Heritage Toyota Catonsville - Service Center

I waited at the dealership on March 7 for 4 hours for an oil change and tire rotation. Yet my car was ready in 2 1/4 hours. After waiting 4 hours I inquired about my car with another service advisor (Breann oil change and tire rotation. Yet my car was ready in 2 1/4 hours. After waiting 4 hours I inquired about my car with another service advisor (Breanna wasn't around), who processed me out. When I returned home, I discovered a telephone message from Breanna on my landline that my car was ready at 12:15pm. No call was made to my cell phone, which I had on me. My online appointment informed Heritage I was waiting for my vehicle. Very poor communication in this instance. I'm awarding two stars because the mechanic completed the service timely even though the service advisor's performance was poor. While I appreciate the other advisor's assistance, she was curt and abrupt when I asked a question. I wish there was another service department I was comfortable with. More

I worked with Sarah Doran and she was awesome. I find dealing with car issues so stressful but she made it clear and easy. I loved how you can communicate via text as well! I find dealing with car issues so stressful but she made it clear and easy. I loved how you can communicate via text as well! More

Sarah Doran is top notch in every way. Knowledgeable and offers outstanding customer service. Thanks Heritage. Knowledgeable and offers outstanding customer service. Thanks Heritage. More

They failed my car for state inspection for “streaky” windshield wipers and corrosion on my battery. The same wipers and battery another toyota dealership had replaced not even a year ago. They said th windshield wipers and corrosion on my battery. The same wipers and battery another toyota dealership had replaced not even a year ago. They said they could fix my problems that day for over $100 and I declined as I felt they were trying to take advantage of me. I took my car back for reinspection about 3 weeks later and didn’t fix either problem and they passed me. Huge waste of my time having to go back when my car should have passed initially. I wish I could insert photos of my “corroded” battery and a video of my “streaky” windshield wipers. More

Worst customer service ever. Despite past poor experiences, I decided to try this service center again for a simple oil change. I found nothing has changed. My name was still mis Despite past poor experiences, I decided to try this service center again for a simple oil change. I found nothing has changed. My name was still misspelled, even after more than half a dozen tries to correct it over the past 10 years. They have the wrong car for me in their system, even though I have brought in my car multiple times and told them multiple times they have the wrong car in the system. I had a 10:30 appointment and waited 3 hours before the car was even brought in to the garage to start the service. No one bothered to provide any kind of update on the delay or offered any kind of apology. They simply don't care, which is exactly what I experienced for everyone of my previous encounters here. Since I experienced the same conduct over the past 10 years, it can't be just one or two employees, but is instead an organizational culture. More

On 9/9, I scheduled an appointment for regular maintenance on my Camry on 10/1/22 at 1pm. At 5pm after waiting as planned and being the last one in the waiting area, the Service Advisor informed maintenance on my Camry on 10/1/22 at 1pm. At 5pm after waiting as planned and being the last one in the waiting area, the Service Advisor informed that the work was complete--though clearly the vehicle had not been serviced. I was given the key (without a tag) and told I was unable to receive a receipt and results of the multi-point inspection due to a computer issue. The vehicle was parked in the far back corner of the lot also with no hang tag, and the error message which I had asked be checked and cleared was still illuminated. Rather than admitting to scheduling challenges, being short-staffed, etc. when I went back later that week to speak with a manager about the situation (since my request for a response in writing was not given), I was offered only not to be charged for the "service." Perhaps this was a bad day for this dealership's service department. Knowing that I was misled, my time wasted, and that there are alternatives, however, I'd highly recommend taking your vehicle and your money elsewhere. More

Robin is pleasant in customer service with her smile, kindness, and professionalism. I am glad that my scheduled maintenance was done by her today. Thank you, Hannah kindness, and professionalism. I am glad that my scheduled maintenance was done by her today. Thank you, Hannah More

Great guy and very personable. That is something that you dont get at most dealerships. I recommend getting all your work done at this dealership because of Ron's leadership. Keep That is something that you dont get at most dealerships. I recommend getting all your work done at this dealership because of Ron's leadership. Keep up the great work! Sheldon More

9/23/22 Made an online reservation for oil change, wiper blades and my lane departure warning was not working. Arrived for my 10:40 appt at 10:30. Waited in line to get checked in for 40 minutes. Waited for blades and my lane departure warning was not working. Arrived for my 10:40 appt at 10:30. Waited in line to get checked in for 40 minutes. Waited for shuttle, but no one could tell me when it would come back. Wound up taking an Uber to $15. Went back at 3:30. Advisor got paperwork together & had me sign. Unfortunately, it wasnt MY paperwork. Got mine and did they: Change oil----YES Replace wiper blades----NO Fix lane departure warning----NO Completely unacceptable. Will I take it back? Unlikely. I have bought 3 cars there in the last 6 years. Totally frustrated. More

Horrible customer service. Steer clear of this dealership when having your vehicle service. All day event. Steer clear of this dealership when having your vehicle service. All day event. More