Keeps me timely statused on my service work. - Damon7
Prompt courteous service. Flexible. Gone above and beyond. Sensitive to cost and time issues of customers. Shuttle arrives promptly to pick me up for return to shop.
Top Reviewed Service Specialists At This Dealership
Making it happen - Gunner66
I use Heritage for just about everything service related. My friends Jiffy Lube, which employs only Vets, changes my oil. I had a 10:15 appointment but needed the car back sooner because of a sales meeting. Julie couldn’t promise but said she’d try to push it through. She did. Stuff like that counts for me. I made a last minute purchase of a rear wiper and she herself slapped it on for me. I’ll definitely be back and I’ll be asking for Julie.
Paolo Is Heritage Service - Spaul
Another visit today for routine maintenance on a very busy Saturday before Xmas. Upon pulling into the service lane Paolo again greeted me even before exiting my Jetta. He quickly completed the assigned work and some recommended preventive maintenance services I overlooked. I was then having the free coffee in the waiting room as Paolo kept me updated along the way.
Thanks Paolo you are the reason I return to have your team service my 4 VW vehicles.
Excellent Professional Service - H_Lynn24
Mark was very professional and maintained great communication with me through out my visit. He was very straight forward with me about the work that needed to be done on my car. He took the time to explain everything in detail. I was advised of future maintenance without any pressure to repair now. I was very pleased with my visit and will definitely be returning.
Assistant Service Manager
Love the service team. - TammyLee71
I pulled in with low tire pressure. Right away they filled the tires, found a nail and plugged it.
I left with my car washed within 30 mins. I couldn't be happier if tried.
I have always had a great experience.
Exceptional all the way around - Beverly J
After receiving my car back from another local body shop I was totally devastated. It was horrible. My gray Cadillac CTS4 was 2-3 different colors/hues (GREEN). I was impressed with Criswell from the moment I drove onto the parking lot but the professionalism of Kevin Fleegle and Greg Harrell blew me away. The went over my car like a surgical team... every nook and cranny. They showed me all of the flaws and explainEd in layman's term how their resolve. The end product far exceeds my expectations. My car looked like it came straight off the showroom floor... SPECTACULAR
Customer Service is Awesome! So amazing! - Honor
I highly recommended this dealership! The moment I walked in the doors - I was approached with friendly smiles. Over the last 12 years - I have purchased 5 Mercedes vehicles from this dealership. My representative during these years has been Mr Celestin Lovence - who has spent numerous hours in ensuring that my needs in the vehicle are met. Throughout the years, Mr Lovence kept in personal contact with me and husband and this last purchased has been a phenomenal experience. He is truly committed to the highest quality of character service!
Excellent Service - KAC
The service provided is excellent - the employees at this location are helpful, knowledgeable, honest, trustworthy, and reliable. The scheduling operators are also very friendly and always find a a day/time that works with your schedule. They also have a shuttle service, if needed, and Robert is a pleasure to drive with and is always prompt. I have recommended Heritage to my family and friends. They had a great experience also and Kimberly and Diane were very helpful and fast. I have been able to drive directly to Heritage when my car had a problem which they timely fixed and the repair was at a good price. You never have to wait too long. I have even taken my car in when I heard a noise and they explained why there was no problem - they are extremely honest. The prices are also very reasonable and they have coupons.
Great service &superb body work ! - Helen
Brian Dill in Service had excellent customer service &Martin Hafner in the body shop did excellent work on my 2015 Traverse. Both of them made the whole ordeal as painless as possible. I would return again if I needed any body work done & would recommend this collision center to my friends &family. I feel as though I have a new vehicle again. Thanks!
Super experience - smkimatu001
Was my first time in this dealership and I enjoyed it. Booked the appointment on chat , somebody called me to schedule the service at my convinience and day of service they were ready to receive my car . Afterwards somebody called me to check out of me
Repair of collision damage - Susan G
The shop did a nice job of coordinating with the insurance company of the party that caused the damage. They did the repair in a timely manner, and the repair looks really nice.
Best experience! - Freda
I had a great experience with Hani! He helped me through the process of buying a new car and accommodating my heroic schedule. He is very knowledgeable about cars and everything that buying a car entails. You won’t regret going to Hani for help!
Brenda is Amazing! - bluevolvos
Brenda has provided service for our volvos for years and each year she is more amazing. Always cheerful, helpful and knowledgeable - she is someone I can count which is really important when it comes to cars (especially newer computerized ones!). This year my volvo xc had several tire issues, she got me in and out, quickly fixed each and every time. Please recognize how awesome she is - I'd give six stars if I could! Best, Christy
Customer Service Excellence - Brian J
From the time I walked in the door to purchase my Civic each person I came in contact with worked hard to make me feel like I was the most important person in the room. I'm now here today having my service done and it's the same as before. My salesman Jim P still remembered my name and I find that impressive.
STAY AWAY - OneUnhappyCustomer
Charge you for the work, make you wait the entire day but can't even get the job done right. Save your money and take it to somewhere else!
Got Part?? - Bwright
I made an appointment two weeks ago because I got an airbag recall notice. The notice said get this done asap because passengers could be in danger sitting in the front passenger seat. I went into the service center two weeks ago, made the appointment (which was for today) showed the clerk the recall notice. I show up this morning and they tell me "oh we do not have those parts in yet" I Told him I had an appointment and wouldn't a phone call be in order informing me the part had not come in. I scheduled a day off from work to get this done. This was a huge inconvenience for me. I will not go back there and will be telling all my friends that own Subarus or are thinking of purchasing to not do it there. This kind of service is unacceptable. A simple phone call would have solved the problem.. The person who made the appointment should have known they did not have the parts yet.
Do not belive fake 5 * reviews, only 0* - gotshafted
My 2016 car was running and handling perfectly, until they suggested that my car could use a wheel alignment, which HAPPENED to be on special that day! Being a trusting person i said sure. Right off the lot the car was drastically pulling to one side, After they spent another 45 min and went for another test drive it seemed a bit better, a week later it started doing the same thing!
Rude, non-responsive front desk agents. - sara
Would never recommend. Very poor service department. Repairs not completed. Agents do not answer messages left by phone and email....just one example: have taken car in 2 times to get sunroof leaks fixed. Entire inside of car wet with condensation, floor mats soaked in water. After 2 days and $800+ paid, leaks/water recurred. On 11/11 tried to make appt. via internet but site broken. Sent emails to Brian, service agent and Bob Schrader, Gen. manager to set appt. On 11/12, called, spoke to Leo, Service mgr. Said he would have my car picked up TODAY, would let me know time. Never heard frrom Leo. By 2pm, called Leo, Brian, left messages. Still no responses. Finally got Brian on phone at 4:30. He thought Leo made plans for pickup. Did not say why never answered voice mail messages. Said he would have car picked up tomorrow. FINALLY heard from Leo at 5pm, said he "got busy and forgot". Great service!!??,eh?I Am NOT associated with VW dealership or service. center.
Poor Customer Service - Southern Bell
I took my car into the dealership on April 12, 2017. After 2 days of attempted repairs and diagnostic testing, I was informed there was a part required for the repair and it needed to be ordered. I spent $1521.15 and I am STILL uncertain of the status of the delivery of the part and my sunroof remains unrepaired; which I find absurd and appalling. Moreover, neither the parts nor service manager has contacted me regarding such or have returned my emails or calls. As a customer, I should not be responsible for initiating contact or follow up to obtain a status update; I would think it would be the opposite. Moreover as a woman, and Disabled Veteran I feel taken advantage of by this dealership.
Horrible customer experience - Brian
My vehicle has been in their shop for close to a month for a repairs and still no word on what’s actually wrong with it. If I don’t email the service advisor I don’t hear anything. The loaner they gave was hit and I am trying to a rental to replace that vehicle since they still have mine and they have been utterly useless. Sent the GM an email lets see if they actually respond.
I had bought my car back in May of this year and I did... - lab21601
I had bought my car back in May of this year and I did not have the best experience ever so I called and complained and I wrote a long email explaining how things could have been better and not long after that I received a phone call from Don, the GM of Cook Volkswagen. He said how sorry he was that I did not have a good experience and that he wanted to make it up to me. He offered me a free service and a free detail of my car. I just now took him up on the free service and detail and I could not be happier with the service department. They provided me a car while they were working on my vehicle, it took as long as he said it would take and they did a great job on the detail of my car. Completely makes up for a bad experience. Thanks!!
Took our 2008 Mustang into Chris for body work. They did... - JCarmines
Took our 2008 Mustang into Chris for body work. They did a great job on the car and detailed it so we got it back in sparkling condition. We scheduled an appt ahead of time and everything was ready when we showed up and took a minimal amount of time to check in and get a rental car. Car was ready when promised.
Terrible - Kyle Antel
I do not understand how a business like this with such poor customer service, manages to stay in afloat in Annapolis. The guy named Kenny in services is the rudest, discourteous and ill-mannered "professional" I have ever come across. About 1.5 years ago I took my Jetta TDI in for an AC issue. The car had no other problems going on with it, just the AC was blowing hot air. When I came to pick my car up after them holding onto it for over a week...They had blown a fuse. As I was getting ready to get in and drive off a service tech stopped me to say I couldn't take the car as that had to be fixed. OK, So I leave the car, I get a call a few hours later to say that I would have to pay for the fuse because I wouldn't be able to prove that they had done the damage. So I said, "Very well, stop all work on my car. I will take it to another service place" I was then told oh no I cant drive the car away it a road hazard. The only way they would release it to me is if I brought a flat bed truck to tow it away! who they xxxx has time for that. alright so my father decided it would be best to just get the car fixed and eat the $400.
Skip forward to present time, as a TDI owner I received the good will package of $1000.00. $500 is on a visa gift card and $500 is dealer cash. So I took the $500 visa and put it down a non VW car, leaving me with $500 in dealer cash. My non VW car need BRAKE PADs not ROTORs just break pads. So I call up the only VW dealer in the area to get a quote for brake pads. First time I called I was told to call back when I am ready this was mid December, not willing to give me a quote there and then. I call back today and try get another quote was told that it would be between $500 and $600! for a set of front brakes, I set I dont want rotors I want pads. That will be roughly $300 too $400. I said "so you are telling me without even looking this up you know that for a fact" well whats your vin "I dont know my vin, I am driving and you are on bluetooth, I can give you my year, make, and model". Not even willing to help with that info. I then said "No wonder you are losing business to other manufactures". Kenny in his infinite wisdom decides its and amazing idea to escalate the situation and hang up on me.
I am a client I still own and am paying for a VW, I am waiting on them to buy it back. I still deserve the respect that Fitzgerald brags they give to their clients.
The customer service they offer is lacklustre at best. They lie, cheat and steal, all while holding up the big middle finger to clients. They do not care because they know they are the only VW dealer in the immediate Annapolis area and so they really dont have to work for the business. I am so very glad my days of having to deal with them are coming to and end.
I am the go to friend and family member in my circle when it comes to cars and homes, I will make it my business to ensure no one I know makes the mistake of buying a car from this dealership.
I have tried to get in touch with upper management, however voice mails never get returned.
My Pontiac Grand Am was involved in a fender bender in... - amanda
My Pontiac Grand Am was involved in a fender bender in which my trunk lid was bent and my rear bumper was punctured. Hanagan's was recommended to me as an inexpensive and high-quality auto repair shop. I was impressed with the quick and friendly service. Even when I had to return to have a followup repair (they had repainted my entire trunk lid and a little bit of the paint had come loose from where the trunk closed), they did the work quickly and cheerfully--no cost. It's never fun to have your car in the shop but Hanagan's at least makes the experience as stress-less as possible