Akiel Owens

I am writing this review about the extremely disappointing experience I had while purchasing a Mazda CX-50 Hybrid from the Heritage Catonsville branch on July 25. I sincerely regret making this disappointing experience I had while purchasing a Mazda CX-50 Hybrid from the Heritage Catonsville branch on July 25. I sincerely regret making this purchase through the Heritage Catonsville location and I would like this complaint to be forwarded to the appropriate senior management at Heritage Automotive Group as well as Mazda. I respectfully ask that you read this in full, because this is not an exaggerated or manipulated story. This is a genuine account of what happened to me and my family, and I felt that I was treated unfairly and disrespectfully throughout the process. On July 25 at approximately 2:00 PM, I arrived at the dealership for my scheduled appointment. I was also trading in my existing vehicle, so I understood that the process would take some time. Initially, the salesperson had agreed with me through messages and a phone conversation ahead of the appointment on a price for the Premium Plus model. However, after I arrived at the dealership, the sales manager told me that the price provided to me was a mistake and that I would have to pay an additional $1,500. Although I was disappointed, I agreed because I really liked the vehicle and wanted to complete the purchase. I then proceeded to the finance manager's office to complete the paperwork. This is where I felt the situation became particularly frustrating and disrespectful. The price we had agreed upon was not correctly reflected in the paperwork. I pointed this out and asked for it to be corrected. I was told that the process would have to be started again. After it was corrected, there was another mistake on the final price. When I again asked for the paperwork to be corrected, the finance manager immediately left the office and told me that I was "annoying" and that it was already past 8:00 PM on Saturday and he wanted to go home because his time was being delayed because of me. I was extremely surprised and disappointed by this behavior. I was not asking for anything unreasonable—I was simply asking the dealership to provide the correct price and paperwork for a vehicle I was purchasing. My wife was also present over phone and heard the manager say that I was annoying. She was shocked by the way I was treated. I want to emphasize that I felt I was being treated differently and disrespectfully as a customer. I cannot speak for how other customers were treated, but this was my personal experience at the Heritage Catonsville location. At the end of the purchase process, I also asked whether there was any customer appreciation gift or token provided with the purchase. Rather than handling the request professionally, the response from the staff was dismissive and seemed as though they were laughing at the request. They asked me, ‘oh, you want a gift?’ Eventually, I was given a simple keychain, but the overall attitude made me feel unwelcome and unappreciated as a customer. The experience continued at the time of delivery. Because it was already after 9:00 PM, I was told to return on Monday for the vehicle to be detailed. I returned to the dealership on Monday as instructed and waited approximately one and a half hours. After waiting, I asked whether the vehicle was ready, and I was told that it was. However, it was immediately obvious that the vehicle had not been touched at all. The condition of the vehicle clearly showed that no meaningful detailing had been performed. It looked exactly like how it was when I brought it to the dealership that day. Please keep in mind that this was a vehicle that was previously sitting on display in the store, so some detailing was needed inside.  When I brought this to the manager's attention, he came out with a towel and asked me where the cleaning was needed. I pointed to a spot and he just wiped there with his towel. He did some of the cleaning himself. Honestly, I could have just used a towel at my house and done this same thing. I did not have to drive to the store if this More

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Unfortunately, this dealership has been a complete disaster. I bought a car from them a week ago on Friday and it broke immediately and we were stranded. After towing the car back to the dealership, I disaster. I bought a car from them a week ago on Friday and it broke immediately and we were stranded. After towing the car back to the dealership, I was promised it will be fixed on Monday. Nobody called. After I called them myself on Tuesday they acted surprised that I called and claimed that the car is being looked at and just needed a software update. I found that hard to believe as a lack of software update doesn't disable the car in the middle of the road but they told me they know what they are doing and implied I do not. The next day they claimed they needed another couple of days to fix it but it's not a big deal, then a few days later they told me they needed another week. So basically after cashing my very large check, they gave me a dangerous lemon and are expecting to keep it for weeks or months on end without any explanation or even an estimate, meanwhile, GM is hiding out and not returning calls. Nobody seems to be in charge and everything is always someone else's fault, there's very little to no accountability, multiple people I talked to were interrupting me and arguing with me on facts, saying how it's not true it has been 5 days' it's only been 1 day because they don't work on weekends like other dealers do or can't deal with 3 inches of snow or other excuses, trying to gaslight me as if I imagined everything. Just the worst experience I've had related to cars in my whole life. More

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Prioritizing customer satisfaction, Ed Watts strives to assist customers in finding the ideal vehicle, rather than simply making a sale. He is dedicated to delivering exceptional results and ensuring custo assist customers in finding the ideal vehicle, rather than simply making a sale. He is dedicated to delivering exceptional results and ensuring customer delight.Today I’m driving a 2022 BMW 740 I. Go to Ed Watts and don’t worry he got you. More

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