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Customer Reviews of Heritage Volkswagen Catonsville
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Avoid Heritage Volkswagen at All Costs!
by D Schafer on 12/27/2024If I could give zero stars, I would. My experience with Heritage Volkswagen in Catonsville has been an absolute nightmare from start to finish. Battery Issue: A Week for Nothing After purchasing a car from CarMax (still under warranty), it… developed a battery error. CarMax recommended we take it to Volkswagen, so we chose Heritage due to proximity. Big mistake! They kept the car for an entire week before even looking at it, only to tell us they replaced the battery. A week for something so basic? Ridiculous! Remote Start Installation: A Comedy of Errors Thinking the battery ordeal was a fluke, we decided to have a remote start installed. They required a deposit upfront, which seemed odd but understandable. Once the parts arrived, we dropped off the car. Days went by without any updates. After a week of silence, we called to check in, only to hear, "Oh, we ordered the wrong parts." This happened not once but twice. Two separate times, they kept our car for days without realizing the parts were incorrect. Each time, we were left waiting for weeks with no resolution. Finally Done... Or So We Thought Six months later, they finally got it together—or so we thought. We dropped off the car and were promised it would be done that day. Later, we got a call saying it was ready, but there was a "battery error" again. We reminded them this issue had already been resolved by them nine months earlier. Their response? “Oh, okay. We charged the battery; it’s fine now.” The Grand Finale: Remote Start Fiasco When we picked up the car, we were told it came with just one remote. Fine—maybe that was on us for not clarifying. But then the service agent went to demonstrate the remote start, and... it didn’t work. After multiple failed attempts, they called the mechanic supervisor, who couldn’t get it to work either. His response? “It’s not our fault; it might be the battery.” Seriously?! The same battery they supposedly replaced and "checked" multiple times? Unprofessional, Incompetent, and a Waste of Time This dealership is a shining example of disorganization, lack of accountability, and unprofessionalism. They’ll happily take your money upfront but fail to deliver even basic service. If you value your time, money, or sanity, avoid Heritage Volkswagen at all costs. They have some of the worst reviews I have seen!!!They crashed my brand new car at its first service
by Jessica on 02/08/2024If I could rate it a 0, I would, but 1 is the lowest score. DO NOT give this dealership your business. They will crash your car and then not give you a fair trade or deal on a new car. I took my brand new car, bought from this… dealership, to them for its first service/oil change/tire rotation. Their technician crashed my car into a pole and admitted fault. This car has 6,000 miles on it and is now damaged because of the negligence of the dealership. The dealership tried to "internal" the damage so that it would not show up on a carfax and only went through their insurance after I told them that made me feel uncomfortable and that I would prefer insurance to be involved so that I can guarantee that the work is done correctly. They will be repairing it but keep telling me that there will not be any depreciation (when literally every car website says that there will be depreciation for an accident) and that my car will "look as good as new." When I told them that there will be depreciation and that I want an undamaged car, they offered to buy back my damaged car and sell me a new car, but at a $10,000 cost to me. I should not be upside down on a brand new car loan for damage that the dealership caused! They do not care about their customers. DO NOT waste your money or time here and go to a dealership that actually cares about their customers.Slow and inadequate.
by Keri on 06/02/2023Bought this car 9 months ago, I’ve had it there over 4 times now. This will be the 3rd I’m left without my car. I have 3 warrantees and still have had to pay over 900$ when you add in the tow to get it in this time as it is dead. Went in… for the detail day after I bought it and was given it back dirty. Then when they did the detail it was awful. Last service I had to clean all the grease prints off the interior myself. Bad slow service. Then they get mad when you’re upset. Don’t return calls. I did have 1 good service rep but still had to pay 800$ for breaks on a car I only put 5000 miles on. Not covered for that they said. Just really bad experience all the way around.Thank you for sharing feedback about your experience at Heritage Volkswagen Catonsville. We work hard to provide all customers with an exceptional experience and we sincerely apologize as it appears this did not occur. We greatly appreciate you taking the time to speak with our General Manager, Gabe Walman, allowing us the opportunity to immediately address your concerns. As discussed, if you have any additional questions or concerns, please contact Gabe directly at gwalman@mileone.com or 410.753.8917 so we can ensure that your next visit is consistent with the high standards that match our reputation. Again, thank you for your time and we look forward to continue working with you in the future.
Easiest buying experience
by Kyle on 04/25/2023Tobi was super knowledgeable about the car I was interested in and helped me through the buying process efficiently.A car buying experience that was actually pleasant.
by Andy on 04/24/2023Tyrone, Josh, and Billy did am amazing job during every step of the process. They all went above anything that I could have expected to smooth out anything that might have become a concern to me. I would definitely recommend them to anyone… and fully intend to come back the next time I'm ready for a new car.Great experience working with Tobi
by Katie on 03/03/2023We had a great experience working with Tobi at Heritage VW in Catonsville to purchase our VW Atlas. We really appreciated how much he listened to our needs, wasn’t pushy at all, and showed us all the features of the car that would important… to us based on our family and needs. Would definitely recommend working with Tobi for your VW purchase!Complete fiasco - avoid this dealership
by unhappy customer on 08/14/2021Stay away from this place. I saw a beautiful used car on the lot that was in my daughters price range. I called the dealership and the GM answered my call informing me the car was available. We got her qualified and went to pick up the… car. After signing the offer sheet and adding the car to our insurance policy we were informed that the car was actually not available for us to purchase. Disappointed and upset, we headed home. When we were almost home they called and said that we could have the car and stated 'this is not the way we treat people'. Back to the dealership we went where they promptly met us at the door and informed us the car was again not available. They told us they had a similar car that they would make available for us at the same price. The next day they did not attempt to contact us but when I called we learned that the replacement car was also sold to someone else. They showed us a newer model that was $4K more expensive but the car was dented and dinged and they said they would not fix the damage. I asked the GM what happened and he replied 'I don't know'. It does not get any worse.Thank you for sharing feedback about your experience with Heritage Volkswagen Catonsville. We sincerely apologize for your less than positive experience and greatly appreciate you taking the time to speak with our General Manager, Steve Knolle, allowing him to address your concerns. He has attempted to contact you again, to let you know he has been working to find the perfect vehicle for you and would like to discuss your options, but has been unsuccessful in reaching you. At your earliest convenience, please contact Steve directly at sknolle@mileone.com or 410.869.4514 to allow us the opportunity to further discuss your situation and find a resolution that makes you happy. Again, thank you for your time and we hope to hear from you soon.
First time buyer
by Maggie on 08/03/2021Everyone was very helpful and worked with my parents and I while purchasing my first car! Randall did a great job working with us as well as the GM Steve. Even the other people I spoke to were so helpful with information and making sure I… was happy with my purchase! My 2018 Tiguan is amazing and I would definitely use Heritage VW in Catonsville again & recommend them to a friend!Great Service
by Daniel MD on 10/21/2019Struggling to find a Dealership that would work with me do to my current credit status I chose Heritage Volkswagen. I cant say how much I appreciate not only that I was able to get the vehicle I wanted on a great deal but also how great… they treated my as a customer big thanks to Heritage Volkswagen and Alain Sy.Started great; Sale went Poorly; Days Later the Issue was Resolved
by DE15711 on 07/21/2018updated 07/30/2018This is a mixed review that started very well, had a very bad sales experience, and was later fixed by Heritage MileOne Management. Based the final outcome, we decided to elevate it from 1 to 3 stars. Coming in for initial test drive… went well. No pressure to buy immediately. We used Edmunds to get a dealer quote and Heritage VW quickly responded with calls and texts as did others. Heritage VW negotiated a price for the car and answered our questions concerning incentives including $1000 cash back and 0.9% VW financing incentive. Price was right in line with Edmunds TMV and they confirmed the incentives were in play by text. We really appreciated the no hassle of the text offer at the time. My wife and I came in for a final test drive and to put a deposit on a car based on the negotiated price. Sales staff acted polite and professional and confirmed the price texted in writing. We also mentioned how we were looking forward to the 0.9% finance incentive. The next day we filled out paper work, our credit was deemed excellent and put insurance on car. The big surprise came when we went to the finance manager to sign the finance paper work. It's there where we noticed that we were not getting the 0.9% financing offered by VW and clearly discussed in the text offer, but a very non-competitive 3.9% rate. We were told we would only get the $1000 or finance rate. When we showed him the offer was clearly both advertised on VW page and discussed in the text message, he walked away for some time. He later came back and told us they used a different incentive to arrive at the price and failed to inform us although having multiple opportunities to do so including the initial texts. We considered this deceptive at best given the clarity of the text exchange and discussing our financing expectations several times during the process. They ended up dropping it to 2.9% but still did not honor the original text agreement. The finance manager also made two other major mistakes. The wrong number was inserted into the car loan document initially inflating the car loan by $2300 and was caught by us. He did not have our $500 deposit receipt and wouldn't have given us credit for it if we didn't raise the issue and have our own receipt copy. I'm hoping these were both honest mistakes but would have been costly if we didn't catch them. We sent an email of our dissatisfaction to the dealer GM. He called but really didn't seem sympathetic or offer us anything but a couple of free oil changes for our troubles. The Heritage MileOne Director of Operations and VW Customer Care did respond to our complaints. The Heritage MileOne Director said that they are customer focused, live up to their commitments, and sell cars the right way. He thought that the text offer was clear enough that he had us come back in and resign the contract for the 0.9% financing we were originally promised. Although we initially had a bad sales experience, we were very impressed with the Heritage MileOne customer commitment and satisfactory resolution to our issue. We would not be hesitant to buy from a Heritage MileOne Dealership again based on this final outcome. We were also impressed with VW customer care and their responsiveness to our issues and has kept us positive about Volkswagen. Advice to buyers: Make sure you get the whole deal including financing assumptions in writing and that it is crystal clear to everyone before making a deposit.Best car buying experience ever!
by Tiffanyhall81 on 05/29/2018Buying a car can be stressful, but my salesman, Josh Oh, made my car buying experience the best. He was thorough during the entire process and his follow through was on point. I appreciate his sales approach. He was never pushy nor made me… feel pressured to buy a vehicle. I appreciate his professionalism, knowledge of VW vehicles and his presentation. He is truly an awesome person to conduct business with. The other staff during my visits were very pleasant and never rushed at me when I walked through the doors! Its was truly a comfortable experience. Thank you!!!Great buying experience
by VWBuyer on 10/05/2017To all potential VW buyers you owe it to yourself to call Heritage VW Cantonsville before you execute your next deal . Great sales experience. Special thanks to Scott Staley and Steve, thanks for the "midnight run"!!! Tyronne thanks your… attention to details. Finally Thanks to Yancy, great crew!'WOW... just WOW!
by ByeTDIHelloGTI on 08/26/2017WOW... just WOW! I needed to replace my car that was totalled. Everyone at Heritage VW was a PLEASURE to deal with - Yancy Cobb, Nick Barnes, Marcos Escobar, and Ronnie. True professionals! They worked to get me the same car at the… original price of my first one; they held the car for me with no deposit while I was on vacation; they gave me their personal cell phone numbers and answered whenever I called; they continuously followed up with emails and phone calls to let me know what was going on; and they even delivered the car to me (MD to NYC on a Summer Friday afternoon!). I couldn't ask for more!Good experience with Richie and dealership
by skdcskdc1 on 05/03/2017Richie was my salesman. He offered a solid, forthright experience, reserving the car I wanted, working with dealer management and delivering on what was promised. Richie was respectful of my time as I was coming from Washington, DC and kept… me apprised of the sales and paperwork process along the way. I recommend this dealer and Richie in particular.Awesome!
by Rosebud on 04/29/2017The 2017 Passat was my dream car and and Ritchie made it possible. Kudos to an awesome team - Ritchie, Sean, Armondo and Tony!Great Experience!
by jamesarunt on 12/21/2016I went in not knowing what car to buy. Richie Ramkalawan sat down with me and looked through their inventory until I found the car that I like. He was very easy to work with and answered all of my question through out the process. His… excellent customer service is why I was able to buy the car the same day I visited the dealer.The Best Customer Service Anywhere
by dennisaw on 07/22/2016I just purchased my third car from Russel Volkswagon and, as usual, I received the ultimate in customer service. Armando Graham and Denny Applegarth were outstanding. Searching their website, I found four cars I wanted to check out.… They made sure the cars were there for me when I arrived and walked me through the features of each one. I decided on a Passat. I told them exactly what I wanted for a monthly payment and the length of my loan. Armando and Denny worked with me to get the payment I wanted, for the length of the loan I wanted at a great interest rate. I couldn't have been happier. Special kudos to Tony who had the paperwork ready to go and had me out of there in 10 minutes. Customer service is the most important aspect of any business and Russel Volkswagon is the best. Thank you for everything.Thank you for taking the time to review us! Russel Volkswagen strives to provide an exceptional experience for all customers and it gives us great pleasure to know that your visit was a superior one. Your response is exemplary of why good customer service is an integral part of a companys success. Thank you again for the wonderful feedback.
Truly outstanding experience
by TreyMotion on 04/13/2016I had been talking to other dealers in the area for a couple of weeks, then I reached out to Russell VW in Baltimore through this site edmunds.com. Immediately they reached out to me by email and phone. In short, five days later, they… delivered to me the vehicle I wanted, in the colors I specified, and at a price I could afford (compared to other so-called "best quotes"). And this was after they went out of their way to bring it in from another state as the color I wanted was unavailable in this area. Thank you, Armando, Richie and Gabriel. You guys are true professionals - keep up the stellar service.Thank you for your encouraging review of Russel Volkswagen. We are particularly grateful for any positive feedback, but a response like yours truly motivates the team. Without our customers we would not be in business and for that reason I wanted to personally thank you for sharing your satisfaction. If you would need any assistance towards future purchases and/or services, we would love to help! Thanks so much, Russel Volkswagen
So happy
by Karma86 on 01/30/2016Thank you to everyone at Russel Volkswagen!! I am now the proud owner of a Jetta 1.8 t sport and I couldn't be more excited. I thought it was totally out of my price range, but they made it affordable for me!! I now have an amazing car at a… amazing price!! Car buying is not always easy, but the folks at Russel VW take care of you.Denny Applegarth!
by aachapin on 01/19/2016I have been visiting Russel VW for a little over two years now after I met salesman Denny Applegarth. He took me on one of my first test drives ever and was very kind. Denny is a happy-go-lucky guy that is honestly there to help the… customer feel comfortable and find the vehicle that fits as well as suits their needs. I was very specific with my requirements for my perfect, certified pre-owned vehicle, and Denny was very helpful throughout the process until I finally found it. Each time I visited the dealership, I felt totally at ease because of Denny and the rest of the staff, which is laid back. I never felt like I was being hassled or pressured in any way, which is a welcomed sense of relief in comparison to other dealerships I have been to. In closing, Denny Applegarth is a wonderful salesman that I trust wholeheartedly and plan to work with again in the future. Thank you Denny and the Russel VW family for helping me purchase my first ever vehicle!Was very pleased
by DGC_passat on 09/15/2015My husband and I visited several dealerships over the Labor Day weekend to narrow down the car we wanted. My commute has increased and I knew that I needed to give up my Toyota Prius before it gave up on me, (I loved this car). Anyhow, it… came down to another Prius and a Diesel Volkswagon. I have to admit, I was ready to buy the Toyota, but my husband persisted and got me to make one more dealership visit - Russel Volkswagon. He'd spoken with Herb Thomas and Mr Thomas waited for us to arrive, had the car ready and made the whole drive process very easy. We learned that this had been his day off, but that he stayed into the evening to help us get a deal that worked. Although we did not buy that evening, my husband was able to work with the general manager, who was also quite nice, to get us into the car without money down, very low financing and and a check back for our trade-in so we could use those funds to pay down a higher interest rate credit card. I love my new car and was extremely pleased with the friendliness and professionalism of Russel VW.Good morning DGC_passat. Russel Volkswagen is delighted to hear that you had a great car buying experience! We are also pleased that Herb Thomas and our General Manager were able to assist you with your Volkswagen purchase and we will certainly pass along your thoughtful comments to them. As you settle in, please do not hesitate to contact us should you have any questions or want a little more insight on your new Volkswagen. Thank you again DGC_passat for taking the time to review us!
About our dealership
Offering Maryland drivers an extensive selection of new and pre-owned vehicles for sale, Heritage Volkswagen Parkville is excited to assist you with your vehicle search. With exclusive trade-in incentives, an onsite service center and convenient online purchase options, we’re committed to making your ownership experience exceptional. If you can’t find what you’re looking for in our inventory, please reach out and we’ll be happy to find it for you!
Hi, we appreciate you taking the time to leave this review. We regret to learn that you did not have a more positive experience with us. Please contact our Director of Operations, Andy Cohen, so we can discuss the details of your visit, in hopes of restoring your confidence back in our dealership. You can reach out at, acohen@mileone.com or at 443.341.8627.
by Sasha Sullivan on 01/31/2025