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November 2023 by joseph dupuis
After my experience I would not recommend taking your car here for service. I have a 2022 RAV4 with under 4k miles on it. I had a 2:50pm appointment for Toyota care 10k, which includes an oil change, tire rotation, and fluid top off. I didn't get out of there until after 5. The tech that did my oil change told me that the coolant reservoir was empty, when I got home and opened the hood a few hours later it was over the full line with the engine cold. The technician had spilled oil in the engine compartment, and chipped and scratched all 4 wheels around my lugnuts when he removed my tires for rotation. Maggie, the service manager, tried to make it right, but when I came to pick it back up after dropping it off to have these issues addressed part of my engine compartment was still stained, my wheels still had some chips in them, the color match wasn't very good where it was repaired, and there was a new stain on the side of my car (which did come out with de-greaser). Maggie looked and agreed that there were still chips on the rims and went and got a rag with de-greaser to try to get the stain out of the engine compartment (which I used to clean the stain off the side). Then a service technician that said he had looked over the vehicle started to get argumentative over the state of the wheels saying there was no way to avoid scratches on the wheels around the lug nuts when removing them (I had another Toyota dealership perform the first service and they managed to not scratch and chip my wheels when they did the rotation so I know it can be done). Maggie had to tell him to look at a wheel, and once he did he agreed that it was not fixed. Maggie again said she would try to make it right, but after the service technicians attitude toward the situation I'm not sure that I'm comfortable taking my vehicle back for a second try. It might seem like I'm being picky, and it is all cosmetic, but I spent a lot of money on this car. My vehicle left the dealership in worse condition than I brought it in, care was not used when servicing my vehicle, and while they tried, and there was improvement, the fixes did not restore, most importantly, the wheels but also the engine compartment to the original state they were in when I brought the vehicle in. When I initially came in for service the wheels were in perfect condition and the engine was dusty, but had no stains. It should be me putting wear and tear on my vehicle, not the dealership. And if they do any damage to it whatsoever it should be completely fixed, not kind of fixed. The first 16 photos are after the initial appointment, the last 12 (starting with the stain on the side) are from when I picked it up after they attempted to fix the wheels and clean the stains.
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November 2023 by Matthew Baker
Had a great experience buying a Corolla Cross Hybrid through David Day here! He came recommended to me, and I certainly pass that recommendation on. He was very helpful, honest, straightforward, and didn’t do any of the pressure tactics you see elsewhere. Overall Heritage Toyota has a wonderful sales department that will help you find what you’re looking for at a fair price. Thanks for making this painless!
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November 2023 by Kalyan Nallapaneni
Racism incidentA loyal customer for the past 6+ years, bought a car and regularly serviced 2 Toyota cars from them.Last service went terribly bad, and after complaining and proving a 'racist / discrimination' event, the concerned employee was let go, most probably they worried about bad press.After wasting closer to 8+ hours of my valuable time (and of course the mental agony from the event), not even an apology was issued or said. Their own employees confirmed that this happened multiple times and I was not the first one.In the past 6 years, the attitude of the service teams and the quality of service hit the rock bottom. At the same time, their greediness has gone thorough the mountain tops that, they gave me an all urgent repairs quote of 5000$ + on a perfectly running properly maintained Camry. An immediate inspection with another Toyota service center confirmed, none of these repairs were necessary.As an employee working in service industry, it pains me to say this - 'avoid this place at any costs if you are a non-white, particularly an Asian.'Edit:The owner's response on this review is totally useless. They never contacted me. When I contacted them via mail & phone, as usual there is no response. I left multiple messages as well, but they don't care.
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November 2023 by Mr. Harris
On 9/12/23 I Anna Varela drove my car to Heritage Toyota Catonsville 6324 Baltimore, MD 21228. I left my car there to be serviced for the second time. The car serviced was my 2020 Toyota Corolla.During my first visit the month of August 30, 2023 I paid $1260.95 in services and the second time on 9/12/23 I paid $1154.78. I noticed that my car was damaged like a scratch and bump. I told Mr. Marcos Olivero and he told me that they were going to review the cameras to see how and who had damaged the car. My daughter had her car service at the same Toyota dealer 9/21/23 and Mr. Olivero said that they have reviewed the cameras and that it has been damaged at the dealer by another car. He was supposed to call me back and have me come in to have that fixed, but now it is November 1, 2023 and I have not received that call. As a family we spent thousands of dollars at Toyota and I know this is not the customer service that I was expecting. Mr. Olivero stopped returning my calls and I am taking steps to make a police report, make a BBB report and contact an attorney to help me resolve this issue along with all the waste of time and stress this incident and the lack of attention to solve it from the Toyota dealer has caused on me. I called November 1, 2023 and left a message for the Toyota shop dealer supervisor Maggie to call me. SHe was on the line with another client. It is frustrating and stressful to see that the dealer is quick to make a charge for services, but so slow to resolve issues damages to my car happen while the car is in their care.
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October 2023 by Marc Stoecker
Sam did a great job of taking my car the same day I needed help and then helped me save money. I highly recommend she gets an accommodation and/or raise with the customer service I received today.. one thing to consider is the notification on the same day when the car might be ready. Just a little more communication by the end of the day would be great but overall great experience.
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October 2023 by Domonique Sutton
I recently had my battery replaced at Heritage Toyota, and I must say that I am deeply disappointed with the overall experience. These issues have left me questioning the integrity of this dealership.First, there was the lack of responsiveness. There was no update on my vehicle the entire day. I went the next day since my repeated calls and voice messages went unanswered. They hadn’t even started on my car and battery replacement takes less than 30 minutes. This was a complete interruption to my plans as I continued without access to my vehicle into a second day.Second, I was shocked to discover what seemed to be an attempt to inflate the price of the service. I had already talked to the parts department so I knew the cost for the battery. The service rep tried to over charge me $80. Once I reminded him of the price I was quoted on the previous day, the fee for service magically came down.As a long-time customer, I expected trustworthy and reliable service. But that is no longer their standard. I can not recommend this business.
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October 2023 by Ryan Pulliam
I purchased a 2023 Toyota Tundra in August 2023. I had a great experience from beginning to end. I was very close to purchasing a vehicle in Glen Burnie but I didn’t care for the way they did business. I called Mike (sales) in Catonsville and it was a great decision to work with him. I had a small issue with the trim of the vehicle after purchase, but the service department was all over it and got it fixed immediately. Spoke to the GM recently and he seems like a genuine person who cares about the people he services in the community.
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October 2023 by Dana La Rosa
We put a deposit down on a hybrid RAV4 in July, because the salesman we worked with promised us a specific color and trim level that we were looking for. We were told it would likely be delivered in about a month. When we didn't hear anything, we called and were told that all of our paperwork had the wrong car listed. After weeks of phone tag, Heritage admitted that the car that we put a deposit on didn't exist, and the salesman we worked with was no longer employed there. The manager said they would look for the correct car, but we have called at least once a week and nobody returns our phone calls. It is now mid-October and they still have our deposit.
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October 2023 by J H.
It's so frustrating how they operate their business. I have taken my car to this dealership for oil changes, regular maintenance, etc. Every time my car takes almost all day. They do not have anyone to call you to communicate what is going on. And when you request services to be done, they do not get completed all together with other services. I am sure the mechanics work hard and have no complaints about them but the customer service and communication is horrendous. I'd rather go to NTB, Mr. TIRE or Valvoline for services. They are timely and have much better customer service.In addition, any repairs to your cars- wheels, etc. Is all contracted out. The company they contract out through did a horrible job on repairing the wheels. It's all around sad. My hopes of writing this review is that as a business they change and improve. But after a few terrible experiences, I needed to write this review to make other consumers aware.
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September 2023 by Xuanzi Lu
I am writing to express my dissatisfaction and disappointment with my recent car purchasing experience at your dealership. I believe that lodging this complaint is essential to help you improve your service quality and ensure that other customers do not encounter similar issues.I visited Heritage Toyota Catonsville on 09/16/2023 in search of a used car. Upon my arrival, I was attended to by sales representative Pamela Lewis. Unfortunately, my entire car-buying experience with her was extremely unpleasant.Firstly, Pamela Lewis displayed a very poor attitude. Her manner of addressing me left me feeling disrespected. What's worse, she asked a series of intrusive questions about my personal life, which made me feel uncomfortable. Purchasing a car is an important decision, but I do not believe it grants sales representatives the right to delve deeply into my private affairs.Before test-driving the car, Pamela Lewis also exhibited unsettling behavior. She gave me a strange look and inquired whether I would be buying the car on the spot today. I replied that I needed time to prepare funds because buying a car is a significant financial decision and should not be treated lightly. However, she clearly displayed impatience with my not making an immediate purchase.Finally, when I expressed interest in test-driving a particular vehicle, she informed me that the car had already been sold. This left me deeply disappointed, as I believe this may have been a result of her impatient attitude and unusual questioning.Car buying should be an enjoyable experience, but I left Heritage Toyota Catonsville feeling extremely dissatisfied. I hope that your team takes my complaint seriously and takes appropriate measures to improve your customer service processes to ensure that other customers do not have to endure similar encounters.
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September 2023 by Norman Grimm
Pamela had our contact information and she had our wish list of what we wanted in a new car. Pamela called us as soon as "our car" came onto the lot. Yep, we had to drive 4-1/2 hours to get to her; however, she kept the keys for us!! Outstanding job of customer relations! Thank you.
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September 2023 by Marily531
Had a great experience from start to finish. From our salesman Brian, who worked diligently to get our deal done and our finance expert Greg who made sure all our i’s were sorted and t’s were crossed to all the behind the scenes crew in between, everyone was great. Thank to our Heritage Catonsville team for the best experience. We love our new Grand Highlander!
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September 2023 by Rebecca W.
I wish I could give zero stars. In late July, I put a deposit down on an "in transit" '23 Prius Prime XSE Premium, a car that is like, a unicorn to find on the east coast. Vehicle was gonna take about a month to get to this "dealership". That's fine. I spoke to a few different sales reps before one human became my handler. The dealership quoted me $8,000 over MSRP. Damn. Supply and demand I guess. I wanted this car, so I sucked it up. I spoke to a sales manager. And another. There were texts messages. There were voicemails. And they had my $1000. I live in Virginia, about 3.5 hours away. The date of the vehicle arriving kept getting pushed back. I had told all 17 people I spoke to that I was in the military, and had to attend training the last 10 days of August, so if the vehicle was delayed any further I couldn't pick it up until 1 September. Of course, that's what happened. So I called and talked to Bill, a sales manager, while I sat in the sun in Fort Lejeune. "All good! It'll be here" was the resounding reply...I returned from training a day early, and picked up the phone. I left messages for each of the humans. The day before I was scheduled to pick it up, I started calling. I called all day. It was 7pm that night when they started screening my calls. Literally. I was sent to voicemail and couldn't get through to the main operators who direct calls. My plan was to wake up at 0500 to leave by 0530 to beat traffic to get to the dealership by 0900. Now, the hour growing late, no one was answering--literally. I borrowed my girlfriend's cell phone. Wouldn't ya know, picked up on the first ring! I asked to speak to a sales rep, literally any human. The nice gentlemen told me "my car" had been sold several days prior. Best of all? They hadn't refunded my deposit. I understand if they couldn't hold it any longer. I understand if someone came in and bought it for more money. All of these things, I understand. But the lack of simple professionalism? ONE voicemail and I would have been bummed and a little pissed off, but certainly not crushing out this review. Screening my calls? Not returning my deposit?? Childish. Grow up. Be an adult. Pick up the phone. The same night, I found the exact same make/model/trim (with a few extras) at Koons Toyota in Annapolis. The price was $6k less than this circus tent offered me. I drove up the next morning and bought it cash. In and out in less than 2 hours. Look at the reviews. Read them. This place is awful.
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September 2023 by S B
Pamela Lewis gave myself and my wife the best customer service. It really went above and beyond what we expected. She kept communicating with us and convinced us to buy the car. She is a great person and extremely helpful and nice. We love the way how she handled our business.
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August 2023 by john poderis
David Day is incredible professional and a pleasure to work with. He is like no other salesman that I have ever experienced. His honest is refreshing! I will now only buy ever vehicle from him and recommend everyone else does too!
