Customer ReviewsforHeritage Toyota Catonsville

I brought my 2012 Toyota Hybrid in to Heritage Toyota because I noticed some condensation on the interior, some water under the seat, and a dashboard light saying to check the hybrid system. Heritage told me that the sunroof had leaked and had caused extensive damage to the carpeting and the electrical system. I asked them to fix it and the bill was exorbitant, totaling several thousand dollars above the Kelley Blue book value of the car. When I went to pick up my car (after they had had it for several weeks) and paid the enormous bill, I expected that my car would be fully repaired and ready to go. But when I got in my car to drive it home, there were 5 warning lights showing on the dashboard. When I brought this to their attention, they told that the car was not yet fully repaired, and that they still needed to do some more work on the car to address the dashboard warning lights. After attempting to negotiate with them considering how much money they had already charged me for the repair, they said in order to fully address the warning lights, it would require several more hours of work, which totaled over a thousand more dollars. After this very bad experience, I would not recommend the service department at this dealership

Today is 9/8/23. On 7-8-23, I sold ‘23 Subaru Outbk w/ ~227 mi. to Heritage and purchased ’23 Kia Sportage LX Hybrid w/ <27K mi. for $3K + ~$1K more. Sale took almost 8 hrs. for test drive, mtg. 8 reps., and credit card pmt. At sale, Heritage wrote WE OWE contract w/ no exp. date & no sourcing restrictions to provide installed roof cross bars & fix scratches. Made periodic calls to Heritage about rails. No rails per Parts. I called many Kia and WI dealers. No rails. Found rails at Herson’s Rockledge (wholesale price) and Garvey Kia, NY (free shipping, GREAT CUST. SERV.!). More calls to Heritage. Parts said talking w/ Gen. Mgr. was aiming too high. No rtn. call from Fin. Mgr. Close-out Fin. guy and Salesperson called with “We’re going to take care of you, Ms. X.” w/ no explanation of how/when. Called Serv., who suggested talk w/ Sales Mgr. Was told Sales Mgr. was too busy, so I said I had been waiting since 7/8/23. I told Sales Mgr. that if someone had talked with me, I could have driven to Rockledge to p/u rails if Heritage would pre-pay for them. Sales Mgr. suggested I buy the rails and present the invoice for reimbursement. When I said I wasn’t sure I could trust that, Sales Mgr. said that if no trust, then the conversation was over, and he hung up. Have since written rtn.-receipt letters to Heritage Gen. Mgr., who had sent me multiple canned E-mails saying what a valued cust. I am, and to Mile One Auto Group CEO. No responses yet. Cust. Rel. called saying they don’t purchase outside of auto group. Nxt step is small claims court. Except for Heritage to make good on WE OWE contract, I will have no further bus. w/ them or Mile One and will discourage ALL from doing bus. with them. They don’t honor contracts, don’t communicate (either proactively or reactively), have no concept of good customer service. Since then have had STELLAR AND NORMAL CUSTOMER SERVICE from JBA Kia in Glen Burnie, for scheduled maint. and purchase of real spare. No rails there, either.

Received VERRY POOR customer service in the Heritage Toyota Service Center in Catonsville, Maryland, on Friday, May 26, 2023. I dropped my vehicle off at the Heritage Toyota Service Center at my appointment time of 12 noon. Never received any telephone calls from my service advisor. So I reached out to Justin at 3:30 P.M., at which time he said that my vehicle would be ready before 7:00 P.M., at closing. By 6:45 P.M., when I had not heard from Justin, I arrived at the Heritage Toyota Service Center only to find out that my vehicle had not been touched. I was also informed by Justin's supervisor, that he had planned to keep my vehicle overnight without notifying me. I canceled the service Heritage Toyota and scheduled my oil change at ******** ***** ****** in Glen Burnie, where good customer service is always practiced.

I've been a customer at this location for more than 20 years, throughout various ownership changes. Customer service is the worst I have every experienced with Toyota. No one answers the phones or if they do, it's an operator who sends you to voice mail. Been trying for over 4 hours to get someone to give me an update on my car. It's been in the service department for over 8 hours and not one phone call to give me an update. I just want to get my car, whether it's fixed or not, but I can't get anyone to speak with me. I've learned my lesson and after 6 Toyotas, I will no longer use this service department.