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Napleton's Autopark of Urbana

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Reviews Napleton's Autopark of Urbana

Napleton's Autopark of Urbana Reviews (11)

Response from Napleton's Auto Park of Urbana:Steve Palmer's explanation of the $1,was in response to a question regarding the dollar amount of the premium on the extended service contract He was not asked about the full product bundle Ms [redacted] was purchasing All costs of additional products purchased with our business managers are fully disclosed on the buyers order as well as the vehicle contract which was presented to the customers and signed by Ms [redacted] on July 25th.Ms***'s written request to cancel products was on August 24th It is dealership practice that we disperse cancellation checks twice each month due to the volume of business conducted September 5th was the next date we conducted our cancellation process after we received the written request The email chain between Ms [redacted] and [redacted] , finance director is included below As soon as [redacted] received Ms***'s request he forwarded the email to [redacted] who is in charge of cancellations On the next cancellation issuance day [redacted] made a check payable to [redacted] for the sum of $3,A copy of the check is attachedIn regard to [redacted] being frustrated when the customers came to the dealership, he explains that the frustration was due to them arriving on a Saturday when our business office is closed and he was frustrated that he was unable to help them immediately He was not at all frustrated with the customers, he was hoping to be able to put the issue to rest for them that day There was no intent to delay the cancellation process, we were adhering to dealership policy We are actively working towards a solution that will allow us to disperse cancellation checks more regularly at the dealership

I am rejecting this response because: Dear Revdex.com Complaint Office, I am emailing in regards to my existing case #I apologize in advance for the tardiness of my response but due to the holidays and dealing with strep I’ve been unable to get back with you all with my follow up to Napleton’s responseGiven their response to the complaint I’m convinced that they either don’t understand the problem or don’t see that they are at fault so I would like to explain again the issue at handI took my vehicle to a certified Toyota dealership as they are the ones better equipped to handle issues regarding Toyota vehicles such as mineUpon doing so I was assured that the problem I took my car to them for was fixed as it was unable to start prior to thatI went home that following weekend as I had a seminar to attend at Northwestern and on my way home to Chicago my car that I just paid thousands to get repaired did the same exact thing that it was doing when I first took it to them to be fixedUnable to get back to Champaign and have them look at it I was forced to take it to a dealership near my home and give out another almost $to have them repair a problem I just paid forI was in contact with both dealerships at the time and Napleton’s informed me to bring it back to them and it would be of no charge but the issue with that was there was no way I could drive it two hours back in the condition it was inThe second dealership did a thorough inspection and discovered the true culprit that Napleton’s missed and had deemed them to be negligent as if they further inspected the vehicle they would have found the issue that was only around $rather than the $they charged meIt was also discovered that the repair I had done initially wasn’t necessary as there was nothing wrong with the computer just the wiring that they would have seen if they bothered to be thoroughThis is honestly frustrating and as a University of Illinois student I feel as if I’ve been taken advantage of at the highest level and my safety was compromised due to Napleton’s blatant neglectIf they didn’t know what they were doing I should have been informed this and no work should have been done on my car because now I’m out $2,and no one is taking responsibility for why I’ve had to have two different repairs to fix the same problem that should have been fixed the first timeIf this is at all confusing, please let me know I can better explain over the phone if at all possibleI hope to hear from you soon and if you have any questions please don’t hesitate to email me at [redacted] Sincerely, Sharell Hicks

Our service manager has spoken with the customer prior to receiving this complaintAlthough she feels we should have caught this here, we have told her it is two separate issuesHowever, in the spirit of customer goodwill, we had offered to pay the difference of what she paid in the Chicago area
versus what the repair would have cost at our location in UrbanaThe customer never sent any invoicesThis offer is still available should the customer wish to redeemThe service manager Josh would be her contact.::

We have issued check#*** to Kia Motors Finance in the amount of $649.75. We are sending it overnight. Please express our apologies for not handling this sooner. If you need anything just let me know

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

I am rejecting this response because:
Let's break this down:*** *** told us several times that the vehicle only had a three year warrantyI even brought up that were told it was years and pointed it out on the vehicle brochure but he insisted it didn't cover bumper to bumperHe was asked several times about the contents of the package and said he was throwing in other options for free yet charged us anywayHe's supposedly the subject matter expert on these services, so we had no reason to doubt himThis has already been detailed in the initial complaintWe were back at the dealership on July 27th to cancel the productsRandy Sledge went through the contract with us and reaffirmed that we did not need the extended warranty because the vehicle had a five year warranty alreadyHe completed paperwork to cancel the options we did not wantOnce again, this was clearly detailed in the initial complaintIn regards to *** ***, we came in on a Monday, not a SaturdayHe assured us a check had already been cut and sent inHe said he would send us a copy of the check the next dayHowever, he called two days later, asking which services she wished to cancel, clearly indicating no check had been cut and the request had not been filedThis is after he ignore two separate emails pleading for answersThat's why we came into the dealership.Your response does nothing to address any of the issues brought up in the original complaintIt was merely a deflection of the accusationsWe will be in next week to cancel the service plan for the vehicleI don't care if we have to drive an hour each way for service; we will not be taking our vehicle to Napleton ever again if this is how they justify maltreatment of their customersI really thought the days of the shady car salesman were goneThis is not how you run a business

Response from Napleton's Auto Park of Urbana:Steve Palmer's explanation of the $1,was in response to a question regarding the dollar amount of the premium on the extended service contract. He was not asked about the full product bundle Ms*** was purchasing. All costs of
additional products purchased with our business managers are fully disclosed on the buyers order as well as the vehicle contract which was presented to the customers and signed by Ms*** on July 25th.Ms***'s written request to cancel products was on August 24th. It is dealership practice that we disperse cancellation checks twice each month due to the volume of business conducted. September 5th was the next date we conducted our cancellation process after we received the written request. The email chain between Ms*** and *** ***, finance director is included below. As soon as *** received Ms***'s request he forwarded the email to *** *** who is in charge of cancellations. On the next cancellation issuance day *** *** made a check payable to *** *** *** for the sum of $3,A copy of the check is attached. In regard to *** *** being frustrated when the customers came to the dealership, he explains that the frustration was due to them arriving on a Saturday when our business office is closed and he was frustrated that he was unable to help them immediately. He was not at all frustrated with the customers, he was hoping to be able to put the issue to rest for them that day. There was no intent to delay the cancellation process, we were adhering to dealership policy. We are actively working towards a solution that will allow us to disperse cancellation checks more regularly at the dealership

I am rejecting this response because:
this information is incorrect and not true they never told me they would leave the key under the mat and they still had my key in their possession a month later because they had misplaced it and they called me when they found the key and I picked it up along with the paperwork at the welcome centerThey misdiagnosed my vehicle and they are not willing to admit they were wrong and they didn't try to fix my vehicle correctly thinking I didn't have the funds to pay for itI didn't need a new engine so what do you all have to say to the lie that I was told

I am rejecting this response because:
Dear Revdex.com Complaint Office, I am emailing in regards to my existing case #I apologize in advance for the tardiness of my response but due to the holidays and dealing with strep I’ve been unable to get back with you all with my follow up to Napleton’s responseGiven their response to the complaint I’m convinced that they either don’t understand the problem or don’t see that they are at fault so I would like to explain again the issue at handI took my vehicle to a certified Toyota dealership as they are the ones better equipped to handle issues regarding Toyota vehicles such as mineUpon doing so I was assured that the problem I took my car to them for was fixed as it was unable to start prior to thatI went home that following weekend as I had a seminar to attend at Northwestern and on my way home to Chicago my car that I just paid thousands to get repaired did the same exact thing that it was doing when I first took it to them to be fixedUnable to get back to Champaign and have them look at it I was forced to take it to a dealership near my home and give out another almost $to have them repair a problem I just paid forI was in contact with both dealerships at the time and Napleton’s informed me to bring it back to them and it would be of no charge but the issue with that was there was no way I could drive it two hours back in the condition it was inThe second dealership did a thorough inspection and discovered the true culprit that Napleton’s missed and had deemed them to be negligent as if they further inspected the vehicle they would have found the issue that was only around $rather than the $they charged meIt was also discovered that the repair I had done initially wasn’t necessary as there was nothing wrong with the computer just the wiring that they would have seen if they bothered to be thoroughThis is honestly frustrating and as a University of Illinois student I feel as if I’ve been taken advantage of at the highest level and my safety was compromised due to Napleton’s blatant neglectIf they didn’t know what they were doing I should have been informed this and no work should have been done on my car because now I’m out $2,and no one is taking responsibility for why I’ve had to have two different repairs to fix the same problem that should have been fixed the first timeIf this is at all confusing, please let me know I can better explain over the phone if at all possibleI hope to hear from you soon and if you have any questions please don’t hesitate to email me at ***
Sincerely, Sharell Hicks

Napleton's preformed all work that was approved by the insurance company. We also made a phone call on the customer's behalf to the insurance Company regarding a mechanical defect internally with the oil pump - the insurance company refuses to pay for that repair. Per customer's
request - she needed to pick up car after hours - was told we would leave car unlocked with key under driver's seat. She agreed. We feel there is nothing more we can do to satisfy this customer. We are not aware of any unprofessionalism on our part

Initial Business Response /* (1000, 6, 2015/04/28) */
We have been unable to duplicate the noise that the customer describes and therefore do not know exactly what part would need to be orderedWe do have a part here that may or may not fix the noiseWe do not want to install a part in the
vehicle without duplication of the noise and an exact understanding of where it is coming fromWe have offered that the customer return with the vehicle and meet with the service manager so the noise can be duplicated, the customer has not done soThe customer was supposed to send an email with a video of the noise being duplicated so that he would not have to be inconvenienced and bring the car back hereWe have not received that videoAt this point in time we would need that to occur before complying to the customer's request to send a part to another dealership
Initial Consumer Rebuttal /* (3000, 8, 2015/04/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I duplicated the noise to service writer at 10,mile appointmentUpon calling back the day after "repair" and stating the noise was back, I was directed to a customer service rep who told me the work was complete and that there was nothing they could do
Attempt to email video failed delivery on several attemptsAs you can see in the video, its not exactly "difficult" to replicate the issue
Link to video:
***
It's too bad your dealership is incompetent when it comes to customer serviceI thought I found a good one for a short timeThere's no reason for any of thisI have a legit problem and I understand that things aren't always fixed the first time, but I didn't expect to get excuse after excuse after one repair attempt
You guys create an absolutely fantastic image of yourselves (note sarcasm) when you project your lack of confidence in your service writer's ability to properly diagnose a repairWhat was the purpose of ordering the seat bottom after the 10,mile service appointment to let that part sit in the parts department and collect dust for 10k+ miles, all while a potential long-term customer has expressed dis-satisfaction for the level of service and the lack of attention to the matter and disgust for lack of repair effortsYou guys didn't even look at the seat at the 10k serviceI had to make the service writer come outside after the appointment to note the issue, despite noting the issue in online scheduling comments, as well as notifying the service writer upon arrival
I'm not taking time out of my day to drive an hour to have some clown look at it and tell me nothing is wrong againWith the lost income of two days I've taken off of work already, I could have just replaced the seat out of my own pocketInstead, you guys want to play games to save yourselves $Not gonna happenI'll take my business to a competent VW dealer

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