Complaints

This profile includes complaints for Napleton's Palatine Subaru's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Napleton's Palatine Subaru

  1911 N Rand Rd Palatine, IL 60074-1193

• 

  Napleton's Palatine Subaru

  110 W Golf Rd Schaumburg, IL 60195-3604

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******************* and its Napleton Subaru dealership in Palatine, **, engaged in deceptive practices during the sale of a 2024 Subaru Outback. The car was advertised as a new demo with ***** miles, confirmed by the finance manager, *****, during a call with my wife, banker, and me. ***** also emailed documentation confirming this mileage. Upon delivery, the odometer showed ***** miles, which was not disclosed until after the sale was finalized. Two months later, the title revealed the car was legally classified as used, contradicting its advertised status. We also learned ***** had been the daily driver, further reducing its value and reinforcing the deceptive nature of the sale. The misrepresentation caused us a financial loss of approximately $2,900 to $4,500. Additionally, Napleton delayed the title for two months, preventing us from registering the car during that time and further inconveniencing ***** wife, whose first language is not English, signed the contract under the belief it was a formality after we had paid in full, added the vehicle to our insurance, and arranged shipping with a company provided by the dealership. The dealership provided instructions to sign and return immediately, exploiting her limited understanding of U.S. contract law and placing undue pressure on her to finalize the process.******************* was fined $10 million in 2022 by the *** and ******** for deceptive practices. Our experience aligns with this ongoing pattern of unethical behavior, and the companys actions have caused us unnecessary stress and financial harm.Resolution Requested: 1. Acknowledge the mileage discrepancy and misclassification of the car. 2. Refund $2,900 for financial loss. As A+rated BBB members ourselves, we are deeply concerned about them being rated as A+ despite a $10 million FTC and Stare of IL fine for deception and discrimination. Had their rating reflected their history we wouldnt have been so trusting.

  Business Response

  Date: 12/11/2024

  All of the customer's paperwork included the correct mileage and he had test driven the vehicle and signed off to said paperwork.

  Immediately at the first notice of the customer's dissatisfaction we offered several goodwill gestures that were all declined.  

  There is nothing more that we are willing to do at this point to address his dissatisfaction. 

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22586014
  
  I categorically reject the dealership's claims and provide the accurate timeline and facts:
  Online Advertisement and Misrepresented Mileage:
  The vehicle was advertised online as a new demo vehicle with 2,796 miles.
  During a conference call with my loan officer, the finance manager confirmed this mileage while on speakerphone with three witnesses present.
  The dealership then provided the same false mileage (2,796 miles) in writing to my bank, enabling the financing and purchase.
  Contract Execution:
  I informed the sales manager and Chris that my wife, who is Thai, has English as her second language.
  The dealership sent a contract with pre-marked X locations and instructions to sign and return immediately via FedEx.
  My wife followed these instructions while I was away on an event, unaware of the misrepresented mileage or the vehicles true condition.
  Discovery After Delivery:
  Upon delivery, the vehicle showed 4,000 miles, not the 2,796 miles advertised and confirmed.
  The vehicle's used status was misrepresented throughout the purchase process.
  Broken Compensation Promise:
  Initially, the manager offered $1,200 in compensation for the discrepancy.
  This offer was later rescinded, stating Mr. ******** said no.
  
  Resolution Demanded:
  Compensation to reflect the vehicles true market value as a used car, not the falsely advertised value of a new demo. According to our calculations the vehicle loses between !0-20% of its value new vs used. This comes to at least $2,600.

  Business Response

  Date: 12/17/2024

  As stated there will be no additional concessions made.

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday June 7th I went to Napleton Subaru of Palatine for an oil change. When I got home of 6/7, after going to the store on Sunday 6/9, and when I arrived at work on Monday 6/10 I noticed a little bit of oil under my after the engine had time to cool off. When I got home from work on Monday 6/10, after I parked the car and turned it off, I lost all of my oil. After cleaning up the mess, I waited until Tuesday 6/11 to get it towed into a Midas near my house. I was told they didn't put the plug all the way back in. In fact it was literally it was only 3 threadsit was pretty much dangling there. Through the remainder of June I tried to work with Subaru Corporate to get resolution through reimbursement for my expenses at ******When it came clear they wouldn't help me I reached out to Napleton Subaru of Palatine on Saturday 6/28. On Monday 7/1 a manager there reached out via email. Due to the holidays I didn't reply until 7/6. There was no reply so I followed up on 7/28 via email. I followed up again on 8/7. They have not replied to any of these emails. We are now over 3 months since it happened, and I'm confident without outside help they will not do anything.

  Business Response

  Date: 10/01/2024

  **** ****, our Service Manager, did authorize a refund for Mr. ************* The check was cut and sent out last week on Wednesday via regular mail - it should arrive by the end of this week or beginning of next.  My apologies to Mr. ****** for both the original concern and the delay in the refund.  

• Initial Complaint

  Date:07/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an out of state purchaser for a car. I did some research regarding this particular dealership, with many great reviews I didnt think twice. Well that does not seem to be the case for me. I purchased my car 3 months ago (4/13) and am yet to receive any documents for my license plates. I consistently followed up with the dealership to see if there was anything that changed for needed updating. They continued to push me aside and either give random dates when they would arrive or their manager **** would say I have no answers for you. Im beyond upset because Ive been consistently paying my car on time and am now driving with an expired temporary license. When I contacted them again they assured me that the *** received my documents on 7/8. Why would they have just now received them if I bought the car in April? This entire experience and level of professionalism is beyond wrong. Along with the negligence that has been shown to properly submit documents.

  Business Response

  Date: 07/23/2024

  The state of ********* has completed issuing plates and they have been delivered to the customer as of yesterday, 7/22/24.

   

• Initial Complaint

  Date:05/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I wrote them for a refund, and they responded that they would last Tuesday, and now I'm being deaf eared. Their staff made comments on my absence of an accent as an immigrant. I am not happy at all with my experience at this car dealer.I put the "hold charge" of $500 on my card at 6pm on a Friday and let them know at 6 am the next day on Saturday. I will be filing a chargeback with my bank in the next day if nothing is done. There's no reason for them to hold my money or not respond to me. I let them know at 6AM the next day BEFORE their business day started,a nd put the money down the night before just beofore they closed.I have the emails and receipt attached.

  Business Response

  Date: 06/25/2024

  The customer has been refunded and cashed the check 6/10.

   

  Regards,

  ***************************

  Partner

  *************************** Auto Group

  ******************

  *************

  
  

• Initial Complaint

  Date:02/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8-26-2023 I bought a 2023 Subaru Forester from Napelton Subaru of Palatine and was told 3 times at least that my brother would get a $100.00 referral fee for having referred me to this dealer. He had bought a Subaru from them 2 years previously. As of 2-14-2024 he still has not received a check. I have called my salesman at least 3 times to resolve the matter but no results. The last time I called my salesman, in November, I was basically told don't call us, we will call you when we hear something. I have not heard from them since. In early December of 2023 I messaged both my Salesman (*********************) and the General Manager (*******************) about the matter and have not heard anything from them. I used their own Web site to send the message. I just want them to live up to their commitment and send my brother his $100.00 referral check..

  Business Response

  Date: 03/12/2024

  ******************* our general manager has called and left two messages for the customer to attempt to resolve the payout of the $100.  We are waiting on the mailing address for the brother and the deal referenced that he referred in and to whom.

   

  Regards,

  ***************************

  Partner

  *************************** Auto Group

• Initial Complaint

  Date:12/16/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see that attached document that comprehensively outlines our complaint against Napletons Palatine Subaru for breach of a contract induced by fraud to our economic loss.

  Business Response

  Date: 12/28/2023

  Hello,

  With regards to ***** and *************************** complaint, we will extend the following offer in resolution of the concern.

  We will issue a check for $2188 as per their request under the following conditions.

  Both ***** and ******* will be required to sign the general release attached with no modifications or alterations (attached for review, can also be signed in person at time of pick up of check). 

  The subsequent issuance of $2188 and completed signatures on release will be full and final settlement of the matter.

  ***** and ******* can meet with either *******************, our General Manager, or ******************* or *****************************, our sales managers.  They can arrange to visit the showroom any time after Wed Jan 3rd to allow time for the check to be prepared and present in our showroom.

  Any questions let me know.

  -***********************

  *******************

   

  Customer Answer

  Date: 01/04/2024

   
  Better Business Bureau:
  
  In response to our complaint of breach of contract, commercial fraud, and violating the statutory obligation for businesses to act in good faith, we accept Napletons Palatine Subaru uncontested offer to compensate us for the economic injury it caused, including the time wasted trying to resolve this matter. An authorized agent of ******** must sign the General Release provided to us and email it to me. In turn, we shall execute the agreement and return a scanned copy. At which time, ******** shall immediately deliver a check in the full settlement amount to our home address via a third-party carrier that requires signature upon delivery. Upon receipt of the funds, we shall consider this matter resolved. 
  
  Sincerely,
  
  ***** & ***********************

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 29th, I bought a White 2008 **** F-150 with 95k miles from ************************* at Napletons Paletine Subaru. I brought it to my mechanic to do scheduled maintenance and they immediately noticed the frame was buckling as soon as the truck was being lifted. They deemed it unsafe. I immediately called the dealership on Wednesday 8/23/23 and spoke with *******************. His first question was can the vehicle be driven back? He was forthcoming in finding another similar vehicle in their network. I was hopefully we would come to a reasonable solution to this after this call. I called again on Friday morning 8/25/23 and spoke with *******************. He took my information down and was going to follow up. I did not receive a call back and returned the vehicle at 14:15 on Saturday 8/26/23. I spoke with ******************* and immediately the tone had changed. They wanted nothing to do with the vehicle. I was hoping the dealership would stand behind their product more, especially when it comes to a safety issue such as this. After trying to work on finding a replacement vehicle in their network, we struck out. **** agreed to verify my structural concerns on the vehicle but also made thin vail statements as calling abandonment on the vehicle if I left it on their lot. I was confused by this statement as he did say he was going to check the vehicle out. When I left, the vehicle is in the property lot and they keys are at the dealership as well. The dealership verified the claims of the faulty car and **** has offered four different cars for trade in the last three weeks. Two of them had double the milage or double the cost, one I was interested in but sold, and the last offered on Saturday (9/2) was a supercab not a crew cab as I need four doors for a baby seat in the back. At this point I am looking for a flat cancel on this purchase and to move on. I have spoken to the bank and they have requested the same to the dealership.

  Business Response

  Date: 09/20/2023

  We have processed a flat cancel and refund for the customer.

  The bank should be paid off any day now as the check was sent out at the beginning of the week.

   

  Customer Answer

  Date: 09/28/2023

  Complaint: 20589777
  
  I am rejecting this response because:  I have been having trouble replying to the messages and now the complaint is closed due to no response. I would like to open it up again with the following message to the business: I have receive the refund of the down payment and as of 9/28/2023 the loan is still open. A flat cancel has not been issued yet. Please see attached statement from bank of the loan being open. Please contact bank for status of flat cancel and advise. 
  
  Sincerely,
  
  ********************;     

  Customer Answer

  Date: 09/28/2023

  Complaint: 20589777
  
  I am rejecting this response because: I have receive the refund of the down payment and as of 9/28/2023 the loan is still open. A flat cancel has not been issued yet. Please see attached statement from bank of the loan being open. Please contact bank for status of flat cancel and advise. 
  
  Sincerely,
  
  ********************; 

  Business Response

  Date: 09/28/2023

  See the attached proof of payoff check posted deposited by ***** Fargo on 9/22/23. 

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20589777
  
  Thank you for providing the check copy. I spoke with the bank, while they still are looking for the check in their system, they said based on the amount, this is considered a payoff not a flat cancel (unwind). This means that I am responsible for the interest. Please contact the bank and specify this is for a flat cancel as agreed upon and provide the accurate amount. 
  

  They have an open case on this and the reference number is 30722811

  
  Sincerely,
  
  *******************

  ************

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am writing to file a complaint regarding a used car that I recently purchased from a dealership. The car has a major engine and other parts repair issues that were not disclosed to me at the time of purchase. I have attempted to contact the dealership multiple times to resolve this issue, but they have been unresponsive and unhelpful.I am extremely disappointed with the level of customer service that I have received from this dealership. It is unacceptable that they would sell me a car with such significant issues and then refuse to take responsibility for it. This has caused me a great deal of stress and inconvenience, not to mention the financial burden of having to pay for major engine repairs.I believe that this dealership has engaged in deceptive business practices, and I hope that the Better Business Bureau can help me to resolve this issue. I would like to request that they take appropriate action to hold this dealership accountable for their actions and to ensure that they do not continue to engage in such practices in the future.I bought the car for $9000 and within 1 week the car broke down and I had to tow it. The local mechanic could not find the issue with the car and later I took it to a ************** center and they quoted me a repair cost of $5860.15. Sincerely,*******************************************

  Business Response

  Date: 06/27/2023

  We have reviewed ****** complaint and have been in contact today regarding his concern.  The vehicle has over ******* miles and is not covered under any warranty.  The customer has also acknowledged that the vehicle was sold as-is and shown with no warranty or merchantability expressed or implied.
  

  We have offered to assist with a reduced cost for him to repair the vehicle at our shop and are working on an estimate for this repair.

  Customer Answer

  Date: 06/29/2023

   
  Complaint: 20243812
  
  I am rejecting this response because:

  I still havent heard from the shop with their reduced cost estimate. W**** the vehicle may have over ****** miles on it the dealership concealed serious existing conditions of the car prior to me buying it and thereby sold it to me for a much higher price than the car is actually worth. 

  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract number:231041831530 I bought a certified used vehicle from Napleton Palatine dealership on 4/14/2024. After buying the car it died on me in within 48 hours. The car was said to be checked and inspected, which we obviously not true. They replaced the Battery that shouldve been fixed in the first place. After asking for some fair compensation from the dealers GM to make it right for the ordeal and huge inconvenience and now mistrust it caused, he refused to even consider my ask of just including my parts (roof racks, all weather floors mats and a cargo mat for the trunk) that I was currently waiting on anyways to be included which is worth 432$. **** the General manager was very rude dismissive and provided no adequate way to make up for this large inconvenience. I asked to be refunded. He said it okay we will refund it to your principal balance and I was like no it needs to come off of my financing. **** he tried to say its not possible and its already done and I said it is possible because Im not going to be paying more for parts that Im never going to get from you.Come to find out one of the parts I requested was wrong (the cargo trunk mat) and they charged the wrong part (a trunk pull cover) to my financing so that is definitely an error and for sure needs to be corrected. The charge is more then part I wanted and now it is on back order. I dont want any of the parts anymore and I returned all the ones I had picked up including the wrong one to the dealership and need them to be taken off my financing. After talking to the parts guys he even feels bad for this situation and was telling me the whole thing was confusing and the paperwork doesnt make sense and theres different charges, which are different on my paperwork too so it just seems really sketchy. Ive been waiting to be in contact with a finance guy. Its been 3 weeks now and theres been no restitution and they are avoiding me. Ive been back in 3 times now and still no resolution.

  Business Response

  Date: 06/01/2023

   
  *******************, our GM has been in contact with this customer and I believe has resolved to her satisfaction.
   
  Originally, some of the accessories were picked up at the time she had requested a full refund she has since returned those accessories and a full refund for the accessories has been issued to her lienholder.
   
  Thanks,
  *****

  Customer Answer

  Date: 06/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the only one they offer and will not take it off my financing like I requested. Since my time is limited here I dont want to deal and fight with this anymore so this resolution will do. But I warn that the BBB should look further into Napleton Subaru of palatine because they are not doing diligent work by charging the wrong accessories to financing paperwork, selling cars that have not been throughly checked and providing the worst customer service after they have your money. Im sure I am not the first and wont be the last, Ive heard awful things about car sales here after the fact and wish I wouldve went somewhere else. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Visited the dealer , Napleton Palatine Subarau to purchase a new 2023 Subaru Impreza Hatchback Premium MSRP $25535.00 on 3 30 2023. The vehicle they had and I test drove I was told after making the trip to the dealer had already been promised to another customer. They offered a vehicle in White with black interior and basically the same packages, MSRP $25403.00 they said would be delivered 4 12 2023. I made a down payment on this vehicle and have been waiting its arrival. Initial delivery date was 4 12 2023. That date passed and I was told the new delivery date was 4 16 2023 a Sunday.... I was contacted by the sales consultant on 4 19 2023 the vehicle was arriving for me to be picked up 4 21 203. My wife and I went to pickup the new car today 4 21 2023. The incorrect vehicle was offered to me , in my opinion bait and switch. They offered a Silver vehicle with the same equipment and model and with 150 miles as the car I was waiting for. They also attempted to increase the sale to me by approximately $1000.00. This is in my opinion fraudulent sales practice. I had previously advised the dealership I needed the car before the end of April 2023 AS MY PLATES WERE TO EXPIRE. The new car is getting new plates. I also mentioned the car they were getting for me I did not want it being used as a demo car to have as few miles as possible when I get it. I expected 3 to 10 miles maximum. They have done none of what was promised in the sale. They I am told are searching for a car right now and will respond today with the vehicles availability. I will be contacting the ******** ************************ regarding the sales practices. The dealership said it was an honest mistake on their part. I do not believe them...

  Business Response

  Date: 05/09/2023

  Our General Manager ******************* has been working with the customer who returned today to return the final parts still in her possession.  We have agreed to refund the full balance for all accessories, $429.85 plus taxes directly to the bank as they do have a lien on the vehicle and must receive any credits directly.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19966613
  
  I am rejecting this response because: It has nothing to do with my car not being delivered. The response is not to me or addressing the issue.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/23/2023

  The vehicle that ****************** left a deposit on was not available as it was sold to another customer.  We have already reviewed several alternative options for sale of a vehicle to ****************** and none of them were satisfactory.  Therefore, it will not be possible to achieve his desired outcome of 'delivery' of the vehicle.

  Customer Answer

  Date: 05/28/2023

   
  Complaint: 19966613
  
  I am rejecting this response because: They never had the correct vehicle. They attempted to deliver a Silver car with 150 miles on it. The car was not a white car as purchased and  that I paid destination fees on so it would not have any miles on it.
  
  Sincerely,
  
  ***************************