West Herr Subaru of Orchard Park — Local services in Town of Orchard Park

Unfortunately, I had a bad experience on my last trip into West Herr. I needed my AC recharged and it was under warranty. I scheduled my appointment for 920am so I wouldn't be without my car for the entire day since this shouldn't be a long job. I've personally done this before and it took 20 mins.

Upon arrival, I couldn't be given an ETA on when it would be done. They offered me a shuttle ride home so I didn't have to wait. Nicole told me the shuttle ends at 330pm so they might have to come get me prior to that and I'd have to wait at the dealership till my car was done which I was fine with. Here's where it went downhill.

After 3 hours of waiting, I received a text with a video of the technician showing my vehicle inspection and clearly states on the video that nothing is needed at this time. No mention of fixing the problem that the car is actually in for. I then receive a text and call from the service rep Nicole. She briefly says that they will fix my AC before going into a long sales pitch to sell me new tires. She openly admits they are at half life and that I don't need them. I tell her I'm not buying tires and to just fix my AC. She ignores that and continues to try and sell me tires and pushes an estimate on me. I repeat that I'm not buying tires, especially since she just told me I don't need them. She sends me the estimate and hangs up.

Three more hours go by and it's now 345pm. I haven't heard a thing from them and now the shuttle is closed. I have no way of getting to the dealership to get my car, if it's even fixed. I call and Nicole doesn't answer. I call the generic service number and they try transferring me to Nicole. She ignores the call. Instead I'm told by the generic service number that the shuttle driver is now on his way to pick me up. They can't tell me if my car is even fixed. My car was done and parked in the lot when I showed up.

There's a lot of evidence that points to them either ignoring fixing my car in a timely manner or they did fix it and completely forgot to let me know. It was pretty clear their main priority was to sell me services that they even admitted I didn't need. I understand this is a business but it was clear as day they cared more about their bottom line than about the customer. This experience is why I'll likely never return as soon as my warranty is up. On a side note, the estimate for new tires they sent me was more than 2x the market value of new...

Summary: Great customer service, sales service, and overall customer experience.

This is going to be a long and detailed review but I want to comment on all the things since I know I am a picky customer, never got disappointed and got nothing but great comments on this dealership.

Starting with my sales rep Sam Petrovsky; he was amazing during the entire purchase process (and remains so eveb after purchase, which is very rare). He went and checked all the available options for me to get the best experience I possible could. He was always attentive to my texts even after hours (my bad), suggested a couple of things in terms of loan and insurance, which turned out to be great. He was very knowledgeable too and always kept in contact (and still does after the sale). I've owned 3 cars and have helped family members buy plenty more, and I can say Sam has been the best customer experience we've had by far. Highly highly recommend him if you go to West Herr 😃

The financing team and customer care team were also great in terms of explaining, accommodating, making appointments, and receiving the car. It took me like 1h to pick it up, and only cause there were a couple of hick ups with the website, but I got out of there with my car in no time.

Both Nick and Deanna were very nice as well when picking up the car and made sure to help out and explain every detail that needed to be explained. Michael (the manager) came to check up on how the overall experience was, which is always greatly appreciated as well.

The moment you come into the dealership, several people approach you and ask if you're being taken care of if they see you alone which is great, offer water and coffe, and answer all your questions which makes you feel very comfortable and valued as a customer.

Regarding the car (Crosstrek Wilderness), I can only say it is a very well designed car, tons of safety features, decent mileage, runs amazing (very smooth) and that active AWD at all times does come in handy with mud and will come handy with snow.

I went to Northtown before coming here and they don't compare at all (at least in my experience) which was why I came to West Herr so big thanks and kudos to all the team at this dealership and special thanks to Sam and also everyone else for making this a great purchase and...

Im a big time West Herr fan from the beginning. I bought my subaru from them and i just had my first service appointment with them. I have great things to say about both experiences but today is about my service appointment. I was able to make my appointment online which was thr most convenient part of it. I actually thought i could make my appointment from my car/the app but with my car only just hitting 5056 miles- i dont think it registered the need for an immediate oil change. So maybe thats why. Either way- i made my appointment. I arrived and wouldnt ya know it.. im a whole week early 😅 me and the guy laugh about it and i ask if im able to be squeezed in. He says it shouldn't be a problem but there will be a little delay considering people with actual appointments are ahead of me. Okay, 100% understandable for very obvious reasons 😅 im just grateful they would take me in on short notice. anyway. They take my car back at 2:05 (my phone connected to the blue tooth.. oops 😬) and by 2:40, he was calling me to tell me my cars all done. Im like "you sure its me? I like legit just sat down.." and he goes "yeah! Sorry for the wait, thanks for waiting!" And im like "no dude like thank YOU for squeezing me in and making this the first oil change ive had in under an hour!" So yeah. An oil change AND a tire rotation all in probably 30 minutes? Ill absolutely take it! From the friendly customer service to the speedy oil change- im going to forever be a west herr girly. Also... my seat was in the exact spot i left it in? Like they didnt even recline the seat, move it, nothing. Im 5'2" so either the tech was my height or they were that precise with putting it back 😅 i literally sat in my seat and drove away with zero adjustments. Easy! Lets not talk about how many complimentary snacks i ate while waiting though.. 🤭 all in all, west herr is incredible. Ive had nothing but great things to say. Ask me again in 10 years when my car needs repairs but as of today- im over the moon with...