Heritage Mazda Catonsville - Service Center
Baltimore, MD
58 Reviews of Heritage Mazda Catonsville - Service Center
For a number of years, this dealer had been doing all the service to my car with no issues. Recently it seemed like the service department had changed and not for the better. I had a brake job done in May service to my car with no issues. Recently it seemed like the service department had changed and not for the better. I had a brake job done in May. A few weeks later, the rear brakes got incredibly noisy. I tried to call to discuss options and kept getting sent to voicemail. Even the call center rep was unable to get patched thru to anyone in service. Finally raised enough xxxx to get directly patched to someone to discuss it and get an appointment made to have it checked out. Took it in and got a call the next day saying the vehicle was ready. I had asked for someone to call to give me a rundown on what was going on and never got it. Drove over to get the car and they stated that they couldn’t find anything wrong from the rear brakes. Drove the car out of service and it started to squeal less than a mile from the dealer. Took it back and asked to speak with service director, Farzad ‘Bobby’ Aleem. I brought up the phone issue and he told me that it wasn’t his problem. When I brought up the brakes, he looked me in the face and asked “what do you want us to do?” He even had the audacity to grab an ice cream cone from one of his coworkers and start eating it in front of me when I was clearly livid about the situation. After some words, he acknowledged that they would put “their best techs” on it in the morning. I told him to give me a call by 10am with an update. The next day, 10am came and went with no update. When I called, he was still aloof to the situation. When I finally got a call that it was “ready,” I was unable to get any info on what was actually done. When I pulled up, they informed me that they sprayed braked cleaner and brake lube on it. The brakes started squealing 2 days later. After reaching out to Mazda corp, we agreed to get the car looked at by another dealer. The second dealer found the issue pretty quick. Catonsville did not install the brake pads properly. They left off the brake hardware that pulls the pads away from rotor. Catonsville also used so much brake lube that it was causing some issues. The car has been silent since dealer #2 fixed the brakes. Pretty annoyed that Catonsville messed up a routine brake pad job, couldn’t identify the problem after I brought it back several times, were rude, and only wanted to help when I started a case with corporate and left a negative review through the Mazda portal. This dealer will never see me again in any capacity. More
I cannot say enough about the Service department at Heritage Mazda Catonsville. They are friendly, funny (which I appreciate), and they ask for feedback if the customer was not happy - that is NOT an e Heritage Mazda Catonsville. They are friendly, funny (which I appreciate), and they ask for feedback if the customer was not happy - that is NOT an easy thing to do when dealing with the public. As much as my stay at the dealership was a bit longer than expected, it was comfortable. They provide complimentary water, coffee, hot cocoa. A nice sitting area, and again, friendly staff. (I appreciate the quick wash on my vehicle too! Pollen season!) More
Everyone was very friendly. I had an issue that stemmed from beginning pandemic era that I never talked to them about. After hearing my concerns, the manager and his team took g I had an issue that stemmed from beginning pandemic era that I never talked to them about. After hearing my concerns, the manager and his team took great efforts. I appreciate their customer service and attention. More
Pauline Hutchins is outstanding whatever you need she will find. Always greets you with a smile she is an asset to the dealership will find. Always greets you with a smile she is an asset to the dealership More
I brought my car for part repair, unfortunately l had to stay longer that l was expecting. All employees made me feel very comfortable like l was at my home and they are fixing my car in my garage 😂. Tha stay longer that l was expecting. All employees made me feel very comfortable like l was at my home and they are fixing my car in my garage 😂. Thank you guys soo much for everything! More
Brought my car in for regular maintenance and Lorenzo actually explained that I didn’t need anything instead of forcing unnecessary costs on me. Amazing customer service actually explained that I didn’t need anything instead of forcing unnecessary costs on me. Amazing customer service More
Very professional, accommodating, and helpful in a very timely manner. Highly recommend the dealership and the service staff. timely manner. Highly recommend the dealership and the service staff. More
They are very much helpful and cooperative.They respect They are very much helpful and cooperative. They respect customers a lot!!!! Highly recommend Baltimore National Pike, Haritage Mazda. Great custome They are very much helpful and cooperative. They respect customers a lot!!!! Highly recommend Baltimore National Pike, Haritage Mazda. Great customer service. You all did a very good job! More
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. good and the process was fast. They really make you feel like part of the Mazda family. More
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 t 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..... More