Heritage Volkswagen Catonsville - Service Center

Andrew Kolbe is the Epitome of Customer Service This review is long overdue regarding my experience with Service Manager Andrew Kolbe. I was in a car accident and was going through a nightmare o This review is long overdue regarding my experience with Service Manager Andrew Kolbe. I was in a car accident and was going through a nightmare of a time with the insurance company and the service shop they sent my vehicle to. As the process escalated, I reached out to Heritage Volkswagen Catonsville and met Andrew. From the moment I met him, he made the situation so much better. I was being put through complete xxxx after my accident, and Andrew came in and immediately provided me with the knowledge, support and consistency that I desperately needed. Andrew took the time to explain the technical details of my issue to me, as many times as I needed and provide recommendations on my way forward. I interacted with him multiple times over a few weeks and every single time, he was consistently the same, amazingly awesome. His communication and attitude throughout the entire process was empathetic, patient, kind and caring. There were times I was literally in tears as we discussed my situation, and each time Andrew took the time to listen, explain and eventually do what he could to make everything better. My thoughts throughout the interaction with Andrew and still today are that he is the epitome of what a manager should be and how customer service should be provided. I feel like the magnitude of what he offers and the resulting experience is difficult to place into words. Empathy and emotional intelligence are vital in customer service, and difficult to teach. Andrew is clearly naturally strong in not only his area of expertise, but these too important areas as well. If there is an award or recognition that is available to recognize the ideal manager, one who’s behavior is that which customer service training should be modeled after, Andrew most certainly deserves this. There is a saying, people may forget what you said, but they will never forget how you made them feel. In the case of Andrew, I was left with a wonderful feeling, that of having someone who genuinely cares about their customers. Andrew, thank you a million times!!! More

Excellent Service I usually hate going to a dealership for service. Usually long waits and inconvenient appointment times. However, I have found Heritage VW Catonsvil I usually hate going to a dealership for service. Usually long waits and inconvenient appointment times. However, I have found Heritage VW Catonsville, to be far from that norm. They are open on Saturday’s for service which is awesome. This definitely helps when you work all week long. They welcome you, vacuum your car, and make everything go smoothly. I have had the pleasure to have Michelle R. as my service advisor. She is great. She takes the time to explain all the work that will be done, how much it is, and will provide updates while you are waiting for your cars return. She is an asset to the dealership’s service department. Everyone I interact with there seems to have a desire to make sure you are having a good experience at the dealership. The technicians that return your car when it is done, the manager, everybody’s is great when I visit. Thank you. More

Beetle oil change I've been bringing my Beetle to Heritage, formerly Russell VW, for 16 years. They have helped me maintain my car and keep it on the road. I appreciat I've been bringing my Beetle to Heritage, formerly Russell VW, for 16 years. They have helped me maintain my car and keep it on the road. I appreciate their care. More

Service She is best professional (Michelle Ramsey). I will always recommend her! I always have a great experience when I bring my car in for service. She is best professional (Michelle Ramsey). I will always recommend her! I always have a great experience when I bring my car in for service. More

Oil change and dash board reset! My Service associate was very helpful and knowledgeable. She advised me on all the things needed attention, and the cost plus labor if should choose t My Service associate was very helpful and knowledgeable. She advised me on all the things needed attention, and the cost plus labor if should choose to get the work done at Heritage Volkswagen Catonsville. I will continue doing business here at Heritage Volkswagen Catonsville. More

Service call Had several items which needed fixing on my 2012 Passat...including airbag, horn, check engine, etc.. The dealer diagnosed issues, and importantly ch Had several items which needed fixing on my 2012 Passat...including airbag, horn, check engine, etc.. The dealer diagnosed issues, and importantly checked recall and extended warranty. They found that several items were covered. The work was done quickly and professionally. I especially wanted to say 'Thank You' to my service manager..she did a great job keeping me informed and with followup... More

10,000 mile check The staff was great the length of wait time great overall experience was pleasurable the break room waiting room is very efficient not sure of the s The staff was great the length of wait time great overall experience was pleasurable the break room waiting room is very efficient not sure of the staff that helped so I checked all because everyone was so friendly and helpful even to lending a pen. More

Sensor notification Michelle has now helped me twice when I brought my car in to be looked at. She is very friendly and always keeps me updated on what’s happening with m Michelle has now helped me twice when I brought my car in to be looked at. She is very friendly and always keeps me updated on what’s happening with my car. She made sure they checked over everything and topped it all off. As a young girl it’s intimidating taking my car into a shop but Michelle makes it easy! I would highly recommend! More

Helpful, accommodating Michelle Ramsey was helpful, accommodating, and responsive. Very quick response coming out to my car on arrival. She was thorough and friendly! Tha Michelle Ramsey was helpful, accommodating, and responsive. Very quick response coming out to my car on arrival. She was thorough and friendly! Thank you for a great experience More

Samantha was very professional and was able to answer my wmquearions about my service warranty. I appreciate her assistance. I will be back! Additionally, t was very professional and was able to answer my wmquearions about my service warranty. I appreciate her assistance. I will be back! Additionally, there was another young lady who checked me out (cant remember her name) but she was very professional while she was the only person available dueing lunch time to check me out. Kudos to you both!!! More