Russel Toyota - Scion

Went to the parts dept. to see if I could find a wireless remote for my car that I had bought used. Was told by the parts counter person that if I did not buy my vehicle there then they could not help me but they were willing to sell me a keyless entry remote and install for 250 dollars. Now how do they even know my vehicle has the keyless remotes if they cant look up my car? Come to find out at a real toyota dealership in Glen Burnie that you can tell what a car has in it from there vin number you just have to put a little effort into it. All in all I would say stay away from this dealerships parts department and go to one where they are willing to help you and just not sell you things you may or may not need.

This review is for the SERVICE DEPARTMENT. I have been here twice and terribly disappointed both times. Worst service experience so far from Toyota. They may give you nice ambient waiting area but rip off customers by promising the things they never do. It took them 4 hours to change oil after promising me to get it done in 1.5 hours. Promised me to top off Coolant fluid but never addressed it. Even after sending email to the Service Director, Ron Filling there was no response. I will not be returning to this dealer. Worst service experience.

I had the pleasure of being helped by Kevin and Howard on a purchase. Howard was able to find the perfect car for my family in less 15 mins while Kevin processed the paperwork. They made an amazing team! The knowledge and expertise shown was phenomenal. The time they spent to make sure I was making the best purchase was spot on; as I was pulling out with the new car Kevin was still showing me all the amazing features! I had to bring my baby along for the purchase and Kevin and Howard helped distract and play with her so I could stay focused. They really made us feel like part of the Toyota family. Thanks for such a great buying experience.

worsest experience ever buying a truck from russel toyota on baltimore national pick.

Sales manager and his customer relation was very rude and mean. sales manager did not know how to appraise my truch for first 2 times and even though he made a mistake on appraising my truck as a trade in he does not won't to admit it and apologized first time offer $23000 for my 14 toyota tacome and when i need to make the deal next week he back on his word and he said my offer is for $18000 what a dum person he is i can't believe toyota hire such a dum people to work in sales like this person !!

Beware service department. We had a solid buying experience here years ago buying a 4Runner for my wife (would have given that a 5). Like most we do not use dealership for normal service due to cost. The warning lights(per, several) came on the way home late from work. Wife made an appointment to get that checked and a $64.99 74,000 mile inspection (e.g. oil change). When she went in the service rep (e.g. salesman) pushed a preferred 75k package that was $604. My wife argued about the internet deal and Ryan the salesman said he wished they didn't do that. They spent 5 minutes arguing the differences in which Ryan showed her an item breakdown with no explanation. My wife at this point thought there was some type of communication barrier and signed it thinking they HAD to be talking about the same thing. She had a confirmed appointment for a $64.99 75,000 mile inspection and to get her warning lights checked out. This was at 1PM.



Late afternoon they called asking her to approve $1,400 worth of work. She said no. Now she's completely perplexed and asking how they got to this. The girl said she did not know as she was not the technician. By early evening they called and said they were done and the bill was just under $1,000.



We went up to pick the vehicle up. Long story short Ryan was not there so Karen, the manager said we would have to pay and come back the next day. Her position was my wife approved the estimate. But that is an estimate only and work beyond that has to be approved.



When we went back the next day of course their position was they explained everything to my wife and she approved it. We have been married for 28 years and I know my wife did not have that explained. This was not the case. At one point Karen, the manager even said we assumed no work had been done on the vehicle since there was no record of service. That has strong implications that they pushed this service on my wife and supports my wife's assertions. At no point did anyone ever bring up my wife's appointment or understand that she had concerns. She was very vocal because they all remembered her. When I mentioned this was such a bad situation with very serious "bait and switch" perceptions that I would not buy a car there again Karen the manager actually asked me "if I was really going to buy a car there based on not having ever had our 4Runner serviced there?" Talk about rude and an utter lack of business sense. Why would I go to a dealership for service that just charged me $1000 for a 75,000 mile service. But I would have come back to buy a truck there (until this).



We asked to have $500 of the $1000 refunded. They said they would split that with a credit. I believe in integrity and turned it down for two reasons. First the customer service was horrible and no idea they were a business and second was the lack of integrity. And I am being generous. There would be no reason to trust that anything I did would not turn into much more. But than again, that is a business model also.



Bottom line they did not follow their own internal process and the communication was horrible. This entire episode would have been avoided if they had simply brought up the appointment and executed that or started from there.



STAY AWAY from these people. Plus, who needs a vehicle that requires a $1000 service check at 75,000 miles? I have a Dodge Magnum and a Jeep Grand Cherokee with over 155,000 miles and haven't spent that much in its life. I ran three Fords (Bronco, F150 and Explorer) over 200,000 mile before anything major ever needed done.

Be very careful if you decide to buy a car here! We agreed on a price. Unfortunately I trusted them and didn't review paperwork carefully enough - my fault! They added over $ 2000.00 to the price of the vehicle. When I caught them I brought it to the attention of the salesman, Victor Tabinski. He could care less and his explanation was "the manager did it, you will have to talk to him". The manager, Matt Bukowski, admitted that he did in fact add to the price of the vehicle, after the salesman told me one price.



What they did was take the savings in taxes from my trade ($1900.00) and then added it to the price of the vehicle. His explanation was that if I went to another dealer I would have lost the $ 1900.00 tax savings unless I bought a vehicle from that dealership, so he "decided to add it on to the price" at their dealership because I was going to buy from them anyway. Absurd! I would have easily gone to another Toyota dealership because there a NO other dealerships that would have done this. Lesson learned - review paperwork before signing at this dealership. Its outrageous that they would do something like this but I guess there are a lot of people that unfortunately did what I did and just trusted them and signed the paperwork. The additional $ 420.00 that they charged was for "prepping the vehicle" which they described as "cleaning".



Bong Lee in finance did the financial portion. What I find interesting is that he posted a Google review of how great this dealership is. Any company that needs employees to post reviews to increase ratings is a company that can't be trusted!



I ordered two accessories that needed to be delivered to the dealership. The salesman, Victor Tabinski, and the Finance Manager, Bong Lee, both stated that I could bring my title and second remote/key for my trade to them when they installed my two accessories, since I didn't have them with me at the time of the sale. I appreciated that from them as it saved me a trip back there.



Next, I received a call from Walt McDonald, another sales manager. He began threatening me because I hadn't bought the title and remote/key back to them yet. I explained what his salesman and finance manager told me but he could have cared less also. He began threatening me and acted like a child. Obviously the employees at this dealership don't communicate between each other.



On a side note, when the accessories did come in I dealt with Karen Farina in their service department. She couldn't have been more helpful and pleasant to work with! She apologized for the behavior of the entire sales department. The sales staff need to take a lesson from her in being truthful and treating customers the correct way!

The salesperson, Ezequiel Ojeda, who helped us was very friendly and patient. The sales manager, Walt McDonald, however, was extremely rude, abrasive, and intimidating. We were very interested in buying a Prius and had come to the lot to test drive one, but were somewhat hesitant on the price, as another hybrid we were looking at was offered at less. The salesperson asked us what price would make us seal the deal that very day. We honestly answered that if the price of the Prius could match the price of the other hybrid we were considering, then we would absolutely be fine with purchasing with them on the spot. The salesperson had us sign on the matched price point and left to check with his manager. The manager came back to us, did not introduce himself, and immediately began asking us in a very aggressive manner how we expected him to let a car go at that price. We reminded him that we did not expect anything, we were simply asked what price would seal the deal and gave our honest answer - it was up to him if he would like to negotiate further. He then quizzed us on our knowledge of ratings and statistics between the two hybrids we were considering and mocked our use of the word "hybrid," stating that the Prius was the only "true hybrid". It was completely a degrading experience to have a grown man attempt to make us feel as if we were somehow in the wrong for suggesting such a price. We left. The next day we actually purchased a Prius at another car dealership for even lower than the price the sales manager at Russel's berated us over, so I guess it worked out.

Do not go there. They are incompetente, late, and liars. My experience taking my car through the Geico Express Service could not have been worse. I had to return so many times, and I still do not have the paint job properly done. If you want our car with different colors, strick marks, finishing impregnated with particules, second-hand/after market parts, then, this is the place for you. But of course, they will tell you that everything will be professionally done, in a timely fashion!

Tim Gruzs extremely helpful, professional and friendly.

Constantine and Rodney were exceptional and it was a pleasure working with them both.

The process was expedient and the salespersons provided thorough explanations of the extras without pressuring to buy them.

Terry was a tremendous help and explained all necessary information in a very professional manner.

Corey was a great salesperson and it was a good experience overall. Very knowledgeable.

The way I purchased this vehicle save me so much time! My salesperson, Calvin Moh, made the experience stress-free. He was attentive and responsive. Time is valuable and I appreciate that he understood that.

I'd like to send my thanks to Robin Yokum and Patrick Kenney for their diligent efforts to correct the squealing break issue with my Hilander. Their persistence in solving this agonizing problem is greatly appreciated. They should be commended! Ms. Yokum has once again handled my service needs in a very professional manner and exceeded my expectations.

Tim G was great when we came into to look for a car. We actually had in mind to buy a used car but he was very good on explaining things to use to help convince us to buy a new car. He went above and beyond to find a car that we liked and in our budget.

Fantastic service. Great buying experience. Will always shop there and refer friends.

Outstanding overall experience. truly professionals and always take good care of my BMW service needs

My salesman, Carl Luck, did an excellent job. He was personal and professional. I enjoyed my car buying experience.

Mark was really fantastic. He was very helpful from my first contact, which was via my TrueCar.com inquiry.