"High quality service. Well informed about solving..."
High quality service. Well informed about solving difficult problem.
Will return for routine service. No further explanation required. Mike Young is the man. Okay go.
"Shuttle fail to pick me up at requested time of 5pm as my..."
- Toyota owner
Shuttle fail to pick me up at requested time of 5pm as my work day ends. They driver never showed nor call thankfully my co-worker stayed behind and eventually offered a ride to the service center. I requested to speak with a manager MIKE came out and was totally unapologetic. I explained To him a shuttle was requested at 12pm after The car was dropped off. Given I used the shuttle to return to my office I expected the advisor to place a note in my file but he didn’t and then I was stuck being late for pickup at my kids daycare. And that’s just the beginning, save yourself time and money and find another service center... I Probably not heritage again but it’s the only service center close to work and home where I can use the shuttle service.
"Poor Customer Service/Misdiagnosis"
I brought my car in due to having no heat and asked the staff to diagnose and see what the issue was. I was informed that it was a faulty thermostat. I asked the rep if that would fix the problem. He definitively said yes so I agreed to pay close to $400 to have it fixed. Once the thermostat was in, I was told that I actually need a water pump! On top of that, my key was broken and they tried to cover it up by saying these things happen with older keys. A CHUNK is missing out of my keypad! The rep tapes my key up and offers NOOOO resolve! I speak with Mike the Manager and was asked if I wanted the water pump fixed AFTER telling me that the technician wasn't sure if that is even the problem. Mike the Manager agreed to giving me a new key only after I said that I was coming there today and a key needs to be made available. The lack of professionalism makes me question who let this guy even become a Manager!
"Unsanitary service and Poor response to clients complaint"
Very disappointing, offensive, and disgusting! Went there for scheduled service. I got my car back with stinky driver's seat, a very offensive body odor coming from someone's behind. It's not very hygienic and very unsanitary to return the car with disgusting body odor. The moment I opened the door the smell was very strong and I refused to sit on it, I went to the staff and the she sprayed a personl sanitizer and told
me that she will inform her manager. I pulled off thinking that it would be OK, I wasn't able to exit the parking because the odor was unbearable. I pulled over, got off the car and bought a wipe cleaner and a car freshener at the service center, I cleaned it myself. I felt disrespected by someone who left the odor, I was very angry and the experience ruined my day. I will not ever go back there!
"Feedback from Service Manager and Customer Relations Manager"
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.
My sales person was Jeremiah Calp, and he did an amazing job helping me find the car that best fit me and my needs. He searched until I was satisfied with price and model. Thanks Jeremiah!
Other Employees Tagged:
"Excellent Price and Product and Excellent Customer Service"
As someone who works in customer service I appreciate a small, family business which gives you 500% customer service! R and H Toyota was a favorite of mine. I didn't know what to expect when Heritage took ownership of this family business. Happy to say my experience last week was a great one: I walked into the show room hoping to look at a used Prius to replace my older Prius. Carlos in sales was an immediate help. He worked with me for a few hours making sure that I found the best car for me based on my needs and requests. To make a long story short, Carlos recommended I purchase a 2018 Prius 2 instead of a high mileage used Prius! He tried very hard and we looked at many different Prius cars (numbers 3 and 4). Anyway Blake and Jason in sales were fair with me as well making me a fair offer on my older car. Adam took the extra step with my financing by allowing me to change the length and payment amount to satisfy my financial needs. Carlos continued his excellent customer service the following day by making sure I had a loaner car to get to where I work while Heritage installed a satellite radio in my car. In addition Mike Young from Service called and arranged for me to drop my new car off to get my clear, plastic hood protector installed next week. Mike also arranged for me to get a loaner car so that I could get to work that day as well. I will surely recommend Carlos and this dealership to anyone I know searching for an auto.
Other Employees Tagged:
, Blake (Thank you, Blake).
"Most pleasant car-buying experience I could ask for..."
After months of hemming and hawing over which replacement vehicle I was going to get, I finally figured that at as I got older, I wanted something more comfortable--so I chose the Highlander over the 4Runner. When it came to shopping for it, I test drove elsewhere, but only ever imagined buying from Will Brown at Heritage Toyota Owings Mills, based solely on recommendation.
I let Will know how I was going to be using my new vehicle and his selection ended up being spot-on: the Highlander SE. It has just what I want out of it without being too much. He even recommended an accessory I wouldn't at first thought I needed, but based on my telling him that my dog(s) would be getting in the back, the bumper protector only made sense. He was patient with my initial non-committal and picked the perfect Highlander for me.
Stephanie Thornton was my finance manager and thoroughly explained every protection option to me WITHOUT pressuring me. She made her recommendations that lined up with the ones that Will had mentioned during the sales portion and I made my selections--appearance, maintenance and warranty are no longer worries for me!
All in all, I'd recommend anyone to purchase with Heritage Toyota Owings Mills. The family atmosphere is evident at every step and I appreciate the forthrightness and good old customer service along the way. My next Toyota will be from Will and the gang at Heritage!
changed sensor $937.00. chocolate spill on seat 2 weeks lights came back service advisor said it would cost $3,500.00. replace 2 convertors.