West Herr Ford of Amherst – Quick Lane®

I arrived at West Herr Ford Amherst - Quick Lane a few minutes before 8:00 a.m. for a NYS inspection and was checked in promptly. I was told that there was about an hour wait which was completely fine with me. I received a text at 8:07 a.m. from the check-in rep. saying I could text “any time at this number during your visit.” I received another text at 9:11 a.m. with a video of the completed inspection, which passed with no additional services needed. At 9:24 a.m., I texted to ask if my car was ready but received no response. After waiting until 9:35 a.m., I went to the desk and was told my paperwork still needed to be processed. The rep only had paperwork on his desk for one other car besides mine. I sent another text at 9:53 a.m. asking why the paperwork was taking almost an hour, and again received no reply. I was finally checked out at 9:55 a.m. When I asked about the delay and lack of communication, I was told that was just the normal process and that my text messages “didn’t pop up” on their end. There were only 5-6 people waiting when I arrived, so the delay and lack of responsiveness were unacceptable. I cannot for the life of me figure out how “processing” my paperwork could take almost a hour. The customer service I received was well below the standards I’ve come to expect from West Herr. In my fifteen years as a loyal customer, this was by far the worst experience I’ve had. I will not be returning to this location and will be advising others to go elsewhere.

Bad slow service quick lane oil change 4 hours minimum. go somewhere else don't waist you're time

Chris Carr got my car taken care of! He updated me about my car and things to watch for. He didn't force any extra services like other places try to do, wait time was reasonable too. Thank you Chris and West Herr for everything, I reccomend this place highly

Love getting service done here, won't go anywhere else, these guys are excellent and they do their best at a timely manner to exceed customers expectations!

Only giving four out of five stars because it took a lot longer than I thought it should for an oil change and a New York State inspection. However, everyone I encountered was very friendly, and the work got done properly.