Richard Papafio

Our experience at Heritage Honda of Westminster was atrocious. What should have been an exciting evening shopping for a Civic Hybrid with my daughter became nearly an hour of frustration and disappoint atrocious. What should have been an exciting evening shopping for a Civic Hybrid with my daughter became nearly an hour of frustration and disappointment. We arrived around 7:45 p.m. and found an Urban Gray Civic Hybrid in the rear lot that she loved. No one greeted us outside, so we entered the showroom and stood there for at least 10 minutes before anyone acknowledged us. Eventually, a very kind salesman offered to help. He was the one bright spot of the evening. We told him we wanted to sit in the Civic and test-drive it. He returned about five minutes later with a dealer tag but said he could not find the keys. We then waited another 15 to 20 minutes with virtually no explanation. When he finally returned, he asked us to come back another day because two other salespeople had leads on the car and no one could locate its keys. How does a dealership display a vehicle for sale, have an interested customer ready to test-drive it, and become incapable of producing the keys? I do not blame this salesman. He appeared to be genuinely trying to help, but seemed to receive no support from management or his colleagues. He was the only Black salesman I saw working that evening. I cannot know or prove what was happening behind the scenes, but the apparent lack of cooperation he received left us with a deeply uncomfortable impression. At minimum, management should examine whether he was receiving the same support as everyone else. We went back inside with my wife and specifically asked for a manager. We waited at least another 10 minutes while managers remained seated at computers in their offices. Not one came out to greet us, acknowledge the problem, apologize, or offer an explanation. We eventually left. The salesman said they were checking key logs to see who last removed the keys. If that was truly happening, a manager could have taken two minutes to introduce themselves, apologize, and explain. Instead, they ignored us and left the salesman to handle a management failure alone. This follows a similarly poor service experience. During a recent visit, we repeatedly called, texted, and left voicemails asking whether our vehicle was ready. It was apparently completed and sat there overnight. We finally returned the next day and discovered it was ready, still without meaningful communication from the dealership. Our family has owned Honda vehicles for roughly a decade. After this experience, I am no longer sure our next vehicle will be a Honda, and we certainly will not return to Heritage Honda of Westminster. I cannot recommend its sales or service departments until management gets its act together and starts prioritizing customers. This is exactly why direct-to-consumer brands such as Tesla and Rivian appeal to so many buyers. Consumers in 2026 should not have to waste an evening dealing with missing keys, dealership politics, managers who refuse to acknowledge them, or service departments that cannot provide basic updates. Dealerships operating this way damage the Honda brand and destroy customer loyalty. Again, this review is not a criticism of the salesman who tried to help us. He showed the courtesy and concern this dealership should expect from every employee. Unfortunately, management failed him just as badly as it failed us. More

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I am a Special Education English teacher and case manager for MCPS with a masters degree, and am currently pursuing my doctorate in Educational Leadership. For 30 years, I worked in the restaurant business for MCPS with a masters degree, and am currently pursuing my doctorate in Educational Leadership. For 30 years, I worked in the restaurant business as a server and manager. I am also a mother of four grown children. For me, customer service with a truly caring heart and mind, integrity, and hard work are essential in everything I do. I recently purchased a 2017 Honda CRV from Heritage Honda in Westminster, and my experience with your staff has been nothing but STELLAR! You all truly epitomize the characteristics of integrity, knowledge, and care. From the General Manager to the Service Manager and everyone in between, I have received outstanding service and have had a great experience. I was at your service department today to have the knick in my windshield repaired and to have a safety recall inspection. The service Manager, Laura, and the service attendant, Mike, provided exceptional service and care. They are knowledgeable, professional, and extremely friendly. They went above and beyond. I wasn't sure how to use my Cruise Control, and when I asked Mike about it, he literally drove me, in my car, to show me how to operate the Cruise Control. Wow! That is going above and beyond. I have spoken several times on the phone with your service manager, Laura, and she is always available to answer my questions and to ensure me that she and the Honda Service Department are there for me. She is so sweet, very genuine, and extremely knowledgeable about Honda vehicles. I have a 2013 Honda Odyssey (my third one) that needs repair, and I have entrusted my van with your service department. I had it towed in today, and Mike called me to confirm that my van arrived safely. He explained in detail what they will do in how they will diagnose my van. I am completely confident that I will get the same exceptional care with my van that I have gotten with my CRV. I want to personally thank you for having such an outstanding dealership that has proven to me you all are not only professionals, but you are also experts in your field who truly care about customer satisfaction. From a mother, a teacher, and a scholar, who has worked hard her entire life with integrity and genuine care for the other person, it is refreshing to meet and experience those values that you all have demonstrated in every one of my encounters with Heritage Honda of Westminster. Keep up the good work! You have earned this rave review, and I can't thank you enough for allowing me to have an incredibly great experience in purchasing my Honda CRV. Sincerely, Kathy Vall More

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A long day, but worth it our salesman and the finance lady were super helpful! lady were super helpful! More

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This was my second vehicle purchased from the Heritage Mile One family. We could not be happier with the deal we received on our new Honda Pilot EX-L. Richard was wonderful to work with, doing everythin Mile One family. We could not be happier with the deal we received on our new Honda Pilot EX-L. Richard was wonderful to work with, doing everything he could for us with a smile and a joke. Robert worked hard to find the model I wanted and gave me a fabulous deal. I didn't think he could find what we wanted with our budget, but he made it happen. Shane in finance was a pleaseure to work with. He provided us with excellent advice on the service and warranty products. The team was doing everything they could to give us the best deal possible. Mission accomplished! We are overjoyed with our new Pilot, thanks to the Heritage Mile One team. More

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Amazing work by Jon and Heritage team, I’m very happy for my new car. my new car. More

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Excellent experience. Would recommend this dealer for test driving and purchase of vehicles. John our sales representative was very nice informed and not pushy. Would recommend this dealer for test driving and purchase of vehicles. John our sales representative was very nice informed and not pushy. More

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After using a car buying site to locate a car, I came to Heritage looking for a particular model vehicle (used car). Richard Papafio was the first to greet me with a smile and helpful demeanor. I am so gla Heritage looking for a particular model vehicle (used car). Richard Papafio was the first to greet me with a smile and helpful demeanor. I am so glad he did. Richard listened to my needs and looked for the vehicle I had seen online. It had been sold but Richard quickly found another vehicle right in the sweet spot of pricing I was looking for. I truly appreciate Richard's approach. He didn't over push anything. He brought the vehicle around and it was exactly what he said it would be. During the test ride, he identified all the features of the vehicle for me to see and was just a pleasure to work with. Back at the dealership, he kept me in the loop on the purchase process and got me out the door quickly and efficiently with a great car. He took the time to introduce me personally to all the members I would deal with (GM and Finance). Richard is a class act and Heritage is lucky to have him on their staff. Please tell Richard to continue with setting a gold standard. I will be back to buy another car from him without a doubt. As a side note, Jaylen Clifton was also very helpful. When I returned he recognized that I had been working with Richard and immediately dropped what he was doing to go and find Richard for me quickly. Shout out to Jaylen for being a great team player and helping me locate Richard. More

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As a first-tine car biyer, I have to say, I had an absolutely perfect experience. Richard and Brandon were great! 11/10! absolutely perfect experience. Richard and Brandon were great! 11/10! More

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This was the best experience I’ve had purchasing a vehicle and I’ve been around the block quite a few times. Everyone that I encountered went above and beyond. Even with not so great credit (and I’m t vehicle and I’ve been around the block quite a few times. Everyone that I encountered went above and beyond. Even with not so great credit (and I’m taking it easy on myself when I say “not so great), they never made me feel like I needed them. Let’s be clear I needed them! This place performed a miracle and I drove off the lot with the car I wanted, the color I wanted, with the features I wanted, the car note I wanted, AND it had a decent amount of gas in it. I recommend Heritage Honda WEST MINISTER, an absolute 10/10. If I go into detail about how AMAZING my experience was you’d think I was lying. It’s almost Christmas and I swear I kept thinking I was in a Hallmark movie, you know they always have a miraculous ending…lol. No but in real life, GO TO HERITAGE HONDA WEST MINISTER AND GET YOU A CAR! Heritage Honda is so lucky to have Robert Lee, Richard Papafio, Bryan Duff, & Deejay Barnett! To the owner of Heritage Honda, if you see this, EVERYONE I MENTIONED NEEDS A SALARY APPRAISAL! For the first time in life I didn’t walk into a car dealership and feel like I was in a pool full of piranhas that were going to attack me because of my credit score! The deal was unbelievable, everyone that I named was knowledgeable, genuine, professional, and they all went above and beyond the call of duty for me. DON’T WALK, RUN TO HERITAGE HONDA IN WEST MINISTER. More

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Richard Papafio was excellent! He was very helpful, kind , informative and accommodating! I would love to work with him again in the future. He was very helpful, kind , informative and accommodating! I would love to work with him again in the future. More

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