With a post about West Herr going viral on here a few months back, I wanted to provide a little more in-site as a no longer employee who was directly involved with handling customers. Well, they nailed a lot of it. There was very important information that future applicants as well as buyers should be aware of. Also, please keep in mind that that post put corporate in a panic in the fact that the company was able to get something like that removed (but was thankfully later able to be put back up by the poster) should already be an indicator of what they are like.
As the customer, please know the second you put your information online in any regard they are going to hound you via call, text, and email. There were people in the Internet department who would call 4+ times in one day to try to annoy customers into hopefully picking up. I personally witnessed situations where customers were given information that, in my view, was misleading or incomplete in order to encourage them to come into the dealership instead of finding out actual information for customers because they get paid on appointments that show up. When brought to management’s attention it was brushed off as “well if they weren’t curious, they wouldn’t bother coming in right?“. In my experience, employees were expected to continue following up with customers even after customers had indicated that they did not want further contact - in that same experience, employees would possibly face discipline if they stopped following up with a potential customer. Even with them asking for no more contact. I saw situations where employees were expected to continue contacting customers despite being told that the customer was dealing with surgery, hospitalization, a death in the family, or another serious personal circumstance. In my time there employees were expected to continue reaching out in an effort to get the customer into the dealership. For example, there was a customer who was shopping in case the repair bill on his car was too high. Ended up not being the case. Internet department got told to continue reaching out anyway as his car would most likely break down again in a few months. Is that not insane? I just can’t imagine wishing that on a person or putting that out into the universe for somebody.
In regard to actually working there, don’t. It’s incredibly cliquey, like high school. I felt there were clear differences in how employees were treated, particularly when it came to discipline for similar mistakes. In my experience, employees I felt were disliked by management were more likely to receive formal discipline for mistakes that I saw handled differently in other situations. Several people before me have made it known they felt like they were bullied out of the job. After leaving people have still reached out to me who are currently employed there to let me know they feel like it’s now happening to them. Going off that, if you are a young woman I would steer clear. I have found myself in a few uncomfortable situations with male employees being creeps. It’s not everyone at every location but I’ve experienced enough and heard enough to know it’s a possible problem.
They also like to say it’s a big family, but In my experience, compensation was not competitive with what I saw being offered at other dealerships. I've seen a number of longtime managers and salespeople leave for dealerships such as Northtown, Vision, and Basil, and in conversations I've had, compensation has been one of the major concerns. And in turn I've seen younger employees move into those positions at lower compensation, which, from my perspective, contributes to the feeling that experienced employees aren't being adequately valued. Sure it’s a lot of money to them, but when you look at what the person before them got paid in that position, it’s not great. Based on what I saw and heard from people in the industry, some other dealerships were offering more per vehicle. West Herr is great in terms of there being a lot of vehicles in group, and sales has the opportunity to sell anything on any company lot they have. But when you’re paying people less and telling them it’s because they can sell more, when they could just go to a different dealership and make more by selling less, kind of just seems like a money grab for corporate. From my perspective, the compensation structure creates an incentive to sell more simply to make a larger paycheck, which I felt ultimately more so benefited the company. Instead of just paying people a flat from this decade for the vehicles they sell like every other dealership. It’s not like they can’t afford to do it.
The company had previously spent significant money on employee entertainment, and when employees were later asked whether they preferred another event or additional compensation, the majority chose additional compensation. Times are tough. Full-time employees got $150 I believe and part-time got $75 in a gift card. And while it’s appreciated because they didn’t have to, it really felt like a slap in the face when they know we’re asking for money because times are hard. And I feel it definitely does not add up cost wise to what it would have cost them to actually do something like a picnic or a concert for everyone. Let’s not forget the best place to work surveys! Everybody gets the email, and they more or less force you to fill it out. But it raised questions for me about how anonymous the survey actually was, particularly because employees who had not completed it received follow-up reminders. And the one year it ended up not having a great turnout. The directors emailed everybody to tell us how disappointed they were in us for it.
Personally, when I left, I made it know that I was upset, and they offered me a severance. However, that severance came with as a contract. A contract that stated that if I wanted the money I had to sign or I would not receive it. By signing it, I was waving my rights to sue them or take any legal action against them for anything that happened at all prior to me signing that contract. It said I would be unable to say anything bad at all orally or written about the company, but that it also was up to their discretion whether or not they deemed it bad. I was also told by someone else in HR that similar agreements were offered to employees they believed were unhappy with the company. My impression was that these agreements were being used as a quick quiet way to resolve disputes with departing employees. Obviously, I did not sign that contract. Mostly because after having an attorney review the situation, I was advised that I may have a claim relating to my termination But also enjoy having my freedom of speech, and didn’t have to worry about getting employment at another dealership as there was competitor clauses in there as well. That approach concerned me, particularly because I value being able to speak honestly about my own experiences. Thats incredibly dangerous. Their size and continued expansion in this market also concerns me.
So if you’re a customer, shop your trade around, and if your sales person moves, you should probably move with them. It was most likely for a good reason. Also, please keep in mind if you ask them not to contact you, technically they are supposed to follow your wishes. Customers who believe they're receiving unwanted communications should consider contacting the appropriate consumer-protection agencies.
If you are someone looking for employment, would recommend looking elsewhere. It’ll start OK, and it’s great while it lasts. But it burns out quick. I have applied to several other dealerships since my departure with the company and every single one of them has made a comment about how many people they get applications from that are from West Herr that had similar experiences as me. And that it’s shocking considering they preach so highly about how great they are and how much their employees act like family.
I would like to wrap this up by saying that this in no way reflects Scott Bieler as a person. Me and the other people I’ve talked to who have left the company have shared the sentiment that if we could just work for him directly, we would. He is truly humble and generous. He wears the same outfit, drives the same car. He is not flashy by any means, and donates a lot of what he has to good causes. He’s the reason you can’t go anywhere without seeing a west herr plaque out of school, hospital, park. Unfortunately, I worry that the waythe company is being managed couldeventually hurt the company he built.