Ed Napleton Acura

Customer Service Fernando Teran I had a very poor experience with Ed Napleton Acura- The car buying experience went somewhat smoothly but the real issues arose Fernando Teran I had a very poor experience with Ed Napleton Acura- The car buying experience went somewhat smoothly but the real issues arose after I had called in two businesses days later to cancel my extended warranty. After going in and meeting with Marius in finance he let me know he could cancel the warranty, and that the cost would be refunded in full to the loan holder, but my payment would stay the same. Essentially, I would need to pay the cost of the loan with the extended warranty included but as a result would pay the car off 8-10 months earlier than the original loan terms. Although I do understand the how and I why I was not happy to hear that we could not simply prorate, edit, do a flat cancel on the loan and rewrite a new loan to match the original payment terms without the warranty. He let me know since everything was done electronically (it was not – the network was down on Saturday and I signed everything on paper) the loan was already funded. having worked at a dealership in the past I asked if he was sure the loan was funded as it had only been two business days since we signed and figured it would still be in underwriting or in the process of getting funded. He assured me there was nothing we could do. I then asked to speak to the sales manager Rich Carusiello and explained the situation to him hoping we could come up with a solution even if that solution was for me to pay for the fee to do a flat cancel and rewrite the loan with the original loan terms and payment. Without skipping a beat, he said he couldn’t do it and asked me “why I would possibly want to cancel the warranty” followed by “Why I would buy it in the first place if I was just going to cancel it”. I let him know that I was able to secure an extended warranty elsewhere and had the right to cancel at any point. He then in front of several his employees continued to ask me the same questions this time in an even more unprofessional manner. I let him know that I had the right to cancel and found a warranty elsewhere. He asked me where I got it from and that I “better hope it’s not one of shi**y ones from the internet” I let him know that I was lucky enough to have a good friend who ran several dealerships and that’s how I was able to get it. His response to that was that “I should have just bought a car from him then” After waiting another 30+ minutes he finally come out to ask me who sold me the car and just had the salesman try to help me. Again, I explained to the salesperson the situation and let him know that I would be more than willing to pay any fees associated with cancelling the loan and rewriting a new one. The salesman went back to finance and let me know there was nothing he could do. I let them know that I would like a signed a copy of my cancellation letter for the warranty and the exact loan amount due after the warranty is refunded so I can secure a different loan elsewhere. I was told they wouldn’t be able to give me that number at that time although they are the ones that gave me the original loan and know the exact cost of the warranty plus add ons (tire and wheel protection, windshield protection, Napelton care etc) and would need to get back to me at a later date. I again let them know it didn’t make business sense to not cancel the loan, rewrite a new one, have me pay for the fee for the flat cancel but still keep/make the money on the interest accrued on the loan over the next several years instead of me closing out this loan on day 1 and having another place make the money. To that the Rich’s response was “it’s your money do what you want”. I decided to leave, but being someone who has been in sales for 10+ years and a leader/ manager of people I knew that I needed to give Rich Carusiello feedback on how he showed up as an unprofessional leader in front of his peers. He let me know he didn’t mean anything by it, but we can all agree that as leader of people -the example set was a very poor one. Still waiting on the loan amount and eager to close it out as I was lucky enough to get a better rate More

Amazing customer service!! Absolutely amazing customer service!! They were able to get me into the car that I love! Andre and Jon were so helpful and knowledgeable which made Absolutely amazing customer service!! They were able to get me into the car that I love! Andre and Jon were so helpful and knowledgeable which made the process painless. They definitely earned 5 stars from me!! This dealership will be my go to from now on and I will recommend to all friends and family. More

Great experience with Napleton Acura We had a very good experience dealing with Napleton. We worked with Connor Klein who was very straight forward and very good with communicating with u We had a very good experience dealing with Napleton. We worked with Connor Klein who was very straight forward and very good with communicating with us. Abe Affaneh was also great to work with at the dealership - he was very knowledgeable and spent a lot of time working with us on the deal and helping us with delivery. It was a pleasure doing business with everyone at Napleton. More

BAIT AND SWITCH Interested to buy a SUV that was posted online for 14,997. Called the dealership and was told vehicle was available and price can only be negotiated i Interested to buy a SUV that was posted online for 14,997. Called the dealership and was told vehicle was available and price can only be negotiated in the dealership. Set an appointment for last evening and went there around 7:30 PM after a two hour drive. Took the test drive and with some imperfections interested to buy the SUV and here it starts.... Sales person(name was ANGEL) took our interest and quote to the SALES MANAGER and came with a notepad which has 209XX as OUT THE DOOR PRICE which includes 14997 - listed price 1395 - DEALERSHIP EXPERIENCE 695 - car inspection 899 - DOC FEE 29XX - TAXES Me and my friend were shocked to see how a 14997 listed price vehicle become 209XX Out the door and how it can be called a negotiation. Should I say I am disappointed or pissed off!! with this shady practice. If this is read by management, please understand that people are still coming to dealership to buy a vehicle(even in this pandemic situation) due to there actual need and this is not a joke to post one price on the website and bump up 6k to initiate a negotitation. More

SCAM. Price on Cars. com is plus $1,350 plus ??? Went to look at what appeared to be a well priced SUV. I agreed to pay the price and then they told me that they had to add $1,350 for the Napleton's Went to look at what appeared to be a well priced SUV. I agreed to pay the price and then they told me that they had to add $1,350 for the Napleton's Experience Package (mandatory). So in reality the advertised price is just a hook to get you in the store. I will not do business with companies like this. They tell you that the vehicle has undergone a rigorous inspection and when I asked to see the inspection sheet they said that it was not available on the computer. It should be a hard copy in the deal-bag..ask for it!... More

Nizar was great to work with! Went the extra mile for us. Answered our questions and made the buying experience painless! Thanks for your help and patience with us! The next time we buy a car (17 years us. Answered our questions and made the buying experience painless! Thanks for your help and patience with us! The next time we buy a car (17 years.from now..lol), we would work with you! More

Great customer service came in to see what deals they had, got the opportunity to be helped by Wilson got me a great deal will come back again had, got the opportunity to be helped by Wilson got me a great deal will come back again More