Napleton Auto Werks — Local services in Springfield

Buying experience was acceptable (nothing special, they don't exactly go up to bat for you, but no major complaints), and my service experience was terrible.

2017 GTI - small scratch in paint in new car, and rattle in speaker. Brought it in to have issues resolved. They give me a loaner car and I pick it up the next day. They say the speaker issue is fixed and the existing paint defects are fixed. I start the car up and take a listen and find that there is no difference. The speaker issue is the same, despite them saying specifically that they put some kind of rubber or foam strips to dampen the rattle. I drive the car right back in to the service garage and notify them that the issue is not fixed. They respond by saying 'we were supposed to have a speaker ordered or something along those lines, despite them saying that the issue was fixed and making no mention of this until I came back. While I'm waiting for the service guy to figure out what's going on, I notice a new scratch in the paint, on the lower part of the front bumper it's much worse than the small paint scratches that the car came with, and they weren't there before my visit. It's not that big of a deal, as long as it gets fixed (quickly is a plus). Unfortunately the touch up guy is only available on Tuesdays, so I will have to wait. They state 2-3 days for the speaker to come in and they'll call me when they have it. So I wait a week and a half, and hear nothing. I give them a call and of course they've had it for a week already. I schedule my next repair for the following Monday, and specifically mention the paint damage as well. When I come in, I have to remind them of the paint repair. As they previously mentioned, the touch up guy is only available on Tuesdays, but they say they can do it anyway. When I pick the car up later that day, the speaker is finally fixed - thank god - but the paint is not. They did something to it, which was applying paint (or some kind of rubbery resin) to the scratches. This stuff is completely not smooth and the color is totally off. It looks like someone took jelly and tried to fill in the scratches. The service guy already knew this and brought it up before I did, but if they were going to do such a horrible job I would prefer they just waited. So I have to schedule yet another service appointment. Maybe this time I'll be done. I definitely wouldn't recommend getting any service work done here based on my experiences, and the buying experience didn't...

Brought my 2008 Evo X in for a couple basic recalls. Ended up having to make multiple trips back (dealership one hour away) due to incompetent techs who failed to properly bleed the clutch after replacing the cmc. Initially was told the techs tested the car and it functioned how it was supposed to (I could push the clutch to the floor with almost zero effort with my hand, sure). Was provided a loaner car with an agreement to return the vehicle with the same amount of fuel it was given to me with. I brought it back with an extra gallon in it, the receptionist (Kendra, I believe) came up to me and had a bit of an attitude asking “are you going to put fuel in it, or should we have a tech do it?” Totally caught me off guard as we verbally agreed to the amount it needed to come back with, but whoever filled out the documents didn’t know fractions or how to read a fuel gauge apparently. I didn’t even want the fight and said have a tech do it, I didn’t even care about the 4 dollar a gallon charge or whatever it was. Soon after that exchange she apologized and told me I did bring it back with the correct amount, so I appreciate that. Did not like how I was approached initially though. A couple weeks later I notice that the clear coat on all four of the Brembo brake calipers by the bleed nipples was peeling severely. This car is not a track car, it is garage kept, and barely driven with roughly 55k miles on it. I had to check my service receipts and sure enough the tech bled the brakes with DOT 3 fluid which is extremely caustic and couldn’t be bothered to hit the calipers with a spritz of brake cleaner. I have sent pictures to the service department and was a told a case is being opened for this (September 13th). I have since reached out on November 13th to request if there had been any movement on this case to no response. At this point i cannot recommend anyone to bring their vehicle here for any kind of work or servicing (if you are expecting your vehicle to be treated and worked on as you would yourself). This dealership also sells and services porches as well. I would hope they would treat these cars with greater attention than they did mine, but who knows. Guess I learned my lesson about taking any of my vehicles to the dealership and would have been better off doing the work myself. 2 stars given because Steven Johnson was a pleasure to work with, even though he hasn’t responded to my email on...

I went here to look at a used car. After test-driving it, I decided it wasn't for me, but I asked the salesperson to keep an eye out for something I might like. The next morning, I woke up to half a dozen text messages from the salesperson with new options, including one they had apparently chosen for me and ran my credit for a loan without even talking to me first.

I told them I wasn't really interested in that vehicle, but may be interested in looking at another vehicle they had sent to me. They told me it was a higher price than the one they had picked out, but I informed them it was listed for $1,000 less. Then they said it was over 100,000 miles, but I told them it was listed for 93,000 miles. After that they told me they didn't want to ask the bank about it because they were afraid it would hurt my interest rate.

They kept pushing to sell me the vehicle they had picked out. That vehicle was $3,000 over my budget, had a much higher payment than I wanted, and was smaller than what I needed, so I was very confused as to why they were pushing this particular vehicle so hard and failing to listen to my requests for them to check out the other vehicle for me.

I ended up telling them to not worry about finding me a vehicle, and they told me my specifications were too particular and I wouldn't be able to find what I wanted. I told them I wasn't in a hurry, so I could afford to be picky. They then continued to pester me with questions, like, did I want to look at sedans? I did not.

I felt pushed and rushed and dismissed all at once. What bugged me the most is that they ran my credit without permission and without even talking to me. That seems like a very shady thing to do. I will most definitely not be purchasing a vehicle...