Customer ReviewsforNapleton's Palatine Subaru

I recently purchased a 2024 Subaru Outback from Napletons Palatine Subaru. This was my wifes first car purchase using her own income and loan. We were told the car had ***** miles, which was verified verbally, in text, and to our bank. After payment, we received documents to sign, which my wife, who is Thai, signed where indicated. The documents were sent via next-day *** with a return package. Since everything was already verified, she expected it to be routine. Unfortunately, the car arrived with ***** miles1,217 miles more than disclosed.We contacted the dealership immediately. *** acknowledged the issue but insisted that, since we signed the paperwork, there was nothing we could do about it. Our banker, who processed the loan, said hes never heard of such a significant discrepancy. He has all the communications, including texts, and is looking into what can be done.The delivery process was also problematic. The shipping company was 7 hours late, and my wife had to accept delivery on a busy highway with our two small children while I was out of town.Whats more troubling is that *****, the finance manager, who was responsible for providing accurate information, had driven the car for those additional miles. Despite initially offering $1,200 to resolve the matter, the dealership later reduced the offer to $500 or $600, which is unacceptable.We had hoped to share positive reviews about our experience. However, given the situation, we may instead share well-documented reviews that reflect our true experience. I urge caution in dealing with Napletons Palatine Subaru.

********************* was polite, yet the entire interaction reeked of deception. ******************************* assured me over the phone that the forty-minute drive to the dealership was justified, promising they were eager to meet my budget and provide a respectable trade-in value for my car. Despite my initial reluctance due to the distance, ******** convinced me to visit, claiming she had relayed my financial terms to *******************, one of the managers, who was supposedly prepared to meet these terms.Upon arrival, it was clear there was no genuine intention to meet my needs. I was assigned a teenage salesperson, only a week out of training, lacking enough knowledge about the vehicles or the sales process to see the deal through. Worse, I was taken for a test drive in a Forester that was already being negotiated by another buyer and was sold out from under me during my discussions at the dealership!From the beginning, I was transparent about my expectations and offerings. Throughout the process, I was reassured that my terms were reasonable and achievable. However, *****************************, the sales manager, presented a proposal far beyond my budget, severely undervalued my trade-in at a mere $1,000 deduction, and wasted my time and a very long drive.For better service and value, speak to Iusten Baciu at ****** Subaru, *************************** at ****** Subaru, or ********************* at Grand Subaru. They're all quality individuals first and salespeople second.My experience at Napleton's Palatine Subaru was profoundly unsatisfying, typifying a deceitful dealership engaged in a classic bait-and-switch. They seem to value profit over genuine customer service. To **********************, my advice is simple: rectify your business practices before public opinion turns irrevocably against you for prioritizing profits over genuine customer service.

I would never ever buy a car from this dealership again. They lie, you have to constantly call them to make sure they are doing their jobs. The car buying process was ridiculous and took months. They break promises, state they will call to follow up on things and do not. I have been waiting on a title to be sent to the appropriate party and plates for months. I had a general **** manager set a meeting to call to check on where a title is for a morning I had to rearrange my schedule, only for him to flake. He set up a morning meeting and did not even come to work until the afternoon. They waste your time, do not conduct themselves professionally and literally should not be in business. This has been the worst experience purchasing anything ever. I have called over 20 plus times in a 5 month span just to check in on statuses of things. An extremely poor business along with their affiliates.

I was looking for a new car. All my past cars I had purchased used cars from family so I was not used to the process of dealing with dealerships. I had to look during the worst time to buy a car. I decided to get a Subaru Forester. I went into Napleton's Palatine Subaru on February 21st and put a deposit down on a Forester that was in transit and would arrive March 7th at the latest. On march 3rd I received a call that my car had arrived. I went in and informed them I would have my check to pick it up at 2:30 PM on March 5th. At 1:30 PM on March 5th, I received a call from a General Sales Manager, where he informed me that they had made a mistake. The car that came in was not the car I put a deposit on. He claimed the *** was wrong. Previously, to get the check from the group I was financing with, I needed the correct *** as well as the vehicle sticker sent to me from the dealership. The vehicle sticker was not registering in the system as the car had come over from *****. It took almost 4 hours on March 4th to get that picture so I could finalize my loan. So, I was very surprised when he told me that an hour before I was supposed to be there that they just figured this out. I arrived there at 2:30 to try to find out what was going on. He eventually admitted that the vehicle there was the one with the same *** on all my forms, but he suddenly had a file for another customer, all hand written, that had put a deposit down 3 days before me. This person had used a check for a deposit, which I did not get to view long enough to see that date written on it. Perhaps I am ignorant, and this isn't a strange experience for people buying a new car. However, his attitude could in no way be described as apologetic. I left there feeling they were either incompetent, or most likely lying to me. Maybe the other person was paying more, but I had already agreed to $3000 over MSRP. Perhaps other behind the scene deals. I will advise everyone I know to never try to buy a car from here.