Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have taken in a 2008 *** ****** twice for the same service, check engine light on due to a wheel speed sensor. The first time I was charged $230 diagnostics fee and was told that the sensor was loose and they tightened it along with the left cable on the battery. The next day I drove it to work, the check engine light came back on. I called the service department and they got it in promptly. This second time the service tech said that the aftermarket parts installed previously from a different auto shop was the issue. Napleton *** ordered new parts and installed them charging me $830 the second time. I got the car on 12/18/24 and The next morning on my way to work, the check engine light came back on. I have called on 12/27/24 and left a message with shop manager **** to ask whats the next steps to getting my car fixed. I have also called *** ******** ******* on 1/6/25 and again today 1/20/25 they also called **** and left a message for him to return my call. I feel this has gone on way too long and I need answers to getting my car fixed correctly! I would like to speak to someone above **** because clearly he doesnt want to help me.

  

  Business response

  02/07/2025

  The dealership continues to work with **** ****** to come to a mutually agreeded upon resolution & we will update the BBB once we have resolved this case. 

  Kind regards, 

  Customer response

  02/10/2025

   
  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

  01/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my vehicle to the dealership on 12/11/24 for a recall repair and was initially told it would be completed by the end of the day. However, the dealership did not finish the repair as promised. That same evening, after making several follow-up calls, no one answered, and the service manager never returned my calls. The dealership did provide a shuttle service to take me home, but they never contacted me to arrange for the pickup of my vehicle.I had to arrange for someone to drive me back to the dealership to get more information. Only then was I informed that the vehicle required additional transmission warranty repairs, and they provided me with a loaner ***********, over a month has passed, and the dealership is still unable to provide a clear timeline for when my vehicle will be ready. Despite repeated inquiries, I have not received satisfactory updates or resolution regarding the completion of the repairs. I am frustrated by the lack of communication and the ongoing delays, and I am seeking assistance in resolving this matter.

  

  Business response

  01/27/2025

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

  Kind regards, 

  Customer response

  01/28/2025

   
  Complaint: 22829100
  
  I am rejecting this response because:

  I appreciate the initial contact and attempts to resolve the situation, but several issues remain unresolved. First, the vehicle was returned dirty, despite assurances it would be cleaned. A few days later, I had a flat tire caused by a nail, and the vehicle did not provide any warning about low tire pressure. (Another driver had to alert me to pull over.) I had to take it to Napleton Northlake, where they also were surprised by the lack of alert. Additionally, the General Manager promised a $100 gift card for the inconvenience, but I have yet to receive it, and he has not responded to multiple attempts to follow up. I request that these matters be resolved promptly, including the promised compensation, and a clear timeline be provided for resolution. Thank you.

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

  

  Business response

  02/04/2025

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

  Kind regards, 

  Customer response

  02/05/2025

   
  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

  01/08/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/11/2024 me and my wife buy car Hyunday Santa Fe from Napleton Acura. Original deal was ***** plus trade in old car for *******. Financial lady make a mistake 3 times and still include unwanted services to ours account. They give to us flash drive with files, so we not check details, but next day (6/12/2024) we figure out and cancel the all 3 services with management approval. Napleton Acura send check to the bank with ours account for 2 of them, Amount of *******, after we figure out the mistake they make, we contact with **************** (general sales Manager) and he promise to send rest of the money (******) to the account. That happened about end of June. We waiting like two weeks and because money was not received, we starting conversation with Mr. **** ****** (general manager ) they keep saying, they send money and check been cashed, but Napleton never provide proof of that and we never received money to the account. After Mr. ****** ,case escalade to headquarters Napleton . Ms. **** ****** and Ms. ****** C ******* Office Manager. They already share my personal information with third party and ask me to waiting for ,I don't know how long time to resolve there problem with check obviously send to wrong bank and probably someone account. I can provide all information with emails, bank statements and cancelation paper. I still paying taxes and APR over services they wrongly put on ours account. I ask for sample return the money ASAP to us or ours account. If you can't resolve the problem, I have to file small case in the court for amount include all losses and sharing personal info. Thank you in advance.****** C ******* Office Manager North Palm Motors LLC-Northlake *** North *************Northlake ******* North Palm Autopark-Northlake Autopark ********** Acura Phone:********************** Direct:************ C. **** ******* Executive Assistant to ***** ******** Napleton's On Northlake direct: ************

  

  Business response

  01/28/2025

  Dear Better Business Bureau and Mr. ******************** you for bringing this matter to our attention. Upon reviewing our records, we have confirmed that a check for the remaining $854.93 was issued to ***************** on September 9, 2024, and successfully posted on September 26, 2024. Documentation supporting this, including transaction records and bank confirmation, has been attached.
  
  We believe this resolves the matter, but if you have any further concerns or need additional assistance, please feel free to reach out to us directly. We appreciate your patience and understanding as we worked to address your concerns.
  
  Sincerely,

  Customer response

  01/28/2025

   
  Complaint: 22787217
  
  I am rejecting this response because:

  This money never been posted on my account. Bank 53 have investigated the check and they said,never have this one . Will be happy if I see SUPPORTED DOCUMENT FROM YOUR BANK FOR SUCCESSFUL TRANSACTION TO MY ACCOUNT. I have my account to prove,do not have transaction of this amount to my account.We already have this conversation on email and I have the email if you loose them. 

  Have a good day. 

   

  Have a good day. 
  
  Sincerely,
  
  ****** ******

  

  Business response

  02/04/2025

  To resolve this matter, the customer must contact **** ******* at ************ to sign the necessary release for ****************** fraud department. This step is required to facilitate any further action regarding the disputed funds. We appreciate the customer's cooperation in this process and encourage them to reach out as soon as possible.

  Kind regards, 

  Customer response

  02/05/2025

   
  Complaint: 22787217
  
  I am rejecting this response because:

  Napleton say,cashed amount in my account, now playing with fraud case. Overall,that is waisting a time and delay. She have my email and phone number. Never send me anything to inform me about case. Just postpone and delay. I will try to contact her tomorrow 2/6/2025 and if not successful, fill case with court. Tire to deal with thefts. Sorry for that. Last answer was they send money,now they agree money is not there. What will be next?

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

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a used car 11/30 put $4000. It vibrated on highway. I returned it and got a lease put $4000 down 12/13. Calucated the 1st car as a down deposit on lease. Called to ask about $4000. No one returned my call. I called credit card to dispute 12/30 $4000 refunded. 1/4/25 2 cars showed up on my credit report called fiance manager and went to see him. Told me that I need to pay back the $4000 to fix my credit report. I am a 72years old woman and feel that they took advantage of me. $8000 is a lot of money for a senior on a fixed income. Tried to explain me how the value of owning a car for a week was worth $4000. They never returned my call to discuss this matter. Black mailed by filing 1st card on my credit report again on 1/3/25. It is still showing up on my credit report. The value of the 1st car should not include my $4000 payment if I put $1000 down instead would that change the car value.

  

  Business response

  01/27/2025

  ***** ******* has worked directly with ***** ******** to resolve this concern. 

  Kind regards, 

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new vehicle from ** Napleton Acura car dealership. At the time of purchase, I bought a warranty from the dealer through ***** called ************ in the amount of $3400.00. I was having issues with my timing belt tensioner, sun roof, and caliper (all of which are covered under my warranty). The dealership declined my warranty and tried to charge me thousands of dollars for each repair instead. I have proof of a text from a service advisor from their backend customer service ********************** portal showing a clear breach of warranty. I am asking for a full refund of $3400 plus any taxes that I paid for my warranty in order to resolve the dispute. I am also asking ** Napleton Acura to pay $3000 (the amount quoted by you guys) to fix my sunroof IF Acura corporate does not cover it under good will (I am in discussion with them right now). You guys caused me A LOT of pain and suffering for over 1.5 years! It has effected my ability to go to work too since I use this car 7 days a week for my businesses.

  

  Business response

  01/17/2025

  Given that covered warranty repairs are the main source of business for any franchised service department, Mr. ******** allegations of Napleton's refusal to honor the warranty coverage provided by the manufacturer is obviously inaccurate. In short, there was nothing wrong with Mr. ******** calipers at his last visit . Other brake-related services (i.e. Pads, rotors, etc.) would  not be covered under the terms of the warranty. Likewise, Napleton staff previously recommended timing belt repairs to Mr. ****** (timing belt, tensioner, water pump, etc.) which he refused. Napleton has no authorization from Mr. ****** to perform any additional work, nor has he scheduled an appointment for any such service. Barring additional information, there is nothing further we can do for Mr. ****** at this time. 
  
  Thank you,

  Customer response

  01/28/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  Hello,
  
  My claim number is: ********. I do not agree with the businesses resolution. I agree that a franchises business model makes money from warranty claims, which is why it is so strange that they didnt cover the parts they said are broken under my warranty. Also, their response is inadequate regarding the brakes because they stated that the caliper is broken, and that part is indeed covered under the warranty. The employees at this dealership obviously have enacted on discrimination. They singled me out and did not cover my repairs simply to give me a hard time. I literally have the evidence that they breached my warranty. Thank you.
  
  - Yuhib ******
  Sincerely,
  
  Yuhib ******

  

  Business response

  02/04/2025

  We acknowledge Mr. ******* continued dissatisfaction with our response; however, his claims remain unsubstantiated and misrepresent the facts. Mr. ****** did not raise concerns regarding his calipers with our service team before seeking service elsewhere. Had he done so, we would have invited him back for inspection. Our records indicate that we performed brake pad and rotor replacements, neither of which suggest an issue with the caliper.
  
  Furthermore, our dealership has a long-standing history of addressing warranty-related repairs when valid claims are presented. We have covered repairs for Mr. ****** in the past when warranted, and we would have done so again had he returned to us rather than seeking service at other Acura dealerships. Our objective has never been to single out or deny service to any customer, and we categorically reject any insinuation of discrimination. Additionally, prior to withdrawing his initial BBB complaint, Mr. ****** contacted our dealership and requested that we cover all repairs now that his warranty has expired, in exchange for dropping the case. This request further undermines the validity of his claims. We remain committed to ethical business practices and fair treatment of all customers; however, we cannot honor demands that fall outside the scope of our obligations.
  
  Sincerely,

  Customer response

  02/10/2025

   
  Complaint: 22780022
  
  I am rejecting this response because:

   

  Dear ** Napleton Acura of Elmhurst,

  
  I am writing to address the ongoing issues concerning the service provided by your dealership and the failure to honor warranty coverage for necessary repairs. I acknowledge your frustration and understand your continued concerns with my responses, but I must clarify the key facts and provide the context necessary to resolve this matter.
  

  First, while I failed to raise the issue of the caliper directly, this oversight was not my responsibility. Your service advisor, as stated by your employee, identified the faulty caliper but neglected to replace it. Instead of performing the proper replacement, your team chose to reassemble it during a brake job, despite the caliper being deemed defective. It is my position that this caliper should have been replaced under the warranty that was in effect at the time.

  
  Further, I must bring attention to your dealerships failure to properly diagnose and address other concerns. Specifically, while your dealership covered the replacement of the starter under warranty, the damaged tensioner was not identified during the repair process, resulting in my having to pay for an additional diagnostic. After paying for this second diagnosis, your team advised that the tensioner was not covered under warranty, despite the fact that the vehicle was still under warranty when the starter was replaced. It is clear that a failure to properly inspect the car led to the oversight of this additional repair.
  

  Moreover, I find it misleading and inaccurate that your dealership now claims I contacted you seeking to cover all repairs following the expiration of my warranty. To clarify, I offered to resolve this issue amicably by requesting that your dealership cover the repairs related to the tensioner and the sunroof, both of which were diagnosed while the vehicle was still under warranty, as outlined in the supporting paperwork. I have not asked for coverage outside of the warranty period but instead requested that repairs that should have been covered under warranty, but were neglected, be addressed promptly. The paperwork in question clearly reflects that these issues were present during the warranty period, and your dealerships failure to perform these repairs constitutes a breach of the warranty terms.
  

  Additionally, I would like to emphasize the inconsistency regarding the sunroof repair. On July 3, 2024, I brought my vehicle in for diagnosis, and the paperwork clearly states that I reported the sunroof shade falling out near the rear passenger side and requested an assessment. However, the same documentation also indicates that I "declined repairs at this time." It is perplexing that I would have declined a repair that was fully covered under warranty. This appears to be a misunderstanding that needs to be rectified.
  

  Given these facts, I request that you promptly address the necessary repairs to the sunroof and timing belt tensioner. These items were diagnosed while the vehicle was under warranty and should have been covered at that time. I trust that, with your assistance, we can resolve this matter efficiently and in accordance with the terms of the warranty.
  I appreciate your attention to this matter and look forward to your prompt response.

  
  
  Sincerely,
  
  Yuhib ******

  Acura MDX A-Spec 2023

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 30th, I had my car towed to this location because of the battery being dead. they tested the battery and stated that it was dead and that it needed to be replaced along with it needing an oil change and new spark plugs. They also ran a diagnostic on the car and reprogram the car. The battery on the car is dead and it will not start. I have placed several calls to the dealership but I am not able to get anyone to return my ******** is a 2015 Maserati Ghibli. Total cost of repairs was ******* which I paid in full to the dealership service department.

  

  Business response

  01/24/2025

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

  Kind regards, 

• Initial Complaint

  01/05/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  09/03/24 Paid for a protection plan on vechile that I didn't sign or want. Manager ****** told me it was a mistake of the financial personnel. ****** give me two option only one is to wait two months and pay intrest or pay the full amount over 800 then get a refund for it. Have been waiting over three months on a refund. Send over paid in full letter from *** three months ago to ****** and nothing has been done for my refund.

  

  Business response

  01/24/2025

  **** ****** worked directly with the General Manager **** ***** to resolve this concern. 

  Kind regards, 

• Initial Complaint

  01/04/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Amount of money paid and services not done. Damages to Interior, exterior of Sorento, electrical damages caused by **** theft of Viper Remote. Mental, emotional, psychological and financial abuse, loss of father and loss of wages.

  

  Business response

  01/25/2025

  ***** ******** has escalated this case to another platform and the response will be given there. 

  Kind regards, 

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/30/24, I met with saleswoman, ***** ***** and a salesman, to discuss purchasing an automobile. I inquired about a 2010 ***** Malibu LT. ** discussed what was needed to purchase automobile. The saleswoman worked with salesman to process my application and get me approved with a financing company. Both parties let me know that I was approved by unknown bank, "******************". I questioned why I would be approved by unknown bank when my credit score was excellent. I questioned why I would have to pay such a high interest rate when my credit score was excellent. The salesman reported that "******************" Bank was like a ******* bank which in my mind is accessible and have positive reviews. It was suggested that I could refinance the loan later on if I was not satisfied with the current finance company. I told them that I would not want to do that. I was never given a reason why the interest rate would be what it was 11%, again, if my credit score was excellent. I also inquired about why I did not qualify for the advertised deals and steals from ************ and Carfax. A low car payment estimated as low as a little over a hundred dollars. I talked with ***** ***** prior to my in person meeting, who reported that Napleton was offering no money down, 90 days before paying first car payment, and 15 days and or 5000 miles warranty. They only honored the 15 days and or 5000 miles warranty. I was not happy with my contract and I attempted to reached out to the "******************" several times on 01/02/2024 to discuss my loan. I left several messages but was unsuccessful with their automated system. I finally received a message back just before noon central time zone, reporting that they did not have an account in my name. I then proceeded to contact a salesperson from Napleton to discuss my dissatisfaction but was unsuccessful. I wanted to discuss dropping off the car but no one would call me back. I dropped car off 1/3/24 and was threaten by the salesman.

  

  Business response

  01/10/2025

  We understand Ms. ******* frustration with her recent vehicle purchase experience. However, we have acted in accordance with all applicable laws and regulations throughout the transaction.    
  
  We have reviewed Ms. ******* concerns and found that the facts do not support her claims about the financing process and the vehicle's condition. We provided her with all the necessary information about the financing options available, and she ultimately chose the financing package that best suited her needs.    
  
  We also thoroughly inspected the vehicle before she purchased it and found no evidence of any mechanical issues. We stand by the quality of our vehicles and our commitment to customer satisfaction.    
  
  Despite our belief that we have acted appropriately in this matter, we have reached an agreement with Ms. ***** to take the vehicle back. We value our customers and strive to ensure their satisfaction whenever possible.    
  
  We hope this resolution satisfies Ms. ***** and the Better Business Bureau.  

  Kind regards, 

• Initial Complaint

  01/01/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  7-14-23 Purchased a 2017 PORSCHE MACAN for $26,999, the advertised price was $25,999 (false advertising). I have ads from 3 websites (including their own) listing the price as $25,999, dated 7-13-24 the ads were still live the next day when I purchased. I also have text messages communicating with the dealership about the $25,999 price. They pulled a fast one the day of purchase, and put $26,999 on the paperwork. It was a rushed afternoon, my ************ was closing very soon, had to hurry there. So, didn't catch the extra $1000, they slipped in until afterwards.

  

  Business response

  01/17/2025

  BBB Case#: 22753128
  Customer Name: ******* *****
  Current Date: 2025.01.16
  
  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention. We have reviewed the customer's concerns and have taken steps to address them.
  
  The customer's primary concern was that the final purchase price of the vehicle was higher than the advertised price. We have reviewed the customer's documents and confirmed a clerical error on the paperwork. We have since refunded the customer for the difference between the agreed-upon and purchase prices.
  
  We also understand that the customer felt rushed during the purchase process. We regret this and have taken steps to ensure that our sales team provides adequate time for customers to feel comfortable with this transaction.
  
  We have addressed the customer's concerns and feel this matter is now resolved. Please let us know if you have any questions or require further information.
  
  Kind regards,
  
  

  Customer response

  01/17/2025

   
  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,
  
  ******* *****

*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. ↩