Heritage Toyota Catonsville

DO NOT BUY A VEHICLE FROM RUSSELL TOYOTA!! This dealer is the textbook example of the worst case car buying experience. Called and talked to James at Russell, then went to see a new Tacoma. I liked the truck, so I test drove it. Very bad shake in the front end at around 60 mph. Told James when I got back, and he said that he'd let the service manager know. Now we start the sit and wait games dealers play. I knew what my trade was worth, and was not willing to accept less than that. I told James this the first time he "went to talk to his boss". James comes back with a number a full $2k less than what I was willing to accept. I should have left right then!! Even after telling James what the acceptable trade number was, he still came back under. So after 4 trips to talk to his boss (each no less than 15 minutes)....he comes back with the numbers that work out pretty close to where we wanted. Classic wear you down routine, and just should have got my keys back and left then. Add in another wait... Then there is the usual undercoating, paint sealer, stain resistant treatment...etc sales pitch. Add in another wait... Then the finance guy, who had already added in upcharges. Just the usual low class dealership tactic to get you to pay more. Add in another wait.... James finally got the service manager to take the truck for a drive, and guess what....there was a vibration around 60 mph. So now it's over an hour wait (I'm being generous here) until they can get the tires balanced. Overall almost 5 hours to buy a vehicle. My last vehicle...from beginning to end....less than 2 hours. On the drive home things seemed ok, but after a few days I was able to confirm that the vibration had moved to the 65 - 70 mph range. Not as bad as before, but not right...especially for a new vehicle. I get a call for a survey from Jill, I explain the tires still are not right and she asks me if I'd like her to talk to the service manager to get it squared away. I said that would be great. Not great. Jill disappeared. I sent 4 follow up emails, none of which were answered. I spoke to Chris the GM, seemed like he wanted to help, but still no closer to making the truck right. Long story short, it took over 3 weeks of trying to get someone to do something. Finally I get a manager on the phone, and I tell him I fully regret ever walking into Russell Toyota. Now that I have his attention, I explain the problem to him. He gets me set up with a service appointment, and that I'd be expedited so I could be in and out quickly. Didn't happen. Got to my service appointment, waited over an hour before the tech started with my tires. After a test drive he could not see what was wrong. I went on a drive with him and pointed out when it happened. Tech says new tires are what will cure it. Long story short again, I guess "expedited" means over 4 1/2 hours of waiting around. Now to the kicker. Because I do maintain my vehicles well, I was checking my air pressure in the tires. Right rear has a hiss to it when I take the valve cap off. THE VALVE IN THE STEM WAS LOOSE! I've already driven over 500 miles on these tires, with my family, on vacation.....and I find a loose valve stem. I'm going to follow up with Toyota Corporate. This is the WORST buying and servicing dealership experience I've ever been witness to. We are buying my wife a new car also. Told folks at Russell this, and that it depended on the buying experience if we'd buy the second from them also. It won't be from Russell. Likely it won't be a Toyota. Not after this horrible experience. I'd like to end on that there seem to be some good people at Russell Toyota. However they are far overshadowed by the dealership process, and the majority that don't care about the customer buying / service experience. I will not be going back to Russell for anything. Hopefully Corporate Toyota will be more helpful. If not, I will never buy another one.