Complaints

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

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  Germain Hyundai of Columbus

  1400 Auto Mall Dr Columbus, OH 43228-3657

• 

  Germain Hyundai of Columbus

  1395 Auto Mall Dr Columbus, OH 43228-3897

• 

  Germain Hyundai of Columbus

  1495 Auto Mall Dr Columbus, OH 43228-3658

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:03/11/2025

  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.

  On January 3, 2025 I went and made a purchase to Germain Subaru of Columbus for $18,200 on a 2018 Jeep Wrangler JKU. On January 6, 2025 I started the Jeep early to go to work and I noticed that the engine had a miss in it. I googled it and it said it could be due to the cold weather, so I went ahead and went to work. It did these the next 2 days but I had to work so I drove it anyway as I did not think there would be a real issue already. I watched the gauges, and they all remained fine. I told my husband about it somewhere near the end of the month, so he contacted our mechanic, and he got us in to look at it on 2/14 approximately. He changed the number 3 spark plug and said if that does not fix it there is bigger issues. I drove it to the end of February when it began to overheat so I pulled over and let it cool off then took it home. My husband said it took 2 gallons of antifreeze and that what not good. Our mechanic is a mile down the road and he completed a pressure test stating it was a cracked head most likely and that this was the issue all along most likely and you can mask the issue bay replacing the spark plug. My husband contacted the car dealer to ask them to just take the car back as we know they sold us this **** knowing it had an issue as it started 3 days after purchase. It was either that or their Mechanics have no clue what they are assessing in a vehicle. They refused to give us much help and offered a discount on parts and labor of a $5000-$10000 dollar fix I cannot afford. I know that they sold use this **** and did not disclose its issues, but they refuse to admit this.

  Business Response

  Date: 03/11/2025

  Dear Better Business Bureau,
  We are writing in response to the complaint regarding the purchase of a 2018 Jeep Wrangler on January 3, 2025. Below is a detailed account of our interactions and the steps we have taken to address the customer's concerns:
  Timeline of Events
  January 3, 2025: The customer purchased a 2018 Jeep Wrangler.
  January 4, 2025: Our first follow-up attempt was made via phone call, which went to voicemail. A message was left.
  January 17, 2025: A second follow-up attempt was made via phone call, which again went to voicemail. A message was left.
  January 23, 2025: A third follow-up attempt was made via text message, requesting opt-in for further follow-up.
  February 4, 2025: A fourth follow-up attempt was made via phone call, which went to voicemail. A message was left.
  February 28, 2025: We received an inbound phone call from the customer at 5:51 PM.
  March 1, 2025: We followed up with the customer via email, text, and phone call simultaneously at 10:51 AM.
  March 1, 2025: The customer answered our follow-up call, and a dialogue began at 11:22 AM.
  Summary of the Issue
  The customer owned the vehicle for 56 days before contacting us with concerns. Despite our four follow-up attempts, we were only able to make contact on the fifth attempt. During this conversation, the customer indicated that the vehicle either needed or would need a new engine, without having further diagnostics performed. The customer requested full financial relief from the transaction, despite the sale being conducted "AS-IS."
  Dealership's Position
  We believe we have fulfilled our contractual obligations in a transparent and ethical manner. The vehicle underwent a thorough multipoint inspection, including a diagnostic scan, which showed no history of issues. The customer was informed of and waived mechanical protections, and signed an "AS-IS" disclosure, acknowledging that all sales are final, and any future issues are the customer's responsibility.
  In an effort to assist the customer, we offered to inspect the vehicle at no charge. Additionally, we agreed to pass along internal pricing with no markup on retail parts or labor performed.
  Commitment to Customer Satisfaction
  We are committed to ensuring customer satisfaction and have taken multiple steps to follow up and address any concerns. We have all relevant documentation, including the signed "AS-IS" disclosure, inspection reports, and communication logs, available for review if needed.
  Offer for Further Assistance
  We remain willing to assist the customer further, including offering additional diagnostic services or consultations to better understand the issue.
  While we regret that the customer is experiencing issues with the vehicle, it is not our obligation to cover the costs of ownership. We have attached the original inspection report and a copy of the invoice (cost excluded) for your reference.
  We hope this clarifies our position and the steps we have taken to address the customer's concerns.
  Sincerely,
  **********************
  
  If you need any further adjustments or additional information, please let me know!
  

• Initial Complaint

  Date:11/13/2024

  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.

  We came here to get a car we saw they had in inventory online. They said they didnt have it ok fine what else do you have? They showed us 2018 Volkswagen Tiguan. We ended up paying for it in cash. Everything was paid for….we thought…tags, taxes, title…they give us the temp tags and we are on our way. Before we left the check engine light comes on. They check it and its the battery. They change the battery but Come to find out after we left there was hairline crack in the windshield where the wiper blades were hiding it and the brakes were bad. Fine we replaced them. During the next two months we have to go to the dealership 2 times for temp tags because our plates hadn't come in. Finally we got someone who could tell us what was going on, mind you our 2nd set of temp tags is going to expire in 2 days, we were told we didn't pay a convenience fee for the tags…ummm excuse me we were told when we paid for the car everything was included with the $20,000 cash payment we made?!?! Now your telling me with two days left on the temp tags that not only didn't u order the tags…but now you are not going to give us another temp tag until we can straighten this out?!?! Yes…thats what they said! They will not give us a new temp tag because of a convenience fee they didn't tell us about. We would have paid it had we known about it!!! They told us everything was taken care of! All they said was that they wont give us a new temp tag and we had to go to the bmv to get the plate! This place is ridiculous. Please dont buy from here! I would like them to refund me the amount we paid them for the tags and title since they didnt do it and we now have to go do it ourselves.

  Business Response

  Date: 11/13/2024

  Good afternoon, 

  I apologize if something was miscommunicated to you, but there was no charge for plates or the convenience fee. We can't refund something we didn't charge. The fee's you see on paperwork is the title fee. Not the registration or plate fee. Hope that helps. Sorry again for any confusion. 

   

• Initial Complaint

  Date:09/26/2024

  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.

  I was promised a $182.70 refund by check about a month ago by **** *******, the Service Manager.

  Business Response

  Date: 09/26/2024

  Good afternoon,

  Check was issued today, in mail tomorrow. Let me know if you don't receive it next week. 

  Sorry for the delay. 

• Initial Complaint

  Date:07/15/2024

  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.

  On June 19, 2024, after the transmission went out in my Subaru, I decided to sell it to Germain. I live 150 miles from ********. The transmission went out while my son was using the car in ********. The salesman explained that their systems were down but that they would be in touch to complete the paperwork, which could be handled via overnight mail. After waiting several days and hearing nothing, I started calling. After three days of calling, they finally returned my call and promised to send me the paperwork overnight. It took another two days to receive it. I signed the paperwork and sent it back via FedEx the same day I received it. I confirmed via the tracking information that Germain received my paperwork on July 1 at approximately 10AM. After waiting 10 days and not receiving the check, I again called the dealership who informed me they had not cut the check but would do so and send it overnight to me. That was on July 12 and it is now July 14 and I still do not have my money. I want my money and to be compensated for my time in dealing with this.

  Customer Answer

  Date: 07/15/2024

  The Complaint was against Germain Subaru of ********.  I had to type it into your system - not sure how it got tagged to Hyundai.

  As an update - on 7/15/2024, the check finally arrived; however, they still need to have some training for their salesmen not to call female clients "honey" and "sweetie".

  Thank you,

  **** ******

  Business Response

  Date: 07/16/2024

  The customer went back and forth about whether or not she wanted to sale the vehicle back to us and then refused to provide the necessary information we need in order to process the transaction once she decided she did want to proceed. By the time she ultimately decided to go through with the transaction and provide the necessary information, we were affected by the CDK outage which meant we could not finalize the deal, nor could we cut a check since CDK is the system we use to do that. The check has since been issued to the customer. For the record we did not retail her trade as she mentions, it was a wholesale car. 

• Initial Complaint

  Date:01/24/2024

  Type:Sales and Advertising 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.

  BBB transcribed from typed letter received in US Mail: **** ******** *** ***** ****, **** ***** ###-###-#### January 12, 2024 Mr. ***** ***** General Manager **** **** **** ***** ********, **** 43228 ###-###-#### Germainhyundaiof********.com RECEIVED JAN 1 8 2024 Dear Mr. *****, I bought my Kona in January of 2020, love the car and it serves my purpose for buying it. I paid for many extra warranties and made sure I got exactly what I wanted. It is now January 2024 this wonderful car that I love is now on its third battery, this I don't understand: 1) Original battery that came in vehicle when purchased 2) Battery that I bought in Nov. 2022 that I found out was sitting on the shelf since 2019. 3) Now today Jan. 2024 I had to replace the battery that I replaced 14 months ago that I thought was new which had been sitting on your shelf since 2019. Ella Christine Hughes Owner of 2020 Kona Ultimate ******************** CC: BBB of Central **** **** ****** **** ********, **** 43215 ###-###-####

  Business Response

  Date: 01/25/2024

  I received your letter.
  I appreciate you taking the time to write. I understand your frustration and expectation of purchasing a new battery.
  I would expect the battery to last longer as well.
  I myself recently replaced a battery on a 1-year-old truck.
  
  A lot of things go into how long a battery can/should last. A draw on the battery from something in the vehicle, the weather, how long the vehicle sets, Corrosion, Frequent short trips, etc.
  There is a chance it had nothing to do with the battery we sold you.
  But I can see you are good customer of ours. I’m going to mail you a check based on the math below.
  
  
  Nov 2022 you purchased a battery from us ($360.13)
  Jan 2024, you had to purchase another battery (purchased from AAAcarbatteries)
  
  $360.13 Amount spent.
  $7.50 amount spent per month averaged over 48 months
  
  
  The parts warranty on our batteries is 48 months (first 12 months free replacement)
  Looks like you had the battery 13 months.
  We're going to cut you a check back for $262.50 a prorated amount.
  We will mail it to:
  
  **** ******** ***
  ***** **** **** *****
  
  Apologize again for the inconvenience.

  Customer Answer

  Date: 01/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:12/27/2023

  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.

  I had an oil change in the afternoon on 9/11/23, and parked in my garage. A few hours later I noticed an oil patch under my car, and tried to reach the service department (although they had closed). I was able to borrow a jack and oil pan from a neighbor and I found the drain plug was not even finger tight. It was so loose I was just happy it wasn't on I270. I put the drain plug in the rest of the way, and tried to clean the oil patch on the concrete in my garage, but it is stained. They also failed to run my car through the car wash, although it was on the work order. On 9/12/23 I called the service department at 5:45, but they didn't answer, when I got through to sales they told me that the service department was closed (although they are open until 6:00). On 9/13/23 I was able to speak to my service writer, who was very courteous, but I declined a coupon on future service, because my issue was with the oil change I had just paid for. He said he would have his manager reach out to me after relaying my experience. On 9/20/23 I tried to reach the service manager, but they were not available when I called. Subaru sent me a survey about my service, and I described my visit with my contract information for them to follow up, but I have never heard back. I don't think ill of anyone involved, but the attention to detail is wanting at every level (service writer, porter, mechanic, service manager, and even sales staff who ended up with my calls several times).

  Business Response

  Date: 12/27/2023

  Good morning Mr. *****,

  I am terribly sorry to hear not only of your experience here but with the subpar follow up that followed it. I assure you that is not the type of experience we want for any of our guests, especially one such as yourself who has been a repeat and loyal customer for years. I will be happy to issue you a check for the amount requested and will get that processed immediately and sent to the address we have on file for you. Should you ever need anything at all please don't hesitate to reach out to me directly.

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

  ###-###-####

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

   

  Customer Answer

  Date: 01/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  

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

• Initial Complaint

  Date:10/24/2023

  Type:Customer Service 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.

  Have been trying to contact the dealership I always speak to people and then they tell me they are in meetings every time. They don’t seem to want to refund me my money they just say whatever they need to to get me off the phone promising to get back to me but never refunding me my money

  Business Response

  Date: 10/25/2023

  I show this was refunded 10/24? 

  Customer Answer

  Date: 10/31/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.

  
  ***** ******* Wed, Oct 25, 10:36 AM (6 days ago)
  to me
  
  incoming call 10/25/23 - @****** ***** 
   Germain Hyundai of Columbus -please mark closed as resolved to customer satisfaction
  Regards,
  
  ************ ******

• Initial Complaint

  Date:10/21/2023

  Type:Sales and Advertising 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 have asked several times to quit receiving mail from them, but it continues. I want nothing to do with with this place.

  Business Response

  Date: 10/23/2023

  We will remove you from all lists. Sorry for the inconvenience. 

  Customer Answer

  Date: 10/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint to remove me from all lists.

  I do not accept their apology.

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

• Initial Complaint

  Date:09/22/2023

  Type:Order 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 bought a new 2023 Hyundai Santa Cruz truck from Germain Hyundai on July 26, 2023. (Customer # 522979) The dealership very quickly had me sign multiple documents. I declined buying or signing up for any extended warranties or services. I put down a $5000 deposit and financed the remaining a**unt through their finance company, Hyundai **tor Finance. When I got home with the truck I looked through the paperwork and realized they had stuck in a "Permaplate" fee for $1089 plus $81.68 taxes in the purchase agreement. They never mentioned or explained what this fee was for. I never received any documents or paperwork for this fee. It wasn't included in the negotiated price of the vehicle until it appeared in the purchase agreement. I called up the dealership to get this Permaplate fee re**ved and refunded. **, the finance manager, told me I had to mail in a cancellation form to Permaplate and they would credit the lien holder with the refund. I mailed in the completed form on August 9, 2023 and have yet to receive any sort of refund. It is way past the 3-4 weeks for processing. I still don't know what the fee was for and why it showed up in the purchase agreement.

  Business Response

  Date: 09/22/2023

  Hello

  Perma plate isn't a fee. It's an optional product that covers the paint and interior of the vehicle. We show a credit card dispute of $1170.68. We would be happy to cut the check back to the lienholder when this dispute is resolved. We run the risk of paying double. I apologize for the inconvenience. Let me know how we can help. 

  Customer Answer

  Date: 09/23/2023

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. I will re**ve the credit card dispute, which was recently filed after they missed the deadline for refunding the **ney,  and then Germain Hyundai can **ve forward in paying the refund of $1,170.68 to the lien holder in a timely manner. I would appreciate some form of communication when the refund is completed. 
  Regards,
  
  ****** ******

• Initial Complaint

  Date:05/30/2023

  Type:Sales and Advertising 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 purchased a brand new 2023 Hyundai Santa Cruz on March 18, 2023. During the purchasing process I asked if the car had remote start. I was ensured by the sales person that yes remote start was a feature on this car under their Bluelink program, which I would receive free for 3 years. The remote start and lock feature has never worked. I have texted sales person multiple times, called Bluelink 3x, and put my car in the Hyundai service center for an entire day to find out the Bluelink program is faulty within the car. The service representative said they have to order a part for my brand new car and they have no idea when the part will arrive. It has been 3 weeks since my car was in the Germain Hyundai service center and I've heard nothing. They sold me a car with a promoted advertised feature and I got a lemon. I would like another car with features that work.

  Business Response

  Date: 05/31/2023

  Part has an ETA currently for the 6th of June. If customer is seeking replacement Hyundai Corporates phone number is ###-###-####

  Please let us know if we can be of any more assistance.

  Customer Answer

  Date: 06/07/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20120306
  
  I am rejecting this response because:  it is now June 7th and I have heard nothing from the company. 
  
  Regards,
  
  ***** *******

  Business Response

  Date: 06/15/2023

  I do apologize for your inconvenience. 

  Customer Answer

  Date: 06/15/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20120306
  
  I am rejecting this response because I can't tell my lender who financed my loan I am sorry I don't have the money to pay my loan as I promised, they would take action against me. Hyundai needs to do more, offer me something other than an apology,  I spoke to Hyundai customer service and still nothing.  I was sold a defective car and now I have to just wait. This is not acceptable. Not one person from upper management of Hyundai has tried to reach out to me directly this is not how you should do business.  If Mr. Germain had the whole story, I bet he'd be disappointed.  
  
  Regards,
  
  ***** *******