Napleton's Palatine Subaru

We leased a Subaru Forester in 2017 at Napleton. Our lease was up in August 2020. We went back to Napleton in June 2020 to lease another Forester. This was our first experience leasing. We were not familiar with the procedure for turning in a leased car and obtain a new lease. We dealt with Mark Carey, the sales manager. We told Mark on numerous occasions that our old lease was not up until August 2020. We told the sales person as well as the finance manager that our lease was not up until August. No one informed us when we leased our new vehicle that we would be responsible for one more payment on our old lease. They never gave us any options as to waiting another month to re lease. We thought that once we signed the new lease, the dealer would terminate the old lease and we no longer would be responsible for any additional payments on our old lease. We received a letter from Chase finance telling us we owed a July payment for our old lease. We contacted Napleton and Mark denied any knowledge of the fact that our old lease had one more month to go. He said they would have just rolled over the additional payment into our new lease. We were never given this option or told anything about the additional payment. It appears they just wanted to make the deal without being forthright. As a returning customer, I feel they were not reputable and I would never do business with them again. I’d like to warn others of their deception.

BEWARE!!! I would give a 0 Stars if I could..
I had a friend drive my Subaru over for a Eye Sight re-calibration after the windshield was replaced because I was out of town.
(The car was previously hit and already had the eye sight fixed and re-calibrated by a different Subaru Dealer once before.. Now a rock chipped the windshield recently so we had the windshield replaced and now needed the eyesight re-calibrated again)
They took advantage of my friend and told her that she needed to buy a $3,275 "warranty package" to be able to fix the eyesight to work.. She called me because she didn't know what to do, so I told her something is wrong and to not accept that warranty package.. So they charged her $138 for the visit because she came in and they looked at the car and told her they can only fix it with the warranty package..
We went to ***, down the road and they had it fixed and ready to go within 1 Hour, with ZERO issues and without trying to scam us for over $3,000..
So on Napleton's Palatine Subaru's Invoice that we went to first, it said to call Chris *** Service Manager if we did not exceed or meet your expectations.. So I called and as soon as he picked up and I started saying, "I would like a refund for..., he right away smirked and said, "I'm not giving any refund".. I told him, I didn't even finish saying what the problem is.. When I finished telling him that we shouldn't be charged for the $138 as a "trip fee", when they couldn't fix a problem that a Dealer down the road fixed with no issues, he smirked again and said that he wont be giving any refund whatsoever.. Chris *** should not be working as a Service Manager when he has arrogance issues like this, taking advantage of people by trying to charge $3,275 for warranties and "trip charges" when it was THEIR own problem that they couldn't fix the eye sight..
Talk about the rudest customer service I have EVER received.. I would rate ZERO Stars if I could.
BEWARE!!

Purchased car through dealership, some of the highlighted issues include:

A scratch on the bumper despite being told it was "gunk." While we signed papers the dealer confirmed in was in fact a scratch.

The bumper was to be fixed as well as the additional "We Owe" items a few days after we picked up the car.

The car was dropped off for:
1. “We Owe” door scuff protectors
2. “We Owe” splash guards
3. “We Owe” side sill plates in addition
4. bumper repair as agreed upon at the time of sale

Multiple attempts prior to drop off, during drop off, and after drop off (while car was in dealers possession) was made to confirm the work that was to be done.

When attempting to pick up the car we found:
o Door edging - incorrectly ordered and placed on car
o Bumper poorly done
o Door scuff protectors - not ordered or installed
o Splash guards - done
o Side sill plates - done

Car was left with the dealer.

Multiple attempts made on our end to contact, effectively communicate, and settle the issues. Including utilizing Subaru Corporate.

Throughout this time, the dealer remained unwilling to come to a mutually agreed upon resolution, despite many suggestions made by us to correct the 1) the bumper 2) door edging

We were finally provided an appropriate resolution for the bumper, however we were told the dealer would no longer speak to us about the door edging or discuss further resolutions with the doors.

Loaner car was demanded back

Car was picked up with only bumper resolved. Leaving the door edging unresolved. Issue was escalated to CEO per "Dispute Resolution" agreement. No response from CEO.

We were without our car for 20 days. At which point we were forced back into our car without full resolution. We are now 27 days with a car that is not in the agreed upon condition at time of sale.

We experienced delays, lack of ownership of caused issues, unwillingness for mutual resolution, concerning and disrespectful communication and behavior from the staff.

Napleton auto dealers is the worst collection of companies I have ever dealt with. They aren’t even worth one star. I wish I had never 1) purchased a car from them and 2) gone to them to service a damaged vehicle. For this particular location, they lied to me and said my new car had features that it didn’t. They scammed me into purchasing a package and then didn’t give me the benefits of it. Then when I went to cancel the package, they were unresponsive initially and over three months later still have not given me the paperwork outlining the cancellation refund. These are just the highlights. Terrible operation - I’m not sure how they’re still in business.

A request to cancel an extended service agreement was made by email on 9/27/2019, a response from staff was given on 10/5/2019. On 10/8/2019 an odometer reading was sent back and awaiting response or confirmation of cancellation and refund.

On 11/12/2019, a phone conversation took place with staff member Angela regarding this matter. She claimed the process was delayed on our part despite that she was the reason behind the delay. She assured me a staff member named Alba would contact us and there has been no communication of anyone named Alba.

We deserve the money back on the refund for the cancellation of the extended service agreement. We have sold the car and sent them the proper documents it seems they simply don't want to refund us our money.

Napleton Arlington heights Subaru was offering a $65 *** Virtual Reward if you test drove a car before June 15th, 2019. I test drove an Outback on June 3rd, filled out the form that was sent to me in an email and returned it to the dealer on June 14th. As of this date (10/30/19) I have not received the gift card. I have reached out to the dealer numerous times (Tom *** was my salesman) and thru an email, Tom stated that that he was researching the issue. It still has not been resolved. I have sent over 10 emails and also sent them copies of the form numerous times with no resolution.

I know this is not a huge deal, but they were advertising something that wasn't fulfilled.

Do not call or visit they started bombarding me with emails constantly going back to 2017 I have called at least a couple dozen times to stop a Jody constantly sends.Every time I call she is always busy or out I have asked for the General manager and never allowed for some reason to talk its always a new Cars Manager or another Manager I have replied to so many emails to stop and bottom line they refuse.When I or my family and friends or clients ever look for a car I will tell them of my harassment and only imagine if I ever bought or went there.
I would stay away

Dealer offered a complimentary $65 *** Virtual Reward by test driving a new 2019 Subaru Outback. The test drive occurred on May 22, 2019. Necessary paperwork was given to the sales representative, Dan ***, to process. To date, the paperwork has not been processed.

Purchased a 2015 Subaru Forester from a dealer in Wisconsin. It had some issues which were addressed under warranty and repaired by Napleton Subaru.Upon expiration of the car's warranty we elected to purchase a 4 year extended warranty from Napleton Suparau on June 20, 2018 for the amount of $1725.00. which was paid that day to Napleton. The agreement was signed by both us and Napleton on a "Shield National Automotive Protection" service agreement form. We have copies of the signed agreement and receipt of payment and confirming credit card statements.
About 10 months after we purchased the extended warranty the car had a breakdown in Palm Springs,CA. The repair shop called the 800 number on the Warranty agreement form to get the authorization to fix the problem. The Administrator is a company called United States Warranty.
Thr repair shop was told the there is no record of an extended warranty ever being purchased based on VIN number, agreement number, last name, make or Napleton. I called the administrator spoke with an agent (Marlene) and was told the same thing. I called Napleton, Spoke with Jessie and later Chris, neither who could come up with the original agreement. That's when I started to get the "we will look into this, I'll talk to the boss, with a customer, in a meeting....etc". I paid for something, never got it, can not get an answer from Napleton and simply want my $1725 returned.