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November 2023 by Michael B
This VW dealership is mediocre at best. Diagnosed my Touareg as needing engine replacement for $17k. Another independent garage quoted $10k. Huge difference!!When I asked to be put in touch with a sales person about buying a replacement vehicle the request went unanswered. But boy did I start getting spam emails from the “general manager” which turns out to be a bogus account that never answers your questions. Another CS person finally admitted it’s just a bot.The final straw is when they knew that I was having the vehicle picked up by a salvage company but kept sending me reminders about setting a service appointment for a vehicle I no longer had. Took many tries to get off that list.Napletons is a perfect example of automated responses gone wrong. Good luck trying to find a real person who cares. Luckily I found another area dealer that still cares about personal customer service. Bought a brand that doesn’t require me to go to Napletons.
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October 2023 by Sarah Napier
Had a great experience buying our new Volkswagen. Jordan was our sales rep and he was very informative and helpful. Would highly recommend for anyone who is in the market for a new or used car.
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October 2023 by Anna Schlaack
Staff attended to me quickly and accommodated and completed service that was time-sensitive. I also appreciate the complementary shuttle service. That is a major factor I take into account when considering a service provider.
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October 2023 by Emily Butler
It has taken 5 years of bad service for me to finally write a poor review. The final straw was them wasting my time after they reached out to me. They forgot they made me an appointment, gave me inaccurate price information, and made me come back just to waste my time. The salesmen and managers are more concerned about their lunch orders instead of talking to each other about potential customers. I will gladly drive an hour or more to another VW dealership to not have to deal with the horrible service Napleton has to offer.
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October 2023 by Michael Warnick
I would have given 5 stars, but the videos the service tech sent me had no sound and was not long enough for me to even tell what he was showing me. The service representative (Brooke ? I think) was excellent and kept me well informed and was exceptionally polite and professional.
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October 2023 by Barry Hudek
Very positive! Miles was knowledgeable about our EV, which helped us make a decision and purchase. Miles takes a easy-going approach, which we very much appreciated. We have already talked-up our EV purchase, Miles, and Napleton's service to friends and family.Further, we were very pleased with our time in the service department. Thank you! Banessa listened well, and responded promptly and accurately to our issue. She was also friendly and helpful in follow-up. We are very pleased with our EV purchase, but also the service we have received after.
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September 2023 by Jennifer Schemmer
Thank you to the entire staff at Napleton's! I drove in from out of town and the process from start to finish was good. Devon initially started my process by answering some questions over the phone to prepare for my purchase. I was greeted by every team member upon arrival. Miles was informative and straightforward. Idris, GM, was pleasant and checked in a few times to ensure my experience was great! Randy was quick and efficient! I appreciate the attentiveness of the staff! Thank you!
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August 2023 by Beth Beyers
I have to travel 1 hr + to any VW dealer so an appointment and complete info prior to heading out is important. I was able to get a quote in advance for the service needed. Check in was easy. Work was done in a reasonable time. No issues to follow up on after I left.
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August 2023 by Amber Evans
We came into Napleton from an hour and a half away because finding a used car right now has proved to be more difficult than expected. We weren't sure what we would find. Jamal has been our sales associate and he has been great. He really took time to see what we wanted and showed us a bunch of different vehicles. They had several within our price range. They haven't been pushy like other dealerships we went too. They have also been super transparent about pricing and interest rates.
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August 2023 by Dane Chaussee
Go literally to any other VW dealership, this place is a scam! I brought my 8-month old VW in a couple years back for routine maintenance and they tried to charge me, even though I was under the impression it was to be covered by VW. Maybe I was mistaken. I took the same car to Lou Bachrodt's VW in Rockford, IL for routine maintenance and was advised that the car was in fact covered for four years from the date the car was originally purchased (two years longer than I thought). Needless to say, I have been going there instead. Fast forward a few years, I thought I'd give them another shot, and honestly, I don't know why. I've never heard a single person in town say anything positive about their experience at Napleton's in Urbana. Alas, they tried to charge me again! Idk if they're charging both VW and I or what but this place is 100% a scam. I left after a half hour waiting for a manager, a nice waste of my time. Skip Napleton's in Urbana at all costs!
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July 2023 by MINWOONG KANG
The engine check light came on, so I went to get the vehicle checked. They told me that I needed to replace engine-related components, brake pads, and bulbs, so I left the car with them. They said it would take at most a week to complete the repairs. After a week had passed, I contacted them and they said they needed more time. That's how my car ended up being in their possession for three weeks. They didn't contact me even after the scheduled date had passed, and when I tried to reach them, they were unresponsive. After three weeks, I asked if the vehicle repairs were completed, and they said that the engine-related parts hadn't arrived yet, so they only replaced the brake pads and bulbs. They also mentioned that it would take more time for the engine-related parts to arrive and told me to come and pick up the car for now. When I picked up the car, not only were the engine-related parts not repaired, but other parts were also left untouched. Three months later, when I contacted the service center again, they said the parts had arrived. So, we scheduled a time and I entrusted the car for repairs once again. However, they informed me that the part had been mishandled and had broken. They said they couldn't proceed with the repairs even though I left the car with them for a week.The vehicle's engine broke down, but the service center has been neglecting the repairs for 4 to 5 months. They were irresponsible and communication with them was difficult. Even after the agreed-upon deadline had passed, there was no contact about what was going on, and when I reached out, they kept repeating that they needed more time. I had to visit the service center approximately 6 to 7 times to get my car repaired, but (due to poor communication) my car still wasn't fixed. It is the worst service center.
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July 2023 by Lori Zunich
Edited to add: Justin from Napleton reached out to gather more information. He understands that there are opportunities for some coaching. And, I understand that sometimes people just have a bad day. The lack of response to my attempt to schedule an appointment seems to be a corporate situation out of the local folks' hands. I must say the local people I have encountered ARE all customer focused.One of the primary reasons for the appointment wasn't documented. Luckily, the technician happened by and when I mentioned the ACC didn't seem to be working, he said he didn't know he was supposed to look at that. Good news, he went back and did another test drive. However, how did Doug, the service manager miss that maim detail?Also, I had to make multiple contacts to even get an appointment. When I mentioned that to Doug he said the people answering the phone may not even be in Urbana location. So what? Shouldn't I be able to get a call back when I ask for one so I can schedule?
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July 2023 by Kristin Wetzel
happy you have Saturday hours. the service van was very helpful as well, as my wife could change her plans , not having to pick up car at end of appointment. Could not have been more convenient
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May 2023 by Aaron Banks
I had an Incredible experience with a Napleton Volkswagen! Miles was our sales guy, but honestly the transaction probably wouldn’t have happened if it weren’t for the whole team! Idris, Miles, Sean and the finance team all worked really hard to make it possible for my girlfriend and I to purchase our new car. They were patient and kind every step of the way. They gave a fair offer for our old car and gave us a great deal on our new car. Thanks for everything guys. If you’re looking for good, hard working, knowledgeable, and honest salesmen this is your 1 stop shop. 10/10 would recommend.
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May 2023 by Edgar Gustavo Garcia Ruiz
Service was great at all time, the staff made everything on their power to make the process to get my new car easy and fast. I expected some kind check out like checking everything on car was ok and some kind of advises for my first time with the vehicle before leave the place. But they just gave me the keys and let me go
