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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Colonial Imports, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Colonial Imports, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 5 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

5 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 5

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Colonial Imports, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

BBB file opened: September 11, 1989 Business started: 01/01/1972
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Motor Vehicle Dealer Board
2201 W. Broad Street, Suite 104, Richmond VA 23220
Phone Number: 804-367-1100
Fax Number: 804-367-1053

Type of Entity


Business Management
Mr. Ken Graham, Vice President of Operations/Current GM of Colonial Honda
Contact Information
Customer Contact: Mr. Tim Cosgrove, General Manager
Principal: Mr. Ken Graham, Vice President of Operations/Current GM of Colonial Honda
Related Businesses
Heritage Chevrolet, Inc. Volvo Of Charlottesville Gateway Hyundai, Inc. Carter Myers Automotives Colonial Auto Center
Business Category

Auto Dealers - New Cars Auto Accessories New Car Dealers (NAICS: 441110)

Products & Services

Colonial Imports, Inc. offers the following product(s): New Honda Franchise-Automotive Sales and Service of New Honda Cars and Trucks; all make and model Pre-owned cars and trucks; service, parts, tires and related automotive accessories

Alternate Business Names
Colonial Honda
Industry Tips
Buying a Used Car

Additional Locations

  • 2100 Walthall Center Drive

    Chester, VA 23836 (804) 414-1900 (804) 876-5464

  • P.O. Box 2969

    Chester, VA 23831


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Professional AffiliationsX

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.


BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.


Industry Tips


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BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.


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BBB reports on known significant government actions involving business' marketplace conduct.


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As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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Additional Phone Numbers

  • (804) 876-5464(Phone)

Additional Email Addresses

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Complaint Detail(s)

6/2/2014 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I took my ***** ********* because I had problem with my power steering device, they said that it was a seal in the power steering box that need to be replaced and it would be an hundred and eighty dollars to fix ($180) which I agreed. When I went to pick it up and drove it for a couple of days the problem was still there, I spoke with the manager and told him what the problem was and he said that he would look into it, got a call from them saying they could not duplicate the problem, I went and got the truck and drove it for about an half an hour and brought it back to dealer to show the manager the problem which he saw and agreed with me. The manager took it back to the mechanic and they said it needed another part and it would take a couple of days to get it and they would call me, never received a call, three days later I called them no one would pick up. I sent a complaint through their website and suddenly I got a called from their manager that the part was in and that they could fix it the next day. Took it in the next day and went to pick it up before I could get out of the lot it was making noise, never fixing the problem.

Desired Settlement: just give me my money back I can find someone else to fix it

Business Response:

*** *****,

Thank you for speaking with **** *****, our Service Manager this morning.  I am glad you agree with the proposal to bring your truck back to us on Monday morning so we can diagnose the issue with your power steering.    If I can be of further assistance, other than a loaner vehicle which we are happy to provide, or a shuttle to get you to work, please let me know.  ***

*** ********
General Manager
******** *****

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ***************************.


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

6/2/2014 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: I purchased a car on 03/15/2014 financed ** **** **** through ******** ***** with APR **** %. But **** sent me a well come letter and the APR NOT ****% but was **** %. I told the finance people "this is not right to customers and I will paying it off and get back the *** ******* fee $650.00 which was charged during financing the car". Like I said I paid it off on 04/09/2014 and got my title. I went back to ******** ***** ask my money and gave them copy of my title and they told me "it takes up to 2-4 weeks to process and get my money back", now 5 weeks passed and nobody returned my phone calls, I went in person twice talk to the front desk people and told me "the person in charge was not available". 1. They lied about the APR (not **** % it was **** % they did not even apologized they made a mistake); they tried to get a portion of my check from monthly payments through ****(That was the bank people told me and doing it all time to some customers) 2. I want my money back for *** *** I paid. (they may prorates until paid in full) Still they have the copy of my title. 3. I really don't want happen this kind of behaviors to other customers in the future.

Business Response: ** *****,

I am sorry to hear you were displeased with the way your loan application was processed and the subsequent issues you've had with my staff to get your *** refund. I am not quite sure why the bank would quote you a different rate than where you contracted.  The only thing I can think is that if they set you up on a bi-weekly payment schedule, sometimes banks will lower the rate, but it is not something that we can arrange here on the dealership level.  As far as the *** refund, I am happy to personally assist you in a quick manner.  I do not have a signed *** cancellation form for you here.  In order to cancel the *** policy and issue you your refund, I need your permission.  I will send a copy of this form to you via email or fax, whichever is most convenient. You can then sign it, and email it back to me at ********************** or fax it back to me at ************.   Once I have the form, I can have a check cut for you immediately.  Please call me at ************ or email me to let me know how you'd like to receive the form and I will take care of it for you today.   ***

*** ********
General Manager
******** *****

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: ***************************.


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

3/27/2013 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: The dealer misrepresented the nature of the damage to the 2011 Honda Accord at the time of purchase.We were told that the front fender had been replaced due to a minor accident. Three days after purchase we were told that the previous owner had disclosed that a tree had fallen on the carport where the vehicle had been parked. Subsequently, the carport fell on the vehicle and damaged not just the front passenger fender, but also the passenger door. Further, upon closer inspection the entire right side of the car has been repainted, and the rear quarter panel has also been replaced, and replaced poorly.Based on this information, my wife and I would NOT have purchased this vehicle.If you want an honest deal, DON'T go to Colonial Honda of Richmond ***************************

Desired Settlement: I request $2700 be refunded by Colonial Honda to bring the price of the vehicle down to the range of a comparable vehicle with similar damage.

Business Response:

We are in the process of researching this issue.  We will respond asap to you as well as the customer.  WE take our customer satifaction very seriouslt=y and will do all it may take to see that our customer is satisfied.

Thank you for making us aware of this issue.


*** ********

Colonial Honda

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

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

Business Response:


Dear, ******* *******

Upon review of the letter from you office dated 3-13-2013,  I am prepared to respond.

This is a case where our Dealership and our salesperson exemplified integrity at the highest level and yet we now have a customer requesting a $2700.00 refund.  The vehicle was on our lot for sale properly represented as a pre-owned 2011 Accord.  We do sell pre-owned Certified Honda’s as well.  Honda has a process that we must follow in order in order to qualify the unit to be sold with that label.  In this case, this vehicle was not certified as a result of previous paint and repair.  The vehicle had not had frame or structural damage, had a clean ****** report, but yet did not make the grade to be certified because of the previous repair.  In the sales process, the customer actually inquired as to why this vehicle was not a Honda Certified vehicle like many of the other ones on the lot and at that time we explained to the customer that it wouldn’t qualify due to previous paint and repair work to include a replacement fender.  The customer then looked even closer at the vehicle and determined that the repairs were done well and proceeded to purchase the vehicle.  A couple of days later the customer called his salesperson, ***** ******, and requested additional information about the vehicle.  The customer asked ***** to contact the previous owner of the vehicle to find out the nature of the incident that created the need for repairs.  We again accommodated the customer, called the previous owner got the information and passed it along to the customer.  Previous owner of the car stated that a tree had fallen on the carport causing the damage. 

I can’t find anything anywhere that would indicate that we did anything outside of representing the vehicle properly.  We showed the customer a ****** report, we disclosed to the customer the reason why the vehicle didn’t qualify to be sold as a “Honda Certified” pre-owned vehicle, and we also called the previous owner at the customer’s request and conveyed more detailed information as to the nature of the need for previous paint and repair.

I just can’t relate to the customer’s claim that we somehow did something wrong in our selling practices, nor can I see any validity to their request for a refund of $2700.00.  I am very sorry that this customer is unhappy with their purchase now and certainly do not want them upset or hostile towards our company, but I haven’t heard or seen anything that would suggest that we did anything wrong in this transaction.

Please advise,

*** ******

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

Carter Myers Automotive

Serving Central Virginia Since 1924

1/30/2013 Advertising/Sales Issues
6/4/2012 Advertising/Sales Issues