Napleton's Schaumburg Subaru - Service Center

Terrible Customer Service Brought my 2016 Forester in for routine oil change. The service advisor that I used to deal with appears to be gone. The one I dealt with this time Brought my 2016 Forester in for routine oil change. The service advisor that I used to deal with appears to be gone. The one I dealt with this time hardly spoke to me at all. Also got my car back with a big white mark on the passenger side of my (black) vehicle. Have been trying to get the service manage on the phone for 3 days - still no call back. I will choose another dealership to go for routine maintenance from now on. I will never go back to this dealership. More

STAY AWAY-RIP OFFS Don't waste ur time and money! Their service dept is a complete joke. Unprofessional and rude. What a waste of money this was, worst experience of my Don't waste ur time and money! Their service dept is a complete joke. Unprofessional and rude. What a waste of money this was, worst experience of my life.This the worst service department I have EVER dealt with. Never have I been treated this way in the past and will never return here again! The staff is unwelcoming, rude, unprofessional, ignorant...I can go on! Took my car in for minor repairs kn a saturday. They asked me to leave the car there and they would contact me with information. I never heard back from them. Monday I attempted to reach them via telephone several times. Was placed on hold for 20 min. So I finally decided to drive out there and see what was going on. They said my car would be ready in 15 min and charged $200. After leaving with my car I was stranded for 2 hours in a parking lot, had to pay for a tow truck, took the car back the next day. They showed no sympathy, didn't even apologize for the inconvenience. I picked up my car today and it still doesn't work but this time my turning signals are not working and instead my wipers and hazards turn on. The techs are clueless here. Please stay away and take ur business elsewhere. More

Since changing ownership, the service center has screwed up my family's '05 Outback three times. After the first visit, the fuel door would not open, no matter how many times you pulled the lever. It requir up my family's '05 Outback three times. After the first visit, the fuel door would not open, no matter how many times you pulled the lever. It required being levered open with a key, screwdriver, or something similar. We have since fixed the problem on our own. The second time, there was a problem in the steering column and when taking it apart, they lost a part of it. Instead of being in the service center for a few days, they had it for over a week while they puttered around, waiting for the part, standing around, and then getting our car back to us hours after we told them we'd be needing it. This last time, the belt on the engine broke. The day we got it back, I drove it from the dealership to home. Once in the garage, I noticed what appeared to be smoke coming out from under the hood and in through the vent. After poking around under the hood for almost an hour to figure out what was going on, we found that they had forgotten to put a hose back that they'd needed to disconnect in the first place to get at the broken belt, resulting in the entire engine block and various other areas under the hood to be covered in a mixture of water, antifreeze, and coolant. Once putting the hose back and locking it in place, the car began to overheat quickly and smoke. We put an entire bottle of antifreeze in and now it runs as it did before but needless to say, we have little to no desire to entrust our car to them again. More

My first Subaru was a 2009 Impreza, I had a grinding noise when braking, brought the car in and they said the pads were on backwards, I being a mechanic myself knew this was not the right problem they h noise when braking, brought the car in and they said the pads were on backwards, I being a mechanic myself knew this was not the right problem they had lied and charged me 160$ to switch them back, they most likely sprayed the pads as the noise came back a few weeks later, I decided to fix it myself turns out the pads were not the right material, easy to fix but I was not happy about being charged for a lie. Second Subaru was a 2012 Impreza hatchback, I just recently took it in for its second oil change I have only put 8k miles on this vehicle in 14 months, needless to say I told the service desk that the coolant overflow was at low, they said they would take care of it, sure enough after my first experience I decided to pop the hood and low and behold the coolant was still at low, not at full where it should be, I went back in and told the service employee he said "that's where it should be, if you fill to the full mark it will overflow" once again being a mechanic I knew this was another lie, but even so I decided to double check as I am not fluent with Subaru, inside the Subaru manual that comes with the car it states, if the level is at low when the car is cool (68 degree's currently and the car had been sitting for 5 hrs) it should be filled to the full mark. So this is lie number 2 this dealer has lost my business and I posting this others will beware when dealing with their service dept. More

This service department is very rude and lied to me and even got called a lier by tech. Poor communication between staff and no customer service. They are very unfriendly and seems you bring your car in f even got called a lier by tech. Poor communication between staff and no customer service. They are very unfriendly and seems you bring your car in for repair you are putting them out. Perhaps, they should be put out of the dealership door. I would NEVER go back. Chris Napleton when spoke to did not apologize. I also felt he did not care. Stay away from this dealership. More

After a long days work the last thing I wanted to deal with was car troubles, but Ryan took charge and really made a bad situation more manageable. Everything was explained in a way which made sense to me with was car troubles, but Ryan took charge and really made a bad situation more manageable. Everything was explained in a way which made sense to me and I trusted his judgment which really paid off. Being a women I am often worried that I will be taken advantage of in these sort of areas but Ryan went out of his way to make me comfortable.In the future I will not hesitate to bring my car to them as they are a no nonsense company. More

Mike, the service manager, and his assistant, Ryan, gave us spectacular service on our Subaru Forester. The attention was personal and professional. The work was timely performed. We would recommend Napleto us spectacular service on our Subaru Forester. The attention was personal and professional. The work was timely performed. We would recommend Napleton Subaru's Service Dept. to anyone! More

I came in for a recall on my 2009 forester (computer module reprogramming) I made the appt 2 days in advance for 7:30 in the morning. I asked the service tech about how long will it take he said 30-45 module reprogramming) I made the appt 2 days in advance for 7:30 in the morning. I asked the service tech about how long will it take he said 30-45 minutes tops. Well almost an hour and twenty minutes later my car was ready. The car was outside running and had been for a while because my fuel economy dropped significantly from where it was when I brought it in. I witnessed two people arrive after me and leave before me for service. Ever since Napleton took over the dealership the Service dept. has gone downhill. The wait time is longer than promised, they do unwanted work, the staff is not very friendly, and they don’t provide any coffee or refreshments (water cooler was empty). Subarus are great cars and I will buy another, the sales team (pre Napleton) was excellent (I have no experience with the Napleton sales team), but as far as servicing I will take my business elsewhere. More

Service was excellent and was informed on what addional service that was needed and how much it would cost and approximately how long it would take. service that was needed and how much it would cost and approximately how long it would take. More

Had an unscheduled service issue with turn signals and rear view mirror on my 2010 Impreza. Very friendly staff assisted me right away, and was able to repair the issues promptly. Very short wait time, rear view mirror on my 2010 Impreza. Very friendly staff assisted me right away, and was able to repair the issues promptly. Very short wait time, parts were in stock, and the problem was resolved. All covered under warranty and the repair process was fully explained once the issues were diagnosed. Will use again. More