Napleton Subaru

First time Subaru owners and we kept hearing so much about how much owners "LOVE" their Subaru, and we LOVE our new 2026 Crosstrek Limited Hybrid we purchased from Napleton in Rockford. We are equally impressed and "LOVED" the experience at this dealership. Outstanding customer service all around..Jacob P. was amazing. He didn't pressure us, made us feel like part of the Napleton Family and the consideration by the Manager Todd was so refreshing. Everyone here was very pleasant to talk to and work with, including Nate on the Internet, Rosa for checking in, and even Matt in Finance was cool and efficient. Thank you all for a wonderful first time Subaru experience at Napleton Rockford. We will be back and told many people already! Fantastic!!

We were told Key Assist Plus ($999.00) was mandatory for our lease on a 2026 Forester Touring by finance manager Matt Milla. We questioned this at time of delivery but were told it was mandatory. Key Assist Plus was not mentioned at all during negotiations. It wasn't until we questioned the charge at time of delivery that we were made aware that it was "mandatory." We took finance manager Matt at his word that it was mandatory and continued to sign papers. That evening after further research we discovered Key Assist Plus is a third party option and not mandatory. When husband called to cancel the charges, the situation became unprofessional. Instead of calmly explaining things, Matt Milla raised his voice, became frustrated and resorted to name-calling during the discussion. The experience felt deceptive, as though he attempted to intimidate us by screaming at my husband and was highly unprofessional. "Are you stupid? You are getting a great deal, do you think we are over here just giving away cars?" Customers deserve honest information about optional products and to be treated with respect when asking legitimate questions about their purchase. Three stars given because sales people Tristen and Dan had professional communication. Rosa is following up with us about remote start challenges. Sales Manager Todd did remove the Key Assist Plus charge and reworked lease paper work. Make sure to check your paper work. Do your own research, question things. Don't let people scream at you. Hopefully they are more honest with future customers. Check your paperwork because Matt said all leases have this charge. We are hoping to talk with Bill Napelton to make him aware of our encounter with finance. We also reached out to Subaru customer service, BBB, Il Attorney General. Deceptive practices are not ok. Matt's reaction and this experience is crazy It is one we will share and laugh about for a long time. Thanks for the memory.

We purchased a 2025 Forester Hybrid this February and are very pleased with the team's customer service. My husband talked with Rosa through their website at first. She was very helpful as we are from out of state and weren't available to come to the dealer until the next day. We were able to confirm a hold on a vehicle until we could arrive, and some paperwork was able to be started to minimize the time spent in-person. Very friendly team, reasonable negotiations, not pushy with add-ons. Fair trade-in value for our existing vehicle. Rosa was thoughtful in setting up our kids with snacks and screens while we signed documents with the financial team. Appreciated the complimentary Love Encore follow-up call 2 weeks later to answer any questions about the vehicle. The reason we drove out of state was exactly because of this experience- a very different and refreshing interaction compared to the dealer within 2 miles from our home! Thank you, Rosa and team.

Just purchased my 2026 WRX TS in ceramic white on Tuesday! This place sets the standard for Subaru dealerships! Outstanding customer service and product knowledge from Tim Normoyle! Answered any questions I may have, got me set up properly in the vehicle, introduced us to service and went over all the tech! Manny, the Sales Manager really aided in the process as well making sure it was smooth and easy! Exceeding expectations I had! Scott the GM also made sure our experience was top notch, ensuring that our experience mattered and made us feel like we were family! Finance department provided us a no pressure, hassle free, and quick wrap up to our final piece of the puzzle! If you’re looking for a new Subaru, this is the place! Napelton Subaru thank you for the awesome treatment! This WRX TS is amazing and I’m grateful to own one!

Jeff Propp is one of a kind! Took all the stress out of purchasing a vehicle. Explained everything and took care of every concern we had. Was quick and easy. As long as you do what you need to for paperwork, everything goes smoothly. Have had the vehicle a month, and look forward to many years of use.