Heritage Volkswagen Catonsville

by Jessica on 02/08/2024

If I could rate it a 0, I would, but 1 is the lowest score. DO NOT give this dealership your business. They will crash your car and then not give you a fair trade or deal on a new car. I took my brand new car, bought from this dealership, to them for its first service/oil change/tire rotation. Their technician crashed my car into a pole and admitted fault. This car has 6,000 miles on it and is now damaged because of the negligence of the dealership. The dealership tried to "internal" the damage so that it would not show up on a carfax and only went through their insurance after I told them that made me feel uncomfortable and that I would prefer insurance to be involved so that I can guarantee that the work is done correctly. They will be repairing it but keep telling me that there will not be any depreciation (when literally every car website says that there will be depreciation for an accident) and that my car will "look as good as new." When I told them that there will be depreciation and that I want an undamaged car, they offered to buy back my damaged car and sell me a new car, but at a $10,000 cost to me. I should not be upside down on a brand new car loan for damage that the dealership caused! They do not care about their customers. DO NOT waste your money or time here and go to a dealership that actually cares about their customers.

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by Keri on 06/02/2023

Bought this car 9 months ago, I’ve had it there over 4 times now. This will be the 3rd I’m left without my car. I have 3 warrantees and still have had to pay over 900$ when you add in the tow to get it in this time as it is dead. Went in for the detail day after I bought it and was given it back dirty. Then when they did the detail it was awful. Last service I had to clean all the grease prints off the interior myself. Bad slow service. Then they get mad when you’re upset. Don’t return calls. I did have 1 good service rep but still had to pay 800$ for breaks on a car I only put 5000 miles on. Not covered for that they said. Just really bad experience all the way around.

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by Kyle on 04/25/2023

Tobi was super knowledgeable about the car I was interested in and helped me through the buying process efficiently.

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by Andy on 04/24/2023

Tyrone, Josh, and Billy did am amazing job during every step of the process. They all went above anything that I could have expected to smooth out anything that might have become a concern to me. I would definitely recommend them to anyone and fully intend to come back the next time I'm ready for a new car.

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by Katie on 03/03/2023

We had a great experience working with Tobi at Heritage VW in Catonsville to purchase our VW Atlas. We really appreciated how much he listened to our needs, wasn’t pushy at all, and showed us all the features of the car that would important to us based on our family and needs. Would definitely recommend working with Tobi for your VW purchase!

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by unhappy customer on 08/14/2021

Stay away from this place. I saw a beautiful used car on the lot that was in my daughters price range. I called the dealership and the GM answered my call informing me the car was available. We got her qualified and went to pick up the car. After signing the offer sheet and adding the car to our insurance policy we were informed that the car was actually not available for us to purchase. Disappointed and upset, we headed home. When we were almost home they called and said that we could have the car and stated 'this is not the way we treat people'. Back to the dealership we went where they promptly met us at the door and informed us the car was again not available. They told us they had a similar car that they would make available for us at the same price. The next day they did not attempt to contact us but when I called we learned that the replacement car was also sold to someone else. They showed us a newer model that was $4K more expensive but the car was dented and dinged and they said they would not fix the damage. I asked the GM what happened and he replied 'I don't know'. It does not get any worse.

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by Maggie on 08/03/2021

Everyone was very helpful and worked with my parents and I while purchasing my first car! Randall did a great job working with us as well as the GM Steve. Even the other people I spoke to were so helpful with information and making sure I was happy with my purchase! My 2018 Tiguan is amazing and I would definitely use Heritage VW in Catonsville again & recommend them to a friend!

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by Daniel MD on 10/21/2019

Struggling to find a Dealership that would work with me do to my current credit status I chose Heritage Volkswagen. I cant say how much I appreciate not only that I was able to get the vehicle I wanted on a great deal but also how great they treated my as a customer big thanks to Heritage Volkswagen and Alain Sy.

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by DE15711 on 07/21/2018

This is a mixed review that started very well, had a very bad sales experience, and was later fixed by Heritage MileOne Management. Based the final outcome, we decided to elevate it from 1 to 3 stars. Coming in for initial test drive went well. No pressure to buy immediately. We used Edmunds to get a dealer quote and Heritage VW quickly responded with calls and texts as did others. Heritage VW negotiated a price for the car and answered our questions concerning incentives including $1000 cash back and 0.9% VW financing incentive. Price was right in line with Edmunds TMV and they confirmed the incentives were in play by text. We really appreciated the no hassle of the text offer at the time. My wife and I came in for a final test drive and to put a deposit on a car based on the negotiated price. Sales staff acted polite and professional and confirmed the price texted in writing. We also mentioned how we were looking forward to the 0.9% finance incentive. The next day we filled out paper work, our credit was deemed excellent and put insurance on car. The big surprise came when we went to the finance manager to sign the finance paper work. It's there where we noticed that we were not getting the 0.9% financing offered by VW and clearly discussed in the text offer, but a very non-competitive 3.9% rate. We were told we would only get the $1000 or finance rate. When we showed him the offer was clearly both advertised on VW page and discussed in the text message, he walked away for some time. He later came back and told us they used a different incentive to arrive at the price and failed to inform us although having multiple opportunities to do so including the initial texts. We considered this deceptive at best given the clarity of the text exchange and discussing our financing expectations several times during the process. They ended up dropping it to 2.9% but still did not honor the original text agreement. The finance manager also made two other major mistakes. The wrong number was inserted into the car loan document initially inflating the car loan by $2300 and was caught by us. He did not have our $500 deposit receipt and wouldn't have given us credit for it if we didn't raise the issue and have our own receipt copy. I'm hoping these were both honest mistakes but would have been costly if we didn't catch them. We sent an email of our dissatisfaction to the dealer GM. He called but really didn't seem sympathetic or offer us anything but a couple of free oil changes for our troubles. The Heritage MileOne Director of Operations and VW Customer Care did respond to our complaints. The Heritage MileOne Director said that they are customer focused, live up to their commitments, and sell cars the right way. He thought that the text offer was clear enough that he had us come back in and resign the contract for the 0.9% financing we were originally promised. Although we initially had a bad sales experience, we were very impressed with the Heritage MileOne customer commitment and satisfactory resolution to our issue. We would not be hesitant to buy from a Heritage MileOne Dealership again based on this final outcome. We were also impressed with VW customer care and their responsiveness to our issues and has kept us positive about Volkswagen. Advice to buyers: Make sure you get the whole deal including financing assumptions in writing and that it is crystal clear to everyone before making a deposit.

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by Tiffanyhall81 on 05/29/2018

Buying a car can be stressful, but my salesman, Josh Oh, made my car buying experience the best. He was thorough during the entire process and his follow through was on point. I appreciate his sales approach. He was never pushy nor made me feel pressured to buy a vehicle. I appreciate his professionalism, knowledge of VW vehicles and his presentation. He is truly an awesome person to conduct business with. The other staff during my visits were very pleasant and never rushed at me when I walked through the doors! It’s was truly a comfortable experience. Thank you!!!

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by VWBuyer on 10/05/2017

To all potential VW buyers you owe it to yourself to call Heritage VW Cantonsville before you execute your next deal . Great sales experience. Special thanks to Scott Staley and Steve, thanks for the "midnight run"!!! Tyronne thanks your attention to details. Finally Thanks to Yancy, great crew!'

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by ByeTDIHelloGTI on 08/26/2017

WOW... just WOW! I needed to replace my car that was totalled. Everyone at Heritage VW was a PLEASURE to deal with - Yancy Cobb, Nick Barnes, Marcos Escobar, and Ronnie. True professionals! They worked to get me the same car at the original price of my first one; they held the car for me with no deposit while I was on vacation; they gave me their personal cell phone numbers and answered whenever I called; they continuously followed up with emails and phone calls to let me know what was going on; and they even delivered the car to me (MD to NYC on a Summer Friday afternoon!). I couldn't ask for more!

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by skdcskdc1 on 05/03/2017

Richie was my salesman. He offered a solid, forthright experience, reserving the car I wanted, working with dealer management and delivering on what was promised. Richie was respectful of my time as I was coming from Washington, DC and kept me apprised of the sales and paperwork process along the way. I recommend this dealer and Richie in particular.

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by Rosebud on 04/29/2017

The 2017 Passat was my dream car and and Ritchie made it possible. Kudos to an awesome team - Ritchie, Sean, Armondo and Tony!

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by jamesarunt on 12/21/2016

I went in not knowing what car to buy. Richie Ramkalawan sat down with me and looked through their inventory until I found the car that I like. He was very easy to work with and answered all of my question through out the process. His excellent customer service is why I was able to buy the car the same day I visited the dealer.

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by dennisaw on 07/22/2016

I just purchased my third car from Russel Volkswagon and, as usual, I received the ultimate in customer service. Armando Graham and Denny Applegarth were outstanding. Searching their website, I found four cars I wanted to check out. They made sure the cars were there for me when I arrived and walked me through the features of each one. I decided on a Passat. I told them exactly what I wanted for a monthly payment and the length of my loan. Armando and Denny worked with me to get the payment I wanted, for the length of the loan I wanted at a great interest rate. I couldn't have been happier. Special kudos to Tony who had the paperwork ready to go and had me out of there in 10 minutes. Customer service is the most important aspect of any business and Russel Volkswagon is the best. Thank you for everything.

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by TreyMotion on 04/13/2016

I had been talking to other dealers in the area for a couple of weeks, then I reached out to Russell VW in Baltimore through this site edmunds.com. Immediately they reached out to me by email and phone. In short, five days later, they delivered to me the vehicle I wanted, in the colors I specified, and at a price I could afford (compared to other so-called "best quotes"). And this was after they went out of their way to bring it in from another state as the color I wanted was unavailable in this area. Thank you, Armando, Richie and Gabriel. You guys are true professionals - keep up the stellar service.

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by Karma86 on 01/30/2016

Thank you to everyone at Russel Volkswagen!! I am now the proud owner of a Jetta 1.8 t sport and I couldn't be more excited. I thought it was totally out of my price range, but they made it affordable for me!! I now have an amazing car at a amazing price!! Car buying is not always easy, but the folks at Russel VW take care of you.

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by aachapin on 01/19/2016

I have been visiting Russel VW for a little over two years now after I met salesman Denny Applegarth. He took me on one of my first test drives ever and was very kind. Denny is a happy-go-lucky guy that is honestly there to help the customer feel comfortable and find the vehicle that fits as well as suits their needs. I was very specific with my requirements for my perfect, certified pre-owned vehicle, and Denny was very helpful throughout the process until I finally found it. Each time I visited the dealership, I felt totally at ease because of Denny and the rest of the staff, which is laid back. I never felt like I was being hassled or pressured in any way, which is a welcomed sense of relief in comparison to other dealerships I have been to. In closing, Denny Applegarth is a wonderful salesman that I trust wholeheartedly and plan to work with again in the future. Thank you Denny and the Russel VW family for helping me purchase my first ever vehicle!

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by DGC_passat on 09/15/2015

My husband and I visited several dealerships over the Labor Day weekend to narrow down the car we wanted. My commute has increased and I knew that I needed to give up my Toyota Prius before it gave up on me, (I loved this car). Anyhow, it came down to another Prius and a Diesel Volkswagon. I have to admit, I was ready to buy the Toyota, but my husband persisted and got me to make one more dealership visit - Russel Volkswagon. He'd spoken with Herb Thomas and Mr Thomas waited for us to arrive, had the car ready and made the whole drive process very easy. We learned that this had been his day off, but that he stayed into the evening to help us get a deal that worked. Although we did not buy that evening, my husband was able to work with the general manager, who was also quite nice, to get us into the car without money down, very low financing and and a check back for our trade-in so we could use those funds to pay down a higher interest rate credit card. I love my new car and was extremely pleased with the friendliness and professionalism of Russel VW.

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by mdp1404 on 08/09/2015

Herb Thomas Jr. was our salesman and we were very impressed with the entire experience with Herb and with Russel VW. Herb was the consummate professional, wonderful to deal with!

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