ComplaintsforNapleton's Schaumburg Subaru, Inc.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September of 2023 I went into this location to purchase a vehicle. The salesman told us he had a certified preowned vehicle (CPO); optimal and in my price range During negotiations it was confirmed that it was a CPO vehicle and all the perks of buying one would come with the car, Free Starlink for 3 months,, 7 year ******* mile warranty, 2 keys, 152 point inspection with repairs made and special financing. I puchased the vehicle. During the financing of the vehicle I was told that I had to puchase a $2000 paint warranty because it was a CPO vehicle. After purchasing a car fax report and calling SofA the next day it was found that this car was not a CPO vehicle. I went back to the dealer immediatley to try to rectify this false sale. I was ignored and no resolution. I then contacted subaru of america again and they started to recitfy this. SofA tried to contact Napleton for over one month with failed returned calls. SofA said what they did was wrong. I then contacted the warranty spec and then agreed what Napleton did was wrong. I should have never been told I had to buy a warranty. Finally, after 3 months, Napleton reached out admitting the car was not CPO and they just learned this. They offered for me to exchange my car or to accept an 8 yr, ******* mile warranty that started in 2018. I have notified them that I will not accept and sent them a demand list which falls in line with a purchase of a CPO Subaru. I am demanding all items stated above This was a misrepresented/fraudulent sale by Napleton and they need to fix it to coincide with a CPO vehicle, as which it was sold. As a corporation how can they come back after a sale and say they didn't know the car was not CPO and leave me to deal with the failed promises of a CPO vehicle due to their mistake. The attached 152 pt check list has a false signature stating repairs were made but they weren't and thes is no proof of the repairs. The car needs those items checked off in boxes repaired

  Business response

  01/08/2024

  ************** was emailed on Friday 1/5/24 and replied back that he is reviewing the goodwill offer extended by Napleton's Schaumburg Subaru and will communicate back with us. 

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Napleton Schaumburg Subaru 911 ********************************* Schaumburg ******** ***** I was incorrectly charged for 6K mile service in August 2023. Under lease agreement I have maintenance plan that was to pay for all required service. Service advisor at time could not locate service plan details on new cars purchased at other dealers. Have contacted dealer numerous times and they have been unresponsive to date 11-16-23. Please issue a charge back credit for the overpayment.

  Business response

  11/16/2023

  Hello ********************, 

  We apologize for not catching the maintenance plan in Subaru's system during your visit. Earlier today you spoke with our service manager ***************************. During that conversation, he expressed two different ways we can make up for our error. First, we can claim the service through Subaru and once they process the claim, we will disburse the proceeds to you by check. Second, the way Subaru's maintenance plan works is that all of the services included in the plan are essentially banked. While the plan has time and mileage specifications of 2 years and ****** miles, the services included in that plan remain available for you to claim until they are all used. We can also defer that last claimed service so it would fall at the back end of the plan. Please let us know either way and we will process according to your wishes. 

  Customer response

  11/17/2023

   
  Better Business My response follows :
  First, this issue has been ongoing since August 2023 Napleton has been unresponsive to my numerous communications which is why I contacted BBB. Additionally, I never spoke to the service Manager ***************************** as Napleton asserts in their response to my complaint. I spoke with a service writer who took my name and number and promised to have someone call me unfortunately, that never occurred. I personally never had a conversation with anyone at Napleton regarding reimbursement of any kind. Any statements by Napleton Subaru to the contrary are false.

  
  The dealership has agreed to process the claim thru Subaru and issue me a check for their mistake that is acceptable.
  
  Sincerely,
  
  *******************************

  Customer response

  01/05/2024

   
  Complaint: ********
  
  I am rejecting this response because: Prior complaint ID ******** November 2023 Check has not been received as agreed to resolve above referenced complaint ********. Placed 2 calls on December 18 & 21 that were not returned by dealership called again on January 3,2024 left another message. Dealership needs to honor their commitment and send refund as promised in settlement.
  
  Sincerely,
  
  *******************************

  Business response

  01/15/2024

  We apologize for the inconvenience. When it was brought to our attention that the check was not received, our office issued a check on 1/3/24, number *******. It was signed last week and mailed to ********************. It does not yet show deposited but please respond back on the BBB portal if it is not received by end of week on 1/19. Thank you. 

  Customer response

  01/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from them in 2018. I never liked the car and traded it in for something else a year later. Both Napleton and Subaru continue to periodically send me texts and mailings for their dealership for maintenance and new cars even though I've appealed to both to remove me from their mailing lists. I will NEVER purchase another Subaru and do not appreciate their annoyance

  Business response

  08/14/2021

  We have removed the customer's address information from the dealership system to avoid future internal advertising efforts and will work with the manufacturer to have them discontinue their efforts as well. 

  Customer response

  08/16/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/12/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 9 July, 2021, I leased a 2021 ******* Santa Fe from the Napleton ******* Aurora location. My daughter purchased a 2020 VW Atlas Crossport on 28 October 2020 from ************************************** in ***********, with her grandmother as a cosigner on the loan. My daughter is recently divorced from a current employee at the Napleton Subaru Schaumburg location, *****************, who has recent work experience in both their sales and finance departments. *** made contact with me on 14 July 2021 in an attempt to reach my daughter, who had cut off all contact with him. *** revealed he had detailed knowledge of private & financial details of both my ********** daughters purchase, which were conducted at two separate dealership locations from where he is employed. He gave us details ranging from the color, year, make, model, lease or purchase, who signed/co-signed for the financing, etc. He had no personal or professional involvement in the transactions & tried to use the information to demean and/or intimidate us

  Business response

  08/14/2021

  We appreciate you bringing this concern to our attention. We will conduct an investigation on our end to see if any dealership resources were used to obtain the information mentioned. ********************* will be reaching out to ************** shortly to gather some more information along those lines. 

• Initial Complaint

  07/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Collateral damages from cam carrier leak repair that dealer will not cover.Repair done around January or February 2021 Covered under warranty Cam carrier leak seal *******

  Business response

  07/24/2021

  ********** brought his vehicle, a 2015 Impreza with approximately ****** miles at the time, in to us for service in February of 2021 with engine concerns, and it was found that both cam carriers were leaking. Parts were ordered, ********** was provided a loaner vehicle while the vehicle was repaired, and after inspection the leaks were no longer present and the vehicle was picked up. Shortly after that, the vehicle produced a warning light that was traced back to a code for crankshaft sensor circuit performance. After inspection, the sensor damage was found to be the cause of rodent damage, with a nest being located in the vicinity of the sensor circuit. The repair was conducted as a goodwill repair and ********** was not responsible for any portion of the cost. 

  Over ***** miles and several months later, ********** brought his vehicle in with air conditioning concerns. After meeting initially with a service advisor, our service manager involved himself when ********** started becoming profane with the advisor. ********** continued with our service manager, talking over the service manager's conversation where he tried to impart upon him that the repair from February would have no overlap whatsoever with the air conditioning system. The profane talk then turned in to physical threats towards the service manager, telling him that he would "kick his ass" at which point he was told to leave the dealership. 

  Days later, ********** returned and continued with the same belligerent and threatening manner, directing the behavior towards our general sales manager. When he refused to leave the dealership on the direction of the general sales manager, we contacted the local police to assist, at which point ********** left before the police arrived. ********** is not welcome to service his vehicle at this dealership. 

   

  Customer response

  08/12/2021

   
  

  I reject the business’ response and I even more disappointed in how they responded. They have a sign in their office that says they treat you like family. And even though I am not asking for any favors, I still believe my concerns were sincere and serious and needed to be addressed with more care and concern. However, all I got was a defensive, careless rejection to all my issues.

   

  The responder claimed the damages from the sensor was due to rodents chewing up my wires and that Napleton serviced it at no charge to me. He forgot to mention I had to get Subaru of America involved and when I informed them of the situation that John the service manager refused to cover the costs and stated I had to pay out of pocket because this was not their fault, Subaru of America was understanding enough to accommodate the whole repair costs as they even found it hard to believe a rodent chewed up my wires the day after I got my car back. The service manager John had nothing to do with the “goodwill” service and he also never provided evidence or proof that it was a rodent even though I asked for pictures. On top of that, Napleton never offered to accommodate on the towing fees as I had to pay out of pocket.

   

  The responder also mentioned that I brought the car in with air conditioning issues after 5000 miles from the initial repair. Mind you I got the work done in the beginning of winter with the weather freezing cold and had absolutely no use for the air conditioner. 5000 miles and several months later, the weather becomes very humid and hot and it was around that time I would start to use the A/C for the first time after initial repair only to find out that there was no cold air blowing and my A/C needed repair which usually costs over $1000 to get fixed. I never had any problems with my A/C before I brought it in for a repair at Napleton. But now it does not even work! When I got the receipt for the cam leak repair, there was a disclaimer on the back of the receipt that stated any issues to the car caused by workmanship done related to this repair would be fully insured and covered. When I addressed this to John, he briefly went to a back office maybe for like 2 minutes and came out saying that this was not their fault. The mechanic never came out to inspect the car neither did John. I even asked to speak to the mechanic that worked on my car but John would not permit me. Talk about having nothing to hide. That is not the type of service I expect as a customer.

   

  The responder claims that the A/C issue was in no way related to the work done on the cam leak repair. If you know what a cam carrier leak repair is, then you understand it involves taking the WHOLE engine out the car just to get to the area of the cam carrier leaks.

   

  These are not the only problems I have with the car. There are also several smaller issues with the car that I just try to deal with.

   

  This whole experience at Napleton Subaru has been a nightmare and probably the worst customer experience of my life. I have been screwed over in such a way and now I am left with thousands in collateral damages. They say they treat you like family but from my experience they could care less about you.

   

  PS the message stated if I had any supporting documents. The only supporting document I have are the receipts of the repairs. I don’t know what if any other documents I can provide. Please let me know what else I would need to do in order for this case to be reopened.

   

  Thank you for your help!

   

  Paul

  Business response

  08/14/2021

  The previous repair performed is not related to the current concern the customer had in any way. It would be akin to saying since my you replaced my front windshield, my paint is starting to rust on the back passenger fender. Efforts were made to further investigate the concern for the customer, but when the conversation turned combative and threatening, we are choosing to exercise our right to refuse service in this instance, for the safety and wellbeing of our employees. 

  Customer response

  09/01/2021

   
  Complaint: 15658939
  
  I am rejecting this response because:

   

  I am completely dissatisfied with this outcome. It looks like there is no reasoning with this business. They will keep denying their faults. And act like they care about their customers.

   

  I hope others will be aware that this business is a scam and they are careless and do not care about their customers. This has been the worst customer experience in my life. Please do not trust them with your car. This company will damage it and leave you with a massive collateral damage bill. And they will not take responsibility in any way. Truly a shame. BUYER BEWARE!

   

  They will also lie and make excuses about you to make you look bad and they are at no fault. Never did I make any threats or cause any type of commotion. If anything there was a disagreement. Which I did not take lightly. As a customer I expect to be treated with respect and care especially if I am paying you!

   

  Attached is the receipt of the work they did on my car. This is the only piece of documentation to show that I actually did get work done at this business.

   

  Paul Cho

  
  
  Sincerely,
  
  **** ***

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩