Heritage Subaru Catonsville

We bought a Forester a couple of years ago for my wife and we were very happy with the service. Two years later I needed a new car so it was a no brainer to go back to Heritage in Catonsville to purchase another Forester, so far we are very happy about with their service there.

I bought my car here in 2022. In October 2024 the battery needed to be replaced. It was replaced by Heritage Subaru with a Subaru battery dated 10/2024 with "36 month warranty" printed on the side. My car would auto stop/start at red lights and frequently would not restart, leaving me and my kids stuck in traffic in a car that wouldn't move. The battery failed a battery test at a mom and pop shop in November 2025 so I brought it back to the dealership to get it addressed since it was under warranty. Bob Paolucci is without a doubt the most rude auto service person I have ever had the displeasure to talk to. He was incredibly rude and condescending. Stated that the mom and pop shop "had no idea what they were talking about" since my car passed the Subaru battery test. When asked about the warranty he said the battery was actually a 12 month warranty (November 2025 being month 13) and was no longer under warranty and they wouldn't replace it. I asked how I could have possibly known that it was a 12 month warranty since it has 36 months printed on the literal battery. He made a snide scrunched up face like he was chiding a small child and said in a whiny high-pitched voice, as if to mock me, "well I don't know". I'm not going to throw the service associate I worked with under the bus because she is clearly working under some nasty management. I could tell she was fed up with me and was tired of our back and forth as I tried to figure out how to deal with this issue. How could you be polite to customers when your boss is a complete loser on a power trip? I feel bad for the associates. If this is how you treat customers in broad daylight how do you treat your employees behind closed doors? I left the dealership literally shaking with rage by how rudely I had been treated. ESPECIALLY for someone who gave this dealership a 5 star review when I had bought my car there 3.5 years ago. They are all five star service up front but watch out when you get to the back you have to deal with these lug nut bullies. RIP Customer Service. I will never ever come back to this dealership for the trash service department. Writing this review publicly since I can't email the service manager to complain, since Bob Paolucci IS the service manager.

Andrew Ajufo was a great salesman! I would highly recommend. He cares about his clients