Heritage Toyota Catonsville - Service Center

Great dealership. Amazing customer service definitely recommend it to anyone looking in to buying a new Toyota Amazing customer service definitely recommend it to anyone looking in to buying a new Toyota More

Brought my Tundra to this dealer for service since it was the closest to my house and the wheel felt like it was going to fall off. Wow was that a huge mistake! I told them the hub/bearing may be bad. Turns the closest to my house and the wheel felt like it was going to fall off. Wow was that a huge mistake! I told them the hub/bearing may be bad. Turns out it was the hub and bearing assembly. They gave me a recommendation for repairs that exceeded $12,000. I look and it includes things like wheels and tires, I have after market wheels and tires which have been fine for 2.5 years, still have stock as a back up but prefer my aftermarket wheels/tires. I mentioned a noise under the hood and the technician (Brian), must have thought to just replace anything that could rattle, included everything from a fan assembly to a idler, tensioner, serpintene belt. Is this what they charge $185 an hour for, what kind of diagnostic is that? I asked the advisor (Curtis) how much to replace the bad hub/bearing assembly. He gave a quote of $3800, the hub is about $343, bearing maybe $126, so how are we getting to $3,800? Curtis was unable to answer that question so I had my car towed from there for $145 to another shop. Had both hub/bearings replaced with alignment and oil change, all Toyota parts, for $2100. Mile One Toyota quoted me $3800 for one side, no alignment or oil change included in that quote. I expected a little more from the dealership but was sadly disappointed. Beware of this dealership for service! More

Service center is horrible 4 hours for a oil change every time I come here the Technicians are lazy and management is a joke time I come here the Technicians are lazy and management is a joke More

Their service department is the absolute worst one can ever expect. Service advisors are extremely rude and unprofessional. The place as a whole is really bad when it comes to management, planning, and cu ever expect. Service advisors are extremely rude and unprofessional. The place as a whole is really bad when it comes to management, planning, and customer experience. More

I usually like to get my car serviced at this dealership since I thought it was reputable with decent people. Until today and I will never service it at this horrible dealership. I called and scheduled an a since I thought it was reputable with decent people. Until today and I will never service it at this horrible dealership. I called and scheduled an appointment for service with a service person and showed up to dealership only to be told I wasn't scheduled for appointment since I didn't receive a confirmation code.. as if this was my fault. Apparently their service people are pretty incompetent and don't know how to appropriately scheduled a service appointment, pathetic excuse for a service department. They record their phone calls and after I called and told them to access the phone call with proof from the date I scheduled the appointment, they tell me "manager has to access the phone call and we will give you a call." Will never service my car at this dealership again. Was in the market for possibly buying another Toyota and strongly considered this location but not after this display of incompetence. Will take my business elsewhere. Typical display of lying car dealerships. More

Cannot trust this place! Don’t trust the shuttle driver. After pick up, he couldn’t get his GPS to work so he returned to the garage at which point one of the customers (star Don’t trust the shuttle driver. After pick up, he couldn’t get his GPS to work so he returned to the garage at which point one of the customers (started at 3adults, 2 young children), the lone male departeded, seeking other transportation, while myself and the mother had no other options, and a place to be. When backing out again, the vehicles emergency brake system activated when he did not pay attention, almost hitting another customers vehicle. The ride did not get better, he was all over the road, and I encourage the company to pull any video footage if they are smart enough to put it on company shuttles. Then, as I was exiting in the shuttle at my destination, I confirmed with the driver, like I had done with the service advisors in the building before I left, that they would be able to pick me up at 4:50 PM as I had no other means of getting there to pick up my vehicle. And like the two service advisors previous the shuttle driver confirmed this. (there is also a sheet next to the sign-in that says the shuttle service runs until 6 PM) Then when trying to contact the shuttle for my ride and well after I needed to leave, I called, to no response. 4:55pm, still, no one is answering. I texted, no answer. I called the dealerships main line, speak with two people asking about the shuttle, both put me on hold. They came back, still no answers, and I had to disconnect at 5:01pm because I had virtually begged for a ride from somebody who was leaving my office who was now going to be late for their own appointments playing shuttle service. Upon arrival, when I asked what happened to the shuttle, why nobody was answering, and why when I told my service advisor when I would be back, she stated she was going to be there until close, yet, she was gone, I got an answer from one advisor on the phone who leaned back and simply said “she’s gone for the day,” and that was the extent of the explanation I got. 10 minutes go by nobody has approached me like the gentleman on the phone said they would and he got off the phone long before the 10 minute mark. I had to go track down somebody to ring me out so I can go home. At this point, I was told that they needed the service manager because as I just stated, my service advisor was gone, and the shuttle service issues made it so I didn’t want to purchase the service package, which had to be removed now by the service manager. The service manager, who definitely likes her power, immediately started telling me why it’s not their problem with the shuttle, and that the service is just a nice thing that I shouldn’t be reliant on. It’s also not their duty to tell us when they decide that the shuttle person can go home early. Remember, if you purchased their service package, the shuttle service is one of the included benefits. I would be very skeptical on that. We had words about how unprofessional she was and, when I Stated, “if this is how you’re going to treat customers I’m going to go to DARCARS Toyota, (or KOONS Toyota) with both being MUCH closer to home!”, Instead of choosing to fix the issue. She said that was OK with her! I lost it. We had words, I threw the sign in book on the floor because they didn’t need it. I’ll admit my behavior wasn’t something that I want spread around but at least I can admit when I’m wrong. Now, I worked in the car, industry and dealerships have a little secret… they don’t make money on selling cars; they make money on service. So the service manager happily told their main money making option to go somewhere else. I see other people in the reviews stating the same thing. Obviously, this company doesn’t need my service. In fact, they can have a service manager who is more worried about her ego then customer relations or about the monetary impact. Then the fact that I’m going to tell every person I can how bad this auto group is, instead of “just giv[ing] [the customer a] pickle.”* *Car sales should understand that reference. (B. Farrel) More

David Day is ONE OF THEE TOP SALESMAN AT HERITAGE TOYOTA. 25 plus years my husband and I have been a loyal customer also including my family& friends who have purchased vehicles too.CONGRATS TO DAVID DAY KEE 25 plus years my husband and I have been a loyal customer also including my family& friends who have purchased vehicles too.CONGRATS TO DAVID DAY KEEP UP THE EXCELLENT JOB YOU DO. More