ComplaintsforHeritage Toyota Owings Mills (Sales Center)

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from this dealership on December 16, 2023 and was provided with a temporary tag. The temporary tag expires tomorrow, February 14, 2024. On the day of the sale, I e-mailed the salesman (Zory ******) my insurance ID card, as required by Maryland law and to be allowed to drive the car off of the lot. After not receiving the tag within six weeks, I e-mailed the General Manager (Phil ********) on January 19, 2024 and February 11, 2024, to inquire about the status of my permanent car tags and title given I paid the car with a cashier's check. I did not receive any response from the General Manager. Today, on February 13, 2024, I called the dealership twice to inquire about the status of my tags. I receive a call back from the salesman, Zory, telling me that the Finance Director (Cedric **********) communicated to him that he had issued a refund check to me because the dealership could not process the tag due to an insurance issue. However, Zory said he did not have information on the insurance issue so the Finance Director would call me back with details about why my title and registration application was not submitted to the Motor Vehicle Administration (MVA) by the dealership, the refund check, and why I did not receive any communication from the dealership about why they would not process my vehicle title and registration application. I have still not received a call from the Finance Director. Also, I called the MVA headquarters and visited my local MVA, and they confirmed there is no issue in their system regarding my insurance. As such, I have had to take time off of work and rush to register the vehicle I purchased from this dealership. I am requesting a refund for the registration fees ($275), title tax ($1,554), and documentation preparation fees that consists of printing costs, travel, etc. ($25).

  Business response

  02/15/2024

  Ms. ********* did purchase her 2022 Corolla Cross at Heritage Toyota Owings Mills on 12/16/2023. We processed her tag/title/registration paperwork with the Maryland MVA on 1/08/24. Her applications were rejected by the Md MVA. MVA stated that they have an insurance violation that posted against her on January 5th 2024. Due to this violation, we are unable to process the registration and tag. Heritage Toyota Owings Mills did pay MVA the taxes and title fees to MVA in order to have a title issued to the customer. On February 8th, we cut Check# ****** in the mount of $155.00 made payable to Ms. *********. This is the amount she will need to process her registration and tag fee, once she goes to MVA to clear up the insurance lapse violation.

   

  MVA notice of insurance violation is attached

   

  Thank you,

   

  Phil ********

  General Manager

  Heritage Toyota Owings

  ###-###-####

   

• Initial Complaint

  02/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a new car from this dealer on 10.29.2022. After the loan application and sale of my old car were initiated, the sales agent informed me that the new car came with only one key. The second key fob would be provided at a later date. At that point, a credit report had been obtained for my new loan, and some of the paperwork had been signed. I told him that I wished he had told me at the beginning before we had started the loan application and everything else. I explained to the agent that this is a significant issue for me since my child is using the car, and I have to get the car when he leaves it at school or the train station. With only one key, this is impossible and requires significant inconvenience for my family and me to manage the situation. He mentioned that we might be able to get a key in a few months. As he explained more, it became clear that in case the only key is lost, the car is essentially stranded and has to be towed to the dealer. We would not have any other way of moving the car. I have made several phone calls and personally went to the dealer. They kept telling me that they would work out something and would get me a second key fob. It has been more than three months, and the issue has not been resolved.

  Business response

  02/21/2023

  We understand the customer's frustration, however, the manufacturer has provided only one key for the vehicle due to a worldwide parts shortage.  The dealership has checked with the manufacturer and the second key should be available to the customer in late April.  We would like to see it shipped sooner, but the chip shortage does not allow it.   

   

  Ed Puls

  Customer response

  02/22/2023

  
  Complaint: 19429635
  
  I am rejecting this response because:

  The dealer knew about the deficit and told me about it only after the sales documents had been drawn up. If I had known sooner, either I would have not purchased the car or purchased a version which could be started remotely with an app. Furthermore, on three different occasions I talked to managers at the dealership (Mr. Will ***** and Mr. John ***) who promised me that they would get me a second key, possibly from the part department. They never followed up. I find this a very deceitful way of conducting business when the deficits and shortcomings of the product are disclosed at the very end of the transaction.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  10/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/5/2022 I place a $1000 deposit to the Owings Mills Heritage Toyota dealership on the possibility of a Toyota Highlander coming in in the next several months. I was told the deposit was fully refundable if I change my mind. I decided to buy a different car and have been requesting the refund 7 times over the last 5+ weeks with no refund being provided. Timeline: September 22 emailed salesman Samuel ******** at *********@mileone.com and asked refund. No response regarding refund. September 23 called dealership to ask for refund. I was told someone from financial office would call me. I receive no call. September 29 Sent text to salesman Samuel ******** at XXX XXX XXXX requesting refund. No response. October 7 Sent follow up text message to Sam ******** at XXX XXX XXXX. No response October 7 Called Dealership again, spoke with Lindsey, was told she would give a message to the financial office for them to call me. They never responded. I also requested to speak to manage, Will Brown, left voice mail requesting a call. No response October 14. Called telephone number listed on credit card receipt (XXX-XXX-XXXX), spoke with Erin. Was transferred to financial office, left message requesting refund. No response. October 17 My husband called dealership, spoke with Chris. He was told refund can be processed and put back onto original VISA card within 3 days. No refund has appeared.

  Business response

  12/13/2022

  Business Response /* (1000, 10, 2022/11/22) */ I have confirmed that a refund was issued to Ms. Bruce.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  on May 13, 2022, I contacted the Heritage toyota dealership located at 9801 Reisterstown rd. I spoke to a sale person by the name of Hasan, I advised him that i was on their webb site and i was interested in a dark blue 4 runner that they had advertised, these 4 runners were listed as having: heated seats, navigation system, third row seats and the one thing i really needed an automatic hatch. upon arriving to the dealership, i met with the Mr. Hassan who pulled the vehicle that we spoke about to the front, upon going over the vehicle we both found that it did not have half of the things, advertised, (I have photo of the advisement.) they apologized, Hassan asked me how can they keep my business, and what is my must haves in a vehicle, after explain it to him, the Hassan pulled up a 2019 white Lexus 460 GX SUV, he stated this has everything you need. (At that time i had been in the dealership for about 6 hours). I advised the salesperson and the finance lady, that this has been a long day and i will reach out to them tomorrow. the next day i arrived at the dealership around 6pm, we did a test drive, and did the paperwork on the vehicle, because it was so late all of the detailing that should have been done was not completed. when we got home, we found that the vehicle did not have an automictic hatch. we contacted the dealership and they advised us to bring it back, because something must be wrong. Yes the thing that was wrong was that vehicle did not have an automatic hatch. the dealership traded me out of the vehicle into a Sequra. the dealership did not do the MVA paperwork correctly so i was given fines for not having insurance on the GMC, and the Lexus. MVA told me that the dealership needed to correct their paperwork, upon contacting the Dealership they pretty much told me it was not their problem, i explained to them that my insurance company has a record of each transaction, and MVA said that you need to correct your paperwork. im now waiting ...

  Business response

  09/09/2022

  Business Response /* (1000, 8, 2022/07/20) */ I spoke with John **** the *************** of Heritage Toyota and he advised that the situation has been corrected and letters were sent to the MVA regarding the delay. The delay was caused by the MVA/DMVs involved being backlogged due to Covid. We aplolgize for the delay, but we worked on the issue as best we could. Consumer Response /* (3000, 10, 2022/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contacted the mva and they advised me that they did not receive a email from the dealership. After listening to my problem the clerk pulled the car facts of each vehicle and compared it with what I advised her and what flagged my tags and was able to fix the problem. I want to advised I'm no the only person who have had problems with this dealership. I'm not sure what can be done but they need to consider the problems they cause and fix them.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We reserved a 2022 Highlander Hybrid in transit with Denise on May 7th. We looked for 3 months before we found one that was available to reserve, so I was at the dealership an hour later with check in hand. I brought a $500 check and they ran my credit. The check was deposited on May 10th. We were told the car would be there within in 2 weeks. We received a call May 19th to tell us the car was on a truck and would arrive late that night. We told them we would be there to pick it up Saturday morning (May 21st) with the trade in vehicle, and they said that worked perfect. May 20th, my wife received a voicemail from a sales manager to tell her the vehicle was sold and it was out of their control. We called back and spoke to the GM (John Kim), who said that there was a mistake made. We were offered our deposit back, but we need a vehicle and he said he could find a replacement. My wife spoke with Mr. Kim on May 23rd and he said he would be calling her back by the end of the day, his "inventory specialists" were looking. We have not been able to reach him since and have heard nothing further.

  Business response

  06/12/2022

  Consumer Response /* (2000, 6, 2022/05/25) */ I spoke with the GM John on 5/24 after this complaint had already been filed. We were able to reach a resolution and I would like to withdrawal the complaint.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a new 2022 Venza from this dealership on April 21, 2022. I only came to the dealership because they kept contacting me regarding my 2019 Camry because inventory is low and they needed used cars. Prior to the purchase I was promised a 2.9% interest rate in March and the only thing coming in was the Venza. When I got there, on April 21st, to purchase, I was told by the salesperson that the 2.9% interest had expired at the end of March and that the interest rates fluctuate. A couple of days after the purchase, I received a notice in the mail stating that the 2.9 was good until April 30th. On April 28th I spoke with, John *** the manager of the dealership who told me that the 2.9 never applied to the Venza only to the Camry. I was never given that information. He then promised that he would find me a Camry to purchase so I could get the 2.9 rate. He found one while we were on the phone, and said he would call me back. I emailed him the next day on April 29th to check on the status. As of today, May 5th, I have not heard from Mr *** or anyone at the dealership. I am not dissatisfied with the car, but I would have preferred a Camry. Or I could have just kept my old car. It is the dealership's failure to disclose information regarding the application of the interest rate. This is lying and a very unethical practice. They took away my choice as a consumer just to make a sale and they continue to lie.

  Business response

  09/01/2022

  Business Response /* (1000, 20, 2022/06/17) */ I spoke with the sales staff and the General Manager who dealt with this customer. Based on the limited availability of the Camry and the pricing, the customer, not the sales staff chose the Venza. Even if sh chose a Camry, based on what she wanted to pay per month and she wanted 75 month financing which was not available at all for either vehicle at any discount. We do not set the interest rates, we do not make the choices of the vehicles for the customers, this customer knew what she wanted and what she was buying and signed documents to that effect. The GM John *** told her this Consumer Response /* (3000, 22, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr.***'s statement is totally false. First of all, I didn't speak with him about the purchase of the Venza, until after I had purchased it. I spoke with his sales person Evon ****** first in March who stated that Mr. *** had approved for me to have a 2.9% interest rate on the Venza. When the Venza finally came in April, Mr ****** told me that the 2.9 interest rate had expired at the end of March. My daughter was with me when tis statement was made. I still purchased the Venza. I never asked for a 75 month payment plan. I accepted what they made avialbel to me. Although I had been promised a 2.9. I didn't speak with Mr. *** until Wednesday April 27th when I called him about a notice I received in the mail stating that the 2.9% interest rate was good until the end of April. He then told me that the 2.9 was never on the Venza only on the Camry. I explained to him that I was never told that by his salesperson. He then asked me if I wanted a Camry so I could get the 2.9. I said yes. He looked into his system and stated that there was a 2022 Camry red in color available within a 150 mile radius. He asked me if I was iterated in this. I said yes. I asked him, what about the negative equity that I would have on trading the Venza in. He said don't worry about it, he would take care of it. My husband was sitting with me, when I had this conservation. As stated, I purchased th Venza on April 21st. I received the notice in the email about that 2.9 interest rate on 25th. I still have the notice. The first time I spoke with Mr *** was on April 27th.. He said he would get back with me the next day. I called him and sent an emailed. I had failed to hear from him. I made complaints to Toyota's corporate headquarters three times, and I heard nothing back from them. I knew what I was purchasing at that time. My complaint is that I was not given all the information about purchasing the car and that the 2.9 didn't apply to the Venza only to the Camry. That took away my rights as a customer to make an informed decision. Plus the manager Mr *** lied about getting back with me.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We brought a vehicle from Toyota Heritage in Owings Miles, Maryland. The company sales person, Mr. Greene said that a replacement Windshield would be put on the vehicle in 2 days, and they would have another key for us in a day or two. We asked that it be replaced on a Monday. He assured us that it could be done and that someone from the Service Department would be contacting us. After we brought the vehicle we did not hear from the company for a week concerning the windshield or key. We called Toyota Heritage and was given the Royal Run- Around. We was told that the Windshield was on Back Order and that it could take 6 months or more. I was told this same information from Mr. Stafford, the manager of Toyota Heritage. None of this was told to us before we signed the paperwork for the vehicle. This company act really nice to you until after you complete the sales agreement. I would not do business with this company again. if you do business with these con-men make sure that you get everything done on the vehicle before you sign the sale agreement. They are not Honorable people. The experience was/is a very bad one, A lot of double-talking, lying and slick talking after they secured your money. Very very very very bad experience!!!!!

  Business response

  07/17/2022

  Business Response /* (1000, 20, 2022/06/17) */ THE INABILITY TO REPLACE THE WINDSHILED WAS DUE TO SUPPLY CHAIN ISSUES - WE COULD NOT GET ONE. AS SOON AS WE RECEIVED IT, WE NOTIFIED MR ***** AND THE WINDSHEILD HAS BEEN REPLACSED HE SEEMED HAPPY

• Initial Complaint

  01/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received the mailer in the attached PDF, purportedly from Heritage Toyota's new general manager, John K., on January 26, 2022. Background: I am a senior citizen (now 72 years old). I bought a new Toyota Prius Prime from Heritage in June 2017. I was satisfied with the purchase process, and I've been happy with the dealer's service, which I have used consistently for this vehicle. Toyota offers two years free maintenance and 3 years/36,000 miles bumper to bumper warranty. I do not drive my vehicle 12,000 miles/year. Near the end of two years (May 31, 2019) I received a similar mailing purportedly signed by the previous general manager, Aaron V. (I can provide this if you request.) At that time, I had one full year remaining on the factory service plan. That mailing and subsequent phone conversation preyed on the confusion between the expiration of the maintenance program vs. the factory warranty. I called the phone number and was connected with a salesperson for a third party organization who threatened me that the price would go up every second that I delayed purchase. At no time did the salesperson describe the coverage offered or the cost. When I indicated that I had an active warranty, he replied, without specifics, that this was "no problem." I did not purchase, and several weeks later received a follow-up mailing indicating that the product offered was a 72 month extended warranty provided by a third party. I continued to receive mail from this third party organization up to the end of 2019 (can provide examples if requested). I complained to both Toyota and the dealer (Heritage), and was essentially blown off by both. The Heritage responder (phone, not email) indicated that the offer was legitimate. I subsequently extended the Toyota factory warranty through a purchase from Heritage Toyota. I confirmed the expiration date, June 2023, in the course of a service visit to Heritage on Jan. 24, 2022 (scan, attached). Obviously John K. is (or should be) aware of this information. I believe the attached mailing is at best "misleading", more accurately "deceptive", but probably falls short of "fraud" -- presumably these plans offer some coverage that can be redeemed at Heritage -- less, one suspects, than what the factory coverage offers but enough to meet the legal standard for legitimacy. If you look up the phone number (**************) on Google, you'll see lots of comments that it is a "scam", with some dealerships disavowing the mailings. Some, like Heritage, admit to a business arrangement. I believe that this mailing especially targets and aims to confuse seniors to purchase auto warranties that we do not need, and which probably offer inferior coverage possibly at higher prices than the competing factory warranties which, as my case shows, Heritage is perfectly happy to sell and honor.

  Business response

  02/28/2022

  Business Response /* (1000, 13, 2022/02/18) */ I have emailed Mr. ****** and asked for copies of the letters to allow us to know if we went them or Toyota Marketing of another associated vendor. I will discuss the confusion with the sender, but I need a copy of both letters to go forward.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I sold a car to Heritage Toyota on January 6, 2022 and still have not received the money.

  Business response

  02/18/2022

  Business Response /* (1000, 5, 2022/01/28) */ RE: We received a complaint # ******** on your business External Inbox Ed P. 11:33 AM (16 minutes ago) to me We received the lien release on January 28, 2022 and the check is being mailed today Ed P. Consumer Response /* (3000, 7, 2022/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) On January 28,2022 Heritage Toyota offered a check to me for the wrong amount. I continue to wait for the money that Heritage Toyota owes to me for the sale of my car on January 6,2022. The lien was paid by Heritage Toyota on January 14, 2022 according to Toyota Financial Services records. This process had been unnecessarily frustrating, disappointing, and unprofessional. Consumer Response /* (2000, 14, 2022/02/18) */ LC- called the consumer after talking to the business (Ed P.) , To confirm that she has indeed receive her check for the correct amount this time. Ms. ***** has confirmed that she did indeed receive her check for the correct amount.

*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. ↩