West Herr Toyota of Orchard Park — Local services in Town of Hamburg

West herr

We are writing to express our displeasure and frustration with West Herr Toyota Service Center and West Herr Collision Center at Orchard Park.

Starting in June our 2025 Grand Highlander Hybrid started displaying “sensor malfunction” Many warning signs displayed on dashboard.

Initially we brought to the service center thinking this would be a quick electrical fix. Unfortunately we were told that they could not identify the problem. And that is must be the crack in the bumper and headlight, resulting in faulty sensors.

At this time we brought to the collision center. We were given a quote of 7300 and it would take about a week to fix. After two weeks, we were told that the sensor malfunction warnings were still appearing and would require further testing.

Here we are three weeks later, still no testing has been completed. I have been without a car making family/work life of a family of 6 extremely difficult. We understand that issues arise, however the lack of communication and ownership of the misdiagnosing the problem (original collision center worker not taking down notes on the initial estimate report that would have been helpful to the service center with their work)is what concerns us the most. And after a brief conversation in regards to the car we found out that the initial person who did our estimate was fired for not doing his job properly and that over the phone “I took it better than the other customers” when telling me that stuff was missed on the report. This same person caused many issues for other customers at the collision center before our experience.

We are now waiting for diagnostic testing at the original service center we brought the car to, that should have been taken care of months ago. Upon further conversation they told us that they would not be able to accommodate us until NEXT Wednesday for the diagnostic work. This would now put us at almost a full 28 days without a car. You would think the communication between parties at the business would be up to par…the service center was unaware of the mishandling of the initial estimate. Which would have had the information they needed to help them figure this diagnostic work out.

We will no longer be giving our business to West Herr. Customers should be treated with more respect for their property. I deliver anesthesia as my profession and if I misdiagnosed the amount of time West Herr has, my patients would be dead.

Hopefully you will address these staff issues and other people do not have to be inconvenienced in the way that we...

Update 4/26/2025

If you go to West herr make sure you deal with John Davidson if you have any issues. He will definitely make things right and make sure you are happy and taken care of. I will be going back due to him. I will ONLY go back because of John. Before he reached out to me I had written off ever going back there due to my experience there. But John went the extra mile to correct a bad experience that happen even before he was at that location. Now that is an excellent manager. West herr is lucky to have him. Thank you John for making me feel heard and making things right.

4/22/2025: New West herr manager John Davidson reached out to me on Monday and said wanted to make things right. So now I wait and see if he follows through. Depending on the outcome will totally decide if I go back there or recommend anyone to go there. Hopefully John keeps his word. If so I will change my stars and post.

We bought a 2018 rav4 adventure on September 25th and here it is November 3rd and I need new tires. When we bought the car we brought up the fact the tires looked pretty bald. Jason told us it was a 5, which apparently is the lowest you can go before they actually change the tires. Claims if they would replaced the tires the price of the car would of gone up more. Umm yea well the price of the car is way more then what was online anyways plus all the warranties Jason added without asking us if we wanted them or not.. So I've spent tens of thousands of dollars on a new vehicle and already have to put money into it. My old car we traded in had amazing tires and really good tread. Jason claimed he would do a deal for us and give us a check towards new tires and if we went up there to get the tires we would get it all at their costs. And he would tell us when their tire deals went on. Well their buy 3 get 1 for $1 was the whole month of October and he didn't call and let us know this. This just goes to show they are only out to make the sale. Once the paperwork is signed your on your own and screw what they told you they would do. My husband has been thinking about trading in his truck but we won't be going back here so they can screw us over again. Unbelievable what people will do and say just to make the sale. Guess we should of told them change the tires or we don't sign or we should of looked at different cars with better tires but I really wanted...

Patrick B (Salesperson) and West Herr Toyota Orchard Park was a complete pleasure to do business with. In October 2021, I was in the market to buy a new vehicle, but the specific one I wanted, Toyota RAV4 Prime, is not sold in the state I live in. Due to supply chain issues and production, RAV4 Primes are extremely hard to find.

Most dealers that I called are only selling them to local in-state residents or adding huge markups (~ 5 to 10K or more!). The few Toyota dealerships that do sell to out of state residents AND at MSRP generally have really long waitlist (6 months or more).

I chatted with Patrick at West Herr in late October and he said that they could sell me a Prime at MSRP but the wait could be 4 - 6 months if I was set on a specific color, but it could be sooner if I was flexible on color. He was friendly, professional, and 100% transparent and honest from the 1st time I chatted with him.

On November 11, about 3 weeks after I left my initial deposit, I received a call from Patrick asking if I was open to the silver/black color and that the vehicle was set to arrive in early December. My wife and I decided that the silver/black color was fine. Patrick was also helpful in adding / removing options/accessories that I did not want. The best part of the whole experience was that there were no surprise dealer add-ons, packages, markups, etc.

This was my first time buying a vehicle out-of-state and having it shipped and Patrick and West Herr Toyota Orchard Park made me feel comfortable throughout the entire buying experience. He was very communicative and gave me updates on ETA, took photos of the vehicle when it came in.

The paperwork to sign and buy the car was still done on paper and sent via FedEx. The only way I think it could be faster is if that was moved to digital/DocuSign. Nonetheless, the whole process was relatively quick and easy.

Patrick even came in on his dayoff, December 24th, when the dealership was closed, so that he could meet the truck driver and load up my RAV4 Prime. The vehicle was delivered on 12/30 and my wife and I are extremely satisfied with the vehicle and the service we received from Patrick and the staff at West Herr Toyota...