Pete Moore Imports - Service Center

One unhappy Customer!!! In May of 2015, I had Pete Moore Volkswagen do some recommended maintenance on my 2004 Volkswagen Passat, which included my timing belt system, water In May of 2015, I had Pete Moore Volkswagen do some recommended maintenance on my 2004 Volkswagen Passat, which included my timing belt system, water pump, and some sensors that needed to be replaced. The cost of the repairs totaled close to $1800.00. A few months later my serpentine belt frayed off of the vehicle (which is supposed to be an easy fix) but after replacing the belt myself I couldn't get the car to crank over, so I had the vehicle towed to Pete Moore Volkswagen for inspection. After they looked at the car, a service tech called me to tell me that the reason why my car wouldn't crank over is because I had a missing timing belt cover/guard, and when the serpentine belt frayed off and broke, it wrapped around my crank shaft pulley and it pretty much destroyed my engine. I was told that they knew the timing cover was there when they had the vehicle and did the timing system because they wouldn't have been able to do the job without this cover (because of the markings on the cover). They also noticed that I had a new alternator put on recently and when I was asked who did the installation, I said it was a local mechanic shop, and the way he asked his questions lead me to believe that they were the last people to touch this missing cover, so the fault was on them. When I called my local mechanic shop with my issue, they were very helpful but they said that they had nothing to do with the missing timing cover and they proved this by giving me a print out schematic that showed me where the alternator is in relation to the missing cover, and they explained why they had no reason to touch the cover when installing the new alternator. This brought me back to Pete Moore as the last people to touch the missing timing cover since the cover is directly linked to the service they provided on the timing belt system. After talking to Pete Moore Imports about my findings, the service tech then talked to his supervisors and came back saying that there was nothing they can do for me. I then contacted Volkswagen Customer Care and filed a complaint with the corporate office but was still unable to get Pete Moore Imports to admit fault for the missing cover. They denied me any kind of compensation for the destroyed engine and claimed that their insurance told them that since the broken serpentine belt is what caused the issue, the fault would go to the local mechanic shop because they installed the faulty belt when they replaced the alternator, and that this is what caused the issue. This made absolutely no sense to me because if it was just a broken belt that caused the issue, then my engine wouldn't have been destroyed. THE CORE REASON FOR WHY MY ENGINE WAS DESTROYED IS THE MISSING TIMING BELT COVER/GUARD THAT WAS DESIGNED TO PREVENT THIS TYPE OF THING FROM HAPPENING. If the plate was there, then none of this would of happened the way that it did when the serpentine belt frayed off, and the cover would have done its job by protecting my crank shaft pulley. If they knew that the cover was there when they did the job then where is the cover? And if (by chance) the cover was never there in the first place, then how did they do the timing job and why didn't they report this necessary part as missing? Pete Moore has been stretching this complaint out for to long and has been using every loop hole they can think of so they don't have to pay for their mistake. I want everyone to know I am one unhappy customer! More

I have always bought my cars from Wayne Freeman and have recommended him to all of my friends and family who have also bought cars from him. He is kind, honest, and very patient. I recently had an acciden recommended him to all of my friends and family who have also bought cars from him. He is kind, honest, and very patient. I recently had an accident in my Volkswagon Jetta and was tasked with finding a collision center. In the past I've dealt with home town body shops that my parents knew, but decided to go with the people that have always gone above and beyond for me. I had the opportunity to work with Mrs. Lisa Reed and have to say that she was absolutely awesome! She was so helpful and offered lots of alternatives for me being a very busy professional and single mom. Thanks Pete Moore! More

I took my car in for repair and saw the Audi while waiting for a loaner. The salesman who first approached me was Mr. Jenkins. He was professional, knowledgeable and was never pushy. He found answers waiting for a loaner. The salesman who first approached me was Mr. Jenkins. He was professional, knowledgeable and was never pushy. He found answers for me when he didn't know himself. I live in Alabama and go out of my way to go to Pete Moore because of the way the service department treated their customers. The price was fair, I did a lot of checking on line and the car I purchased had great mileage. The offer I received by trading in my car may have been a little less than if i had tried to sell my car on Craig's list but it was hassle free. Their business office was also pleasant to work with. More

My husband and I live in Destin Florida and drive to Pensacola to do business with your dealership. We have purchased two VW’s from you previously. My second VW, a Jetta Diesel, was under full bumper Pensacola to do business with your dealership. We have purchased two VW’s from you previously. My second VW, a Jetta Diesel, was under full bumper to bumper warrantee and the AC went out. I called to the local VW dealership in my area in order to have the repair done (close and quick) and they were uncooperative to say the least. When I called over to your dealership I spoke with the Jay Rosenfeld, service person. Jay recognized me (or he seemed too) and he scheduled my appointment right away along with discussing the opportunity use my warrantee. Upon arrival to your dealership, my husband and I were taken care of immediately by Gerrod Green. Gerrod told us how long we would have to wait to hear the diagnosis of the problem. He then offered us a shuttle to where ever we wanted to go in the Pensacola area. We said how about the Cordova Mall? He said, “No problem.” Within minutes there was a taxi waiting at the door. About 1 12 hours later I spoke with Gerrod and he said no result yet but they were looking to identify parts that would be needed for the repair. Good decision to go to the mall to kill some time. I asked him if we could get a ride back now and again he said, “No Problem.” Again, within a few minutes there was a taxi waiting at the door of the mall to bring us back to the dealership. The taxi cab was pleasant and your dealership was gracious to pay the expense both ways. Back at the dealership Gerrod informed us the compressor needed to be replaced in the AC. The work would be under the full warrantee with a 100 co pay. My husband said let’s look at a new car….. Out on the black top your sales persons were milling around and said hello but it was Anthony Breaux that offer to help us. We told him what was happening with our Jetta and he said “No problem” and went to work to find us some cars to test drive. The cool thing was that he went with us on the drive. This was helpful as we do not know the area very well and he was able to direct us. He was kind and unobtrusive during the ride. Long story short we bought the second vehicle we test drove, a VW Passat. Anthony was attentive to our requests reference to color and amenities. Jeff Korel was the next person we began to deal with in your dealership. When we first arrived we looked for Jeff but could not recall his name and did not see him. When we inquired if such a person was there it was unclear. Looking around some more we spotted him and we actually felt relieved. Dealing with the same people is an important aspect of purchasing and maintaining a vehicle. There is a need for a high level of trust and I find that level with your people. Jeff was friendly and showed concern for our purchase decisions. We spoke briefly and he said I will come back to you with my best price offer, my husband asked that it be the final price because he did not want haggle. Jeff returned to us and sitting at table we went over some numbers. Our trade in had a lot to offer and we were able to come to a meeting of the minds quickly. Enter Aaron Eblen, we had not dealt with Aaron before but he made us comfortable. He advised us on different packages that were offered and gave good explanation of each one. We signed the paperwork and were ready to leave. Anthony once again helped us to understand the ins and outs or the new purchase, he even enabled by Bluetooth to be compatible with my car. Then he took our picture with the car. Cool idea! (The feeling is and “automatic attachment to the car like it’s a friend or family” ) Fast forward 15 hours… In the midst of changing insurance over to the new car we identify that the VIN number on the car does not match the VIN on the paperwork. It only took one phone call to Jeff Korel and another trip to Pensacola to fix the problem. We signed the new paperwork with Jeff who had it all ready when we arrived and we were back on the road back to Destin. I must say, it was a very nice thing when Anthony Breaux called to apologize for the mix up on the VIN numbers. We told him, “No problem” we would be over to see him in a couple of hours. The long and the short is this… we want to deal with people of integrity, that stand behind what they sell and know the right answers quickly. We like to deal with the same people, longevity is coming back into the work place and it’s a good thing and speaks highly of the company who can keep it employees a long time and keep them happy. We like the VW product, we can buy one anywhere but we keep coming back to Pete Moore. Was the car a good deal you ask? What’s the one thing you look for in life but never seem to find…A Good Deal. It was a GREAT DEAL! Oh, the price was good too, but now a days, like in the past, the buying experience far outlasts the car payment. The buying experience should be like a favorite way to get to a fabulous destination, you can’t wait to get there but you still have to go the miles. ? All the Best, Lori and Don Allgood "Far-fa-nug'n to you all" More