Heritage Honda Parkville - Service Center

Update to my prior review: I was contacted by Steve Burman, Service Manager, concerning my issues with service on October 27th. Matter was resolved to my complete satisfaction. I'm back with the Heri Burman, Service Manager, concerning my issues with service on October 27th. Matter was resolved to my complete satisfaction. I'm back with the Heritage Honda "family." Look forward to buying a new vehicle from them next year and continuing a relationship with their service center. Well done! More

I just encountered the rudest consumer service ever at Honda Service/Auto Body Dept. today. His name is Mark Sowders. I was a little frustrated about the wait and instead of calmly explaining to me the re Honda Service/Auto Body Dept. today. His name is Mark Sowders. I was a little frustrated about the wait and instead of calmly explaining to me the reason of the long wait, he raised his voice at me in front of a bunch of people, asking me if I want to get my oil change or not, as if he/Honda is doing me a favor. He repeatedly asked me in a raised voice until Tony Mantegna stepped in and calmly explained the process and the reason of the longer than usual wait. As an asian woman, I have had my share of being overcharged by Auto repair shops but never never been embarassed in front of people until today. Mark Sowders is the rudest consumer service ever! I am very thankful for Tony M. stepping in. Unlike Mark, he did a great job. I felt so embarrassed, humiliated, and disrespected by Mark Sowders. He should not be working in the service industry. More

I was stranded in Parkville on my way to New York from Frederick, MD. As I was coming up rt 95 my 2002 Civic started losing power. I pulled off and called Heritage since they were near by. Erin Lober answ Frederick, MD. As I was coming up rt 95 my 2002 Civic started losing power. I pulled off and called Heritage since they were near by. Erin Lober answered the phone at about 4:30pm and gave me directions. She advised me that the service department closed at 5pm. I got there about 5pm.. I explained my predicament and she went to service manager Steve ( I didn't get his last name). Steve found Dave Ernest (tech) and Dave said he would stay and take a look at the car. In about 40 minutes the vehicle was repaired and Erin had me on my way. All three of these wonderful caring professional employees went out of there way to keep me from being stranded. I was treated like family. Thank you, Mark Woods More

Heritage Honda Customer Complaint I am writing this Heritage Honda Customer Complaint I am writing this letter to express my disappointment and concerns with how Heritage Honda treats its customers. Heritage Honda Customer Complaint I am writing this letter to express my disappointment and concerns with how Heritage Honda treats its customers. My Name is Heather and I have been a customer of Heritage Honda for 8 years along with my husband. We have purchased two vehicles from Heritage. These two vehicles along with two additional Honda cars we have owned have had routine maintenance performed at Heritage over the past 8 years. However, I have never been treated with such a lack of respect and professionalism from any company I have ever dealt with then from Heritage Honda on my recent trip for a routine oil change on September 9, 2011. Service advisor Mr. Adam Araujo confronted me upon arrival. I informed Adam that I wanted an oil change and I wanted to use my Heritage Honda Rewards Punch Card for the free oil change that was due. The rules of the oil change punch card are simple. Every time an oil change was paid for, one punch was placed on the card. Once a certain number of oil changes (or punches) were complete, a free oil change was awarded. I asked if this oil change included a multipoint inspection, he said yes. I could sense Adam did not want to honor this free oil change. Adam recorded the VIN and took my key. Adam then inspected the car and started making random claims of additional services my car “required”. He briefly glanced at the tire treads and said I needed a tire rotation because they were pretty worn down. He appeared to be mentally unstable and very confrontational all of a sudden. I mentioned that I was only here for the oil change and multipoint inspection at this time. He said “take your car back to where you bought your tires and have them rotate them.” He also said I needed an alignment. He stated “your car is probably shaking while you’re driving.” Adam became extremely argumentative and I calmly told him it doesn’t shake and steers just fine. This hostility he had toward me was completely unnecessary and unwarranted. We then walked over to his desk. He then accessed my vehicles prior maintenance history at Heritage on their internal database system. He noticed all of the recommend maintenance tasks from my last visit. He mentioned all of the prior tasks that I should have completed. He also stated several maintenance tasks I should have completed due to the amount of miles on my car. I’m fully aware of Honda’s routine maintenance inspections that are recommended. He asked if I had the prior list of recommended tasks completed. I told him my husband takes care of all car maintenance issues. I told him that my husband took the car somewhere to have several items completed, but I didn’t know what tasks my husband had all completed at this time. Adam then asked, “Where did your husband take the car because he didn’t get it done here?” I told him one of the places I know my husband has gone for services in the past. He then said very loudly and rudely “What, aren’t we good enough?” I was surprised by this horrific and unprofessional outburst towards me and probably other Heritage customers. He then stated “I don’t know if I can give you a free oil change.” Then he said, “I don’t know how you even could have gotten this.” All the time acting very harsh and defensive to the point of making me feel extremely uncomfortable with his lack of professionalism. He continued to state that with this particular vehicle I haven’t been at Heritage enough times to earn this. I told him this is due to the fact that my husband and I have earned this punch card free oil change with several other vehicles that we have brought to Heritage over the past 8 years. I told him we recently sold an old vehicle and that I only took that car to Heritage for all general maintenance. He did not want to listen to me and was very argumentative. He said he couldn’t prove this because he didn’t have the VIN of my old vehicle and couldn’t access any records except for my current vehicle. He then said, “If I give you the free oil change, and they don’t think that you earned it, then I will have to pay for it out of my pocket. And I don’t want to pay for your oil change.” He put the paperwork together and told me to sign the bottom of the papers. I then asked, “Will I get a free oil change?” He said, “Well, I don’t know yet.” I told him I was not going to sign the paperwork if I wasn’t getting the free oil change. I told him I will go someplace else otherwise because I spent a lot of money at Heritage on previous oil changes, buying 2 cars there, and I earned the free oil change. He then said he had to talk to his manager. He then left for several minutes while I waited. He came back and stated “you can have your free oil change, but even she doesn’t know how you got it.” Referring to my free oil change. He stated this very aggressively with no respect for me. I told him how upset I was with this issue because of all the previous visits to Heritage for several different vehicles and the fact they were looking at only the current vehicle. With a very agitated and aggressive attitude he then said, “you got your free oil change, you should be happy now.” I told him this wasn’t the point, the point is that I earned this because of all the other vehicles I have brought here and he shouldn’t be going off of one VIN. He then stared at me and didn’t say anything for an extended period of time as if trying to belittle me. I then said, “well, I guess I’ll go wait in the lobby now.” He had no response. While I was waiting in the lobby for my oil change I called my husband to discuss my very unpleasant experience. I wanted to discuss my car’s maintenance history tasked completed and what Adam said needed to be completed. My husband is a mechanical engineer with automotive repair experience. One of items Adam mention was the requirement for a tire rotation and alignment. My husband said our tires had plenty of tread life remaining, and the wear patterns were OK due to a recent tire rotation. He also said there was no need for an alignment since the car steered perfectly straight on lever terrain. This proved Adam was making up unnecessary repairs needed. This was later confirmed by Honda’s technicians on their service paperwork. After about an hour, Adam called my name to pick up my car. He then quickly stated everything looked good. He then mentioned that the tires were in good shape. He put my key on my key ring and that was the end of my horrible Heritage Honda visit. I never thought I would be treated so poorly by anyone or any company. For a representative of Heritage Honda to disrespect and belittle me this way was very disappointing. I have never been treated so poorly before by anyone, ever. I don’t know why Mr. Adam Araujo was so unprofessional. I wonder if he treats all of his customers at Heritage Honda with this lack of professionalism. It concerns me even more that a company like Heritage Honda would hire a person like this. This position is the first encounter a prospective customer has with the service department. This is the “face” of the company for customer service. I would imagine that Heritage would want their best employees to be in this position. Unfortunately this isn’t the case. I have been treated better by the technicians than how Adam treated me. Heritage Honda has done a great disservice in having Adam as the “face” of their service department. I am so displeased with this experience, that my husband and I will no longer take any vehicles to Heritage Honda for service. My husband and I will no longer purchase any vehicles from Heritage Honda either. We have also been alerting friends and family that have gone to Heritage Honda in the past, to go elsewhere due to this experience. A company’s reputation is everything. We will find another automotive repair shop and dealership that pledges to serve its customers with respect and professionalism. We are done dealing with such an unprofessional and disrespectful company. Heather Baltimore, MD More

I brought my new Honda Accord (bought four months ago) to your body shop for repair of a deep 2 inch dent on the side of my passenger door. I was heartbroken when some careless person caused the damage to your body shop for repair of a deep 2 inch dent on the side of my passenger door. I was heartbroken when some careless person caused the damage to my brand new car. Your shop was recommended to me by the Heritage One repair shop located in Towson. I had no idea that the damage could be so completely fixed and the paint matches perfectly. I was thrilled to see the results of your staffs' hard work. The time needed to do the repairs was estimated at 3 days and that is exactly how long it took to complete. I want to let you know that Greg Jones and his staff went out of their way to fix my car perfectly. The business office allowed me to pay for the repair with a credit card while vacationing in Delaware, following my instructions of placing the key in the trunk when they finished. I would highly recommend your shop to anyone and if I have damage done to my car in the future, I will not hesitate to come back again. Amazing work on the part of your staff. I could not be happier with the results. More