Antonio M Wcn

Was charged for a device that was included in the warranty

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In may I was charged for a fuel injection cleaning service that was supposed to be covered under warranty. My advisor noticed it recently when I went in for maintenance. Thing is Napeleton northwestern was bought by another company so I cruller Napelton or Arlington Heights and they were absolutely terrible with helping me or getting me the service invoice which the new company that bought Napleton on Western said they dont have
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Loss:
$200

Preferred solution: Full refund

givot G

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Verified Reviewer

Horrible customer service

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I purchased a new 2017 Jeep Cherokee from Napleton Jeep (Chicago) around May 2017. In mid-July 2019, I first noticed a problem with the automatic transmission. The Jeep had well under 20,000 miles and was still on warranty. I telephoned Napleton Jeep to make a service appointment. I was told that only one or two of their technicians were trained to repair transmission, and that the first available appointment would be at 8:30 AM on Thursday July 25. I asked whether a loaner vehicle would be available. I was told that – since I purchased the Jeep from Napleton – I could get a loaner, but I would have to wait until August to have the car repaired. I opted to take the July 25 service appointment. I dropped off the Jeep at the scheduled time and date. I was told that I would be called when they determined what needed to be done. Ay 3:00 PM, I had received no call. I called Juliana, the individual who was tracking this work. Juliana told me that no one had a chance to look at my car yet. I expressed my disappointment. After all, what is the purpose of making an appointment if it does not mean that Napleton will have someone available at the appointed time? I called Juliana later on that day. She said that they were unable to replicate the issue I had reported. She said that they would try again the following day. I next called Juliana at 12:30 PM on Friday July 26. I got voicemail. I called back and asked for the head of the service department. I was told that he had the day off. So I asked for the store manager. I was given the sales manager. I explained the situation to him. He promised a call back within 30 minutes. I subsequently received a call from someone (not Juliana) with a heavy accent. He said that they were able to replicate the issue. He said they think it may need a software update. He said that is underway. He committed to calling me back within an hour to report the status of the repair. At this point, with the store manager off for the day, I asked to speak to whomever he reported to. I was given the name of Chris Napleton. I asked to speak with Chris Napleton, and I was only given an email address. I emailed Chris Napleton regarding my frustration at 1:24 PM on July 26. It Is August 3, and I have received no response. Later on July 26, I receive a text message from Juliana saying that the software update had been completed, the problem was fixed, and the car was ready for pickup. I picked up the car around 5:30 PM on Friday, July 26. Around 7:00 PM that evening, after Napleton Jeep was closed, I was driving and the problem recurred. On Saturday, July 27, I telephoned Napleton Jeep, explained that the car had not been properly repaired, and asked for a new service appointment. I specifically asked for a loaner since I need an available car most days. Juliana told me that she would call me on Monday with the date that a loaner would be available. Juliana failed to call me back. It has been one week. At 7:56 PM on Monday July 29 – after Juliana had failed to meet the service level commitment which she offered (a call back on Monday) – I emailed Chris Napleton explaining this failure of his staff to meet the commitments they made including returning the car when the problem had not been fixed and failure to call back on Monday to schedule a second service appointment when a loaner would be available. I asked that he respond within 48 hours, and I indicated that if I did not respond in that time frame, I would escalate this matter. It has now been four and a half days, and I have heard nothing from Juliana, Chris Napleton, or anyone else regarding completing this warranty work. Returning my car when the problem had not be resolved, failure of Juliana to meet the service level commitment she made (to call me last Monday), and failure of Chris Napleton to respond to either of my emails, is simply unacceptable. I believe that Napleton Jeep is obligated to repair my Jeep under the terms of the warranty provided at the time of purchase from Napleton Jeep. I believe that Jeep is obligated to assure that my car is repaired, since it is certainly within the warranty period. I also believe that consumers should avoid doing business with Napleton Jeep – either when purchasing or repairing their vehicles. Napleton Jeep’s concepts of customer services seems to be similar to the manner in which a bull services a cow. This attitude apparently exists from the bottom (Juliana) to the top (Chris Napleton). Consumers deserve better. Copies of my emails to Chris Napleton will be made available on request.
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Loss:
$30000
Cons:
  • Management non-responsive
  • Failure to repair car
  • Poor quality of work
Reason of review:
Poor customer service

Preferred solution: Meet your warranty obligations

Anonymous
map-marker Tampa, Florida

Napletons Northlake Chrysler Jeep Dodge Ram

We put a deposit on a vehicle at the above dealership in Palm Beach Gardens, FL. with the agreement we were to come the following Saturday from Tampa to pick up the car. The Used car manager Louis ( i do not have his last name) sold the car on Saturday 10/31. As we know that is the end of the month. We purchased a airline ticket to fly down to pick up the car and they were not going to call us. Rachel, an employee there called to let us know the car was sold and she didn't agree with it. She also told us he wasn't going to call to tell us he was going to let us get there and try to sell us another car. Is this any way to treat a customer. This manager represents Chrysler and should lose his job for what he has done. We are hoping to get reimbursed for our plane ticket but not holding our breath. Word of mouth is powerful and who a company has working for them to represent their company is important. This guy did not care about his customer, he only cared about his sales for the month and his wallet.
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Reason of review:
Louis sold a car we had a deposit on.
Anonymous
map-marker Skokie, Illinois

Napleton Chrysler - Car Purchase Review from Skokie, Illinois

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Dont waist your time.. Not sure why my reviews have been deleted but I bought a car there in November and I regret ever buying a car from there... My terrible experience happened when I went to service my car.... I needed them to reset my oil change sign and take a nail out of the right rear tire..oh and for a wash. Lol after an hr I walked out to a scratch on the right rear side. Oh and they never bothered to take the nail that was in my tire out... All they did was put air in my tire... Had to pay 15 bucks the next day on Clark street for the nail to be taken out and tire patched... Trust me they no nothing about customer service/customer satisfaction.. Was looking forward to trading my car in with them after a year but trust when I say I will never step foot in this delearship... Ever!!!
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Reason of review:
Poor customer service
Juleah Wkl
map-marker Chicago, Illinois

Bait and switch is alive and well at Napleton's Northwestern Chrysler Jeep Dodge

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I went online to TrueCar.com and got a quote for $16,105 for a 2015 Jeep Patriot w/ A/C and automatic. Unfortunately TrueCar.com does not include a VIN # or stock #. So I called Napleton Northwestern and got the VIN and Stock # J15447 for the Patriot that was quoted on TrueCar. I had them verify THREE times that the VIN/Stock # was being sold for $16,105. The sales person even spoke with the Manager (Edgar) and confirmed that YES...i would be able to purchase the vehicle for $16,105. I got there and they had me do a test drive in a 2014 Patriot (they said my car was out for a drive already). When we returned, the Patriot (Stock # J15447) was ready and we did another test drive. We got back in the office and I was ready to purchase at that point. The sales rep went to the manager (Edgar) and came back and told me that they couldn't sell it to me at that price, I would have to pay more. I told them that I had gotten THREE confirmations (2 over the phone and 1 at the dealership when I walked in) and I expected them to honor that price. Edgar the manager refused to budge even though the everyone was in agreement that I was quoted $16,105 for the Patriot (stock # J15447). I like to think that people are usually honest and this was a mistake but having experienced the old "bait and switch" at dealers before, I asked that they reimburse me for my time and gas to come there...$20. I thought that was fair. The manager (Edgar) refused and I asked to speak with the GM (Rob Crane) and they refused to get him. I called and left a message for Rob to call me back and unfortunately he has not returned my call. For those considering purchases from these guys, I would recommend that you get it in writing first before you waste your time with them.
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Pros:
  • Ziltch
Cons:
  • Lied to me outright
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Hamp Kku
map-marker New York, New York

Potentially fatal fault with 2nd hand vehicle under warranty

Updated by user Jul 07, 2013

Into July now. My car was sent to a different dealership by the 3rd party dealer we originally purchased it from and they said they could fix the problem and it was no big deal.

We got it back 2 days later and were told that the problem should be fixed. We then drove to Georgia. Guess what? The problem occurred twice whilst we were away - thankfully during the day!

As for Chrysler. I sent a registered letter to the CEO and twice whilst we were on vacation a representative from his office attempted to contact me. We didn't have very good cell reception, so upon getting back I tried to contact them but I think they are out of the office for 4th July weekend.

I'm going to try tomorrow and we'll see what they have to say. Not surprisingly I want the car sold and I won't be purchasing another Chrysler/Dodge/Jeep as I can't bear to deal with them should something go wrong!

Original review Jun 05, 2013
My 2012 Dodge Durango has an extremely random electrical fault which causes the dashboard to fail; loss of gas gauge, speedometer, a/c, radio, SatNav and headlights. This is the 3rd time is has happened and each time there is no record of the fault on the vehicle's computer and the service center cannot replicate it. We have photographic and video proof of the fault and the vehicle is under warranty. We purchased it 2nd hand from a 3rd party dealer. The last time it occurred we had to have the vehicle towed as there were no headlights and it was night time. Once the fault occurred whilst I was driving, twice it has occurred on start up of the vehicle. Our main concern is that the fault could occur whilst driving at night, causing the headlights to go out and causing an accident. We have three children. The Dodge dealership has had my vehicle since Thursday 23rd May. When I took it to them I told them I would NOT put my family in the car again as it is unsafe. The majority of the time they have had it, it has sat on the forecourt with nothing being done to it. I contacted Customer Services and firstly was allocated a Care Manager who actually was away until the 28th May, by which point my case had been "escalated to executive level". From Friday 24th May to Monday 3rd June I attempted to contact them in order to find out what was happening with my vehicle, each time I was logged into the computer, but no one ever called me back. I was given a rental car the day I dropped my car off and this was initially for 24 hours, but I tried to call the executive people urgently as I cannot be without a vehicle, my children have to get to school and I have to work! I waited for them to get back to me, no one did, so we kept the rental. Finally, yesterday (June 4th) Brian Hessler from the Dodge dealership contacted me and we had a lengthy conversation re my vehicle. Whilst he assured me all was being done to locate the problem (it is not), he informed me that I had to return the rental because "they could no longer continue to cover the cost". During a second conversation I asked if I could have a breakdown of all parts/processes carried out on my vehicle and also a guarantee that this issue would not happen again. He said that could not happen. I asked him whether he had children, he said we are not talking about my children, I said "No, we are talking about mine and me putting them in a vehicle that could potentially kill them". He told me he didn't like my tone and that he would no longer deal with me or my car. We managed to sort this out, but today we returned the rental car, as instructed and whilst trying to verify who was paying for the rental (Dodge are) I had a conversation with him wherein he stated I had "taken advantage" of the situation by keeping the car and that the rental was being paid for "out of the goodness of his heart". My husband emailed him because I am extremely stressed and upset about this situation and he explained that from hereon all contact should be in writing and that the way we have been treated is terrible, he also explained that the way Mr Hessler spoke to me was unacceptable. Mr Hessler phoned my husband and after a heated conversation has basically washed his hands of us. We have a vehicle that is under warranty, has a potentially lethal fault and we are not being given decent treatment or service. I also want to add that not one of the so called executive team got in touch with me. I got fed up and called the dealership, spoke to a manager who put me in touch with Mr Hessler who whilst trying to helpo has done nothing but make me cry and quite frankly be obnoxious. Is it too much to ask to want a safe vehicle for your family? Lastly, the issue has yet to be resolved, Mr Hessler apparently wants nothing more to do with it and they still have our vehicle.
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Loss:
$27000
Anonymous
map-marker Orlando, Florida

Refuse to honor my warranty for my transmissoin due to a technicality.

My vehicle is registered to Lillie M. Ford & Harold E. Ford,jr., VIN#1D8HB48D75F618529, 2005 Dodge Durango with a life time warranty on the Engine & Transmission. The service Manager at Napleton Dodge in Kissimmee, Fla., Marty took it upon himself to VOID my warranty because he couldn't find any records in his computer reflecting I brought it in for servicing. I produced records indicating the vehicle was serviced at the required time for service. When I spoke to a representative for the warranty company, he stated my warranty was not VOIDED but Marty stated it was because HE didn't find nothing in HIS computer records. The warranty company is willing to look over my service records in an attempt to repair the vehicle & honor the warranty but Marty wants to be TECHNICAL saying we didn't call to get PERMISSION to have the vehicle sreviced. There are at least five (5) members in my immediate famliy who drive's 2005 thru 2011 Chrylser or Dodge vehicles & do not understand why Marty is being so TECHNICAL about a phone call rather than except the service records I provided and repair the truck. This incident of refusing to repair my vehicle is making them THINK of going to another Manufacture when time come to purchase a vehicle. So far we've been very HAPPY with the performance of YOUR product. Mr. Marty out RIGHT denied my warranty without getting permission from the warranty company who requested COPIES of my service RECORDS for consideration for REPAIRS. When I first spoke to Marty about the repairs to the vehicle he was very arrogant telling me he couldn't find any PAPER work in my file indicating I had the coverage but when I produced my contract he continued in an arrogant manner being TECHNICAL about me not make a phone for approval and this has PISSED me off and I'm asking for YOUR assistance in getting my TRANSMISSION repaired. I've had that vehicle serviced when reqired,oil changed at Firestone with records to prove it, air filter & spark plugs replaced, tires rotated, etc. Respectfully Submitted, Lillie M. Ford & Harold E. Ford, Jr.
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3 comments
Guest

WTF bees yous sayings? No hablo ebonics.

Guest

Iwould like your honest opinion.

Guest

I would like your honest opinion about this matter.

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rvrandy b
map-marker Orlando, Florida

Manager and owner rip customers off and talk to them like they ae ***

heres a video I secretly took of my boss at work. He's on steroids. call this roid rage for sure youtube.com/watch?v=QgiAs4ITeW4 after this abuse I parted company. They will not give customers a price only a monthly payment. So they can take as much your money as possible, They work their sales people 80 hrs week and dont give them overtime pay. They constantly skeem on ways to get over on the customers. They get mad if you come in late to buy a car. Trygoing in there on a Sunday at 6;30. You will be able to here the manager cuss you from in kis office. thats what got him upset in the video, Oh yeah when i left they didnt pay me
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Loss:
$750
gagoman
map-marker Chicago, Illinois

Charge for parts not needed.

Napleton Dodge on Western Ave. Chicago is the worst place to buy or service your car. Consumer beware of the service department. I took my car in for a noise back in January 2008 and the noise cost me $1,400 a few months later I had to take it in for the same noise and this time it cost $2072 the warranty paid $1400 of the total. I felt that I paid for parts that I didn't need the first time and an extra $730 the second time. The reason that I say to beware don,t go there is because I found out after the facts from one of there employees that they were installing and charging for parts that they didn't need. I would never go back to an American dealer ship. next year when I trade my magnum in I'm going to buy a car not made in America I don't trust American cars anymore or there dealer service departments they are like sharks just waiting to stick it to you. There service and sales people are uneducated they are not people friendly they are only money friend because what they see in the customer are dollars signs. Beware, beware, beware.
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Loss:
$2
1 comment
Guest

rochester hills chrysler jeep in rochester hills michigan is doing almost the same thing. the difference is they are not doing safety recalls on customers vehicles.

they charge out the parts don't do the repair and then charge chrysler for the repairs. i found out about it told them to stop it or i would report them 3 days later i was fired. the same thing is still going on.

they also sell other repairs that are not needed and the work is never done. they cheat on warranty, insurance, and customer pay repairs.

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