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Heritage Mazda Catonsville - Service Center

Baltimore, MD

3.3
40 Lifetime Reviews Review Dealership

40 Reviews of Heritage Mazda Catonsville - Service Center

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January 25, 2021

"Overall it was a great experience. The service was very..."

- davidjones2603

Overall it was a great experience. The service was very good and the process was fast. They really make you feel like part of the Mazda family.

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Quality of Work
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Overall Experience
Recommend Dealer
Yes
Employees Worked With
Jan 26, 2021 -

Heritage Mazda Catonsville responded

Hello, in order to deliver the best experience possible, we try to set high expectations for ourselves. We're so glad to receive your positive review. We hope to be of service to you again! Take care!

September 09, 2020

"I have really enjoyed my service at Mazda Catonsville..."

- joe07class

I have really enjoyed my service at Mazda Catonsville since Mazda Owings mills was discounted. My car has always received high quality service and great feedback of what to expect to keep my vehicle in top shape. Recently, I have purchased a new 2017 Mazda 3 in addition to my 2014 Mazda 6. When I say professionalism was thrown out of the window... I was appalled at the treatment my wife and I received. I scheduled an appointment for service and noted that I had a “WE OWE” sheet I was instructed present for installation of my auto Start. We came in contact with the service manager “Bobby A.” Who proceeded to explain that 1. They don’t do that work on Saturday’s 2. They did not have the parts in stock 3. They did not have a loaner vehicle to give my wife 4. The price quoted was incorrect and asked if I was paying the difference. My reply as the customer who is also a Retail Director of a hospital knows the customer service comes first with the up most hospitality. Also, the price of the auto start was not my issue as a customer. I came with the proper paperwork which should have been carried out while the office investigation as a service manager was handled in the background separate from the customer. That was not given to me. I had to ask for him to reschedule me once the he has loaner vehicle for my wife, but the service had to be done on a Saturday due to our schedule. Even that curtsey was not given to me. I had to reach back out 6 days later to follow up which his reply was that he was not ordering the parts or doing the service until the difference was paid. I asked well as your customers with a 20,000 vehicle who has been a customer of your who has paid for 1 vehicle fully serviced by Mazda already has to do with a $600.00 difference that can be handled between managers and not your customer who has presented the proper paperwork??? Needless to say, My wife 8 year wedding anniversary new car surprise with the bells and whistles has been ruined by Mazda Catonsville all within 1 week.....

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Recommend Dealer
No
Employees Worked With
Bobby A. Service Manager
Sep 14, 2020 -

Heritage Mazda Catonsville responded

Hi Joe. Thank you for taking the time to review Heritage Mazda Catonsville. We appreciate your feedback. Our goal is to meet then exceed the expectations of all our customers and are disappointed this did not occur. We sincerely apologize for the issues you experienced with our Service Department, as this is certainly not our way of doing business at any of our MileOne stores. We have shared your comments with our management team and service staff and are confident they will use the feedback to improve their processes moving forward. Our General Manager, Mike McGuire, has attempted to contact you several times to personally apologize for the situation and immediately address your concerns, but unfortunately has been unsuccessful in reaching you. We work hard to maintain a high level of customer satisfaction and would appreciate the opportunity to rectify our missteps. At your earliest convenience, please contact Mike directly at mmcguire@mileone.com or 410.818.1182 so we can ensure your experience is consistent with the high standards that match our reputation. Again, thank you for your time and valued input. We look forward to speaking with you soon.

Sep 20, 2020 -

joe07class responded

I emailed you directly Thank you

March 03, 2020

"Ray is the Best Service advisor there ( don't use anyone els"

- lentiflo13

I used him 3 times, every time he promised that he would call be he did, and I always felt like the info he gave me on the repair was truthful and fair. WARNING, After visiting there in February of 2020, it does not appear that Ray works here anymore & my last 3 trips to the car dealer, unfortunately I got Jeff Heckman, which has been the complete opposite experience. He does not call you back when he says he will, promises to schedule an appointment and did not ( I have proof of this ) & promised to help take care of a broken part which I came in and they did not. - Ever since the new Service manager change ( Farzad Aleem ) & the new service center employees, this place has suffered in quality. I would not go back.

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Recommend Dealer
Yes
Employees Worked With
Mar 07, 2020 -

Heritage Mazda Catonsville responded

Thank you for taking the time to leave us this detailed review. We appreciate all constructive feedback, as we are always looking for ways to improve our services. Please don't hesitate to reach out if there's anything we can do for you. Take care.

April 02, 2019

"Consistently damaging my new car and cutting corners"

- Greenland

I’ve had a mixed relationship with this dealer. I bought a brand new 2016 in June 2018. It was priced well to sell. After purchasing it I noticed several dings that weren’t fixed and that the straps for the top were broken. This was a common issue for early ND Miatas. I was not expecting to buy one with the straps pre-broken. I tried to get this repaired but was unsuccessful. Service was not helpful getting my car back to me. I guess a lot of their customers don’t have a typical 9-5. However, the original sales staff that sold me the car came through and made it so I could pick my car up. This took a lot of effort to get replaced. After leaving my initial review of this massive effort, management came through, picked up my car a took care of everything. They even brought me a loaner during the time that they would order parts and fix these issues. I was super pleased and willing to give this dealer another shot. It seemed to worth the 2-hour round trip for a couple of staff member that really made the difference from other dealerships. Fast forward to having weird noises from my transmission and two trips to this dealer it got approved to be replaced by both the techs and Mazda Corporate. I was given a timeline and loaner during this time period. During the time period, they found some damage to one of my under panels and quoted me $50 to replace it. If I didn’t I was told there would be some vibration and noise. I said go for it because it wasn’t that much. When picking up the car I was told that I didn’t have to pay for this panel as it was actually covered under warranty. Awesome! Later I went back to the dealer and got another common issue fixed, the delaminating screen. While I was there, I got some interior pieces replaced that were damaged when the trans swap was done. It just seemed like someone pried on the wrong parts and broke/damaged the center console button plastics/surrounds. A few weeks later on a Sunday, I go to inspect the car underneath to figure out some noises. Low and behold I find the panel that goes under the engine missing and the panel I was told should be replaced and told it was replaced for free was not in fact replaced. I tried following up this discovery with service. My service rep had to do some investigating and was told things I should have been told in the first place when the trans was being replaced. Things weren’t lining up and I didn’t know if the tech was trying to cover themselves about the panel missing or what. Back to that second panel, the one that was meant to be replaced for $50 and then covered under warranty, I was now being told it would cost $130 for the part. Instead, I got the part number and bought it from another dealer for less. Upon receiving replacement panels and going to install them on the weekend I discover more damage to the car when the transmission was replaced. I found damage to the thermal under shielding that goes above the trans to be damaged along with missing a nut to hold a part of it on. On top of that, there were some impacts to the trans tunnel itself with now missing undercoating. At this point I gave up with my service rep, as clearly the techs weren’t giving him all the info, it was unfair on him to be mad because of someone else’s work. I finally call to speak to the man in charge of the service department, I called several times because each time he was apparently busy and what I had to say was not that important. This took three attempts, the last one only working because I told the operator that there was a bunch of damage to the underside of my car from when the trans was replaced. He then tells me I have to bring him the car so he can check it out and determine what do next. This was understandable, but I wanted answers and these parts to be in stock for when I bring the car around. Dropped the car off, point out all the damage. Told by Randy those things would be taken care off. Told it would be done by the 29th. Called March 29th and told that they bit off more than they can chew and it would be done Monday, April 1st. On that date, I was called and told the car was done. Picked it up. The warranty issue with the mirror was not replaced. The Brace I was quoted $50 to replace and was replaced by myself was installed. The bolts have not been replaced. The Bolt that was damaged appears to been replaced by one a random one. It’s probably going to rust itself in place. At this point, I have been left with damage to the interior and underside from a warranty transmission install by the dealer. While I’ve already had a visit to fix the damage interior parts that were removed for the transmission swap. I have missing components and damage to the trans tunnel have not been resolved and were immediately apparent after having to replace missing under panels myself. Panels that I was told that were damaged and needed to be replaced during the transmission work were not replaced at all. If I wasn’t skilled or had the willpower to discover these things they wouldn’t be known for years. I question how many times this has happened to other owners without them knowing. I question the work done and won’t be returning to a dealer again. I doubt I will buy a new car again or utilize the dealer ever again. I had high hopes that the dealer was different from the horror stories people typically have, only to find out it’s just as bad if not worse. I’ve tried be fair working with dealer. I’ve given top reviews to those who are clearly too good to be working at a dealership. But I can’t anymore. This is my first new car and my first dealership experience, especially one with Mazda. The car isn’t even a year old in my hands all I have is wasted days going back and forth, sleepless nights wondering if my car is about to fall apart. I won’t be going back, I don’t know if I will ever buy a car new again, much less one from a Mazda dealership. Timeline of most recent events: Around December 18th: Visits to the dealer to get the trans replaced December 19th: Called and told the trans is approved January: trans replaced January 10th: told a panel was damaged and needed to replaced because of sound/vibration could be apparent. $50, approved it. (N243-56-A9X) January 17th: told everything was done and ready for pick up January 19th: picked up the car, told panel was actually replaced via warranty and didn’t need to pay $50. Super happy. February 18th: Returned car to have top plastics of interior replaced because of damage during trans replacement. Also has screen repair (TSB some panels were not fully seated back). February 24th: Discover engine panel missing and rear one not replaced. Was told the techs will be talked to and figure it out. Only now being told that the tech said a lot of under paneling was gone (removed). News to me. At this point, I want things replaced and a bolt check to be done on the install. March 2nd: Told panel that was meant to be replaced is $130. Got the part number and bought it for $96 myself to save myself the time and aggravation. March 16th: After buying new panels and installing them on the car I discover significant damage and missing components. Damage to the frame rail, trans tunnel and trans tunnel shielding (wasn’t there in photos during install). Damaged bolt from over torquing. Missing shielding nut (appears to be missing before in photos). March 18th: around 9:15 am a call to the manager, left a voicemail. Called several times and only got through when I directly called out there was damage to my car by them. Talked to the man in charge of service and he said I have to bring it round so they can fix and repair. March 23rd: Dropped the car off, point out all the damage when they finally got the car on the lift to Randy the service manager. Told by Randy those things would be taken care off including opportunities missed by the factory. Told it would be done by the 29th. March 29th: Called and told that they bit off more than they can chew and it would be done Monday. April 1st: Told the car was done. Picked it up. The warranty issue with the mirror was not replaced. The brace I was quoted $50 to replace originally and was replaced by myself from another was installed, they didn't need to fo that as I already had one at home. The bolts have not been replaced. The Bolt that was damaged appears to been replaced by one a random one. It’s probably going to rust itself in place. April 5th: Finally talked to the service manager. Was more interested in arguing, flip-flopping on which panel was apparently missing. Not sure how that fixes not being told the needed information at the time or the damage. He says he will take care of the mirror because he dropped the ball on that. Still waiting on it. So pretty sure that's not showing up.

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Recommend Dealer
No
Employees Worked With
Randall Warner (Randy)
Apr 24, 2019 -

Heritage Mazda Catonsville responded

Hi Matt. Thank you for taking the time to review Heritage Mazda Catonsville. We appreciate the time you spent to leave such a detailed review. Our Director of Operations, Dan Matysek, would like for you to call him at 410-818-2218 to discuss your concerns and schedule a time to take a look at your vehicle at the dealership. We are looking forward to your next visit to ensure your experience is consistent with the high standards that match our reputation. Thank you.

January 11, 2019

"The best adviser "

- Peawiddle

Ray and Randy are always very professional, honest, and fair. I have two vehicles that I service here and I wouldn't take them anywhere else! Their prices are competitive and I trust their technicians.

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Recommend Dealer
Yes
Employees Worked With
Jan 16, 2019 -

Heritage Mazda Catonsville responded

Thanks for your praise and kind comments about our team! We look forward to your next service visit! Take care!

August 27, 2018

"Lazy and doesn't do his job"

- Angrycustomer

If you could give someone a 0 out of 5 stars, that is the rating I would give Randy. The Service department wrongfully charged me for an oil chance and I have been waiting for my refund check for about 4 months now. I basically had to harrass Randy and call non-stop for 2 or 3 days to get him to even talk to me. Then when I finally got him on the phone, he told me it was taken care of and the refund check would take about 7-10 days to get to me. That was almost 3 weeks ago. This guy is not only a liar, but he is clearly super lazy and really needs to get fired.

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Recommend Dealer
No
Employees Worked With
July 25, 2018

"Very professional and helpful."

- Pitchfork18

Would recommend the Mazda Service in Catonsville to everyone. The Staff (Ray Grewe) are very professional and helpful. Since 2014, I've always had great customer service, and won't go anywhere else for all my Mazda Service needs.

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Recommend Dealer
Yes
Employees Worked With
Jul 27, 2018 -

Heritage Mazda Catonsville responded

Thanks for your positive feedback and recommendation! If you have any further questions, please give us a call. We're always happy to help!

February 04, 2018

"Finally got it right"

- Kevin B Simmons

Bought a 2009Toyota Corolla from the Mazda/Subaru dealer and the Tire Pressure Indicator was on. They filled the tires to specified pressure and we drove off the lot. It continued to be lit (my daughter was driving it so didn't get the specifics). Brought it back and they ran a diagnostic and the O2 sensor was bad. Had to bring it back a second time because they had to order the part from the Toyota section up the street. It came in and had t make another appointment to have it repaired only to find out the parts guy at Toyota sent the wrong sensor down. Another appointment. Got the sensor repaired, but the tire pressure monitor was still lit!?!. Frustrated I left again and had to come back again after driving the vehicle overnight to ensure the sensor light didn't go off. Came in and got the repair done. Mazda/Subaru picked up the tab since it was still less than 2 weeks into the purchase. Now throughout all of these visits, there was a person that went to bat for me, made sure if I needed a ride/shuttle was arranged. She made the calls to the Toyota end to ensure they got it right. Ms Jennifer Cahill is the epitome of customer service. Always smiling, knowledgeable, courteous and nothing but helpful. I kow I will be going to the Toyota end for service, but I had to commend Ms Cahill for her skills. If you wanted to put a positive face on a challenging position to be in it would be Jennifer's. Thanks for all you did going to bat for us and getting the job done.

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Recommend Dealer
Yes
Employees Worked With
Jennifer Cahill
Feb 06, 2018 -

Heritage Mazda Catonsville responded

Kevin, we regret to hear of the frustrations you encountered with the Toyota Corolla you purchased from our dealership, but we are pleased Jennifer provided such excellent customer service. We will pass your thanks along to her. If you ever need anything else from us, please feel free to give us a call or stop by. Have a wonderful day!

September 12, 2017

"Great experience at heritage"

- Bear123

I was treated at heritage Mazda extremely well. I was pleasantly greeted from the get go, treated respectfully,and kept informed thru my appointment. I found the business to be clean and run professionally. I even was offered beverages.

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Recommend Dealer
Yes
Employees Worked With
Maggie Popham
Oct 09, 2017 -

Heritage Mazda Catonsville responded

Good afternoon. In response to your review, I want to take the time to thank you for praising our dealership. Heritage Mazda Catonsville works extremely hard to ensure a satisfying visit for each and every customer and we take pride in the fact that you’ve provided us with exceptional positive feedback. Please don’t hesitate to call or stop in anytime should you need any further services. Thank you again and have a great day!

September 12, 2017

"Heather is a great manager"

- Al333

She is knowledgable caring and punctual. The team respects her. I would bring my Mazda there again for service. We also bought the car thete.

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Recommend Dealer
Yes
Employees Worked With
Heather Wingerd
Oct 09, 2017 -

Heritage Mazda Catonsville responded

Thank you for your encouraging review of Heritage Mazda Catonsville. We are particularly grateful for any positive feedback, but a response like yours truly motivates the team. Without our customers we would not be in business and for that reason I wanted to personally thank you for sharing your satisfaction. If you would need any assistance towards future purchases and/or services, we would love to help! Thanks so much, Heritage Mazda Catonsville.

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