Napoli Motors Inc

Review: I took my 2005 Nissan Altima in for service on 2/27/13 because the Check Engine light was on. That turned out to be a faulty rear oxygen sensor which they fixed but in the process somehow created a new problem that did not exist prior to it going in for service. I now have a faulty instrument panel that goes crazy whenever the turn signal is used. I called the following day and told them about the issue and was told to bring it in again, which I did the same day. After evaluating my car, the service manager told me they verified the problem and it was an internal failure of the instrument panel and it had nothing to do with what they fixed the day before. It was purely a coincidence that it popped up right after it was in their shop. He told me it was a $900 job to fix and that he would "work with me" and do it for $500. That was not acceptable to me. I told him they need to fix the problem at no charge because this was not an issue before it went in, and now it is so something happened while it was there. He refused to do that so I left without fixing it.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want them to fix my car at no charge. When your car goes in for service to fix whatever issue you may be having, it should not come out of the garage with a new problem that didn't exist before. While the car is in the shop, the service station is liable for whatever may happen to the car.

Business

Response:

Business Response /* (1000, 5, 2013/04/06) */

In regards to the customers concerns with the faulty instrument cluster, on 1/30/13 the customer did visit the [redacted] dealership with a service engine soon light that ended up having a Bank #1 sensor #1 02 sensor replaced that was covered under his warranty. Also on 2/27/13 the customer returned with a service engine soon light on again for a Bank #1 sensor #2 02 sensor fail that was again covered under his CNA warranty. Repairs were performed on both visits with successful results. The following day the customer returned stating that the intrument cluster would go through different views when using the turn signals, at that time [redacted] agreed to check the car at no charge to see if there was any relation to the previous repairs preformed. After a thorough diagnoses and complete check of the car it was verified the failer of instruments cluster with absolutely no relation to the replacement of both Bank#1 02sensores. Customer at that time on2/28/13 was advised of all additional repairs needed and declined further repairs at this time. CNA National warranty was contacted and efforts were made to have CNA assist with the instrument cluster replacement and assistance was declined at this time by CNA. Customer was advised and the customer was offered a considerable discount of the replacement needed for the cluster and once again declined repairs unless it was free of charge.

Consumer Response /* (3000, 7, 2013/04/09) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

The person responding to the complaint is missing the point entirely. It doesn't matter whether or not they feel their repairs caused this instrument cluster issue I now have. The fact that it was never a problem BEFORE it went in for service on 2/27/13 and it suddenly appeared right AFTER I got it back from them to me is no coincidence. Something they did caused this and they need to be held accountable for it. The considerable discount that was offered would still end up costing me $500 to fix it which is not reasonable by any means and is unacceptable.

Business Response /* (4000, 9, 2013/04/11) */

In conclusion the instrument cluster is on its own circut tied into the BCM and IPDM and harness. The repairs performed repalcement of both 02 sensors are on a completley separte engine control management circuit which has no relation at all to any body control functions of the vehicle. The 02 sensors monitor the catilist performance and regulate fuel trim. If they are to fail the ECM circuit picks up that failer & stores a fault code. There is no possible way replacement of 02 sensors would cause any type of failer to any componet on a BCM circuit. The two circuits are seperate. The instrument cluster failer could have been due to a pre existing issue not mentioned on previous visits. The [redacted] Auto Group has been more then fair and resonable with assistance and efforts made to help Mr. [redacted] resolve this issue and at this time holds no responsibility for any additional none related repairs needed. Customer advised

Consumer Response /* (4200, 11, 2013/04/15) */

(The consumer indicated he/she DID NOT accept the response from the business.)

Once again this guy is failing to see the point. If this were a preexisting condition, don't you think you would have found the problem while diagnosing the check engine light issue that was addressed the previous two times it was in for service? What you're saying is I didn't report the issue on purpose so I could "set you up" to try and get it fixed for free? Give me a break. Any honest and reputable repair center would stand behind its work and take care of its customers at all costs. Whatever happened to "Customer is always right?" Apparently this principle doesn't hold true there. What a bunch of crooks. That is just terrible customer service. Anything is possible when you're dealing with electronics my friend. I know since I work with and repair electronics for a living. Sometimes there is no rhyme or reason to the way things happen. You just deal with it and fix it. Whether you think its logical or not. You could rehash your explanation a million ways to Sunday and its not gonna change my point. Once again $500 for the repair is not fair and reasonable and is not gonna be a resolution to this case.

Review: repair of radiator hoses led to leak causing overheating and coolant leaking into engine requiring engine replacement

bought a used car from [redacted]

they covered a multitude of repairs for first 2 months

they made many radiator hose repairs

one of their repairs failed, causing slow radiator fluid leak - complete loss of fluid

overheated engine caused head gasket failure and leak of radiator fluid into engine parts and bearings

a new engine is required

the warranty they sold does not include failure due to overheating

Desired Settlement: replace the engine due to failure of their workmanship on the radiator hoses

Business

Response:

Business Response /* (1000, 5, 2013/04/02) */

As for Mr [redacted] car

1)engine does not have damage.

2)radiator hose cracked do to pressure built up from head gasket leaking. out of power train warranty which is 7 years or 100,000 miles.

3)we called extended warranty was not covered.

4)provided custormer with rental cat at no charge and did the repair with a 10% discount.

Review: I had called Napoli Nissan a month ago because I wanted to take effect of my extended warranty on my vehicle and I was told they were going to send the information that I need to get notarized with the correct mileage on the vehicle I called about this matter a month ago I was told they send the letter I kept calling back after two weeks of me receiving the letter but never received it called back again for the second time I was told they was going to send it again never received it and I called two weeks later and never receive the 3rd letter they sent I'm really upset because they not taking matter in the issue of me cancelling my warranty on my car and they making time because they know they wont get paid for it and my next step is contacting a lawyer and believe me I would because if I want the warranty to be cancelled they have to cancel it and not make time. I want this issue to get resolved I'm not at all satisfy with the service at Napoli Nissan.Desired Settlement: I want my warrant to get cancel right away I don't want the warranty at all so I would like for it to be out of my contract and cancelled.

Business

Response:

all set

Review: On February 23, 2015, I came into Napoli Nissan hoping to finalize a car deal for a 2009 [redacted]. After talks with one of the financing managers, the deal fell through and instead I was being offered another car deal for a [redacted]. I had no familiarity with the car nor was I offered a test drive. I was only introduced to it and got a visual inspection of it. Then immediately, I was brought into the office to attempt to sign contract. I was a bit hesistant at first because I wanted to take a day or 2 to think things through and do some researching on this new car being shown to me, but kept feeling pressured by the manager to get the deal done. After some walks, phone calls and taking a second to compose myself, I ended up meeting with the manager to finalize the deal despite not being offered a test drive. I was told after I signed the contract that the car will need to stay overnight at the shop to be prepared. A week later, the car is still being fixed on and I still don't have the car to my possession to this day. At this moment, I'm very disappointed and starting to become very suspicious. Why was a contract being given to me to sign if the car wasn't ready to be driven? I assume that is illegal and I should be given a full refund of my money back as I do have other priorities to tend to as well as other options for seeking a new car.Desired Settlement: If I don't have my car fixed at 100% and delivered to my possession by Friday March 6, 2015, I would like to request a full refund of my money and my new car's contract voided immediately.

Business

Response:

We sent the car to [redacted] to diagnose the problem, they said to replace the hydraulic pump for the convertible top. The part was ordered and should arrive March 5th at the dealership.

Consumer

Response:

Review: [redacted]I am rejecting this response because: I feel that the car should have already been 100% ready for me to drive off the lot on the day that I signed the contract. The finance manager, who I feel is held fully responsible, should have either offered me a test drive OR inform me and/or his sales associate [redacted] that there was a problem with the car BEFORE I signed the contract. I have other priorities to deal with in my personal life and I do not appreciate this delay. On top of that, I had to put more expenses into my old vehicle in the past few days when I could have been putting that money into my new car. This coming Monday (03/09/15) will have made it 2 weeks since I signed the contract and yet to have my car in my possession. I would like to be compensated in some capacity for this delay or I demand to have my refund given to me AND my contract voided immediately. If neither one can be given or if nothing can be negotiated, then I will take the necessary legal actions against the company.Sincerely,[redacted]

Business

Response:

As for the top, on our inspection of the car the top was in working condition. unfortunately thing do break. The parts are installed in the car and we sent it to ** to program the top. Car should be ready by tomorrow, 3/10/2015 we do apologize for the delay the parts had to be ordered.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Review: The unprofessionalism and lack of communication when I brought my car in to get the transmission replaced which is under warranty. I was told I didn't need my transmission replaced, but I had too much transmission fluid. My car was not changing gears and would go past 2 RKM and 20 km/hr. I paid $116.93 to have my transmission fluid flushed. I took my car back because it was doing the same thing, then I was told it was 1 of my ABS Sensors, so I paid $854.71 for that to be replaced. I brought my car to them with almost a 1/2 tank of gas but they gave it back to me on empty with the fuel light on. I attempted to drive the car home with my daughter and now my car wouldn't shift gears at all. I went on the highway and the RKM went straight to 5 as the car sounded like an airplane about to take off. When I went to break, the car pulled to the right and shook. So, I brought my car back to Nissan Napoli of Milford, CT and asked too speak to the mechanic. [redacted], the mechanic, assured me that it was test driven and I need brakes. I told him to drive my car because this was not how my car drives. He came back and did not talk to me but had the service receptionist, [redacted], talk to me and explain that it was test driven on the road not the highway and there machine was down so they couldn't check it after it was worked on. The mechanic put my daughter and I in an unsafe car without any concerns for our well being. [redacted] apologized and they gave me a loaner car, which I will not go into details, but the car had a cracked windshield with the gas tank almost on empty. She told me she will not call Saturday but will call Monday once the machine is working. I did not hear anything until my husband called on Tuesday. Now the diagnosis was I needed a new transmission. So at this time I don't know what I truly needed This was a very unprofessional experience, with a lack of effective communication and customer satisfaction.Desired Settlement: I so not understand why I was charged for a transmission flush that I did not need and why I paid for ABS sensor that appeared to be an issue, but it wasn't. When I 1st brought my car in, I said it was my transmission. They even told me that I was under warranty up to 120,000 miles. When I brought my car to them, I was at the high end of 79,000 miles. I got it back at a little over 80,000 miles.

Business

Response:

Customer info : T[redacted]

On May 6 2014 T[redacted] brought in her [redacted] for a complaint that the transmission gets stuck in second gear. We found that the transmission was over filled so we drain the fluid and installed the proper amount of fluid. Road tested and car was shifting fine. (cost was $116.93)

On May 9 2014 [redacted] brought her car back again because it would not shift out of second gear cause now was internal failure in transmission.

Napoli was following the proper steps, transmission being over filled would cause it not to shift correctly also after we road tested the car with the correct amount of fluid it was fine.as far as the abs sensor we saw that the right rear abs sensor was seized so we replace it and we were able to save the left rear sensor. Nissan covered the told cost of the transmission for [redacted], Napoli will reimbursed [redacted] the $116.93 for the draing and putting back the proper amount of fluid. Like I said Napoli was just following the proper steps.

Thank you

Napoli Nissan

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It truly saddens me that Nissan Napoli is not acknowledging their actions. Basically, they are saying to me that they followed the proper procedures by telling me nothing was wrong with my transmission, it had too much transmission fluid, it's my ABS sensor, and then I need a new transmission. Based on Nissan Napoli's letter, it was okay for them to put my daughter and I in an unsafe car and inconvenience me for almost 2 weeks. As I stated before, no one can reassure me that one thing caused another. My transmission is under warranty up to 120,000 miles. I initially brought my car to Nissan Napoli because my transmission needed to be fixed and/or replaced.

Sincerely,

T[redacted]

Business

Response:

Napoli did follow proper procedures. With a transmission being over filled like it was will cause it to not shift properly. Napoli is sending a check out for the transmission flush in the amount of $116.93 check [redacted]

Review: I was going to buy a car from Napoli! The ar I wanted to test drive was not starting so I had to drive another! I fell in love with that car and went in to make an ofer and start the paper work! After about 30 min when the papers were completed I was told to wait for a financial advisor! However, this is where it gets bad! I spent the next 3.5 hours waiting and when I would ask they would say I was next! Then they took my down payment an said that was fine to do before giving me what the interest rate would be! ! I couldnt understand why I kept waiting being everything was filled out by 430 and they took my deposit at 5! finally at 730 I sat down with the finance manager and shes said after about 30 min of talking o me about diferent rate but not my rate, that the banks were closed! They had me take the car home with dealer plates because they said it was fine because I was coming in the next day o finalize everything! Then the next day sent in I was asked to send in my paystub, so I did and I called to verify it was received according to [redacted]) it was and his exact words were Im sending to the bank now! I told him before I came in at I needed to now the interest rate so I knew what I would be looking at for payments, he said ok! well at 3:20 I heard from [redacted] who old me it was not readable and couldnt give me a rate and needed more information I couldnt understand how much more they needed! When I came in at 4 [redacted] and [redacted] were on a "delivery" and we talked to the general manager who tried to jack up the price we agreed to 14,222 and he wants 19,456! Then he tries to insult me with what can he do to keep the sale I said honor the price I was told and agreed to yesterday! He said he couldnt so I asked for my 5,000 deposit back!!!!!! After the HORRIBLE SERVICE and I mean HORRIBLE, I will NEVER shop at Napoli!!

Desired Settlement: DesiredSettlementID: Not applicable

For you to be aware of the horrible customer service and scam of NApoli Nissan that you have listed as an accredited business!!

Business

Response:

Business Response /* (1000, 5, 2013/06/20) */

Customer was approved through credit acceptance corp.Customer refused to finace through them. We offer the customer a cash price and they refused that to. Any question feel free to call me at XXX-XXX-XXXX

Consumer Response /* (3000, 7, 2013/06/21) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

This is not a true statement! We never refused the "CAC" in-fact we agreed to it thats why we even filled out the application for it!! They did offer a cash price HOWEVER, it went up $5,000.00 from the night before!! WE AGREED TO $14,222.00. The next day when we came in to FINALIZE the paper work they told us the price had gone up $5,000.00 and they could not "as a matter of principal" [redacted] the price THEY AGREED to the night before and it was their online price!! This is the synopisis of the second day because we arrived at 4pm and they had us spining in circles waiting they come in and talking to one person then waiting then talk to another person as they had done the night before for over 4 hours! after an hour and a half they had aus sit down with the manager and he said I dont want to loose this sale what do I have to do to keep it we said honor the AGREED price and he then said "as a matter of principl" he did not want to "loose money on the deal" instead he would of rather lost the whole deal! This place was a joke and I will NEVER RETURN!

DO NOT TAKE YOUR CAR HERE FOR SERVICE! I bought my 2009 [redacted] to Napoli about 3 years ago. One day while going into work my car started to over heat. I bought it to MY mechanic located in Stamford CT. After my mechanic looked at it he told me my car had been in an obvious accident in the past and the radiator and A/C compressor was completely shot and I was lucky my car wasn't a complete goner. My mechanic estimated the cost for repairs to be $1,200.00! I called Napoli and discussed my dilemma with them. They told me to bring my car up to Milford and they would fix it for me and keep the cost "way below" the estimate I had gotten and also look to see if there was any warranty still available on my car. I left work early to drive up to Milford in rush hour traffic on I-95, my husband also left work early to follow me just in case my car broke down. Thankfully I made it up there ok. After looking at my car the guys at Napoli confirmed the problems with my car and told me what the cost of the repairs would be. Well, Napoli DID NOT keep the cost "way below" my original estimate from my mechanic. In fact Napoli charged me only $1.54 less then what my mechanic in Stamford would have charged me (it was insulting to say the least.) Actually bringing my car up to Napoli cost me MORE money and more headaches because both me and my husband had to leave work early (losing hours), on top of the cost of gas to get up there and the traffic I had to sit in. I was disappointed with the service I was receiving and I called Napoli to speak with a manager to discuss my disappointment. The manager was unavailable so I left messages for the manager and I also wrote an e-mail detailing my experience with Napoli...I did not get a response or a call back. Talk about great customer service! To make matters MUCH worse, 2 days after getting my car back I was driving home from work on I-95 and my car completely stopped accelerating and would not go above 10mph. I was so upset! I called Napoli and told them what happened and they told me to bring my car back up to them. I live in Stamford and my car would not accelerate above 10mph, I do not know how they wanted me to drive my car back up there. After literally crying to the manager about my situation and explaining my disappointment with how everything was being handled he agreed to pay for a tow truck to get my car back up to Milford but he was sure to tell me how "expensive this would be for Napoli!" Once again, great customer service (insert sarcasm!) The 2nd repair Napoli did cost me over $600!!! Please keep in mind all of this happened 2 weeks before Christmas! The total cost of repairs for my car came to about $2k!!!! My car was purchased from Napoli 3 years ago and only has 52,000 miles on it (at the time of purchase I had 45,000 miles on it.) I barely drive my car except for back and forth to work. There is no reason why my car should have all these issues, unless it was in a previous accident that I was unaware of. Napoli swears they did a [redacted] report on my car and it came back with no previous accidents listed. That does not mean my car was never in a car accident, it simply means that IF it was in an accident no one reported it. Oh, it gets better people! About a week ago I was driving home from work and my check engine light came on and sputtering while my foot is on the brake. Needless to say I will NOT be taking my car back to Napoli (ever again!) I will be bringing it to my mechanic to check why the engine light just came on, I will also have my mechanic check all the work that Napoli has done on my car because to be 100% honest I do not trust this place at all! I will never buy a car from there again and I will never take a car there for service either. I have never experienced such horrible customer service in my life and I most certainly have never dealt with a more incompetent group of mechanics. Do yourself a favor and DO NOT go to Napoli for anything, they are not there to help their customers. Save yourself the headaches and money that Napoli WILL cause you!