My experience with this dealership was disappointing and
confusing. After a week of communication, a completed credit application, and an approval for financing, the dealership abruptly refunded my deposit
confusing. After a week of communication, a completed credit application, and an approval for financing, the dealership abruptly refunded my deposit and informed me they would no longer sell me the vehicle.
At no point was I disrespectful or unwilling to move forward — I simply asked for clarity on added fees and requested the agreed-upon paperwork. Instead of answering, management canceled the deal without explanation.
I have purchased many vehicles and have never experienced a dealership terminate a transaction after approving financing and a deposit.
I’m sharing this so other customers know to get everything in writing early in the process. I was fully prepared to purchase the vehicle at the requested price, and the sudden cancellation was unexpected and disappointing.
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by mrasgreen
Other Employees Tagged:
Tobin
Dec 08, 2025 -
Diamond Buick GMC of Alexandria responded
At Diamond Buick GMC, we are upfront and transparent in the way we conduct business. We are a family-owned and operated dealership, and we work hard to provide a fair and respectful experience for every customer. In this situation, the expectations for the transaction continued to change. Those expectations did not align with our standards or processes.
Because of that, management made the decision to refund the deposit and discontinue the sale. We stand behind our team and how the matter was handled.
We wish you the very best in your continued vehicle search.
Dec 08, 2025 -
mrasgreen responded
Your claim that my “expectations continued to change” is simply not accurate. My expectations were clear and consistent from the beginning: honor the agreed-upon numbers and treat me with basic professionalism.
Here are the facts:
• I agreed to the selling price.
• I had my own financing secured, and later accepted the dealership’s approval to streamline things.
• The only point of discussion was the added fees, which were not disclosed upfront. I asked for clarification — nothing more, nothing less.
• At no point did I back out of the deal or change terms.
In contrast, the dealership:
• Spoke to me in an unprofessional and dismissive manner, including telling me “it is what it is” when I asked about fees.
• Told me “I have six other people in front of me” and suggested I was an inconvenience for asking normal questions.
• Stated there was no one above him to elevate concerns — which I later learned was untrue.
• Refunded my deposit without informing me, effectively canceling the deal on your end.
• Sent an adverse action notice confirming I was approved, yet still refused to sell me the vehicle.
Nothing about my expectations changed.
The dealership chose to end the sale because I asked for clarification on fees — something any customer is entitled to do.
I am posting this to ensure future buyers understand what actually happened, since the dealership’s response misrepresents the situation.
I highly recommend Diamond of Buick GMC of Alexandria!
I had a fantastic experience with Jasen and the entire team. Everyone was very friendly and helpful.
I will definitely be a returning customer. T
I had a fantastic experience with Jasen and the entire team. Everyone was very friendly and helpful.
I will definitely be a returning customer. Thank you very much!
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by Toyota Camry
Verified Customer
Verified Customer
Dec 05, 2025 -
Diamond Buick GMC of Alexandria responded
Thank you so much for the glowing recommendation! We’re absolutely thrilled to hear you had a fantastic experience with Jasen and the whole Diamond Buick GMC of Alexandria team! Making our customers feel welcomed and well taken care of is what we’re all about, and your kind words mean the world to us. We’re already looking forward to your next visit – welcome to the Diamond family, and thank you for choosing us!
Molly was great to work with and went the extra mile.
Appreciate that she personally washed the vehicle before our test drive.
Appreciate that she personally washed the vehicle before our test drive.
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by buzz.a
Nov 19, 2025 -
Diamond Buick GMC of Alexandria responded
Thank you so much for taking the time to share your positive experience! We are thrilled to hear that Molly was great to work with and truly went the extra mile for you. We believe those personal touches, like making sure the vehicle is spotless before a test drive, are what set our service apart. We will be sure to pass along your kind words to Molly!
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