Cannot say enough positive things about the service I recently received in the service department. I had my car serviced there in March, just before all the Covid 19 shutdowns. A week after, I had a warning light come on. I wasn't happy, as I had spent quite a bit on the repairs, and felt they should have found everything. In response to a survey from GM, I expressed my displeasure. I promptly received a call from Alicia at Fitzgerald, who said that as soon as I was ready, they would come and pick up the car and check to see what was going on. She was an absolute delight to work with through the entire process, communicating with me clearly and advocating for my interests with the service department to make sure the issue was resolved. It turned out that the new warning light could not have been anticipated. I ended up with no additional bill, even though there was labor involved and they could have charged me for that. Great customer service. Thank you, Alicia -- and the entire service department. My next auto purchase will be from Fitzgerald. read more

Salesman did not take my husband an I serious. I don't know if it's because we are young? He didn't seem very interested in selling us a car at all. We will not be returning. Taking our business somewhere else read more

Don't know why they are so eager to jump on your ass when u start looking around, they won't allow you to test drive anything untell you have your credit checked to "make Shure you can afford the car" -sales clerks words when I asked about test driving one of the trucks! RUDE! gladly take my money elsewhere!! read more

consumer beware regarding service department frederick md location took new car in for mazda recall services had car for less than a week and was in perfect condition inside and outside purchased at another dealership since living in frederick took it here upon entering car after service was completed damage was seen on glove compartment door a large prominent gash scratch was there that was not there before service had a service supervisor, mr harvey (who was very professional in dealing with me ) come to look at it he acknowledged the scratch which was extremely noticeable, he took a picture of it and said an alichia umbel would contact me in regards to taking care of it alichia umbel called me and claimed it was not done by them because they had video she acknowledged that someone had been in my car but that they didn't do the damage when asked if they had video inside my car (unless they had body camera like police how could she confirm how the damage was done and also when it occurred, if it happened outside of camera range) she yelled at me saying that i should have taken my car somewhere else filing complaint also with the maryland states attorney general consumer protection to go on record about their services am not expecting resolution and do not know if i would trust taking it back there because there might be repercussions and covert damages done etc just want to go on record to warn other consumers and document to give support to other consumers reporting complaints here through other sources years ago this was an a plus service provider but see numerous complaints posted in recent years too bad read more

From the moment l dropped my 2016 VW off for service I had a bad feeling that I was going to get overcharged. What was expected to be a warranty service turned out to be a dealer service charge. Having 28000 miles on my car which is less than two years old, I lost power twice, stuck in parking lots for 15-20 minutes until the car returned to normal operation. I took it to Fitzgerald VW in Frederick to get checked out. They tell you up front that if it's a problem caused by mice or operator error I would get a diagnosis charge. Well their diagnosis was a loose battery terminal. According to Fitzgerald, VW doesn't warranty parts that come loose. How is it that a manufacturer wouldn't cover their own car coming loose? This was on top of other warranty repairs scheduled and an oil change scheduled. The VW was previously taken to another dealer for an oil change and inspection. Stohlman VW either pencil whipped their check or mice climbing under the hood with a wrench and took off the terminal. At any point Reattaching a battery terminal here will cost you over $100. I feel if they can blame it on you and charge you vs the warranty, they will. read more

Unfortunately I bought my truck from them with extended warranty so I took it there out of convenience. Which ends up being inconvienient because they can never find my warranty information. This happens every time! Why don't they correct it like they tell me they will do every time I go there.... The actual purchase of the vehicle went great by the way and I feel that I got a very good deal. Every time I take it in they try to find a different way to charge additional money. Recently I took my truck in because the battery light was on. They told me that it would cost $109 for them to take a look at it but if it was an easy fix they would only charge additional for the part. It ended up being a fuse that would cost $24, which somehow they didn't have. They said it would take 4 days to get one and it would cost another half hour labor to install it because they couldn't do it at time of diagnosis. I told them that wasn't acceptable, so drove it over to pep boys which had the fuse which cost $4, I replaced it myself. A week or so ago I took the same truck in because there were several leaking lines and the drivers door wouldn't open, as well as the transmission dipstick tube broken for a second time. They had previously replaced it once. Most of this was covered under warranty. The issue here is all mechanics work off of a given time for each task which they actually do in less time 99% of the time. They never give you a discount for taking less time by the way. No big deal, I'm aware of how that works. However I do have an issue with this dealership charging extra when they don't complete the work in the allotted labor time which is exactly what they did this time. I was a mechanic years ago and the service center would never have expected payment outside of the times alloted. Another issue is the service writers always make me feel like I'm inconveniencing them by bringing my truck in for service. They always give me the impression that they are too busy to deal with me, everything is dramatized about how much work is involved and always the pretense of an extra charge. There are several other instances representing the issues here but I feel I've already spent enough time... Other than oil change I recommend avoiding this dealership for vehicle service. I have changed my rating based on the responsiveness to the issues I raised in my review. Sylvia from Fitzgerald called me first thing the morning after I submitted my review to attempt to reconcile the situation. She refunded the extra labor I was charged and promised to personally look into the other issues I raised. She also said she would personally make sure my experience will be better next time. Her response has made me more comfortable to give them another chance and I hope to be able to give a better rating next time. read more

Purchased my Tahoe from Fitzgerald in August 2016 and have had it in for warranty work a few times since then, including an oil change a couple of weeks ago. I have been very pleased with the service department - they have been great with resolving all my concerns including a bad vibration in the front end of the truck when first purchased. Scheduling an appointment was easy and was in the next day. The staff is professional and friendly and was great about keeping me informed of the progress of the repairs. Very pleased with the whole experience! read more

I'm not sure there are enough words to praise Fitzgerald Auto Mall in Frederick, MD. My boyfriend bought a 2014 Mazda 3 hatchback from them in November 2013. When I decided to trade in my Versa and get a Mazda, he told me I had to go to Fitzgerald - that after 3 years of research he couldn't find a better deal on the vehicle he wanted, and that the staff treated him really well. So this past Saturday, we went to Fitzgerald, where we were immediately greeted by Brian Robinson, who was the rep that my boyfriend had worked with in November. Brian immediately remembered him and greeted him by name, as did a few other employees, and they asked him if he was enjoying his Mazda 3. I was already amazed by the fact that they remembered him by name and which car he had bought - you don't come across that very often, especially 5 months after he purchased it! We told Brian why we were there, and he immediately began the process of helping us. I already had the stock number for the vehicle that I had chosen written down, which was located in Annapolis. I test drove the same vehicle in a different color, and Brian was a joy to test drive with. He showed me all the options and how they worked without laying on any pressure or trying to sell me on additional options other than what I had already chosen. When we got back, we started the process of financing. I was worried about that, because my Versa still had quite a bit of negative equity that I wasn't sure could get rolled over into the new loan. After a few hiccups, not only was the manager, Sondra (I can't remember her last name off the top of my head, but she deserves her own parade) able to roll the equity into the new loan, but she was able to work a deal with $0 down and a great interest rate! I was completely blown away - she worked for 3 hours to get us the financing that we not only needed, but a deal that we really couldn't resist. It was better than we were hoping for! We let them know we would need to discuss the deal before accepting (I was ready to go for it right then and there, but my boyfriend wanted to talk some points over, etc.) and that we would let them know by Monday. The next day I let Brian know we would be moving forward. As I write this, they're already working on getting paperwork drawn up and getting the car brought up from Annapolis so it's ready to go when we get there this evening to finalize the deal. I'm amazed at how efficient, professional, and kind this sales team is, and how they went above and beyond to help us get a great deal on the car I had my heart set on. I HIGHLY HIGHLY HIGHLY recommend ANYONE who is looking for a new (or used!) car go to Fitzgerald - they really know how to treat a customer, and in me, they've got one for life. They actually made car shopping a pleasant experience, and I can't imagine going anywhere else now! Kudos to the team at the FitzMall on Baughman's Lane! read more

They were very friendly than Fitzgerald GMC, Buick (Nicholson Ln)Location. I live in gaithersburg but i will go to fredrick now on. But expect to get nitrogen on the tires, it didn't say any thing about in the bill. And also when i get the service done with dealer, i expect to get the car wash, my truck was not wash at the time pickup. And also so my truck battery died when i was try to pickup the vehicle, key was on the ignition but truck was not on P it was on D. I have to mansion, i was waiting on phone call from service department, i drop of the truck day before with service person, i have to call them. read more

Customer service is good but the work done to my car is shabby. I swore I wouldn't go back after my first horrible experience, however, the issues with my car (2011 Cruze) didn't allow me to go very far so I had no choice. I'm also a believer in second chances. Well, they blew that. That being said, I had a problem with my heat that got fixed and a small issue with my oil. My husband asked them after they replaced the oil pan to please clean off the area so when I turn on the heat the oil won't be burning off and blowing into my car. Well, not only did they not do that it's even worse. I have to turn the heat off while sitting at lights and roll down a couple windows otherwise I'm overtaken by that horrible smell and a haze of smoke. Under the hood also smokes like crazy. For $1300 cleaning it like we asked would have been appreciated, heck they even have a carwash on sight, how hard would that have been? I had no problems with this car till I took it for a simple oil change prior to this experience which is a whole other story. I believe that some people have great experiences there but mine, however, has not been. read more

Went in last Saturday for an oil change. They got me in and out in about 45 minutes. Fast excellent service.

I have a 2005 Scion Xb that I bought brand new. I'm near 200k miles. The reason my car is still running is due to Fitzgerald Auto Mall. The service team has always gone above and beyond to take care of my car, find a discount for me if possible, get the car back to me in a timely manner, and keep me notified of the progress. And let's not forget the free loaner! A major kudos to Keith Jones, Assistant Service Manager. He knows my car inside and out and always does his best to make a stressful situation, as painless as possible. In this particular instance, my car had been hit in a parking lot. My insurance company sent me to an adjuster at another body shop. They did a beautiful job fixing the exterior. But when I took my car to Fitz because of an unrelated issue, the service team found that the rear axle was bent. Keith called me right away and asked if I'd been in an accident. So the other shop missed something HUGE and expensive and potentially dangerous. When I got the runaround from my insurance company who told me this could not have been due to the damage in the parking lot, Keith volunteered to speak to the adjuster directly. Next thing I know, Keith called me to let me know they had cut a check. Now I was ready to fight with the insurance company because, come on, how else would an axle get bent? Did it magically happen in my driveway one night? But because of Keith, I didn't have to. Fitz has a loyal customer for life. Should the time come when I have to let go of my beloved "grape juice box" of a car, I'll be shopping with Fitz so I can continue using this service center. read more

I received a call the next day from their customer relations person, which is nice that they are watching their customer feedback. I am up dating my review because I have had no problems with the actual service. So other than the wait I would recommend them. She did explain that they have an appointment system on their website which would likely significantly reduce wait time. I will try it. Thanks for responding. read more

This has been the best place for purchasing and servicing my car. I highly recommend Keith Jones for his outstanding customer service in the Service department! I have never had such great personal service until I started dealing with Keith. He is awesome and truly cares about his customers!!! read more

I can't Thank the staff in sales, finance, service department, and off site agents for their incredible service!! I am so happy with my purchase of a 2015 Mazda 3 Grand Touring model!! The staff really went and have gone above and beyond to make sure I had everything I needed and could afford without over doing my budget. read more

Before you read this story Go here to see what they say about the fitzway http://www.fitzmall.com/... I would like to tell my story to the world about a transaction made between me and Fitzgerald Auto Mall. I have a friend overseas who asked me to purchase a vehicle he found on the Internet. This vehicle was a 2011 Saab, from Fitzgerald Auto mall in MARYLAND. I contacted the dealership via phone, asked if the vehicle was available, and as anyone would, asked for the condition of the vehicle. I Explained to the sales person that I am in a different state, need it for export, & indicated that he needs to be my eyes and tell me about any wear and tear and also email pics of any damages or scratches. No pics showing any damage were emailed and was told that car is sold AS IS, and in great shape. They sent me some images with a shiny, like-new looking car. The Fitzmall website states that they keep all customers happy, always ready to help and will disclose all needed info. Carfax shows clean tile and I was ready to go. Remember thefitzway? http://www.fitzmall.com/... Several weeks later the car arrived in Florida. I Also got the report from the shipping company showing in what condition the vehicle was in at the time it was picked up from the dealer. link of the report http://clip2net.com/s/5RkYc7 for you to see what Fitzmall states NORMAL wear and tear and decided not disclose to me before I bought the car. The car literally had dents and scratches on every panel and only the roof does not show NORMAL wear and tear. After contacting "CUSTOMER RELATION MANAGER" S. W. on the phone, I stated to her that information provided was not complete and I am extremely unhappy with the condition of the vehicle. After 10 minutes of explanation of my story, she screamed at me and told me that the papers sign AS IS condition and there is nothing she can do, and the next day, I got this email: Remember thefitzway? http://www.fitzmall.com/... "I have had an opportunity to discuss your concern with the salesperson. At no time was the vehicle represented to be 'perfect' (I said: yes sure, I wanted a car that looked like garbage in a sarcastic way) but to have normal wear and tear which is demonstrated in your photos. (will post pics. in the link) The Used Car Salesperson that helped you routinely sees vehicles from Handyman's to 'As Is' to Certified and then New. He would and did characterize that vehicle as having normal wear and tear for its age and mileage (remember? 2 year old car); and in his opinion that was accurate. Additionally you were referred to our website to see photos of the vehicle. Your transport carrier filled out all the identifying marks on the vehicle; and you are in possession of the vehicle and the transport form. If there is damage on the vehicle that is not indicated on the transport form you would need to file a claim with your transport company. From a dealership perspective, it is the responsibility of the consumer to check the car before purchase or have someone else check it on their behalf; we do our best to represent the vehicle as we see it. (Great Eyes!!) This vehicle was purchased as an 'As Is' sale and there is no implied or express guarantee; it is a 'Final' sale. " Remember thefitzway? http://www.fitzmall.com/... (I don't need a guarantee; I want the truthful info, just say got minor dents and scratches all over the car, take it or leave it.) Nice taking advantage of me, knowing that the vehicle was going to be exported and that the customer will have to eat it. I Also love the "CUSTOMER RELATION MANAGER" she did not care about my situation and did not try to help me in any way. I wrote (word for word): "I will place my personal opinion about this transaction on every forum I can find. Noting more Nothing less It's my right Remember: freedom of speech" Remember thefitzway? http://www.fitzmall.com/... Got the email back from "CUSTOMER RELATION MANAGER" : "Under federal law -- 47 U.S.C. § 230, to be specific -- websites like Yelp and Angie's List are shielded from being sued for defamation, but the writers -- people like Perez -- are legally responsible for what they write and lawsuits can be filed against them. That may not be what a lot of people are thinking when they go on Angie's List or Amazon to air grievances. In fact, Perez told the Washington Post that when she posted her reviews it never occurred to her that she might end up in court or on the hook for thousands of dollars in legal fees -- not to mention the monetary damages. Dietz is suing for $750,000, and awards can go far higher than that. In 2006, a jury awarded a Florida woman $11.3 million in damages against a woman who made defamatory comments on an Internet message board." I would not tell you all what to do, Just think what people are ready to do to make a buck. Remember thefitzway? read more

Extrememly dissatisfied with customer service. Went in for a routine oil change. The website states they are better than the "lube guys". No appointment needed. The service personnel were rude and unprofessional. I was told it would be hours to have my car done and that I should have made an appointment. I left and later voiced my concerns in an email to the customer service team. I did not receive any reply. I would never visit Fitzgerald Auto Mall in Frederick again and recommend others find service elsewhere. read more

AVOID FITZGERALD SERVICE!! Without a doubt the worst service department I have ever dealt with. We took our car in about a year ago for an oil change. When we went in to get it the seats had grease stains on them. When we brought it to their attention, they were indignant and rude about it. They wiped at the spots but I ended up finishing the job myself. A year later I get a recall notice and decide to try Fitzgerald again since it is the closest Chevy dealer. I had them change the oil as well. Came to pick it up and it had grease on both front seats and one of the seats was reclined most of the way back. The service manager on duty did offer to detail the car but they needed to keep it through the end of Monday (from Saturday) I came in at 5 on Monday and the service advisor had instant attitude when we came in.. I go out to the car and it was clean but on the outside was a large black smudge. The service manager came out and cleaned it off but was very short and unfriendly about it.. If you like being treated well by the dealership doing your work try Criswell.. It's a little further to drive but they actually value their customers. read more

I called the dealership to ask questions about the Mazda CX5. Salesman, John Lee took the call and answered all of my questions. When I told him that I wanted to test drive the car but wasn't able to come into the showroom that day, John offered to bring the car to me at home! I've never heard of this before and didn't even realize this could be an option. I was thrilled and accepted his offer. I loved the car but wanted one that was fully loaded...but they didn't have one at the time in the color I originally wanted (Soul Red with all Black interior). Later that same evening, I decided to go into the dealership to look at a different color combination. John had already gone home for the day. I asked if anyone else could help me with a few questions. Derrek Morton offered to help and didn't look annoyed at all. He was very happy, helpful, and supportive (and it was about 40 minutes before closing). Derek went out of his way to show me the other color option (Soul Red with Sand/Parchment interior). I loved it! I purchased the vehicle the very next day...on Christmas Eve! John sat with me in the car explaining all of the different features and ensuring that I understood and knew how to use everything in it. Wow! I've NEVER had a salesman do that either! John and Derrek were both awesome! Joshua Gutzman (Financing) was wonderful too. Time was of the essence as my bank was closing early on Saturday (after-all, it was Christmas Eve...); Joshua worked quickly to get all of the paperwork done in time for me to take my new car home. I am now the proud owner of a brand new Mazda CX5 Grand Touring (with only 7miles!!!!) Everyone was helpful from beginning to end. Merry Christmas to all! This has been my BEST car buying experience ever and I'm telling everyone about it!!! Thank you!!!! ~ Jacquie read more

Following a sales transaction that had a misunderstanding regarding the status of front-end parts that were to be repaired by the dealer, Fitzgerald made everything right. First, they completed the repair as promised, but every aspect of the service experience was extremely courteous. From the young folks who meet you in the garage bay, to the service specialists at the desk, to the customer liaisons and managers, to the mechanics, they did everything they could to make this a customer-focused experience. Also, they replaced an additional part that they noted needed to be done, and did a 4-wheel alignment (which was recommended but they didn't technically have to do it to satisfy the sales contract). Bottom line is their service folks came through and I am impressed. They went the extra mile and I'd highly recommend them for any transaction. Even though about 30 minutes from I live, I'd definitely consider them for my next vehicle transaction, new or used. read more

fantastic prices, but EVERYONE i met at this dealership; from the salesman, the sales manager, and the customer service reps, and the people that process your MVA paperwork are incompetent and you MUST stay on top of everything they do; they will not call if something is wrong; they will just put the paperwork aside and let it "fall thru the cracks". The mechanics do not prep the vehicles properly, they leave factory options in the trunk and they don't check the engine compartment. read more