Heritage Subaru Catonsville - Service Center

One of my worst service experiences Let me start with this. The only reason they got 2 stars is because they actually made an effort to fix my concerns. My story begins before my vaca Let me start with this. The only reason they got 2 stars is because they actually made an effort to fix my concerns. My story begins before my vacation. I have a nagging check engine light and an airbag recall to take care of. I figured, why not let the dealer handle both repairs. They handle the airbag recall that day and inform me that the code is for failed catalytic converter. They also want to replace my plugs since the car has 115k and they will be worn soon. They won't have the parts in until after my trip, the quoted cost over the phone is $1400 parts and labor. Cool On my trip I notice that my dash is scratched, cut and gouged around the edges, as if pried off. Upon returning I bring my car back in for the service. They replace the converter and the plugs, but also replace all the plug wires saying it was a necessary part of replacing the plugs. I'm now informed my car is ready. I call for a courtesy pickup at 4pm. They don't arrive to pick me up until after 520. Upon reaching the dealer at 530, everyone but the cashier is gone. The bill has now risen from a quoted $1400 to nearly $1900 without my consent. Not only this, but there is a $30 charge for the recall included. There's nobody for me to argue with. I need my car back immediately. I have no choice but to pay the full $1900 and call back to argue the charges later. After 2 phone calls, one with the manager, Heritage agrees to reduce the charge to the agreed on $1400. I tell them about the dash damage and they agree to repair it for free. I drop my car off for this, they give me a loaner. I ask them to identify an overheating issue while they have my car for the dash reapir, I should know better by now. I'm told the car is ready, so I arrive to pick it up. I'm told they ordered the wrong parts and it'll be 2 more days. They also inform me that my overheating is due to radiator fan failure. They want $1200 for the fix when I can buy the parts for $100 and complete the fix in a half hour. Turns out they added in random hoses, unrelated gaskets and a dome light. 2 days later I pick up the car and inform them I won't take the reapir from them. I won't be back More

LeJuan Robinson is wonderful LeJuan listened attentively and noted each of my concerns with my Subaru Outback for the mechanic to look at. She gave me an accurate window of time LeJuan listened attentively and noted each of my concerns with my Subaru Outback for the mechanic to look at. She gave me an accurate window of time for the software update and regular vehicle maintenance to be completed and also had my car vaccumed. I greatly enjoyed working with her. More

Highly overpriced I visited for an oil change at 50,968 miles and left with recommendations for rear brakes $495, front/rear diff fluid $189, brake fluid $169, and a re I visited for an oil change at 50,968 miles and left with recommendations for rear brakes $495, front/rear diff fluid $189, brake fluid $169, and a recommendation for my 60K service (they accidentally recorded my miles as 56,968). I was told “my brake fluid is really dirty” and it was advised I just proceed with my 60K service ($881) because I was close enough to 60K. My mechanic who is Subaru certified looked at my car immediately after and said I had greater than 50% life left on my rear brakes (told I was less than 3mm and needed immediate changing) and that I barely had tred left on all four tires, all of which needed replacing. Subaru notes my tires to all be 6/32 or greater. I initially thought I was gaven the service report on someone else’s vehicle. Overall, if you find a mechanic you trust, parts and labor will be much less than dealer cost and I would recommend not using the dealer. My service advisor was very patient, kind, and professional regarding all of my questions on date of service and via phone conversation later. Customer service and my service coordinator Lejuan, 10/10 always. More

Can't even do an oil change correctly HIGHLIGHT:Went for an oil change and the splash shield was not fastened correctly. Well it's destroyed now and a replacement is $83. Thanks! Servic HIGHLIGHT:Went for an oil change and the splash shield was not fastened correctly. Well it's destroyed now and a replacement is $83. Thanks! Service Specialist Lejuan Robinson was great no complaints in that department. Also the waiting area was very hot and messy. More

outstanding customer service my mom went and got her car looked at here on friday. being old, and some what forgetful, she left a bag with her cell phone in the rental car they ga my mom went and got her car looked at here on friday. being old, and some what forgetful, she left a bag with her cell phone in the rental car they gave her. she asked me to call the place and ask them to look for it. so i did, i left a message with lajuan robinson explanining what had happened. she was very nice and understanding but said if my mom couldnt get there today, she wouldnt be able to come back in until Tuesday. So i explained that i live in PA and that my mother would just have to wait. Lajuan (i think im destroying her name) very kindly offered to personally take my mother's belongings to her house after she got off work. I didnt believe it at first. Not even two hours later my mom calls me telling me everything was returned safe and sound. After the fact that even after telling my mother she was coming, sge was not home to recieve her belongings. Lajuan left them with her neighbor. I have never in my life had anyone ever do this for me or my mother before. I cannot thank this woman enough for this. Writing this review is the very least i can do. I really hope someone sees this and aknowledges the fact that she is one in a million. A priceless asset to the company with a very big heart. More

Great Service Very positive experience on car service. I was given a nice loaner car, and as I lived a distance from this dealership I picked my car up the next day Very positive experience on car service. I was given a nice loaner car, and as I lived a distance from this dealership I picked my car up the next day. The price was higher than my quote, and when I said I would pay what I was quoted but not above, they were ok with that. I accidentally left my phone in the loaner car and did not realize it until I got home. A wonderful employee named Lejuan Robinson brought my phone to my house!!. She really went above and beyond because as I said, I do not live close by. Thank you LEJUAN, you are the best. More

Thoughtful, efficient service I find the staff at Heritage to be knowledgeable, efficient, thoughtful, and caring. A good place to go. I have been warmly greeted, treated with co I find the staff at Heritage to be knowledgeable, efficient, thoughtful, and caring. A good place to go. I have been warmly greeted, treated with courtesy and respect, nd given good service. More

Excellent Service I took my Forester in for service because the ABS, VDC, and traction control warning lights all came on. Lejuan checked my car in promptly and went ab I took my Forester in for service because the ABS, VDC, and traction control warning lights all came on. Lejuan checked my car in promptly and went above and beyond to provide excellent service. I drove away a very happy customer. More

Excellent and attentive customer service! Lejuan set up my appointment for me, met me upon arrival, walked me through what I was having done and then took me to the waiting lounge. She checked Lejuan set up my appointment for me, met me upon arrival, walked me through what I was having done and then took me to the waiting lounge. She checked in with me and kept me informed of the progress. When all was said and done she told me all the work that was performed and took me to the cashier and and wished me a good evening and thanked me for coming by. Great person and customer service! More

Great service, Excellent Service Advisor LeJuan Robinson This was our fourth service appointment since the purchase of our cars in the spring of 2016, and once again we were fortunate enough to be assisted b This was our fourth service appointment since the purchase of our cars in the spring of 2016, and once again we were fortunate enough to be assisted by Ms. LeJuan Robinson. Service was provided in a timely and thorough fashion, and LeJuan kept us informed along the way. Ms. Robinson also was very helpful and patient with our requests for checking the batteries on our cars, as we had experienced a failed battery while on vacation, which probably should not happen in just over 2 years. Batteries checked out fine, and we are very grateful for her helpfulness and patience. More