Heritage Subaru Catonsville - Service Center

Great place and great work I am very proud of everyone at Russell Subaru Ryan and LeJuan Robinson take great care of me and my car every time I come up. Weather it's basic servi I am very proud of everyone at Russell Subaru Ryan and LeJuan Robinson take great care of me and my car every time I come up. Weather it's basic service or a last minute maintenance they're always there for me. Ryan is the best when I had a problem he was there for me and put me at ease. I have bought 3 vehicles from them and looking forward to to buying a fourth. Thanks for everything you do for me and my car. More

False Charges and Cheating I go for my 30000 mile subaru Legacy 3.6 R service. The website says it will cost about 265. After three hours the lady comes back and tells me that t I go for my 30000 mile subaru Legacy 3.6 R service. The website says it will cost about 265. After three hours the lady comes back and tells me that the cost of the service is more than 450. I am shocked for obvious reasons because only things they did was oil change tire rotation engine oil and a recall. Then she changes something on the computer and charges 307. I see the bill it says parts cost 60 dollars and the rest guess what. We are sitting there for 3 hrs. At the start I told the assistant that your website says 265 can you show me what it includes, and she is like ill get back. No communication again. They didn't even show you the multi inspection report or give you any insights as to how the car is. Horrible experience. Valvoline or good year would do a better job. More

Took the time to really help me out. My car broke down on the highway on a Saturday and was able to take my car to the dealership and got it fixed better than before in a timely manner. My car broke down on the highway on a Saturday and was able to take my car to the dealership and got it fixed better than before in a timely manner. More

Fine Service, not great check-in or pick up process Service provided was fine. Process for dropping off my vehicle and picking up my loaner car was very slow, took over 45 minutes reason being they had Service provided was fine. Process for dropping off my vehicle and picking up my loaner car was very slow, took over 45 minutes reason being they had to put fuel in the loaner car. Picking up my vehicle was also not a quick process, spent another 30 minutes waiting for it to be brought around. No complimentary car wash either which is odd considering I had just spent about $2k there on various services. Been coming here for several years but this experience has me rethinking that loyalty. The prices for service are at the top end of the spectrum but in the past I justified spending a bit more because the process was smooth and service of good quality Lejuan was very nice and apologetic but still, waiting around that long for what should be a routine process is not great. More

Great service, fast, pleasant staff Easy to schedule, service advisor was pleasant to work with and helpful, communicated issues with the vehicle very well, and the service was faster th Easy to schedule, service advisor was pleasant to work with and helpful, communicated issues with the vehicle very well, and the service was faster than expected. Definitely recommend! More

Terrible The service I received was terrible. I had some We Owe You’s from when I bought the car. It took forever to get ahold of people and to schedule a time The service I received was terrible. I had some We Owe You’s from when I bought the car. It took forever to get ahold of people and to schedule a time to come in. Apparently, a time was scheduled without me knowing an exact time which I could have never made it to because of work. I thought I would either hear from someone about a time or call after work and go by. Thankfully I had work and didn’t just drive up in morning because they did not have the part that they needed for key and I do not live or work close by. I got a call from service department around the time of my supposed appointment time saying they did not have the part. Once I finally got a hold of someone, Katie, it took forever to hear back. She was supposed to call me back but never did and it took me following up days later to find out they had the part in. Finally an appointment was scheduled. I get there and get rental car. I had planned to stay within area because I was told by the guy that scheduled it that it would be done that day and I had somewhere to be that night. It was getting later so I called to find out when it would be ready and was then informed it would not be ready that day. No one had told me that when I was there. So I stayed in area when I did not need to that day and then was late for where I needed to be that night. I did not hear from anyone next morning about my car. I contacted service department/Katie and finally got a voicemail back mid day that they had finished there part and it was being sent to detail and that she would call when it was done. So again, I am assuming I would have my car back and need to pick it up before close so I was planning my afternoon/evening around that. When I did not hear anything I called and left voicemail for Katie. Needless to say I did not hear anything that night or the next morning. I called in morning and I believe it was LeJuan said my car was ready and could be picked up. So I drove all the way there but when I got there she was not able to locate the paperwork and/or keys. I explained my terrible experience and LeJuan seemed to be trying her best to locate everything. She was also apologetic about my experience. Finally my car is ready but the seats were still wet and the car smelled very bad. They had to put plastic on seats for me to drive it home. I had to drive with windows down because of smell. I also had asked LeJuan for the results or report from having my car checked because of check engine lights being on and codes coming back. She was not able to give them to me as she said they were with Katie’s cars copy. I asked if they could be emailed and she said she would email them on Monday. She also said she talked to her manager and that he would be contacting me about my experience and that she would follow up as well. Monday came and went and I did not hear from anyone. I still have not received copy of vehicle check or an answer to why my check engine lights were on and codes came back. I have not had a follow up from Katie, LeJuan, manager, or anyone from Subaru. I had to drive in my new Subaru not knowing for sure that everything was okay with it to OCMD and WV which is an uneasy feeling. The experience was terrible all around. There was complete lack of communication, extreme difficulty getting in touch with people and scheduling service. Zero follow up and follow through. Ultimately terrible customer service. More

Maintenance check-up Check-up, oil change and tire rotation done in an efficient manner. Service representative was thorough and helpful. Look forward to my next service Check-up, oil change and tire rotation done in an efficient manner. Service representative was thorough and helpful. Look forward to my next service appointment. More

6 Month Service Lejuan was wonderful. She got me in right away, showed me to the waiting room and offered complimentary beverages. I asked if there was WiFi, as I nee Lejuan was wonderful. She got me in right away, showed me to the waiting room and offered complimentary beverages. I asked if there was WiFi, as I needed to do some work (and I just moved so I don’t have any yet at my new place), and she was super helpful. She came to get me at the exact time she said my car would be ready. She told me that I could sit and work as long as I liked and to just get her when I was ready. I can’t get over how wonderful everyone is at Heritage Subaru Catonsville from sales to finance to service! More

6 month service Came for a 6 month service. Waited on the line for 5 minutes until someone approached me. Nobody new who was my adviser. Waited for another 10 minu Came for a 6 month service. Waited on the line for 5 minutes until someone approached me. Nobody new who was my adviser. Waited for another 10 minutes on waiting room until a very helpful lady, which i dealt before approach me and took care of me. From then on everything went fine. My complain: asked for the car to be washed and the result was very poor. Thank you More

Poor customer service Do not care about the customer or communicate with the customer during issues. You need to keep calling to get an answer. Treat you as a second class Do not care about the customer or communicate with the customer during issues. You need to keep calling to get an answer. Treat you as a second class individual. More