Heritage Toyota Owings Mills

Reviews 3

KA

Katrina Papavasiliou

I had a particularly bad experience at this dealership. I came in 2 weeks ago looking for a 4runner TRD pro. The one in "Inferno"was actually being sold that day...But they had a black TRD pro coming in the following week. They said I could put down a deposit on the black TRD then they could process a "color swap" for a TRD from another dealership in the color I wanted...Inferno. While at the dealership they also gave me a value of $7,500 on my 2007 Acura TSX with 68,000 miles. I let them know this was extremely undervalued and that I would i be pursuing other options such as carmax. A few days later, the salesperson called to tell me they were able to negotiate a color swap with another dealership for the car that wanted and that the car would be ready for pick up the following day. In the meantime I asked for the spec sheet and warranty information to be emailed to me to I could prepare for financing. Neither item were ever emailed to me. The following day I took my TSX to carmax and sold it for $10,000. My car was worth this amount and I honestly felt like R & H was trying to give me the lowest dollar amount possible for my used vehicle that was in excellent condition. The day after as I was heading up to pick up my new TRD from R&H I called to let the salesperson know I was on my way up there to buy it...I live about an hour away so I wanted to make sure he was prepared for my arrival. He did not answer. I then got a text message from a random number that said "bad news about the car". I texted back and it turns out this is the salesperson letting me know the deal fell through for the TRD in inferno. THIS IS THE FIRST I AM HEARING OF THIS. I have sold my car and am on my way up to pick up my new car and the salesperson is "in a meeting" and will call me in 30 minutes. Well 30 minutes turns into an hour and a half....when he finally calls me back he tells me that the deal with the color swap fell through. I am displeased the the total lack of communication from the salesperson. Not to mention I am extremely displeased with being promised a car with the options and color that I want, only to have everything fall through after I have sold my car. I work in the customer service industry myself....and honestly this is some of the worst all around service I have received. Everyone in the dealership was "friendly" but they failed on many levels of customer service. As a consolation the dealership offered me $500 off the black TRD. What a joke. I said this unacceptable because I know they give $1,000 military discounts online and they gave me $750 off. They said they couldnt give me the full $1,000 because it includes a "rebate". You guys really cant do any better than that? Thanks for essentially doing nothing R & H.... My suggestions: -DO NOT call a customer to tell them you have located their vehicle until the vehicle actually arrives on the property -improve communication with customers. I should have been given a phone call right away that my vehicle was no longer available....not at 3pm in the afternoon when i was on my way to pick it up. -give customers fairer values on their trade ins -have a better plan in place for damage control when a deal goes south. Taking $500 off the purchase price was certainly not enough to smooth the situation over. I ended up purchasing the Black TRD pro from R&H because I had already sold my TSX and knew if I wanted a TRD this would be my only opportunity to get my hands on one. If I had a "do-over" i certainly would have held onto my car for another couple of months and waited to purchase a 2016 4runner TRD PRO from another dealership.

A

Anonymous User

I feel incredibly fortunate to have tracked this dealership down via internet ratings. Id been researching the car buying process for over a year, being somewhat of a deliberate person. For reasons too complicated to go into, however, I ended up have to actually buy a car within a few days time. This was the first dealership I visited and the final one I came back to after driving all over the Baltimore area in a frantic car-hunting crush. The first person I encountered and the one I spent the most time with was salesman Dennis Margroum, and I cant recommend him highly enough. Hes exactly what you want in a salesman, unless of course youre fantasizing about someone giving you a free car. He was respectful, informative, not at all too pushy, and he worked tirelessly to meet my needs. I honestly dont think anyone else could have talked me into a brand new car, but Dennis pulled it off by working some magic to fit a new car I could love into a budget I could manage. The receptionists were friendlier and more helpful than at other places. Carol was a great help, Connie was a great help (and very tolerant) - in short, the entire staff seemed fantastic, so management must be doing something right over there. I bought my car a month ago and had my first experience with the R&H Service Center today. So far as I can tell, these guys are on par with the dealership. They very kindly and patiently inspected my brakes, adjusted my tire pressure and then explained to me what an ABS braking system is and why I shouldnt freak out when I feel it come on. Doh! Additionally, they were respectful of my time, pulling off an hours turn around in my service visit. It can be hard to find an auto shop that respects your time, so this is no small thing for me. Added bonuses include the recycled water car wash on the premises and the automated online appointment scheduling service, which I used and which worked perfectly. In summary, this dealership offers a level of quality, honesty and service that I didnt encounter anywhere else. Buy your next car from them! You wont regret it!

AN

Anita LaPeer

This is by far the worst dealership and company I have ever experienced. I purchased a Toyota Highlander in Feb 2015. They are a bunch of liars and cheats...anyone who has put a positive review on here has been royally screwed over and just never realized it. After the deal was completed on a Toyota Highlander LE Plus...they finally pulled the car up for me to get in and drive home...however I noticed that many of the LE Plus features were missing. I kept asking are you sure this is a LE Plus and not a LE...they assured me yes (both models only have LE on the back). I finally got them to admit it was in fact a LE. So they were putting me in a lower level trim than what I paid for and were trying to have me drive off the lot thinking I would not notice! Then after spending nearly 5 hours at the dealership by now...they tell me they have no LE Plus on the lot and none in inventory. I knew they were lying because I could see online there was inventory. I even called some of there partnership dealerships to ask...they also told me they had some. So when the manager came back to tell me they had none in the area...he was caught it a big fat lie. I made them go to one of those other dealerships and bring me the car I spent all day purchasing. I financed through my own bank and not Toyota. Why is this important? Well because the title of the vehicle should have been assigned to my bank...the people who actually paid for the car. Who is the title holder? Well R&H toyota titled the vehicle to themselves. so now my bank is asking me for the title. It is now April 2016...more than a year later and R&H still has not made the correction. They keep telling me that they will get it done. They have lost all the original paperwork (seriously???) and keep having me send them stuff...then in turn keep saying they dont have it. Mind you, my file has been transferred to three different people now...now ownership...no accountability. R&H is a bunch of lying, cheating, lazy people. STAY AWAY!!!!!!!!!!!!!

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