ComplaintsforMoore Cadillac Co.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A vehicle was bought from Moore Cadillac in April, and soon thereafter returned as it had mechanical problems and either could not or would not be repaired by said dealer. A $7500 down payment was made by me at the time of sale to lower payment for my daughter *******************************. When all the paperwork for the resale to the dealer was finalized they cut a check for $7000 not the original $7500 paid. The paperwork had the numbers juggled around to appear the $500 deduction was justified. I believe that the car was resold back to the dealer in time to receive the refund in its entirety, even though the dealer took longer to do their part than they should have. A new sales manager had taken over the helm by the time of the finalized payment causing more confusion than there would have been had we been able to deal with the original sales manager who was in the process of retiring, however, there should be someone in the company that can rectify this problem regardless of who initiated it in the beginning. Thanks

  Business response

  06/27/2024

  Regarding case number ********. This customer never took delivery of this vehicle. When it was determined that it had mechanical issues, we unwind the deal as if it didnt happen. We paid off the vehicle and refunded the customer $7000. However, when we paid the vehicle off the bank sent the customer a refund for the gap insurance of $1,500 that should have been returned to us. Therefore, the customer was refunded $8,500 based on this we determined we do not owe this customer any difference. If he would like to return the $1500 to us, we would be happy to refund him the $500.
  
   
  
  Please let me know if you have any questions.
  
   
  
  Thanks,
  
   
  
  *****************
  
  General Manager
  
  ************
  
  *********************************
  
  Moore Subaru of Richmond
  
  *******************
  
  Richmond, VA  *****

  Customer response

  06/28/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased vehicle from this business. Never took it home because they did an inspection and found all these issues. Never registered it in my name or listed it as sold to me. They could not tell how my vehicle would get fixed, who was fixing, or what was wrong it. They stopped answering my calls and I had to go to the business to withdraw from the contract. They keep saying they sent the check to payoff my loan but my bank has no record and I am getting collection notices now. Ive called several times today and left messages

  Business response

  02/15/2024

  We've taken care of all of this. We paid the car off and sold the car at auction.

  Customer response

  02/15/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ************************************************************.
  
  Regards,
  
  *******************
  
  
  
  

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was gone for Army training right after this work was done last year. Wanted to reach out for some assistance. You assisted me with my 2015 Cadillac Escalade last year. Attempts were made to try and replace the engine, but because of the back orders, we ended up replacing the cam shaft. I was looking at my records and back in February 2022, I brought the vehicle in for service and also had a misfire at that time and lifters and rods were also replaced. Looks like the left bank lifters were replaced. When I brought it in August 2022 and finally when the decision was made in October to replace the cam shaft, all lifters and rods were replaced. Shouldnt the work done in February be covered under the warranty for those parts since it was already done? Looking to see if I can get reimbursement for some of this as it seems I shouldnt have had to pay a full amount since there was a warranty for some of it. In February 2022, I spent $4479.09 and in November 2022, I spent $5139.92. I have not received a response from anyone. I spent $4,479.09 on 02/22/2022 & $5,139.92 on 11/04/2022. My vehicle had been there since August 22,2022 after it shut down on the side of the road due to the same issue. This was a total of $9619.01. When I reviewed both invoices, I calculated the Labor and Parts as follows: 02/22/2022:Labor: $2,219.79 Parts: $2,129.54 Total: $4,479.09 11/04/2022:Labor: $2,118.60 Parts: $3,021.32 Total: $5,139.92 Just based off this, I am looking for at least half of the total cost of the parts back as I feel that it was covered from the previous service. Total Parts: $5,150.86 %50: $2,575.43 Reimbursement I am looking for.

  Customer response

  01/18/2024

  Hi,

   

  Wanted to say this was resolved between Cadillac and I.  There is no need to post this as a complaint. 

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  February 27, 2023 To Whom It May ********** father, *******************************, died and left me his 2017 Subaru Outback. Having inherited this vehicle, *** been unable to use it since September 2022 because the car will not reliably start. Ive had to jump start the car multiple times daily because the battery drains so quickly. Two weeks ago, I called the Moore Subaru dealership on ***************** in Henrico, ******** to make an appointment, and took one of the soonest available appointments on Monday February 27, 2023. I made sure the scheduler knew about the car being part of the extended warranty class action, and was not at any point advised that in addition to receiving a letter from Subaru and making an appointment at the dealership, that I needed to get prior authorization for this car to get the battery replaced. I drove over an hour to the closest Subaru dealership only to be told that I now was required to call Subaru myself and wait on hold for 15 minutes to get that prior authorization while standing at the customer service desk. That call did not suffice, and although I had been told there would be a loaner car for me, I was ushered into the waiting room to wait on hold another 20 minutes with the customer service line to be told I had to submit my information to a website to get the prior authorization to get the battery replaced. After hours of further waiting, and still no loaner car, the technician informed me the battery had tested within acceptable range, but that the car wouldnt start because the computer needed to be updated and I now owed $150 for a service I have no way of confirming was actually performed. I was then told to contact Subaru corporate again. Ive done so and was requested to file a title with Subaru. Ive filed with the State title bureau, but this needs done in addition to the other paperwork before a complaint can even be received. This is a waste of my time. Ive submitted the requested paperwork.

  Customer response

  04/10/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Moore Cadillac Co. regarding complaint ID ********.
  
  Regards,
  
  ****** ********
  

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ive tried to be patient and keep good faith in you guys that I will be treated respectfully as a customer. But unfortunately I am unable to do that anymore. I had to get my 2013 ***** Silverado that I purchased in March 2022 towed back into the shop for the second time just this month alone. The first time was because of a heavy oil leak and the first suggestion was for me to drive it in to be checked out. Why would I do that when there is an obvious major oil leak? Once it was towed in that time it was told there was a bad oil filter gasket. Now I had to get it towed again almost a week later because the Stop Engine Light came on while in route to work and after checking the dipstick there was no oil on it. My first observation is when they corrected the oil filter is make sure the correct amount of oil is back in the truck before allowing me to pick it back up. I believe in treating people the way I would like to be treated. And up to this point Ive done that. I know you guys say the motor was replaced but that was only because my warranty company would not cover due to prior issues after looking into the history of my truck since it was in the possession of your shop. And not to mention after being told by the service crew that my motor was bad before I hit ***** miles on it but then end result of that was just replacing the spark plugs to get the Check Engine light to go off. The very first issue I had was being able to pick up the truck after purchase only to find out after the fact that the Oil Sending Unit was bad and that was after only having the truck in my possession for no more than 2 or 3 days. On more than one occasion there could of been major damage to the vehicle from neglect in the hands of this store. I was sold a complete Lemon.

  Customer response

  03/06/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by Moore Cadillac Co. regarding complaint ID ********.
  
  Regards,
  
  *********************
  

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 4 new tires for my 2015 Subaru and then two weeks later (and 500 miles) I was driving home and in ********** when I heard a faint clicking sound that became a grinding sound. I got off the highway in ********** where the garage mechanic said I had two loose lugnuts on a tire, that caused the noise, that also caused the wheel bearings to need repair and that the two ******* were damaged and needed replacement.The cost was $465. I believe that the Subaru dealer's negligence in putting on those tires caused the damage.I went to the dealer and asked that he reimburse me. The service guy who dealt with me told me his manager was not in last Friday and would call me today - but that they didn't owe me for the wheel bearing replacement. I have not heard anything from the Subaru service manager.

  Customer response

  08/02/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.] The repair shop that identified the loose lug nuts also documented that it was due to the insufficient tightening of the lugnuts when I had new tires put on.  The dealership service was at fault and the fact that they will not even look at my documentation tells me that they are stonewalling me.  Prior to this problem I also had the oil changed at Moore during the 120,000-mile maintenance - and at **** miles the car indicated that it was low on oil.  After $300 of testing (at Moore) that determined that nothing was wrong with the car - I suggested that their technician neglected to fill up the oil at the 120,000-oil change.  This tells me that they have poor technicians and even worse oversight.  However, the fact that the service manager refused to meet with me or call me to hear my complaints tells me the most about the dealership's commitment to quality service.
  
  Regards,
  
  ***************************
  
  
  
  
  

  Business response

  08/03/2022

  I have no issues with meeting with the consumer to look over all documents she has and review her service history.

   

  *****************************

  General Manager 

  Moore Subaru

  Customer response

  08/03/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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,
  
  ***************************
  
  
  
  
  

  Customer response

  08/12/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  03/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a new Subaru in October 2012 from Subaru of Richmond on **** ** ***** **** ********* *** which is part of the “M**** Family of Dealerships”. My sales rep stated that the dealership was promising oil and filter and inspection stickers for lifetime of ownership among other incentives to buy per attached document. From 2012 through to 2021 I utilized the free oil and filter changes and the inspection stickers incentives.  But on 2/22/22 when I went to schedule an oil change I was told that the new owner of the dealership no longer honors the purchase incentives. When Service Manager Chris T*****, was contacted he repeated that Joseph M**** is the new owner and he has neither a legal or moral obligation to continue to honor the previously promised incentives. Mr. T***** confirmed that Joseph M**** is a relative of the original owner of Subaru of Richmond, Jacques Joseph M**** but Joseph did not buy the Subaru franchise from Jacques Joseph M****, rather he only bought the building and property and he negotiated a separate franchise with Subaru manufacturer which was effective as of October 2021. Joseph M**** maintains he does not have to honor any prior commitments or liabilities from Jacques Joseph M****, Sr.’s ownership of Subaru of Richmond. A quick research shows that per a 2011 Washington Post article, Jacques Joseph M****, Sr., principal of the “M**** Family of Dealerships” passed away on December 31, 2010. Per Mr. T*****, Joseph M**** (M**** #2) negotiated a “different” franchise with Subaru Manufacturer. However, it is important to note that this franchise was finalized in September 2021, approximately 11 years after Mr. M**** (M**** #1) passed away. The explanation provided as a reason for ****** ** ******** (also known as M**** Subaru of Richmond) not to honor contractual obligations and written incentives to customers made by the dealership that is still in the M**** Family of Dealerships is very disconcerting and frankly in our opinion suspect.

  Business response

  03/21/2022

  To Whom It May Concerns,
  We have received the written compliant above. Yes, due to the prior owner selling his business, any prior agreements that may have been in place are no longer valid. The new entity will not be carrying or honoring this and or other similar agreements from the prior entity moving forward. The new entity is not under obligation to carry forward those type of liabilities. Any questions can be directed to the new owner, Joe M****. 

  
  Our apologies for any inconveniences.

  
  Thank you. 

  
  

  Customer response

  04/14/2022

  
  

  Please see my response as Complainant to M**** Subaru of Richmond's response (ID # ******** - M**** Cadillac Co.):

  
  

  
  

  Although the dealer claims to be a new owner, the dealership remains in the M**** Family of Dealerships.  In fact, a quick research shows that per a 2011 Washington Post article, Jacques Joseph M****, Sr., principal of the “M**** Family of Dealerships” passed away on December 31, 2010.  He had one son, Jacques Joseph M****, Jr. Apparently, per Mr. T*****, Joseph M**** (M**** #2) negotiated a “different” franchise with Subaru Manufacturer.  However, it is important to note that the franchise Mr. T***** referenced was finalized in September 2021(per his statement), approximately 11 years after Mr. M**** (M**** #1) passed away. The explanation provided as a reason for Subaru of Richmond (also known as M**** Subaru of Richmond) not to honor obligations and written incentives to customers made by the dealership that is still in the M**** Family of Dealerships is very disconcerting.  At a minimum, I would have expected a dealership that valued its customers would honor the commitments made by a dealership of the same name. Moreover, with practices like this I am surprised that the BBB would maintain an "A" rating of this business.

  
  

  Last, if the State of VA allows dealerships to not honor prior obligations by just cancelling an existing franchise and then turn around and apply for a new franchise then we are in need of some serious legislative changes in this state in order to ensure consumers are protected. I cannot speak for other consumers who have been adversely impacted by Joseph M****'s decision not to honor prior obligations but I certainly plan on bringing this issue up to my legislators.

  
  

  Sincerely,

  
  

  ****** ******

  Business response

  04/18/2022

  Any questions or concerns can be made to Dave Saenz or Joe M**** directly for further clarification on this matter and his business.

   

  Thank you.

• Initial Complaint

  02/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 2019 ****** Outback in Nov 2019. I also purchased 7 years of extended service warranty for $ *** plus tax. Since then I have received letters from ****** national saying the warranty would cost additional amounts. I think I also received some emails saying the warranty is expiring. Several days ago I received a "Final Notice" saying the "factory warranty has expired" and that I must respond by 3/03/2022 to "get my service contract up-to-date." This is all phony. I have uploaded the original contract for service to continue until 01/26/2025 and the "Final Notice" letter from ******.

  Business response

  02/28/2022

  Mr. *****,

   

  Thank you for your concern. The letter you attached which addresses your concern was not mailed out by our dealership, nor ****** of America. The phone number that is on that mail piece indicates the company soliciting is ***** ****** ***." We have zero affiliation with this this company. Your warranty purchased through the dealership is indeed valid through 11/26/2025. Please forward your concerns with ***** ****** ***" to have your vehicle removed from their records and or discard if your choose. Any further questions can be directed to the company that mailed you the solicitation.

   

  Thank you.

   

  Sincerely,

   

  ***** ***********

  General Sales Manager

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩