My Review Of Heritage Mazda Towson:
I found this dealership online through Dealer Rater. Thought I'd give it a try since it has one of the highest rating.
Summary: Great Offered Price, but TERRIBLE ATTITUDES toward the customers.
Bare with me and I will tell you why the rating is the way it is:
I went into the dealership with my friend to look for a new Mazda 3. I was first working with Eddie. He was a nice guy, greet us at the door and has been very friendly (one of the two reasons I gave them a 3 in customer services instead of 1). The price he offered was higher than my expected price; I ended up leaving and no purchases were made. I started talking to another friend of mine who were also actively looking to buy a new car. He was very interested in purchasing a new Mazda 3 as well. We were comparing the prices offered by different dealerships. We weren't going to go to the Heritage in Towson, but since my friend has scheduled to meet with one of their sales, Jacqueline K, we decided to go into the dealership on the last day of May, Saturday the 31st.
Jacqueline K was the main sales that my friend has been working with for the entire time. She provided him with the OTR (on the road/ out of door) price. My friend was not impressed. But since she PROMISED that she'd be there working with us and backing us up and talking to her manager at the dealership in order to get us a better deal, we went in on the 31st. HOWEVER, on March 31st, she only showed up and shook my friend's hand and LEFT. We ended up test driving the car with Eddie, the guy that I was working with originally. Throughout the whole ride, Eddie was on his phone for the entire time... Not the worst thing, but probably not the best thing to do when we are trying to ask a couple questions regarding the car.
They sat us down at the desk again after the test drive, and made us wait for a long time (20~30 minutes). Apparently they were computing the numbers*. Eddie came back with a paper with the price. Nothing was changed or marked down from the invoice that we got (keep in mind that Jacqueline told us that there are still rooms for negotiation since it's the last day of the month).
Eddie went back to get SCOTT F., the General Manager... and long story short, he was YELLING at us telling us that they are the lowest price/ the price that we "AGREED" to, and how much of a trouble we are to them because we were trying to comparing the lowest price between different dealerships throughout the last week.
We NEVER told him that we were set on the deal, and was under the impression that we were going to come in and work something out with the price through Jacqueline K.
He started off by trying to make us feel guilty by saying that he "sent his guy down to drive the car up just so we can have it today." LUCKILY, my friend has told him previously that we don't need the car at the moment and can certainly wait if we ended up working something out = it was HIS decision to send a guy down when it is NOT necessary at all.
He ended up trying to humiliate us and telling us that we are "a waste of time", and how he wishes we never showed up.
WHY WOULD I WANT TO SPEND THE MONEY WHEN THAT IS YOUR ATTITUDE?! IS THAT HOW A CUSTOMER IS SUPPOSEDLY BE TREATED?
At the end of the day, I DID NOT LOST ANYTHING, but YOU HAVE LOST TWO BUSINESSES.
I hope they were all just having a bad day, and not acting like that usually. However, there's no way I would ever go back to this dealership anymore.
Was this review helpful to you?
Yes | No
Heritage Mazda TowsonAdded:
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.
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.