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We're glad to hear that everything was completed to your satisfaction, Jeffsr1961! Please let us know if there is ever anything else we can assist you with. Thank you, Sharnae Leachman Customer Relations Manager Ed Napleton Auto Group Sleachman@napleton.com (847) 298-0900 EXT 19212

Hi Toddfuja, we appreciate your honest feedback, as we are always looking for ways to improve. Falling short of meeting your expectations is not to the standards we strive to achieve, and we humbly ask for the opportunity to make this right. Thank you for providing this information so we can improve upon our services. We hope to hear from you soon. Napleton's Arlington Heights Chrysler Dodge Jeep RAM Regards, Marta Nilles Customer Relations Manager Napleton's Arlington Heights CDJR 630-782-9300 x2339/x2378 marta.nilees@napleton.com

General Update: On 2/10/25 Napleton Corporate provided a communication that stated "...because we value our customers and want to help find a resolution, we would happily work with Mr. Fuja to obtain a replacement cover at the dealership cost." Corporate’s response intially appeared to suggest that a replacement cover would be provided at their cost/expense. However, the vague wording led to multiple interpretations. To clarify, I attempted to contact Napleton Corporate 4–5 times over the course of a week, leaving my contact information each time and even a voicemail in one instance. Despite these efforts, I never received a single follow up response via phone or email. Due to the lack of communication, I resorted to sending a screenshot of Corporate’s response to the Napleton Arlington Heights dealership’s customer relations team for clarification. After several days, I finally received a text message stating "...after further review of this - corporate was saying that they can sell a bed cover at dealership cost meaning at a discount... not at the dealership costs." which turned out to be $1,395—more expensive than purchasing the same cover directly from the manufacturer for $1,308. In summary, Corporate’s response was initially misleading, no effort was made to clarify their position despite multiple outreach attempts, and the supposed “discount” was actually more expensive than purchasing the item independently. The lack of communication, follow-up, and a genuine resolution is highly disappointing.

Maryland Purchaser, It's disheartening to hear that you did not have a better experience at our dealership. We take our customers comments extremely seriously. It's important to keep in mind that the purchase that was made is on a pre owned vehicle. It is typical that there will be some ware, based on the previous owners up keep. However, its also important that our potential buyers have full transparency on the vehicle condition as well, to make an informed decision. We'd like the opportunity to discuss this with you. Please reach out to us at (847) 298-0900 ext 211 at your earliest convenience. Thank you, Sharnae Leachman Customer Relations Manager Ed Napleton Auto Group Sleachman@napleton.com (847) 298-0900 EXT 211

Hello, we're disappointed to hear of the negative experience you had at our location. Please reach out to me directly at 630-382-0339 or via email at DrivenToHelp@Napleton.com when you can so we can address this situation directly. Thank you and have a great day. Best regards Eduardo Rodriguez National CX Director Ed Napleton Automotive Group

Hi Steve, we're happy to hear you had such a positive experience with our team! Please don't hesitate to reach out if there's anything additional we can do for you.

Hi Jason, we're glad to hear our Staff took such great care of you! We hope we can continue to be of service to you down the road!

Hi, My name is Eduardo Rodriguez, and I am the National CX Director at Ed Napleton Automotive Group. First and foremost, thank you for considering our dealership for your new car purchase. There has been a gap in our communication during your recent interactions with our sales team. I sincerely apologize for any inconvenience or frustration this may have caused. Napleton's Arlington Heights Chrysler Dodge Jeep RAM, we strive to provide exceptional service and support to all our customers, and we fell short in this instance. We value your interest in our vehicles and appreciate the opportunity to earn your business. To address this situation promptly, I would like to assist you with any questions or concerns personally. Please feel free to reach out to me directly at 630-382-0339 or DrivenToHelp@Napleton.com. We are deeply committed to improving our processes and ensuring that such lapses in communication do not occur in the future. Your feedback is invaluable to us, and we would greatly appreciate any additional insights you can provide about your experience. Once again, I apologize for the inconvenience and thank you for your understanding. We truly value your interest in our vehicles and look forward to the possibility of serving you better and helping you find the perfect vehicle. Warm regards, Eduardo Rodriguez National CX Director Ed Napleton Automotive Group

Congratulations on your new car, Frankvitt! Thank you kindly for your amazing feedback. It is great to hear our Staff was easy and pleasant to work with. We understand it's a big decision where you purchase your car from, and we are grateful to have been chosen. Thank you again for choosing Napleton's Arlington Heights Chrysler Dodge Jeep RAM and we hope to see you again! Thank you, Sharnae Leachman Customer Relations Manager Ed Napleton Auto Group Sleachman@napleton.com (847) 298-0900 EXT 243 & 211

Hello, thank you for taking the time to leave us feedback about your experience with us. We'd like the opportunity to turn your experience around. Please reach out to us at (847) 298-0900 at your earliest convenience to discuss how we can turn this experience into a positive one.

Hi Melissa, thank you so much for taking time to write this review. We are sorry to hear you are experiencing mechanical issues with your vehicle. I would like to mention that customer satisfaction is of our outmost importance, which is why we have a thorough process in place for all of our sold customers. After your purchase there were many unsuccessful attempts made to contact you. We finally spoke with you on 6th of January 2023 where you expressed how great everything was with your vehicle. Multiply follow up were made thru out the pass year and a half but unfortunately we were only able to leave voice mails in hopes of receiving call back. The first record of you contacting the dealership the dealership was on February 12 2024 where you requested warranty information because your check engine light recently went on. Please feel free to give us a call if you need any additional information on extended warranties you have purchased for your vehicle. We will be happy to provide that. Regards, Marta Nilles Customer Relations Manager Naplwton's Arlington Heights CDJR 630-782-9300 x2339/x2378 marta.nilles@napleton.com

If you are all about best servicing your customers then why didn’t you call me back to resolve this situation. I have my warranty information, and that’s not what I’m requesting. If you read my compliant or spoke to your team regarding the issues I’m experiencing with my Jeep you would understand that I have been experiencing electrical issues that are making make vehicle unsafe to operate. I’m asking for it to be fixed. My Jeep had over 80 error codes when it is brought in to be serviced. This is unacceptable for a vehicle that was just purchased. Don’t waste more of my time. Pick up the phone and have the curtesy to call me back.