Heritage Volkswagen Catonsville - Service Center

I have been taking my car to Russel VW for more than 10 years. Sam is a total pro and is great to work with!!! years. Sam is a total pro and is great to work with!!! More

The the HERITAGE VW DEALERSHIP IN CATONSVILLE MARYLAND, The HERITAGE VW DEALERSHIP IN CATONSVILLE MARYLAND is by far the worse dealership experience that I’ve had and it fell very short of the experience I The HERITAGE VW DEALERSHIP IN CATONSVILLE MARYLAND is by far the worse dealership experience that I’ve had and it fell very short of the experience I expected when I had my car taken there. My car had an issue due to it not accelerating past 20 mph. At the time we didn’t know why, so they ran a diagnostic, and informed me that the throttle body was damaged. I gave them permission to fix it because I trusted that they knew what they were talking about. After replacing the throttle body, the adviser “John Askers” called me and said that the car is still behaving the same way it did prior to replacing the throttle body, he then told me that they found a dead rat stuck in the turbo and that it would need to be replaced and that I should file a claim with my insurance company, which I did. My insurance company declined to pay for the throttle body replacement because after they looked at it, they concluded that the throttle body wasn’t damaged and that the car was initially misdiagnosed. However, John Akers and the dealership kept insisting that the throttle body was damaged and that I would be responsible for $1300 out of pocket. John Akers kept trying to explain/convince me that based on the codes they got from the diagnostics, the logical explanations was that the throttle body was damaged. I asked them is it possible that the turbo was the only thing that was damaged but affected the throttle body? he said no because there is no way to know unless you fix the first thing that came up on the code sheet. So I called another VW dealership and explained the scenario to them and the advisor from the other dealership said that the technician that did the initial diagnostic should have checked the turbo also because the throttle body and the turbo works as a system, so he concluded that the initial diagnostics that pinpointed at the throttle body was wrong. Now that’s 2 professional opinions stating that the initial diagnostic was wrong and that the throttle body was never damaged. I insisted to John Akers that I’m not convinced that the throttle body was ever damaged, based on the fact that the car didn’t improve when replaced and that the process was flawed. He said that I would have to pay for the labor if they have to put back the old throttle body and the car still doesn’t work. Luckily, I stuck with my guts and asked them to put back the original throttle body and that if it doesn’t work I’ll pay the full amount. They did and called me back and told me the car is running as designed. Long story short, the dealership displayed a level of incompetence and common sense that I didn’t expect a certified dealership to have. By asking questions repeatedly and doing my own research I was able to save myself $1300. Unfortunately, due to this issue, my car spent an unnecessary amount of time sitting in their lot, killing the battery. I had to spend another $200 to buy a new battery. If you’re working with this dealership, make sure you asked a lot of questions, as for me I’ll never use them again. More

Service visit Appointment was for 9:15 am. My car was in for routine oil change and replacement of rear signal light. I waited for my vehicle and it was completed Appointment was for 9:15 am. My car was in for routine oil change and replacement of rear signal light. I waited for my vehicle and it was completed in about an hour and a half. (There were four people in before me. ) I was able to go on with the rest of my day. More

Amazing and timely service my service advisor Samantha Hollenbaugh was so helpful. and was very prompt with my estimate for my repair. i will definitely bring my car back for an my service advisor Samantha Hollenbaugh was so helpful. and was very prompt with my estimate for my repair. i will definitely bring my car back for any further repairs or maintenance. More

Avoid this place and save your time and money This was the worse service experience of my life. Employees are extremely rude and incompetent. My whole morning was wasted while waiting for people t This was the worse service experience of my life. Employees are extremely rude and incompetent. My whole morning was wasted while waiting for people to do their job. Service employees were constantly complaining about how miserable they are and complaining about their job right in front of customers. If you are that miserable at you job then quit! But don’t take your anger out on my car, by slamming my car door and expressing a nasty attitude right in front of me. It’s a very toxic environment to go even for an oil change. We try to give -0 rating to this service center. More

Brakes Needed brake rotors and pads on my 12 year old vw jetta. Scheduled a 9am appointment the night before and they took care of me within a few hours with Needed brake rotors and pads on my 12 year old vw jetta. Scheduled a 9am appointment the night before and they took care of me within a few hours with shuttle service over to a shopping center where I could work. Great experience, Michelle was great, thanks for everything Michelle! Fast, friendly and great to talk to. More

Trip to a good service ctr. car. Have owned a vw for 7 seven yrs. Hertage dealership have service my vw all of the visit have been a good experience in terms of price , service car. Have owned a vw for 7 seven yrs. Hertage dealership have service my vw all of the visit have been a good experience in terms of price , service quality of work ,and professional attitude. I would recommend this hertage dealership to everyone. More

Best experience ever. This is my first VW. I am happy with my Atlas so far. Michelle Ramsey provide excellent customer service. The buying experience was awesome. Very hap This is my first VW. I am happy with my Atlas so far. Michelle Ramsey provide excellent customer service. The buying experience was awesome. Very happy customer so far. More

Great service! Punctual, friendly, and reasonably priced. Came in for the 60,000 mile service on my Volkswagen Beetle 2013. Michelle Ramsey and team did very good work, which included replacement of CV boots. Came in for the 60,000 mile service on my Volkswagen Beetle 2013. Michelle Ramsey and team did very good work, which included replacement of CV boots. More

Andrew Kolbe is the Epitome of Customer Service This review is long overdue regarding my experience with Service Manager Andrew Kolbe. I was in a car accident and was going through a nightmare o This review is long overdue regarding my experience with Service Manager Andrew Kolbe. I was in a car accident and was going through a nightmare of a time with the insurance company and the service shop they sent my vehicle to. As the process escalated, I reached out to Heritage Volkswagen Catonsville and met Andrew. From the moment I met him, he made the situation so much better. I was being put through complete xxxx after my accident, and Andrew came in and immediately provided me with the knowledge, support and consistency that I desperately needed. Andrew took the time to explain the technical details of my issue to me, as many times as I needed and provide recommendations on my way forward. I interacted with him multiple times over a few weeks and every single time, he was consistently the same, amazingly awesome. His communication and attitude throughout the entire process was empathetic, patient, kind and caring. There were times I was literally in tears as we discussed my situation, and each time Andrew took the time to listen, explain and eventually do what he could to make everything better. My thoughts throughout the interaction with Andrew and still today are that he is the epitome of what a manager should be and how customer service should be provided. I feel like the magnitude of what he offers and the resulting experience is difficult to place into words. Empathy and emotional intelligence are vital in customer service, and difficult to teach. Andrew is clearly naturally strong in not only his area of expertise, but these too important areas as well. If there is an award or recognition that is available to recognize the ideal manager, one who’s behavior is that which customer service training should be modeled after, Andrew most certainly deserves this. There is a saying, people may forget what you said, but they will never forget how you made them feel. In the case of Andrew, I was left with a wonderful feeling, that of having someone who genuinely cares about their customers. Andrew, thank you a million times!!! More