Heritage Toyota Catonsville

Let me first start by saying my husband John and I love Russell Toyota. We've had nothing but great experiences there but we recently had a bad experience when our normal sales representative, David Day, Russell Toyota. We've had nothing but great experiences there but we recently had a bad experience when our normal sales representative, David Day, had gone home for the evening and we purchased a 2013 Camry SE from Austin Powers. Huge mistake! During the intial introduction, looking at different models and the test drive, Austin was great. He was friendly and very accomodating. But that all changed once we'd made the deal and agreed to purchase the car. The customer service went right out of the window. When we took delivery of the car, it was filthy inside. It had not been vacuumed out, the windows were smeared, we found candy wrappers in the center console, there were scratches throughout the car, etc. and Austin had already left for the night. Later, the next day, we discovered that the air bag cover in the middle of the steering wheel had four little gashes in it. Later, when we went to talk to Austin about getting that piece replaced, he stated, "I don't even want to look at it." I also noticed when we got home the the mileage on the sales contract was wrong. The car we test drove had 19 miles on it, but the one we took delivery of had 101 miles on it, but the contract read "19 miles." We are partly the blame for not noticing that before. The bottom line is that we should have waited for David Day to purchase our car. With David, we've always gotten great deals, excellent service before, during, and after the purchase of every car. When we take delivery of a car that David sold us, it's spotless, and ready to go. If we see ANYTHING wrong, he takes care of it immediately. This was a lesson learned. We still got a good deal, but boy, are we paying for it now! Thankfully, we saw David at the dealership tonight (16 May 2013) and once again, he took care of all of our issues without blinking. On Tuesday, the air bag cover will be replaced - no thanks to Austin Powers. We will never, ever purchase a car at Russell Toyota again if David Day is not there. LESSON LEARNED (the hard way). This whole experience with Austin just reinforced for us what a great friend and salesman we have in David Day. If you want GREAT, not good, GREAT customer service, David Day, all "Day" long - pun intended! The Proctors More

The salesperson, Ezequiel Ojeda, who helped us was very friendly and patient. The sales manager, Walt McDonald, however, was extremely rude, abrasive, and intimidating. We were very interested in buying friendly and patient. The sales manager, Walt McDonald, however, was extremely rude, abrasive, and intimidating. We were very interested in buying a Prius and had come to the lot to test drive one, but were somewhat hesitant on the price, as another hybrid we were looking at was offered at less. The salesperson asked us what price would make us seal the deal that very day. We honestly answered that if the price of the Prius could match the price of the other hybrid we were considering, then we would absolutely be fine with purchasing with them on the spot. The salesperson had us sign on the matched price point and left to check with his manager. The manager came back to us, did not introduce himself, and immediately began asking us in a very aggressive manner how we expected him to let a car go at that price. We reminded him that we did not expect anything, we were simply asked what price would seal the deal and gave our honest answer - it was up to him if he would like to negotiate further. He then quizzed us on our knowledge of ratings and statistics between the two hybrids we were considering and mocked our use of the word "hybrid," stating that the Prius was the only "true hybrid". It was completely a degrading experience to have a grown man attempt to make us feel as if we were somehow in the wrong for suggesting such a price. We left. The next day we actually purchased a Prius at another car dealership for even lower than the price the sales manager at Russel's berated us over, so I guess it worked out. More

I have been taken my Toyota car here for years and the quality of work has been exceptional. The service reps were helpful and friendly from past experiences until my last service on April 2013. I had bee quality of work has been exceptional. The service reps were helpful and friendly from past experiences until my last service on April 2013. I had been giving a new service rep name "Bill" and man was the service experience uneventful. I took my car in for just a routine oil change and rotation of the tires. Got a call back later that day and Bill said they had found a small leak in and around the water pump and recommended it needs to be replace and the total cost will be around $900. I told him, I didn't have enough money this time around but will bring it in for replacement on my next service. Then he recommended the spark plugs need to be replaced as well. I asked him the cost of the new spark plugs and he made the price sounded like it was less than what I could afford. So I agreed to the service. Went to pick up my car and got a surprise of over $500 in service costs for everything. That amount was not what I had expected to pay and I was very upset. I told him politely the conversation we had on the phone about the cost did not add up to this amount. He said he will try to reduce the amount and sure enough the price dropped to $336. First off, why would I agree to replace the spark plugs if $500 was the cost when I didn't have enough money to replace the waterpump as needed in the first place? Clearly, replacing the watepump was more important! Oh, by the way!! I took my car to have my brother (who is a certified Toyota auto-mechanic down in Va.) take a look at the waterpump and he found no such leak in or around the waterpump at all!! What? All this time, the waterpump was fine and didn't need to be replaced. Folks, be aware of the service quotes and recommendations giving by this dealership. They are clearly using sleazy sales tactic on you and I'm assuming for commissions. On top of that, lying to your once loyal customer that a part needed replacement, when in fact, it was still good is unacceptable. This is why I'm not recommending this dealership. Will never return to this dealership ever again. Take care, Russel Toyota! More

I have a silver Corolla which I purchased from Russel toyotta last month .I went for a car wash to their service Dept on 9th feb 2013 . That guy took the keys from me and took my car for car wash . O toyotta last month .I went for a car wash to their service Dept on 9th feb 2013 . That guy took the keys from me and took my car for car wash . Once I received my Car after the wash I found three scratches the worst one is located on the front part and bonnet of the car. I talked to the service manager asked him to show me video clipages. This morning I went to talk to service manager and asked to show me parking footages if the wash footages are unavailable, a very unprofessional lady, refuses who should learn some ethics before dealing with the customers and kept insisting the scratches wont be visible in those footage. And later she refused to talk to me and delivered a long lecture on "common sense" that if the scratches were from car wash they should be bigger however the present scratches are smaller. She should know that fibreglass in their washing accessories is enough to produce scratches. she ended up conversation in a very rude way . I strongly suggest that one should never go to this dealership . More

I wanted to trade-in a vehicle and purchase a new, 2013 Highlander. The price for the Highlander was reasonable, about 4,000 off MSRP. I was comfortable with the price. However, when it came to the trade-i Highlander. The price for the Highlander was reasonable, about 4,000 off MSRP. I was comfortable with the price. However, when it came to the trade-in, I was berated by the sales person and the manager for over an hour about how much was car was "worth." I was told over and over again that the max worth of my car was 40-50% LESS than the minimum value listed on KBB.com and NADA.com. I left. One day later, and with only an hour or two of my time, I sold my trade-in for the price listed on KBB and NADA. Yes, even though the intelligent people at Russel was certain it was worth 40-50% less, and I was repeatedly told this over and over again, it was worth MUCH more than they offered. Despite having bought a car from Russel Toyota before, I went to Brown's Toyota of Glen Burnie. Fantastic! (And their price was actually lower than Russel). Take it from this (nearly) repeat buyer from Russel...don't waste your time. They do not deal fair here. More

After a frustrating morning at another Toyota dealership, I went to Russel to check out a used Camry listed online. John Guerriero was terrific to work with--pleasant, knowledgeable and efficient. I apprecia I went to Russel to check out a used Camry listed online. John Guerriero was terrific to work with--pleasant, knowledgeable and efficient. I appreciated that he talked straight and did not push. He let me take the car out for a spin on my own. Once I decided to make the purchase, everything was settled quickly. John has followed up with me since to make sure I am satisfied. I would do business with him again and recommend him to others. More

I have never met a manager as rude as he was. Not only did he twist my words around, but he also made up excuses for not negotiating for the price he previously offered. He even started to insult me and s did he twist my words around, but he also made up excuses for not negotiating for the price he previously offered. He even started to insult me and say that I'm not actually a customer "unless I buy something". What salesman would say that to their customers? Definitely never going back there again and not recommending this dealership to anyone. More

After a hrrific experience with Antwerpen Toyota, Brad Jones and Russel came to the rescue for me and my sone. I bought a new RAV4 and my son bought a new Camry hybrid. EVERYONE has been professional and Jones and Russel came to the rescue for me and my sone. I bought a new RAV4 and my son bought a new Camry hybrid. EVERYONE has been professional and courteous. More

Our 4runner was due for service and we went to this dealership for the first time. They charged us a big amount of money (the appointment was just for the regular service) and we were shocked but thin dealership for the first time. They charged us a big amount of money (the appointment was just for the regular service) and we were shocked but thinking that our vehicle is not new and we need to use it soon and eventhough times are difficult, we said our ok. A week later,we have to bring back our vehicle because it was making louder noise than normal while running.I was thinking it would still be included for the service payment since we just have it fixed a week ago and paid like 2200++ but we were still charged for another fee. I was upset and contacted the service representative but he explained to me that it was a different part or another kind of repair this time and just gave us a discount. We can't help thinking that we are just ripped off and that we may just have paid for unnecessary repairs the first time we have it serviced. After the second repair,our vehicle was still making some noise when running so again, we brought back the car. Now, they said another part need be repaired (which was not done with the previous 2 services)and charging us for like 2,700+++. I really feel that this is not right. I asked to talked to the manager for some arrangement because we cannot afford it but they are not available to talk. (I learned that they have two managers) This is the most horrible experince we had with a service center of a dealership and i won't recommend this place to a lot of my friends who own toyota. More

When my husband and I walked into this dealership, no one greeted us. Two women sat at a desk inside the door and while one held the phone receiver and talked, the other was busy dialing the phone. (The sam greeted us. Two women sat at a desk inside the door and while one held the phone receiver and talked, the other was busy dialing the phone. (The same phone- 2 women to make 1 phone call!)They never gave us eye contact or any type of greeting. We wandered the floor and no one approached us and the 2 women still seemed busy doing the job of 1 person. Finally my husband said he didn't want to buy a car there and as we left a salesman came up and greeted us. From there on in this place gets 5 stars. Calvin's high rating was added to the overall bad so far to give this dealer an OK rating.He arranged to show us the car we were interested in, arrange a test drive for us and talked a bit about financing. We were disappointed there were no incentives so we did leave to think things over. He even called back a few days later to see how things were going with our car buying decisions. We did end up buying elsewhere, mostly because the price was much better there with many incentatives, but with the first lack of welcome to Toyota, we were not sure we wanted to deal with this dealer. More