Heritage Toyota Catonsville - Service Center

I purchased a 2024 Prius Prime in February 2024 and had a recall notice which warned that the rear passenger door could possibly open while the car was in motion. I made an appointment for service and brough recall notice which warned that the rear passenger door could possibly open while the car was in motion. I made an appointment for service and brought my car in early this morning and was told the parts were there and I would have my car by COB. However, I received a call @ 4:30 and was told the work was never started and could I bring it in another day. I was absolutely in disbelief! WORST CUSTOMER SERVICE EVER!!!! I will travel to another dealership from now on! More

I came on Monday (Sept 30th) to make an extra key (My car is a 2017 Toyota RAV4). Then I went and spoke to Service Advisor Marcos Olivero. He gives me and appointment for Tuesday (Oct 1st) at 11 am. I take is a 2017 Toyota RAV4). Then I went and spoke to Service Advisor Marcos Olivero. He gives me and appointment for Tuesday (Oct 1st) at 11 am. I take a half day from my work place and take my car on Tuesday as scheduled at 11 am. I wait in the waiting area till 2.45 (almost 4 hours) and then Mr. Olivero says he can not fix it so that I have to bring it back the following day which is Wednesday the October 2nd. He scheduled me for 8 am and said he will be there by 8 am . So I bring my car at 8 am and then to find out that he has not arrived. I go to the front desk and the other officer tells me to wait. I wait till 8.30 am and Mr. Olivero is still not there. So another officer calls me to the front desk and says soon Olivero comes, he will take care of it. Mr. Olivero comes around 9 am and then he says I can take the shuttle to go home and then he will call me when its done, he also agrees to give me a pick up ride. I come home and by 2 pm I haven't heard from him. So I called the dealership and his number . Every time I call , it goes to a voicemail. So I leave a detailed message nobody returns my call. After 3 pm I call again , same thing it goes a voice mail and again I leave a voice message and nobody returns my call. Around 5 pm I get very worried because nobody called me to tell the status and I do not have my car yet. I call the front office and the lady who picked up the phone says I should call the service, but then I pleaded asking her not to hangup the call , and requested whether she can pass my message to Mr. Olivero. She says Ok she will pass the message to him. Then even by 6.15 pm nobody calls me to give a status of my car. That s when I called my friend and asked him to give me a ride to the Toyota Dealership and by 6.40 sh I am at the Toyota Dealership. Olivero is gone for the day. There is another Service Advisor and then I tell my story to him. He pulls up my car details on his computer and told me the technicians are gone for the day. Nothing is done according to what he see in the computer system. I told him, I need my car. I got to go to work on Thursday. I already took a day off on Wednesday. I pleaded him to hand over my keys so I can take my car home. At that point I was thinking , that my car was at the dealership since 8 am(one whole day) and then if that was not taken care by the service staff, they do not care the pain and the stress that customers have to go through. The new Service advisor said he can not find my keys and asked me to come on Thursday morning. I go back home and thinking, how irresponsible can someone can be ? Mr.Olivero goes home not even bothered to call me and let me know that the car was not fixed. I waste my time and money going to the dealership and return back home . This morning I take a UBER I had to pay $25 and reach the dealership around 7.15 am. I wait there till 7.30 am and soon it opened at 7.30 am I went to the front desk. Mr. Olivero is not there but there was another gentlemen who tried to help me. He was trying his best to find my key and still my key not to be found. I wait till 8.30 am Olivero still not at his desk. Nobody knows where my car keys. All I wanted at that time was to take my car keys and report to my work. I spend another hour and half and around 9 am Olivero shows up. He is least bothered for the pain I have been going through. Then at that time the technician who worked on my car showed up, he nicely explained what happened and he was shocked to hear that the Service Advisor did not call me on Wednesday giving me an update. I thanked the technician who worked on my car. I apologize for my words but the best way I can describe Mr. Marcos Olivero is nothing but xxxxxxxx. Its a disgrace that Toyota employs such inhuman irresponsible people like Marcos Olivero. Olivero has no empathy. I will never ever visit the Heritage Toyota Dealership at Catonsville. I will spread the word among all More

Great dealership. Amazing customer service definitely recommend it to anyone looking in to buying a new Toyota Amazing customer service definitely recommend it to anyone looking in to buying a new Toyota More

Brought my Tundra to this dealer for service since it was the closest to my house and the wheel felt like it was going to fall off. Wow was that a huge mistake! I told them the hub/bearing may be bad. Turns the closest to my house and the wheel felt like it was going to fall off. Wow was that a huge mistake! I told them the hub/bearing may be bad. Turns out it was the hub and bearing assembly. They gave me a recommendation for repairs that exceeded $12,000. I look and it includes things like wheels and tires, I have after market wheels and tires which have been fine for 2.5 years, still have stock as a back up but prefer my aftermarket wheels/tires. I mentioned a noise under the hood and the technician (Brian), must have thought to just replace anything that could rattle, included everything from a fan assembly to a idler, tensioner, serpintene belt. Is this what they charge $185 an hour for, what kind of diagnostic is that? I asked the advisor (Curtis) how much to replace the bad hub/bearing assembly. He gave a quote of $3800, the hub is about $343, bearing maybe $126, so how are we getting to $3,800? Curtis was unable to answer that question so I had my car towed from there for $145 to another shop. Had both hub/bearings replaced with alignment and oil change, all Toyota parts, for $2100. Mile One Toyota quoted me $3800 for one side, no alignment or oil change included in that quote. I expected a little more from the dealership but was sadly disappointed. Beware of this dealership for service! More

Service center is horrible 4 hours for a oil change every time I come here the Technicians are lazy and management is a joke time I come here the Technicians are lazy and management is a joke More

Their service department is the absolute worst one can ever expect. Service advisors are extremely rude and unprofessional. The place as a whole is really bad when it comes to management, planning, and cu ever expect. Service advisors are extremely rude and unprofessional. The place as a whole is really bad when it comes to management, planning, and customer experience. More

I usually like to get my car serviced at this dealership since I thought it was reputable with decent people. Until today and I will never service it at this horrible dealership. I called and scheduled an a since I thought it was reputable with decent people. Until today and I will never service it at this horrible dealership. I called and scheduled an appointment for service with a service person and showed up to dealership only to be told I wasn't scheduled for appointment since I didn't receive a confirmation code.. as if this was my fault. Apparently their service people are pretty incompetent and don't know how to appropriately scheduled a service appointment, pathetic excuse for a service department. They record their phone calls and after I called and told them to access the phone call with proof from the date I scheduled the appointment, they tell me "manager has to access the phone call and we will give you a call." Will never service my car at this dealership again. Was in the market for possibly buying another Toyota and strongly considered this location but not after this display of incompetence. Will take my business elsewhere. Typical display of lying car dealerships. More

Cannot trust this place! Don’t trust the shuttle driver. After pick up, he couldn’t get his GPS to work so he returned to the garage at which point one of the customers (star Don’t trust the shuttle driver. After pick up, he couldn’t get his GPS to work so he returned to the garage at which point one of the customers (started at 3adults, 2 young children), the lone male departeded, seeking other transportation, while myself and the mother had no other options, and a place to be. When backing out again, the vehicles emergency brake system activated when he did not pay attention, almost hitting another customers vehicle. The ride did not get better, he was all over the road, and I encourage the company to pull any video footage if they are smart enough to put it on company shuttles. Then, as I was exiting in the shuttle at my destination, I confirmed with the driver, like I had done with the service advisors in the building before I left, that they would be able to pick me up at 4:50 PM as I had no other means of getting there to pick up my vehicle. And like the two service advisors previous the shuttle driver confirmed this. (there is also a sheet next to the sign-in that says the shuttle service runs until 6 PM) Then when trying to contact the shuttle for my ride and well after I needed to leave, I called, to no response. 4:55pm, still, no one is answering. I texted, no answer. I called the dealerships main line, speak with two people asking about the shuttle, both put me on hold. They came back, still no answers, and I had to disconnect at 5:01pm because I had virtually begged for a ride from somebody who was leaving my office who was now going to be late for their own appointments playing shuttle service. Upon arrival, when I asked what happened to the shuttle, why nobody was answering, and why when I told my service advisor when I would be back, she stated she was going to be there until close, yet, she was gone, I got an answer from one advisor on the phone who leaned back and simply said “she’s gone for the day,” and that was the extent of the explanation I got. 10 minutes go by nobody has approached me like the gentleman on the phone said they would and he got off the phone long before the 10 minute mark. I had to go track down somebody to ring me out so I can go home. At this point, I was told that they needed the service manager because as I just stated, my service advisor was gone, and the shuttle service issues made it so I didn’t want to purchase the service package, which had to be removed now by the service manager. The service manager, who definitely likes her power, immediately started telling me why it’s not their problem with the shuttle, and that the service is just a nice thing that I shouldn’t be reliant on. It’s also not their duty to tell us when they decide that the shuttle person can go home early. Remember, if you purchased their service package, the shuttle service is one of the included benefits. I would be very skeptical on that. We had words about how unprofessional she was and, when I Stated, “if this is how you’re going to treat customers I’m going to go to DARCARS Toyota, (or KOONS Toyota) with both being MUCH closer to home!”, Instead of choosing to fix the issue. She said that was OK with her! I lost it. We had words, I threw the sign in book on the floor because they didn’t need it. I’ll admit my behavior wasn’t something that I want spread around but at least I can admit when I’m wrong. Now, I worked in the car, industry and dealerships have a little secret… they don’t make money on selling cars; they make money on service. So the service manager happily told their main money making option to go somewhere else. I see other people in the reviews stating the same thing. Obviously, this company doesn’t need my service. In fact, they can have a service manager who is more worried about her ego then customer relations or about the monetary impact. Then the fact that I’m going to tell every person I can how bad this auto group is, instead of “just giv[ing] [the customer a] pickle.”* *Car sales should understand that reference. (B. Farrel) More