Heritage Toyota Catonsville

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

Toyota Dora was truly great to work with the car had recalls and major repairs and she kept us informed and explained everything along the way Dora was truly great to work with the car had recalls and major repairs and she kept us informed and explained everything along the way More

My Experience with Russel Toyota in Catonsville, Maryland Russel Toyota provides excellent customer service. Appointments are readily available and easy to make on-line. Service Rep, Meya Stamper, was very Russel Toyota provides excellent customer service. Appointments are readily available and easy to make on-line. Service Rep, Meya Stamper, was very helpful, courteous and friendly. All other personnel are also cordial. The waiting area is pleasant and comfortable. I have always been pleased over the years with the work performed on my Corollas at Russel Toyota. More

2014 TACOMA DOUBELCAB As always my sales experience at Russel was just what I expected...great ! David Day always makes it easy and I always get the vehicle I want. As always my sales experience at Russel was just what I expected...great ! David Day always makes it easy and I always get the vehicle I want. More

April 24, 2014 Car Purchase Experience We leased a new Toyota Camry XLE. We love the Camry and the Creme Brulee color. The exact car we wanted was on the lot and ready to go. The process We leased a new Toyota Camry XLE. We love the Camry and the Creme Brulee color. The exact car we wanted was on the lot and ready to go. The process was easy, friendly and fast. We are returning clients of David Day and have purchased all our Toyota cars from him for over a decade. He knows the business and is efficient in lining things up for an effortless and smooth purchasing experience. More

Awesome Job Fast Service!!! Customer Friendly! Would recommend! I am not a fan of the 25 word minimum. I love my Toyota, and the Service Reps were great, but Fast Service!!! Customer Friendly! Would recommend! I am not a fan of the 25 word minimum. I love my Toyota, and the Service Reps were great, but requiring the patrons to spend too much time on your survey almost ensures that only the people who have had issues will respond. More

No Service Appointment & Stellar Customer Service I have enrolled in the online service page. However when I recently drove into the Russel Toyota Service Area I was greeted and welcomed. I apprecia I have enrolled in the online service page. However when I recently drove into the Russel Toyota Service Area I was greeted and welcomed. I appreciate Toyota Service to maintain my vehicle. Most importantly, I look forward to the nice/clean waiting area and the separated children play area. More

10,000 mi. checkup I had several specific questions regarding my "plug-in" Prius and all were answered to my satisfaction. A health check was performed which I apprecia I had several specific questions regarding my "plug-in" Prius and all were answered to my satisfaction. A health check was performed which I appreciated as well. When driving home, the car had a "new car" feel! More