Customer Reviews
Cadillac completely lied that the extended warranty for my Cadillac that I purchased brand New covers everything. Moore Cadillac won't even do simple repairs. Also one week they want to charge me $2,136.80 for a transmission service, and when I told them no two weeks later they say it is only$1,600. They are obviously trying to take advantage of customers. How can you have a $500 price gouge.
They suck returning calls or getting someone on the phone !!
Kudos to the service manager and staff for going out of their way to help my stranded family. Over the decades we have owned several auto brands and have come across all sorts of dealerships and Moore Cadillac Richmond takes the top spot.
Our Sales Representative is Chauncey, and I’m sure you will find no better! He is courteous and knowledgeable. He goes above and beyond. He is devoted to the customer from your first inquiry, until you drive it off the lot. This is who you want to take care of you. Go to see him when you are in the market for a new or additional vehicle!!
Mr Gray and Mr. Jordan were very helpful in every step of the process of the ordering of my new Cadillac. You will not be disappointed with their service
Best service ever. Donnie is the best.
Crappie service im going to Williamsburg next time.
Full Transparency, customer focused service, exceeded expectations, and attention to detail! I had an absolutely and amazing experience working with the Mr. M. Jordon & Mr. D. DeVon team. Excellent service!
Would have given 5 stats for the service and the way I was treated, but removing a star from a discrepancy with an email estimate (which somehow didn’t include labor) vs. the price once the car was in the air. To their credit, they honored the estimated price.
My Service Advisor, Don Myers was excellent and was knowledgeable about the issues with my car. He took the time to explain everything to me so that I could understand. I thoroughly appreciated his great customer service.
Moore Cadillac is a great place to buy a car they answered every question and Devon gave a excellent experience
After recieving service at Moore Cadillac, my father picked up his car and drove it home and then realized that they had not even reinstalled the back seat after they serviced his car. He recently scheduled service on his car, dropped the car off and recieved a call the next day saying that he had missed his service appointment (for two days) and asked if he would like to reschedule his service. Of course, when I asked to speak to a manager, he was not in...
Nothing about this dealership or service department reflects that of a luxury car buying experience.
Amazing service and the best service experience every time!
Extremely poor communication
Great service and friendly.
James was amazing to work with at Moore Cadillac.
Good experience with Donny in charge. Thank you Moore Cadillac!
Mr Sylvester Wright made buying a new car the most enjoyable experience I have ever had. All questions were answered and ever detail was reviewed from the beginning of the test drive to a tutorial of every feature of my new CT4. Friendly staff and excellent service. Thank you Moore Cadillac!
Really appreciated our experience with Moore Cadillac. It was a very calm and low pressure environment to purchase a vehicle in. James was our sales representative and he was outstanding. The guys in Finance handled all of our paperwork quickly and correctly. Love our new Cadillac and would buy from Moore again when we are ready to purchase our next Cadi.
My experience with Moore Cadillac in Richmond was wonderful. It’s my 1st EV so I was somewhat clueless but the staff was knowledgeable about the vehicle I wanted and had it ready for me when I arrived. I drove it back home, Alabama, with no problem! Thanks Devon, Mike and Dino!!
The work was fine - it just took over 2 weeks for the work to be completed. Maybe outside of their control but it was an inconvenience. I was provided a loaner but it still took a long time to get the parts and the truck fixed.
Just wanted to say that I have incredible respect for Mike Romano. He's a service manager and I've never had a service manager call me with the respect and kindness that he just has shown me in the last 5 minutes. Will not hesitate to continue buying Cadillacs and having this company serve my vehicles.
I recently bought my first Subaru from this dealership with the best help from Justin. He was personable, charismatic, and very helpful. Everyone, including himself, kept emphasizing he was new, but he made me and my boyfriend super comfortable as we shopped. He was never pushy in my decision making, helped me compare multiple cars and made me feel confident in my final decision. The whole process was painless (well as painless as spending money on a car can be😅) I hope this car lasts me for years to come, but when I finally do need another or a new ... Read More Google - Jun 9, 2026
Except for the fact that it took 5 days to get my car fixed, the work was good. i did have a loaner but i kept receiving information that the car was ready when it wasn’t.
These guys always do a good job taking care of my Escalades needs. Took my truck in for a routine Oil change. Was in and out in a jiffy.
Service and inspection was done promptly while I waited. Friendly, courteous staff. A very good experience!!!
Walking into this dealership, I expected the usual car buying stress. Instead, I was met with a team that redefined what customer service should feel like.
From the very first moment, DeVon made me feel welcomed, respected, and supported. He never rushed me, never pressured me, and never made me feel like “just another customer.” As a woman who likes to understand every detail, I appreciated how he answered every question with patience and clarity. He turned what is usually an overwhelming process into the smoothest and fastest vehicle purchase I’ve ever made. He’s a TRUE diamond in ... Read More Google - May 25, 2026
Michael, DeVon & Dino were a absolute pleasure to work with. The level of customer service is unmatched. I truly appreciate the attention to detail and the level of effort to assist me in purchasing a brand new Vistiq. The dealership was very busy (evident that other customers were happy as well) however I felt the level of attention on my husband and I seemed as if we were the only customers on the showroom floor.
We had a wonderful experience at this dealership! James was patient with us, never pushy, and he went over and beyond by even helping me get all my belongings out of my car and into my new Cadillac! And everyone at that dealership was kind, welcoming, making sure we were comfortable waiting on paperwork which made it an enjoyable experience for us!!! We definitely recommend this dealership and James for their outstanding service!!!
I took my vehicle into Moores Cadillac on 05/21/2026 for a 1PM appointment for the initial appointment, which included oil change, rotation of tires and fluid levels. It did not take very long and everything were well! Thank you Moores Cadillac for taking good care of my vehicle and doing so in a timely manner! VQF
Great service
Fast prompt service
A+++ Had my V serviced a few times and they do a great job. Thanks!
Excellent professional service
I brought my car in for service and they did a great job.
Vehicle was repaired but they did troubleshoot.
They got me in quickly and did a really nice job of communicating.
Excellent
Huge thank you to Donnie at Moore Cadillac for the outstanding customer service. From start to finish, Donnie was professional, communicative, and genuinely helpful throughout the entire process. He took the time to answer questions, kept me updated, and made sure everything was handled smoothly. It’s rare to find someone who combines professionalism with such a personable approach, and it truly made the experience stress-free. If you’re visiting Moore Cadillac, I highly recommend asking for Donnie. Great service makes all the difference, and he absolutely delivered.
I worked out a deal over the phone with devon. we had all the money worked out before i drove 3 hours to find they didnt like my truck and backed out of the deal. wouldnt honor our agreement. they wanted to give me less than agreed upon. they eventually said they would honor our agreement if i give them $1000 off my truck.
i gave them everything they asked for as far as info on my truck. vin, condition, etc... they knew they were playing with me. The truck they wouldnt give me $5000 for, i sold a week later to carmax ... Read More Google - Mar 20, 2026
Nothing but a bunch of liars. Asked 3 times before i drove 2 hours if they had a car on the lot and was told they did. Got there and they didn’t.
Moore Cadillac service department is horrible! Left a message for clarity on my diagnostic for my 2016 Caddy. No returned call for 4 days. Called today and asked to speak with someone because I refuse to leave another message that won’t be returned. The lady connects me with a “manager”. The managers first words to me are “Can you hold please”.. hung up after waiting 5 minutes for him to pick back up. Paid over $200 for a diagnostic expecting to get top quality expert service and got top quality disappointment instead😒
Good morning, this scam need to be stopped. I need my money back since you guys are been lying and lying and lying to me. This is ridiculous. I have been waiting on my title for 2 years. 2 years not 2 weeks not 2months but 2 years. I had enough of you guys lying to me. Last six of the is 100005.
Went here to purchase a Cadillac. Found a car that I liked, but I was not able to test drive it outside of their lot because the vehicles did not have the right tires to mitigate theft. Wasn’t too happy so purchased a GMC instead.
One of the problem has not been corrected.
I took my 2024 Cadillac Escalade in for some warranty repairs, dropping it off at 8am on a Tuesday morning. First, let me say that everyone was polite and my warranty repair was done at no charge.
This is my first Cadillac, and I was expecting service on par with Lexus of Richmond. I’ve owned a number of Lexus vehicles over the last 30 years, and they know how to treat their customers.
When I made the appointment, I was pleased to find a service slot and loaner were available the next morning. They couldn’t tell me how long the ... Read More Google - Nov 15, 2025
Wish there was a option for zero stars
Service department sucks I made a appointment online and physically went to the dealership to confirm my appointment on my lunch break ( since I work in the area) and was told everything was good fast forward to the day of appointment I drive 40 minutes to the dealership only to be told they don’t have a Cadillac tech there but know could explain how you are a Cadillac service department open and taking appointments with out any techs I should have listened to the people on the google reviews I will drive ... Read More Google - Nov 8, 2025
I had an appointment and they told me it will take 30-45 minutes, it turned out to be 1 hour and 30 minutes late.
If I could give 0 stars, I would. My service advisor was Alex, and my experience at this shop has been nothing short of terrible.
My car, with fewer than 40,000 miles and still under warranty, spent nearly 7 months in and out of their shop over multiple visits. Despite this, the issues were never fixed which ended up with permanently damaging the car to the point where it’s a total loss. Alex repeatedly ignored my concerns, rarely answered my calls, and when I finally went in person after calling more than five times, he was aggressive and dismissive. He even told ... Read More Google - Sep 20, 2025
Dealership really needs a renovation. It is stuck in the 80s. You would think with Cadillac and all their new models, they would force them to renovate
Horrible customer service they were not helpful. My car is scheduled to be in the shop for two months because they don’t have a part after I bought a brand new car less than a month ago from this dealership do not support this dealership.
Terrible service. The “virtual assistant” sends you to a ghost who dumps you into a voicemail that no one ever checks. Weeks of calls about a recall went unanswered, and when we finally got through, we were told they only do oil changes and tire rotations—hardly Cadillac-level service. Save yourself the headache and go anywhere but Moore Cadillac in Richmond.
Brought a car that has multiple issues with it brand new and when I asked to trade it in they asked me to pay $20,000 more to trade back in a brand new car that they won't have to parts to fix the problem on for several months.
They displayed poor customer service, the facility was subpar and they were completely unreliable to deal with.
These days, customer service means a lot, especially in these times of AI. This dealership LACKS customer service. ESPECIALLY the Parts Department. I placed an order, paid for the order, and was told it would arrive within 2-3 days. We'll, after calling, being put on hold, being disconnected, and not receiving callbacks as promised, I find out the order was canceled by GM due to the part being discontinued. It took almost 2 weeks to find this out! I had to ask if the part was available at the dealership anywhere, and lo and behold, they found 1! I was still ... Read More Google - Jul 16, 2025
Service is trash. They're the only cadillac place in town and they act like it. Hung up on me.
This has been one of the worst dealership experiences I've ever encountered. After scheduling a meeting and reaching a negotiation agreement, I arrived at the dealership only to be told that no one knew who I had spoken with and that the agreed-upon terms were invalid. To make matters worse, we strongly believe we were subjected to racial and color-based discrimination. To be met with such dismissiveness and have our previously discussed negotiation details shared with a different associate, especially when prepared to purchase a $140,000 vehicle, is appalling. It's particularly disheartening given the lack of alternative Cadillac dealerships.
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 ... Read More DealerRater - Apr 3, 2025
The service side of Moore Cadillac is HORRIBLE! The check engine light came on in my 2020 XT6, so I scheduled an appointment. By the time they could get me in, the light went off, and they couldn't identify the problem code. When it came back on, I tried to call to bring it in, and can only get the service advisor's voicemail, which stated, "Don't expect a call back because I don't have time" We went into the shop and spoke to the Service Manager, who, of course apologized, and told us to call ... Read More Google - Mar 11, 2025
For the past 2 months, I've awaited service for my cadillac however; no real follow through from the service department. I started with phone calls for service and then slowly graduated to in-person requests for the same service. The last 2 weeks, I've shown in person to speak about the same issue and was promised a phone call back however, once again, no follow through from management or the service department. What am I to do? I'm paying a high monthly car payment that includes additional costs towards protections, but no one will return my calls and/or follow ... Read More Google - Mar 10, 2025
The sales process here was fantastic, Devon was wonderful.
The service department was not. I left a Google review for the service department but i feel compelled to leave it here as well for more visibility.
I am an extremely patient, understanding and empathetic person. Mistakes happen and we roll on. Having said that, the service department at Moore Cadilac is an absolute joke.
I have made service appointments twice, the first one was canceled by them because "They were too busy to fit me in", I had scheduled service weeks in advance.
I made a second appointment, ... Read More Google - Mar 2, 2025
calling service department and you sit on hold forever, they fail to tell you they will need your car for a week until you arrive there then rescheduling an appointment is months away
I have called moore cadillac six times this week and nobody returned my call.
My past experiences have been all excellent, but this time it was not. I had had to wait for months to get the appointment but it wasn’t urgent and I liked my past experiences. This time, when I went to pick up my “ready to pick up” car, the license plate was lying on the front seat. I had to go back in and then wait. A new bracket had not been installed so there was nothing to attach the plate to. Surely the technician knew I couldn’t drive without plates but said it was ready. I waited ... Read More Google - Jan 28, 2025
I have been a customer at Moore’s for over 25 years. Because of the service I have received, I recommended them to my grandson who has a Buick Enclave. I called them and asked if they serviced Buicks. They said it takes GMC parts, so yes we do. This was two years ago and he has taken it there since..
He made an appointment over the phone with the scheduling department two weeks ago to bring the car in on yesterday. He gets there, they know nothing about the appointment. Told him he need to take it to a Buick ... Read More Google - Jan 2, 2025
I had an appointment @ 2:00 at 3:15 I get a text message saying that they are done I waited & waited until I asked where is my vehicle 45 minutes later to here they were going to detail it but didn’t see my keys on the desk in back NONSENSE UNACCEPTABLE
I had a poor experience with Moore's service department. They failed to take my complaints seriously, failed to diagnose or correct the problem with my 2024 Escalade and failed to order parts in anticipation of my appointment. When I attempted to bring the car back, they could not get me in to be seen for 2 full weeks. The day before the second appointment they called and cancelled, informing me that they would not be able to give me another appointment until mid-January - a full 6 weeks after my initial request.
I also left at least 3 messages for the service advisor ... Read More Google - Dec 17, 2024
The service department was not good. I called and finally got an appointment for our 2008 Cadillac after being repeatedly told how short staffed they are. When I went to have it towed, I was told they didn't have any spaces, and my car would be rejected. I called the day before my appointment to arrange to have it towed only to be told again how short staffed they were, the parts would be difficult to get, etc. I asked them could they at least evaluate the car before making a decision and again was told how short staffed they ... Read More Google - Dec 2, 2024
It takes very long to get anything done. Never seem to have any parts. Don’t call back when you leave a message. They tell you that you have to come back in- then tell you the next available appointment is in a month. They Say they care , but don’t really care when it comes to YOUR time.
When I told the service advisor that during the previous visit, they kept my brand new Lyriq for 13 days because they weren’t properly trained to fix electric vehicles, he said in a snide remark that “that’s what you get for buying the first model year of the Lyriq. Not only was his comment totally inappropriate, but it was also inaccurate. The first model for the Cadillac Lyriq was 2023 and my car in a 2024 model. I brought the car in this time for a simple software recall update. It took too long for them to apply this update. Another ... Read More Google - Nov 1, 2024
My experience with the Moore Richmond Cadillac Service Department has been nothing more than horrid, to say the least. This experience is not solely based on a one time occurrence. I will only use this dealerships service department as a last case alternative. Scheduling - Poor Customer Communication - Poor Honesty to Customer - Poor Customer Service - Poor This dealership is making a bad name for the Cadillac name.
I went to Moore over a year ago Aug 2023 cause my check engine light came on. I originally took my car to where it was purchased but since it was covered under my extended warranty so I was advised to take it to the Cadillac dealership. Alex hooked up the machine and told me the code but unfortunately the part was on back order and they would call me when my part came in. Mind you since the engine light came on I had been back to Moore 3x for maintenance and car inspection, not one person at any visit ... Read More Google - Sep 27, 2024
The service person did not follow protocol with my car being referred from another dealership for a specific and simple repair. The warranty was not honored, and I felt like I was getting the run around. I will NEVER come back to Moore Cadillac again. I was not heard, and they did not fix the problem, they simply put a bandage on the problem with an invitation to come back and spend more money for poor customer service. No thanks and I would not recommend anyone to go this this dealership.👎🏽
I had an issue with my 2013 Caddilac SRX, I called and asked could they check the issue out and fix it if necessary, they said yes. I had my car towed there, 2 hours away from my house. They had my car for daysand still had not looked at it. They said give then a few more days. I did and they still had not looked at it. Then they said give them a few more days. And I did Again. Then I started calling to check, everyday. Then finally they said that they were not going to fix the car. ... Read More Google - Sep 14, 2024
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 ... Read More DealerRater - Sep 3, 2024
Cadillac service department is terrible. I work for a dealership and brought my car here since it's the captive brand to have them look at something. They have run me through the ringer and had me in 3 separate times for an issue they can't fix. They can't do simple things right such as oil change and tire rotation. They didn't even change the sticker on my windshield or reset the dash... Which leads me to believe they charged me for a service that was never completed. They didn't put the cover back on my battery ... Read More Google - Sep 1, 2024
I brought my 24 Lyriq from them 2 months ago they promised me I would have a charger installed at my house in 2 weeks time max still don't have a charger installed been paying out of pocket to charge my car and i have to wait in Walmart parking lots to charge my car but when they forgot a signature on the check they needed they made sure to call and text. They deserve to get 0 stars do not recommend . They will take your money and then act like you did not spend $60k on a car with them.
I recently purchased a Cadillac LYRIQ from a dealership in Maryland where I am able to freely charge my car as I await installation of a charger in my garage. I needed to make a trip to southern Virginia and was concerned about charging. I was advised to call Moore in Richmond to inquire about charging my LYRIQ there and was told when I called that I could, indeed, charge my car when I got to Richmond. I was horrified to learn when I arrived that Moore would only charge cars of THEIR customers. Having depended on the information I ... Read More Google - Jun 27, 2024
Every time I bring my car in for service (when I have an appointment scheduled long before) it sits for at least 24 hours before any work is done. For the next few days, I go from driving a Cadillac to the smallest Subaru, while I wait for my car to be “serviced”. Sometimes, it takes days! This is my first Cadillac, I love it, but won’t get another because Moore is my only option for “service”.
Earliest appointment was for 3 weeks out. On day of appointment, I was told it would be 1 hr before my car would be seen. After the wait, technician gave a general update and said he would come back with a quote. Upon his return, he told me a lump sum number. I had to ask for itemized breakdown and request a paper copy to be printed, however, they do not provide an itemized (labor vs part) in this state. Tech seemed bothered by my requests and did not review any of the other items listed on the print out. I had ... Read More Google - Jun 15, 2024