I dropped my wife's vehicle off at Moore Cadillac early Friday morning after hearing what we both though was a serious problem with the steering. When I got there, three service folks looked at me and kept walking, while another focused on another customer. After 20 minutes, "David" asked if he could help. I told him about the problem with the steering, asked for an oil/air filter change. I stressed that I though there was a safety issue with the car. He recommended a 27 point vehicle inspection to take care of all of the problems. I ok'd it and went on to work.
I received a call from David around 1:30 pm. He told me that the car sat all day because the shop was "busy" and wanted to know if he could keep it. Slightly pissed, I agreed saying that my wife needed her car by 12 noon Sat. He told me that it would be ready and he would call me the next day.
Saturday morning passed - no call. My wife and I drove over at 12 noon and a startled David rushed out of his office to tell me that his techs where on a road test with the vehicle and asked me to come back in an hour. Of course, an hour later our vehicle received a clean bill of health. The techs did not see anything out of the ordinary. We paid and left.
Not even three minutes into the ride home I experienced the same exact problem that the "techs could not repeat." I parked the car for the day and the following Monday morning I dropped it off at Pohanka Chevy - not even 6 miles down the street. About 30 minutes from dropping it off, "Jason" called me to say that the steering rack (not the pump, the rack) was bad on the vehicle and the mechanic has no idea how anyone could miss it.
I brough this up with Audra - the customer service manager at Moore. She told me that she was going to do some research and get back to me. She stressed that she would get right back to me. And yes, you guessed it - she didn't get back to me.
Needless to say - I'm pissed. This is the 4th time Moore mis-diagnosed one of my cars. I'm not saying Pohanka Chevy is perfect, but they have corrected every problem I've had with my vehicles - the first time and they seem to try to push the customer service side of things.
Seriously consider if you want to do business at Moore and read all of the other complaints on internet. If I had known about them, I would have never trusted them to even wash my vehicles.