Napletons Schaumburg Buick GMC

I wrote a review many years ago blasting Napleton’s GMC for their awful customer facing approach. I swore I would never come back. Brian Hess (sales management) responded back to that post apologizing and requesting another opportunity. Well, I came back almost four years later to buy a car, and here is what happened: I called in, asked for Brian, and it seemed like Brian immediately knew who I was. I told him I was struggling finding the spec of vehicle I was interested in, and that I was back and giving Napleton’s that opportunity he asked for. He responded with enthusiasm and gratitude for the chance. His response was immediate: “I will do what has to be done to do to find the car and earn your business.” He was also clear that he would not turn me over to a salesperson until he found the car and then had the framework of a deal in place. Over the course of the next 8 business hours Brian did exactly what he said he would do. He invested the time and found the car. He offered a price that was exactly where it needed to be to get a deal done (after they threw in all season mats, the deal was actually better). They had to acquire the car in a dealer trade from another lot. I was concerned about the number of miles the car would have. I was kept informed the entire way. I got a call from Patrick, my assigned salesperson, from the dealer lot informing me of the mileage situation. He was also upfront about a slight blemish on the rear of the vehicle that he assured me would be taken care of by their body shop. A complicating factor that they helped ease was the fact that I was on vacation for a week after my initial conversation with Brian. I put a $1000 fully-refundable deposit down before I left in the event that they found the car. When they found the car, I called the dealership and spoke to the General Manager (Kyle) and offered to put up additional cash on a non-refundable basis just to ensure they didn’t sell the car to someone else. Their response was ‘absolutely not required’, and that the car was as good as mine. Considering there weren’t any other vehicles in the Chicago market that matched this spec, and considering they had no way of knowing whether or not I would follow through with the deal on my end, this gesture was very much appreciated. I have read all the other poor reviews. I wrote one of those poor reviews many years ago myself, and I almost didn't contact this dealership because of them. But the only thing I can say is that they more than took advantage of the second opportunity. Based on my July 2015 experience here, they have ironed out the issues in their sales approach. Brian and Patrick are a total professionals. I am glad I bought from Napleton’s.