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September 2024 by Michele C
Purchasing a car, new or used, can be an overwhelming experience, especially when your last car purchase was ages ago, lol! Sales rep Katie Harold was phenomenal, an absolute gem! She made me feel completely at ease during the entire process, addressing any questions or concerns I had along the way. Sales Manager Keith McCullar was another amazing Heritage Toyota resource! His personality and humor made the many hours spent an enjoyable one! Both associates went out of their way to ensure my Heritage experience went smoothly.
My only not so fun experience was with the finance department. While I understand the business is “sales”, I wish my decision to work directly with my bank for financing was respected. Although I firmly stood by my decision, uncomfortable pressure was applied as I was told by one of the two financial agents I potentially risked losing the vehicle in which I showed interest and completed paperwork for if I did not finance through the dealership. Excluding discomfort from the finance department, I would gladly work with Katie again!
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September 2024 by Aleksey Borodkin
Many thanks to Brian Park who was very friendly, helpful, and patient.
Absolutely no pressure on the customer while making important decision!
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September 2024 by Emily-Grace Mata
Aydan did an awesome job helping me buy my car! He was very friendly and informative throughout the process, and I am so pleased with my purchase. I will definitely be recommending him to all of my friends that might be buying cars in the future!
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September 2024 by prachi patel
The salesperson Ken do was great and the manager too but, was not much happy with the finance lady. She only allowed 2 people saying they can’t have third person inside her office. Which sounded weird to me as I’m the customer of theirs and owner of the car and I didn’t had any problem. I was with my dad inside her office and he doesn’t understand much about cars so wanted his friend to come in. But as she didn’t allowed that, he called his friend to confirm some questions and the lady was mean to my dad saying “don’t you trust me” and “are you done with your phone, shall we continue.” She was scolding people like she owns the company and the company runs because of her.
I AM GIVING 3 STARS ONLY FOR THE COSTUMER REP AND SALES MANAGER.
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September 2024 by Lautaro Bravo
I went to this dealer looking for a Toyota Tacoma, I was just going to ask but the help and the way the saleswoman who helped us "Jessica A” treated us made us change our minds and buy it right away, many thanks to her and the managers in charge, they treated us very well, I left driving my Tacoma very happy !!!
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September 2024 by Fred Holt
Ok, well it's been a year since I worked with this dealership to get my dream car, which I am totally happy with. This is about the dealership. As an out of state buyer (lease in this case) I expected a hiccup or two along the way. I initially contacted the dealership to inquire about the specific vehicle I wanted, talked to Sales rep Katie, who was greatly helpful. She verified the price, availability, but was not able to accommodate my ask to put a deposit to hold it a week (apparently if it's already there it's first come...). She said they were also not able to do the deal remotely (and I'd pick it up in another week) as they needed a "wet signature". She told me what they told her, but that's where the BS starts. I took an early morning flight to Baltimore the very next day to be there when they opened (9am), Katie met me and did her part as efficiently as possible (I had 450 miles to drive to meet my family at a beach vacation, which is why I wanted to wait a week). Unfortunately, the F&I squad, Evander was my guy, was not getting it right. I waited a couple hours for them to attempt to get a $3 discrepancy in their contract to balance. GM came by, but offed no help. I finally departed at 1PM, 4 hours after my appointment arrival. 3 days later, they realized that their paperwork was still incorrect, and needed me to "urgently" (Evander called me several times while I was out riding my bike on vacation) sign these digital documents to correct their errors (fortunately for them I travel with a laptop). Seems they could have done virtual signature at my first request, but no, they refused, so I flew there. There were further problems with their 3rd party out of state vehicle title company, but let's not confuse that with what Heritage had control of. They refused to do the deal remotely because they needed a "wet" signature. When I flew there to get the car, they bungled paperwork for almost 3 hours. When I took the car home, they called urgently to get corrected papers re-signed and suddenly the "wet signature" part went away. I was VERY well served by my salesperson Katie, but the rest of the dealership seems incompetent. Pre delivery checklist also seemed to be skipped as they failed to bleed off the transit tire inflation, so I'm driving home at 50+ psi... After all this, they tell me that if I don't give them 5 stars on their dealership survey, that it will all fall on Katie. I'm sorry, but that's bullshit. GM, Evander, and his supervisor deserve crap grades, but Katie is a rock star. There, I said it.
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September 2024 by Kevin Rim
Brian Park was so helpful and knowledgeable of the car that I wanted. Highly recommend going to him if you want to buy a new car.
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September 2024 by Patrick De Leon
We recently moved to Westminster, Maryland, from Dubai. It took us a month to decide which car to purchase because we were bombarded with so many choices, making it difficult to finalize our decision. We're glad we met Mr. Brian Park at the Heritage Toyota Owings Mills branch, as he was very patient and helpful in guiding us through the process. We were able to finalize the purchase of a brand-new Tacoma, and my wife and I are extremely satisfied with both the service and the pickup truck we chose! Cheers!
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September 2024 by Nagwan Soliman
Absolutely HORRIBLE experience. Do not purchase your new car from them.
No one responded to my calls and my emails. they only good in selling cars but no customer services after it. I kept calling the finance manger Evander Tross and sent emails and no answer. He supposed to finish the registration of my car and send the tag of my car and he did not do that. I called the operator to put me in contact with another person, They put me in a lengthy hold and no one answered. The service department also did not respond to my calls and I asked to speak with the service advisor and he/she did not pick the phone.
So, my advice is if you want to buy a new car, do not go there. You will get Zero services after you walk out of the door.
l.
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August 2024 by Sheliah Washington
I came back to Heritage Toyota because I trusted that there would be honesty and integrity.
I was correct?!
It took a week but salesman Ryan Wehler made sure I got exactly what I needed.
I would recommend them highly to anyone that is looking to purchase a vehicle ?
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August 2024 by Sara Waire
Update— The General Manager, Brison Chu called me after seeing my original review. He is working to rectify all these outstanding issues. I expressed my appreciation for the quick followup. Will update review again.
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I purchased a used vehicle from this dealership on 7/30/24. The salesperson, Jessica, was nothing but fantastic from start to finish. I was however turned off before the sale was finalized as I received multiple calls from different Managers. They called to “check in” but didn’t seem to know which car I was actually interested in purchasing. When we did agree to the sale, I was assured that certain pieces of the transaction would only take a short amount of time. 1 hour turned into 4.5hrs and we had to return the next day to finalize/redo some of the paperwork.
The vehicle I purchased went through detail before I took possession of it. They must’ve done it quickly because my 9yo found a used face mask and clothes hanger in the car the next day.
I had to follow up multiple times for the overage/equity check (from my trade in) to be issued to us. What was “no problem” turned into multiple calls and emails to get money owed to us. To help amend things, one of the General Sales Manager did offer to mail out my plates. Of course, the plates that were supposedly mailed out on Tuesday are still sitting at their office on Friday.
As part of the sales deal, we had agreed that some chipped paint would be fixed on the front bumper. I would just need to schedule with their service department. I called Service on a Tuesday and was told I needed to leave a message. Fast forward to Friday of the same week and no one has returned my call. I called again only to be told by Service that this is something Sales should have taken care of.
While it’s been almost a month post sales, I am still dealing with sorting out multiple pieces. Maybe it’s miscommunication, maybe it’s the fact that the sales has been finalized so I don’t matter to them anymore…I highly regret purchasing a vehicle from them and would not recommend this dealership.
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August 2024 by Precious Joubert
Absolutely HORRIBLE experience. I had high hopes for this location because of the great customer service I have received from my salesperson, Denise. There is only 1 working speaker in my vehicle and I am being REFUSED service. I was told specifically that the "service manager has declined replacing the speakers". This was told to me with ZERO explanation. Everyone except Denise has been ignoring my requests and passing me along to the next person, just to be ignored by them. I was also passed along to the General Manager's voicemail and even he won't even take the time to reach out to address my concerns. Even my first initial experience at the service center was awful. The first guy I met, I believe his name was Alex, kept trying to get me to leave and go somewhere else to service my car, even though I was sent there by Denise to meet Judy. I will be giving my HONEST RATING of this company on every site possible. My next communication will be with their corporate office. I do not recommend ANYONE going to this dealership.
It’s a bit frustrating spending $10,000 somewhere and being treated as if that’s not a big deal.
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August 2024 by Donald Retzler
Very knowledgeable and friendly staff would highly recommend doing business with this dealership.
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August 2024 by Deborah
Samuel, it was great pleasure working with you.
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August 2024 by David Luchinsky
Sammy was a fantastic salesman, and was very helpful. I think he deserves a raise
