Complaints

This profile includes complaints for West Broad Hyundai's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  West Broad Hyundai

  8903 W Broad St Henrico, VA 23294-5812

  
• 

  West Broad Hyundai

  PO Box 72075 Richmond, VA 23255-2075

  

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.

• Initial Complaint

  Date:03/16/2024

  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.

  I took my car to the dealer I bought it from because of a leak in the tire. They contacted me stating the tire had a nail and could not be repaired. then sold me a new tire for $345.00. the tire was 8 months old. I kept the tire and asked 2 inspection stations if the tire could be patched and also was it an inspection problem, to fail the car. Both inspection stations said the tire was in great shape, and could be repaired, that no new tire would have been required. The car is still under warranty, I have always taken the car to this dealer and they sold me parts I did not need. The pictures clearly show where the damage was and the date of the tire was only 8 months old

  Business Response

  Date: 03/18/2024

  the affected tire (see attached photos) had a puncher in an area that is not safely repairable this is why we recommended a new tire per Hyundai policy.    

• Initial Complaint

  Date:07/30/2023

  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.

  I was interested in a used 2017 Hyundai *************** from West Broad. Price was listed at full retail value in very good condition. Test driving the vehicle, I realize the FM radio does not work. After checking the antenna, the cover was loose and had obviously been damaged. I mentioned it needed to be replaced before purchase. They agreed and I bought the vehicle at ****** miles for $16,995. One month and ***** miles later, the engine started to get sluggish and idled rough. I dropped the vehicle off all day to be diagnosed. I was told later that there is nothing wrong with the vehicle. A little over ***** miles since taking my vehicle in for diagnostics, the check engine light illuminated. I took it in once again and the service department gives me an estimate for repairs of $5000, as the vehicle has a cvvt/timing issue. After checking over the engine myself, the engine also has an oil consumption issue as there is no oil on the dipstick and shows evidence of sludge from lack of maintenance. I am an expert certified Hyundai technician myself and have bought all of my maintenance items from West Broad Hyundai since purchasing the vehicle. I service it regularly at every maintenance interval. This vehicle was not maintained prior to my ownership and both sales and service both stated that they do not check used cars for potential maintenance neglect before selling a vehicle to a customer. Reviewing the CarFax report, this vehicle was purchased at an auction. I was told by the service manager that I am liable for these repairs as it is over the 1 month or ***** mile warranty and that I did not purchase the extended warranty so he cant help me. He showed no sympathy or regret of selling this vehicle to me after it is now depreciated $5000 from its retail value after owning it for a short period of time.

  Business Response

  Date: 07/31/2023

  Hi ******, we are sorry that you are having issues with your vehicle. Someone from service department will be calling you. We may need to get your can into the shop and see if we can get some assistance from Hyundai Motor America. Thanks.

  Customer Answer

  Date: 07/31/2023

  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.
  
  Please see the attachment. My vehicle has already been diagnosed and estimated to cost $4949.70 to fix the issue. I have already paid the $154.95 diagnostic fee. Hyundai Motor America will not help in this case as I do not have a extended warranty. I received a "1 month or ***** mile warranty" when I bought the vehicle. I believe this issue was present and steadily got worse since I bought the vehicle. I do not believe it is my fault that I couldn't bring it in time before my warranty expired. Service schedules appointments one month out anyway. Sludge or oil consumption does not happen over the course of ***** miles of my ownership. The vehicle was sold to me in poor mechanical condition due to lack of maintenance. West Broad Hyundai can verify my service history as I purchased all items through their parts department. I should not be liable for these repairs.

  Regards,
  
  *******************************
  
  
  
  

  
  

  Business Response

  Date: 07/31/2023

  Hi ******, the 2017 Elantra that you purchased was a trade in to West Broad Hyundai. We always check CARFAX and Hyundai warranty system for history of a pre-owned car. This vehicle had NO history of a mechanical issue in the Hyundai warranty system. West Broad Hyundai serviced the vehicle and it was offered for sale. Yes you were offered a extended service warranty at the point of sale and you declined. Our offer to you is to bring the vehicle to our service center so we can work with the manufacturer and see if we can get assistance from them as good will. Allow us to try and help you. You mentioned that you called Hyundai *** yourself with no luck. Let us go to work for you and see what we can get accomplished. If you are declining our help there is nothing more that we can do. We are very sorry that you are having a issue and are willing to try and help. Please call ************************* in service, he is waiting for your call ************.           

  Customer Answer

  Date: 08/01/2023

  [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 ********. Note: West Broad Hyundai just stated in the response to my complaint that they do in fact check CARFAX history before selling a pre-owned vehicle. However; under this vehicles CARFAX history, it shows no maintenance records for over ****** miles and should have been a sign to further inspect the vehicle before selling and/or mention this before buyer purchase. Sludge and oil consumption is present and is a direct result of lack of maintenance. 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:01/27/2023

  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.

  I own a 2017 Hyundai Santa Fe and my sunroof spontaneously exploded on January 12, 2023. I was the only one of the road (no one in front of me, no one passing me or behind me) - sunroof just literally shattered while I was driving. An officer stopped a few minutes after this happened and also took photos and filed a full report. I had my car towed to West Broad Hyundai and after evaluation, the service **** told me that the sunroof shattered because a rock hit it. There is absolutely NO way a rock hit my sunroof (I have pictures and so does the Hanover County ********** ******* The dealership has refused to repair my windshield under warranty, even though there is a class action law suite where thousands of Hyundai cars have had this exact thing happen. The service department has been nothing but rude and all they are trying to do is get out of having to fix the problem at no cost. And to mention - there are 2 other recalls on my same car that need rectified as well. It's simply that they don't want to incur the cost of fixing it without any sort of compensation, even though this is 100% on the Hyundai corporation.

  Business Response

  Date: 01/27/2023

  ******************** car was tow to West Broad Hyundai and arrived 1-17-2023 and at that time we looked at the damaged area and found where a rock has hit sunroof( see attached picture circled in red) .

  The vehicle is out of warranty by time and mileage and there is not a recall on the glass on this vehicle.

  We asked her to call her insurance company to have it covered by them (road hazard)--I don't if she did or not.  

  Customer Answer

  Date: 01/30/2023

  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.
  
  There is NO possible way that anything hit my windshield. There is an ongoing problem with Hyundai and their panoramic sunroofs shattering for no reason. Please contact this officer who stopped to help me and ask him for the case and what he saw and experienced. It is not a rock hitting my windshield. There have been other cases of West Broad Hyundai being deceitful to customers and this has been an absolute nightmare to get repaired! 
  
  Regards,
  
  *************************
  
  
  
  
  

  Business Response

  Date: 01/31/2023

  AS OF 1-30-2023, CUSTOMER HAS TOWED VEHICLE TO ANOTHER SHOP. NO REPAIRS TO THE SUNROOF WERE DONE AT THIS DEALER

  Customer Answer

  Date: 01/31/2023

  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.
  
  Please contact me directly so that I can share with you additional details on this complaint that affect this case greatly. Please call me at **************.

  Also - please see the link below to other complaints and incidents just like mine - 

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

  Regards,
  
  *************************