Customer Testimonials

10/10 best dealer hands down.

Everyone at Palatine Subaru was great to work with. Joe McAvoy was our sales rep and he was very helpful and patient as we went through the process. The finance guy Michael walked us through all the many documents very efficiently. It all made the car buying experience much less stressful.

Promt and courteous service personnel.

Everyone is exceptional. Especially Dan and the lady at the front desk ( I never knew her name, but she speaks Spanish incredibly - juggling seamlessly between Spanish and English speaking customers. She is very dedicated to clients good experience. I want to say Maya, but I am not sure.

Friendly and competent

Dan Huff is my service advisor. I trust him to help make decisions for my Subaru servicing needs. He listens and comes up with good recommendations. I have not met the service technician that did my yearly checkup yesterday, but my 2014 Subaru Forester premium purrs like a happy kitten.

Mario Escobar - was great , very informative and never felt pressured. Great experience buying our first Subaru !

(Translated by Google) Excellent service, thank you so much to Mario Escobar, he helped me a lot throughout the entire process and answered all my questions (Original) Muy buen servicio muchas gracias a Mario Escobar me ayudó mucho en todo el proceso y resolvió todas mis dudas

Ryan and Peter were a huge help.

The service team was great. Very detailed and explained all the procedures.

Mario escobar was such a good gentleman. He helped me with the easy process of getting a car. He was very knowledgeable and very friendly and also it did not take that long was very quick! If you need a car you need to get in contact with Mario!

Service writer is efficient, and friendly. A nice person to deal with

Very good service, friendly stuff!

I had a very pleasant experience purchasing my new Subaru with Angelo. He was patient, helpful, and honest. He took time to answer my questions and address my concerns; he genuinely wants to help you make the best choice. His down to earth demeanor made me feel comfortable, which I appreciate. I would highly recommending asking for Angelo when planning on purchasing through Subaru Palatine - you won't be disappointed!

We had a wonderful experience at Napleton Palatine Suburu. Joe was our main contact. He was easy to work with, explained things to us and was very helpful. We were told To call with any questions. The finance manager Chris was also very helpful. We would highly recommend this dealer. Bonnie amd David Miller

Very helpful, nice staff. Clean comfortable waiting area with awesome bagels and coffee. Total experience was a 12!

From booking to pick up this experience was seamless. I researched prior and believe I received a fair price for my automatic starter install for my 2017 Legacy. No pushy tactics by the service team and the integration of the customer portal was insightful! I received a loaner for the day at no extra cost. Bagels, coffee, popcorn and water were available at 7:00 am! 10/10 would recommend! I was even able to settle my bill online!

I had an Outback in good condition that I needed to sell last month when I bought a new car. I took it to Napleton Subaru, and everything went great. Everyone was a pleasure to work with, they made a fair offer, and payment arrived promptly. Definitely recommended.

Drove 30 miles out of my way to buy a car salesman was great dealership was great need I say anything else

VERY good customer service! Ryan was extremely helpful and took the time to explain things without rushing. Excellent video of work performed. Free customer carwash. Ryan was so polite, friendly and courteous!

Good Experience

The shopping experience here left me feeling extremely grossed out. We dealt with a salesperson named Rammy and here's the rundown: We're well-qualified and ready to buy new, pre-approved and very much decided on the vehicle we want. Before we even get to the finance office, Rammy throws almost $4300 worth of add-ons on the invoice. Never asked us. Didn't inform us what they were, just put these two "DAS" lines on the sheet and looked at us like they were supposed to be there. Only once we politely asked what they were did we get ... Read More

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Google - Nov 2, 2026

The shopping experience here left me feeling extremely grossed out. We dealt with a salesperson named Rammy and here's the rundown: We're well-qualified and ready to buy new, pre-approved and very much decided on the vehicle we want. Before we even get to the finance office, Rammy throws almost $4300 worth of add-ons on the invoice. Never asked us. Didn't inform us what they were, just put these two "DAS" lines on the sheet and looked at us like they were supposed to be there. Only once we politely asked what they were did we get any sort of explanation. One is an overpriced (almost $3000) PPF coating & warranty that you do not need on a $35,000 vehicle. Asking to have that removed began a torrent of gaslighting. "Almost all of our customers get this!" or (in a whining tone) "It'll start fading!!". Rammy's sales pitch for this coating was that every single inventory car in the lot was losing value to sun damage as we spoke. I'm being serious. They'll sell you this and then try and sell you GAP insurance for the depreciation you suffer driving off the lot, spot the logic there. The other ridiculous portion was a $1200 package that included 6 oil changes, a few car washes, and two tire rotations. They pitched it as a "$3000 value". Absurd. It's Chicagoland, you ain't even getting those car washes half the year. Anyway getting both of those removed was like pulling teeth, and then come time to wrap up the transaction, we get told the exact model & color we chose will be arriving later. How much later? They aren't sure. Maybe before month end, maybe not. The moment they got a $500 deposit their whole demeanor changed. The following week our correspondence with Napleton revealed to us that the final, agreed upon terms & financing "could" change if the vehicle is delivered *after* the current deals end. Mind you, we'd already signed a document showing our approved lending, monthly rate, APR, and paid a deposit. They now think they can just unilaterally change that if they get a later delivery than they originally vaguely promised. Delivery window went from "later next week" to "sometime middle of next month" and we were done with them. It took escalating to the manager to even get the true delivery window, they were redacting screenshots and responding in stilted messages prior to that point. I'm not a fool or a toddler, I'm not going to pretend that these "deals" or "promotions" you have running come from some higher plane or deity, they come from *YOUR* corporate owner and YOUR business. Honoring what was already agreed to and shaken on is a baseline, telling me when my delivery will arrive is a courtesy I get for even $10 packages from Etsy sellers, I'm sure Subaru of America can manage. We went to Muller Subaru on the other side of town and they had us in and out within the same evening with the exact vehicle we wanted. They tried offering similar add-ons like coatings, but they *OFFERED* them, they weren't abusively foisted upon us and then further pushed when declined. I will NEVER come to Napleton for anything else and I will be actively dissuading people from coming here in the future. Almost as an aside but the salesman misgendered me multiple times despite some gentle reminders from my wife. I'm not really a stickler about this but gosh maybe spend a little presence of mind on your actual customers and a little less on pushing your slimeball add-ons. "Not like other dealers" Ha! bet.

Had a great experience at Napleton’s Palatine Subaru. I ordered a 2026 WRX from the factory and my salesman Bart made the whole process easy start to finish. Kept me in the loop, answered questions, and the rest of the team was just as helpful. Highly recommend

Most professional and always very helpful

I think Ryan Cuellar is exceptional.

Truly exceptional service, from beginning to end. Bart was our salesman, and he was an absolute pleasure to work with, and made me feel welcomed and taken care of the entire time. They helped me get my dream car and were genuinely happy to do so. Great people and atmosphere, overall 10/10 experience. I would recommend working with Bart, he did a fantastic job. Best dealer experience I have ever had, hands down.

Last week, Christian helped us at the dealership and honestly, he was very kind, friendly and reliable throughout the entire car-buying process. So far, everything has gone well with our new car. If you want a great experience, I highly recommend him.

(Translated by Google) Mario Escobar gave us excellent service, better than we expected. Thank you so much, Mario, for your help. Have a great day! (Original) Mario Escobar nos atendió excelentemente mejor delo que esperamos muchas gracias Mario por tu ayuda que tengas un excelente día Gracias

Just got my 3rd Subaru and will be heading back for my next one. These guys always take care of me. Shout out to Austin, Ramy and Chris for making the experience quick and easy and enjoyable.

I gave my 2015 Subaru Outback after buy inspection. They were able figure out all issues and eliminated the issues that I was experiencing. Check in and check out process was great 👍

Fantastic service

The team over at Palatine Subaru was very warm and friendly with me. They were able to show me models of vehicles and they found the one that I really liked and that worked out for me. I was working with Vic and he was very transparent with me about everything. I would say I had a great experience with Palatine Subaru and would go back if I ever need another vehicle. Thank you for everything.

I purchased a new car from Napleton Subaru in Palatine last week, and I had a very positive experience. The salesman Angelo helped me through the “buying” experience without any pressure and focusing on the type of vehicle/features that interested me. He was patient and spent time with me on 4 different occasions. The whole process was as comfortable as buying a new car can be. Managers, salesmen and financial representatives were all friendly, professional and knowledgeable.

I was not happy that the price for the check went up. All it is is a tire rotation!

I had such a great experience buying my Subaru! Anastasiia and Chris were absolutely wonderful. They were so friendly, patient, and helpful with everything, and they really made me feel comfortable throughout the whole process. I’m so happy with my new car and really appreciate everything they did for me!

Rammy was a great and easy to deal with during our used car purchase!

Exceptional service by Ryan. Thank you sir!

Anastasia was terrific. She thorough, patient, knowledgeable, friendly, kind and empathetic. We felt very fortunate to have her suggestions and guidance.

Wound up here kind of by accident looking for a used car walked in with no appointment met with Rammy told him the vehicle we were looking at took it for a ride sat down to work out the numbers told him what we were willing to pay wasn't really sure if they would work with us and Rammy got it done he was fantastic to work with and Chris in the finance department was really great to work with everyone we dealt with were all really nice

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Went in to look at a car for my daughter. Salesman lied about the undercarriage damage on the vehicle even though on car fax report. Had to jump the car for test drive but didn't tell us. Went yo do a 2nd test drive and the battery had to be jumped again. He admitted it had to be jumped first time. Said he didn't lie about it because I didn't ask. Confronted him that he was going to let my daughter drive off the lot with a car with a known faulty battery. He said yes. He ... Read More

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Google - Oct 13, 2026

Went in to look at a car for my daughter. Salesman lied about the undercarriage damage on the vehicle even though on car fax report. Had to jump the car for test drive but didn't tell us. Went yo do a 2nd test drive and the battery had to be jumped again. He admitted it had to be jumped first time. Said he didn't lie about it because I didn't ask. Confronted him that he was going to let my daughter drive off the lot with a car with a known faulty battery. He said yes. He claimed we would have called later and they would have made it right. Nope.

Beware of Service Adviser Ted McConnell. He’ll appear courteous and helpful. But he’ll lie to you telling your car needs services that are not yet needed. He told me the AWD system needed a change of fluid and showed me an extract of the owners manual where it was needed at 15K miles. He left out the part where it says that if the vehicle is driven in extremely hard conditions. I called another dealership where I’ve serviced my car and they told me it was not needed until 30K miles. I told this to Ted and ... Read More

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Google - Sep 24, 2026

Beware of Service Adviser Ted McConnell. He’ll appear courteous and helpful. But he’ll lie to you telling your car needs services that are not yet needed. He told me the AWD system needed a change of fluid and showed me an extract of the owners manual where it was needed at 15K miles. He left out the part where it says that if the vehicle is driven in extremely hard conditions. I called another dealership where I’ve serviced my car and they told me it was not needed until 30K miles. I told this to Ted and he said. “They don’t know what they’re talking about. That’s for the transmission fluid.” So beses in Ted’s false statement I agreed to the service. In the end for a dealership visit that should have cost me less than $200, because they also changed the cabin filter I ended up paying more than $504. For less than an hour of work $294. This dealership just lost my business, including my next months new car purchase.

I will start by saying I never had an issue before this. I find the business practices from my last experience pretty underhanded. The service rep led me to believe that there was a mandatory requirement by the manufacturer to change, not inspect, but change my front and rear differential fluid. I inquired about the validity of this and the service person kept telling me the same thing. When I actually found it in the manual that it wasn’t required or mandatory that it be changed only inspection was due, he claimed that inspection being due was only for ... Read More

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Google - Sep 12, 2026

I will start by saying I never had an issue before this. I find the business practices from my last experience pretty underhanded. The service rep led me to believe that there was a mandatory requirement by the manufacturer to change, not inspect, but change my front and rear differential fluid. I inquired about the validity of this and the service person kept telling me the same thing. When I actually found it in the manual that it wasn’t required or mandatory that it be changed only inspection was due, he claimed that inspection being due was only for vehicles that drive in mild weather, but because I live in Illinois, that is considered severe weather. I told him it appeared that the language in the manual was not referring to weather for the fluid change (number 13 on the list he showed me) but he insisted so I went through with it. Come to find out I was right, number 13 was NOT a part of the equation for a front and rear differential fluid change. The category that was included for my vehicle heavy duty towing, which I have never done. Never tow anything with my vehicles. Pretty petty to use language that states you may void your warranty in order to “scare” a customer into a service they would eventually get at some point in the future, just not at present. So hopefully the $299.00 was worth it to Palatine Subaru, because you lost lost a loyal customer.

This place is run by a bunch of scam artists. This is the 4th brand new car I've bought and it was by far the worst car purchase experience I've ever had. I signed up for the warranties when I purchased my new Crosstrek back in May. After getting home and reading through everything a week later, I realized they were not what I wanted and that I wanted to cancel. I was within my rights and allowed time frame to cancel 2 out of the 3 I signed up for. I spoke with the finance manager who emailed over ... Read More

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Google - Aug 31, 2026

This place is run by a bunch of scam artists. This is the 4th brand new car I've bought and it was by far the worst car purchase experience I've ever had. I signed up for the warranties when I purchased my new Crosstrek back in May. After getting home and reading through everything a week later, I realized they were not what I wanted and that I wanted to cancel. I was within my rights and allowed time frame to cancel 2 out of the 3 I signed up for. I spoke with the finance manager who emailed over a form that I signed and returned. I was told it would be 30-60 days to see the credit for the canceled warranties on my car loan balance. Fast-forward to now. Still haven't seen the refund applied to my loan. I spoke with the finance manager a few weeks ago who said it would just be 3-4 more days - he said something about someone being slow. Sure. 2 weeks after that exchange, still no refund and they are no longer taking my phone calls or returning my messages. I live an hour away from this place and will be spending my free time to drive out there and complain in person - it's completely unacceptable that it's gotten to that point.

Brought my car for an oil change, came out with my car overfilled with the old and new oil. Manager was polite and comprehensive of the situation. Do not fully trust service here now.

Never, ever, ever will I go back to this dealership. It was an absolutely terrible experience. I paid $750 for a basic diagnostic, even though I originally came in for a specific service — a calibration. They were unable to perform the calibration and instead performed a diagnostic. Yet I was charged $750. For three days, they held my vehicle and refused to release it until I paid the bill. I repeatedly asked them to provide documentation confirming that the calibration had actually been performed, or at least that they had attempted to perform it. But none of the documents they provided mention ... Read More

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Google - Aug 13, 2026

Never, ever, ever will I go back to this dealership. It was an absolutely terrible experience. I paid $750 for a basic diagnostic, even though I originally came in for a specific service — a calibration. They were unable to perform the calibration and instead performed a diagnostic. Yet I was charged $750. For three days, they held my vehicle and refused to release it until I paid the bill. I repeatedly asked them to provide documentation confirming that the calibration had actually been performed, or at least that they had attempted to perform it. But none of the documents they provided mention the calibration. Nowhere. There is absolutely no proof that it was performed or even attempted. Just diagnostics, diagnostics, and more diagnostics. Stay away from this dealership. Be prepared for the possibility that they will push a service on you that you never requested and then demand a huge amount of money for it. And don’t expect Hyundai Official to help you resolve the situation. I contacted them and asked them to investigate, but I received no real help. In the end, it feels like the customer has nowhere to turn.

⭐️ Very disappointing and concerning experienceexperience I purchased a 2024 Subaru Crosstrek from this dealership expecting a safe and reliable vehicle. Unfortunately, less than a week after purchasing it, I had a tire issue and needed a replacement. When the vehicle was inspected by the dealership, I received alerts stating that the cabin filter was dirty, the engine filter was dirty, the vehicle needed an oil change, and most concerning, the tires had significant wear that was described to me as “almost illegal.” I asked the dealership to address the tires, filters, and oil. Instead, I was told, “It’s a used ... Read More

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Google - Aug 9, 2026

⭐️ Very disappointing and concerning experienceexperience I purchased a 2024 Subaru Crosstrek from this dealership expecting a safe and reliable vehicle. Unfortunately, less than a week after purchasing it, I had a tire issue and needed a replacement. When the vehicle was inspected by the dealership, I received alerts stating that the cabin filter was dirty, the engine filter was dirty, the vehicle needed an oil change, and most concerning, the tires had significant wear that was described to me as “almost illegal.” I asked the dealership to address the tires, filters, and oil. Instead, I was told, “It’s a used car, what do you want us to do?” I was given a loaner vehicle and told to “just enjoy the loaner,” but after about a week I still had not received a meaningful update. Then, in July 2026, my Crosstrek spun out while I was driving, left the roadway, went into a ditch, and flipped twice. The vehicle was totaled. Thankfully, I survived, but I am left with serious questions about the condition of the vehicle when it was sold to me. I cannot say that the tires caused the accident, but knowing that I had previously been told they were almost illegal, I believe it is fair to question whether the tire condition may have contributed to the loss of traction. This experience has completely changed my confidence in this dealership. I believe customers deserve to know when a vehicle has significant safety-related issues, regardless of whether the vehicle is used. I am sharing my experience because I would not want another customer to find themselves in the same situation. Those last 2 photos were sent to me within a week of my purchase

This past week we bought a late-model used car at Napleton Subaru in Palatine for our college-age daughter. We like Subarus because they are highly rated in terms of safety. We want to give a shout out to Dan Garcia, the sales rep we worked with, and Perry Kahkesh, who did the financing for us. Both are worthy of five stars (out of five!). We were treated courteously and professionally every minute of our visit. Dan took into consideration every concern we had, especially those of our daughter. We highly recommend Napleton Subaru in Palatine!

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Sales side was great when I purchased last year… first oil change- called to schedule last month which was easy ish… I said the armrest is broken should be warranty, service we have to see it before we can order it, ok but if not warranty I guess I’ll pay for it, it needs to be fixed… can you just order it? can’t do that…ok I guess… oil change day verified arm rest is going to be covered… crickets, I get text some time later- “part is in”. I go today to get wash and grab part… ... Read More

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Google - Jul 21, 2026

Sales side was great when I purchased last year… first oil change- called to schedule last month which was easy ish… I said the armrest is broken should be warranty, service we have to see it before we can order it, ok but if not warranty I guess I’ll pay for it, it needs to be fixed… can you just order it? can’t do that…ok I guess… oil change day verified arm rest is going to be covered… crickets, I get text some time later- “part is in”. I go today to get wash and grab part… can’t give it to me has to go through service so go back to service don’t have time for me, ok can I just get the part it is couple screws I’ll install, can’t do that… going to have to bring back Thursday to have it installed… biggest waste of time and frustration it could have been solved on the initial call to just order it let me pay for it if want warranty… instead debacle and waste of time… this is my first car from here, so comical I just shake my head how stupid some corporate policies are…. Try better to streamline the customer experience. Maybe have parts guy let service guy know - hey that part is in, should call and schedule install! instead of a text part is in… Side note- text last week I need my first oil change… almost month after it was completed.

The general sales expereince was fine. Nothing excpetional, just...fine. What draws this one star review is the complete lack of safety checks and documentation of the same for used vehicle sales. We ended purchasing a 2022 Subaru with 47k miles. A few cosmetic issues were identifed immedalty including an obvious parking lot strike/damage not disclosed on posting and loose door weather stripping/trim. The reply was "well you can see the scrape in the pics". We noted slow starting and braking during test drive, it needed an alignment, and even a stale smell. Not a bad smell, ... Read More

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Google - Jul 8, 2026

The general sales expereince was fine. Nothing excpetional, just...fine. What draws this one star review is the complete lack of safety checks and documentation of the same for used vehicle sales. We ended purchasing a 2022 Subaru with 47k miles. A few cosmetic issues were identifed immedalty including an obvious parking lot strike/damage not disclosed on posting and loose door weather stripping/trim. The reply was "well you can see the scrape in the pics". We noted slow starting and braking during test drive, it needed an alignment, and even a stale smell. Not a bad smell, just...stagnat. We were assured the veicle had been completly safety inspected and serviced, but if we wanted "certification" we would be responsible for paying for it. We regrettably agreed to move forward with purchase as the price was fair. As this vehcile was for a family member, I had it fully inspected after purchase at a very reputable mechanic. The battery failed the load test. The rear brakes were at 3mm/4mm, respectively. Even the cabin air filter was original, having debris from previous owner. They identidied leaking seals in suspension and axels, while not critical, would need attention in the near future. All in it cost us another $1400 in critical repairs. When I escalalted with the GM, I got a rude reply "yeah you can bring it in for us to look at but no guarantee anythig will be fixed" and "bring it in at your convenience, just not the next two weeks". Given the age and mielage, we decided to handle the repairs ourselves having ZERO faith Napleton Subaru Palatine would do the right thing and make proper safety repairs. While less important, after sale, there was no walk through for delivery...and an empty fuel tank. When I asked about the gas, they said " we only do that for new cars". Spending nearly 23k on a used car and they can't put in $50ish in gas? Again, the sales experience and financing was just OK, but the lack of documented inspection on a vehicle that obviously only had an oil change and detail before being offered for sale and allowing someone to not only purchase but drive away with these issues is beyond disturbing. I have purchased from Napeton before (Ram in Arlington Heights) and the expereince was phenominal! This is why I was willing to go over an hour out of our way to purchase from Napleton Subaru. Do your homework, ask questions and demand a fully documented inspection.

I brought my Forester in because it had overheated. They could not identify why but did not hesitate to recommend other services. Fast forward 2 months later, I bring it back and they say the head gasket is now damaged and needs to be replaced. They failed to ever diagnose the actual cause and still could not explain why it overheated. I would not recommend them for service and now question the quality of the Subaru brand.

The oil change was fine. The guy that wrote up my order is quite rude and I didn't appreciate it. I will not be going back there.

I’m leaving this review because I witnessed how poorly this situation was handled. A little less than two weeks after my boyfriend purchased his car from this Subaru location, the car died. It was later discovered that the wrong specification battery had been installed in the vehicle. Because of that, he had to pay around $500 for a new battery and service to get the issue fixed. What was most disappointing was how the dealership handled it afterward. When he contacted them about reimbursement, they refused and came across as dismissive and unempathetic. Instead of taking accountability for the wrong ... Read More

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Google - Jun 6, 2026

I’m leaving this review because I witnessed how poorly this situation was handled. A little less than two weeks after my boyfriend purchased his car from this Subaru location, the car died. It was later discovered that the wrong specification battery had been installed in the vehicle. Because of that, he had to pay around $500 for a new battery and service to get the issue fixed. What was most disappointing was how the dealership handled it afterward. When he contacted them about reimbursement, they refused and came across as dismissive and unempathetic. Instead of taking accountability for the wrong battery being installed, they acted like the issue was not their responsibility. As someone who saw the stress, inconvenience, and unexpected cost this caused, I was really disappointed by the lack of support. Mistakes can happen, but a dealership should stand behind the vehicle they sold and make things right when something like this happens. Based on this experience, I would not recommend this location.

I’m very disappointed with my experience at this Subaru location. A little less than two weeks after purchasing my car from them, my car died. I later found out they had installed the wrong specification battery in my vehicle. Because of this, I ended up having to pay around $500 for a new battery and service to get the issue corrected. When I reached out about reimbursement, they refused to reimburse me and were dismissive and unempathetic about the situation. What made it even more frustrating was that they did not acknowledge responsibility for installing the wrong spec battery in ... Read More

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Google - Jun 6, 2026

I’m very disappointed with my experience at this Subaru location. A little less than two weeks after purchasing my car from them, my car died. I later found out they had installed the wrong specification battery in my vehicle. Because of this, I ended up having to pay around $500 for a new battery and service to get the issue corrected. When I reached out about reimbursement, they refused to reimburse me and were dismissive and unempathetic about the situation. What made it even more frustrating was that they did not acknowledge responsibility for installing the wrong spec battery in the first place. I understand mistakes can happen, but when a dealership sells a vehicle and the customer’s car dies less than two weeks later due to the wrong part being installed, the right thing to do is take accountability and make it right. Based on how this was handled, I would be hesitant to return here or recommend this location to others.

I had an 11am appointment for an estimate on damage incurred from a pothole. After waiting 3 hours, i told the service manager I didn't care about their "estimate," i just wanted to get my car and leave. He then charged me $93, gave me the paperwork & estimated the repair cost to be double what I was told by another auto repair company. I will never do business with Subaru Napleton in Palatine again.

I already gave a thorough review to another system sent via text to me by Napleton. Elena Rojas was great! But the dealership as a whole had 3 problems: 1. Car wash not working right, only cleaned the sides, not the hood, top, or back. 2. Napleton prices are much higher than competitors. 3. NAPLETON POLICY ON RESTRICTED USE OF COUPONS IS TERRIBLE. Only 1 coupon allowed per entire service order is non-competitive. Should be 1 coupon per service item, as commonly done at other businesses. SEE MY OTHER REVIEW I JUST SUBMITTED FOR DETAILS

Their service is good, but every time I go there for an oil change I feel like I’m spending half a mortgage payment. They make it seem like these tine ups with the oil change are critical. Back in the day, I’d spend $60 on an oil change and that’d be it. Now I go and it’s $700. It’s pretty absurd.

Overall, it was a very a poor experience. The service team wasn’t able to speak knowledgeably on Subaru’s, or the issues with the vehicle, which is why I brought my vehicle to the dealership, thinking they would be the experts. Instead, I was told that some cars are just lemons and you got a bad one. I’m a new Subaru owner and I’ve have nothing but issues since I’ve had it over the last six months for a vehicle that’s just 4 years old with low mileage. If I tried calling the service team back, ... Read More

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Google - May 15, 2026

Overall, it was a very a poor experience. The service team wasn’t able to speak knowledgeably on Subaru’s, or the issues with the vehicle, which is why I brought my vehicle to the dealership, thinking they would be the experts. Instead, I was told that some cars are just lemons and you got a bad one. I’m a new Subaru owner and I’ve have nothing but issues since I’ve had it over the last six months for a vehicle that’s just 4 years old with low mileage. If I tried calling the service team back, I sat on a wait line every single time. The communication was incredibly poor, the solutions and explanations were worse.

Parts Department 5/9/26 - the clerk Luis at the parts counter can not identify what kind of drain plug washers I need. No manager on Saturday. I don't recommend this dealership!!!

Had a great experience working with Dan Garcia during my car purchase. He was very knowledgeable, professional, and friendly throughout the entire process. He made everything easy and stress-free. I will definitely be buying another car from him in the future!

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DO NOT BUY A USED VEHICLE FROM THIS PLACE! If I could have done 0 stars I would. I purchased an Audi Q5 roughly 3 months ago and I was assured that this was a strong vehicle (I also reviewed the carfax report), and that the vehicle had successfully passed the dealer inspection (for which they charge $700!). 3 months after purchase I am back at their service center due to vibration and rumbling inside the cabin. The service center informs me that several oil leaks were noticed during the initial inspection and they were confused as to why I wasn’t informed when ... Read More

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Google - May 6, 2026

DO NOT BUY A USED VEHICLE FROM THIS PLACE! If I could have done 0 stars I would. I purchased an Audi Q5 roughly 3 months ago and I was assured that this was a strong vehicle (I also reviewed the carfax report), and that the vehicle had successfully passed the dealer inspection (for which they charge $700!). 3 months after purchase I am back at their service center due to vibration and rumbling inside the cabin. The service center informs me that several oil leaks were noticed during the initial inspection and they were confused as to why I wasn’t informed when I bought the car. Come to find out that the brackets holding up the engine were missing and damaged causing the engine to drop and begin resting on the frame of the car! When I tried to follow up with the dealership manager I got no response. Clearly indicating a lack of integrity as I’m sure they were aware of this issue at the time of sale. I am now looking at a $5000 bill as a new engine now needs to be added to the vehicle. When asking the service manager how these things could be missed by the dealership, I was told the inspection is for “safety” only and that they don’t do a deep dive. In my opinion the potential for the engine to fall out of the car sounds pretty close to a safety issue that should have been caught! Major scam, buyer beware!

I went there only for oil change and tire rotation. The mechanics should be careful in taking care of cars , they messed up the black slide underneath my left side underneath of my drivers door .. The service manager approach me that they will replace it , Thank goodness.

It should not take 2 1/2 hours for an oil change.

I started off my adventure for looking for a new car with a couple other dealerships and their sales guys were incredibly sleezy. When I came into nepleton Subaru I was greeted by an amazing young man named Angelo. Angelo knew the vehicles inside and out and i could tell he has a passion for what he is doing and actually believes in the vehicles he is selling. He didn't just show me around the room and ask which ones I liked but he actually took the time to understand the values I have in my purchase. Here is ... Read More

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Google - Mar 14, 2026

I started off my adventure for looking for a new car with a couple other dealerships and their sales guys were incredibly sleezy. When I came into nepleton Subaru I was greeted by an amazing young man named Angelo. Angelo knew the vehicles inside and out and i could tell he has a passion for what he is doing and actually believes in the vehicles he is selling. He didn't just show me around the room and ask which ones I liked but he actually took the time to understand the values I have in my purchase. Here is where things get bad! After our meeting with Angelo I asked for his business card so that I knew who to get in contact with further down the line. I got his business card but one of these sleezy mangers started trying to talk to me and tried giving me his business card. I took both cards and made sure the manager saw me throw out his. I went online and looked at other nearby Subaru shops and there was a substantial price difference in the vehicles. I mean $3500+ I ended up talking to some of the guys down at the other dealership and they were just as sleezy as any other managers at this locations. I then called this dealership to ask if they could come down in price. I DIDNT EVEN ASK IF THEY COULD MATCH THE PRICE BECAUSE I KNEW IT WAS A LARGE PRICE DIFFERENCE AND ANGELO WAS THE ONLY ONE THAT I TALKED TO THAT WASNT JUST SOME SLEEZY SALES GUY AND I WANTED TO MAKE SURE THAT I DIDNT GIVE SOME SLEEZY GUY A COMMISION. But I got transferred over to one of the managers at neplton who I believe was named rick or something similar. I dont know what was going through his mind but the entire phone call seemed like he was just calling me a cheapskate. I could not in good conscious buy a vehicle from this dealership after this phone call. YOUR MANAGER MADE A JOKE OUT OF YOUR ESTABLISHMENT! He was blatantly lying to me and tried to make it sound like the cars they were selling at this location were somehow better then the ones that i was looking at. IT WAS THE SAME TRIM, COLOR, INTERRIOR, 0 MILES, EVERYTHING! You cant charge a premium if the product is the exact same, that just doesn't make any sense. In short this location has at least one amazing sales member who actually takes pride in the product that he sells, and treats customers with respect. But it all gets washed away by a sleezy good for nothing manager who clearly does not care about you, the vehicles he sells, or the business. It was terrible to see good, young, hardworking talent be washed away by his boss and it actually upsets me.

I cannot say enough wonderful things about Napleton's Palatine Subaru! Our sales consultant, Elane Menezes, was phenomenal. The other members of the staff, including Austin B., Rick B., and Chris S., all helped make the car-buying process less stressful. We took the car back for service, and Ryan C. was fantastic. Everyone there is friendly and welcoming. I never thought buying a car could be pleasant, but Napleton Palatine Subaru made it that way! Thank you 🙂

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Terrible. Probably one of the worst automotive experiences I have ever had. I cannot speak lowly enough of this shop's incompetence and I feel that most of the other reviews here are probably AI generated. I called two weeks ahead to make an appointment for a new key and to have the AC system discharged in preparation for some work I plan to do on my own. I specifically asked them to order a key pre-cut FROM Subaru when I made my appointment to which they assured me would be ready in time. When I arrived for my appointment ... Read More

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Google - Feb 6, 2026

Terrible. Probably one of the worst automotive experiences I have ever had. I cannot speak lowly enough of this shop's incompetence and I feel that most of the other reviews here are probably AI generated. I called two weeks ahead to make an appointment for a new key and to have the AC system discharged in preparation for some work I plan to do on my own. I specifically asked them to order a key pre-cut FROM Subaru when I made my appointment to which they assured me would be ready in time. When I arrived for my appointment they told me that the keys could only be cut at the dealership (which later turned out to be a lie after some back and forth). Secondly I had called to pick up some parts while I was there for service. After I had paid for my roughly $300 worth of parts, the cashier told me he did not know how to generate a receipt and didn't feel like asking another employee. When I insisted on one he ignored me and walked away. Lastly when I received my car after being serviced the front license plate was completely destroyed from the wash. They ended up trying to force it back into place and refused to compensate me for a new one. I would not service my car here unless it was my last resort. Even then I would make sure they don't wash the car (the brushes will damage the paint)…

At first...Everyone there was very pleasant from Ben to Austin, the transaction was smooth and painless. We are extremely pleased with the whole transaction. Within a week we discovered that the transmission was defective the mechanic said there's no way they wouldn't have not known. Thank God it was still under that 15-day lemon law.. they took about 2 weeks to refund my money. We really love the car we wanted to buy it off of them, like it was with a bad transmission they said they would make more money if they put in an auction, at ... Read More

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Google - Jan 27, 2026

At first...Everyone there was very pleasant from Ben to Austin, the transaction was smooth and painless. We are extremely pleased with the whole transaction. Within a week we discovered that the transmission was defective the mechanic said there's no way they wouldn't have not known. Thank God it was still under that 15-day lemon law.. they took about 2 weeks to refund my money. We really love the car we wanted to buy it off of them, like it was with a bad transmission they said they would make more money if they put in an auction, at this point it was more important for them to make money then to have a happy customer. After several calls and several reminders to have my check ready. When I went to pick up my check it was more like here's your check get out of here, kind of feeling. I would not waste my time.

I bought a 2022 Subaru Outback Certified Pre-Owned from Napleton's Schaumburg Subaru in August 2025. My salesman, Peter, was kind, helpful, and patient. He took me on multiple test drives and stayed responsive throughout. The online and in-person price matched until I said I wanted to buy the car then a $700+ upcharge suddenly appeared on the paperwork. They said it was a standard charge "in case the car needs something" after acquisition. I refused that immediately, and they removed it quickly, but adding it only after commitment is sneaky and unprofessional. Buyers should be careful with the final numbers ... Read More

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Google - Jan 25, 2026

I bought a 2022 Subaru Outback Certified Pre-Owned from Napleton's Schaumburg Subaru in August 2025. My salesman, Peter, was kind, helpful, and patient. He took me on multiple test drives and stayed responsive throughout. The online and in-person price matched until I said I wanted to buy the car then a $700+ upcharge suddenly appeared on the paperwork. They said it was a standard charge "in case the car needs something" after acquisition. I refused that immediately, and they removed it quickly, but adding it only after commitment is sneaky and unprofessional. Buyers should be careful with the final numbers here. We closed late, so no detailing that night. They promised to detail and deliver properly the next day. I waited over 2 hours in their waiting area when I returned the next morning, only to find a chunk missing from the windshield tint (right in my line of sight—the car had full tint including windshield). They agreed to fix it at their expense, when I brought it to their attention...they didn't notice. I requested a professional tint shop or automotive glass specialist to remove it, not their detailing team, due to the damage. They agreed, said it would take a day (possibly same-day), and provided a loaner at my request. It actually took 3 days, and the car never left the lot. When I finally got it back, there was sticky residue and glue all around the windshield edges which was a mess. I don't think they actually had a professional team handle my tint removal either, windshield makes popping noises with weather change which suggests a potential issue with the seal. I had to pay a professional detailing company to clean it up properly. Fast forward to February (cold weather here right now), and the battery already can't handle the temps and needs replacement. For a CPO vehicle from a dealership that claims a $700 charge to "fix things up" on every car, you'd expect basic items like the battery to be checked and replaced if needed. Clearly that $700 is a scummy upcharge. The team was friendly overall, and Peter was great to work with, but the surprise fees, careless prep damage, delays, shoddy follow-through, and quick battery issue make me think there's some shady stuff behind the scenes. Be extra vigilant if shopping here DOUBLE CHECK everything.

Horrible experience. Made an appointment to see used car for my daughter. When I arrived, the vehicle had to be located. Then it wouldn't start. They said it was a battery issue. So, I asked to have the battery changed out. Then 30min later, I'm told the car has a lot of issues and they're not allowed to sell it. They offered another similar vehicle but for $3000 morr. Seems like a bait and switch to me. I walked out.

If you can buy your car somewhere else, I’d do that. I bought a used car here and it was not a great experience. I was driving from 3 hours away and was a cash buyer. I asked them to have the paperwork ready. Spoke with 2 managers. I let them know I was coming. They had a jr salesperson waiting for me that knew nothing about me or the vehicle. None of the paperwork was ready so it took 3 hours to buy a car with cash. They had a gps tracker installed (spyware/lot tracking). The jr salesperson called like 6 ... Read More

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Google - Dec 30, 2025

If you can buy your car somewhere else, I’d do that. I bought a used car here and it was not a great experience. I was driving from 3 hours away and was a cash buyer. I asked them to have the paperwork ready. Spoke with 2 managers. I let them know I was coming. They had a jr salesperson waiting for me that knew nothing about me or the vehicle. None of the paperwork was ready so it took 3 hours to buy a car with cash. They had a gps tracker installed (spyware/lot tracking). The jr salesperson called like 6 times to follow up, always at the worst time of day. The finance guy that finally got me out the door told me “I will be calling you when your plates are on their way, be ready for my call!” The plates showed up today with no warning. The manager said he’d find out all he could about the car and how they got it before I showed, he A) wasn’t there and b) no one know anything other than the listing info I already had which was then presented to me like I’d never seen it. Great used car, bad used car salespeople. No interest in customer care. Would not recommend

The people at this dealership love to waste your time. When I called in about my lease they told me to come in the following week and meet with the head Sales Manager. He ensured me that he would handle this himself and that they could work with me on a new lease. I asked him over the phone to check the equity on the car and let me know if there’s nothing that could be done as I know EV cars don’t hold their value. He said it shouldn’t be an issue and to still come ... Read More

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Google - Dec 22, 2025

The people at this dealership love to waste your time. When I called in about my lease they told me to come in the following week and meet with the head Sales Manager. He ensured me that he would handle this himself and that they could work with me on a new lease. I asked him over the phone to check the equity on the car and let me know if there’s nothing that could be done as I know EV cars don’t hold their value. He said it shouldn’t be an issue and to still come in and we can work something out. When I came in during my appointment time I was told to wait for 30 minutes as another sales rep who this was passed on to was still not available. After finally getting serviced I proceeded to wait another 30 minutes just for them to check the value and equity. When asked why they didn’t run this before hand like I had asked they told me they don’t have the VIN even though I got the car FROM THEM and even provided the mileage over the phone. At the end of it all they told me it’s too much negative equity and that there’s nothing I can do. The next and final time me or anyone I know will step foot into this dealership is when I turn in the hunk of junk they gave me.

Always a good experience at Napleton Palatine Subaru. Each associate and management representative from all departments is professional, customer service oriented and efficient. This visit dealings with Dan Huff and Elena Rojas were exemplary.

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On my last visit Elena Rojas was so pleasant, helpful and thorough! All the staff are friendly and always greet everyone with smile.

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The work asked for was done correctly. However, when my husband picked up the car the headlights were moved from auto on to off. The seat settings were no longer set to our preferences. I do not understand why either of these settings needed to be changed by the technicians. The work was concerning a tsps warning light and spark plugs. Please let your techs know to leave the personal settings alone next time!

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I want to share a genuinely terrible experience I had at this dealership, and the reason I’m leaving a 1-star review is very simple: Miguel Palomino’s handling of my visit and the nonstop follow-up afterward. I came in without an appointment just to see what options they had. Miguel Palomino met us as we arrived, took my driver’s license and phone number, and assured me that my information would not be used for marketing - only if we ended up test-driving a car. From there, things went downhill fast. Even though I clearly explained my price range, ... Read More

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Google - Dec 14, 2025

I want to share a genuinely terrible experience I had at this dealership, and the reason I’m leaving a 1-star review is very simple: Miguel Palomino’s handling of my visit and the nonstop follow-up afterward. I came in without an appointment just to see what options they had. Miguel Palomino met us as we arrived, took my driver’s license and phone number, and assured me that my information would not be used for marketing - only if we ended up test-driving a car. From there, things went downhill fast. Even though I clearly explained my price range, year range, and what I was looking for, Miguel Palomino spent most of the visit showing us car after car that didn’t match anything I had said. After several of these mismatches, my patience was wearing thin. He then told us there was one more car that fit our criteria but was “just finishing cleaning” and would be ready in about 10 minutes. That 10-minute wait turned into an hour. Every time I asked Miguel Palomino where the car was, I was told "five more minutes" or "any minute now," and yet nothing ever materialized. After an hour of this, I left and accepted the wasted time as a lesson. Unfortunately, the experience didn’t end when I drove away. Despite his earlier promise not to use my number for advertising, Miguel Palomino began calling me, texting me, and sending videos about the same car - even after I responded STOP to the automated messages. The dealership system stopped, but Miguel Palomino himself continued contacting me from another number. I am still receiving a calls almost a month after my visit. Even after I questioned why he was still calling, he kept going. So let me be very clear: this 1-star review is based on Miguel Palomino’s behavior, both during the visit and in the persistent, unwanted outreach afterward. If you decide to visit this dealership, I strongly recommend giving a non-primary phone number - or none at all - because in my experience, even clear requests to stop contacting you may not be respected. If you’ve experienced similar repeated unwanted calls or texts, you can file a complaint with the FTC since this clearly against the law and violating SPAM act. Just simply go to the government website reportfraud.ftc.gov/assistant

Your appointment system is very easy, and your customer service is efficient. I have been leasing Subarus recently, so my cars are relatively new and trouble-free. I have never had trouble with any of my leased cars. I feel that your service department goes out of its way to go over every aspect of my car, which makes me confident in its trouble-free functioning. On Nov 5th of this year I brought me Crosstrek in for an overdue service and was taken care of by Ryan Cuellar. He was very kind and considerate of me personally and used several "... Read More

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DealerRater - Nov 25, 2025

Your appointment system is very easy, and your customer service is efficient. I have been leasing Subarus recently, so my cars are relatively new and trouble-free. I have never had trouble with any of my leased cars. I feel that your service department goes out of its way to go over every aspect of my car, which makes me confident in its trouble-free functioning. On Nov 5th of this year I brought me Crosstrek in for an overdue service and was taken care of by Ryan Cuellar. He was very kind and considerate of me personally and used several "specials" and discounts to give me the best price possible. I waited in your comfortable waiting area. I could not have been more pleased. I was given two opportunities to evaluate my service, which I tried to do, but I'm not sure you received my input. I was not able to follow the prompts. It kept asking me for something I'd never heard of. A site key? What's that? I did my best to provide an excellent rating, but was unable to navigate the form. That's my only criticism of my service and the excellent care I was given by Ryan.

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Service provided by the main salesman, Mario, was outstanding so anything said is excluding him in all way shape and form. I went in to see an Ascent, which I’ve been shopping for for almost 2 years. I knew I wanted it so I tried to negotiate the Price down by $1500. Mario consulted with the manager and they declined my offer and tried explaining the reason was all the work they put into the car to make it certified. I explained that based on Kelley Blue Book the amount of miles on the car Warranted a price reduction. The manager, ... Read More

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Google - Nov 13, 2025

Service provided by the main salesman, Mario, was outstanding so anything said is excluding him in all way shape and form. I went in to see an Ascent, which I’ve been shopping for for almost 2 years. I knew I wanted it so I tried to negotiate the Price down by $1500. Mario consulted with the manager and they declined my offer and tried explaining the reason was all the work they put into the car to make it certified. I explained that based on Kelley Blue Book the amount of miles on the car Warranted a price reduction. The manager, Kyle stated he talked to the General manager and they declined my offer. I contacted Mario the following Monday and he spoke to the GM and he met me halfway by reducing the price by $1000. I was concerned about a tire, but it ended up being fine but in the end, I was sold a certified vehicle that didn’t include car mats. They made it seem like it was impossible to lower the price and told me that in order for them to lower the price, I’d have to go in on Monday and wouldn’t give me until the next day even though I was off, I live an hour away from the dealership so this was a huge inconvenience for my Family and I. I personally feel that they could’ve reduced the price considering the car didn’t even have mats included and that they were just trying to prove point by making me scramble and drive in that evening. I usually get serviced at Gerald Subaru in North Aurora, and I’m glad that I’ll be taking my vehicle there and won’t have to deal with this lack of customer service. I also don’t appreciate that Kyle had said He already spoke to the GM Saturday night when indeed he had it. That was the second time he lied to me in the attempts to get me to close on the stated price. at minimum they could’ve at least included some car mats on the Certified vehicle they were selling me. I would not recommend Napleton to my friends or family.

I paid for a package at 5vyears yet not all that was supposed to be included was done. At a different appointment you now expect me to pay additional for something you failed to complete. I will not be back

I wouldn’t come back for an oil change or any service on my vehicle at this dealer. They tried to convince me my oil light wasn’t turning off after the oil change because of a sensor issue - said I would need to spend $80 to “diagnose the problem” - seemed like they didn’t know how to reset the light because I reset it myself and it turned off. I also told them I do not want a car wash and after 2 hours of waiting for my car to get serviced I saw it SPEED off the dealership ... Read More

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Google - Oct 24, 2025

I wouldn’t come back for an oil change or any service on my vehicle at this dealer. They tried to convince me my oil light wasn’t turning off after the oil change because of a sensor issue - said I would need to spend $80 to “diagnose the problem” - seemed like they didn’t know how to reset the light because I reset it myself and it turned off. I also told them I do not want a car wash and after 2 hours of waiting for my car to get serviced I saw it SPEED off the dealership lot to go get a car wash! The service advisor said the individual was driving it to turn the sensor off (not necessary and a lie because it came back soaking wet from a wash). The guy driving my car not only was speeding but clearly hit the brakes hard enough to make some things on my dashboard fly off of it. I worked in a service department at a Subaru dealer before, I’m well aware it doesn’t take two hours to change oil and patch a tiny hole in a tire. Overall so disappointing. Service advisor offered $10 off for the trouble - which was nice - but all I really wanted was quality service. Will be sticking to Muller Subaru in Highland Park.

Napleton Subaru is very thorough with auto inspections. The staff is pleasant and accommodating to my needs. Im pleased with the service I receive at Napleton Subaru.

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I’ve consistently had a great experience getting my vehicle serviced at Napleton Subaru of Palatine. The service team is quick, efficient, and always professional. Whether it's routine maintenance or more in-depth work, the turnaround time is impressively fast. One thing I really appreciate is that a loaner vehicle is always available if needed, which makes scheduling service much more convenient. The whole process is smooth from start to finish. If you're looking for a reliable and customer-friendly place to service your Subaru, I definitely recommend Napleton Subaru of Palatine.

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Worked with Mario Garcia Escobar. It went smooth no surprise prices or additional fee. Went with the preselected car out of the door in about an hour.

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Horrible dealership. Stay far away.

Mario and Rick were beyond helpful with my purchase. Mario was very knowledgeable and easy to work with throughout the entire process.

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After service of replacing wheel stud, noticed hitch cap is missing, otherwise service was ok

My Subaru Outback has a rear alignment issue with excessive negative camber that cannot be adjusted through standard means. This is causing uneven tire wear, especially on the inner edges of the rear tires. Despite consulting multiple sources, I haven’t received any definitive guidance on how to resolve the issue. The only recommendation I’ve been given so far is to rotate the tires regularly to minimize wear.