Moore Automotive Group

Review: I bought a 2013 lifted Jeep Wrangler in Aug of 2013. In Nov 2013 I started having problems with it. I began to have sounds coming from my under carriage and my tire pressure sensors started coming on. I brought it into Moore Jeep and left it with them for the warranty repairs. They tightened up my lift kit reset my sensors and informed my I had a bent axle that they were going to do a one time replacement for my axle. When picking up my vehicle I asked them what could cause my axle to become bent. The guy informed me several things going off road over rocks and bad terrain, pot holes ect. After taking my jeep I continued to have the same problems and brought my vehicle back into Moore's service department on February 14th for tire pressure lights coming on squeaky noise coming from my under carriage. I received a call the same stating my axle was bent and they would not be covering the damage under warranty. I went into the dealership and asked them why they would not cover the damage to my vehicle. They informed me they were only covering it the one time that I neglected my vehicle and they would not fix it under the warranty because it should not be broken again. I took my problem to the owners son [redacted] Moore who is the Supervisor of Service. I informed him I was very upset that they were not covering the damaged axle that I had done nothing wrong that would have damaged my Jeep. [redacted] told me to contact [redacted] Customer Care about the issue because if they fix it they would be out the cost. I spoke with [redacted] Customer Care who stated that they would not fix it that I needed to contact the dealership. After speaking to [redacted] and [redacted] I contact my insurance company to see if they would cover the damage they stated they needed a call from the dealership. [redacted] Moore stated he would call them and that they should fix it because he thinks that I didn't cause the damage. I took my jeep to a 3rd party off road specialist who told me the problem was with my gears and that was causing the problemDesired Settlement: I no longer what anything to due with the [redacted] company due to the service I have had with them. I would like to be issued a refund for my total purchase, and if that is not possible I would like to have the warranty issue taken care of

Business

Response:

To Whom It May Concern:

This is the second visit with Mr. [redacted] bent rear axle damage. External forces caused this damage. This damage does not fall inside normal wear and tear. This is not a warrantalabe repair. The factory has reviewed and declined this warranty damage. UNDER THE TERMS AND CONDITIONS OF [redacted] WARRANTY THIS DAMAGE WOULD NOT BE A COVERED ITEM.

Attached you will find Moore Chrysler Jeep's RO#[redacted], in a one time Goodwill Gesture, we replaced Mr. [redacted] bent axle, verified new axle was straight also verified all axles were intact and not damaged. If customer returns in future with bent axle customer will pay full replacement costs associated with replacement. By accepting this one time goodwill repair, customer accepts terms. invoice/Disclosure was signed and accepted by Mr. [redacted] from original repair work order (see attached work order).

If you have any questions or concerns please contact [redacted] Moore, Owner, ###-###-####.

Thank you

Customer Relations

On 11/04/2014 bought a [redacted] from Moore. While doing all the paperwork with finance, we were asked if you wanted "brake safe" activated from [redacted]. No cost was mentioned, then said yes. Every other price in the vehicle and service contracts were mentioned except for this. When I signed it I didn't realize he stuck me for $1990. When I called back the next morning to cancel it, he was gone for the rest of the week. Getting back to him the 10th, he stated it was a he ([redacted]) "hard sale" and it can't be redone. Then he produced a copy of the paper I signed. I called & e-mailed [redacted] @ customer service to see if she could help, and if the owners condoned this practice, but never heard back.
In an article from the [redacted], Successful Women, it had [redacted] stating "our mission is to make every customer a customer for life by consistently providing world class service". All your finance department has done was lose a customer for life.
Read b/4 you sign, which I thought I did, but now I pay the penalty.