Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my vehicle from Heritage Mazda dealership, along with an Extended Warranty (AUL) and ************** My vehicle was totaled in an accident and I requested for the warranties to be cancelled in early May 2025. Eventually the warranties were cancelled and the dealership received a dealer's credit (payment) for the extended warranty and ************* around May 27, 2025. I've been communicating with the Finance Managers at the dealership and inquiring about the status of my refunds. According to the Finance Manager, their ********************* will issue the checks because her section does not. As of today, I have not received my money and the Finance manager refused to give me the number to the ********************* so that I can follow up with them. This is ridiculous. I've been very patient. Please help. Thanks.

  Business Response

  Date: 07/14/2025

  I have verified that a refund check has been issued to the lienholder (Check# ******, in the amount of $2,309.49), in connection with the products cancellation. 

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23575737
  
  I am rejecting this response because the check should be issued to me and not the lienholder because I paid the car loan (from the lienholder. MECU) off in full. This will only cause another delay. I already informed the car dealership of this via email.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/17/2025

  It is my understanding that the customer has been in direct communication with the dealership and that a refund check has been re-issued to the customer after confirmation was received that the lien had been satisfied. 

  Customer Answer

  Date: 07/17/2025

   
  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,
  
  ******* *******

• Initial Complaint

  Date:06/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/16/2020 I purchased a Mazda CX5 from H31**3433373831373630H One. My sales person was ******* ***** and the General Manager was **** *******. At that time, I also purchased the extended warranty for 72 months/120,000 miles. The warranty went into effect on 1/16/20. I recently decided to sell the car and wanted to make sure the extended warranty was transferable to the new buyer. I called Mazda Corporation and talked with **** who told me that the warranty would transfer to the new owner and would look up the account. She then looked it up in system and informed me that on 1/20/20 (4 days later) H31**3433373831373630H Mazda CANCELLED my extended warranty with ************************* (the company they used for the warranty). This means that they were paid the full amount of my purchase - which included my warranty amount of $2,375.00 - but then cancelled the warranty and pocketed the warranty money. They NEVER told me they cancelled the warranty -- not to mention WHY would they take it upon themselves to cancel it. I paid for it so they had no right to cancel it. They did not refund me the warranty monies either. What if I had had a major issue during this time that I thought I had a warranty in place? I discussed all of this with **** at Mazda Corporation ***************************) and she assured me that she would "stay with this until the issue was resolved."I called Mazda Corporation back (the same number above) and told them I had received the bank&#**;s confirmation that I had, in fact, paid the car in full -- including the warranty (H31**3433373831373630H One never notified the lender that it was cancelled and to remove it from my payments)-- and Corporate emailed me on 5/23 (email from ****** and informed me that I had to take it up with H31**3433373831373630H One in Catonsville -- that there was nothing they could do. Obviously, assuring me that they would help get this resolved was just another lie - this time on behalf of ******************************. They also said they contacted H31**3433373831373630H One to let them know of my complaint and that someone would probably be calling me. It is now 6/17 and I&#**;ve heard from no one. I do not wish to call them or deal with them directly, as I do not trust them and they will just deny their fraud and claim it was an oversight. I believe I am not the only person they have defrauded. What a money-making racket for them. I not only want my money back with interest and damages for sitting here for almost 4 years thinking I had an extended warranty -- but I want them investigated for fraud. How many other people did they cheat that didn&#**;t think to check on their extended warranties or forgot they had purchased an extended warranty. I have also filed a complaint with the ************************************ (at the instruction of the ***). I DO NOT appreciate being defrauded/robbed, but I also want to make sure it does not and has not happened to others. I believe an audit of the company is in order as well to discover if there are others who have been defrauded. Hopefully, your office can assist me with this issue. If you need copies of the paperwork from the bank, please let me know. I can provide it to you. It shows for a fact that I paid the $2,375 (plus whatever interest was charged on that money during the period of time I made payments). Also, as a secondary complaint against them....I had my car serviced there EVERY TIME it was due. ****** miles ago I took it in for service (oil and tire rotation). After the visit, I received a survey. I filled out the survey honestly -- stating that ***** (the counter person who helped me) was a 10 but I gave the company a low score because I felt that they were overpriced. I then took my car in again for oil change and tire rotation ***** miles ago. They were servicing the car and then sent me a text and video stating that I needed a ton of work on this 3 1/2 year old car -- including their changing a filter for approximately $130. I told the guy - very nicely - that I wasn&#**;t paying their exorbitant prices and to just do the oil and tire rotation. He said okay and I thought everything was okay. W/hen I got to the dealership to pick up my car and paid the charges, I was informed by ***** that I WAS NOT ALLOWED TO RETURN TO HAVE MY CAR SERVICED THERE. I brought in my witness and asked for the Service Manager. He came out and told me and *** ****** (my witness) that, in fact, I could not return because I had written a bad review at my previous visit. I explained that they shouldn&#**;t ask for feedback if they didn&#**;t want my honest feedback, but that I had not given ***** a bad review. The service manager told me: "It doesn&#**;t matter -- because you gave the bad review for the company ***** got written up for it -- so you cannot come here for service any more." It is grossly unfair and horrible customer service that I get told I cannot come back because I dared to answer their survey honestly??? Is that good customer service? So they obviously only want "good feedback" and will "fire" car owners if they give poor feedback. This is deceiving consumers - by only showing their positive reviews. This further explains why I do not want to speak with H31**3433373831373630H Mazda One in Catonsville directly. I look forward to hearing from someone and getting this matter resolved for ME and for anyone else who has been cheated by H31**3433373831373630H One Mazda - Catonsville.

  Customer Answer

  Date: 06/18/2024

  Hi, 

  In re-reading the email I sent, I realized I had a typo -- I typed "****" when I should have typed "****" as being the first ****** I spoke with at Mazda Corporation.  ***** was, indeed, the ****** who ultimately sent me the email on 5/23.  Just wanted to clarify that.  

  Business Response

  Date: 06/19/2024

  Per the warranty administrator, the customer appears to have been misinformed regarding the status of her policy.  We have confirmed the policy (ending in 8885)has been active since the purchase date on 1/16/20 and does not expire until 1/16/2026.  The reference number is 1124537. 

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21866260
  
  I am rejecting this response because: Fidelity Warranty told **** from Mazda Corporation **************************) that this warranty was cancelled on 1/20/20 by Heritage. Why would Fidelity Warranty make that up or why would Mazda Corporation make that up?  When **** spoke with Heritage on 5/17/24 they informed her there was "no record" of said Warranty -- yet now ** **** wants us to believe that both of these statements were not true -- just misinformation - and suddenly the warranty IS still Active?  I want a copy of a sworn statement from ************************* that the warranty was NEVER cancelled as they stated on 5/17/24 when they told **** ***************************) from Mazda Corporation it was cancelled and that it has always been in effect.  I want a sworn statement from **** and a copy of the notes **** said she was putting in the Mazda Corporation system on 5/17/24. I want to see the original paperwork from Heritage Mazda that I signed showing they, indeed, had a record that the warranty was in place.  I want a sworn document from Heritage Mazda that the warranty is still in place until 1/16/26.  Heritage Mazda has had a month to "cook the books" because they were informed by **** of the issue over a month ago, and were further informed of the issue by ***** of Mazda Corporation on 5/27 of the issue.  You don't go from 4 different people telling you there is an issue (**** on 5/17, the Heritage person telling **** on 5/17 that there was no warranty or paperwork in their system, Fidelity Warranty saying it was cancelled on 1/20/20 and ***** from Mazda Corporation telling me that I have to deal directly with Heritage Mazda on 5/27 to resolve the issue) to THERE IS NO ISSUE. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/01/2024

  The dealership is unable to assist Ms. ****** further as Heritage does not issue or administer the warranties on any vehicle that it sells or services. You can re-contact the warranty administrator and reference number 1124537. 

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21866260
  
  I am rejecting this response because: I clearly have communications from Mazda Corporation, ****, on 5/17 and 5/18 (a text),  Fidelity Warranty on 5/17, and an agent of Heritage on 5/17 indicating the warranty had been cancelled by Heritage on 1/20 and that no warranty existed and had been cancelled by Heritage.  Now, miraculously, the warranty IS in place???  I will continue to pursue every avenue I can to make sure this fraudulent company is held accountable for their actions. If they did this to me, they've done it to others and I will continue to make sure everyone I can knows of their deceptive practices -- including every public media forum I can inform -- including the thousands of emails I can access throughout the state of *********  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/10/2024

  Unfortunately there is nothing further that we can do to assist Ms. ******* We would advise that she contact the ************************** who is the warranty administrator for additional information or to address specific issues or questions regarding the extended service agreement.  

• Initial Complaint

  Date:05/21/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 4th, my Mazda 3 was in for service at Heritage Mazda in Catonsville, MD. As part of that service, my spare wheel and tire needed to be replaced. My service advisor, ******* ********, told me I would get a new (third party) wheel and a new tire. But after I picked up my car, I found that I had been charged $150 for a used, rusted wheel with a 35 year old tire (manufactured in 1989). This was unsafe and unacceptable. I paid the bill in full because I needed my car. After repeated calls (and messages) to the service advisor and the service manager went unanswered, I had a local tire shop replace the spare tire with a new one. The cost was $158.72 (bill attached).I am requesting that Heritage Mazda reimburse me for the cost of the new tire. Thank you for your assistance in this matter.

  Business Response

  Date: 05/23/2024

  We have communicated directly with the customer in order to resolve this matter. 

  Customer Answer

  Date: 05/24/2024

   
  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,
  
  ****** ******

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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

  Date: 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

  Date: 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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date: 09/13/2023

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

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

  
  

  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!

  
  

  
  

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

  
  

• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:11/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.