Napleton's Auto Park of Urbana

My experience at Napleton's was a masterclass in poor customer service, disorganization, and questionable sales tactics. What should have been a straightforward car purchase turned into a frustrating 2.5 customer service, disorganization, and questionable sales tactics. What should have been a straightforward car purchase turned into a frustrating 2.5-hour ordeal that left me empty-handed and deeply disappointed. While they claimed it was just a "bad day" due to several staff members being out sick or dealing with medical issues, the issues I experienced point to deeper, systemic problems that I believe other potential buyers and Napleton's management should be aware of. I live 1.5 hours away and was drawn to Napleton's because they had a specific Genesis G70 I was searching for. After confirming the vehicle's availability, I scheduled a 1:45 PM appointment on Saturday, fully intending to purchase the car. My wife and I arrived 10 minutes early. After a 30-minute wait, some confusion, and being rudely treated by staff, we finally met with Cory, our assigned salesperson. We explained that we were there to test drive the specific Genesis G70, which Cory went to retrieve. After a long wait (over an hour at this point), he returned to inform us that the vehicle was in their service department due to a recall, and he couldn't access the keys but could take us to see the car. We reluctantly agreed to go “see” it. After more waiting and driving around the lot, Cory discovered that the service was actually complete and another salesperson had taken it for someone else to test drive. Cory assured us that because we had an appointment, we had "first dibs" on the car despite another buyer being interested. Eventually, he managed to get the keys, and we finally got to test drive the vehicle. Despite the car being dirty, the test drive went well, and we were ready to purchase. However, while discussing trade-in details (where they made an insultingly low offer - $250 for a BMW that my local BMW dealership offered $2500 for - and were unwilling to negotiate even when being presented with this other offer), another salesperson suspiciously interrupted our meeting. When my wife asked if this was about the competing buyers, we were informed another buyer was actively purchasing the vehicle. We were told, "Whoever buys the car first gets it". Cory admitted he had been wrong: the dealership's policy was actually first come, first served, and we didn't have dibs after all. By the time he returned from checking, the car had been sold to the other buyers. We asked to speak with Cory's manager, Steve, who showed little interest in hearing our feedback and was the person who was rude to us earlier in the day. Even after all this, Cory continued to pressure us about buying another car from them. We left the dealership over two hours later, with nothing to show for it. While I understand that unexpected issues can arise, the consistent lack of communication, disorganization, and disregard for customer experience was blatant. This wasn't just an "off day"; it exposed deeper problems in how they manage appointments, communicate with customers, and handle sales. Since this experience I’ve, I’ve also heard of other people with similar experiences. If you value your time, money, and sanity, steer clear of Napleton's. The systemic issues in their sales process, from misleading information to disrespectful treatment, make it clear that this dealership prioritizes quick sales over customer satisfaction. Save yourself the frustration and find a dealership that actually respects its customers and honors its commitments. More

We bought 2 KIA's from this dealership and the vehicles themselves have been great and dependable. The past few months our experience with the KIA service center has been awful! We brought our 2014 KIA in themselves have been great and dependable. The past few months our experience with the KIA service center has been awful! We brought our 2014 KIA in to have serviced due to it losing oil somewhere. Nothing leaking to the point of leaving a spot where we park. What we were told is that the car was burning the oil. The car never smoked at all, but you trust the mechanic and do as they say. The catalytic converter was needing to be replaced due to the oil coating the inside of the converter. Car has a warranty, so KIA replace. Perfect. Car still burns oil so the dealership service rep states drive it 1000 miles if its still losing oil to bring it back. Obviously the issue is still there, we added oil as we saw fit when operating the car. Brought it back to KIA Napelton as the issues were not resolved. A different KIA Service rep stated that we should've been told not to add oil but to bring the car in. Frustrated at this point as we live an hour away, we took the car home after the mechanic sealed the cap, etc so no tampering could be done and we drive the vehicle another 1000 miles. Brought the vehicle back in to be checked again for oil level and now being told that since we are over 100 miles (by maybe 20 miles due to driving the car to the dealership) we have to restart this process. This is all being done so we can justify the engine has an issue an for KIA to replace the motor! Very upset and displeased with Napleton of Urbana's communication skills with their LOYAL customers. Multiple messages sent to the service center for a call back and to discuss further and no reply! At this point a new vehicle will most likely be purchased and not with Napleton's of Urbana. Our 2nd vehicle is at 130,000 and that too will be replaced and not with Napleton. More

I recently purchased a new Tucson from Mike Miller. Mike gave me some great information about my car purchase. He was also very proactive in negotiating the price, which helped me get the car at a reas Mike gave me some great information about my car purchase. He was also very proactive in negotiating the price, which helped me get the car at a reasonable price. I highly recommend Mike as a friendly and excellent sales advisor in Napleton. More

I had a great experience with Sam Sammet in sales at Napleton’s Toyota of Urbana. He worked his hardest to get me approved for an SUV that was within my price range. I also worked with Devin Kludt goin Napleton’s Toyota of Urbana. He worked his hardest to get me approved for an SUV that was within my price range. I also worked with Devin Kludt going over all of the financial aspects, and he was absolutely amazing. They were both very friendly, genuine, and not pushy at all. I would definitely recommend to go to Napletons if you’re looking to buy a new or used car! More

Nick Rice, was amazing to work with at the Toyota Service Department, absolutely professional, polite and attentive to detail. He continued to communicate all details in regards to my cars services, part ord Department, absolutely professional, polite and attentive to detail. He continued to communicate all details in regards to my cars services, part ordered, coordination of my transportation to work and back to the dealership. He went above and beyond. The man loves what he does and this is very apparent in the way he treats his customers and how he goes above and beyond . Nick is a very handsome man as well…. More

thanks you matt for an easy experience to buy my corolla cross i appreciate you cross i appreciate you More

Still ended up trading in and buying from them, but the entire process was and has been the worst I’ve ever experienced in any shape or form. Was asked what it would take to not test drive another car a entire process was and has been the worst I’ve ever experienced in any shape or form. Was asked what it would take to not test drive another car anywhere else, gave my out the door number. Sales or finance manager came in and assured me they would get me out of there and make everyone happy. That was around 10am. Come 11:45 I tell them I’m supposed to meet a friend for lunch, get asked to just give them a couple of more minutes. Told my friend to push it back to 12:30. Well now we’re at 12:50 and finally tell them I can’t wait anymore and that I’d be back after we’re done eating. 2pm we’re back and I get their next offer, which is exactly as it was at 10am! I should’ve walked out! And come to today, they didn’t even pay off the loan on my trade in! I spent over an hour on the phone calling repeatedly until I got through to the sales manager! He got it straight out, but this should never have happened in the first place! They don’t use KBB, J.D. Power, or any other common pricing tool. They use their own system. I will NEVER purchase another vehicle from them, and would NEVER recommend them. More

A very big thank you to Matt for helping me get my first ever car and making the process smooth and comprehensive as possible! ever car and making the process smooth and comprehensive as possible! More

Matt helped us with our purchase and did a great job! We appreciate his efforts! We appreciate his efforts! More

I had my car serviced and while I waited Matthew re-connected my phone to my car re-connected my phone to my car More