Don’t have time to read all this?
Here’s what you should know:
Don’t ignore fake reviews—they still influence buyers
Keep your cool and respond like a pro, not a hothead
Call out the facts: no record, no visit, no sale
Leave the door open with an offline resolution
Your response isn’t for the troll—it’s for the next buyer
It’s happened to every dealership with a Google Business Profile.
You’re checking reviews, and suddenly there’s a 1-star bomb from someone who never stepped foot on your lot. Maybe they confused you with another dealer. Maybe they’re just trolling. Maybe they’re full of it.
But here’s the deal:
That review might be fake—but your response is real. And it’s public.
Even if you know the complaint is bogus, staying silent or firing back only makes you look worse. What you say in those 2-3 sentences can either shake buyer confidence—or prove you run a dealership that owns its reputation.
This guide isn’t about winning arguments. It’s about winning trust—from the real buyers reading your reviews before they ever call, click, or walk in.
Don’t match the energy of a bogus review. If they’re hostile, vague, or straight-up lying—you still win by staying professional.
Here’s what to avoid:
Sarcasm
Blame
Generic, robotic responses
Emotional overreactions
Here’s what to do:
Be respectful
Sound like a human
Redirect the conversation offline
If they don’t respond, that’s fine. Your buyers saw who kept it together.
Sometimes fake reviewers double down. Sometimes they ghost. Doesn’t matter.
Your move is always the same:
Leave the door open with an email or phone number. Let the public see that you tried.
Example:
“We’re happy to talk this out and see if there was a misunderstanding. You can reach us directly at [contact info].”
You don’t do it for the troll. You do it for the next buyer reading the thread.
Yeah, you should flag it. But unless the review clearly violates policy (like hate speech, spam, or impersonation), it probably isn’t going anywhere.
Google moves slow. Your response moves fast. Handle what you can control.
Fake reviews lose power when your real customers flood the page with truth.
Ask for a review after every sale
Make it part of your delivery or post-sale process
Respond to every review—good or bad—to keep your profile active and optimized
Over time, that fake 1-star becomes a drop in a sea of five-star proof that your team delivers.
Your response to a bad review sends a message—whether you like it or not.
Here’s what a great response tells the next shopper who reads it:
You’re professional: You kept your cool and didn’t throw blame
You care: You looked into it and tried to make it right
You don’t hide: You respond to every kind of feedback
You’re trustworthy: You don’t take shots—you take responsibility
This isn’t reputation repair. It’s reputation marketing.
If it’s vague or anonymous:
“Thanks for the feedback. We couldn’t find a record of you visiting or buying from us, so we’re not sure how to address this. If you’d like to talk more, please reach out at [contact info].”
If it includes a made-up scenario:
“We’ve reviewed the situation and can’t find anything matching your description. If you believe there’s been a mix-up, we’re happy to help—just give us a call.”
If it’s just clearly fake:
“We take reviews seriously, but we couldn’t verify this claim and have no record of any contact. If this was left in error, let us know so we can help.”
You can’t stop fake reviews—but you can outclass them.
Bad reviews from non-customers aren’t a death sentence. They’re an opportunity to prove your dealership takes reputation seriously and runs with integrity—even when the complaint is total fiction.
Keep it factual. Keep it human. Keep it together.
Because every fake review is a chance to show future buyers you’re the real deal.
We’ve got your back.
At Rank ‘N Crank, we help dealers take back control of their Google Business Profile—one response at a time.
We don’t pay a cent for advertising. SEO is all we do.
Help your customers find you the same way you found us.
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