Moore Automotive Group

Review: I purchased an new 2015 Chrysler 200 in March 2015 after driving it a few days I realized the voice reconition system did not work correctly. Took the car to dealer and was told they were to busy to work on it now. So I waited till after Easter when I thought they would be less busy and called them only to be told they would have to have the car most of the day and that quite honestly they probably could help it any. So again I waited till my first oil change That was June 1st they changed my oil a checked my voice reconition system and declared it worked ok. Before I left the dealer I had the service writer [redacted] set in the car with me and we both gave it voice commands most of which in perfectly useless responses from the VR at which point [redacted] told me he would have to call Chrysler engineering and he would call me but he didn't. Several days latter I called him he said he thought they had a fix they would need to install some new software and it would only take about and hour and half 4hrs. latter it still didn't work. Explanation they had the wrong memory stick.They will call me when they have the correct memory stick. One week latter they have correct memory stick. They keep the car all day and at the end of the day VR still doesn't work. Parting words from the service writer [redacted] "nothing else he can do" suggests I call Chrysler customer service. I call them 2weeks ago they said they would work on the problem.Chrysler I want my money back under the lemon law.[redacted]Desired Settlement: Complete refund plus compensation for time wasted and anguish

Business

Response:

Mr. [redacted] will be coming into the dealership tomorrow, July 29 and we will do a complete new vehicle delivery with him. We will be explaining the voice activation to Mr. [redacted] at that time.Thanks you[redacted]OwnerMoore Chrysler Jeep/Subaru

Review: I took my 2012 [redacted] to Moore [redacted] for a check engine light which resulted in the replacement of the cylinder head under warranty. My vehicle was returned to me with several things wrong to include: the engine bay was covered in oil from the repair, the engine coolant was never refilled after the head was replaced and the overflow was empty, and to top it off the cowl behind the hood was dented in during the repair. The service director ([redacted]) and service writer ([redacted]) accepted the responsibility and agreed to fix it. When they took it back for repair they told me that if the panel couldn't be repaired back to new that the panel would be replaced. When I picked it up I informed them when I got home that I was not satisfied and could still see the dent and was not happy with the paint job, I brought it to them in perfect condition and expect it to be returned the same. I called the service writer ([redacted]) and the service director ([redacted]) over 5 times an left messages and not once did I get a call back. I waited till the end of the day and called to have the service director ([redacted])paged, he then came on the phone and proceeded to tell me that he wasn't going to go any farther with the repair and suggested that it couldn't be proven that they even caused the damage and that they would not replace the panel only try to blend their repair better. I found the way I was spoken too by [redacted] was extremely rude and ignoring of phone calls, utter disrespect towards me, and the poor workmanship on my vehicle reflects very poor business practice and is unacceptable.Desired Settlement: I want the damaged panel to be replaced and painted by a qualified professional

Business

Response:

We have spoken to [redacted] on several occasions. His vehicle was in for a cyliinder head repair and there was a very small dent in his windshield cowl from the large bumper jack that is mounted to his hood. The clearance between his cowl and hood bumper jack when the hood is in the open position is less than 1/16th of an inch. The jack probably contacts that hood virtually every time the hood is opened because the clearance is so close. The vehicle has been repaired at other facilities in the past and has only been to our dealership once.

As a gesture of goodwill I agreed to repair the cowl. The cowl was repaired and looks phenomenal. The vehicle is used heavily off road as evidenced by extreme scratches (Arizona pinstriping) and dents throughout the body of the vehicle. It is my opinion that we have gone above and beyond to repair a very small dent on an area of the vehicle that is prone to denting when the hood is opened.

I have further offered [redacted] a second look at the repair that was performed, as he mentioned he was unhappy with the paint blending. He did not mention that the repair of the dent was unacceptable. I again have spoken to him on numerous occasions. I have personally inspected the repair and the windshield cowl looks great, but would still be willing to take another look at the paint work on the affected area.

Sincerely,

[redacted]

Service Director

Moore Auto Group

[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I would like to point out a few of the blatant lies provided by [redacted] in his response, # 1. I have spoken to him once not several times and he proceeded to tell me he wasn't going to repair the damage they caused any further. #2. The jack mounted to the hood has over an inch of clearance when the hood is opened, contrary to his statement of "less than a 1/16th" (see photo). #3. There are light scratches but not a single dent on my [redacted] until they damaged it (I have included photos of all sides). # 4. It has been worked on at other dealerships and amazingly never returned damaged until they worked on it. # 5. I have complained about the repair, I wanted it replaced in the first place because I wanted my [redacted] to be returned to me in the same shape I gave it to them but instead they would rather cut corners and repair it in such a way I can still see the dent and the paint doesn't match. Not to mention the entire windshield and the rest of the cowl and hood are now covered in overspray. At this point I would rather them not even touch it but pay to have it replaced and painted properly by someone else because I have experienced nothing but incompetence and lack of respect for me and my vehicle. Never have I experienced such poor customer service and disrespect by anyone and for that reason they have lost a customer in me and anyone else I know. The Moore Automotive Group should be embarrassed to employ such people. The bottom line is my vehicle should never come back to me in worse condition than when it went in, and I understand things happen but when they do, take responsibility and fix it properly instead of lying and blaming the customer. If they don't want to fix this issue then it will be forwarded to [redacted] and then to my attorney's office.

Regards,

Review: I have been into the dealer at least 8 times for the same problem- 3 separate noises (grinding, squeak, flutter) coming from the front drivers side. The first few times a tech rode with me and heard the noise but said they were unable to replicate and could not fix. On approximately the 5-6 time the service manager rode with me, heard the noise and thought it was a window piece and replaced it- I had told him I was quite certain that is not what it was. I drove off the lot and the noise was still there. Came in the 6th time with an appointment for the noise and oil change. Tech said they were busy, did not drive with me and said they could not replicate. Drove car and noise was there. Received a call from dealer for internal survey which I gave a bad survey since they were too busy to help me even though I had an appointment. The service manager left me a message after my bad survey and asked I call back to make an appt. to drive with him. Left both service manager and other manager a message to call me back and no return call from either. I Showed up to dealer for 7th time and expressed my dissatisfaction of them not returning my calls and needing to take a day off to come in person. On 7th time manager and tech rode with me, heard noise. I asked that they call main Chrysler to figure this out as well as bulletins and they said they did. they kept car 5 days and said they fixed noise. I drove car and the noise was louder than before, loud enough that I was able to video tape with clear sound. The car has now been dropped off for time #8. I was informed today that they are now just calling Chrysler and looking through the TSB's to see what it may be and possibly call the Chrysler Engineer. I was told they had contacted Chrysler before and went through the TSB's? Apparently they had not if they are now just doing that today.Desired Settlement: as of now I have given them at least 8 opportunities to fix this vehicle. I have taken a number of days off work and spent countless hours trying to get this fixed and I am still dealing with the original problem. This has gone on for over 1.5 years and I don't feel we are any closer to a resolution than day one. I have done everything they have asked me to do- left the vehicle for hours/days and have been told every time that they cannot replicate or have fixed. At this point, after at least 8 visits I believe I have been more than patient with this dealership and believe this vehicle more than qualifies as being considered a lemon. I believe this vehicle needs to be purchased back by the manufacturer and I should be refunded what I have been paid towards this vehicle to apply towards a new vehicle.

Business

Response:

We have just had Mrs. [redacted]'s Jeep in for the latest repair attempt. We did recieve some input from Jeep engineering that pointed us in the direction of adjusting a sheet metal panel on the drivers front area of the exterior of the Jeep. We did perform that adjustment. We have road tested this Jeep roughly 100 miles. We were not able to replicate the noise after this latest repair attempt. This car was picked up by Mrs. [redacted] on Aug the 5th, 2013.

Regarding a possible lemon law case, Mrs. [redacted] would have to iniate that with Chrysler call center number [redacted], of which I did speak directly with Mrs. [redacted] on how to do so.

We believe the latest repair has resolved this noise concern and recommend closing this case.

Thank you,

Service Director

Review: I purchased a 2004 Toyota RAV4 July 26, 2014. At that time I was told the vehicle had undergone a 125 point inspection. The next morning I notice an oil puddle on my driveway beneath the car. I found the leak was coming from the oil pan drain plug, which had never been tightened after the oil was changed at the dealership. This led me to think I should have an independent source check the car. Upon checking, it was shown to me that both rear shock absorbers, and the front struts, were all leaking, and the struts protective boots were completely detached, so that there was no protection. I took it back to the dealership, and looked at the form they used to do the inspection, and found that the technician showed the shocks and struts conformed to Chrysler specifications. When I asked the management how that could be, they would not give me an answer. The general manager, [redacted] (last name may be not correct) just shrugged his shoulders and told me "this is a 10 year old car, we don't want to put any money into it". He then told me that he and Sean, their service manager, had looked at the shocks and struts and that they did not need to be replaced. He lied to my face. So did his service manager. They did, however, provide new boots and bumpers, and offered to install them, only hiding the problem. I decided to have the shocks and struts replaced, so I took the boots and bumpers to [redacted]'s, where they used them with the repair. The repair bill was $892.60, for which I have the receipt. When I contacted the dealership customer care person, she told me she would speak to the owner regarding this problem. I told her I wanted to be reimbursed, since their inspection was incorrect, and their management attempted to hide the problem. I have waited several days, and no response. I called her again, and she told me the owner is now out of town. Convenient? Additionally, I traded a vehicle with a higher value, so they sent me a check for the difference. Unfortunately, their finance manager miscoded the transaction that there was a lien, and sent the title to [redacted]. Now I have to wait until the title is released and sent back to the dealership for them to process it the correct way. The title person indicates that I may see it in 5-7 days. I have a feeling nobody there is telling the truth. At this point, I do not know if the title will be a clean title or not. This is the worst auto purchase experience I have ever had, and I've had a lot of them. UPDATE: While in the process of typing this, the GM, [redacted], called me and told me he was in the owner's office, and overheard the customer care lady speaking to the owner. Now I know they all are lying to me.Desired Settlement: I want to be reimbursed for the expense of repairing the car, and to have the title processed and delivered to me in an expedited manner. The other option would be to buy the car back from me for the purchase price plus the repairs I have had done.

Business

Response:

Dear Ms. [redacted], Owner of Moore Chrysler Jeep, and Mr. [redacted] met today, 8/15/2014 and have come to a mutual agreement on the resolution of his concern. MJC and Mr. [redacted] are satisfied that this issue had been resolved.If you have any questions or concerns please contact [redacted], ###-###-#### or e-mail: [redacted].comSincerely,[redacted]Owner/GM

Review: Within the last three weeks I submitted two Emails to the business regarding what I feel to be

a lack of knowledge by their service personnel (More than two hours of investigation to

find a bad battery ground cable) and on another recent major service not providing a

major tune-up in conjunction with replacing my engine (at a cost in excess of $7,000.00)

as well as a total lack of attention to customer loyalty. As of this date I have yet to receive

any acknowledgement of my complaints. I have been a customer since 2002).Desired Settlement: Answer my complaints and provide the major tune-up suggested by their service advisor

at my last service without additional cost.

Business

Response:

I ([redacted]) the service director spoke with [redacted] on 6/22/13 via phone. We both agreed that possibly the emails that he had sent to us, may have gone into our spam filters. I apologized no one returned his emails. I did explain that the t-up that his new advisor recommended was recommend only due to milage and age of the vehicle. [redacted] acknowledged that the car was running fine. So I did offer [redacted] a t-up at a deep discount (cost of parts only $140) compared to full retail of $465. He said he isnt sure if he wanted to do a tune, that he would drive for a few weeks and decide if he wanted to do the discounted tune up at a later date. I told him I would make a note extending the offer for the discounted t-up for 30 days. He agreed that that was a favorable resolution for his concern. He also stated he would close out the Revdex.com compaint as a favorable resolution.

Service Director

Review: I purchased a 2006 Pacific from Moore Automotive. The finance manager [redacted] sold me dealer add-on by falsely representing the alarm system; stating that Phoenix, AZ

was the number one city in the US for car thefts. This is not true when I returned home I researched it and Phoenix was number 70 in 2011 and number 80 in 2012 for car thefts in the US.

The other add-on he sold me was a blinking taillight that was to warn cars behind the vehicle that it was stopping. I was following the vehicle home after picking it up from the dealership and I noticed that there was no blinking brake light. These add-ons are over 6 years old and as far as I can see useless. The other problem was that after we drove the vehicle home and put it in our garage I could see under the garage lights that there was severe hail damage to the roof. I immediately called the salesman to report these issues and his comment to me was he was not obligated to report the hail damage to me. I responded to him that it is having a little integrity, more so from a family owned business, to let the buyer know what is wrong with the vehicle. I took the vehicle to a body shop for an est. and it was over $3,600 (calling it SEVERE hail damage) to repair the hail damage. This was not reported on the Car Fax which the Car Fax states that severe hail damage must be reported. We have replaced the start and battery since we purchased the vehicle. Steve from Moore Automotive has tried to contact me several times. But I travel weeks at a time. I had called and left my cell number on his voice mail but have not heard anything form him since.Desired Settlement: I would like to have the add-ons be removed and some compensation for the hail damage repair.

Business

Response:

Dear Ms. [redacted]:

We are responding to Mr. [redacted] complaint dated August 5, 2013. Mr. [redacted] purchased his

2006 Chrysler Pacific on May 25, 2013 and in order for us to comply to Mr. [redacted] complaint, he will need to come into the dealership and meet with [redacted], Finance Director to re-negotiate his contract. We have attempted to contact him ten times. Mr. [redacted] has not been able to coordinate his schedule.

Mr. [redacted] needs to contact [redacted], finance Director, or [redacted], Customer Relations at Moore Chrysler Jeep, ###-###-#### to set up an appointment to come into the dealership.

If you have any questions or concerns please contact us.

Sincerely,

[redacted]

Finance Director

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9652616, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

[redacted], my contact info is cell ###-###-####, this is the only number I can be reached.

Regards,

Review: Electronic ingnition and modeum on 2008 charger of which was replaced in July of 2012. The part is still covered under warentee.; but is on national back order till july 9th. because I did not have bumper to bumper warntee they were not going to provide a loaner and said they would supply a rental at a lower rate. I reiterated that it was not my fault that the part was on back order and that they needed to provide a loaner. the service manger Luke Moore suggested that I call [redacted] direct. I did so at 1 800 9921997 they approved a loaner thru Moore Jeep for 5 days. there fore they were taking responability for the problem. I was lead to beleive there would be no problem for approval of additional days and not to worry. I called to follow up on the loaner on may 18th spoke with tracy at [redacted] she stated that the loaner was approved for as long as I needed. On May 21st I decided to follow up again just to be safe I again called [redacted] and was given a case repsentative [redacted] at [redacted] x [redacted]. She stated that there were no notations on case number [redacted] as too [redacted] approving a loaner because I did not have bumper to bumper and that the dealership must be covering. between the dealership and [redacted] they saw fit to give me a loaner for 10 days. Now I have no loaner car.. They obvously know the part is defective. I have 2 jobs one of which I am the caretaker of a special needs child in which I get her to therapy appointments while her mother works. Not having a car can cause me to lose my job. As of right now the ETA on the part is around the 2nd week of June.Desired Settlement: Since [redacted] and Moore Jeep has admitted to fault they should supply a loaner or rental at no charge until the car can be fixed.

Review: Brought Van in twice for engine repair. Paid for engine repair, which was still under powertrain warranty. Brought vehicle back a third time because they failed to repair it. Moore refused to look at it again. Requested docs. Brought it back the next day, requesting that they put it on the rack and diagnose the problem. Told me to leave until we send oil change docs. We sent them. Weeks go by with no response. We send them again. Weeks go by again with no response. Then we experienced catastrophic failure of the engine that they "repaired" where vehicle stalled in middle of busy highway, endangering our lives. Finally, they respond saying that we need more docs and now warranty is expired so we need to call the corp. We are told this, despite fact that they caused the delay and despite the fact that we requested the repair prior to warranty expiration, requested follow-up of their failed repair prior to warranty expiration, and sent them the docs prior to warranty expiration. Issue #1: Delay in response is unacceptable. Please do not accept the excuse that our emails must have gone to spam, since they have responded to other emails that we have sent in the exact same fashion. Issue #2: their failure to respond to their inferior repair job directly led to our engine failure on a dangerous highway. Then, they finally responded and said that basically since your warranty is now up, you need to call the corp. We did, and got nowhere. The customer service was a joke; they basically read from a script; they would not document their decision or basis for it in writing. Said the warranty was up. Did not care that we have been trying to get the same problem fixed through the dealer since before warranty expiration. Dealer stonewalled us. Maybe they and Chrysler corp intentionally do that so as to not have to cover parts near warranty expiration?! So, we sent yet another email to the dealer after doing what they suggested and calling corp. And again, they still will do nothing and will not respond. We requested a response from the Moore owner. Here is the final email sent to them (copies of all previously mentioned emails can be provided): "Would I be able to get the final word on if the town and country would be fixed or not? I talked to Chrysler Corp and they refuse to send warranty paperwork or any other paper that gives us the final decision on the matter. I believe I have used all the avenues available to me and am left with no final answer. I am sure that the service department has made it clear that the occasions the vehicle was in and on their paperwork said at 96616 miles "Found oil level low, due to oil pan leak or long time for oil change" a way to cover a well known problem with the engine in the town and country that is reported in many places online and with the Revdex.com. Then at 98917 miles "oil normal not burning" then at Fletcher at 87394 miles " front lower motor mount broken upper and lower pan gasket leaking prior to service" Then again at 104376 miles "Major oil leaks, appears like main seal." So within 7,760 miles it goes from oil level low to major leaks main seal and at the 98917 oil normal. How can a company believe that they are taking care of customers and not just trying to get off cheap by waiting out the warranty? Please forward all this to the owners and Chrysler corp. and whom ever else should know this. I will be forwarding it to who I feel should know about Chrysler corp and Moore service department."Desired Settlement: Courtesy repair of vehicle and warranty of your repair work. We do not want to be stuck with another shoddy "repair" job. Provide courtesy tow to the service dept. since vehicle is now un-drivable. Provide courtesy rental.

Business

Response:

June 1, 2015 Revdex.com RE: #[redacted] Dear Madam: We are responding to [redacted]’s complaint dated 5/26/2015, concerning his service issue while his vehicle was in our service department.Moore Chrysler Jeep does not set the maintenance requirements for the Power Train Warranty provided by [redacted], LLC. Moore Chrysler Jeep repairs vehicles that meet the requirements of the warranty; we are reimbursed by [redacted] for these costs. [redacted] requires documentation of engine oil changes every 4,000 miles. If this documentation is not provided [redacted] considers the engine failures are due to abuse and abuse is not covered under the terms of the warranty. Moore Chrysler Jeep would like to repair the [redacted] vehicle under the warranty, but we must provide the manufacturer of the vehicle with required documents. We cannot and will not complete repairs unless we know we can substantiate the basis of a defect through documentation of proper care and maintenance under the terms the manufacturer of the product has set forth. These are not policies written by Moore Chrysler Jeep, but by [redacted] the manufacturer of the vehicle.In closing, we would like to point out that we absolutely want to repair Mr. [redacted] vehicle. Based on the conversation between Mr. [redacted] and [redacted] on April 29, 2015, he understands that he is required to provide the necessary documentation under the warranty. We are looking forward to having Mr. [redacted] vehicle repaired in a timely manner. If you have any questions or concerns please contact me at ###-###-#### or my e-mail: [redacted]@mooreauto.com. Sincerely, [redacted] GM

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted] I am being asked to pay to have a vehicle that does not run towed at my expense to allow moore service to see what the propblem is and then let me know how much they will charge me to fix. I sent documents showing oil changes and other repair work and outlined the times it was on the rack at moore service and told no major leaks and then taken to another shop to be told it has major leaks. We have been talking to Chrysler Corp also and it seems that they are just answering with a scripted response. The question we asked was for Chrysler Corp to allow Moore to tow the van in and verify the engine is blown. I already have it sitting at my personal mechanic and he told me it needs a new engine. I know the cost of this is why no company wants to take the lead and will fight the customer and blame it all on them to avoid the expense. We have asked to be given documentation stating the facts behind what must be done by the owner in order to maintain a working warranty. Chrysler Corp refused to send us any information about the warranty. We have questions that could be answered, but are not getting any. Is doing an oil change on your own void a warranty? What is the exact mileage between oil changes that voids a warranty? We asked to get a response that states these answers and have yet to get that information. We are still requesting this information and a free tow which is under the warranty.

Business

Response:

July 6, 2015 Revdex.comRE: #[redacted]Dear Madam:We are responding to the above complaint #[redacted] from [redacted], concerning his service issue. Moore Chrysler Jeep does not set the maintenance requirement for the Power Train Warranty provided by [redacted], LLC. Moore Chrysler Jeep repairs vehicles that meet the requirements of the warranty; we are reimbursed by [redacted] for the cost of the repair. [redacted] requires documentations of engine oil changes every 4,000 miles. If this documentation is not provided [redacted] considers the engine failures are due to abuse and abuse is not covered under the terms of the warranty. (See Exhibit ‘A’) Moore Chrysler Jeep was provided records from Mr. [redacted], however they were not provided from 0 miles to 87,000 miles. There is also a gap from 87,000- 96,000 miles. No records from 96,000 miles and beyond. Without the records [redacted] cannot be assured that the vehicle was properly maintained, as a result the Area Manger for [redacted] is not offering the customer assistance for this repair. Based on the conversation between Mr. [redacted] and [redacted] on April 29, 2015, Mr. [redacted] understands that he is required to provide the necessary documentation under the warranty.If you have any questions or concerns please contact me at ###-###-#### or by e-mail: [redacted]@mooreauto.com. Sincerely,[redacted] GMEnc

Review: Last month (February 23, 2016) I sold a Jeep Liberty which I purchased on January 15, 2011, from Moore Automotive Group. When I bought the vehicle I also purchased an extended service contract (96933) for $2,898 covering 84 months/60,000 miles. On February 29, 2016, I telephoned the dealership's Financial Officer Evan R[redacted]o request a refund of the remaining months.

My call went to his voice mail so I left a detailed message including my name, phone number and the fact that I'd sold my Jeep and wanted a refund of the remainder of my extended service contract. He did not return my call that day. I called Mr. R[redacted]gain on March 1, 2016, and left a second voice mail message giving him my contact information and the nature of my request. To date he has not contacted me nor have I received a refund from the dealership.Desired Settlement: I want a refund check covering the remainder of my extended service contract. According to my calculations the contract costs $34.50 per month and there are 22 months and 23 days remaining on the contract. Therefore, I want a minimum $759 refund which does not include the extra 23 days.

Business

Response:

We are responding to [redacted] complaint dated 3/7/2016, Complaint Number [redacted]. Our finance director, Steve L[redacted]i spoke with Ms. [redacted] on 3/11/16 concerning her extended warranty on her sold Jeep Liberty purchased on January 15, 2011. The result is that Moore Chrysler Jeep has cancelled her extended warranty and backdated the cancellation to 2/23/16. Ms. [redacted] is satisfied with this outcome.

Sincerely,

Steve L[redacted]i

Finance Director

Moore Chrysler Jeep

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: incompetent Service personnel repairing my vehicle resulted in excessive Labor cost. The same problem existed over 3 service appointments and each time the personnel charged me for a different issue when each repair was related to the original complaint AC -heater will run only on High.Desired Settlement: Reduction in labor cost since the 2nd and 3rd repeat service visits were related to the initial problem and should have been corrected the first time.

Business

Response:

To Whom It May Concern: [redacted] has an appointment for Moore Chrysler Jeep to look at his Jeep Cherokee on Tuesday, August 18, 2015 at 9:30 am. We will be checking his vehicle's a/c system at no charge. We will also provide [redacted] a $400 in dealership store credit for any inconvenience he may have had due to this issue.Sincerely[redacted]Owner?

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My son & I purchased a used car not even a week later the check engine light turned on the car was not certified when the car was taken back to Moore they did not make the repairs instead reset the system to turn check engine light off. The light turned on again & told us we had to take the car to another dealership for repairs on transmission code. We took the car to a Nissan dealership they made repair based on code then explained additional repairs were required so we had to take the car back to Moore. They assured us repairs would be completed and later once again the check engine light came on again we took the car (2008 Nissan Altima) back to Moore spoke to Service Director & GM they assured us to give them the opportunity to fix this car - they kept the car for a week &

Assured repairs made. Again week later the

Check engine light came on again & the service manager Dustin explained there was nothing he could do and the issue would have to be addressed with General Manager. This car has been in the shop more than its been driven since it was purchased service and customer service has been a complete nightmare &

Loss loss of time & money! It's clear this car is a lemon and they sold this car knowing it was no good! Please contact me for further details I would not recommend this dealership to anybody extremely poor customer service and bad business period !!!Desired Settlement: Refund and apology it is not right to sell vehicles that are not certified and not even bother to make things right with the customer.

Business

Response:

Ms. [redacted] and her son have been driving their 2008 Nissan Altima for the last few weeks and we have not heard of any further issues or concerns. Their isssue was fixed by Nissan under warranty. We hope that their 2008 nissan Altima is working out for them and we sincerely hope that they have no other issues.Sincerely,

[redacted]Moore Automotive Group

Review: I made an appointment with a internet sales person Willow, to look at and purchase a advertised [redacted] , their advertised price was $ 36,210. We meet with a sales person [redacted], we agreed on$18,200 difference between the value of our trade in and the cost of the new [redacted].

We meet with the finance person [redacted] ( very slick fast talker, going to get us out in a hurry) We should have financed $18,010.00, The salesman, and I assume the sales manager already agreed on the price, and the trade value. Well when the dust settled after we got home, they raised the price of on new one to $37,834.00 and lowered the value of our trade to $17,755.00 which is a difference of $20,079 and it should have been $18,010.00 for my trade and $18,200 to finance They overcharged me $1624.00 on the price and shorted me $255.00 on the trade value for a total of $1879.00 plus the difference that they collected in Taxes.

Also in the process of getting the [redacted] ready to deliver, they dented the cowl, I took it back to them( driving 170 milesone way from [redacted]) to get it repaired, they couldn't get it done and want me to come back twice to drop it off and come back again in two days to pick it up. It's a 4 hour trip one way, so they want me to drive 16 hours and spend $150.00 on gas to get it repaired. They did say they would give me a loaner and some gas, not all.

I have attempted to contact the salesman [redacted] , finance person [redacted] and [redacted]'s supervisor Steve . I left numerous messages and finally the sales person called 12-11-12 no one else has returned my calls.Desired Settlement: I want them to Honor the advertised price and the agreed upon trade value, as stated above, along with giving me at least their estimated cost to repair my NEW [redacted] that they dented so I can get it fixed locally.

Business

Response:

Dear Ms. [redacted]:In response to [redacted] complaint #[redacted] concerning the purchase of her 2015 [redacted], we are sorry for any miscommunication [redacted] experienced during her purchase.We sold the [redacted] at the advertised price, $36,210. [redacted] did purchase AfterMarket products and they were fully disclosed on the Purchase Order, Installment Contract and on the F&I Menu. (see attached)No damage was noted at the time of delivery but after driving 200 miles back to Lake [redacted] she reported the damage to the cowling. Because it was not noted at time of delivery, we can onl y Goodwill $50.00 to $75.00 for the cowling to be repaired by a Paintless Dent Removal company.If you have any questions or concerns please contact me at my e-mail:[redacted]

Review: I Purchased a 2015 Grand Jeep Cherokee from this company on August 11th of this year and this company was the most unprofessional company I have ever dealt with with in my history of purchasing a car there Finance guy was so rude I requested to speak to the owner of this company and was provided with an email address to contact the owner in which I did and never received a response regarding the poor and rude customer service I had experienced .. I recently went back to this company on 12/12/2015 to the services department for an oil change since I had been informed upon purchase to bring the car there for servicing ..Once the service was completed they brought me my car and I noticed that on the right side of my car (driver side)my window was cracked and the outer frame of the window was damaged and lifted. I spoke to the guy that assisted me while there and he went and got the sales manager. When the sales manager came out I had explained to him that upon my arrival to there dealership my car had not been damaged . He told me that there dealership did not damage the car and that they didn't have anything in there shop that would have caused that damage I then explained to the service manager that I had been given the inspection check list which ask's if the car has any physical damage such as windshields cracks chips and pitting (etc), prior to services being done and that they checked the green box indicating that my car had no damages .I was then told to contact the director on Monday to speak with him about this incident, I have called and left messages and he has yet to return my call. I have documents to provide to help assist with my claimDesired Settlement: I would like for this company to be the responsible party in repairing the damages that were done to my vehicle while under there care

Business

Response:

To whom it may concern:

Ms. [redacted] vehicle was at Moore Chrysler Jeep's service department on December 12, 2015. We did an oil change, but the vehicle was not washed since it was raining that day. Ms. [redacted] took her vehicle, but returned shortly after leaving claiming we had cracked her left front window. The crack is in an area that the right light and right angle are required to even notice it exists. There were no signs of impact to the window. We have also been contacted by [redacted], as she opened an insurance claim to repair the window on her vehicle.

The trim piece she feels is damaged is a an overlap point and is positioned normally for her vehicle. Moore Chrysler Jeep would be willing to photograph the affected area and submit the claim to Jeep for possible warranty coverage.

If you have any questions or concerns, please contact us.

Thank you

Matt M[redacted]

Moore Chrysler Jeep

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

I Have also been contacted by the director of the service department Dustin s[redacted] that has informed me that if jeep will not make the repairs to the window that Moore jeep will be responsible for other alternative solutions on making sure the window glass is repaired

Regards,

Review: 06/02/2015

- 2001 Jeep Grand Cherokee had a check engine light and was reading codes [redacted] and [redacted] according to both myself and the Moore Automotive Group automotive technician.

- Service representative said “we are going to have to perform a diagnostics” and “Don’t worry we will take care of you”

- Later on that day the service representative called and said “everything is pointing to having a bad PCM, and that it needed to be replaced” and quoted me $1200 for the repair **At no point was I informed that once the PCM was replaced I could not receive a refund**

06/03/2015

- Gave Moore Automotive Group permission to proceed with repair

06/04/2015

- Revived call from service representative that my vehicle was ready to be picked up

- Paid the $1200 and watched technician drive vehicle up to the service representative. I was then handed the keys and the vehicle would not start. The check engine light came on again and was still reading codes [redacted] and [redacted]. At this point the service representative became disgruntled and rude.

- The service manager informed that they put aside my old PCM in the back so once they figured out the issue they could make sure the old PCM was indeed bad. The service manager also informed me that there was never a diagnostics done on my vehicle in the first place.

In The End

- Conveniently my old PCM that was put aside in the back was shipped and can no longer be diagnosed.

- It ended up being my cam and crank sensors that were causing the problems, which I ended up replacing myself.Desired Settlement: - Being that at no point was I informed that once the PCM was replaced It could not be taken out and returned, my vehicle was not ready when the keys were handed back to me (after paying for the repairs), my vehicle was never diagnosed correctly in the first place (admitted by the service manager), the technician was bountifully rude to me, and conveniently shipped back my original PCM that was still needing to be properly diagnosed. I believe that I need to be compensated plentifully for enduring what Moore Automotive Group calls quality customer service.

- Bottom line I’m looking for a full refund of $1,167.14 due to this incident being solely the Moore Automotive Groups Fault on multiple levels.

Business

Response:

Mr. [redacted] brought his vehicle to us with diagnostic and repair work that had already been performed by him and another repair facilities. He requested that we replace his Powertrain Control Module (PCM). Mr. [redacted] military service entitled him to a discount, which we provided. The PCM was replaced, yet a problem still existed with the vehicle. The camshaft and crankshaft position sensors also needed to be replaced. The camshaft and crankshaft position sensors had already been replaced prior to Mr. [redacted] visit to Moore. The old, original PCM was causing the multiple sensor failure. Brand new sensors failing on multiple occasions indicate that there is a problem beyond the sensors themselves. We replaced the PCM and did not realize that the old PCM had already shorted the new sensors internally and allowed Mr. [redacted] to pick up the vehicle. After a reoccurrence of the problem, Mr. [redacted] purchased another new set of sensors from us and installed them himself. The problem has not returned. The PCM fixed the issue, the sensors were a product of the bad computer module. As a gesture of goodwill, Moore has offered to refund Mr. [redacted] $600.00, approximately half of the PCM repair cost. Mr. [redacted] did not feel the service was adequate and in an effort to accommodate his concerns we offered this adjustment.Sincerely,[redacted]Service DirectorMoore Chrysler Jeep/Subaru

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Purchased vehicle on April 22, 2014, air conditioner quit working, took in for service on June 5, 2014, vehicle was returned on June 5, 2014 stating nothing was wrong, started to leave with vehicle and before I could get out of the parking lot air conditioner stopped working, gave vehicle back to service department on June 5, 2014, vehicle was returned to me on June 6, 2014 stating the problem was fixed. On June 20, 2014 took vehicle back into service department because air conditioner stopped working, vehicle was returned on June 26, 2014 stating problem had been fixed. On June 30, 2014 returned vehicle to service department because air conditioner stopped working, vehicle was returned on July 18, 2014 stating problem had been fixed. On July 19, 2014 returned vehicle to service department because air conditioner stopped working. I contacted Chrysler on July 19, 2014 to file a claim. On July 31, 2014 contacted Chrysler to file vehicle as a lemon. I was contacted On August 6, 2014 by Chrysler stating my claim was denied and that my vehicle was fixed. I have asked who I can talk to regarding this and I am getting the run around.Desired Settlement: Return the vehicle for purchase price and satisfy the loan with [redacted] bank

Business

Response:

Dear Ms. [redacted]:

Moore Chrysler Jeep has worked diligently with Ms. [redacted] and Chrysler Corporation to correct the air conditioning concern with her Jeep Cherokee. Eash visit we have completed repairs as per Chrysler's STAR technical assistance and have driven the vehicle extensively to verify those repairs.

We were instructed by Chrysler to replace the a/c control head. We have completed this repair and again driven the vehicle extensively. Upon Ms. [redacted]'s arrival to pick the vehicle up the a/c was again blowing hot.

Chrysler has instructed us to replace the a/c compressor. We have special ordered the compressor and are currently awaiting it's arrival. Ms. [redacted] is in a comparable loaner vehicle at no charge to her while we await the new part.

We have spoken to Ms. [redacted] and she is not upset with us, the franchised dealer, she is upset with the product and the repeated visits to find the resolution repair. We have referred Ms. [redacted] to Chrysler, as we have performed our duties as an authorized repair facility per the instruction of the manufacturer of the product.

Sincerely,

Service Director

Moore Chrysler Jeep

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and my complaint has been resolved.I would like to add that this complaint was not against the service department. The service department was very helpful and did all they could to help me.

Regards,

Review: The dealership lied about the $1,000 check up on the car. No service was ever competed. Back seat sticks in a locking position. [redacted] won't [redacted] up the car.Desired Settlement: I want a new [redacted] that actually works so I don't get stranded again in 115 degree weather with the only option to call the ambulance. I need to have the seat fixed. I need four new tires.

Business

Response:

Dear [redacted]:We have tried to reach [redacted] four (4) separate occassions without results. We are waiting for [redacted] to contact us. We are saddened that we have not been able to reach [redacted] to try and resolve this problem.Sincerely,[redacted]GM/Owner

In 2013 we purchased a Jeep Wrangler from Moore Chrysler Jeep on Bell Road. At the time of the purchase my wife and I recalled the salesman state that Moore provides one free set of tires when the originals wear out. We thought that was great - a company who really wants to build a relationship with the customer.

In late-2015 I went to Moore to take them up on their offer. It was then that the service adviser told me that we were required to have all of our vehicle servicing completed at Moore in order to "earn" the set of tires. I meet face-to-face with Spencer about this. He said he could pull up the document that we should have signed regarding this policy, but it would take about a week.

I called back after two weeks (or so) and talked to Spencer. He had not retrieved the document and basically said "tough luck, that's the way it is" (paraphrased). The salesman (Marty) called me to confirm the tire policy. I asked him if I could obtain a copy of the form he described. He basically stated that we should have a copy in our original packet we received from the dealer and they would not provide it.

While this tire program may absolutely be the policy of Moore, it was not communicated at the time of the sale in that way. Further, Spencer's desire to simply get me out of his office was apparent in his lack of follow through regarding retrieval of the policy document.

I'm not angry about not receiving new tires; I'm disappointed that the policy was not clearly stated and that subsequent visits seemed to indicate that once Moore has your money, they pretty much don't really care about customer service or relations.

Lesson learned.

I had a fantastic experience with Moore Chrysler dealership! I worked directly with [redacted] and [redacted]. An amazing experience that was professional and I would not go anywhere else to purchase a new vehicle.

I had a very positive experience buying a [redacted] was low-pressure, knowledgeable, and put me at ease during the entire buying process. I got a great deal and am so happy with my new car! Thank you [redacted] and the entire team at Moore Automotive! I will definitely recommend [redacted] and the dealership to friends and family.

Review: We went to purchase a vehicle from Moore jeep, we purchased a 2008 BMW certified pre-owned. Before we could take ownership of the vehicle but after the down payment and terms were agreed upon the Air conditioner in the vehicle malfunctioned but the dealer tried to fix it but was unable that day. They agreed the car would be fixed and offered us a shuttle ride to the dealership the next day since the rental car was due to be returned. We'll the cost of repair was apparently too much so they offered that we pay $600 more to off-set the cost, but this is not the deal we agreed on! We agreed to have working air front and back as part of the purchase and now they do not want to honor that.Desired Settlement: I would like to receive the car that was purchased with the repaired AC!

Business

Response:

To: [redacted]

Re: [redacted]

Review: ID# 10114463

I spoke with [redacted] regarding the 2008 BMW purchase and the dealership agreed to replace the compressor. [redacted] elected not to wait the 5-6 business days for the part to be received due to the 4th of July weekend. Based on [redacted] demands Moore Chrysler Jeep agreed to unwind the purchase of the 2008 BMW and refunded 100% of her purchase.

If you have an questions or concerns please feel free to contact me.

Sincerely,

Owner