Heritage Toyota Catonsville

Heritage Toyota Catonsville responded

Good Afternoon, I wanted to reach out to you concerning the less than positive review that was posted regarding our Service department at Russel Toyota & Scion. My Dealership participates in the DealerRater.com Certified Dealer Program. We are committed to providing high quality customer service, but based on your DealerRater.com review, you did not share that experience. That is very disappointing to us, and through this program we have the opportunity to work with you to resolve any issues with your experience at their dealership. I wanted to take the time to find out if there is anything that we can do to resolve your issue regarding our service department. If your issue has since been resolved I want to remind you that you may edit your review at any time by clicking on the edit button next to your review. Customer satisfaction is very important to us here at Russel Toyota & Scion and would like you to understand that we do make mistakes from time to time, but when we do we want to be sure that we do everything possible to rectify the situation. Thank you and I look forward to hearing from you. Sincerely, Kyle Sterry Russel Toyota & Scion

Redman72 responded

Mr. Sterry, I had a resolution to my problem promised to me last year. Betsy Cubello promised me that the financial department at Russel Toyota would send a refund for two service visits that should have been covered by the new car warranty on my vehicle. My son was working on a college internship in the Baltimore area during the summer of 2010. He took our 4-runner to Russel because of an oil leak. They worked on the vehicle twice and did not fix it. I found out when he brought it home to our local Toyota dealer that Toyota had issued a service bulletin that covered the issue with a gasket problem. Our local dealer fixed the vehicle at no cost to me even though the warranty had expired by that time. I think that your service department took advantage of my son because he was a young kid. I talked to both Betsy Cubello and Ron Filling numerous times. I spent hours trying to get this issue resolved. I called long distance from North Carolina many times. Ms. Cubello promised a refund of both service bills. I received a check for one invoice but not the other. I called her after receiving the one check and politely asked her to check on the status of the other. I called her later to ask about it and she said it was submitted to the financial department and it was not her problem anymore. A friend of mine is a past president of the North Carolina Automobile Dealers Association told me that I should complain to the Maryland Association. I think I am tired of the whole situation. I have been absolutely polite every time I have talked to anyone at Russel Toyota. I can't say that about the people at Russel. The invoices at issue were: #TOCS562699 on 7/14/10 #TOCS566843 on 8/10/10 The service bulletin that I cited was issued by Toyota on 12/5/2007. I think it is a shame that my son was treated the way he was and that I have been forced to spend so much time and money to try to get this issue resolved. If a young person from Maryland goes to our local Toyota dealer I promise you that they would be treated a lot nicer. You are more than welcome to offer your opinion on this to me at anytime. I would like to resolve this. Andrew Crawford 377 Crawford Road Statesville, NC 28625 my e-mail is ahc1983@bellsouth.net

Heritage Toyota Catonsville responded

Good Afternoon, I wanted to reach out to you concerning the less than positive review that was posted regarding our Service department at Russel Toyota & Scion. My Dealership participates in the DealerRater.com Certified Dealer Program. We are committed to providing high quality customer service, but based on your DealerRater.com review, you did not share that experience. That is very disappointing to us, and through this program we have the opportunity to work with you to resolve any issues with your experience at their dealership. I wanted to take the time to find out if there is anything that we can do to resolve your prior issues regarding our service department. If your issue has since been resolved I want to remind you that you may edit your review at any time by clicking on the edit button next to your review. Customer satisfaction is very important to us here at Russel Toyota & Scion and would like you to understand that we do make mistakes from time to time, but when we do we want to be sure that we do everything possible to rectify the situation. Thank you and I look forward to hearing from you. Sincerely, Kyle Sterry Russel Toyota & Scion

Heritage Toyota Catonsville responded

Good Afternoon, I wanted to reach out to you concerning the less than positive review that was posted regarding our Sales department at Russel Toyota & Scion. My Dealership participates in the DealerRater.com Certified Dealer Program. We are committed to providing high quality customer service, but based on your DealerRater.com review, you did not share that experience. That is very disappointing to us, and through this program we have the opportunity to work with you to resolve any issues with your experience at their dealership. After reading your particular review I understand that you had an issue with the appraiser of your vehicle. I wanted to assure you that the appraisers are not affiliated with our company in any way. Unfortunately we have no jurisdiction over the appraisers and if we did we certainly would not allow behavior. The individuals who appraise vehicles for us work independently and appraise vehicles for many dealerships. I would like to offer an apology on behalf of our dealership since he was on our property and treated one of our customers disrespectfully. Furthermore I am unhappy to learn that Brad reacted the way he did when he lost your business. While I certainly do not condone his behavior I am sure that he was upset at the situation and not necessarily with you. Brad's treatment of you as a client of Russel Toyota & Scion is not acceptable. Customer satisfaction is very important to us here at Russel Toyota & Scion and would like you to understand that we do make mistakes from time to time, but when we do we want to be sure that we do everything possible to rectify the situation. If there is anything that we can do to earn your business in the future or at least come to some sort of reconciliation we would certainly like the opportunity. Thank you and I look forward to hearing from you. Sincerely, Kyle Sterry Russel Toyota & Scion

grads99 responded

I ended up purchasing the Toyota Venza from DARCARS in Frederick. We have had absouletly nothing but positive experiences from the time we walked into the sales floor to the service department. We wanted to purchase from you for a variety of reasons, most of all for location relative to work, but after being shouted at on the way out the door by your salesman, there is no way I can recommend your dealership. BTW - a friend of mine came in there shortly after my experience and was also treated rudely. I hope for your dealerships sake you correct the problems, but I don't think we will ever come back to your dealership.