Napleton's Palatine Subaru

Communication 10/10

They just sent an email asking to visit their dealership. No phone communication.

Quick response

Once I expressed interest, I was continually contacted by 2 different people 1 -2 daily until I finally scheduled a test drive. After that I told 2 different people I was no longer interested but was still contacted 2-3 more times after. It was excessive; but I think they finally stopped!

I’d give them ZERO stars. They tried to sell me a car that already had a deposit on it. Also, locked in a price with my brother-then made us feel like liars for suggesting the price. The manager that locked in the price never came out of the office. Now they’re sending me pictures or crap cars-nothing like what I was looking for. I WILL NEVER BUY FROM ANY NAPELTON DEALERSHIP! I can see why they’re so big.. they’re crooks.

Car didn’t have working AC. Salesperson said they’d have it looked at before we got back and hadn’t. Agreed on a price under listed “if the AC is fixed and I get a second key.” They wouldn’t honor the price we’d agreed on when they looked at it and it needed a compressor. Said it would cost them $1200 to put in compressor. We left. Rep kept calling next week to say they fixed it and would give it to me at listed. No thanks.

Very fast for responding right away. Customer service was great overall easy to contact.

Seemed nice but not willing to allow me to take the vehicle to my mechanic to check out so I won't go look at it.

Dealer promptly responded to my inquiry- very helpful even though we didn’t purchase.

very please purchase the car

Awesome

Fast service. Great communication.

This dealer was not very helpful. I asked for more pictures of the vehicle for sale. I was told it needed body work so I wanted to see what kind of bodywork it needed. I don't live near Palatine and didn't want to waste my time. I never recieved any pictures or a description of what kind of body work.

Unimpressed with the sales people we had issues with the car that we asked to have taken care of and they made no attempt to do that they were just pushing the sale and that was it

Everyone in the team was so nice always willing to assist at any given moment. Exquisite customer service. Top notch. Keep it guys. Thanks for the follow up as well.

Very nice

Fantastic !!!!!

Excellent service. Daniel specifically was so personable, sweet and professional.

Very helpful and friendly

I visited this dealership to test drive the 2011 Tribeca. It was not in great condition (including problems with the alignment) but the salesman did not seem knowledgeable or willing to acknowledge the problems. Instead he implied that this was normal performance for the car. We felt like this visit was a waste of our time.

Very professional! Impressive experience. Staff was knowledgeable, attentive and thorough. In the end we didn’t purchase from them, but will consider doing so in the future.

Superior customer service

The dealer responded to my inquiry very quickly. I was able to make an appointment to test drive a car just a few days later. When we arrived, the salesperson we were supposed to meet with was unavailable after delivering a car to a customer and being stuck without a quick ride back. So they immediately substituted a different salesperson, who did the test drive with us. I appreciate that he stepped in, but since he wasn't the person originally scheduled, he wasn't prepared and didn't know much about the vehicle, which is understandable. He was still as helpful as he could be, and very nice and professional. We appreciated the time he took to show us the car.

Great

I found their prices to be very competitive even though I did not get into any indepth negotiations. I will purchase a vehicle near the end of 2020 calendar year and definitely consider Napletons before making a final decision.

Good communication, Friendly Employees

Easy to get a hold of and contact. Once we arrived at the dealer, we noticed they are going through renovations and that these have disorganized them a bit. There was a bit of confusion over which person was supposed to help me and where the specific vehicle was. Once that was taken care of, they were helpful, and knowledgeable. They were definitely more aggressive than the other dealers I visited, but not overly so. They respected boundaries and were really good at making sure you had all the info you needed.

Made contact right away also took my call. Ended up buying somewhere else. Make sure you ask about the fees before closing on a price.

I didn't buy the car but they were very helpful and knowledgeable on their product

Quick response

Never made it to see the car dealer very helpful

Sales experience was good. Financing experience poor. I have A1 credit and the finance mgr tried to give me a higher interest rate and unnecessarily ran my credit multiple times . He waited until I asked what happened with the 3.49 rate and pretended like he was going to tell me about it eventually !

Great dealer to work with made my car buying experience painless!

Very good experience but they had on 2.5 L engine cars on the lot. Couldn't drive an Outback 3.6. Pricing was in line with the better deals that I found.

Nice people to do business with

He was going to get back to me with some questions I had and that did not happen. He had yet to see the car himself. it is possible it has sold. He was pleasant. I could have called him back and I've been busy and have not followed up on my end either.

Dealer was most helpful, but purchased auto somewhere else

We did not buy yet, but hopefully soon and they are willing to help in anyway possible to make the best deal.

Initially the sales person was (Isaac) was very nice and I ended up buying the car. After I took the car to the mechanic, there were over $2k in fixes that were necessary, some imminent. I told the manager Isaac assured me the vehicle got a full check up from the service department and Isaac solidly refuted this so the manager said he couldn't take my word and could do nothing for me.

Issac was very responsive and helpful but the car was filthy so it did not present well. It had a few maintenance issues plus the accident damage that made it a bad choice for us. We drove so far and were disappointed but that is the chance you take with a used car.

They got back to us quickly. They seemed willing to work with us. They said there was an issue with cylinder one not working. My husband is a mechanic so we wanted to see it anyway. I did offer them $1,000 over the phone and Josh said that they would consider any offer. They had it inside like we asked. After inspecting the car, my husband determined that it would need a new motor. We again offered them $1,000 as is. Josh seemed somewhat willing to entertain any offer; However, the older salesman said No way they will accept that offer. They want $1,500 to it’s going to auction. So my husband said we would pay the $500 they would get from the auction house right now. The older salesman said No way his manager would go lower than $1,500. Pretty funny when Josh said over the phone that my $1,000 offer would certainly be considered. Truly felt like this was all a ploy to get us in and not accept our offer and beat us up on the price. A new motor is over $2,000! Not happy.

The advertised price isn't what they sell it for. Extra fees for the internet and detailing. Then they waved those and you end up back at the original price. It is the old time car buying experience. "Let me talk to the manager" and tactics like that. Just give me a straightforward, upfront, honest car buying experience, please.

They quickly contacted me. Great service!

Emailed called and made appointment to buy vehicle.salesmen said come on by I'll get it ready for you. Traveled 30 miles in rush hour traffic. And told sold vehicle. (Bait and switch) Issac was salesman

no good things to say. It seems like the customer service stopped once we left the building. we placed several phone calls to the dealership there days after the purchase. We spoke to the salesman who was going to call us back. We then called back after no response from the salesman. We were told the manager would be contacting us back. We still have no response. Also PS two days after the car was bought we had to spend 200.00 on repairs.

Great customer service!

Received call, call was very pleasant and business related. I received another call from my doctor, ask salesman if he could hold on, he said yes, when I returned to call he had hung up, therefore, I cannot give a rating at this time.

Good follow up by salesman.

Excellent Customer Service.

I did not spoke to them. but they did contact me right away. Cuz I was talking to someone else for another vehicle.

Helpful, knowledgeable people that have the products they advertise. No hassle, just a fair deal and fair price.

Returned calls very promptly. Good communication.

Contacted me immediately.. I’m actually still interested

The response time to contact me, was very quick. Any delay in looking at the vehicle I'm interested is solely on my end. I am hopeful to do business with them in the future.

Nice dealer. Tried hard to find the right car for me! Very friendly and responsive.

Very helpful

I do thank to all these sales people for trying to help up to any need you might have

Great experience. Good price. Satisfaction is their priority.

Good Communication

The car turned out to be great. The salesperson was helpful. We had to wait 2 hours to get to see the finance person. They just kept adding on charges that other dealers include in the sale price.

Helpful and friendly staff. Nice looking dealership price matching on cars is very good

Daniel was exceptionally helpful and responsive to our needs and concerns. And when a last second problem arose, the dealship from owner to sales stepped up their efforts to make certain we were happy. In short, they went above and beyond.

quick communication, friendly, engaging

Would never recommend them to anyone, told me it would cost 2000 more for car if I wanted it because they put brakes and windshield on. Felt like all they wanted was to screw me. Worse dealership I ever went to.

Quick response and helpful info

They were very helpful. I would have been coming a good distance to look at a 04 Land Cruiser and they were more than happy to answer any questions I had plus send extra detailed photos.

I contacted this dealership about a vehicle and after several messages back and forth I can say that salesperson Daniela is very honest and helpful. Wish I found a vehicle in my price range there so she could get a sale!

Nice people

Joe was very informative and patient.

They we're polite, the car was exactly as stated and gave me the best deal possible.

great they answered all mt questions and would help me with shipping this car

After I contacted them and visited they were ready for me with the car. Nice people and willing to provide all the info they could on the car. Still looking , but I might be back!

Wouldn’t really negotiate the price. But overall a good experience.

Professionals who had kept the used cars in clean and great condition.

I inquired about a vehicle they had online as it was priced very well. They wrote back and said the actual price is an additional $1295 because it’s a certified pre-owned (CPO) vehicle plus the normal taxes and fees. Why wouldn’t they advertise the price that include the CPO certification? Seemed very deceiving and made me wonder what other hidden fees they’d try to add on, so I told them I wasn’t interested in doing business with them.

Joe was my saleman and he was great from beginning to end of the sale.

Contacted me right, they were very nice people. Answer all my questions with no problem

Tom N. and Tom S. We're both very friendly and accommodating. It was a pleasure meeting both the Toms.

Very shady, would not send a purchase agreement when asked. Then added 765.00 worth of fees to the price, to top it off they never called back after the fees conversation.

Wonderful Staff. Casey & everyone we’re very nice. They worked with our budget. It was an awesome experience. Great Place, Great People!

I called them ask to come see the car. By the time I got there they sold the car they could have called me. They didn’t . Saw another car and bought it. Thanks for your site it help a lot.

Even though we didn’t buy the car, we have to thank Joe McAvoy for his patience to answer all our questions. Really friendly, totally recommendable.

quick responses

Nice customer service

this dealer responded promptly

Dealer called within hour of inquiry. Visited them on a rainy Saturday afternoon. Our salesperson Bill S. was very helpful in explaining vehicle condition and features during test drive and consultation. We purchased vehicle within 1/2 hour of negotiation. Bill S. gave us a very reasonable price. There was no back and forth with 'Manager' and only time we saw manager was at end for a hand shake. This is our second vehicle purchase with Bill S. and he is highly recommended.

Car was sold that Monday morning I made my request on a Sunday so really didn't have time to respond but they did contact me to tell me car was sold and if I was interested in any other car I wasn't

Great!!!!

I requested pictures of a vehicle a week ago. Their only response was "pics will be available soon." I haven't heard from them since.

Been very responsive and helpful

Quick response

Dealer contacted me right away and provided contact info as well. Have not decided if I wanted to go just yet.

I've never liked car dealers, have had several bad experiences with them, and have always purchased private party . . . until now. Joe McAvoy was the least pushy salesman I've met anywhere, and he let me examine the car with a fine tooth comb without making me feel rushed or talking my ear off. I left with a great car and a good buying experience.

Great experience! Everyone was so helpful and really wanted me to find my perfect car! Definitely will go back! :)

Good customer service, was arranged an appointment immediately.

gave an offer and there were prompt in responding email back and forth but they did not want to sell the vehicle

To begin with I must say, car buying is very uncomfortable for me. But!, the people at Roto were very good with me and not too persistent. I did'nt feel uncomfortable.

called the dealership about a car that I saw in the used listings. Roto was asking a very fair price through the internet, and Tom Nordyke got back to me right away. As I'm out of state, I didn't think it would all work out - but I had a chance to come in. The car was better than described, and Tom was very friendly - no-pressure, no-nonsense. The deal was done in less than an hour. Typical, at close they ask you if you want extended warranty, but no pressure on that either.

Very good

Just great

Saw car posted online, went to the dealer the next day..... Got there and was shown no customer service what so ever from the manager at the used cars. He was just plain and did not say much. Quite rude if you asked me. Then I came in to ask for the car and they tell me that they have already sold it. Not worth the drive. These people are not professional. Worst experience of my life.

Very nice and you feel no pressure

Dealer initially responded quickly. As I got closer to buying and needed more assistance that went away quickly. We ended up buying the car because it was a great deal, but not because they went out of their way. The whole experience did not reflect what I would picture as a professional business.

Offer that they gave me for my car was the lowest offer I've gotten from anyone When I asked if they could give me more they said no take it or leave It.

Confirmed car was of a different engine type than what I was looking for. Offered to keep an eye out for me.

Left me a message. I no longer needed to talk with them. Didn't bug me.

The car had to many obvious major mechanical problems. Natalie however, was courteous and friendly.

Fast

quick response, matter of fact statement that they wouldn't be flexible on price led me to go elsewhere

Was in contact about the vehicle in question with one person online for a couple weeks. Vehicle had been listed for about a month. Called that day to ensure the vehicle was still on the lot to test drive, was checked & confirmed by an employee I hadn't spoken to before. When we arrived I was told (by the employee I had emails from) it was not on the lot as the owner had not turned it in yet. He didn't know what happened. Was told they had no other similar models on the lot to test drive. My father saw an employee move an exact replica of the vehicle we came to see from the lot to the garage. No idea what happened but would not do business here.

They were fabulous! Responsive, helpful, everything.....

Responded immediately

Contacted me about car right away. However I want to continue looking..

Frank was great and made everything very smooth. I bought a GMC terrain. Every thing works well till now.

Quick and easy.

Bob Swanson treated us well. They did what they said they were going to do, and didn't push us on our choices.

frank gomez he's nice,not pushy

Responded quickly. Pleasure to do business with Roto. Will return for my next new vehicle.

Great deal on my car. Professional, friendly staff.

Excellent experience. Referred friend to salesman

Bought a used car that has an oil leak they refuse to fix, this is not the same Roto dealer I was neighbors with growing up, Roto's are not involved with the business. If they were, either the car would have been fixed prior to selling, or they would have fixed the problem once I brought it to their attention. Will never purchase from, not recommend, them again.

Poor vehicle maintenance , poor customer service ,over priced vehicles and scam /dishonest personnel. we agreed and sing on a price on the invoice and on the contract they did not honor that price , they refuse to refund down payment .beware of frank , Jeff , and ( the boss ) . After this incident I call several times and to try to get someone to return my call but no one has called me it's been 20 days since the terrible mistake, hope this is helpful save your self a huge headache and stay away from them

This dealer was about an hour away but I had a FANTASTIC salesmen - Ryan - who made it worth the trip. He immediately answered every e-mail and text I sent. He was not a 'high pressure' salesman and I felt he treated me very fairly.

A little slow on email response, but went there and had a good experience on site

Very nice and professional. They had the car I wanted and made sure it was ready when I picked it up.

Jo the leasing agent was good,

They were ok.

Bob Swanson was very responsive and willing to go the extra mile to answer questions and send requested information.

Got one email; dealer too far away for any practical use.

Paul was very helpful.and a large selection of nice used cars.