Heritage Toyota Catonsville - Service Center

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

I love working with Robin Yokum. She is a treasure and profoundly customer service oriented. She deserves a raise for how well she handles the pressure when selfish, irate customers She is a treasure and profoundly customer service oriented. She deserves a raise for how well she handles the pressure when selfish, irate customers can’t seem to be civil in a world where patience is a virtue and the pandemic has made everyone’s life a little more frustrating and complicated. More

Sales department is great. Low pressure knowledgeable as is the finance department. Service is great but slow Since they seem to be short handed since the pandemic. Robin is th Low pressure knowledgeable as is the finance department. Service is great but slow Since they seem to be short handed since the pandemic. Robin is the best at finding coupons and specials for service and repairs. More

Went for service to fix the error code that appears on my dashboard and got a bad experience. Service advisers (two ladies) very very rude. Will not bring my car there next time. Not welcoming, not approacha dashboard and got a bad experience. Service advisers (two ladies) very very rude. Will not bring my car there next time. Not welcoming, not approachable. After waiting for 6hrs, nobody called me, I called and nobody can tell. I pulled out my car and nothing has been done. More

I would recommend this dealership to anyone. This is one of the best I've experienced This is one of the best I've experienced More