ComplaintsforGermain Hyundai of Columbus

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  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

  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

  01/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  10/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  10/25/2023

  I show this was refunded 10/24? 

  Customer response

  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

  10/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  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

  10/23/2023

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

  Customer response

  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

  09/22/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  06/15/2023

  I do apologize for your inconvenience. 

  Customer response

  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,
  
  ***** *******

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent my car to this establishment back in July 2022. I paid for a diagnostic test, where they confirmed I needed a new engine. Once this information was shared, both parties(the dealership and myself) agreed on a day and time to drop the vehicle off at the dealership so they can begin the repairs. They provided me a rental car, while they were working on my car. During the drop off process it was communicated that my service contract company was suppose to pay for the repairs. Some weeks go by, and we are now in the month of august. When I call to check in on the process of the service contract company taking care of the engine problem since it was under the warranty parameters. I was told by the service manager that the service contract company and dealership(corporation) were in a disputed about who would be taking on the repairs for the engine towards my vehicle. The duration of this dispute lasted many months. I was never given a clear timeline of when it ended. I am sure that this disputed lasted the rest of the 2022 calendar year. I was told was back in January when when I checked in on the vehicle that the dealership was waiting on an authorization from the Hyundai corporation before making any repairs. Which brings me today March 17,2023. Total I received a call that my car was ready for pick up. However I needed a new battery because the old one was dead. So upon picking my car up I purchased a new battery out of pocket. The total cost for that was $183. Once I’m at the dealership I’m then charged a total amount of $294.67 for a company ran diagnostic test along with a new engine belt that was caused due to putting a new engine in the vehicle.In conclusion, I have waited for 8 months for a repair while continuing to make my monthly car payments. I feel as what I had to pay for today was unnecessary. Seeing that the vehicle sat at the dealership for many months and seasons. I don’t feel as I should be responsible for the purchases I made while waiting as long as I did.

  Business response

  03/20/2023

  After review we offered ******* ******* $300 service credit applied to his VIn number 

  Customer response

  04/04/2023

  *******' *******
  Mar 31, 2023, 8:56 AM (4 days ago)
  to me
  
  Good morning! As the subject hints towards the message, after filing my complaint towards the dealership. They gave me a $300 credit. However I desire to have a full refund on the expenses for the day I had to receive my car. My vehicle stayed with the dealership for 8 months. Any repairs that came about for the vehicle whether in the warranty or not were out of my hands of control. I don’t think it’s fair I was verbally told it would cost me nothing to get my engine fixed yet other repairs were needed. I remember bringing my vehicle in good shape minus the engine issue to the dealership. Along with when they performed a diagnostic test then there was not other issues stated than the engine. 
  
  Sent from my iPhone
  
  On Mar 29, 2023, at 12:47 PM, Trezon Dancy <[email protected]> wrote:

  Business response

  04/10/2023

  I believe we are all settled up now. Thank you!

  Customer response

  04/11/2023

  [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:
  
  After Friday's 4/7/23 visit, I accept the business's response to resolve this complaint. The business's response to the resolve the complaint was a refund of the amount I spent 3/17/2023 to receive my vehicle. The total amount was $294.67. They could not compensate me for the battery purchase outside of the dealership due to their service technicians suggesting battery's only last 4 years. Seeing how I received my vehicle in 2019 that was the conclusion. Along with the refund I was given a $300 credit for any services the vehicle may need at that dealership location only. I have a appointment in the weeks to come to check out how my vehicle is running post new engine.

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

• Initial Complaint

  03/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 22,2023, me and my daughter purchased a used 2010 Nissan Rogue. We put money down and received a hand shake with keys and a temporary tag. We also were to return it approximately a week after initial purchase for repairs and a full tank of gas that wasn’t available the day of purchase because the gas card was locked away already. I dropped the car off the following Thursday (along w extra pay stubs that they had asked me to bring, although loan had already been approved the week prior, so was confused) and received a rental car to drive until repairs were done.. A few days went by and no response when repairs were going only to be about 3days per Benjamin. A week goes by and I start getting worried and call and text several people to no availability and finally reached the Germain online response service and the next day I got a voicemail asking for the rental back. I have messaged and left voicemails for Benjamin, Jimmy ,and the online service. After a couple days go by I get another voicemail saying my loan isn’t approved and to return the rental. We already signed a contract..paid a down payment and shook hands. I drove the car home for a week and have not seen it since taking it for repairs and not sure they were even started. They requested the rental back by tomorrow, and I want to know why they gave me a contract and now want to change it. I feel like they’re pulling a bait n switch.

  Business response

  03/16/2023

   

  ********,

   

  Sorry for all the frustration you are dealing with, we tried calling you yesterday.  But looking at your photo you provided, this vehicle was purchased at Germain Hyundai, not Germain Kia.  We have no records of you in our database at our dealership.

   

  ***** ****

   

   

  
  

  Business response

  03/17/2023

  We have made numerous attempts to contact. Including today myself personally. 

  No phone call has been answered or returned. 

  Income used on credit application came in lower than stated. We are able to obtain approval with corrected income. 

  We agreed to pay 3 days of rental charges to help customer. 

  This info has also been texted. 

  Please let me know if you have any questions

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 28, 2022, towed the car to Germaine Hyundai at 1525 Georgesville rd (a temporary address until the store is rebuilt. $433.57 I had to pay for a transmission fluid change because the warranty company wouldn't cover it. Even though they had to empty all the fluid out to do the repair. They were going to estimate the cause and cost and get with the warranty company. They threw the parts to my torn-up engine in the back seat and in the hatch section. They cut off the oil pan and the dipstick and its holding tube. then said if the warranty company won't buy a new engine we refuse to do the work of replacing the short block. It threw a rod. So after they had it from Jan 28-Mar 7 and didn't do anything to the repair, they had it 6 weeks and then refused. I had it towed to Dennis Hyundai NO they didn't try to resolve it they just washed their hands of this. Threw everything in the car not in any order just tossed it all in The account number is under ****** ** ******** ******* R number is 537173 2016 Hyundai Tuscon

  Business response

  04/27/2022

  The extended warranty company wanted to perform an improper repair of bearing replacement. They declined to go forward with proper repairs along with the customer and elected to tow the vehicle out on their own. We did nothing with relation to the transmission fluid. The attachment provided is a bill from Dennis Hyundai. 

   

  General Manager 

  Customer response

  04/28/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17095216
  
  I am rejecting this response because: 
  
  Regards,
  
  ******** *******

   

  I'm rejecting their word as I didn't authorize them to cut off the oil pan and the dipstick.  I didn't tell them to only replace the engine.  Second Company did the repair that the warranty said to do.  Germain Hyundai isn't telling the truth.  I have receipts for both companies that worked on the car and I sent those to you.  The second company did the repair just fine and the first company could have done it but they OINLY wanted  to replace the engine to make more money.  The warranty company has been a pain abut they did authorize work and Germain DECLINED the decision of the warranty company

  Business response

  05/18/2022

  Tue, 17 May 2022, 02:14 pm

  I don't know what else to say.
  There was no monetary loss other than on our end.
  
  
  General Manager | Germain Hyundai
  1400 Auto Mall Dr, Columbus, OH 43228
  P: 614-870-9559<tel:614-300-3960> C: 614-607-2939<tel:614-300-3960>
  germainhyundai.com<http://germainlexusdublin.com/>
  

  Customer response

  05/18/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17095216
  
  I am rejecting this response because: 
  
  Regards,
  
  ******** *******

  I'm not trying to get any money back.  I want a complaint to be registered and I have all the proof of what you all did and didn't do.  I will not let this go until you get a ding against the Germain Hyundai repair shop.  I want my negative complaint listed when people see your company name on 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. ↩