Heritage Toyota Catonsville

I bought a new highlander from this dealership in 2008 via internet advertising and was quite satisfied. The service has been excellent and I will continue to use them. BUT, last Saturday, 2/19/11, I via internet advertising and was quite satisfied. The service has been excellent and I will continue to use them. BUT, last Saturday, 2/19/11, I looked up their inventory on their website and spotted 2 vehicles for sale, new 2010s, Prius, both at $20,440+. I alled the number in the ad 3 times , got a voice message and, since I was very interested, I used their onlime form to place an offer. 20 minutes later I got a call back from an assistant who told me they had one of the two left. I was already in my car 2 minutes from them, and told him I'd be there within 5 minutes. He said he'd have the car in front for me. 2 minutes later I went in to the dealership and asked for the assistant (Mr C). It took him 5 minutes to get to us and he brought me into an office. While waitng there I saw someone who looked like a mechanic, poorly dressed with tousled hair in the next room and just noticed him. Then the assistant prceeded to tell me that "someone else" was "looking" at the car. A few minutes later he told me the car wasn't available. I asked to see the "boss". In stepped the poorly dressed "mechanic" (who turned out to be the internet coordinator)and when I reported what happened he essentially said, when I complained that I had been informed that the car was available to me, "s___ happens". I informed him that I was a repeat customer and I would appreciate being given the same deal (0% interest for 60 months) on a different Prius. Without thinking he became rude and aggressive and said that was not possible. I merely left with my wife and friend. Does Toyota know things like this are going on at their dealerships (the same thing happened on the same day at another Toyota dealership)?? I hope not. In any case,what I did do was go to a MINI dealer and buy a car. Their greetings and cooperation were impeccable (see my rating of them). More

I visited Russel Toyota during the Presidents Day sale. I had already worked out most of the numbers on a Camry via the Internet and telephone with Cory. He was very friendly, courteous, and honest which is had already worked out most of the numbers on a Camry via the Internet and telephone with Cory. He was very friendly, courteous, and honest which is why I decided to go see him. When I got there he had the vehicle pulled up and ready to test drive. I had done alot of research online but hadn't actually driven the vehicle before I went to see him. On the test drive he did a great job explaining the features of the vehicle. When we got back he wrote out all of the numbers and they matched exactly to what he told me thru email. I had a trade in which they offered a good amount for ( even though we always want more, they were honest and competitive from the start). After Cory I went and saw Elmer the finance manager (sorry I cannot remember his last name). The process was fairly quick. He did offer me extended warranties and such that I was not interested in, but he never made me feel pressured. He was efficient and polite. Overall I had an excellent car buying experience and definitely will be returning to see Cory and Russel Toyota when it's time to upgrade my wife's car. More

I take my car at this dealership even though Jerrys Toyota is closer. Jerrys is horrible in every way. Russel Toyota's service dept is efficient, people are so nice including the mechanics. Always h Toyota is closer. Jerrys is horrible in every way. Russel Toyota's service dept is efficient, people are so nice including the mechanics. Always had good experiences here, been here about 4 times over 4 years. Sales person I talked to was very nice as well. Waiting area for service is very accomodating. Even the car washing man asked me if I wanted my car washed, of course I said yes. Very well managed dealership, every one is polite and civil and treat you with respect. Very unlike Jerrys Toyota More

The service department at this "dealership" is one of those that you hear about but hope to never encounter!! They did service work on a Toyota that was still under warranty but charged us and one of those that you hear about but hope to never encounter!! They did service work on a Toyota that was still under warranty but charged us and refused to bill Toyota, saying the work wasn't covered! After I complained to Toyota Corporate Relations they promised to refund the billed amount. They sent a partial refund and stonewalled me for the rest. They are jerking me around for a little over $100!!! If you do any business with these clowns you do so at tour own risk!! I'm sure there are plenty of reputable dealers in the area. Please don't waste your time on these jerks. I only dealt with the service department.If you buy a car from Russel plan on getting it serviced elsewhere. More

My wife and I visited Russel Toyota after three other dealers in the area. Chris was the only salesperson to not harass us with too many phone calls or pressure us once we arrived. He was very patient, dealers in the area. Chris was the only salesperson to not harass us with too many phone calls or pressure us once we arrived. He was very patient, we test drove the Corolla LE and Corolla S model. Pricing was simple and straightforward. Jimmy Son finished all the paperwork with us. He was also very polite and friendly. We were in and out of the store in less then 2 hours. We love our new Corolla and overall would rate our experience as one of the best we've ever had with a dealer. More

I had been to the dealership to purchase a new car. after deciding a price, I asked his assistant if you can add some seat covers at the same price ? Then immediately Matt calls me and say me that how dare y deciding a price, I asked his assistant if you can add some seat covers at the same price ? Then immediately Matt calls me and say me that how dare you ask Brad (his joker assistant) about the seat covers ? You have crossed the limit. I will not sell you a car and GET OUT OF MY STORE. If you have the slightest self esteem, you will never visit that store. More

Do not buy from this dealership!!! They treat customers like shit!!! They do not even let you do a test drive!!! The two salesmen from internet sales were very rude, clearly not well educated. Russel Toyot like shit!!! They do not even let you do a test drive!!! The two salesmen from internet sales were very rude, clearly not well educated. Russel Toyota is the worst dealer that I have ever seen. More

I bought a Toyota certified used 2006 Scion Xa from this dealership in early May. The car has run well so far. I will update this review in the next few months. In terms of customer service at this locatio dealership in early May. The car has run well so far. I will update this review in the next few months. In terms of customer service at this location, we waited a long time to be seen by a financial services person. It seemed people who bought new cars were seen faster/sooner than I was, showing there is preferential treatment towards people buying new cars. We also ran into issues later with our sales guy calling us asking why paperwork wasn't submitted, when his own office did not contact him to let him know everything was. This messages he left on my home phone were inappropriate to say the least. Overall, the experience was okay, I think the professionalism could have been better, but I guess these days it seems professionalism doesnt matter. More

Very, very busy place. Wife had new Avalon for first Very, very busy place. Wife had new Avalon for first service appmt. Brought her car in for sked. maint. at appointed time. Wasn't recognized by an Very, very busy place. Wife had new Avalon for first service appmt. Brought her car in for sked. maint. at appointed time. Wasn't recognized by anyone working at Russel as to where to bring her car. Woman customer who told my wife she wasn't scheduled for her maint. until the next morning was, as my wife was, confused when she parked her car. This other woman was received, after a few minutes, ahead of my wife even though my wife had arrived before she did. 15 minutes after arriving my wife left Russel and scheduled maintenance at a different dealership. One closer to where she works. My wife had bought a different make car, new, from a nearby Russel owned dealership and was unhappy with service at that dealership as well. Poor, shoddy workmanship, problem with car following service appointment, etc. More

I HAD NO IDEA OF WHAT WE WANTED TO BUY, ALTHOUGH I KNEW THAT MONEY AND MONTHLY PAYMENT WAS GOING TO BE AN ISSUE. RANDY WAS VERY PATIENT WITH MY WIFE ND ME AND I THANK HIM GREATLY FOR THAT. WE HAD TO TR THAT MONEY AND MONTHLY PAYMENT WAS GOING TO BE AN ISSUE. RANDY WAS VERY PATIENT WITH MY WIFE ND ME AND I THANK HIM GREATLY FOR THAT. WE HAD TO TRADE IN OUR 2002 VOLKSWAGEN AND WE STILL OWED ON IT SINCE WE HAD BOUGHT IT USED. SO, WE GOT GOOD VALUE FOR IT, DESPITE THE MILES. AS FAR AS FINANCING GOES, WE GOT THE GOING RATES BUT BECAUSE WE OWN OUR HOME, WE GOT EXTENDED TERMS WHICH IS OKAY, SINCE WE DROVE AN OLD COROLLA ACROSS COUNTRY AND IT LASTED FOREVER ELEVEN YEARS AGO. More