Pete Moore Imports - Service Center

We bought our VW ID4 from Pete Moore and had the best experience, however their service department does not live up to the same standards. We live 80 miles from the dealership and had an appointment for experience, however their service department does not live up to the same standards. We live 80 miles from the dealership and had an appointment for a recall service. I showed up at appointment time and was told the one tech who could work on the vehicle had been sent away to a special school that day. When I asked why I hadn’t been called they just said they were too busy. So I drove an hour and a half for an appointment that should have been cancelled when they knew their tech was not going to be working. When I called back later to discuss rescheduling, whoever I spoke to reiterated that they are too busy to take care of details like that but that lucky for other appointments that day, the people who had scheduled later in the day were notified of the technician being out. No apology was made or goodwill gesture of offer of a car wash for my time. We’ve since taken our car to a different dealership and been much better satisfied. It’s a shame the service after the sale is lacking because the sales team is excellent and professional. More

I wanted to do a follow up to the review that was sent for a service visit that was done on 24 April 2023, for an installation of a Bumperdilla. Originally the installation was not done correctly and a r for a service visit that was done on 24 April 2023, for an installation of a Bumperdilla. Originally the installation was not done correctly and a review was sent to Pete Moore Imports in response to that installation. However, after talking to the Service Manager, Monty, he assured me that this was not a normal service visit for this dealership, and he wanted to make sure they got it right. Monty followed up with setting up an appointment to get my VW Atlas back in to the dealership for a New installation of the Bumperdilla, and within 24 hours, I was able to get my Atlas in for the New Bumperdilla, and was in and out within 45 minutes. Although I was not satisfied with my first installation, the Pete Moore Import Service Department went above and beyond to make sure I was happy and satisfied with this installation of the New Bumperdilla. I was impressed with the Excellent followup service by the Service Department, Service Manager Monty and a special shout out to Mark Torelli, for his outstanding customer service. Thank You for making this service visit a five star experience !! More

10/28/2022 - The ladies who answer the phones and direct your calls are rude and dismissive. I had to call 3 times to get to the service advisor that I worked with previously and all I got was his Voicemai your calls are rude and dismissive. I had to call 3 times to get to the service advisor that I worked with previously and all I got was his Voicemail. The first time I called, she was rude and transferred me, then when the call came straight back to her, because service did not answer, she hung up on me. The 2nd time I called she was even more rude, like I was wasting her time?? The third time I called back - again RUDE! I finally got to a voice mail for service. I am just trying to get my vehicle in for a check engine light that has come on AGAIN. I am still smelling antifreeze and the brake noise is getting worse. Our Initial service date - 09/01/2022 The service department does not follow up as they say they will. I called and requested a loaner/rental for when I brought my 2022 VW Atlas for service because we paid for this with our gold package. I was told one would be available for me when I got in. There were no cars available, anywhere, and I had to call for a ride home. The vehicle was in the shop and my complaints were: Check Engine light on, Brake noise, and coolant smell when driving. When I returned to get my vehicle I was told there were two different issues which were sent to VW to figure out, the service center did not know what to do for them. For the Check engine light - The service center told me they would call me back when VW provided the feedback and that a car would be available to me. For the Brakes - harder composite material used and it is normal for some noise- I'm ok with that for now. Coolant smell - system is sealed and due to air bubbles in the system it causes the coolant smell - they removed the pressure cap to let air out - (air is going right back in) should not have the problem anymore. Guess what? still smell the coolant every time we drive it. I have yet to receive a call to advise on the two codes that were sent to VW Service Support team. Would be nice to know what is going on with the Atlas. Courtesy, do what you say you will do. More

2 Decades of Excellence!! While a (very) few names (Service Advisors) may have changed over the last 20 years, the outstanding service @ Pete Moore has not! Irregardless what t While a (very) few names (Service Advisors) may have changed over the last 20 years, the outstanding service @ Pete Moore has not! Irregardless what type of car, major/minor repairs, scheduled mtc or "warranty" work - the Service Department @ Pete Moore in Pensacola has consistently been EXCELLENT!! I thought it was largely due to "my" Svc Advisor, whom I worked with for over a decade. But when he had to leave for medical reasons - Jay Rosenfeld - who also remembered and knew me from coming in - immediately stepped in to take care of me. These guys and this entire department are just exceptional, straight forward, friendly and "cool"! You feel like "family" while checking in & out. No surprises or confusion here. Everything is explained in a simple, easy manner. I "used" to shop around, compare prices. And when I did their estimates, parts, etc. were always better. But the REAL VALUE and Deal, however, is "what they do and how they do it" (very thorough). It's hard to describe or explain, but they are simply "different". And better. They "catch" (see) things before they get costly, or dangerous, or leave you stranded. One unnecessary part, repair, etc. - which seemed to always be the case elsewhere - never occurs here. Sometimes they do find additional issues while working on my car, which is what I want them to do, but will always call first to discuss. They don't try to "scare" you or pressure you (nickel & dime you with add ons) into doing additional or unnecessary service. They are not "selling", which many other shops, dealers, etc. definitely do. They focus on the problem, reason you first went there for. And FIX IT - the first time! Again - no surprises here. They do what they say. Communication is superb. Service is outstanding. You won't need the Manager, Mike Kern, but he is always close by, and accessible. Mike is positive, upbeat, always smiling.....and it rubs off into/onto the entire department. These guys are such a "pleasure" to deal and work with, they make "having to go & fix your car" even Fun!! I simply can not say enough about this Svc Department and everyone who works there. Go there and you will immediately "see" (and feel) the same!! A.J. Ordoyne More