Heritage Volkswagen Catonsville

I have had not one, but over 5 bad experiences with this dealership over the last 4 years. I only kept going back because they continued to fail to fix problems under warranty and often caused new problems dealership over the last 4 years. I only kept going back because they continued to fail to fix problems under warranty and often caused new problems by faulty repairs and the fact I have lifetime free oil changes. I would never return agian however as it isn't worth my time to have them keep creating new problems with faulty repairs and bad customer service. Most recently, after three failed attempts to fix a simple problem, I insisted they give me a loaner car, for which they not only tried to charge me, but then tried to charge me for gasoline despite me providing them a receipt for gas timed and dated just minutes before return of the car for the gas. They called me a liar that I refilled gas even though I brought it back with more than I started with. That was the final straw. Really have nothing positive to say about them. More

We had our Jetta 1.8T in for some warranty work - a leaking driver's side window and a squeaking front suspension. The service advisor promised the car the next day. We came to pick it up and they sa leaking driver's side window and a squeaking front suspension. The service advisor promised the car the next day. We came to pick it up and they said it was finished. I checked the service order and it said "road test - no problem found" except there weren't any additional miles on the car. Strange. We pointed this out and asked to have the car repaired again. This time, we requested a loaner. After a significant amount of haggling, they agreed and kept the car over the weekend and into the next week. They called and said the car was repaired. The window seal was listed as being replaced (under warranty) and appeared to have been. The front suspension squeaked as soon as we sat down. We walked back inside and could not find our advisor. A technician came by and he asked if there was a problem with the car. We explained the situation, took him outside to show him and he agreed it was noisy but nobody in the shop had asked him to look at it. We finally got the service advisor, explained the situation and asked to have the car looked at NOW. She agreed and 15 minutes the car was returned to us with the anti-roll bar bushings lubricated, and no more noise. Russel's service advisors are rude and don't care about customer service. We've had much better luck at Ourisman. More

On Sunday, June 13, 2004 I emailed Russel Volkswagen with my intent to purchase a VW Touareg V6 base model for a specified price plus tax and tags. <br><br>On Monday, June 14 Ray Ott, Russel VW's Internet S my intent to purchase a VW Touareg V6 base model for a specified price plus tax and tags. <br><br>On Monday, June 14 Ray Ott, Russel VW's Internet Sales Manager, emailed me saying, they had the vehicle I wanted and "We are willing to sell the vehicle for that price." He wanted me to come in to the dealership to finalize the sale. <br><br>Later that same day, I emailed Ray Ott to clarify, before coming in to the dealership, that the price would be my specified price plus tax and tags -- with no other amounts or fees to be added. [No processing fees, and no other 'baloney' fees.] <br><br>The morning of Tuesday, June 15 Ray Ott again emailed me saying, "I will honor the price. When can you come in?" <br><br>Then, later that day, as we were attempting to hammer out all of the details Ray Ott infromed me that he could not sell the vehicle at my specified price. Instead he could only sell it for another $575 above my price. And to be clear, the extra $575 was not the charge for the tax and tags -- this extra $575 was ON TOP of the tax and tags. <br><br>In summary, Ray Ott and his dealership Russel Volkswagen agreed to my price, not once but TWICE, and then as we were finalizing the details he suddenly changed the price and was going to charge me an additional $575. <br><br>This is precisely the type of deplorable "salesmanship" that I was tring to avoid by using succinct electronic communications instead of haggling in the dealership. Unfortunately some salesmen, like Ray Ott at Russel Volkswagen, appear to have no scruples. They will agree to your price many times over and just when you think you have an rock solid agreement, when you are finalizing the details, they will try to screw you for more money. Then your only options are to give in and pay their price, or to walk away having wasted all that time with them. <br><br>Bottom line: Avoid dealerships like Russel Volkswagen and salesmen like Ray Ott. More