I want this business to do the right thingThey will receive my complaint, and their Customer Relations Manger should render a decision on what the Dealerships will do or not do to remedy/settle the issue brought up in my complaint
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I had a phone conversation on July 25, with the Customer Service Manager at West Herr Toyota of Orchard ParkThe manager wanted to know the specific concerns I had with the DealershipI gave my concerns to the Manager, and she said she would get back to meIt has been business days sine and no response from her or the Dealership After numerous contacts between myself and the Dealership, the response regarding my Revdex.com complaint was not from the Customer Service Manager but from an employee who is an assistant to the President & CEO of West Herr Automotive GroupThis assistant being far removed from Toyota of Orchard Park c an not have a good grasp of my complaint, as I will explain furtherI say this because my name is misspelled frequently in the response The assistant responds by saying they are sorry for the troubles I had with my vehicle and that I was not satisfied with my experience at West Herr ToyotaYet, there are NO indications in the response on how to prevent such issues from recurring The response says the technicians "noted that the tires were worn approximately 50% and that replacement may be required before winter weather "This response was never mentioned to meThis response differs greatly from the Automotive Status Report I received on June 16, which states the technician recommends that I do the necessary repairs to resolve these issuesLooking at this Automotive Status Report shows items in RED requires immediate attentionThe items in RED are cabin Air Filter - which I looked at and I did replace it Also in RED - requiring immediate attention were all tires, in RED - wheel alignment, in RED - clean and lube caliper slides (both axles) This report states "RED: requires immediate attention 'The dealership estimate totals approximately $for items requiring immediate attention The assistant response notes that no test results to justify replacing the battery during initial or secondary testingThe battery required a recharge as per the Toyota battery testing toolI had told the Service manager at West Herr Toyota of Orchard Park that the battery kept going dead and I was constantly recharging itLess than one month later at a different Toyota dealership their battery tester found the battery to be in need of replacement This other dealership's Service Manager also found the tires, wheel alignment, and caliper slides did NOT need any "immediate attention" and in were in fact good shapeI mention this other dealership as evidence that West Herr Toyota practices "Up Selling" - trying to sell parts and labor not necessary The assistant response made NO mention that the Service Manager at West Herr Toyota knew before I left his dealership that a rental van I had requested was NOT available, but he wasted my time sending me to the rental company anyway The assistant also says West Herr Toyota of Orchard Park acted in the best interest of the customer and made proper recommendations The response are in direct opposition to what my vehicle in reality needed I would be satisfied if West Herr Toyota of Orchard Park would admit they are wrong to use up selling practices, change how they write the Automotive Status Reports, have their Customer Service Managers get out of their offices and monitor all aspects of how their dealerships operate so they can be Proactive instead of having to be Reactive to customers ALL of these, my concerns, were gone over with the Customer Service manager at West Herr Toyota but have not been addressed by the assistantYet they are quick to champion their desire for great customer relations Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***
Justin R***, the General Manager of West Herr Toyota of Orchard Park reached out to Mr*** on April 6, 2017. Mr*** stated he was misled by the amount of oil changes he would receive based on information he was given by his salesperson and brochure. Justin apologized
for any miscommunication that occurred, and assured him if he was promised something from West Herr he would receive it. Mr*** was not putting the blame on West Herr, but the lack of updated information from Toyota on their Prius Prime ToyotaCare brochures. In an effort to resolve his concerns and in the spirit of customer satisfaction, West Herr will pick up the cost of the oil changes in question. Oil certificates have been mailed. Mr*** was pleased with the solution and reiterated he likes West Herr and wants to establish a relationship
We are sorry for the troubles that Mr*** is having
with his vehicle and that he was not satisfied with his experience at West Herr. Our goal is to provide the best possible sales and service experience to every customer. We serviced Mr***'s vehicle initially on 6/16/16, performing routine maintenance inspections and diagnosing a check engine lightThere were no current codes stored to aid in diagnosisDuring testing, no malfunctions were foundAt that time, our technicians made a few maintenance recommendations based on physical inspection, age, and mileage of the vehicleHe noted that the tires were worn approximately 50% and that replacement may be required before winter weatherThe customer also declined the replacement of the cabin air filter and routine caliper service. The vehicle returned a few days later, with a concern of difficulty startingWe offered to provide a rental vehicle to Mr***, at our expense as a courtesy, and noted on our reservation that we would like a minivan or something of equivalent sizeUpon pickup, it was found that Enterprise did not have a vehicle that was acceptable to Mr***While we had his vehicle in our shop, the service manager inspected the cabin air filter in an attempt to confirm the reasoning for our recommendationsIt was found that Mr*** replaced the filter; the date 6/20/was written on the side of the filter.) We also found that the battery required a recharge (per the required Toyota battery testing tool)We found no test results to justify replacing the battery during our initial or secondary testingI believe we acted in the best interest of the customer and made proper recommendationsWe made a good faith effort to provide him with free transportation but were unable to fully accommodate his needs. Sincerely, Annette S*** Executive Assistant West Herr Automotive Group
Tom [redacted], our Director of Service Operations has reached out to Mr. [redacted] via phone and email offering to speak with him personally to discuss his concerns further. As of yet, we have not heard back from him. Tom's contact number is [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We are sorry for the troubles that Mr. [redacted] is having with his radio, Toyota has been contacted for assistance. We have presented options to resolve the concern and are waiting to hear back from Mr. [redacted] as to how he would like us to proceed. Sincerely, Annette [redacted] Executive...
I want this business to do the right thing. They will receive my complaint, and their Customer Relations Manger should render a decision on what the Dealerships will do or not do to remedy/settle the issue brought up in my complaint.
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I had a phone conversation on July 25, 2016 with the Customer Service
Manager at West Herr Toyota of Orchard Park. The manager wanted to know
the specific concerns I had with the Dealership. I gave my concerns to
the Manager, and she said she would get back to me. It has been 8
business days sine and no response from her or the Dealership. After
numerous contacts between myself and the Dealership, the response
regarding my Revdex.com complaint was not from the Customer
Service Manager but from an employee who is an assistant to the
President & CEO of West Herr Automotive Group. This assistant being
far removed from Toyota of Orchard Park c an not have a good grasp of my
complaint, as I will explain further. I say this because my name is
misspelled frequently in the response. The assistant responds by
saying they are sorry for the troubles I had with my vehicle and that I
was not satisfied with my experience at West Herr Toyota. Yet, there are
NO indications in the response on how to prevent such issues from
recurring. The response says the technicians "noted that the tires
were worn approximately 50% and that replacement may be required before
winter weather ". This response was never mentioned to me. This
response differs greatly from the Automotive Status Report I received
on June 16, 2016 which states the technician recommends that I do the
necessary repairs to resolve these issues. Looking at this Automotive
Status Report shows items in RED requires immediate attention. The items
in RED are cabin Air Filter - which I looked at and I did replace it.
Also in RED - requiring immediate attention were all 4 tires, in RED - 4
wheel alignment, in RED - clean and lube caliper slides (both axles).
This report states "RED: requires immediate attention '. The dealership
estimate totals approximately $920 for items requiring immediate
attention. The assistant response notes that no test
results to justify replacing the battery during initial or secondary
testing. The battery required a recharge as per the Toyota battery
testing tool. I had told the Service manager at West Herr Toyota of
Orchard Park that the battery kept going dead and I was constantly
recharging it. Less than one month later at a different Toyota
dealership their battery tester found the battery to be in need of
replacement This other dealership's Service Manager also found the
tires, wheel alignment, and caliper slides did NOT need any "immediate
attention" and in were in fact good shape. I mention this other
dealership as evidence that West Herr Toyota practices "Up Selling" -
trying to sell parts and labor not necessary. The assistant
response made NO mention that the Service Manager at West Herr Toyota
knew before I left his dealership that a rental van I had requested was
NOT available, but he wasted my time sending me to the rental company
anyway. The assistant also says West Herr Toyota of Orchard Park
acted in the best interest of the customer and made proper
recommendations. The response are in direct opposition to what my vehicle in reality needed. I
would be satisfied if West Herr Toyota of Orchard Park would admit they
are wrong to use up selling practices, change how they write the
Automotive Status Reports, have their Customer Service Managers get out
of their offices and monitor all aspects of how their dealerships
operate so they can be Proactive instead of having to be Reactive to
customers. ALL of these, my concerns, were gone over with the Customer Service
manager at West Herr Toyota but have not been addressed by the assistant. Yet
they are quick to champion their desire for great customer relations. Regards, [redacted]
I want this business to do the right thingThey will receive my complaint, and their Customer Relations Manger should render a decision on what the Dealerships will do or not do to remedy/settle the issue brought up in my complaint
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I had a phone conversation on July 25, with the Customer Service Manager at West Herr Toyota of Orchard ParkThe manager wanted to know the specific concerns I had with the DealershipI gave my concerns to the Manager, and she said she would get back to meIt has been business days sine and no response from her or the Dealership After numerous contacts between myself and the Dealership, the response regarding my Revdex.com complaint was not from the Customer Service Manager but from an employee who is an assistant to the President & CEO of West Herr Automotive GroupThis assistant being far removed from Toyota of Orchard Park c an not have a good grasp of my complaint, as I will explain furtherI say this because my name is misspelled frequently in the response The assistant responds by saying they are sorry for the troubles I had with my vehicle and that I was not satisfied with my experience at West Herr ToyotaYet, there are NO indications in the response on how to prevent such issues from recurring The response says the technicians "noted that the tires were worn approximately 50% and that replacement may be required before winter weather "This response was never mentioned to meThis response differs greatly from the Automotive Status Report I received on June 16, which states the technician recommends that I do the necessary repairs to resolve these issuesLooking at this Automotive Status Report shows items in RED requires immediate attentionThe items in RED are cabin Air Filter - which I looked at and I did replace it Also in RED - requiring immediate attention were all tires, in RED - wheel alignment, in RED - clean and lube caliper slides (both axles) This report states "RED: requires immediate attention 'The dealership estimate totals approximately $for items requiring immediate attention The assistant response notes that no test results to justify replacing the battery during initial or secondary testingThe battery required a recharge as per the Toyota battery testing toolI had told the Service manager at West Herr Toyota of Orchard Park that the battery kept going dead and I was constantly recharging itLess than one month later at a different Toyota dealership their battery tester found the battery to be in need of replacement This other dealership's Service Manager also found the tires, wheel alignment, and caliper slides did NOT need any "immediate attention" and in were in fact good shapeI mention this other dealership as evidence that West Herr Toyota practices "Up Selling" - trying to sell parts and labor not necessary The assistant response made NO mention that the Service Manager at West Herr Toyota knew before I left his dealership that a rental van I had requested was NOT available, but he wasted my time sending me to the rental company anyway The assistant also says West Herr Toyota of Orchard Park acted in the best interest of the customer and made proper recommendations The response are in direct opposition to what my vehicle in reality needed I would be satisfied if West Herr Toyota of Orchard Park would admit they are wrong to use up selling practices, change how they write the Automotive Status Reports, have their Customer Service Managers get out of their offices and monitor all aspects of how their dealerships operate so they can be Proactive instead of having to be Reactive to customers ALL of these, my concerns, were gone over with the Customer Service manager at West Herr Toyota but have not been addressed by the assistantYet they are quick to champion their desire for great customer relations Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***
Justin R***, the General Manager of West Herr Toyota of Orchard Park reached out to Mr*** on April 6, 2017. Mr*** stated he was misled by the amount of oil changes he would receive based on information he was given by his salesperson and brochure. Justin apologized
for any miscommunication that occurred, and assured him if he was promised something from West Herr he would receive it. Mr*** was not putting the blame on West Herr, but the lack of updated information from Toyota on their Prius Prime ToyotaCare brochures. In an effort to resolve his concerns and in the spirit of customer satisfaction, West Herr will pick up the cost of the oil changes in question. Oil certificates have been mailed. Mr*** was pleased with the solution and reiterated he likes West Herr and wants to establish a relationship
We are sorry for the troubles that Mr*** is having
with his vehicle and that he was not satisfied with his experience at West Herr. Our goal is to provide the best possible sales and service experience to every customer. We serviced Mr***'s vehicle initially on 6/16/16, performing routine maintenance inspections and diagnosing a check engine lightThere were no current codes stored to aid in diagnosisDuring testing, no malfunctions were foundAt that time, our technicians made a few maintenance recommendations based on physical inspection, age, and mileage of the vehicleHe noted that the tires were worn approximately 50% and that replacement may be required before winter weatherThe customer also declined the replacement of the cabin air filter and routine caliper service. The vehicle returned a few days later, with a concern of difficulty startingWe offered to provide a rental vehicle to Mr***, at our expense as a courtesy, and noted on our reservation that we would like a minivan or something of equivalent sizeUpon pickup, it was found that Enterprise did not have a vehicle that was acceptable to Mr***While we had his vehicle in our shop, the service manager inspected the cabin air filter in an attempt to confirm the reasoning for our recommendationsIt was found that Mr*** replaced the filter; the date 6/20/was written on the side of the filter.) We also found that the battery required a recharge (per the required Toyota battery testing tool)We found no test results to justify replacing the battery during our initial or secondary testingI believe we acted in the best interest of the customer and made proper recommendationsWe made a good faith effort to provide him with free transportation but were unable to fully accommodate his needs. Sincerely, Annette S*** Executive Assistant West Herr Automotive Group
Tom [redacted], our Director of Service Operations has reached out to Mr. [redacted] via phone and email offering to speak with him personally to discuss his concerns further. As of yet, we have not heard back from him. Tom's contact number is [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We are sorry for the troubles that Mr. [redacted] is having with his radio, Toyota has been contacted for assistance. We have presented options to resolve the concern and are waiting to hear back from Mr. [redacted] as to how he would like us to proceed. Sincerely, Annette [redacted] Executive...
Assistant West Herr Automotive Group
I want this business to do the right thing. They will receive my complaint, and their Customer Relations Manger should render a decision on what the Dealerships will do or not do to remedy/settle the issue brought up in my complaint.
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I had a phone conversation on July 25, 2016 with the Customer Service
Manager at West Herr Toyota of Orchard Park. The manager wanted to know
the specific concerns I had with the Dealership. I gave my concerns to
the Manager, and she said she would get back to me. It has been 8
business days sine and no response from her or the Dealership. After
numerous contacts between myself and the Dealership, the response
regarding my Revdex.com complaint was not from the Customer
Service Manager but from an employee who is an assistant to the
President & CEO of West Herr Automotive Group. This assistant being
far removed from Toyota of Orchard Park c an not have a good grasp of my
complaint, as I will explain further. I say this because my name is
misspelled frequently in the response. The assistant responds by
saying they are sorry for the troubles I had with my vehicle and that I
was not satisfied with my experience at West Herr Toyota. Yet, there are
NO indications in the response on how to prevent such issues from
recurring. The response says the technicians "noted that the tires
were worn approximately 50% and that replacement may be required before
winter weather ". This response was never mentioned to me. This
response differs greatly from the Automotive Status Report I received
on June 16, 2016 which states the technician recommends that I do the
necessary repairs to resolve these issues. Looking at this Automotive
Status Report shows items in RED requires immediate attention. The items
in RED are cabin Air Filter - which I looked at and I did replace it.
Also in RED - requiring immediate attention were all 4 tires, in RED - 4
wheel alignment, in RED - clean and lube caliper slides (both axles).
This report states "RED: requires immediate attention '. The dealership
estimate totals approximately $920 for items requiring immediate
attention. The assistant response notes that no test
results to justify replacing the battery during initial or secondary
testing. The battery required a recharge as per the Toyota battery
testing tool. I had told the Service manager at West Herr Toyota of
Orchard Park that the battery kept going dead and I was constantly
recharging it. Less than one month later at a different Toyota
dealership their battery tester found the battery to be in need of
replacement This other dealership's Service Manager also found the
tires, wheel alignment, and caliper slides did NOT need any "immediate
attention" and in were in fact good shape. I mention this other
dealership as evidence that West Herr Toyota practices "Up Selling" -
trying to sell parts and labor not necessary. The assistant
response made NO mention that the Service Manager at West Herr Toyota
knew before I left his dealership that a rental van I had requested was
NOT available, but he wasted my time sending me to the rental company
anyway. The assistant also says West Herr Toyota of Orchard Park
acted in the best interest of the customer and made proper
recommendations. The response are in direct opposition to what my vehicle in reality needed. I
would be satisfied if West Herr Toyota of Orchard Park would admit they
are wrong to use up selling practices, change how they write the
Automotive Status Reports, have their Customer Service Managers get out
of their offices and monitor all aspects of how their dealerships
operate so they can be Proactive instead of having to be Reactive to
customers. ALL of these, my concerns, were gone over with the Customer Service
manager at West Herr Toyota but have not been addressed by the assistant. Yet
they are quick to champion their desire for great customer relations. Regards, [redacted]