"Great People, Beware of Fees"
We had been looking into buying a used vehicle for a number of months, and when we were finally able to do so, we found the vehicle we wanted at Ed Napleton for a fantastic price online. Our sales guy, Sam, was great! Super friendly, honest & he did everything in his power to make things work for us. The other two guys we worked with, Daniel & Frank, were personable and super helpful as well. Based on the people alone, we would rate the dealership with 4 or 5 stars.
Unfortunately, (& this has NOTHING to do with the people we worked with so please understand the distinction between them & the dealership itself... people = great, dealership practices = eh) we were less than thrilled with the "built in" additional fees this dealership adds to the final sale cost. While we expected the standard documentary fees, licensing & title fees, and taxes, we did not expect nor did we want or need the "Napleton experience" and the Shadowmark fees, but declining those wasn't even an option. The Shadowmark work had already been completed (numbers from the VIN are etched inside doors for an added measure of anti-theft. We were told this added feature could help lower our insurance so it was worth it, but it did NOT lower our insurance rate). And, the "Napleton experience" had already been completed on some level as well (I don't remember exactly what that was - maybe cleaning inside the vehicle? Personally, we feel that should be part of the customer service; it shouldn't be an added cost or part of an "experience" package.)
(The "Napleton experience" also includes a couple of oil changes, a tire rotation & unlimited car washes for life, but since we live 30-40 minutes away, it is of very little benefit or value to us, which we stated multiple times- why pay for something we can't use. If you live closer, the "Napleton experience" may be worth it for you. It just wasn't for us & we were annoyed that we couldn't decline it.)
We were told multiple times that the dealership was losing money on our deal; that they needed to be able to make money, which we understand. As a business you need to turn a profit & employees are trying to make a living. We respect that. However, it felt like a "bait & switch" or false advertising- advertise a super low rate online & then once you're in, add fees on to make up the difference for what they were losing. We understand getting people in the door, and that's a risk they were clearly willing to take, but the customer should always have the option of additional experiences or added features, not be forced into it so the dealership doesn't lose as much on a deal.
All that to say, the gentlemen we worked with were awesome & did everything they could to get those fees lowered for us and to make the deal go through (we were ready to walk out the door). We are so appreciative of them. Unfortunately, we were beyond frustrated by the additional fees & that spoiled much of our experience (including the fact that upon reviewing the final documents after returning home, the final price we were told/signed in agreement for those additional fees prior to going through all the financing documents actually ended up costing us $16 more than it should have on the final bill of sale - it's not the $ amount; it's the principle). If it wasn't for that, we'd give this dealership a higher rating & we'd be quick to recommend them because the people make up a lot of your experience and they were great. Unfortunately, the employees don't have a lot of say in how the dealership chooses to practice business which results in this review. Honestly, we would definitely purchase a vehicle from Sam again, but we're not so sure we'd purchase one from this dealership. If you choose to buy from Ed Napleton, just be aware & super diligent!
Employees Worked With
Other Employees :
Daniel Ditusa, Frank Alramli
"Nice place to do business with"
- Crv girl
Had been shopping around at a few Honda dealerships. As soon as I walked into Ed Napleton Honda I was greeted by Sam Bader my salesman. To cut it short the process went very fast very efficient I’m very satisfied thank you Ed Napleton Honda. Thank you Ed Napleton Honda and Sam Bader.
"Excellent experience. "
I give this dealer 5 stars out of any dealer I have visited. I have had bad experiences with other dealerships as far as how the workers have treated me and this is the first I have ever felt this comfortable!! GG made this experience so easy going! He made us feel like home and all other staff very nice! Highly recommend this dealer.