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Business Profile

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West Herr Ford of Hamburg
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for West Herr Ford of Hamburg's headquarters and its corporate-owned locations. To view all corporate locations, see

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West Herr Ford of Hamburg has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    • Initial Complaint

      Date:06/19/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      First of all this is a complaint about a faulty part PTU Unit that was installed in my 2013 Ford Escape on June 22,2022 The part cost $1,169.63 and Labor Was $576.00 West Herr Ford gave me a Discount. On The Part s & Labor. See Invoice 248835. Original Quote was $2,301.35 see RO ****** Dated 05/05/2022. See attached file West Herr WO ******.
      Here's my issue I had my car repaired on 06/02/2022 My Mileage out was 63241
      On May 20,2025 I brought my car in to have some filters replaced and at that time I told Robert P******** 716 202 3110 I thought I heard the same noise that I heard before with the old PTU unit and he confirmed that it was bad and needed to be replaced. Quote 373172 see attached (WO ****** PTU Replace unit WO -******) $3,159.44. My Mileage out was 74251 See Invoice 373172 that's a difference of 11010 miles. I know West Herr Ford had no way of knowing this was a bad part, But clearly is was and I feel as though they should stand behind it. I've been there at least 4 times it's on the check list. The only way you know if this is bad is to drive it and listen for the noise. I only heard it after my friend said something because when she in the car I don't play the radio plus she has hearing aids. I did complain to Robert but I haven't heard back from him. I think a part that's that costly should last more than 11 thousand miles the original one lasted 62 thousand miles.

      Business Response

      Date: 06/27/2025

      Ford would not assist with repairs. West Herr has offered to make the required repairs at a discounted price.
      Discounted parts price (at cost) & no charge for labor. Customer has accepted the offer and will pay a total of $981.47 including tax.
      The car is currently in the shop being repaired.

      Customer Answer

      Date: 06/27/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 



      Regards,


      ******** *******








    • Initial Complaint

      Date:08/27/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Had some work done by ford and was told warranty company denied the claim even though certain parts are clearly listed on my claim as covered... paid for the vehicle got the truck back, called the warranty company, they claim that some of it should have been covered Ford needs to resubmit correctly, contact Ford they basically give me a runaround and then don't contact me back... i have had the truck for 1 year and just had to do 4200$ in work to the engine.... next issue, I took the truck in the first couple weeks of purchasing for noise( rattle sounds) they say it's turbo waistgate, it's normal, 6-8 months later engine light comes on and super loud rattles coming from catalytic converter but light doesn't stay on longer then few minutes...call ford they tell me my cat is perfectly fine and won't do anything about it...this is the 2nd vehicle I've purchased from west herr and if something between my 2 situations isn't resolved it will 100% be my last.. ( have confirmed codes scanned by autozone and once at advance auto both same codes while engine light is on also have a video with how loud the rattle is when it acts up, but they claim it's fine)

      Business Response

      Date: 09/04/2024

      Service Manager from West Herr Ford Hamburg spoke with customer Friday 8/30. Customer is working with ******** Warranty Co. and submitting
      for reimbursement on past repairs.
      Customer also states he has a catalytic convertor concern which we will delve into.
      (These components aren’t covered by any warranties.)

    • Initial Complaint

      Date:11/05/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I reported electronic issues on my vehicle, My mechanic looked at my 2011 **** and discovered a recall, they tested everything and the one cause they eliminated was the battery . I took the vehicle to West Herr for the recall, which they refused to perform, even though my mileage was 131,000 and the recall was for vehicles under 150,000 miles and then West Herr declared the issue was the battery after they replaced that and charged me $300 I was able to start the vehicle one time and get it home and now after I got it home the vehicle will not even start! They clearly don't have a clue, but have no problem taking money to NOT fix your vehicle. The advisor, Bob P****** or something like that, just made excuses and no effort or suggestions to make the situation right.

      Business Response

      Date: 11/15/2022

      Customer came in for power steering concern. He was told elsewhere there is a **** Recall for his concern. There are no recalls on vehicle. There is an extended coverage 15N01 that states if there is a PSCM code there may be coverage for steering gear.  Vehicle would
      not start to pull into shop. We jumped vehicle, pulled it in shop and checked for codes. It only had low voltage
      codes. No PSCM codes. We recommended a battery which customer agreed to. We replaced battery and checked for codes. No codes for power
      steering or any other system. Upon visual inspection we found some other suspension issues that we quoted customer which
      he declined. Customer paid for battery and picked up vehicle. Vehicle broke down days later and would not start so customer dropped it at
      ******* ***** I spoke with *** at ******* **** and vehicle has several Communication codes and he will call us once its diagnosed. I
      offered to Mr. **** to come tow the vehicle back to our shop. He declined. As a resolution Mr. **** said for now to refund his money back for
      battery replacement. I issued him a refund check for battery Thursday 11.10.22
      which made him happy. I advised Mr. **** and *** at ******* **** to let us know if there is
      anything else we can do to assist, and they said they will let me know.

    West Herr Ford of Hamburg is BBB Accredited.

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