West Broad Collision Center in
Richmond Heights (VA)

I truly appreciate everything West Broad Collision Center did to repair my car. They went over and beyond to fix my car, considering what the insurance company was willing to pay even when the accident was not my fault. Also the receptionist Ms. PQ can hold a class on customer services. I would like to thank the entire Team for my great experience.

My car was done on time actually sooner than they told me. The repair was done on time and was excellent. The employees were very helpful. Would use again if needed

The service was organized , thorough, and prompt. It’s an Erie Insurance recommended collision center, so I knew my car would be taken care of .

My son damaged my 2021 Elantra in two places and West Broad Collision Center did a fantastic job fixing it. Thank you Stuart and team for making the experience a great one.

Tequoria has been informative and extremely helpful with every process I've had to go through. She has excellent customer service. Always a pleasure working with her.

Great place. I have brought my car there three different times in the past two years for repairs. Each time I had alot of dealings with Tequoria Ward … she was pleasant from the very first time I walked in there. She was able to answer all my questions. I could call her anytime and she always took my calls and if she didn’t know the answer to my questions she would definitely find out for me and get back in touch with me. It was a pleasure to work with her each time. Make sure if you use West Broad Collision to tell Tequoria hello!!

West Broad Collision Center repaired a door on my car after someone ran into it. They did an excellent job-it looks good as new. Staff was courteous and kept me updated through the process. Would definitely recommend.

West Broad Collision Center worked well with my insurance company, and kept me well-informed as to the progress of the necessary repairs. I highly recommend them for their customer service and attention to detail on my repair.

West Broad Collision Center has the worst customer service that I've encountered in my life.. This place attempted to hold my car until GEICO submitted payment for a last minute invoice. Since I paid my deductible, why should my car be held until a payment was made by my insurance company which is GEICO to them?? I have NEVER had to wait for a check to come to the body shop from my insurance company. Audi Richmond is part of The Page Group and sends Audi customers to West Broad Collision because West Broad is owned by Larry Page. I let Audi know what happened and will tell any Audi car owner to go to another city and find a body shop who can work on Audi. There are plenty in Fredericksburg VA and northern VA

I just want to say that Tequoria Ward the receptionist at the desk is very polite and mannerable every time I bring my car in for service. Tequoria always has a pleasant smile and friendly whenever a customer comes in if she is helping another person she will said I will be right with you. I know that GOD sent to the right place to get my car fixed because Tequoria smile lights up a room, makes me feel comfortable and Bless me all the time. Tequoria has a good heart and would help anybody to get to the right person. Have A Blessed Day.

Summary: quality work, but you will pay out of pocket beyond your insurance deductible, predatory practices (threatened with bogus fees), forgot to do some of the work I asked for. They're an okay option if money is no object for you. I'll never go back here. They don't accept the rates for major car insurance companies - if you have GEICO, Allstate, etc, you WILL have to pay extra. They gave me an estimate I would pay ~$60 extra, but after the supplemental I was now paying ~$400 extra. When I tried to go elsewhere, they threatened me with a bogus $1200 storage fee, admin fee and $600 admin fee (the storage fee was posted, the admin and teardown fees were not), in addition to the parts and a bunch of other things. I caved and agreed to pay the extra $$. When I came to pick up the car, I learned they hadn't had the car inspected like they promised. I asked someone to explain what work was done on the car - they handed me off to an experienced-looking technician(?) who didn't explain anything, and instead looked at the car with me and said "the paint looks good" but would not go through the list of expenses with me even when I asked. Communication: had decent communication while I was waffling over agreeing to the supplement (always responding the next day via email). Afterwards, no updates until the car was finished (I'm fine with that personally). At the end when it was time to pick up the car, I got no response to my two emails asking for a list of work that was done, and to clarify how to pay. Timing: they were fast - got me in quickly, started on repairs quickly, very satisfied on this topic. I used them because they were, at first, the only body shop that would work on my fully electric Kia vehicle. Afterwards, I later found other locations, such as Bruce's Body Shop, that I wish I used instead. 2.5 stars because they appear to have done quality work and looks like they worked on my EV by the book. Being threatened with unexpected, likely unenforceable charges severely soured my experience and sapped all trust I have in them. If you use them, make it very clear what charges you do and don't agree to, and make them promise to not charge a storage fee or admin fee, even if you don't authorize all their repairs - if you don't do this, you have negative leverage to negotiate whatever extra repairs they tack on. (No guarantee they will agree to this, but I would not do business with them without such an agreement.) UPDATE: 3 weeks after the work was done, I noticed that my temperature sensor was glitching out, sometimes showing -30 degrees (when it was 40 degrees F outside), sometimes not registering at all. Turns out they didn't properly plug the temperature sensor back in. This is a big deal for an electric car, because it heats the battery when it thinks it's cold outside! I brought it to them asking them to plug the sensor back in properly, but they would not do so, demanding I call my insurance company and get another adjustment (even though it was due to their poor quality work). I instead brought it to the dealership service center, who plugged it back in for free. Lowering the rating to one star.

I dropped my vehicle off the morning of January 15. I was not able to pick up my vehicle until April 15, exactly 3 months later. The damage to my vehicle was minimal and isolated to the left quarter panel at the rear of the vehicle. Throughout the entire time my vehicle was at West Broad Collision, the customer service I received was extremely poor. Despite dropping my vehicle off, it took over 2 weeks for the official estimate to be completed. All communication regarding any updates on my vehicle were initiated by me after multiple emails, many of which were initially ignored. On one occasion, I went to the shop to talk to the service advisor but was told by one receptionist that he wasn’t available while the other receptionship told me that the advisor was on the other end of the lobby. I spoke with him and he provided excuse after excuse about the delays and attributed it to the insurance company. I provided emails refuting his responses and he denied receiving any of the emails. I emailed the manager of the shop and the response I received was rude, condescending, and lacked accountability. Instead of taking any accountability for the delays, he shifted all responsibility to the insurance company despite West Broad Collision significant response delays. I resorted to emailing the service advisor and manager weekly to get an update, but many of those emails were not responded to. When I finally received notification to pick up my vehicle, the service advisor asked if I wanted them to wash it?!?! They were fully aware that I was coming, but did not have the car ready for pick up. In addition to it not being cleaned, the service advisor did not perform a thorough walk-through which I attributed to him being ready to leave for the day. With that said, I have yet to determine if the repairs were completed accurately and if the paint job has been done accurately. The car was not clean, so it was difficult to determine. After the length of time my vehicle was at West Broad, I would have expected a more thorough pick up process. I encourage you to read the Google reviews and choose another shop because your experience won’t be different. There will be extended delays, with no communication and poor customer service. Choose another shop. I wish I had done my research before.

Let me preface this with West Broad Volkswagen is great and their sales reps are the best in the business. This review is strictly for the collision center. 1. It took a few weeks to get an appointment as they ordered the initial parts (nbd) 2. My car went in on May 23rd, I was told on June 6th there was a fog light on backorder until the end of the year so I instructed them to fix the car without the fog light as I needed my car with no other form of transportation. 3. June 12th we are still waiting on additional parts, I go on vacation and ask the car to be ready by the 20th when I get back. I follow up on 6/21 to find out they are still waiting on the fog light. Remember when I told them to fix the car without it and I will deal with it when it comes in? Exactly, they didn't do that. Mind you I only receive any sort of update if I call/email in, sometimes multiple times before I get a response. Another week goes by with no updates, called and emailed 6/29 with no response. 4. 6/30 - it turns out the fog lamp was damaged when they removed it, and the clip that was broken wasn't even needed for installation. So we wasted 4 weeks on an issue that wasn't actually an issue. Now it's time to get my car back. 5. SIKE - I am informed my car is getting put back together and will hopefully be ready by the end of the day. At 3:00 I get an email stating they ordered the wrong headlight. The headlight arrived weeks ago and no one thought to check that it was the correct headlight (which is honestly insane because I have a GTI with a very specific light and its very easy to tell if it was right or not.) I go up there to talk to management, there is no manager to speak with. They take no responsibility and he blames the issue on everything else. He tells me he is not allowed to check the parts when they come in. 6. 7/14 I finally get my car, the headlight fills with moisture before I even leave the lot. It's defective. They asked me to give it a couple of weeks to see if it resolves so I agree. 8/5 I inform them it's gotten worse. It is 9/6 and guess what, I still don't have this issue resolved. They are saying my insurance won't cover the labor and neither will Volkswagen, even said VW Customer Care may want to hear from me. This is in no way shape or form my issue to resolve. I honestly can't believe this is still ongoing. I bet after this review it takes even longer. I will report back on the outcome. This has been the worst experience in my life. I rarely write reviews but I have to warn people to stay so far away from West Broad Collision Center. They never give you updates, nothing gets done if you aren't constantly asking what's going on. They take no responsibility for their mistakes, place blame on everyone but themselves. The only positive is the work was decent (although the headlight wasn't mounted properly so it was uneven). I asked for a simple Oil Change to make up for the slew of mistakes and lack of communication, they wouldn't even do that. Do not take your car here. There are folks in that building who told me they would never take their car here due to how customers are treated and issues are resolved. Every other Page Store in the area is great with friendly people. Don't go here.

Second experience with West Broad Collision and it’s been just as disappointing as the first. The first time, I filed an insurance claim to have minimal work done to fix some scrapes on the bumper after my vehicle was stolen. Insurance company suggested West Broad Collision. Everything started off smoothly, appointment was set, paperwork was signed, and the car was dropped off at the shop. After having the car for a few days, I was informed that they refuse to work on the vehicle since it was damage that occurred while it had been stolen from me and therefore my vehicle had to be towed to another shop. This time, my other vehicle was involved in a hit and run incident. I had my damage estimate done at a different shop, but they had no openings for repairs until the end of the summer. I was again referred to West Broad Collision, as it is nearby my home. I thought, “My vehicle was not stolen this time; there should be no issues with them doing the repairs.” I spoke with the shop, my insurance company spoke with the shop. Everything seemed to be fine. I was emailed authorization paperwork to sign, and they said all they needed was the check from insurance and then they’d be able to set a date and time for me to drop off my car. Yet, AGAIN, after a month of waiting to see when they’d have room in their schedule to repair my vehicle, I get a phone call from my insurance company saying that West Broad Collision sent them a message saying that they refuse to work on my vehicle. This shop seems impossible. They make promises they cannot keep, and ultimately apparently refuse to actually repair cars.

Do not bring your business to West Broad Collision Center. They handled repairs to my vehicle, including repairs that were not covered by my insurance. Jimmy Turner sent me an email specifically stating the costs I would have to pay out of pocket for the repairs not covered by my insurance (approx $139). I agreed to pay those costs, and paid them in full when I picked up my vehicle. Now, almost 4 weeks later, I received a phone call from Jimmy notifying me that they calculated the costs incorrectly and now I owe them an additional $200. This information was never shared with me in advance - in fact, had I know it would be an additional $200, I would not have said yes. Jimmy explained that management asked him to call me to collect the additional sum. Go elsewhere. Don’t risk getting the same phone call I just received.

I had one of the worst experiences with them and if I could rate this a minus I would. The company never called to give me updates on my car. I had to call them constantly to get updates. They said they had to replace the door on a parking lot incident that was not my fault and they told me they were sent the wrong door. How many rear passenger door behind the driver can be sent for a 2022 Santa Fe Limited? They had my car for 6 weeks. Then when I got it back they said they had to wash it. The car was never cleaned. I was told not to wash it for 6 weeks because of the paint. The car was dirty. They do not care about their customers. It's hard to reach them. Most of the time they let the calls go to voicemail. You have to call 15 times before someone will answer the phone. I thought going to the dealership which the owner owns more than one dealership and this is the collision center for several different franchises he has you would think it would run like clockwork. Not so. DO NOT and I repeat DO NOT take your vehicle to these people. On top of that. I had my car for two days and the rear door handle is now not working on that door they replaced. This is some of the WORST customer experience I have ever had.

My vehicle was dropped off on 03/07 and it wasn't until 07/21 that we picked it up. Both the insurance company and WBC dropped the ball in communicating and follow up. I was told that the car was finished on 06/30. NO ONE called me to tell me this. They would not release the car without the payment, can't really blame them for that, but they did not call me on 06/30 and did not follow up with the insurance company. Less than 24 hours after we picked up the car, I called them to report a broken window. I wanted to bring it in right then (Friday) but they gave me an appointment for Wednesday. They reviewed my car and told me they wouldn't take responsibility for the damage because I had picked my car up almost s week ago. I was told by a Mr. Kennedy that they had a recent problem with vandals stealing catalytic convertors but yet still would not accept responsibility for the broken window. Aside from a paint splatter, some dusty finger prints on the inside of my car, the repair is acceptable. Too bad they couldn't step up and do the right thing. Won't use them again.

TLDR: If you are considering using West Broad Collision Center, understand that you will not be provided updates, it is likely that the repair will take longer than quoted, you will likely get no explanation as to why, and you will not know the status of your repair without considerable effort. Communication is not in their vernacular. This was my second experience with West Broad Collision Center. The most recent was very frustrating due to a lack of communication. The actual work performed in both cases looked great! However the experience working with them left much to be desired. I was told that my repair would take 7-10 business days. After dropping it off on February 8, and getting a call asking for a good email address for updates, I had no info until I called for an update on the morning of the 8th business day (the Friday before Presidents Day, a three-day weekend) and my estimator Eddie told me that he didn't know the status of my car. He said he'd "have to walk down there and ask". I never got a call back, so I figured it would take longer. On the morning of the tenth business day I called and left Eddie a voicemail asking for info. Later the same day I emailed him and got no response. A few more days passed, and on Wednesday the 23rd I emailed Stuart, the GM, as I was quite frustrated by the lack of communication. Only then did Eddie call me to say that he expected the car to be ready by Friday. Friday afternoon I called to see if I could come get my car, and Eddie shared the bad news, saying that my car was bumped by people getting state inspections. My rental car insurance coverage expired a week earlier, so someone spending $20 on a state inspection is more important than my $6000 repair! Hello, I'm paying $60/day for a rental car! Finally on the 15th business day I was able to pick up my car. Nobody offered any apology for the lack of communication or explained why there were delays. The repair itself is satisfactory. If they would only focus on better communication, the reviews would be so much better! You can do it Stuart!

Very disappointed in the handling of my vehicle. The car was returned with damage that the company was not willing to make right. The marks on the molding were extremely fresh, but even the store manager was not willing to accept responsibility. Instead, he closed the door with me right in the door way insisting that he had emails to type, and I was distracting him. I wish the manager had taken the time to come review the situation and to help make it right. I understand that the black tire molding near by had been marked on the walk round sheet as dented, but this was a completely separate area with clear fresh paint marks.

This was the absolute worst experience. The first red flag should have been when I dropped off my car and they called me an hour later to ask if they had my car. I took my car in for two very small dents and it took almost SIX weeks. Rental cars are $500 a week so a repair that should have cost me my $200 deductible cost me thousands because they took their time and dragged their feet. They had trouble getting the supplement approved with my insurance and they blamed them but it turned out it was Jonathan who did not submit the claim correctly. He swore he did and very quickly put the blame on the insurance. Jonathan was rude, condescending, and has a very hard time telling the truth. He claimed he can only email you so when you call don’t expect an answer or return phone call. My insurance had to call their shop multiple times to get things straight and each time they spoke with Jonathan they always came back to me and said how rude and unprofessional he was. After the repairs were complete, they held my car from me. They claimed they could not release MY car even when the insurance said they would send a draft of the check they had mailed as proof of payment. This is the only auto shop in the area that does this. Finally, I picked up my car and one dent was STILL THERE. Apparently, they outsource their paint less dent repair and Jonathan was very quick to blame that company. He then ended the conversation with saying it wasn’t going to be perfect and I could go to my insurance company if I wanted them to fix it. The employees (besides the two sweet front desk ladies) are incompetent, unprofessional, and careless. DO NOT waste your time, money, or patience with this auto shop.

I dropped my car off on April 23 to be repaired after an accident. Today is May 28 and I still do not have my car. The reason I rate 1 star is because the communication is ATROCIOUS. I have emailed 3 times over the past two weeks. No response. I have called 8 times total and only one of those calls have been answered. I’ve left 2 voicemails which were supposedly “never received”. I have never felt the need to write a review but this is unacceptable. Now I need to take time out of my schedule to physically drive the 20 min to the shop just to get some freaking answers. It is disrupting my life and it is not okay. Another reviewer mentioned issues with West Broad Collision and the insurance company, and based on the single email the receptionist sent me, I may be having the same issue which is why it’s taken so long for me to get my car. However, I can’t know for certain because they won’t respond to me.

Let me begin by stating that if rating 0 stars was possible id do that. After going over a curb and damaging my front passenger side tire, wheel and axle, I chose West broad collision as per Honda's suggestion. I dropped off my vehicle January 21st and all paperwork including repair supplementals, insurance documents and permissions were completed by the following day (22nd). Fast forward 2 months to March 19th I was able to finally pick my vehicle up after countless unanswered calls and emails to Glenn Blackburn and Jonathan Mays. WBC and their staff failed to keep me informed about repairs throughout this process and kept me in complete darkness. I am fairly certain they dragged out this repair process to milk more money from insurance and from myself. This repair process went from $5k to close to $9k and I was required to pay close to $500 dollars out of pocket ON TOP of my insurance deductible. Glenn Blackburn even admitted to me that a repair of this magnitude takes a month maximum yet they managed to extend that an additional month due to "incorrect parts being ordered" and "receiving defective parts". My state inspection was due at the end of February but obviously I was not able to get that done because WBC had my car for an eternity. Apparently it takes 2-3 days to get quality control and cleaning done at WBC and the cherry on top? When i picked my vehicle up the inside was filthy, my vehicles manual was thrown on the ground with papers everywhere. The outside was also clearly unwashed. So clearly, no cleaning of any sort was done, makes you think what else they dont do that they charge you and insurance for. When i popped my trunk there was a box with a rusty dirty used part in there that im assuming they forgot about which further solidifies my point that no cleaning or quality control was done. Also, there was no oil in my vehicle, when i dropped it off i had more than 70 percent oil life and when i picked it up it was dry. In terms of repairs done: work was subpar, driving it out of the collision center I immediately noticed the car veered to the right a substantial amount. I emailed glenn about my issues his response? "bring it back and we'll have it cleaned again" made no mention about the rusty part in my trunk or how they screwed up repairs. No apology or explanation of any sort from any of their staff in regards to why my car was with them for so long or any of my complaints. Anyway, there was no way I was taking my car back so it could sit in their lot another few weeks for further repairs so I took it to another shop and they worked on it for ONE day and returned it to me back to normal with steering and alignment within normal parameters. overall, this experience has been a nightmare and dont recommend this collision center, repairs are mediocre at best and customer service is non-existent.

My 2016 Honda Civic EX was damaged in an 8 car pile up on 5/26/2018. I was not able to get my car to the collision center so they made arrangements with the tow company. Once my car reached there center I was notified by text. They notified me by email with each adjustment that was needed for the repairs. I was grateful that they seemed to keep me notified of the progress of my car repair more than my own insurance company. Each time I had questions they were quick to respond. This was my first car accident and I am glad that my car ended up at West Broad Collision Center. I would recommend them for any of your car repair needs. AWESOME experience!!!

I recently went in for Hail Damage repair after our latest storm in Henrico, VA. I waited a few months to have the repair done for budgetary reasons, but they said I could call and schedule it with a 1-2 week lead time. So I called back to have the work scheduled and they took in and completed it in the time frame they supplied (3-4 days). I elected to take back my car prior to them cleaning it the next day because I had to travel over the weekend and preferred my car instead of the rental... so while it wasn't cleaned yet, after I cleaned and re-waxed my car, the job they did was fantastic. I can't even tell I had hail damage. I had about 26-27 dings from hail (some very large on the hood and roof, as well as driver's side door). Very well done. My only issue, as some have mentioned, is the follow through from customer service. I had to call back to get the estimate they promised to send and called back to find out the status since I didn't hear anything. I worked with my insurance company also to make sure they had sent the estimate to them and that it was approved. So, if customers were notified more as the repairs went along, this shop would be perfect, in my opinion. Job well done!

First, to be clear, I did not have my car repaired here, so this review concerns more customer service and their level of professionalism. The insurance company declared that my car, after being hit by a deer, was a total loss, and left me the option of either taking a check and signing over the title, or taking a check and salvage the car. West Broad Collision, and their representatives, particularly Lawrence, took the time to walk me through the damage to my car, and helped me make an informed decision in regards to my insurance options. They did this without me having an appointment, just prior to lunch --- and were happy to do so. From start to finish, they were incredibly professional, and a great help. Based on this alone, I would recommend their service to anyone. To those at West Broad, thank you so much!

My experience from on the phone to the completion of my repairs has been a great experience! I had called another company and they were telling me they didn't have availability to do repairs for a whole month and WBCC had my car in by a week. I received constant updates in regards to the status of the repairs and communication with my insurance company. It's a horrible feeling having your car in a hit and run situation (especially when it's a brand new Honda Civic) and they made the experience way less stressful. I have to say, their receptionist is as sweet as can be! I also love that they give you a well organized folder with your repair details and warranty information. Hopefully I won't have any more issues, but if something does happen to my car again they are the people I will be calling! They've earned my trust and I thank them for doing such a great job!

I brought my car here as they were on the list of the insurance company's approved repair shops. Everyone I interacted with was very friendly and communicative as to when my car would be ready. When I picked my car up, I noticed that not only had my car been fixed from the collision, but also they had taken it upon themselves to buffer out where someone had randomly keyed my hood last year...even though it was not a part of the repair. I can't tell you how much I appreciated them going above and beyond!! If I ever need any repair work done on my car, this will be the place I take it!