Napleton's Autowerks of Indiana
reviews and complaints

On or about 9/6, I was told by the Service Repair Rep that my warranty (that the dealership sold me) was expired and was charged $2000 for work that should've been covered by warranty. I contacted the warranty company and they confirmed that the parts and labor were all included in my platinum coverage. Napleton Auto knowingly charged me and gave false information to get money from me. Lastly, I have emails explaining my check engine light issue that I complained about for 2 years couldn't be fixed without removing the engine. This was also a lie because another *** dealer fixed the O-2 sensor without removing the engine. Napleton Auto also cracked my windshield while it was in their lot for over 6 months due to a part being on backorder. When I noticed the next day after picking up my vehicle, they blamed me and tried to charge me $2000 for the repair. The location was being remodeled, their sales were down so I guess they were using these tactics to make up for the loss of money. I want to sue, but I signed an arbitration agreement on 7/19. I want the cost of the windshield, the O/2 sensor repair they never did on previous attempts, and the repair from 9-2019. These repairs add up to $4600. I think this is fair considering the stress, inconvenience, repeated trips to and from the dealership, loss of use of my vehicle, and their dishonest business practices.

In 2016, I bought a 2016 NIssan Murano from Napleton NIssan. At that time, I also purchased GAP insurance and two other extra products. On July 23, I traded in the Murano for a 2020 Maxima. I contacted Napleton Nissan on August 10, and spoke with a *** to inform him about the trade-in and the new purchase. He advised me to bring the Odometer Disclosure statement and the old contracts to cancel the warranties. On August 13, I went to Napleton Nissan and spoke with ***. He was quite rude and questioned why I didn't keep the warranties. I provided copies of all the necessary documents to the person at the front desk, who assured me that it was all I needed to do. They mentioned that it would take around 4 weeks to cancel the warranties and that the dealer would refund the funds.

On September 9, I contacted Napleton Nissan again and spoke with a *** to check the status of the warranty cancellations. *** promised to track down my paperwork but never got back to me. On September 11, I called Napleton Nissan, but *** was not working that day. I called again on September 14, and spoke with a ***. He said he would have *** call me back, but I never received a call from ***. On September 21, I contacted all three warranty companies to inquire about the cancellation paperwork submitted by the dealer. All three companies informed me that the policies were still active.

Frustrated, I reached out to Nissan Consumer Affairs and spoke with a Tranisha, who contacted the dealer on my behalf. Eventually, I received a call back from ***. He informed me that he had submitted all the necessary paperwork, but it would take 4-6 weeks for the cancellations to be processed. He apologized for not handling the situation better and asked me to submit the documents via email. As compensation for the inconvenience, he offered me free oil changes for a year.

On November 9, I contacted *** again to inquire about my refund. I had been informed that one of the warranties had been canceled, and the dealer had received approval for the refund. *** confirmed that the funds were available and asked me to sign a statement and send it back to him. He assured me that the refund would be issued within a couple of days. However, on November 19, I spoke with a ***, who informed me that *** was absent due to illness. I explained my concerns, but neither *** nor *** got back to me.

In November, I visited the dealer in person to find out the status of my refund. Both *** and *** tried to ignore me. *** suggested I look around the showroom and notice the lack of cars because they had been selling them. I told *** that I didn't care about that; I just wanted to know the status of my refund. Due to my perceived attitude, *** expressed his indifference towards my refund and any contacts I made. Eventually, *** emerged from his office and invited me to sit down. He provided various excuses for the delay in my refund and his failure to return my calls. He blamed the delay on a lady named ***, who was on vacation until November 30. As of today, I have not heard anything back from ***.

On December 1, I contacted the dealer again and spoke with ***. She apologized for ***'s misinformation and clarified that she is not the person responsible for issuing my refund check. In my opinion, Napleton Nissan should not be allowed to conduct business as they are not trustworthy in their sales practices. I would like to know what actions can be taken against the dealer because canceling warranties should not take over four months.

On Tuesday, August 11, I bought a 2010 Nissan Versa hatchback from Napleton Autowerks in Schererville, Indiana for $4,700. Before the test drive, I noticed some wires hanging from the hatchback's door handle area. They said the wires were rigged to open the hatchback and that they had ordered a replacement handle. They assured me it would be fixed when the part arrived. The hatchback did open, so I agreed to buy the car as-is with the promise of the handle repair. While signing the paperwork, they gave me a work order stating they owed me a repair and replacement for the rear hatch handle. They also verbally assured me of the repair. I drove the car home that night. The next day, I got a message saying the handle had arrived. I couldn't bring the car back until the afternoon of Monday, August 17. I left it at the dealership and went home. I had an appointment in Chicago on Wednesday, August 19, and since they said the repair would only take a few hours, I expected the car to be ready by Tuesday at the latest. Later that day, they called and said they had overlooked an electrical issue that prevented the handle from working as expected. They said it would cost me $1,350 for the additional part and labor, and the car might be ready on Wednesday. I was upset because they had assured me the handle would be repaired, not just replaced. I said I shouldn't have to pay for a repair they missed during their initial inspection. I planned to pick up the car for my appointment and return it later in the week. They tried to transfer me to the sales department to resolve the dispute, but I got disconnected after waiting on hold for over ten minutes. About an hour later, I left a message for the general manager, who was supposed to call me back within the hour or the next morning. When I didn't hear from them the next morning, I called again and spoke to the general manager. He firmly said they wouldn't complete the repair because of the cost. I told him I wouldn't have bought the car if I knew the hatchback wouldn't work, but he kept saying they wouldn't spend that much money on the car for the price I paid. I said it was their responsibility to repair, not just replace, the handle, but he told me to "be quiet and listen." An hour after he hung up, someone from the service department called to say they wouldn't repair the car. I asked if the handle on the door worked, and they said it opened from the inside but not from the outside without the electrical part. I asked if they considered a handle that only opened one way to be fully repaired, and they said no. However, they repeated that they wouldn't repair the car but assured me the hatchback would open from the inside. I picked up the car and brought it home. I found that the hatchback didn't open from the inside either. I reached out to the general manager again by email on the 19th and by phone on the 20th. They didn't respond to my email, and the phone call didn't lead to a resolution. I also contacted the Napleton Auto Group through their corporate website on the 24th but received only an automated reply. I emailed the director of online sales on the 28th, but they didn't reply either. Now, I have a car that I'm otherwise happy with, but I wouldn't have bought it without a working hatchback. I feel like I'm being punished because the dealership didn't properly inspect the car before selling it. The general manager told me he had experienced broken promises from dealerships and had just "dealt with it." I explained that I didn't share his sad definition of a promise, and despite his bad experiences, I wouldn't easily accept his act of bad faith. He said he wouldn't have sold the car for that price if he knew the necessary work, but I told him it wasn't my responsibility to price the car, and I wouldn't have bought it at that price if I knew the additional repair cost wouldn't be covered. I want the dealership to repair the car at no cost to me because I believe our purchase agreement was made in bad faith.