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Banister Ford of Marlow Heights - Service Center
Marlow Heights, MD
945 Reviews
This rating includes all service center reviews, with more weight given to recent reviews.
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945 Reviews of Banister Ford of Marlow Heights - Service Center
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September 01, 2017
POOR CUSTOMER SERVICE from the Finance & General Manager I called the Finance Department this morning and spoke with Mr. DeWayne Smallwood regarding canceling my Vehicle Service Contract (VCS). He stated th I called the Finance Department this morning and spoke with Mr. DeWayne Smallwood regarding canceling my Vehicle Service Contract (VCS). He stated that he was not aware of how the process worked and that he needed to speak with the Finance Manager and he would call me back, but I never received a return call from. So I decided just to stop in after I got off the metro. I walked into the dealership today Sept 1, 2017 at 3:30 pm and asked to speak with someone in the Finance Department or the Finance Manager (Ms. Roxanne Wilson) regarding canceling my Vehicle Service Contract (VSC). The receptionist was very professional and polite and asked me to have a seat and someone would be with me in a few minutes. So about 30 minutes in, I asked the receptionist if the Finance Manager was going to be able to see me? She explained that Ms. Wilson was aware that I was waiting and apologized. So, about an 45 minutes into my wait, I asked to speak with the General Manager Mr. John Picts, who was sitting directly behind the receptionist in clear view from where I was standing. The receptionist walked one and informed Mr. Picts that I was waiting to speak with him and gave him my name, and I sat back down. About 60 minutes into my wait, I went back to the receptionist a 3rd time to ask in I would be able to speak with someone in Finance, the Finance Manager or the General Manager. The receptionist again apologized and walked over the the GM that was still sitting in the same spot as he was the last time that I asked to speak with him. Once again the receptionist apologized to me for my wait and said that someone would be with me soon. Not once did Mr. Picts ever speak t me nor did he even acknowledge me from where he was sitting. At 4:57 I went back to the desk and the receptionist informed me that the Finance Manager had just walked past as I saw her enter the ladies room. The Finance Manager exited the ladies room, walked over to the receptionist desk and the receptionist pointed in my direction and Ms. Wilson came over and asked can I help you? We entered her office and I informed her that I wanted to cancel my VSC. She asked why and I explained that I no longer needed it. She asked if I refinanced and I said no. She asked again, why I was canceling the VSC, and I informed her that GEICO provided the same VSC, and It was already included in my GEICO Plan. Ms. Wilson informed me that I was making a mistake by canceling the VSC, and that the GEICO VSC was a "piece of crap" and was a "2nd rate plan than theirs, because she used to work for GEICO". She stated she currently has GEICO, and that the "GEICO VSC was a $250.00 deductible, and it was not worth the money." I informed her that the VSC that I was canceling was also a $250 deductible, and informed het that my GEICO Agent went through their VSC with me on-line and it was comparable, and asked if she thought GEICO was such crap, why was she insured with them? She stated that she was just talking about GEICO VSC. She said, "but the decision was mine and to do what you want to do". I informed her that I was aware of that, thanked her for her opinion and asked her to continue with my cancelation. Ms. Wilson said "please note that the cancelations take 8 - 12 weeks to process". Once again, I thanked her, signed the form, received my copy and exited her office. The entire process took about 10 minutes, after waiting for over 90 minutes. From 3:30 - 5:05 pm for a 10 minute process was totally unacceptable, and I am a 3 time return customer with this location. I am 100% disappointed in the customer service at this location, with these mew employees, and will not buy another vehicle from this location. Professionally Charles A. McLeod More
by CHARLES
Employees Worked With
Roxanne Wilson, John Picts, DeWayne Smallwood.
October 03, 2016
Excellent Salesman....Horrible Services People!!! This is HARD for me to judge..I tried to call to the service department and NO ONE ANSWERED...I started about:4:30pm and they closed at 7. No one woul This is HARD for me to judge..I tried to call to the service department and NO ONE ANSWERED...I started about:4:30pm and they closed at 7. No one would ANSWER the PHONE. THEY would pick it up and HANG it up. Needless to say I did not get my serviced before I went on my trip. I just shows me that even though I know I had an excellent SALESMAN in "Sonny B" , The service department SUCKS! I was told that(written on{ paperwork} my car would be washed EVERY VISIT....They began to explain THAT THEY NO LONGER OFFER THAT SERVICE...SIR MY CONTRACT STATES OTHERWISE!!! WASH MY CAR....I had to get my serviceman "Sonny B" to MAKE THEM FULFILL MY CONTRACT. I am going to call again today to schedule my SERVICE....wonder what is going to happen! FIVE STARS for Sonny! Two stars for dealership! Only because of Sonny! More
by CakeLady 6
Employees Worked With
September 22, 2016
worst experience of my life had a complete front brake job done on my f150 4x4. driving home from dealership, front wheel came apart from hub.they would not reimburst me for tow had a complete front brake job done on my f150 4x4. driving home from dealership, front wheel came apart from hub.they would not reimburst me for tow bill or rental car when vehicle was returned. truck stayed in shop for two months before finally repaired. my electronic four-wheel drive hubs are now manual hubs. upon further investigation, I learned the mechanic installed components backwards.I will never go back to this dealership again!! More
by carman
March 12, 2016
Bbbbbad customer service I have been getting my car serviced at Sheehy since 2012. The only reason I continued to deal with this unorganized place is because my oil changes I have been getting my car serviced at Sheehy since 2012. The only reason I continued to deal with this unorganized place is because my oil changes are free ! The wait times are always outrageous and I learned that if you aren't there by 6 am you are xxxx out of luck ! In all my years of coming here I was never told I needed an appointment to get my OIL CHANGED , however today I get there at 6:08am and at 7am I am told they only take appointments.. I asked the employees when did this change take place and how come I didn't receive notification and nobody had the answers. If I had received notice of the policy changes I would've made an appointment ! This was such a big Inconvenience and that is NOT how you run a business by making changes without informing the customers. Others were turned away also ,who weren't aware of this new process. Please get it together ! More
by Ihatebadcustomerservice
December 23, 2015
Impossible to get someone on the phone I spent 2 days trying to get an accurate update on the status of my vehicle's service. On Monday, i called about 8 different times. A few times i sp I spent 2 days trying to get an accurate update on the status of my vehicle's service. On Monday, i called about 8 different times. A few times i spoke with different people who did not know how to help me and told me to try someone else, and at least 4 times, i was transferred around, only to be left on hold for anywhere from 5-15 minutes, before being abruptly hung up on. On Tuesday, I called 3 times in a row, and each time, was put on hold for 10 minutes, then hung up on. When i called back to speak with a manager, i was blindly dumped into a mysterious unidentified voicemail box. Finally, on Tuesday afternoon, i was able to reach someone who advised me that the part that was supposed to be delivered first thing Tuesday morning was not actually there, even though i had been told that my vehicle would be ready by midday Tuesday). When i questioned this, the rep physically walked back to the parts department and found my part, and promised that my vehicle would be next up. From that point, it was only about 2 hours before i received a call that my vehicle was ready. Unfortunately, the hassle and the hours i wasted on the phones over those two days has assured me that i will NEVER be using Sheehy again. I will be finding another dealership for any future repairs or service that i need for my corporate vehicle. Emailed and Called GM Paula with no response to either. More
by JBrown
Employees Worked With
Others did not give me their name before putting me on hold., Paula Caruso
October 02, 2015
Poor Customer Service from Garland in Full Service Lane I took my car for service at the full service lane and the service manager Garland does not communicate what is going on with your vehicle and he was I took my car for service at the full service lane and the service manager Garland does not communicate what is going on with your vehicle and he was rude. An oil change took 5 hours. Managers above him bought them all lunch which took up the majority of the time. When I told the survey rep. No manager called me back because they obviously do not care. Do not take your car to the full service lane. More
by randchi
Employees Worked With
Garland
August 07, 2015
Worse customer service. Wish I had never purchased a Ford!!! It never fells everytime I take my car to this dearlership they keep my car for two to three days. You can never reach anyone in the service departme It never fells everytime I take my car to this dearlership they keep my car for two to three days. You can never reach anyone in the service department and getting someone to call you with an update of your vehicle without you calling them first is unheard of. This will be the last time I go to this dearlership for service. I haven't even gone into detail of all the other issues I've experienced with this dearlership on several different occasions. My advice is to stay away from This dealership!!! More
by Natosha Washington
Employees Worked With
Chris
June 25, 2015
Poor Customer Service June 16th I visited FORD about repairing my sunroof. I was asked to bring my car back on 6/17/15 I took the day off formula car to be repaired. During June 16th I visited FORD about repairing my sunroof. I was asked to bring my car back on 6/17/15 I took the day off formula car to be repaired. During my visit on 6/17 @ 7am I was told that my car would have to be picked up by a recommended vendor (Key's Auto) for specialty work but they didn't open until 8am. I waited until they were called to see what would happen next. I was told that they couldn't look at my car until 6/18. I restated that I took the day off because I was asked to bring my car back on 6/17. It was suggested that I drive to Alexandria for it to be looked at. I drove to Key's Auto. They stated that they would get an estimate and fax it to FORD. FORD would call Carmax for approval and FORD would then call me. I called FORD later in the afternoon and could not reach Mr. Gray. I left 2 voice messages. I called Key's Auto and they had not faxed the information. They were going to fax it immediately. On 6/18 I called FORD to see if they received the fax. No response. I left a voice message at two times. I called Key's Auto to verify the fax had been sent. It had been faxed, however I was told that they left two voice messages with FORD and had not received a return phone call and Mr. Gray had left for the day. I called FORD on 6/19 inquiring about the fax and approval from warranty. The fax was received but Mr. Gray said he thought I was calling Carmax about the warranty. He suggested that I call to see if my sunroof was covered and he could fax me the estimate. I've never had to do this before. It's Day four and my car is not repaired and it had been raining. Water leaked in my car and on me. I immediately got in my car to obtain the Fax from FORD and called Carnax. It took 5 minutes for them to tell me my sunroof was covered. I called FORD and stated approval had been given and scheduled an appointment for 6/25/15 another day I would take off. I took another day off (6/25/15) and dropped my car off at 7am for service. I didn't receive a phone call update until 3pm informing me that my warranty would cover my car repairs. No further updates for repairing my car were received. I phoned FORD after 6pm go a status report. My car had not been sent to the vendor for repair. There was uncertainty as to whether the vendor had ordered the parts. I stated that I needed to go to work 6/26/15 and needed my car. I was then informed that more information would be given about the parts on 6/26/15. I suggested that I would call at 9am and was told that time was too early and that mid-day more information would be known. I reiterated that I needed my car for work and the middle of the day was unacceptable. I stated that would call at 10am. I was never informed initially that my car would be kept overnight or anytime during the 3pm phone call conversation. Additionally, I was never offered a rental car. I'm self-employed and my car is my business because of the nature of my job. I travel 6-8 house every day on my car. If I don't work I don't get paid. The customer service and professional dispositions are below standards. I'm still uncertain as to whether my car will be fixed by 6/26. Technically I've lost three days of work of pay which can't be replaced. Also, I have two professional commitments on 6/26 that I must attend and they both require the use of my car and they are out of state. I need my car. This is by far the worst customer service experience I've ever encountered. More
by Tommy Totten
Employees Worked With
April 21, 2015
Niquie, It was a very good experience I was treated with Respect and Friendliness. My initial visit was to price tires, in route from the parking lot to the tire shop, here come Mr, Poi I was treated with Respect and Friendliness. My initial visit was to price tires, in route from the parking lot to the tire shop, here come Mr, Poindexter with his big smile and great personality and of cause you know I did see a vehicle that cough my eye and from there that was all that was written, in fact it was more that was written (paperwork, paperwork and more paperwork). I am so greatful to Mr. Poindexter, Mr. Allen and the Finance persons (I am sorry I forgot your name, but I didn't forget you SORRY). It was a true pleasure to work with all of the gentlemen. I am so happy and pleased with my new vehicle and service that I received and for that I thank you all that was invalid THANK YOU for being you and don't stop being you keep up the great work as people persons. More
by Nuquies Infor
Employees Worked With
Keith Pointdoxter, and the Finance person,, Shawn Allen
July 28, 2014
BACK AGAIN ITS TAKES SEVERAL REPAIR ATTEMPTS TO GET IT RIGHT,AFTER YOU PAY ALOT OF MONEY.WHEN YOU WALK IN I NEVER REALLY HEAR ANYONE SAY MAY I HELP YOU.THE SERVI ITS TAKES SEVERAL REPAIR ATTEMPTS TO GET IT RIGHT,AFTER YOU PAY ALOT OF MONEY.WHEN YOU WALK IN I NEVER REALLY HEAR ANYONE SAY MAY I HELP YOU.THE SERVICE REPS ARE FAST TALKING AND ALMOST TRY TO BRUSH YOU OFF. I HAVE SPENT SO MUCH MONEY FOR REPAIRS WHICH ARE NEVER FIXED CORRECTLY THE FIRST TIME.I AM BACK AGAIN WITH THE SAME PROBLEMS WHICH WAS SUPPOSE TO HAVE BEEN FIXED.THIS TIME IT WILL BE SOMETHING NEW TO REPAIR.YOU THINK BY GOING TO THE DEALER THEY WOULD BE BETTER THAN THE NEIGHBOR MECH,.YOU ALMOST DON'T HAVE A CHOICE.YOU NEED YOUR VEHICLE FIXED. R FAX. More
by rfaxio1
Employees Worked With
