ComplaintsforGermain Honda of Dublin

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car to get a repair done I had a leaking valve cover gasket and the incompetent predatory people showed their true colors once again . Where do I begin, I asked them to fix a non working light on my rear view mirror and then ended up getting a broke windshield broken front drivers seat and more lies and the run around then I ever wanted to in my life . But mind you this is a business I filed a complaint with at the ************************ about them Lying shortly after purchasing my car that I needed front struts on my car to **** more money out of me . I took my car back a total of 3 times and they are saying a brand new mirror isnt working and the imbecile service manager told me I would have to shine a flash light on or to get it to work. How laughable its supposed to be green not by shining a light on it. I was also promised by the service manager that he was going to order a part in for my seat as you can see its broke in half. I do not and will never trust them again 3 times is not a charm . The first day I dropped my car off I heard an angry woman saying she would never be back . Why hasnt this business been reported to the **** I can imagine an investigation would be eye opening. I want to know how the service manager would feel if this was his car ???? Enlighten me . They never planned on fixing it in hopes I would buy another one. 2 words : Smoke and Mirrors . What a facade

  

  Business response

  07/30/2024

  The below is from our service manager:

  I spoke with her in person. I had ****** look at her vehicle personally. She stated there was not power to the mirror and it is not operating correctly. ****** checked her claim that there is no power to the mirror. There is and the mirror is working as designed. I explained to her what ****** told me. The green lights are actually light sensors not lights. You can shine a light on the mirror and see them. They are the sensors that dim the mirror when you have a vehicle behind you. There is a ******* video that shows that exact thing. She is a previous customer of **************** **********. They kindly told her to never come back there. We have worked on her vehicle several times. Every time she complains of an issue. We have spent more money internally paying for repairs on her vehicle than she has here because of it. The mirror is operating as designed. There is no more we can do mechanically. I dont see in her pictures anything broken on the seat. I can have Ally call her to get more information about that.
  

  Customer response

  07/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22053786
  
  I am rejecting this response because: 
  
  Regards,
  
  *******************************

• Initial Complaint

  06/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a car on 05/04. They did not give us a copy of the car fax. The title also hasnt shown up and they wont give me an extension on my temporary tag. Without the title, I am forced to drive with an expired tag. I have sent numerous emails, sent texts, and called to try to get help. They have ignored me and made this whole experience awful. My car also had a hub cap fall off and battery for the car key die within 2 weeks of the purchase. In person, they said theyd contact me to help. Like all the other issues, its been weeks and theyve refused to even attempt to help. Some employees blamed their lack of help on being uneducated about a computer. This difficult task just included sending an email, which they used to respond to the request. Overall, theyve been extremely frustrating, unhelpful, and overall a terrible experience.

  

  Business response

  06/21/2024

  We have issued a second temporary tag and have notified the customer that her memorandum title will be emailed directly to her. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Just bought a 2018 Lincoln Navigator L and within 3 days, the cam phasers in the engine are rattling. The $5K extended warranty they sold me has said they will not cover it, even though I had a Germain Ford dealer diagnose the issue. Very dissapointed as it is a $3800 repair. Now after I just got my vehicle back from them repairing the rims, there is a leak from the front (maybe coolant). I sure hope they didn’t sell me a lemon.

  

  Business response

  04/30/2024

  Our manager spoke to Mr. ****** and he will be bringing the navigator in to our dealership to see how we may assist. 

  Customer response

  05/10/2024

  '***** ******' via Dispute Resolution - Shared Inbox <[email protected]>
  Attachments
  Thu, May 9, 8:28 PM (15 hours ago)
  to Better
  
  Complaint number ********.
  
  Took car into dealership and we are still working out a repair deal to resolve the matter. They have acknowledged there is an engine problem, but they are not equipped to do the repair. 
  
  ***** ******
  

  
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I purchased a 2021 Honda CR-V from this location and purchased the VIP Maintenance plan. My wife took her car in to get an oil change using the VIP maintenance plan, which is included for free. When she was talking to the service associate, he pointed out that there were recommended transmission and brake fluid flushes totaling $450 in work. My wife said she would call me and check if she should approve these services. He said he would send the car back for the complementary inspection and would check with her before they started the other services. He then returned and presented her with a $450 receipt. She said she only wanted the oil change and tire rotation that were included with our VIP package, but the service associate said they probably already started the fluid flushes. He then returned and said he was able to get her a price that was less than the initial cost he presented (this cost was the same anyone off the streeet would get), but still more than the $0 that we planned on paying. The service associate then ushered her to the checkout counter to pay and because she was by herself, she didn't know that by signing the invoice she had retroactively approved the work being done despite never approving it in the first place. This was a very predatory business practice and we will not be returning to this location. We would also like remaining years of our VIP maintenance package to be cancelled and refunded because I don't want to risk work being done on our vehicle that we didn't approve the next time we go to get an oil change.

  

  Business response

  04/25/2024

  We sincerely apologize to Mr. and Mrs. ******* for their experience and will be issuing a refund for the services they did not approve. This most certainly isn't the way we do business here at Germain and will be addressed by our service manager. 

  Customer response

  05/03/2024

  [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

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Honda Pilot in September 2022 from Germain Honda of Dublin. Part of the agreement was that they would replace the two tires that were not replaced when the vehicle was acquired by the dealership (two of the tires were replaced before it was put up for sale). I had read that all-wheel drive cars handle better when all tires are replaced at the same time which is why I asked for that to be done. Recently (December 2023) I had to visit a tire shop because there was a nail in my tire. The technician there advised me that I needed to replace the front two tires soon because of how low the tread was. They pointed out to me that those tires were from 2019 and the rear two were not as worn and from 2021. I took my car to another tire shop and explained that all the tire were supposed to have been replaced in September 2022. The technician there agreed that the 2019 tires looked like they had not been replaced at that time. I returned to to Germain of Honda today and asked to see the completed work order from when the tires were replaced. After a long wait, I was told that the paperwork could “not be found“ and that there was nothing they would further do to rectify the situation, since there was no paper trail. I feel as though they owe me the two NEW tires that they promised me with the original sale or should be able to produce the paperwork that the tires were done as promised.

  

  Business response

  02/29/2024

  Our General Manager, **** ******* has spoken to Ms. ******** and informed her that we will be installing two new tires on her vehicle.

   

   

  Customer response

  03/01/2024

  [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. I thank Mr. ******* for promptly reaching out to me to make it right. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 31, 2023 I (****** P ******) purchased a certified used Honda Clarity from the Germain dealership in Dublin OH. I drove it home to Arizona after the purchase (no incidents). It was soon discovered thereafter that some undisclosed damage to the vehicle, along with other unresolved issues, exist with this vehicle. All of these findings should have been discovered and resolved by Honda's Certified used inspection program and were not. I now wonder what else could be wrong with this vehicle. I have reached out directly to Germain Honda once by phone and twice by email with no response. The estimated repair cost for the undisclosed damage by a 3rd party is $6,227.81. The other issues discovered so far should be covered by the Warranty but won't know for sure until it goes in for servicing (appointment is scheduled with local Honda dealer). Based on this experience so far I cannot recommend to anyone with any confidence to buy a Certified used Honda because the program has failed me.

  

  Business response

  01/26/2024

  ****** ******* <**********************>
  Tue, Jan 23, 1:49 PM (3 days ago)
  to [email protected]
  
  To whom it may concern, ****** ****** mentions a third party estimate in his complaint, but no estimate was attached. Did he by chance send one and it was forwarded?
  
   
  
  ***
  
   
  
  ****** *******
  Customer Relations/Online Reputation Manager
  Germain Motor Company

  Customer response

  01/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21181102
  
  I am rejecting this response because: 
  I have attached the requested information in this response.
  Regards,
  
  ****** P ******

  

  Business response

  05/01/2024

  Our team will be more than happy to reimburse the client the amount of the A/C repair as it did seem to have a minor leak. If Mr. ****** chooses to accept our help on the repair cost reimbursement of the A/C unit, we will need the confirmed address of where to mail a check. If they provide us with an email address, we can also provide tracking information for the check. They can reach out to our GSM, ***** **** at [email protected] to move forward with the reimbursement. 
  
  As far as the body damage to the vehicle is concerned, we will not be participating in the repair cost. The supporting documents, photos, and condition report as to when the car was bought, reconditioned, and sold do not show any evidence of it being damaged. The vehicle was driven across the country and the customer assumingly was in and out of it several times for fuel alone, certainly that damage would have been noticed before the week passed until it was brought to our attention for the first time. 

  Customer response

  05/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21181102
  
  I am rejecting this response because: 
  The warranty covered the A/C repairs. The full scope of the undisclosed damage to the body was not fully realised until the repair to the A/C was performed (the dent in the hood was just the tip of the iceberg). No “evidence” as to the condition of the body has been provided from Germain Honda. We on the other hand have supplied ample evidence showing that the full certified inspection of this vehicle was not performed (not the least of which was selling a vehicle with a damaged A/C system).  I traveled from OH to AZ in two days. My wife noticed the dent in the hood in the full light of the AZ sun and we immediately took it in for assessment and got the process started (to this day the undisclosed damage is still difficult to spot unless you’re looking for it, it could easily be mistaken as part of the design to the untrained eye.)
  Regards,
  
  ****** P ******

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a pre-owned Honda certified 2018 Odyssey in March 2023 from Germain Honda in Dublin, OH. When I went to get my vehicle serviced at a different Honda location in Dec 2023 (in Indianapolis), they informed me that Germain Honda had not put our names as the owner of the pre-owned van in the Honda system, therefore we could not claim the 1 year warranty that we purchased with the vehicle. I have left dozens of voicemails with Germain Honda, and even contacted Honda corporate. Germain is the only location that can fix this issue. All I want is the warranty instated that I paid for. Currently my daily driver, the van described above, is being driven to and from work, and transporting my three kids under the age of 5, with a faulty alternator, awaiting resolution. I also paid for an oil change out of pocket.

  

  Business response

  01/12/2024

  We are actively working this complaint and have been in contact with the customer. The fuel pump is involved in a recall, and we are developing a plan on how to move forward to assist the customer until the recall is resolved. We have notified the customer that we will follow up with them with a planned resolution. 

   

  Customer response

  01/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21128793
  
  I am rejecting this response because: 

  I paid for a Honda Certified pre-owned vehicle. What I received was a pre-owned vehicle without the Honda pre-owned certification. Until my vehicle is in my name as a Honda certified pre-owned vechicle, this issue is not resolved. I did not receive what I paid for.
  

  Currently I am driving around with a faulty alternator because this business cannot resolve a mistake they have made. No one has approached me about a solution while they are attempting to fix an issue in Honda’s system, instead they are allowing me to drive my 3 kids under the age of 5 around in a car that is faulty in the middle of winter. This has been outstanding for over a month. Communication is not the solution, actions are.
  
  Regards,
  
  ***** ****

  

  Business response

  01/29/2024

  The customer's vehicle is scheduled for service on the alternator at Penske on February 16th. We have notified Penske that Honda of Dublin will be responsible for this repair. We also notified Mr and Mrs **** that we will cover this cost so they can coordinate payment for the repair.

  At the time they purchased the vehicle and recall was issued and we were unable to complete the recall before their purchase. The vehicle cannot be certified until the vehicle recall is completed. This has been explained to Mr. and Mrs ****. Penske is going to attempt to complete the recall while they have the car in for the alternator. Once the recall is completed the certification of the car can be completed. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  , I am the owner of a 2005 Honda accord. My Honda battery died for the fourth time in recent months. I contacted Aaa to tow my car to Germain Honda in Dublin Ohio. On October 30, 2023. Aaa notified me that I am out of service calls. The Honda battery is very clearly to be covered under warranty. The AAA technician stated that the battery was dead and needed to be replaced by the Honda warranty. Germaine Honda contacted me today November 1 and are refusing to honor the Honda battery warranty. I am requesting germaine Honda to finish the job and honor the warranty of the dead battery.

  

  Business response

  11/07/2023

  Our dealership had the vehicle back in to our shop and found that the issue was caused by the radio and not the battery. The vehicle is fixed and returned to the customer.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Bought a used car with safety issues that the dealership never disclosed before sale. When brought to the dealership's attention, I was brushed off and ignored.

  

  Business response

  07/20/2023

  Our records indicate that our Pre-owned Manager **** *** was in email communications with ****** and clearly invited him into the dealership for us to inspect the vehicle. ******, never responded to this invitation. Our team needs to inspect the vehicle to determine what exactly is the concern before moving forward. 

  Customer response

  09/06/2023

  ****** ****** <********************>
  Fri, Sep 1, 9:18 PM (5 days ago)
  to [email protected]
  
  To whom it may concern,
  
  Please close my complaint against Germain Honda of Dublin. They have made steps toward resolution. I no longer feel the complaint necessary.
  
  Thanks, and kind regards,
  ****** ****** 

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/28/2023 I ******* ****** purchased a vehicle from Germain Honda of Dublin for 8k cash! I’ve been having the car for about two weeks now and it’s been nothing but a nightmare! 24 hours after buying the car the exhaust broke I paid $403.13. The same day I went to replace a headlight and the hood latch broke $63. After about a week every like on the dash has came on and won’t go off and the car needs wheel bearings and shocks all the way around. The shocks wear $342.87 and the wheel bearings wear $330. The back up camera goes in and out. Now the transmission is going out i took the vehicle to aamco to get diagnostics ran on the transmission $125 they want $2900 to rebuild the transmission. I have reached out to Germain to try and handle this situation and nobody will call me back and when they transfer me around all they do is hang up.I have called over 15 times in a week left messages and let my information with front desk to get somebody to call me back and I’ve got nothing in return I haven’t even had this car 45 the paper tags are still good and I feel like they know they sold me a bad vehicle that’s why won’t nobody take my calls or reach back out.

  

  Business response

  05/18/2023

  Mr. ****** has visited our dealership on 5/17/2023 and our team is in the process of buying the vehicle back from him.

  Customer response

  05/26/2023

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

  
  

  (380) 209-5309

  ****** , ******* 20060121

  Germain Honda of Dublin

  May 26, 2023 11:46 AM

  
  

*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. ↩