Heritage Toyota Catonsville - Service Center

I would like to thank Mr. James for his amazing service. He helped me with retrieving my car from the service area when no one else would help. He saw my frustration with the James for his amazing service. He helped me with retrieving my car from the service area when no one else would help. He saw my frustration with the lack of assistance by all involved and jumped right in. It has taken me a couple of months to write this but he definitely deserves recognition for his excellent customer service, friendly and willingness to help solve a problem that everyone could hear was going on. Thank you again to Mr. James for relieving the stress of the day and just being an all around great man. More

JAY RAQUIDAN from the service center provides excellent customer service with his display of professionalism. I'm a very satisfied customer today. 4/3/25.💪 customer service with his display of professionalism. I'm a very satisfied customer today. 4/3/25.💪 More

Robin Yokum was exceptional in setting my appointment up and servicing my car while I waited. She is knowledgeable, attentive and caring. She is the best! and servicing my car while I waited. She is knowledgeable, attentive and caring. She is the best! More

Excellent service. Britt is phenomenal. Would recommend Heritage to all. There is a typo on your invoice. It reads Customer Realtions Manager. Britt is phenomenal. Would recommend Heritage to all. There is a typo on your invoice. It reads Customer Realtions Manager. More

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Extremely poor experience with Heritage Toyota Catonsville. Brought my Tacoma Truck in for routine oil change and tire rotation which has 18,500 miles and was recommended for $1000 to have front Catonsville. Brought my Tacoma Truck in for routine oil change and tire rotation which has 18,500 miles and was recommended for $1000 to have front & rear brakes replaced. Discussed my concerns with Ali who recommended to bring back and we'll take a look along with service manage. Which I did and the technician simply showed that brakes are not needed (service manage was not involved in the review). The issue being the recommendation for new brakes ($1000) was totally ignored. More

I purchased a 2024 Prius Prime in February 2024 and had a recall notice which warned that the rear passenger door could possibly open while the car was in motion. I made an appointment for service and brough recall notice which warned that the rear passenger door could possibly open while the car was in motion. I made an appointment for service and brought my car in early this morning and was told the parts were there and I would have my car by COB. However, I received a call @ 4:30 and was told the work was never started and could I bring it in another day. I was absolutely in disbelief! WORST CUSTOMER SERVICE EVER!!!! I will travel to another dealership from now on! More

I came on Monday (Sept 30th) to make an extra key (My car is a 2017 Toyota RAV4). Then I went and spoke to Service Advisor Marcos Olivero. He gives me and appointment for Tuesday (Oct 1st) at 11 am. I take is a 2017 Toyota RAV4). Then I went and spoke to Service Advisor Marcos Olivero. He gives me and appointment for Tuesday (Oct 1st) at 11 am. I take a half day from my work place and take my car on Tuesday as scheduled at 11 am. I wait in the waiting area till 2.45 (almost 4 hours) and then Mr. Olivero says he can not fix it so that I have to bring it back the following day which is Wednesday the October 2nd. He scheduled me for 8 am and said he will be there by 8 am . So I bring my car at 8 am and then to find out that he has not arrived. I go to the front desk and the other officer tells me to wait. I wait till 8.30 am and Mr. Olivero is still not there. So another officer calls me to the front desk and says soon Olivero comes, he will take care of it. Mr. Olivero comes around 9 am and then he says I can take the shuttle to go home and then he will call me when its done, he also agrees to give me a pick up ride. I come home and by 2 pm I haven't heard from him. So I called the dealership and his number . Every time I call , it goes to a voicemail. So I leave a detailed message nobody returns my call. After 3 pm I call again , same thing it goes a voice mail and again I leave a voice message and nobody returns my call. Around 5 pm I get very worried because nobody called me to tell the status and I do not have my car yet. I call the front office and the lady who picked up the phone says I should call the service, but then I pleaded asking her not to hangup the call , and requested whether she can pass my message to Mr. Olivero. She says Ok she will pass the message to him. Then even by 6.15 pm nobody calls me to give a status of my car. That s when I called my friend and asked him to give me a ride to the Toyota Dealership and by 6.40 sh I am at the Toyota Dealership. Olivero is gone for the day. There is another Service Advisor and then I tell my story to him. He pulls up my car details on his computer and told me the technicians are gone for the day. Nothing is done according to what he see in the computer system. I told him, I need my car. I got to go to work on Thursday. I already took a day off on Wednesday. I pleaded him to hand over my keys so I can take my car home. At that point I was thinking , that my car was at the dealership since 8 am(one whole day) and then if that was not taken care by the service staff, they do not care the pain and the stress that customers have to go through. The new Service advisor said he can not find my keys and asked me to come on Thursday morning. I go back home and thinking, how irresponsible can someone can be ? Mr.Olivero goes home not even bothered to call me and let me know that the car was not fixed. I waste my time and money going to the dealership and return back home . This morning I take a UBER I had to pay $25 and reach the dealership around 7.15 am. I wait there till 7.30 am and soon it opened at 7.30 am I went to the front desk. Mr. Olivero is not there but there was another gentlemen who tried to help me. He was trying his best to find my key and still my key not to be found. I wait till 8.30 am Olivero still not at his desk. Nobody knows where my car keys. All I wanted at that time was to take my car keys and report to my work. I spend another hour and half and around 9 am Olivero shows up. He is least bothered for the pain I have been going through. Then at that time the technician who worked on my car showed up, he nicely explained what happened and he was shocked to hear that the Service Advisor did not call me on Wednesday giving me an update. I thanked the technician who worked on my car. I apologize for my words but the best way I can describe Mr. Marcos Olivero is nothing but xxxxxxxx. Its a disgrace that Toyota employs such inhuman irresponsible people like Marcos Olivero. Olivero has no empathy. I will never ever visit the Heritage Toyota Dealership at Catonsville. I will spread the word among all More

Great dealership. Amazing customer service definitely recommend it to anyone looking in to buying a new Toyota Amazing customer service definitely recommend it to anyone looking in to buying a new Toyota More