Heritage Toyota Catonsville

Very good customer service and helpful service he gave us during our new purchase to our new vehicle. during our new purchase to our new vehicle. More

DO NOT BRING YOUR VEHICLE TO THIS DEALERSHIP! I was a very loyal customer at this dealership - since it was Russel Toyota. I bought three Toyota vehicles there and always took the vehicles back I was a very loyal customer at this dealership - since it was Russel Toyota. I bought three Toyota vehicles there and always took the vehicles back to them for service. Since it was bought by Heritage Toyota, service has dramatically worsened. Even though you make an appointment, you are still waiting 2 hours for your car to even be taken back to the bay. (Not everyone has the luxury of being able to drop off the car.) They ALWAYS try to oversell you on services that you don't need. So you go in for an oil change, which is overpriced compared to other places but you have been a loyal customer, and they give you a list of thousands of dollars worth of other services that you may or may not need. On a relatively minor note, the car wash is broken at least 50% of the time, so you rarely get your "free car wash". In the past, I took my car in for an oil change and shortly after, I had a new problem that didn't exist before. We went around and around about what caused the problem; they refused to take responsibility for any role in this new problem, referring me to a "bulletin" that described the problem. They were able to fix it and eventually did not charge me for the labor, but it was still a very expensive fix for something that was not broken before I took it in for service. Ok, so I thought I would give them another chance. This past weekend was the final straw. I brought my car in (with an appointment) to replace a part that had fallen off. The first service rep (not the one that I was assigned when I made the appointment) said I needed "an engine diagnostic". Not sure why, but I reluctantly agreed since she said it would be around the same price anyway. She said it would take 1-1/2 to 2 hours. (Really? To reattach a part that I still had when I had an appointment?) About 20 minutes later, the service representative that actually assigned to me called me up and asked again what the issue was. I asked that it be taken care of in a timely manner since I had an appointment. Fortunately she called me back up about 20 minutes later and said my car was done. Yay for that! I was very pleased. She said they did not do an "engine diagnostic", since I just needed a part reattached. I was given no listing of things that needed attention on the car (like I always get when I bring it in for an oil change). However, they charged me $165.35 for "diagn. engine", so the total bill came to over $200 - to reattach a part that I still had! In addition to the "diagn. engine" charge, there were a variety of other charges for parts along with a charge for "Hazardous waste removal" (there was NO hazardous waste) and "Shop materials" (apparently for things like "the lift" and other tools they use). When I called the service manager Monday morning to question the charges and to explain that I had no "diagn. engine", he explained that the "diag. engine" charge was actually for labor and that they charge a minimum of one hour of labor. He also had ready answers for all the other charges. This was an absolute rip-off! I told him that he lost a very loyal customer and that I would be posting a bad review. He gave the standard lines but would not budge. More

Monir was very kind and helpful! He took the time to explain various aspects of the car to me and was very patient. Highly recommend him! He took the time to explain various aspects of the car to me and was very patient. Highly recommend him! More

I have been coming to this Toyota dealer since 2013. Today I had a different experience. I brought my car in for service to get an oil change and tires rotated, thank you to Marco who squeezed me in . E Today I had a different experience. I brought my car in for service to get an oil change and tires rotated, thank you to Marco who squeezed me in . Everyone at the front was very helpful. The problem came when I walked to the showroom floor. I actually walked the showroom floor and parking lot three times and not one person greeted me or ask if I needed assistance. I noted Mr.Parnell at the water machine nicely dressed and friendly smile I approached him and told him about my experience and immediately he asked me if there was something he could help me with. This is the kind of customer service I remember at this dealership not the stares I inquired when I entered the showroom floor, very disappointing .. More

He was knowledgeable, kind, and prioritized customer satisfaction. Thank you! We will recommend Heritage Toyota to our friends and family. satisfaction. Thank you! We will recommend Heritage Toyota to our friends and family. More

Larry B. helped us buy a 2022 4Runner in June. Although we had a couple of glitches, he helped us immensely. Would highly recommend him. The financial proc helped us buy a 2022 4Runner in June. Although we had a couple of glitches, he helped us immensely. Would highly recommend him. The financial processing was kind of a gee-whiz-bang and overwhelming. Just keep it simple for us old folks. More

Persistant but knowledgeable. Pleasant employees to do business with. Worth purchasing a vehicle from them Pleasant employees to do business with. Worth purchasing a vehicle from them More

No customer service whatsoever and no empathy in dealing with customers who experienced bad service. A classic bait and switch tactic (scam) was employed at this dealership. I scheduled an appointment for with customers who experienced bad service. A classic bait and switch tactic (scam) was employed at this dealership. I scheduled an appointment for 5:00 p.m. and verified via email and phone conversation the morning of the appointment. I was notified minutes prior to my arrival hat the vehicle was just sold. I arrived at the dealership to confirm whether the vehicles was sold and was notified that they car sold earlier that morning. I was very upset as I had just driven over 70 miles and no one cared to call me and notify me that the car was no longer there. I was very skeptical that there was even a car there to begin with as they tried to sell me a more expensive car with less features. Did not make sense at all. When I asked to to talk to the sales manager Mr. Bryer had this speech memorized of how car sells on a first come first serve basis and they would be happy to sell me a more expensive car. He did not take the time to understand the issue or my concern and was very unapologetic. As if this was their normal tactic and he was defending it tooth and nail. I found him to be condescending and unprofessional and I hope that this message will be a warning to anyone to stay away from this dealership. More

A classic bait and switch scheme was employed at this dealership. Do not fall for it and stay away. You have been warned. Monir was actually a nice guy; unfortunately for him he works at a dealership t dealership. Do not fall for it and stay away. You have been warned. Monir was actually a nice guy; unfortunately for him he works at a dealership that scams people. They were not apologetic or willing to work with me other than try to upsell me on another vehicle with less options at a higher price. More

Everything was Great, James was very informative and supportive throughout the entire process, and made the deal work! Thank you and much success to you! supportive throughout the entire process, and made the deal work! Thank you and much success to you! More