I always have a great experience at Banister Nissan of Chesapeake. They are a trusted, family atmosphere location and my advisor AJ Reid is the BEST! He always explain the services in detail and make sure I know what I am paying for.
They took very good care of my Nissan Altima and even noticed an issue with it before it could amount to a problem. Said issue was promptly nipped in the bud. They understand the importance of having reliable transportation and the work reflects that understanding.
The consistency and amazing customer service that I received from Mr Doctor is second to none. I own vehicles of higher prestige and his service matches that level.
If I could leave no stars, I would. Dropped my vehicle off at 7:30am for an 8:00am service appointment for an oil change. Tina, the service advisor never called to give me any updates. I started calling at 4:30pm to get an update with no answer multiple times. Finally another service advisor called me back at 5:01pm to inform me that Tina left early and that the vehicle was still not done! Completely unacceptable. Vehicle was not done until almost 5:30pm! What’s the point in making an appointment if it’s going to sit there all day? Tina, do your job better! My family has bought numerous cars from this dealership and this experience has made me not want to come back.
I’m extremely frustrated and disappointed with the service I received at your dealership. Just one week after having the oil changed on my 2024 Nissan Altima, I have discovered a significant oil leak beneath the vehicle—something that should never happen after a routine maintenance service.
This is completely unacceptable. I trusted your team to perform basic service correctly, and now I'm dealing with a mess in my driveway and serious concerns about potential damage to my engine. It’s clear that something was either done incorrectly or not done at all.
I expect this issue to be taken seriously and resolved immediately. Please let me know how you plan to fix the problem and whether I need to bring the vehicle back in—or if I should take it somewhere else and send you the bill.
I had the best joyful car buying experience at this dealership. No hassle quick process and they may my visit fun and enjoyable. They were also very accommodating around my work schedule. Shout out to Monty, Ahmad, & Damion. Thank you.
Brought my ‘25 Frontier in a second time to replace the faulty seatbelt on June 17. (Read my review in "Banister Nissan of Chesapeake" from mid-June for the first part of this experience!) Picked up my truck on June 18 and found a 3”x4” scuff mark on my rear bumper, multiple paint scratches front and rear driver side door and door jamb, dirty fingerprints on the headliner and dirty forearm print on the back of the driver’s seat. Banister Nissan of Chesapeake needs some service techs who care about their customer’s vehicles!
Next:
June 23rd dropped truck off to have the paint repaired and interior marks cleaned up. June 24th, I stopped to pick up and their paint guy missed two scratches on the rear door. I was told that they would fix this and asked me to come back June 25th. However, when I called before driving an hour + to pick it up, I was told my truck was still not ready on June 25th. The Service Manager stated he was not happy with the results and wanted to keep the truck until the following Tuesday, July 1st, and have the paint guy fix it right. I requested Service Dept call me when it is ready for pick up. Best wishes to anyone trying to call Banister Nissan’s Service Dept.! Impossible to reach anyone!
Finally, I was called late July 1st. Too late for me to make that drive. I did pick up my truck on July 2nd!
This whole fiasco started on June 12th trying to fix a faulty seatbelt! Three weeks and two seatbelts later, I still have some finger marks on my headliner and I can easily see a few of the marks in the door jamb where they used a touchup paint pen on the scratches!
Also, when I dropped my truck off, it had slightly less than a full tank of gas. At pick up, with less than 2 miles added to the odometer, I now have just over 3/4 tank of gas. My distance to empty was 394 miles when I left it, and 284 miles at pick up. Where did 110 miles of distance to empty go?! Thats nearly 5 gallons of gas! Oh, I found my AC thermostat set to 60 degrees. I never have it that low and even have a picture from drop off showing 76 degrees on my ac unit! (Yes, I learned to take pictures of EVERYTHING before leaving my vehicle at Banister Nissan for service.) Unsettling to know that service techs were literally just "chilling" in my vehicle during work hours, wasting MY GAS and putting wear and tear on my engine & AC! Pictures to show what has happened to my truck in their care.
I will never purchase a Banister product again!
Just go somewhere else. As a matter of fact, do yourself a favor and don't buy a Nissan at all. They won't honor the warranty and just continuously tell you they can't find any issue and it's functioning as normal. I don't know what brand of car to recommend because I've only driven Nissans since I started driving. I've owned 4 different Nissans, this is my last one. They used to be awesome but the experience I've had with this dealership has brought my time with Nissan to an end.
Edit: in response to the reply from Brian Doctor below - with all due respect, save your apologies and lies for someone who will believe it. You're very aware we already contacted Nissan USA and they've been involved the entire time because you and your service department spent the majority of the time saying that the vehicle was functioning as normal. Which is really strange because originally the technician said they replicated the issue and finally ended changing two door handles but the issue persisted. That's when suddenly it was "functioning as normal". As I said above, warning to all - take your car somewhere else and even better, buy something other than a Nissan.
Update: June 2025 - I just want to take the time to give some positive feedback. For the FIRST time since bringing this vehicle back and forth TRACY TRACY TRACY. She took the time to listen! She engaged the new Service Manager Ryan who is also a MasterTech and they immediately sprung into action to try and resolve my issue. Although it isn't 100% resolved just yet I have complete confidence that they will make it right. I have another appointment next week on July 2nd to troubleshoot 1 remaining issue and hopefully that will be the end of a long fight with Nissan to do the right thing. I just wanted to keep this review short and simple. My main purpose was to highlight the amazing efforts of both Tracy and Ryan.
I wish I could give them a zero! Took my car in for a basic oil change. Scheduled for 9 Am and was there early. The attendant checked me in and told me to go inside to the waiting area. Never dreamed I’d still be waiting 3 HOURS later. When people coming in after me left, I asked a guy about the status of my vehicle and he handed me off to someone else. They said no I don’t have your vehicle, the other guy does. I said he just sent me to you. She looked it up and nothing had been done to it yet. I said I just want my vehicle at this point. They couldn’t find it or my keys! Then she had the nerve to question my coupon. I said it should be free! In the meantime my keys and vehicle were found and I left. No sorry no here’s a coupon for free service give us another chance. NOTHING! Will never go back nor buy another Nissan. Unfortunately this isn’t the first bad experience with Nissan dealerships.
Banister Nissan of Chesapeake's staff are amazing! I can depend on them answering any questions regarding my vehicles. They are extremely knowledgeable and helpful.
Brian Doctor provides excellent service every time I come there. He takes great care of my vehicle and the only person I trust with my Nissan. Thank you Brian
Do not take your vehicle to this dealership for services. They stripped my oil drain plug by using an impact wrench to tighten it, instead of a properly set torque wrench and then turned around and charged me to fix what they had just broken. Avoid at all cost!
Had a wonderful experience with the service department from start to finish. Makayla walked me through everything and even called me with updates and recommendations . She was amazing! Give that lady a raise. She was patient with me and helped me through every question I had. She was extremely responsive. They did a great job with my car. I will be back for my service needs !
From the day after I purchased my fourth car from this dealership, mind you the dealership used to be Nissan of Chesapeake, I was told my oil changes and inspections would be free for the life of the car. I purchased the third and fourth vehicle while it was Banister. The fourth car was purchased March of 2020. They did tells me the oils changes and inspections were free, as they had been.
This year, they suddenly told me I would have to complete all their recommended maintenance in order to receive my free oil changes. I’m uncertain about inspection as I had not needed one at the time. I explained that when I purchased my vehicle, he said that program still existed several times as I’ve asked several times at that time to make sure. I can’t quite remember; however, I was assured that that was the deal.
Along with the now recall on the rear camera that gave me problems from the beginning, they now changed the rules. They stated they never enforced that rule, but I was never told that rule at all. Ever. I asked if older customers were grandfathered if that were the case because, I was under the impression and told by sales that this was the case. They said there’s nothing they can do because they’re not making money or something to that effect.
Along with having the weird problems with my radio, Bluetooth, and the back up camera, the fluid levels are low after service, which was another selling point, were never filled. While the car is in service, it was always supposed to get a wash. Mind you it was just a rinse really of the exterior; however, they stopped doing that. Twice I have had pen marks on my leather seats that took forever to get off from the service team. I’m on certain as to why they would have pens open on my seat, but at other times I’ve had grease or oil or dirt that was easily noticeable, but was not washed up after brought back to me. I did say something and they did try to get it out, but I had to do some work on my own because it wasn’t able to come out so easily.
I am highly disappointed at the excuses the dealership service team makes, including the manager when I come with issues. I have to decided to try a different dealerships service area for my next oil change due to this and many issues.
I had been doing business with them for years, and even if you were a first-time customer, I just feel that the service department has gone downhill. I sure hope you can do better.
I loved driving in to their service garage. It made me feel like a VIP. Kim Kelley was absolutely wonderful. She has great energy. She was patient with me as I had a phone call. She made me feel special. She helped make my day better. Thank you!
If I could review with less than one star I would. Do not go here for any kind of service work as you cannot trust the work they do.
I took my vehicle in for state inspection and a recall for the hood latch. Was advised there was a problem with the wipers and front drivers side marker that would both cause an inspection failure. I approved the work, despite this costing an extra ~$100 because it was not worth my time fixing that stuff myself, even if it would have been only about $25 for parts.
When I collected the vehicle, I noticed that the left indicator was ticking fast (faulty indicator) and proceeded immediately to go back to the inspection center. I talked to the service manager and he pointed out that the rear indicator was now faulty and that they would fix this free of charge and this is purely a coincidence.
They then proceeded to take the vehicle back to the service station. At this point the vehicle is out of sight, but there is a conversation that I do not overhear that summarizes as follows:
Service Manager: Why are you with the rear when it was with the front? Because the front one is what you failed it for.
Service Intake: That's exactly what was on the paperwork if I am not mistaken.
Service Manager: The paperwork says front, not rear.
Technician: So I put front, I meant to put rear...
This goes on... but not point typing the rest as you can probably guess.
I eventually get the vehicle back, and the service manager proceeded to tell me that it was pure coincidence about the rear indicator being out, not realizing that my dash cam has recorded the above highly incriminating conversation.
Bear in mind, I paid to replace the front bulb and wipers. I have literally video and audio evidence from my dash cam that this was not the issue and the the dealership lied to me. This also means the inspection paperwork that I was provided is incorrect and I am out money for them "fixing" something that was not broken. This amounts to fraudulent paperwork on a state inspection, fraudulent charges for work that was not done, and one very angry customer that has evidence of both.
Even better, I have audio proof that the indicator was working about 30 seconds prior to my taking my vehicle in for inspection.
So yeah, do not go here. I am pursuing this through appropriate channels.
Bannister Nissan are very professional people. I usually don't have a problem with them. They take care of my car as far as maintenance and I never had issues with the cost or deception.
Great service at Banister Nissan at the service department at the Chesapeake location. Everyone is friendly Especially Terrell great personality and greets everyone that walks in. Amanda my service advisor was amazing very professional and is very knowledgeable about Nissans and gives great advice. Also free car wash after car has been serviced. I will always be apart of Banister Nissan and thank u for your kindness.
This time was better than the last 2 times. They changed my appointment date/time without telling me. I showed them my correct time on text and curtisey phone call time. They believed me, but the wait was an hour and a half longer. But the needed repairs and prices were accurate this time. Stay guarded.
General Manager Mr Moheed rates a 5 for his great customer service, professionalism and promptness. He resolved a 4 year issue I had with Nissan prior to his current role as GM with ease and fairness. I overall rate Banister Nissan a 2 for their lack of follow up, attention to detail and poor customer service. A particular note to the customer...Please ensure you check VIN numbers at purchase before leaving this dealership to ensure you have the right car on your paperwork. This will avoid years of frustration getting it corrected.
5117 Bainbridge Blvd, Chesapeake, VACar repair and maintenance service
Website
