Heritage Volkswagen Catonsville - Service Center

My car was in for 80K maintenance. Jetta was not ready when they told me it would be. They said to come in and get a "loaner". I did, this was my first experience doing this and thought I was in good ha when they told me it would be. They said to come in and get a "loaner". I did, this was my first experience doing this and thought I was in good hands, I trusted my car to them, didn't I? I go in and the receptionist calls someone and he comes in and puts a key on the counter, she tells me it is out there, the silver Jetta. Nothing to sign, nothing, simply handed me the key and said "see ya later". So I drive home and my son looks at the front fender and it was cracked, big time. I said, they must be aware of it becauses they just told me to leave with it. Was I ever wrong!!!! When I returned the car, the blonde woman service manager came stomping in to find me at the cashier and begins yelling, yes yelling, at me "THAT CAR WAS BRAND NEW WHEN YOU TOOK IT OUT OF HERE!!! LOOK AT ALL THE DAMAGE YOU DID!!!" I said the damage was there when I got it. She (still yelling) said no, she drove it the week before me and it was fine. I again said, NO, the car was damaged when I got it. We went back and forth in the parking lot until the stupid woman finally said " I am getting the service records". She marched off in a huff, I was pretty mad myself be accused of being a liar and cheat isn't nice. She comes back, opens the file and (thank goodness) the damage was noted in there before I used it. No apology at all from this mean woman, none, all she did was say "OH, I know who it was now, ...." I didn't give a hoot who did what to this car at this point. Anyway I would never go there just to avoid this woman that seems to hate her job. Oh, on the repair bill, it said they replaced my windsheild wiper, I turned them on, Nope, same old broken one still there. They credited me the 15.00 charge but I still wonder about the things I can't see that they said they repaired. I will never ever go there agian, even with the free oil change coupons, NOPE. More

I have had not one, but over 5 bad experiences with this dealership over the last 4 years. I only kept going back because they continued to fail to fix problems under warranty and often caused new problems dealership over the last 4 years. I only kept going back because they continued to fail to fix problems under warranty and often caused new problems by faulty repairs and the fact I have lifetime free oil changes. I would never return agian however as it isn't worth my time to have them keep creating new problems with faulty repairs and bad customer service. Most recently, after three failed attempts to fix a simple problem, I insisted they give me a loaner car, for which they not only tried to charge me, but then tried to charge me for gasoline despite me providing them a receipt for gas timed and dated just minutes before return of the car for the gas. They called me a liar that I refilled gas even though I brought it back with more than I started with. That was the final straw. Really have nothing positive to say about them. More

We had our Jetta 1.8T in for some warranty work - a leaking driver's side window and a squeaking front suspension. The service advisor promised the car the next day. We came to pick it up and they sa leaking driver's side window and a squeaking front suspension. The service advisor promised the car the next day. We came to pick it up and they said it was finished. I checked the service order and it said "road test - no problem found" except there weren't any additional miles on the car. Strange. We pointed this out and asked to have the car repaired again. This time, we requested a loaner. After a significant amount of haggling, they agreed and kept the car over the weekend and into the next week. They called and said the car was repaired. The window seal was listed as being replaced (under warranty) and appeared to have been. The front suspension squeaked as soon as we sat down. We walked back inside and could not find our advisor. A technician came by and he asked if there was a problem with the car. We explained the situation, took him outside to show him and he agreed it was noisy but nobody in the shop had asked him to look at it. We finally got the service advisor, explained the situation and asked to have the car looked at NOW. She agreed and 15 minutes the car was returned to us with the anti-roll bar bushings lubricated, and no more noise. Russel's service advisors are rude and don't care about customer service. We've had much better luck at Ourisman. More