ComplaintsforPete Moore Imports

• Initial Complaint

  08/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The dealership sent my paperwork out a month late and are now refusing to release my paperwork to Troup County Tag Office in Lagrange Ga after proving we paid the correct amount with documents from our tag office. This has now caused me over $100 in late fees due to their error and now I am liable to get a ticket because its still not fixed and I am unable to get a tag because they are holding the documents hostage. This should have been resolved ASAP especially due to the poor management of our documents in the first place.

  Business response

  09/10/2024

  We use a third party vendor to do out of state tag and title work.  There was a discrepancy in the amount of tax the third party vendor was requesting and what was initially received from the customer.  The customer did not incur a late fee. The customer received their tag Monday September 9th.

  Customer response

  09/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22200335, and find that this resolution is satisfactory to me.
  I had a dispute with VW Pete Moore Imports in Pensacola, FL, over delayed paperwork for a vehicle purchased on July 6, 2024. The dealership sent the paperwork a month late, causing issues with the Troup County Tag Office in Georgia, leading to over $100 in late fees. The dealership initially refused to release the necessary paperwork despite proof of payment from my local tag office. This delay left the me without a valid tag, risking tickets and towing, as our second temporary tag was set to expire on September 8th. The dealership eventually promised to resolve the issue, cover late fees, and expedite the tax check, but indicated a 30-45 day resolution, leaving me concerned about operating an unregistered vehicle.
  
  
  However, on September 6th, I was notified by their tag office that the taxes and fees were resolved, and I could pick up my tag.
  Sincerely,
  
  Andisheh (andie) ******

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 4, 2023 I explained to the tech or who it may concern that my vehicle was stalling. After approximately 10-15 miles On the dash it will state Transmission over heating as I'm 20 mpr I accelerate to the floor it continue to drop to 10 mpr. I told The tech or whom it my concern that they had completed a diagnosis in the pass for the same reason, he stated he will not charge me. while my vehicle was still in his procession and speaking with him on the phone he stated he will look at it a second time. I feel the tech or whom it may concern did not check my vehicle thoroughly, he did not test drive it to see what the problem is however charged me. The problem occured while I was driving it not while It's sitting.

  Business response

  05/22/2023

  Thank you for bringing this concern to our attention. We have reviewed this issue and see that Mrs. Travis was not charged a diagnostic fee but for the repair attempt on the wiring harness that had previously repaired elsewhere. We secured the harness the best we could, but the harness is damaged and will require replacement if concern persists. An estimate for that repair was provided. The vehicle did not require a test drive as wiggling the engine harness exposed the concern. 

  We certainly understand that spending that kind of money on a 10 year old vehicle with 187,000 miles on it may not be optimal, but the on going expense of temporary repairs could exceed that and cause other issues to manifest.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1 Apr 2022 I purchased a 2016 BMW 750i for 42,589.43. The check engine light came on 1-2 days after purchasing the vehicle. I had the diagnostic read, and it showed a code in which I do not remember. W/in that same week, tire pressure light came on. Inspection found the right back rim had obviously been cracked and had an attempted fixed in the past, this was causing the air loss. It took 2 weeks to replace the rim. The car had 2-3 different types of tires to begin with. In Jun , 1 month later, the AC stopped working. I took it to multiple shops to have the AC checked (no leak can be found) i had no AC for the WHOLE summer which was miserable. I took the car for an oil change and they couldn’t complete the job because the last mechanic (Pete Moore) stripped the oil plug and they couldn’t take it off in fear of messing the car up. I took the car back to Pete Moore and reported the problem and they had to order a new part and completed the oil change, an un-needed tire rotation and an un-warranted AC re-charge because I just had it checked /re-charged 2 wk prior in which I informed them and a useless diagnostic because they said the code was a lose oil pan of some sort. The check engine light came back on a few days after. I recently had the diag. read and it now has 2 different codes. In March I was diagnosed with cancer, and i could not even use this car to go to my appts due to the lack of reliability and lack of AC. I have also had to replace all 4 TPMS sensors in which i had 2 BMW OEM and 2 aftermarket PM ordered just to save money and charge me. I am positive that this car should have been inspected better before putting it on the lot. I was assured that this car could be sold back to Pete Moore for what I paid for it because it “worth way more”. When I bought this car I thought I was paying for a safe, reliable and inspected car but obviously I did not. I have proof of all mentioned items. Other issues I cannot fit on this. Frustrated.

  Business response

  05/03/2023

  We have reviewed the concerns that Ms. **** is having with her pre-owned vehicle. Periodic maintenance and repairs can be expected on 7-year-old vehicles. We had not inspected the vehicle for an Air Conditioning concern until she owned the vehicle for a period of almost one year. If it had been a concern at the point of purchase, like the wheel concern, it would have been noted on the attached "We Owe". This is a document used to protect the customer and the dealership from misleading or interpreted statements, since all pre-owned vehicles are sold "as is" with no implied warranty. The supporting document, signed by the customer is attached. We will be happy to assist in repairing the air conditioner at a reduced rate for our customer, but cannot cover the cost of this repair.  

  Mike **** 

  General Manager

  Pete Moore Imports
  

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since March 15th of this year, I have been taking my vehicle to Pete Moore Imports for the last 5 months for repairs. My car was overheating, and over the past 5 months, they have replaced piece by piece, everything having to do with my overheating problem claiming that was the problem and it should be fixed. After all this time and thousands of dollars later, they replaced all the parts that they have previously replaced yesterday (17th of August) with new parts, again charging me for the repairs. The problem still exists, even after I showed them the specific problem (radiator fan not working) multiple times. After the repairs yesterday, they assured me that all the parts were new and the problem does not exist anymore, but you can easily tell the radiator fan is still not working, causing my car to overheat. I do have all of the receipts for all of the repairs in my vehicle as well as a video on my phone which I recorded not even an hour after I got my car back from the shop. This has caused me significant problems, as I cannot drive up to Atlanta to visit my gravely sick mother and cannot drive to mandatory medical evaluations (ex. to Eglin AF Base) I am required to attend due to my retirement of 20 years in the U.S Navy. I feel that they should refund my money for parts and labor and would even go so far as money compensation or a direct replacement of my vehicle due to the ridiculous personal stress and hardship this dealership has placed upon me over the last 5 months due to their complete lack of competence.

  Business response

  08/25/2022

  Contact Name and Title: **** **** General Manager
  Contact Phone: **********
  Contact Email: *****@PETEMOORE.COM
  Mr. ******** concerns with his concern of overheating again have not been verified. We have addressed his concern on prior repair attempts. The original repairs were completed with his authorization to use less expensive non-OEM parts in a cost saving effort. The non-OEM part failed causing the same concern and was replaced a no charge. That replacement part also failed causing the same concern. After the 2nd non-OEM part failure, we offered and he accepted the offer of installing OEM parts, paying the parts price difference and we again installed them at no charge to him. After paying the bill, he walked out to the vehicle, shouted out "its still overheating" and sped away from the dealership. In our opinion, the vehicle did not run enough to exhibit an overheating condition. Roughly 15-30 seconds.
  
  We are happy to work with Mr. ******** on repairing his vehicle, but he needs to make the vehicle available to verify the concern. We will not be issuing any refund as we have already made several concessions in the repair attempts on his vehicle.

  Customer response

  08/25/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This information is inaccurate. The last two times I went in, I showed them the faulty connection to the radiator, and how if the connection was moved, the radiator fan would actuate. They serviced my vehicle for free the first time, stating the problem was fixed when it was not, the second time, they stated that they were going to replace all of the parts with OEM parts, which I told them no, just fix the part that is broken, AS STATED VERY BLATANTLY ON THE RECEIPT DATED 8/11/22, which I have already uploaded. When my vehicle was last serviced on the 17th, they did not speak to me about what was going to happen, only that I had to bring it in, and they would fix it. Once the "repairs" were completed, the clerk explained what was done (replacing all parts with OEM parts) and that I had to pay the difference, when I explicitly said to only replace the faulty new part which I had already paid for. Frustrated by the service, I unwillingly paid for it and left.
  
  I left to grab lunch, went back to work and was eating in my car when I looked up and noticed that my car was starting to overheat. I drove back to Pete Moore, asked to speak to the manager, showed him that the radiator fan was not working and my car is still overheating and left, NOT directly after the service was completed as they stated, I'm sure they have cameras there that will substantiate my side of the story vs theirs. Additionally, I have photos and videos of my car overheating directly after I left the shop for the second time.
  
  The fact that they state that "the vehicle did not run enough to exhibit an overheating condition. Roughly 15-30 seconds." tells me that after the repairs, not only did the mechanics not check to see if the radiator fan works, which it does not, but if the car was exhibiting the same problem of overheating. They were in possession of my vehicle all morning, they could have let it run as long as they wanted to to see if it would overheat, and simply did not. I have unwillingly made my car available to them for the last 5 months, and now im beginning to suspect that most of the repairs they said were necessary, were not, such as replacing the radiator because it had a 2" crack, which is completely unsubstantiated, never did they show me this, nor did it fix my overheating problem, obviously.
  
  The fact that I had uploaded receipts (that they have copies of) stating that I wanted only the broken part repaired, but them saying I agree to replace all the parts just goes to show the complete lack of attention to detail and accountability on their part. Also, stating that I left saying my car is overheating directly after the repairs is completely false, and can easily be disproven.

  Customer response

  09/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As shown and told to the tech receiving my car on multiple occasions, the radiator fan is not actuating. Before this last replacement of parts, you could move the wiring connection to the radiator fan and it would actuate, meaning that just the wiring connection to the radiator fan or the physical connection to the radiator fan was faulty and needed to be replaced. Instead, they replaced all the parts they have replaced before with OEM parts even though I specifically told them not to (receipt 8/11/22), and only find and replace the faulty part.
  
  I went to them initially to have the certified mechanics diagnose, and fix the my vehicle's overheating problem, I didn't go to them to have them randomly choose parts to replace and take months and spend thousands of dollars just for them to admit that they still have no idea what's wrong with my car.
  
  After each and every service of my car, they failed to check to see if the problem still existed even though they had possession of my vehicle for hours for part replacement and all they had to do was to start my car and let it run for about 10-15 mins to see the problem still existed, yet every single time I was told that the problem is fixed and had to pay for parts and services.
  
  I've had to pay for multiple parts and labor that did not fix my problem, that I did not want. They specifically went against my direction of not replacing all the parts to OEM parts when I told them to only replace the faulty parts. They openly admit that they still don't know what the problem is because they failed to test and see if the overheating problem was fixed by replacing whatever part they thought was the problem. Of course they are "willing to assist" me because all they are doing is making me pay for a bunch of parts and labor that I do not need to fix my car's problem.
  
  Not only will I not take my vehicle back here for service and because they refuse to give me a refund although my car is still overheating and they have not fixed anything, I have taken this complaint case to the legal officer here at Corry Station and NAS and they agree that with the amount of time and money that I have spent here to not have my problem resolved, they are in the process of making this business off limits to active duty personnel.

  Business response

  09/15/2022

  As previously stated, we are willing to assist Mr. ******** with his concern of overheating. Without further inspection or duplicating the concern, we don't know if its a faulty sensor, inaccurate gauge/warning indicator, mechanical failure or defective part. If the failure is related to the wiring harness or fan, those repairs would be covered under a spare part warranty. He is fully aware that the wiring and fan were an issue because he pointed it out several times. If there is something else that needs to be addressed we will provide an estimate of repair prior to any work being completed.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From February the radio don't work, they change the radio, but now we have them in the dash of the new car, it is not recommended, even if your car is 2022, prepare to wait and check your car well before taking it out of there, the damage may be worse than when you brought it, and for them to solve it is a very long process, I bought a car here and I can't wait to buy another one at another dealer, where the service is as efficient as the sellers, the service is supposed to be better

  Business response

  07/21/2022

  Business Response /* (1000, 11, 2022/06/03) */ The repairs for the radio were completed within the guideline of factory recommended repairs by updating the software level. The concern of the dash was completed by replacing the panel and reinstalling the seat track trim that came loose. The carpet was repositioned to cover the area of concern.

*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. ↩