Heritage Toyota Catonsville | Page 135

Great Customer Service My car broke down and I tried to get in touch with the service department with after several attempts and very poor signal on my phone and no service My car broke down and I tried to get in touch with the service department with after several attempts and very poor signal on my phone and no service department the operator Lydia Lancaster was able to assist me. She was able to advise me as to what to do and also to calm me down. She is an excellent person. More caring people like her is needed here. Thanks to Lydia and also thanks to Shane the service employee that assisted me. He told me what to expect and was able to get the repair done and in the time frame that he said. Thanks to all. More

Mr Matt is very racist I went there to buy a new car. Sales person couldn't offer me a good deal, so he took us to Matt who is a manager (really). Very disrespectful person, I went there to buy a new car. Sales person couldn't offer me a good deal, so he took us to Matt who is a manager (really). Very disrespectful person, after he found out I wasn't american born, he said he doesn't speak other languages other than English to help me and so on. Also, he start giving me some Math examples saying that I am little poor on Math. After some discussion with him, I gave up there then went to the other dealer and bought the same car on same day. Please be respectful and act like you want to sell your car instead of giving me some math examples and saying bad things to your customer. More

Inappropriate, Unprofessional, Abusive Behavior. I’m writing to inform you that I had a negative experience at Russel Toyota, 6324 Baltimore National Pike, Baltimore, MD?. Internet Inquiry about Vin: I’m writing to inform you that I had a negative experience at Russel Toyota, 6324 Baltimore National Pike, Baltimore, MD?. Internet Inquiry about Vin: JTMZFREVXEJ002192, StockNumber : 141633 to Sarah Udelhofen. About me, I am working in well reputed industry, public recognized and holding master degree. I am not affiliated with auto industry as employee or promoter. First of all, I recognize that you, as the reader of this review, are not responsible for my bad experience, but I am upset. You will realize what Russel Toyota and potential next target.This incident/act has been set up by Mr. Matt Bukowski, General Sales Manager and executed by Mr. James Akinola, Mr. Ray DeCastro & Mr. Tim (do not know last name, helper, not look like sales agent). I visited location dated, 06/18/2014 at 5:00 pm and Welcomed by Mr. Ray DeCastro (I did not know how this will end). Mr. Ray DeCastro did not help me or go far because lead has been assigned to Mr. James Akinola. Mr. Ray DeCastro took my DRIVING LICENSE and asked Mr. James Akinola or Mr. Tim that I asked for Test Drive. Mr. Tim & I went for Test Drive. We came back in few minutes. While I was on Test Drive, Mr. Matt Bukowski (General Sales Manager) has set up play with help of Mr. Ray DeCastro by on my DRIVING LICENSE. I am sure they are finding lots of fun making joke of customers. I do recommend them for play/drama where are the best. I sat with Mr. James Akinola and asked for my DRIVING LICENSE. Mr. James Akinola asked Mr. Ray DeCastro about my driving license. Mr. Ray DeCastro informed that Mr. Tim has it. Mr. James Akinola, Mr. Ray DeCastro and Mr. Tim were arguing with each other on license license and started playing musical chair. Mr. Matt Bukowski was watching this play/drama and not reacting or speaking single word being GENERAL MANAGER. Obviously, he is the director and Mr. Toyoda was producer. Mr. Matt Bukowski put allegation that I never submitted driving license and I am lying. In addition to this allegation being false, it was also extremely inappropriate. I was so upset by the situation and shocked at his accusation. Mr. Matt Bukowski asked me to call 911 to get my DRIVING LICENSE.I called 911 dated, 06/18/2014 at 5:49 pm and police office (Mr. F. Alvis) came to help me at 5:55 pm. Immediately, Mr. Bukowski (General Sales Manager) came up with driving license before I explained entire incident with police officer. I refused to take driving license because seeking explanation. Mr. Bukowski threw DRIVING LICENSE on my FACE and just walked off. Mr. Bukowski (General Sales Manager) asked me to leave premises because it is private property of Russel Toyota which I did. This shows customer service, care & business means to Russel Toyota. Mr. Bukowski was afraid about interrogation would be done by Police Office to Mr. Ray DeCastro, Mr. James Akinola & Mr. Tim. Police Officer and Mr. Calvin Parnell (Sales Agent) can be witnessed about Mr. Bukowski's behavior. I read reviews against Russel Toyota's Management is appreciating Mr. Bukowski's inappropriate, abusive and aggressive behavior and trying to prove about good customer service providing by Russel Toyota. I feel very disappointed with this interaction, as I usually enjoy my experiences and interaction. I wish I can reach out to Mr. Akio Toyoda and Mr. Takeshi Uchiyamada which is not possible. I have been loyal, ethical, and truthful about this incident writing. I do not have anything to add. I am leaving on readers to decide on Russel Toyota prior to visiting. More

Probably my worst customer service experience ever I have worked in sales for seven years where customer service was the key to success. We did not receive commission for our sales. However, because w I have worked in sales for seven years where customer service was the key to success. We did not receive commission for our sales. However, because we enjoyed the product we sold so much, no commission was necessary in order to motivate us to strive for the best customer service we could offer. Needless to say, I firmly believe in customer service and I certainly expected to receive at least a general level of customer service when I am making a $25,000+ purchase. Russel Toyota & Scion's customer service lead to me walking out and them losing my business. I walked in to the dealership and was looking at the models on the floor for over 10 minutes before any sales person approached me. I heard and eventually saw a group of 3 or 4 salesman in an office laughing at something. They were extremely busy that day (a Saturday), however their sales people found enough time to joke around between themselves. It was honestly kind of awkward when I made eye contact with one of them walking out and him realizing that I had been completely ignored because they were too busy joking around. He approached me and asked if I was interested in buying a car that day. I said yes but I had a few questions. After my first question, he asked me to follow him to some area where he pulled out a pamphlet and told me "all of my questions could be answered in there" (the pamphlet). He had a nice attitude but he seemed confused. I assumed maybe he was new so I was willing to give him some slack. Besides, I had already done my research but just wanted to confirm a few things with an actual salesman. Eventually he directed me towards his colleague to answer my questions about pricing and promotions. I was asking politely how their price compared to the internet pricing I had already seen, and all of his answers were short, blunt, and borderline disrespectful. The best way I can describe it was something like "look, here's the price, you can take it or leave it". This was the first time I have ever seen a car salesman act this way--usually they are eager and super informative but he really did not seem to care whatsoever about getting a sale from me. Now I'm starting to get annoyed. I walked in without being greeted and was left alone for 10 minutes while the sales guys were in an office joking around. The first sales guy who approached me was unable to answer any of my questions. The second sales person was completely borderline rude and essentially dismissed me from being a customer that day. Seriously, I was shocked--don't these guys get commission if they sell a car? If so then, why are they so comfortable with letting an easy one walk out the door? I figured I ran into a couple bad apples and therefore asked for the manager to help iron things out. Believe it or not, but this was the actually the worst interaction I faced during the whole ordeal. The salesman walked over to me with what turned out to be the general manager. The GM quickly introduced himself as “Matt” and shook my hand. I respectfully and objectively explained the situation to him, and his response was verbatim, and I’m not kidding you, verbatim “you are welcome to you’re your business somewhere else”. Let me repeat that—“YOU ARE WELCOME TO TAKE YOUR BUSINESS SOMEWHERE ELSE”. He did not address anything I told him whatsoever. At that point, I realized there was nothing else to be done. I asked the GM for his business card (intending to write a review) which identified him as “Matt Bukowski”. That was the end of the exchange. I couldn’t believe it. I realized why the salesmen were so rude and incompetent—they were simply reflecting the same attitude and lack of professionalism that their GM, Matt Bukowski, carries. That being said, Russel Toyota & Scion showed no regard for customer service, whatsoever. They also had no regard for professionalism as well. Despite having every intention to walk off of their lot with a brand new Scion TC, I took Matt’s advice and took my business elsewhere. If you don’t mind being disrespected and ignored, buy a car from Russel Toyota. If your someone who wants just a little bit of respect and customer service, you’re better off going to the junkyard. More

Salemanship Our salesman, Austin Powers, was very professional and knowledgeable. It was obvious from the number of customers who were coming to see him while we Our salesman, Austin Powers, was very professional and knowledgeable. It was obvious from the number of customers who were coming to see him while we were there that he does more than just "sell a car". Austin wasn't overbearing as some salespeople can be, he was very much aware that he has an excellent product sell. More