Moore Cadillac of Chantilly

I have always had the car serviced there but I won't anymore. The price was high but we've always used them because we bought the cars there. The sales rep is just excellent and she always gets us in and takes good care of us. However the work done is not good. I had a service, took the car in, they take forever to do basic services, I mean, so I left the car, dropped it off, picked up, came back, brought the car home, put it in the garage, the car was dirty. They were suppose to wash it, they didn't get to it because they were dragging their hiney all day long. So I took the car the next day to wash it and I found there were several scrapes on my back fender, well those scrapes weren't there before I took it to the car dealer and the only place I'd been that day was the car dealer. So I took the car back to them and showed them the scrapes. They gave me a ration of crap and said, well you must of got that at the Sam's Club or something. I said, you don't understand, I didn't take anywhere else but here. So they were real butt heads about it, the interesting thing is a friend of mine had a service about July of last year and they backed something into her car and had to replace a bumper. So they're just not careful.

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I lease a Cadillac and they take care of everything. I don't drive very much so.

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I've been a Moore Cadillac customer for over 18 years, and have purchased three Cadillacs from this dealer.  Most recent visit was a nightmare, unlike any previous experiences there.  I took the car in for service on Nov. 18, 2014 and work was
not completed until Dec. 5, 2014.
The car needed major engine work as it turns out, to repair a blown engine head gasket and replace broken motor mounts.  The head gasket problem is a common and well known flaw in these Cadillac Northstar engines.  The quality of the repairs does seem to be good; the car runs smoothly now.
Car was initially promised to be ready for pickup on the day after Thanksgiving, but was not ready until Dec. 5th.  Had a dispute over payment for services.  The service adviser was actually very professional, and suggested that I talk to management. 
Went up the management chain to the Field Operations Director, who was extremely rude.  During the conversation, I was informed that "GM says that any car with 100,000 miles on it should come off the road."  That is an exact quote.  This
demonstrates the mentality of both this dealer and Cadillac.  The car had approx. 97,000 miles on it at time of service.
I had a 3rd party warranty at the time of service which only covered the cost of a rental car for 6 days.  Unlike other luxury car dealers in the Washington Metro area Moore Cadillac does not provide loaner cars.  If a customer has a GM warranty or extended service contract, they will pay for the basic cost of a rental (no optional coverage) for a limited number of days.
Based on my experience with Moore Cadillac, I filed a complaint with General Motors.

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They're very accommodating and very easy to work with. If I needed car, sometimes they have cars there available. Its very positive. I don't have any issues with them. They're very friendly and get the car done on time. I have been going to them since I had the car in May. They're convenient for me, they're just down the road. They have convenient hours. They have Saturday hours if I need that. I can rent a car there. Its built in to the maintenance plan I bought. They do a 3.0 point check on the care. I'm not really sure the check points. They also do a car wash at the end of an oil change. They take the car to the car wash. I don't know if they vacuum. I'm very happy with them.

I went to the dealership to get some information and take a test drive in a SRX.  I told them that I didn't live in the area and was just down visiting family.  At this point the salesperson did everything he could to get rid of me.  His answers to my questions were brief; giving me no real information.  When I asked to take a test drive I was informed that the "demo" was out and that I would have to wait for about half an hour until it returned. I said I would come back.  Instead of returning I wrote this review.

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My experience with Moore Cadillac is great. They have a dedicated service adviser. They're efficient and very nice. Their price is online with any Cadillac dealer.

I've been a Moore Cadillac customer for over 18 years, and have purchased three Cadillacs from this dealer.  Most recent visit was a nightmare, unlike any previous experiences there.  I took the car in for service on Nov. 18 and work was not completed until Dec. 5.  Car is a 2006 Cadillac DTS, Luxury III model.

The car needed major engine work as it turns out, to repair a blown engine head gasket and replace broken motor mounts.  The head gasket problem is a common and well known flaw in these Cadillac engines.  The quality of the repairs does seem to be very good; the car runs smoothly now.

Car was initially promised to be ready for pickup on the day after Thanksgiving, but was not ready until Dec. 5th.  Had a dispute over payment for services.  The service adviser was actually very professional, and suggested that I talk to management. 

Went up the management chain to the Field Operations Director, who was extremely rude.  During the conversation, I was informed that "GM says that any car with 100,000 miles on it should come off the road."  (My car currently has approx. 97,000 miles on it).  This demonstrates the mentality of both this dealer and Cadillac.

I have a 3rd party warranty which only covered the cost of a rental car for 6 days.  The rental wound up costing me a fortune out of pocket, over $1,000.  The dealer does not provide loaner cars.  If a customer has a GM warranty or extended service contract, they will pay for the basic cost of a rental (no optional coverage).

I have filed a complaint with General Motors regarding my experience, and am awaiting response.

I have used this dealership for the last year for car service and parts. What is almost certain is that you will be waiting for quite some time if you are getting service done. Your best bet is to just drop your car off if you can or get a rental. I recently went there for an oil change and state inspection. I waited for over 4 hours for my vehicle to be finished. When I looked at my receipt, I was charged for a service that should have been free. Ordering parts can also be tricky. I recently ordered a part and even after confirming the specific part I needed, the employee ordered the wrong one. I waited another week before calling to see if the correct one was in. I was told it was, but I wondered why no one had called to tell me. I made another trip to the dealership to pick up the correct part and pay the difference in price. When I get home, I noticed that I was double-charged on my checking account for the same amount. Bottom line is this: be prepared to wait and triple check your charges. While the employees there are very professional and kind, there seems to be some workflow management issues in the service department. The work they performed on my vehicle was satisfactory, but I shouldn't have issues every single time I go there.

I was happy with them. The service was fine. I made an appointment and went there. My car wasn't done. I was frustrated and when I went half a mile, I got a cell phone call. The guy was very apologetic for not having the work done. They certainly made up for it. They gave me another car and they gave me a Cadillac. They made up for it very nicely. Next morning when they did the car, they gave me the car and took his Cadillac. They brought the car all the way to me. They were fine; I have got no complains. They did a nice job of covering the issue. I would use them in the future.

This experience relates to my 2005 Cadillac DTS which was due for Inspection and was leaking coolant. Moore Cadillac has a well staffed and clean service department with a very nice customer lounge with leather sofas and flat screen TV coffee etc. You pull up to the service department door, the door opens up and you drive your car into the service drive area. Nice! There you get out and the service advisor offices are all nearby. Find your service advisor and they take it from there. The service advisors are pleasant people, always refer to you by name. They took my car in, they had it about 30 minutes and the service advisor came in and gave me the bad news about the coolant leak problem I was experiencing. My Cadillac has the Northstar V8 engine and although it has low mileage, the Northstar V8 engines are notorious for having premature coolant leaks and they are an absolute pain in the "A" to repair--the coolant crossover repair requires major disassembly of various engine components to get access to so the labor charges are staggering to say the least. Most of the time the problem occurs under warranty, but in my case the warranty was expired so I pay-- and pay big. Since I was already looking at a big bill to fix the leak, I decided to do the other things the car needed such as brakes and battery, wiper blades etc. The repair was going to take a while so the service advisor arranged for a loaner at no extra charge and off I went. The next day the repairs were completed and I picked up the car. The work has a one year warranty and so far so good. I rate the service experience at Moore to be excellent, but their prices for labor and parts are in my opinion very high when compared to smaller shops--but I'm paying more for nice facilities and quality customer care.

The work was performed great! I thought the repairs were exactly as estimated and fixed as just as it came off the assembly line. The vehicle took 2 additional days more than estimated, which wasn't an issue. However, I do believe their customer service has major issue. I had to continue contacting them for status and completion. The only contact they did was to provide the estimate initially. Then, when they advised it will be done by x time that day, I returned the call to find that it won't be ready. Next day, they didn't even bother contacting me. I had to call them mid afternoon to find out they are still working on the vehicle. I felt like I kept bugging them for update. I only asked the front desk to call me for updates so that I can make arrangements to pickup the vehicle and drop off the loaner, but it's like pulling teeth attempting to find out the status. They stated that their normal front desk person is on vacation, but you can't USE that as an excuse not to inform your customer.

Very satisfied! I obtained a repair quote then brought the vehicle in two days later to start the repair. I rented a car onsite which was very convenient. All employees were courteous and responsive. The work was performed pretty quickly. A small delay was caused by a wrong part being received, but I was informed of the delay right away. They made an effort to make sure I got the vehicle back before being charged an additional day on the rental car. The car was returned to me cleaner than when I brought it in. As far as I can tell the repair was just fine, the new bumper looks good and the paint is a perfect match. The charges were exactly as quoted. I would use them again.

Generally good customer service. Obtaining a service technician at the dealership can sometimes be confusing. Only gripe, over a 4 year period of servicing a vehicle, I was only able to get my car washed 20% of the time after having the car serviced even though they have it as "complimentary" service.

I bought the car from them 7 years ago and have always been pleased with them. I would put them in the highest category when it comes to auto service. I will definitely continue using them in the future for any other work I may need on the car.

I originally purchased my car there in the name of convenience. They used to be right here in town but now they have moved to Chanting so I will have to find a new dealer. Their work is top notch and I would recommend them to others.