Heritage Volkswagen Catonsville

Repeat Visits Within the last 12 months, my car has probably been serviced more than 25 times. During the visit on April 22 or 23, I had to take it in yet again to Within the last 12 months, my car has probably been serviced more than 25 times. During the visit on April 22 or 23, I had to take it in yet again to fix a noise on the passenger side front door. Supposedly it was fixed -- a week later, I took it back and mentioned to John that I could still hear that noise in the door. Something else was done, but it still didn't fix the problem. I once again scheduled an appointment for May 28th, a door panel was ordered (but for the driver's side, not the passenger side). Unfortunately, John was on vacation and Jerica took care of my vehicle. She called me to advise that the door panel was on but not secure, and they were not comfortable with me driving my car as it was. A loaner car was scheduled for me and my car was to be ready the next day, it was not. Come to find out, John had ordered the panel for the passenger door and not the driver's side front. My car was finally ready after two days on May 31st. On Monday, June 2nd, (took a vacation day from work) I took my car in again because it was still making noise. I did not schedule an appointment, I came in to have my windshield fixed (rocks had put scratches on the window and I fixed them before they spread over the entire windshield). I told John that the door still made that noise and my car was miraculously fixed that day. Just the inconvenience alone is just too much. I would like to mention that I have had my car in for service (not regular maintenance) for 73 times since purchasing my car - REALLY!!!! More

Russel VW did a great job! Samantha was wonderfully helpful! Apparently, I had more than 1 recall to be fixed on my vehicle & the center completed them all in a very timely mann Samantha was wonderfully helpful! Apparently, I had more than 1 recall to be fixed on my vehicle & the center completed them all in a very timely manner; free of charge to me. My vehicle was also washed and vacuumed on top of it all!! I've owned my vehicle since April of 2012 and this was my 1st positive experience. Thank you!!! More

Jerica and John: The Dynamic Duo This is by far my favorite VW dealership in the Baltimore area. I have taken my car to other VW dealerships (Laurel, Pasadena) and do not receive the This is by far my favorite VW dealership in the Baltimore area. I have taken my car to other VW dealerships (Laurel, Pasadena) and do not receive the same level of service and attention that I do here at Russell. I enjoy bringing my car in where I am met by professionals who quickly check me in and consult with me about my car. I would like to commend Jerica (sorry, forgot her last name) and John Akers for their exceptional customer service and consulting skills. Without asking, they always think about the little things and anticipate my questions regarding car wash, car vacuum, and calling a shuttle for me. This high level of customer service and attention to detail is why I keep bringing my car back to Russell. Thank you for a job well done! More

Service My service experiences have always been good. John Akers usually takes care of my service visits. When he has not been there everyone else has been My service experiences have always been good. John Akers usually takes care of my service visits. When he has not been there everyone else has been good. More

Service It was only my second time there. With all of my other cars I went to jiffy lube where things are a little quicker but I feel I received better qualit It was only my second time there. With all of my other cars I went to jiffy lube where things are a little quicker but I feel I received better quality. Job well done More

Excellent service My VW Jetta TDI needed 125,000 mile service. Service agent was knowledgeable and repairs were done quickly. He understood my needs and had the correct My VW Jetta TDI needed 125,000 mile service. Service agent was knowledgeable and repairs were done quickly. He understood my needs and had the correct part to resolve my problem (decline of speed on hills). I continue to be impressed by VW service. More

This dealership reneged on a verbally agreed upon price after I spent 6 hours with them. I was half way through signing the purchase paperwork when I noticed the discrepancy. They pretended they thought I after I spent 6 hours with them. I was half way through signing the purchase paperwork when I noticed the discrepancy. They pretended they thought I agreed to a price that was $500 higher than I had. After I insisted I had not agreed to such a price they chalked it up to a miscommunication. However, I can't possibly understand how it was a miscommunication since I had shown them early in the day the price of their own printed ad and said I would only buy if it was less. The salesman literally held the printed ad in his hands and we discussed the price amount many times. Despite the problem of the offer price now being $500 higher than I agreed to, the dealership offered only a $200 reduction in price to compensate for any ill feelings I had. Since I had caught their salesman in a few minor lies to me earlier in the sales process, I had no more trust in the dealership at this point. The result was I left without buying a car from them. Although everyone was friendly I felt like they were trying to swindle me for a few hundred dollars at the last moment. In addition, they misrepresented their no haggle policy on the price of used cars. At first they stated they absolutely will not haggle on the price of a used car. Similar to CarMax. However, later in the day, after I left for lunch, I was specifically led to believe that I could haggle on used cars and was invited to return to the dealership to do exactly that. Which turns out to be bogus because when I returned the salesman said he spoke to the general manager for me. He said that I had won a price break (on a no haggle priced used car). Yet later on when the $500 price problem came up the general manager stood by their policy of no haggle pricing as if he never even spoke with the salesman! At worst, this dealership materially lied to me multiple times and tried to increase the price at the last minute thinking I would pay it anyway. At best, they made a few soft lies and several miscommunications. Bottom line for me is that they didn't honor the price I thought I was getting, I can't trust their company anymore, and I wasted 6 hours. More

Russel Automotive offered me the best possible service available. They were able to match my needs and assist with finding the right financing. I highly recommend their services to anyone interested in pu available. They were able to match my needs and assist with finding the right financing. I highly recommend their services to anyone interested in purchasing a new or used vehicle. More

Denny was great and very kind to our family while we traded in our old car for a Eos we now lease. Everyone took notice of our daughters snuggle tooth which was a awesome experience for her. Thanks fo traded in our old car for a Eos we now lease. Everyone took notice of our daughters snuggle tooth which was a awesome experience for her. Thanks for all the grat work! More