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Business Profile

Car Dealers

West Broad Volkswagen & Kia

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/24/2025

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My engine failed the week of Christmas. *** did not even evaluate my car until 1/10/2025 and they have had the car since. After complaining about being without a vehicle several times I was finally offered a loaner car which I picked up 1/14/2025. The Courtesy Vehicle Agreement I signed states I have to return the loaner within 24 hours of when my car is completed. However, I was verbally told this is incorrect and I only have 10 days and must return the loaner 1/24/2025. Otherwise, I will be driving illegally without registration. My car was NOT involved in a accident. I don't understand how the dealership is allowed to take a month to fix their faulty engine but only loan a vehicle for 10 days. I've only had this car for 5 years. I've already had insurance increased because of the viral *** thefts and now I would have to pay for a rental for an additional 3 weeks. All because *** is selling bad parts? How is any of this the consumer fault? I spoke with **** and ***** from *** consumer affairs as well as West Broad *** Service Manager ***** ********. No one, has offered a resolution. As you can see in the attached documents, the contract says one thing but the *** paperwork expires today 1/24/2025. Since I have the signed Courtesy Vehicle Agreement I feel like an attorney may be able to take this to court. That may have to be my next step.

    Business Response

    Date: 01/27/2025

    West Broad *** advised ****** we would work her vehicle in as soon as we could due to already having a booked schedule, once authorized by *** to replace engine, she is allowed 10 days loaner/rental, this is the policy set by *****************. West Broad *** does not set the policy and is only authorized to do what ********** America approves. ****** was advised of this before she took the loaner. We have advised her to contact *** consumer affairs and see if they could assist more with the loaner. 

    Customer Answer

    Date: 01/28/2025

    Better Business Bureau:

    I have reviewed the offer and/or response 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.

    The response provided by the business still does not address WHY the contract states one thing and then the customers are verbally told something completely different. Also, I have provided the case number from the complaint I made with the consumer department of **** I was hoping BBB would help me get in contact with a higher authority than service Manager ***** because he doesnt seem to have much interest in addressing the situation and he is unpleasant to speak with.

    Regards,

    ****** *****




    Business Response

    Date: 01/30/2025

    West Broad *** has simply explained the process that ***************** has set forth. Mrs ***** does not like our explanation, so it is recommended that Mrs. ***** contact ********** America. West Broad *** does not control the process, we can only follow what was authorized be *****************.

    Customer Answer

    Date: 01/30/2025

    Better Business Bureau:

    I have reviewed the offer and/or response 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.

    Is ********** America the same as the consumer department? If not, how do I contact them?


    Regards,

    ****** *****




  • Initial Complaint

    Date:04/19/2024

    Type:Customer Service Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Please see uploaded letter mailed to ****************** 9001 W Broad st., ********, ** *****. I have also mail a hard copy to ********************************************************************

    Business Response

    Date: 04/22/2024

    Good Morning, 

    ********************* 2018 *** ****** was towed in and State Farm did do a preliminary estimate, once West Broad *** did the estimate. We noticed SRS wiring damaged and could not be repaired, would need a wiring harness. We submitted the supplement to State Farm multiple times through email with multiple responses from State farm. The harness was the major difference in pricing between State Farm and West Broad ***. Customer chose to take to a State Farm approved repair facility and was charged the check out fee she was advised before vehicle was even looked at and diagnosed. 

    Customer Answer

    Date: 04/22/2024

    Better Business Bureau:

    I have reviewed the offer and/or response 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.]

    Regards,

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




    Customer Answer

    Date: 04/22/2024

    Better Business Bureau:

    I have reviewed the offer and/or response 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.

    To BBB - I feel ***s response is laughable. I spoke with a different State Farm claims agent every day for 2 weeks. Each assured me nothing had been received from **** As I stated in the original complaint, any difference in the State Farm estimate and the *** estimate had to be filed with correct documentation through the correct State Farm portal. This was explained to *********** at the time of State Farm original estimate. After my car sat in the lot for > 2 weeks and I pushed and pushed for the required supplemental explanation of charges it was explained to me that we dont do that If *** knew they did not complete and file the required documentation I should have been informed before they started the estimate. If they received emails from State Farm they were emails explaining proper documentation was required with instructions on completing forms. *** was well aware that I was visiting Richmond and needed my car to return home to ***, I am less upset about the $171 than I am about the considerable hardship this has caused while my car sat idle for 16 days!!! IE: missed work in ***, additional rent in VA. Had I known about their refusal to complete the required forms I would have moved it the first day. Thanks for your time - **********************;

    Regards,

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




  • Initial Complaint

    Date:05/03/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    1/11/2023 - 3/24/2023 Brought vehicle to dealer to investigate cylinder misfire 1/11/2023.Retrieved vehicle 3/24/2023.4/29/2023 Took vehicle for service at different service shop. The shop retrieved 8 quarts of oil from my engine, which is designed to hold 5.5/1/2023 Brought to ***** attention as the engine is under a 3 month warranty with *** and a 12 month waranty through my service contract. *** refused to recognize the error, or remedy the situation. I was told not to contact. *** refused to honor its warranty.5/3/2023 Driving on interstate with minor children and the engine studdered and misfired. Took to Advance Auto, code read cylinder 1 rapid misfire.Now the engine is defective.I would like the shop to acknowledge the error, honor the warranties, compensate me for past rentals, refund of my deductiblr and cost of new engine, provide a loaner during service of my vehicle, and to be present when any work is done on my vehicle and to have this work done timely and at my convenience.

    Business Response

    Date: 05/04/2023

    Talked with customer, showed customer video of tech putting proper amount of oil in vehicle, explained invoice of 7 quarts was a key punch error. The customers claim of improper oil is factually untrue, we have video evidence of entire repair. The customer proceeded to request demands and advised he would see ** in court, all communication stopped. Customer still has warranty through *** on engine and can take to another *** ******* The customers demands will not be met.

    Customer Answer

    Date: 05/04/2023

    Better Business Bureau:

    I have reviewed the offer and/or response 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.

    The dealer has a three month warranty on labor. In addition the dealer took on the additional warranty through my extended service company of a twelve month twelve thousand mile warranty. This is an unprofessional and emotional reply to a business.

    Regards,

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




  • Initial Complaint

    Date:03/27/2023

    Type:Service or Repair Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Went to *********** 3/24/23 9:15 am for oil change, tire rotation, repair of slow leaky tire, and diagnostic of a steering issue I thought it was the mdps steering coupling. I asked for diagnostic and provide an estimate to fix.ServiceAdvisor said yes that's been a problem, ******* aren't covered under a special extended warranty for that part,people are upset, about a $10 part and $315 for labor but he would let me know and it would be $139.99 for diagnostic. Advisor later came out to say edgewear/cracks/dryrot on all 4 tires, I needed new ones and they had a sale.I acknowledged edgewear but questioned cracks/dryrot. I said I'm pretty sure I bought at least the two front tires from them within the last couple of years and how could they be dry rotted. He pulled history and said no you didn't replace tires here. He also advised me that the steering issue with my Forte was different from all the other models. He said mine needed to have the entire steering column replaced as my steering column was such that the coupling couldn't be replaced. He quoted me $1694.21 for the part and $395.99 labor. I said please just change the oil, do not rotate tires I need to look into that, and give me a written estimate for repairs. I then googled the issue. Immediately ********************* Bulletin TSB 074 (Rev 2, 4/29/2019) came up for my exact car (Forte YD/2014). Said same issue, same easy fix. took it to Advisor and asked him about it.At first he said it wasn't valid then where did you get that? He then called back to technician.After a brief discussion he said, oh, the parts department quoted the wrong part and now it is $4 for the part but $725.88 for labor. Meanwhile, my ex-husband was speaking to the parts guy to get details on steering column to buy at a junkyard. Parts guy said I told them when they first asked me to price the steering column, that it wasn't needed. I felt this was a scam, paid for diagnostic and left requesting contact by manager. No contact.

    Business Response

    Date: 03/28/2023

    Talked with *************** today and apologized for the misunderstanding and incorrect information give to her. There was a miscommunication between the tech and ********** on what was needed to repair vehicle. Reached an agreement with customer and refunded diagnostic charge.

     

    Customer Answer

    Date: 03/29/2023

    [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: **********************************************.

    Regards,

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



  • Initial Complaint

    Date:03/01/2023

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My 2017 *** ******** went into "Limp Home Mode" on 2/4/23. I called West Broad Kia and was informed their first appointment would be 2/28/23. I had my vehicle towed to West Broad Kia on 2/14/23, however they were not able to get to my car until the day of my appointment. On 2/28 a gentleman called me to inform me that my car was eligible for several of the current *** recalls and that "an estimated ETA on it right now and it's just an estimate right now it's probably gonna be sometime in April". When asked about a loaner/rental, they told me they would only provide a loaner for ten days. I feel that if I'm without my vehicle because a recall/warranty replacement for that amount of time, I should be provided with a loaner. I just want to drive to and from my job.

    Business Response

    Date: 03/01/2023

    This complaint would be against *** ******** Rentals are not provisions of *** warranties. Customer can refer to warranty manual in glovebox material.   

    Customer Answer

    Date: 03/03/2023

    Better Business Bureau:

    I have reviewed the offer and/or response 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.

    West Broad Kia,

    I am unable to refer to my warranty manual in my glovebox being that my vehicle is located at West Broad Kia for the aforementioned warranty/recall repairs. When I had repairs done to my previous Kia *************** a Kia *********** I was provided with a rental. It appears to me that since there is no monetary gain for **** they are not providing rentals.

    It would be one thing, if it was being serviced for a week. However, with the estimated time for the repairs conservatively being the month of April, the conscionable thing to do would be to provide a rental.

    Regards,

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




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