Napleton Ford of Oak Lawn - Service Center

Ever since they change ownership, this dealearship has been ABSOLUTE TRASH!!! They have the most incompetent, untrained, unprofessional service reps I have ever come across. Bill and Brian are 2 that stan been ABSOLUTE TRASH!!! They have the most incompetent, untrained, unprofessional service reps I have ever come across. Bill and Brian are 2 that stand out. After having a problem with them I spoke to Scott “the manager” and he was even worse. I have never been to a dealership that was so poorly run. Just like in previous reviews from the last couple weeks, I was charged for work that I did not authorize. I would rather take my cars to an alley mechanic then to this dealership More

The worst service ever. They had my ford transit going on 5 weeks now, and still waiting on parts, even though I've called multiple times and they have said they just reciev They had my ford transit going on 5 weeks now, and still waiting on parts, even though I've called multiple times and they have said they just recieved all the parts. Never ever ever go there for anything. They are so bad ford company should shut them down. They are nothing but liars in the service department More

Used to have a 5 star review for HAWK Ford, but since it has become Napleton Ford, it has been one bad experience after another in the service department - the latest is scheduling an appt. ahead of time to has become Napleton Ford, it has been one bad experience after another in the service department - the latest is scheduling an appt. ahead of time to have a recall done, dropping off my car, paying to take an Uber home because there wouldn't be a porter there for about an hour and then getting a call shortly after I got home to pick up my car because they had to order the part for the recall because "maybe we had the part when you made the appt., but we do a high volume of these, all your appt does is hold your spot in line, we must have run out of them for the day"...I work for Ford Motor Company, this is not how we expect our customers to be treated and I will be elevating this through corporate channels to see what can be done to prevent this poor service from happening to other customers More

BY FAR THE WORST EXPERIENCE. If I could rate this location a ZERO I would. It’s unacceptable the experience my family and I had. The lack of professionalism is just the beginning If I could rate this location a ZERO I would. It’s unacceptable the experience my family and I had. The lack of professionalism is just the beginning of my trouble. I’m writing letters to corporate and getting legal involved as well. My car sat on this lot for 11 months (since 8/2022) and when I went to pick up my vehicle today, 7/19/2023 the last check Napleton received for over $2,600 for the additional repairs was NOT COMPLETED. They received payments totaling $6,095.27 and today provided me with a receipt STAMPED, SIGNED, AND DATED JUN 19,2023 for $3,901.45. The service agent Amber, had the AUDACITY to pull a racial stunt with my husband after he questioned her telling us there was a brand new battery put in my car, when the car was dead as a door knob on their lot. Someone FORGED MY SIGNATURE and signed Power Of Attorney paperwork authorizing the release of a payment and when I told her that’s not my signature AMBER proceeded to give attitude and state it had to be because it was signed. The payment was for the amount of $2,666.26, that was for the repairs of my brakes, tie rod, trunk latch, and everything else that was placed on estimate. HOW ABOUT MY CAR WAS NEVER REPAIRED. THE CHECK WAS NOT CASHED AND SITTING ON MY FILE WHEN I GOT THERE, CONFIRMING NO WORK ON MY VEHICLE WAS COMPLETED. THE BRAKES ARE STILL PULSATING, THE TRUNK LATCH WAS NOT REPAIRED, AND NAPLETON FORD WAS OKAY WITH ME LEAVING BECAUSE THEY ONLY CARED ABOUT THE MONEY TO BEGIN WITH. AMBER S. had the nerve to tell my husband “okay now this is getting awkward” and . . .and I asked WHY? Because we are black? Because I watched her be so nice, FRIENDLY and smiley with every individual who didn’t look like us that came in. She argued and raised her voice at my husband for at least 5 minutes, turning red, and pulling the "you're getting aggressive card" because my husband is black and questioned the Dusty battery that sat in my vehicle, AFTER WE WERE TOLD 7/1/2023 by Roger a new battery would be put in and sorry for the inconvenience. AMBER S. then and yell at him telling him to NOT TALK TO THE FORD SERVICE REPAIRMAN who came to put the new battery in(who told my husband that was an old battery and it didn't have any power which is why the reader he hooked up to the battery did NOTHING. The NEGLIGENCE and amount of disrespect shown by these people is horrible. A manager, Roger then came out and said he will take car of it and put a new battery in the car because he too verified this was not a new battery, and the work was NOT done as they stated would be done on 7/1/2023. I have my, STILL NOT DRIVABLE VEHICLE parked in front of my house, that I am having moved to a different FORD location and I am never looking back to this place again. If I dropped the names of all the HORRIBLE people who I’ve dealt with at this location it would be a shame, however, my lawyers will be in contact. There is NO EXCUSE for the service I received and it’s a disgrace that we still live in a world where people pull the race card when they have done their job ineffectively. All I kept hearing today way “sorry”….I DONT ACCEPT ANY APOLOGIES. My vehicle was not repaired, I’m still out of a vehicle and my experience was HORRIBLE. On 6/30/2023 at 2:03pm Ken Klein called me to tell me there would be a LEIN put on my vehicle and the car would be town away because I "cleary did not want it" since it had not been picked up. HOW ABOUT I OWN MY CAR. YOU CAN NOT TAKE MY CAR BECAUSE FORD DID NOT MAKE REPAIRS. I came From Fargo, North Dakota and Luther Family Ford NEVER mishandled my vehicle- that’s the only Ford my car has seen since purchase date. Napleton Ford of Oak Lawn should be ASHAMED. I should have kept driving when I first seen this place. More

My overall experience with Napleton Ford of Oak Lawn was extremely disappointing. I scheduled an appointment on a Tuesday. To have a check engine light diagnosed. I stated that I had already pulled the c extremely disappointing. I scheduled an appointment on a Tuesday. To have a check engine light diagnosed. I stated that I had already pulled the codes and was not looking for someone to just plug a computer in and tell me codes but to do troubleshooting to narrow down the problem. After not hearing for 2 days, I had to call and get an update to only be told which codes were there and "recommended" repairs but couldnt be told what troubleshoooting was done. I asked for further clarificaiton and was told he would get back to me after talkign to technician. I didnt hear back and called and left a message the next day. I finally got a call back Saturday morning and was told that they werent sure the status of the car as technician wasnt available. I asked if I could pick up my car and they said no it wasnt available. On Monday I was called to be given an update only they called me by mistake and was trying to call someone else and talk about their brakes. Finally, I was told I could pick up my car. When my wife picked up car, it was undriveable due to a failed rack and pinion. The service person told me it was like that when I brought the car in which was not true and he got agitated with me when I told him as such. I escalated to the service manager, and he reviewed videos and he confirmed that he could tell there was no issue when I brought the car in, nor when the technician drove the car into the service by; however, that they didnt do anything that would have caused it to fail. While I am frustrated that my car requires so much repair work; its how I was treated through the entire process that I am writing this review. They way that I had to do all the reaching out to get an update and the way the service person talked to me has caused Napleton to not only lose the business of any repairs but I will also be buying a new truck which I will not be purchasing from them as a result of my experience. This was truly poor customer service from the time I dropped it off to the time when picked it up. Pretty unfortunate as I had purchased this truck from this dealership in 2017 when it was still under "Hawk Ford". More

The lippy, snotty response I received when I went in to the dealership to enquire why they had my car for 9 days to do some routine repairs was enough to cost the dealer 3 different customers. Myself, the the dealership to enquire why they had my car for 9 days to do some routine repairs was enough to cost the dealer 3 different customers. Myself, the friend who drove me up there and who has spent well over $5,000 the last year there, and a stranger who had just walked in looking to get his car repaired. Her shrill, defensive attack on me for asking why nobody there answers the phone or returns messages left on voicemails showed she has NO CONCEPT of customer service or conflict resolution, getting very indignant when asked to explain herself. All in all, I will NEVER return there, and my next car will NOT be from Napleton Ford. I gave her 1 star but that is so it is noticed; it's 1 too many. More