Heritage Toyota Catonsville

This dealership is horrible. My husband and I wanted to buy a new Avalon hybrid. The salesperson wasn't helpful and made us feel guilty for bringing the kids with us. We will never come back. buy a new Avalon hybrid. The salesperson wasn't helpful and made us feel guilty for bringing the kids with us. We will never come back. More

Tony was very professional and worked hard to earn our business. All staff members we encountered at the dealership were friendly and courteous. Financing was able to get us a competitive rate, and move business. All staff members we encountered at the dealership were friendly and courteous. Financing was able to get us a competitive rate, and moved quickly. More

Great first time experience buying a car. I was very pleased with the service, the friendliness. However the detailing took a while to complete. But other than that it was a great experiance pleased with the service, the friendliness. However the detailing took a while to complete. But other than that it was a great experiance More

We recently purchased a new Sienna at Russel Toyota in Catonsville and we are not satisfied with our treatment at the dealership. We sent it in to get aftermarket parts installed and the car came back Catonsville and we are not satisfied with our treatment at the dealership. We sent it in to get aftermarket parts installed and the car came back with a small dent. We didn't notice until after we got the car home, but we called immediately upon noticing it. We were told that their policy is not to fix it if it leaves the lot. The real problem is not the dent. It is that the aftermarket salesperson involved and the general manager were both defensive and rude about the incident. When I called about the dent, the aftermarket salesperson was immediately defensive and accusatory. She said that we were probably lying and later commented that the dent was too small to look into, anyway. She did not investigate with the installers for the aftermarket part or check any cameras before blaming it on us. We complained to management about the treatment and were eventually referred to the general manager of Russel Toyota. The general manager sat me down at his desk and informed me that he only fixes things based on their cost and how good the ratings they receive are. He said that the dent would cost too much to fix. He then proceeded to read my online Toyota purchase survey results in front of me and berate me because they were not good enough reviews. He said that he thought it was my fault, and that it probably wouldn't be fixed. He openly accused me of damaging the vehicle and at one point brought up my children and insulted my family. He did say that he would talk to his manager and call us back, but the call never came. Keep in mind that the original salesperson and the service staff were both nice. But buyer beware, your treatment at this dealership will depend on the reviews you give them. Also, their business practices are definitely not customer focused. You may or may not receive fair treatment depending on if it is profitable to the dealer. You also may be subjected to some fairly insulting interactions. At least the car is nice despite the small dent. More

When I walked into the dealership, I was greeted by several friendly people. The transaction was very smooth and fast. I really appreciate the attention to detail that was provided for us, from the s several friendly people. The transaction was very smooth and fast. I really appreciate the attention to detail that was provided for us, from the sales, to the finance and to the training of the vehicle. I would higly recommend this dealership Thank you all for wonderful service!!! More

Austin got us a deal we could live with on the vehicle we prefered. There was no 'hounding'. There was a model we were interested in available to test drive. prefered. There was no 'hounding'. There was a model we were interested in available to test drive. More

Overall I was satisfied with my experience at Russell Toyota. Eric was awesome, very down to earth. He told us a story about a couple of guys who were in the market for a vehicle, but had no transportat Toyota. Eric was awesome, very down to earth. He told us a story about a couple of guys who were in the market for a vehicle, but had no transportation to the dealership. Eric actually drove to pick them up in the car of interest. I thought that was a very creative move on his part. He did not pressure them and even offered them a ride home, if they didn't purchase the vehicle. My experience with the finance guy was rather painless, and we even talked "fish" stories. Jill, who is in Customer Service was there to listen to any concerns, and to ensure a great buying experience. More

My husband and I went in there to look at a minivan and our sales person really didn't have correct information on the van. I went there looking for a van and get information about which van came with what our sales person really didn't have correct information on the van. I went there looking for a van and get information about which van came with what and the difference between them and ending up leaving with none of my questions answered. This is my second time dealing with this dealership. The first time was 7 years ago and I ended up buying a Honda because this dealership wouldn't help. Guess the same thing is going to happen this time too. I won't be giving them I third chance. More

Brad Jones was always available to respond to all my questions and extremely friendly. I would recommend him highly! He always made me feel like I was important and his only customer. questions and extremely friendly. I would recommend him highly! He always made me feel like I was important and his only customer. More

Great experience All went very well and helpful people and enjoyed the experience. the dealership was conveneint and everyone was easy to work with all was good. and enjoyed the experience. the dealership was conveneint and everyone was easy to work with all was good. More