Banister Ford of Marlow Heights

Took my Escape SUV in for check engine light/ overheating/coolant low. I had tge same vehicle service 1 month before and asked for full check/all liquids to be topped along with recall and oi overheating/coolant low. I had tge same vehicle service 1 month before and asked for full check/all liquids to be topped along with recall and oil change. It took 2 days before they called me after bring it in. Then they tried to over charge me for a coolant standpipe, well over Ford's own Master Mechanic price recommendations for top level part. When I got them to check pricing (I was correct), I came to puck up tge car and somehow tge billvwas still $400 more than my first quote with the standpipe at a higher price. Apparently these guys take twice as long to install a standpipe than other dealers, which means the mechanics aren't good. Been going to this location since before the 1990s. Since the changeover to Banister from Sheehy, it is awful. Lost my business and my family's. More

Where do I even begin, ALI IS A TERRIBLE SALES Where do I even begin, ALI IS A TERRIBLE SALES MANAGER. I sold my vehicle to him. All seemed normal the day of the transaction, got a bill o Where do I even begin, ALI IS A TERRIBLE SALES MANAGER. I sold my vehicle to him. All seemed normal the day of the transaction, got a bill of sale, was told that I would get a call to pick up my check and tags within 5 days. We asked why he needed to keep the tags and he created some story about the “police scanning their lot and the vehicle needed the tags or they’d tow the van”… After 3 weeks of calling, getting sent to voice mail, getting the run around from multiple people on the team, we called the Accounting department in Richmond ourselves to understand xxx is going on. Was told that they didnt even get the paper work in… called Ali back, got the run around again and again. This experience was like pulling teeth. 

When we finally got the check, the sales person dealing with our bill of sale blamed the Sales department and vice versa. No one takes responsibility here. Ali promised to have everything ready (check and tags) gave us a vague time of “afternoon” to come in, not respecting peoples time (mind you I find out that he was OFF the day he had us come in!). As we arrive we get the check, NO TAGS, come to find out the vehicle is in a different lot... As we are waiting, AGAIN, my husband spoke to another manager and asked if Ali really needed to keep the tags as we shared the excuse Ali gave us and they bust out laughing… They even think Ali was full of xx. Goes to show that this team is just absolutely disconnected, unreliable and dishonest. They do not work as a team & communication is trash. I had to got thru 3-4 different departments to get my own check. Save your time - go somewhere else. -10 out of 10 do not recommend. More

Ordered a Ford Bronco. Then at the last minute they had to cancel the order. Clarence the dealer dropped the ball. No communication. Very disappointing. to cancel the order. Clarence the dealer dropped the ball. No communication. Very disappointing. More

Sahand did great when working with him on purchasing my new Raptor! Very helpful and easy to work with! new Raptor! Very helpful and easy to work with! More

The Banister service department SUCKS! A revamp of attitudes first is much needed. Then training on customer support and care could definitely be used at that location. Paying Adults aka YOUR CUSTOMER attitudes first is much needed. Then training on customer support and care could definitely be used at that location. Paying Adults aka YOUR CUSTOMERS can not be greeted as if they are bothering your team. They all but call you a lie once you open your mouth to tell them why you are there for service. I offer this, if your team doesn't share information about customers who have been in contact, given arrival time for service and that their part(s) are there for repairs, that isn't the customers issue. It's lack of preparation to receive the customer by Banister. That front desk group minus one or 2 ladies is a joke! I decided I am not dealing with you all any more. Found a A-1 Ford dealership that values its customers. Good luck with your poor business practices! 👋 More

DO NOT BRING YOUR VEHICLE HERE. If I could give a negative star rating I would. Despite being under new management, the same staff still work there and the service remains HORRIBLE! I brought my 2016 negative star rating I would. Despite being under new management, the same staff still work there and the service remains HORRIBLE! I brought my 2016 Ford F-250 in for a recall issue on April 27th and they kept my while I was out of town (almost one week -- which is surely enough time to correct the manufacturer recall issue). The next day after picking up my vehicle the check engine light came on so I brought my car back to the same location and they “fixed it”..but the light came on again, so once again I brought vehicle back and they cleared the message, only for the message to return again. This went on a few more times and on the 6th time I had to return to the shop because there was another error message on my truck. Mind you prior to me addressing the manufacturer’s recall, I’ve NEVER had any issues with my vehicle coding or displaying any error messages…I keep up with all maintenance for my truck…one of the sales managers even asked me to sell my truck back to them upon my arrival, because it was in such great shape. When I arrived to have the new error message looked at/repaired I interacted with Tony who proceeds to tell me that they are running a system update that will take hours (mind you he stated that system update began at 9:30 – 10 a.m. earlier that morning, I arrived around 11:45 ish) and I was willing to accommodate the system update by returning the next day and inquired about what time they opened and Tony said 7 a.m., I said I would come up here then, then he stated well there would be no techs available at that time. I asked when they would arrive and he said he didn’t know and kept giving me vague answers…I then stated, I find that hard to believe that a business establishment does not have a set schedule for their employees to arrive, (I know that was not a true statement because what about those that have an appt…do they just sit around and wait until the techs decide, “oh let me go into work now.”) Tony finally said, they don’t start rolling in until around 9:30 or so. I couldn’t take it any longer and I went back in to speak with Sharon and she told Tony there was a way of getting the information that was needed to read the error code on my truck. Well this didn’t make Tony happy at all so he finally pulls my truck into the bay area to run some tests, then he comes back out to say that he couldn’t get to it today and for me to return yet again, this time he suggested that I return the following week because no one could help me and he already checked with the technicians. At this point I was fed up with the unprofessionalism and nonchalant attitude that Tony was giving me and I had to end up taking my truck to the Upper Marlboro location. I understand that the location is under new management, but if the same employees are working there…nothing will change…perhaps some training should be given to those employees that need to interact with customers. I brought my car up there for what should have been an easy fix, but was given the run around for days, not to mention that my time was wasted (missing work) for several days, mind you this was during the gas shortage and they DID NOT address or correct the codes on my truck. This location has HORRIBLE business etiquette and I’m unsure why they are still open. I’m not in favor of anyone losing their jobs with the current economy and way of the world, but come on! Regardless if the location under new management, if you don’t deal with the issues internally (the staff) nothing will ever be resolved. I can see from all the other reviews that I am not alone in receiving less than adequate service from Tony and this location as a whole. THE WORST CUSTOMER SERVICE EVER!! This is NOT the way to run a business, AVOID THIS LOCATION AT ALL COST!! More

Buying the car was a Breeze, once they get the money, it's screw you!!! I purchased my vehicle 12/10/20. I was issued a "WE OWE" for a few minor repairs, that are still not taken care of. I've been to t it's screw you!!! I purchased my vehicle 12/10/20. I was issued a "WE OWE" for a few minor repairs, that are still not taken care of. I've been to this dealership 4 times trying to get these repairs done, and I live in Baltimore City so it's about an hour ride one way. I bought my car back for the repairs on 1/4 and did not get my car back until 2 weeks later, again, still not completely repaired. I reached out to Sonny who was my Salesman, as well as Amir who basically ignored my concerns. This has been the worst experience buying a car for me. Since I have been dealing with this company, I have yet to come across anyone that has been true to their word! More

Amir is a great sellsman he deserves a raise he was very kind and he explained everything to me very well I’m very satisfied kind and he explained everything to me very well I’m very satisfied More

My good good cousin helped me help get a new car he was very professional and he explained everything to me very well I’m very satisfied (Amir) very professional and he explained everything to me very well I’m very satisfied (Amir) More

The entire process was made extremely easy and I was in and out within record time (as many places I've been lol). Go see my man Sean Mathis for what you need! Best salesman I've ever worked with hands dow and out within record time (as many places I've been lol). Go see my man Sean Mathis for what you need! Best salesman I've ever worked with hands down! Tracy and Amir also held me down as well! Quality group over there! More