Heritage Toyota Owings Mills Service Center & Body Shop

Extremely disappointed with the service department at Heritage Toyota Owings Mills. My brand-new Toyota (purchased May 2024) was towed in on a Saturday after a serious safety issue involving loss of braking. I was told — and have documentation — that it would be evaluated first thing Monday morning. It wasn’t. Despite repeated calls and voicemails on Monday, my service advisor Alex K. was unreachable, no updates were entered, and my requests to speak with a manager were ignored. After hearing nothing all day, I contacted Toyota corporate and was told someone would call me the next day. No one did. I had to go to the dealership in person Tuesday morning just to get an update. When I arrived around 8:00 AM, my car was still sitting in the same spot it had been left on Saturday, untouched.

Great team working there. Rob (sales guy) really worked with me to get the best price we both could agree on. With a little negotiating, got was I was looking for on my trade-in. I do want to note that there was NO hidden fees, markups or add-ons. This was very refreshing. Recommend this dealership. The finance team did try to sell me up on extended warranties and other stuff but was very nice about it and didn't have an issue with my responses. Very courteous and was there if I had more in-depth questions about the contract.

I brought my car in on October 4th for the bumper to be fixed and it took until November 14th for the car to be finished. The car was initially quoted to be fixed in about 2 weeks… They continually claimed that they were waiting for the insurance to provide a supplement, even though the supplement was provided several days beforehand. And apparently they needed to reorder the headlight, a month and a half later (part of the original estimate) There was little communication from the body shop about the status of my car and they were pretty difficult to reach during the business day. Unfortunate since I live about an hour away and needed to continually check in. The new lady, Leslie, was great whom I had the final week, but that’s the only good part of the experience.

On Friday, November 21, 2025, at approximately 12:00 p.m., I visited the dealership for routine service, as I regularly do. When I entered Alex’s office, I was subjected to discriminatory and disrespectful treatment. He attempted to prioritize another client’s service even though no one else was present in his office, and his behavior made it clear that he was dismissing me without cause. I requested to speak with the supervisor, Tony. When he arrived, he stood with his hands in his pockets, leaning against the wall in front of me. His response was dismissive and unprofessional; he simply told me that I “can go somewhere else,” then walked away without offering an apology, without clarifying the situation, and without attempting to understand whether there had been a misunderstanding. His

Pressure free car buying experience! Kudos to Sales Associate Jennifer Moreno and Finance Manager Evander Tross.