The staff at Moore Cadillac are courteous and professional. We drove nearly 2 hours to buy our CT5 back in December of 2020 and were so pleased with our experience we decided to return for the first oil change and tire rotation this past week. The service was well worth the drive. We felt like family and will continue to make the trip for future service needs.

The worst experience l ever had, l have purchased four cars and one truck. Today l was told to bring my car in for service and l did just that. After about an hour or so went to the service desk to see what was going on. The service manager said they didnt have time get to it today and l needed to take it home with the check engine light on and bring it back on Wednesday approximately 35 miles away. They didnt not have any car available for me drive home. I have purchased my last CADILLAC !

If youre looking for a positive car buying or leasing experience, go to Moore Cadillac! Our experience dealing with these folks was the best car purchasing experience ever. They will make you feel like royalty and the center of the universe. They are not pushy, you wont spend hours on end bickering, and they listen to you. We highly recommend Moore Cadillac for your next car purchase or lease. You wont regret it.

Very friendly & knowledgeable staff. Easy to make an appointment. Short wait time. Nice & clean area lounge to wait in. Free WiFi & snacks.

Had to pick up a part I ordered they were very nice they left it out for me with the reception is when the parts department closed

I have been dealing with Alexis S. in the service department. From day one she has been nothing but professional and courteous. She has kept me informed of all the repairs to my Cadillac. She exemplifies what excellent service should be. Thank you Alexis S. For such wonderful service, it was exquisite.

Great Service!!! Chris is always there to help you out in any way. My Escalade had its 60k check up and I am very satisfied.

Tom Carr is the man!! I have only had iffy experiences with sales and cars and Tom made sure I found exactly what I needed, what would be a good fit, and then made sure I was happy about It! Not only was he professional, courteous, communicative, honest, AND sweet! Thank you again Tom and all that helped the transaction go smoothly. Also Dino was awesome! I hope if youre seeking a car that you consider going to Tom so you will have as positive experience as me.

Service department is in desperate need of a makeover. Team of mechanics are not getting the job done! Seems like quantity over quality is the mantra for this dealerships service department!Was told my vehicle had repairs done and was ready to be picked up. As soon as I seen my vehicle, I knew that work hadnt been completed (being as though it was a running board issue) as I was told. Total inconvenience.They didnt even check behind mechanics to see if work was thorough and complete before reaching out to me.I will now drive 50 miles to the next nearest cadillac dealerships service department!

This was my first service experience and I left with a great feeling of satisfaction. I felt truly part of the Cadillac family and not just an ordinary customer!

In Dec 2020, my wife struck a deer which caused front-end damage that included the grill, front driver sidelights, radiator, A/C components, and significant cosmetic to our 2010 SRX. I contacted USAA and said I wanted to take my vehicle to a Cadillac body and repair shop.I chose Moore Family Dealership even though they were 1.5 hours away; I assumed being in the Glen Allen area, they would have highly certified technicians and staff supporting the local population. My assumption was miss placed.First, as I was working on scheduling the repairs, Jimmy, the body shop manager, said he had openings and would get right to work. That was a significant misrepresentation he gave me. I heard everything from his non-COVID staffing issue, COVID staffing issues, shipping, and other flavors of scheduling drama Jimmy could present; it sounded like management issues. He did provide a 2020 SRX for my wife to use. After the work was completed and ready to be picked up, he confronted my wife for the miles she had put on the loaner vehicle. The dealership was fully aware how far we lived and would use that to their advantage later. Within the first week, the lights failed, and one of the bumper mount covers fell off. We took it back, and they replaced it within a few days. Within a few weeks later, the Stabilitrak message was displayed on the cars message notification board. We took it in again, and it seemed Jimmy and his team were able to clear the caution, which lasted only briefly. When the Stabilitrak reappeared, we took it back, and Jimmy said it was not from the deer strike, but it was a timing chain issue (Recently I received a Safety Recall from GM saying technicians have not been following proper service repairs which have resulted in these messages appearing costing costumers $$$). $3K minimum repair work was quoted over the phone, which I refused the service; I didnt trust the dealerships abilities in these invasive mechanical repairs. I did have another issue appear as the weather started to warm up, and we went to use the AC, it didnt work. My wife recognized that the air temperature thermometer was reading 19F when it was 80F outside. I called the dealership and felt that with all the work on the AC/radiator that they could quickly find the source of the issue. I was wrong again. My wife took it up once more and what they told her was it was a condenser issue and that the compressor had been replaced. We would need to have it repaired. I spoke to the manager about how Jimmy continuously talks condescendingly to my wife when I was not there and deflected responsibility. The manager said he would talk to Jimmy, but he called me within an hour, and his tone with me was defensive and supportive towards his body shop. I can appreciate that, but I took my 2010 SRX Cadillac to the local garage, and he found the issue within 2-hours, a damaged wire, most likely from the deer strike. His bill was $120. He even provided pictures.Bottom line, just because a dealership has the big fancy Cadillac logo and technicians with certified shirts doesnt mean they are good at their job, professional or have customer service ethics.Good luck with any service repairs using Moore Family Dealerships.

Moores Cadillac has provided us service for47 years. We have purchased new cadillacs and have always had excellent service. ThankYou to a great sales and service staff.Nancy and Don Vance

I called Moore Cadillac a few days ago to set up a service appointment. The call went to voicemail. I left a detailed message and waited about three days. I did not receive a return call. I called back on the third or fourth day and the call went to voicemail again. I called back several times and finally got a human being on the phone. I set up the appointment for today at 2:15. I called around noon to let them know that I was delayed. The call again went to voicemail, and I asked them to please call back if I needed to reschedule or not. Again, no return phone call. I arrived at about 2:45. The service dept was completely empty, no other cars at all. I pulled up to the kiosk and was told to pull to the end and someone would be with me shortly. I updated Facebook, returned a few emails, and chatted with my wife. I looked up and it was 3:00, and no one had come around to check me in. I had a similar experience late last year. It seems like theres a pattern of apathy at this dealership.

It was not a good experience because of the work that was done didnt last but the ride home the day before. After taking my car right back the next morning to show them that the problem came right back after the car was serviced and wasnt even offered any of my money back. 🤔

The worst service ever! The service manager is very disrespectful and none helpful. I took my Escalade in for a airbag recall. Once I received my vehicle back I noticed that some features on my truck were not working anymore. They wanted me to pay to have them look at my vehicle for something they did. Bill myer was absolutely a nasty person

Amazing customer service! Brought my car in twice in one month after 2 minor accidents and they were prompt and professional. I found the experience efficient and their staff easy to work with. Also big thanks to Jimmy for giving me a loaner car when I couldn’t get a rental through insurance!

I have had my company vehicle there twice in the last month and both time after pulling it in the bay I just stood there while every employee walked past me like I was invisible! I even had an appointment both times. I mentioned I needed an additional key on the 1st visit, the charged me for it but never gave it to me and couldnt find it on the second visit. I had to keep calling and go back before I actually received the additional key. THE SERVICE IS DEPLORABLE.

The best service as always. I wouldnt go anywhere else.

Second time buying a Caddy from Moore Cadillac and they went and found the exact car I wanted and had it shipped to Richmond from GA for me this time. Much thanks to My Salesman Mr. Sylvester Wright and the Moore Cadillac family.

Always a pleasant experience. I just purchased my third vehicle from them and they didnt disappoint. No pushy or arrogant salespeople here!

I had a wonderful experience. These guys are very professional and I really enjoyed the service. Sarah is awesome! She informed me about my vehicle and I didnt have to call her. I would refer her to anyone.

Staff was very friendly and professionalHelpful regarding future services.

Dealing with other Cadillac Dealers I have found no one who were willingly to do the things with discounts and rebates the way Moore was willingly. They treated myself and my wife with so much respect and appreciation we decided to buy two Cadillacs.

Joel in the Body shop does incredible work. Thanks Joel!!

This was my first ever online purchase of a vehicle.I ended up dealing with Emily as my sales associate. She was surprisingly not pushy at all...and to be honest...This ended up being one of the smoothest vehicle purchases of my life!Thank you very much for the professionalism and ease of whats usually a drawn out process!!Bonnie PFreeport

UPDATE: I spoke with the GSM through email, his response was professional and addressed all of my concerns. He made the situation right and made our voices feel heard. I have updated the review from 1 star to 4 stars because of this. Thank you Billy for thoroughly addressing our concerns in such a detailed and professional manner. Mistakes happen in any business, and Im glad to see that when they happen here they are addressed and corrected.Had a poor experience buying a used XT5, attempted to follow up with Billy the GSM through email on March 26th. It is now April 16th and have yet to get a reply of any kind. The experience was not what you would expect buying a luxury brand CPO vehicle from a luxury dealership that has been around for as long as Moore Cadillac has. There was no OnStar enrollment done (you literally get paid to do this for your customers!) nor was there any kind of teaching or explanation of features. Your customer went from a 2011 Mazda to a 2017 Cadillac (which logically should necessitate explanation of features and infotainment controls) and they dont even know how to shift the vehicle leaving the lot? I didnt want to write this review and I tried to address this privately but ultimately a lack of response brought this review to fruition.

Soon as I arrived at Moore Cadillac I was greeted and made to feel like they valued me as a customer. Service advisor Don kept me informed on progress of my service and came and got me in the above average waiting room when my vehicle was ready. Working out a service time and what was covered under warranty Rose was exceptional in her help

Work was done quickly, and finished in less time than I expected.

I had a wonderful experience when purchasing my Escalade at Moore Cadillac. Each member of the Moore team was kind, thoughtful, thorough and professional in every way. The owners, Jack and Carolyn made it a point to visit with me during my visit. Moore Cadillac is the best of the best!

To me everybody who works for a company is responsible for customer service to clients and internal customers. It does not matter whether you work in accounts payable or as a maintenance employee; you are part of the customer service team. With that being said when i took my 2017 CT6 to Moore cadillac for warranty work i was very impressed with everyone who i came into contact with during my visit.

Bought our 4th car there!!

Great service a year ago...going back soon so lets see how it goes

Great selection at Cadillac... although I’m still waiting to receive my accessories in the mail..

Fixed issues I was having with my Cadillac DTS. Friendly and fast. Got it towed to dealer in January couldnt pick up til 2nd week of Feb due to me being an OTR Driver so told them take their time. They called me back next day saying car was ready lol and wouldnt be an issue staying there until I came back home! Definitely will be returning for future work i need done!

Great first experience at Moore Cadillac Service, as I had a flat tire & needed the tire replaced (had the full spare on). They were timely & accommodated me with a personal workspace while the work was performed.

The service department here is always courteous and professional. I’ve been taking my Subarus here since over five years.

Outstanding Service!

I felt very comfortable and all of my needs were fulfilled.

Went to the showroom over the weekend and had an absolute bad experience. Seems the sales agent didnt have any intention to sell the car...Any question you ask...the answer would be No...showing complete unwillingness to talk to us....he was in an urge to continue the conversation with his colleague....not a good experience..

Dealt with service advisor Ms. Reid, she is extremely difficult to work with and her attitude is like she doing a favor to customer. I have other choices and places that I can go to get my Cad serviced, I will not go to Moore Cadillac any more.You wont find name, after seeing ms. Rieds attitude I had decided not get the service at your dealership.

My car was involved in an accident and through an unfortunate series of events it was towed by a HORRIBLE company. They were so rude that they brought me to tears on the phone. My mom called the service department at Moore Cadillac and was put in contact with Jimmy Brown. He immediately offered to help AND even accompanied me to the towing place to retrieve my car so that I wouldn’t have to go alone. He met me there with another tow truck so that they could get my car and take it to Moore Cadillac’s service/body shop for repair. He went above and beyond. There are no words to describe how thankful I am for his kindness and compassion. It’s genuinely nice people that can take the worst situation and turn it around for good. Thank you, Jimmy.

Moore Cadillac service has always been very satisfactory to me. Don Alley is a great service representative.

Moore Cadillac might be the most unfriendly service department I’ve taken my cars in close to 30 years of driving. They always treat me like I’m bothering them and they are very difficult in providing basic warranty work covered by the manufacturer warranty. There is no scenario in which I could see us being return buyers. Due to their horrible customer service they lost buyers who purchase a new vehicle every 3-4 years.

It’s very large. If you have somewhere to be early in morning. Don’t schedule service that day. I wasn’t inprocessed for my 730 appointment until 8 am.They did find my problem, kept me very informed on price, and didn’t get angry at me when I was, regrettably, a little annoyed at the wait time to even be seen.

Communication is all I ask for. No communication, no phone call. Dropped my car off and no one said anything thing bout keeping it over night. Just keep people informed!

Came in at 11 to get a keyfob replacement they told me it will be ready in 2 hours I waited in the waiting room till closed and they still could not fix it called a lock smith and he reprogrammed my key in less then 20 mins

The way I was treated deserves more than 5 stars!

This is probably the most efficient service department Ive ever experienced. Our service representative Gary is top notch. Came in today for an oil change. He had our service records up and offered additional maintenance service we never would have thought about. The waiting lounge is neat and clean. Never mind waiting for service to be provided. Never had an extensively long wait. Kudos to Moores Cadillac.

Moore Cadillac Body Shop folks were so professional and pleasant to work with. It was one of the most stress free experiences I have had and I just want to thank you for everything you all did for me! My car looks AWESOME!! The two people I had the pleasure of dealing with did exactly what they said they were going to do from the time I walked in and talked to Steve Holder who wrote up my work order and was patient while I talked to my insurance company on the phone to the day I picked my Cadillac up. Jimmy Brown is one of the nicest people I have ever met! He was the one who brought my car up to the body shop and then took me to the office to finish my transaction. I love my Cadillac and love the folks at the dealership! I have already told several people what a pleasant experience it was! Thank you so much! Sally Richards

Very smooth process . Thank you for a stressed free buying experience. Darnell 😍

Great people. Hard working and great experience.

Timely and thorough service at competitive price.

First time dealing with Moore Cadillac. Wonderful, helpful service staff and management. Worked with us to file part of the repair as a 3rd-party warranty claim. Fast turnaround, responsive to questions. Really appreciate their help and professionalism.

Went to Subaru for scheduled service and they didnt do detailing after being there over 6 hours! Limited shuttle service. Not so friendly or efficient now.

Never buy what the service department is selling

My first impression of Moore Cadillac was not a pleasant one. I decided to give them a second chance and I am so glad I did! Thanks Chris Tomlin and Rose for providing phenomenal customer service! I look forward to bringing my Escalade to Moore Cadillac in the future for all of my service needs!!!!

Kinda surprised, for the first time in over 20yrs & 3 vehicles being serviced here, we did not have a pleasant experience. Our current vehicle is still under warranty and it was quite disheartening to have to contact Cadillac customer service to ensure our update was handled appropriately by our service representative when were told its already updated (but we knew it wasnt) and back and forth until it was handled...then, Im not sure what to think of her telling us she wouldnt charge us for the update...when according to customer service / warranty its not a charge as its a courtesy to the customer.

Excellent service. I was in and out of there quickly. The staff are very friendly and handled all my concerns

I cant express here how amazing Steve Holder is Along with jimmy. Super Amazing work. I love Moore Cadillac. And these two men just make it a Thousand times better. Cant Thank you enough. You all did such an amazing job on my Cadillac I am going to be a forever Cadillac Customer.

Rose and the rest of your staff were amazing!! They provided prompt service and aimed to please. Definitely what I would expect from a reputable luxury car dealership. My family and I are grateful for Moore Cadillac and are excited about future visits.

Ive been a Cadillac user for more than 7 years, buying a new car every 3 years. All Cadillac dealers I have been dealing with have been wonderful, until I received this very bad treatment today from Moore of Richmond.I picked my oil change appointment through their website. They had many openings, so I picked the 12pm appointment, as they indicated (it was available). When I got into Moore of Richmond service at 12pm according to my appointment, the front-desk person said it was their lunch time and they wont start working on my car until 1pm, and he offered me to reschedule my appointment but I had no other time to reschedule, having driven half an hour from my office to get to their location.I am fully booked every day of the week and travel very often, so this issue is detrimental to my schedule. So, I was baffled and asked him why I got 12pm appointment if they dont work at this time, and he responded rudely. He simply shrugged me off as an inconvenience, and I was told to complain to the manager.The way he talked to me wouldve been considered rude at a fast food restaurant, not even trying to hide the disrespect in his voice. This treatment is not one you could imagine being slapped in the face with at a luxury car dealership; as I can confidently say I didnt feel I was in a Cadillac dealership at all.I am a doctor, and I dont imagine giving my patients an appointment, at the busiest time of day, then have my front desk shrug their shoulders and say that they can talk to someone else if they had a problem waiting. Something worth mentioning is that the person informing me of this didnt utter one word that could even hint him feeling apologetic.I understand that a mistake could happen, but I cant stand customer service being rude to me. I will go ahead and file an official complain to Cadillac.

They always have a great selection of Escalades.

First time I tried to get in touch with Jimmy Brown, after 6/11/2019 because my car was not complete, I called him and left him voicemail he never returned my call. Then suddenly on this past Monday 6/24/2019 he calls me 3 times and leaves me voicemail that saying my car is ready to pick-up between 2 pm to 5 pm. (Remember my email I was on my way to Indiana for my certification class) So when i was in rest area I returned his call. He did not answer after I left my voicemail, he called me right away. Saying that my car was ready, so I explained him that I was not going to be able to pickup my car till Thursday 6/27/2019 because of my certification class, apparently Moore Cadillac was responsible for my rental because the completion time of my car changed so he was like telling me that I would be responsible for the remaining rental because car was complete on Monday. I told him that I will talk with my insurance company and you since I have emailed you regarding this matter. (If he were to return my first initial call everything might have been different so I could communicate with him) anyway. Then yesterday when i went there to pickup my car, he tells me that I did not tell him that I was coming today to pick the car up, so car maybe dirty, however if I can wait 15 minutes he could clean the car. At that point I cant wait because I need to go to my meeting (plus I thought My car was ready on Monday for picking up so how it get dirty in 3 days did they drive around ??? ), however and he also asked me to check the car repair see if I am satisfied, first of all I am not mechanic, second of all how am I going to look underneath my car to check the brakes, so this was total garbage customer service acting like he cares but he really does not. So I told him exactly how can I check, if you say you repaired it you repaired it. I was about to leave the parking lot then i noticed my blinker was not working correctly, he said it might not happened because of the accident, I told him that I took care my car very well (I can prove that with my regular Mechanic) he said he will not get in to words with me (sarcastically) he said customer is always right. So I asked him how long would it take for them to look at my blinker he said 15 to 20 minutes, I said then i may have to bring the car back because i had 10 minutes for my meeting, but I would bring my car later, and I asked him to remember me because I did not have any documentation regarding my blinker, he again sarcastically oh I will remember you dont worry. So I left. Then I realized my stereo was not working because they unplugged it and needs a code (apparently it is a theft protection) I called my regular Honda Mechanic they told me where can I find the code. So I bring my car to this shop for fixing and I get more problems, they should have fix my stereo.I took my car back next day, so mechanic heard the sound as well and take it back to shop, and apparently they did not fix it right first time, and they fix my blinker.TERRIBLE TERRIBLE SERVICE and communication STAY AWAY FROM THEM,

I think the most impressive thing about my buying experience was the kindness shown me by everyone.Andrew and Billy were so supportive and understanding of my situation and were very helpful.Andrew is a delight. He explained all aspects of the car to me clearly and could not have been better in any way! Hes exceptional at his job.

Gary and the Moore Cadillac team always do a great job for us. Our vehicle always comes out better than it went in, and drop off is seamless. Great job everyone!

I made a service appointment online and selected the special $50 promotion offer for combined oil change and tire rotation. However, when I went to check out, I had been charged full price for each of these services. I had to spend extra time working with the associate collecting payment to look up the offer online and apply the discount to my invoice (she was very helpful and willing to assist me). It would have been a better customer service experience if the special promotion that I selected through my online service appointment was reflected in my invoice. I was also supposed to receive free labor on the installation of my new wiper blades (another online promotion that I selected) but I let it go since it was only $10 and I didnt want to waste any more time on the check out process.

Good place to buy cars and service

Very fast and efficient!

I called to make a service appointment for an antique Callidac. It was a unique vehicle and I explained this to the man on the phone, and I specifically noted the year. I told him I only wanted Cadillac parts and service, and we scheduled an appointment for about a week later. No one ever called to confirm my appointment, but I drove 45 minutes across town anyway. When I arrived, the man I spoke to on the phone nonchalantly said “oh I meant to call you and tell you we actually can’t work on your car.” No apology, nothing. When I asked if he could just inspect it (it was due for inspection) he said no. When I asked for a recommendation of a shop that could work on it, he told me to use Google. I was then told by another worker that my vehicle was “in the way” and I needed to move it. No one ever apologized for wasting my time. Very disorganized place. I expected much better from a “luxury” dealership.

My insurance company recommended them in regards to body work/repairs. the damage was mild and they said itd take 2-3 days and it took over a week. i had to follow up constantly to figure out what was taking so long - waiting on parts which i cant figure out why that takes over a week when they had the estimate of what was needed. i would not recommend them to anyone unless youre not in a hurry to get your car back .

It is so comfortable in the lounge at this dealership that I keep walking around to keep from falling asleep while waiting for my car to be serviced. And the staff seems like they have come right out of a Dale Carnegie business etiquette training program by their professionalism to all their clients, I mean you leave there thinking that you are their most important customer in the entire world, or at least thats how I feel. Really, and on the real side, I literally leave there thinking that I am very special based on my interactions with their service and other staff including their sales staff.Also, to add, this is not some Johnny come lately experience, no, this interaction between Moores Cadillac and myself has been going on for almost four, 4, years.

It was my first time going through Moore Cadillac for a service and I was very satisfied with the in-processing, waiting and out-processing. Chris Tomlin assisted me from the beginning to the end. Chris was very helpful and professional throughout the whole process. The waiting area or customers lounge was clean and had snacks and coffee for the customers. My overall experience with Moore Cadillac was very good and I would definitely go back there to receive other services for my car in the future.

AOK Great Service

Made the 45 min trip twice to come look at a truck. The first time arriving I was told an employee took it home to show his son the truck but was told there are other trucks to look at. Told them no, that I came up there to see the 1 truck and advised I’ll be back later this week to view it. Checked the website before leaving, and once there, truck was still on there and on the lot in the used care section. Go inside only to be immediately told it’s sold. Once I start asking questions I’m told that the same employee placed a deposit on the truck but hasn’t completed the paperwork but it’s still not available.. still trying to figure out how any of that makes sense..Long story short: 1. employee’s, and their family, get special treatment. 2. No matter what is going on with a vehicle it’ll show available but once your there you’ll find out the true status and if it’s not available they’ll try to get you to look at something else.

The Suspension System light on my Cadillac CTS indicated that I need to replace a strut to the tune of $1000!! When Moore did the work, the light remained on indicating a wiring problem, not a strut problem. They could have very easily left the new strut on (even though it wasnt necessary) and charged me the $1000, but they did not. Instead, they simply repaired the wiring, put the old strut back in, and charged my $300. Thats an honest dealer!

Came for an oil change and tire rotation on 11/9. When I got here, the gentleman who checked me in, Don Meyers, didnt even pay attention to which car was mine. He got into the wrong vehicle at first. Then he said it would be about an hour, and I have been in the waiting area OVER THREE HOURS, and they havent come in to tell me my car is ready. I went out to check on the ETA, stood at the desk for a few minutes, and wasnt even acknowledged by anyone in the service writer bay. I came back into the waiting area and am still waiting. Several other people came in for apointments after me and have left already. Not sure if they have forgotten about me or what, but if they knew it was going to take a while longer, they should have told me and offered transportation home. I finally caught up to Don Meyers and asked for an ETA, and was told hed get right back with me. That was 15 minutes ago. This is not the service I am used to here.

Great customer care. Good product, good people. They do it all for you making car buying and car care easy.

I needed a part for my 2003 CTS and they ordered for me right away. When I went to pick it up, it was waiting for me and there was not a seconds hesitation in handing it to me after I told them who I was and showed my ID. As I was preparing to leave I asked the quickest way back to I95 and the receptionist called someone who could give me directions. The directions saved me a lot of time and frustration from those on my phone. I am so grateful for the help, both with the part and the directions. I will always drive the 70+ miles to Moore Cadillac in Richmond because of their quality service and professional standards. I have tried other dealers and suffered the consequences, both in customer service and repairs/maintenance.

Very GREAT service. I needed to get my oil changed on my truck but wasnt returning to Alabama for another month. Moore Cadillac was exceptional. I spoke Chris Tomlin and he assisted every step of the way. Again Moore Cadillac was exceptional.

Got there at 8:45AM to get a recall done. The man who spoke with me, Don Meyers, took my keys and walked over to where I had parked my car without saying a word to me, then came back and once again wordlessly handed me some papers to sign, not even asking about the appt. I had made or confirming why I had come in. I went home as I was told it would take most of the day, but didnt receive any notifications or updates. Finally, at 4PM, I called to check for an update. I was transferred to Don Meyers again and it went to voicemail, finally went over with my fiancee since he decided to pick up when she called and said at 5Pm they were working on it. We went directly to the dealership and had to flag Don down to talk with him. He told us five minutes then walked away. There was a woman in line before us who had just went to the waiting room, and I overheard Don loudly refer to her as the crazy lady to another of his co-workers. Finally got the keys to the car about 15 minutes later, with no instructions of where the car was in the lot. Finally had to flag Don down again, when he condescendingly asked for the keys and started hitting our panic button until we found it. Don told us all the cars look the same to me. even though he had just helped us with it fifteen minutes prior. If Don Meyers is the face of this dealership, they are in serious need of a change in staff.

Great selection of vehicles, that being said, it is a Cadillac Dealership. If youre looking for a luxury car that offers style and thats dependable this is the place. Be sure and bring your checkbook.

Be prepared to have an attempted emptying of your bank account. So called Maintenance Fees!! A joke!!!

Very clean and professional dealership to do business with.

I own a 2017 Subaru Outback. I have been using Moore but never again. The price is unreasonable for basic service. I realize dealerships are more expensive but 100 dollars to change2air filters is unrealistic and plain robbery. If I could give 0 stars I would.

This is hands down the worst car buying and servicing experience in the Richmond market.i ha e owned 5 Cadillac vehicles over the last twenty years and have literally never had a good experience in this dealership. I have enjoyed all of the cars, but until there is another dealer in town or I move out of the Richmond area I will never own another. It just not worth it to be treated this poorly!

If I could give 0 stars I would. I was there for an oil change and they basically forgot that I was there. I walked out of the waiting room to see if they had forgotten me and sure nuff! THEY DID! My car was ready an hour ago! I probably would have been locked in the building! Dont think ill do this again! SMDH

Excellent service department. The pricing is also very reasonable. Ive had nothing but good experiences at this dealership.

Very nice staff. They were also very knowledgable. We got a great deal on the used BMW we bought there. The showroom was clean, as is typical of a showroom. The bathrooms we very clean.We were already preappoved so I can not speak on the finance department as whole. Our brief interaction with the finance department was pleasant to say the least.

A little disappointed that I had to purchase a $290.00 Battery for a vehicle in May that I purchased at the end of February! Just seems that the time frame is awfully short for my vehicle needing a battery when I just purchased it in February, however the service was good.

TL;DR: Their body shop doesnt return calls; doesnt know how to prioritize work; doesnt take responsibility for your loss they caused; doesnt have the skill to deliver work at par with industry standards; doesnt respond to your complaint.***As a happy Subaru owner, I just moved to Richmond, and I needed to fix the dents on my front bumper and repaint it, so I chose Moore Cadillac Subarus collision center. I thought a body shop attached to the dealership wouldnt be bad. Man, how wrong I was!At first, to get a quote, I couldnt make an appointment on the phone, because they seldom pick up the phone and they absolutely wont return your call.When dropping off my car, the collision center manager told me it was likely to get my car back within 2 days, although no guarantee. And given this was a $600 work, they wouldnt give me a loaner. (This was new to me. I had my bumper painted before from an out-of-state subaru collision center, and this wasnt an issue.) At the same time, I requested a quote on another body work.On Day 1, I called, and left my phone number in the voice mail, but again no return call. I called back on Day 2, the manager told me he had called me twice, but I didnt receive any call. It turned out, he wrote my number wrong. Fine, I was glad we were finally connected. Then he told me they couldnt paint my bumper before hearing from me on my decision for the other quote. They thought it made sense for THEM to work on these two projects together. But for ME, it made zero sense as they were separate projects, and I had told them I wasnt sure to do the other project yet but needed a quote first. Apparently they didnt understand how to prioritize work. Just because of these, I couldnt get back my car by the end of Day 2. As a result, I needed to extend my car rental over a weekend. I asked him if I could get a loaner. Again, I was politely refused. If he got my phone number right, or professionally returned my call on Day 1, this wouldnt even have happened, and I wouldnt have spent another $100+ for the rental car. Anyway, this time I was told my car should be ready at 11am on Monday.On Monday morning, I called again, I was told my car would be available to pick up at 1pm. I arrived at about 1:30pm. No surprise, my car still wasnt ready, although the painting was done. I had a company meeting at 2pm and already returned my rental car, so I had to ask them to drive my dirty car out and left.Now more importantly, after so many dramas, if the workmanship is steller, I would probably not feel this unhappy. They did fix the dents, but the painting work is terrible, far from the standard. Not only that, there are also new scratches, and funny enough they even didnt bother to patch it before clear coating it. Last time when I had my bumper repainted, my previous body shop delivered a flawless artwork to me. Here, I can only blame myself for choosing them blindly.Anyway, please, please go anywhere else for the body work. They dont manage business professionally, although politely; they dont care their customers time and money; they dont have the skill level to do a good job, either. I wasted money with them. I probably need to have my bumper redone somewhere else.

Quick and easy; they seem to value your time.

Moore Cadillac serviced my 2017 Cadillac. I was very pleased with the work done on my car. This was my first time in their service department. I will use them again.

If I could rate lower I would. My father and I were in to purchase Cadillac SLX, and after two hours and a complete deal (including us leaving a trade-in vehicle) they refused to release the sale car until tomorrow. Why? Even with half of the payment price in hand, and a guarantee from the credit union the loan was approved and funds would arrive the next day, the used car manager refused to approve the sale to drive off the lot. Even when my father had terrible credit he wasn’t treated like that. Not okay.

Husband went in to have recalled airbag replaced. Was quoted 1.5 hours on phone. When he gets there, they tell him there’s a recall on some computer part as well, so now it will take 3 hours.When they return the car, he drives away realizing the speedometer no longer works. At all. There was NO PROBLEM with it going in. And remember— this was for a RECALL. Something we had to take time out of our day for that wasn’t OUR doing OR normal wear and tear. Fun. We actually value our time and would like to do other things with it.When he went immediately back and asked, they kept saying, “We didn’t do it.” Over and over. The manager did the same. Like parrots or those birds from finding Nemo. “We didn’t do it.”The outcome should’ve been to take a look and show the customer why, all of a sudden, their speedometer wasn’t working... whether they “did it” or not, any normal person would apply causation.But instead they chose to deny and cause major anxiety for our family while we deal with this. How nice.Subaru corporate (dealership sells both) was appalled to hear about this and are investigating the complaints against the dealership for this.Wish you could see the actual instructions for what they repaired for the recall that I attached in my Facebook review.Looks to me like... they DID IT.

Poor relationships with surrounding businesses that cost the unsuspecting customers

Excellent, from salesman to service. I been buying cars from Moore Cadillac since 2008 and have always been satisfied.

Great service, done fast.

If I could give it zero, I would. This week, I lost my car keys and thought the dealership could just make new ones. After the car got there, they said it would cost $180. Though it sucked, I thought I’d swallow the cost. I agreed to this price. I am directly quoting the SAAB technician: “ I can do the job for $180”. The next day he calls and says he needs to put in a new car part and it will cost $1000. I did research and found out the part does cost $1000, so again I was frustrated but understood the issue. The only bright side was he said, and I quote, I can have it done tomorrow (well Monday since we talked on a Friday, so 1 business day). Again, he gave me miss information and he told me on Monday that he could not repair the car for 3 WEEKS. He said it was not the dealerships fault since the part was on back order. I began to feel uneasy, so I did research that night and even talked to some mechanics, and they said that was a complete fabrication. It turned out that the part always takes a week or two to come in. So now I began to realize that the Saab technician was either lying to me, or incompetent. Either way I was determined to remove my car from their property. Before I go on, I would like to note that they had done no work on my car in these 4 business days. I sent a tow truck to their premises to take my car at midday and I got a phone call from the towing company that it had been turned away since there were “charges yet to be paid.” I was livid and I eventually had my dad call them (I am a young man and now felt they were doing everything they could to trick me into giving them money) I told my dad to call and inform them that I am contacting a lawyer friend of mine and he did. It is funny how minutes later I received a phone call and was told they “made a mistake” and there were no charges. The reason it was funny is because 9 out of every 10 times I called them, it went to voice mail previously. I re-sent a tow truck and informed the owner that it would be there by 5:30pm. He had the audacity to tell me that “it better be” since they close at 6. I was left thinking about how I sent them a tow truck at 12 and now he is telling me to hurry up. It was unbelieveable. By 5:30 I had my car and sent it to a nearby mechanic. The next morning my car was ready at the mechanic and I only had to pay $300! Moore Cadillac then called me the next day and said “we never miss lead you and You just did not agree to our price.” Moore Cadillac is full of swindlers who would just as soon rob an elder woman than give you the time of day. If you want to be ripped off, go to Moore Cadillac.

Friendly but sometimes it feels like they are overselling just like other dealerships seevices depts.

I bought in my Cadillac 2010 SRX for scheduled maintenance. My appointment time was great and my Service Professional, Chris Tomlin was as always friendly, helpful and knowledgeable. My vehicle was serviced and ready to go in a timely manner. As always, I was happy with my visit.