Heritage Mazda Catonsville - Service Center

I dropped my car off on February 27th for a diagnostic. On the 1st or March I received a call saying my wiring harness was bad and they would have to replace it. I let the advisor know that the car was pre On the 1st or March I received a call saying my wiring harness was bad and they would have to replace it. I let the advisor know that the car was previously diagnosed and there was not a problem with the OBD reader. He said we would call me back and never did. I called and left messages to call me back and my calls were never returned. Finally, I decided to call from my work phone and the advisor answered immediately. He told me he would look into what was going on an get back to me. On Tuesday March 6th after 6 days of “looking into it” another advisor called me to say the harness was bad and they simply cannot pull the codes. I felt as if I was being misled as they did not provide me with the diagnostic video the dealership provides. They suggested trading the car in because of the miles and the fact that they claimed it needed a $2000 harness to diagnose. When I said I would look into trading I got a call from the GM Steve who said he would help me with the situation. I had a $3000 warranty that I was out of by 10k miles. Right after Steve called I got a call from the sales manager as well. After discussing my trade options I would be upside down and my payment would go up by $200! I went back to service to say I want the car fully diagnosed before I make a decision. I asked to see that my car was not reading when connected to the OBD reader. They all had a look of shame on their face. They reluctantly went to find the reader after making up a few excuses, the Mazda reader is too large, we can bring out the hand held but we cant really use this to diagnose. When the “master tech” came out he said he saw a bunch of shut off codes and then asked me if my battery has died. I said no, he suggested I needed a battery that would solve my issue. I had lost all trust in the dealership at this point, I knew he was misleading me but I wanted the car diagnostic. They wanted to make some money off me anyway they could even if it mean putting a $400 battery in my car did not need. Thursday March 9th I told the advisor to change the battery if that’s what it will take to diagnose the vehicle. No one calls me back AGAIN! I call and get ignored until I call from my work phone and get an immediate answer. The advisor again plays dumb and says he will call me back and doesn’t. Since Steve was quick to call me and offer help to trade the car I called him. He said he would call me back and did not. Monday comes and someone from special finance calls me to try to sell me a car again. I told her I’m waiting to hear from service and have not got an answer about my vehicle so I can’t make a decision at the time. She apologized for the bad service I was receiving and said she would call Steve directly. She said she spoke to him; he said he was looking into it and would call me in 1-2 hours. This was at noon. 3 pm came and went, I left her know it’s been 3 hours and no one called. She called the dealer again; another hour went by. I decided I was not going to get any answers by being nice and patient. I called corporate that afternoon. My husband went to the dealership since they would not respond by phone. The cooperate service director happened to be there. He spoke with my husband and told him for $420 he would give the car a pressure test and if that doesn’t work they will test the wiring harness for $370. I told him I want the car diagnostic. He called his back later that day and finally gave us a guesstimate of 15k! At this point I’m not sure if the information provided is true or not because they did not provide me with a video of the vehicle being looked over which has been done in the past. Whether what I feel is true or not, I believe that they want to throw high numbers at me to discourage me from fixing it so they can steal my vehicle for a low number and sell me a car. I used to sell cars so I saw the backside of similar practices first hand. More

After more than 20 years of having a Mazda, I honestly don't know how you all are still in business. The lack of client service is staggering. I've emailed and called too many times to rewrite again. don't know how you all are still in business. The lack of client service is staggering. I've emailed and called too many times to rewrite again. Luckily, I was able to find a new garage, had them fix your mistakes and they have gained a new client. You have lost another. More

Buying a vehicle is a huge investment, but you are also investing in a dealership, so you want to go to a reputable one. Heritage Mazda of Catonsville became my dealer of choice when I purchased my 2019 Je investing in a dealership, so you want to go to a reputable one. Heritage Mazda of Catonsville became my dealer of choice when I purchased my 2019 Jeep Compass Latitude. My salesperson, Devora, created a buying experience everyone should have when making such a major decision. Devora is friendly, knowledgeable and most importantly - NOT PUSHY! I couldn’t wait to purchase my vehicle and tell everyone about my phenomenal salesperson. Now, after the sale, is your dealer still taking care of you? Heritage Mazda does. I worked with Steve Knolle to discuss a concern, and, he too, was extremely professional, knowledgeable and LISTENed to my concerns. He did not brush me off or tell me what I wanted to hear - HE LISTENED and took action. Put my concerns to rest and assured me Heritage takes care of its customers. So - do you want to make one of the largest purchases decisions you will make with a just a good dealership, or a GREAT dealership? If it’s the latter, there’s only one answer, in Maryland, Heritage Mazda of Catonsville. Thanks to the entire Heritage Mazda of Catonsville Team! You have a customer for life! More

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

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