West Herr Automotive Group
Reviews and Complaints

Made an appt for service at west herr East Aurora. Not my choice but only one who could get me in. My appt was for 9:30 i was there and checked in before 9. My service rep. Told me 1-2 hours to diagnose problem. I texted him after 1 1/2 hours and he said they still did not have a diagnosis. I then had a friend take me to work downtown. At 2:30 i arrived at dealership after not hearing anything all day. I called from the parking lot where i could see my car in the lot. I was told by my rep. That he would call me back after he checked on my car. Within a minute of hanging up with him a technician came out and drove my car in garage. The representative called me back and said he should have a diagnosis shortly. I was very upset. He tried to tell me it was taking longer to diagnose. Of course it was because they had not touched it all day. It only was taken In After i called. I asked for a service manager which he told me was busy. I stood in the middle of the store fuming! I called my friend who drove me and explained what happened so everyone in the dealership could hear. Service manager came out and found a loaner to give me and promised me that he would personally keep in contact with me. I am sure they wanted me off their sales floor, bad for business. I left the dealership with loaner. The service rep called me within an 20 minutes of leaving and explained what problem was and that he was off the next day and another service representative would be in contact with a estimated time repair would be complete. I heard nothing all day from manager or repair rep. after 5 pm i was left a message my car was complete but i couldn’t get there by 6 when they closed. I picked up the next day which was Saturday morning. Disgusted with entire experience. Would never recommend this dealership. Very disappointed that i was lied to by service rep. And even more so by the service manager.

I went to buy a car, but it wasn't available at that dealership. They were bringing it in from Buffalo. When I arrived, all the paperwork was already done. I only had a chance to drive it around the lot before it got inspected. Unfortunately, I noticed several scratches on the hood and the rear driver side in the back. The salesman didn't give me enough time to walk around the car or inspect it properly. I would appreciate it if they could try to fix the scratches, which would cost around 30 to 40 dollars.

I bought a car from BMW of Rochester, which is a part of West Herr Automotive Group. The dealer, Bob T, had a really bad attitude during our conversation. Both of my friends who came with me agreed that Bob treated me (a customer) with an awful attitude. I sincerely hope that his behavior wasn't because of my skin color. I told him that he treated me poorly, but he didn't apologize at all. I really hope West Herr can address this issue and take steps to prevent it from happening again.

March 16, I saw an ad on TV for a sign and drive lease for a truck at West Herr. I saw it online later. There was a button for preapproval/prequal on the page where that lease deal was advertised. But when you clicked on the button, it gave you an error so you couldn't do preapproval. Instead, I filled out a form so they could contact me. They contacted me and I spoke with Ryann, who I had a good experience with. Then I was connected with Shawn, a salesperson. I told him what I was interested in and told him I wanted to do a preapproval/soft pull first to avoid decreasing my score with a hard pull. I've worked hard to increase my score and it was important to me not to ruin it with a hard pull. A soft pull avoids this issue. He sent me the application and I filled it out, and he contacted me back. Right before he contacted me back, I got an instant text and email from my credit karma account saying they just had an inquiry and my score went down 20 points! I then spoke to Shawn in Rochester NY and explained that I was clear and specific when I asked for a preapproval and soft pull. I even repeated the question about a soft pull application that he sent me, and he said that was what he sent me. I told him it was not because my score was instantly lowered. Then he said, "honey, a hard pull is what happens when we send to the banks." I told him it was not a soft pull that he did and sent me because a soft pull does NOT decrease or affect your credit score! He was obviously unclear about the difference between the two or he wouldn't have made that comment or sent me the wrong thing! The salespeople need to understand the difference before they go decreasing people's credit scores. As I said, my score is important to me, which is why I didn't want it lowered by doing a hard pull until necessary. And then they're going to condescend to me by calling me "honey" when he was clearly the one who doesn't know the difference between the two. Thanks, Shawn, for decreasing my score 20 points! Such a turnoff! I would suggest looking to more experienced dealers to do business with if you want someone to know the difference and care about their customers or potential customers.

I went to West Herr Ford and got blown off twice by a sales rep. The third time I was there, I talked to a sales rep and signed papers for a new truck, a metallic silver *** XLT. The sales rep said it would be delivered in a month. I called the rep after a month and was told he lost my paperwork that locked me into this truck, and it couldn't be sold under my nose. I want the truck I was promised, which I signed for, for the price I was told.

On October 25th, my car got in a crash and got totaled. I've been trying to reach out to West Herr multiple times through phone, email, and online support to get a refund for my warranty. My car, a 2017 ***, is fully paid off and doesn't owe any money. I talked to a manager at the transit road office who said I should get a refund, but I need to cancel online. I did it twice, but it's been more than 3 weeks now. I even filed a complaint online, but the company hasn't responded at all.

I just bought a 2019 *** from West Herr Automotive Group, but it had some cosmetic issues. Before I signed any paperwork, they promised to fix these issues at their body shop after the dent repair. However, I had to contact a third-party vendor to get the dents taken care of. Once that was done, I made an appointment with the body shop. The salesman asked me to come in, and they took my car around the corner. To my surprise, they used white out or cheap touchup paint to cover up the bare metal. I was told that the body shop would handle this professionally, but it doesn't seem like it. I've emailed the general manager twice in the past month, but I haven't received any response.

I went to West Herr Automotive Group for an oil change and ended up with a big problem. The service rep drove my car to the door but didn't park it. The cashier and my service representative took a really long time to give me my key. And to make matters worse, an old man hit my car while backing out. It was all so unnecessary. Why didn't they just park the car in a designated spot after servicing it? Their parking lot is too small and there was snow blocking any free space. The insurance company of the old man paid for the damage to my car, but not the $1800 depreciation. This was the first accident ever on my car and now it has a permanent mark on CarFax. It could have all been avoided. I even have a letter from a respected appraiser showing the depreciation of my vehicle.

I bought a car from West Herr Automotive Group in Williamsville on 4/24 with help from Paul. I also had my car serviced there at the same time. After the service, someone approached me and asked if I wanted to trade in my car because it was in high demand. I decided to go for it, but I made sure to tell the salesperson that I had just paid $374.17 for the service. They informed the manager, Fred, who assured me that they would send me a check the following week. It's now September, and I'm still seeing charges for my old car deducted from my bank account. I've been calling Paul every week, and he keeps saying they've contacted the main office. However, I started to suspect that he was just giving me excuses when he stopped responding to my messages. I really want to get the refund for the service charges on the car I traded in, especially since I'm still paying for it.

I bought a 2018 *** from this place. It was winter when I called and talked to someone about the breaks making weird sounds. They said it might be because of moisture and if it keeps happening, I should call them and they'll take care of it. The sound stopped for a bit, but then it came back. So, I called and made an appointment to get it fixed at their service station in Lockport, NY on 05/21/22. They told me I had to pay out of pocket to fix the problem. I told the guy I already talked to someone who said it would be covered, but now they're saying I have to pay for the repair. I said no to paying out of pocket because I haven't even had the car for a year. They said there's corrosion and rust causing the problem. I bought this vehicle GM certified, so they're supposed to do a multi-point inspection. I feel like they didn't do it properly, and this issue needs to be addressed and fixed as soon as possible.

I bought a 2017 *** from Wes Herr Nissan in late October . When we took it for a test drive, we noticed that the 4 on the 4WD Logo was missing. Just minutes after signing the papers, we spotted some repainted damage on the rear bumper. The salesperson, Derek V, saw the damage too, but initially didn't do anything about it. However, I insisted on getting a replacement number for the 4WD. Eventually, we discovered in December that the bumper had been damaged near the exhaust tube (it was cut away) and the undercarriage area had noticeable dents. We sent photos of the damage to the salesperson on December 29th. After waiting for a month, we were told to bring the issue up with the manager. So, on February 11th, we sent the same photos to the manager, Mike B, and he asked us to come to the dealership for an inspection. During the inspection, he acknowledged the damage and said he would get back to us. However, since March 22nd, we haven't received any response from him. The only thing we've received are a few photos of a different Explorer with no damage to the bumper and no missing 4 in the logo. I've sent multiple emails and made numerous calls, but there has been no reply. No reply at all.

I traded in my '18 Odyssey for a '21 Odyssey from West Herr on 1/4. I got a notice from Honda Financial saying there's still a balance due on my '18 Odyssey of $2,039.88, due on 2/7. I contacted WH to ask when they'll pay it, and GM John D said it's not their responsibility. We emailed to sort it out, clearly stating our trade, giving John the VIN and last 4 of the SSN for account lookup, and asking how it affects the deal. We got a response saying we don't need to fix the repair and nothing mentioned about the trade-in. John called us two days later and I asked, "so everything's good on the Odyssey we're trading?" He said yes, we just need to give it to his employee when we meet in Hamburg. We think we gave him all the info he needed and the dealership should make this payment.

On August 10, I bought a truck from West Herr Hyundai on Transit Rd. I needed a new truck because my old one broke down. Tyler, the salesperson, showed me different trucks, and I chose a 2016 GMC ***. I asked him multiple times if they inspect the trucks, and he said yes. I also asked if they do inspections before the trucks leave the lot, and he said yes again. He quoted me a monthly rate of $358, and I agreed to it. He said they would prepare the truck for the next day. I had my truck towed to West Herr. However, the next day, the price suddenly increased to $378. I had no choice but to buy it because I had no other truck to drive. It felt like a "bait and switch" scam. But when I drove the truck off the lot, I started hearing noises from underneath. To make a long story short, I ended up spending over $1400 on repairs and counting. West Herr sold me a faulty truck. If I had known about these problems, I wouldn't have purchased it. I'm still facing issues with it.

I bought a 2018 vehicle from West Herr New York in Orchard Park. I spoke to the salesman over the phone and visited the next day. Upon arrival, I wanted to see a car, but found it was already registered in my name without my consent. Confused by this, I felt forced to buy the car without exploring other options. They pressured me into a warranty I repeatedly declined. I was charged for window etching without being informed of the cost. It was my worst car buying experience. Afterward, the car made a revving noise at 40mph. Despite service attempts in Lockport, the issue persists, along with a wobble on acceleration and rattles while driving. With only 25k miles, I expected better performance and am considering returning for a different vehicle due to the inconvenience of constant repairs.

On January 12th, 2022, we had a car accident where our leased vehicle got wrecked. Then, on February 9th, we went to West Herr Jeep in Orchard Park NY to find a used car since we're a one-car family. We ended up buying a used 2016 *** for a little over $18,000. We've had this car for 6 months now, and suddenly the check engine light turned on and it started acting up. I took it to my mechanic, and they said that just the part itself costs $1500, not including the labor or towing it to a dealer to get the timing programmed. I reached out to West Herr, and they said they would cover 2/3 of the repair bill, but only if I used it as a trade-in. They also mentioned that if I added the $7k from my accident settlement, I could get a NEW ***, but it would cost me over $100 more per month than what I'm currently paying for this used one. This is because I would have negative equity since I just took out a loan for the car I have now. I contacted the dealership again and explained that we couldn't afford an extra $100 per month on top of what we're already paying, so we had to keep the car we have. They then offered to contribute $300 towards the repairs. The problems with this 2016 *** should have been detected using the OBD II. We also had to replace a motor mount, which should have been noticed during the dealership's inspection before selling it. Our mechanic even suggested not fixing this car due to its age and high mileage.

To West Herr Management, my name is [Redacted]. In October, I was put into a 2017 vehicle because the 2016 one I bought was defective, and the service from West Herr was subpar! After getting the 2017 model, I faced minor issues. At West Herr's Transit location, they noted a knocking noise in my engine, warning it would worsen. It did! I'm puzzled why they didn't fix my truck upon reporting this. In February, I missed an East Aurora appointment due to Covid-19. Later, I scheduled a service for engine and window issues. I arranged for a 9:30 am drop-off due to personal commitments. On [protected], West Herr called about my appointment. Despite prior notice, they couldn't accommodate my timing. I'm frustrated with the continuous problems at West Herr, which is disappointing in WNY. Perhaps only premium customers get better treatment?

On December 7, me and my wife bought a 2014 *** from West Herr Automotive Group for $37,876.19. The car had 50,611 miles on it. We traded in our 2008 *** and got $3725.00 towards the ***. We also put $3000.00 cash down on the car. We also purchased a warranty called Technician VSC for $4809.00, which covers the engine. However, when we needed a repair on August 13, the warranty was not honored. The total cost of the car when we left West Herr Automotive Group was $37,876. We financed $34876.19. Our salesperson was Brian O’ S (EMP -3815), the deal number is ***, we were customers *** and the facility identification is 7047495.

From August 28 to September 5, the car had issues with the engine light, overheating, and power. We picked up the car and it broke down on the New York State Thruway just 6 miles from the dealership. The dealership didn't send a tow truck, so we had to pay for the tow back to the dealership. Eventually, we were reimbursed. From September 5 to September 13, the car was towed back to the dealership due to engine stalling, overheating, and reduced power. We were without a vehicle for 8 days.

From March 21 to March 28, the car had issues with oil spraying and no engine torque. The engine light was on, so we took it back to the dealership. We were without a vehicle for 7 more days and had to pay $702.69. From August 5 to August 13, the car once again lost torque and the engine light came on with a message saying "Engine malfunction, reduced power." We took it back to the dealership and were without a vehicle for 9 more days. When we picked up the car, we were billed $795.47. Even though our warranty should have covered the service, they denied the claim and we had to pay in cash.

On September 9, the car is currently back in the shop because the engine light came on again with the same message. We are without a vehicle. This is less than 250 miles since the last service on August 14. We have been without a car for more than 33 days and counting. The car has been broken down for over 60 days and is still broken for the same ongoing problem that started 11 months after we bought it. We tried reaching out to West Herr Automotive Group multiple times, but they ignored us for months.

Mileage at purchase: 50,611
Current Mileage: 62,586
Total miles driven: 11,975
Purchased date: 12/07
Date power issues started: 08/28 (within 1 year of purchase; ongoing problem)
Money out of pocket:
Trade in credit: $3,725
VSC Tech warranty: $4,809 (prorated)
Down payment: $3,000
Costs warranty did not cover: $2544.19
Total: $14,078.19
This figure does not include our monthly payment of $575.00 and insurance cost.