ComplaintsforWest Herr Toyota of Williamsville

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife took her ******* in for a repair from an accident. Received the vehicle back, in not the greatest condition. With what was around an 8k repair- ha! What a joke. Anyways- with what was around an 8k repair, one would think that there would have been impeccable work done. Not. There was a huge dent and scratch in the side door, as well as a huge scratch across the part that was supposed to be fixed. We make an appt to have that fixed, drop it off, go to pick it up. The bumper that was supposed to be fixed, now sticks out. We notify rep who says it will take 10min. After waiting over an hour, making alternate accommodations for our child to get picked up from school, and being left in the waiting room without any type of update, they then ask if we would like to take a look at it to see if it’s good enough. What? Wouldn’t you make sure it’s good enough? What a joke of a business. It should be called West Herr Circus center at the very least.

  Business response

  10/12/2023

  We attempted to reach Mr. ****** several times.  After contacting Mrs. ******, she brought the vehicle back to us, and in the spirit of customer satisfaction, West Herr painted the door.  We are currently working with Mrs. ****** to bring the vehicle back in to address a gap issue between the headlight and the bumper.   

  Customer response

  10/12/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ****** ******

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my car to West Herr for collision repair. I told the worker since I don't have Rental coverage call me when you have all the parts because I have to pay for a Rental. I take my car on January 12, 2022 the job was a 3 days work. Well on January 17, I call to inquire in the status of my car. To my surprise and disbelief they have done Nothing to the car because according to them they need an Additional part and they was Waiting for insurance approval(they NEVER call me to informed about it, I had to call them). I had to pay for a rental a Full Week, while my car wasn't been fixed at ALL! I picked up my car and I told them when they ordered the part that they need call me again. Once again, I took my car on February 21, 2022 because ALL the parts was there already. Once again I RENT a car for the 3 days work! I called again to Inquired when my car will be ready because I has to pay for Rental. Know they claim that the car is delaying because of Painting and wont be ready until Next Week. They are providing a False advertisement, it was stated when I did the rental for SECOND time it was a 3 days job, they has ALL the parts but now is painting issues. They definitely have less consideration for the customers. Not to mention the lack of Care. They knew before they took the car I have to Rent out of my pocket. Still not been prepared for the time that they estimated in writing. They fail already to provide an accurate service the First time that I took my car to be fix. Obviously, they care less and provide lime-excuses to cover their own NEGLIGANCE. Until this day I don't have a date to pick up my car. Their answer was to be Realistic Monday or Tuesday of next week. Seriously, lack of professionalism, Lack of Customer Service. (at collision department) Totally unacceptable!

  Business response

  03/09/2022

  ***** wrote estimate of record (first estimate on vehicle) on 11/30/22West Herr Collision North made customer appointment and ordered part on 1/7/22Parts arrived on 1/11/22Customer arrived for appointment on 1/12/22Vehicle was disassembled, supplement written and reported to ***** on 1/14/22 11:49AMWe did not call customer to update her of additional damage, customer called us on 1/18/22 looking for update, explained ***** has not yet responded to supplement request or approved it.Reached out to ***** on 1/19/22 requesting update1/19/22 reassemble customer vehicle return car to customer to use while ***** sorts out supplement and additional parts are secured***** approved supplement on 1/24/22 1/25/22 supplemental parts ordered2/10/22 all supplemental parts arrived2/11/22 Customer was rescheduled for 2/21/222/21/22 customer dropped vehicle for repairs Vehicle repairs completed on 3/1/22 The customer acknowledged that she does not carry rental reimbursement on her insurance policy. She also acknowledged that it was not the fault of the collision center that the first estimate prepared on the vehicle was missing crucial items and her insurance carrier missed the mark on the damage appraisal.              We disassembled her vehicle completely and put it back together at no charge to her or her insurance carrier in the interest of customer satisfaction and to save the customer un-necessary out of pocket expenses while the vehicle sat. After her second drop off appointment however we should have done a better job communicating the proper timeline expectation to the customer. So she better knew what to expect for rental expenses. In the interest of customer service West Herr reimbursed the customer the total rental expenses she has paid out in the amount of $749.19. Ms. ****** has the check and is satisfied with the resolution of her concern.

  Customer response

  03/24/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your intervention! It was acceptable to me that the dealership pay for the rental car. All of the frustrations that I went through are Priceless, however, I am thankful that at least they pay for the rental car. Once again, thanks for your intervention. Regards, ********* ******

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my vehicle in to get repaired. I was told my vehicle would be ready in 4 days, it has been two weeks and I cannot get my vehicle. I never get a phone call. each time I call I get a different date that it would be ready. I left several voicemail to the manager to no avail. Please help me. I do not know what else to do.

  Business response

  09/07/2021

  We apologize for the lack of communication Mr. ****** received from our Collision Center.  The vehicle has been repaired and picked up and as an expression of goodwill we did an interior detail of the vehicle and gave him a full tank of gas.  Mr. ****** was very appreciative and is satisfied with the resolution of his concerns.

  Customer response

  09/09/2021

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ****** ******

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