Banister Ford of Marlow Heights

Customer Service at its WORST Absolutely the worst customer service experience I have been involved with in a very long time. I contacted the dealership in an attempt to get a Absolutely the worst customer service experience I have been involved with in a very long time. I contacted the dealership in an attempt to get a better deal on a Ford Expedition. I told the dealership the "Out The Door" price I had received from a competitor and asked if they could beat it. I received the following (in an email) from Darryl Bernard, Sales Manager: Pls allow me the opportunity to earn your business. I need to see and evaluate your trade. I would appreciate the same opportunity my competitive dealer was given to present numbers to you comparing identical vechicles. When can you come and visit us? Pls adv asap if and when available. So, I arranged to go to the dealership (which is about 50 miles from where I live) to provide Mr. Bernard the opportunity he requested. Once I arrived, I met with Sean Mason, (nice man, no responsibility for this complaint) who gathered the information on my trade to include what the other dealership had offered me for it. He took the information to Mr. Bernard and returned quickly stating that Mr. Bernard said, "this was not a good deal for the dealership and they couldn't meet the price." This amounted to a long and unappreciated journey to be dismissed in a way that could have been done through email with just a simple question or two. I was, and still am, quite concerned about this interaction. As a current Sheehy customer with loyalty to the company (having purchased several vehicles previously) I did not appreciate this experience. It is very clear to me that Mr. Bernard was only interested in his numbers and not the fact I was a customer who may not be a buyer today, but could be in the future; if he would have only taken the time to follow some simple customer service principles. I assure you that based on my experience I will not recommend this dealership nor do business with them. I am also disappointed with this interaction based on information Sheehy has on their own corporate website which states: 1. " Sheehy is also the home of the Price Match Guarantee. If you make an agreement to purchase the same vehicle for less from another dealer, we will match that price." 2. "Our customer-centric approach has earned our stores some of the most prized awards in the industry. All of our Ford stores are Blue Oval Certified.' This experience has also made me think twice about the Sheehy "Brand" and where the organization seems to be going with their customer service policies and procedures. More

Purchase of my 2014 Explorer Sport I came into this dealership needing down size from a gas drinking Yukon. Brandon and Mason went out of their way trying to find me just the right smal I came into this dealership needing down size from a gas drinking Yukon. Brandon and Mason went out of their way trying to find me just the right smaller SUV of my liking, needless to say I am very picky. Brandon was very patient and he took his time explaining exactly what Twin Turbo meant and how cost efficient the vehicle is. They did not have the color I wanted, so he found one at another dealership. When the vehicle arrived it was nicer than I expected. Brandon then had to spend a lot of extra time explaining ALL the electronic gadgets. Many thanks to Brandon & Sean and the Management Team Chris and Tony. More

The best interaction with a dealership to date We were interested in the easy price quotes from Sheehy. I spoke to Felicia who was very communicative, attentive to our concerns showed tremendous i We were interested in the easy price quotes from Sheehy. I spoke to Felicia who was very communicative, attentive to our concerns showed tremendous initiative and just has tremendous customer service skills. She transitioned us to Chris who was able to answer some of our more detailed questions. He was very thorough and transparent in explaining to us our options to get the rebates we were interested in. I was very impressed with the organization as a whole by that point. Ultimately we did not purchase a vehicle from them because we live 300 miles away but they were so helpful in the purchasing process we were able to walk into our local dealership and get a competitve offer. I actually had to explain what I wanted to do using Chris' info. I would include them in my next Ford purchase because they are competively priced, informative in relating with the customer & definitely service oriented. I'm a tough grader that's why they didn't get all 5s but i would vigorously recommend them to anyone. More

Blown Away I went to Sheehy Ford in Marlow Heights because another Ford dealer didn't follow up with me after I told them what I was interested in. I got a quick I went to Sheehy Ford in Marlow Heights because another Ford dealer didn't follow up with me after I told them what I was interested in. I got a quick response from Felecia Bowles and after I got to the dealer the first person I was greeted by was Sherrill Smith. I read reviews and had another sales representative in mind because he was highly recommended. When I got there he was busy so I asked was Ms. Sherrill available and she was. I was not disappointed, she was very professional and knowledgeable about what I had in mind. I could not have been blessed with a better representative, she is awesome!! And to top that off the general manager Tony Nardelli sealed the deal, he's the most kindest and compassionate person I've dealt with when getting to the end (paper work) of the car buying experience. I will definitely recommend this dealership to anyone interested in buying a vehicle. KEEP UP THE GOOD WORK SHEEHY FORD!! Also, a thumbs up to the finance representative who completed my paper work, she was very pleasant. More

"The Best EVER EVER car buying experience" My husband and I, were out shopping for our son 1st car. We had a budget of $12,000 and was not going to go over that amount what's so EVER!!!! We My husband and I, were out shopping for our son 1st car. We had a budget of $12,000 and was not going to go over that amount what's so EVER!!!! We had been searching all day for a car, and no other car company would even come close to the help and customer service we got from Sheehy of Marlow Heights. We left there with a 2011 Ford Focus for our 17 year old son. We have another car to buy in the spring of 2015 for our daughter. We have decided that we will be going straight back to Sheehy of Marlow Heights for that car as well. Wonderful Customer service!!!! HIGHLY RECOMMENDED TO ANY & EVERYONE BUYING A VEHICLE :) :) :) More