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West Broad Volkswagen

Richmond, VA

3.7
146 Lifetime Reviews Review Dealership

9001 W Broad St.

Richmond, VA

23294

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146 Reviews of West Broad Volkswagen

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February 10, 2021

"I wanted to take some time to discuss the experience I..."

- dlovetro

I wanted to take some time to discuss the experience I had the West Broad Volkswagen on February 5th, 2021. Purchasing a new car is always a stressful experience. Add COVID-19 to the mix and it goes to the next level. I began with research and found a car I thought would meet my needs. I went back in forth a little, online, with a few people to try and get the best price. The next day, the 2020 Jetta SEL went on sale. A price so good that would have been silly to pass up. I scheduled an appointment and met with Nadja Goode. At the very first moment I felt at ease. There was never a time I felt she did not have my best interest at heart. She wanted to make sure I was comfortable with, not only the car, but the whole buying experience. I never once felt she was trying to put me in a situation where I would have for haggle for my life. Purchasing is a time-consuming process (as any large purchase should be). She filled the gaps with funny banter and interesting information about the car. I never felt uncomfortable or rushed however I am certain she missed her lunch break because of me. Next, I met with Ashmed in finance. He was so incredibly kind and willing to work with me to get the best coverage at a rate I was comfortable paying. He was extremely knowledgeable and explained everything thoroughly. This is the second car I have purchased from the dealership. I cannot imagine going anywhere else, and I will tell anyone who will listen. Thank you thank you thank you!!

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Recommend Dealer
Yes
Employees Worked With
nadja goode
March 18, 2020

"I have purchased several VW vehicles over the past decade..."

- Ken Oliver

I have purchased several VW vehicles over the past decade and truly appreciate his professionalism, and knowledge of the Car business. Gary G. was my salesperson this week in purchasing the 2019 Atlas. Gary is a personable, people person willing to assist in the car buying process. I am pleased with the services provided by West Broad VW and look forward to many years to come, with exceptional service.

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Recommend Dealer
Yes
Employees Worked With
Barksdale Frank
5.0
Shereen Bradby-Ghee
5.0
Other Employees : Gary G.
Apr 30, 2020 -

West Broad Volkswagen responded

Ken, thank you very much for your business, and thank you for yoru 5 star review of Gary and our dealership! We appreciate you and we wish you years of happy Atlas ownership!

September 02, 2019

"Failure to Honor Fiat Warranty"

- Aitken,T.

My 85 year old mother-in-law purchased a new Fiat 500 from this dealership in 2017. She has had the car serviced there (they charged her $90 for an oil change/filter with "special" Fiat oil. They now refuse to honor their 4 year, 50,000 warranty stating that they no longer service Fiats. They told her she needs to drive to Fredericksburg or Newport News to have her side mirror repaired. No one told her, nor did she sign anything, upon the vehicle purchase that she would have to travel out of town to have her car serviced. This is unfair and deceptive business practice!

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Recommend Dealer
No
Employees Worked With
n/a
March 09, 2018

" Clock Spring"

- Kevin

I took my 2012 VW Eos to them for a clock spring failure which is under a recall. They told me that it did not fall under the recall due to the fact that they put a dust cover over the clock spring in 2015. I told the that there is no way the mechanic who did the work could guarantee that no debris got into the clock spring during the 3 years prior to the dust cover being installed. I also told them that the Feds opened up another investigation in Oct 2017 for VW not doing enough to fix the problem with the poorly designed part in 2015. I told the manager at the dealership about this and he said there was nothing he could do. He said that when the dust cover was put on they never got close to the clock spring. I told him that they didn't have to get close to the clock spring because debris had already gotten into the clock spring during the 3 years prior to it being installed. which lead to the premature failure of the clock spring. I don't know if he understood what I was saying or was just blowing me off.

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Recommend Dealer
No
Employees Worked With
Frank, Store Manager
Mar 14, 2018 -

West Broad Volkswagen responded

This customer brought their vehicle in to our facility with a concern that the air bag light came on. We diagnosed the customer’s concern as a clock spring needing to be replaced. The customer had the 69L2 clock spring cover recall performed at another dealership in March of 2016. The 69L2 stated that if the clock spring was bad at the time of the recall, it was to be replaced. If there were no errors at the time of the recall just the cover was to be installed. At the time of the 69L2 was performed at another dealership, there were no problems found with the clock spring, so just the cover was replaced as per the recall. Then in October 2017, the customer came in to have the takata air bag performed, which we did and that has nothing to do with the clock spring either. The customer issues should not be taken up with us, but with Volkswagen of America.

January 15, 2018

"They Just Don't Care!"

- Kate S

In 2014 purchased a Touareg TDI, from a VW dealership in another state, which regrettably was caught up in Diesel Gate. VW Corporate did pay the Emissions Repair Payment which we were prepared to reinvest in another VW. Family needs changed and we needed a little larger vehicle. Test drove the Atlas which was loaded and comfortable, interested in making a deal. Regrettably, the GM Frank Barksdale felt compelled to make us feel like we should be glad he was giving us any trade-in funds on our low mileage, great condition Touareg. First told us we should be glad we got money from VW by receiving the repair payment. He would be glad to get money. I was glad to get the money, but I was awarded those funds because VW lied and cheated. That decision was made by the courts! I didn't go begging for the funds. Second, he attempted to make his problem mine by stating that "he's had to buy back 2300+ cars." That had nothing to do with our situation. Again, he didn't pay for them, VW had to pay for them in the $14.5+Billion lawsuits. Third, he low balled his trade-in offer by $10K below the fair market value and topped off the discussion with "I have no market for your vehicle." So much for VW standing by their product! And here we were sitting in a showroom under the logos of Maserati, Bugatti, Porsche, Audi, VW, and more. Not exactly cheap cars. We abruptly departed the showroom. Later that week visited two other non-VW dealerships, who gave us better trade-in options and one smack in the middle of the trade values provided by NADA, Edmunds, and KBB. Needless to say, we took the trade and ran. We could have been loyal customers. When living in another state, our family purchased multiple cars from the same dealership because of quality cars and great customer service. Even felt Mr. Barksdale was somewhat sarcastic about our loyalty. His attitude added "salt to the wound." So, left with the sense that we were not important and "They Just Don't Care!"

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Recommend Dealer
No
Employees Worked With
Frank Barksdale
October 14, 2017

"Theft at West Broad VW Service Center"

- David Glosser

I am writing about a pattern of theft when leaving your car for service. I’ve been robbed twice during two separate service events. I maintain a small bound service log on every car I own. I had the first one stolen 3-4 years ago from their service staff. But this week I had forgotten about that event and sure enough my second one was stolen. This time they took the oil change schedule sticker off as well, because it was not theirs!. I can’t fathom to what reason they visit your glove box and remove a step by step maintenance record of your vehicle? Pretty pathetic and not what I want from a service team. So long West Broad VW!!!

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Recommend Dealer
No
Employees Worked With
Not sure
October 28, 2016

"Great service and exquisite Customer Service !!!"

- rease234

Had a awesome experience at this dealership. I was approached by Christopher Gold in the sales department and he was very helpful in finding the vehicle that was for me. He was friendly, had a very good sense of humor and he answered all of my questions. in addition, my experience at VW on broad was a really good experience, and meeting Christopher Gold added to the great experience that I had at this dealership.

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Recommend Dealer
Yes
Employees Worked With
Christopher Gold
June 30, 2016

"Poor Service and Even Poorer Customer Service"

- fsmith11653

Dear Sir, We are writing to you to express how disappointed and troubled we are with the service we received from your service department on our 2004 Jetta. Several weeks ago, our 2004 Jetta, would not start. We phoned to your service department and had the Jetta towed in. We were advised that the Jetta needed a new Instrument Cluster. After agreeing to the service (and a $1,000 + later), we picked up the car. Upon driving the car home, we noticed that (1) odometer reading was over 400,000 miles (2) the clock was not re-set and (3) the radio was locked out. When we brought the car into the shop. it had approximately 115,000 miles on the odometer. This can be verified by the oil sticker on the windshield from March, 2016 and also from the Inspection done in September, 2015 We phoned the service department and were first told that the mileage came from the computer reading. We were also told that this department gets many cars in with 300,000 – 400,000 mileage ( like this was the case with the Jetta). Your service advisor told us she would check into this issue and get back to us. Within 24 hours of picking the car up, the generator light came on, it went off, then air bag lights came on and off and finally the car completely died in a major intersection. We immediately phoned and were told abruptly that we could have the car towed in at our expense and they would look at the work they had done, but we were, of course, responsible for any other work. There was never any mention from your service department that they were sorry we were in this predicament or concerns about our being so inconvenienced. After the car was towed back in, we insisted that your department get to the bottom of the odometer situation, While this has finally been taken care of ( after 10 days) by replacing the instrument cluster with another new one, we are totally frustrated with this entire situation. We are now being told that the car needs an alternator. We will have this work done by someone else and then will sell this vehicle, a vehicle that we have spent over $4000 on in the last 18 months. We did try and phone you and left a message regarding this situation but have not received any return phone call as of today. What is disturbing is that the odometer issue was always treated by your service staff as “ no big deal.” By changing the odometer setting to over 400,000 miles, you returned to me a car that was now worth a few hundred dollars as opposed to the few thousand dollars it should have been worth But perhaps most troubling is the fact that we were never phoned during this entire process to acknowledge that there was indeed something faulty with the first service we received. We were in the market for a new car, and VW was on our list, however, we certainly would not purchase one now, especially after these service issues. Volkswagon of America has received some very poor press as of late, and we would think that it would be in your company’s best interest to strive at offering the best service possible in an attempt to and try to rebuild your product’s image. As small business owners ourselves for over 35 years, we felt compelled to write directly to you and make you aware of this situation. We know that if we treated our customers in this manner, we would not be in business very long.

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Recommend Dealer
No
Employees Worked With
Greg Reynolds
May 13, 2016

"Very easy to deal with"

- mikeindc

I live in the Washington DC area and was recently in the market for a loaded VW Sportswagen. I contacted many of the dealers in the DC area and most of them were uncooperative. They generally didn't want to deal with me unless I came in, etc. Michael Hayes of West Broad VW was extremely easy to deal with. He was responsive and very willing to deal and discuss by phone and email. He recognized that I knew what I wanted and what a fair price was. Since I was not in the area, we did almost everything by phone and email and it made for a very easy visit. The car was ready for me to pickup and he spent quite a bit of time explaining how everything operated. Everyone on the sales team was very professional and a pleasure to deal with. I have been buying cars for 40 years and this was the easiest and most pleasurable experience I have had. I highly recommend them

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Recommend Dealer
Yes
Employees Worked With
Mike Hayes
May 09, 2016

"Great car and great dealership."

- Paul

I decided to buy a 2016 Audi A6 3.0T after doing exhaustive research. It was a smart decision. This car is fast, stylish, road hugging, and beautifully appointed. I bought at West Broad Audi and the entire customer experience was low key and first class. These guys are professionals - sales, service, finance. Diego Vizcaino helped me navigate the process and he was all I could ask for - knowledgable, engaging, and attentive to detail. You want to find him and put him to work on your behalf. All in, this was a positive experience and I would recommend the Audi brand and the West Broad Audi team.

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Recommend Dealer
Yes
Employees Worked With
Diego Vizcaino
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