I want to publicly say thank you to Aaron Austin who went above and beyond! I needed a Cadillac convertor,EGR valve and the extended warranty I paid for wouldn't cover the cost! He worked and worked he called this person and that person. Aaron all the time kept a positive attitude and thanks be unto GOD he did what he said and more.What was a bill of $6000 to $2500 out of pocket! God Bless Aaron Austin read more

Tacked on $5,000 of hidden extra charges onto the final sales price. We keep calling to get clarification on the charges and are getting ignored by Jacob. Jacob will fuck you over every time he can and will not feel bad. Make sure you read everything he hands you even electronic before you sign. He is a terrible man. Jacob did not verbally tell us what paperwork we were signing and just watched us while we signed to make us uncomfortable. Also they kept us waiting for 3 hours to make us as irritable at possible. read more

It's been pretty difficult dealing with the service departments far. I have an issue covered by Warranty but I'm experiencing severe unprofessionalism. Brandon Jones appears to hate this job and it shows in the service. I assume if people use their warranty to cover cost, it directly affects his paycheck. I don't understand why I'm getting such pushback on asking for my car diagnostic to be submitted to the warranty center. This is a certified Jeep dealer that my warranty company sent me to yet, Brandon doesn't seem to understand the warranty process or at least transfer me to someone who does. I have powertrain coverage yet he told me I declined the service. I declined paying out of pocket for something that's covered. I just need someone that is knowledgeable and doesn't take questions personally and does their job! read more

They let us leave without securing the fan belt on the engine, effectively overheating the car. No apologies were given and they didn't even offer a tow truck to come retrieve the car from about 1.5 away from the dealership. Their service and customer service is trash! read more

This has to be the worse dealership I have ever been to. How are they still open? The service department is horrible.

Everything went well! I've been searching for a Jeep dealership that not only delivers quality service but also excels in customer care--and I believe I've finally found it. When I arrived, I was observant. For me, the first step in great customer service is to acknowledge and greet the customer. I did have a moment of doubt when two employees walked past me without saying anything, and one person didn't return my greeting. That gave me pause, and I hoped it wasn't a sign of things to come. Thankfully, that concern quickly faded when my service advisor, Hadiel, came out to greet me. She was absolutely wonderful--very professional, friendly, and made the entire experience pleasant and stress-free. She took care of my vehicle quickly and efficiently. The customer waiting area was clean, well-stocked with complimentary snacks, coffee, and water. There was a designated workspace with desks and private areas, which I appreciated. There was ample seating, a working TV, and phone charging stations--everything a customer might need while waiting. My service was completed in no time--less than 30 minutes. I was truly impressed by the efficiency and the level of comfort offered throughout the visit. Thanks again, and special thanks to Hadiel! I believe I've found my go-to dealership for service. read more

Went for a oil change had a appointment and they took 3 hours the manager was also rude I pulled my car in no one wanted to help just a bunch of unprofessional people this will be my last time coming to this location read more

Called this morning about a jeep grand Cherokee L. I was told to come in quickly and make an appointment as the car would go fast. I was told there were appointments on this car for the next day and to come today if I could. I made an appointment for 4:45pm. I got stuck in traffic and was running 5 minutes late. As a curiosity, I called again to notify them I would be a few minutes late. They said the car was still there. I sat down, talked through trading in my car and others things such as down payment and financing. I was there for an hour before we were about to go look at the car and was told it was sold. I am so highly disappointed in the customer service. I drove 30 minutes away 8 months pregnant. I lined up a babysitter because my husband just got out of the hospital today. I was a serious buyer and would have bought that vehicle today but instead was lied to and told the vehicle was there when it was not. I'm unsure if this was a tactic to get me in the door and to try to get me to buy a different car or just downright horrible customer service. I would rate this place 0 stars if I could. read more

The service department's communication is severely lacking. I have been awaiting a replacement part for my vehicle for over a month. When I contact the department to inquire about the status of my request, I am met with silence and a lack of understanding regarding my inquiry. I strongly advise against visiting this location. read more

Exuardo Morales was terrific and patient with us - very knowledgeable! Mike (manager) was very prepared and ready for us, making the experience so much smoother. Thanks! read more

they did not fix my truck and had it well over a week. mechanic claimed that they didn't hear knocking and I STILL hear it and I picked up my vehicle with a NEW issue I HATE this place so bad read more

Was charged 154.25 for an oil change and tire rotation. had a $15 off coupon ended up spending $139.25. Got in my car this morning noticed the pressure was low in my back tire. Upon inspecting my tires I realized they had not been rotated. I have 3 original tires and one replacement which was on the front passenger side and is still there. I was in the dealership yesterday from 9:15 to 12:00pm service here is slow. if you call your going to get attitudes and be told different things by the service department. Do not waste you time here. read more

On June 4th @ 2:09 pm, I received an oil change and was texted the multi-point inspection outline of what was still good and what was in need of being taken care of. I was told by Kim Griffin (Service Representative) that my brakes will need to be replaced soon. I told my husband, and he went to check my brakes. That's when he noticed that a brand-new key that I purchased to take off the lug nuts was severely damaged preventing him from taking the lug nuts off. While inspecting my wheels, he also noticed that on my passenger side, a lug nut was missing and on the driver's side, a lug nut was damaged. I only allow the dealership and my husband to work on my vehicle. My husband stated that it looks like it could have been damaged from someone using an impact gun to remove the lug nuts. I tried multiple times to contact the dealership, and no one answered. So, I decided to send an email and make a service appointment on June 23rd @ 6:20 pm. On June 23rd @ 11:22 am, I received a call from a Manager at Napleton and explained everything to him. He stated that the technician that worked on my car no longer worked there and wouldn't be able to question him. He then begins to tell me to keep my 6:20 pm appointment so that "it will be made right". I thanked him and went to my 6:20 pm appointment but arrived at 6:00 pm. I sat for 30 minutes until Ryan (Service Director) rudely told me that he cannot do anything about it and that they were closing in 30 minutes. I didn't have the manager's name on hand that I spoke to, and he told me that no other managers are available and that he can't do anything about it without a manager's name. Then he walked away while my husband and I was still talking to him. Not only am I upset but I am also frustrated because I've been a dedicated customer of this dealership for years. Purchasing two cars and continuing to make sure they are only getting serviced by this dealership. I have never been treated with such dismissed, that it surprised me but as well made me feel unheard. I know that I did not mess with my key or lug nuts. I don't even know how, so I am under the impression that they were damaged during the multi-point inspection. Now I am left with replacing what has been damaged by this dealership. Just sad and will think about if I will return for any other service. read more

TAJ is a great guy. He was very helpful and knowledgable. When it comes to service advisors TAJ is your guy

Please listen to me.... DO NOT TAKE YOUR CAR HERE!!! These people are SCAMMERS!!!!! AJ Rodriguez (service manager) acted like some mob boss toward me because I went without my husband. I had to tell him, do not condescend me and do not patronize me!!!! He lied several times. I had to call the police!!! They removed a part to my car, had it on my passenger seat and didn't even INCLUDE it in the assessment!!! They told me the total was $1,400 to fix and $1,100 was labor!!!! When he was initially talking to me he said "ma'am we're not trying to get over on you" I'm like... well I didn't think that UNTIL NOW!!! Long story short, GO ELSEWHERE!! read more

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The service department customer service is HORRIBLE. This place have had my car for well over 3 week. They keep giving me the run around about my car. I will never bring my car here again for any kind of service. Im giving them ZERO STARS. read more

I came to the dealership with the vehicle i wanted in mind, a Durango. Tyren helped me figure out a plan financially that was budget friendly, I wasn't expecting to leave with a car that night but I did. I also didn't know what time they closed or that they have a certain policy about customers after closing, Tyren & Roberto stayed around and finalized everything without even a sigh of annoyance. Good dudes those two, couldn't tell ya much about others or service center. read more

Again, I went back to this dealership that treated me unfairly and tried to take the money that my Extended Warranty paid them for Jeep parts, went to Auto Zone for the parts and did not let my Extended Warranty company know about it. The work was done Dysfunctional and the work was not performed Correctly. There scamming customer's. The paperwork is misleading on purpose. I reaching out to the Illinois Attorney General for help. Places like this need to be closed down. read more

Napleton's River Oaks Chrysler Jeep Dodge - Car Dealers Near Me - Lansing, Illinois

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They list cars that they don't have. I called to confirm they stated they had the car two hrs later after driving 40 minutes they claim they sold the vehicle but offered to show me other cars. Very untrustworthy I would never buy a car from this dealership. read more

My husband purchased a Dodge Durango w/Hemi engine from 17225 Torrence Ave, Lansing, IL on MLK Birthday Jan 2025. He discovered the next day, the heated seats don't work. When he drove to Napleton River Oaks Dodge at 17225 Torrence Ave, Lansing IL the next day to have it fixed they informed him that he need to make an appt for any repairs to the car (REALLY)! It was explained to him that even a simple oil change requires an appt & they do not take walk-ins for any svc needed. My husband made an appt to repair the issue with the heated seats, on Jan 28th (1st appt My husband took the car in & waited a few hours & rec'd his vehicle back where they resolved the issue with the heated seats). Well, a few weeks later, the heated seats stopped working again.So he made another appt for Mon, March 3rd. He took the vehicle in & was told the tech guy wasn't there yet & was asked if he could wait about 10 min. 10 min later no tech guy, so he left his key fob with svc & they told him they would text with updates (updates were limited, BAD CUST Svc). Sat March 8th my husband rec'd an update that his SUV was ready & he will need to pay a 100.00 deductible (why would he need to pay a deductible to repair what was broken when he purchased the car)? So he took an Uber from Portage IN and arrives at 17225 Torrence Ave, Lansing, IL (i keep stating the address so everyone know im speaking about Napleton Dodge River Oaks location, to find out the heated seats were not repaired.(So wth were they doing with his vehicle for 6 days if it's not fixed). The tech response was "well it was working yesterday when I checked." (WTH). My husband req to speak to a supervisor/manager & was conveniently told that there were no managers on site today & the tech said he would need to leave his car so they cou run more diagnosis. NOT ONE TIME DO THEY OFFER A REPLACEMENT/LOANER VEHICLE FOR THE INCONVENIENCE, I GUESS MY HUSBAND IS SUPPOSED TO TAKE OFF WORK OR KEEP UBERING EVERY WHERE UNTIL THE TECH CAN FIGURE OUT HOW TO FIX THE ISSUE. SOMEONE PLEASE (MAKE IT MAKE SENSE)! They had his SUV for 8 days if you count today where he rec'd limited updates & was told his vehicle was ready to discover its not. THEY CHARGED HIM 100.00 DEDUCTIBLE FOR THE REPAIR THAT NEVER FIXED THE ISSUE. I called Napleton at 17225 Torrence Ave location in Torrence, Lansing, IL, & was given the run around today. (If you don't believe me, call & test out their customer svc skills yourself) I called & explained to the receptionist that I got a response to the Google review i left over the wknd & was told to call the number i dialed to see if they can better assist about this situation. Well the receptionist response was "oh they gave you the general number and I'm not sure who to connect you to because they didn't state a specific name or dept to reach out to" (now i take that as a lack of care about their customers) during the convo with the receptionist where I explained i have a complaint about svc, she stated I should talk with Rich, he is over svc". Before I can ask for Rich last name she xferred me to a VM (again, make it make sense). I left a vm for Rich that apparently has no last name. I called back & asked for svc & someone named Justin picked up after I was xferred. I told him I need an update, in addition to that I have a complaint about svc, & I asked if he was the person to speak to before I began. He said no, you need to talk to Rich over the svc dept". I asked what Rich last name & of course he didn't know, because apparently, Rich is new. This place is HORRIBLE. I Do NOT RECOMMEND BUYING A CAR FROM THIS HELL HOLE. BECAUSE ONCE THEY CLOSE THE DEAL, YOU WILL NOT GET GOOD SVC, BUT YOU WILL GET EXCUSES.BUYERS BE WARNED! See attachments i was able to research on Dodge forums. This is a known issue, & cust figured it out. The module in vehicle needs updated to the AD model (see attachments) I took from the Dodge forums so you can tell your tech how to fix it if they choose to listen. I guess I won't get reimbursement for Uber or my deductible. Never Again! read more

Talk about the worst customer service. They're pretentious and they love to add, extra add on fees. I had to wait about an hour to get my truck back after I paid the outrageous price for just listening to the vehicle. Fuck Napleton jeep on Torrence Ave in Lansing, Illinois read more

Kim is awesome. Manager was very polite as well. Thank you for making sure everything was handled correctly.

Nice friendly service.A lil bit of a wait but it wasn't too bad.Almost pleasant customer service.

They stole a van from me and I needed a paper for the insurance to pay me and in this place they helped me very quickly excellent service from the place read more

It should not take 4.5 hours to buy a car! We got there, test drove, and made the deal within the first hour. We were then left for the next 2 1/2 hours sitting there. Credit was good and in order. Our "salesman", Jacob, just left us sitting there for hours without any follow-up. They were NOT busy, as we had a front-row seat to the saleswoman at the desk next to us shopping on-line the entire time we were there (shopping for winter coats in July, no less ...). They ring the bell anytime a deal is made, and ours was the only bell rung the entire time we were there. When our salesman finally decided to make an appearance again after 2 1/2 hours, we were sent down to the Finance department. Roberto, the Finance Manager, was the only one who treated us with any sort of respect during the whole ordeal. We were done with him within 20 minutes, and he took us back to our salesman, Jacob, who couldn't figure out how to pair the car with the Bluetooth device on my phone, and told me he would call me back on Monday, which, unsurprisingly, he never did. We were then given the key, and sent on our way, and we had to wander around the lot to even try to find where they had parked the car after the test drive. We were never given any sort of tutorial on the car, which, as technologically advanced as it is, absolutely should've happened. Every other car I've ever bought the salesman has done that (and they had HOURS in which you do so!). On our drive home, we had no radio reception, only to discover when we got home an hour later, that the antenna was not attached and had been thrown in the trunk of the car. The car had not been washed, either. Horrible customer service all around! We called the sales manager, Wally, the following week, whose only comment about the length of time we were kept waiting was that he bought his sales people lunch that day, which was the reason we had to sit there for hours. He was actually proud that he had bought his employees lunch while customers sat there and waited for unrealistic periods of time. He told us we could bring the car back in and someone would sit with us and show us all the features on it, which the original salesman should've already done, but we live an hour away, and we shouldn't have to waste yet MORE time and our gas to do something that should have already been done. By the time the sales manager finally called us back, we had already spent countless hours sitting in our driveway in the car on our own scanning QR codes, and looking up YouTube videos to figure most of the technological features out. We should not have had to do that on our own because the salesman, who is making commission off of us, didn't want to be bothered during the lunch that his sales manager bought him. We tried to reach out to the general manager, who we were told was on vacation, and when we asked who was in charge that week underneath him, we were given a name, but told we couldn't speak to him. Through a mutual acquaintance we had gotten hold of the district manager, Eduardo, whose only comment was he couldn't believe that Napleton Chrysler Dodge Jeep in Lansing would act like that because they are "a well oiled machine". They are anything but! No customer service, no follow-up. Once they have your money, they could care less about anything else. ZERO stars! Do not buy a car from this dealership, nor any Napleton dealership! read more

It was terrible had an appointment for oil change. When I got there for my appointment I was told it would be 2 hours. For an oil change with an appointment. After 3 hours I had to call because I did not receive a call saying my truck was done. read more

Very deceptive! I decided to sell my new (6 month old) Mustang Dark Horse. I went on Car Gurus and put in all the information. I got an email that says that they will give me $58,925. I called and talked to Kullen, and he told me that that was the minimum, after they see it they may offer more. I drive almost an hour each way, and after almost an hour they tell me that they'll give me $56k! I told him that that was deceptive, and he gives me the B.S. that that would include a tax savings on a trade in. The email specifically states that they will buy it outright. I'm sure that their typical practice it to pick the car apart to justify giving less for it, but my car was perfect, so they came up with the trade B.S. They don't care at all about wasting your time. I will notify Car Gurus also. Avoid them! They have no regard for your time. I got $59k for my car through TrueCar, which was a great experience. read more

these people done had my boyfriend car since october of 2024 and keep telling him its gonna be fixed in two weeks!! car still hasnt been fixed! they took a month to even see his car and now that im calling up there they keep hanging up on me!!! do not go to this location they are unprofessional, untimely and very inconsiderate of the fact that people out here have to live and work just like they do! read more

Garbage dealership service wise. Horrible customer service. What is the point of having an appointment if they don't update you on your vehicle at all and don't even work on your car until days later. I've called and they always leave me on hold and bounce my call to other departments no one ever answers. I called around 2pm to get an update left my number I called back at 7:45pm just to find out no one is there anymore. Sloppy work. read more

took way too long. I was in here for 8 hours. they were not accommodating at all. took way too long. I was in here for 8 hours. they were not accommodating at all. read more

Great customer service and knowledgeable about servicing your vehicles. fast service for all your needs.

Well I thought it was the same issue but it wasn't it is back for a repair. The only brighter spot isAJ mt service advisor.

Let's first talk about how Melissa and then Kenya kept spamming my phone after I did the credit app they said everything looked good and you can come in and bring your license and two pay stubs! How about I asked well what was I approved for Melissa behind to tell me oh well I can't tell you that due to privacy laws but it looks like you have financing ! Then she says and we are offering 0 down and 90 day deferred payment. Mind you the dealrership did a hard inquiry already and then sent my info to west lake financial.. I ask Melissa before I get there if I had to run my credit she said no your credit was already ran.. I literally got there oh Melissa is not an in office person and oh we need to run your credit and which car is this and oh which car is this? They ask me this like 30x and then said they never ran my credit but on my experience I had a hard inquiry and the west lake financial and then they wanted me to unfreeze my credit so they could run it again !! This place is a scam .and very much so false advertisement they want to get you in there to trick you don't go here !! Also there bathrooms are gross like shit on the toilet piss on the toilet it's disgusting! I am reporting to the better business bureau forsure! I drove from downtown I should've went to another dealership please avoid read more

This place is terrible! We waited 3.5 hours to have a headlight bulb installed (AND we had an appointment) You would think small jobs like oil changes and light bulbs would not be a 3.5 hour wait even being short staffed!! This was insane to me! read more

I worked with several people in finding the correct Jeep Grand Cherokee for myself. I worked with Bob, Jad, Patrick and Mo, the general manager. Patrick was great in explaining the vehicle and all the features to my wife and me. Mo spent a good portion of his morning helping me find the best way to finance my new Jeep. He was very easy to work with and nobody on the dealership promised anything they couldn't deliver. I talked with several other dealerships and visited two others - Mo gave us a much better deal than the others. I would highly recommend buying a Jeep from Napleton! Me encantan las personas a Napleton Jeep! read more

Napleton's River Oaks Chrysler Jeep Dodge - 2022 Jeep Grand Cherokee - Car Dealers Near Me - Lansing, Illinois

The service and experience I have received from Napleton's River Oaks Chrysler Dodge Jeep Ram IS THE WORST. This dealership has been so dismissive to my requests and issues it's insane. Alllll my girlies pls find another dealership where they don't ignore women's concerns.My jeep was making noise when I was breaking so I took it in for inspection. I was told breaks were good and the guy asked, "well how are you breaking"... not sure if it's because I am a woman. Took my jeep in a THIRD time to have it inspected as the noise got worse and I was told I needed new rotors, break pads, hoses and calipers... HOW DO MY BREAKS GO FROM BEING FINE TO NOW NEEDING ALL THESE THINGS .. Not sure why it took 3 times for it be inspected for them to find the issue. Like who is working on these inspections and how is management not involved this is so dangerous. I decided to get service done for my breaks this past Friday and went to pick up my jeep Saturday. Just to add the cherry on top this dealership lost my key to my Jeep. I was not told anything until after waiting for 45 min in the lobby I got up and politely asked what was taking so long and then they told me. I thankfully had my spare and told them to call me when they found my key. It is now MONDAY 10 AM and I have not heard anything since. This dealership has no type of accountability for the TERRIBLE service they provide. Had they listened to me when I took my jeep in I would've probably not needed new rotors and break pads as I had switched them in October. I paid close to $1,000 in labor and parts and still had a HORRIBLE experience. I truly feel like they take women as a joke and are so dismissive to anything that is said. If I did not have a video to prove the noise my jeep was making they would've told me again breaks were fine. ONCE I GOT IN MY JEEP MY WINDSHIELD PHONE HOLDER WAS ALSO BROKEN. I tried to partner up with manager RICK and he no longer works there.. what is happening. THIS DEALERSHIP NEEDS TO DO BETTER TO ALLL CLIENTS BUT ALSO TO WOMEN. I've wasted so much time and have also taken off of work and this dealership truly does not value the time of their customers. read more

This has to be the worst experience I've ever had with a service. I purchased a Jeep wrangler from this location on 10/23/24. My sales rep sundae was amazing but service is Lazy and tells lies all the time. Since the 1st week I had my wrangler I had some concerns about the suspension of the vehicle I was getting some weird wobbling while on the highway took it in they couldn't figure the out the problem. As the problem started to persist I've probably been to their service department about 3 times one time they had my car for 3 entire days no progress! I took a video of the issues I was having service tells me it's brakes but not once looked at the vehicle again. Now service has had my vehicle since 1/14/25 they figured the problem was struts and some sort of stabilizer however now I have to use my extended warranty and pay my $500 deductible for something I've been complaining about since the 1 week after purchasing the vehicle. Now at this point it's 1/22/2025 I have really no updates on the "parts" they had to order! They NEVER answer the phone! I have to get updates from my Salesperson when it's not even her job to do that! I DO NOT recommend this service department! They lie especially when you are a woman, and they are super lazy! My advisor Ryan was great!! That's it's that's all! I'm super pissed and I will be getting someone else involved! read more

They will post a great deal on all the used car sites and even make an appointment with you to see it. They even "confirm" its availability before you drive an hour away on your only day off to see it. Then when you get there "oh darn it was sold just last night... how about we show you these other cars". Classic bait and switch tactic. Acting like in 2024 when a car sells it takes days for it to be communicated to management. Then when I refuse to look at any others they have the nerve to say next time you come in to view a vehicle "we'll go the extra mile to confirm it's still here". The extra mile? You mean doing your job to check if the car you're selling is in fact for sale? Any dealership that believes that's "going the extra mile" is a place you should steer clear of. Shady 1970s-1990s used car lot sales tactics here. read more

10/10. I couldn't be more satisfied with the experience. From the moment I walked in, Jacob's professionalism and knowledge were evident. He patiently answered all my questions and guided me through the entire process without any pressure. Jacob truly listened to my needs and preferences, helping me find the perfect vehicle that met both my requirements and budget. His honesty and transparency were refreshing, making me feel confident in my purchase. I highly recommend Jacob to anyone looking for a seamless and enjoyable car-buying experience. Thank you, Jacob, for your exceptional service! read more

**UPDATE** Went to go pick up my vehicle. After being told it will be ready by noon I picked it up around 2pmish. Waiting about 2hrs for "paperwork" to be finalized. As I waited in the customer service waiting area, numerous customers walked in without a mask! Not to mention Napelton employees also walking around and going into customer vehicles without a mask! I was then furious! I asked to speak to the manager but seemed "too busy" manager "corrected" the situation but as soon as I go back on the floor I still see the same thing. My customer service rep Steven I would give him 1 star on customer service. I did file a complaint with the CDC in regards to this establishment not following state protocol! Walking around no mask, allowing customers to have no mask an having your employees with no mask going in and out of customers cars is ridiculous! There i picture evidence and video evidence I took. IF YOU CARE ABOUT YOUR HEALTH AND MENTAL SANITY AVOID THIS PLACE!!!! If any work is needed on your Chrysler, Dodge, Jeep please save yourself the headache of this unprofessional establishment. Bringing in my car for simple repairs if you would like to call it that. (key and hardtop replacement). It took about 2 weeks to get parts in for my car. The service advisor said once they come in he will give us a call to bring in the truck. Never did! I had to call parts and service and check in and long behold parts had arrived couple days ago. I literally need to call my service advisor for ETA of repairs. They do not call you or update you on repairs or repair time, updates etc. Super unprofessional. I will NOT come back to this establishment nor recommend this dealership to anyone! Save yourself the headache and drive down the road to a better dealership with better customer service. I dropped off my truck for these simple repairs Sunday. It is now Tuesday and yet to receive a a status update phone call. read more