LEAVE A REVIEW

We experienced great customer service with Glenn Sciarretta and the team at the dealership. Highly recommend West Herr Ford. Glenn is customer focused and always treats us like family when we contact him. Thanks everyone at West Herr.

I was very pleased with how I was treated. I asked to test drive a vehicle that was at another one of their dealerships and they made that happen quickly and were very pleasant about it. I did not end up buying the car but felt bad because the treatment was so good!

Buying this vehicle was extremely easy. What happened next is unfortunate. My car was sold to me without being cleaned, with a light on the dash, and an active recall. I had to call repeatedly to get someone to take action on any of this. It was almost as if, Henderson Family Ford stopped giving a xxxx after they received my commitment, money and signature for this car. I was told there was no one available to clean my car and that I would need to take it to Deltasonic and tell them to bill Henderson. I had never heard such a process but was assured it would be fine. Of course, after having attempted this, I was told by Deltasonic it was not true. How embarrassing! I contacted Henderson and was given a new story along with a denial at having been told to pursue that particular route. Now I was told that I should pay for it myself and I would be reimbursed. As you can imagine, this was not easily accomplished and I had to make additional calls and an extra trip to the dealership to receive a reimbursement. The light on the dash denoted the Start/Stop system not functioning. When I questioned that, I was asked, "Well, do you need that to work?" Seriously?! I should have known then that there were going to be issues. I called and spoke to multiple employees who each said the service manager would be calling me - he didn't. I called and left him a message - it was not returned. At this point I was fed up with the back and forth and what I perceived as a complete lack of care for a repeat customer so I reached out to Mr. Henderson. I received a call back from the operations manager who then told me the service manager would give me a call. I let her know that I had zero faith in that happening, as I had already been told this several times. She assured me he would call and handle my issue. He did call, but handled nothing. Another week passed with no communication from anyone at Henderson Ford. I called the operations manager to inquire and she had no idea that my issue was still lingering. I was clear that this was an intolerable situation and I was at the end of my rope because at this point I had the vehicle for a little over a month. Finally, I received a call from the service manager and an appointment to fix my car at another dealership. The appointment took only an hour and a half and my complaints were addressed, as well as the discovery that there was an active recall. An active recall that was easily and quickly addressed - by a different dealership. As I said, this was all unfortunate. What this interaction has illustrated, to me is a decided lack of concern for customers, a lack of follow through for responsibilities, and some of the worse customer service I have ever had the misfortune to experience. What exacerbates the situation is that this was a second chance of sorts. I had already had a poor experience with this dealership and resulting communication with the Mr. Henderson, the owner of the dealership. I'm actually angry at myself for trying this again and I'm angry at Henderson Ford for taking the 'shine' off of my car buying experience. I will not be back, for any reason, and neither will my friends, family, and associates. Do better Henderson!

Part two... I was told by your sales manager now that it was not in my contract or written down for a second fob so it is my responsibility. The two employees who promised me the second fob are no longer employed by you that is the issue at hand. I will continue to share my review on bbb or anywhere that I can post it unfortunately because this was a promise that was not kept which is not customer service. Ive been extremely patient but now my current key fob the trunk hatch button and remote start button do not work so I need a second fob programmed, I have changed the battery with no result. The key fob was promised to me by Amarie and Warren and was never sent to me at all... I was also just told to hang on just a moment by Demaris and was hung up on sadly....

Hello my name is Adam Howe I bought a car from Henderson about a year and a half ago. I had played phone tag back then back and forth with a salesman named Amarie he was suppose to send me a second key fob for the Jeep Cherokee I purchased from Henderson. I live in Syracuse and it is a drive, however I never received the second key fob... It was never an issues until recently and now he is no longer employed by your company. I have ordered a new key fob online and was hoping you could arrange me to have it programmed to my jeep here in Syracuse. I have left a voicemail to the service manager and have not heard back yet. I hope we can arrange for me to have a key fob programmed or sent to me free of charge since I never received the second fob I was promised. Upon speaking to them they told me it was not in my contract and there was nothing they could do. Unbelievable that the old sales manager and the salesmen promised me this and when it came time to collect they say its on me.

Absolutely the best experience in purchasing a vehicle. Thank you to Alex Armstrong King for making our experience hassle free. He was very polite and explained everything to us from the beginning to end.

Terrible service. I was told the cost to replace a mirror would be between $40 and $50 . It cost me over $100. To top it off the mirror can’t be adjusted so I can’t see out of it . I will be returning tomorrow. I will never bring my car there again.

The staff at Henderson was friendly and knowledgeable and there was no pressure to buy. We love our new F-150, but wish that the staff at Henderson would have taken more time explaining the sales contract and the features of our new Ford truck.

Love my 2018 Ecosport Bought out my lease Henderson Ford is the best, have been dealing with them for years !! Always recommend to friends and family !

So last week I set up tried to set up an appointment for my truck to get fixed. I needed a lower ball joint fixed on the drivers side. Mary the service person said I could just bring it in to quick lane. I was confused because it wasn't a quick lane issue but I dropped it off on Wednesday after work. The called me back and said it was NOT the lower ball joint but the rack and pinion. Then they said it wouldn't be finished till Friday. I waited most of the day on Friday and when they called me back they said they were wrong is was the lower ball joint. They said we couldnt get the part till Monday. Total waste of a day. I picked the truck up for the weekend. I called Monday and spoke to Mary who stated they would call me when the part came in. Tuesday afternoon they called me and said the part came in on Monday (NO Call). So I dropped the truck off Wednesday after work and they said it would be done that afternoon. At about 4pm they called me and said they have to replace the upper ball joint as well and the truck wouldn't done till Thursday. All warranty work. Up until today I have been going to Henderson Ford for years with no issues and great service. But to be put through all this crap for just 2 ball joints a simple fix is highly unacceptable to me and very very poor service. The dealership has changed and not for the good. I will not be returning to Henderson Ford again.

My Wife and I came in and purchased a Honda. The sales rep was nice, and quick with getting us in and out with our car. My reason for giving them 2 stars is when we were told to come back Monday for the car to be cleaned out. What I did was throw leaf's in back seats and trunk of the car. Well we get there at 9am, and the sales rep told us it would done between 1-2 pm. We get there at 2:30 and the sales rep came out with a big smile saying they cleaned it and to enjoy my day. I look in the back and trunk and guess what? Leaf's everywhere. They did NOT clean the car and the sales rep did NOT even bother to look. So if you got the money and the credit score just get the car and leave, and never come back. Because that's what I'm going to do. I will not do business with people who waste my time.

Stay away from this dealer if you don't want to get jerked around. They play the classic game of bait and switch. I drove from the other side of Buffalo to this Webster NY dealership after they confirmed a vehicle that I was interested in was there and available. I was told I had to make an appointment, no walk-ins were allowed. I made an appointment for 2 hours away which is the amount of travel time to the dealer. 15 minutes in to my drive to the dealership I received a TEXT saying that someone just walked in and was out test driving the truck I was coming for. It also that I would hear immediately if the truck ended up being sold. 10 minutes before I arrived at the dealership I received another text. This one was to inform me that the truck just sold but they have another one that I might still be interested in. I arrived at the dealership and went in and spoke with the sales managers and sales person. All I got from them for my wasted time and gas was that this happens all the time and that's just how it is. I let them know that this may be the way they do business, but this isn't acceptable. Instead of being apologetic, I got attitude and disrespect from them. One other thing.... the other vehicle that they said I may be interested was not even close to what I drove there to look at. It wasn't 4 wheel drive and a lot more miles. Now almost 3 days after the truck "just sold," it's still on their website as available. So to sum it up, stay away from this dealer if you don't want to play games and deal with unprofessional and lying people.

Do not buy here!. I was hung up on after inquiring about a vehicle. I emailed the owner and he didn't care either! Go somewhere else!

I went to Henderson Ford because I had a Ford pickup that broke down on me sheet just having over $10k in body work done from a different body shop. So I was towed to Henderson to get someone to look at it from a Ford shop...I mean after all I had a 2013 and my truck was fine until it was in a major accident and then breaks down a couple weeks later. Anyhow I was towed to Henderson Ford in Webster, NY to see if the cause was accident related and the salesman approached me to see if I was interested in looking to purchase a new vehicle. Fast forward....I test drove some other pickup trucks and suvs and cars. I wanted another used black F150 4 door pickup truck but they didn't have one. So I ended up going with this pretty luxury car that's nice and all, but it wasn't what I wanted and doesn't fit my needs. I have kids and lots of em and we go sledding, hiking, fishing, go on road trips and I want to buy a four wheeler and my son has been nagging me for a dirt bike. Well there was only brand new F150 pickup trucks with 4 doors available in the black color I want and they were in the $50k range and that's double what my spending budget is. So I get the luxury car. Now I will tell you this.....the sales team worked it to where I didn't have to put anything down on the vehicle and because I was towed in I didn't have a way home so they were nice to give me a ride home up the road and picked me up the next day to pick up my new car.....and I appreciated that I really did. That is what customer service is about. BUT what I want all of you all the be careful of is the darn warranty! You do not need any type of additional warranty and I specifically said to Brian Henderson that I do not want a warranty and guess what?! Brian snuck the warranty on my vehicle purchase contract which added on an additional $2,000 to my total purchase payoff price :( So now when I go to get the black 4 door F150 I want that I had in the first place before it was crashed I owe about $7000 more than what my car is worth. So that means I have to pay out $7000 to get the truck I want OR wait until I pay down more on my current vehicle loan. I am trying to get as much of the warranty refunded to the bank so I don't owe as much on the total pay off of my vehicle loan. But guys, look over your contracts thoroughly and make sure a warranty you do not want isn't snuck in. Henderson Ford has lost my trust and that's too bad because I do switch up my vehicles every 2-4 years. I will be going back to the guys I bought my last F150 truck from.

Great customer Service. Friendly and Knowledgable staff.Clean and inviting dealership.Owner on premise very Professional I would definitely purchase there again with out a doubt.