Moore Cadillac

We all are well aware of the issues that this customer has encountered. We 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 transaction. The customer claims that a price was agreed to over...

the phone. When the customer arrived, the discrepancy was over $900. There were two mistakes created due to this discrepancy. The first, was that nothing was agreed to in writing to verify what was allegedly agreed to over the phone. Our normal business practice when trying to conduct a transaction over the phone is to verify all figures via email and or fax. However, this was not done and ultimately you have a he said/she said argument. This 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 well. As mentioned to the customer, there was no bait and switch or tactic used to get the customer to agree to any deal. The customer was not tied down and told he had to purchase anything. We 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 to. We did not hold the customer's deposit and offered a full refund for his troubles. This was just a break down in communication between the sales person and the customer. Any transaction being done over the phone should have had something in writing via email or fax.
As for the customers issue with his lug bolt. I'm not sure who he is referring to when saying he was "passed off" or "shrugged off" regarding his complaint. We 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 inspection. We referenced the repair order, and he was told that there weren't any notations regarding any issues with faulty lug bolts. Our inspection, like all of our pre-owned models is the same. The customer mentioned that we would have noticed the issue if we had checked the brakes by removal of the tire. That is not entirely accurate. Road testing a vehicle for brake pulsation and noise will tell us the majority of the time if brakes or rotors will need attention. Also, if the wheel is large enough, which that vehicle was, we can also measure the brake thickness without having to remove the tire. Furthermore, I instructed that he speak to our service manager to see if he could offer any insight as well. Our service manager also spoke with him and reiterated the same thing, and also mentioned that those bolts could wear or break over time. It could have happened before we inspected, after, or at any point when he was driving the vehicle. Unfortunately, this repair is not covered under any warranty as its considered a "wear and tear" item. We apologized for the confusion and the inconvience. We consider this matter closed. Thank you.

Dear [redacted]:I am writing in response to your notice of the complaint, ID#[redacted], received on December 21st from [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]

Review: I bought a used [redacted] from the dealership. During that time I paid a hefty fee for the dealership to handle the transfer of my tag and registration from my previous vehicle to my new one. Two months later they finally managed to get me the tag. They chose to not listen to me and what I wanted and insisted only to do it their way. Additionally, the dealership failed to properly screen the vehicle at the time of delivery. One of the tire pressure monitors was defective and one of the tires had no air in which led to that tire blowing out just three hours after I took delivery.

I made repeated attempts to call and speak with people at the dealership regarding the tag issue. Initially my calls were returned but then the clerk responsible stopped speaking with me. The [redacted] to his credit did call me once but when I called back I again got voicemail and I stopped with the calls. He and I communicated through email. The dealership placed blame on each and everyone involved in the transaction except them. When I bought the vehicle I asked that they give me the paperwork and I'd do it at the [redacted] in my home state. They refused. I only ever requested a tag transfer, they took it upon themselves to get a new tag and all sorts of other matters.

The tire matter I contacted the dealership and its sales manager regarding what had happened. He refused to return my calls and would only communicate in email. He was very belittling and was a generally not concerned that his company failed to do a basic check a the time of delivery. The vehicle is equipped with run flat tires on the front (should be all 4 but they mismatched them which is also a hazard) so it was not evident the tire was flat. If their service and delivery team had simply checked air pressure they would have known that this issue was present and the whole matter could have been avoided. I remain surprised that the dealership passed the car on a state inspection without checking air pressure in the tires. I had my car checked a [redacted] dealership and they could see where the code for the defective tire pressure monitor was "silenced". I don't know how they can derive this information but it tells me that Moore Cadillac was not interested in resolving a small problem and didn't care that the car they sold could have resulted in a tire blowing out that could have caused a tragedy. Fortunately it did not, but they were negligent in their failure to simply check the air pressure and/or warn me of the danger.Desired Settlement: As the dealership failed to provide the tag transfer in a proper and timely manner in must insist that they refund their paperwork and document fee. They failed to provide the service properly. $599.

I insist that I be reimbursed for the tire and sensor that had to be replaced within 24 hours of leaving the dealership. I asked them during the negotiations to replace the front tires to match the back. They continually refused. They were negligent in their duty to provide vehicle safe for the road when it left their lot. The amount I paid was in excess of $600. I will settle with them on the tire matter for $500.

Business

Response:

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.

Consumer

Response:

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.

The writer of this response has provided false 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 2014 and the car was delivered July 26, 2014. 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. NEVER. Had it been offered I would have accepted it. The dealership did not actively inspect the vehicle prior to delivery at the time of my picking it up. The local [redacted] dealership in Richmond told me what they did to the vehicle. The false 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 denied. I requested that it be sent to me along with a refund of the taxes and registration fees due so I could handle it myself. That 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 false representation of what Moore Cadillac has claimed should show further that they are not working under their agreement with the Revdex.com.

Regards,

Business

Response:

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.

Consumer

Response:

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,

Hi Ms. [redacted],

Review: I found a used vehicle ([redacted]) listed on a website, and over the phone I agreed upon a set price, that of 29000 for the vehicle. It was understood between the sales man and me that the vehicle price was $29000. When I got to the dealership they said it was $29,900. $900 more than we agreed. I had to spend 30 minutes arguing with he sales man and his manager that we agreed on a set price over the phone.

Secondly, after taking the vehicle home, I dropped it off at the local dealership for 2 recalls to be serviced, and upon their inspection they found a damages wheel stud. Whoever put the wheel lug nut on last stripped or damaged it in the process. Upon contacting the manager at Moore Cadillac I was shrugged off by him saying its a used car sold as is, and he cant prove that his employees damaged the vehicle. Which goes back to one of Moore's selling points, is that they did a multi-point inspection on the vehicle, which surely means they pulled the wheels off to inspect the brakes. I spoke with a different manager and he said that they took the car to [redacted] for them to look that car over and change the oil, but [redacted] has no records of that, and the oil filter on the car was not a [redacted] brand, nor where the TSB's serviced, which is why I had to take the vehicle to my local dealer in the first place. So immediately after buying the car I have to replace a wheel stud, which was quoted to me by [redacted] for $275.Desired Settlement: I wish for Moore Cadillac to pay for the $275 wheel stud replacement.

Business

Response:

We all are well aware of the issues that this customer has encountered. We 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 transaction. The customer claims that a price was agreed to over the phone. When the customer arrived, the discrepancy was over $900. There were two mistakes created due to this discrepancy. The first, was that nothing was agreed to in writing to verify what was allegedly agreed to over the phone. Our normal business practice when trying to conduct a transaction over the phone is to verify all figures via email and or fax. However, this was not done and ultimately you have a he said/she said argument. This 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 well. As mentioned to the customer, there was no bait and switch or tactic used to get the customer to agree to any deal. The customer was not tied down and told he had to purchase anything. We 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 to. We did not hold the customer's deposit and offered a full refund for his troubles. This was just a break down in communication between the sales person and the customer. Any transaction being done over the phone should have had something in writing via email or fax.

As for the customers issue with his lug bolt. I'm not sure who he is referring to when saying he was "passed off" or "shrugged off" regarding his complaint. We 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 inspection. We referenced the repair order, and he was told that there weren't any notations regarding any issues with faulty lug bolts. Our inspection, like all of our pre-owned models is the same. The customer mentioned that we would have noticed the issue if we had checked the brakes by removal of the tire. That is not entirely accurate. Road testing a vehicle for brake pulsation and noise will tell us the majority of the time if brakes or rotors will need attention. Also, if the wheel is large enough, which that vehicle was, we can also measure the brake thickness without having to remove the tire. Furthermore, I instructed that he speak to our service manager to see if he could offer any insight as well. Our service manager also spoke with him and reiterated the same thing, and also mentioned that those bolts could wear or break over time. It could have happened before we inspected, after, or at any point when he was driving the vehicle. Unfortunately, this repair is not covered under any warranty as its considered a "wear and tear" item. We apologized for the confusion and the inconvience. We consider this matter closed. Thank you.

Consumer

Response:

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,

Review: I am currently the owner of a [redacted]. I intially took my car to Moore Cadillac regarding the vehicle over heating. They stated I needed to purchase a radiator which I purchased from them. About two months later the car began to over heat again that's when they stated I needed to have a coil pack and wires purcased to resolve the over heating which I also agreed to purchase and have repaired by them. After this issue was coimpleted, I was told to come pick up the vehicle, that the repairs were complete. Once I picked up the vehicle and began to drive, I was able to go about two blocks when the car began to overheat again as this is the issue I paid to have resolved. I then took it straight back to the dealer and was told that a defaulted thermastat had been implimented and they would replace it with a new thermastat free of charge. Once they changed the thermastat, I took the car home, it drove well for about two weeks and begain to over heat once again. I then took the car back and was told by Don Myers that I would need to purchase a engine at the cost of $8,000 dollars. I then exsplained to Mr. [redacted] that my engine had absolutely no issues prior to having all of the numerous repairs made by them and that I felt because of it is what caused the engine needing to be repalced.Desired Settlement: Pay to have the engine repaired or have the engine repalced.

Business

Response:

[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

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=

Review: On 5.13.13 I was involved in a minor car accident and processed a claim through [redacted] Company. I dropped my car off on 5.16.13 for left rear bumper and left brake light damage repairs. In addition, I requested additional work to be completed on my vehicle, which included a replacement of my right fog light and to replace the lights above the license plate in the rear of the vehicle. On 5.30.13, I picked my vehicle up from the repair shop and paid the invoice. On 5.31.13, I checked my fog lights to make sure they both were working only to find that, not only was the light not replaced, but the protective flap over the front driver side tire was unfastened, ripped and damaged due to it rubbing against my tire while I was driving. I called my [redacted] claim adjuster, [redacted], and advised him of the situation on 5.31.13. [redacted] reached out to [redacted], team leader, of who was handling the supervision of the repairs. I spoke with [redacted] and explained the situation to him, he told me to bring my car in early next week (6.3.13 - 6.5.13), I advised him that I would be at the service center at 7:30 am on 6.3.13. On 6.3.13 at approximately 7:00 a.m. I brought my car in to have the damage repaired. At approximately 8:06 a.m., [redacted] brought my car around, advised me that he would have to order lights (of which I gave him permission to do) and I checked the protective flap by the front tire to find, that the damaged flap was pushed in and unsecured. I left for work and called [redacted] once I arrived at my office, and left him a message advising that I was very upset, and dissappointed with regard to the damage done to my vehicle, not being properly repaired. The protective flap by the front tire is damaged as a direct result of Moore Cadillac Service Center not properly re-securing it to the car itself. My front driver side tire burned multiple holes into the flap, because it was not properly re-secured, after the service center removed it in an attempt to replace a fog light, that is still not working.Desired Settlement: I would like my protective flap by my front driver's side tire, properly repaired or replaced.

Consumer

Response:

[redacted] is my insurance company. I was provided with an estimate of how much it would cost to repair the damage and since the cost was less than my deductible I paid the cost to repair my vehicle out of my own pocket. [redacted] has a partnership with Moore Cadillac and [redacted] Rental. The repair to replace my left fog light was a separate request. In Moore Cadillac's attempt to replace the left fog light they neglected to properly re-secure the cover in front of my left front tire that protects my engine from being damaged.

Business

Response:

We called this client and had her bring her vehicle in on 6/3/2013 and all of her concerns were handled. This case can be closed with a happy customer. Case # [redacted].

Moore Cadillac

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

When I brought my car in on the morning of 6.3.13, the issue was not resolved; which is why I feel the complaint was not completed. I have called back several times and spoke with both [redacted] and [redacted], as a result I'm due to return my car to Moore Cadillac tomorrow (6.20.13) morning to have the repairs done to my car. I was advised by [redacted] that he would order a new cover for the front driver side tire, which I assume should be installed tomorrow. However, as of today, my vehicle still damaged. Therefore, I don't accept their response to my complaint as being resolved, until the repair is actually completed.

Regards,

Business

Response:

[redacted]. [redacted] brought her vehicle

in for [redacted] repairs on 5/16. We discussed with the owner unrelated damage

she had to her rear gate license lamp bulbs and fog lamp bulb. We advised

her that due to the rust on the panel holding her rear license lamp that we could

not aid in repairing, We replaced her front fog lamp bulb at no charge for

customer service. [redacted]. [redacted] picked her vehicle up on 5/30 for

insurance repairs made thru [redacted] company . The owner returned on 6/3

and addressed new damage to her front fender liner and again the

rear gate license lamps that were not repaired originally. [redacted]

inspected the vehicle and deemed this damage unrelated to her insurance claim.

We provided the owner an estimate for these repairs and advised of the difficulty

level of the repair to the rear gate license lamps again due to the Rust on

this panel but advised that we will attempt to repair this panel for her. We

scheduled [redacted]. [redacted] to drop off her vehicle on 6/20 to begin repairs.

Review: Pass to General Manager, a copy of this message has also been sent to the northern Virginia Revdex.com.

I called your service dept. to make an appt. for a recall on my 2004 Cadillac CTS. I asked David K[redacted] (my service rep.) if I could get a discount since I needed a clogged a/c unit drain to be unclogged. He said it was possible and I arrived on 10/22/2014 at approx. 9 AM, turned my car over to David and went to the waiting room to await an estimate. I told him I did not want the recall work to be done until an estimate was made on the drain cleaning. At about 11:30 I tracked down David and asked what was going on, he said he should have had an estimate by now and said he would go check with the technician. 5 - 10 minutes later he returned and told me 1 1/2 hours estimate and cost would be $207.00. I asked for a break since the recall work would provide them some labor time paid by Cadillac. He said the recall was only something to be done to the keys. I decided to approve the work. 20 minutes later David returned and said the vehicle was ready. I was confused and asked why I was being charged 1 1/2 hours labor for a 20 minute job. He said they had to use two technicians because they had to remove the console. I didn't believe that at all. It felt very much like was taken advantage of. I became very irate and mad but rather than fight over this at my age I decided to just pay it and leave. The following morning my engine indicator light was on, first time ever that I had this warning. I called David and he said a diagnostic would cost $70.00 but if it the engine light was due to their work the cost was be dismissed. I am now running my car with the engine light on, I know this is not a good idea but I am retired and only use it to go to the store. I want the Revdex.com to see if other complaints of overcharging by Moore Cadillac have been reported. Thank you in advance for your assistance, [redacted]Desired Settlement: I want to pay for 1/2 hour labor and I want the check engine light diagnostic to be performed gratis.

Business

Response:

This repair - invoice # [redacted] was for a recall which is warranty and a repair to the air conditioning drain. The recall was no charge and the a/c repair was $217.98 The check engine light that came was due to the fact that the car needed an oil change - invoice # 203672. We did refund this customer $100.00 - invoice # [redacted]. We did not have to , but we did for customer satisfaction. The customer is very satisfied. Case Closed.

Michael K[redacted]

Moore Cadillac

Consumer

Response:

Revdex.com, Thank you for your support and assistance.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Moore Caddilac advertised a 2006 Cadilllac [redacted] for $9850, when I showed up to buy they said the price is wrong and should be $11450, I checked on my phone while I was there and it was still $9850, they refused to honor it.

Salesman did not say anything about the price when I called him the same morning to confirm that the car was still thereDesired Settlement: sell me the car for the advertised price of $9850 and compensation for my time