Heritage Mazda Catonsville - Service Center

Something's fishy First of, let me tell you that my first experience with this dealership and getting a recall taken care of went relatively well other than the length First of, let me tell you that my first experience with this dealership and getting a recall taken care of went relatively well other than the length of time i had to be there. But this last experience?!?! Gosh! I go into get my car checked over and all of a sudden I have this BRAND NEW shiny LARGE nail in my tire, too close to be able to patch it... really?! So then i have to buy a new tire which they had to order so i had to go BACK. They called to let me know the tire was in and i asked if i needed to make an appointment and Lanise said that wasn't necessary since i already paid for the tire and it would just be a quick thing. I go this morning and i'm told that i have to wait A WHILE cause i didn't make an appointment. And this guys response to me asking why Lanise would lie to me is "i dunno, maybe cause she's coming in at 11 and isn't here to deal with it?" First of all, don't tell me one thing and then push me around and tell me I have to wait. Be consistent!!! If I didn't ask to speak with a manager, I wouldn't have stayed. She tried to be accommodating saying it should take "no longer than 30 min" but I was there for ~50 min. I appreciated her effort. But I did not appreciate that Lanise lied to me about being able to stop in and said i already paid for it and then I was told I had to pay for balancing and mounting... so yet another lie. Second of all, while I was waiting, another customer just happen to have "a nail in his tire" REALLY?!?! You're telling me that in the past 2 days, it's THAT common to have nails in your tire. I really think this dealership put the nail in my tire to make money. Something is most DEFINITELY fishy! If i could give this dealership 0 stars and write this, i would! I will NEVER be taking my vehicle back to here. More

A case of malfeasance. Personally myself I'm struggling with the thought about whether I should continue to do business with this dealership. I have given this dealership o Personally myself I'm struggling with the thought about whether I should continue to do business with this dealership. I have given this dealership over $21k plus in service business on my 2001 mazda Miata over the past 10 years but my last service visit really was a bad experience to say the least! the dealership took its xxxx-xxx time fixing my vehicle while I was in their loaner for almost 17 odd days!! Then when I finally did pick it up, a lot jockey some teenager broke my power antenna when he took it through their car wash! the worst bit of it was that the kid never brought the vehicle into the service lane nor tell the service mgr (h.w.) about it! The youth just brought me the keys & told me where to go find it! Worst than that, the service advisor didn't even bother to ask me for the car keys; I had to bring them back to her! But the problem now even gets worse than the incident of the kid breaking my power antenna. The problem now is that I was promised by the service mgr. (h.w.) a $100 service credit in the form of a check per my request. Now that was 3 odd weeks ago! I have yet to receive that check!! Now, I am asking for a different settlement; nobody there including the service director will answer me back with an answer up or down! I'm fed up with Russell mazda right now! Now that all could change (for all those reading this review at Russell mazda service) if I get a check!!! I'm still wondering in my mind, what will it take to be considered a VIP customer at Russell mazda? jk More

I just wanted to say thank you for having such an exceptional team . I recently moved from the Baltimore to Alexandria and last weekend I drove up there JUST to have my vehicle serviced by them. They exceptional team . I recently moved from the Baltimore to Alexandria and last weekend I drove up there JUST to have my vehicle serviced by them. They are patient (I'm a bit of a nut when it comes to my car) and so thorough. I trust that my car is in excellent condition after their inspections, which gives me peace of mind on the road. More than once, they have squeezed me in because of an Emergency and that has made such an impression thats why i wouldn't think of going anywhere else?? It is because of the great experience that I had when I bought my Mazda there in 2009 that I will return to Russel Mazda for my next vehicle. I am now a "commuter" and need something a little bit more comfortable. I look forward to getting a great deal and exceptional vehicle from your establishment. I look forward to coming to Russel Mazda for years to come! Thank you again for such great staff at Mazda! More

Rebecca was so nice to me. I needed some body work done on my Mazda 6 after having a little fender bender and she was able to schedule my car the next day. The parts they needed also came in quick. Justi on my Mazda 6 after having a little fender bender and she was able to schedule my car the next day. The parts they needed also came in quick. Justin let me know what was going on with my car throughout the whole time. Great job with the body work! More