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Customer Reviews of Heritage Toyota Catonsville
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170 reviews
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Mostly Satisfied
by george225 on 03/12/2014updated 06/10/2025Terry I. was very nice to work with. My only complaint was that, after waiting about 2 1/2 hours, I checked with her and found that work on my car had not been started yet. A technician had just found a second problem, and resulted in the… repairs taking the rest of the day. It all worked out OK, however, and your shuttle service was most helpful and quick.Great service
by nhc1 on 04/10/2014updated 06/10/2025Thank you for service and washingService Experience
by Anian2 on 06/05/2014updated 06/10/2025Good Service ExperienceOnly the best! As always!
by lexusgreg on 01/03/2014updated 06/10/2025Everything completed within the time frame promised. And as always, within the quoted amount. Courteous people and consistent performance, that is what you get at Russell Toyota!N.Winborne
by Nwinborne on 10/08/2013updated 06/10/2025This is my 4th Avalon and my third from Russel. I have all of my work done there. The staff is always wonderful. The make recommendations when necessary and make me feel like they care about me and my vehicle. Dora have worked with me for… all of my vehicles. I am pleased with the services. Thank You for always having a very positive experience.Sales
by Yatta on 09/24/2013updated 06/10/2025I was immensely satisfied with Mark A. W. as my Sales Rep. He was patient, understanding w/disability needs and at the end, I was/am ecstatic with my new vehicle accommodations!Dishonest and Untrustworthy
by CLG6695 on 12/15/2013updated 06/10/2025Be very careful if you decide to buy a car here! We agreed on a price. Unfortunately I trusted them and didn't review paperwork carefully enough - my fault! They added over $ 2000.00 to the price of the vehicle. When I caught them I brought… it to the attention of the salesman, Victor. He could care less and his explanation was "the manager did it, you will have to talk to him". The manager, Matt, admitted that he did in fact add to the price of the vehicle, after the salesman told me one price. What they did was take the savings in taxes from my trade ($1900.00) and then added it to the price of the vehicle. His explanation was that if I went to another dealer I would have lost the $ 1900.00 tax savings unless I bought a vehicle from that dealership, so he "decided to add it on to the price" at their dealership because I was going to buy from them anyway. Absurd! I would have easily gone to another Toyota dealership because there a NO other dealerships that would have done this. Lesson learned - review paperwork before signing at this dealership. Its outrageous that they would do something like this but I guess there are a lot of people that unfortunately did what I did and just trusted them and signed the paperwork. The additional $ 420.00 that they charged was for "prepping the vehicle" which they described as "cleaning". Bong, in finance did the financial portion. What I find interesting is that he posted a Google review of how great this dealership is. Any company that needs employees to post reviews to increase ratings is a company that can't be trusted! I ordered two accessories that needed to be delivered to the dealership. The salesman, Victor, and the Finance Manager, Bong, both stated that I could bring my title and second remote/key for my trade to them when they installed my two accessories, since I didn't have them with me at the time of the sale. I appreciated that from them as it saved me a trip back there. Next, I received a call from Walt, another sales manager. He began threatening me because I hadn't bought the title and remote/key back to them yet. I explained what his salesman and finance manager told me but he could have cared less also. He began threatening me and acted like a child. Obviously the employees at this dealership don't communicate between each other. On a side note, when the accessories did come in I dealt with Karen in their service department. She couldn't have been more helpful and pleasant to work with! She apologized for the behavior of the entire sales department. The sales staff need to take a lesson from her in being truthful and treating customers the correct way!Great Service
by mjean1 on 10/02/2013updated 06/10/2025I am always happy with the service at Russel Toyota.5k maintenance
by tomasck on 08/12/2013updated 06/10/2025Got there first thing in the morning. Didn't have to wait long. Everything was great.The best customer service.
by burns2 on 10/17/2013updated 06/10/2025Kelly is the best customer service rep. She explains everything to you and answers all questions. Thanks to KellyThey were dishonest
by tlkerer on 09/04/2013updated 06/10/2025We went in to the dealer looking for a specific model in a specific color. They did not have this color, but they had our 2nd and 3rd choice colors. When we said we weren't ready to buy until we saw our 1st choice color, the sales guy… disappeared for about 10 minutes. He came back with the sales manager who told us that he had checked the "entire region" for the car model in the color we wanted. He said there were NO cars in that model and color anywhere to be found and that we should be ready to settle for our 2nd or 3rd choice colors. Our BS-o-meter went off so we still said no and left the dealership. Upon arriving home, I did a quick Google and found numerous cars in the immediate area in the color we wanted and in the model we wanted. So Russel lied to us to try to get us to buy one of their cars. We wound up buying the car from DarCars Silver Spring. I will not be going back to a Russel dealership.Professional from Start to Finish
by testadirapa on 01/18/2014updated 06/10/2025I appreciate RT's courtesy and professionalism, from when we dropped our car off, to when it was delivered to us later. It instills confidence in us as consumers. Thanks.Oil Change - in and out
by Mazda_bill on 04/30/2014updated 06/10/2025Nothing special, just an oil change. Dropped it off and came back 2 hours later to pick it up. No hassles, just done.Pleasant Experience
by 4Runner98 on 01/14/2014updated 06/10/2025Robin in Service is fantastic. They provided high quality service in a timely manner. The coffee was hot and the facility is comfortable. They made car maintenance a pleasant experience.Good, but waiting time
by MichikoP on 09/25/2013updated 06/10/2025Excellent job, but it's always the waiting time. The place is busy place I know, but .... Otherwise, thanks for the hard work!Russel Toyota
by amarizi3 on 09/25/2013updated 06/10/2025Great service, as always!Thank you
by banann7 on 12/31/2013updated 06/10/2025I had a great experience. Shane S. was very professional and accommodatingAlways Awesome Service ...
by kathleenann2 on 10/10/2013updated 06/10/2025We have always found Russell Toyota in Catonsville to be top notch in both sales and service! Shane was our service rep and he was very helpful and knowledgeable and the car was ready when he said it would be.Excellent consistent service
by mxlsmith on 10/25/2013updated 06/10/2025I had my 4 Runner serviced for years at Russel and because of that excellent service, I purchased my 2013 Avalon from them as well. The folks in service are definitely some of the best I've ever worked with. Good job guys and keep up the… good work!!Not Treated well once the car was purchased.
by d_and_j on 01/28/2014updated 06/10/2025We recently purchased a new Sienna at Russel Toyota in Catonsville and we are not satisfied with our treatment at the dealership. We sent it in to get aftermarket parts installed and the car came back with a small dent. We didn't notice… until after we got the car home, but we called immediately upon noticing it. We were told that their policy is not to fix it if it leaves the lot. The real problem is not the dent. It is that the aftermarket salesperson involved and the general manager were both defensive and rude about the incident. When I called about the dent, the aftermarket salesperson was immediately defensive and accusatory. She said that we were probably lying and later commented that the dent was too small to look into, anyway. She did not investigate with the installers for the aftermarket part or check any cameras before blaming it on us. We complained to management about the treatment and were eventually referred to the general manager of Russel Toyota. The general manager sat me down at his desk and informed me that he only fixes things based on their cost and how good the ratings they receive are. He said that the dent would cost too much to fix. He then proceeded to read my online Toyota purchase survey results in front of me and berate me because they were not good enough reviews. He said that he thought it was my fault, and that it probably wouldn't be fixed. He openly accused me of damaging the vehicle and at one point brought up my children and insulted my family. He did say that he would talk to his manager and call us back, but the call never came. Keep in mind that the original salesperson and the service staff were both nice. But buyer beware, your treatment at this dealership will depend on the reviews you give them. Also, their business practices are definitely not customer focused. You may or may not receive fair treatment depending on if it is profitable to the dealer. You also may be subjected to some fairly insulting interactions. At least the car is nice despite the small dent.recall service
by sienna2004 on 05/15/2014updated 06/10/2025Our 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.
About our dealership
Offering Maryland drivers an extensive selection of new and pre-owned vehicles for sale, Heritage Chrysler Dodge Jeep RAM Parkville is excited to assist you with your vehicle search. With exclusive trade-in incentives, an onsite service center and convenient online purchase options, we’re committed to making your ownership experience exceptional. If you can’t find what you’re looking for in our inventory, please reach out and we’ll be happy to find it for you!