⭐☆☆☆☆ (1 Star) I strongly urge anyone considering buying a vehicle from Moore Cadillac Richmond to think twice and do extensive research before making a purchase. My experience has been beyond frustrating, and the lack of accountability from management is unacceptable—they simply do not care about resolving customer issues. Timeline of my experience: * March 28, 2026: I purchased a 2024 Cadillac Escalade from Moore Cadillac Richmond. * At the time of purchase, I signed all required paperwork and paid the Maryland sales tax, title, registration, and tag fees as part of the transaction. * Over the next three months, instead of receiving my permanent Maryland registration and license plates, I was repeatedly asked to provide documents that had nothing to do with completing the registration process. * During this period, the dealership issued three temporary tags, but failed to complete my permanent registration. * After the third temporary tag expired, I was left with a vehicle that I legally could not drive. My Escalade has been sitting unused with an expired temporary tag because they failed to do their job. * I later discovered that a Virginia title had been issued in my name, despite me being a Maryland resident, paying Maryland taxes and registration fees, and financing through Bank of America. This level of incompetence only added more confusion and delays. This situation has caused serious inconvenience, wasted time, and disrupted my business. For a vehicle of this price, there is absolutely no excuse for it to remain unregistered months after purchase when everything was paid upfront. What makes this even worse is the complete lack of urgency or concern from management. They have shown no real effort to fix the problem or take responsibility, leaving me to deal with the consequences of their mistakes. My advice is simple: avoid this dealership if you can. If you do decide to purchase from them, be prepared to constantly follow up, document everything, and push aggressively just to get basic paperwork completed. This review reflects my personal experience, and I hope it helps others avoid going through the same ordeal.

They displayed poor customer service, the facility was subpar and they were completely unreliable to deal with.

I will never deal with Moore Cadillac again. When I bought my XT4, it had a chipped windshield. We had a verbal agreement that they would fix it, but later they claimed it was already fixed and refused to honor their part of the agreement. I rarely drive this car, yet I've had multiple issues with it. I can't imagine what would happen if I drove it every day. Recently, I picked up my car after an oil change, (and to check why the engine light was on). The hood needed a new switch, and I was charged for the diagnosis ($174.90), labor ($92.90), and latch ($101.62). For the oil change, I was billed for labor ($70.00) and the oil change itself ($91.79). Have you ever heard of being charged separately for labor and the oil change? Me neither. To top it off, there were additional fees: $60.80 for shop supply charges and $1.99 for a history fee. And they forgot to rotate my tires, which I am thankful for! I feel they took advantage of me because I'm a female. When we asked to speak to the manager, we were told he was in a meeting (on a Saturday at 2 PM) and he never bothered to get in touch with me. Very unprofessional at the least. I will never let them take advantage of me again, and you shouldn't either. I'm totally disgusted, you should be ashamed of yourselves.

I purchased a new Cadillac XT4 in May, 2024 which has been in the service department with a manufacture defect in the transmission since July 12. GM has contacted them and I have tried to contact Ron Greene, General Manager numerous times, with no success, I've owned Cadillac's since 1986 and have never experienced such a lack of professionalism! It seems that "the all mighty dollar" is their only interest, since follow through after the sale has been non-existent, Standing behind the product that you advertise should be important, but customer satisfaction SHOULD be the FIRST!. It's so strange that the salesman, and original service advisor I had, have both left. My original advisor was extremely courteous, helpful, and kept me informed via text with updates. With the current advisor, I've received one call, over two weeks ago, to simply tell me, in a very unpleasant tone of voice, "That I would be dealing with him now!" Nothing professional, cordial, or courteous! So far, I have had NO updates from ANYONE at Moore Cadillac!! Needless to say, this has been and sill is, an unpleasant experience. I wish I had NEVER considered dealing with Moore Cadillac again!

Will not honor warranty! Sold me a car with bad engine and refused to answer calls or attempt to repair. We are taking them to court! I suggest everybody do the same. This dealership is a scam! Ron Green the General Manager does not care about anything but sales. Don't believe a word anybody there tells you.

I wrote Keith a question he never answered. I was also told that the car I was looking at was sold. Wasi it?

Mr. Dinh promptly returned my requested information and scheduled a time for me to see the vehicle I was interested in. I was given the opportunity to test drive the vehicle. He was informative. Let me know about financing and I did not feel pressured into making a decision. Very pleasant experience. Not exactly how I remember the old cliche of the used car salesman.

will promise you the world when buying the car and then take it back and have the worst customer service. picked up a used truck saying they would fix all the paint and it wasn't. called the manger and he was very rude. And the better business bureau has the reported to them this year already. I don't recommend anyone to buy from them

This dealership is by far the worst dealer we have ever worked with!! Bought my wife a 113k 2022 Escalade ESV. The OLED screen went out so she took it in for service. She was told they only had one tech and they did not know how long it would take to repair. Everyone that works there is rude and know one seems to know anything when you ask a question. Worst part of all is they gave her a dirty Subaru to drive that look like someone had puked in the drivers seat!!! Stay away from this dealer and I would advise if you want quality service buy a Mercedes!!! They treat their customers like gold.

Horrible horrible service, with negligent repairs. Thousands of dollars in work, and it has failed. 8,000 mi later and they are refusing any support .

Had high hopes about this place, but it is the worst establishment that I have ever went to. Communication is non existent and they aren't very welcoming. I should have read all of the reviews before purchasing my 2022 CT5 that has an airbag issue. I purchased this vehicle brand new off of the showroom floor and not even a month into owning the vehicle, I had/have a Service Safety Restraint System message that comes up constantly. Took the vehicle in to get serviced and the first thing they say is that they are booked. I expressed my concerns to Donnie and all he said was, "Its just an airbag issue, its not going to affect the driving of the vehicle". I looked at him like he was crazy. This is a safety concern. He said he couldn't take it, there was nothing I can do at that point so I set up an appointment to bring it back in. When I bring the vehicle back in, the technicians told me of what they "thought" the issue was. I complained and the technician proceeded to tell me that malfunctions happen on new cars all the time seeing as though the vehicles are man made and man make mistakes. xxx. Why am I having these issues after having my vehicle for less than a month...anyway, they couldn't figure out the problem, so I had to bring the vehicle back/ drop it off and get a loaner vehicle. I ask Donnie about how long will it take to get it fixed, he replied about a day. When I get the loaner, its a dirty 2019 Cadillac SUV. I look inside and it looks fine, couldn't really tell until I got home. There was dog fur and dead roaches in that vehicle not to mention a change engine oil light on. I reached out the next day to find out if my vehicle was fixed and they didn't really give me an answer. i told them that I didn't want the loaner anymore and they said that was all they had available. They had a liaison text me. They stated that a technician was assigned to my vehicle and a diagnosis would be provided. They then proceeded to tell me that they couldn't find any definitive information regarding my airbag issue. They said they would have to make some calls and contact technical support. I had to constantly get in contact with this "liaison" person for the simplest of information. They never provided me with updates. The minute I complained and told them that I wanted my vehicle back, they offered to clean the loaner vehicle and gave me more information on what the issue with the airbag might be. Why couldn't you tell me this information before? They said they ordered the parts and those parts would be in in a few days, guess what...I never heard back from them and this was exactly a month ago. They don't care about others. If it were their family members, I'm sure they'd move a little quicker and with a little more compassion. This place is the worst. I'm taking my vehicle elsewhere. Wish I would've known all this before purchasing from here.

Terrible service. No communication, don't return calls to check status. I've taken my car here for the last couple years and they are consistent in their poor communication and performance. Finally had enough.

David Lowenhagen went above and beyond to assist with my purchase of a used Subaru. He drove the car to me in Charlottesville (from Richmond) to make sure I had an opportunity to test drive. I will definitely go back again when I need a new car and highly recommend him to others.

Poor and unprofessional behaviors from the service advisor. I have never experience service so bad. I was charged for service included in my extended contract package but the service was not completed. My car was used for personal while in their care. Over a hundred miles was used but they recorded they used only five. My glove compartment was rambled through, they disconnect my phone and left their phone (Gal A715 G) connected and my bible was removed from from passenger seat. The service advisor was not honest and tried to get more money from me but I refuse to pay than he tried to say that I damage their loaner after I had left the dealer. He threaten to file a claim to my insurance.

Keith Nelson was an exceptionally personable, helpful, and trustworthy professional. He assisted me in getting the car I wanted at a fair price at a very challenging time despite delays of all kinds affecting the marketplace availability. I'd strongly recommend Keith to anyone looking to purchase an automobile.