ComplaintsforNapleton's Schaumburg Subaru, Inc.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Insert my coupon code in the Auto Hook (Urban Science) website to validate my test drive. I did the test drive with *************************, but due to a personal grudge the dealership refuses to honor this offer. We have a contract in places which entitles me to the incentive. Prior to filing in small claims court I am attempting to settle this in an amicable manner. I attempted to reach out to the dealership, but they will not respond. I am seeking BBB help in this matter due to this was a marketplace interaction. Test drive code is code #: ********** Date of marketplace interaction was 6/18/2024. They promised in writing a validated test drive, but still have not executed the validation. I completed the test drive and upheld my end of the deal. **********************************.

  Business response

  06/25/2024

  During this gentleman's visit, he was asked to produce proof of current insurance along with a valid driver's license. At that point he responded with speaking "assholes" loud enough for several different employees to hear it. He was told our transaction was through and we would not be honoring the promotion. He did not test drive the vehicle as described due to being incapable of behaving in a reasonable civilized fashion. Our employees are not obligated to be abused so that he can collect on a $50 promotion. I struggle to see how one person could be so bold as to insist on being treated in such a fashion while themselves showing a complete disregard for extending basic decency themselves. 

  Customer response

  06/27/2024

   
  Complaint: 21891455
  
  I am rejecting this response because I have video evidence that I physically took the test drive and your dealership has a plethora of video footage proving I did take the test drive.  In the year 2024 it is hard to get away with not telling the truth because of multiple video cameras.  If you review the footage you will see I did the full test drive.  Do not destroy the video footage as that serves as evidence.  Furthermore,  I have had my video camera along with voice recorder on from start to finish.  I can present this evidence in Small Claims Court if it comes to that.  I am requesting a full investigation into your video footage and I am confident if you do that you will see I completed the test drive.  The video footage in conjunction with the Terms & Conditions entitles me to the $50 incentive.  Validate now.  If I am forced to file in Small Claims Court I will ask for triple damages as allowed by law to cover my filing fees.  I am confident I will prevail with video and audio evidence from my Smart Phone.  Prior to sinking the time into Small Claims Court I am attempting to settle this in an amicable manner.  When I left the dealer any words that were overheard were directed towards someone I was talking to on the phone, not the sales staff.  No negative comments were directed towards your staff.  I had the phone on speaker and was talking to someone else.  Do further research.  Explore video footage at the dealer as that is the point of it.  One step I will take prior to Small Claims Court is request a corporate level investigation.  Perhaps higher *** will be able to see the light.  I implore you to validate now to avoid a corporate level investigation and Small Claims Court. I have always been a big fan of Subaru and I truly am in the market to buy one, but my plans have been put on hold due to this unpaid debt. 
  
  Sincerely,
  
  **********************************

  Business response

  06/27/2024

  If you did in fact record our interaction without our authorization, that would mean you also recorded yourself calling our staff "assholes"? But how could you have been speaking on the phone to an outside party at the same time we were being recorded without consent? Also, *********************** is a sales manager at the dealership and has not test driven a vehicle with you or anyone in months. I also fail to see how a $50 gift card payout would uphold the purchase of a new vehicle that would exceed $25,000 but maybe that could generously be described as stretching the truth which would fit past behavioral patterns. 

  You are welcome to pursue the redemption via the 3rd party that originates the offer, which is Auto Hook/Urban Science. The dealership will not be making any efforts to redeem it after the abusive behavior displayed. 

  Customer response

  06/27/2024

   
  Complaint: 21891455
  
  I am rejecting this response because I did the test drive.  This is my final communication and attempt to settle this.   I am putting into writing that I will file a Small Claims Court suit for Triple Damages at the ***************** in downtown ******* after the final deadline which I am setting which is  July 5th 2024.  At that point I will proceed to file  the Small Claims Suit between July 5th, 2024 -  August 5th, 2024, but not after that date.  This dispute will be settled by an impartial judge whose decision I will accept whichever way it goes.  It should be noted lawyers are not allowed in Small Claims Court so it will be myself there along with dealership staff. I did have verbal consent from the dealer staff to audio and video record the test drive. 
  
  Sincerely,
  
  **********************************

• 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. 

*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. ↩