ComplaintsforHeritage Toyota Catonsville

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem is the deception and vagueness of the sale of the car. They pretty much stole 8,000 dollars right from under my nose. The problem is also that, I purchased a warranty for tire and wheel here. A recent incident happened where I needed a rim and tire replacement but only partially honored. My service advisor told the warranty team that my vehicle was vibrating and unsafe to drive but, the rim would not be covered because there was no crack in it. The service advisor is Kevin at ******* ******, which is where I dropped my car off. Kevin failed to justify my case and was denied a rim replacement for my car. He refused to speak with Ron ******* at Toyota heritage over the issue as Ron was making an effort to see if he could get the cost down with the warranty team. What should have been repaired at no cost to me, costed me $800.00. This is unjust that these companies do not care if you're unsafe on the road. They will be aware of the safety hazards that this kind of thing can bring on to people yet, they will still let you drive unsafe on a damaged rim that is inevitably going to ruin your car and cause accidents. I regret coming here and I would love my 8 thousand dollars back. I'm willing to sign a clause that I'd never shop here again. The least they can do is honor the warranties they sell.

  Business response

  02/21/2024

  Ms. ******** purchased her vehicle from the dealership in September 2022.  She took it to ****** ****** in December 2023 to have a tire replaced because she got a nail in the tire.   She purchased a Toyota Tire and Wheel plan when she purchased her vehicle and that plan covered the cost of replacing her tire in December.  She states she returned to the dealership in January 2023 because she hit a pot hole that damaged her tire.   It appears that the dealership submitted a claim and the service plan replaced her tire due to the road hazard.   Her concern is that the adviser at ****** ****** told her that she also needed to get a new rim and that the rim would not be covered under the tire and wheel plan.   I do not have access to ******* ******'s system or repair orders to find out what the service advisor did or found while her car was at the dealership.  ****** ****** is a privately owned company and not part of our auto group.   Our Service Manager Ron ******* attempted to assist Ms. ******** by calling over to ****** ****** yet the advisor would not speak to him.   Her current complaint is with the service she was provided at ****** ****** not Heritage Toyota Catonsville.  I have spoke to Ms. ********* and told her that we would attempt to assist her by providing her the contact information to the Tire and Wheel claims department.  We will do what we can to assist this customer with her concern.   I will update the complaint once I speak with Toyota's tire and wheel company.   At this time, There is nothing that our dealership has done wrong and we are attempting to help this customer.  Thank You.

  Customer response

  02/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I received a call from someone names Dan. I never heard back which I guess means no one could do anything? Since Kevin the advisor at ******* won't speak or help, I will be filing yet another complaint for *******.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  10/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 7/31/23 I bought 2022 Genesis from this dealership at the time of purchase I did sign many papers including several papers from CarFax including the CarFax papers stated exact days and year of my warranty. I was told that I will have copies of my papers which was given to me in a folder. When I checked the papers at home, there was no warranty papers by CarFax papers. I did call the salesperson Mr. Khan requesting that also the papers from MileOne stated that the car has first aid bag which I did not receive. Mr. Khan did not respond to my request and I sent him two Texts with no response. Then I sent an email to sales manager Mr. Davis Mejia, no response received. Then I emailed twice to John Kim the general a manger, with no response from him and finally the CEO of MileONe Mr. Feder no response. I did complain to Maryland DMV and couple of weeks later I received an email from Mr. Walter McDonal stating that Mr. Kim is no longer with the company, and he is the general manager., telling me if I want, he can send me the papers. I wrote him twice with no response. I am asking you to investigate or take care of this complaint the dealer ship should send ALL THE COPIES OF CAR FAX THAT I signed. Also reimburse me for the cost of first aid bag.. I am sending you the emails that I have sent to dealership. I do appreciate your help. The dealership does not take responsibility after the sale. I am not sure if you can download the items enclosed

  Business response

  11/03/2023

  Jared ******* has spoken to Mr. Ebrahim and given him all of the documents requested.  Also,  He is sending him a $50 check for customer good will to reimburse him for the first aid kit.  This has been resolved.

  Bureau response

  11/06/2023

  Ebrahim *******
  *** * ***** **** *** **** ************ *****
  
  
  Dear Ebrahim *******:
  
  This message is in regard to your complaint submitted on 10/30/2023 against Heritage Toyota Catonsville.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from Heritage Toyota Catonsville. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  Jared ******* has spoken to Mr. Ebrahim and given him all of the documents requested.  Also,  He is sending him a $50 check for customer good will to reimburse him for the first aid kit.  This has been resolved.

  Customer response

  11/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ebrahim *******

  Bureau response

  11/06/2023

  Daniel *******
  Heritage Toyota Catonsville 
  **** ********* ******** **** ********** ** *****  
  
  Dear Daniel *******:
  
  This message is in regard to a complaint submitted to BBB about your business on 10/30/2023 by Ebrahim *******. This complaint was assigned ID *********
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
   
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  
  MESSAGE:
  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Ebrahim *******

• Initial Complaint

  10/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  End of July I purchased a Toyota Tundra from this dealership. I requested the vehicle to be titled in Florida which is where I am a resident of and they stated they could do it. After a solid hour of not know what they were doing. They offered Maryland, I said what about the taxes? And Mr. John *** (Sales Manager) said that they will still charge sales taxes but he could refund me via check, that it was not a problem. Fast forward, John *** has been ghosting me and no one answers at dealership. Now why sign a agreement and make promises you can’t keep? All I want is the refund that was promised by Mr ***.

  Business response

  11/08/2023

  We have received Mr. ******s concern and are in the process of reviewing the details of this transaction so we can help resolve this issue.   I will respond with the outcome of our review and will work on getting this resolved for our customer.  

  Customer response

  11/15/2023

  Good day, 
  
  Hope is all good. I haven’t marked anything since dealership was still investigating the issues on their end. Still awaiting resolution/payment. Once they do make things right, I will make sure to reach back out and hopefully it can be marked as closed and resolved if possible.
  
  Sincerely,
  
  ****** *****

  Business response

  11/17/2023

  We have resolved Mr. ******s concerns and he is happy.

  Customer response

  11/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20789847, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  10/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought a used 2016 Mazda CX9 on 8-8-2023 cash. Purchase price $18,500 Dealer processing charge $500 Sales price $19,000 Electronic registration fee $20 Title tax $1,140 Reg fee 135, Title fee 100, Sec Int 20, Temp tag 20 = $275 Extended service agreement $4,021 Pre-paid maintenance agreement $900 4n1 assurance protection $995 Total delivered price $26,351.00 ----- 8-8-23 I paid using check 8-10-23 I asked to have the extended services, prepaid maintenance and 4n1 plans "cancelled" via email to Bryan ****, he responded days after to wait for the check to be cleared 8-14-23 Bryan **** sent email that check was rejected. Informed me to provide cashier's check 8-15-23 Since my cooperative's affiliated banks/coop could not release $26,351 in a single transaction (limited to $5k), made a deal to provide initial $5k 8-15-23, balance on 8-16-23. 8-15-23 I went to them and gave $5,000 cashier's check 8-16-23 I was informed by my cooperative in IL that they have received $21,351 balance as the cashier's check was sent overnight; I called Bryan **** and verified they received it. I asked if I can process the cancellation of the added services since there is 12mo/12mile warranty included in my purchase; he responded to wait for the check to be cleared. 9-8-23 I went to company and got the tags and had the cancellation filed with Mr Bryan ***** He did not give me copy. He advised that check may get to me around 3 weeks. 10-2-23 I mailed Bryan ****, and received response from gmail that it failed. 10-3-23 I called and asked for update regarding my check and spare key. I was informed that I will receive call that day - I received none. 10-5-23 I called again, asked for update about my concerns. I told the person that I filed it with Mr ****, I was informed he was no longer connected with the company; may be reason why my concern is taking time for somebody else to continue. I called again this week, nothing. I want my reimbursement check and spare key.

  Business response

  10/18/2023

  Hello Mr. **********,

   

     I would like to help resolve your concerns.   I just left you a voicemail and will be in the office until 7pm.   Please return my call at ###-###-#### when available.  

   

  Regards,

   

  Daniel *******

  Heritage Toyota Catonsville 

  Business response

  10/31/2023

  We have processed Mr. ********** requests for cancellation and provided him with a second key.   Mr. ********** emailed the dealership on 10/30 stating that he has received the spare key and the refund for his 4n1. The remainder of his cancellations are in process and will be sent to Mr. **********. 

  Customer response

  11/03/2023

  
  Better Business Bureau:
  

  Up to this point, 2 checks are still pending (2 services in process for cancellation). 
  I have reviewed the response made by the business in reference to complaint ID 20732127, and find that this resolution is satisfactory to me.
  

  Thank you so much for the help.

  
  Sincerely,
  
  ******* **********

• Initial Complaint

  07/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 16, 2023 a sales associate at Heritage Toyota cashed a reimbursement $1,000 check that should have only been cashed after I positively confirmed I wanted to reserve a Toyota Grand Highlander. I never gave positive confirmation and did not want the vehicle that they reserved for me. I spoke with the sales associate and he told me that I would receive a refund direct deposited within 5 business days. I never received that direct deposit. I followed up with Heritage's finance department - after leaving 2 voice mails, I finally spoke to a Finance Manager, after being paged into their line from the dealership’s receptionist, who responded that my bank account would be credited via direct deposit within the week – due date 6/28 - it never happened. Finally on June 30th, I spoke with the Sales Associate Manager who told me that the check would be mailed to my residence. On July 3, 2023 he told me that the check was being sent in the mail that day. It is now July 13th, and I have not received a check. My residence is located 20 minutes (5 miles) from the dealership. The check is not even in my "informed delivery" as even being in the mailstream with any anticipated delivery date to my residence. To follow-up on the status of my check, I have called Heritage Toyota on the following dates, 7/10, 7/11, 7/12 and no one, including the General Manager – John *** on 7/12) has responded to my voice mails and requests for a call back to know the status of my check. I do not want to have to personally go to the dealership and request my money, it is uncomfortable, but that seems to be my only choice unless the BBB can help me.

  Bureau response

  07/13/2023

  Dustin ****
  Heritage Toyota Catonsville 
  **** ********* ******** **** ********* ** *****  
  
  Dear Dustin ****: 
    
  Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB.  The complaint was submitted on 7/13/2023 and was assigned an ID of *********   
  
  How do I take care of this?
  Your BBB is requesting a written response to this complaint within the next 7 calendar days.  Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business.  If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant. 
  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?
  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation. 
   
  Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.
  
  What will happen if I do not submit a response and what can I expect to happen next?
  If you do not respond promptly to this complaint, it may be closed as Unanswered.  This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns.  If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response.  The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?
  
  We look forward to helping you and your customer work toward an amicable resolution. 
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  CUSTOMER EXPERIENCE INFORMATION

   

  Customer Information:

  Caitlin ********

  **** ********* ** ******** ***** ** *****

  Daytime Phone: ###-###-####
  E-mail: **************************
  

   

  The details of this matter are as follows:

   

  Complaint Involves:
  Customer Services Issues 

   

  Customer’s Statement of the Problem:
  
  On June 16, 2023 a sales associate at Heritage Toyota cashed a reimbursement $1,000 check that should have only been cashed after I positively confirmed I wanted to reserve a Toyota Grand Highlander. I never gave positive confirmation and did not want the vehicle that they reserved for me. I spoke with the sales associate and he told me that I would receive a refund direct deposited within 5 business days. I never received that direct deposit. I followed up with Heritage's finance department - after leaving 2 voice mails, I finally spoke to a Finance Manager, after being paged into their line from the dealership’s receptionist, who responded that my bank account would be credited via direct deposit within the week – due date 6/28 - it never happened. Finally on June 30th, I spoke with the Sales Associate Manager who told me that the check would be mailed to my residence. On July 3, 2023 he told me that the check was being sent in the mail that day. It is now July 13th, and I have not received a check. My residence is located 20 minutes (5 miles) from the dealership. The check is not even in my "informed delivery" as even being in the mailstream with any anticipated delivery date to my residence. To follow-up on the status of my check, I have called Heritage Toyota on the following dates, 7/10, 7/11, 7/12 and no one, including the General Manager – John *** on 7/12) has responded to my voice mails and requests for a call back to know the status of my check. I do not want to have to personally go to the dealership and request my money, it is uncomfortable, but that seems to be my only choice unless the BBB can help me.
  
  
  
  
  
  Desired Settlement:
  Refund
  
   

  Bureau response

  07/13/2023

  Caitlin ********
  **** ********* ** ******** ***** *** *****
  
  
  Dear Caitlin ********:
  
  Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/13/2023 against Heritage Toyota Catonsville.  Your complaint was assigned ID ********* 
  
  Now that I have filed, what is the next step?
  We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude.  Please be patient as we work to ensure that your concerns are addressed. 
  
  What if I do not agree with the response from the business?
  It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner.  Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration.  More information about these options can be found at www.bbb.org
  
  What happens if a business does not respond?
  BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us.  BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint. 
  
  Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.  
  
  Sincerely,
  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau response

  07/20/2023

  Dustin ****
  Heritage Toyota Catonsville 

  **** ********* ******** **** ********** ** *****
  
  Dear Dustin ****:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 7/13/2023 and was assigned an ID of *********  

   

  BBB forwarded you a complaint filed by Caitlin ********. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 7 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Caitlin ********
  **** ********* ** ******** ***** ** *****
  Daytime Phone: ###-###-####
  E-mail: **************************
  
  
  The details of this matter are as follows:

  Complaint Involves:
  Customer Services Issues
  
  Customer’s Statement of the Problem:
  On June 16, 2023 a sales associate at Heritage Toyota cashed a reimbursement $1,000 check that should have only been cashed after I positively confirmed I wanted to reserve a Toyota Grand Highlander. I never gave positive confirmation and did not want the vehicle that they reserved for me. I spoke with the sales associate and he told me that I would receive a refund direct deposited within 5 business days. I never received that direct deposit. I followed up with Heritage's finance department - after leaving 2 voice mails, I finally spoke to a Finance Manager, after being paged into their line from the dealership’s receptionist, who responded that my bank account would be credited via direct deposit within the week – due date 6/28 - it never happened. Finally on June 30th, I spoke with the Sales Associate Manager who told me that the check would be mailed to my residence. On July 3, 2023 he told me that the check was being sent in the mail that day. It is now July 13th, and I have not received a check. My residence is located 20 minutes (5 miles) from the dealership. The check is not even in my "informed delivery" as even being in the mailstream with any anticipated delivery date to my residence. To follow-up on the status of my check, I have called Heritage Toyota on the following dates, 7/10, 7/11, 7/12 and no one, including the General Manager – John *** on 7/12) has responded to my voice mails and requests for a call back to know the status of my check. I do not want to have to personally go to the dealership and request my money, it is uncomfortable, but that seems to be my only choice unless the BBB can help me.

   

  
  
  
  
  Desired Settlement:
  Refund
  
   

  
  Additional Comments from Consumer:
  

  Bureau response

  07/26/2023

  Dustin ****
  Heritage Toyota Catonsville 

  **** ********* ******** **** ********** ** *****
  
  
  Dear Dustin ****:
  
  

  This is our second attempt regarding this complaint. For your reference, the complaint was submitted on 7/13/2023 and was assigned an ID of *********  

   

  BBB forwarded you a complaint filed by Caitlin ********. We have not received your response in the time frame allotted. If you have responded directly to your consumer and reached a resolution, let us know so our records are current. If this was a simple oversight, please provide your response at this time. BBB understands that there are two sides to every story is interested in your perspective.

  
  In the interest of time and good customer relations, please provide BBB with written verification of your position in this matter within 5 calendar days.   
  
  We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 
    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

   

  Please understand that the consumer's complaint and your response may be posted on the BBB Website (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language. 

   

  We look forward to your prompt attention to this matter.
  

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

   

  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Caitlin ********
  **** ********* ** ******** ***** ** *****
  Daytime Phone: ###-###-####
  E-mail: **************************
  
  The details of this matter are as follows:

  Complaint Involves:
  Customer Services Issues
  
  Customer’s Statement of the Problem:
  On June 16, 2023 a sales associate at Heritage Toyota cashed a reimbursement $1,000 check that should have only been cashed after I positively confirmed I wanted to reserve a Toyota Grand Highlander. I never gave positive confirmation and did not want the vehicle that they reserved for me. I spoke with the sales associate and he told me that I would receive a refund direct deposited within 5 business days. I never received that direct deposit. I followed up with Heritage's finance department - after leaving 2 voice mails, I finally spoke to a Finance Manager, after being paged into their line from the dealership’s receptionist, who responded that my bank account would be credited via direct deposit within the week – due date 6/28 - it never happened. Finally on June 30th, I spoke with the Sales Associate Manager who told me that the check would be mailed to my residence. On July 3, 2023 he told me that the check was being sent in the mail that day. It is now July 13th, and I have not received a check. My residence is located 20 minutes (5 miles) from the dealership. The check is not even in my "informed delivery" as even being in the mailstream with any anticipated delivery date to my residence. To follow-up on the status of my check, I have called Heritage Toyota on the following dates, 7/10, 7/11, 7/12 and no one, including the General Manager – John *** on 7/12) has responded to my voice mails and requests for a call back to know the status of my check. I do not want to have to personally go to the dealership and request my money, it is uncomfortable, but that seems to be my only choice unless the BBB can help me.

   

  
  
  
  
  Desired Settlement:
  Refund
  
   

  
  Additional Comments from Consumer:
  

  Bureau response

  07/31/2023

  Dustin ****
  Heritage Toyota Catonsville
  **** ********* ******** **** ********* ** *****
  
  RE: Final Notice of Complaint
  
  Dear Dustin ****:

   

  This message is in regard to a complaint submitted to the BBB about your business on 7/13/2023 by Caitlin ********.  This complaint was assigned ID *********
  
  

  Why am I receiving a "final notice" letter?

  Previously our office provided your company with a complaint from the consumer listed above. Our records indicate that we have not yet received a written response from you to address this matter. Please note, this will be our final attempt to contact you about this matter.

   

  How do I take care of this?

   

  Your BBB is requesting a written response to this complaint by (7) seven calendar days, Your prompt and professional response greatly enhances the chance for a successful resolution. We encourage you to use our ONLINE COMPLAINT system to respond to this complaint. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left, when you are ready to answer. 

    
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  What should I include in my response?

  Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Copies of any supporting documents can be uploaded to the caselink or forwarded via email, fax, or postal mail. BBB also offers mediation and binding arbitration services to help resolve particularly difficult or

  complex situations. These services may be an effective means of resolving the matter without going to court. If you are interested in utilizing these services, please confirm this interest in your written response and your caseworker will follow up with additional information.

  
  

  What information will be posted to the website?

  Please understand that the complaint content and your response will be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your

  experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

  
  

  What will happen if I do not submit a written response?

  Your BBB develops and maintains Business Profiles on companies in our service area. This information is available to the public and is frequently used by potential customers. Your cooperation in responding to this complaint becomes part of your BBB Business Profile. Failure to give attention to this matter may be reflected in the report we provide to consumers about your company and may have a negative effect on your BBB Rating.

  
  

  What if I've already resolved the matter directly with the customer?

  Great! Please just provide us a description of what you did to resolve the matter in writing so that we may update the case and close it out accordingly.

   

  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

   

  
  
  CUSTOMER EXPERIENCE INFORMATION
  
  Customer Information:
  Caitlin ********
  **** ********* ** ******** ***** ** *****
  Daytime Phone: ###-###-####
  E-mail: **************************
  
  
  The details of this matter are as follows:
  Complaint Involves:
  Customer Services Issues
  
  Customer’s Statement of the Problem:
  On June 16, 2023 a sales associate at Heritage Toyota cashed a reimbursement $1,000 check that should have only been cashed after I positively confirmed I wanted to reserve a Toyota Grand Highlander. I never gave positive confirmation and did not want the vehicle that they reserved for me. I spoke with the sales associate and he told me that I would receive a refund direct deposited within 5 business days. I never received that direct deposit. I followed up with Heritage's finance department - after leaving 2 voice mails, I finally spoke to a Finance Manager, after being paged into their line from the dealership’s receptionist, who responded that my bank account would be credited via direct deposit within the week – due date 6/28 - it never happened. Finally on June 30th, I spoke with the Sales Associate Manager who told me that the check would be mailed to my residence. On July 3, 2023 he told me that the check was being sent in the mail that day. It is now July 13th, and I have not received a check. My residence is located 20 minutes (5 miles) from the dealership. The check is not even in my "informed delivery" as even being in the mailstream with any anticipated delivery date to my residence. To follow-up on the status of my check, I have called Heritage Toyota on the following dates, 7/10, 7/11, 7/12 and no one, including the General Manager – John *** on 7/12) has responded to my voice mails and requests for a call back to know the status of my check. I do not want to have to personally go to the dealership and request my money, it is uncomfortable, but that seems to be my only choice unless the BBB can help me.
   
  
  
  
  
  Desired Settlement:
  Refund
  
  
  Additional Comments from Consumer:
  

  Business response

  07/31/2023

  Our General Manager spoke to Caitlin ******** as soon as we received this notice. Her deposit was in the process of being refunded when this complaint was received. .  John apologized for any miscommunication with his team, expedited the refund of her $1000 deposit  and verified that the deposit was received. Ms. ******** has been refunded the deposit as requested to resolve this complaint.      Please advise if anything else is needed to close this complaint.  Thank You.

  Business response

  08/01/2023

  Our General Manager spoke to Caitlin ******** as soon as we received this notice. Her deposit was in the process of being refunded when this complaint was received. .  John apologized for any miscommunication with his team, expedited the refund of her $1000 deposit  and verified that the deposit was received. Ms. ******** has been refunded the deposit as requested to resolve this complaint.      Please advise if anything else is needed to close this complaint.  Thank You.

  Bureau response

  08/01/2023

  Caitlin ********
  **** ********* ** ******** ******* *****
  
  
  Dear Caitlin ********:
  
  This message is in regard to your complaint submitted on 7/13/2023 against Heritage Toyota Catonsville.  Your complaint was assigned ID *********  

   

  BBB has received a formal response from Heritage Toyota Catonsville. We ask that you review the response and understand that BBB is here to assist both parties in reaching a fair and reasonable resolution.

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  To access/respond to this complaint online:
  Go to: ****************
  Enter the following code: **************

  Sincerely,

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  
  MESSAGE FROM BUSINESS:
  
  Our General Manager spoke to Caitlin ******** as soon as we received this notice. Her deposit was in the process of being refunded when this complaint was received. .  John apologized for any miscommunication with his team, expedited the refund of her $1000 deposit  and verified that the deposit was received. Ms. ******** has been refunded the deposit as requested to resolve this complaint.      Please advise if anything else is needed to close this complaint.  Thank You.

  Bureau response

  08/06/2023

  Dustin ****
  Heritage Toyota Catonsville **** ********* ******** **** ********* ** *****
  
  
  Re: ID * ******** * Caitlin ********
  
  Dear Dustin ****:
  
  Thank you for your recent response to Caitlin ********. We have not yet heard from the consumer and are closing this case as answered.
  
  Following our usual procedure, BBB notified the consumer of your response and requested notification of whether or not a satisfactory resolution had been reached.  Unfortunately, the consumer has not notified our office if they are satisfied. BBB has determined that your company has addressed the issues within the complaint; therefore we have closed this case in our files. This matter will appear in your BBB Business Profile as: "Answered - The Business addressed the issues within the complaint, but the consumer did not accept the response, OR BBB has not heard back from the consumer as to their satisfaction."
  
  The text of your response may be publicly posted on BBB's website. BBB reserves the right to not post in accordance with BBB policy, and we may edit your response to protect privacy rights and to remove inappropriate language. 

   

  In the event the consumer contacts BBB again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. 
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####

  Bureau response

  08/06/2023

  Caitlin ********
  **** ********* ** ******** **** ** *****   
  
  Re: ID * ********- Heritage Toyota Catonsville
  
  Dear Caitlin ********,
  
  We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's BBB Business Profile as: “Answered- BBB has not heard back from the consumer as to their satisfaction with the business's response.” 
  
  Please know that BBB is always available to discuss your case and review additional information. Thank you for using BBB's Marketplace Services.
  
  Sincerely,
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  Phone: ###-###-####
  

• Initial Complaint

  05/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My vehicle was having A/C issues (not blowing cold air) during the month of May 2022, and I took it to this location for diagnosis and repair. After diagnosis, I paid them $1,968.01 on 5/23/22 to fix the problem. I retrieve my vehicle and realized that the problem was still there. I took my car again to the same dealership for a 2nd look. They invoiced me another $449.02 for additional repairs. I took my care home again only to find out that the problem was still not fixed. I took my car back to the dealership one more time in the month of August. They looked at it and did additional work at no cost this time, and assured me that the problem had been addressed. At this point, it was getting cold already outside and I no longer the needed A/C. Fast forward to this year 2023. I tried using the A/C in my vehicle as the weather got warmer, and I realized that it was still not working. I took it to the dealership for diagnosis, and they are asking me to pay another $2,282.80 in order to get my A/C to work again. This doesn't seem to be reasonable at all, and I don't understand why I have to pay for another diagnosis and for additional labor to fix a problem that they have invoiced me for twice already. I am requesting that they fix my car's A/C since I have already paid them for the work or to give me a refund.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On or about November 25, 2022 I had my 2014 Toyota Prius towed to Heritage Toyota Catonsville because the engine failed while I was driving back from work. I was told they would perform a diagnostic for $230 to inspect the vehicle to figure out what was wrong with it. I was told that if I had the necessary repairs done after the diagnostic inspection, then the diagnostic fee would be waived. I was told a few days later that I needed a replacement auxiliary battery at a charge which I agreed to. I was told a few days later that I needed a long charge on my hybrid battery at a charge which I agreed to. I was finally told a few days later that the engine in the car would not start. They then offered me $100 for the vehicle. The final invoice for the replacement battery and long charge was $1102.89 which I paid. These were unnecessary repairs as the engine was dead the entire time and should have been told to me after the diagnostic.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to have a warranted repair as instructed by ****** ***** ********** who recommended this dealer. They lost My wheel lock September 27, 2022 after replacing my tire. It is now December 30, 2022 and they still haven't made the repairs to my car, and refuse to give me a loaner vehicle. I've called them and ****** ***** ********** every week since this has occurred and nothing has been done. Heritage has told ****** ***** ********** that they replaced my wheel locks in December 14, 2022 which is a lie. I have had a flat for 20 days and can not remove it because of the racist and reckless actions of Heritage Toyota of Catonsville.

  Business response

  02/10/2023

  Mr **** was explained that the wheels were aftermarket and purchased from another toyota dealer. We made every attempt to source another set of wheel locks for the client and just within the past few weeks were able to obtain this set. It is important to note that Mr. **** made several threats against our staff one including physical violence and at that time we explained we would not be able to assist him any further due to these threats and we would be contacting Baltimore county police if he attempted to make good on these threats. If the correct mailing address is provided we will mail the set of locks to him, but he is not allowed to step foot on our property due to safety concerns with our staff. 

  Customer response

  02/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: They are liars. As You can see from the text that was sent I never threatened any employees at that dealership. Last time I was there was December 2, 2022 from 7am to 430pm. Tell them send video of in communication I had with any employees. Only dealt with one person that day and there were no threats made or even a dispute. Like I said you know this the truth because they text me to come pick them up. And the threat they must be talking bout is Me contacting BBB and the Attorney General. Both of which I have done. Another reason I reject offer is I have phone records of all the times I called since October. I miss Christmas and New Years Eve because of this dealership and My Vehicle was hit by another vehicle while it wasn’t mobile. I’m not filling with my insurance company. I want them to pay for my damages. 
  
  Sincerely,
  
  ***** ****

  Customer response

  03/02/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.

  Regards,

  ***** ****

• Initial Complaint

  12/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Heritage Toyota Catonsville employee Sarah ***** on 12/07/22 led me to believe I was purchasing 4 Michelin Tires to replace the old Michelin on my vehicle. When service was complete, the service department had installed 4 off brand tires I had never heard of. Sarah Doran lied and said I told her I wanted cheaper tires. Before going to Heritage Toyota, I stop at Sams Club and got a print out for the price of 4 Michelin Tires. Sarah ***** claim to have a better deal.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a car from Heritage Toyota the transmission went out they "repaired" it and now the transmission is messed up again due to fluid either a fluid leak or the dealership not filling it up when they put in the new transmission, and they are now refusing to pay for repairs which basically was the fluid to be refilled

  Business response

  01/09/2023

  Business Response /* (1000, 20, 2022/12/20) */ The service manager contacted the customer to explain that the part failure is under warranty and the repair is under way

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩