ComplaintsforGermain Toyota of Columbus

• Initial Complaint

  07/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The transaction was the purchase of a 2021 Toyota Camry, August 2023. Last summer I purchased a used Camry from Toyota of Columbus. I knew it had been previously owned by a car rental agency or fleet, and it had over 61K miles on the odometer. The CARFAX indicated the car had been serviced regularly for regular maintenance, and that was all. I tried to negotiate a better deal, due to only one key, no car mats and a whole in the driver side carpet. I ended up purchasing the car for $25.7K with a 5 yr warranty. After purchase my husband said he was suspicious of the rear passenger side panel, as it appeared to have been repaired. Fall was approaching and I brushed it off. I was quite ill during that time. Now that I have fully recovered from pancreatitis, I decided to have my car detailed. The gentleman who detailed it for me, told us that the car had definitely been wrecked, and sustained significant body damage which had been professionally repaired. A car wreck was not indicated/added to the CARFAX report. This is a SIGNIFICANT lack of complete honesty and deception by Germain and CARFAX. I was seriously duped by Germain Toyota. I feel that financial consideration of the above requested ($600) amount is appropriate. I am sending a copy of this BBB report to Germain and the Ohio Atty General's office.

  

  Business response

  07/15/2024

  We understand the customer’s concern. Our manager, Michael spoke to Ms. ***** and has he explained, the Carfax report did not indicate any damage to the vehicle and there was no damage noted by our technicians. There was no deception involved as we are committed to providing an honest and transparent sales experience. This vehicle was sold AS-IS with the customers option to buy an extended warranty to protect themselves from any future mechanical concerns. The customer signed that they acknowledged the purchase of the vehicle being AS-IS. 

  Customer response

  07/16/2024

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

  

  Business response

  07/17/2024

  Our team has reached out to Ms. ***** and will be issuing a check in the amount of $600. She stated she was satisfied with this resolution.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an out of state used Jeep Wrangler Sahar on 4/22 and have had so many difficulties since then. Even though I had delivery issues and lack of communication, I will only focus on the two main problems. Received Jeep on 5/5 and first thing I noticed was no back up camera, although it was specifically listed. Part of my search criteria was factory touchscreen and backup camera. I told ***** since I was buying site unseen it was really important for me to work with someone who would be diligent. The first night of owning it I turned on the headlights and could not see. I could not drive it at night. Because of these two things, I called ***** and I also started working in the background to make an appointment to get my lights fixed, as well as see what the process would be for the backup camera to be installed in the factory stereo. I called 5/6-5/9. ***** texted me back the evening of 5/9 and asked me to send screenshots of the listing where it stated backup camera. Texted him back on 5/10 because I didn't hear from him. Called 5/13-5/14. He texted me back on 5/15 advising he needed to talk to his manager at 9am and would call me back. In the meantime, I paid to have my lights fixed out of pocket to be able to drive at night. ***** called back on 5/16, and once we discussed everything he advised that I was on my own for the lights because they didn't test them at night. He then said they would send a check for $150.He said "let me give you some advice since I used to be in electronics. Use the $150 and get an aftermarket stereo and back up camera in your mirror". I said no, I want the camera in factory stereo as advertised. He tried to argue I didn't have a touch screen. I advised I could send him pics of my stereo as well as the written quote but he said $150 is the best we can do. Since then, I have called Manager ***** ***** four times and left voicemails with no call back. As of now, no check, no resolution, and no communication.

  

  Business response

  07/08/2024

  Our manager ***** ***** has reached out to Ms. ********** to address her concerns and resolve her concerns. Ms. ********** indicated she was happy with the resolution and her vehicle. 

  Customer response

  07/08/2024

  
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint, as they have agreed to paying for the advertised back up camera. ***** ***** advised this request was submitted and check will be received within the next few weeks  

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

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased 2020 toyota rav4 on 11/06/2023. Vehicle was traded in at germain mazda for a Mazda on 12/18/2023. Germain Toyota was asked to file for unused portion refund of auxiliary insurances purchased through Premier Dealer Services, *** *** ****. When phoned Premier Dealer today, said these services were never canceled by germain toyota. My dealings with this dealership revealed a lot of dishonesty, which now includes this. It's why I have a mazda now. The toyota traded in at mazda (bought at germain toyota) has vin *****************. I can't trust them to respond to my request, so am asking for help to get them to do the legitimate work they promised.

  

  Business response

  03/05/2024

  Our business manager, ***** will be reaching out to Ms. ****** as we have been awaiting her to provide us with a copy of the buyer's order from Mazda showing she traded the vehicle in so we can submit the cancellation form. Once we receive this form we can begin the process for her.

  Customer response

  03/13/2024

  [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

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 18, 2023, we were charged $1069.60 to have brake calipers and pads replaced by Germain Toyota. On February 14, 2024, ***** at Central Garage Repair Shop in Pataskala, OH stated that the previously repaired parts were damaged due to the brake hoses not being replaced, which should have been done in October by Germain. He said by industry standard they should have been replaced since brake hoses that old commonly get gummed up and cause this sort of damage, and "any decent mechanic would have known to do that". This is a quote from *****, not me. Mine were 22 years old. I passed this information to *********** D. ****** at Germain today February 16, 2024. I was told the opinion of some mechanic from some shop ***** has never heard of is not going to be taken over the word of a 30 year veteran mechanic. He told me to call Troy the service manager on Monday and then ignored me. I guess their mechanics don't make mistakes? The vehicle is a GM. GM's standard is to replace the brake hoses every 6 years. They were 22 years overdue. What is the point of an industry standard if the industry doesn't follow it, let alone a certified dealership? I asked ***** what his resolution would be and he said he would charge me for a diagnostic test and if what I said is true, Germain would charge the same price again to replace the same parts again and a some extra for the hoses. I have looked at multiple professional sources including GM and they should be replaced by Germain at the time the calipers and pads were replaced. My son put his last savings in his dead great grandma's car so he can get back and forth to school. True story! This is someone in need of critical transportation, and Germain is taking no responsibility when, to me, they should have done better. If they gave my son an option to spend 20 more dollars to protect his investment, I am sure he would have taken it, no one asked him.

  

  Business response

  02/27/2024

  Our General Manager worked with ***** and has resolved his concern.

   

   

  Customer response

  02/29/2024

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. Thank you very much for what you do!  Protect people is a great calling!  
  Regards,
  
  ***** ******

• Initial Complaint

  02/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a car from Germain Toyota on December 29, 2023. For that purchase I traded in my 2021 Honda CRV and purchased a 2024 Toyota Highlander. The finance person at Germain Toyota called Honda financial services which held the lease for my former car for the payoff amount. However, Germain Toyota neglected to pay off the full payout amount. February 2, 2024. I received a phone call from Honda financial services telling me that Germain Toyota did not fully pay off my car and that I would be listed at delinquent for the three credit bureaus, because Germain Toyota did not pay off the car in the amount of $425 . I contacted Germain Toyota and to date. The issue has not been resolved.

  

  Business response

  02/06/2024

  Our pre-owned manager ***** has spoken with Ms. ******** regarding this matter. The $425 difference was sent to Honda on Friday 2/2/24 and the representative assured us that Ms. ******** will not have any late pays reported to her credit bureau since she is currently only 10 days past due. 

   

   

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Germain Toyota Columbus on Nov 6 2023 and car broke down Jan 4th 2024.

  

  Business response

  01/26/2024

  After purchasing and driving for a couple of months, her vehicle experienced an oil consumption issue. This is a common issue for Hyundai and Kia. Because of the year and mileage, she is outside of the manufacturer warranty. Her Hyundai is currently at Great Lakes Hyundai for repair. The repair requires an extensive tear down of her motor and service to its eternal parts. Our management staff has reached out to the Service department at Great Lakes Kia for progress on multiple occasions.
  
  Her Premiere Service agreement only grants her 5 days of rental reimbursement coverage. As a measure of customer service, we gave her a $300.00 allotment towards a rental vehicle. We spoke to ******* and confirmed the check was mailed out this week. During this conversation she informed us that Great Lakes Hyundai called and said her vehicle was ready to pick up.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a vehicle from this company and financed through Toyota Financial and ever since it’s been one dishonest thing after the other. I found out I was being charged for a prepaid maintenance which wasn’t excuted correctly by the dealer hence I can’t use the service but I’m being charged monthly for the service. I have called Toyota Financial and been to the dealership multiple times to cancel the service but it’s been impossible. Toyota Financial service sent me back to the dealership two months ago to cancel, I went to the dealership and signed all the paperwork and I was told I will see the credit on my account in a few days. It’s almost 2 months since I signed the cancellation documents but I haven’t gotten the credit and when I call Toyota Services I’m still being told to go back to the dealer because they need the dealer to correct the error on their end.

  

  Business response

  01/05/2024

  Our finance director spoke to Mrs. ****** today. Advised that we have resolved the issue that was preventing TFS from setting up her prepaid maintenance plan. They will put the policy in force today and we will login to cancel it on Monday. She will receive a full refund for the maintenance plan as long as it has not been used. The warranty was previously cancelled, and those funds have been returned to the lender.

  Customer response

  01/11/2024

  [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

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $4000 for a extended warranty on 2016 Nissan Titan XD which I bought at their dealership on Scarborough blvd when it came to use the warranty I was told it was a limited warranty and the repair would not be covered? When I went to dealership to get my oil changed I found out they not only do not work on diesel vehicles but they don’t even have parts to repair them? So my complaint is that I was talked into taking an extended warranty but find out it only covers free oil changes? I will never buy anything from this dealership or any germain dealership what a deceitful company! $38,000 for a truck I have to pay to get repaired!!!!!

  

  Business response

  10/31/2023

  Our director of our business office has reached out to Mr. ****** and has made arrangements for him to stop by the dealership to complete the necessary documents to cancel the warranty.

  Customer response

  10/31/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20793242
  
  I am rejecting this response because I feel I was told something that was incorrect my fault I agree but none the less I think going forward germain should be clear with future customers on buying used vehicles? I will keep warranty in place but I will never deal a company that is dishonest with their paperwork! Mr ***** from dealership I called him today and he said it best (We wouldn’t sell you a bumper to bumper warranty on a vehicle with 132,000 miles on it but I was told it was a good warranty bumper to bumper? But I will go on my merry way today and enjoy my truck and those free oil changes I will keep paying for? Thanks for nothing GERMAIN TOYOTA ! 
  
  Regards,
  
  **** ******

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I bring in her 2015 rav4 clean for transmission fluid exchange…..3 months later we find out by my mechanic that the fluid was never changed .. I called the manager twice and left messages to no response…. All he has to do is go back to the date my vehicle was their and show us on the camera the work being done

  

  Business response

  10/04/2023

  On 07/29/2023 ******* ***** came in for a transmission fluid exchange. All records indicate with the transmission fluid service was performed and completed on this date. Multiple communication attempts have been made to discuss further with Mr. ***** without a response. He is more than welcome to provide any hard evidence as to why he believes the service has not been performed or is more than welcome to reach out to our service manager, Troy Almanson at ###-###-#### or ************************

  Customer response

  10/05/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20656251
  
  I am rejecting this response because: 
  The Manager just reached out to me on 10/4/23 and I returned his call and left message as I said ….show video of technician changing fluid on my wife’s 2015 Rav4 xle (***** *****) because fluid was very very black
  Regards,
  
  ******* *****

  

  Business response

  10/20/2023

  We are attempting to address this concern with the customer and our service manager has not been able to get in touch to investigate the situation. The customer is more than welcome to reach out to our service manager, Troy for an attempt to rectify is concern with proper documentation and an inspection done at no cost at our dealership. 

   

• Initial Complaint

  09/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 25, 2023, I purchased a 2011 Lexus RX 450h from Germain Toyota of Columbus, Ohio. My family and I drove to Columbus on August 19, 2023, from the Metro Detroit area. The drive to Columbus, Ohio from Detroit, Michigan is 220 miles or 3 hours and 30 minutes one way. We drove to Columbus, Ohio on August 19, 2023, to test drive the vehicle. The staff at Germain Toyota of Columbus was accommodating when it came to answering all of my questions. I explained that my main concern regarding this vehicle was the health of the hybrid battery in the RX 450h. I paid Germain Toyota to complete a multi-inspection on the vehicle. I was informed that the vehicle was fine and the health of the hybrid battery was in good condition. Because of this, I went forth with the purchase of the vehicle on August 25, 2023. Not even 24 hours after owning and driving the vehicle on August 26, 2023, several hazard lights appeared on the dashboard. The check engine light, check brake light, red/orange hazard triangle, and a warning message stating, “check hybrid system”. Seeing these warning lights was alarming and concerning after just receiving the vehicle. On September 1st, 2023, I had the vehicle examined once again for a multi-inspection from another dealership, ******** Toyota of Farmington Hills. After, this inspection it was confirmed that I needed another hybrid battery for the 2011 RX 450h. The approximate price for the hybrid battery replacement is $7,600. I am now to believe that Germain Toyota withheld information from my family and I, regarding the health of the hybrid battery. I would assume this was done so to simply complete a sale, instead of being honest and providing all information regarding the vehicle to me prior to the purchase. Now knowing that I will need a new battery makes this experience extremely frustrating and costly.

  

  Business response

  10/03/2023

  This vehicle went through our AS-IS inspection and a customer paid pre-purchase inspection.   Aside from brakes during the original inspection and replacing the banjo bolt on the requested inspection, there were no other issues found.  Unfortunately, an inspection does not guarantee that the vehicle will not fail.  Our pre-owned manager, ***** ***** is available to speak directly with Ms. ****** regarding any questions and can be reached at ###-###-####.

  Customer response

  10/05/2023

  although a pre-inspection was completed in addition to the inspection I paid for myself, not even 24 hours after owning the vehicle the "check hybrid system" light appeared on the dashboard which indicates that the hybrid battery needs to be replaced. Hazard lights such as those do not appear overnight and there are several signs that would tell a dealership full of Toyota technicians and mechanics that specialize in Toyota and Lexus vehicles that something is wrong with the battery and that the hybrid battery is failing. Customers that own hybrid vehicles created by Toyota and Lexus exclusively take their vehicles to those appropriate dealerships when issues regarding the hybrid battery arise.  
  
  The response from the dealership saying, "Unfortunately, an inspection does not guarantee that the vehicle will not fail", is simply unacceptable. Customers including myself, pay for multi-point inspections such as these to bring awareness to any issues that a vehicle currently has and what hazards will potentially arise in the future. The vehicle is scanned for error codes, faulty wires, maintenance that will arise in the future, and so forth. 
  
  Until the lack of awareness, sincerity, and care that was expressed to my family and I at the time of purchase and before the time of purchase (due to lack of transparency regarding the health of the hybrid battery) is acknowledged and the offering of a new hybrid battery is offered to my family and I for the vehicle, I will continue to reject any responses from the dealership in the future in regard to the matter. 
  

*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. ↩