Cordell Farries

Worst car buying experience. I made an appointment to look at a car, advised by staff it would be ready out front when I arrived. Car wasn't ready, sales staff wasn't ready, so I made an appointment to look at a car, advised by staff it would be ready out front when I arrived. Car wasn't ready, sales staff wasn't ready, so we waited. After a while another staff assisted us, who was very helpful. She pulled around 2 models to view. I decided on the white 2025 CX-70. Original staff member who I had scheduled with was now available and basically kicked the other staff out of the process. I felt bad for her. Negotiations went well and we settled on a price, signed all the papers, then Staff member asked when I would like to pick the car up. I wanted to take it today, but that wasn't an option. Should have been advised of this up front, as I had told the sales staff I was pressed for time. Frustrated, but still agreed to purchase the vehicle since I had invested almost 2 hours so far. A few moments later another staff member comes out with two sales agreements, one new and one already signed by me, and told me there was a mistake and now the price was over $5,000 more than we had agreed to. I explained to both staff members that this was a "huge mistake" my frustrations about being made to wait after scheduling an appointment, and not being told the car could not be taken today, and now 2 hours later, I'm leaving without the car I had agreed to purchase. No apology, no follow up email or phone call. I later received an email from their marketing department highlighting a video of the vehicle I came in to look at. More

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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

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Cory was very nice to work with and answered all of my questions. The building everyone was welcoming and nice!! questions. The building everyone was welcoming and nice!! More

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