Heritage Body Shop (Catonsville MD) They Discriminated Against Me and Held My Vehicle Hostage for $500 They Never Informed Me I Owed Catonsville Maryland

This body shop is not worthy of even one star! DO NOT EVER TAKE YOUR CAR HERE! AND DO NOT EVER ALLOW ANYONE TO TRANSFER YOUR CAR HERE. My vehicle was transferred from Silver Spring MD (without my prior approval).

My vehicle was transferred in early November 2019 for reported bumper and undercarriage exterior damage with a damaged driver's visor and an ash tray in the rear (I disclosed upfront that the cigarette lighter was broken). the next thing I knew they were pulling out the center console and playing with airbags. When they finally sent my vehicle back for me to take possession, the airbag warning light was on.

Instead of fixing this error they obviously made, I received a very disturbing, condescending, accusatory, aggressive and unprofessional tone from Don Czapla. I became physically ill while speaking to Mr. Czapla as I could feel my anxiety and pressure rising to dangerous levels.

I asked Mr. Czapla not to ever call me again! After my car was delivered back to Silver Spring, Catonsville was notified that my airbag warning light was back on (per written notice to me from Catonsville). It's important to note that my vehicle didn't display an airbag light prior to turning it over to BMW.

Instead of fixing the problem they created, In my opinion, Don used a microaggression (racist) to try convincing me that I am a liar - guilty of trying to get a free repair because he said a steering sensor was also now broken (news to me because none of my recent car scans showed this fault code) and that I knew it was broken when I turned the vehicle over (a blatant lie - as if he was inside my head). He then informed me that it had to be true because my Silver Spring advisor told him it was.

I called my SS advisor and he readily confirmed he never uttered those words. In fact, he said, he could not access my file because presumably Don was still in the file AND he doesn't keep every customer's repair history in his memory. Not surprising that Don manufactured this lie!

On January 24, 2020, they're holding my vehicle hostage after several days. They're demanding that I blindly pay them my deductible when they have yet to tell me I have a balance. Further, I don't have any paperwork showing me what they did, their costs, etc - nor do I have pictures of the vehicle or access at their location to inspect my vehicle because they unlawfully released my vehicle to the Silver Spring service center without gaining any approval from me - and never even gave me a courtesy notice that this was done.

It was the service center with which I have had a 15-year relationship that informed me I had a balance owed - not the body shop. I have consumer rights entitling me to full and appropriate disclosure. Yet, they repeatedly refuse to provide such. Then, they came back demanding that I sign a release! In fact, when I called this morning they had the receptionist read me a disclaimer that they could not speak with me. They also emailed me the release!

Until I spoke with Don, I had a pleasant almost 15 year relationship with MileOne BMW in Silver Spring MD that was destroyed in less than 15 minutes! I have purchased multiple BMWs from the MileOne family and happen to be in the market for a new BMW, but MileOne will NEVER see a penny of my money.

I hope BMW thinks this is worth losing a loyal customer and all of her children and Girl Scouts who want to be just like me when they grow up! As a business owner myself, I'd place all of my bets that Don is a cancer to the organization as well as a huge liability and move swiftly to replace him with someone who respects and holds customers to high regard, values relationships and puts the interests of the organization first!

This incident was TOTALLY blown out of proportion for absolutely no other reason than what I perceive as Don's personal demons (eg. hatred and discrimination). #goodriddance