Heritage Toyota Catonsville - Service Center

VERY UNPROFESSIONAL I've spoke to Dirk Fye regarding the matter and was offered an apology, however I feel that an apology based on the situation speaks to the nonchalant I've spoke to Dirk Fye regarding the matter and was offered an apology, however I feel that an apology based on the situation speaks to the nonchalant nature of the environment at the store when it comes to the level of customer service provided within the parts department. My encounter was not only unprofessional but out right rude and disrespectful from one human to another. Based on this experience I will not recommend this location to any customers looking for parts. This may go unnoticed within the organization however my occupation within the auto industry will make notice to all who inquire about my thoughts regarding the store. More

27 years and this is the thanks I get May 19, 2017 Mr. David Allen,Service Manger Heritage Toyota Catonsville 6324 Baltimore National Pike Catonsville, MD 21228 Dear Mr Allen, I May 19, 2017 Mr. David Allen,Service Manger Heritage Toyota Catonsville 6324 Baltimore National Pike Catonsville, MD 21228 Dear Mr Allen, I have always been taught when life deals you a bunch of lemons, add some water, sugar and make lemonade. This practice I have also passed on to my children. Well this morning at 9:00am, little did I know that Heritage Toyota Catonsville would be the produce section of my morning. Let me first give you a bite of history of my dealings with Heritage Toyota of Catonsville AKA Russell Toyota. This is my 3rd Toyota being serviced at your dealership. I had a 1990 Toyota Camry which lasted me for 13 years with 375K miles, a 2004 Toyota Highlander with 260K, and now a 2015 Venza. I always looked forward to the great stories and precise advice given by a long time Service Advisor Mr. Marvin Bryant (retired). When he retired I wanted to cry, I never questioned his advice I knew from start to finish I would leave a satisfied customer. Since his retirement I have had countless service advisors and a list of complaints. The first lemon I got, was the Advisor assigned to me was absent, Chelsey Hill. Oh well it’s only an oil change and tire rotation what could possibly go wrong. Let’s get some water and sugar prepared just in case. I arrived about 11:15 am greeted and escorted to my Service Advisor a gentleman seated next to Chelsey’s desk forget his name, I tell him what I needed and what was the approximate time of my visit he quoted 1.5-2 hours I said ok I have 1:00 appointment in my office maybe I will wait but no that cutting it too close. I will take the shuttle back home. I signed the Shuttle Log, and sat in the waiting area, well an hour has passed and I’m still waiting on the shuttle, I go back to my Service Advisor (still can’t recall his name) and ask how much longer on my car since I’m been here at least an hour and maybe by some miracle my car might be almost ready ( I start pouring in the water for my lemonade) Oh no sir we are running way behind . Finally the shuttle arrives and takes me home where I arrive just a few minutes before 1pm . He gives me his card, and the process for getting back to the dealership, I tip him and proceed to make my appointment. I received a call around 2:30 pm stating my car is almost done but there are a few service recommendations I should consider (totaling $600) no, just my oil change and tire rotation will be sufficient. Well we will call you once the car is complete, I respond that will be fine. I received another call approximately 30-40 minutes later stating my car is ready. Thank you very much. I recall the Shuttle Driver telling me to call, I found the card and called the first number no answer, so I left a message, ( grabbing the sugar for my lemonade) so I call the 2nd number a gentleman answers with an accent and proceeds to tell me to call the other number, I told him I did but there was no answer he then proceeds to tell me to call the other number again. Beginning to get a little heated (water and sugar added to make lemonade it’s getting hot better add some ice too) Wow the driver is telling me to call the other driver. I hesitantly did, and he answered, I told him I needed to be picked up he said he was in the Columbia area, he needed to drop someone back at the dealership and he would come and get me, I give him my address/phone number . (it’s after 430pm trying to sip on this lemonade) it’s 530 not 6pm no shuttle driver no call, getting nervous it’s Friday and the service Dept closes soon. I call both numbers again NO ANSWER !!! (I need a taller glass of lemonade) I call the Service Dept, maybe an operator around 6:45 pm now concerned no call/no show, I explain my plight to the operator, He (didn’t get his name) tell me that the shuttle guys are gone for the day (yes I’m sure) however he spoke with a Manger and they will send a car to get me. Sounds a little far-fetched but ok they will be to you shortly. I then grab my Gallon jug, lemons, water and ice and sit outside on my porch (it’s raining but it feels good and trying to stay positive) Well now an hour has past and No Shuttle and No Car and no one if answering the Service Dept phones. It’s now almost 8pm I call the Sales phone line speak with the receptionist and explain my frustration and the fact that I have been lied too, ignored, lied too again, and still I don’t have my car. Ok My lemonade is beginning to get hot, the ice has melted because this bad situation is getting worse by the hour. I said to the young lady maybe I will just get an UBER and give you the bill, since your company runs a poor shuttle service. Well by this time I have completely had it and lemons, ice, water, and the pitcher are all in the floor. I make one final call I’m coming to get my car just have my keys and car visible. I asked a neighbor to take me to your FORSAKEN Dealership. I get there and encounter the cashier who is trying to hold it together since she sees that I have livid, and not happy. I told her that I should not I have to pay a dime for the poor customer service I received on today. Unfortunately this is just beyond her scope and authority. No more lemons, no more sugar, no more water, I refuse to accept what you are selling Heritage Toyota of Catonsville. It took me 9 hours and $78 to learn that some people, places, and things should not be allowed to inconvenience me and sell me lemons when you have lost your ability to provide quality and honest service and a glass of lemonade as a token of appreciation. All I wanted was my car fixed and from the time I got there I had to try and make a bad situation good, absent staff, inadequate shuttle system, passing the buck staff, no one willing to see that the customer got through this bad situation, no Manager of any kind at the Cashier desk to apologize, offer me a glass of lemonade. I got to me car (dirty after they asked if I wanted it washed 9 hours) and made a decision. My season to patronize this establishment has come to a close, the personable service of a Marvin Bryant, Cindy, and others are days gone. So this is my last visit, my last $78, my last car, no good ratings, referrals you will receive. Regrettably Submitted after 27 years Timothy McFadden Customer Number 40110 More

Top Notch Customer Care! I needed service for my 2008 Matrix quickly and this was my first time at Heritage. I had trouble finding the entrance to the service area because I I needed service for my 2008 Matrix quickly and this was my first time at Heritage. I had trouble finding the entrance to the service area because I came in the back way and I had to stop a few people to ask. I wish I know their names because all were courteous and helpful. Most of my interaction was with Chelsey Hill. She is an amazing Asst. Service Manager with outstanding customer care skills. Ms. Hill led me through the details, kept me informed as the service progressed, and answered my questions about body/collision services (outside of her dept.) My stay was short and sweet! And I will be back. More