Dealer 2-Year Rating

Overall Rating

2.5 / 5
Customer Service
2.1  
Friendliness
2.5  
Overall Experience
2.4  
Price
2.8  
Quality of Work
2.1  
Service
1.8  

Dealer Reviews

Show:  

Overall Rating

2.0  

1   Customer Service
3   Friendliness
1   Overall Experience
3   Price
2   Quality of Work

Poor service and no communication

By dgardin3 on 7/24/2019 at 12:51 AM. Helped by Jonathan Gomes.

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.

I would not recommend this dealer.

Overall Rating

4.8  

5   Customer Service
5   Friendliness
5   Overall Experience
4   Price

Nick is great

By Mike5194 on 7/17/2019 at 2:20 PM. Helped by Nick Spohnholtz.

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.

I would recommend this dealer.

Overall Rating

5.0  

5   Friendliness
5   Overall Experience
5   Price

Great dealership

By Happy on 7/11/2019 at 2:33 PM. Helped by Russ, Charles.

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.

I would recommend this dealer.

Overall Rating

1.2  

1   Customer Service
1   Friendliness
1   Overall Experience
2   Price
1   Quality of Work

Count your keys

By Subaru2730 on 6/24/2019 at 5:28 PM. Helped by Sales person and service manager.

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,

I would not recommend this dealer.

Overall Rating

1.8  

1   Customer Service
3   Friendliness
1   Overall Experience
3   Price
1   Quality of Work

Great sales dept., skip service there

By KCtime2 on 6/12/2019 at 10:14 PM. Helped by Service.

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!

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Good Guys

By MidnightGal2019 on 4/26/2019 at 3:51 PM. Helped by Nick, Max, Keith.

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!

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Service department is whack

By Dusty1228 on 4/17/2019 at 11:58 PM. Helped by Mr. Donttalktomerightnow.

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 BS. The service department is trash I’m not even sure they know how to work on cars properly.

I would not recommend this dealer.

Overall Rating

1.4  

1   Customer Service
3   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Waste of money

By EricB33 on 2/15/2019 at 8:33 PM. Helped by Erica Juarez.

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.

I would not recommend this dealer.

Overall Rating

4.2  

4   Customer Service
4   Friendliness
4   Overall Experience
5   Price
4   Quality of Work

2019 Subaru premium

By Jewels2145 on 1/10/2019 at 5:18 PM. Helped by Po.

My son and I went for 2018 but all Subaru were recalled so we end up with 2019 outback. Love love it. All the perks no complaints about it. I drove all the way from Michigan it was a great experience the salesman people and staff were polite they even came down on the price what we would purchases a 2018 we was able get a 2019for that price great deal . The one thing I will say before writing reviews read your Manuel’s first and know about vehicles, and what talking. The cons I read about Subaru It was being sluggish that is because majority of them are 4 cylinders not 6 cylinders if u want speed then buy the 6 clynder The second con I read was about the eyesight sensor not working right in bad weather well which explains in the manual during foggy, rain and snow may not work or function. Anyone who knows about sensor knows they can get blocked or covered they will work common sense people. You can’t go wrong buying Subaru It has always been my dream car and now I own one no complaints better then I ever dream of. This my very first review I ever written.. You cant go wrong with this 2019 Subaru and I got 10 year mainlanders free vehicle for 10 years. It just tells me that Subaru backs up there products

I would recommend this dealer.

Overall Rating

3.0  

1   Customer Service
1   Friendliness
3   Overall Experience
5   Price
5   Quality of Work

One of the service employees is not morning person

By Mystery driver on 12/10/2018 at 3:19 PM. Helped by Dont remember.

Good service, my battery needed to be replaced and it's a new car. I pulled into the wrong spot and some guy who works there was not happy. I guess he had not had his morning coffee. Other than that, the experience was fine

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Don't buy from this dealership!!!!

By JB on 12/2/2018 at 12:27 PM. Helped by Nick Spohnholtz.

They are more interested in getting the deal rather than service their customers. The workmanship is sloppy and below industry standards. When they put the new license plates on the van they couldn't figure out how to remove them so they left them and used sheet metal screws above them. They also were unwilling to repair the switch to open the hatchback of the van. I fixed it for $11.00 don't get sucked in by how great a vehicle with them.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

No title!

By Saabchic on 10/24/2018 at 10:15 PM. Helped by N/A.

We drove many hours from Michigan for a car they had. Come to find out it didn’t have a title! Called the dealership numerous times and they delayed filing for a duplicate title and refused to issue me another temporary plate since mine expired. It’s ridiculous that they dropped the ball like this and refuse to fix it! They had the car on their lot of six months and didn’t bother getting a title. They sold a car with no title. Absolutely ridiculous. I’m spreading the word how bad our experience was.

I would not recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price
5   Quality of Work

Pre-owned purchase

By Ryan and Lisa on 9/23/2018 at 2:02 AM. Helped by Nelson and Charles.

We had a superb buying experience at Napleton’s Schaumburg Subaru! Nelson, our salesman was was extremely knowledgeable, no pressure, great to work with, swift easy negotiation! Charles handled our financing, took the time to find the best rate possible for us, he made all of the paperwork seem effortless! Everything was taken care of in a timely, professional manner. Our vehicle was beautifully detailed with plates on and ready for us to drive home! This was by far our best buying experience ever, above and beyond! Thank you! Ryan and Lisa

I would recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Bait and switch version 2

By wacow2 on 9/22/2018 at 9:19 PM. Helped by Nick Spohnholtz.

We walked in to this local Subaru dealer with an acceptable ePrice from another dealership, for a 2019 Subaru Outback 2.5i Premium at $26,463 from MSRP $30,287(base premium + popular package #2). Asked the dealer to earn our business by selling the same spec car for $26,300. It literally took an arm and a leg for him to agree with the selling price. We must have pissed him off, when we asked for a possible trade in, he told us to sell our own car. With the low price we've asked on the new car, we're guaranteed going to get a low offer from the trade in. When wife asked if some numbers can be excluded from the new license plate number, he told us that's not going to happen with the low price we got from the new car. We need to ask that favor directly with his manager. We were told the car will arrive in one week, so we gave the 500 deposit and left the dealership. Within 30 minutes, I received a text from him that a car shipment came in after we've left the dealership. And a car with the color we wanted but with additional popular package #2 at an extra cost of $560, if we're willing to have this extra accessories and get the new car today. "HELLO!!!" this so called, "popular package #2", is already included in the car spec MSRP quoted at $30,287. I went back in to withdraw my deposit check, and he claimed we had agreed on a base Outback Premium w/out any accessories. One hour later, I got the exact car model with accessories package, from Grand Subaru, no hassle what so ever. Stay away from Napleton Schaumburg. This is not the only "Bait and Switch" experience posted for this dealership, if you google around.

I would not recommend this dealer.

Overall Rating

1.8  

1   Customer Service
1   Friendliness
1   Overall Experience
3   Price
3   Quality of Work

Terrible Customer Service

By Cheri2970 on 9/7/2018 at 8:03 PM. Helped by Unknown.

Brought my 2016 Forester in for routine oil change. The service advisor that I used to deal with appears to be gone. The one I dealt with this time hardly spoke to me at all. Also got my car back with a big white mark on the passenger side of my (black) vehicle. Have been trying to get the service manage on the phone for 3 days - still no call back. I will choose another dealership to go for routine maintenance from now on. I will never go back to this dealership.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

Bait and switch!

By egregiousenclaveexperience on 8/15/2018 at 7:44 PM. Helped by Mike Spencer.

I found a car online with an acceptable price. I arranged financing via the phone and accepted at list price. I drove 3.5 hours to the dealership. I had written agreement with sales man on price and that everything was complete just sign and drive. I arrived to a purchase order with a $500 increase from agreed price. When I asked to change the price the new purchase order came out with the change but the bottom line only decreased by $100 approx. I inquired as to how that could be. They remarked that they had left off an important title fee from the first buyers order of about $400. Funny that they would let me sign the original purchase agreement 10 minutes earlier without this mystery fee until I called them out of the pricing issue. I explained that I don't care where the $400 came from but that the purchase agreement should reflect the full $500 change or I would walk. They refused and I went on my way. They wasted 7+ hours of my time. They also mentioned how this was the best deal on this car within 200 miles .... They were mostly correct on this. I believe what they do is list for a price to get you to make the trip and trap you there at their mercy to bait and switch the price. I was shocked and appalled at this practice and hoped it was just me until I read several other online reviews where they changed items in their favor at last minute. I have written proof of price agreement and pictures of both buyers order to back up this entire experience. If you must buy a car here triple check all of your numbers. I would happily spend that extra $400 at an honest dealership who makes good on their word.

I would not recommend this dealer.

Overall Rating

1.0  

1   Overall Experience

The sales manager Mike hung up on me

By Carissue412 on 6/3/2018 at 3:37 AM. Helped by Mike Spencer.

Had issues with a brand new car. Called to talk with the sales manager, Mike Spencer. He said he was busy and didn't have time for me. He said he would call me in a few minutes. He ended up hanging up on me. I've waited all day and he still has not called me.

I would not recommend this dealer.

Overall Rating

1.0  

1   Customer Service
1   Friendliness
1   Overall Experience
1   Price
1   Quality of Work

No ethics

By Don on 1/13/2018 at 7:59 PM. Helped by Bryson, Matt & Jim.

I came here to assist my sister in buying a used car. What should've been a simple experience took over 4 hours - we worked with countless people, it was annoying and disorganized. The worst part was how they turned the check engine light off and said it was nothing. Long story short, the car was purchased and the check engine light came on for major issues. There are better options out there for good dealer experiences - I'd avoid this place.

I would not recommend this dealer.

Overall Rating

5.0  

5   Overall Experience

Excellent

By Zpattalio on 12/8/2017 at 5:59 PM. Helped by John Carlson, George, and Mike.

Wonderful services! Everyone there is very helpful and will make sure you 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 has a great personality and patient with me during the whole process. It was overall a great experience!

I would recommend this dealer.

Overall Rating

5.0  

5   Customer Service
5   Friendliness
5   Overall Experience
5   Price

Great Staff

By Frank on 9/3/2017 at 12:39 PM. Helped by Erica.

We showed up at 4 pm on a Saturday to look at a Subaru Legacy and was helped by Erica. She was very nice and helpful. She listened to what we had wanted out of the deal from the sticker price, to the trade-in value, and monthly payment goals. She was able to work out our goals to be very close to what we wanted. The dealership closed at 6 p.m. but Erica and several other employees stayed until after 8 pm with us to close the deal. They also did this with smiles and excellent attitudes even though we took up a majority of their Saturday evening.

I would recommend this dealer.