Heritage Mazda Catonsville

I’ll keep it short and sweet: I walk into their showroom and in comes Steve Sherman, who was friendly, helpful and very willing to give me a test drive. Afterwards we sat down and I gave him an offer on pu and in comes Steve Sherman, who was friendly, helpful and very willing to give me a test drive. Afterwards we sat down and I gave him an offer on purchasing the car. He went to talk to the manager (whose name I don’t remember) and after a long wait Steve Sherman and the manager come out not willing to accept my offer and not willing to come close to the trade in value of my car. That's ok... So I thank them for their time and I walked out. Steve Sherman remained friendly and mentioned to call him if I were to change my mind. Two days later I e-mail Steve to talk about my offer. And he didn’t reply my e-mail. I emailed him again, and NO response. I emailed him again (three times now) and no response from Mr Steve. I then went out my way and called him on the phone and NO response. It’s almost like he just didn’t want my business. What happened to the friendly, helpful and very willing salesguy I had met days earlier.....? In the end I bought the EXACT same car (except for the exterior color) though Gatierburgh Mazda, who clearly wanted my business. To this day I have not heard from Mr Sherman. I hope he is OK and nothing bad happened to him??? I cannot recommend this dealership. There are better Mazda dealers out there More

Bobby and May are like our car buying experience extended "family!" This is our 3rd Mazda purchase that involved Bobby and 2nd with May. The Team at Russel Automotive does their best to make the car buying "family!" This is our 3rd Mazda purchase that involved Bobby and 2nd with May. The Team at Russel Automotive does their best to make the car buying experience as pleasant as possible! Bobby and May are very engaging and interesting people that will do whatever they can to help you get into the vehicle you want. We really like our newest addition - the CX-9......big brother to our CX-5! Zoom Zoom. More

Very helpful and accommodating without the high pressure. Treated my daughter and I with respect and felt very comfortable interacting with entire staff at Mazda. Great experience! Treated my daughter and I with respect and felt very comfortable interacting with entire staff at Mazda. Great experience! More

I'm very happy with my Mazda purchasing experience. Everyone was extremely helpful & friendly. I did not feel that typical "pressure" to purchase a car. Everyone was extremely helpful & friendly. I did not feel that typical "pressure" to purchase a car. More

On our first entering the grounds of Russell Mazda, my husband and I just wanted to look! Then we met Herb Thomas and he appeared to be very genuine and not pushy. We hadn't planned on doing a Test Drive husband and I just wanted to look! Then we met Herb Thomas and he appeared to be very genuine and not pushy. We hadn't planned on doing a Test Drive and we DID! And the rest is history! We also had a wonderful experience with the Credit Specialist! They made our life BETTER! More

I LOVE MY NEW MAZDA MIATA. SALESMAN FRANK AND SALES MANAGER FARES AND FINANCE SPECIALIST SHANISE WENT OUT OF THEIR WAY TO HELP ME GET FINANCED. AFTER A DIFFICULT YEAR, BUYING THIS CAR MADE ALL THE DIF MANAGER FARES AND FINANCE SPECIALIST SHANISE WENT OUT OF THEIR WAY TO HELP ME GET FINANCED. AFTER A DIFFICULT YEAR, BUYING THIS CAR MADE ALL THE DIFFERENCE. More

I used to be loyal to this dealership, but after my recent experience with them I would not recommend them to anyone. The sales team was very pushy, would not provide straight answers and didn't reall recent experience with them I would not recommend them to anyone. The sales team was very pushy, would not provide straight answers and didn't really seem to care if they got my business. When I would as for the price, they would not commit to giving me one unless I would buy from them. I spent hours at the dealership and still had no idea what the cost was. Very unprofessional and disappointed with the costumer service. More

Horrible, High pressure, shady, dishonest, and intentionally confusing. What a scam. This dealership employs every old-school dealer tactic in the book. From the good guy/bad guy attack to intimid intentionally confusing. What a scam. This dealership employs every old-school dealer tactic in the book. From the good guy/bad guy attack to intimidation, to "you've just wasted my time"... this dealership and its management are HORRIBLE!!! More

Avoid this place at all cost. New car sales manager, Jake Lawson is not a person you should trust. He did not honor the written price provided by email so what else do you expect him to do. Price fudging is Lawson is not a person you should trust. He did not honor the written price provided by email so what else do you expect him to do. Price fudging is another issue you should be really careful at this dealership. Read all the papers before you sign as there might be different numbers on various pages. Jake is very unprofessional and disorganized and also rude. Try any other place but not this in whole MD or DC area. More

I had previously bought two cars from Russel, and although their service department is slow (especially for simple oil changes), they have shown flexibility in our dealings with them. But I wish the although their service department is slow (especially for simple oil changes), they have shown flexibility in our dealings with them. But I wish they would get rid of the good guy - bad guy routine in negotiating prices. I had researched competitive prices on the internet and gotten several quotes, some quite low. My wife had gotten a quote from Russel about $1000 higher than my lowest quote. I went back for a quick request for a lower quote. Steve, who has been very nice through all of our dealings through the years, takes this information back to Jake, the sales manager. I just wanted to leave, but they kept me waiting for about 15 minutes before Jake introduces himself, sits down, and shows me a printout of the MSRP and invoice price. With a sour expression, he explains how he loses money if he sells below the invoice, and any other quote must be lie, including discounts that I wouldn't qualify for. He completely discounts the validity of the quotes I've already gotten, as if I don't know how to figure out what each dealer's quote really includes. I felt insulted. A few days later, a day before I would buy my new car from a different dealer, I made an internet pricing request to Russel, and Jake replied with a request to follow up with us. I sent him my best offer, the same offer he had claimed was a lie, and he said he would match it! If he had done that when I first showed him the quote, we may have done business. I bought elsewhere. Message: With the internet, consumers can get pricing online from lots of dealers. With kbb.com, one can look up the current discounts and promotions, as well as current negotiated purchase prices. Why do dealers still treat us as idiots? Good news: some dealers are most straightforward in their offers, and that makes a happy buying experience! More