West Herr Ford of Rochester

Subject: Misdiagnosis and Poor Customer Service at West Herr Ford – Greece, NY Back in April, I brought my vehicle to West Herr Ford in Greece, NY (4545 Ridge Rd W) due to a check engine light. The dealership diagnosed a misfire on cylinder 1 and recommended replacing all spark plugs, the ignition coil on cylinder 1, and the valve cover gasket, citing oil residue. I agreed to the repairs and spent over $3,000. Just weeks later, the check engine light came on again. I took my car to a different, trusted repair shop, and once again, the issue was diagnosed as a misfire on cylinder 1 — the exact same problem I had supposedly just paid to have resolved. I contacted West Herr Ford and spoke with the service manager. He asked me to bring the car back in and assured me that if the initial diagnosis was incorrect, he would cover the cost of repairs. After re-diagnosing the car, their technician told me the issue was actually due to coolant intrusion in cylinder 1 and that the only fix was a new engine. This is a significant difference from the original diagnosis and repairs. I informed the dealership that I could not afford a new engine and took my car back. The next day, I called the service manager to discuss the misdiagnosis and hold him to his word. I left a message — but have received no response. At this point, I am being ignored, and the dealership has refused to take accountability for their incorrect and costly diagnosis. I feel taken advantage of as a customer. West Herr Ford charged me thousands of dollars for ineffective repairs and is now dodging responsibility. As far as I’m concerned, I will never do business with this dealership again — and I encourage others to exercise caution before trusting them with their vehicle.

Thank you. I appreciate the video look of the car, brakes, undercarraige etc. Thank you for the prompt and pleasant service experience. I didn't feel like I was bothering or burdening anyone. James was excellent, always attentive and very professional. West Herr consistently exceeds my expectations in terms of service. The service manager, Adam, should be commended for his leadership skills. You can feel the difference. Thank you for all you do..

Been in for some recent issues, really great service and communication there. Had some of those turn around real quick on me and they were able to fix them up nicely, free of charge. Thanks!

The sales and service department do an excellent job.Anthony was very efficient . He did great job

It only takes a few words to describe my full experience with West Herr Rochester Auto Body Service Center “Top Notch”!! Likely the most professional business experience I’ve had in years. From the front desk to the customer support agent “Cory”, and the background technicians Thank you all for a fantastic body repair experience. It’s great to see a business center operate so cooperatively well, and a great facility too! Kudos to West Herr!! Thanks again Tommy F

This is the third time I have bought a car from two great sales people. Always kind and very helpful.

Exceptional and prompt service was provided. Everyone I came into contact with was extremely helpful!

Nice helpful answers my questions show us how the vehicle works help me set up my app on my phone

The service l got from West Herr Ford was great. Every. I would highly recommend them! James was the one that helped me.He is great!

Ricky spent a lot of time to help ne find a vehicle to fit my needs and budget. He was not pushy and as a plus has a good sense of humor. :) If you do decide to but from West Herr make sure to ask for Ricky Norris. Paper work part of the process was handled professionally and quickly. I recommend this dealership.