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West Broad Volkswagen

Richmond, VA

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151 Reviews

9001 W Broad St.

Richmond, VA

23294

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151 Reviews of West Broad Volkswagen

May 06, 2024

We contacted Bryan over phone, he was very helpful and provided all information. Later, we went to the dealership and luckily got Bryan. We brought Audi A3. He was helpful throughout the whole process. Th More

by FS
Sales Price Transparency
Purchase Time
Finance Experience
Recommend Dealer
Yes
Employees Worked With
Bryan, Barksdale Frank
June 27, 2022

Must be the most useless unfriendly VW dealership. Service and spares dept very unknowledgeable. Could not assist me or offer help to change a cigarette lighter fuse. Neither was anyone willing to More

by Dissatisfied Customer
Customer Service
Friendliness
Recommend Dealer
No
Employees Worked With
Service Dept.
October 13, 2021

Worst body shop ever! DO NOT GO HERE. Not only did they purposely delay repairs to my car(And I have all the proof of this) Glenn Blackburn lied on m😔e to the insurance company. Stuart Hendrick the More

by TJAE92
Customer Service
Friendliness
Price
Quality Of Work
Recommend Dealer
No
Employees Worked With
Stuart Hendrick, Johnathan Mays, Glenn Blackburn, Danny Fisher, Christopher Parham, Andrew Gatchell
Oct 19, 2021 -

West Broad Volkswagen responded

This repair was completed two years ago. Mr Charity is no longer a customer of West Broad Collision Center or West Broad VW. Costs incurred were for rental car coverage, which West Broad Collision is not responsible for, a fact that Mr Charity was notified about prior to the repair, and for a battery that was noted to be weak when the car was checked in for repair. The Collision Center submitted signed documents to the BBB and the Attorney General, proving those facts. The Page Group is seeking a legal remedy to stop Mr Charity from continually harrassing us on social sites and for defaming the character of the men and women that work for the group. Delays occur at the Collision Center for two primary reasons: waiting for parts, or for approval by the insurance company to perform the work. The West Broad Collision Center never purposely delays a repair on a vehicle.

Oct 19, 2021 -

TJAE92 responded

The delays in repair were due to your employee misinforming two insurance companies(And I have proof of this). You did not provide any documents proving what happened. In fact you told me in an email delays were due to waiting on supplements. You told the BBB that the insurance company denied my claim for the accident(which I sent you proof from both insurance companies my claim was never denied.. And you told the Attorney General I had liability issues(i sent you proof that this was not true). As you can see we have three different answers. And I proved all three wrong. I also have documentation from the at fault drivers insurance company where you told them delays were my fault. Thats a fourth answer and this one is also not true. As for the battery it sure is funny that a VW dealer performed service on the car 2 months prior to the accident and the battery was fine. And I sent all this information to you yet you decided to ignore it and here you are trying to discredit my review. Especially when I set up a conference call with both insurance companies and the body shop you guys declined. I also submitted this to VW corporate and you refused to speak to them. Oh and I forgot to mention that my car has been back 9 times (twice in one day). So please stop saying that I am harassing you and please stop threatening legal action. I have the right to inform everyone of the horrible service I received at your dealer. And I will make sure as many people in the state of VA know about this.

Oct 19, 2021 -

TJAE92 responded

Oh and I forgot to mention I am not the first nor the last customer to complain about delays, insurance company miscommunications, Glenn Blackburn, Stuart Hendrick, being spoken to rudely and so on. There are multiple customers that have left similar reviews on many platforms. It really is a shame you guys do this and refuse to even apologize. Yet your internet manager posted my signature on social media and you all have lied on me on multiple occasions. Pleas stop this I hope Larry Page finds out what is going on at his dealers.

September 24, 2021

Double check everything the service department does and your car after service. I haven’t had my Tiguan one year and I’ve already had to buy a brand new tire after the service department “patched” a rear t More

by crosh
Price
Quality Of Work
Recommend Dealer
No
Employees Worked With
Can't recall.
Sep 28, 2021 -

West Broad Volkswagen responded

Thank you for your feedback. We regret to hear that you have lost respect and trust in our dealership. It is my understanding that we were not able to patch the tire due to the location of the puncture, so we had to plug it instead. We apologize we didn't communicate that to you. We should have. As coincidental as it seems, we didn't have anything to do with putting nails in your tires, and we certainly don't try to scam customers into spending money which they don't need to. It is also my understanding that we have refunded you the $35 for that tire repair since we didn't patch it as we had intended. I am sorry that you had to replace the tire. I once had to replace a month old tire for a nail at the edge of the tread, so I know exactly how maddening that can be. Thank you for servicing your vehicle with us, and we hope that you will give us a chance to restore your faith in us!

March 31, 2021

Customer Service rep did not provide a receipt for the service provided. When I called back multiple times I was sent to a full voice mailbox where I could not leave a message. About as unprofessional as More

by mprophett29
Customer Service
Friendliness
Price
Quality Of Work
Recommend Dealer
No
Employees Worked With
Mak Samad
Mar 31, 2021 -

West Broad Volkswagen responded

mprophett29, thank you for providing your feedback regarding your recent experience with us. I will get with the service manager to address this. How may I contact you to get the receipt to you? You can call or text me at (804) 352-1910. [Andrew Getchell]

February 10, 2021

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 goe More

by dlovetro
Customer Service
Friendliness
Price
Quality Of Work
Recommend Dealer
Yes
Employees Worked With
nadja goode
Feb 28, 2021 -

West Broad Volkswagen responded

Ms Lovetro, thank you for your kind words and for choosing us a second time as the place to buy your vehicle. Nadja typifies what we hope for in a product expert: friendly, knowledgeable, helpful, and professional. We are thrilled to hear of the experience you had with her and our team. Congratulations on your purchase, and we all look forward to serving you for years to come!

March 18, 2020

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 More

by Ken Oliver
Recommend Dealer
Yes
Employees Worked With
Gary G., Shereen Bradby-Ghee, Barksdale Frank
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 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 oi More

by Aitken,T.
Recommend Dealer
No
Employees Worked With
n/a
March 09, 2018

Clock Spring 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 t More

by Kevin
Customer Service
Friendliness
Price
Quality Of Work
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! 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 Emi More

by Kate S
Customer Service
Friendliness
Recommend Dealer
No
Employees Worked With
Frank Barksdale
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