Front Royal Buick GMC
9015 Winchester Rd, Front Royal, VA 22630
Google Customer Reviews
Dan JonesFeb 9, 2025
Rating:5 stars out of 5 stars
Rating:5 stars out of 5 stars
“Great people. Felt very welcome and didn't feel like I was forced/pushed into something like you normally do when buying a car. Heather is an awesome saleswoman. Great overall experience here for me.”
Jeremy DeLangeJan 31, 2025
Rating:1 stars out of 5 stars
Rating:1 stars out of 5 stars
“I want to start this review by giving a big shoutout to my sales representative, Heather, and finance manager, Devon. They were fantastic to work with, and I have zero complaints about their professionalism and customer service during my recent vehicle purchase from Front Royal Buick GMC.
The Experience:
My journey began on January 8, 2025, when I drove an hour and a half to check out a few trucks I had seen on the dealership's website. As I was driving through the lot, Heather was standing outside in the freezing cold and stopped to greet me. She immediately grabbed some keys, and we started looking at the truck I was most interested in. After a test drive, we sat down to go over the numbers. Unfortunately, with my trade-in, we were too far apart in price to make a deal that day.
After returning home, I listed my vehicle on Facebook Marketplace and sold it within two days for $9,500 more than the trade-in offer from the dealership. With my trade-in out of the equation, I reached back out to Heather and asked for the best price on a different truck they had on the lot—same year, make, model, and trim, just with slightly different options. She sent me a photo of the deal, which included my name, address, phone number, dealership details, vehicle information, and a full breakdown of all line items: Retail Price, Savings + Rebate, Selling Price, Taxes, Doc Fee, Government Fee, and the total out-the-door price.
I called Heather shortly after receiving the deal and told her I wanted to move forward with the purchase. Since I likely wouldn’t be able to return until the end of the week, I asked if I could put down a deposit to hold the vehicle. She informed me that the dealership didn’t accept deposits, but I decided to go ahead and start the credit application anyway.
The Bait-and-Switch Attempt:
The next day, I found a ride and made the 1.5-hour drive back to the dealership to finalize the deal. When I arrived, Heather told me the truck was in the detailing bay. She brought it over, I took it for a final test drive, and then I was ready to sign the paperwork.
However, when I sat down at her desk, I noticed that the deal sheet had changed. The same document format was there—with my information—but the total price was now different from what we had previously agreed upon.
A new $1,995 charge had been added for “shipping and freight,” along with an additional $1,000 in discounts, meaning the total was now $995 higher than the agreed-upon price. I immediately pointed this out to Heather, who went to get the sales manager.
The sales manager came over, and I showed him the original deal sent to me on my phone. His response?
“We’re losing money on this deal… etc., etc.”
Then he tried justifying the charge by saying:
“Well, if you look at the website, we can charge… etc., etc.”
I asked him point-blank: "Am I supposed to receive an official deal sheet from you and then go cross-check fine print on the website?"
At that point, I was ready to walk out without the vehicle. As I got up, the sales manager asked me to give him a minute and walked back to his desk. After some back-and-forth, he returned and agreed to honor the original deal. I finalized the paperwork and left with the truck that evening.
Final Thoughts:
This was, without a doubt, the shadiest situation I have ever encountered at a dealership. This was a 100% bait-and-switch move, hoping I wouldn't notice the added fee and would just accept it since I had already sold my vehicle and driven 1.5 hours to get this one.
Yes, in the grand scheme of an $84,000 purchase, $995 isn’t a huge amount—but this was about principle.
If they had honored the original deal from the start, this would have been an easy five-star review. Instead, I left feeling extremely disappointed that they attempted to sneak in extra charges at the last minute.
🚨 BUYER BEWARE: DOUBLE-CHECK YOUR PAPERWORK BEFORE YOU SIGN! 🚨”
Ryan JamesOct 15, 2024
Rating:5 stars out of 5 stars
Rating:5 stars out of 5 stars
“My sincerest thanks and appreciation to Logan and the service department for accommodating an emergency repair. My family and I were on our way back to NJ and towing our camper when the vacuum assist for the brakes failed on our Sierra. By the grace of God we safely made it to their dealership and Logan got the truck diagnosed and repaired within a few hours while my family and I waited in our camper at the back of their lot.
Thank you again for all your help and assistance!”
Neal GlessnerJan 13, 2025
Rating:1 stars out of 5 stars
Rating:1 stars out of 5 stars
“I saw a used car advertised so I called for details. The salesman assured me the car was “perfect” so I drove 90 minutes to buy the car. The car had body damage / rust that was disguised by what appeared to be matching spray paint. They also attempted jacked the price up by thousands of dollars. The sales manager showed me that I missed their small print cleverly hidden way at the bottom of the advertisement’s page. They completely wasted my a large part of my day. . I’d never buy a car from these sheisters!”
Brian DermanJun 10, 2024
Rating:5 stars out of 5 stars
Rating:5 stars out of 5 stars
“I came here from Winchester after having an unpleasant experience at another dealership. Really glad I did, because they had exactly what I was looking for. Everyone was friendly, professional, and I was taken care of. I even had my young son with me to "help" and he enjoyed it as well. This dealership was basically the only place that had the mid-sized truck I was looking for.”