Heritage Mazda Catonsville

Horrible, High pressure, shady, dishonest, and intentionally confusing. What a scam. This dealership employs every old-school dealer tactic in the book. From the good guy/bad guy attack to intimid intentionally confusing. What a scam. This dealership employs every old-school dealer tactic in the book. From the good guy/bad guy attack to intimidation, to "you've just wasted my time"... this dealership and its management are HORRIBLE!!! More

Avoid this place at all cost. New car sales manager, Jake Lawson is not a person you should trust. He did not honor the written price provided by email so what else do you expect him to do. Price fudging is Lawson is not a person you should trust. He did not honor the written price provided by email so what else do you expect him to do. Price fudging is another issue you should be really careful at this dealership. Read all the papers before you sign as there might be different numbers on various pages. Jake is very unprofessional and disorganized and also rude. Try any other place but not this in whole MD or DC area. More

I had previously bought two cars from Russel, and although their service department is slow (especially for simple oil changes), they have shown flexibility in our dealings with them. But I wish the although their service department is slow (especially for simple oil changes), they have shown flexibility in our dealings with them. But I wish they would get rid of the good guy - bad guy routine in negotiating prices. I had researched competitive prices on the internet and gotten several quotes, some quite low. My wife had gotten a quote from Russel about $1000 higher than my lowest quote. I went back for a quick request for a lower quote. Steve, who has been very nice through all of our dealings through the years, takes this information back to Jake, the sales manager. I just wanted to leave, but they kept me waiting for about 15 minutes before Jake introduces himself, sits down, and shows me a printout of the MSRP and invoice price. With a sour expression, he explains how he loses money if he sells below the invoice, and any other quote must be lie, including discounts that I wouldn't qualify for. He completely discounts the validity of the quotes I've already gotten, as if I don't know how to figure out what each dealer's quote really includes. I felt insulted. A few days later, a day before I would buy my new car from a different dealer, I made an internet pricing request to Russel, and Jake replied with a request to follow up with us. I sent him my best offer, the same offer he had claimed was a lie, and he said he would match it! If he had done that when I first showed him the quote, we may have done business. I bought elsewhere. Message: With the internet, consumers can get pricing online from lots of dealers. With kbb.com, one can look up the current discounts and promotions, as well as current negotiated purchase prices. Why do dealers still treat us as idiots? Good news: some dealers are most straightforward in their offers, and that makes a happy buying experience! More

We were going in to buy a new Mazda and initially, after talking with the salespeople and looking at their inventory, everything seemed ok. However, the closer it got to closing time, the more pushy and imp talking with the salespeople and looking at their inventory, everything seemed ok. However, the closer it got to closing time, the more pushy and impatient everyone became. When we had chosen the vehicle we wanted to buy and were out for the test drive, the salesperson kept saying they needed to get back to the dealership (this was after about 4 minutes of driving). After we had settled on a price and had started the paperwork, the sales manager tried to sneak in a cost that was supposed to be included in the overall price. Everytime we asked questions about the process, it was met with annoyance by the sales and finance employees. Finally, after everything we had already been through, we did not receive the financing we had been expecting and so we said thank you but no thank you. The sales manager Jake then tried to pressure us into buying the car anyway and when that tactic failed, he got angry and told us we were wasting his time. Unbelievable. VERY unprofessional and disrespectful. Will never go back even to buy a floor mat. Would never recommend this dealer to anyone. More

Went to Russel Mazda to buy a car. The sales person had no clue of what was going on, The sales mgr(jake) just sat in his office. A woman came out and said that she was the business mgr and what could she no clue of what was going on, The sales mgr(jake) just sat in his office. A woman came out and said that she was the business mgr and what could she do. I told her I wanted to buy a car and she said lets see what your credit looks like. I told her i would be back, and we went to heritage and got a car. Thank you for saving me time and money. More

Salesperson is not knowledgeable about the car. Gave me a low so-called "MSRP" online, but give a much higher price when I showed up in the dealership. During the test drive, she did not even introduce the c low so-called "MSRP" online, but give a much higher price when I showed up in the dealership. During the test drive, she did not even introduce the car and just giving directions. Salesperson was not friendly at all and they are very sloppy. I would recommend this dealership if you want to waste some time. More

I will never recommend this dealership even to a foe. I went there to buy mazda3. The sales person was nice and did his job very nicely. Then came the turning point. When we moved to the finance department went there to buy mazda3. The sales person was nice and did his job very nicely. Then came the turning point. When we moved to the finance department. The finance department took 4 hours to complete all the paper work. We got our car. After that, everyday the finance guy would call us and demand different documents from us. One fine day, he called us at his office. When we arrived he told us that the finance was not approved and we have to drop the car off. He could have told us this over the phone but he called us and told this. We had just got one car. We had to drive all the way back and get 2 cars to drop off this car. The finance guy knew how far we lived. After returning the car, we wanted our deposit back. We called the finance guy around 20 times a day for 7 days. But there was no response from his side. He never picked up calls, nor did he return calls after hearing the voice mails. We had to visit the dealership everyday for 5 days to get our money back. When we went there, they would keep us waiting for no reason, and would not tell what they were doing with my money. Finally they returned my money after 10 days. There is no good service available here. Only when you go to buy a car you will be treated well. Otherwise no one cares. I would suggest to reconsider you opinion if you are planning to visit this dealership. WORST DEALERSHIP EVER. More

The team at Russel Mazda was 100% helpful and prompt with my new purchase. There were no available cars with my specific criteria, so I was a little upset. They had another car but a more advanced options my new purchase. There were no available cars with my specific criteria, so I was a little upset. They had another car but a more advanced options on the lot. Mr.Goldsmith had given me a great deal on the car on the lot, even though it was a little more expensive and I drove away with a car that night. May Farris and Mr.Goldsmith were a great team and made my experience so easy. I would highly reccomend going to Russel Automotoive to purchase a new vehicle. I am so happy with my 2012 mazda6!! More

My salesman, Bob, was friendly, knowledgeable, attentive throughout the process and very helpful with connecting multiple Bluetooth devices to my new Mazda Grand Touring after the sale. Bob was not pushy in throughout the process and very helpful with connecting multiple Bluetooth devices to my new Mazda Grand Touring after the sale. Bob was not pushy in any way and i would recommend him to anyone looking for a smooth experience. The general sales manager, Bill (or "Goldie"), was extremely helpful and influential on the sale and helped me greatly when it came to ensuring I got what i was looking for for the price I wanted to pay. Jacob, in the financing department, was patient and worked with me very well to craft an extended warranty that was both affordable and on point with the type of protections I wanted from my warranty. I wish I could remember the name of the woman who helped with determining the protection service options that best suited me but, sadly, I can't recall at the moment. She was, however, very cheerful and a pleasure to speak with. I would strongly suggest that anyone interested in purchasing a Mazda make Russell Mazda in Catonsville their first stop! More

We did our research online so we came in, looking for a specific vehicle. Mr Sherman showed it to us, we test drove it, things were good, we got a good price on our trade in, we bought the new Mazda2, that specific vehicle. Mr Sherman showed it to us, we test drove it, things were good, we got a good price on our trade in, we bought the new Mazda2, that was that. They certainly did their darnedest to pressure us into the unnecessary add-ons, but my brother was having none of it, so they eventually dropped the games. Post-sales experiences with Russel Mazda, however, have been trouble enough that I wouldn't recommend this dealership to anyone I considered a good friend. With as long as we spent with their financial officer, you would think he would've made sure everything was signed at point-of-sale. No, of course not. A week or so later, I was called and required to return to the office (only 55 miles from my home) to sign something else. Turns out, it was on one of the original forms already signed. He couldn't have noticed the ommision from the start? The salesperson's responsibility there, I'd say. THEN there was the ongoing issue with my providing the title for the car we used as trade-in. I eventually got a copy from my local DMV and sent it to Russel, registered, return receipt requested, c/o Mr Sherman himself. I got the postcard back, signed, of course, and they STILL pestered me that they hadn't received it. What kind of record keeping does this outfit employ? They had the nerve to blame it on their New Girl who Didn't Know How to File It. They had it all along. The car is fine, gets great mileage, I just won't be going back to Russel for any maintenance issues, even the free oil changes they promised me. I will go to my local Mazda dealership for any future work. More