Heritage Volkswagen Catonsville

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

I had notice a scratch on the right rear lens of my vehicle after I washed and dried the car after having it for about a week or so. After noticing this I was upset about it but not to the point of ma vehicle after I washed and dried the car after having it for about a week or so. After noticing this I was upset about it but not to the point of making some type of scene or anything. Right after the wash and dry I took my car directly back to Russel and informed them of the scratches. At first Mr. Jeff stated that they could not do anything, but when he had spoken to Mr. Cohen, the both of them looked at the area and it was decided that the lens would be replaced to no cost to me. Truly Russel treats their customers with full and undivided attention. The lens has to be ordered and will notify me when it comes in. Without cost to me. Russel VW truly made my day. More

After returning to the Maryland area, I returned to a previous salesperson whom I had a positive experience. David Lawell is very customer oriented and not only ensures that the car you purchase is the previous salesperson whom I had a positive experience. David Lawell is very customer oriented and not only ensures that the car you purchase is the one you want and meets your needs, he does what it takes to make the deal. Dave is also very reponsive and follows up as promised. My purchase of a 2012 Golf TDI Tech package is by far the best car I've ever owned. By asking questions about my wants and needs in a car, Dave help guide me to the Golf TDI - letting me make all decisions along the way. This car feels 'right' for me, and even though Dave felt it was the perfect for me, he helped bring out what was most important. Dave then helped beat a deal from another local dealer. They may have not made a lot of money,but they did reacquire a loyal customer as long as Dave work there. After experiencing a post sale issue with the financial deal, Dave worked for two months trying to correct the error. I was becoming disenchanted with the post sale support by others (not Davis). After newly hired, General Manager Michael Colman was informed of my issue by Dave he promptly corrected the error to my satisfaction. Michael, like David is very customer oriented. Hopefully under his leadership, the entire dealership will focus on making customer service their top priority. I wouldn't mind paying more for a vehicle as long as the customer support pre sales, during the sale, and afterwards is top notch. A customer wants to feel that the dealership believes that they are important - these two individuals hae made me feel this way. I've also had very positive experience with the service department recently. I won't give out his name but I will continually ask for the same service tech. He is very good. I'd recommend to everyone to find a service tech they like and develop a relationship. This will help with your service experience hen needed. I always ask for the same tech. If you are in the market for a new Volkswagen be sure to look David Lawell up at Russel VW. I doubt you'll be disappointed. If you do happen to run in to a rare issue that you cannot get resolved, ask for Michael Coleman and I'm sure he will do his best to resolve the issue and ensure you are satisfied. More

Dave Lawell and Russell Volkswagon made the car buying experience easy and painfree for a family of four! After visiting three previous Maryland dealerships looking to trade in our Jeep SUV in for a mi experience easy and painfree for a family of four! After visiting three previous Maryland dealerships looking to trade in our Jeep SUV in for a minivan, we found ourselves at Russell Volkswagon. With two small children ages 5 and 2, we don't have a lot of time or patience to be spending an entire day on a dealer's lot. We researched the Routan and found a certified pre-owned at Russell that we wanted to test drive. Dave worked with us to ensure we had the monthly payments where we wanted them prior to even taking the vehicle for a test drive. When we arrived, Dave even helped remove carseats from my Jeep so that we could load them into the Routan for the test drive. We were allowed to test drive the vehicle by ourselves which I always appreciate. Once we knew we wanted it, we were at the dealership for less than an hour doing admin things like credit check, etc. We left, and returned about 4 hours later to a fully detailed van ready for us to take home. We spent about another 30 minutes in the dealership signing paperwork. By that time, they were closing for the night. Dave walked out with us and on his own time, spent an extra 45 minutes with my husband and I going over every detail and option. Dave's professionalism and his old school value & respect of customers will keep us coming back to Russell VW forever. More