Heritage Toyota Catonsville

Meya, Assitant Service Manager = FABULOUS / RESPONSIVE I met Meya about 8 months ago after purchasing a 2013 Certified Pre-owned Toyota 4-Runner from Russell Toyota. The vehicle had just around 11K miles I met Meya about 8 months ago after purchasing a 2013 Certified Pre-owned Toyota 4-Runner from Russell Toyota. The vehicle had just around 11K miles on it, so as you can imagine, the service needs that I have experienced on it was pretty much related to normal wear. However, recently I have had some electrical issues that Meya has been on non-stop like it was her only task. She is hands down one of the most responsive and knowledgeable service advisers that I have ever had the pleasure of dealing with in my many years owning a multitude of vehicles. The issues were resolved by getting new OEM parts for my USB/AUX ports, all of which was covered- labor & parts, through my VSA. She handled everything. However, what really impressed me was just an event that occurred within the last 36 hours. I unfortunately had a tire blowout yesterday in which I was on my way to daycare with my two toddlers. In between coordinating the tow with Triple AAA, I had contacted Meya to let her know that my service appt. for the following day needed to be bumped up to today.....due to the recent tire blowout. I didn't expect her to drop everything and get me in for the tire blow-out and the already-scheduled work initially, rather that I was coming with a flatbed truck carrying my vehicle and that she could take her time......just put me in a loaner!!! Well the fact of the matter was that she knew my crazy day's schedule and the fact that I was in a boot for a foot injury and needing to make a doctor's appointment downtown by a certain time, but she had no loaners whatsoever. Anyway, after she and I discussed briefly......she did NOT hesitate as she quickly executed her resources to get me in a rental. Myself, being in a sales environment working with an entire team that I manage, I too realize, value, and understand the importance of exceptional customer service. She exemplifies this.........CLASS ACT all the way!! Frank G Columbia, MD Customer of Russel More

Going above and beyond We took our RAV4 in for break service the other day. Robin did a great job as always and she really is great to work with. A few things she did on t We took our RAV4 in for break service the other day. Robin did a great job as always and she really is great to work with. A few things she did on this visit that we really appreciated were that first, she did have the car ready right on time - so we did not have to wait or postpone our other plans. Second, she honored a competitors special price which was awesome! And last, before I left I noticed that the coolant had not been topped off, so Robin took the car back in and had it taken care of immediately. Robin goes above and beyond to provide great service! More

Best Salesmen Ever!!! David Day is extremely helpful and caring, and knowledgeable about cars. There is nothing phoney about David, a true professional. He has always given David Day is extremely helpful and caring, and knowledgeable about cars. There is nothing phoney about David, a true professional. He has always given me great prices, wonderful advice and has kept my vehicles running well. I will continue to recommend my family and friends to him. More

Bait and Switch? I have been searching for a Certified Pre-Owned RAV4 for my daughter for months. I have had my Toyotas serviced by Russel since 1999 (Sienna van and n I have been searching for a Certified Pre-Owned RAV4 for my daughter for months. I have had my Toyotas serviced by Russel since 1999 (Sienna van and now a Highlander). Recently, I saw two ads on Russel's website advertising used Black RAV4's for a price that I was willing to pay, and because I am familiar with Russel I clicked on the "Schedule a Test Drive" button for both cars, and requested to test drive them on Sunday, March 1. Right after I connected online, I started getting calls from the dealership and I received an email (likely an automatic response) from the General Manager, Chris Lark. Sunday, March 1 was not conducive to a test drive as we had snow and ice, so I did not go to test drive them that day. The next day, Monday, March 2, I spoke to a salesperson and told him I was still interested, but preferred a different color than the black color of both of the cars on the website, and he said he would look to see what else they had. I then went online the next day, and BOTH of the black RAV 4's I had seen just a few days prior were listed as SOLD. I have a hard time believing that both vehicles were sold, especially since the salesperson did not tell me, when I spoke to him on the phone, that they were sold. I believe this was a bait and switch and I am prepared to report this to the Maryland Office of Consumer Affairs. Also, if I do not get a satisfactory explanation from the General Manager, I will take my service business elsewhere. More

Excellent service from David Day I can understand why David Day is the top salesman. He knows his product inside out. He also gives great advice on vehicle maintenance, wear and tear, I can understand why David Day is the top salesman. He knows his product inside out. He also gives great advice on vehicle maintenance, wear and tear, and a reasonable price. I have referred my family and friends to David when purchasing or leasing a Toyota Vehicle. More

Cannot get any better! Absolute professionals. It was my first time purchase, and they took great care of me. No hidden fees (many discounts actually!), great clarity, and k Absolute professionals. It was my first time purchase, and they took great care of me. No hidden fees (many discounts actually!), great clarity, and kind services. You get what you see. More

Bad Experience Went in looking for a Highlander, and found one (I thought) and while negotiating the price they told me someone else bought the car. I found out the Went in looking for a Highlander, and found one (I thought) and while negotiating the price they told me someone else bought the car. I found out the car had a deposit on it and the customer came and picked their car up. Needless to say I left. Would not consider buying from this dealer, went to R & H Toyota they were a lot better. More

James Did It Again Bought my last from James Akinola when he was at a different dealership. Called him when my car had a problem. Again, he did his Majic and got me into Bought my last from James Akinola when he was at a different dealership. Called him when my car had a problem. Again, he did his Majic and got me into a new car. The dealership was awesome. They even feed me. More

I hate car shopping, but Mr. Parnell treated me with respect I bought my Rav4 a few months ago after shopping multiple dealerships for several weeks. Calvin Parnell really listened to what I wanted, didn't push I bought my Rav4 a few months ago after shopping multiple dealerships for several weeks. Calvin Parnell really listened to what I wanted, didn't push me, and treated me with respect throughout. I had a few issues with the dealership when it came time to finalize the deal/purchase price, but Mr. Parnell was consistently professional and stuck with me through the process until I was fully satisfied. I would be happy to recommend working with Mr. Parnell. More

Great job - as usual We have worked with David Day for the last 20 years and have always found him to be responsive to our needs. It is a pleasure working with him even th We have worked with David Day for the last 20 years and have always found him to be responsive to our needs. It is a pleasure working with him even though we live many miles away in Virginia. More