Napleton's Auto Park of Urbana

This dealership has pretty good reviews, but this was my first experience with them. I'd give zero or negative stars if I could. I made an appointment with Angela yesterday. I received a confirmation cal first experience with them. I'd give zero or negative stars if I could. I made an appointment with Angela yesterday. I received a confirmation call a few hours before my appointment and I confirmed the time and Jeep we were coming to test drive. Upon arrival I called Angela and got another person(male voice) to inform her we arrived. (male voice) put me on hold and returned to direct me to Alex in the dealership. A salesman named Matt was hanging out with other salespeople in the back office and came out to help us. He wore a faded Toyota vest with drink stains on it, but oh well. We repeated our reason for being there and the appointment with Angela - now Alex. Matt said Angela is probably in the phone service group and he didn't know who she was. Didn't seem to care either. He then said Alex was the Sales Manager but wasn't there. He said he'd be back in a minute. A few minutes later Matt walked out and I walked over, he pointed at Mr. Nyugen to get up and help us. Matt looked at me and quickly said he had other customers, then turned and walked away. That was weird because he had no customers a few minutes prior hanging out with the guys laughing it up. Mr. Nyugen was just finishing up with customers while we waited for Matt, and I write "Mr. Nyugen" respectfully because this person tried to help. He took our information (this is the 3rd time for a scheduled appointment), wasn't prepared, but he went to check on the Jeep. I knew something was wrong. I reminded my wife about that scene from Lampoons Family Vacation where Clark has the family truckster as the only option. It was clear our appointment wasn't prepared for because every dealership I've bought from has the vehicle out front waiting. I hoped it was in back getting wiped down or something. We waited for a few minutes and finally Mr. Nyugen came back to tell us the Jeep was loaned out and they didn't have it. I asked him why no one informed us of that when making the appointment, let alone confirming it a few hours ago. He didn't know. He didn't know we were coming. He was just the messenger. He spoke broken english but was very apologetic. It took me two seconds to realize Matt figured out the Jeep wasn't there and sent Mr. Nyugen to deliver the bad news. You can infer what you want from that scenario, but it infuriated me on top of wasting my effort to make an appointment. So, we walked out and we'll never do business with Napletons if I can help it. I'm hoping this reaches upper management. Maybe Alex will be back in time to address the coordination and conduct of people in his charge. If I were an executive at Napletons, I'd fire Matt and put Alex on car detailing for the next quarter, and put Mr. Nyugen in charge. And for the icing on the cake - we were going to pay cash tonight! The vehicle is a present for our daughter, about to graduate from AIT at Ft. Sam Houston. So, we're heading to Indiana tomorrow for the other Jeep that was on our list. Good luck and God bless. More

Very very very poor , I had an appointment at 1, didn’t get out till 3. Went and asked service manager if my car was done he said oh it’s been done. Then asked my name again and what color car. Came back a get out till 3. Went and asked service manager if my car was done he said oh it’s been done. Then asked my name again and what color car. Came back and said they was bringing it over now, the car they brought wasn’t even mine. Totally different color.asked me again what my color car was. Finally brought over, no paper work or nothing. I’ve bought many cars from there and really looking to not come back, thanks More

Have worked with Nicholas Rice, Service Adviser for several years. Easy to work with, professional, keeps me apprised of the work as it's being done. I can't speak highly enough about how awesome the S several years. Easy to work with, professional, keeps me apprised of the work as it's being done. I can't speak highly enough about how awesome the Service Department is and especially Nick's assistance and advice. Confident I'm in good hands when I take the vehicle there for service. More

I bought a brand new Genesis in December 2024. I had my first oil change due so I made an appointment to have it done instead of them coming to get my vehicle which is included in the Genesis serv I had my first oil change due so I made an appointment to have it done instead of them coming to get my vehicle which is included in the Genesis service. Showed up and they said a 2 hour wait. I waited a half hour for a shuttle person to be available to take me home. they finally texted me when it was done and I asked for the Concierge service guaranteed to bring it to me and they said they didn't have enough people to do that. love the car, and the shuttle person, but far from the service "guaranteed". More

Purchased car new in March 2025. Took in for rattle. Charged $400 for bolt & screw. Horrible service! Took in for rattle. Charged $400 for bolt & screw. Horrible service! More

Ally was very helpful with me when I was trying to buy a car. She was prepared and worked with the sales manager in trying to help me buy a vehicle. I didn't buy a vehicle but Ally was great to work with. car. She was prepared and worked with the sales manager in trying to help me buy a vehicle. I didn't buy a vehicle but Ally was great to work with. I apologized to Ally for my earlier disrespect to her when I tried to buy a vehicle in last year. She was very understanding. I hope I have the opportunity to buy a car from her in the future. She really did her best to get the car at the price I was comfortable with. Thank you More

What a wonderful experience from being to end! We started inquiring online about a few vehicles online, and received immediate responses. Bianca asked if we would like to set up a time for comi We started inquiring online about a few vehicles online, and received immediate responses. Bianca asked if we would like to set up a time for coming in to test drive. We were unable to schedule due to our family’s schedule, but I showed up first thing Thursday morning unscheduled and was greeted and taken to a very helpful salesperson, Colleen. She handled the rest of my purchase with ease and grace. The entire staff was a total class act. Thank you to everyone at Napletons. More

Had the best experience working with Nick Rice while getting our Toyota Corolla serviced this week. Had issues with the A/C and US-Port and Nick was very professional, competent and great at communicati getting our Toyota Corolla serviced this week. Had issues with the A/C and US-Port and Nick was very professional, competent and great at communicating the stages of the service and work required. He went above and beyond to accommodate and work with us. Couldn’t be more pleased! Highly recommend Nick Rice. Your car will be in the best hands! More

Unprofessional, under staffed. Appointments don’t mean anything. Service center has a line around the building all morning and only one employee checking in vehicles while all othe Appointments don’t mean anything. Service center has a line around the building all morning and only one employee checking in vehicles while all other employees sit at desks inside. No shuttle service available when it was verified with an appointment confirmation call. Just overall poorly ran and managed. Employees do not seem to care about customer service. More

I had a highly disappointing experience with Napleton’s. After taking my car to an independent repair facility, I was informed of the issue and was advised that it appeared to be a warranty-related repair. After taking my car to an independent repair facility, I was informed of the issue and was advised that it appeared to be a warranty-related repair. The facility recommended that I contact Napleton’s for further assistance. Upon reaching out to Napleton’s, I was assured that the repair was covered under warranty and was scheduled for an appointment. However, after bringing my vehicle in a week later, I was informed midway through the day that the repair would not, in fact, be covered. Additionally, I was quoted an excessively high price—significantly above the estimate provided by the original repair shop. This experience was a complete waste of time and incredibly frustrating. Napleton’s pricing is unreasonably high, and their lack of accuracy in assessing warranty coverage is unacceptable. They should ensure they have the correct information before advising customers on coverage to prevent unnecessary inconvenience. More