Heritage Volkswagen Catonsville - Service Center

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

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

George is the reason I give Russel Volkswagen a high rating. My beetle is 10 years old and needed quite a bit of work when I took it to the Russel shop. George was very friendly, arranged for a loaner c rating. My beetle is 10 years old and needed quite a bit of work when I took it to the Russel shop. George was very friendly, arranged for a loaner car, and thoroughly explained everything that needed to be done. I'll admit I was rather distraught at the total price of repairs, but George helped me to prioritize the repairs, so that I could focus my very limited budget on the most important things. He patiently explained which items affected safety, so we could address those repairs first. He made alternate suggestions that would improve the car's performance and add to the lifespan of the parts I couldn't afford to replace at the time. George made me feel more confident about the choices by saying, "If it were my car, here's what I would do." When another part unexpectedly broke during the repair, George replaced it for free. I definitely recommend Russel Volkswagen, and highly recommend that if you take your car there for service, you speak to George. He is the best! More

I bought my car from Russell VW and always have it serviced here too. The staff is always so nice to me and I can get in and out quick. With working two jobs this is great. Rebecca is who I call in serviced here too. The staff is always so nice to me and I can get in and out quick. With working two jobs this is great. Rebecca is who I call in service to schedule anything I need done and she has been so friendly to me. They really treat you nice here and I never dread going. Thank you! More

Well, they've done it again! Jeremy Martin and his crew have eased the pain for me of yet another car accident. Everyone was friendly and supportive. I know that I could not have gotten better service a have eased the pain for me of yet another car accident. Everyone was friendly and supportive. I know that I could not have gotten better service anywhere. In fact, I want to write Subaru Headquarters about it, too and need an address. Why? If you knew how particular I was about my car, you would understand; my expectations are high. With that said, I could not find anything to fret about. I got my car back in pristine condition and I am very satisfied with the work that was done. More

The parts department went out of their way to get me the part i needed when everybody else told me it would be a week they got it for me the very next day.I appreciate the way they made what was important t part i needed when everybody else told me it would be a week they got it for me the very next day.I appreciate the way they made what was important to me a priority to get me back on the road. More

I have gone to Russell since I purchased my Jetta there in 2001. The service department is HORRIBLE, The three service agents are probably the worst service agents in the world! A super long story short: a in 2001. The service department is HORRIBLE, The three service agents are probably the worst service agents in the world! A super long story short: a valet cursed at me (f-word) when I walked in the door for wearing a Ravens scarf, then John argued with me about $125, then Karwin spoke condescendingly to me. I thought was it, but after all that I agreed to have them complete the work on my car (should've NEVER done that). I went to the waiting area and heard one agent start talking about me and the questions I was asking to the other agent. He discussed how I thought he should cater to my needs and that I must feel entitled. THEN a third agent inserted her 2 cents on the subject. It was completely inappropriate. Agent one is supposed to be the manager and engaged in this type of behavior with his employees, deplorable! I called the General Manger of Russell and left messages, I have yet to receive a call back. Another display of HORRIBLE customer service! NEVER EVER EVER go to Russell Volkswagen. Ankers Automotive up Rt. 40 is wonderful, as someone else stated! Right after leaving Russell that afternoon I went to Ankers and he brought my car into the shop and diagnosed the problem. I took my car there a week later to be fixed. I will never go to Russell again for anything! More

I can not believe these people! Every time I go to Russel VW on Rt.40 I have a horrible experience. I will start with today, it took 2hrs for these people to change my oil! What!? How do other places take VW on Rt.40 I have a horrible experience. I will start with today, it took 2hrs for these people to change my oil! What!? How do other places take a half hr. or so? Then my car was finished and the service advisior took the key to the cashier, no one ever called me up to get the key back (yes, I waited while they completed the 2hr oil change). I sat for another 30min, until I was really ticked and asked the service advisior if/when my car would be ready. She said, "oh, it's been ready, the cashier didn't call you?" I thought, "No, idiot, that is why I just asked you! Plus you knew I was sitting there, why didn't you say anything?" I have always hated this place, everytime I go in they want another $800 for something. Here is another unsatisfactory comment - I brought my car in a couple years ago for them to replace a recall, then a year or two later those things they replaced (engine coils) are broken again. Did they really replace them the first time?? I doubt it, now I ask to see the parts they "fix." I ended up having to pay $850 to fix it all. And it was VW's fault in the beginning they are the ones that made the car wrong in the first place. I held up my end of the bargain and took the car in for the recall VW Russel and VW did not hold up their end. I contacted VW and they sent me $150 voucher towards a new car, WHAT!?!? On top of that, it expired in 3months..... What a smack in the face, like I would ever buy another VW. NO WAY! More

My car was in for 80K maintenance. Jetta was not ready when they told me it would be. They said to come in and get a "loaner". I did, this was my first experience doing this and thought I was in good ha when they told me it would be. They said to come in and get a "loaner". I did, this was my first experience doing this and thought I was in good hands, I trusted my car to them, didn't I? I go in and the receptionist calls someone and he comes in and puts a key on the counter, she tells me it is out there, the silver Jetta. Nothing to sign, nothing, simply handed me the key and said "see ya later". So I drive home and my son looks at the front fender and it was cracked, big time. I said, they must be aware of it becauses they just told me to leave with it. Was I ever wrong!!!! When I returned the car, the blonde woman service manager came stomping in to find me at the cashier and begins yelling, yes yelling, at me "THAT CAR WAS BRAND NEW WHEN YOU TOOK IT OUT OF HERE!!! LOOK AT ALL THE DAMAGE YOU DID!!!" I said the damage was there when I got it. She (still yelling) said no, she drove it the week before me and it was fine. I again said, NO, the car was damaged when I got it. We went back and forth in the parking lot until the stupid woman finally said " I am getting the service records". She marched off in a huff, I was pretty mad myself be accused of being a liar and cheat isn't nice. She comes back, opens the file and (thank goodness) the damage was noted in there before I used it. No apology at all from this mean woman, none, all she did was say "OH, I know who it was now, ...." I didn't give a hoot who did what to this car at this point. Anyway I would never go there just to avoid this woman that seems to hate her job. Oh, on the repair bill, it said they replaced my windsheild wiper, I turned them on, Nope, same old broken one still there. They credited me the 15.00 charge but I still wonder about the things I can't see that they said they repaired. I will never ever go there agian, even with the free oil change coupons, NOPE. More