Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September 2021 I purchased an remanufactured motor for an 2005 base cadillac escalade. The warrant was for 5 years and/or ******* miles and on 12/24/24 the motor had an malfunction. It was misfiring on all cylinders and I took the car back to Moore Cadillac. I was told the vehicle wouldn't be able to be looked at until the 29th of January 2025 based off their booking schedule. I was contacted by them a few days later saying that it was exactly what I was saying. I was thinking I thought you were booked up until the end of January 2025. Then I was told there would be someone to contact me about the warranty. I was called and asked about oil change receipts as this was asked I started to wonder why is this important? Seems as though they were trying to not uphold the warranty looking for an excuse and I mentioned this to a guy named ****. He went on about ** this or that. I responded well I was charged ****** dollars even flat fee which seems a little weird there was like no taxes or anything involved. I thought this was weird as well but I didn't complain I paid them 5000 cash as a deposit and 5000 when it was completed. All I'm asking is for Moore to uphold their end of the bargain I've only had the motor for a little over 3 years and the warranty is still good. They are looking at what it would cost today and the warranty offered today not what's in the paperwork of the motor I purchased. Instead of **** calling me he sent me text messages to ask me to confirm to pay for something that is supposed to be free by having the warranty. If I was out of warranty why would they be asking for oil change receipts? If there was negligence of care for the motor it would have been evident when checking it out and obviously none of their claims are true. I will enclose the prices i paid to show these things in an attatchment.

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Car was leased 07/03/2024 Was told to expect my plates and registration in ****** days. While waiting I had to request a set of temp tags each month, however entering the November I still had not received my plates or registration. I called the dealership for a new set of temp tags as well as an update on the status of my plates. I was told the *** denied the request for new temp tags and there was no progress made in receiving my plates as the dealership had made an error in the paper work. I was then told to expect my plates by dec 5 the latest and in the mean time to get a rental that would be reimbursed up to $40 day until dec 2 2024. I declined as getting a rental would put me in a whole, as there are no rentals that cheap. Today is Dec 9 2024 and I still have yet to receive my plates and speaking to management at the dealer ship is nearly impossible as no one picks up or returns calls. I was then sent an e-mail with a tracking # for my alleged tags, but when I try to track it all thats stated is the label has been created and no package has been received. So here I am 2 months later paying for a car that I cannot legally drive and the dealership has no answer other than its on the way which Ive been hearing for six months now.

• Initial Complaint

  Date:06/11/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 02/15/2024

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

  Customer Answer

  Date: 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

  Date:12/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:02/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date:07/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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,
  
  ***************************