West Herr Toyota of Rochester

I am currently in the market for a used hybrid Highlander. After months of searching, I finally found one at West Herr Toyota in Williamsville. They transported the vehicle to Rochester for us to test drive, which we appreciated. The car was in excellent condition and a great option for our family of five. The salesman even allowed my husband to drive it to our home so I could test it myself, as car shopping with young children is difficult. I loved the vehicle and immediately put down a deposit. We were prepared to pay all cash—approximately $45,000—to complete the purchase. Despite this, the salesman strongly suggested we finance the vehicle instead, citing a “low” interest rate of 4.9%. My husband declined, and we proceeded with preparing the paperwork to finalize the sale. Unfortunately, during transport, the windshield was damaged. While this was disappointing, we understood that windshields are replaced every day and were more than willing to wait weeks—or even months—if necessary for the repair. That’s when things took a surprising turn. We received a call informing us that West Herr would rather send the vehicle to auction than replace the windshield and complete our sale. Our deposit was refunded, and just like that, our family was left without a vehicle. In the same conversation, we were then told about brand-new vehicles they had available—again with “low interest rates.” I am shocked that West Herr chose to turn away an all-cash buyer over a straightforward repair and instead push financing and new inventory. The entire experience felt dismissive and misleading. For comparison, we purchased a brand-new Toyota Sienna from Hoselton just over a year ago and had an excellent experience from start to finish, with no issues in sales or customer service. I will never return to West Herr Toyota, and I strongly caution others: buyer beware

Chris Thomas was awesome! Great experience with all aspects of the purchase. I definitely recommend West Herr Toyota and Chris.

Paul was very courteous and went above and beyond my expectations! I felt very comfortable with my purchase and will be back to meet with Paul- highly recommend him for your sales to all family, friends, and beyond. Thank you Paul!

Working with West Herr was easy and streamlined. Our salesman worked for us and was great in every respect. Our last car buying experience from another dealership was not, so this was change, thank you Tom and Kimi.

Was able to combine 2 different appointment dates into just one! Grateful for you respecting my time.

They took care of me the day before Thanksgiving, very quick service and covered what they could on extended warranty.

Paul Williams was very helpful and informative,making buying a new car a better experience

Kyla in the service department is awesome, very attentive and was able to get me back on the road in less time than quoted.

West Herr Toyota on Ridge Rd, Greece, NY is fantastic. We recommend their sales and service dept. Top notch people. They are customer focused and professional. Kudos@

Kyla at West Herr Toyota is the best! Very friendly and knowledgeable about all services.