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:02/05/2025

  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.

  Bought a vehicle from Morton Mazda of Pasadena md 21122 on November 4th 2024. Unknown to me some repairs needed to be done before I was able to receive the vehicle per salesman Richard. Apparently it has a headlight wire configuration hard issue, which is draining the battery so much I’m on my second battery within 4 months. I gave the truck to them so it can be fixed, they kept it for 3 days back in the end of November but never did. During the correspondence over that timeframe I guess they got aggravated and scratched my rear driver side door. The steering wheel sounds like something is broken in it, let them know and they told me it nothing, it has a different gas cap that doesn’t fit properly, and I gave them 10 grand down payment..they WOULD NOT GIVE me a tank of gas. It was a really bad experience and I would like this resolved. Really bad service. I really want them to make it right!

  Business Response

  Date: 02/06/2025

  Hello,

  I have spoken to the customer and I am waiting on a time that is convenient for him to drop vehicle off. We will also provide a loaner at no charge while repairs are being done.

   

  Thanks

  *** *****

• Initial Complaint

  Date:01/13/2025

  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 1/1/25 I was car shopping in the Glen Burnie area. I was using a ** **** van for transportation because my vehicle was not operable due to recent front end damage. I began my search on 12/31/25 and no rental cars were available in my area that day I arrived at RichMorton Mazda around that afternoon , test drove a car and started the buying process. Early on, before any discussion of costs and terms, the sales manager Jason asked if I was driving a *****. He offered to return the van for me so I could drive my new car home. Told him it has to go back to the location I got it from or the contract would change to one way which would cost more. Said no problem he’d have his staff drive it there. I left the key for the van with the salesman Garret. Garret said he would be returning the van. I advised him about several factors which would factor into it, such as the location and lack of public transportation. Around noon the next day I got a call from Glen Burnie *****. The van had been returned there. If I completes the check-in and return, would have incurred $500+ fee. Friday 1/3/25 I took a day off from work and incurred additional costs to get to GlenBurnie for the van. Spoke to Don B****, GM. He said I told Jason to return the van to Glen Burnie. I told him I had a text message that would demonstrate my expectation that it be returned to the area of my residence inCambridge MD. This complaint contains screenshots of text messages I sent around 8pm from my home in Cambridge. Don offered to reimburse me $400 to make all of this go away. I have other complaints involving greater sums of money which we have not resolved. I am requesting that the $400 be paid to me as soon as possible.

  Business Response

  Date: 01/13/2025

  I have spoken to the customer several times and have also spoken to the employees involved. There is a clear misunderstanding of where the vehicle was to be delivered. I have apologized for any mis understanding and this could have been avoided with a call to the store telling us that it was at the wrong location, and we would have gladly corrected this. We knew nothing about this until we noticed that she had put a negative review online and I reached out to her. I asked if i was to give her the $400. that was incurred in an effort to make this go away and take down any current and future reviews, but I have not received an answer. I would ask for a signed agreement stating this is a final settlement.

   

  Thanks 

  Don B****

  Customer Answer

  Date: 01/17/2025

  
  I am rejecting this response because:

  I dispute that the employees at RMM first heard about this via a review. The first person to know about my dissatisfaction was the salesman Garret via a text message sent Saturday morning. He claimed no knowledge and said a director would call me and later Don called. 
  

  I accept your offer for $400 and will consider that a final resolution to the van return matter. I don’t know how I can take down future reviews so this issue needs further clarification. I would agree to edit references to this dispute in posted reviews to indicate it was resolved by mutual agreement once I’m paid. 
  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:08/19/2024

  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.

  DO NOT BUY A CAR FROM HERE! Don’t even visit, no matter how good the deal might look, and especially as a Black/woman/mom. For context, I worked with Mike H*******, who is a liar. They have shady business practices, sold me a car that was a dud in the shop, told me they’d fix it, delivered it to me (which i had to ask for) still not working properly!!! The door didn’t open (which I 1000% believe Mike knew, but did his best to hide it during his presentation of the vehicle!) So I’ve had to take time from work multiple times and use my gas to bring it back for them to “fix it”. And it’s still not fixed (the door still doesn’t open and my cold air is still blowing warm while it’s 90 degrees outside) so I’ll have to take more time and use more gas in the coming weeks. No way this car was ever TRULY inspected, and if it was I’m sure they did a cash to hand deal for it to pass. I even offered to forfeit my down payment and any fees for their time / processing, still no, so I’m stuck in a crappy deal! Since it was LESS THAN 24 HOURS after they delivered the car to me that I started having issues, I asked them to please take this car back. Of course, they declined. So I’m left super disappointed and had the car not been in the shop for 3 days after I bought it my bank could / would have cancelled the transaction. I regret doing business with them and am gut wrenched that I have to continue along with this car they sold me. School starts in 1 week and I do not have time to be dealing with car trouble and car drama! BUYERS BEWARE!!!

  Business Response

  Date: 08/26/2024

  I would to say that we are sorry that you’re not completely satisfied . We did offer to exchange your vehicle for another and i assure that the work that was communicated to you was definitely done. We also offered a loaner vehicle that you denied. I left you a message on the 19th and haven’t heard back. So please feel free to reach out to me at your earliest convenience .

   

  Thanks

  Don B****

  Customer Answer

  Date: 08/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  You don’t have any cars within the range of the one I bought. Every car is over $25,000 which means I’d owe you more money!!! That’d be a nightmare considering the issues I’m already dealing with.

  Again, my car is still not fixed! You said it’d be fixed in 2 weeks which is the current week we’re in. You said you couldn’t keep my car for 2 weeks and I could get a loaner while my car was being fixed.

  I asked you to take the car back since you sold it to me in poor, unsafe condition, and you declined. All communication with you and/or your dealership needs to be recorded for legal purposes as they have told multiple lies. I also text you to explain my disdain in constantly having to call you for a resolution, which again, you never offered me one that didn’t involve me sacrificing more money, time, energy and effort!

  I never got any communication of when the piece got in to fix my passenger side door which doesn’t open or my air conditioning which is still blowing warm during the summer time!

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/15/2024

  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.

  My husband and I went to Rich Morton Auto on6/15/2024 to test drive a vehicle. During the test drive the vehicle was pulling to the left and had and I asked the salesman Josh if the car was maryland inspected. He said yes and I said how did it pass inspection with this car not align and or balanced. Lifted the hood and checked fluid, smelt a light burnt smell. I asked Josh what was that, he proceeded to say all the fluids were topped off and sometimes a little gets on engine. So Josh takes care over to service and comes back with a print out that they balanced and aligned tires and everything was in the green. We purchased the car with extended warranty. Going into the third week, the steering wheel started to make noise everytime you turn the wheel to the left, like a whinning , rubbing sound. So we within the thirty days my husband takes the car to the dealer to make them aware and schedule a appointment to have the car checked and was told they are short handed and they had no appointment and did not make him a appointment. So car still doing the samw and coming up on 30 we call service department and they say bring car in 8:45 on July 12. My husband takes care there and told that they hear the sound and it is the electronic rack&pinions, and not covered and it would be approximately $4200.00 but no performance issues or codes. This was already a problem they new about before they sold and did a temporary cover up to avoid financial responsibility and a in house inspection. I have a car that within thirty days costing me $4200.00 . They refuse to do anything about it and not offer any assistance or fair resolution to the problem.

  Business Response

  Date: 07/18/2024

  We have evaluated the concerns and the vehicle was diagnosed as working properly. The vehicle  was driven by a certified technician and also the service manager. I spoke to the customers and invited them to bring it back for another check which they have agreed to and will be dropping off on Monday 7-22 and I will personally drive the vehicle with the service manager.

  Thanks

  Don B****

  General Manager

  Customer Answer

  Date: 07/18/2024

  07/18/2024 Attn.BBB and Don from Rich Morton Mazad

  This letter is to respond to the solution of my car. I have been having this problem since purchasing the car from your dealership.  Your dealership have acknowledged verbally and in writing that there is a problem.  Your saying because it is not leaking fluid  and no codes the car is okay to your standard.  INCORRECT.  Your dealership acknowledged a noise which means something needs correcting. If a transmission, wheel hub, or enginge makes a noise, you would want the problem corrected. All those mentioned doesn't have to leak fluid or oil but you know because of the sound that there is a problem  and if not alleviated will eventually turn into something worse. My car is and is under warranty,  its making a noise and I would like the noise to be gone. That is my primary concern, making good on a car you sold,  that had a problem before being sold.  I think its only fair, and as a replica dealer to stand behingld the talking points your dealership presented when first selling the car. Treat people(customers) as you would want to be treated .

  Sincerely, 

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

  Customer Answer

  Date: 07/18/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  In response to the request is they have admitted verbally and in writing that the car is making a whining rubbing sound, they admitted to the pulling to the left. Your saying to me because there are no leaks or dripping the car is okay and there is nothing wrong. INCORRECT.  Your dealership have acknowledged pulling and not balanced, you acknowledged noise and sound and that is a need for correction.  If a transmission ,wheel hub,or engine makes a noise, you would want the problem fixed.  All those mentioned doesn't have to leak fluid or oil but you know there is a problem of the sound theirs a problem  and if not alleviated will eventually turn into something worse. My car is under warranty,  its making a noise and I would like the noise to be gone. That is my primary concern and making good on a car you sold that had problems before being sold, I would think its only fair as a replica dealer to stand behind the talking points your dealership presented when first selling the car. Do unto others as you would want done to you as a paying customer.  

  
  Sincerely,
  
  **** ***** *******

• Initial Complaint

  Date:07/01/2024

  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.

  All this information is the best of my recollection, dates, times and events. Arrived at Rich Morton Mazda March 27, 2024, thought I had a head gasket leaking talk to Chad S*****, he told me they would check it out and call me. Rich Morton Mazda gave me a CX 30 vehicle to use until repairs were made. On March 29, 2024, received a call from Chada service a visor that it would cost $11,000 to repair my vehicle he said I hope you like your vehicle this is the cost to make repairs. After a short discussion I told him I would have to check into that. I had no idea what to do, no help from Rich Morton Mazda at all. Called back April 1, 2024, Chad suggested I talk to service manager Service manager Dan gave me the number to call corporate Mazda and that it would cost over $400 to tear it down to make sure it was a leaky head gasket. On April 8, 2024, received a call from Mazda corporate Lacey said they would do the repairs at Rich Morton Mazda (replace head gasket.) They kept installing the timing chain 180° out of sequence with the engine as per service manager Dan. I received a call about a week later from Dan the service manager at Rich Morton telling me that the car needed a new engine module. It was in Pennsylvania and would take about a week or so to get there. After that week or more I received a call saying they needed my second key to program the new module. . At this time, he notified me that the timing chain was installed 180° out of sequence with the engine. After a week or so I will receive My car and return my loan. And paid $250 I picked the car up since then it has been back to the dealership Rich Morton Mazda for repairs on AC an, check engine light, oil leak. Today's date is June 28, 2024 I do not have my car repaired

  Business Response

  Date: 07/03/2024

  We are going to refund Mr ****** 250.00 as a good faith gesture due to multiple repair attempts for his issues, I spoke with him this morning and he will call back with a credit card to credit the charges to  

  Customer Answer

  Date: 07/04/2024

  
  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:05/20/2024

  Type:Product 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.

  March 12th i purchased a black 2017 Toyota camry se from dealership morton mazada in pasedena a month later a hear a clicking noise when i turn the wheel to the left of me on the drivers side.So i took it back to the dealship at first they try to say i didnt have warranty which i did i had the gold plan so they took a look at the car an had the car for 5 days just to tell me its nothing they could do let the car get worse before i bring it back so i still had the noise problem. Then may 17th i took it to toyota for a second opinion and they told me the car been atragic accident before me the whole front line bent and some more problems i have pictures in my email and all the parts was old when they sold it to me , and im financing this car and Adam from toyota willing to speak up for me they sold me a no good car.

  Business Response

  Date: 06/11/2024

   When the vehicle arrived we inspected it for the noise and damage that ******* ****** ****** said was there and found the radiator core support bent but it is not a structural component of the vehicle and it just supports the radiator which hers does and it is in proper placement in the vehicle. The noise was from 2 bolts on the crossbrace between the front struts were not torgued properly causing a click or pop noise, we retorqued the bolts and the noise ceased. We did not see any damage to the frame of the vehicle or any safety issues with it.

  Business Response

  Date: 06/11/2024

   When the vehicle arrived we inspected it for the noise and damage that ******* ****** ****** said was there and found the radiator core support bent but it is not a structural component of the vehicle and it just supports the radiator which hers does and it is in proper placement in the vehicle. The noise was from 2 bolts on the crossbrace between the front struts were not torgued properly causing a click or pop noise, we retorqued the bolts and the noise ceased. We did not see any damage to the frame of the vehicle or any safety issues with it.

• Initial Complaint

  Date:07/26/2023

  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.

  Sold me vehicle for $10 more then agreed before they added a service and maintenance package without telling me price. Took me three days to get papers after they said it was all electronic. I have been in contact with Mazda USA, Mazda financial and the dealership. The GM Don almost ran me over telling me he didn’t have time. When I am being told I am responsible for a vehicle they have on their lot for sale and online at Edmunds with current mileage and new sticker, cleaned and ready for sale to the public. Mazda Financial would like their money back. I said I would not go back up there after almost being ran over by the GM.

  Bureau Response

  Date: 07/26/2023

  Neal *******
  Rich Morton's Glen Burnie Lincoln Mercury Inc 
  ** ******** ** ******** ** *****
  
  
  Dear Neal *******: 
    
  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 7/25/2023 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:

  Jessica *********

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

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

  The details of this matter are as follows:

   

  Complaint Involves:
  Customer Services Issues 

   

  Customer’s Statement of the Problem:
  
  Sold me vehicle for $10 more then agreed before they added a service and maintenance package without telling me price. Took me three days to get papers after they said it was all electronic. I have been in contact with Mazda USA, Mazda financial and the dealership. The GM Don almost ran me over telling me he didn’t have time. When I am being told I am responsible for a vehicle they have on their lot for sale and online at Edmunds with current mileage and new sticker, cleaned and ready for sale to the public. Mazda Financial would like their money back. I said I would not go back up there after almost being ran over by the GM.
  
  
  
  
  
  Desired Settlement:
  Other (requires explanation)
  Correction to a credit report; No further contact by the business
   

  Bureau Response

  Date: 07/26/2023

  Jessica *********
  *** ****** **** ** ************* *** *****  
  
  Dear Jessica *********:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/25/2023 against Rich Morton's Glen Burnie Lincoln Mercury Inc.  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: ###-###-####

  Customer Answer

  Date: 07/26/2023

  
  

  Customer Answer

  Date: 07/26/2023

  I have texts from the Don. 
  

  I have all correspondence with Mazda.

   

  vehicle was  finally returned on the 13th. I went up on the 17th bc Mazda said to talk to dealership again. They told me Don was in bathroom. I went out the side to look for car, as I was coming back he was leaving the parking lot aggressively and told me he didn’t have time for me. I then located car on lot for sale. 
  

  Don paid me to take my FB review down. Then proceeded to offer me free plates for my CX5. 
  

  Keys dropped off at front desk with manager Robert, pictures below with condition returned. ??I have all things documented through Mazda Customer Experience with File Number 00109627 in regards to Rich Morton Mazda, ******** ********. I had called initially Mazda Financial but the loan was not showing?I recently came in to look at a 2023 CX9 and trade in my CX5. As inwas getting texts and emails from Mazda stating a lower payment. Knowing there was negative equity I wanted a 2023 to eat up some of it and to get a lower payment. They told me all they had left was a 2022 with 7k miles on it, that the managers wife had been driving around and told me that they would give me the rebates as a courtesy. They said that they could not trade my CX5 in because of the negative equity. They said they would instead buy it since I was going to be paying it off shortly. I was offered an amount through car max and I was told by Robert that they would give me more. They removed the tags and I returned them to the Mva. Gave them the keys and they had the car in the lot.?I continued making the payments for the cx5. I had gone back three times to get the finance packet I should have been given initially and a letter stating the purchase agreement. The first two times I was given the run around on why it couldn't be provided. I spent from 9:30-1:30 at the dealership today, getting the run around on it again, then being told I was expecting my car paid off when in fact I did not which is why I wanted the rebates. Even though I signed a pay off paper. I was told that the documents were sent digitally. Not on paper. In reference to that, I never received anything. I told them that I felt like this was all shady and I wanted to return the vehicle I just received, and take my car back since I still hold the title.?They said that it would be a hassle to sell it on my own. I told them I would rather do that bc at the end of the day something wasn't right. I was up front and honest, I am not a car manager or dealer and won't pretend to be.?They told me what was going on, to return my plates and to swap insurance. I finally am able to get my car back to my home, but they refused to take back their vehicle.?I asked for the hard copies of the papers with my signatures. The one where it said they were paying off my car (which I questioned since that didn't make sense be they said they weren't trading her) and even in the finance office I signed my name and dated, and the paper was removed and I was told only sign your name. I get the paperwork, finally today after refusing to leave, and low and behold they charged me almost $10k over asking, when the new 2023 is cheaper and in research the same vehicle 2022 is priced the highest at what the agreed price was. The manager Tom was abrupt and rude. The General Manager was rude and condescending, and then said we should all take blame.?I said sir, I am sorry for whatever I may have done and take full responsibility, can you please tell me what it is??He said said that it was that I thought he was going to pay off my full car note. I told him I had repeated several times what had gone on and yet he did not hold his employees accountable or himself. I tried to speak with him and he became rude and aggressive, and I told him I was no longer having this conversation. I told him I would call Mazda, which I have done and provided all documentation from price changes to exchanges. He said don't even bother because they are just going to have me call you, so deal with me. Thank you, but no.?   ? I would prefer not to speak on the phone as, in the office and per the phone I feel things have been twisted, lied about and discredited.?You said to me yesterday, when I said, I brush people wrong bc I am an honest person. I don't feel then need to or want to lie. And I will be one who speaks out. And you stated it was true and good be then you can lay your head down at night.?And last night was I was sick, physically. Not be I lied but bc I was communicative to you, respectful and still I feel like I walked away swindled.?I got an alert last night. My credit was run yesterday. I did not give permission of this.?The CX9 under the law can be returned. And I would like a letter of cancellation as there is no finance and all agreements were broken. I would like the plates transferred to my CX5 as I lost the others when listening to your associates.?Any verbal communication that isn't written will be done through a third party via Mazda themselves or a an Auto Fraud Lawyer.?As of the 16th on the purchase date, I spoke with Kyle. Told him I saw that there was a 2023 CX5 to eat up my negative rebate. Not only did the computer screen show the price of that vehicle that was now gone, but the one that I purchased. Which was the same price advertised online (43k) as I had seen it while looking. I told Kyle I came to your dealership, be Heritage had called me several times in regards to available CX9's which the did not have when I came in for my appt. And in fact was trying to be sold a CX90. I relayed this to Kyle. I then proceeded to share with Kyle and then email Tom my pre approval from Capitol One. I also stated that I am particular about my credit and that if need be I would only wanted it ran through them as inquiries give hits?I called Mazda Financial they have no record of this finance deal, although that is who I was told it was with.?The vehicle price was changed. The documents given are false. And the vehicle isn't even financed. I emailed the Mazda experience young lady in the middle of the night be of this.?Bc I was physically ill bc of the way I was treated, the lies and the misrepresentation.?would like all inquiries removed. As I can request by law, as I was told by the credit companies, bc I did in fact say that I only wanted my credit run through Mazda. If capitol one was an issue. And Kyle said he knew and understood. And that is his place if he is okay with putting his head down at night knowing that is what was said and did not happen. And if it isn't Kyle's fault, be I truly thought he was a very friendly and considerate sales person, then it falls on whoever did it after the fact.?lam not here to argue. To fight. But I will not continue to be disrespected, lied to or manipulated?continue to be disrespected, lied to or manipulated. And I am sorry if that upsets you, but I am not going to sugar coat the facts.?The CX9 under the law can be returned. And I would like a letter of cancellation as there is no finance and all agreements were broken. I would like the plates transferred to my CX5 as I lost the others when listening to your associates
  

  Business Response

  Date: 07/26/2023

  Please see attached.  This customer and Don Burke resolved all issues last month. 

  Customer Answer

  Date: 07/26/2023

  Issues not resolved.  The vehicle belongs to Rich Morton Mazda. Is on the lot and for sale. The vehicle needs to be removed from my name as per Mazda Finance and must be done so my Rich Morton. 

  Customer Answer

  Date: 07/26/2023

  I do no recall or received that paper. 

  Customer Answer

  Date: 07/26/2023

  I do no recall or received that paper. 

  Customer Answer

  Date: 07/26/2023

  I do no recall or received that paper. 

  Customer Answer

  Date: 07/26/2023

  The money I received was to take my FB review off the Internet. Nothing more. No paper was received on my end. 

  Customer Answer

  Date: 07/26/2023

  The papers I received with a digital signature are falsified. 
  

  The vehicle is at Rich Morton Mazda for sale as of July 17th, and online. It has been there since before the 13th of July. 

  Customer Answer

  Date: 07/26/2023

  Nor is that my signature

  Bureau Response

  Date: 07/26/2023

  Jessica *********
  *** ****** **** ** ************* *** *****
  
  
  Dear Jessica *********:
  
  Better Business Bureau (BBB) has received the complaint that you submitted on 7/25/2023 against Rich Morton's Glen Burnie Lincoln Mercury Inc.  For your records, this complaint was assigned ID ******** in our system.
  
  Before BBB can proceed with the conciliation process, we need some clarification from you on the following issues.
  
  ****Please provide a copy of the bill of sale for the vehicle. ****
  
  Once clarification has been received, BBB will be able to continue processing of the complaint. Please be aware that should BBB not receive clarification within 5 calendar days the complaint must be closed accordingly, if you require additional time to provide a response please let me know and I can provide you an extension.
  
  

  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: 20###-###-####2

  Thank you for your prompt reply.
  

  Sincerely,

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

  Bureau Response

  Date: 07/26/2023

  Neal *******
  Rich Morton's Glen Burnie Lincoln Mercury Inc 

  ** ******** ** ******** ** *****
  
  
  Dear Neal *******:
  
  This message is regarding complaint ID ******** filed on 7/25/2023.
  
  Below are some points that BBB needs clarification on before moving forward.
  
  Please also provide a copy of the $2000.00 given to the consumer as part of the settlement.  
  
  Please provide written clarification within 5 business days.
  
  

  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: **************

  Once your correspondence has been received, BBB will continue the conciliation process.
  
  Thank you for your prompt reply.
  

  Sincerely,

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

  Customer Answer

  Date: 07/26/2023

  Mazda stated that they have all calls on file via customer experience and financial. 
  

  I would like all to be reviewed. 
  

  I was also told they did not who the owner of the dealership was when I asked for their information. 
  

  They have you sign papers bc it’s ‘hectic’ and then provide false numbers which is why they don’t allow you to date the paperwork as i have stated that when I did the paper was taken away and I was told that it has to be done a special way by the finance lady. 
  

  when in fact when I was there, they had the actual carbon copy papers which were nowhere to be found when I was there. 
  

  all numbers are FALSIFIED. 

  Business Response

  Date: 07/26/2023

  Copy of Check attached.

  Customer Answer

  Date: 07/26/2023

  Check received for deletion of Facebook Review. Went straight to Fulton bank and was crying bc of treatment by Don. Bank assisted me and the gentleman that helped me asked me if I was okay, he is aware of why the check was received as I told him what was going on. All phone calls from Mazda USA and Financial requested. Mazda Financial aware of vehicle being in possession of dealership and accepted by Robert on 6/13/23. With my husband as a witness of Robert receiving the keys. 

  Bureau Response

  Date: 08/01/2023

  Neal *******
  Rich Morton's Glen Burnie Lincoln Mercury Inc
  ** ******** ** ******** ** ***** 
  
  
  Re: ID # ******** - Jessica *********
  
  Dear Neal *******:
  
  Thank you for your cooperation in responding to the above consumer's complaint.
  
  We forwarded your response to Jessica *********. The consumer notified our office that they are not satisfied. BBB has determined your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: “Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction.”
  
  The text of your response may be publicly posted on BBB’s website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.
  
  We appreciate your cooperation in addressing this matter and hope we can be of service to you in the future.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau Response

  Date: 08/01/2023

  Jessica *********
  *** ****** **** ** ************* ** *****  
  
  Dear Jessica *********,
  
  This message is regarding Complaint ID # ********- Rich Morton's Glen Burnie Lincoln Mercury Inc
  
  Your complaint is closed for one of the following reasons:
  
  We understand you are NOT satisfied with the business's response, and have noted your dissatisfaction in our files.  While we were unable to reach your desired resolution, the business has provided your Better Business Bureau (BBB) with its position.  This matter is now closed in BBB files, and will appear in the company's BBB Business Profile as: "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."

  ****BBB Note:  the business has provided a copy of check showing final settlement.  The business has elected not  to respond further to the complaint.  BBB is unable to compel the business to respond further. 

  ***BBB note:  Please be advised, that you may also file this complaint with the following:
  Maryland Attorney General Office for Consumer Protection
  200 St. Paul Street 
  Baltimore, MD 21202
  ###-###-####-phone
  ###-###-####-fax
  ************************ (email)
  ****************editor/customer/onlineformhelpers/formviewer.aspx?filename=MUGeneral.htm (link to file online)

  
   

  
  If this is the case, please reply to this email and for the complaint to be reopened so you can submit a response to the business. After your request is processed, you will receive an email asking for your response with a link to the complaint.
  
  Please note, the text of your response may be publicly posted on BBB's website.  BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language.
  
  We appreciate the opportunity to be of service, and sincerely hope you will contact us for future pre-purchase information. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-#### MESSAGE FROM BUSINESS:
  
  Copy of Check attached.

• Initial Complaint

  Date:05/02/2023

  Type:Product 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 3/16/23, I saw an advertisement on ************** for a 2019 CX-5 for $23,514. Rich ****** told me that they needed to add a $1,000 fee for a 160-pt MD inspection and a $1,500 fee for reconditioning. So the advertised price was not the actual price. This was my first time buying a used car and I had no idea they could do that. They said they did it with all cars. And that the fees made it a Certified Pre-Owned car. A few minutes after buying the car and driving it off the lot, my wife and I heard a squeaking noise when we accelerated. I immediately recorded it and sent it to Rich ****** *****. They said they didn't know anything about a problem with the car. I brought it into Rich ****** service at the first available appt. a few days later and Rich ****** told me the car needed a new torque converter and transmission. I called ***** ***** to see if they could get me out of the deal. ***** ***** informed me that on 3/2/23, the previous owner complained to ***** ***** about the same car having a transmission problem and that Rich ****** wouldn't do anything about it. This was never disclosed to me. I was told the car passed a 'thorough and rigorous' inspection. I got the car back over a month later and immediately took it to another ***** dealership for a post-purchase inspection. I found out today that it failed 5 different parts of ***** ******. Certified Pre-Owned (CPO) inspection including the tires not being all the same, the rotors being rusted, and after-market parts having been installed and not removed. Rich ****** has repeatedly denied my requests to fully refund me for the purchase. I am attaching the one document they don't have - the results of the post-purchase inspection by another ***** dealership.

  Business Response

  Date: 05/06/2023

  We are writing in response to complaint ID#******** filed with the Better Business Bureau on 4/29/2023 by ***** ******** regarding his experience with Rich ****** *****. We are sorry to hear that he was dissatisfied with the service he received, and we appreciate the opportunity to respond to any concerns.
  
  At Rich ****** *****, we take customer satisfaction very seriously and always strive to provide the highest level of service to our customers. In this case, we believe that we did everything that could be reasonably expected to resolve the issue to his satisfaction.
  
  We worked diligently to address his concerns and to find a solution that was satisfactory.  our team promptly investigated his complaint and took all necessary steps to resolve the issue. We went above and beyond what was required to ensure that he was satisfied with the outcome. We are sorry to hear that he is still dissatisfied with the resolution that he proposed and we agreed on.
  
  We would like to point out that we had already agreed to and accepted a resolution to his issue that he proposed. We were under the impression that he was satisfied with the outcome, especially because it was his idea and we are surprised to hear that he is still unhappy with our efforts. We offered  to let Mr. ******** return the car for a full refund but he offered an alternative resolution that we ultimately agreed to.
  
  Please know that we value our customers and take their concerns seriously. Customer satisfaction is of utmost importance to us, and we would like to reassure you that we will continue to provide the highest level of service to all our customers.  We would be happy to speak with you further about this issue.
  
  Thank you for bringing this matter to our attention, we look forward to resolving this issue again.

  Customer Answer

  Date: 05/08/2023

  
  Complaint: ********
  
  I am rejecting this response because Rich ******** "full refund" that they offered was minus a $499 dealer processing charge, $1,894.62 in taxes and a $342.00 titling and registration fee. So their "full refund offer", which I have a decorated retired Naval officer who witnessed it, was minus these $2,735.62 charges. Furthermore, the post-sale inspection conducted by an Anne Arundel County ***** dealership uncovered $2,693.54 (quote attached) worth of work that should have been done BEFORE Rich ****** was able to sell this as a CERTIFIED PRE-OWNED CAR. For instance, one of the items that is mandatory for CERTIFIED PRE-OWNED ***** cars according to Rich ******** own checklist that they signed is that all four tires are the same brand - line item #31 on the attached document. The car was sold to me with THREE different branded tires. I have those photos and can provide as necessary. The other items were outlined and sent to Rich ****** ***** in an email addressed to their manager and sales rep on April 30th at 5:12 p.m. which is also attached. They have not responded. I'm also attaching the WE OWE YOU document that shows that they said they would provide me with floor mats. These are all-weather mats and I have notes and witnesses who can confirm that. I have not received them.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/08/2022

  Type:Billing 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 purchased a 2013 Dodge Durango drove it around for two days the brakes were squeaking really loud and brake dust all over the wheels I drove back to the dealer and talk to the sales manager Jason he told me to bring it in Wednesday and he would take care of the problem at Brian in on Wednesday the mechanics looked at it and said that the brakes and rotors was fine and was passable through inspection that the rotors needed to be sanded down and that would be $100 each my cost that the dealer wasn't covering. I tried to get a hold of Jason and they said he was on vacation for the rest of the week so I told him just to go ahead and do it and I will pay the 400 that I'm supposed to pay and I'll deal with him to get my money back because he said everything was covered the next day the service department called me and said after the sanded each wheel they noticed that the front rotors was bad they went ahead and ordered them and put them on at their cost and still charged me 200 for the back rotors that they say that down which the original problem was the front rotors was bad that's what was making the squeaking noise and brake dust everywhere I've called and called and left multiple voice messages for the sales manager Jason and never returned my calls so I had to pay the 200 to get my car back out of the shop. I do not think it's fair that I have to pay money out of my pocket with only only the car for a few days and the rotors was bad and I'm reliable for the sanding of the rotors in the back I've yet to have no return phone calls through them.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 6, 2022/06/10) */ From: Don Burke <*********@gmail.com> Date: June 10, 2022 at 1:05:43 PM EDT To: *****@greatermd.org Subject: Case#XXXXXXXX Hello Ms ****, As per our discussion the other day the customer was explained all work up front and explained that it wasn't in violation of md state inspection. They were explained that there might be the slightest vibration in the rear wheels and while the car was in the shop it could be done for $200 and he agreed. Thanks Don ***** Consumer Response /* (3000, 8, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off no one buys a vehicle and two days later the brakes are squeaking like crazy and brake dust all over the place when I took it back to the dealership where he put it in the shop for service they called me and said that the brakes and rotors was fine according to Maryland State inspection that it would be $100 each wheel to shave them down. The squeaking and brake dust after going back-and-forth they said it was my build a cover I did agree because I wanted the car fixed right and I still wasn't happy with that they call me the next day and said and said they did find that the rotors on the front were bad and they ordered them and covered them so that was the cause of the brakes to squeak and have dust everywhere yet they still charge me 100 for each wheel or the back which I shouldn't be liable dear just trying to cut cost because they had to pay for the front rotors knowing they was bad I have the receipt with me stating they put two new rotors on there when originally they said the rotors and brakes was good and clearly they wasn't even the shop manager said he didn't wanna go above his bosses head but I shouldn't be reliable to pay the $200 fee I have scheduled a appointment with Maryland State trooper's to go through the SUV thoroughly to make sure nothing else is not working correctly. I've called numerous times to Jason to try to resolve this me and my wife left numerous messages no return phone call back to resolve this! They know they're at fault!!