ComplaintsforHeritage Mazda Catonsville

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The car dealership refuses to fix the car while it is under warranty. The repair is roughly 10 hours labor. The car has less than 20,000 miles and should need a major repair.

  Business response

  02/27/2024

  The dealership's General Manager has spoken directly with the customer and it is my understanding that this matter has been resolved and is now closed. 

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a 2021 Mazda CX30 on 04/24/2023 Temporary tags expired 04/24/2023. 2nd temporary tags expired 07/23/2023. Dealership is telling me they don't have the title. Contacted them to reverse the sale and they are refusing. Telling me they have 1 year to supply my finance company with the title. Based on my research they only have 30 days. In the mean time I am driving on expired temporary tags and paying for a car that I can't register

  Bureau response

  08/29/2023

  Ed ****
  Heritage Mazda Catonsville 
  **** ********* ******** **** *** * *********** ** *****  
  
  Dear Ed ****: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 8/28/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Cynthia *******

  **** ****** *** ************ ** *****

  Daytime Phone: ###-###-####
  E-mail: *****************  

  The details of this matter are as follows:

   

  Complaint Involves:
  Refund Or Exchange Issues 

   

  Customer’s Statement of the Problem:
  
  Purchased a 2021 Mazda CX30 on 04/24/2023 Temporary tags expired 04/24/2023. 2nd temporary tags expired 07/23/2023. Dealership is telling me they don't have the title. Contacted them to reverse the sale and they are refusing. Telling me they have 1 year to supply my finance company with the title. Based on my research they only have 30 days. In the mean time I am driving on expired temporary tags and paying for a car that I can't register
  
  
  
  
  
  Desired Settlement:
  Refund
  
   

  Bureau response

  08/29/2023

  Cynthia *******
  **** ****** *** ************ *** *****
  
  
  Dear Cynthia *******:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 8/28/2023 against Heritage Mazda Catonsville.  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau response

  09/05/2023

  Ed ****
  Heritage Mazda Catonsville 

  **** ********* ******** **** *** * ************ ** *****
  
  
  Dear Ed ****:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 8/28/2023 and was assigned an ID of *********  

   

  BBB forwarded you a complaint filed by Cynthia *******. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Cynthia *******
  **** ****** *** ************ ** *****
  Daytime Phone: ###-###-####
  E-mail: *****************
  
  
  The details of this matter are as follows:

  Complaint Involves:
  Refund Or Exchange Issues
  
  Customer’s Statement of the Problem:
  Purchased a 2021 Mazda CX30 on 04/24/2023 Temporary tags expired 04/24/2023. 2nd temporary tags expired 07/23/2023. Dealership is telling me they don't have the title. Contacted them to reverse the sale and they are refusing. Telling me they have 1 year to supply my finance company with the title. Based on my research they only have 30 days. In the mean time I am driving on expired temporary tags and paying for a car that I can't register

   

  
  
  
  
  Desired Settlement:
  Refund
  
   

  
  Additional Comments from Consumer:
  

  Bureau response

  09/11/2023

  Ed ****
  Heritage Mazda Catonsville
  **** ********* ******** **** *** * *********** ** *****
  
  RE: Final Notice of Complaint
  
  Dear Ed ****:

   

  This message is in regard to a complaint submitted to the BBB about your business on 8/28/2023 by Cynthia *******.  This complaint was assigned ID *********
  
  

  Why am I receiving a "final notice" letter?

  Previously our office provided your company with a complaint from the consumer listed above. Our records indicate that we have not yet received a written response from you to address this matter. Please note, this will be our final attempt to contact you about this matter.

   

  How do I take care of this?

   

  Your BBB is requesting a written response to this complaint by (7) seven calendar days, Your prompt and professional response greatly enhances the chance for a successful resolution. We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 

    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?

  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Copies of any supporting documents can be uploaded to the caselink or forwarded via email, fax, or postal mail. BBB also offers mediation and binding arbitration services to help resolve particularly difficult or

  complex situations. These services may be an effective means of resolving the matter without going to court. If you are interested in utilizing these services, please confirm this interest in your written response and your caseworker will follow up with additional information.

  
  

  What information will be posted to the website?

  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your

  experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

  
  

  What will happen if I do not submit a written response?

  Your BBB develops and maintains Business Profiles on companies in our service area. This information is available to the public and is frequently used by potential customers. Your cooperation in responding to this complaint becomes part of your BBB Business Profile. Failure to give attention to this matter may be reflected in the report we provide to consumers about your company and may have a negative effect on your BBB Rating.

  
  

  What if I've already resolved the matter directly with the customer?

  Great! Please just provide us a description of what you did to resolve the matter in writing so that we may update the case and close it out accordingly.

   

  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  
  
  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Cynthia *******
  **** ****** *** ************ ** *****
  Daytime Phone: ###-###-####
  E-mail: *****************
  
  
  The details of this matter are as follows:
  Complaint Involves:
  Refund Or Exchange Issues
  
  Customer’s Statement of the Problem:
  Purchased a 2021 Mazda CX30 on 04/24/2023 Temporary tags expired 04/24/2023. 2nd temporary tags expired 07/23/2023. Dealership is telling me they don't have the title. Contacted them to reverse the sale and they are refusing. Telling me they have 1 year to supply my finance company with the title. Based on my research they only have 30 days. In the mean time I am driving on expired temporary tags and paying for a car that I can't register
   
  
  
  
  
  Desired Settlement:
  Refund
  
  
  Additional Comments from Consumer:
  

  Business response

  09/12/2023

  The dealership has been informed that she is represented by an attorney and we are working to resolve the matter directly with Counsel.

  Bureau response

  09/13/2023

  Cynthia *******
  **** ****** *** ************** *****  
  
  Dear Cynthia *******:
  
  This message is in regard to your complaint submitted on 8/28/2023 against Heritage Mazda Catonsville.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from Heritage Mazda Catonsville. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  The dealership has been informed that she is represented by an attorney and we are working to resolve the matter directly with Counsel.

  Customer response

  09/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Cynthia *******

  Bureau response

  09/13/2023

  Ed ****
  Heritage Mazda Catonsville 
  **** ********* ******** **** *** * ************ ** *****  
  
  Dear Ed ****:
  
  This message is in regard to a complaint submitted to BBB about your business on 8/28/2023 by Cynthia *******. This complaint was assigned ID *********
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore, we have closed this case accordingly.
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
   
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  
  MESSAGE:
  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Cynthia *******

  Bureau response

  09/13/2023

  Cynthia *******
  **** ****** *** *********** ** ***** 
  
  
  Dear Cynthia *******,
  
  This message is regarding Complaint ID * ********- Heritage Mazda Catonsville
  
  

  Thank you for using BBB Serving Greater Maryland to assist you in the resolution of your complaint. If you were pleased with the free service you received, you might consider a tax-deductible donation to the BBB Maryland Foundation.

  
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  * BBB Shred Day: Did you know Maryland ranks 9th in the country for Identity Theft victims? BBB Serving Greater Maryland provides free annual document shredding to all Maryland residents to help fight this rising statistic.
  

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  If you would prefer to donate by check, please make checks payable to the "BBB Educational Foundation" and send via postal mail to:
  
  

  BBB Serving Greater Maryland

  Attn: BBB Maryland Foundation

  *** ** ***** **** *** **** ********** ** *****
  
  

  The BBB Maryland Foundation is a 501 (c) 3 charitable organization funded solely through donations and receives no state or federal money. Our federal ID number is 52-1276325. Your time and consideration is greatly appreciated!

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a used 2017 BMW 320i on 3/24/23. Although there was initially one issue that needed to be resolved before completion (strong smell of cigarette smoke), the GM (Steve) insisted we take delivery on 3/25/23 so he could make his quota for the month. When we picked up the car on 3/25/23, there was a dent and deep scratch in driver's side door and the second key was suddenly missing. The Sales Manager said he would call us on Monday to set up a time to fix the dent (at their expense) and, if they couldn't find the second key fob, they would replace. Since then, the only communication we have received was from the credit manager (Adam) requesting a signature. In addition, their resolution of the cigarette smell was clearly temporary as it didn't last the drive home.

  Business response

  03/03/2023

  It is my understanding that the manager of the dealership has been in contact with the customer and her spouse and is working diligently with them directly in order to resolve
  the matter. 

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a brand new car on November 22, 2022 and up until now, the car is not registered with DMV, no tags. They issued me a temporary tag that will expire on Feb 20 2023 and my car won't be drivable after that. I have been following it up non-stop but they are slow to respond and the reason why all of this is happening is because the car that was sold doesn't have a Certificate of Origin which should not have been case because they should not sell a car that doesn't have complete papers. I'd like to return the car after the 90-day period since I can't drive it and I'm paying for it, have them give me a car that has clean and complete papers

  Business response

  02/13/2023

  The original CO was lost in transportation between dealerships, it took some time for the manufacturer to release a duplicate CO and they have.  The title was issued in the customer's name and her new tags have arrived.  The store manager is contacting her about the tags

  We apologize as we do not like to delay any transaction,  This was clearly our fault and we have corrected it

   

  Ed ****

  Corporate Counsel

  Customer response

  02/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Edmyrrh *********

• Initial Complaint

  11/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2015 Kia Sorento on 2/11/22. I put down $4,000 on this vehicle. The SAME DAY, that I bought this truck, on my way home FROM the dealership, the 'engine' light came on. I called the dealership the following day. They asked me to come back on that Monday to let me know that my warranty had not kicked in yet, and they would call when I could bring the truck in to be fixed. I called for months, and every time I spoke to someone, I was told I would get a call back from Bobby, which ne the service manager, which never happened. I also spoke with Richard, who works with Bobby, who said he would have Bobby call me, and I left several messages on his voicemail. This went on for 4 MONTHS! In June, I called the General Manager, (Daniel ********* He stated he wasn't aware of what was happening and, YET AGAIN, I would get another call back. Two to three weeks later, I was told to bring in my truck. In August, Richard called me, stating that my car was ready. He said it only needed an oil change and that I should drive it for 1,000 miles to see what happens. He said if the light comes on again before I drive it for 1,000 miles, then I should take it to the KIA dealership in Owings Mills (NOT Catonsville where I bought it). I COMPLETELY disagreed, told Richard 'NO, and to have the general manager call me. I heard nothing until the end of September, where they said my car was once again, ready. This time, Bobby reached out. He said they are unable to drive the truck themselves, I would have to do it, and if something happens, to bring it right back to them (Catonsville), and they would take it to the KIA dealership. Not even 2 miles into driving it, my car vocally stated that my engine needed service. I called the next day, and left a message on Bobby's voicemail. After a week, I reached out to the general manager, Daniel, and left a message. He asked me to bring the car that weekend. He stated that he was 'over it', and wanted me to come in and see if he can get me out of the car giving me problems and not pay more. When I got there, I was offered no discount, and they were attempting to run my credit and give me a different car payment. So, I asked for them to fix the truck they originally sold me. I dropped my truck off October 15th at the Catonsville dealership so they could take it to KIA on 10/17/22. To this day, I STILL have not heard anything from the Catonsville dealership. I called the KIA in Owings Mills on 11/15/22. They said Catonsville DID NOT drop my truck off until 10/28/22, they finished it 10/31/22, and have been calling the Catonsville dealership to come pick up my truck. No one has responded or have gotten back to the KIA dealership since the end of October. I have been dealing with this since the beginning of the year. I pay my car note on time, even with all of the chaos occurring with a faulty vehicle that was sold to me. I have been lied to by many of the employees, including the general manager, who said that he could put me in another vehicle and move the numbers around, but in reality, wanted me to start the process all over again, as if I've never purchased from their location. I am BEYOND ****** OFF at this dealership and all that they've put me through. Please Help. Thank You In Advance

  Business response

  12/22/2022

  Business Response /* (1000, 7, 2022/11/29) */ Wilson purchased a 2015 Kia Sorento with approximately 114,000 miles on it from Heritage Mazda Catonsville. A few days later, Ms. Wilson brought her vehicle to Heritage Volkswagen Catonsville for a check engine light. As Ms. Wilson's warranty had not yet been fully processed, Heritage was not authorized to perform any work and the vehicle was picked up by Ms. Wilson. Ms. Wilson did not come back to Heritage until around June of 2022. She stated her check engine light was on; however, the engine light was not on, and Heritage technicians could not replicate her concerns. As a result, the vehicle was sent to KIA of Owings Mills for a multi-point inspection and further diagnostics. According to KIA, there were no fault codes history or current, oil level was at full mark, the engine light was not on, and all systems were working as designed. KIA performed an oil change on the vehicle and the customer was advised that she should return every 1,000 miles for an oil consumption test to see if problem persists. As of today's date, Ms. Wilson has retrieved her vehicle. Heritage has attempted to assist Ms. Wilson with the trade and purchase of another vehicle should she choose to do so.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Summary: in the beginning of February I put a $500 deposit on a vehicle after verbally agreeing on a deal with the general manager Steve ****** Despite several requests for an itemized bill of sale/contract/receipt, I was not provided with one. The vehicle was to be delivered in February. I made several follow up phone calls for an update on the status of the vehicle and was told delivery would occur any day. At the end of March into April, I still didn't have the vehicle, my deposit returned or a itemized receipt/contract. I performed my own carfax report to find the vehicle was sold to another dealership. Monday, January 31: I visited Catonsville Mazda to test drive a CX-9 with Devora Jones. We didn't agree on a deal. I was told by Devora Jones that in order to secure a vehicle I needed to put down a $500 deposit. Feb 1, 2022: Sales Manager, Carlos Garcia reached out by phone to offer $28,500 on my trade in. Feb 2, 2022: General Manager, Steve **** contacted me by phone and voicemail. He offered $29,000 for my trade in (2019 VW Atlas SE w/Tech) and $37,923 (500 less than previous discussed price) on a 2022 CX-9 TR Vin#JM3TCBCY8NXXXXXXX. I advised Steve this was an agreeable deal. Feb 11, 2022: I received an email from Devora confirming the vehicle will arrive at port in the next week. I agreed to deal via email. Feb 16, 2022: I paid a $500 deposit for the vehicle via an online bill. No bill of sale was given to me despite a request for the deal in writing. Feb 23, 2022: I emailed Devora asking for an update on the arrival of the vehicle. Feb 26, 2022: I received a voicemail from Devora stating the car was still at port and it will be delivered any day. March 30, 2022: I reached out via phone and text message to Devora Jones and Steve Knoll requesting an update, itemized receipt and an update on the status of the vehicle. I was advised by Steve he would call back the next day. April 4, 2022: I initiated a carfax report on the vehicle I put a deposit on. The

  Business response

  07/17/2022

  Business Response /* (1000, 10, 2022/06/06) */ The vehicle in question was assigned by the manufacturer to a competitor dealership, however, our personnel contacted that dealership who agreed to transfer it to us. At that time, we agreed to accept a deposit on the vehicle. When the vehicle arrived at the competitor, they sold it without notifying us. We explained that to Mr. ***** and refunded his deposit. We would have loved to make the sale, however, the dealership we relied on did not live up to their bargain Consumer Response /* (3000, 12, 2022/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This was never explained to me. The statement is untrue. I had to complete my own car fax and confront the general manager about the car being sold by another dealer. My documents reflect this. I would like the name and contact number for the person above Steve ****** as his handling of this and his staff has been unprofessional and incompetent. I requested this information from the dealership and it was never provided to me. Business Response /* (4000, 14, 2022/06/10) */ THE RESPONSE WAS ACCURATE, WE ARE SORRY THAT WE LOST NOT ONLY A SALE, BUT A CUSTOMER

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩