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A BBB Accredited Business since
BBB has determined that West Broad Hyundai 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 Hyundai 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.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
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 ManagementMs. Beverly Lees, Service Manager
Related BusinessesWest Broad Volkswagen & Audi West Broad Honda Mechanicsville Toyota Mechanicsville Honda
Auto Dealers - New Cars Auto Parts & Supplies - New
Industry TipsBuying a Used Car
8903 W Broad Street
Henrico, VA 23294 (804) 755-7777 Directions
PO BOX 72075
Richmond, VA 23255
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Complaint Trends - Last 3 Years
Customer Review Trends
Read Complaint Details
Complaint: My mother wife and future mother in-law purchased ******* ******* in 2011 from a dealership in Maryland. They both relocated in 2012; my wife to Richmond and my mother in-law to Memphis. My mother in-law took her ******* ****** to a dealership in Memphis to have the 15k mile service performed and ended with a total cost of $136.58 ( a labor cost of $73.64 at $99.00/hour and a parts cost of $56.31). I asked my wife to take her Tuscon to have the same service perform at West Broad Hyundai and specifically asked that solely the required 15k mile maintenance stated in the owener's manual be completed.To my surprise, when I went to pick up my wife's car from West Broad Hyundai, I was handed a bill for $260.99 ($139.94 labor charge --with no hourly labor cost specified-- and parts totalling $115.29). How can the cost of the same exact service on the same exact car be DOUBLE simply at a different dealership? Well, apparently West Broad Hyundai takes it upon themselves to add a battery kit, fuel injector cleaner, and oil conditioner to the service when we declined additional services and asked specifically for the service stated in the owners manual. Not only that, they charge an exorbitant amount for labor.When picking up the vehicle I asked for an itemized invoice showing the EXACT hourly labor charge and was denied; and then again in my visit with the service ******* ******** ****. I've also contact Hyundai Corporate (case number *******) and the dealership manager ***** ******, but to no resolve (I have our email exchanges, my invoice, and my mother in-laws invoice, if needed).In my conversations with ***** ******, he feels that adding extra services which my wife nor I authorized is justified and won't address that based on the hourly labor rate i was FINALLY told, it takes them over 2 hours to perform the service, when it took the other dealership in Memphis 45 minutes (both labor and parts cost were DOUBLE my mother in-laws invoice. These practices are deceptive and unethical.
Desired Settlement: I would like a refund of $80.00, which would bring the total cost of the service to $180 (which is the highest I've been quoted by other dealerships in and outside of the area, and still $40 more than my mother in-laws invoice). The dealership has offered me a free oil change, which I declined as I will be taking my business elsewhere after this is resolved. The manager also offered me a $40 refund, which is only equivalent to the services we didn't authorize in the first place. Unacceptable!
**** ****** brought her vehicle in to do a 15k service and our service advisor went over what we do for that service line for line based on extreme driving conditions which we have in Virginia can be found in the owners manual. My service advisor went over the service with**** ****** and told her everything we would be doing to the vehicle gave her a price for the service and she signed off on the ticket to authorize us to do the work so she knew when she left what we were doing and how much the service was. We tell every customer up front what the charges will be and get authorization before we ever touch a customers car. Mr. Saunders did contact my service manager and she did in fact give *** ******** our labor rate. We do not add extra services we only do what the customer and the service advisor agree to do and only when the customer authorizes the work there were no hidden charges the same amount was paid at the time of vehicle pickup that was quoted at drop off. As for the cost of our services we have the highest HSI which stands for Hyundai Service Index in our market and that is based on a survey handled by ** ****** and one of the questions on the survey is the cost of the service provided and not only that since *** ******** is new to the area we have the highest customer satisfaction rate in our market and in an effort to please *** ******** I offered to refund him the amount of $40.00 as a good will gesture just in case **** ****** did not understand the service and simply did not ask questions about the service when my advisor went over it with her line by line. My offer to *** ******** has expired as of now. We here at West Broad Hyundai value every customer that walks in the door and are a full disclosure dealership.
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.]
Mr.*******1.My name is **** ******** *** ********. I expect to be addressed such. 2. Neithery wife or I are new to the area. We've lived on Richmond several occasions in our life and even grew up here. However, beside the point.
The simple fact is that your service manager DID NOT disclose the labor rate when I escalated originally (she gave me a range that doesn't even equate to what you've since quoted me). Also, there WERE services added which we did not ask for, so...your service reps just pick an all-inclusive service that is specific to your dealership which costs twice as much and pull the old bait and switch? Unacceptable. Not only that, now you're retracting the previous resolution you offered, which I did not decline, but chose to pursue this through a consumer advocacy forum such as he BBB, of which your dealership is a member. Punishing consumers for speaking out is absurd. Again, I would like a refund of $80(still making the total price of the service higher than any other dealer in the Metro Richmond area). The practices of your dealership are deceptive and unethical.
Business Response: After speaking to ***** ****** from the business he stated he did not retract the offer to refund the customer $***** but the customer would need to return to the business with the credit card used and the refund will be added back to the card. *** ****** stated that it was explained to the customer that certain extreme weather states require additional maintenance.
Attached is a copy of the repair order signed by** ****** with the price. Also a copy of the final repair order and a list of the items done on the service. The service advisor went over each item that was going to be done.******* ****
Offer rejected -- additional details below.
First and foremost, I suggest you and***** get together and chat. Here's an excerpt from ******* previous response to my complaint "...and in an effort to please *** ******** I offered to refund him the amount of $***** as a good will gesture just in case **** ****** did not understand the service and simply did not ask questions about the service when my advisor went over it with her line by line. My offer to *** ******** has expired as of now." So when I stated in my most recent rebuttal that *** ****** retracted his previous offer of $***** to me, that's because he did, in fact, retract the offer as quoted above (via "expiration"). This is absurd -- you all need to stop yanking my chain. Again, I would like a refund of $80.00 refunded to the payment card we used to pay for the service. It's great you all can continue to scam people who don't know as much about cars simply by hiding behind a line item as vague as "15000 mile standard service", when you actually did things that aren't stated in the owners manual for a 15000 mile service -- which, again, is the initial issue. My wife came in, pointed to the service in the owner's manual, and was charged for your "version" of a 15000 mile service. NOT WHAT WE ASKED FOR.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.
|2/1/2013||Problems with Product/Service | Complaint Details Unavailable|
|7/16/2012||Problems with Product/Service|
|11/8/2011||Problems with Product/Service|