Everyone at Shenandoah Ford is wonderful! My husbands car was having some major issues and we took it in based on a friends recommendation. I've always been skeptical of getting any work done at a dealership, however... everything was flawless! We really appreciate everyone at Shenandoah Ford and would recommend them for service or a new/used car! read more

I brought my 2013 Edge in for it's regular oil change and asked them to check my brake booster to make sure it was operating properly. Ford has issued a recall on that and my brakes did seem to be having issues. I received a call that indeed my brake booster had a small tear in it and needed to be replaced, a one time repair offered by Ford. That was the good news. It seemed my front brakes also needed work as they were worn to 4/32 and along with that my routers needed replacing because of a heavy rust buildup. Turning them wasn't an option. Along with all of this brake work I should flush and replace my brake fluid. Ok. Well it's a safety issue right and certainly 580.00 to do the front brakes would be well spent. My husband couldn't believe I needed all this work done and insisted we take it to our local honest garage to confirm. Well the long and short of it all was No I didn't need new front brakes. They measured 8/32 , the routers didn't need replacing, the rust was light and easily removed and my brake fluid didn't need to be flushed. It actually is not impacted with replacing the brake booster because the booster doesn't use the fluid. I have totally lost any confidence in Shenandoah Ford. As an aside to all of this I just had my car inspected at a different service station and they confirmed my front brakes measuring 8/32 and the back 10/32. read more

Warning - Warning..... -100 Stars . DO Not use this dealer to service your vehicle! I have never used the word SHADY to describe any place of business before, these people are SHADY! I brought in my vehicle for a State inspection, "The Works coupon" and to check out my 4x4 drive system. I was called the next day after I dropped it off I was called multiple times with multiple prices for the same repairs in one hour for the same job. Shady! I told them I had that "The Works" coupon when I dropped off my vehicle. Zackary said "no problem. " When Zackary called and said the "THE WORKS coupon " was over $55.00+ (????? the FORD coupon price was $39.99 plus an extra quart of oil my vehicle takes 6 quarts. Today I found a coupon price for $29.99) and the transmission Flush was X. I said "wait a minute I have that coupon and I never said FLUSH a thing"!!! I called backed twice to tell them NEVER FLUSH anything on my vehicle there is over 200,000 miles on that vehicle. They should know better!!!! I failed State Inspection for a Tie Rod end, a pitman arm and rear brakes, rear brake light bulb. {6 months ago I replaced the front brakes, when I did the shop said the rears have 6mm left and you don't have to replace them for awhile. That was only 3167 miles ago, I don't drive this vehicle as much as I use to. I have the rear brake pad and rotors in back of my vehicle because I thought I needed them months earlier. Zackary said just to install my brakes with my parts the labor would be $187.00 plus tax. ?? Odd the ford brake coupon was $175.00 they install their ford pads and machine the rotors labor included for the truck I called ford and asked them). Ford said that was a little off to. Ford emailed me the coupon ! The vehicle drove great, I thought I coming in for a State Inspection , the works coupon and just to check out my 4x4 system. If it needed a Tie rod and pitman the front end would go all over the road? I know this because 4 years ago I replaced the right side. I asked Zackary when to pick it up how far out it was and he had to no idea! The price changed twice on those repairs, it was far higher on the 2nd call. For just what ok d them to do the price went up over $125.00 on the 2nd call in an hour! {Shady } Zackary called back and said you need a 4x4 motor to start . To start.. I told Zackary when I dropped off the 4x4 motor was going in and out. Zackary stated it took the mechanic half the day to figure out!!! How, when I just told you before I dropped it off I thought it was going. I am not a mechanic but I figured out that one and it didn't take half the next day to figure out! Zackary said I needed to START with replacing this part first, it may need more parts on top of this! I guess the scan tool couldn't tell them much more? The SERVICE MANAGER hides in his office and never came out when I came to pick up my vehicle. I asked to speak with him to ask him how he could justify how this dealership treats loyal ford customers and why I was called multiple times with different prices for the same repairs! Very Shady! Oh, The kicker as I was leaving they told me my rear coil spring was broken and would NEVER pass inspection until that was fixed! WHAT ! NO ONE SAID anything about a broken coil spring until I was about to leave and take my vehicle out of there! They had the vehicle for 2 days and only as I said I was coming to pick up my vehicle my coil spring was broken. They didn't say a word until I was leaving! Shady ! They failed my vehicle then told me I should just put farm tags on it and just park it because its old! Its now at a local garage getting fixed! The rear brakes are just a little below 4mm. The local shop is replacing both rear shocks and coil springs, ( note: the shocks and coil spring is not broken, didn't need to be replaced all of it, I decided since I will be hauling and towing this coming year better safe then sorry ) The rear brake pads and rotors are being replaced since its up in the air at no extra labor cost! A 4x4 wheel switch is getting installed. No tie rod or pitman arm. The shop grasped the each tire and said not enough movement. Can they say crow bar? Its not about just money its about Honesty and getting the vehicle fixed right the time! See the State of Virginia Motor Vehicle Manual for more details on brakes/suspension failing inspection. Don't waste your hard earned money at this dealer! This place is Shady! read more

I just bought a used Ford Escape from Shenandoah Ford, my parents andd i love it! It is my first vehicle and my dad negotiated the price and i will say these people are definitely down for business. Faith who we dealt with the most, was nice but also straight forward. Front Royal is 2 hours away from where i live and i had to be back to work that day. They were fairly quick and not too pushy it was more of a take it or leave it deal but an encouragement for taking it haha. They worked with us financially which helped alottt! Trevor was very nice and made sure we got the best rate which ended up being Wells Fargo, thanks Trevor! They gave my girl a bath and gas before we left too! The only bad thing ill say is that the air conditioning has stopped working which will hopefully be a minor fix. Thanks, Shenandoah Ford for my new hot ride!!! read more

We purchased a 2010 Taurus in 2015. We are now having to get rid of it because of SEVERE rust underneath At the time we had no reason to look under the car or question the integrity of the salesman. When we purchased this vehicle obviously the dealer did not thoroughly inspect it before they sold it to us. Will NEVER deal with them again. read more

Took our 2017 Ford Explorer to have the A/C system checked because of it not working. They told me that the entire system: compressor, condenser, and expansion valve needed to be replaced at a cost of 2100.00 dollars. So I took the vehicle to another shop and their mechanics immediately identified the condenser was leaking. The compressor and all other components were operating normal. My bill was now only 827.00 dollars. The service adviser flat out lied to me on the phone when he said the A/C system was full of debris due to a internal clutch failure within the compressor. Question here is.. how they determined that without taking a single component off and inspecting it? So their ASE mechanics didn't identify the leaking condenser right from the start? I will NEVER do business again with this dealership.. read more

I have spent the last year trying to resolve nasty paint swirls on the 2015 Ford Explorer I bought from this dealer in late 2014. They have offered minimal to no assistance in getting this resolved with Ford. I will have to take this to the BBB. This had been my second vehicle purchased from this dealer. Very sad that their service department does nothing to help keep customers. read more

I have purchased several Ford vehicles throughout my 50 years, however my husband had never owned one, and it took some serious convincing on my part for him to purchase his first Ford, a 2019 Fusion. He travels weekly for his job, and frequently will rent a Fusion when available. After renting the Fusion so often, and my (previous) positive feedback to him about my experience, as well as my sons's experience with Shenandoah/Front Royal Ford, he decided to purchase a 2019 Fusion from them. Everything seemed business as usual until a few days later, his display screen was continuously freezing up. Before calling them to schedule service, we searched the internet and forums to see if anyone else who owned a Fusion was experiencing the same issues and maybe how to "resolve" it on our own. There were several articles and forums discussing this very issue, therefore we assumed it was a WELL KNOWN computer issue that all Ford dealership were aware of.... WRONG! He went ahead and scheduled a service appointment to have the dealership FIX the issue. He dropped the car off that morning and waited for them to call. Later that afternoon he had still not received an update, I was out that way and decided to drive by to see if his car was done and maybe they were in the process of calling him to let him know they had fixed the problem. Wrong! After waiting all day for a phone call, he had to reach out to the service department to get an update. Their response?? They had to be able to "duplicate" the problem with the sync system/screen and apparently weren't able to do so. Basically they let the vehicle SIT in the parking lot all day with not so much as even an attempt to take care of the issue. Their complete and total lack of concern or effort to reach out and contact my husband or try to rectify the issue continues to this day. So every day, sometimes twice sometimes 6 times, he is stuck manually resetting the screen on his Ford Fusion that was purchased at Shenandoah/Front Royal Ford. Buyers beware!!! Bottom line is they don't want to waste their time with service appointments for warranty issues, they'd rather get customers in that have to pay to get their vehicles serviced. read more

Yesterday, I pulled into the dealership for service on a broken inside door handle on my 2012 Ford Fusion. I tell them that the door handle is broken and no longer opens the door from the inside. They INSIST that they require 1 hour of "Analysis" and that they're going to charge me for that. My question is, WHY would you possible need 1 full hour to analyze something that I told you was broken in the first place? Furthermore, the staff was quite rude and seemed like they were put out by my request for the broken part. This part breaking is a safety hazard and should be on a recall. Once observed, it is EASY to see that a small portion of the handle (on the lever) had been sheered off (it's only plastic or at the most pot metal covered in chrome). The GM needs to get involved and straighten out this department, stop the shady practice of analyzing parts that are obviously broken and 100% of the cause of the customer's complaint. read more

Would give them a half star given the choice. The worst service center I have ever seen. They sell you a maintenance package that barely covers the oil changes. Read the fine print because it is a hoax. Once you are in for the oil change, they find all kinds of other things wrong to get more money from you. The vehicle is only eight months old. If things are wrong, then you sold us a piece of crap. Of course the warrantee does not cover the defects. Hey, lady, didn't you read the fine print? GEEZ. STAY AWAY FROM THEM! read more

We were on a road trip when our F350 started making a clanking noise when we turned. We went to Shenandoah Ford and received excellent customer service. We couldn't get in immediately because we didn't have an appointment, but we only had to wait about an hour to have the problem assessed and fixed. All the employees we came in contact with were helpful and asked if we needed anything. They let us sit in the waiting room with our dog. Thank you Shenandoah for getting us back on the road. read more

Awful, shady service and deceptive marketing practices designed to lure customers with false promises. This dealership excels in giving car salesmen a bad name. I advise you buy your Ford at another dealership. read more

Amazing Staff and amazing service department. My daughter had car difficulties over the holidays. They meet the tow truck, did the work over the weekend and ensured she was safely back on the road. The work came in under estimate and they constantly talked to us through-out the experience to ensure our expectations were clear. I trust the work and the people. read more

I went to buy a new car after my old Ford Taurus finally bit the dust, and I was extremely happy with the customer service and the selections that they had there. The Salesperson worked one-on-one with me to help me get the best affordable deal that we could get, and he also went out of his way to make sure I was completely satisfied when test driving two of the cars in question, one of which I ended up buying. The financing department took care of the rest, and got me a great deal which I am very happy with! These people are excellent! read more

On a Sunday evening our vehicle broke down on the side of the highway and was towed to Shenandoah Ford in Front Royal, Virginia at the recommendation of AAA. Our experience with the service department at this dealership was horrendous. Our vehicle was mixed up with someone else's. Upon arrival, the entire night drop envelope was filled out including the tag # etc. When we called to check on the progress the service coordinator mentioned a vehicle that did not belong to us. When we corrected him, he said "Hmm, that is weird" and proceeded to tell us what was wrong with "our" truck. The repairs were authorized and we received a phone call that all work was completed. We drove 2 hours back to the dealership to pick up our vehicle. When we went to pay for the repairs they handed us the wrong keys. We corrected them and pointed out which keys belonged to us. Again, the comment was made that is was strange. When we got in our truck to leave it did not start. It turns out that our truck had never even been looked at because they had fixed someone else's truck under our name. Of course, we were very upset about this error. We talked with the service manager and he could get us repaired and on the road with a few hours. I do not understand how a huge error like this could have been made. We authorized and paid for repairs to a vehicle that did not belong to us and the keys to the wrong vehicle were made available to us. We handed over the receipt for the cash we had paid to the service manager so he could research what had happened and he lost it. When we asked for a copy of the receipt it took them a while to produce another one because the entire ticket had been deleted out of the system. The worst experience of all occurred with an employee of the service department as I was leaving the business. The error had been resolved and we were calmly leaving to begin our long drive back home several hours later. A man stood up from his desk, unprovoked, and proceeded to shout at me from across the room. He stated to me that he had made the error (which I did not know) and was shouting at me because I was upset about the error. We were leaving and everything was over. I have never been treated so poorly by an employee of a business before. It was extremely unprofessional and unwarranted. The service manager was yelling at him to sit down and be quiet but he continued his tirade. I do not understand how the mix up occurred when all the correct vehicle and contact information was included on the envelope that contained the keys. I also am extremely upset about being verbally attacked by an employee that was not involved in the resolution of the problem and to whom I had not had a discussion about the incident with. I had to make several phone calls to the director of Shenandoah Ford before she returned my call so that I could discuss this matter. I do not believe this is good professional customer service either. I would NOT recommend this service department to anyone and I will not use their services again. They have TERRIBLE CUSTOMER SERVICE!! read more

As a long term customer at Shenandoah Ford, I have been extremely satisfied with the service department. I have become disgruntled with the new General Manager as I feel lied to by her about community support. The "Greater Hokie" Open has been supported by Shenandoah Ford in their efforts to raise funds for VATECH freshmen entering in the fall. We had great support from the General Manager till this year. Her comment was no support as she wanted to support more children programs which I readily accepted although promised/approved support was given by previous GM. I now find out she is support other Golf Tournaments which she stated no more to me. As a loyal customer I have become mistrustful of the GM and organization at this point. I will continue to use the more customer oriented maintenance group but consider other options on purchasing a new vehicle in the future. read more

Bad business practice! Was actively negotiating for a vehicle. Went by the bank picked up my loan preapproval letter to drop off at the dealership. Was informed that the vehicle had been sold that morning. Most definitely would not recommend this dealership. The more people I told the story to, the more I heard how often this actually happens. I also didn't hear many positive things about the place. Too bad I didn't talk to them first! It's a shame because I really wanted to buy from a dealership in my hometown. read more

A great buying experience last December on my Ford Explorer, thank you to my sales associate Ms. Chapman and a great service experience there today, May 4. Everything completed as promised. No hidden charges. Timely and professional all the way around. Thank you Shenandoah Ford! read more

This is the worse dealership to deal with anymore. I have purchased 6 vehicles from them over 25 years, but my last vehicle I purchased has had warranty issues. The ceiling inside my Focus is vibrating. I took it in once and they stated they fixed it. I picked it up that evening (dark). The next morning I noticed the white ceiling had black, greasy fingerprints all over it. I had to take it back twice before they finally got fingerprints not noticeable. The ceiling is vibrating again and I scheduled to have them repair it. Dropped it off one evening. The next day I called around 5 in the evening to find out what the status was. No one knew. The gentleman who was handling it was not there. The next day it was late afternoon before I got ahold of him and he stated they needed to get Ford Corp to approve replacing the ceiling. Asked about needing my vehicle to go to work. Come get it and we will schedule when Ford approves. I have called multiple times, no answer. I went to the dealership and talked to the manager. He guaranteed me they would get an answer that afternoon and would call me that day. That was 17 days ago, still no response from them. I finally contacted Ford Corp and complained about the dealership and what was going on. I was told to take my vehicle to another Ford dealership and have it fixed and if there are any questions, to have them contact them. I have purchased 10 fords over the last 35 years, and I will be buying a new F250 next year, but I will NOT DO ANY MORE BUSINESS WITH THIS DEALERSHIP ever again. It is a shame a dedicated customer I have been over the last 25 years with this dealership to be treated this way by them. read more

Wonderful staff. I went in with the intension of looking at vehicles (not purchasing, yet). I wasn't sure what type of vehicle I would be interested in. I checked out a couple of vans and cars, but I wasn't really interested in them. Luke, the salesperson I had, was really helpful in making sure I could find some type of vehicle I would be interested in. Luke and one of the managers worked really hard to find me a vehicle that I would be happy with and could afford. It just so happened, there had been a vehicle that was traded in the day before. I did a test drive and decided that was the vehicle for me. Since the vehicle was traded in the day before, I had to wait for the vehicle to be inspected and cleaned. Luke and the finance department was able to get me apporved for financing the vehicle. My first used-new car from a dealership. I had many questions before and after the purchase of the vehicle. Luke was able to answer all of my questions even after I had purchased the car. read more