John Highfield

I am writing to formally report a serious issue regarding service performed on my 2023 Dodge Challenger. I believe I was deliberately overcharged for work that was never performed. I brought my car in for se service performed on my 2023 Dodge Challenger. I believe I was deliberately overcharged for work that was never performed. I brought my car in for service and was charged over $1,034.39 for HID headlight bulbs. That evening after the repair, I noticed that the headlights were not bright as expected for HID lighting. The entire purpose of paying for HID bulbs is increased brightness, and the performance was clearly inconsistent with that type of equipment. This raises and my concerns, I had the headlights inspected by a former professional auto mechanic whom I trust. Upon inspection the bulbs installed by your technician are clearly labeled on both headlights as: PEAK HILL 9012LL 12V 55/4 DOT KOREA This is a standard halogen bulb, not an HID bulb. I have clear photographic evidence documenting this. This confirms that I was charged for HID bulbs that were never installed. The service advisor specifically stated that the HID bulbs were expensive and required special ordering. I was also told that removal of the front bumper was necessary to perform this installation. This did not occur. I can confirm this because the clips connecting the front grille, bumper, and skid plate were never removed or disturbed. The bumper was never taken off. I was charged for HID parts and labor that were not performed, and instead a generic halogen bulb was installed. More

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I was driving to work on a Tuesday, I received a message to service my transmission. When I got to work I did a little more reading on the error and it said not to drive the vehicle. I called the number for to service my transmission. When I got to work I did a little more reading on the error and it said not to drive the vehicle. I called the number for my extended warranty. They said to call the dealership and make sure that they wanted my vehicle for the service. I called the dealership, I was told that I could have an appointment Wednesday at 11:00, was that good. I said it was OK, I had no vehicle so the sooner the better. She (Mary) asked me to hold on. She came back and said that she got a waiver for me and my appointment was now Tuesday at 12:00. The towing company had my vehicle there by 11:00 on Tuesday. The next two days were just filled with ignoring me. On Wednesday I received a call at 15:08 that they were looking at my vehicle and they would get back to me. This is now 27 hours after my appointment. No response after that. No answers on Thursday. I got a hold of them at 13:00. This is now 50 hours past my appointment and they told me that someone was getting ready to look at my car now. Twenty-two hours after they told me that someone was looking at my vehicle. I finally heard back from them at 18:30. 54 hours after my appointment. I was told that it was good that I brought it to them, which I was told that I had to, but it is a GMC and I purchased it used at the Chrysler, Jeep, Ram dealership, and they cannot figure out what is wrong, so Friday they are going to bring it to the Chevrolet dealership so they can fix it. So now it is Friday. Almost 70 hours after my appointment, third day of a rental car, and now they are going to bring it to someone else to fix. More

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Bottom Line: I will never use Napleton"s Service Department to service my 2015 EcoDiesel again! 2018 (49325 mi), Brought my truck in for recall T25 and Rear Differential service, Paid $195.19 for R Department to service my 2015 EcoDiesel again! 2018 (49325 mi), Brought my truck in for recall T25 and Rear Differential service, Paid $195.19 for Rear Differential service. 2019 (68062 mi), Brought my truck in for CEL, code P209E, DEF needs maintenance. I told them DEF injector probably needed cleaning or replacement. They did a computer update, I ended up having to clean the sensor myself. No charge but I had to fix it myself. 2019 (70107 mi), Brought my truck in for recall V08, Ecodiesel emissions settlement. No charge. August, 2023 (124464 mi), Brought my truck in due to significant bearing noise in the rear of my truck. My rear differential had to be totally rebuilt with all new bearings and seals, 70,000 miles after they had serviced the differential!! They refused to take responsibility for this issue. This is a truck that was on the highway 95% of the time and always maintained exceptionally well. $3126 for service. Plus, they took over a week to complete the service. I had to rent a car for $400, no loaner car available. September, 2023 (127259 mi), Brought my truck in for a significant engine oil leak. The truck sat on their lot for over a week because their diesel mechanic was not at work while I racked up rental car expenses. They reported that the leak was on the upper oil pan cover and would require significant disassembly to get to the oil cover. They also recommended replacement of the thermostat and coolant flush, rear break pad service, and serpentine belt replacement. I authorized the maintenance. I also had an aftermarket FOB that I wanted programed. After 15 days (3 days when actual maintenance was performed), they returned my truck. $4906 paid (including $112.99 for a failed attempt to program my FOB). I had to rent a car for $900, no loaner car available. Oct, 2023 (127798 mi), Squealing noise, left front wheel, found bolt which was rubbing against left front axle hub. Had to have my truck towed back to Napleton's. Texted picture of the problem bolt. Over the next three days, left text messages and calls to the service representative while I racked up expense on another rental. Had to go in the 4th day and talk to service dept manager. Found out a technician had not yet been assigned to investigate/repair the issue and service dept manager would not accept responsibility for the loose bolt even though he acknowledged that the bolt probably did not loosen by itself. Therefore, I would have to pay for the rental ($332) and my cost for the tow ($105 after insurance). They had it repaired the next day. He asked me if I wanted to have them look at a problem with my rear air suspension deflating overnight 2 days after I got the truck back. I said NO! It has since reset itself and is fine. There was no charge for fixing this issue. Hmm... But it still cost me $437 to tow and rent a car. Oh yes, there was no loaner this time also. I am a single divorced retired veteran and do not have a 2nd vehicle to carry my tools for my work as an electrician. One day after getting my truck back, I received a CEL, P24AE, Particulate Matter Sensor Circuit. Either the sensor is bad or one of the exhaust pipe junctions is loose. I think I'll fix it myself. More

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wondeful experience with our service advisor christopher long. cannot wait for our next service appt. would hightly recommend long. cannot wait for our next service appt. would hightly recommend More

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Its too late for me but save yourselves. DO NOT buy a vehicle at Napleton unless you like poor and dishonest service. They sold me an expensive warranty that they claimed was from jeep but is really a t vehicle at Napleton unless you like poor and dishonest service. They sold me an expensive warranty that they claimed was from jeep but is really a third party scam that only works (or doesnt) at Napleton and you have to go through a claims process hassle. Combined with their poor service makes the warranty worthless. For example, I had the seat back mechanism break on me and took it to the dealer. The service advisors told me I needed an appointment and they would need the vehicle for 3 days to take the seat apart and "figure it out". Took it to Arrigo where they told me it was a common problem that they could fix easy but of course the warranty couldn't be used there.😖. And another thing, why don't the mechanics have their own lugnut wrench socket instead of using yours and not putting it back? Two times they had me drive back to the dealership to get it back. Big fat👎👎👎👎👎 More

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I don’t write reviews but the poor quality and customer service of this company warrants the Time...My wife went to Napleton to get her tires rotated and the dealership was unable to balance the tires corr service of this company warrants the Time...My wife went to Napleton to get her tires rotated and the dealership was unable to balance the tires correctly. I ended up going to the dealership with her after the second time they were unable to balance the tires and witnessed the rudeness and incompetence of the dealer staff first hand. They talked down to my wife and we’re unable to correct a basic service (balancing tires...). I cannot say enough about the poor quality and poor customer service of this company. 🤢 please do not give this company your business. They seemingly talk down to women and are not competent mechanics. More

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Athanasias iakovides and Don McCain And these guys are Athanasias iakovides and Don McCain And these guys are stellar from the moment you walk in the door to the moment you drive off the parking lot they Athanasias iakovides and Don McCain And these guys are stellar from the moment you walk in the door to the moment you drive off the parking lot they treat you with respect dignity compassion very knowledgeable I am just all-around stellar people More

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