West Herr Toyota Scion of Williamsville

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] Ok, I like the vehicle and would like to keep itI was just surprised when the cashier or service person told me that my vehicle would not be repaired.I just want the vehicle fixed especially now, I need it to retun to work as soon as possibleThanks

Revdex.com: I have reviewed the response made by the business in reference to complaint ID , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I did receive a phone call from the General Manager at West Herr Toyota We did discuss my experience with his Service Department and I told him I did not believe that the problem was the communication of his staff to me I believe that his service department was purposely trying to cheat me out of $for a service that would take them hours to do which I did not need He offered me $off my next car, which I told him I would never buy another car from any West Herr dealership nor would I take my car in for any kind of service including my free oil changes that I received when purchasing my car at West Herr I will take my car elsewhere and pay for my oil changes By the end of the phone call, he told me he was going to send me a $gas card, which he did I gave that gas card to my brother who fixed the seat in minutesThank you for handling this complaint for me I have never filed a complaint with the Revdex.com and I appreciate what your organization does for peopleSincerely, *

Dear [redacted] , We have contacted Mr [redacted] and invited him in to walk around his vehicle and address any outstanding issuesFurther, we apologize that he has not been satisfied with his experience with West Herr in the past and hope that going forward we are able to start over and build a new relationship with him [redacted] ***, the Body Shop Manager will contact Mr [redacted] early next week to set up an appointmentI will follow up after their meeting Sincerely, [redacted] Assistant to [redacted] , President West Herr Automotive Group

Revdex.com: 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 Regards, [redacted] ***please advise the dealership that in fact, I do like the vehicle, and I do have the emails and certified letter receipts I sent regarding repairs needed on the vehicleUnfortunately my father had died and my aunt, my mom's twin, and then my mom's brother, all within weeks of each other I came to the dealership to make an appointment and the female cashier gave me a really hard time and told me that I must speak to the salesperson before I could get the vehicle repaired!The sticker in the window of the car is still there and it states the condition of the tires was "low" I had to buy a new tire for the front drivers side although I had a "warranty", and the passenger's side is in the same condition, ready to "blow", I took pictures of itThe tire pressure light was on constantly, and I kept having to put air in the tiresWe were stranded on the side of the street and the car would not start multiple times because the battery is no good, I hope it is not actually the altanator.I have witnesses from a store I frequent because I had to ask them to jump my car several times.I also had to get an oil change immediately after I purchased the vehicle although the same cashier said that had been done at time of purchase, however, the service lights and tie pressure lights stayed on.In addition,the finance manager did indeed call me back and left me a message asking for the mileage and I gave that information to him, and again I also took a picture of the note stating what the mileage was and I calledI knew at purchase that the drivers side passenger did not work (automatically) but I asked later if they could fix it, no response to that request as of today.The salesman and manager were nice during my purchase, but the service department gave me a hard time and said the problems would not be fixed under warranty, that was upsetting,and as I said, I have never purchased a car warranty for this reasonI became quite I'll suddenly and could not retun to work, but was successful to win my case against my employer and I will pay the loan, there is no I'll intent there, it is a nice vehicleMy circumstances were unexpected and devastatingI did try to the lender immediately when it all happened but they would not work with me at all.What I want is a refund for the tire I had to purchase, full refund of the "warraties" plus the interest,as I could not use them, recalculate payment as stated by the dealer, a battery if the problem was not the altanator, and the wheel alignment.I am not a dishonest person, I just want the vehicle fixed, that's all.Thank you

We are certainly sorry to hear about the losses you suffered recently and send our condolences to you and your familyOur cashiers do not set apptsfor work to be performed so we will have your salesperson or the service deptschedule the service to your vehicleThe concerns noted in the response were not expressed in the original complaint but we will certainly diagnose your vehicle for the door , battery , and tire concern and move forward accordinglyWe performed an oil change on the vehicle on 06-04-and then performed a NYS inspection on 07-21-which was the day of delivery so the tires would have passed at that timeIf there was a pressure problem it must have occurred after delivery and we can try to determine the causeI understand you had a difficult time but we need a signed odometer statement for the cancellation of the extended service plan and we cannot pro-rate the Simoniz pkgWe did not address the concerns with non-payment to the lender but we were contacted by them to determine if you had contacted us regarding your loanThat is a lender to customer account that we would not interveneWe cannot lower your monthly payment by using the refund , that must be determined by the lender for any change of your original contract Please contact me with a time for us to meet to cancel the warranty , have the vehicle diagnosed in service for the door and battery , receive an oil change and an alignment We feel that we are making a reasonable effort to resolve the concerns that are within our control and move forward to a mutual solutionPlease contact me at ###-###-#### to schedule the appointment.Sincerely, [redacted]

Revdex.com: 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.this company is very slow to respond to my calls, I have left messages with two different people and I have to wait for them to return my callthey usually do this at the end of the day so if I don't answer it will be at least hours before they return my call.Regards, [redacted]

Mr [redacted] purchased his [redacted] late August with just over 100,miles on it On 9/9/he returned with a concern on vibration at higher speeds when brakingAs you know, this vehicle has no warranty or lemon law coverage outside of the extended warranty which the customer purchased at the time of saleWe found the brake calipers were not releasing as designed due to rust and road grimeThis is considered maintenance, and not covered by his extended warrantyAs a goodwill gesture, without request of the customer, West Herr performed a caliper service at a cost of $None of that charge was passed on to the customerThe customer has never mentioned a related brake concern, but he counts this as of the visits in his complaint related to a rattling noiseHe did not return to the dealership for well over monthsA copy of this work order is attachedOn 12/20/he came to our dealership for a check engine light on, frozen ball joint that prevented his vehicle from being aligned, and a squeaking/rattling noise depending on locationWe found an air intake tube cracked which allows more air than designed into the evaporation system and triggers a check engine lightWe also found the ball joints had play, so we installed left and right upper control arms which include left and right upper ball jointsWe also performed a wheel alignmentEven though loose ball joints cause a rattling noise, we test drove the vehicle after these repairs, and found the left front backing plate was coming in contact with the brake rotor at times causing a noiseWeadjusted the backing plate at no charge, test drove again, and the vehicle was quietThe customer paid the $deductible per his extended warranty contractA copy of this work order is attached.On Saturday, December 30, at :07pm I received an email from the customer stating his check engine light was on and he had a rattling noise when turning leftOn Sunday, December 31, at 7:35am, I responded with the intention of putting the customer at ease during the holiday season, and to let him know we will work to resolve his issuesThe email chain is attached for your reviewOn 1/3/the customer returned, and we provided a loaner vehicle at our expenseWe found the check engine light was not on, and there was no history stored in the computer to verify it had been onI received another email on 1/3/at 7:00pmI've included this email chain alsoAs stated in the email, we were suspect of a sensor being close to out of range, so replaced that sensor in a goodwill attempt to resolve and avoid any further concernWe also had technicians and I drive the vehicleThe only noise we were able to duplicate was a pinch weld rattle in the left front fenderWe took action to repair the pinch weld, and then drove the vehicle again and the vehicle was quietA copy of this work order is attachedAs the last visits were in process, the customer also emailed our ownerI was immediately called and reviewed in detail what had happened and what was in process When I received the final email on 1/6/at 9:13am, I immediately phoned the customer He was threatening and disrespectful, and he chose to hang up before any arrangements could be madeThis vehicle is close to years old and has over 100,miles on itWe have given immediate response, performed goodwill repairs, provided goodwill transportation, and made good faith attempts to resolve all issuesIt is my opinion that each repair we have performed was a good verified repairThis is reinforced by the change in description from the customer through this processOn vehicles this age and miles, there are often more than one issue at the same timeIf the customer feels there is a noise that needs to be addressed, he can reach me at [redacted] I will arrange for him to take me for a ride with my technician and he can demonstrate the noise so we can focus on what he is hearing instead of what we are finding Sincerely, Dominick LF* Service Director

Following is the timeline of our interaction with Mr*** Additionally attached are all of the Repair Orders11-04-14: Customer came in for estimate of repair11-27-14: Customer dropped vehicle for estimated repairWe repaired the vehicle as per estimate and returned the vehicle to the customer on 1-16-1-16-15: Mr [redacted] had a total bill of $and the customer deductible was $The vehicle was inspected by the customer, COD was collected and his vehicle was returned to him02-11-15: Mr [redacted] returned to our facility to re-inspect the rear wiper as he described that it was not clearing the window properlyAfter inspection the customer agreed to purchase a new wiper arm and we installed a new wiper as a gesture of goodwillWe re-checked the wiper assembly and customer accepted that it was working better than previously but may not be " perfect "He then left with his vehicle with an affirmation that he was satisfied07-14-15: Mr [redacted] was back at our facility again with same concern as the latter that the wiper assembly was not functioning properlyWe replaced the wiper arm for the 2nd time and did not charge Mr [redacted] for the part or labor for the repairRe-checked the assemblyThe tailgate was replaced by West Herr and all other components were transferred over from the original gatePlease note that another dealership replaced the window regulator, which lifts the window up and down only, it has no control over in and outAfter reviewing the work order it states that in addition they adjusted the wiper motor mount The wiper motor mount controls the contact of the wiper against the glassBy adjusting the motor mount this could have repaired the non-contact issue of the wiper blade We have no way of knowing if this was the satisfactory repair on the vehicle as we were not involved with either of these repairs or any subsequent claim to his insurance companyIt is our position that throughout the estimate and repair process that we informed Mr [redacted] and his insurance company of the necessary repairs and completed such repairs to our standards and at no time were unwilling to address his concerns regarding the state of his vehicleWe further were willing on more than one occasion to attempt to have Mr [redacted] be completely satisfied with his experience and our facility without success We believe West Herr has adequately addressed Mr***'s concernsShould the Revdex.com have any further questions, please do not hesitate to contact me Sincerely, Annette S [redacted] Executive Assistant West Herr Automotive Group

RevDex.com: I have reviewed the response made by the business in reference to complaint ID , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did receive a phone call from the General Manager at West Herr Toyota. We did discuss my experience with his Service Department and I told him I did not believe that the problem was the communication of his staff to me. I believe that his service department was purposely trying to cheat me out of $219.00 for a service that would take them 2 hours to do which I did not need. He offered me $500.00 off my next car, which I told him I would never buy another car from any West Herr dealership nor would I take my car in for any kind of service including my free oil changes that I received when purchasing my car at West Herr. I will take my car elsewhere and pay for my oil changes. By the end of the phone call, he told me he was going to send me a $100.00 gas card, which he did. I gave that gas card to my brother who fixed the seat in 10 minutes.Thank you for handling this complaint for me. I have never filed a complaint with the BBB and I appreciate what your organization does for people.Sincerely,*

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowWhy do I pay extra for extended warranty and your dealership sells them if not fix issues at handIs that not purpose of a warranty because the car does have 100k on it Regards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,
*** ***
***please advise the dealership that in fact, I do like the vehicle, and I do have the emails and certified letter receipts I sent regarding repairs needed on the vehicleUnfortunately my father had died and my aunt, my mom's twin, and then my mom's brother, all within weeks of each other I came to the dealership to make an appointment and the female cashier gave me a really hard time and told me that I must speak to the salesperson before I could get the vehicle repaired!
The sticker in the window of the car is still there and it states the condition of the tires was "low" I had to buy a new tire for the front drivers side although I had a "warranty", and the passenger's side is in the same condition, ready to "blow", I took pictures of itThe tire pressure light was on constantly, and I kept having to put air in the tiresWe were stranded on the side of the street and the car would not start multiple times because the battery is no good, I hope it is not actually the altanatorI have witnesses from a store I frequent because I had to ask them to jump my car several timesI also had to get an oil change immediately after I purchased the vehicle although the same cashier said that had been done at time of purchase, however, the service lights and tie pressure lights stayed onIn addition,the finance manager did indeed call me back and left me a message asking for the mileage and I gave that information to him, and again I also took a picture of the note stating what the mileage was and I called.
I knew at purchase that the drivers side passenger did not work (automatically) but I asked later if they could fix it, no response to that request as of todayThe salesman and manager were nice during my purchase, but the service department gave me a hard time and said the problems would not be fixed under warranty, that was upsetting,and as I said, I have never purchased a car warranty for this reason.
I became quite I'll suddenly and could not retun to work, but was successful to win my case against my employer and I will pay the loan, there is no I'll intent there, it is a nice vehicleMy circumstances were unexpected and devastatingI did try to the lender immediately when it all happened but they would not work with me at allWhat I want is a refund for the tire I had to purchase, full refund of the "warraties" plus the interest,as I could not use them, recalculate payment as stated by the dealer, a battery if the problem was not the altanator, and the wheel alignmentI am not a dishonest person, I just want the vehicle fixed, that's allThank you

Mrs*** corespondence by e-mail to the sales consultant days after delivery said that she was enjoying the vehicle but there was a couple of minor problems that included the alignment and the passenger door At that time we offered to have them addressed but she did not return to the
dealership for the serviceShe then reached out to our finance department by phone and by mail in December regarding the cancellation of the extended service plan , the tire and wheel coverage , and the Simoniz paint pkgMrs*** was informed that we would need the current mileage including an odometer statement to pro-rate a refund for her but she did not fulfill this requestThe Simoniz product is applied at the time of sale and provides coverage but is not pro-ratableWe are willing to provide a wheel alignment and cancel her coverage to provide a refund that will be sent to the lender as she financed the purchaseThis will shorten the loan but not reflect a change in the monthly paymentThis will also affect the interest paid as it's based on a average daily balanceIf there was a communication barrier that our office influenced I will certainly take that into consideration and pro-rate the refund accordinglyThe general manager of our Toyota Williamsville location , *** *** , will be made available to facilitate the process and application of all the concernsHe can be reached by phone at ###-###-#### ( cell phone ) or at the dealership at Main St Williamsville ,NY 14221.Thank you for your time and consideration with this matter and I look forward to resolving Mrs***' concerns promptly.Sincerely,*** ***

AprilS,
I apologize for the confusion and delay that Mr*** experienced during his recent
visit to our Toyota dealership in WilliamsvilleWe should have communicated
immediately with the customer after discovering the non -Toyota maintenance program
voucher
that he presented to us was for a rotation only and offered to perform an oil
change after quoting the charges and gaining authorizationMr*** was contacted
by the Service Manager who apologized for the inconvenience and gave him a free Oil
Change and Tire Rotation to use at his discretionThe customer Is happy with the follow
up and our resolution of the concern
Sincerely,
*** ***
Assistant to *** ***, President
West Herr Automotive Group

Mrs*** corespondence by e-mail to the sales consultant days after delivery said that she was enjoying the vehicle but there was a couple of minor problems that included the alignment and the passenger door At that time we offered to have them addressed but she did not return to
the dealership for the serviceShe then reached out to our finance department by phone and by mail in December regarding the cancellation of the extended service plan , the tire and wheel coverage , and the Simoniz paint pkgMrs*** was informed that we would need the current mileage including an odometer statement to pro-rate a refund for her but she did not fulfill this requestThe Simoniz product is applied at the time of sale and provides coverage but is not pro-ratableWe are willing to provide a wheel alignment and cancel her coverage to provide a refund that will be sent to the lender as she financed the purchaseThis will shorten the loan but not reflect a change in the monthly paymentThis will also affect the interest paid as it's based on a average daily balanceIf there was a communication barrier that our office influenced I will certainly take that into consideration and pro-rate the refund accordinglyThe general manager of our Toyota Williamsville location , *** *** , will be made available to facilitate the process and application of all the concernsHe can be reached by phone at ###-###-#### ( cell phone ) or at the dealership at Main St Williamsville ,NY 14221.Thank you for your time and consideration with this matter and I look forward to resolving Mrs***' concerns promptly.Sincerely,
*** ***

Dear ,">Patrick
S, the General Manager of West Herr Toyota contacted Ms*** regarding
her complaint. They spoke in length about her experienceWe truly
believe this a matter of us not properly communicating with our customer and
not taking the necessary time to diagnose the concern. As a company we
are committed to exceeding our customer's expectations. Unfortunately we
fell short in Ms***'s case, and for that we are sincerely sorry. We
hope that she will consider West Herr again in the future for her vehicle needs
and have sent a letter directly to her stating such.
Sincerely,
Annette S
Executive
Assistant

West Herr made every effort to address Mrs*** tire concerns. Interaction with Mrs*** was at times confrontational and we did in fact ask her to leave our Toyota dealership in Williamsville on March 23, 2016. It certainly was our intention to address her concerns and offered
to have her meet with our Service Manager to evaluate the tires.To clarify, currently she leases a Toyota Highlander, and the lease expires October of 2016. Under the terms of Toyota Motor Company’s lease agreement, Section 22-Vehicle Maintenance and Damage states: the customer is responsible for all maintenance, repair, service and operating expenses of the vehicle. Additionally, section and speaks to any wear or damage to any part of the tire that doesn’t allow the tire to meet the manufacturer guidelines for safe operation. Please see attached for full disclosure on Vehicle Maintenance and Excessive WearWhile West Herr is under no obligation to assist with the replacement of the tires, in the spirit of customer satisfaction, we will send her a check for 50% toward the purchase of tires. With that said, we will FedEx a check for $to Mrs***. Given the manner in which our last interaction with Mrs*** occurred, Mrs*** may be better served engaging another repair shop to replace the tires on her vehicle Sincerely, Annette *** Executive Assistant West Herr Automotive Group

The West Herr Automotive Group stands behind its original response to Mr***'s complaint. I would like to clarify that *** *** is not affiliated with the *** *** ***. Sincerely, Annette S*** Executive Assistant West Herr Automotive Group

Dear ,
Patrick
S, the General Manager of West Herr Toyota contacted Ms*** regarding
her complaint. They spoke in length about her experienceWe truly
believe this a matter of us not properly communicating with our customer and
not taking the necessary time to diagnose the
concern. As a company we
are committed to exceeding our customer's expectations. Unfortunately we
fell short in Ms***'s case, and for that we are sincerely sorry. We
hope that she will consider West Herr again in the future for her vehicle needs
and have sent a letter directly to her stating such.
Sincerely,
Annette S
Executive
Assistant

Mr. [redacted] purchased his 2004 [redacted] late August 2017 with just over 100,000 miles on it.  On 9/9/17 he returned with a concern on vibration at higher speeds when braking. As you know, this vehicle has no warranty or lemon law coverage outside of the extended warranty which the...

customer purchased at the time of sale. We found the brake calipers were not releasing as designed due to rust and road grime. This is considered maintenance, and not covered by his extended warranty. As a goodwill gesture, without request of the customer, West Herr performed a caliper service at a cost of $125.00. None of that charge was passed on to the customer. The customer has never mentioned a related brake concern, but he counts this as 1 of the 3 visits in his complaint related to a rattling noise. He did not return to the dealership for well over 3 months. A copy of this work order is attached. On 12/20/17 he came to our dealership for a check engine light on, frozen ball joint that  prevented his vehicle from being aligned, and a squeaking/rattling noise depending on location. We found an air intake tube cracked which allows more air than designed into the evaporation system and triggers a check engine light. We also found the ball joints had play, so we installed left and right upper control arms which include left and right upper ball joints. We also performed a 4 wheel alignment. Even though loose ball joints cause a rattling noise, we test drove the vehicle after these repairs, and found the left front backing plate was coming in contact with the brake rotor at times causing a noise. Weadjusted the backing plate at no charge, test drove again, and the vehicle was quiet. The customer paid the $250.00 deductible per his extended warranty contract. A copy of this work order is attached.On Saturday, December 30, 2017 at 11 :07pm I received an email from the customer stating his check engine light was on and he had a rattling noise when turning left. On Sunday, December 31, at 7:35am, I responded with the intention of putting the customer at ease during the holiday season, and to let him know we will work to resolve his issues. The email chain is attached for your review. On 1/3/18 the customer returned, and we provided a loaner vehicle at our expense. We found the check engine light was not on, and there was no history stored in the computer to verify it had been on. I received another email on 1/3/18 at 7:00pm. I've included this email chain also. As stated in the email, we were suspect of a sensor being close to out of range, so replaced that sensor in a goodwill attempt to resolve and avoid any further concern. We also had 2 technicians and I drive the vehicle. The only noise we were able to duplicate was a pinch weld rattle in the left front fender. We took action to repair the pinch weld, and then drove the vehicle again and the vehicle was quiet. A copy of this work order is attached. As the last 2 visits were in process, the customer also emailed our owner. I was  immediately called and reviewed in detail what had happened and what was in process.  When I received the final email on 1/6/18 at 9:13am, I immediately phoned the customer.  He was threatening and disrespectful, and he chose to hang up before any arrangements could be made. This vehicle is close to 14 years old and has over 100,000 miles on it. We have given immediate response, performed goodwill repairs, provided goodwill transportation, and made good faith attempts to resolve all issues. It is my opinion that each repair we have performed was a good verified repair. This is reinforced by the change in description from the customer through this process. On vehicles this age and miles, there are often more than one issue at the same time. If the customer feels there is a noise that needs to be addressed, he can reach me at [redacted]. I will arrange for him to take me for a ride with my technician and he can demonstrate the noise so we can focus on what he is hearing instead of what we are finding.  Sincerely,  Dominick L. F[redacted]  Service Director

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]
Ok, I like the vehicle and would like to keep it. I was just surprised when the cashier or service person told me that my vehicle would not be repaired.I just want the vehicle fixed especially now, I need it to retun to work as soon as possible. Thanks