Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a vehicle on December 23rd and we’re told all registration documents and the spare key would be mailed to us. We received the registration documents but no spare key. We’ve called Parker and his Sales Manager over 10 times and always get the response “Let me find out right now and call you back” as if it’s some new process they’ve never done before. However to this day we still don’t have an answer on where our spare key is and never get called back. It’s absurd to think after a $40k purchase we can’t get answers on a process that I imagine they have to go through on a daily basis selling cars.

  Business response

  01/20/2025

  Mrs. ******** picked up her spare key on 1/17.
  She was happy that this matter was resolved and per her request, the job was finished.
  We also have $100 **** Gift Card we are sending out to her in the mail on 1/20.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  July 7. - had our 2023 Kia Sportage towed to West Herr Kia in Orchard Park we were on vacation and it wouldn't start July 8 - West Herr svc Dept called stating everything points to a bad battery modulator. They would have to order, may take a week or two. Called KIA headquarters, explained our problem.they told us to rent a car so we could drive back to SC, since our vacation was over. Which we.did on the 9th July 12- svc Dept called stating rodents chewed wires, which is not cover under warranty. The part needed was not available anywhere in the entire US July 15 filed a claim with our insurance. Co. July 17 rec'd. 2 Emails from ***** claims A. Estimate complete / B. Claim approved That happened sooner than we thought so at 2:20pm we called *****. Talked to AJ, he told us the adjuster went to West herr ot 10:45 and spoke to Tim in the svc Dept. July 18- Mike with wHerr called part from the production line around Aug.2-8th. Mike stated the part cost 2176.02 but could be a little higher. The state farm adjuster quoted 500.00. Mike said he will have Tim call ***** to give them an update. Aug 7- called WHerr l/m for Timm to call back Aug 10-Tim left us a message stating he checked on the part our adjuster had them order but doesn't show a send date. He will have his parts mgr follow on on Mon. Aug 13-called WH l/m for Mike Also called Jason at KIA headquarters, see if he can help get this part Aug 22- Mike called, bad news, part has been pushed out till Oct. Told Mike ***** told us they sent them a check. WH said they never got it. Called *****, they will ck into it. Called Jason headquarters gave him latest update Aug 27- Jason put a rush on the part There's still more calls but my space is limited and we still don't have our car. Per ***** WH is charging 5168.41. they paid 2666.56. WH sent a supplement that the ***** didn't agree with, they tried to work with WH but they wouldn't. Said the customer will have to pay the rest. Going on for 3mrhs.

  Business response

  09/16/2024

  The insurance company, ***** ****, stated that there was a part available from a used parts wholesaler in Michigan for $500.00.  The factory part is months on backorder.  Our parts counter employee called that company, gave them the part# on the estimate and their employee said that that part was no longer available. Our service advisor then called ***** **** and told him that we did not have a cost of the part from the factory or availability due to the part being on national backorder with no ETA.   We then reached out to the manufacturer to try and get the part expedited. The part was initially supposed to be here in August, we received an update from Kia that the part was not going to be here until October, advised the customer of the change to October. Again, We then called our District Parts and Service manager to see if he could get the part pulled of the production line any faster and we received it 9/4/24 and completed install 9/5/24. The Service Manager is working with ***** **** to see if we can resolve this issue so the customer only has to pay their deductible.

  Customer response

  09/19/2024

  West Herr resolved the issue to our complete satisfaction. Please close.this case.

  **** ***** ******* 

• Initial Complaint

  02/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a new vehicle February 2 2024 I overpaid the down payment by $8,000 there for west herr *** owes me $8,000 It is now February 24th. I have not received my money nor have a got a response from the company after calling several times about this. I have went in person to speak to a manager and still have not received my money they owe me. They cashed the check I gave them same day Feb 2 which was for $25,000. They did not bother to send the difference that they owe me. There for they stole my money and wasted a lot of my time . Trying to get it back with no help at from the company.

  Business response

  03/14/2024

  Below is a copy of the letter that we mailed to the customer today (3/14/24), additionally attached is a copy of the check that was mailed on 2/26/24. Dear *****,         My name is Jessica A****, General Manager at West Herr ***. I wanted to offer you my sincerest apology for the delay in your overpayment check. I have tried to reach out to you a few times regarding the receipt of the equity check that was sent to you on Feb 26th, 2024. I have also enclosed an additional check for $500 for the inconvenience and delay. Please know that this delay was not at all our intention, and we truly strive to handle these matters as quickly as possible. Please do not hesitate to reach out to me directly for any future assistance. I am always available on my cell ************. Thank you for your business. Sincerely, Jessica A**** General Manager West Herr *************** cell *******************

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My 2021 Kia Forte was stolen and retrieved 6/30/23 in Rochester, NY and it was towed to West Herr Kia in Orchard Park on 7/3/23. Insurance adjuster arrived about a month later and parts are ordered for repairs (estimate sheet included). At this time there is now updates on a date for repairs and my car is needed for my job. I work through ** ***** ******** program and am required to see my clients twice a month in person. At this time, there are no updates with repairs and communication with service department is difficult.

  Business response

  09/11/2023

  Mr. ********** vehicle is completed through our Body Shop and the customer has it back at this time.  We are currently attempting to trade him out of his vehicle into another West Herr vehicle. 

  Customer response

  09/11/2023

  Better Business Bureau:
  
  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.
  
  In regards to the previous complaint, the vehicle repairs went over the insurance estimate without a supplement request directed towards the attention of myself or my insurance. I had spoken with a GM on 8/31 in regards to having the vehicle being bought out. I have not heard back from anyone in regards to this and I still do not have my vehicle. The claim through insurance is still open and my deductible needs to be paid. I have attempted to reach the GM’s of West Herr multiple times to get an update on the situation and have not heard anything. 
  
  Regards,
  
  ****** ********
  
  
  
  
  

  Business response

  09/18/2023

  The insurance company covered the supplemental charges, ****** paid his deductible, and West Herr traded him even for a new Mazda. 

  Customer response

  09/21/2023

  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.

  West Herr Kia has worked with providing me with other options during this time. It has been resolved.

  
  Regards,
  
  ****** ********  
  
  
  

  
  

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March of 2023 my vehicle was stolen. The car was found a week later and towed to West Herr Kia for repairs. Kia had my vehicle for two weeks before notifying me the dealership did not give them the keys to the vehicle, and this was delaying the process. At this time I dropped off the car key as well as the check from the insurance company as requested. This check was for the full amount of the repairs, I also paid my deductible at this time. In April, I received my car back partially repaired and was told in June the collision center would complete the rest of the repairs. My car was given to me covered in glass, grease marker on the windshield, and items left behind by the individuals who stole the vehicle. When I called Kia regarding the state of the vehicle, emphasizing that my insurance paid for the car to be detailed, I was first told the car couldn’t be detailed and later told it would be detailed when it returned to the collision center. I went to the collision center on June 19th to drop the car off and was told I didn’t have an appointment that my appointment was on July 10th. This was despite voicemail and email confirmation of this appointment. On July 10th I dropped the car off again, on July 14th I was told it would be repaired by July 21st. On July 19th I called to check on the status of my vehicle. At this time I was informed I did not have an appointment on July 10th and that due to extensive repairs my car would not be able to be repaired until possibly the following week. This is a pattern shown by Kia where promises and confirmation of appointments have been made, but then when I inquire about the appointments I am told they don’t exist. This has been ongoing since March when my car was stolen due to a flaw in Kia’s vehicles that Kia failed to address.

  Business response

  08/04/2023

  Ms. ********** vehicle repairs are completed. We walked around the vehicle with the customer when it was picked up and she is satisfied.  West Herr offered a Visa Gift card as a goodwill gesture. 

• Initial Complaint

  04/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In Spring 2022 I purchased a Used *** ***** 2019 from Westherr Dealership. They withhold from me that the Vehicle in Question was in a serious Accident that was the original owners fault. Westherr did provide a ******, but they never showed it to me, as many now when u buy a car, u have tons of papers to sign, which I did, Except the ****** report, the Salesman didn't show it to me or my 76 Yearold Father, nor did there SALESMAN Sign it themselves. I did not realize this for a month or 2 ,while Goin thru the huge pile of confusing papers. I attempted to contact the Salesman as well as the Dealership Westherr, I got the brush off. No return calls NOTHING. IF I HAD KNOWN THIS CAR WAS IN A PREVIOUS ACCIDENT, I would have never bought that car. I would appreciate your help with this matter. Thankyou **** ****

  Business response

  05/05/2023

  West Herr provided a ****** vehicle history report to ********* during the buying process, and we have a signed copy on hand by both *********, and his Father, which shows the previous history ********* is alluding too. I have spoken to ********* in detail, and he will be meeting with us this week to explore options on trading the vehicle if he chooses too. 

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My check engine light came on, 2012 *** *******, I went to West Herr *** to have it diagnosed. They replaced a canister for around $500. This fix did not solve the problem I was informed by Tim in maintenance it was now related to the fuel pump. H also informed me the parts were on back order and "it was safe to drive the car until the parts came in". I retrieved the car. My daughter was driving on Interstate 90, a four-lane divided highway, when the fuel pump failed. She was stranded for well over an hour. I had the vehicle towed to *** and informed Tim what had happened. He said it would be fine to leave the vehicle while we waited for the parts. After nearly 3 months of being told the parts were still on back order, emailed *** direct and within days the parts had been overnighted to the dealer. I then received 3 phone calls from the appointment scheduling department telling me my part was in and to make an appointment to get my car in. I informed them the car was at teh dealership and they had no idea. I heard nothing from the parts department, so I stopped, and Tim informed me that one had come in but it wasn't for my car. After he checked he told me that mine had indeed come in. He had no Idea. Four days later I get a text from Tim stating the parts had been installed but now there are other issues. He informed me the brakes were seized and there is now an exhaust leak. He stated it would be $1100 dollars to fix the brakes and that it would be better if I took the vehicle to an independent shop to get the exhaust fixed. All the above issues were in good working order when the vehicle was left in the *** dealers care. It should not be my responsibility, financially or otherwise, to get my vehicle back in good working order. Thank you for your assistance, ******* ********

  Business response

  10/10/2022

  Dennis G*****, the Service Manager reached out to Mr. ******** regarding his 2012 *** Sorento with 154,873 miles accrued on it. We spoke about the historical issue with the fuel pump/fuel sender assembly that was in need of replacement and the extensive time it took to arrive from the parts order. We spoke about although the vehicle was sitting waiting for parts arrival, it is exposed to the elements and at any age can suffer corrosion build up on brakes, exhaust components, etc. during that time when the vehicle came back in the shop when the fuel pump/sending unit arrived, there was mention of the condition of the brakes and exhaust, and again, being exposed to the elements combined with the age/mileage of the vehicle, this unfortunately will occur. He was also concerned when the vehicle broke down, he checked the engine coolant and found none in there, but I verified that to be potentially true if the engine had an internal failure…which we concluded with. I reminded Mr. ******** that on behalf of the West Herr organization and my department, I am taking care of the $225.00 tow bill AND the alternate transportation vehicle.  *** has approved the replacement of a new engine and Mr. ******** is in a rental vehicle at no charge until the engine is completed. Mr. ******** is satisfied with this resolution. 
  

*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. ↩