Heritage Toyota Catonsville - Service Center

Terry Irish s always very professional and she makes my experience great each and every time I bring my car in for service. I look forward to working with her again. experience great each and every time I bring my car in for service. I look forward to working with her again. More

I was very pleased with level of response and service received from my arrival to departure .I also enjoyed the wonderful waiting area .Thank You received from my arrival to departure .I also enjoyed the wonderful waiting area .Thank You More

Great post delivery experience - Brittany and Austin are true examples of great service. The person who handles rentals was also a true joy to deal with true examples of great service. The person who handles rentals was also a true joy to deal with More

On 8/10/2013, I took my Toyota Highlander 2010 for oil change at your dealership and had a very worst experience and will not visit your dealership. I had the appointment for 3 PM, and I was there at 235 change at your dealership and had a very worst experience and will not visit your dealership. I had the appointment for 3 PM, and I was there at 235 PM. The service advisor was very rude and instead of welcoming me asked, " what you need". I told him that I had to get the oil change on my Toyota Highlander. He get some basic information, and told me that it should be ready by 345 PM, and he noted that time on the order form, which I initialed. I spent my one hour there and around 340 PM, went back to him and asked him in the status of my car. He said it normally takes one hour thirty minutes to do oil change. I had been to so many Toyota dealerships in my last 15 years, as I always have Toyota as my primary car, and no other place do the oil change in one hour thirty minutes, unless dealership has incompetent technician to do the work. I waited another half an hour and went back to service advisor and asked him the status again and he said it should be pulling up any seconds. I waited........and after 15 minutes, asked him where is the car. The service advisor asked me to provide him my last so that he should pull my record. I provided him my name, cell number, and home number and he was unable to find my information in the system. Every time, he was asking me if my last name ends with CHEK, which was some other customer. He starting running to other counters to find where is my car. After ten minutes, he came back and again asked me for contact information, which I provided him and he again asked the same stupid question, 'Is your last name is CHEK, I said no and in the meantime one lady came and said that is her last name. He said OK; your car is pulling up in a minute. The time now is 445 PM, an hour behind promise time. I asked him again, where is my car and he said give me a minute and after five minute, he directed me to another service advisor and asked me to go to him as he has all my paper work. I went to the other service advisor and he said give me 2-3 minutes; I am printing all the paper works. Around 450 PM, he gave me the paper work and I went to the cashier and paid the oil change charges and came back to the front around 455 PM, and my car was still not there. I waited another 5 minutes and finally at 5 PM, my car was pulled in to the garage. There was no remorse or apology for been so late and the service advisor has no courtesy to even say the work as THANK YOU for your business.I am planning to sent an e-mail to Toyota Corporation to ask them, what is the recommended time a customer should wait for oil change. In Illinois and North Carolina, most (not all) of the Toyota dealership has the advertisement of oil change in 30 minutes, else it is free. How come Russell Toyota did the oil change in 2 hours and 15 minutes? Does there staff need more training or are they slow or incompetent to perform job in a timely manner? More

Mark Ryan was very professional and accomodating. The entire staff was ready to assist me. I observed professional treatment and positive attitudes of the staff as they service other customers before me entire staff was ready to assist me. I observed professional treatment and positive attitudes of the staff as they service other customers before me . This gave me confidence that i would receive good service. My wind shield was fixed with no out-of-pocket cost to me. My windshield looks realy great. I would highly recommend Russell Toyota 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

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

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

Went there for regular service maintenance, very pleasant experience. Friendly and efficient. They do exactly what is needed, so you don't end up overpaying for work you did not have to have done in the fi experience. Friendly and efficient. They do exactly what is needed, so you don't end up overpaying for work you did not have to have done in the first place. The waiting area is very nice and clean. More