Exceptional Service and Outstanding Customer Care at West - Jennifer.Dupuis
Exceptional Service and Outstanding Customer Care at West Herr Subaru of Lockport
I’ve historically used the Orchard Park location for servicing due to proximity, but after my recent experience in Lockport, I am officially switching service centers.
When the check engine light came on in my ’21 Forester alongside acceleration issues, Orchard Park couldn't see me for a week and suggested Lockport wouldn't be able to accommodate a loaner vehicle for me. By chance, I called the Lockport service center directly and spoke with Cole—and the difference in communication was night and day.
Cole didn't just book an appointment; he took the time to listen, diagnose the urgency of my situation, and proactively problem-solve. He was able to get me in within two days, clearly explained our options, and offered a seamless solution: a shuttle to work and a promise to prioritize a mid-day update and loaner options if extensive repairs were needed.
Thanks to Cole’s efficiency and clear communication, my car was diagnosed with a faulty thermal control valve and fully repaired the very same day-despite the extensive work needed for such a repair. The shuttle team was equally exceptional, ensuring I made it to and from work right on schedule.
Cole exemplifies true leadership, operational excellence, and genuine empathy. Having a vehicle break down is stressful, but Cole and the entire Lockport team turned a potential nightmare into an effortless, 5-star experience. I cannot recommend Cole and West Herr Subaru of Lockport enough—they have gained a customer for life!
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