Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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 Answer

  Date: 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

  Date:01/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:11/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  , 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

  Date: 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

  Date:07/19/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  
  

• Initial Complaint

  Date:04/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February 2022 I purchased a 2019 Honda Pilot from Germain Honda of Dublin ( 28k miles). By February 2023 it needed a new transmission as a leak was evident during a routine oil change. We were told this was covered by the certified Honda warranty and that the leak was minimal so I was able to take my car home and they would call me when the NEW TRANSMISSION was in. After 2+ weeks I still had not received any correspondence regarding the part so I called. This is when things started to unravel. First, we were told that they never took the pictures required for approval of the warranty. I asked to speak with a supervisor as that was not acceptable. When we spoke with the supervisor the story changed, they said they called me and left messages ( false) they said that the pictures were taken but they needed better ones, and they blamed me for not reaching out sooner. After a call with the manager and against my gut I brought the car back to have the transmission fixed. Now, as of today, less than a month after getting my car back, every warning possible has gone off on the dash...We brought the car in today, told them what was wrong, they said they fixed what was wrong but " every light on the dash was lighting up" Umm yes that is why the we brought the car in... Oh well that will be $1200 to fix. What does it even mean to have a certified Honda that was purchased 14 months ago that only has 40k miles on it if it is not covering this. Also a simple google search will acknowledge this is a known issue. The service advisors are less than competent, the managers are even worse, and it will be a cold day in hell before we return. I knew not to go to Germain, they have a terrible reputation but I did it any way. SHAME on me. If I can save others the hassle by simple saying DON'T DO IT, find another dealership, then I suppose all of this trouble is not completely in vain.

  

  Business Response

  Date: 04/20/2023

  We reached out to the customer on 4/14/23 and left a voicemail stating that we made a mistake reviewing her vehicle. The customer has a certified preowned extended warranty through Honda. The purge valve was replaced, and the customer was charged $200. The second repair needed was a multi miller wave radar to correct the customer’s concern and is roughly $1000. The advisor made a mistake and attempted to charge the customer for that repair. Both repairs are covered under the warranty. As of today 4/20/23 we have not heard back from the customer.
  
  We need to refund the customer for the original repair and replace the radar under warranty. We have not heard back from the customer yet. She can reach out directly to our Service Manager **** ******* to set up the warranty repair as well as the refund he can be reached at ###-###-####.

• Initial Complaint

  Date:04/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my taillight replaced on 3/20/23 and two days later discovered that the button inside my trunk no longer worked (it worked fine prior to my taillight replacement). I called Germain immediately and scheduled an appointment for 3/24/33. At that visit I was initially told that the technicians who replaced my taillight probably forgot to reconnect something and it should only take a few minutes to rectify. An hour later, I was told that it was actually going to be a$1000 repair— for something that THEY broke!! The lady said she would need to speak to the service manager, but 30 minutes later she came back and said he wasn’t available but she would order the part that was needed anyway. I made it very clear that I would not be paying for anything. It has now been two weeks and I have left 5 messages, including 2 for service manager ****, and have yet to hear back from anyone about this issue.

  

  Business Response

  Date: 04/05/2023

  The first voicemail our service manager **** received from her was Tuesday April 4th at 8:30 a.m. **** got right back to her and expedited the situation. We are not sure who she spoke to the first time and apologized for our lack of communication. We are taking care of the situation at no cost to the customer. She is scheduled for Friday at 10:00am to have the part replaced.

  Customer Answer

  Date: 04/05/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19892837
  
  I am rejecting this response because: 
  Actually my first message for **** was left on 3/29/23 at 3:41pm, which was after multiple messages were left for other representatives at Germain. I appreciate that **** returned my call on Monday morning, after my second message, and I now have a service appointment scheduled for Friday 4/7/23. As the repair has not yet been completed, I am not willing to close the complaint. However, I will be happy to consider this matter resolved once my vehicle has been repaired.

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

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for a 5 Year Vip Club extra and a 24 month, 24,000 mile Premier Service Coverage with Germain Toyota along with a purchase of a used Vehicle on 05/13/21. I believe I was sold something that is not the worth the paper it is written on. The VIP Coverage offers 2 oil changes a year and one vehicle detail per year over 5 years for the price of $895.00. To date I have had two oil changes and no detailing service. The detailing service is hard to get because the wait list is months out and also, they need your car for the full day. The last oil change I had took 3 hours. The excuse was that because of the type of vehicle I had, they do not keep the oil filter on site. However, I set the oil change weeks ahead and they should have brought that in before I showed up for appointment. Because I set the appointment early enough, I figured I would be done in time for my work. To me time is money and had I known this would be the modus operandi, I would not have purchased the VIP package. Their expectation setting is terrible. I complained and asked to get a pro rated refund of the VIP package. I was given the name **** ****** ************ in Finance department to discuss the refund. I called him and left a message and he has still not returned my call. It is hard to get a live person to deal with problems. I am not going to let them shirk their responsibilities and deal with something that they got their money on but did not give value in return. Also, I want a prorated refund of the Service Contract, since I do not want to have to deal with them again. The Service Contract cost $2504 and has 5 months left on it..

  

  Business Response

  Date: 12/08/2022

  Our finance manager has reached out to Mr. ****** and had cancellation forms signed to cancel his warranty. These forms have been sent for processing and Mr. ****** has been notified of the estimated time to process. 

  Customer Answer

  Date: 12/09/2022

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

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/21/22 purchased a preowned certified 2018 Honda Fit. Bought extended insurance on car, but not the tire extended warranty they were trying to sell as well. 8/24/22 took car in for the front right tire becasue it was making a noise. I was told they replaced both front tires and aligned. The belt was broken and replaced at no cost. 9/7/22 Took car back for the same noise but in the rear now. Service said they could not hear the noise, so could not repair. It was supposed to be noted in their system that if noise continued to bring back and they would cover it. 10/6 /22 - took car back - still same noise in back rear. Service stated back tire needed replaced - belt broken on tire. They wanted to replace both back tires and charge me 396.68, not covered. I said it was supposed to be noted in their system they would take care of it. 11/2/22 Took car to Grismer Tires - VERY REPUTABLE company. I was told all 4 tires were original tires and car would need aligned. I was told I needed to at least replace both back tires due to the one with the belt broken. I had all 4 tires replaced, since they were all the original tires and also had them do an alignment. WHAT DOES THIS SAY TO YOU? It seems Germain moved the front 2 tires to the back - one having a broken belt. They NEVER replaced the front 2 tires and NEVER did an alignment!! I don't appreciate being lied to - if the tires were not going to be replaced in the first place, why not be honest and NOT put the bad tire back on in the rear? WOW - what service and honesty.... What else have they lied about on this car??

  

  Business Response

  Date: 11/08/2022

  The customer brought the vehicle in on 8/24/22 for a noise complaint. The Used Car Dept replaced both front tires and performed an alignment at their expense. On 9-7-22 the customer brought the vehicle back with a noise complaint. We were not able to duplicate the noise at that time. The customer returned to the dealership on 10-6-22 with a noise complaint again. At this point it was determined there was tread separation on the right rear tire and we recommended he replace both rear tires due to seeing this issue on the front tires. The Used Car Dept declined assistance for replacement of the rear tires. The customer also declined the replacement of the tires as well. There is no evidence of all 4 tires needing replaced since the visit to our dealership was over a month ago and replacement of all  4 was based on a competitors recommendation.