Heritage Toyota Catonsville - Service Center

Cannot trust this place! Don’t trust the shuttle driver. After pick up, he couldn’t get his GPS to work so he returned to the garage at which point one of the customers (star Don’t trust the shuttle driver. After pick up, he couldn’t get his GPS to work so he returned to the garage at which point one of the customers (started at 3adults, 2 young children), the lone male departeded, seeking other transportation, while myself and the mother had no other options, and a place to be. When backing out again, the vehicles emergency brake system activated when he did not pay attention, almost hitting another customers vehicle. The ride did not get better, he was all over the road, and I encourage the company to pull any video footage if they are smart enough to put it on company shuttles. Then, as I was exiting in the shuttle at my destination, I confirmed with the driver, like I had done with the service advisors in the building before I left, that they would be able to pick me up at 4:50 PM as I had no other means of getting there to pick up my vehicle. And like the two service advisors previous the shuttle driver confirmed this. (there is also a sheet next to the sign-in that says the shuttle service runs until 6 PM) Then when trying to contact the shuttle for my ride and well after I needed to leave, I called, to no response. 4:55pm, still, no one is answering. I texted, no answer. I called the dealerships main line, speak with two people asking about the shuttle, both put me on hold. They came back, still no answers, and I had to disconnect at 5:01pm because I had virtually begged for a ride from somebody who was leaving my office who was now going to be late for their own appointments playing shuttle service. Upon arrival, when I asked what happened to the shuttle, why nobody was answering, and why when I told my service advisor when I would be back, she stated she was going to be there until close, yet, she was gone, I got an answer from one advisor on the phone who leaned back and simply said “she’s gone for the day,” and that was the extent of the explanation I got. 10 minutes go by nobody has approached me like the gentleman on the phone said they would and he got off the phone long before the 10 minute mark. I had to go track down somebody to ring me out so I can go home. At this point, I was told that they needed the service manager because as I just stated, my service advisor was gone, and the shuttle service issues made it so I didn’t want to purchase the service package, which had to be removed now by the service manager. The service manager, who definitely likes her power, immediately started telling me why it’s not their problem with the shuttle, and that the service is just a nice thing that I shouldn’t be reliant on. It’s also not their duty to tell us when they decide that the shuttle person can go home early. Remember, if you purchased their service package, the shuttle service is one of the included benefits. I would be very skeptical on that. We had words about how unprofessional she was and, when I Stated, “if this is how you’re going to treat customers I’m going to go to DARCARS Toyota, (or KOONS Toyota) with both being MUCH closer to home!”, Instead of choosing to fix the issue. She said that was OK with her! I lost it. We had words, I threw the sign in book on the floor because they didn’t need it. I’ll admit my behavior wasn’t something that I want spread around but at least I can admit when I’m wrong. Now, I worked in the car, industry and dealerships have a little secret… they don’t make money on selling cars; they make money on service. So the service manager happily told their main money making option to go somewhere else. I see other people in the reviews stating the same thing. Obviously, this company doesn’t need my service. In fact, they can have a service manager who is more worried about her ego then customer relations or about the monetary impact. Then the fact that I’m going to tell every person I can how bad this auto group is, instead of “just giv[ing] [the customer a] pickle.”* *Car sales should understand that reference. (B. Farrel) More

David Day is ONE OF THEE TOP SALESMAN AT HERITAGE TOYOTA. 25 plus years my husband and I have been a loyal customer also including my family& friends who have purchased vehicles too.CONGRATS TO DAVID DAY KEE 25 plus years my husband and I have been a loyal customer also including my family& friends who have purchased vehicles too.CONGRATS TO DAVID DAY KEEP UP THE EXCELLENT JOB YOU DO. More

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 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. More

I have been coming to this Toyota dealer since 2013. Today I had a different experience. I brought my car in for service to get an oil change and tires rotated, thank you to Marco who squeezed me in . E Today I had a different experience. I brought my car in for service to get an oil change and tires rotated, thank you to Marco who squeezed me in . Everyone at the front was very helpful. The problem came when I walked to the showroom floor. I actually walked the showroom floor and parking lot three times and not one person greeted me or ask if I needed assistance. I noted Mr.Parnell at the water machine nicely dressed and friendly smile I approached him and told him about my experience and immediately he asked me if there was something he could help me with. This is the kind of customer service I remember at this dealership not the stares I inquired when I entered the showroom floor, very disappointing .. More

I made an appointment for an oil change and tire rotation. Was quoted 1.5 to 2 hrs for services to be completed. After 2.5 hrs of waiting in the waiting room I inquired about my car and they had no rotation. Was quoted 1.5 to 2 hrs for services to be completed. After 2.5 hrs of waiting in the waiting room I inquired about my car and they had not even started on it. They had misplaced my paperwork and forgotten about it completely. More

I am a victim of cancer and am receiving daily treatments, and they couldn’t even fix my flat tire until tomorrow. So I went to Pep Boys and no problem. I won’t buy another Toyota. treatments, and they couldn’t even fix my flat tire until tomorrow. So I went to Pep Boys and no problem. I won’t buy another Toyota. More

This is literally one of most terrible dealerships I have ever visited. Service people are very rude and unprofessional. I scheduled an appointment with them to have my oil changed and also replace a headlig ever visited. Service people are very rude and unprofessional. I scheduled an appointment with them to have my oil changed and also replace a headlight. My service advisor told me the service would take 2 hours and I said I was going to wait instead of dropping off my car and spend $40 to uber home and come back to the dealership. The arrogant service advisor told me I had to drop off my vehicle, go home and come back when the service is completed. She insisted I can’t hang in the dealership while my car is being fixed, as if I was going to sit on her head. Not only was the young lady unprofessional, she was also equally rude and arrogant. What actually took me by a big surprise was the fact that the service manager was there when all this drama was unfolding and she didn’t even say anything. I am never going back there and will never recommend them to anybody. More

***Be aware of the shady business practices of Heritage Toyota of Catonsville *** I took my truck in for a SAFETY Recall, to be more specific a spare tire carrier recall. They inspected the car and determi Toyota of Catonsville *** I took my truck in for a SAFETY Recall, to be more specific a spare tire carrier recall. They inspected the car and determined my truck was indeed affected by the recall, so the parts were ordered, and they schedule me to come in when the part arrived. When the dealership received the parts, I drove the truck back to the dealership and the next day they called me and told me the SAFETY recall could be completed. I was told, in order to have the SAFETY recall completed I would have to pay at a minimum $1,700 due to the rust issue under the truck. (KEEP in mind, prior to ordering the parts, they inspected the vehicle and saw the condition of the truck). The Worst part about the entire situation was they cut the cable that was holding the spare tire under the vehicle and placed the spare tire in the bed of the truck. All this was done without my approval. If I was informed that they would be cutting the spare tire cable, I would have told them not to proceed and took my truck home. Instead, I was stuck with a spare tire in the bed of my truck. I ask them to fix their mistake and put the spare tire back where it was, they told me it would cost me a minimum $1,700. In other word, I would have to pay out of my pocket to rectify their mistake. I went back and forth with them for a week, and they stood their ground until I picked up the truck. Two days later, I took the truck to SHEEHY Toyota of Laurel for a second opinion. Again, they inspected the vehicle and determine the truck was affected by the recall, they order the parts and completed the job without any problems and at no extra cost. Now my spare tire is back under the truck, and I can utilize the bed of the truck. Thank YOU, SHEEHY TOYOTA of Laurel! DO YOURSELF A FAVOR DONT WASTE Your TIME AT HERITAGE TOYOTA OF CATONSVILLE. I will never step foot in this dealership again. More