Heritage Toyota Catonsville

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

We purchased a toyota corolla and leased a rav4 from russel toyota. I could not have been happier with the price, professionalism, service, and overall experience with the dealership. The staff, espec russel toyota. I could not have been happier with the price, professionalism, service, and overall experience with the dealership. The staff, especially Matt, bent over backwards to make sure we were happy. I looked at multiple different dealerships, but it was an easy decision to do business with this dealership and I will definitely go back if we are in the market for another toyota! More

We have had terrible customer service at Russel Toyota on Rt. 40. The first time we took our car in for a routine oil change and tire rotation and it took them 2 hours and we had called and made an appointme Rt. 40. The first time we took our car in for a routine oil change and tire rotation and it took them 2 hours and we had called and made an appointment and they told us over the phone it would take no longer than 45 minutes. I was waiting with my newborn daughter and had to check on the car and they told me "they didnt know what happened" when they finally brought it up. The second time we had a leak in the rear hatch of our Highlander. It was covered under warranty. We dropped it off on a Friday to the service department, they diagnosed it and said it had to go to the body shop. They didnt once tell us we could take it to the body shop ourselves. On the following Tuesday I went in to check on what was going on with the car and it was parked out back in the lot, after they told us it would be inside because there was a leak in the car. The service rep, Kelly, told me "oh they pulled it out this morning because its being taken to the body shop" but she had walked in for the day as I was standing there waiting so I'm not sure how she even would know that. She never returned our calls when we called to check on the car either, which is why we went into the dealership to check on it. She told us they had ordered the part and it was being taken over that day (Tuesday). On Friday we called again because we'd heard nothing and she was of course not in for the day. We spoke with Bill and Dora who said it was at the body shop. I went in to speak with them because I was getting frustrated. Dora said to me that it just went to the body shop on Thursday and that they did us a "favor" by taking it to the body shop because normally they have the customer take it. I would've taken it myself if I knew it would take them from Friday-Thursday to take it over there. When I called the body shop they had just gotten the car on Thursday late in the day and ordered the part Friday morning. Clearly the service department knew nothing and was just feeding us what we wanted to hear to get us off their back which was unprofessional and dishonest. The body shop on Caton Avenue was more than helpful and wonderful. I will never take my car back to the Rt. 40 location after this experience and Kelly McGregor was lacking in the customer service area which is ironic since her job is in customer service. Very disappointed and dissatisfied. More