Banister Ford of Marlow Heights

Excellent customer service was kept informed of what was happening with my car. However, it did take 3 hours to complete the 75K mile check-up. There was not any coffee creamer so I could not make a cup o happening with my car. However, it did take 3 hours to complete the 75K mile check-up. There was not any coffee creamer so I could not make a cup of coffee during my early morning appointment. More

Work not completed after two full day of sitting and waiting. Still not fixed and no follow up to get us rescheduled. This is unacceptable. waiting. Still not fixed and no follow up to get us rescheduled. This is unacceptable. More

Customer service in the service department was amazing. I really appreciate them for accommodating me with a last minute oil change before getting on the road and it was truly appreciated. I really appreciate them for accommodating me with a last minute oil change before getting on the road and it was truly appreciated. More

I brought my car in for warranty work in May of 2024. I was told the parts were on back order and it might be up a few weeks weeks. Okay. A month later, I call, and they're still not in. I call in July, I was told the parts were on back order and it might be up a few weeks weeks. Okay. A month later, I call, and they're still not in. I call in July, the same. I call in August, they tell me they'll call me. By the end of October (five months), my check engine light is coming on several times a day, my gas mileage is awful on a car where it's already terrible, and I'm losing patience. I call again, and was told MY TICKET WAS CANCELLED. Needless to say, I was not happy, especially when it was implied that it may not be covered under warranty if I were over my mileage. Fortunately, the issue did eventually get resolved and it was covered by the warranty, but dealing with this service department is like pulling teeth, and I won't be going back. This is a shame, as it is a smaller, Black owned business, and I would much rather support them than some of the other dealerships in the area, but I can't justify it. More

Andre was very helpful with helping us get our fleet vehicles' service needs up to date vehicles' service needs up to date More

I had a very bad experience at Banister Ford of Marlow Heights. First before I arrived at the dealership, I was told to check in with the receptionist as a VIP customer. I was not treated that way, and Heights. First before I arrived at the dealership, I was told to check in with the receptionist as a VIP customer. I was not treated that way, and I actually had to wait around for three hours with no results. I did not leave with a vehicle and will not be returning to this dealership. More

I am so pleased with the way I was treated at the dealership. The welcome was top nudge and they did everything possible to help go back home with a car even though my credit was poor. Everyone was g dealership. The welcome was top nudge and they did everything possible to help go back home with a car even though my credit was poor. Everyone was good to me I would encourage anyone who needs a car to there and he/she will not regret. More

Bait and switch pricing. The advertised price turned out to be much lower than actual price. The advertised price turned out to be much lower than actual price. More

The service advisor was very professional, knowledgeable and courteous. She communicated with me with updates on the status/progress of repairs. Should an improvement from a year ago. and courteous. She communicated with me with updates on the status/progress of repairs. Should an improvement from a year ago. More

My recent experience at Banister Ford was deeply disappointing due to both the initial poor service that caused a major safety issue and the unprofessional behavior of the manager, which ultimately disappointing due to both the initial poor service that caused a major safety issue and the unprofessional behavior of the manager, which ultimately compelled me to write this review. These problems suggest a systemic issue with the dealership’s service and management practices. I initially brought my car in because of a stripped lug nut and broken stud—a serious safety issue that could have caused a catastrophic accident. While the dealership eventually replaced the hub and repaired the problem at no cost, this issue arose from poor service during a previous visit. Not only was this a waste of my time, but it also put my life and others on the road at risk. Adding to this, my interaction with the manager was unacceptable. When I asked the dealership to cover some of the $2,300 repair estimate they quoted me—given my lack of confidence in the quality of their initial inspection—the manager curtly and rudely said, “Absolutely not,” without any consideration. When I questioned the accuracy of the inspection and repairs quoted, the manager initially offered to walk me through the shop and explain the inspection process to verify the quote. However, when I agreed, he immediately backtracked, saying, “Well, I can’t do that today as I don’t have time for that. I have too much on my plate. I haven’t even started my day yet and I have all of this (pointing to paperwork on his desk) to get through today. So I will have someone from the shop walk you through.” No one from the shop ever followed up or walked me through the inspection. The manager then attempted to dismiss me from his office in a condescending and disrespectful manner, addressing me as “bud.” Considering that I’m likely older than him, this was highly inappropriate and further highlighted his lack of professionalism. Additionally, during our interaction, the manager berated and yelled at an employee in front of me, treating them in a demeaning and unprofessional manner. This behavior created a hostile and uncomfortable environment, which reflected poorly on the dealership’s leadership. This combination of unsafe service practices and unprofessional management has left me with no confidence in this dealership or the quality of their work. I now have to seek a second opinion at my own expense to ensure my vehicle is properly inspected and repaired. On a positive note, I want to commend Devonte at the front desk, who was professional and courteous throughout the process. His assistance was the only bright spot in an otherwise negative experience. I hope this review serves as a wake-up call for Banister Ford to address their service and management practices. Based on my experience, I cannot recommend this dealership. More