******* Tucson from Napleton ************** on 5/31/2025. My salesperson was ***** ****** and I also worked with the manager, ****. The leather on the driver's seat was ripped when ***** showed me the car, and ***** and **** agreed that the dealership would replace the driver's seat cushion after sale. They said they would either order the part, or take a seat cushion off another car on the lot and then I could come back after sale to have the seat cushion replaced. This was agreed to in writing via the "we owe" form (attached).I attempted to contact ***** and **** via phone somewhere between three and five times in June, asking for an update and when I could bring the car in. All voicemails were left unanswered until the last one, after I told them I would be filing a BBB complaint. ***** called me and texted me on 6/28/25, apologizing for the delay and told me the seat cushion was on site and ready for replacement.On 7/8/25, I brought the car into the service department, as ***** had told me to come in at 8AM for the replacement. When I spoke with the staff in the service department, they said they had no seat cushion had been ordered by sales, only a seat cover, and that if I wanted a seat cushion replacement, the sales department would need to order one. Later that day, I left messages for both ***** and **** asking for assistance, and I got no response.I would like my driver's seat cushion replaced, as agreed to in writing at the time of vehicle purchase. Additionally, as an accomodation given I live far from the dealership and spent 2 hours coming down when the seat cushion wasn't ready as I was told, I would like either a) for the dealership to pick up and drop off the car from my home for this repair or b) to have the service done at a Napleton location closer to my home.

  

  Business Response

  Date: 07/22/2025

  **** ****** worked with the Service Manager **** **** to resolve this concern. 

  Kind regards, 

  
  

  Customer Answer

  Date: 07/22/2025

   
  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:07/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Leased a 2025 Acura RDX and was told it was new, On drive home, I noticed the car had 5100 miles on odometer. when I went through the car and found copy of a rental agreement, plane ticket and a luggage tag all with different names. This car was clearly used as a rental all od which was undisclosed by Napleton.

  

  Business Response

  Date: 07/30/2025

  ******* ***** is working direclty with **** ******** to resolve this concern. 

  Kind regards, 

  Customer Answer

  Date: 07/30/2025

   
  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:06/30/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 5/20/25 I ordered a starter from the parts **** the shipped it on 5/23/25 and it was received on 5/25/25 by my wife who at the time did not know what I had ordered a couple days later when I went to open the box in preparation of repairing my jeep the box was empty and had never even been taped. I opted the box and you can clearly see something was inside but it was supposed to weight 9lbs and looking at my ring video footage it clearly was empty when handed to my wife. I emailed napleton Clermont jeep dodge ram and asked for them to call me and they replied with its **** fault youll have to file a complaint with them and absolutely accepted no responsibility whatsoever for not even using tape on the box to keep the item contained. ***** in the parts **** didnt offer to help contact **** or help at all so I had to file a police report and a complaint with **** as well and Im sure Ill loose my $150 in the end but an apology or some kind of help from them would have been nice seeing how they shipped the package without even using tape to keep the part inside

  

  Business Response

  Date: 07/09/2025

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

  Kind regards, 

  Customer Answer

  Date: 07/10/2025

   
  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:06/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On June 26, 2025, I went to Napleton *** in ******** ******** to inquire about a vehicle. I viewed the vehicle and spoke with the sales manager (***) and the finance manager regarding the price of the car (2025 GT Line AWD) *** *** The finance manager refused to allow me to go home with the paper having the price and details of the car, and ensured everything would maintain the same. The price of the car was negotiated and due to it being late, I would come in the following day (June 27, 2025) to purchase the vehicle. On June 27, 2025, I viewed the vehicle once again and submitted the credit application to finance the car. During the processing of the credit, the finance manager switched the car and told me the car we negotiated on was another car of lesser value, and he would sale it to me for the same price as the original care we negotiated. This was done after processing my credit, forcing me to endure an unnecessary credit inquiry.

  

  Business Response

  Date: 07/11/2025

  We appreciate the opportunity to respond to Ms. ******* concerns. Our records indicate that Ms. ***** visited Ed ************************ *** of ******** on June 26, 2025, and again on June 27, 2025. During her initial visit, she viewed a specific 2025 *** K5 GT Line AWD and discussed terms with a sales and finance manager. Unfortunately, due to the nature of automotive sales and market dynamics, the vehicle in question was sold to another customer shortly after her visit.
  
  Upon returning, Ms. ***** expressed interest in purchasing and completed a credit application to explore available options. While reviewing inventory, it became clear that the exact trim and color combination she had originally viewed was no longer in stock. The team attempted to present alternative units that met similar criteria. Any discussion of a comparable vehicle at the same negotiated price was made in good faith and with her budget in mind, but no sale was finalized.
  
  We regret any confusion or dissatisfaction caused by the unavailability of the original vehicle. However, it is standard procedure in the automotive industry to process credit applications once submitted by a customer actively seeking financing options. 

  Kind regards, 

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23529868
  
  I am rejecting this response because:
  
  I am rejecting ** Napletons response to this complaint because they have provided you with misleading information. Seeing that *** of ******** submitted two repeated credit inquiries to the credit bureau for the vehicle that was in my presence and committed to purchase, I want *** of ******** to obtain the same vehicle from another dealership and/or the manufactory for the same ***** **** and *** presented to me in writing (Exhibit A).
  
  Regarding the misleading information in their response However, it is standard procedure in the automotive industry to process credit applications once submitted by a customer actively seeking financing options.  I provided my credit information to the Salesperson with the intent of purchasing the vehicle that was before me (Exhibit B).  The representative from *** of Elmhurst submitted two credit applications (within a ten-minute period) to the credit bureau for the agreed upon purchase.
  
  The Management at ** Napletons *** had no intention of selling me the vehicle and that is why they sold the vehicle the day after my visit.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 07/22/2025

  We respectfully submit our additional response to Ms. ******* recent rejection of our previous explanation. While we empathize with Ms. ******* dissatisfaction, the transaction's facts remain materially unchanged. On June 26, 2025, Ms. ***** expressed interest in a specific 2025 *** K5 GT Line AWD at Ed ************************ *** of ********. Like many in high demand, that vehicle was not held with a deposit and was subsequently sold to another customer. Ms. ***** returned the following day and submitted a credit application while exploring other vehicles in our inventory.
  
  It is industry standard to process financing applications upon customer initiation, and Ms. ***** voluntarily completed hers as part of her intent to purchase a vehicle. No vehicle was guaranteed or reserved without a formal agreement. We regret that her desired trim and price point did not align with our remaining inventory, but every effort was made to present comparable alternatives in good faith and consistent with her indicated budget.
  
  The assertion that our team acted with deceptive intent is strongly refuted. Automotive inventory shifts frequently, and while we aim to accommodate each customer's preferences, availability can change rapidly. 
  
  At this time, our prior response adequately addressed the concern, and we remain open to assisting Ms. ***** in finding a vehicle that meets her needs should she choose to reengage. However, we cannot accommodate demands to procure or price-match a no longer available vehicle that was never formally contracted.

  Kind regards, 

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23529868
  
  I am rejecting this response because:they have provided you with misleading information. Seeing that *** of ******** submitted two repeated credit inquiries to the credit bureau for the vehicle that was in my presence and committed to purchase, I want *** of ******** to obtain the same vehicle from another dealership and/or the manufactory for the same ***** **** and *** presented to me in writing (Exhibit A).
  
  Regarding the misleading information in their response However, it is standard procedure in the automotive industry to process credit applications once submitted by a customer actively seeking financing options.  I provided my credit information to the Salesperson with the intent of purchasing the vehicle that was before me (Exhibit B).  The representative from *** of ******** submitted two credit applications (within a ten-minute period) to the credit bureau for the agreed upon purchase.
  
  The Management at ** Napletons *** had no intention of selling me the vehicle and that is why they sold the vehicle the day after my visit.
  
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am submitting this complaint against Napleton *******************, ********, regarding an unexpected and undocumented Dealer Fee (DLR Fee) charged after the sale of a motor vehicle.Summary of the Issue:At the time of purchase(March 24th 2025Y), I paid the required charges for the sale of the vehicle, including sales tax ($3,479.54) , state title and registration fees($1,337.23), and a documentary service fee ($367.70).Upon review of the IN state transaction records for registration, I noticed a difference between the state fees I paid and the actual state fees charged. The refund due was calculated to be $368.25. (please see the attachments)The dealership responded that while $368.25 was the correct refund amount, $250 was being withheld as an unaccounted DLR Fee (Dealer Fee), thereby reducing the refund to $118.25. I received the check for it Upon review of the signed sales contract, I found no mention of any $250 DLR Fee or any agreement to such a ********* I requested to The dealership that you provide a copy of the signed agreement or any other official documentation that clearly lists this $250 DLR Fee and explains its basis. But they didn't clearly explain and receipt Key Concern:Illinois state law requires that any and all fees charged to a consumer in a motor vehicle transaction be clearly disclosed and agreed upon at the time of sale. The state explicitly prohibits hidden or undisclosed fees. The dealerships post-sale claim of a $250 DLR Fee contradicts this requirement, as it does not appear anywhere in the agreement or any official documents I signed.Requested Action:I am seeking a full refund of the contested $250, as it was not disclosed in the original agreement and does not align with Illinois state consumer protection regulations.

  

  Business Response

  Date: 07/09/2025

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

  Kind regards, 

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We purchased what was represented as a new 2024 VW Atlas from Napleton's ********** of ******* in November 2024. The vehicle had ***** miles on it, but the dealership assured us it was new, and the sales contract confirms it was sold as a new ********** March 2025, we returned to the same dealership for a recall service. During that visit, they removed the engine cover and did not return ***** May 2025, our vehicle broke down and was towed to Orlando VW South. That dealership informed us that, according to **'s internal maintenance system, our car had already been registered under a different person. This meant the warranty began in June 2024 five months before our purchase significantly reducing our coverage period.We contacted Napletons VW of ******** and while they initially answered a phone call, they have since ignored all our emails from May onward. ** ************* confirmed that the car had been previously sold and advised us to follow up directly with the dealership. They also attempted to help facilitate communication. The dealership eventually returned a call, maintained that the vehicle was sold as new, but admitted they could not correct the warranty start date.This situation raises serious concerns about the vehicle's sales status and transparency at the point of purchase, and we have been unable to get a satisfactory resolution from the dealership.

  

  Business Response

  Date: 07/09/2025

  Yuan Sun is working direclty with ******* ******* the Customer Exeperience Manager to resolve this case. 

  Kind regards, 

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 description was under 2000 characters, but it won't except it so i send it in the attachment

  

  Business Response

  Date: 07/09/2025

  We have received this matter. The customer has chosen to escalate their concern through another forum, so we will not be able to respond to this platform. We request that this case be closed using BBB procedures.

  Kind regards, 

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23494691
  
  I am rejecting this response because: I'm confused. The business response was i escalated the complaint, so they want to close the matter. What does that mean? 
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 07/22/2025

  The business has acknowledged your decision to escalate this matter to the *************************. As a result, they have indicated they will not be issuing any further response through the BBB platform and consider the matter under review via that external channel.

  Kind regards, 

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23494691
  
  I am rejecting this response because: I'm how is this resolved. I have not received any kind compensation from the first complaint and as far as the second complaint to the dealership i am still without my car.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 am writing to formally express my frustration and disappointment regarding the ongoing and unresolved issue with my 2019 Jeep Wrangler, which I turned in for service around May 5th, 2025 due to a failed rear differential. This vehicle is covered under the extended warranty I purchased at the time of sale in April 2024barely a year ago.Despite the warranty and the urgency of the repair (as the vehicle is currently inoperable), I have received little more than a continuous runaround regarding the status of the necessary part, which I am repeatedly told is on national backorder. As of today, June 17th, 2025, I have been without my vehicle for well over a month, and no date has been provided for the arrival of the part or completion of the repair.Whats more frustrating is the complete lack of support in providing a courtesy or rental vehicle during this time. Every time I ask, Im told to contact the insurance company. The insurance company initially believed my vehicle would be ready by May 17th, which was inaccurate. I had to repeatedly request that your team correct that information with the insurance providersomething that should have been handled promptly and professionally without my repeated involvement. The insurance company now tells me they cover only 310 days of a rental, leaving me without transportation for the remaining weeks.This situation has significantly impacted my daily life. Ive had to rely on family members for basic transportation, including to medical appointments, and have incurred additional stress and inconvenience that I find completely unacceptableespecially considering this is a vehicle still under *********** this point, if no resolution is provided immediatelyincluding either:1.A clear and guaranteed timeline for the completion of repairs, or 2.A loaner or rental vehicle provided at no cost until the repair is completedI will be forced to consider taking legal action to address this matter

  

  Business Response

  Date: 07/08/2025

  Thank you for the opportunity to respond to Mr. ***** concerns regarding the service delay on his 2019 Jeep Wrangler. We understand and regret the inconvenience this has caused him. The part required to repair the rear differential is currently on national backorder with the manufacturer. Unfortunately, the expected shipment date continues to be delayed beyond our control.
  
  Despite this, our dealership has actively searched for the part through multiple channels, including outreach to other dealerships and suppliers, but these efforts have not yielded results due to the widespread unavailability. We remain committed to obtaining the necessary component as soon as it becomes available and will proceed with the repair immediately thereafter.
  
  We understand Mr. ***** concerns regarding transportation during this period and have advised him to coordinate with his warranty or insurance provider, which typically governs rental coverage terms. While we sympathize with the inconvenience, loaner vehicles are not guaranteed under every warranty plan and are subject to availability and policy limitations.
  
  We will monitor the part status closely and promptly update Mr. **** with any developments.

  Kind regards,