Napleton's Schaumburg Subaru

Napleton's held my money and car hostage for over a month! PLEASE READ BEFORE VISITING NAPLETON'S SCHAUMBURG SUBARU... I purchased a pre-owned vehicle from Napleton's Subaru of Schaumburg. The vehicle was d PLEASE READ BEFORE VISITING NAPLETON'S SCHAUMBURG SUBARU... I purchased a pre-owned vehicle from Napleton's Subaru of Schaumburg. The vehicle was described as in great working condition without any defects. The sales person (Mike Krummick) noted that the vehicle had passed a complete rigorous inspection before being offered for sale. My requests to take the vehicle to a mechanic for testing were denied on multiple occasions. After purchasing and driving the vehicle for a few days the check-engine-light appeared. I took the vehicle to a reputable mechanic near my home. After inspecting the vehicle and running computer diagnostics the mechanic informed me that the vehicle was showing a number of serious mechanical (engine) issues which needed to be addressed ASAP to avoid engine damage. The mechanic provided me with the error code readings and an estimate for the repairs. The mechanic also stated that the error codes have been stored in the vehicle's computer memory and had appeared in the past. The repair estimate was for more than half of the value of the vehicle and included removing the engine. I was in disbelief. I returned to the dealer with this information. I was open to either an exchange for a comparable problem-free vehicle, a full refund, or a repair within a reasonable period of time. The dealer had no comparable vehicles in store and instead tried offering vehicles in sub-par condition (body damage / spray paint) or with significantly higher miles (nearly 50,000 above the vehicle I originally purchased). I declined. The dealer than said that they may cancel my financing agreement with the lending provider but that any cash that I have put toward the vehicle ($3,500) could not be returned and that since I drove the vehicle off the lot, it has devalued (the vehicle was driven for less than a week and has less than 100 miles incurred). Again, I was in disbelief. The dealership then informed me that since this was a safety issue (serious mechanical problem), I could not drive off the lot, and the sales manager took my keys. After a 15 min. conversation General Sales Manager Mike Spencer informed me that he had no time to help. He was extremely uncooperative and at times disrespectful, telling me that I was wasting his time, and on numerous occasions rudely saying "This conversation is over!" and walking away. I pleaded for a loaner vehicle until the problem was resolved or my money returned…I was told that Napleton’s does not do loaners for pre-owned vehicles. I was now without any form of transportation and without the thousands I had put down toward purchasing the vehicle. I left the dealership in disbelief. Numerous calls and messages left for the service department, sales managers, and even the GM Chris Napleton went unanswered…my calls were being screened. I then contacted the IL Attorney General’s Office and filed a formal complaint and requested that the bank providing financing for the vehicle unwind the loan. Napleton’s Schaumburg Subaru did nothing to alleviate the situation, instead they held my money and vehicle hostage…all while I was using Uber to take my 5 yr. old daughter to school and the doctor (this went on for over a month)… Shame on you Napleton’s Subaru! More

Poor delivery of a new Outback Bought a new Touring Outback a few months ago, got a good price I think but had to bring back next day for issues I saw later. Service manager was goo Bought a new Touring Outback a few months ago, got a good price I think but had to bring back next day for issues I saw later. Service manager was good he did work himself. I bought a lot of new cars in my days and they always had a delivery check list, not here. I wasn't even sure if they checked fluids. Well its my second Subaru bought first one at other dealer so I guess I will get service done else where. Plus I spoke with girl service writer and she didn't seem to know much and or care about my questions I had about aftermarket parts I want. More

Poor service and no communication I had an appointment at I want to say 5pm on a Tuesday (the same week as the 4th of July). I arrived at around 4:50pm and waited in the service bay wh I had an appointment at I want to say 5pm on a Tuesday (the same week as the 4th of July). I arrived at around 4:50pm and waited in the service bay while the only customer service that was there made small talk with another customer, completely ignoring me. I waited for 10 or 15 minutes before another person came and even acknowledged that I was even there. I came in for an oil change and tire rotation as well as servicing the factory recall on my cars stereo. I was told my car would be ready to pick up that night. an hour and a half goes by and I hear nothing so I call and get sent straight to voicemail, I assumed they were busy and left it. About 35 minutes after that my girlfriend calls and gets the same thing, and then she called the sales department and found out that the service people had left for the day and never notified me even though they had emailed me, texted me and called me that same day to remind me of the appointment. The sales department found that my car was ready for me to pick up and said that they could do the billing even though the service department was gone. We get there and the sales guys decide that was the proper time to try and train a new person how to do this billing meaning that it took even more time. They did appologize and gave me a card with the service bay managers info to contact him. As I am driving home I hear my brakes squeeling badly, which wasn't happening before the service appointment and shouldn't be happening as my 2018 impreza only has 14,000 miles on it. We emailed the manager explaining all of our issues including the fact that had I not gotten my car on tuesday I would have missed work wednesday which would have disqualified me for holiday pay on thursday and my work closed down on friday due to low attendence, so I would have missed 3 full days of pay because of their poor communication. We emailed him about the brakes squeeling and asked nicely if he would make an appointment to check if they damaged my rotors or knicked my brake pads. We have not been responded to. More

Nick is great I leased a new Subaru and they found car that I wanted and brought it in.. Nick was very easy to deal with and has been very responsive even after a I leased a new Subaru and they found car that I wanted and brought it in.. Nick was very easy to deal with and has been very responsive even after all was signed and delivered. More

Great dealership I worked with Russ in sales and Charles in finance. They were great to work with and made car buying enjoyable. Car buying and dealerships can be over I worked with Russ in sales and Charles in finance. They were great to work with and made car buying enjoyable. Car buying and dealerships can be overwhelming. I would highly recommend working with these gentlemen. They were willing to work with a reasonable offer. More

Count your keys Purchased a 2016 Subaru. Only after the paperwork was signed and I was taking delivery was I notified that I was being given only 1 key for the car Purchased a 2016 Subaru. Only after the paperwork was signed and I was taking delivery was I notified that I was being given only 1 key for the car. I was given assurance that they would find the other keys. A few days later I followed-up and was told not only hadn't the keys been located, but I was now responsible for getting additional keys at a cost of $150+ per key. I discussed my need for an additional key with the salesperson and sales manager and was told that keys were not their responsibility. They would provide a key to me, at my cost. Beware of this dealer, if they are willing to lose a customer (and everyone I talk to) for life over $150 key, they can't be trusted, More

Great sales dept., skip service there Never a problem with their sales people. I do however have to say beware of the service department. I had service change oil and check car prior to tr Never a problem with their sales people. I do however have to say beware of the service department. I had service change oil and check car prior to trip. After driving 6 hours I heard a loud pop. The oil drain plug came loose in Missouri. Napleton service obviously never torqued it down properly. This meant a tow by AAA. No Subaru dealers in area so was taken to GMC dealer. They did a great job checking out car for problems. Got going again following morning.So add price of towing, lost time, and an unplanned motel stay to my trip. Call it an extra $250! High price for oil change! More

Good Guys My salesman Nick was not pushy, super helpful, incredibly knowledgeable and easy to talk to. Max my F&I guy was also the same. great team here, defini My salesman Nick was not pushy, super helpful, incredibly knowledgeable and easy to talk to. Max my F&I guy was also the same. great team here, definitely would recommend them. I leased a new car 2019 Ascent. Most people i talked to before here barely knew anything about it because it just came in. So when as a consumer i walk into a dealership to talk to you about your product and i know more than you, that's a problem. not here, they were on top of it. Very happy with the service. The only complaint i have and its not on them, is don't buy a car late at night, i didn't get my full exit detail delivery and it was a pain for a few weeks before i got back to go over all my Q & A's that i had about it. I ordered some items and we must have all been so tired, it wasn't in writing anywhere and i was blindsided when i had them installed and got the price. Feel that quote should have been in writing somewhere. But again, it was a late night. Their customer service follow up is also wonderful and feels very personal, not like your normal sales. Definitely coming back. Maybe next time, they will have a larger location, it is a bit small and hard to get in and out of. but that doesn't change the service. Went to the service dept and Keith was also wonderful. They have a great staff! More

Service department is whack I have a 2017 BRZ and the battery strap was loose so eventually after making enough turns in the car one of my positive leads broke off from fatigue. I have a 2017 BRZ and the battery strap was loose so eventually after making enough turns in the car one of my positive leads broke off from fatigue. Called to make an appointment to get the car looked at since it’s under warranty. 30 minutes on hold I get ahold of someone and make an appointment. Yadyada they see what needs to be done and order the parts. Another dreadful phone call later and I’m there to get it fixed. Guy said it would take an hour. 2 hours later I call and he goes “you beat me to it!” xxx? So I go to pick it up and check their work in the lot and low and behold, the battery strap is there but the positive lead is not fixed, just attached to the battery by a couple of the wires little copper strands. I had to shake my head and figured I’d just fix it myself I’m done with this xx. The service department is trash I’m not even sure they know how to work on cars properly. More

Waste of money Bought a 2005 BMW X3 preowned from this dealership, 300miles later the transmission went. bougHt the car for 4,500 and a bmw transmission is basical Bought a 2005 BMW X3 preowned from this dealership, 300miles later the transmission went. bougHt the car for 4,500 and a bmw transmission is basically the same price. Needless to say I got scammed. More