Customer Reviews of Heritage Toyota Catonsville
Consistently Terrible Service
byon 01/09/2024
The service center here is absolute trash. My wife has gotten service plans snuck onto her bill for oil changes twice in the last year. This never happens when I go to pay. I went in this evening to cancel it the same day and now I have to chase down Toyota Financial Services to fix them ripping us off. We've put up with them being awful for the last several years since they are near our house but I'd rather drive literally anywhere than set foot in this business ever again. We bought a Rav4 from here as well and that experience wasn't good either with them quoting us a lower rate than our credit union and then baiting and switching the rate wasting hours of our time. Shame on us for continuing to go here out of convenience. It won't happen ever again.
- Recommend this dealer? No
Buy here; service elsewhere
byon 01/02/2024
I have never seen nor heard a bad word about the sales department. I’ve never bought anything so they might be the best. What I do know is the service department and they are horrible. So my recommendation is to read everything here. Read all the negative reviews on the service department because a lot of positive reviews to give a four-star rating on Google or only to do with the sales department. The problem is your car will eventually break down, or you simply need somebody to do the service because you don’t have the time or the skills. Which ever it is eventually you will need the service department and that’s what they’re hoping. They want you to bring it back to them instead of going to a different spot that’s the reason they’re going to call you nonstop when they think your service times are , but that’s about the only kind of urgent communication you’re going to get. Once you’ve bought the car, this dealership doesn’t give a flying FuFu. They will never contact you again when it’s urgent or necessary such as: “hey, we know we said we would pick you up and your only source of transportation is with us, but we decided to let the guy go home early, not tell you and when you complain about it, tell you that it’s your fault you didn’t have a back up plan.” Many other websites, sales department, five stars, service department, if you can find one with a rating, one star. Take this as a sign, buy from here. Do service ANYWHERE else.
- Recommend this dealer? No
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? Yes
- Did the dealership provide you with an accurate quote of the work to be performed? No
- Do you feel the price paid for service(s) was fair and appropriate? No
- Did the dealer honor all commitments made? No
Do not use this dealership for service!
byon 08/07/2023
DO NOT BRING YOUR VEHICLE TO THIS DEALERSHIP! I was a very loyal customer at this dealership - since it was Russel Toyota. I bought three Toyota vehicles there and always took the vehicles back to them for service. Since it was bought by Heritage Toyota, service has dramatically worsened. Even though you make an appointment, you are still waiting 2 hours for your car to even be taken back to the bay. (Not everyone has the luxury of being able to drop off the car.) They ALWAYS try to oversell you on services that you don't need. So you go in for an oil change, which is overpriced compared to other places but you have been a loyal customer, and they give you a list of thousands of dollars worth of other services that you may or may not need. On a relatively minor note, the car wash is broken at least 50% of the time, so you rarely get your "free car wash". In the past, I took my car in for an oil change and shortly after, I had a new problem that didn't exist before. We went around and around about what caused the problem; they refused to take responsibility for any role in this new problem, referring me to a "bulletin" that described the problem. They were able to fix it and eventually did not charge me for the labor, but it was still a very expensive fix for something that was not broken before I took it in for service. Ok, so I thought I would give them another chance. This past weekend was the final straw. I brought my car in (with an appointment) to replace a part that had fallen off. The first service rep (not the one that I was assigned when I made the appointment) said I needed "an engine diagnostic". Not sure why, but I reluctantly agreed since she said it would be around the same price anyway. She said it would take 1-1/2 to 2 hours. (Really? To reattach a part that I still had when I had an appointment?) About 20 minutes later, the service representative that actually assigned to me called me up and asked again what the issue was. I asked that it be taken care of in a timely manner since I had an appointment. Fortunately she called me back up about 20 minutes later and said my car was done. Yay for that! I was very pleased. She said they did not do an "engine diagnostic", since I just needed a part reattached. I was given no listing of things that needed attention on the car (like I always get when I bring it in for an oil change). However, they charged me $165.35 for "diagn. engine", so the total bill came to over $200 - to reattach a part that I still had! In addition to the "diagn. engine" charge, there were a variety of other charges for parts along with a charge for "Hazardous waste removal" (there was NO hazardous waste) and "Shop materials" (apparently for things like "the lift" and other tools they use). When I called the service manager Monday morning to question the charges and to explain that I had no "diagn. engine", he explained that the "diag. engine" charge was actually for labor and that they charge a minimum of one hour of labor. He also had ready answers for all the other charges. This was an absolute rip-off! I told him that he lost a very loyal customer and that I would be posting a bad review. He gave the standard lines but would not budge.
- Recommend this dealer? No
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? Yes
- Did the dealership provide you with an accurate quote of the work to be performed? No
- Do you feel the price paid for service(s) was fair and appropriate? No
- Did the dealer honor all commitments made? Yes
1 Comments
POOR CUSTOMER SERVICE AT HERITAGE TOYOTA IN CATONSVILLE MARYLAND
byon 05/31/2023
Received VERRY POOR customer service in the Service Center of Heritage Toyota in Catonsville. On Friday, May 26, 2023, I dropped my vehicle off at the Heritage Toyota Service Center at my appointment time of 12 noon. Never received any telephone calls from Justin, my service advisor. So I reached out to him at 3:30 P.M., at which time he said that my vehicle would be ready before 7:00 P.M., at closing. By 6:45 P.M., when I had not heard from Justin, I arrived at the Heritage Toyota Center only to find out that my vehicle had not been touched. I was also informed by Justin’s supervisor, that he had planned to keep my vehicle overnight without informing me. I canceled the service at Heritage Toyota and scheduled my oil change at Stafford Brown Toyota in Glen Burnie, where good customer service is always practiced.
- Recommend this dealer? No
- Were you satisfied with the quality of work performed on your vehicle? No
- Did the dealership complete the work within the timeframe promised? No
- Did the dealership provide you with an accurate quote of the work to be performed? No
- Do you feel the price paid for service(s) was fair and appropriate? No
- Did the dealer honor all commitments made? No
1 Comments
Don't believe what you are told, verify.
byon 09/13/2016
Since Heritage has purchased this dealership I have had extreme difficulty scheduling and despite calling 4 times and leaving messages cannot get a call back from my service representative. I have had 3 different occasions now that work was not completed correctly and I needed to take the car back for follow up service. The oil filter was not tightened, they did not lift the hatch to do paint protection, they did not complete all recommended routine service and the "maintenance required" message came on within a few hundred miles. I loved my initial experience but I can no longer recommend this dealership.
- Recommend this dealer? No
- Were you satisfied with the quality of work performed on your vehicle? No
- Did the dealership complete the work within the timeframe promised? Yes
- Did the dealership provide you with an accurate quote of the work to be performed? Yes
- Do you feel the price paid for service(s) was fair and appropriate? No
- Did the dealer honor all commitments made? No
Worst Service
byon 06/24/2015
This review is for the SERVICE DEPARTMENT. I have been here twice and terribly disappointed both times. Worst service experience so far from Toyota. They may give you nice ambient waiting area but rip off customers by promising the things they never do. It took them 4 hours to change oil after promising me to get it done in 1.5 hours. Promised me to top off Coolant fluid but never addressed it. Even after sending email to the Service Director, Ron Filling there was no response. I will not be returning to this dealer. Worst service experience.
- Recommend this dealer? No
- Were you satisfied with the quality of work performed on your vehicle? No
- Did the dealership complete the work within the timeframe promised? No
- Did the dealership provide you with an accurate quote of the work to be performed? Yes
- Do you feel the price paid for service(s) was fair and appropriate? No
- Did the dealer honor all commitments made? No
1 Comments
Meya is awesome
byon 05/23/2015
I have had my 2010 Highlander serviced here almost completely with the exception of a company I will not name that has done some service on my car. You really do get what you pay for. I went in today thinking that I had my headlight replaced not more than a year ago. Meya and Ryan pulled all my service records with them within the last year (this is just one of the reasons I come back for service) and cleared my misunderstanding up. After an oil change and headlight replacement was done, and I must say rather quickly for having an appointment for 3:30 on a Friday, which was made only about 3 hours before, I was surprised at the cost upon getting my work order and receipt. There was a big discount. I paid less than what I was expecting. Plus they washed my car and it gleamed. Thank you Russel Toyota and all the service people today, you too Meya.. Thank you for such courteous, professional, good customer service.
- Recommend this dealer? Yes
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? Yes
- Did the dealership provide you with an accurate quote of the work to be performed? Yes
- Do you feel the price paid for service(s) was fair and appropriate? Yes
- Did the dealer honor all commitments made? Yes
1 Comments
Very Pleased
byon 03/12/2015
I was very pleased with the services rendered to my vehicle. The customer service was extremely great and Eric did a great job with making sure my car was good for the road and my pockets were not left empty. I will definitely use this facility in the future for any additional work on my car! Thanks Eric!!!! #MathTeacher
- Recommend this dealer? Yes
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? Yes
- Did the dealership provide you with an accurate quote of the work to be performed? Yes
- Do you feel the price paid for service(s) was fair and appropriate? Yes
- Did the dealer honor all commitments made? Yes
1 Comments
Have been going to russel Toyota for 20 years
byon 01/21/2015
I first brought a car I bought elsewhere and found the service great. So when I bought a new car I ought from Russel toyota. I take my car in as recommended and the Russel folks keep me informed as to what I need to do. (On top of that I can walk there!)
- Recommend this dealer? Yes
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? Yes
- Did the dealership provide you with an accurate quote of the work to be performed? Yes
- Do you feel the price paid for service(s) was fair and appropriate? Yes
- Did the dealer honor all commitments made? Yes
1 Comments
Service Experience
byon 06/05/2014
Good Service Experience
- Recommend this dealer? Yes
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? Yes
- Did the dealership provide you with an accurate quote of the work to be performed? Yes
- Do you feel the price paid for service(s) was fair and appropriate? Yes
- Did the dealer honor all commitments made? Yes
service was great
byon 05/29/2014
Dora N was a very professional service person and we had a great understanding of what was done to the vehicle. also was explained to us what caused the problem. thank you for a job well done
- Recommend this dealer? Yes
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? Yes
- Did the dealership provide you with an accurate quote of the work to be performed? Yes
- Do you feel the price paid for service(s) was fair and appropriate? Yes
- Did the dealer honor all commitments made? Yes
Great Service
byon 05/22/2014
I'm always happy with the quality of service that I get at Russel. All of the service writers (Robin Y, Terry I, Tony G, Chuck M, Dora N, Ryan M & Meya S) that I have dealt with over the years are always friendly, attentive and knowledgeable. They truly have made me feel like family and it is always pleasant to see their smiling faces when I walk through the service door.
- Recommend this dealer? Yes
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? No
- Did the dealership provide you with an accurate quote of the work to be performed? Yes
- Do you feel the price paid for service(s) was fair and appropriate? Yes
- Did the dealer honor all commitments made? Yes
recall service
byon 05/15/2014
Our van was in for a recall. We were not charged. Service personnel we very nice and efficient. We were told service would take 2 to 3 hours, but it took longer. It was suggested that I take the shuttle which was the best idea.
- Recommend this dealer? Yes
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? No
- Did the dealership provide you with an accurate quote of the work to be performed? Yes
- Do you feel the price paid for service(s) was fair and appropriate? Yes
- Did the dealer honor all commitments made? Not Applicable
Russel Toyota - Service Excellence
byon 05/09/2014
I have been using Russel Toyota service for almost 10 years and have received excellent service all the time. This is from the time I drop my car off, to when I need a loaner or when I wait in their lounge, through to getting my car after the work is completed.
- Recommend this dealer? Yes
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? Yes
- Did the dealership provide you with an accurate quote of the work to be performed? Yes
- Do you feel the price paid for service(s) was fair and appropriate? Yes
- Did the dealer honor all commitments made? Yes
Routine Maintenance, 2004 Toyota Highlander
byon 05/05/2014
Service done as promised. Service adviser Dora N very professional, provided guidance on upcoming maintenance items.
- Recommend this dealer? Yes
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? Yes
- Did the dealership provide you with an accurate quote of the work to be performed? Yes
- Do you feel the price paid for service(s) was fair and appropriate? Yes
- Did the dealer honor all commitments made? Yes
Exceptional Service
byon 05/01/2014
Recently, had to have major repair work done to my 2008 Camry. I was assisted by Ms. T. I, Assistant Service Manager, and AJ, Service Technician. They were patient in explaining the repairs needed, attentive, courteous, and professional throughout the entire repair processes. Their stellar service was matched by the young lady who greeted me in the service drive-in lane every time that I drove my car in for service. Thank you for having these extraordinary individuals serving customers.
- Recommend this dealer? Yes
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? Yes
- Did the dealership provide you with an accurate quote of the work to be performed? Yes
- Do you feel the price paid for service(s) was fair and appropriate? Yes
- Did the dealer honor all commitments made? Yes
Oil Change - in and out
byon 04/30/2014
Nothing special, just an oil change. Dropped it off and came back 2 hours later to pick it up. No hassles, just done.
- Recommend this dealer? Yes
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? Yes
- Did the dealership provide you with an accurate quote of the work to be performed? Yes
- Do you feel the price paid for service(s) was fair and appropriate? Yes
- Did the dealer honor all commitments made? Yes
Great service
byon 04/10/2014
Thank you for service and washing
- Recommend this dealer? Yes
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? Yes
- Did the dealership provide you with an accurate quote of the work to be performed? Yes
- Do you feel the price paid for service(s) was fair and appropriate? Yes
- Did the dealer honor all commitments made? Yes
Great job!
byon 04/06/2014
My service was routine as my 2013 Highlander has been trouble-free. Everything was done well and on time.
- Recommend this dealer? Yes
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? Yes
- Did the dealership provide you with an accurate quote of the work to be performed? Yes
- Do you feel the price paid for service(s) was fair and appropriate? Yes
- Did the dealer honor all commitments made? Yes
somewhat dissatisfied
byon 03/28/2014
left my car Tuesday @ 4pm....called @ 1pm Wednesday for update....received call back @ 3:30 with work needed to be done....advised to pick-up @ 5:45...didn't get car till 6:20.....certainly didn't expect it to take that long.....service advisor does not have enough time to give undivided attention to customer....pretty sad the way service is handled
- Recommend this dealer? No
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? Yes
- Did the dealership provide you with an accurate quote of the work to be performed? Yes
- Do you feel the price paid for service(s) was fair and appropriate? Yes
- Did the dealer honor all commitments made? Yes
Dealership dedication
byon 03/27/2014
My service guy was Brandon very nice person , he was not feeling well that day but was still up beat to help me with my RAV 4. I was there from 8:00 til 11:30 and he promised it woul;d be done by 11:30 and it was on the nose. I came in thinking I had one recall on my truck but he notified me of the second and had the guys take care of it so I would not have to make another trip back. He is always helpful and a great part of your team. Every time I come in I try to get him to get my service started.
- Recommend this dealer? Yes
- Were you satisfied with the quality of work performed on your vehicle? Yes
- Did the dealership complete the work within the timeframe promised? Yes
- Did the dealership provide you with an accurate quote of the work to be performed? Yes
- Do you feel the price paid for service(s) was fair and appropriate? Yes
- Did the dealer honor all commitments made? Not Applicable
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1 Comments