Heritage Mazda Catonsville

**Subject:** Extremely Disappointed with Recent Service Experience Subject: Formal Complaint Regarding Poor Service Experience – March 26, 2025 Dealership Manager I am writing to express my deep d Experience Subject: Formal Complaint Regarding Poor Service Experience – March 26, 2025 Dealership Manager I am writing to express my deep disappointment following my service visit to your dealership on March 26, 2025. As a returning customer, I expected a basic standard of professionalism and care. Unfortunately, my experience fell well below that expectation. Having recently returned to the country, I reviewed my vehicles and immediately noticed that the wheel lock on the front passenger side was missing. This issue appears to have occurred during the service appointment, during which your mechanic indicated that the tire pressure monitoring sensor (TPMS) needed to be replaced. In addition to this concerning oversight, I encountered several other unacceptable issues: Excessive wait times, with no clear communication or updates provided during the process. Poor workmanship, including a missing wheel center cap, which I only noticed after leaving the dealership. I had to return to have it reinstalled by your mechanic. The missing wheel lock, which was not replaced, resulting in unnecessary inconvenience and a potential financial burden—particularly frustrating in today’s economic climate. have been bringing my vehicle to your dealership since I purchased it and, unfortunately, have experienced several ongoing issues with the service provided. One recurring concern has been the improper handling of tire maintenance. On multiple occasions, the tires were not rotated as part of routine service, resulting in uneven wear. Each time I raised concerns about unusual noise coming from the tires, the issue was dismissed or not properly diagnosed. This lack of attention ultimately led to a tire blowout and the costly replacement of all four tires—an outcome that could have been prevented with proper care. I believe every customer deserves to be treated with respect and provided with transparent, timely, and competent service, none of which I experienced during my visit. At this point, I am requesting a formal explanation for the poor service I received, along with what steps your dealership will take to address this situation. Additionally, I expect compensation for the cost of replacing the missing wheel lock. Please take this matter seriously, as I do, for safety precautions Sincerely, Yvette Kelly 2016 Mazda CX-5 - More

Best car purchasing experience I ever had. Omid made everything simple and fast. Organized shipping and title/tags for out-of-state purchase. Highly recommend. Omid made everything simple and fast. Organized shipping and title/tags for out-of-state purchase. Highly recommend. More

I recently sold my 2024 Mazda CX30 at Heritage Mazda Catonsville. Initially I was worried, that they would not pay off the car before my next payment was due. Jordan assured me I had nothing to worry a Catonsville. Initially I was worried, that they would not pay off the car before my next payment was due. Jordan assured me I had nothing to worry about. Thanks Dee for giving me a ride home when I sold the car, Thanks Jordan For All You Did, And thanks Adam for taking my call and listening to my concerns. More

Brooke Is the best car sales person I have ever worked with. She is incredibly knowledgeable and helpful. She was able to answer questions that other dealers were not able to answer. Brooke was able to ge with. She is incredibly knowledgeable and helpful. She was able to answer questions that other dealers were not able to answer. Brooke was able to get me the information needed to order my new company car. I selected the car she recommended. Brooke is very professional. It is rare to find somebody that knows their product this well in today’s world. More

Constant follow up. Great customer service and answered questions. Tricia, Victor, the whole team was excellent in their service. We are proud for the dedicated team. Great customer service and answered questions. Tricia, Victor, the whole team was excellent in their service. We are proud for the dedicated team. More

Deven was reluctant to show us the car we came to see. After we got back from the test drive and talked about the numbers, he was extremely rude and wanted to make us feel guilty about negotiating a bette After we got back from the test drive and talked about the numbers, he was extremely rude and wanted to make us feel guilty about negotiating a better car price!!!! I asked him if the car was getting washed, and he replied that you spent an hour haggling, so just wait! After this was disclosed to the management, they transferred us to Greg Johnson, who was very pleasant. More

Greg was wonderful. He was friendly and supportive. It was my first new car purchase in 30 years and he helped me find a car that I love and that fits into my budget. I He was friendly and supportive. It was my first new car purchase in 30 years and he helped me find a car that I love and that fits into my budget. I highly recommend Greg! More

I highly recommend that you seek out Dave Hevi when purchasing a car at Heritage Mazda - as I found Dave to be respectful, considerate, very accommodating, and truly interested in making my purchase as purchasing a car at Heritage Mazda - as I found Dave to be respectful, considerate, very accommodating, and truly interested in making my purchase as simple and satisfying as possible. More

Horrible customer service. Ended up just wasting my time and no accountability for their actions- everyone kept pointing fingers. Gave one more chance to help and now ignored Ended up just wasting my time and no accountability for their actions- everyone kept pointing fingers. Gave one more chance to help and now ignored. Do not buy from here More

Tricia Foley was very knowledgeable and helped me purchase a Mazda3 Sedan. She was very responsive and a pleasure to work with. purchase a Mazda3 Sedan. She was very responsive and a pleasure to work with. More