Heritage Toyota Catonsville - Service Center

Eric has been a great help, He informed the issued of my car and suggested what the next steps for me. Great work! keep it up. Happy Client. car and suggested what the next steps for me. Great work! keep it up. Happy Client. More

review Chuck as always was a pleasure. Very knowledgeable. Efficient and effective. He always makes good recommendations. I will always be a faithful custome Chuck as always was a pleasure. Very knowledgeable. Efficient and effective. He always makes good recommendations. I will always be a faithful customer and recommend. More

Our family has been a loyal customer with Russell Toyota since 1987. Since then, we have purchased/leased eight cars from Russell and been extremely pleased with our experience there in terms of both sales since 1987. Since then, we have purchased/leased eight cars from Russell and been extremely pleased with our experience there in terms of both sales and service. Terry Irish was my service rep during my latest visit to Russell when I brought in my Toyota Corolla for service. I found her to be very courteous, friendly and, above all, very knowledgeable in explaining the service needs to the customer. More

I am always pleased with the honesty, promptness, and the problem resolution at Russel Toyota. My 2010 Toyota is the second Toyota I have owned, and if I ever buy another, it would be from Russel Toyota! problem resolution at Russel Toyota. My 2010 Toyota is the second Toyota I have owned, and if I ever buy another, it would be from Russel Toyota! More

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