Napleton's Schaumburg Mazda

UNETHICAL At the time we purchased the CX-9 (December 2011) at NAPLETON'S SCHAUMBURG MAZDA, we were offered a "Mazda Advantage" pre-paid maintenance program and At the time we purchased the CX-9 (December 2011) at NAPLETON'S SCHAUMBURG MAZDA, we were offered a "Mazda Advantage" pre-paid maintenance program and provided with the brochure. We decided to add both the service plan AND an extended warranty program charges to the purchase of our CX-9. After moving out of state in January of 2014, we took our vehicle to the local dealership for the recommended maintenance. It was then that we learned WE DID NOT HAVE A "MAZDA ADVANTAGE" maintenance contract. We were told that the prepaid service policy was solely for scheduled maintenance performed at NAPLETON'S SCHAUMBURG MAZDA. TIM VICKEN, a manager at NAPLETON'S SCHAUMBURG MAZDA, was contacted by telephone immediately to help us resolve the mater. We faxed him all of the "Mazda Advantage" information that we were provided with at the time of purchase. TIM VICKEN never returned any of our calls, nor did he respond to the weekly faxes we had sent him. After the first (and only) telephone contact we made with him - he never accepted our calls, nor did he return our calls. In April 2014, we made the 4 hour trip to Schaumburg in order to speak with someone in person at the dealership. After having us wait for over 30 minutes, TIM VICKEN finally came out to the showroom to speak with us…and claimed that the matter had been resolved long ago! Two weeks later, and with the help of Mazda USA, we were finally able to obtain the product that we had paid for in December of 2011. To add insult to injury, in early May 2014, TIM VICKEN mailed us documents (contract) stating that our extended warranty plan had been changed from the "Security National Auto Protection" plan to the "Mazda Extended Confidence Plan". In November 2014, we needed to use the added protection - and when we called the telephone number provided in the contract, Mazda told us the dealer had not paid for any such extended confidence program. We then contacted Security National, the previous carrier, and were told that our plan was cancelled for non-payment from the dealer. NAPLETON MAZDA and MR TIM VICKEN ARE NOT THE FIRST AUTO DEALERS OR INDIVIDUALS THAT SELL SUCH PRODUCTS AS MAINTENANCE PLANS or EXTENDED WARRANTIES, AND THEN DO NOT ACTIVATE THE PLANS AFTER THE CONSUMER HAS PAID FOR THEM. THEY SIMPLY CHOOSE TO NOT PAY THE PROVIDER, THEREFORE THERE IS NO CONTRACT. I'VE SINCE LEARNED THAT THIS CAN BE A FAIRLY COMMON PRACTICE. WE ARE CURRENTLY WORKING TO RESOLVE THE ISSUE OF OUR EXTENDED WARRANTY, BUT ANTICIPATE A VERY LONG WAIT IN BEING ABLE TO DO SO. There are many reputable auto dealers, and it's a shame that a business like NAPLETON'S SCHAUMBURG MAZDA exists. We are taking every step available to us in hoping for an investigation into their unethical practices. If you've had a similar experience, please take the steps necessary to call attention to NAPLETON'S poor business practices. As the manager, TIM VICKEN is obviously without ethics, and increases the bottom line by selling products they have no intention of providing to consumers. More

Bait and Switch - Beginning to End - Buyer Beware In short, the availability of the car was bait and switch, the initial offer-price was extremely misleading, he dangled my purchase rate and financing In short, the availability of the car was bait and switch, the initial offer-price was extremely misleading, he dangled my purchase rate and financing unless I purchased their extended warranty , and he is still dangling the agreed upon accessories until I submit a customer-service-index survey. We knew exactly what trim, color, and options we wanted. Unfortunately, our local dealer didn't have it on their lot and had to swap from 500 miles away. Napelton's informed me that they not only could beat my local dealer's price, but that they had the exact car we wanted on the lot. We drove the extra 30 miles to Napelton's to find out that they didn't have the car, and that their offer price assumed all rebates and incentives that I did not qualify for. They would also have to swap for the same car that my local dealer. Napelton's price was still lower than my local dealer, so we asked them to move forward with the swap. The very next business day, we find out that the car is no longer available. The only thing they can find is another car but with remote start. I couldn't justify paying the extra cost they were going to charge me, so I asked for additional accessories (all-weather floor-mats and a cargo map) to help offset the additional cost. They agreed to overnight them to me but only after I complete the post-purchase customer-satisfaction-index survey. I agree and come into the dealership for delivery. Was brought back into the financing room to meet with Rocco. He informs me that since the car is no longer what we agreed upon and now has remote start, they have to add to our originally agreed-upon price. I comply. However, I was then told that because it is a whole different car than originally agreed-upon, I have to purchase their extended-warranty in order to qualify for the agreed-upon financing rate and purchase-price. If I don't take the extended warranty, he will raise the purchase price and the financing rate. More

Best experience @ dealership From the start Rene had provided any information I needed on my vehicle and a major help! Rocco in finance really knows what he's doing! Both gentleme From the start Rene had provided any information I needed on my vehicle and a major help! Rocco in finance really knows what he's doing! Both gentlemen treated me with outstanding care and respect! I highly recommend them to deal with! More

Horrible service & sales practices They did not repair my car as promised. Their answer was "it is good enough" . Purchased the extended warranty, little did I know they sold me theirs They did not repair my car as promised. Their answer was "it is good enough" . Purchased the extended warranty, little did I know they sold me theirs and NOT Mazda's so I now have warranty work and just found out I have no choice but to go back to their sub par workmanship More

They were plain rude. Kept us waiting for 10 minutes before someone even acknowledged we were in the store. The new salesman was good but he had no idea what to do with the rudeness of his fellow sales before someone even acknowledged we were in the store. The new salesman was good but he had no idea what to do with the rudeness of his fellow salesmen, as he was the 'new' guy. They did not seem interested in selling us the car we liked. Negotiating was a joke. The poor new guy was sent back-n-forth a couple times and they reduced the price by $200 and expected us to jump at the offer. We walked out. There are plenty of other dealers to choose from, one doesn't need to be subjected to these guys' rudeness to buy a car. More

Bought a Car from Allen Nieves last week. he was very helpful and I love my new car. Would recomend this dealership to my friends who are looking for a new car and awesome treatment! helpful and I love my new car. Would recomend this dealership to my friends who are looking for a new car and awesome treatment! More

In the market for a new sport compact. Have recently been test driving a number of different cars that fall into this category. Upon recently visiting this dealership, I was greeted appropriately, but been test driving a number of different cars that fall into this category. Upon recently visiting this dealership, I was greeted appropriately, but things went downhill fast. I told the salesman Marty which cars i've been researching - wrx, vw gti, ford focus st, and the mazda speed3 and am trying to narrow it down. After some discussion and a chat with his manager, Marty comes back saying they don't allow test drives until a price is agreed on and paperwork signed. He goes on to tell me a sob story about having to teach some customer how to drive stick! It would be quite evident if the person can drive a manual or not in the first few minutes behind the wheel. I can understand keeping the miles low. However, this is a mazda we're talking about not a Ferrari or some other high performance and rare car. More importantly, how can they expect to sell a car if a customer can't drive it. I was not prepared to discuss any numbers at that time as I haven't chosen a car yet. It would be completely pointless to waste time researching deals and offers until a specific car is decided upon. I realized at that point dealing with this place would be a dead end. There are other mazda dealers in the area, so I don't think getting a test drive is that big of an issue. If this policy is consistent between with other mazda dealers, then there's little reason to even consider it. It is unfortunate this how they choose to do business. Buyer beware and don't be afraid to say no/walk away from such strong arm tactics. More

I brought my 2007 Pontiac Grand Prix in for a transmission problem. I purchased the car with an extended warranty. Charlene was my first contact, she got the car in and I had a brand new loaner c transmission problem. I purchased the car with an extended warranty. Charlene was my first contact, she got the car in and I had a brand new loaner car to use while mine was being repaired. Long story short, the transmission was rebuilt but still had a problem. The transmission was eventually replaced. The point of this review is that, even though I had to bring the car back a few times, they worked with me on resolving the issue with a great attitude and determination even though I did not buy my car from them. I own two Pontiac's and have had them both serviced by this dealer. they do great work and I would recommend them to anyone who needs service. One last thing, Robin the cashier always with a smile on her face and was always very helpful with getting the loaner car set up. A++++ on service and friendliness. More

The worst place to buy car.They are rude and they are liars.Look what you sign.Do not do there if you do not want have problems. liars.Look what you sign.Do not do there if you do not want have problems. More

Let me start off by saying that car buying is NEVER fun, I'd rather get a root canal. It's even worse when buying used cars, which is what we were buying. After 2-weeks of bad test drives, liars and other I'd rather get a root canal. It's even worse when buying used cars, which is what we were buying. After 2-weeks of bad test drives, liars and other various, bad experiences, we decided to shift gears and look at Mazda. I previously owned a Mazda MPV (which I bought brand new). We arrived at Napleton's to test drive a used MPV they had listed on Autotrader. Wes greeted us with a friendly, laid-back introduction. We arrived at the car to discover that the body was a disaster, it looked like someone had taken a key to both sides, all over, it was not pretty. I kept an open mind and drove the car, wow, it was a great drive, just as I'd remembered. This told me that the dealership must not be in the game of selling bad used cars. Mechanically this was a great deal. We went back into Wes' office to discuss our options and the GSM, Tim, came over. He could see that we were hesitant because of the body work that would be needed, which the dealership was willing to do for us. He offered a newer model at the same or better price. We took it out, again, drove like a dream, mechanically solid....we were sold! Eventually we came to an agreement on the price, a price which I feel was very fair. A few side-notes 1. We were very worn down from shopping so we did not take it to a mechanic before buying....shame on us. 2. We will have to get the alignment done - it's off a bit 3. The car doesn't have the owner's manual - they put the owner's manual case in the glove box, but it was empty 4. The GSM told us he had the car on the internet for $7995 but would give it to us for the same price as the first car. What he didn't tell us was that the car was on the internet as a special for significantly less. That said, I'm glad we (my husband) drove a hard bargain. Sales people are sales people 5. It was nice to see the GSM and salesperson working together. The GSM and salesperson really worked as a team, it was great to see this type of interaction. All in all this was a great experience, I would come back to this dealership for our next purchase. I feel good about our purchase and I would recommend anyone to give them a shot, especially in this oversaturated used car market...it's brutal out there! More