Moore Cadillac

Do NOT use Moore's collision center ! They absolutely ruined my new [redacted] paint job when I took it to them to have it repaired after a deer accidentThey had my car for about weeks total to replace the hood, bumper and various smaller parts in the front endTheir paint job looks like a year old with a spray gun did itI can clearly see spots on the hood where paint was not applied evenlyNever again will I take my vehicles to them nor buy a new car from the [redacted] dealer connected with themPhotos can be seen here: http://www.rdforum.org/showthread.php?t=46236&highlight=

To whom it may concern: Moore Cadillac is responding to case # [redacted] that was closed as “ No Response” [redacted] had contacted us after complaint was filed with Revdex.com and we agreed to repurchase the vehicle in June of They agreed and we repurchased vehicle at the price they paid for the vehicle Please update the case file to reflectThank youQuestions or comments can be directed to, David S*General ManagerMoore Cadillac [redacted]

We all are well aware of the issues that this customer has encounteredWe have tried to work with the customer to try and resolve any questions regarding the sales tactics that the customer claims the dealer uses or used in this transactionThe customer claims that a price was agreed to over the phoneWhen the customer arrived, the discrepancy was over $There were two mistakes created due to this discrepancyThe first, was that nothing was agreed to in writing to verify what was allegedly agreed to over the phoneOur business practice when trying to conduct a transaction over the phone is to verify all figures via email and or faxHowever, this was not done and ultimately you have a he said/she said argumentThis is the same conversation I had with the customer, and he also agreed that he made the mistake by not agreeing to the deal in writing as wellAs mentioned to the customer, there was no bait and switch or tactic used to get the customer to agree to any dealThe customer was not tied down and told he had to purchase anythingWe apologized and told him that the price was X if he elects to purchase the vehicle.The customer certainly did not have to purchase the vehicle when he arrived if he felt that he was being lied toWe did not hold the customer's deposit and offered a full refund for his troublesThis was just a break down in communication between the sales person and the customerAny transaction being done over the phone should have had something in writing via email or fax As for the customers issue with his lug boltI'm not sure who he is referring to when saying he was "passed off" or "shrugged off" regarding his complaintWe told him that we would take a look at the service records and or any notes that the technician may have noted during the lot inspectionWe referenced the repair order, and he was told that there weren't any notations regarding any issues with faulty lug boltsOur inspection, like all of our pre-owned models is the sameThe customer mentioned that we would have noticed the issue if we had checked the brakes by removal of the tireThat is not entirely accurateRoad testing a vehicle for brake pulsation and noise will tell us the majority of the time if brakes or rotors will need attentionAlso, if the wheel is large enough, which that vehicle was, we can also measure the brake thickness without having to remove the tireFurthermore, I instructed that he speak to our service manager to see if he could offer any insight as wellOur service manager also spoke with him and reiterated the same thing, and also mentioned that those bolts could wear or break over timeIt could have happened before we inspected, after, or at any point when he was driving the vehicleUnfortunately, this repair is not covered under any warranty as its considered a "wear and tear" itemWe apologized for the confusion and the inconvienceWe consider this matter closedThank you

Dear [redacted] :I am writing in response to your notice of the complaint, ID# [redacted] , received on December 21st from [redacted] [redacted] leased his [redacted] thru Moore Cadillac Chantilly 05/25/with a month contractDave S***, General Manager for Moore Cadillac Chantilly, spoke with [redacted] on 12/12/in great detail about his concernsWhile MrS [redacted] acknowledged that there was work done on the vehicle prior to his lease, as the lessee [redacted] has not suffered any monetary lossIn addition, at the time when lease ends there will be no inconvenience or loss since he is not the owner of the vehicle Finally, MrS [redacted] offered to assist [redacted] with the purchase of a new vehicle at a considerable discount when he chooses to turn in his lease, but [redacted] declined stating he has already purchased a new vehicle recently.Sincerely,Stephanie P***

[redacted] On behalf of myself and the Dealership, please accept my sincere apologies for the poor treatment you received from our DealershipI have spoken with our Subaru Management team, and our entire staff regarding this exchangeThere are certain days when we are very busy and or understaffed that lead to some unhappy customers, that are left having to wait for a longer than anticipated timeWhen you arrived at our location this past Saturday, we were extremely busy, and there were a few customers waiting minutes or longer, waiting for a salesperson to free upI am sorry that you or anyone had to wait and or were treated with any disrespectI think it goes without saying that we are in the people business, and we try to create an exceptional experience for every customerI would be happy to assist you with a purchase of a Subaru if you are still in the market, and would allow me the opportunityMy sincere apologies again Sincerely, Billy T [redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Revdex.com, Thank you for your support and assistance
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We have explained in full detail our position with this customerWe have supporting documents showing all documentation that was sent via email to the customerWe have a valid email address and dates when this was sentThis was also told to the customerIt's very evident that the customer cannot be satisfiedBeing called a liar and labeling our business practices as "deplorable" is counter productive and unprofessional As stated previously, we consider this matter closedThis will be the last response in regards to this complaint.Thank you

Moore Cadillac is sending out a refund check today to this customer
Michael K***

This repair - invoice # *** was for a recall which is warranty and a repair to the air conditioning drainThe recall was no charge and the a/c repair was $The check engine light that came was due to the fact that the car needed an oil change - invoice # We did refund this
customer $- invoice # ***We did not have to , but we did for customer satisfactionThe customer is very satisfiedCase Closed
Michael K***
Moore Cadillac

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The writer of this response has provided information I have requested the service documentation for what was done prior to delivery and those records have yet to be provided The Virginia State inspection was performed in April and the car was delivered July 26, By admission of the salesman, multiple persons at the dealership drove the car and took it home NEVER was I offered a warranty on tires and wheels NEVERHad it been offered I would have accepted itThe dealership did not actively inspect the vehicle prior to delivery at the time of my picking it up The local *** dealership in Richmond told me what they did to the vehicle The statements from Moore Cadillac in this response are counter to the principle of the Revdex.com
I requested to take the registration paperwork with me and that request was deniedI requested that it be sent to me along with a refund of the taxes and registration fees due so I could handle it myselfThat too was denied Upon investigation I found that I was overcharged for the fees I inquired with my state DMV as to how to get a refund They showed what they had been paid which was less than what I was charged Apparently the dealership retained the balance
After no less than four requests did the COO contact me The sales manager continually laid all the issues at my feet The sales manager openly wrote that their dealership's warranty did not cover me as I had the car registered in a state outside of Virginia The sales manager refused my phone calls and would only communicate with me through email To his credit the COO did call me I was unable to call him back and respected that he said he was sick and not up for verbal communication
My complaint remains in force and the representation of what Moore Cadillac has claimed should show further that they are not working under their agreement with the Revdex.com
Regards,
*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I too have the email where the dealership claims to have sent the service records They sent only a seat repair and Virginia state inspection was done I continue to request that the records of the work that was done at Richmond BWM be sent to me Moore Cadillac simply has not done so and continues to refuse to do so They are misrepresenting to you, the public you serve and me what they have done and are doing They misrepresented at the time I purchased this vehicle what they had done and were negligent in what they did to assure delivery of a safe vehicle I believe that you at the Revdex.com are seeing that this company is beyond combative in their approach in providing and responding to a simple request of service records Now I must ask, what are they trying to hide? Is it that I will now have definitive documentation that what the COO and Sales Manager have written me that certain defective items they claim to have been replaced weren't and expose their attempts to simply save themselves $600? If they can simply state that they will not respond to a reasonable request because they don't want to then they are not a company that should have anywhere close to an "A" rating by the Revdex.com No, I do not accept their respondents note that they will not respond and go quietly awayBased upon my experience, Moore Cadillac is not an operation of integrity They cost me $and almost my life because they chose to not simply check the air pressure in a tire They have been nothing but combative in fulfilling their obligation to provide me with tag and registration I continue to request the service records from *** *** I want them unaltered I want personal contact from the President of the operation acknowledging his awareness of his underlings behavior that is less than an appropriate way to address a customer in a customer driven business
Regards,
*** ***

Do NOT use Moore's collision center ! They absolutely ruined my new 2015 [redacted] paint job when I took it to them to have it repaired after a deer accident. They had my car for about 3 weeks total to replace the hood, bumper and various smaller parts in the front end. Their paint job looks like a 2 year old with a spray gun did it. I can clearly see spots on the hood where paint was not applied evenly. Never again will I take my vehicles to them nor buy a new car from the [redacted] dealer connected with them. Photos can be seen here: http://www.rdforum.org/showthread.php?t=46236&highlight=

To Whom It May Concerns.
This letter is in response to a complaint filed with the Revdex.com. This response is in regards to a pre-owned [redacted] that was purchased at Moore Cadillac. I would like to try and address each of the claims in the best way I can. First, the complaint against the...

dealer regarding the long wait for handling the customer's plates and registration is a valid one. However, at the time of purchase, the dealer did aware the customer that this process can take anywhere from 30-90 days. Anytime a vehicle is purchased out of the state of Virginia, the process can be a lengthy one.  When a customer chooses to have the dealership process titling and registration out of the state of VA, the dealer must use an outside vendor called "Reg USA." The dealership only has the ability to register vehicles in the state of Virginia in-house. The original paperwork that was mailed to this company to handle the titling was apparently missing some required documentation. This was not made aware to us initially. We contacted the customer to aware him of the delay and we received the documents that were missing. The customer does have the plates and registration in his possession. During this wait, the customer was mailed temporary tags to avoid any legal issues while he drove the vehicle. We did apologize for the wait and inconvenience.
As for the claim that the dealership was "negligent in their duty to provide a vehicle that is safe for the road", couldn't be any further from the truth. This vehicle went through the same inspection process like each and every one of our pre-owned vehicles before they are offered for sale. Additionally, this vehicle was sent to an authorized [redacted] dealer to have repairs made that we could not fix. Specifically, the tire pressure monitors along with some warranty items. The customer requested service documentation to be provided which we indeed forwarded to the customer. Also, the vehicle passed our inspection along with the states mandated inspection. This vehicle was sold and delivered with a valid Virginia State Inspection Sticker. We make every effort to make sure our vehicles not just pass inspection but surpass them. Our goal is to offer the highest pre-owned models available in the market. The customer's claim that the tire pressure monitor was 'silenced" is false. Moore Cadillac paid for all the items that were recommended by [redacted] service. Furthermore, our finance office offered the customer two separate insurance options to avoid any mishaps like these at the time of delivery. The customer was offered an extended warranty, and Tire and Wheel Insurance that would have paid for this incident. The customer declined those options. Unfortunately, the manufacturer will not paid for tire claims because they are considered "wear and tear" items. We apologized for the inconvenience and explained to the customer that we cannot be held responsible for his unfortunate cost.
As for the dealership not communicating with the customer, that also couldn't be further from the truth. Multiple associates remained in contact with the customer, including our COO. Documentation was sent to the customer and numerous email correspondences are evident of it. Furthermore, to claim that the sales manager was "belittling" is ridiculous and there is no reason to comment on something like that. I would agree that the customer was inconvenienced, and has every right to be upset. However, we apologized and made every effort to try and satisfy the customer. We strive for perfection each and every time. Unfortunately, there are times when things just don't go the way we had hoped. Our hope going forward is that customer truly enjoy his vehicle and does not encounter any major problems in the short or long term. At this time, there is nothing more that we are able to offer.
Thank You.

[redacted] first came in on 6/2/2015 mileage 129013 for overheating. The radiator was leaking and causing it to overheat. He returned 01/11/2016 mileage 133830 for a check engine light on and stability light on. We replaced the coil pack and spark plugs.Mr. Leake came back on 01/15/2016 for...

overheating 4,832 miles and over 7 months since last overheating concern. we replaced the thermostat at no charge. No more concerns until 2 months later and 1,862 miles. last visit we recommended replacing the engine due to the history and mileage. The radiator did fix the concern for 7 months and was replaced for a leak. the plugs and coil pack were replaced for an unrelated concern. nothing more we can due unless [redacted] would like to replace the engine

To whom it may concern: Moore Cadillac is responding to case #[redacted] that was closed as “ No Response”.   [redacted] had contacted us after complaint was filed with Revdex.com and we agreed to repurchase the vehicle in June of 2016.  They agreed and we repurchased vehicle at the price...

they paid for the vehicle.  Please update the case file to reflect. Thank you. Questions or comments can be directed to, David S[redacted]General ManagerMoore Cadillac[redacted]

Dear [redacted]:
I am writing in response to your notice of the complaint, ID#[redacted], received on December 21st from [redacted]. [redacted] leased his 2013 [redacted] thru Moore Cadillac Chantilly 05/25/2013 with a 36 month contract. Dave S[redacted], General Manager for Moore Cadillac...

Chantilly, spoke with [redacted] on 12/12/2015 in great detail about his concerns. While Mr. S[redacted] acknowledged that there was work done on the vehicle prior to his lease, as the lessee [redacted] has not suffered any monetary loss. In addition, at the time when lease ends there will be no inconvenience or loss since he is not the owner of the vehicle.  Finally, Mr. S[redacted] offered to assist [redacted] with the purchase of a new vehicle at a considerable discount when he chooses to turn in his lease, but [redacted] declined stating he has already purchased a new vehicle recently.Sincerely,
Stephanie P[redacted]

Revdex.com:
I have reviewed the offer 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Hi Ms. [redacted],
 
Thank you for your response.  I received an email that went to "spam" that seems to have been open to response.  That email was about 10 days ago.  I've also received mail from you letting me know that the matter is considered closed as the business responded.  In reality the business responded by saying they consider the matter closed as they have are not going to do anything to resolve the matter OR accept any level of responsibility for not properly preparing a vehicle to leave their property.  
 
They also state that they have sent me the service records.  That is simply a lie.  They sent me what they did in house to fix a back seat and detail the car.  During the sale I was told that the car was taken to Richmond BMW and many things were done to the vehicle including warranty work and repairs for a check engine light that was on.  They will not provide me with those records.
 
The behavior of Moore Cadillac is deplorable.  I can't see why you all will not hold them accountable.   Also, I see that they are not an accredited business.  How then can they have an "A+" rating?
 
Thank you,
 
A second letter I received from you indicates that the business made an offer to settle the issue.  That too is inaccurate. The business made an after the fact attempt to sell me more profit making services.  The dealership offered to sell me an extended warranty and a tire warranty that will do nothing to compensate me for their negligence.  
 
Moore Cadillac has simply been untruthful in what they have presented to you.  They did not properly check the vehicle for delivery.  They did not fulfill their obligation to properly transfer my registration and tag.  They did not represent the vehicle or what they did to prepare it for delivery honestly. I am still waiting on them to send

[redacted]
On behalf of myself and the Dealership, please accept my sincere apologies for the poor treatment you received from our Dealership. I have spoken with our Subaru Management team, and our entire staff regarding this exchange. There are certain days when we...

are very busy and or understaffed that lead to some unhappy customers, that are left having to wait for a longer than anticipated time. When you arrived at our location this past Saturday, we were extremely busy, and there were a few customers waiting 30 minutes or longer, waiting for a salesperson to free up. I am sorry that you or anyone had to wait and or were treated with any disrespect. I think it goes without saying that we are in the people business, and we try to create an exceptional experience for every customer. I would be happy to assist you with a purchase of a Subaru if you are still in the market, and would allow me the opportunity. My sincere apologies again. 
Sincerely,
Billy T[redacted]

Thank you for the response. We have explained our position, and do not agree with the customer's response. We will be happy to honor the original cost of the extended service contract and Tire Insurance the customer was originally offered at the time of sale, if the customer would like to purchase those items. We are disappointed that an amicable resolution could not be met. We have responded to each concern the customer has made to the dealer, and to the Revdex.com. This will be the last response in regards to this complaint. We consider this matter closed, and do apologize for the customers inconvenience.