Complaints

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Transaction dates: 9/4/24 (cost $302.86) & 10/30/24 (cost $795.59). The agreement was to diagnose why the check engine light was on and repair what was needed to clear it. I'm seeking reimbursement because the check engine light came on both times after repair work was done. The issue was not resolved. I spoke with the service manager, John C******, on the phone on 11/5/24 and shared the concern of the issue not being resolved after bringing in the vehicle twice. His only compensation to me was if the part they replaced was damaged or faulty after the install on 10/30/24, it would be replaced for free under the warranty otherwise I would have to continue to pay for new parts and additional labor as they tried to fix the problem. I couldn't help but wonder if a "new" part could really be damaged after only a few days? Being a customer and having purchased my car from them, I was extremely dissatisfied and left feeling that I was paying for their guesswork because they couldn't get a diagnosis that would correct the issue. How many more times would I need to bring the vehicle in to be serviced for the same problem and at what cost? I felt that I couldn't trust what they were saying or doing any longer so I couldn't go back for a third time just hoping this would be the time they could get this resolved.

  Business response

  11/26/2024

  We have contacted ******** ****** about her 2 repair visits in 2024. After discussion we do understand and respect her feelings being that the first look at her check engine light condition and the $302.86 in charges associated with it were ineffective. When the vehicle returned with a check engine light 946 miles and nearly 2 months later, there was a different failure code that did lead us to a lasting repair. We also understand that the need for 2 visits was inconvenient and may have been avoidable.We have offered, and she has accepted, a refund of $600.00 as equitable resolution of this matter. We are processing a refund check of $400.00 (she had paid $400.00 in cash as part of the second visit). We have also issued a refund of $200.00 on the Credit Card that she used to pay the remainder of the second visit with.******** ****** assured Service Manager Kate F*** that she finds this proposal fair and considers this matter resolved to her satisfaction.

  Customer response

  11/26/2024

  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.  Regards, ******** ******

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased certified used vehicle from west herr gmc of east aurora on March 2nd. I have driven it a total of 25 days from then until today may 20th. The first time it was completely dead they had to flat bed it to East aurora from my home then out to Rochester which I was charged the tolls, they had it for over two weeks. Second time was my gas door would not open by the button, they had it for another 2.5 weeks waiting for a part now just on Friday of last week heavy rains hit our area and the button mechanism for the sunroof started leaking water into the car. I no longer want this vehicle the GM Andrew knows, Scott b***** knows and they are doing nothing to rectify the situation. Myself, my daughter and son all have worked for west herr before and disgusted how this is being treated. I had to make payments on a car I didn’t even have in my possession. Half of the time I call looking for an update know one knows. I drove out to east aurora after no one could find my car and it was sitting in the parking lot not fixed yet. It has been nothing but issues. I do not want another vehicle from west herr I do not want this vehicle I want a full refund of my down payment, all the payments I made to the extended warranty company and the car payments and a credit score reversal.

  Business response

  05/24/2024

  We currently have his vehicle, and a water test will be performed on it at our glass shop to see if there is anything wrong with it. We provided him a loaner vehicle so he had reliable transportation.With his first two problems with the vehicle, we handled the problems, and definitely made him better than even throughout that process. We provided a $2500 goodwill check for the troubles, a loaner vehicle, full tank of gas, and paid for his toll charges.

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used certified 2019 *** ***** from this dealership in February 2022. I have the original ad for my vehicle stating it was CERTIFIED. Upon visiting my local dealership to have service done, it was informed to me that the vehicle was not showing up as certified. I contacted west herr who then told me they removed my certified status to give me an “extended after market warranty”. This was never discussed or disclosed to me at the time of purchase! I was under the impression that the extended warranty was to add an extra layer of coverage on the vehicle and was not meant to replace my certified status. I reached out to GM directly about this issue. GM states they cannot get a response from west herr after three attempts. So, GM advised me to file a claim with the BBB about this matter. I would like my warranty reinstated and if that cannot be done I want a reimbursement.

  Business response

  02/02/2023

  The customer purchased a ***** that was listed as certified pre-owned. We were able to set her up with an extended warranty that exceeded the coverage that GM certified offered and we didn’t certify the car at time of sale. It appears that no one clarified this with the customer and she was concerned when she took it to a dealership in her hometown for a repair. We were able to reinstate her certification back to original date of service and she is very pleased with us. 

  Customer response

  02/02/2023

  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. 
  
  Regards,
  
  ****** *******
  
  
  
  
  

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/17/22 I received my car back from West Herr… they replaced rear Brake Pads and Rotors, replaced front right caliper because they said it was “sticking”, replace noisy right front wheel bearing and tested my battery which tested good. When driving my car home ALL of my problems are still existing ! I mean did ANYONE Test Drive my before giving back to me ??? Car still weak/barely starts and same with auto stop/start at red lights… Brakes Still – feel brake pedal pulse while hearing a sight grinding/squeaking when stopping. Brakes Still – front end shaking when stopping at high speeds.. However not as bad as before. On 8/27/22 While stopped at a red light, my car died and would not start, I had it towed to ******** ********* were they had it for a week fixing the issues. 9/04/22 My starter failed, caused by my alternator failing – which West Herr tested as GOOD. ******** also fixed my front brakes, they told me there was still issues with the rear brakes (which are 7 days old) and I should take back to West Herr and have them fix it under warranty 9/08/22 Took it back to West Herr, when driving my car, I hear a constant scraping sound from my rear brakes and when stopping at red lights, hear a pulsing scraping sound… they Adjusted my rear caliper and said it was fixed… I drove it for 1 min, scraping sound is gone, HOWEVER pulsing scraping sound when stopping is still there, do they TEST DRIVE the cars before they give them back to you? when right back to dealer and this IS NOT FIXED… they “tested” it more and came to the conclusion that the rear wheel bearing is causing my braking problem they replace it and said it was fixed… I drove it for 1 min, stopped at a red-light and this IS NOT FIXED, having the exact same problem – at this point I am F****** DONE with West Herr of East Aurora. All they are doing to is blindly replacing parts hoping one of the will fix the problem…going to talk to a lawyer to see if I can get my $500 back rear wheel bearing

  Business response

  09/28/2022

  Our Service Manager, John C****** reached out to Mr. ******.  Mr. ******** has been having some work done with us, some at ******** ********* and more at an independent shop. There has been diagnosis and work performed at 3 locations. with some being diagnosed at one location and work performed at another leading to some confusion and overlap. We agreed to reimburse the customer the entire amount and also explained it would be best to choose one facility to have the work completed.  Mr. ******** agreed and was fully satisfied with the resolution.  

  Customer response

  10/04/2022

  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.   Regards,  *** ******* 

• Initial Complaint

  08/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 3/29/21 My husband and I turned in our 2018 *** ******* *** with 17,000 miles because our lease was up and got a new leased vehicle. We went to West Herr Buick GMC in East Aurora NY. I dealt with Jaymison W*****. I told him we wanted the exact same vehicle that we were turning in. All of the same features. I told him if there was anything we had to give up it would be the **** radio but nothing else. The safety features were important. I was told there was a red and a gray one on the lot. I chose the gray. Again I asked this has everything our 18 has? He told me yes. My husband was receiving chemotherapy at the time and we had to go on a day that he was feeling well enough to finalize the deal. He told me it better be soon because someone else was interested in the gray one. The day turned out to be 3/29/21 . Jaymison did alot of the paperwork before hand so it would lessen the time being at the dealership. We left the dealership and while pulling in my driveway I noticed we did not have the Safety Pro feature or navigation system. I immediately called Jaymison and told him about this. He said oh sorry let me talk to my boss. He called me back and told me if I wanted those features we have to pay for them. I asked why would we have to when we asked for them and you said we had them? He said sorry nothing I can do. The dealership never tried to make things right or contact us at all. My husband's health took a turn for the worst. So I didn't pursue it further. My husband has since passed and looking at our paperwork Jaymison put me as a cosigner with a $1 income. I have since purchased another vehicle. One that I actually wanted. I feel we were taken advantage of and paid for something we didn't want. They never contacted me and neither has GM. I would like our down payment back and the 14 months of payments including tax.

  Business response

  11/03/2022

  The General Manager reached out to Mrs. ***** and discussed her concerns.  In the spirit of customer satisfaction, West Herr gave the customer a goodwill check for $500.  She was satisfied with this resolution. 

  Customer response

  11/04/2022

  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. 
  
  Regards,
  
  *** *****
  
  
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩