ComplaintsforHeritage Toyota Catonsville

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Towed my vehicle in for repair on Oct.28. Got a call from Service Advisor Brady Lamb a couple days later to say they started working on the vehicle and that we need and the 12V battery replaced to continue diagnostic which is about $357. Never gave me a call back until I decided it was too long and I called to followup when they told me that it is the Hybrid battery that need to be replaced. I asked for the estimate and if I bring in my own hybrid battery, what the cost would be and was given the estimated price somewhere around $2100. I ask him specifically if the hybrid battery is the only thing that needs to be replaced for the car to be up and running. I was told yes, and maybe some small things that would not be much. After about 1-2 week on a Saturday I brought in the hybrid battery and they put it in, when they told me actually they did not have to replace the auxillary battery because it was just terminal that was not plugged in and so they just plugged it in which was not something they told me. After a few more days, I still did not receive any calls from the advisor on update so i called on a monday or Tuesday to check in and I was told that they are test driving my vehicle and I should be able to pickup the vehicle by the week end and he will call me by end of day or the next to provide me with more information, whic he never did. I had to call again and ask that's when I was told that there is an additional issue, the "inverter" that is said to be under the hybrid battery is bad and need to be replaced costing about $1600 for labor or if parts included about $4600. This is not the "small" or "not much" that was told to me by Brady. if he had made it upright and clear that there may be "bigger underlying issues" after replacing the hybrid batter then this would have made the difference between spending the extra $2000 on replacing the hybrid battery. This is not just pure miscommunication but deception. They are not even sure what is the issue now.

  Business response

  12/28/2022

  Business Response /* (1000, 20, 2022/11/29) */ This customer was given greater depth on diagnostic and repairs needed and break down of costs. The customer chose not to invest any more money into repairs needed and paid for diagnostics and work completed and picked up vehicle. Consumer Response /* (3000, 22, 2022/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The process of diagnostic should have been clearly explained to me. You told me to invest in the $2000 and told me that was the problem and that should have fixed it. After I invested the money, I was told additional repair that would cost over $10k is need to "possibly" fix the issue. Explain to me who would invest more if the customer was told that in the first place? Is this not deception?

• Initial Complaint

  08/01/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Bought a car in May 2021, I was told pain protection was free, after signing the contract and redoing the numbers the finance representative lied to me and sold me a product that was not only charged on my loan, but was non refundable. If my money isn't returned I'm filing a lawsuit against Toyota and already have Bergman and associates ready for retainer for predatory financing

• Initial Complaint

  06/22/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Salesman David *** told us they had a Toyota Rav4 Prime car for us and obtained copies of my driver's license and social security number and ran a credit check. He asked when we could be there and when we asked for an invoice and vin #, General Sales manager, Lamont ******** said they needed to verify our address and a few hours later they tell us ******* said they have a new policy not to sell out of state (we asked this at the start and was told there would be no problem.) To make us feel better, the salesman also said he wasted his time and asked that if they change their policy, it will be $5000 over invoice.

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought what I thought was a brand new Toyota Forerunner, and on my way home, I realized that there was damage to the steering system. I had to continuously steer left and right to keep the vehicle in one lane. I asked the head of customer service if they would take the vehicle back and return my money. In the meantime, I was afraid to drive it, so I had a Toyota master technician check it over. He said the tires have 55 pounds of air and are out of balance The alignment is way off and the steering wheel is crooked. Because of these issues, the Toyota technician suspects that not Heritage, or the dealer Heritage traded for this vehicle, ever performed any presale inspections before the vehicle was sold.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 12/10/21, I purchased (financed) a used car from the dealership and bought a service contract for $4150 (Contract # ************** through AUL Corp). Within the allotted time to cancel the service contract, I returned to the dealership and completed a cancellation return form. The finance manager advised that the form was going to be submitted and the refund amount for the cost of the service contract would be reflected on the balance through Toyota Financial within two billing cycles. After several billing cycles and not seeing the reduction in the balance, I inquired through the bank who advised that they did not receive a cancellation notice. After many attempts to contact the finance managers at the dealership, I was told that the form had never been submitted; it was requested that I email a copy of the form that I completed in December 2021. This last correspondence occurred on May 2, 2022. I have not received a follow-up, requests for an update have not been returned, and the balance through Toyota Financial has not been reduced. I am requesting assistance in the dealership fulfilling its obligation of cancelling my service contract and refunding the amount towards my outstanding balance on the financed vehicle.

  Business response

  07/17/2022

  Business Response /* (1000, 13, 2022/06/15) */ This has been resolved - the dealership did process the paperwork and forwarded it to the product provider. When we were notified that the payment for the refund had not been received by the finance company, we intervened and the payment has been appiled

• Initial Complaint

  03/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased 2014 BMW i3 range extender with a listed range of 150 miles on purchasing the vehicle I noticed that it was never fully charged I required about the battery didn't get any feedback I after being able to fully charge on the second day I went a total of 20 mi and the battery was completely drained I took the car back to the dealership they were going to send it to BMW for an analysis I said I didn't want the car it's not safe to drive. I was told by sales manager (Dustin) in a suspiciously dismissive way stated that I was not going to get a refund and my only options were keep the BMW and have them fix it at BMW or be switched over into a Mazda, which I didn't want. I explained very clearly to the sales rep and to the sales manager the issue with the BMW however I was still made to wait for a long period of time speak to anyone, I purchased the car on Friday the car was dropped off Saturday at my house and I returned it Monday morning before returning I sent the sales rep pictures of the dash showing how fast the battery had drained in such a little time I have also noticed that the vehicle called for staggered tires large in the back smaller in the front and all four are the same size. I was informed that they had a previously replaced the tires. When I turn the car in Monday I clearly stated I did not want this car there is a issue with the battery the battery is not repairable. I gave them both sets of keys and I was dropped off at home. FYI each time I saw the car before taking it home it never had a full charge the first time I test drove it, we had to wait an hour and a half for it to charge it showed then a 2 miles range. I was told that it hadn't charged in a while and it's willing to charge and that the charger slow. However when it was too fully charge I would definitely see a difference. I sure did it went from 100%. 67 MI to zero percent within 20 mi. I'm requesting a refund this was totally unnecessary possibly because of racial bias and greed

  Business response

  04/12/2022

  Business Response /* (1000, 13, 2022/04/01) */ We repurchased the vehicle and the customer seems satisifed

• Initial Complaint

  08/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of Transaction : April 17th 2021 I sold my used Acura RDX 2019 to Heritage Toyota Catonsville. My lien holder Acura has been paid off on May 14th 2021. I have still have a pending amount of close 12000$ pending to be paid by them. Have been trying to reach out to them every now and then. The finance department promises to call back and never does and leaving voicemails doesnt help. I went to their office on July 12th and spoke with the sales manager Dustin S. and they assured me a call from coorporate office but haven't received any call. I tried following again and again but seems i am hitting a dead end. I just want to know if the check is sent to a wrong address/ dispatched or stolen whatever be the case. Need a resolution to my problem.

  Business response

  01/14/2022

  Business Response /* (1000, 11, 2021/10/02) */ the issues of the payoff and equity checks have been resolved and the consumer notified, there were some outstanding paperwork concerns that caused the delay

*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. ↩