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Napleton Ford LibertyvilleThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
11/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a used 2012 ***** CT200H and within 30 days of the purchase the vehicle started to make banging noises from the engine bay. The same day it happened; I took the vehicle to the nearest ***** dealership to have the issue diagnosed by a ***** professional. They informed me that the engine is in need of replacement and that coolant had been seeping into the engine valves for some time causing catastrophic damage. They confirmed with me that this was not an issue that started in the past 30 days since my purchase.I called **** ******** the General Manager at Napleton Ford and explained my disappointment and frustration of purchasing a vehicle from Napleton Ford that clearly needed a new engine prior to me purchasing it. **** ******** offered no resolution or remorse for the situation and recommended a local repair shop that they partner with to have the repair done at MY expense. The estimate from this repair shop is $5700-$6000.Considering I purchased this vehicle within 30 days and it had supposedly been thoroughly examined for sale prior to purchase by the dealership as claimed by the General Manager ****, the engine issue with the visible leaking coolant should have been caught prior to offering this vehicle for sale.I purchased this vehicle and gave it to my son for his 16th birthday. He and I are beyond disappointed with Napleton Ford in Libertyville and **** ********** inaction to help remedy the problem. In the spirit of good local business, I was hoping that the dealership would help me cover part of the repair as a sign of good faith and good customer relations. I believe their business practice of selling used cars to local customers like my son and I, knowing that the coolant level could not be maintained and cause an engine issue should be investigated. I would have been satisfied if there was some level of accountability with the dealership to help me in part cover the cost of the new engine install through their recommended partner.Initial Complaint
09/06/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
The dealership did not disclose that the vehicle had body work done on it. The vehicle is missing parts that are important for safety. We just found out the parts were missing while having the vehicle fixed for a recall, by a reputable ***** dealership.Initial Complaint
02/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Dec 14th 2023 I have paid $250 for painting small part of the body of my car due a scratches happened to the car during the time the car was at dealership for service. the dealer refused to cover this cost despite the car was under responsibility of the dealership, dealership comment was" they don't have surveillance camera and they park customers' cars in a public parking that can be used with by public and they are not responsible to this damage" . this is totally unacceptable and I have never experienced this with any car dealer to deny the damage and make the customer ***** that cost. I am extremely worried about next time I bring my car to the service, keeping in consideration that I have three **** cars at home "it seems I did a mistake by being loyal to this car brand". R/O number 6133924/1Initial Complaint
07/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On May 28 I purchased a used 2013 ****** Forester, manual transmission. The car ran well on the test drive, and according to the CarFax report, received an inspection by the dealer on April 4. After having the car for 12 days I took a trip to the ***************************. The car had been running fine until around 300 miles into the trip. When I went to accelerate from a stop and change gears there was difficulty in doing so and the clutch pedal was sticking to the floor. I got the car into gear and kept going. Once I turned the car off I then was unable to start the car again. I had the car towed to a shop in ********, ********, where I was told it needs a new clutch. It has now been six weeks, and the car is still awaiting repair. On Wednesday, July 20, the shop was going to install the clutch, but alerted me that the transmission needs replacement. The total repair cost will be around $4,000 ($1754 for clutch and over $2000 for the transmission). I had owned the car for only 12 days and driven less than 500 miles before this happened. I called Napleton Ford the next week, after the failure, but they refused to offer any help, and assured me that the car was running fine when on the lot.Business response
07/21/2022
This issue has been resolved with customer via ******* reimbursement upon receipt of invoice for repairs.
K Gordon S *****
Customer response
07/23/2022
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
06/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a new Explorer through Napleton. At the time the order was placed, salesman *********************** failed to inform me the process could take 8 months or longer, nor did he state the deposit, paid in good faith, is non-refundable. I was informed I would receive an email from **** with a tracking progress feature in a few weeks. At this same time **** informed me that **** prioritizes customer sold orders, so he thought Id have the car by early summer. This information was communicated verbally at the time deposit was paid. Further, **** informed me the dealer would contact me a week or two before the Explorer is ready to come back and finalize paperwork. The dealer did not offer any receipt other than the simple credit card payment receipt. No **** of sale was copied or shared with me, nor were any purchase/contractual terms provided for me to take home. I have not received the vehicle, now ordered 9-weeks ago. Last week (8-weeks in) I was informed by the sales manager, ****, this Explorer order could take another 6-months. This despite receiving an email from **** prior to that conversation, stating the car would be here by the end of next month (end of July 2022 per attached email communication with ****). I am the victim of deceptive sales practices and have been trapped in an order that has no clear or accurate ETA. I paid Napleton Ford a $1,000 deposit in good faith, based on what had been communicated at the time of this purchase. In speaking with multiple representatives from **** directly, I have learned the vehicle is not yet in production. I was told by **** just today it is in order processing status. Several representatives at **** have informed me the purchase can be cancelled, through the dealership. The dealership is not assisting with this request and has stated I received incorrect information from ****. These businesses are pointing fingers, and I am the victim. Nothing has been delivered, I request my deposit back immediately.Business response
06/25/2022
Dealership will issue check for refund within 10 business days of June 27,2022.
***********************
Customer response
06/27/2022
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
04/05/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
Hello I ordered a vehicle almost 2 years ago and have put down 2 different deposits one initially in ***************************************** April 2021.The vehicle has arrived and I was sent a **** of sale that did not reflect actual price previously discussed.2 years ago when I ordered this There was not a high Demand for vehicles and this price adjustment was never a policy when I originally placed order.My deposit has been held for almost 2 years total.I was told by sales manager due to high demand we are charging you ******** seems very deceptive for me to find out at the last moment after such a long wait and Never previously discussed.I made an attempt to speak with general manager but was told the situation would be explained to him.I look forward to a resolution.Thank you for any helpBusiness response
04/16/2022
This has been settled to customers satisfaction.Customer response
04/18/2022
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,
***********************
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Customer Complaints Summary
6 total complaints in the last 3 years.
3 complaints closed in the last 12 months.
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