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Heritage Toyota Owings Mills - Service Center

4.6

63 Lifetime Service Reviews

15 Music Fair Rd., Owings Mills, Maryland 21117

63 Reviews of Heritage Toyota Scion Owings Mills - Service Center

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January 05, 2019

"Feedback from Service Manager and Customer Relations Manager"

- gauchau

On 12/22/18 I brought my 1998 LandCruiser in for oil change and tire rotation with my 2 coupons, oil change for $29.99 and tire rotation for $16.99. But when I was called to pay it's around $64.00. The service advisor (Britaney Thobe) said I'm not allowed to use 2 coupons. This is a very deceptive and unethical way of doing business. I've been a 21-year long customer with this dealer when I purchased the 1998 Land cruiser, then the 2004 Corolla LE and finally the 2005 Sienna LE AWD. I know many individuals from the sales, service, parts to the management for a long time, from Jenny, Judy Sutton, to Dan (technician in 4-wheel alignment). I left multiple voicemails to Mike Young and Shirley Kucera trying to inform them about this incident and didn't get a response until 3, 4 days later and I myself had to call again.

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Recommend Dealer
No
Jan 23, 2019 -

Heritage Toyota Owings Mills responded

Mr. Nguyen, while many customers would not have taken the time to write, we appreciate the fact you shared your experience with us to help make us better. Also, thank you for conversing with our Service Manager, Tony Pulignani, about your visit. The first impression you receive of our dealership is important to us and we sincerely apologize for falling short of your expectations and any resulting inconvenience. We have reviewed your comments with our management team and staff and they will use this information to make the process better. If at some point in the future we may be of service to you please contact Tony at apulignani@mileone.com or 410.753.8948 as we want to ensure your sales or service experience is consistent with the high standards that match our reputation. Again, thank you for your time and your valued input.

November 15, 2018

"Exceptional Customer Service from the top"

- Soccermom33

The service director Tony at this dealership is the real deal. He truly cares about his customers and if you have had a bad experience he goes out of his way to make it right. The regular service managers tend to cut corners and try to get you in and out as quickly as possible. Most do not take the time to let you know what was done or not done on your car and are next to impossible to get a hold off if you have a problem or complaint. I have been taking my 21013 Toyota 4-Runner there on a regular basis for the past 6 years to receive service. The last time I brought in my vehicle I notice that it was missing one of the lugnuts from doing a tire rotation there. When I asked about what happen to it, he first asked if I was sure it had been there originally and maybe it could have been removed at a different shop. I explained that this could be possible since there location is the only place that I take my car in to be serviced. Service manager was reluctant to replace it & had to insist that the do so. Long story short after being told 3 days to get the part received it in 8 days, they ended up replacing it with the wrong part that didn’t match the others & didn’t even tell me: Found out a few months later when I got a flat & needed to change the tire that they were not able to do it because the 1 lugnut was different & the tool to remove it that they gave me would not work on that one because it was different!, Needless to say I was not impressed! 😡 So; this time I went straight to the top and spoke with the service director Tony. Tony was very understanding and took the time to listen to my whole story without interrupting me. He apologized about what happened and said that he would take care of it. Well, I’ve heard that before so I wasn’t confident that he would do anything about it anytime soon & started looking for other options. Well Tony dropped what he was doing and within a couple of hours had personally driven to the body shop about a 40 min drive with the tool to remove the lugnut and the correct replacement and took care of it:Wow! He actually came throgh and did what he said he would. I was truly grateful and surprised to see that he was truly a man of his word and that he stepped up and took accountability and made it right: Thank-you Tony. Your actions were very much appreciated:😊

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Recommend Dealer
Yes
Employees Worked With
Tony Pulignani
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Nov 18, 2018 -

Heritage Toyota Owings Mills responded

While many customers would not have taken the time to write, we appreciate the fact you shared your experience with us, to help make us better. The first impression you receive of our dealership is important to us and we sincerely apologize for falling short of your expectations and any resulting inconvenience. MileOne’s number one goal is to work with our employees to deliver exceptional service, and are happy to hear that our Service Manager, Tony Pulignani, was able to restore your faith in our dealership. Heritage Toyota Owings Mills will be using your review as a training tool to ensure this doesn’t happen to another customer. If at some point in the future we can be of service to you please contact Tony at apulignani@mileone.com or 410.753.8948. Thank you and we look forward to working with you soon.

November 07, 2018

"Quick and efficient"

- SKG

Carlos was able to solve my problem very quickly due to his extensive knowledge of my car’s systems. He was able to meet me at my convenience and I was on my way in no time. Later he checked up with me to make sure everything was working OK.

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Recommend Dealer
Yes
Employees Worked With
Carlos Subido
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Nov 09, 2018 -

Heritage Toyota Owings Mills responded

Hello, we're happy to hear you had such a positive experience with our team! Please don't hesitate to reach out if there's anything additional we can do for you.

November 02, 2018

"Excellent Service "

- jd9403

Heritage Toyota (formerly R&H Toyota) in Owings Mills offers truly superb service for those Toyota owners who wish to keep their cars running in optimum condition. They make appointments to suit your schedule. The Service Advisors are courteous and knowledgeable. They explain what services are due and what services may be required the next time after the mechanics have completed a thorough multi-point inspection of your automobile. The mechanics have always properly maintained my car according to the recommended maintenance schedule by Toyota. I trust the mechanics and Service Advisors at this facility to keep my Toyota on the road.

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Recommend Dealer
Yes
Employees Worked With
Steve Hlynsky
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Shirley Kucera
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Justin Ritter
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Eric Suetrong
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Nov 06, 2018 -

Heritage Toyota Owings Mills responded

Thanks for the positive feedback and recommendation! If you have any further questions, please give us a call. We're always happy to help!

October 10, 2018

"Great Customer Service."

- Chrisdurrell

Dajour was able to fix my vehicle at a price I was comfortable with paying.I went to a dealership before coming to Heritage Toyota Owings Mills and was quoted a price that was out of this world. Dajour assured he could help me . He kept me in the loop the entire process and i was completely satisfied with the experience. I live in Pennsylvania but work in Maryland. I can say that you've earned a customer. I will continue to come see Dajour and the staff at Heritage Toyota Owings Mills. Thanks for everything. Christopher Durrell

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Recommend Dealer
Yes
Employees Worked With
Dajour Durrant
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Oct 12, 2018 -

Heritage Toyota Owings Mills responded

Hello, we strive for 100% satisfaction, and it is great to see you had such a positive experience at Heritage Toyota Owings Mills. We can't wait to see you again, have a great day.

October 09, 2018

"Carlos is simply amazing!!"

- PriusMaximus

After a couple weeks of owning our new Prius C (and loving it) Carlos called to check in with us as well as let us know that Toyota had actually sent us a second key fab. He said we could come in whenever we liked to pick it up. When we got there, he came out with the key to test all the buttons and make sure that it fit the lock. While doing that, he looked down and noticed that the driver's floor mat had apparently became unhooked and he offered to reattach it for us. He tried a couple of times and discovered that the hook had gotten stuck and wouldn't reattach, so he went inside and brought out a whole new set of four floor mats and replaced ALL of them!! Just because he found one with a stuck attachment!! We came in that day to pick up a key and left with a key and new floor mats. It's that kind of stuff that reaffirms that we'll be coming back to Carlos and this dealership for EVERY car we need in the future!!!!

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Recommend Dealer
Yes
Employees Worked With
Carlos Subido
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Oct 12, 2018 -

Heritage Toyota Owings Mills responded

Hello, your wonderful feedback and rating mean a lot to us. Please let us know if there is anything else we can do for you; we are more than happy to help!

September 24, 2018

"Professional, Patient, & Friendly"

- goodness

My son and I brought his car in for service and enjoyed the service that we were given. Alphonse Warner assisted us with a smile. He was very pleasant, professional and knowledgeable as he answered any questions that we asked him. We give Alphonso an overall five star rating. We also give the Customer Service (2 young ladies receiving the service payments), an overall five star rating. Thank you.

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Recommend Dealer
Yes
Employees Worked With
Alphonse Warner
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Oct 01, 2018 -

Heritage Toyota Owings Mills responded

Thank you again for taking the time to let us know how we did. We hope you have a great day!

August 26, 2018

"Outstand Customer Service"

- KGavin12

From the moment I drove in I was greeted warmly and sat down with my service advisor Jake; He immediately welcomed me and introduced himself. From there it was all business and was handled expediently and professionally while still maintaining a surprisingly personable warm feeling; I would highly recommend working with Mr. Gold he is a wonderful advisor and from what i can tell thus far honest as he stated "it's not about making a sale, its about creating a relationship"

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Recommend Dealer
Yes
Employees Worked With
Jake Gold
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Sep 03, 2018 -

Heritage Toyota Owings Mills responded

Thanks for your kind words and recommendation! If you have any further questions, please give us a call. We're always happy to help!

August 08, 2018

"The best customer service ever!"

- Betsy

From the start, the intake was expedient, friendly. The oil change was efficient. This place goes above and beyond to satisfy the customer. Thanks Toyota!

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Recommend Dealer
Yes
Employees Worked With
Jake Gold
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Aug 10, 2018 -

Heritage Toyota Owings Mills responded

Betsy, we strive for 100% satisfaction, and it is great to see you had such a positive experience at Heritage Toyota Owings Mills! We sincerely value your business and look forward to your next visit! Take care!

July 18, 2018

"Easy to schedule an appointment, with fast service"

- dreamingagain

Eric Suetrong at Heritage Toyota Owings Mills was courteous, welcoming, helpful, and knowledgeable. He looked up my information quickly and was able to get my issue resolved promptly. He was an excellent service advisor!

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Customer Service
Quality of Work
Friendliness
Pricing
Overall Experience
Recommend Dealer
Yes
Employees Worked With
Eric Suetrong
5.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Jul 20, 2018 -

Heritage Toyota Owings Mills responded

We're glad to hear you found our staff was so knowledgeable and helpful! Please don't hesitate to reach out if there's anything additional we can do for you. Take care!

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