Category: | Honda Dealer |
Address: | 7014 W Broad St, Richmond, VA 23294, USA |
Phone: | +1 804-672-1111 |
Site: | westbroadhonda.com |
Rating: | 4.5 |
Working: | 9AM–8PM 9AM–8PM 9AM–8PM 9AM–8PM 9AM–8PM 9AM–6PM 11AM–3PM |
K-
K-F Bon
I have owned an Odyssey, a Fit, and a CRV and have lived in the area for five years, so this is not the first time Ive had a car serviced at West Broad Honda. Im guessing, based on the collection of reviews on Google and on Yelp, that whether you have a positive or negative customer service experience is the luck-of-the-draw based on with whom you speak when you call or come in, and, also, that there is at least one woman who works there who should totally be avoided. I had a negative experience with a rude scheduling representative on the phone on the Tuesday before Christmas when I called to reschedule my appointment for recall service from that day to the following Friday; she objected to my having asked her to repeat something shed said after Id dropped the phone, repeating it as "Which. Day. Would. You. Like. To. Reschedule?," then, while I answered her, she interrupted to speak snippily to a co-worker while still on the phone with me, telling that person to answer the ringing phone because "Ill tell you right now, I wont be answering customers calls all day." It was off-putting, to say the least, and I told her so, to which she did not respond. She finally got down to business and told me she was able to switch the appointment to Friday for me, before rushing me off the phone. Skip forward to Friday, and my family showing up to drop off the Fit for that rescheduled service, my husband, child, and dog following in the CRV as my ride home, only to find that no appointment existed for us at all--not the original appointment nor the rescheduled one. When I explained what had happened on the phone, we were asked for the name of the scheduler (I didnt have it), then told that, since we did not have an appointment and could not provide the name of the person with whom Id spoken on the phone, we could not be accommodated into the days busy schedule and would have to reschedule; further, we were told that, of the dozens of workers on the busy premises, none of them was a manager with whom we could speak. Finally, it took far too long into this disappointing exchange for us to even be offered an apology for any possible mix-up or the inconvenience we were experiencing--Scott (Ive learned now that I definitely have to get the names), the person with whom we were speaking, gave the impression that it took a while for him to believe our story, and only then expressed regret for the trouble wed gone through. Since it is a recall service, Ill have to deal with the dealership to get the issue fixed; otherwise, I would not work with them at all going forward. It is an absolute shame when the lesson one is left with after having dealt with an organization is to cover ones bases--get the names of those to whom you speak; request a manager as soon as anything seems amiss; call back to confirm appointments before going through the trouble of showing up--and assume professional indifference, at best, on the part of those to whom you speak until your experience with that individual proves otherwise. There are three local Honda dealerships--Pearson and Midlothian have garnered review ratings above 4 stars, while this locations rating is below 3, primarily for customer service issues. If either of the other locations are convenient options, Id suggest you take your business to one of those to increase your chances of being dealt with respectfully.
JU
Julie Patterson
Overall, I would say that we had an average car buying experience. We were very satisfied with our salesman, Saul Kazdal, who was friendly, a straight-talker, and not "pushy" like I would expect from a cars salesperson. Our finance manager, Tim Cartwright, was also excellent. He was very friendly and helpful in his explanations of why we may or may not want each additional package item. We were less satisfied with our wait times and our experiences with the general manager, Steve Prezioso. During the sales process, we asked whether they thought they could match the ~2.9% interest rates we had seen that we would qualify for at various banks/credit unions. We were told this would not be a problem. We were also told that we qualified for the graduate program ($500). We were never told that the interest rate and participation in the graduate program were not compatible. The final price that we signed for with Saul reflected the $500 discount, with no indication that the 2.9% interest rate would then be a problem. It wasnt until we were about to sign with Tim (the final financing forms) that we discovered (on our own- this was not brought to our attention) that the $500 discount had not been applied because the $500 discount only applies if you also take the student interest rate, which is much higher. I immediately felt taken advantage of because there had been no indication that the price we initially signed for differed from the final price. This should have been brought to our attention rather than slipped in at the last minute. When I asked about the discrepancy, the general manager, Steve, came in and told us that he absolutely told Saul that we couldnt get 2.9% interest rate and the $500 discount. He went just short of accusing me of lying about not being told this ("if you can tell me right here with Saul in the room that you were not told this..."). I dont know who was lying/omitting details, but Saul seemed very trustworthy, so I am not inclined to believe that he deliberately mislead us. That $500 discount made a big difference in our decision to buy new vs. used. I asked whether they could honor their original commitment to us. Steve started yelling about how "heres the invoice price" and "Im about losing money on this car" before literally storming out of the door saying, "fine, Ill just throw more money at you, you can have $200." His overreaction and bloviating about the invoice price, which common knowledge knows reflects little of what the dealership actually pays for the car, was just the kind of sleazy behavior youd expect from car salesmen of poor repute. Furthermore, we waited over an hour to even get in to the financing conversation, and the following day when I brought the car back for detailing, which I was told would take only 45 minutes, I waited for 2 hours and 45 minutes. I was given lunch for my time, but it didnt fully make up for the hours of additional waiting over the two days of the car buying experience.
JA
jacob schrinel
The service department is the absolute worst of all time. They dont even deserve 1 star. We normally take it to Pearson Honda (the best) but our Pilot was breaking down and my wife was right beside this dealership. She pulled into the service bay and the car cutoff, she told the service person that the car just died, he then asked if she had an appointment. She stated she didnt know the car was going to break down. He was really rude with her about not having an appointment, who knows when a car is going to break down. She told them the pilot was still under warranty and we also had an extended Honda warranty which included rental cars. They called the rental car place and she received a rental car. Remember we have a warranty...The service department called and stated we needed a new alternator and battery and it would be x amount of $. I stated again that we have a warranty, they were like "you do", I stated we do. They called back then stated the alternator is covered but the battery is not and that would be $200 for a replacement battery. What??? $200 for a car battery, that is insane. I stated, I would just change the battery myself, they said "its completely dead and the car wont start without it", stated that I still didnt want one. Guess what, when we arrived to get the car, it started right up and the battery has been working fine ever since. Funny thing, the battery was a Honda battery that was replaced the year prior and was still under warranty, which i forgot we did. I was eventually told that the battery was never even tested, guess they were looking for a sucker. The best part is that we got charged for the rental because they failed to file the paperwork correctly and they told me i needed to contact the warranty place to get reimburse. So I call Honda Warranty, they stated that West Broad Honda needs to file the claim and they need to reimburse me. WHAT!!!!!!, this place is such a joke. My advice is to avoid the service department unless you enjoy poor customer service who do lazy and shady work.