Heritage Toyota Catonsville
Baltimore, MD
Hours
Sales/Showroom
Monday 9:00 AM - 9:00 PM
Tuesday 9:00 AM - 9:00 PM
Wednesday 9:00 AM - 9:00 PM
Thursday 9:00 AM - 9:00 PM
Friday 9:00 AM - 9:00 PM
Saturday 9:00 AM - 6:00 PM
Sunday Closed
Service
Monday 7:30 AM - 7:00 PM
Tuesday 7:30 AM - 7:00 PM
Wednesday 7:30 AM - 7:00 PM
Thursday 7:30 AM - 7:00 PM
Friday 7:30 AM - 7:00 PM
Saturday 7:30 AM - 3:00 PM
Sunday Closed
Parts
Monday 7:30 AM - 7:00 PM
Tuesday 7:30 AM - 7:00 PM
Wednesday 7:30 AM - 7:00 PM
Thursday 7:30 AM - 7:00 PM
Friday 7:30 AM - 7:00 PM
Saturday 7:30 AM - 3:00 PM
Sunday Closed
Filter Reviews by Keyword
By Type
Showing 1,437 reviews
Bad experience trying to replace tire I have brought my wife's car for service on Saturday and left it at dealership, everything was fine. When I came back to pick it up, they told me that I have brought my wife's car for service on Saturday and left it at dealership, everything was fine. When I came back to pick it up, they told me that one of the tires had a nail in it. So they failed to notify me about it. I have set up appointment for Monday to do a hole patch. I come there on Monday, and after about an hour they tell me that they can't do a patch because the nail is too close to already existing patch. They offer me to replace the tire for 265.00. But I had to wait half day because the required tire was not available right away. Since it was Monday morning and I had busy day ahead of me, I said that I can't wait that long and drove away. After couple of weeks I come on Saturday talked to Ron Filling to setup an appointment to replace the same tire on Monday. I asked him specifically to make sure that they would have this tire on Monday for the appointment time. He said he would talk personally to the parts department. I come on Monday and people at the front desk tell me that they don't have this tire available, that I have to wait again, and on top of that they tell me that it is going to cost me 293.00 instead of 265.00. Although they offered me a rental car so that I could leave my wife's car for tire replacement and drive that day, it would greatly complicate my schedule. I would have to come back in the evening to pick the car. Overall this was very bad, unpleasant and ridiculous experience at this particular dealership. I hope that other people have much more pleasant experience with customer service at this location. Vadim Betsis More
Extremely Happy from beginning to end To walk thru this sales process with honest trustworthy people whom I felt very comfortable with. They went far and beyond to make this sale of my 20 To walk thru this sales process with honest trustworthy people whom I felt very comfortable with. They went far and beyond to make this sale of my 2014 Toyota Camry a success. My sales agent Calvin Parnell provided his knowlede of not only the vehicles, but each and every product that Russel Toyota offered, from the appraisal of my trade in, which was not enough to pay off my previous loan, to the extended warranties to special rebate offers were just a few of what I recvd all within 1hr. Then came one of the best financing specialist every Meagan Bailey who shared with me that she had only been there a short period of time, she was extra wonderful. Devoted to making you as comfort with your monthly pymts. as possible (no dwn pymt). This team of people's were there to see my tears of joy. Something I didn't think I could do on my own. Extraordinary Confidence staff that work for you. Sign Happy as can be me KC. I love my Camry. Thanks to all that made it possible. More
Great Customer Service My car broke down and I tried to get in touch with the service department with after several attempts and very poor signal on my phone and no service My car broke down and I tried to get in touch with the service department with after several attempts and very poor signal on my phone and no service department the operator Lydia Lancaster was able to assist me. She was able to advise me as to what to do and also to calm me down. She is an excellent person. More caring people like her is needed here. Thanks to Lydia and also thanks to Shane the service employee that assisted me. He told me what to expect and was able to get the repair done and in the time frame that he said. Thanks to all. More
Glad I found Russel Toyota This is my first time buying at Russel Toyota. I'm glad I did. My salesman, Mr. Ezequiel Ojeda was a great person to deal with. He was so knowledge This is my first time buying at Russel Toyota. I'm glad I did. My salesman, Mr. Ezequiel Ojeda was a great person to deal with. He was so knowledgeable about his products. Ezequiel is a fine example of a young man out there making a living by working hard and not sitting home waiting for his whatever --------. Ezequiel was very patient as I wanted to drive several different models. The day was Sept 2, the end of some of Toyota's incentives, therefore; the dealership was extremely busy. We had a little longer wait to see the finance manager than normal, but that was to be expected. Our finance manager, Mr. Bong Lee was also great to deal with and also very knowledgeable about his services he had to offer. One thing you have to realize is the finance manager also has to be a great sales person because they have a lot of warranty items they would love to sell you, if you need them. Very little pressure from Mr. Lee after I said I didn't want any of the extra warranties at this time. More
You will regret buying here This dealer is the textbook example of the worst case car buying experience. Called and talked to James at Russell, then went to see a new Tacoma. This dealer is the textbook example of the worst case car buying experience. Called and talked to James at Russell, then went to see a new Tacoma. I liked the truck, so I test drove it. Very bad shake in the front end at around 60 mph. Told James when I got back, and he said that he'd let the service manager know. Now we start the sit and wait games dealers play. I knew what my trade was worth, and was not willing to accept less than that. I told James this the first time he "went to talk to his boss". James comes back with a number a full $2k less than what I was willing to accept. I should have left right then!! Even after telling James what the acceptable trade number was, he still came back under. So after 4 trips to talk to his boss (each no less than 15 minutes)....he comes back with the numbers that work out pretty close to where we wanted. Classic wear you down routine, and just should have got my keys back and left then. Add in another wait... Then there is the usual undercoating, paint sealer, stain resistant treatment...etc sales pitch. Add in another wait... Then the finance guy, who had already added in upcharges. Just the usual low class dealership tactic to get you to pay more. Add in another wait.... James finally got the service manager to take the truck for a drive, and guess what....there was a vibration around 60 mph. So now it's over an hour wait (I'm being generous here) until they can get the tires balanced. Overall almost 5 hours to buy a vehicle. My last vehicle...from beginning to end....less than 2 hours. On the drive home things seemed ok, but after a few days I was able to confirm that the vibration had moved to the 65 - 70 mph range. Not as bad as before, but not right...especially for a new vehicle. I get a call for a survey from Jill, I explain the tires still are not right and she asks me if I'd like her to talk to the service manager to get it squared away. I said that would be great. Not great. Jill disappeared. I sent 4 follow up emails, none of which were answered. I spoke to Chris the GM, seemed like he wanted to help, but still no closer to making the truck right. Long story short, it took over 3 weeks of trying to get someone to do something. Finally I get a manager on the phone, and I tell him I fully regret ever walking into Russell Toyota. Now that I have his attention, I explain the problem to him. He gets me set up with a service appointment, and that I'd be expedited so I could be in and out quickly. Didn't happen. Got to my service appointment, waited over an hour before the tech started with my tires. After a test drive he could not see what was wrong. I went on a drive with him and pointed out when it happened. Tech says new tires are what will cure it. Long story short again, I guess "expedited" means over 4 1/2 hours of waiting around. Now to the kicker. Because I do maintain my vehicles well, I was checking my air pressure in the tires. Right rear has a hiss to it when I take the valve cap off. THE VALVE IN THE STEM WAS LOOSE! I've already driven over 500 miles on these tires, with my family, on vacation.....and I find a loose valve stem. I'm going to follow up with Toyota Corporate. This is the WORST buying and servicing dealership experience I've ever been witness to. We are buying my wife a new car also. Told folks at Russell this, and that it depended on the buying experience if we'd buy the second from them also. It won't be from Russell. Likely it won't be a Toyota. Not after this horrible experience. I'd like to end on that there seem to be some good people at Russell Toyota. However they are far overshadowed by the dealership process, and the majority that don't care about the customer buying / service experience. I will not be going back to Russell for anything. Hopefully Corporate Toyota will be more helpful. If not, I will never buy another one. More
sales experience I have been purchasing Toyotas from Russel for a number of years and I have only high praises, specifically with Dave Day who has been my salesperson I have been purchasing Toyotas from Russel for a number of years and I have only high praises, specifically with Dave Day who has been my salesperson for quite a while. I know when I leave with a new car that I have received the best 'deal' and will receive the best service. And I just purchased a new Camry, again! Russel is stuck with me as a customer More
Mr Matt is very racist I went there to buy a new car. Sales person couldn't offer me a good deal, so he took us to Matt who is a manager (really). Very disrespectful person, I went there to buy a new car. Sales person couldn't offer me a good deal, so he took us to Matt who is a manager (really). Very disrespectful person, after he found out I wasn't american born, he said he doesn't speak other languages other than English to help me and so on. Also, he start giving me some Math examples saying that I am little poor on Math. After some discussion with him, I gave up there then went to the other dealer and bought the same car on same day. Please be respectful and act like you want to sell your car instead of giving me some math examples and saying bad things to your customer. More
Great Experience Purchase of new Sienna was handled with speed yet care for our wants and needs. This is my second car from Russell in less than 12 months. Purchase of new Sienna was handled with speed yet care for our wants and needs. This is my second car from Russell in less than 12 months. More
Inappropriate, Unprofessional, Abusive Behavior. I’m writing to inform you that I had a negative experience at Russel Toyota, 6324 Baltimore National Pike, Baltimore, MD?. Internet Inquiry about Vin: I’m writing to inform you that I had a negative experience at Russel Toyota, 6324 Baltimore National Pike, Baltimore, MD?. Internet Inquiry about Vin: JTMZFREVXEJ002192, StockNumber : 141633 to Sarah Udelhofen. About me, I am working in well reputed industry, public recognized and holding master degree. I am not affiliated with auto industry as employee or promoter. First of all, I recognize that you, as the reader of this review, are not responsible for my bad experience, but I am upset. You will realize what Russel Toyota and potential next target.This incident/act has been set up by Mr. Matt Bukowski, General Sales Manager and executed by Mr. James Akinola, Mr. Ray DeCastro & Mr. Tim (do not know last name, helper, not look like sales agent). I visited location dated, 06/18/2014 at 5:00 pm and Welcomed by Mr. Ray DeCastro (I did not know how this will end). Mr. Ray DeCastro did not help me or go far because lead has been assigned to Mr. James Akinola. Mr. Ray DeCastro took my DRIVING LICENSE and asked Mr. James Akinola or Mr. Tim that I asked for Test Drive. Mr. Tim & I went for Test Drive. We came back in few minutes. While I was on Test Drive, Mr. Matt Bukowski (General Sales Manager) has set up play with help of Mr. Ray DeCastro by on my DRIVING LICENSE. I am sure they are finding lots of fun making joke of customers. I do recommend them for play/drama where are the best. I sat with Mr. James Akinola and asked for my DRIVING LICENSE. Mr. James Akinola asked Mr. Ray DeCastro about my driving license. Mr. Ray DeCastro informed that Mr. Tim has it. Mr. James Akinola, Mr. Ray DeCastro and Mr. Tim were arguing with each other on license license and started playing musical chair. Mr. Matt Bukowski was watching this play/drama and not reacting or speaking single word being GENERAL MANAGER. Obviously, he is the director and Mr. Toyoda was producer. Mr. Matt Bukowski put allegation that I never submitted driving license and I am lying. In addition to this allegation being false, it was also extremely inappropriate. I was so upset by the situation and shocked at his accusation. Mr. Matt Bukowski asked me to call 911 to get my DRIVING LICENSE.I called 911 dated, 06/18/2014 at 5:49 pm and police office (Mr. F. Alvis) came to help me at 5:55 pm. Immediately, Mr. Bukowski (General Sales Manager) came up with driving license before I explained entire incident with police officer. I refused to take driving license because seeking explanation. Mr. Bukowski threw DRIVING LICENSE on my FACE and just walked off. Mr. Bukowski (General Sales Manager) asked me to leave premises because it is private property of Russel Toyota which I did. This shows customer service, care & business means to Russel Toyota. Mr. Bukowski was afraid about interrogation would be done by Police Office to Mr. Ray DeCastro, Mr. James Akinola & Mr. Tim. Police Officer and Mr. Calvin Parnell (Sales Agent) can be witnessed about Mr. Bukowski's behavior. I read reviews against Russel Toyota's Management is appreciating Mr. Bukowski's inappropriate, abusive and aggressive behavior and trying to prove about good customer service providing by Russel Toyota. I feel very disappointed with this interaction, as I usually enjoy my experiences and interaction. I wish I can reach out to Mr. Akio Toyoda and Mr. Takeshi Uchiyamada which is not possible. I have been loyal, ethical, and truthful about this incident writing. I do not have anything to add. I am leaving on readers to decide on Russel Toyota prior to visiting. More
check engine light the servive area was clean, Ryan was very friendly, honest and patient. He didnt rush me because I had questions. My car was ready for pickup in 3 ho the servive area was clean, Ryan was very friendly, honest and patient. He didnt rush me because I had questions. My car was ready for pickup in 3 hours. Thank you Ryan your the best thus far. More