Napleton Ford of Oak Lawn

My very recent experience with Napleton Ford of Oak Lawn confirmed many of the warnings I wish I had listened to before engaging with them. Yes, you might get quick replies to available inventory questions confirmed many of the warnings I wish I had listened to before engaging with them. Yes, you might get quick replies to available inventory questions but the stench of desperation is heavy on that sales floor. You'd be lucky to take one step out of your car without an associate fumbling over a colleague to take your business away. They clearly do not like one another. But after what should have been a straightforward transaction—a fair price offered, some documents exchanged, and my credit run—I was abruptly told the deal was off. The excuse? A “mistake” in the paperwork: someone allegedly failed to remove the trade-in value from the final figures. The numbers I was quoted and agreed to were suddenly invalid and price increased. No warning, no accountability, and no solution—just canceling everything. Meanwhile, my credit has been hit, and I’m left with nothing but wasted time and a sense of having been played. Unfortunately, I’ve since learned this isn’t an isolated incident. Napleton Ford of Oak Lawn has a documented pattern of customer complaints, including 31 formal BBB complaints in just over a year, many citing misleading pricing, bait-and-switch tactics, and unprofessional communication. Despite being part of a large auto group, this particular location consistently fails to rank among top Ford dealers in Illinois, with no transparency in sales volume, and a reputation for long inventory turnover—an indicator of poor deal execution and low buyer confidence. Their behavior in my case—dangling a deal, running my credit, then retracting the offer due to their own internal “error”—fits perfectly into the long reasons why no one would trust this dealership to honoring customer agreements. This negotiation wasn't a misunderstanding, it was a strategy. If you're reading this before making a purchase: take the other complaints seriously. Get everything in writing. Triple-check every figure. Or better yet—go somewhere that values integrity and follows through on what they promise. Napleton Ford of Oak Lawn makes it very clear to customers: their word means nothing. More

I had a very smooth experience. Tim & the mechanic got me in & out for my oil change. Tim & the mechanic got me in & out for my oil change. More

I made an appointment and Tom Mackey and checked me in and he gave me accurate est. on cost and how long the service would take. and he gave me accurate est. on cost and how long the service would take. More

I had my car scheduled for Monday at 7am. With an appointment and them already knowing what to work it took 10 full days to complete my service. I was told my car would be one price and when With an appointment and them already knowing what to work it took 10 full days to complete my service. I was told my car would be one price and when I picked it up it was more than expected. I then had a family member pick up the vehicle for me because they never called and said it was finish. My family member went to go check what was taking so long out of annoyance as I could not being out of town. However I rated this place one star due to the fact when I got my car back. This is because the ID paper tag they use to distinguished customers cars was labeled “Musty xxx Silver Ford”. I’m not one to get upset over things this simple but I don’t expect to be treated as less from a company, not only have I been a loyal customer for long but if I’m going to spend more than $5,000 just on repairs I expect to be treated with some respect. The less they could have done was remove the tag before giving back. I would have never known or rated the service poorly. I have a picture of the label as well just to prove it. However I don’t plan to give this dealership anymore of my money. They repaired the car but I don’t expect to be treated as less. More

Understood my car concern, addressed it, I left with peace of mind and confidence. Service fully explained beforehand. Pleasant waiting area, I was offered a ride but decided to wait and service was com peace of mind and confidence. Service fully explained beforehand. Pleasant waiting area, I was offered a ride but decided to wait and service was completed quicker than anticipated. More

Been bringing my cars here for service a long time. Tim is very helpful and friendly. Tim is very helpful and friendly. More

Repairs took 10 days after I was told it would be done in 3-5 business days 3-5 business days More

The service coordinator was informative and courteous. The service time was quick. The waiting area was comfortable. The service time was quick. The waiting area was comfortable. More

Service is good, staff is good, always bring my vehicle there, never have a problem there, never have a problem More

My sales person, Jay, was wonderful. I was very upset about my 2016 Explorer repair and I needed to replace the vehicle with something new. To make a long story short, Jay took her time I was very upset about my 2016 Explorer repair and I needed to replace the vehicle with something new. To make a long story short, Jay took her time showed me several different vehicles talked about several different vehicles and options and even though I was very reluctant to buy another Ford, I ended up purchasing a Ford escape. Jay made the experience much better and I felt went out of her way to try and make the situation better. I would highly recommend her to anyone looking to buy a new car. Jake in service was also very helpful even thought I didn’t have the vehicle repaired. Honestly everyone at Napleton Ford were welcoming and professional. More