Pat Lannon

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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Bought a wrangler from Marcos. He answered all my questions and got me a great deal. He answered all my questions and got me a great deal. More

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If I've known any better words, then I will use them for Pat Lannon (Service Manager). Pat has done an exceptional job to fix my truck, and I so appreciate his service at Napleton Northlake. THANKS very m Pat Lannon (Service Manager). Pat has done an exceptional job to fix my truck, and I so appreciate his service at Napleton Northlake. THANKS very much! Nick Tu More

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I want to say how disgusted and completely disappointed I am with this dealership. Their ways of operating are what gives car salesmen/dealerships the atrocious reputation they have. From being told I was am with this dealership. Their ways of operating are what gives car salesmen/dealerships the atrocious reputation they have. From being told I was buying a full maintenance contract at closing and then being told it was only for oil changes, to being sold a scratch/ding warranty but then not being able to get them taking care of, to having issues with my trailer receiver, but then not being able to get it repaired. I was sold the world but was given a crappy dealership with a crappy service department, that has zero follow-up. What's sad is I bought 2 vehicles from 2 different Napleton dealerships, and after spending 150K with them, I regret every minute of it. Nothing more than snake oil salesmen that have zero integrity. Disgusting!!! More

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I bought my wife's 2018 Jeep Compass from this dealership in November of 2018. By January of 2019, there was already an issue with the driver-side seat trim where the seat control was located. The entire pie in November of 2018. By January of 2019, there was already an issue with the driver-side seat trim where the seat control was located. The entire piece broke when the seat was lowered. We brought the vehicle in and were told they did not have the part in stock so we would be called when it arrived. This should have been our first sign things were going to go wrong. After almost a month we had the part replaced, but after a week or so, the part broke again. We then brought the Jeep in and were told this was a design flaw by one of the service advisors. Once again, we had the part ordered and waited until the part came in and then modified our family schedule to get this repaired. Then, almost a year after having the vehicle, we started noticing a "click" in the steering wheel when turning it. We brought it to the attention of the dealership on the next visit for an oil change. Of course, as all things like this go, they could not recreate the problem. So, we accepted it as a one-off but still noticed it. Then around December of 2019, we started having issues with the AC not blowing cold. Our vehicle was a year old and had around 9000 miles on it. When we scheduled an appointment to have it looked at, we set up an appointment for a Saturday and left it at the dealership. And again, they did not see any issue and loaded the AC with a dye in the freon to see if they could see a leak. We drove the vehicle for about another week when we noticed the AC was not blowing cold again. We brought it in and once again, they found no issue. Then around January of 2020, the clicking in the steering wheel became more pronounced and quite annoying. We then shuffled our family schedule around and dropped our vehicle off to be worked on a Saturday. Around 3 pm, we got a call from one of the service advisors saying the steering column needs to be replaced and that they would have the part in on Monday and we could pick up the Jeep on Tuesday morning. The problem here is that we need both of our vehicles to bring us to work and pick up our child from school and bring her to her afterschool activities. When I told the advisor the Jeep was needed for Monday, she told me that the entire steering wheel was removed and they could not get it back to us that day before they closed. I then asked if they had a loaner available, to which she said she would have the shuttle bring my wife to work. Again, this would not work as we need two vehicles to operate our lives. I ended up calling the general manager, Steve Ignowski and explained to him my issue. He reached out to Robb Miner, who ended up getting me a loaner. After all the headache, and having the steering wheel column replaced, the clicking was still there. Then to compound the problem, the backup camera started to not work. We even still had not gotten the driver-side trim repaired. We set up another appointment for a Saturday to have the backup camera looked at when we were told the entire radio unit, which displays the rearview, needed to be replaced. So, we then scheduled another Saturday appointment to have the radio replaced. While waiting for this, the AC went dead. At this point we might have put on 11,000 miles at this point, so the vehicle was not widely used. For the next several months, January until the end of August, we have spent countless times in the service department, had one service adviser tell me "Come on Sir, we both know the AC is working properly." to get the general Manager involved again to give us another loaner. All tolled, we spend around 3 months with the Jeep in the shop. We finally got the service department to recreate the clicking in the steering wheel and they said they would fix it. This was in August of 2021. When my wife went after work to pick up the vehicle and drop off the loaner, she was hit with a $100 deductible for the warranty work. It seems while all of this work was done, the factory warranty had expired and we were now under the extended warranty period. I may be wrong, but if I buy a new vehicle from your dealership, and I bring it to the same dealership for service and they know of a problem that goes unresolved, I feel that they should make it right. It is not the money that troubles me, $100 is not that much for the work done. It is the idea that we have been telling them we have an issue again and again, and then when the mechanic finally acknowledges the issue and can fix it, we are made to pay for the small repair bill. The real kicker of this was about a week prior to picking up the vehicle, I had a call with Pat Lannon, who told me that he had to get approval for the repair to be done on the steering column. He never once mentioned we would have to pay $100 when we picked up the Jeep. At this point, the vehicle is "fixed." I will say however, I would not recommend using this dealership to buy a vehicle from, because they add on extended warranties in the price without telling you about it until you sit in the finance department and sign the papers, or would I recommend using this dealership for service. In one of the many conversations I had with management, they did acknowledge they were having issues with some of the mechanics they had hired. I understand this and was willing to look beyond this. But getting our vehicle back after 8 months of it being in and out of the shop with a bill for the repairs is like getting kicked in the nuts just after leaving the doctor's office where you had a vasectomy. 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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all star staff Thanks to Pat in service, I got my Jeep just in time to get my vacation underway. Quick repair on my ABS light and I happy. Thanks! Thanks to Pat in service, I got my Jeep just in time to get my vacation underway. Quick repair on my ABS light and I happy. Thanks! More

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Good team of advisors, great dealership, employees are helpful and and knowledgeable, answered all questions in a timely manner, simply the best, better then all the rest helpful and and knowledgeable, answered all questions in a timely manner, simply the best, better then all the rest More

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