Last week as we were driving on 390 N, we suddenly heard a loud noise from under the car. We were…read moreabout 5 miles from home, No problem driving but he noise was intense. When we got home, on closer look saw the front end heat shield was hanging down on driveway. Called my Mechanic Son. He stopped in after work to check the problem and saw the heat shield was held on by only 3 screws with no clips. He was on his way home from work from Buffalo, lives in Holley and I am in Greece. It was raining or he probably would have gotten the parts to fix it himself. He took the shield off and I called West Herr the next morning. Service calls go to some centralized person who couldn't help more than saying I should just drive there and see what they could do to fix. Since this shield has to be taken off for oil changes and I had one in May, this shield apparently hadn't been properly reinstalled. Emma said there were only 2 techs and didn't know how soon they could fix this. So I called my Daughter and she picked me up and we went to Walmart for a few things. Just as we were leaving, Emma called and said car was ready, Went back to pick up the car. Emma admitted it was ready just as I was getting in my daughters car to leave but she waited to call. They were able to put the old shield back on and inspected it. She then said there was some damage probably from before. Like falling off the car from few screws and no clips wasn't the cause for any damage. I think when you call their service department number you should get to talk with someone at the service department that can actually help. Also I think they have gotten sloppy at times. Once when I got home and read through the papers I realized they said I needed new filters in the car. I was sitting in the waiting room and would have gladly had them put them in right away. Another time, I got home, looked through the papers and realized the paper work was for someone elses car attached to my bill. They really need to step up their game.

West Herr Rochester in Greece has really stepped it up. Service dept is now second to none. Service…read moreadvisors are thorough & cordial. I've happily purchased a bunch of vehicles from these guys and will buy nowhere else even if I have to drive a bit to get there. Service is now working great with new staff. Recently had an issue and they totally bent over backwards to resolve, mitigate & make it right with no argument. You know every crisis is an opportunity to do the right thing & they 200% did the right thing for me. Kudos to the West Herr TEAM!

Great place communication was spot on nothing like Mercedes-Benz of Buffalo. If I could give it 10…read morestars, I would impeccable service.

Went there with my parents visiting out of town and Ebra was very helpful and knowledgeable of all…read morethe cars. I am planning to purchase a car from the dealership in the new year because of his customer service. Highly recommend

This dealership has gone downhill in the last year. I purchased my car from them in 2015 and…read morealways brought it to the dealership for service. When I bought the car, part of the deal was "free oil changes for life". In the last 6 months I've been told twice that they no longer honor that because it's under new ownership. When you buy a business, you should honor all commitments made to customers that have been faithful to the dealership for the last 8 years. After complaining about this last time, they did change the oil for free, but refused when I brought it in this time. Today I was told that the car needed to have the rear brakes replaced...again. We just had all new breaks put on and within 13,000 miles, they want me to replace them again. They are not willing to honor or stand behind the work they did, and wouldn't even offer a discount based on their poor installation or use of crappy parts. I used to love bringing my car here for service, but it's become an unethical service department and I will never buy another car from here again.

I took my car in for an oil change and a week later I tried to pop open my hood but realized they…read morehad broken something in the release mechanism. I took the car in again and was told that I broke the mechanism even though they were the last ones to open and close the hood and I would be charged $159/hr to get it diagnosed. Worst service I have ever seen.

I called as soon as they opened and was told I needed to speak to a service advisor to ask a…read morequestion. I was told they would call back. I then tried their online chat system; they couldn't answer the question so they informed me a service advisor would call back. I called about once every hour trying to get to someone but no one answered after my first call: not sales, service, no one and no call back. We were looking at a car in this lot and another. Won't consider them anymore. Customer service and communication are very important. That's the first impression.

I have enjoyed working with BMW Rochester for 3 purchases. I'm impressed with my sales personnel &…read morethe service team. However, I was not impressed with their recent 'buy your vehicle for $2500 more' deal. It's smoke & mirrors- they calculate your trade in, deduct about the same amount to repurpose your vehicle & add the $2500 to come I. With a very low trade in amount. FYI- my car sold to Carvana for $5000 more.

I purchased a vehicle from this dealership and shortly after receiving it in Los Angeles, the check…read moreengine light came on within a mile of driving it. Over the following months, I spent approximately $25,000 addressing major mechanical issues including engine leaks and a non-functioning convertible top. I'm sharing this so other buyers are aware and strongly recommend a full pre-purchase inspection by an independent exotic car specialist before buying from out of state.

Shout out to Owner Chris and salesman Cody for their patience on me purchasing my new vehicle. I…read morewas on hold with my insurance company with funds from previous vehicle being totaled out among other hiccups along the way . Took some time but Whitehorse Automotive worked with me getting the vehicle I wanted.

I had the best car buying experience I have ever had today at Van Bortel Subaru of Rochester!…read more I worked with Shawn P and not only was he professional, but fun and made the entire experience smooth and stress free. Was a no pressure deal and gave me a great deal without all the back and forth hassle you get at other dealerships! My entire family has used Van Bortel and Subaru for years. 3 generations of happy Subaru owners! I chose the 2026 Ascent Onyx Touring for its towing capabilities as I was coming from an F-150. It tows my Bayliner with ease and I hardly notice a difference! I would also like to add that the service department is also incredible. I had faulty trailer brakes on my trailer and one of the technicians Tom went above and beyond to help me diagnose the issue and gave me recommendations on how to fix it even though they don't normally work on trailers he still pointed me in the right direction. I am THRILLED and would HIGHLY recommend Subaru and this dealership to anyone! Thank you!!! -Nick

The car buying experience is five stars. The people in…read moreservice also earn five stars; the quality of repairs is good and the waiting area is quite good. But scheduling service is very difficult. I can't say enough about how great the car-buying experience, in every way. They work with you to get the car that fits your needs (I got one of the last manual transmission Crosstreks!) They're available to help with the process of changing registration and all the other items to get the new car established. They offer follow up with any questions, including about warranty. They carefully explain warranty options. This is my first subaru : compared to Toyota - Subaru's people and work on doing maintenance and repairs is just as good and the waiting area is almost as good as Toyota. Scheduling service, though, is another story -- much worse than Bob Johnson Toyota. At Toyota I could easily schedule a time to come in. My first February after I purchased my car I tried to set an appointment up at Subaru *a month in advance* at a time when I'd have work to do while I waited and all they had was early morning and evening appointments. When I called about this difficulty I was told I should just do drive-up service and I'm going to try that.I used that rather than an appointment only had to wait less than two hours for an oil change, so that was fine -- I could come in when I had work to do or the day was not very nice. The people were very helpful getting me a maintenance book for the used vehicle I bought But the second time I tried to use the drop-in service (for an inspection and oil change in August), I arrived shortly after 1PM and was told they were willing to fit me in, but that the wait would be perhaps til 8PM close; they said they were telling others they should come back the next day. I checked Subaru's online appointment system and the first appointments available from the time I write this review are 29 days from now -- and those appointments are very limited (early morning evening.) About 34 days from now there are appointments available. In my many years with Toyota, calling a week in advance was enough to get an appointment. This shows that the problem I experienced in February -- not being able to get an appointment within about a month -- is the same in August. In retrospect, I think, Subaru doesn't accommodate those who want to wait on a repair very well. My wife has had a Subaru and I found it hard to schedule repairs. Subaru a shuttle and $10 car rental on offer. They're much better set up for people who want to drop their car off rather than wait. Subaru's difficulty scheduling is probably because of how successful Subaru sales is. Kitty Van Bortel has built a great company with committed people who work at Van Bortel. I don't know how Subaru could solve this problem. On this August day I tried to get a drop-in oil change and inspection, I was told about the 150 vehicles they were trying to get through. And they were personable - gave me a card and said I could try to call in advance and personally helped back me out of the crowded entry to service. I have had one maintenance done with Subaru and was welcomed warmly, the staff was great, and the service was quick. But scheduling service is tough. (I'm also no fan of online-only setting up appointments to have work done).

Had to take our work van here for regular service maintenance , dropped off early am. Staff was…read morefriendly and explained exactly what the process would be and how long it would take. A few hours later they called and said the van was all set and could be picked up. Super easy and convenient location, just down the road from work.

This review refers to their service department. Their sales department was great, the sales rep…read moreMike was fantastic. However, their service department, not so much. I had just picked up my new truck and was just 10 miles down the road when I got a check engine light, I didn't even make it home without a problem. I called the next day and they got my truck in for service. The service department said it was road damaged and not covered by the warranty. The front facing sensor bracket was broken and the service guy tried to prove that by pointing out two blemishes on the plastic cover which on close inspection by me look to be mold marks not damage ( I worked in the mold department of a local factory), I know what a mold mark looks like. A quick search turns up that a major cause of damage is pressure washing. The service department pressure washed the truck as prep for the undercoating they did. I argued with them and got no where, the charged me 900 dollars. They lost my confidence and my future business.