Heritage Toyota Catonsville - Service Center

We have had terrible customer service at Russel Toyota on Rt. 40. The first time we took our car in for a routine oil change and tire rotation and it took them 2 hours and we had called and made an appointme Rt. 40. The first time we took our car in for a routine oil change and tire rotation and it took them 2 hours and we had called and made an appointment and they told us over the phone it would take no longer than 45 minutes. I was waiting with my newborn daughter and had to check on the car and they told me "they didnt know what happened" when they finally brought it up. The second time we had a leak in the rear hatch of our Highlander. It was covered under warranty. We dropped it off on a Friday to the service department, they diagnosed it and said it had to go to the body shop. They didnt once tell us we could take it to the body shop ourselves. On the following Tuesday I went in to check on what was going on with the car and it was parked out back in the lot, after they told us it would be inside because there was a leak in the car. The service rep, Kelly, told me "oh they pulled it out this morning because its being taken to the body shop" but she had walked in for the day as I was standing there waiting so I'm not sure how she even would know that. She never returned our calls when we called to check on the car either, which is why we went into the dealership to check on it. She told us they had ordered the part and it was being taken over that day (Tuesday). On Friday we called again because we'd heard nothing and she was of course not in for the day. We spoke with Bill and Dora who said it was at the body shop. I went in to speak with them because I was getting frustrated. Dora said to me that it just went to the body shop on Thursday and that they did us a "favor" by taking it to the body shop because normally they have the customer take it. I would've taken it myself if I knew it would take them from Friday-Thursday to take it over there. When I called the body shop they had just gotten the car on Thursday late in the day and ordered the part Friday morning. Clearly the service department knew nothing and was just feeding us what we wanted to hear to get us off their back which was unprofessional and dishonest. The body shop on Caton Avenue was more than helpful and wonderful. I will never take my car back to the Rt. 40 location after this experience and Kelly McGregor was lacking in the customer service area which is ironic since her job is in customer service. Very disappointed and dissatisfied. More

Went there for regular service maintenance, very pleasant experience. Friendly and efficient. They do exactly what is needed, so you don't end up overpaying for work you did not have to have done in the fi experience. Friendly and efficient. They do exactly what is needed, so you don't end up overpaying for work you did not have to have done in the first place. The waiting area is very nice and clean. More

I had service performed on my 2007 Toyota 4 Runner Limited on 5/19/12 and my differential is leaking badly!!!! I have a 3 foot by 1 foot puddle of gear oil in my driveway! All this, on top of having Limited on 5/19/12 and my differential is leaking badly!!!! I have a 3 foot by 1 foot puddle of gear oil in my driveway! All this, on top of having to spend all day (5 hours) waiting for my truck and spending over $600 for services and ultimately missing one day of my vacation to have this issue addressed. I will never trust their service department with my truck again! More

Terry and Robin are excellent representatives for Russel. They are very professional while at the same time taking a personal interest in making sure the customer gets the best service and the best care. Rus They are very professional while at the same time taking a personal interest in making sure the customer gets the best service and the best care. Russel is very fortunate to have them on their team. More

Everything was great since I'm a frequent patron, but the costs have gotten high for just routine maintenance. I uaed to pay no more than $90. Now I pay more than $200 just for MINIMUM service! costs have gotten high for just routine maintenance. I uaed to pay no more than $90. Now I pay more than $200 just for MINIMUM service! More

I have bought two Tundras here, and have had all service done by Russell. I have never been disappointed with their service -- they are fair and friendly, and have made a few Warranty repairs to each vehic done by Russell. I have never been disappointed with their service -- they are fair and friendly, and have made a few Warranty repairs to each vehicle w/o any hassle. Very Pleased with them! More

Great communication. Gave me choices of what to do and what to pass on and didn't press for more expensive service. The car hasn't needed anything except maintenance, but I will bring it back to Russell. what to pass on and didn't press for more expensive service. The car hasn't needed anything except maintenance, but I will bring it back to Russell. More

My family and I have bought over 7 cars from Dave Day. He is honest and extremely friendly. We warmed up to him since the first car we bought back in 1990. I feel confident and trusting when it comes to He is honest and extremely friendly. We warmed up to him since the first car we bought back in 1990. I feel confident and trusting when it comes to David Day servicing or selling a car to us. I have always felt I have gotten the best deal and he is always looking out for me. More

I have been servicing and purchasing cars for myself and my family for years. I have always been treated with respect, not always the case for women in dealerships. Whenever I have had any issues, the empl my family for years. I have always been treated with respect, not always the case for women in dealerships. Whenever I have had any issues, the employees there have gone out pf their way to help. I always feel like family at Russel. More

Recognize that my rating applies to the Caton Ave. facility only and NOT the rt 40 facility. I go to the Caton Ave facility because the service is very good. Sally gives me very prompt attention. I facility only and NOT the rt 40 facility. I go to the Caton Ave facility because the service is very good. Sally gives me very prompt attention. I used to go to the rt 40 rolling rd garage but the service there is absolutely terrible. The last two or three times i went there for my oil change they made me wait 2 to 3 hours (i had made an appointment before going and was on time) On two occasions i found that they had not even taken my car into the garage until i complained about waiting so long. As far as i am concerned, their service was terrible and i felt that they were trying to discourage me having my service done there. I do not plan to go to the rt 40 place again. I find the Caton ave service to be prompt and very friendly. That is why i go there. R. A. Gardenghi More