Heritage Mazda Towson

Response from: Heritage Mazda Towson
Added: 4/13/2012 8:46:00 AM
In response to this Darlene Gaegler’s review, Heritage Mazda Towson sincerely apologizes for any inconveniences the customer may have experienced during their visit. However, Mr. and Mrs. Gaegler visited our dealership back in early Feb 2012 and worked with our sales rep Hank to purchase a New Mazda 3 hatchback with a manual transmission. This was a very complicated transaction because the new Mazda 3 hatchback with a manual transmission has a very limited availability AND the Gaegler’s had 3 vehicles to trade in. These vehicles were all minivans used by a business as delivery vehicles. The day that they were in our dealership they only had 1 of the 3 vans here to have appraised. This van was in average condition and the customer stated that the other vans were in similar condition. It took the customer a couple weeks to work out all the details with getting clear titles to all 3 vans so that they could be traded in to Heritage Mazda Towson. In the couple weeks that it took the Gaegler’s to work out the complicated title issues for their trades, the new car they were looking to purchase was sold. At the end of Feb we had another vehicle due to arrive any day that was the exact car they were looking to purchase so we called them to come in and finalize the deal so that they would get the car they wanted. On Feb 29th Mr. and Mrs. Gaegler came back to the Towson location with the other 2 trades after getting the batteries jump started. Neither one of these vans were in the condition that was described by the customers. The first van had no seats in it and had body damage and the second van had an issue with the Carfax report. We were not able to give them the amount of money they wanted for either of these vans and the customers became upset. At this time Mr. and Mrs. Gaegler left the dealership and did not purchase a car.

The car the Gaegler’s found online and purchased from our Owings Mills location was a pre-owned Mazda 3 hatchback with 8k miles on it that they had on their lot. This pre-owned Mazda 3 did not have the Sky Active technology that the Gaegler’s wanted, but it was a manual transmission. They purchased the car on March 3rd from the Owings Mills location. The reason the transaction took so long was again because of these 3 vans that were being used for trade. They had to leave the store and go get one of the vans. When they arrived back to the Owings Mills store the value of the trades was another issue. After many hours they finalized the deal and 2 of the 3 vans were traded. This is what made the transaction such a long process. After the sale was completed an experienced salesman took the Gaegler’s on a tour of the service department and went over the vehicle they purchased. The salesman showed them how to operate the navigation and even set up the Bluetooth to Mrs. Gaegler’s cell phone. All Heritage dealerships cherish all customers’ business as well as their time. Without customers our team would not have jobs. Heritage Mazda Towson respects this customer’s review and would still like to thank them for taking their time in sharing their experience with us.

Response from: Heritage Mazda Towson
Added: 4/12/2012 1:22:39 PM
In response to this person’s review, Heritage Mazda Towson sincerely apologizes for any inconveniences both customers may have experienced during their visit. However, Leo Feng came into our dealership on March 19th and test drove a new Mazda 3 with our salesman Eddie Coker. Mr. Feng loved the car and we gave him figures on the road to purchase the car. He liked the figures but said that he would like to search around for the best deal and if it was us that he would be back. On March 27th Mr. Feng’s friend Ming-Tung Lu sent an internet inquiry to us for pricing on a new Mazda 3. Our Internet Manager Jacqueline Kauffman spoke with Mr. Lu many times about the pricing for our car. Mr. Lu then said he was going to purchase 2 vehicles and wanted to know if we would give him an even better deal. Scott the Sales Manager then got involved and called Mr. Lu to make a deal. Mr. Lu was also working with many other Mazda dealers in and out of the area on pricing. After several phone calls back and forth we made a deal and agreed on pricing for both cars. We held both of these cars for them until Saturday March 31st, the day that they were available to come in to finalize the purchase. As promised, at 1pm on Saturday we had both cars waiting out front of the dealership, ready for delivery. Mr. Feng wanted to test drive his car again with Eddie so they went out for 5-10 min drive. During the test drive Eddie’s phone rang with an incoming call which he answered and let the caller know that he was on a test drive with other customers and would have to call them back. The phone call lasted only a few seconds. Once they all got back from the test drive everyone sat down at Eddie’s desk to do the paperwork. At this time Mr. Lu and Mr. Feng make an offer for $1,200 LESS than the prices we had already agreed upon prior to them coming in. Eddie immediately came to Scott with the new offer. Scott went right over to speak with Mr. Lu, Mr. Feng, and another friend they had with them about the lower offer they just made. Scott asked them why they had us hold these vehicles all week long and agreed to a price on BOTH cars to then offer us so much less. All 3 of these gentleman then started to speak in a foreign language and laugh in front of Scott. Scott got upset for two reasons. Number one we had agreed to a deal and held these cars an entire week for them in good faith. Number two, because they were laughing and speaking to each other in another language. Scott got loud with these 3 customers about the figures and was confused as to why they went back on the deal that we had agreed to. At this time Scott asked them to leave the store and take their business elsewhere. Heritage Mazda Towson respects this person’s review and would still like to thank them for taking their time in sharing their experience with us.

Response from: wahahaha
Added: 4/22/2012 1:12:47 PM
To reiterate what I mentioned previously:
1. we NEVER agreed upon a price. We went in to the dealership under the expression that there are room for negotiation from Ms. J.. She said she'd be there helping us to talk to Scott on the phone with Mr. Lu - yet she only showed up to shake his hand and left (10s greeting).

2. We EXPLICITLY told the dealership not to hold the car because we DID NOT agree on the offers. I appreciate the fact that they ended up holding the two cars, however, it was PURELY their decision. We should not be hold liable to their decision and there is no need to get upset because of this.

3. Again, Scott could have told us about the price NICELY. He did not leave any rooms for us to raise our price but simply humiliate us and mention how we AGREED on a set price when we never did.

4. We ended up purchasing the vehicle elsewhere because they had a MUCH BETTER attitude toward customers. Even though their offered price was slightly higher, I enjoyed purchasing from them. I know I will be getting great customer service in the future, and that to me worth something too.

Response from: Heritage Mazda Towson
Added: 5/3/2012 10:27:56 AM
Hello TAQ, Heritage Mazda Towson would like to sincerely thank you for taking your time to give us a complimentary review. We strive to provide excellent service to all of our customers and we love to know when we’ve succeeded. I will be sure to share your feedback with Joe and the team! Thank you again for your review.