Banister Ford of Marlow Heights - Service Center

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

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

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