Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought an extended warranty- car got totaled. *** taken all the steps to get the refund to go to financing company but heritage refuses to answer the phone. its like pulling teeth with them. cant use gap coverage because i need the warranty check sent to them first. everyone says theyll look for answers but never call me back.

  Business Response

  Date: 07/23/2025

  I have confirmed that a refund check for the *** policy was cut and sent at the beginning of July. *************** has confirmed receipt of the check (check# ******) and that they are processing same. 

• Initial Complaint

  Date:06/25/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I looked on the business's website for a pre-owned vehicle. Under the vehicle I wanted, there is a button that states, "Get $2K More for Your Trade!" I hit this button and made an appointment as prompted. I then received an email that stated in bold, "You will even receive an additional $2000 above the value of your 2012 Tacoma! Simply come in for a quick trade appraisal appointment and receive an offer for your vehicle on the spot." At the dealership, their trade appraisal was $4,000. I asked for the "$2,000 above the value" promised in the email. They refused to honor it. The General Sales Manager, ******* ****, stated that the deal was 'Up to $2,000 over the ****** Blue Book value.' This is different language than in the email. The *** value of my vehicle was over $7k, by the way. I traded in my vehicle for the $4,000 offered, but feel that they should honor the "$2,000 above the value" promised in their email or change the language in their email. I contacted them via a form on their website today and received a call from a woman who did not see any issues with the situation, but offered for me to speak with someone on the sales team.

  Business Response

  Date: 06/30/2025

  I understand that the dealership has reached out to the customer regarding this matter and that they are working with her directly in order to resolve this issue to the satisfaction of both parties.  

  Customer Answer

  Date: 07/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used car, 2022 **** E-tron GT. For me to agree to move forward with the purchase they were to provide the missing EV charger kit that comes with the car. This was noted in the sale documents. They said they wouId send it to me. I only received part of the charger and not the whole charging package. it was missing a plugin/connector. I reached out to the company but the listed sales people would never pick up or return my phone calls.

• Initial Complaint

  Date:11/19/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear ***,I am writing to address an issue regarding a recent service visit at Heritage Toyota Catonsville on 11/16/24 for my vehicle with 120,000-mile factory-recommended maintenance. When I initially scheduled the appointment on your website, I was quoted a price of $358.41. However, upon arrival, I was informed that the cost would be $********* addition to this discrepancy, I was contacted just minutes before closing about an additional brake and rotor service costing around $1,000, which I declined. Despite informing your team that I needed my vehicle back by the end of the day due to my work schedule, I was later told that my car would not be ready until after hours, and no one would be available to accept payment once the service center closed.After reviewing the details of my service, I firmly believe that I was charged for a "plus" service that I did not select. I am requesting a refund for the difference of $285.69, as I was only expecting to pay the quoted price of $358.41 and should not have been charged for additional services without prior consent.I value transparency and fair pricing and hope you can address this situation promptly. Please process the refund to my card on file, and let me know if you need any further information to resolve this matter.Thank you for your attention to this issue. I look forward to your prompt response.Sincerely,***** ******

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good ************ early May 2024, I purchased a 2023 Toyota Corolla from Heritage Toyota. They provided the carfax report (no accidents, low milage...the car was basically brand new with only one previous owner.)On October 4th, the car just...broke. It suddenly would not start despite jumping it, and I had to have it towed to the ****** Toyota in ******. They kept it for TEN DAYS, and kept lying to me about different problems it had and telling me none of these were covered under my warranty. They charged me $350 for a new battery, just to have the car instantly break as soon as I drove it off the lot, and refused to refund me. So then I towed the car to Heritage Toyota in Catonsville, which is NOT close to where I live. Since then I have had to bring it back to the dealership no less than 6 times in the last month and a half, as it keeps breaking inexplicably. The latest, as of yesterday (11/10/24), was it suddenly started making helicopter sounds and saying maintenance required. I brought it back to Heritage Toyota this morning and said "can we just admit that this is a lemon now", but they said no. I believe it is, as I feel unsafe driving it knowing that it can and WILL break for no reason and at any time. Please help me to get this dealership to agree that they have sold me a lemon, and to buy it back at the price I paid for it. Thanks to this car my mental health and stress levels are really struggling, and I just want to be done with having an unsafe, unreliable car.Thank you for your help and let me know if you need me to provide invoices.

• Initial Complaint

  Date:10/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a toyota corolla car 2022 LE on 1/15/2023 from Heritage Toyota Catonsville for my daughter. She got into an accident end of July 2024 and the car was totaled. When we bought the car we had taken additional warranties on the car in the amount of $3537 for extended warranty on the car and $1665 on tire and wheel. When the car got totaled the finance people at Toyota told us we would get back $2697.19 on the extended warranty and $1208.56 on the wheel and tire however since August they have been given us the run around. Sometimes they say the check has been mailed at other times they say it was mailed to the wrong place. Most recently it is that they need information that the car has been paid off. For the last three months we have been trying to get our money back and need help. We have called and visited the finance people multiple times with no avail.

  Business Response

  Date: 10/24/2024

  I have confirmed that both refund checks are cut and ready for pickup by the customer or we can send them in the mail. The store left the customer a voicemail with these options today. Please contact ***** ******* directly at ************ to arrange this. 

  Customer Answer

  Date: 10/29/2024

  Received both the checks from Toyota Heritage finally yesterday 10/28. Appreciate all the help from Better Business Bureau. 

• Initial Complaint

  Date:04/25/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I bought a suburban from Heritage toyota on 4/20/24. Unfortunately i was not able to stay to complete the sale. Tony and crystal from finance took to complete advantage of my wife, we were offered a 7.8% interest rate. The next day I saw the payment was $40 higher and that because interest rate was changed to 8.9%. There were also some damages to the vehicle that the sales manager agreed to fix like rear seatbelt missing. No one reached out about scheduling appointment for repairs. I have called dealership several times and got no response.

  Business Response

  Date: 05/09/2024

  dealer made a refund to the consumer to satisfy the disparity of the interest rate 

  Customer Answer

  Date: 05/10/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 21623499, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *****

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The problem is the deception and vagueness of the sale of the car. They pretty much stole 8,000 dollars right from under my nose. The problem is also that, I purchased a warranty for tire and wheel here. A recent incident happened where I needed a rim and tire replacement but only partially honored. My service advisor told the warranty team that my vehicle was vibrating and unsafe to drive but, the rim would not be covered because there was no crack in it. The service advisor is Kevin at ******* ******, which is where I dropped my car off. Kevin failed to justify my case and was denied a rim replacement for my car. He refused to speak with Ron ******* at Toyota heritage over the issue as Ron was making an effort to see if he could get the cost down with the warranty team. What should have been repaired at no cost to me, costed me $800.00. This is unjust that these companies do not care if you're unsafe on the road. They will be aware of the safety hazards that this kind of thing can bring on to people yet, they will still let you drive unsafe on a damaged rim that is inevitably going to ruin your car and cause accidents. I regret coming here and I would love my 8 thousand dollars back. I'm willing to sign a clause that I'd never shop here again. The least they can do is honor the warranties they sell.

  Business Response

  Date: 02/21/2024

  Ms. ******** purchased her vehicle from the dealership in September 2022.  She took it to ****** ****** in December 2023 to have a tire replaced because she got a nail in the tire.   She purchased a Toyota Tire and Wheel plan when she purchased her vehicle and that plan covered the cost of replacing her tire in December.  She states she returned to the dealership in January 2023 because she hit a pot hole that damaged her tire.   It appears that the dealership submitted a claim and the service plan replaced her tire due to the road hazard.   Her concern is that the adviser at ****** ****** told her that she also needed to get a new rim and that the rim would not be covered under the tire and wheel plan.   I do not have access to ******* ******'s system or repair orders to find out what the service advisor did or found while her car was at the dealership.  ****** ****** is a privately owned company and not part of our auto group.   Our Service Manager Ron ******* attempted to assist Ms. ******** by calling over to ****** ****** yet the advisor would not speak to him.   Her current complaint is with the service she was provided at ****** ****** not Heritage Toyota Catonsville.  I have spoke to Ms. ********* and told her that we would attempt to assist her by providing her the contact information to the Tire and Wheel claims department.  We will do what we can to assist this customer with her concern.   I will update the complaint once I speak with Toyota's tire and wheel company.   At this time, There is nothing that our dealership has done wrong and we are attempting to help this customer.  Thank You.

  Customer Answer

  Date: 02/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I received a call from someone names Dan. I never heard back which I guess means no one could do anything? Since Kevin the advisor at ******* won't speak or help, I will be filing yet another complaint for *******.
  
  
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:10/31/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/31/23 I bought 2022 Genesis from this dealership at the time of purchase I did sign many papers including several papers from CarFax including the CarFax papers stated exact days and year of my warranty. I was told that I will have copies of my papers which was given to me in a folder. When I checked the papers at home, there was no warranty papers by CarFax papers. I did call the salesperson Mr. Khan requesting that also the papers from MileOne stated that the car has first aid bag which I did not receive. Mr. Khan did not respond to my request and I sent him two Texts with no response. Then I sent an email to sales manager Mr. Davis Mejia, no response received. Then I emailed twice to John Kim the general a manger, with no response from him and finally the CEO of MileONe Mr. Feder no response.
  I did complain to Maryland DMV and couple of weeks later I received an email from Mr. Walter McDonal stating that Mr. Kim is no longer with the company, and he is the general manager., telling me if I want, he can send me the papers. I wrote him twice with no response.
  I am asking you to investigate or take care of this complaint the dealer ship should send ALL THE COPIES OF CAR FAX THAT I signed. Also reimburse me for the cost of first aid bag.. I am sending you the emails that I have sent to dealership.
  
  I do appreciate your help.
  
  The dealership does not take responsibility after the sale.
  
  I am not sure if you can download the items enclosed

  Business Response

  Date: 11/03/2023

  Jared ******* has spoken to Mr. Ebrahim and given him all of the documents requested.  Also,  He is sending him a $50 check for customer good will to reimburse him for the first aid kit.  This has been resolved.

  Bureau Response

  Date: 11/06/2023

  Ebrahim *******
  
  *** * ***** **** *** ****
  ************ *****
  
  
  
  
  
  Dear Ebrahim *******:
  
  
  
  This message is in regard to your complaint submitted on 10/30/2023 against Heritage Toyota Catonsville.  Your complaint was assigned ID *********  

   

  
  

  BBB has received a formal response
  from Heritage Toyota Catonsville. We ask that you review the response and understand that BBB
  is here to assist both parties in reaching a fair and reasonable resolution.

  
  

  
  

  Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

  
  

  Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

  
  

  If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.
  
  To access/respond to this complaint online:
  
  Go to: ****************
  Enter the following code: **************

  
  

  Sincerely,

  
  

  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####

  
  
  
  MESSAGE FROM BUSINESS:
  
  
  
  Jared ******* has spoken to Mr. Ebrahim and given him all of the documents requested.  Also,  He is sending him a $50 check for customer good will to reimburse him for the first aid kit.  This has been resolved.

  Customer Answer

  Date: 11/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Ebrahim *******

  Bureau Response

  Date: 11/06/2023

  Daniel *******
  Heritage Toyota Catonsville 
  
  **** ********* ******** ****
  ********** ** *****
   
  
  
  
  Dear Daniel *******:
  
  
  
  This message is in regard to a complaint submitted to BBB about your business on 10/30/2023 by Ebrahim *******. This complaint was assigned ID *********
  
  
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
  
   
  
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  
  
  
  Sincerely,
  
  
  
  Lisa ****
  Dispute Resolution Team Leader
  ***********************
  
  Phone: ###-###-####
  
  
  
  MESSAGE:
  
  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Ebrahim *******

• Initial Complaint

  Date:10/31/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  End of July I purchased a Toyota Tundra from this dealership. I requested the vehicle to be titled in Florida which is where I am a resident of and they stated they could do it. After a solid hour of not know what they were doing. They offered Maryland, I said what about the taxes? And Mr. John *** (Sales Manager) said that they will still charge sales taxes but he could refund me via check, that it was not a problem. Fast forward, John *** has been ghosting me and no one answers at dealership. Now why sign a agreement and make promises you can’t keep? All I want is the refund that was promised by Mr ***.

  Business Response

  Date: 11/08/2023

  We have received Mr. ******s concern and are in the process of reviewing the details of this transaction so we can help resolve this issue.   I will respond with the outcome of our review and will work on getting this resolved for our customer.  

  Customer Answer

  Date: 11/15/2023

  Good day, 
  
  Hope is all good. I haven’t marked anything since dealership was still investigating the issues on their end. Still awaiting resolution/payment. Once they do make things right, I will make sure to reach back out and hopefully it can be marked as closed and resolved if possible.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 11/17/2023

  We have resolved Mr. ******s concerns and he is happy.

  Customer Answer

  Date: 11/18/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20789847, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****