Heritage Chrysler Dodge Jeep Ram Owings Mills - Service Center

Scott Rivenbark always goes out of his to make sure I am always fully informed and well taken care of when I bring my cars in for service. He always gives an extra mile. always fully informed and well taken care of when I bring my cars in for service. He always gives an extra mile. More

Scott is the best, got me in and out today. Best service in town. Thank you Best service in town. Thank you More

I am very disappointed with this dealership. I have had nothing but problems with my Jeep since I bought it just only a little over a month ago! It all started the very first night I drove it home when I h nothing but problems with my Jeep since I bought it just only a little over a month ago! It all started the very first night I drove it home when I heard an unusual noise. I was assured two managers would oversee the work. After I had it back for a while I still heard the noise and left a couple voicemails with folks to no avail. I finally left a voicemail with a manager saying there was still a noise. I gave him 3 days to return my call. Since I didn't hear back, I called a very nice gentleman and asked him to leave a message with 2 managers. Again, I did not receive a call from either manager even though one of them did receive the message. Instead the service advisor who originally worked the problem called and he was VERY rude. He said I can bring it back if I want but he was 100% certain there was nothing wrong with it because he looked over everything carefully already and didn't feel the need to bother with it again but he would do it so I could stop by and he would be around somewhere. So I knew there was no sense in bringing it back because he wasn't going to take it seriously. I didn't take his bait and replied calmly "well, if the noise is supposed to be there then at least just tell me what the noise is" He said "I don't think I can do that." This was exactly why I didn't want him to call but a manger to. You don't have the person who worked the problem call because he will be defensive, protective of his work, very biased and nonobjective. I have never been talked to so rudely. I wonder how he would have spoken if I was a man...hmmm... This was also the point at which I realized I wasn't going to get any more support from dealership management. After all the rain this weekend I went out to the Jeep on Aug 22 (just bought it on Jul 21!) and my back seat and floors were SOAKED!! Plus all my medical records, my back brace (which I need both because I'm disabled), several pairs of expensive shoes, my favorite, prized, collector's catalogue, and several personal items were ruined. To add insult to injury, my mom and I planned a rare day out together (she's also disabled), which we were very excited about. I turn the key and push my feet down and all I hear is click, click, click. I thought it was the alternator. Then there were a couple of times where it chugged a little and wanted to start, so I kept trying, then it finally started. But since we had a long drive, I turned it off and on again to make sure it would work. It started the next 3 times. At this point I'm thinking it's the battery, but not sure. Of course, it didn't start several times later in the day, but we did make it home. Forgot to mention, the change oil light kept coming on the whole day too. Did the indicator light need to be reset or was the oil not changed before I got it? Hmmm....I reset the indicator light, so I don't know.. I know inspections don't include checking batteries. So that one is chalked up to Murphy's Law. I also know it doesn't include checking tops, and normally it would be way too time consuming and nearly impossible for dealerships to check all used Jeeps for leaky tops. 1) However, there were hardly any, if any at all, pre-owned Jeeps being sold at 5pm 2) mine was a 2010 so was prone to cracks, rot, tears, some only evident via flushing 3) Jeeps are infamous for leaky tops 4) the velcro on both sides of the top no longer pulled down far enough to stick to its sticky half (which I mentioned and was told not to worry about). Given all that, it could have been checked before sold to me, or even done the next day. It wasn't required, but with what all I said, a nice thing to do. None of these are things I ever expected to happen within a month of purchasing such an expensive vehicle from a reputable dealership. I was excited. Including the lengthy protection plan I added on, I could have bought a brand new vehicle. I'm a little worn down now. I'm a little concerned this will be my very own "Money Pit." A quote: "No one backs their used cars like MileOne Autogroup" More

Fantastic Service! on 8/7/2021 my service advisor, Scott Rivenbark, was on point. Answered all my concerns, listened very carefully and made professional recommendations There was coolant under my 2016 Jee Rivenbark, was on point. Answered all my concerns, listened very carefully and made professional recommendations There was coolant under my 2016 Jeep Cherokee on the garage floor. He advised me to have a total inspection and diagnose the solution. a Getting a call back from Scott he advised me how to proceed. The repair price was quoted and I offered my extended warranty information. Scott handled everything from that point. Contacted the warranty company and I was told my portion to pay. I am so grateful to work with such and professional and knowledgeable service advisor. I am a Heritage Jeep customer for many years since 2009. I will be honored to recommend Heritage to all my friends and family. Keep up the good work! Very satisfied customer, Rupert Jackson More

Ken Glass made my day went he walked in the waiting room and ask me if I wanted a new car. For sure I was gain, and that was history. Thank you Ken for my new Jeep Compass. and ask me if I wanted a new car. For sure I was gain, and that was history. Thank you Ken for my new Jeep Compass. More

Sandly Blair assisted in the resolution of an issue with ECP regarding an interior stain on my seat. The ECP staff did not handle the initial claim as I would of expected.but after the assistance of Mile O ECP regarding an interior stain on my seat. The ECP staff did not handle the initial claim as I would of expected.but after the assistance of Mile One staff all has been resolved. More

My 2015 Dodge Challenger has been a great car, I've owned it for 5 years with no issues, just standard maintenance, 1 set of brake pads, 1 Set of tires, Oil Changes, and one Wheel speed sensor. I scheduled a it for 5 years with no issues, just standard maintenance, 1 set of brake pads, 1 Set of tires, Oil Changes, and one Wheel speed sensor. I scheduled a service visit for recall work of the emissions evaporation system and for a rarely used rear seat belt that won't retract due to stress fractured plastic. Two days before the appointment, my clutch stopped disengaging without warning at a traffic light. the light turned green I went to press the clutch pedal to engage first gear, the pedal was hard as a rock and I could not get the shifter into gear, indicating a mechanical failure. I was able switch the car off, slide the shifter into gear, start it in gear and slowly drive into a parking lot. I had the car towed in to Heritage since I had an appointment and I have a certified pre-owned 7-year/100K warranty on my car which has 6 years/81k in service. I spoke with the service advisor Scott who said they would diagnose the cause and run it by the FCA warranty department to verify it was covered. Scott tells me there will be a diagnostic fee to confirm the root cause. The next day, Scott calls and says FCA denied the warranty coverage because the clutch was not covered. I explained the clutch is fine, it's not slipping and If I can get the car into gear by rev matching it holds just fine. The issue is a mechanical disengagement. Scott provides me the number to FCA customer care. After three calls, and shuffles to different departments, I get the department that covers CPO warranties. The advisor, Robert, tells me Heritage has not contacted them about about my car at all. We discuss the matter and he argues that the clutch is not covered, I argue that the issue is not the clutch it is likely a mechanical failure of the pressure plate or the slave cylinder (their name, not mine). He argues it is not part of the power train. We go round and round with me explaining how the clutch disc is a wear item but the slave cylinder and pressure plate are mechanical non wear items like the fly wheel which is covered. I provide a similar scenario with a brake caliper, Robert agrees it would be covered where as the brake pads are not. Robert agrees the caliper would be covered and says the pressure plate and flywheel are not like brakes though they both compress the wear item transfer power. Robert doesn't budge and tells me to call the dealer back and have them prove which component failed. I call Scott back and Scott says he can't tell me which component failed unless I commit to $3K to replace the clutch. I asked Scott what the diagnostic fee was for if he can't tell me what's actually wrong with my car? I tell Scott, i'm not committing to $3K when the labor on the clutch is 4 Hours ($400-$600 max) and the clutch kit is $607 direct from Mopar, the clutch replacement should be $1000-$1200. I tell them to button up my car and I'll come get it and fix it myself. I ask about the oil change they performed and specifically ask which filter they used, Scott says part # 4884899AC, I inform him that is the incorrect filter and is not correct for the SRT 6.4 engine in my car. I explain I now I have to change the oil filter again because the high pressure oil pump in the SRT 6.4 will bypass the pressure relief valve and pump dirty oil into the motor, the motor requires SRT filter part # 5038041AA. I tell Scott, I don't think I should pay the diagnostic fee when they haven't completed the work, nor should I pay for the waste oil filter. Scott tells me he will have his boss Brent Ivie call me. After two hours, I've lined up my own Mopar clutch kit for $543 shipped direct and my local mechanic to do the job for $650 (he needs to buy a special clutch alignment tool hence the added cost) for less than $1200. I send a tow truck driver over to Heritage to get my car. Heritage refuses to release the car, the tow truck driver has to call me to tell me this, because Scott and Brent are not answering their phones or calling me back. The tow truck driver sits with Brent so I can reach him. Brent tells me I have to pay by a link he will email me to get my car back. I'm not happy and I tell Brent whatever, send the link so the tow truck driver can my car and I can be done with them. Brent hangs up on me and sends the email. I pay the bill by credit card under duress to free my hostage car. The tow truck driver calls me back to let me know he's got the car, while we're talking he's approached by an unidentified heritage employee and leaves the line open, I get to hear the heritage employee trash me to the tow truck driver about how he doesn't know me and says I probably drive terrible (I altered the actual words to comply with community guidelines) and trashed my clutch and now I want to something for free. Not True, check my service record, my first tire set was replaced at the dealership at 45K miles and the service techs said they'd never seen a set of the Scat Pack Challenger stock Eagle RSAs with 45K miles on them. I drive my car very well and don't beat on it, as indicated by my cars service record. What I don't want to do is pay nearly triple the cost for a job to repair a mechanical defect which is documented to have happened before on other challengers and has been covered by FCA warranty. Heritage be advised, I am disputing the charge with my credit card company, I'm not paying for wasted oil change or an incomplete diagnostic service. Customers be advised, FCAs CPO 7/100 warranty isn't worth the paper it was written on and expect to get robbed by Heritage with overpriced service if you attempt to use it. Heritage and FCA be further advised, my car has 81K miles, I had planned to trade in at 100K miles when the warranty ended and purchase a new challenger, I really liked the car. I'm reconsidering that now. Great job, attempt to fleece me for $3K, fleece me for $260 plus two extra towing expenses, and lose your next $40-60K car sale. Nice work. More

This has been my 2nd time visiting (unfortunately) and i have been treated exceptionally for the 2nd time! Kind staff and quick/quality services makes for a happy customer. Cheers, have been treated exceptionally for the 2nd time! Kind staff and quick/quality services makes for a happy customer. Cheers, More

The buying process was horrible but they got it done for what I wanted eventually. Also seemingly unexperienced sales people. But That is okay , the car buying process can be like that . It's the service de what I wanted eventually. Also seemingly unexperienced sales people. But That is okay , the car buying process can be like that . It's the service department for me . They are horrible with no bright side - the advisor I have been dealing with is arrogant , unfriendly , unpleasant and I just really dislike coming there for him alone. The manager was just like him , ever meet someone that thinks they are being nice but it's not the case - that's him - phony !!! It doesn't help they don't get my issues resolved and I have to bring my car numerous time to the one place I hate going because the customer service is so horrible . Today was my final straw . I will just go to a different dodge unfortunately to save myself the aggravation !! Be aware !! More

I was seen on two separate occasion by service advisor Ellery Queen. He is very helpful and pleasant to work with. I would highly recommend. Ellery Queen. He is very helpful and pleasant to work with. I would highly recommend. More