Heritage Toyota Catonsville

Very Poor Customer Service and Follow Through I purchased my 2019 RAV4 8 on 4/22/19. I spend a total of about 8 hours over 2 separate days negotiating the deal and receiving the car. During that t I purchased my 2019 RAV4 8 on 4/22/19. I spend a total of about 8 hours over 2 separate days negotiating the deal and receiving the car. During that time, it was clear that Virgil did not know a thing about the car and never bothered to educate himself. When the vehicle we ordered came in, Virgil sent me info on the wrong car. I pointed this out and told him I wouldn't waste more time coming down there until I knew they had the correct car. Once that was straightened out and my husband and I got there to pick up the car and sign the paperwork, the car was not ready, was not gassed up and we were unable to test drive it. We then proceeded to wait several more hours, just sitting and waiting to have finance take us to sign the paperwork. All during that time, there was ample opportunity for Virgil to get the car ready and show us all the features. None of that happened. By the time we finished the paperwork, it was after 9pm and we were exhausted, and it was clear that Virgil was ready to leave for the day. Luckily the car was great, and we were able to drive it with no issues. However, we are still owed mudguards and a cargo net and have struggled to get anyone to call me back about these items. When I called 5 days later, Virgil initially said that I had already received the cargo net. I reminded him that the net I received did not fit my car and he needed to get me the correct one. He said he would call me back and still has not. It has been a week and half and I was only able to get some resolution when another, more pressing issue, presented itself. I was informed by Kadeem in the finance office that the VIN# I had given to my insurance company was not my car's VIN. Virgil had given me the incorrect VIN which meant for the last week, my new car was not insured, but someone else's (more expensive car, no less) was insured by my insurance company in my name. Kadeem assisted in getting this straightened out and also connected me quickly with the service department and arranged to have my cargo net and mudflaps installed on 5/2. Despite leaving multiple messages with Virgil, Stafford and two messages with Andre, the general manager, and never hearing back from any of them, Kadeem was the only one that assisted in fixing these issues. This was the worst car buying experience I've ever had and I'll never deal with this dealership or Virgil again. Despite the lousy service and follow up, it is a great car. More

Excellent Customer Service !!! Both Scott Roberts & Larry Bouldin we’re outstanding to work with. Patient. Friendly. Super helpful. Made the buying experience as efficient & enjoyab Both Scott Roberts & Larry Bouldin we’re outstanding to work with. Patient. Friendly. Super helpful. Made the buying experience as efficient & enjoyable as possible. Commendable Team at Heritage!! More

I got wonderful service I recommend Catonsville heritage Toyota service center, their job is excellent, their price are reasonable, The adviser who work on front desk , he i I recommend Catonsville heritage Toyota service center, their job is excellent, their price are reasonable, The adviser who work on front desk , he is professional and treated me very well More

Customer Service Customer service is very important to me. Chuck McMurray did a very good job addressing our service needs. He provides great communication, which is o Customer service is very important to me. Chuck McMurray did a very good job addressing our service needs. He provides great communication, which is one of the reasons we return and request him specifically. He is very informative and willing to go out of his way to deliver the best customer service possible. More

Respect This was shown from the time you walked in till the time you left. Non of the employees seemed to frown about anything. Friendly atmosphere. This was shown from the time you walked in till the time you left. Non of the employees seemed to frown about anything. Friendly atmosphere. More

Recalled for air bags. Excellent service provided especially Luis Asturias. Knowledge and courteous. Today they wash our car and dry it. Last time we were there, they gav Excellent service provided especially Luis Asturias. Knowledge and courteous. Today they wash our car and dry it. Last time we were there, they gave us the car wet but this time it was dry. We are very happy with the service. More

Toyota heritage catsonville They are best with there work and all the advisors are very nice and mr luis is really a great they doing their job perfectly They are best with there work and all the advisors are very nice and mr luis is really a great they doing their job perfectly More

Check oil leaking I brought the our rav 4 in to get a oil leak checked out . The transmission was replaced in January and I was concerned about the the leak. They said I brought the our rav 4 in to get a oil leak checked out . The transmission was replaced in January and I was concerned about the the leak. They said the oil was overfull . That’s why it was leaking. They said it was corrected by taking fluid out to the proper level. More

Oil and fluid change Today went very smooth from start to finish! Chuck my service advisor was extremely helpful and very personable. My vehicle was service in a reasonab Today went very smooth from start to finish! Chuck my service advisor was extremely helpful and very personable. My vehicle was service in a reasonable time and I was notified as soon as it was completed. More

Efficient as always Service agent was efficient and transparent about procedures (and cost) to be performed to determine and fix cause of three warning lights. Two-hour j Service agent was efficient and transparent about procedures (and cost) to be performed to determine and fix cause of three warning lights. Two-hour job. More