Heritage Mazda of Bel Air

I have never been upset enough with my treatment as a potential customer to ever have to write a review on a business. However, after how I was treated, I feel it is important to share my experience. potential customer to ever have to write a review on a business. However, after how I was treated, I feel it is important to share my experience. I've had my Mazda since 2013 and absolutely love it. My previous purchase was from another local dealership whom I had a great experience buying with. I had my 2014 CX-5 paid off and was looking trade it in to upgrade. After a few inquiries online, I received a voicemail from Heritage Mazda in Bel Air, from salesman named Paul Gallo, who stated that the dealership was behind on their quota and needed to make sales before the end of the year. I returned the call and spoke with the Store Manager, Rodney Dais. During our phone conversation, I told Rodney the exact make/model/trim of vehicle that I wanted, which he confirmed was in stock. Rodney was eager to get me in the door (on Christmas Eve nonetheless) and asked for the price I was looking for to get the deal done that day. I told him my off the lot price without my trade in. Rodney said he could match the price and give me ABOVE Kelly Blue Book (KBB) value for my trade in. I was pleasantly surprised when I heard the news and asked for some time to talk it over with my fiancé and in the mean time asked that he email me a quote with our agreed off the lot price to move forward with the deal. Well, after a series of back and forth emails with Rodney, he valued my trade several thousand dollars below what KBB had it listed and that the “official” offer was based on the trade in value. I even sent him screenshots of the KBB website and the fair trade in value, which was roughly 10k-13k. I was working at the time, but because Rodney said on the phone he could match or beat my off the lot price, I offered to leave work several hours early and drive my vehicle to the dealership for a more accurate appraisal. Rodney agreed, so off I went. I hustled up to the dealership and got there about an hour before they closed at 5 due to the holiday. I was so excited that I was going to get the price I had been looking for from a neighborhood dealership. Almost like it was too good to be true, right? Little did I know, that was exactly what the “deal”was. The appraisal was completed by Damon Snipe. He was very nice to deal with. Damon brought back the initial offer for the vehicle. The initial offer had my trade in value at under the KBB fair trade in value. I told him that wouldn’t work because Rodney told me he would give me above KBB value and the amount in the offer was well below KBB fair trade value was. I then showed him the same screenshots from KBB with the value that I sent to Rodney that I needed. Damon asked for what price I needed to make the deal work. I explained that I left work several hours early on Christmas Eve and drove 45 minutes just to get to the dealership and in order to make the deal worthwhile I needed at least 12k for my trade in, which by KBB standards was still well within the fair trade in value. Damon left and took the counteroffer to Rodney. By the time Rodney had returned with the counteroffer, I was one of two customers left at the dealership. Rodney then broke down the deal, beginning with the trade value for my 2014 CX-5. It was still less than what was listed on KBB. I responded that I needed the fair market value for my trade in for us to proceed with the deal and that I had my vehicle appraised at Carmax less than 24 hours ago for more than he was offering for trade. Rodney responded by telling me I was not going to get the fair market trade in value for my vehicle, but he would match what Carmax offered me for my vehicle, which in his own words made him “a man of his word”. I explained that I had left work several hours early to bring the car to them on Christmas Eve and that the trade in value needed to be at least fair market value to make it worth my time. Rodney stood firm that the trade amount wasn't going to change above what carmax had offered. He even stated initially that he couldn’t believe that carmax offered me as much as they did for my car, but after a few moments he stated that “they’ll just buy anything”. I acknowledged that the trade value was something we could revisit and attempted to move on with the deal. Rodney then condescendingly stated that my vehicle on their dealership lot would be an embarrassment to the dealership and would be a poor reflection on “how they (Heritage) do business” and would cause customers to second guess ever coming to Heritage. Rodney then jokingly referred to my vehicle as the "Batman car". He then proceeded to explain that he wouldn’t be able to sell the car as is because it had an aftermarket head unit installed in it. Strange to hear this from someone who has a job responsibility to literally buy and sell cars. At this point several employees were gathered around in the area and I was already embarrassed that I had left work early on Christmas Eve to meet with a Store Manager who not only did not keep his word, but also felt the need to try and make an example out of me in front of his staff for his own amusement. Before Rodney could continue his "show" for his employees, I asked him about the original price we agreed to on the phone earlier that afternoon. Rodney looked at me and stated "I never agreed to that". Needless to say, I immediately ended our meeting and wished him and his staff happy holiday. My only question to Heritage management is if you or your loved ones were treated like this at any car dealership, would you ever return or recommend it to others? I understand that selling and buying cars is a business and that maximizing profit is what keeps the business going. However, I was approached by your dealership asking to sell me a car. I didn’t need a new car by any means, but I made the choice to give your dealership, over several other local reputable dealerships, a chance to sell me one. And what I got in return was a belittling, rude, and embarrassing experience that I will never forget. And as a company whose mission it is to have the “best in class service”, I can confidently tell you that the best part of my entire experience was when it was over. More

Amazing service , got me approved in no time , helped me get the best deal on a new car ! Recommend this dealership to anyone . Thanks Mazda get the best deal on a new car ! Recommend this dealership to anyone . Thanks Mazda More

Always a pleasure!!! I have purchased and leased several vehicles from Heritage Mazda in Bel Air. The Parts Manager has always been willing to help and ordered anything I I have purchased and leased several vehicles from Heritage Mazda in Bel Air. The Parts Manager has always been willing to help and ordered anything I needed. Helped with all the new accessories I wanted also. Will definitely return. More

Awesome Service Department! Appointment was on time and completion of work was fast - Service people helpful and kind. Like the text feature when work is completed! completion of work was fast - Service people helpful and kind. Like the text feature when work is completed! More

Great experience Steve made this a great car buying experience. They gave me more than expected on my trade and I got a great deal on a brand new CX 5. I would definit Steve made this a great car buying experience. They gave me more than expected on my trade and I got a great deal on a brand new CX 5. I would definitely recommend this dealership. Ryan in finance made the process easy and fast. Best car buying experience I’ve ever had. More

I had a great experience servicing my Mazda with Michael Avena. Everyone is friendly and they provide great service. I will gladly return to continue to service my vehicle with them. Avena. Everyone is friendly and they provide great service. I will gladly return to continue to service my vehicle with them. More