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Business Profile

Auto Repairs

West Herr Collision Center of Lockport
BBB accredited business seal
BBB Accredited BusinessA-Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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:06/05/2025

    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.
    This past February while backing into my driveway the frame on my 2018 **** apparently snapped at the control arm. After contacting All State Insurance they had my truck taken to West Herr Collision in Lockport as it’s a “preferred shop”. All State and West Herr went back and forth over how to fix my truck, this occurred during the months of February, March and April. So that’s 3 months without my truck. After finally getting All State to approve my repairs, this was in early May at this point, West Herr said they located a frame and were sending my truck to a Ford plant for repair. I received a text message indicating my truck would be complete May 9th. It is now June 4th, I still don’t have my truck and I can’t get ahold of West Herr. I’ve left several messages asking for an update explaining I have a family vacation fast approaching and I desperately need my truck. I have yet to get a reply. I haven’t received a phone call, text message or email. Since February I have been forced to drive my elderly father’s 2001 **** that doesn’t have heat, a radio and the windows won’t go down. I’m paying insurance on a truck I can’t drive in addition to making payments on it still. I understand that taking a truck apart and reassembling it is not an easy task but when I’m told it will be done almost a month ago and now I can’t get ahold of anyone over there is starting to worry/bother me. Thank you.

    Business Response

    Date: 06/12/2025

    Customer's vehicle arrived 2/25/25 with suspension and frame damage. After assessing the damage, West Herr concluded that the vehicle is a likely total loss. This information was reported to the customer's insurance carrier for review on 3/4/25, customer was notified. Negotiations took place between West Herr and customers insurance carrier between 3/6 /25 and 3/29/25 with West Herr standing firm that the vehicle should be a total loss and the insurance carrier insisting the vehicle be repaired with different parts that were quoted by West Herr. The parts that insurance requested were ordered and arrived on 4/3/25 and were incorrect for the repair. More negotiations with insurance took place with insurance from 4/3-25 – 4/16/25 and again West Herr advocated for frame replacement, making the vehicle a total loss and another request for total loss was made on 4/16/25 to the insurance carrier. The insurance carrier again required West Herr to purchase alternate parts that were identified as alternative so the repair could be concluded. Under protest West Herr ordered the recycled frame. 5/5/25 recycled frame was shipped out from salvage yard and arrived on 5/9/25.  Frame and truck were staged for repairs to begin week of 5/19/25 when it was discovered the recycled frame was damaged and non-usable. Insurance company was again notified that the course of repair they want to take is incorrect and will not result in a proper repair. Early June West Herr was again asking insurance carrier to deem the vehicle a total loss. Currently West Herr is waiting on insurance carrier to make a decision on what to do about the repairs and value of customers vehicle. No repairs have been completed and customer has been communicated with multiple times and is fully aware of the current status of his vehicle. The customer also desires his vehicle to be deemed a total loss. We have advised customer that he should escalate to insurance claims management and reminded him that these decisions are not within the control of West Herr and solely rest with his insurance carrier. West Herr has no authority to officially deem the vehicle total loss, we have provided all the necessary information and our recommendation that we feel the vehicle is beyond repairs, however the customers insurance carrier is resisting.

    Customer Answer

    Date: 06/13/2025

    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,

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




West Herr Collision Center of Lockport is BBB Accredited.

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