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West Broad Volkswagen & Audi

Additional Locations

Phone: (804) 270-9000 Fax: (804) 270-4023 9001 W. Broad St., Richmond, VA 23229 View Additional Web Addresses

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that West Broad Volkswagen & Audi 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 16 factors. Get the details about the factors considered.

Factors that raised the rating for West Broad Volkswagen & Audi include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 8 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

8 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 5
Total Closed Complaints 8

Customer Reviews Summary Read customer reviews

1 Customer Review on West Broad Volkswagen & Audi
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 1

Additional Information

BBB file opened: January 28, 1982 Business started: 01/01/1973 Business incorporated: 10/19/2000 in VA
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. Mark Parham, General Manager Mr. Larry Page, Owner
Contact Information
Principal: Mr. Mark Parham, General Manager
Related Businesses
West Broad Honda Mechanicsville Toyota West Broad Hyundai Mechanicsville Honda
Business Category

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

Alternate Business Names
GWC Corporation
Industry Tips
Buying a Used Car

Additional Locations

  • 9001 W. Broad St.

    Richmond, VA 23229 (804) 270-9000

  • P. O. Box 72075

    Richmond, VA 23255


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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
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  • Guarantee or Warranty

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BBB Complaint Process

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Complaint Detail(s)

10/21/2014 Advertising/Sales Issues | Read Complaint Details

Additional Notes

Complaint: To whom this concerns, I ****** purchased a *** **** ** ***** from West Broad VW and Audi on 1-07-14. The vehicle came with a clean ****** report from the dealer and a Certified Inspection and Condition Report. Let’s fast forward to September 2014. While detailing my car I noticed a run in the clear coat of the paint on the front bumper and the left fender. Once I noticed these issues I start investigating the rest of the car and found that the front bumper, left fender, left headlight had been all been replaced. I also noticed loose body parts, body work and Bondo in the hood and in the left front door skin. I was sick to my stomach after noticing these issues and my next thought was is this car safe to drive. I notified VW Customer Care (reference # *********) of the issues on 9-24-14. They contacted me and asked that I schedule appointment with West Broad VW Service department. I scheduled the appointment for 10 -1-14. I dropped the car off on 10-1-14 @ 3:45PM. I spoke with **** the Service Manager and ***** the Sales Manger about the car and showed them the damage. At first I was not getting anywhere with either of them. Then **** spoke up and said he would put the car in the shop and investigate my issues and give me a loaner car to drive. He also stated that upon time to pick up the car he would place it on the lift and I could inspect it for myself. 10-2-14 I was contacted by the Service Department to pick up my car. I got to the dealer and the Technician and I went for a short test drive. The car was never placed on the lift for me to review my car as stated. So I proceed to leave with my car the same way as I took it to the dealer. I stopped by the sales department on my way out and requested a trade-in quote. ***** with VW Customer Care contacted me on 10-3-14 and reviewed my case. I told him I was not satisfied as a customer. On the *** document the first two check boxes are for Body and Paint work and they were checked off as Meets Standards. I paid prime dollar for a vehicle that was supposed to be a CPO clean car. I did not receive that instead I received a wrecked **** ***** that is worth nothing and is it totally safe! This is simply fraud and West Broad VW and Audi needs to acknowledge there mistake. I personally have purchased two VW’s from them and my family and friends have purchased eight more. If this goes unresolved I’ll make sure none of my family, friends or I purchase another car from this dealer. I will gladly provide you with pictures and meet in person if need be. Thank you for your time and I look forward to hearing from you to resolve this issue.

Desired Settlement: I would like West Broad VW and Audi to stand behind there product and make this issue right. I would like for them to replace the vehicle or make sure that the ***** is totally safe with no hidden damage ( this means removing body parts and inspecting ) and refunding me the difference in value. Thank you.

Business Response: The customer came in to our service department with a list of concerns on their 2009 *****:

1. Customer states that there is body damage that has been repaired and the car should not be certified. The vehicle has a clean ****** and meets all of the Volkswagen requirements to certify. A copy of the Volkswagen check list and a ****** was sent to ********** ** *******, and they agree that all is good.

2.Customer states that there is a mount of loose and the motor tends to move a lot. The technician checked all mounts and they all meet Volkswagen's requirements. No problems found.

3. Customer states that there is noise coming from the front end of the vehicle when turning hard to the left. The technician rode with the customer and checked the operation of the vehicle all is good, no problem was found and no abnormal noises were heard.

The service Manager met with the customer and went over all the concerns. The customer was advised that if there was anything that needed to be addressed, or did not meet Volkswagen's requirements we would be happy to take care of it. However, there were no problems found and the vehicle met ************ ** ******* Certification requirements at this time.

Since the time of purchase, aftermarket parts have been installed. We did offer to trade the customer out of their vehicle, but the customer declined the offer. Any applicable warranties/extensions will remain in effect on the vehicle.

We will not be offering any additional assistance to the customer at this time. If I may be of further assistance please advise.

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

Consumer Response: Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Dear *** ******

I have reviewed your reply to my concerns with the BBB and I thank you for being so prompt. As a valued VW customer I feel as if I’m getting the short end of the stick. I purchased a *** VW Audi from a well-known dealer in the Richmond area that has been wrecked. I understand that the vehicle has a clean ****** but someone must have fixed the car out of pocket and it did not get recorded.  Your technician and service manager should have caught the body work during their 112 point inspection no if ands or buts about it! I understand we all make mistakes and it just could have been the timing of when the car was traded in. The vehicle was traded in and inspected between Christmas and New Year’s. I’m just asking that West Broad VW Audi make this right and take measures to prevent this from happening in the future. The previous owner should have stated that the car had been in an accident and I know they had to sign a document stating that there was nothing wrong with the *****. I requested that someone from your dealership contact the previous owner or provide me with their contact information so that I may do so. I have not heard from anyone on this matter. I was also promised that when I picked my vehicle up from service they were going to place the car on the lift so that I could inspect it. This never happened! I was offered a trading value of $6500.00 on a vehicle that I purchased for $11,100 in Jan. 2014. This was a joke and an insult to me as a returning customer to West Broad VW Audi. The aftermarket parts that are installed on this ***** include the following a radio navigation unit, GLI oem front grill (Because I did not like the chrome one) and black trunk VW emblem. They asked if I had all the stock parts and I stated that I had them stored in my shed; and I would gladly install them back on the car. Thank you for your time and I look forward to resolving this issue.


7/16/2013 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: My recent service experience at West Broad Volkswagen's Service department was completely unacceptable. I bought my ********** ****** (that I bought for my daughters graduation) in to get serviced because it would cut off while I was driving it. I spent close to 1,000 dollars trying to get my car fixed at this establishment, and after driving the car for 2 days it cut off again. I managed to get my car back to the service department and they said a "NEW" problem emerged and this problem did not appear in the 1st diagnostic that was done. This service department knowingly did not address the problem to my car and fixed something else so that I would come back to them and get the REAL problem fixed. I asked to speak to the service manager and he stated that he would not speak to me. So I spoke to a customer service person by the name of ******* and she could not resolve anything. This is unacceptable and I will continue to let my friends, family, co-workers, Better Business Bureau community leaders and Volkswagen of America know of my unsatisfaction.

Desired Settlement: I would prefer to have my car completely fixed, Or I would like a refund.

Business Response:

When a customer calls in with a concern or ask for the service manager, there are procedures that are followed. If at all possible, assistance is given by the customer service director. Most often, most issues are resolved at that time. The customer service director is the first point of contact. If at any time a customer prefers to speak only to the service manager arrangements are made to do so even if he is not available at the time and has to return the call. Neither I, nor the advisor present during the conversation with the customer, heard such a request. The customer’s information had been previous reviewed with the service manager and once he was advised of his decision, he said that he was talking to the owner, BBB etc. The customer responded to the dealership via an email survey. The service manager reviewed the customers concern again with both the advisor and the technician. At that time, we both agreed that there was some miscommunication regarding the information with his vehicle.


The service manager brought the vehicle back in and the service department installed a speed sensor on the vehicle at no charge to the customer. The customer’s vehicle will run, but customer was clearly advised that it will not correct any of the concerns that have not been addressed, and the check engine light will remain on. Customer stated that he appreciated what we had done and that he would be back to address his other concerns. If you have any questions or need additional information, please advise.

3/27/2013 Guarantee/Warranty Issues | Read Complaint Details

Additional Notes

Complaint: see Attached document

Desired Settlement: see Attached document

Business Response:

We received your correspondence regarding the above mention case and would like to submit the following response;


The vehicle was brought into our dealership on February 20,  (repair order ******) for a 5k service, water leak in the r/f floorboard and , “customer states the mmi rotary knob is not working”.  The customer mentioned extensively in his letter about the actual process in making the appointment.  Regardless to if the vehicle was diagnosed in November ,or February, the end result would be the same.  Regardless to if a service advisor offers an opinion for  something seen  visually or knowledge obtained by years in the business, no determination of needed repairs will be made until a vehicle has been seen by an Audi technician. 

Recommendations for necessary repairs are made after the diagnosis has been completed.  It was determined by the technician that the mmi buttons were sticking, which seemed to be the result of substance that had somehow dripped onto the unit.  A known good unit was installed and everything worked fine.
The good button assembly and knob were working as well.  The findings and an estimate were presented to the customer and the customer declined the repair.  We cannot submit a claim for something to be covered under warranty if it is not the result of a manufacture’s defect. 

No further assistance will be offered at this time.  Please advise if you have any additional questions. 

12/27/2012 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: Had my car serviced(oil change)at west broad audi and when I got it back it wasn't running the same as it was when I took it there. I contacted them to inform them of the situation and they in turn reassured me that they would take care of the matter but they didn't and tried to charge me some astronomical figure on getting it repaired. Now while i'm trying to get the matter resolved they're trying to charge me more for having my car stored on their property for what I just don't understand.

Desired Settlement: Just resolved

Business Response:

The customer brought his vehicle in for a routine oil change.  The oil change was performed and the vehicle was returned to the customer.  The following day, the customer called the dealership because the vehicle would not run or start at all.  We advised the customer that we would be happy to take a look at his vehicle. We stand behind that work that we perform and if any way we were responsible, we would have no problem stepping up and taking care of. 


Once the vehicle arrived, we checked the vehicle.  It was determined that it needed a battery, which is totally unrelated to anything that we had done.   The customer installed his own battery, but the system on his vehicle needed to be reset and he did not want to pay to have us to do it.  The customer’s vehicle  sat on our lot for over a week with a flat tire.   We advised the customer to come pick the vehicle up or, routine procedures would be followed, which would include a daily storage fee until the vehicle was gone.


We take pride in our dealership and the work that we perform.  If at any time we are responsible for any mishap, taking care of the issue is standard procedure.  We are clearly in no way responsible for the service that is needed on this vehicle.  We will not be providing assistance of any kind at this time.  If you have questions, please advise


Thank You

11/20/2012 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: My car was taken there to be checked for a/c and "Computer module" for driver side trunk lid brake light. My car was returned with the brake light having a hole punched in it but with no documentation or any other notification of said damage. In efforts to rectify to situation with a service tech admitting to damaging the light, the service manager yells at my wife in person during a conversation with her and myself(via phone).

Desired Settlement: I will only be satisfied with an apology to my wife along with the full replacement and installation of damaged light free of charge. Nothing more or less.

Business Response:

The car was also brought in for Virginia state inspection. During the inspection the technician note that the brake light was not working. While trying to diagnose further, we did cause more damage. It was mute point because it needed to be replaced anyway. We attempted to give some consideration to the customer for this but, they would not accept anything but a full replacement. The conversation got heated and we withdrew our offer.

I apologize for the situation.


**** ******

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


Consumer Response:

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]


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

 There was no offer made. My vehicle was taken there specifically for the control module of the taillight to be checked. So at the time the vehicle was to be checked that was disregarded for a supplemental inspection to be done. There was no verification of module being ruled out. We were not notified of physical damage done by any staff at the time of receipt of vehicle.

Business Response:

Unfortunatly the client is mistaken.

The Repair order Dated 8/2/2012 states: AC is blowing warm air and Va state inspection. There is no mention of the module.

We have tried to offer a reasonable solution.

It is unfortunate we cannot come to some resolution


**** ******

Business Response: After speaking with *** ******, he stated the vehicle was brought in to the shop. Company diagnosed light as defective and in the process cracked the outer part. The light was one entire unit that needed to be replaced. Customers became upset and brought the car to another shop. Customer later brought vehicle back to company. Company offered a discount on labor and parts, however the customer's husband became upset again. 

Consumer Response:

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]


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

 First off their version of what took place was completely inaccurate. Their offer of taking a percentage off was and still is unacceptable. The light was still occasionally functional after their unprofessional handling of my vehicle. Being forced to have to replace a light due to the Now cosmetic damage they caused, they should repair or replace the damaged area to original or better condition. That is fair to me. Be it by them or their insurance for their customers and or their property. 

11/14/2012 Billing/Collection Issues | Read Complaint Details

Additional Notes

Complaint: With a trade and the balance in cash I paid "in full" my new a3 Audi. When signing the final paperwork the finance manager said as long as pay off was +\- $500 they were good. Almost 3 months after the car was purchased they started sending an invoice for $495 . I contacted Audi and explained the problem and asked to speak to the manager but was never called back. I had purchased several cars in the 23 years I have been driving and never had a dealer act so unprofessionally. Buyer beware.

Desired Settlement: I want an appoligy and an explanation and a refund of the $498

Business Response:

I'm not sure why I owe him any money. It appears that we are asking him for $495.


Please advise.


**** ******

Consumer Response:

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]


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

 West Broad Audi needs to communicate with their AR department.  After purchasing our car with no financing and weeks after we received our title free and clear they still want money because they did not get the correct pay off for our trade.  Even after their finance manager told us we would not be held acccountable for anything under $500. Their response to our complaint was short and did not even address the problem - showing once again the response we have received after trying to take care of this matter before involving the BBB.

Business Response: After speaking with *** ******, he stated that if they cannot get in touch with the lending institution, they use the pay off the customer provides. Customer signed documents stating that if the actual pay off amount is greater than what the customer paid, they owe the company the difference. If the actual amount is less than what the customer paid, company owes the customer the difference. He did state that typically they do call consumers to let them know if the difference, which did not occur in this case.

9/18/2012 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: The ******* at the West Broad Audi and Volkswagen dealership has refused to call me back after I informed the dealership that my car could not pass inspection. I bought a car from this dealership and waited almost three weeks to receive a refund (there was a typo in the cashier's check and it was made out for $99 more than it should have been) and the title. I had to call to ask where these were, the dealership realized they had forgotten to send them to me, and they had to overnight them to me. Because they had not sent me the title, I was unable to get my car registered. I had the inspection done the day I went to the *** to get registered, and was told the CV joint was leaking and it could not pass inspection. I called the dealership because I had been told that it had been inspected before I bought the car. I have called for almost a week now and have been transfered from one voicemail to another as each manager refuses to talk to me about the car that was sold to me in unacceptable condition. One salesperson told me that ******** does not check the CV joint so they are not liable, which I have found is not true. ********, as far as I know, does check the CV joint during inspections. My complaint is about the massive runaround I have been given. At one point the salesman I bought the car from told me that he could see the manager in his office, yet when he transfered me the manager still did not pick up the phone, and has not called me back despite the messages I have left, simply asking to for my questions to be answered. The dealership seems disreputable over all for selling me a car that was supposedly inspected that cannot pass inspection, and subsequently cutting off all contact when I try to ask them about what happened.

Desired Settlement: I was given an estimate at a garage that the cost to replace the CV joint would be $477. I would like the dealership to refund me this money off of the car I just bought, since it would have been a repair they would have had to make if they had really had the car inspected.

Business Response:

The car passed Va State inspection. No issues were noted with CV boot.


If client would like to bring the car here, we will be happy to investigate her complaint.


If she is not happy with her purchase, she may return the car and I wil refund her money.


**** ******

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

Consumer Response:

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I live five hours from the dealership. I cannot drive ten hours round trip for the dealership to confirm something I have documentation to confirm from two separate businesses: a ***** auto garage and a ****** dealership. I have printouts from both places confirming a problem with the CV joint. Additionally, after the dealership had confirmed that there is a problem, it would then require a second ten hour round trip to get the axle boot replaced after the dealership has ordered the part. I have shopped around and found a nearby location that will replace the axle boot for $203. I can provide an invoice of the cost when I get the part fixed. I can also forward the documentation of the problem if necessary from the ***** and ****** dealer.

I do not wish to return the car. This is why I am not accepting the dealership's original offer. What I am looking for is to be dealt with respectfully by the dealership, for my calls to be returned, and for the cars sold at the dealership to be in working condition when sold.


***** ******


9/12/2012 Problems with Product/Service | Read Complaint Details

Additional Notes

Complaint: I took my new vehicle in for an alignment, and the job wasn't done quite right. The report that their machine printed out said that the alignment was within "acceptable limits", but I still had to hold the steering wheel to the right in order for the car to go straight. When I brought the vehicle back to the service center, the technician refused to fix it, citing the report printed by his machine. I escalated the complaint to the general manager, who still refused to put the car back on the machine and fix the alignment. When I threatened to file a dispute with my credit card company, he stated that he would only give my keys back if I paid in cash. He did ultimately release the keys without doing this, but told me to never come back and that he would "find me" if I filed a dispute with my credit card company.

Desired Settlement: The service was not carried out properly; I would like a refund and would be happy to send a copy of the alignment report from the next mechanic I see to fix it.

Business Response:

The aliginment was found to be out and we repaired the car to within Vw specifications(.05 of an inch).

Myself and the service manager both drove the car and it performed properly. I offered to keep the car and drive it for a longer period of time to see if I could duplicate the complaint. The customer declined.

The customer said he would dispute the charge and did ask him to pay cash. If he does dispute the charge I will exercise my rights as a business owner to collect my money.

Based on the situation, I requested that he no longer do business with us.

I apologize for the situation. I will not refund his money.


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


Consumer Response:

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ** ******** and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]


****** *****


 The service was not carried out properly and the dealer refused to fix it. I will be following up by filing a complaint with ** *** and initiating a dispute with my credit card company upon receiving a proper alignment from another, more qualified dealership.


thank you