ComplaintsforGermain Toyota of Columbus

• 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. 
  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently bought a 2015 Ford Mustang Ecoboost Premium (80,001 Miles at time of purchase) from Germain Toyota of Columbus dealership on August 9th, 2023, and informed me they spent $2,500 on inspection on the car. As soon as I drove it off the lot (at approximately 11:21PM on the same day, 2 hours after purchase), I received a check engine light (turbo over-boost, 2 cylinder misfires and intake leak. Also have screenshot proof of date and time of OBD scan at 11:21PM of date of purchase) and airbag light. On September 1st, 2023, the car's engine blew in the middle of the highway and oil leaked everywhere. I haven't even had the car 30 days. The car was sold to me "as is" but as they know, If their dealership doesn’t repair, refund, or replace my vehicle, I will have to take the extra measure and go the legal route, as well as going to every reviewer there is. Thank you.

  

  Business response

  09/07/2023

  ******* purchased an AS-IS vehicle and denied our offer for a warranty to protect his purchase. After leaving our dealership he stated his check engine light came on, but he didn’t feel it was a concern and didn’t contact our dealership until the 18th to notify our salesperson of any issues but said “it’s all right, easy fixes. He then called in 2 weeks later saying the vehicle broke down on the interstate.  Our sales manager has discussed this situation with ******* and his father letting them know that there is no 30-day warranty, and the purchase was AS-IS. 

  Customer response

  09/15/2023

  I have been informed by Ford that the engine that’s currently in the vehicle is not the factory engine and has been replaced with a used engine. Germain Toyota of Columbus failed to inform me of this when I purchased the vehicle. When you buy a car, there is a reasonable expectation that all major parts, including the engine, are factory original unless stated otherwise (which was not in my case).
  

  

  Business response

  09/26/2023

  As we stated in our first response, the vehicle was sold AS-IS! Upon contact from the customer, he admitted that his check engine light came on and he continued driving the vehicle and then the vehicle broke down on the side of the road. His continually driving of the vehicle would have caused damage to either a factory engine or a used engine. Germain Toyota cannot be held responsible for decisions made by the customer and for concerns with the vehicle we were not made aware of until after the fact. 

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've being going to Germain Toyota service center since 2020. I am writing regarding unfair practice, I experienced at Germain Toyota located at **** *********** ***** ********* ** ***** on June 5, 2023. I scheduled an oil change only for my 2008 Toyota Avalon on June 5th at 2:15pm. I arrived at 2:00 pm and checked in. I informed the Germain employee; my tire pressure light was on and requested they refill my tire with air. Due to weather temperatures my tire pressure changes and I usually stop in for the service team to adjust my tire pressure. The Germain employee replies "If it's another issue with the tire the cost is $49.50 to perform the service to fix the issue." Puzzled by the Germain employee response; I replied "No sir! Just put air in the tire please." I advised the Germain employee my keys were in my vehicle and we moved forward with the scheduled oil change. At 2:09 pm I received a text stating the following: Vehicle Check-In Completed: Click here to see your Vehicle Check In Documents ****************. We will be following up shortly with an update regarding your MultiPoint Inspection results. Make sure to view them as soon as possible in the event the technician has any recommendations. Nowhere in the text does it states there was a tire valve issue and that it would be replaced, tightened and no verbal communication as a follow-up from the Germain employee. At 3:57pm, I received another text stating my vehicle is all serviced and ready. I went to the cashier to pay for my service and the cashier stated the total cost is $82.74. I replied that's incorrect I only requested an oil change. She insisted I speak to the Assistant Service Manager. I asked the Assistant Service Manager "Why am I being charged for service I didn't approve of?" The Assistant Service Manager reapplied “It's on the service order" and preceded to give me options regarding the release on my vehicle. The Assistant Service Manager stated in a condescending tone: "You have 2 options Mr. ******" "Option 1. You pay the invoice in full and speak with a manager in the morning" "Option 2. You leave your vehicle and come pickup it in the morning." I felt I was being forced to pay for services I did not authorize. I went back and forth with the Assistant Service Manager regarding my concern. The Assistant Service Manager’s tone was extremely indifferent and he continuously repeated the only options he developed for me. It's now around 5pm and I made zero progress with the Cashier or the Assistant Service Manager regarding the unauthorized service to my vehicle. I contacted the Columbus Police Department and filed complaint # ********* at around 5:41pm. Frustrated and confused I walked out to my vehicle and noticed my tires had be rearranged. I approach the Assistant Service Manager regarding this and he again dismissed my concern. And stated no one rearranged my tires. Now I'm really upset and more frustrated and walked back to my car. Around 5:45pm, the Sales Manager comes outside and approaches me and states "Mr. ****** we're going to take $20 off you service cost." I replied "Sir that's not acceptable because 2 services have been performed on my vehicle without my signed consent." I had a 15 minute conversation the Sales Manager regarding their service policy. The Sales Manager finally adjusted my invoice to oil change as I scheduled earlier. I paid and finally my vehicle keys was given to me. It's now 6:00pm; almost 2hrs after my oil change was completed.

  

  Business response

  07/10/2023

  On June 5th Mr. ****** came in for an oil change service and had mentioned that he was having issues with his tire pressure. Per Mr. ******’s statement his Assistant Service Manager documented a concern line of “Customer state’s one of his tires keeps losing air, is unsure of which tire it is please check and advise”. See attachment of the repair order written at time of check in.
  
  Included in the “vehicle check-in completed” document in which he received would have been a documented line of the statement included on his Repair Order. At that time there was no mention to his assistant service manager that he did not wish to have the concern diagnosed. After his check-in was completed, his technician moved forward with a diagnosis of the concern Mr. ****** had stated. The technician had identified the cause of his concern which was the result of a valve stem issue. Due to a software issue with the multipoint inspection tool, there was miscommunication between the assistant service manager and Mr. ******. Due to this miscommunication our acting Used Car sales director at the time chose not to charge Mr. ****** for the service he had disagreed with to rectify his concern.

   

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Feb 19, 2022 I took my 2011 Toyota Tundra Transmission Fluid Flush. May 1. 23 my check engine light and 4Lo light is matthew kach said my transmission problem is I need a transmission cost 9000 dollar. I didn't have problem until I Germain Toyota work on my truck I wasn't my truck in the same condition it was Feb 2022.

  

  Business response

  06/06/2023

  On February 19th, 2022, ****** **** came in with his 2011 Toyota Tundra, Vin ending in BX162933. At that time Mr. **** requested a standard transmission fluid service to be performed by one of Germain Toyota’s factory trained technicians. The transmission fluid service was performed at 117,820 miles and was the first time Mr. ****** vehicle had been in for service at Germain Toyota Of Columbus. The vehicle was returned to Mr. **** directly after service, at no time were there any issues or concerns from the referenced service on 02/19/2023 brought to Germain Toyota’s attention.
  
  On April 28th, 2023, ****** **** returned with the vehicle stating that there was a concern. Per Mr. **** the 2011 Toyota Tundra, Vin ending in ******** was shifting harshly and had a Check Engine, Traction and 4LO fault light on. Mr. **** requested that the concern was diagnosed by a Germain Toyota factory trained technician and that he was informed of the repairs needed to correct the concern. During the inspection of Mr. ****** vehicle, a Germain Toyota factory trained technician identified that the 2011 Toyota Tundra, Vin ending in ******** had issues with multiple shift solenoids within the transmission valve body. The transmission fluid in the vehicle at the time of the inspection was burnt and contaminated with metal shavings as a result of the part failure referenced. This in turn resulted in erratic shifting around thirty to forty miles per hour or in between third and fourth gear. Mr. **** was quoted a full transmission replacement at this time to resolve the concern. Mr. **** declined the repair.

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Where to start..we’ve had sooooo many bad experiences with this specific location within the last 2 years. but most recently and certainly more seriously my wife had been complaining of a loud almost “humming” sound coming from one of the front tires when getting onto the freeway mostly (so at higher speeds). long story short, she had been complaining about it since early November, immediately we brought it in to be checked. After the service appointment, we were told that it was simply our “newish” tires being wore and that they were doing a rotation that should help a little but we would still hear a noise. The sound got progressively worse to the point that we thought a tire could potentially fall off it was so loud and she was intentionally avoiding freeways (just in case) and that caused some pretty significant inconveniences in our life. after a few different service calls, where they would take the car on the freeway just to give it back saying “they took it on the freeway, and everything sounds good” we finally got fed up took the car to discount tires to get the “worn tires” fixed and that’s when they informed us that our tires are actually in great shape. we then called Toyota and asked that they actually take the time to make SURE it’s nothing serious. This was march 27th That’s when they informed us that it was actually a bad wheel bearing. Now, we like to keep up on our car, as to avoid this kind of thing happening because my wife uses her vehicle to drive our 2 kids around in, and the thought of them being put in real danger anytime she decided to take the freeway “or any high speed roadway” because of a very serious misdiagnosis like that, is honestly a little infuriating. Like I said, we’ve had multiple issues with this dealership, but this one..I personally feel like should be addressed, because it very well could have ended very badly for my wife and kids had that bearing locked up..especially while traveling at higher speeds. Also car detail

  

  Business response

  05/12/2023

  We are sorry to learn that Mr. ******** is unhappy with our service department. After Mr. ********** November appointment their vehicle was brought back to our dealership twice before the April appointment. The drivability concern was never mentioned on either of these visits according to our records. R/O 511552 and 511064. It wasn’t until they returned in April that it was mentioned again and at this time our service department discovered that the wheel bearing needed to be replaced. After the replacement, the vehicle ran according to standard with no drivability issues. Our new Service Director, **** ********, will be reaching out to Mr. ******** to further discuss this matter with him.

  Customer response

  05/12/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20010354
  
  I am rejecting this response because: we were told to not pay too much attention to the sound that was being made when traveling at high speeds because it was a simple case of the tires being worn. We put our trust in your word, throughout the few months that the sound got continuously worse the few service appointments that we had, once I can recall tech Mohogany mentioning that the car was taken on the freeway and everything sounds great. So what exactly were we suppose to report, when we were being told that the sound was “normal” and that we shouldn’t be too concerned with it. I have plenty of family members that would be willing to attest to the fact that the noise got progressively worse in that time period. By November it had gotten so bad that it had to be addressed because we were weary to take it on the freeway.

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

• Initial Complaint

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My mom paid FULL STICKER PRICE for a BRAND NEW Carrolla, just to find out the car had been damaged prior her becoming the 1st owner. The dealership DID NOT disclose the car had been damaged or that it had been repaired W/OUT paperwork for a warranty claim which voided her warranty, or discount the price for selling a damaged car. Once the REPAIR FAILED and discovered a call was placed to the dealership, at which time the manager BUDDY stated he had no records of the damages or repairs and would have to research this with another dealer, speak to the area manager, and then would return a call in a couple days to let us know what they could do. Since this conversation BUDDY not only has not followed through with his commitment, he has also avoided all calls and not returned any attempts made to reach out to him.

  

  Business response

  04/06/2023

  Our sales manager ******* spoke to ****** on 4/5. ****** will be visiting our dealership on Saturday 4/8 to see how we may be able to assist with his mother's concerns.

  Customer response

  05/22/2023

  Germain sold a new car to my mom at new car sticker pricing in 2009 without disclosing the vehicle had extensive repairs made. When the repairs had failed we took the vehicle back to the dealer and their body shop said the repairs that were made were substandard work and any work done at a dealer shop carries a lifetime warranty. What all was repaired was the hood, front bumper, drivers quarter panel and drivers front door. The correspondence has been going on for months and we have to chase them down to get any info. Now the dealer refuses to make the repairs and states only white cars carry a warranty and cannot honor a warranty because our car is grey.
  

  
  

  

  Business response

  05/22/2023

  We have addressed the customers concerns directly with him. The consumer is wanting our dealership and Toyota to cover painting areas of his vehicle that have sun fading. This is not covered by the dealership or the manufacturer. 

  Customer response

  05/22/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19897740
  
  I am rejecting this response because multiple reasons, the facts are as follows:

  The start of this entire claim was due to the fact the vehicle was sold as a "new" vehicle and was priced accordingly. The dealer did not disclose that the vehicle had been wrecked and repaired. The extent of damages to the vehicle was significant as the associates who assessed the vehicle noted the front bumper, drivers quarter panel, drivers door and hood were all repaired.

  The New Car Sales Manager l, ******* stated that he understood and the damages and repairs should of been disclosed and for that the dealer would fix the failed repairs at cost  workmanship at cost. It was requested that the vehicle was brought into the dealer so they could assess damages and repairs. At the time when the vehicle was brought it there were 3 associates of the dealer who worked in the collision center (1 manager, and 2 techs) who viewed the repairs made by the dealer body shop. They all stated that the repairs had failed due to shoddy and substandard workmanship. They also stated that Toyota offers a lifetime warranty for all work done by Toyota dealers so there would be no cost to correct the substandard repairs previously performed. With this information we revisited the Sales Manager who then blew it case off.

  After continued follow ups we were later told that Toyota only honors lifetime warranty to white cars (ours is grey).

  Only now that the case has made official  complaints of record, the failed repairs are now minimized as sun fading.

  PLEASE NOTE: We are continually told that it's a 15 year old car, and the dealer dismisses 15 years ago they unethically sold a NEW CAR for a NEW CAR price without consideration to any discounts which would of been addressed had the wreck and repairs been disclosed. To date we've only requested the repairs to the substandard work be addressed, but now we believe that their gross misconduct from 2009 to present which cost time, energy and stress should have reparations.

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

• Initial Complaint

  03/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I bought a 2010 honda civic from Germain in July 2022. I traded in my 2020 Toyota highlander, which I had purchased from them in 2020. They gave me a low offer on my Highlander, and I told them I would sell the car to someone else for $3000 more than Germain had offered. They said that was fine, but later they said they would agree to my asking price for the Highlander. They agreed because they added the $3000 to my new car as an open-ended credit account. I was not made aware of this at the time of signing the documentation. I just found out about this open credit account when I opened a Nerdwallet account last month. That's where I saw the account on my credit report, and it was hidden under the name "Gs Bank Usa (1200)." I traded the Honda in, in November of 2022 for a 2012 Toyota Camry. It appears they added another open-ended account that I was also unaware of. It's under the name "Ccb/Toyota (4099)." I have had a lot of trouble contacting them trying to get copies of my paperwork so I can see what these accounts are. Anytime I am able to contact someone via phone or website chat (Which isn't very often). They tell me a salesperson will get back to me and they never do. I was not even aware of any interest on the accounts or anything like that. To my knowledge, I was only getting a car loan. I was not aware they were opening credit accounts in my name without my permission. I feel what they did is illegal, and I want them removed from my credit report.

  

  Business response

  03/20/2023

  After our finance manager spoke to the customer, the customer realized he applied for a 3rd party credit card himself (Apple Credit Card) a few weeks before he came to buy his first car in July 2022. He did not remember the timeline and assumed that he got the credit card thru us.  He had issues with this car, so he traded it in a few months later in November 2022. A Toyota Credit Card was issued at this time but he never used it. He used his own credit card instead. He remembers all of this now. His only concern is that he forgot he applied for these credit cards. We offered the customer duplicate copies of his paperwork and provided a personal contact number in case he has any other issues. After this conversation the customer was satisfied and ok with the outcome. 

  Customer response

  03/20/2023

  [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 feel pretty embarrassed that I jumped to conclusions. The cryptic name of the credit card as well as the timeline of everything. Plus, My salesman had added on a lot of charges to the car that I was unaware of. It Made me wonder if it was something that my salesman added on. Thanks for the quick response and sincerest apologies to everyone involved.

  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** ************

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  • Vehicle was taken to this Toyota location after accident roughly 8 months ago. o Parts were replaced by dealership during the repair of the car after the accident. o Toyota committed under contract to take the car back to original condition before the accident. ? Original condition was not met. o Customer took the car back into business do to excessive tire wear on the front and rear passenger side tires, rattling, and shaking on the front passenger side. ? Toyota worked to review the car. • It was found that there was excessive tire wear on the front passenger side and wear on the rear passenger side that did not match the driver side of the vehicle and the tires should be replaced. • It was found that the rear alignment was out and could not be easily realigned due to corroded bolts. o This was not fixed during the initial realignment. o Alignment was knocked out during the accident. ? Toyota did not take the time to remove the corroded blots and realign the rear. • Tire wear occurred over the 8 months due to the rear alignment issue and worn components that did not match the specifications of a new component. ? Toyota replaced the front driver strut during the initial repair, and placed a new tire on the front left of the vehicle. • It is known industry wide that when a strut or tire is replaced on one side it should be recommended to the customer to replace the other side due to tire and component wear issues. o (You would not replace break pads on one side of the vehicle) • Toyota found that the rotor and pads were worn more on the passenger side • Toyota found that the sway bar linkage was also work on the passenger side • By replacing a single strut can results in limited life of the components and tires on the opposite side. ? Toyota did not recommend any other components to be replaced at the time of service. Service manager did agree that this should have been done and would never recommend replacing one strut. • This resulted in tires and components wearing ? Toyota would not support fixing the issue.

  

  Business response

  12/22/2022

  Customer returned over 8 months later and with over 25,569 more miles after the collision repairs.  
  
  Initially when the car came in the alignment was ok.  See attached pics. 
  
  We had **** our master diagnostic tech, review the customer concerns.  

  I advised the customer that our master diagnostic tech performed an inspection. And revealed both struts were good and did not require replacement.  We did put it on the alignment machine and verified at this time the RIGHT REAR centric.  (Alignment adjusting bolt) is seized up and would require replacement. Customer was given an estimate.  
  
  The vehicle has seen little to no maintenance since being picked up.  We offered at the time to help support the customer by discounting labor and parts as a customer satisfaction gesture.  
  
  We feel that moving forward the customer can pay for 100% of the repair.  

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** ******** traded her former car into salesman as down payment and paid $12,000 for 2009 Camry. It needs bodywork done on both sides that should have been before having her pick it up. He said he would do a few things to fix it up. An additional $70 had to be paid for detailing and that was all and he is refusing to do anything else. To resolve: There are creases down both sides in both rear fender wells that need to be repaired and painted to prevent rusting. There is a 6" scrape down into the paint on the passenger rear door that needs the same type of repair and paint protection.

  

  Business response

  11/14/2022

  All  our pre-owned vehicles are sold as is. As a goodwill gesture we have cleaned, buffed and provided dent repairs multiple times on this vehicle that was sold almost a year ago. We are no longer responsible for an further repairs or cleaning to this vehicle. 

*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. ↩