Heritage Toyota Catonsville

So, we worked with Brad over the internet to obtain a price on a Venza then went in to see him... We took the car out for a test drive as I hadn't driven it but my husband had. Brad rode with us. When we price on a Venza then went in to see him... We took the car out for a test drive as I hadn't driven it but my husband had. Brad rode with us. When we got back to the dealership we realized that we had asked him to price the wrong vehicle so he provided us with a new price on a Venza AWD. Up to this point everything was cordial. We waited around for about 15 minutes for someone to take a look at our car to get a trade in value. When we handed over our keys to Brad we expressed our request that if the car was to be taken for a test drive that my husband would ride along. When the appraiser arrived at the car he told my daughter and myself that he was there to appraise the car. I asked him if he was taking the car for a test drive. He indicated that he was and I told him that my husband wanted ride along. He stated that my husband gave him the keys. I replied that I believe that the keys were given to Brad to hand over to him and not directly from my husband and that we had expressed that my husband wanted to go for the test drive. He slammed my car door and said that he would do the appraisal without looking at the car... At this point I was very disappointed with the attitude of the dealership and went in to get my husband to relay what had transpired. We headed to retrieve the keys from Brad and to let him know that the appraiser had just lost him a sale. Brad insisted that I was wrong in that the appraiser was not taking the car out. Then he walked away rather upset. We continued walking toward the door when Brad followed us yelling that it's no wonder we hadn't purchased a car yet. I'm not sure what happened to customer satisfaction and professionalism, but we did not receive this at this dealership. More

I was planning to buy a corolla so I asked for a quote over the internet. I wanted to take advantage of the 0% financing offered by Toyota (March '10). Brad Jones replied with a quote. First time I went i over the internet. I wanted to take advantage of the 0% financing offered by Toyota (March '10). Brad Jones replied with a quote. First time I went into the dealership I had to wait for 45 minutes just to learn that they were busy on that day. But I didn't mind and went into the dealership the next day (2 days after receiving the quote). Brad was out on that day so I talked to Cory Snyder. Cory told me that the quote I have is no longer valid and now the price has gone up $1000. He didn't even try to negotiate and said he can't do anything about it. On the top of that the final price they gave me was about $1200 higher than what I paid for the same car on the same day at another dealership. More

My company purchased 3 brand new Toyota Tacoma’s from this dealership (cash in full) on October 6, 2009. Cory Snyder and Brad Jones (online sales) handled the transaction. Since the trucks were to this dealership (cash in full) on October 6, 2009. Cory Snyder and Brad Jones (online sales) handled the transaction. Since the trucks were to be used at our DC properties, the dealership agreed in advance to handle the DC registration process. As part of this registration process, we were required to fill-out a blank Power of Attorney (POA) form which is normally against our company policy. We originally signed the form, after an employee of Russell Toyota was assigned POA on the form. This was completed the same week the vehicles were purchased on or about October 9th, 2009. I sent an email to Brad Jones and Cory on December 3, 2009 requesting an update because I had not received our tags, titles or registrations. When our temporary tags were about to expire, I finally got in touch with Cory on December 7th who informed me that he had been “waiting” for me to re-do the forms because “filling in a person’s name from the dealership wasn’t going to be accepted by the DC DMV.” This was the first I had heard from him since the week of October 6th. Cory proceeded to fax over the forms that day. We completed, signed, scanned and emailed the forms back to him the same day (Dec 7th). He then informed me that he needed the originals, so he then came to pick them up a few days later. He told me at that time (Dec. 9) that everything would be completed in a couple of weeks maximum. When I hadn’t heard from Cory and our temporary tags had expired, I called Brad Jones on December 18, 2009. Brad informed me that Cory was no longer with the company and that he would look into it. This happened to be right before a large snow storm, so the use of the trucks was essential to our staff despite the expired tags. Brad did indicate that because of the Holidays fast approaching it was going to take some time to get the tags processed. With no proactive updates from Brad, I called him again on January 7, 2010. He informed me that the hold-up with the tags, etc. was because the trucks were purchased for commercial use they were going to need inspections completed by the DC DMV. He informed me that “Amy” in another department had known this since December 11th but had just notified Brad on January 7th. With extreme dissatisfaction, I proceeded to coordinate the inspections with my property managers. During this time, I also contacted Randy Smith (new sales manager) who never responded to me. I then sent an email to the General Manager, Matt Bukowski on January 26th addressing these issues and concerns. I have yet to recieve a response, apology and/or acknowledgement. I feel that the entire process was grossly miss-handled by the dealership. They had multiple opportunities to make this right and blatantly chose to ignore me and my company. If this is how they treat a corporation that purchased several vehicles and paid cash in full, I would NEVER recommend an individual purchase a vehicle from this dealership. More

Overall very good experience with Russel. Salesperson was knowledgeable and helpful with questions. What we appreciated most was the salesman and everyone we dealt with was straightforward and to the point. knowledgeable and helpful with questions. What we appreciated most was the salesman and everyone we dealt with was straightforward and to the point. We reached an agreement within an hour or two and drove home in a new 2010 Prius the same day. Salesman was also very honest about Toyota recalls and the questions we had regarding them. This was not the case at the other dealers we went to who tried to downplay and make excuses for the recall situation. Would definitely recommend this dealer. More

I have been looking for a new Toyota for about 3 Mo. I live in Harford county nad I could not find any dealer that was willing to give me a fair deal when purchasing a new Toyota. Russel did it for me. I live in Harford county nad I could not find any dealer that was willing to give me a fair deal when purchasing a new Toyota. Russel did it for me. I did most of my shopping at russeltoyota.com Ruseel Toyota took the time and found the Highlander that I allways wanted.I had some issues with my trade but they wanted to work with me. I recomend Russel Toyota to anyone that want to buy a new or pre owned car. Even if you do not live in Baltimore they want your business. They gave me alot of free extras with my truck with no strings attach. Some of the dealers I went to made you pay extra or you had to have your car serviced fully at there dealerhip to get the rewards they offer. In wrap up I will allways buy from Russel. My daughter is turning 16 soon. I went on there website and found alot of cars that are affordable for us. Patty Hunton More

I had the worst experience with this dealer so far I have had in my life. The general manager in this dealership did not have any respect and is a RASCIST. His discrimination to color people went so far to c had in my life. The general manager in this dealership did not have any respect and is a RASCIST. His discrimination to color people went so far to call cops. Basically I walked into the dealer with a quote from other dealer. The general manager tore the quote and threw it in a trash can and said they had no idea of the paper work. They could well have told us that they cannot be better than the quote and let us go. The Genral manager was absolutely insane and had no freaking mannerism. He started shouting at us and called cops as if we had done something wrong. Finally the cops came and the salesman apologized and got the quote back to us from a hidden trash can. I would highly recommend people not to go to the dealer. If you are doing so please do not go and hand over a quote from other dealer for them to match it. They are mannerless and could do anything to your quote and even to a NEw car you bought. My friend have had problems after buying a new car from them and everytime he goes he says he is not reated well. BE AWARE OF THESE DEALER. More

My husband and I shopped around before servicing our 2004 Toyota Sienna, as we are untrusting of dealerships. My mom suggested Russel, and we were very pleased. Karen Farina, Service Operations Manager, Toyota Sienna, as we are untrusting of dealerships. My mom suggested Russel, and we were very pleased. Karen Farina, Service Operations Manager, was very knowledgeable and assisted me in deciding which service would be best for my van and fit my budget. She stayed late to make sure the van was set up and ready to be worked on the next day. Kysha followed up with the all work. Service was prompt and we were consulted with prior to any extra work. Best of all, they kept us in our budget with no surprises. They must treat their employees well, as they were friendly and appeared happy at their jobs. That says a lot about a car dealership More

We looked into several dealerships for service on our 2004 Toyota Sienna. We brought it to 2 independent mechanics first, as we generally do not trust dealerships for service. We were pleasantly surprise 2004 Toyota Sienna. We brought it to 2 independent mechanics first, as we generally do not trust dealerships for service. We were pleasantly surprised with the friendliness and service at Russel Toyota. The employees must be treated well, beacuse they appear happy. Karen Farina, Service Operations Manager, was very knowledgeable and outlined all our options along with her recommendations to keep within our budget. We arrived late and she did not rush us. She even offered to look up recalls that may need servicing while our van was in. She obviously takes pride in the work and cutomer service offered at Russel Toyota. Kysha, our service advisor, had excellent follow through and saw to it that all the work was completed in a timely manner. They even had our car washed without us asking. We will definitely be back. More