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.