Napleton's Schaumburg Subaru
Today 9:00 AM - 6:00 PM
Customer Reviews of Napleton's Schaumburg Subaru
Review type:
59 reviews
Sort by:
The Sales Staff Lied and Did not Honor a Buying Service Agreement
by JackHandy on 07/01/2018On Friday June 29, my wife were shopping for the new Ascent. While at Napleton they had in stock a car we were willing to purchase. Having access through my employer, to true car dealer quote network I got a price sent from Napleton,… prior to signing any papers that referenced the model we were negotiating on. When I presented their price to them the sales person told me "We will never give you that price, even if you ordered it and waited, this is a hot model and we can sell all we can get." This might be the only true thing that came out of Matt's mouth during our visit, but I also had been sent a binding price quote. Regardless of how low a price I could get from Napleton, after this encounter I could not do business with such dishonest and disrespectful a company. I have looked at several showrooms and all but Napleton treated my wife and I with respect.Great car buying experience
by Forester2018 on 05/01/2018I purchased my first Subaru, (2018 Forester), yesterday at Napleton's. Robert H. was my salesman, and he was a pleasure to work with. From start to finish, I never felt pressured or uncomfortable. Robert went out of his way to make sure… that I got the vehicle I wanted, answering all of my questions along the way. Unfortunately, the exact model I was looking for was not in stock at Napleton's. But, Robert informed me that there was one at a different Subaru dealer, and that he was willing to go get it for me, which he did. Awesome! Throughout our deal, Robert remained cool and calm and maintained a great sense of humor. He also went out of his way to make sure that my wife and I were comfortable throughout the day, which we really appreciated. Just wanted to say thanks again to Robert H. and the entire Napleton's crew for a great car buying experience. J.Buyer Beware - Career [non-permissible content removed]
by Katie32392 on 01/14/2018Its disappointing places like this still exist. The staff is short sighted, aggressively focused on making the next sale versus the bigger picture of repeat sales. If I had a great experience, Id be back! Unfortunately, that was not the… case. I will never buy from here again. Research shows one disgruntled review represents 26 angry customers who choose to remain silent. So please take this review seriously if you are contemplating purchasing here. The details as to why I wouldnt recommend this dealership to anyone are below, feel free to read on. I bought a used Honda here. When I arrived to test drive, the check engine light was on. Since I was purchasing the car as is, I was skeptical of the light. The salesman and the service manager assured me repeatedly it was nothing major and it was only on because the engine got wet when they were cleaning the car. They turned the light off. I then test drove the car and all seemed fine. When I returned to the dealer, the ordeal of negotiating and working with them took HOURS - so long that the banks closed. It required me to return the next day to finish up the paperwork. This took hours AGAIN no one was prepared. When we FINALLY finished the paperwork it was again past closing time, we were escorted out the door as they locked up. I started the Honda, which had been sitting for a day and the check engine light was on. It was too late to go back in because all the mechanics were gone, sales team left and all the paperwork was done. I decided to drive home and deal with it in the morning. The next day they called to let me know some of the paperwork didnt go through and that I would need to return to finalize the sale. In the meantime, I brought it to a Honda dealership to have the light checked out. The Honda dealer provided a report detailing a list of serious mechanical errors totaling over $1,800 to repair. I brought the car back to Napleton Subaru and told them I would not finish the paperwork unless they were willing to fix the car or cover part of the repair cost. They had my car nearly two weeks. During this time, they refused to return any of my calls. Somehow they pushed the paperwork through without my knowledge. They called to let me know I should pick up the car nothing was fixed. I would not wish it upon anyone to feel as violated and powerless as Napleton Subaru made me feel. It is illegal to turn a check engine light off and lie about it. This dealership is unethical that fear people have about sleazy used car salesmen ripping you off yeah, that comes true here. Napleton Subaru, if you are reading this, below are some facts and helpful tips about customer service that can help you treat your customers better, not to mention your bottom line. News of bad customer service reaches more than twice as many ears as praise for a good service experience. It takes 12 positive experiences to make up for just one negative one. It is 6-7 times more expensive to acquire a new customer than it is to keep a current one. 70% of buying experiences are based on how the customer feels they are being treated. 91% of unhappy customers will not willingly do business with you again. Resolve a complaint in the customer's favor and they will do business with you again 70% of the time. Americans tell an average of 9 people about good experiences, and tell 16 (nearly two times more) people about poor experiences. 24% of American adults have posted comments or reviews online about the product or services they buy. For every customer who bothers to complain, 26 other customers remain silent.Excellent
by Zpattalio on 12/08/2017updated 12/26/2017Wonderful services! Everyone there is very helpful and will make sure that your walking away happy. My sales guy John Carlson was awesome with finding every way possible to make sure I was getting the car I wanted. He had a great… personality as well as their finance manager George. John was very patient with me during the whole process. It was overall a great experience!New car purchase
by Gpoticha on 04/01/2017Dealership was fantastic. Last day of month and the service was personal. Mike was fantastic. I recommend him if you are buying a car.Subaru Product Experts
by desmo73 on 12/30/2016Went to Napleton Subaru interested in a new Crosstrek. Although I had spent hours and hours reading reviews and more of the Crosstrek online, this would be my first time checking one out and test-driving one in person. Nothing is more… annoying than knowing more about something you are looking to buy for the first time than the person selling it to you. This was absolutely not the case here. Caesar was a true Subaru product Expert! He very clearly was able to both demonstrate and explain every feature about the car I could come up with a question for. I asked if ti was true that the Crosstrek came with a different center differential depending on weather it was a manual or CVT transmission. He confirmed it and was able to explain it. I asked him will the infotainment system work nice with my iPhone. He asked for my phone , paired it via Bluetooth and demonstrated every feature I asked about. Besides the normal drive around town, he also suggested we try the car out in a local parking lot so i could see just how great it did in small spaces. When demonstrating the back up cam he was able to tell me the distances for each of the colored marks, and how best to use them. He knew all the most important numbers from the spec sheet ( HP, Torque, MPG, Fuel Capacity, Turning Circle etc. This kind of knowledge in a Salesperson is very very hard to find. I told him my purchase was still a few months off and he was still incredibly helpful and didn't rush a thing. When its time to buy, you need to give Caesar a try. You will be happy you did.New CPO Forester Purchase
by Geologist7 on 03/04/2016I bought a 2014 forester in the beginning of February, Miguel and John did an outstanding job! They were extremely friendly and welcoming, and the overall experience was like joining a new family. I wasnt pressured into anything, this was… my second car purchase and they made it a really great time! I love going back to the dealership and talking with them! My keyfab went missing before i picked up my car and they tore apart their dealership until it was found. Received a complementary 500$ parts certificate i didnt know i was going to get for signing up for the extended warrantee. Free car washes for the life of my vehicle too! If you want to go to a dealership where you arent just another signature this is the place! Outstanding service![non-permissible content removed]
by Tommyboy708 on 11/22/2015I recently purchased a 2014 Lexus IS 250 at Napleton's Schaumburg Subaru and I have to tell you , it's guys like this this that give dealerships the bad name.The vehicle had only 14k miles and was a clean car overall under the factory… warranty. The tire pressure light was on and they ensured me it was just low on air or if it's a sensor that they will replace it. Turns out the sensor was aftermarket and faulty and they wanted nothing to do with it after the final sale . Than I go back to my original bill of sale and all the numbers were higher than what we agreed on. I know the dealership is a place of business and they need to make money, but why lie about everything you say and do. This is the primary reason why buying a car is such a negative experience. I purchased many cars from dealerships around the nation and this dealership is one you want to AVOID AT ALL COST!!! They target hard-working Americans and pinch every single penny they can for their own benefit. I had no problem letting them make some money on my trade, and I didn't even negotiate the selling price of the Lexus and yet I still got taken advantage of. I would not recommend this dealership to anybody and please read the reviews of dealerships before you go in and make a purchase.Smooth Sales Experience, great salesman
by Scoop919 on 09/19/2015George Poulos sales manager introduced me to Jeff Treadwell Sales Consultant. I ordered a 2016 Subaru Legacy because I wanted a car that I knew would be safe and dependable. Jeff was VERY knowledgeable about Subaru and the models. he… took the time to review all manuals and features in the car. I am not tech savvy and it will take me a while to learn how to use everything LOL. George Egan the Finance Mgr made the finance process easy. cant say enough about Jeff; not the typical fast talker salesman. he was patient and thorough. I am looking forward to driving this car for many years.Napleton Subaru
by nicholasrj on 08/18/2015updated 08/27/2015vehicle works wellGreat Car Selection and Terrific Service
by Anna_W1975 on 08/14/2015I went in to lease a Subaru and wasn't sure which type I wanted. I had never owned a car before and needed a lot of help choosing which car would suit my needs. The sales person who was helping me, Jeff A. was friendly, knowledgeable, and… very patient with me and had me test drive all of the cars that I needed to try until I found a car that I felt most comfortable in. Jeff was answered all of my questions and I was able to quickly figure out which car was best for me. Overall, I had a great experience at this Subaru dealership. Recommended! You will definitely get great service and the right car for you (especially if you ask for Jeff A.).Awesome Service
by isaiv1 on 05/09/2015Wow- can't say enough good things about the Great Sales experiance I had at Napleton's Schaumburg Suburu; while on my journey to purchase a new 2015 Subaru Crostrek. My Sales Specialist, is Trisha Carrick. She was just an awesome person.… She was very knowledgable, kind and genuine during my whole Sales experiance. Great Listener! We negotiated after hours and they were very much interested in getting me the best deal possible and very attentive to my needs. A shouout to :"Marcin", a Manager who was very human and ready to help througout. I also want to thank them, as they picked me up at my workplace (about 18miles) from the dealership. They really care about their customers and this makes all the difference. Congrats to all their Ownership Team, as the whole place is very well organized and clean. Keep up the good work. Isai Velazquez - Suburu Owner for LifeInternet Search
by wiseLADY on 03/03/2015I had been researching Subaru Forester models for about a month off and on. Each time I requested Price Promise information the sales staff at Napleton's Schaumburg Subaru responded quickly and patiently by email and by phone to my repeated… requests about different models. They were professional and informed about their product. Even though I eventually purchased my Forester from a dealer closer to my home, their contact with me was professional and friendly and they thanked me for allowing them to participate in my search.Avoid this hellhole at any cost.
by Baetjka on 03/02/2015If there was a way to give negative stars here I would have. This was absolutely the worst shopping/ car buying/ customer service experience of my entire life! Having read Yelp reviews of this place before arriving I thought the comments… were a joke. The only jokes were the staff and management at Napletons Schaumburg Subaru and their policy of buying a car without being able to test drive it. Having spent a pleasant day with my boyfriend test driving luxury cars at other dealers, we decided to end the day test driving the WRX. We should have quit while we were ahead. After walking in and having at least one employee deny he even worked there (he was wearing a Napletons embroidered shirt) we sat down with a sales consultant. Not sure you could call her that as she not only would not listen to what we were saying but knew less about the cars in question than my 2 year old nephew. When we finally got to see the car we wanted, we were informed that we could not test drive it until we went through the financing options. The reasons given were just plain ridiculous: 1) We do things back to front. (You mean backasswards? Buy a car then drive it?) 2) People have died in Subaru test drives. (Ok?...What does that have to do with financing?) 3) WRX drivers dont want to buy a car that has miles on it. (I had a WRX purchased elsewhere for 11 years and while I loved it, this isnt a Lamborghini or even an Audi. Maybe a dealership should have more than one of a car to use for test driving?) In the end we were presented with numbers and asked that if we drove the car and like it would we be purchasing the car that evening? Being intelligent human beings who want to think about our options we said no. We were then informed with no tact, professionalism or politeness by both the consultant and the manager that we could leave. If you want to be treated like an idiot and bullied into buying a car Napletons is the place for you. Otherwise avoid this hellhole at any cost.A non-starter, apparently
by Webbie1965 on 10/15/2014I stopped by on my way home from work today since this dealership is between my work and my home and I wanted to narrow down my decision between a Crosstrek or a Forester. I walked around the parking lot for probably 15 minutes, looking at… vehicles, hoping a sales person would come out and greet me. It never happened. So I left and decided that I'd probably be better off going to a different dealer, even if it were a little further away. I'm a little ways off from making a purchase, but I understand that a new dealership is being built in Elgin so I'll probably check that one out. Maybe someone there will notice a potential customer walking around the lot. I had some very specific questions and wanted to see inside of both vehicles. Oh well.....Hello, I'm sorry for the impression we left on you. We are undergoing renovation on part of our showroom and are left without a view of a good portion of our lot while the construction is going on. I'm sorry we missed you and your business is very important to us. Please reach out to me directly with your questions and I will be happy to show you how hard we will work to earn your business. Thank you, Chris Napleton 847-278-3758 or cn@napletonmail.com
2014 Subaru Impreza Sedan Lease
by NewToChicago14 on 07/13/2014I was in the market to lease a base car with all wheel drive having never driven in snow before (especially not Chicago winters!) and settled on a 2014 Subaru Impreza Sedan. Rob was very helpful and walked me thought the whole process. I… flew from my previous home to Chicago and was able to walk out with my car same day! The whole process was fast and easy, would definitely recommend Rob G.!Best new car purchase experience ever!
by NewSubbieGuy on 07/02/2014Went to Napleton's Scahumburg Subaru with TrueCar.com pricing in hand for a 2015 Forester 2.5i Premium w/ lots of options. I was hoping to get a "better than average" price by taking something from their current inventory and possibly… forgoing some of my desired options; was even willing to take a 2014 model. Unfortunately, they didn't have a model with my color choice & basic options I wasn't going to do without. Now I'm glad they didn't have something for me to settle on as my salesperson (Kevin) and the owner (Chris) worked a bit on the numbers and offered to place a factory order for a new 2015 model with all of the options I wanted and a price tag that fell between "Exceptional deal" & "Better than average Deal"(TrueCar.com numbers). Kevin was great; he laid out all of the numbers: Base vehicle, options I wanted, non negotiable $ 850. destination fee, state & county taxes, title & new plate fees. My "out the door" price for a factory ordered Forester was still a "better than average" price on TrueCar.com. I was happy. Kevin offered & explained other options but there was no pressure to accept. They told me it'd take about a month for the new car to come in and it was just a month and a couple of days. The Chris Napleton kept me informed on the status & knew the exact date of delivery two weeks in advance. During the month I was waiting for my new car, I stopped by several times to ask questions & although they were very busy each time, EVERYONE made themselves available and never hinted that they had anything else to do but to answer my questions. I was very impressed with their customer service since that didn't relate to making a sale. Once the car arrived, Kevin called & I scheduled a time to pick it up & finalize the deal. When I went to pick it up, the price was still the price (no changes like older reviews stated). Before I wrote the check, Kevin took me to my car for inspection & after the deal was done he took the time to explain all the gadgets, connect the Bluetooth, describe & point out the user serviceable engine components & more. Since I had a great experience with this dealership I thought it deserved a written review. I thought I had a good experience when I bought my Honda, but there was no comparison to friendly, easy going atmosphere at Napelton's of Schaumburg Subaru!Watch out for them... Because that's all they're looking out for!
by sean54 on 11/04/2010They were really friendly and willing to work with you and gave me a what I thought was a good deal on the used car that I ended up buying from them but that's about all the positive I can give them. The rest I have to take away as a… learning experience and lesson number one is not to return to Napleton's nor to recommend a friend there. I should have known better than to entertain the idea of buying a car that the dealer would not consent to have taken to an independent mechanic for a check-up before buying. And I should have known better than to make a deal with the salesman (Marcin) and the finance rep (Rocco) for a payment via check. Now I have a car that needs work done to it that I could have known about earlier had I taken it to a mechanic to begin with and I also have overdraft fees from my bank because they cashed the check before the agreed time. Something about "3-5 business" days must have been too difficult to understand. They'll tell you what you want to hear but in then end they're all about taking care of themselves. I won't be returning and I would recommend others to learn from my mistakes here.Be more arrogant
by jvernon on 02/07/2010I've visited this place twice in the last six weeks to look at the Legacy which is one of the cars I was interested in purchasing. However, my most recent experience has turned me away from this car altogether. Both visits I noticed the… cautiously reserved approach, no literature to hand out and was told to look online for details on the car. I saw a HUGE difference in attitude altogether compared to the other similarly priced option cars I was looking at. Somehow I find that their attitude resembles the Toyota dealers from the past (now they'll be begging for business). Honestly, the car seems to have really nice styling and features, but its not over the top and I wouldn't want to do business with a dealer that has snubbed me twice. Be wary of going to this location. BTW, I love how you have to test drive the car with the sale person-- [violative content deleted]! And that their cars are never used for car rentals -- yeah, nice BS line to make yourselves feel better. We almost rented one at the Hertz Airport but opted for a convertible sportscar which was a blast. Please show more arrogance about your cars at Schaumburg -- you'll be changing management sooner than you think. In the meantime, I'll take my business elsewhere and will gladly share my experience with everyone I know in the area.On April 15th, 2010 the Napleton Auto Group purchased Schaumburg Subaru and renamed the store Napleton's Schaumburg Subaru. The Napleton family has operated successful dealerships in the Chicago area since 1932. In Schaumburg, Napleton's has operated various franchises since 1988. All locations strive to offer Customers the same premium buying and service experience provided by our family of Employees for 4 generations. Together, our key management staff has over 50 years of experience in the Schaumburg market. We intend to build on that success with Napleton's Schaumburg Subaru. Napleton's not only offers Customers excellent values and selection on new and used vehicles, sales and service, but also value based products unique to our organization including, the Napleton Value Advantage and In Circle Club. Napleton's Mission Statement: OUR FAMILY OF EMPLOYEES IS DEDICATED TO PROVIDING OUR CUSTOMERS WITH A PREMIUM AUTOMOTIVE EXPERIENCE Please feel free to contact dealership management at 847-884-6000. We will do our best to address your concerns!
Subaru of Schaumburg
by slimak on 12/14/2008I had seen some bad reviews of Subaru of Schaumburg, so I went to the dealership with some skepticism. My experience was very good overall and I ended up purchasing a 2009 Forester Premium. The salesperson I worked with was great, not… pushy at all and very helpful in deciding between the Premium and the Limited trims. I ended up with the less expensive Premium in the end. Price with options was very fair. Once I settled on a car, everything moved quickly -- maybe 60 minutes to get out the door with the keys. The finance guy was great, he laid out the options and didn't push things I didn't want like gap or extended warranties. While paperwork was being completed, the sales person go the car washed and fueled. The only negative I can think of is that the actual lot is pretty small so some of the inventory is stored at another location a few miles away. It was not a big deal for me, I simply took the test drive to the second lot to see the other color option I was interested in. Overall, all staff I worked with were friendly and professional. I was offered refreshments several times. I received an online quote prior to going in (highly recommended) and talked with the sales person by email about colors and trims. He had one vehicle ready when I showed up and we drove to the second lot to see others. They are a bit far from my house, so I may not use them for service, but I would definitely go back for another purchase.SoS is a bunch of [violative content deleted]!
by wkidwrx on 11/23/2008I was looking at trading in my 07 WRX this week at SoS for an WRB 08 STi w/ BBS and Navi package. They kept saying ohh, we will give you an awesome deal on it, you will get over $6000 off and 0% for 63 months. So I got excited and they ran… the numbers yesterday and said yeah come up tonight. Well we where on our way and they said they are having some problems getting the money becasue they need an over advance to trade from Subaru. I said no problem, we only got 30 min or so from home, turned around and waited for a call today. I called them today and said I can have my father cosign on the loan to take care of any over advance problems, they faxed everyhing over for him. Than said No problem we got the deal worked out, come on up. So my father drove an hour to my house, than we hopped in the car and took off for SoS. We got 1.5 hours from home, and I get a call from SoS. Well your dad has wonderful credit, but we still want $5000 down on the car. I said.... um what, you said everything was a go. [violative content deleted] is going on. My dad got on the phone and yelled at the manager and said.... look, you already made a verbal contract with my son that everthing is going to be good. You better finish your end of the deal. Well they would not. My guess is they did not want to give me as much for my trade as they originally promassed becasue the payment was not changing with the $5000 down, and is should have dropped. So they where just trying to hose another customer. SO NEVER BUY A CAR FROM SoS, they will hose you! I was trading 2 cars in on the STi, so I spent money to drive 2 cars 200miles for nothing, and my dad drove 120 as well to come down here for nothing. And look what we got out of the deal. NOTHING! So Buyers STAY AWAY!!!!
Subaru Crosstrek
Subaru Forester
Subaru Outback
Subaru Legacy
About our dealership
I'm sorry you had a frustrating experience during your visit. With the extremely high demand for WRX and very low supply (the cars you saw in question had arrived in the last 48 hours and at least one had not been prepped at the time of your visit) we are forced to look at financial details of the transaction prior to the test drive. We have lost several sales on WRX due to the mileage on the vehicle at time of sale (customers opted not to purchase a car because it had 20 miles on it from prior test drives) and have been forced to respond. We certainly allow our customers to test drive vehicles, but with WRX it is not the first element of the process like it is with most of our other models. I do apologize for the unprofessional taste you were left with. Your business is personally important to me and if there's something I can do to rectify the situation I'm happy to help. Chris Napleton
by cnapleton on 03/02/2015