ComplaintsforGermain Honda of Dublin

• 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

  
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Honda Civic’s ignition switch broke, so I took it to Germain Honda where I was quoted at $1017 for the replacement of the ignition switch and 4 locks on my car doors. During this time the service manager, ****, was ignoring my calls and voicemails. He was the only contact I was given and they had my car for 2 weeks before contacting me back to tell me part of the job was finished. I’ve been trying to contact **** again this week to get the rest of the work finished, leaving voicemails, and have heard nothing. The communication has not only been horrible, but it’s been completely unacceptable. All they had to do was give me estimates on how long they will have my car, or at least give me another person to contact. **** told me when he called back the last time that he was out with Covid and that’s why he wasn’t answering or getting back to me. That’s fine. Today an employee told me they know he’s there because they saw him there. There is no excuse for not getting back to me this time. I have phone records for all of this. As of right now I couldn’t urge people enough to stay far away from the service department at Germain Honda of Dublin.

  

  Business response

  10/19/2022

  The customer came in 08/18/22 for an issue with the key not turning the ignition. Our technician diagnosed the issue as a faulty ignition cylinder which was on national back order with no ETA.  The fix was to replace the ignition cylinder. The new part for the cylinder came in on 09/06/22 and was installed. We advised the customer that the new ignition cylinder comes with a new valet key that will start the vehicle but will not unlock the door lock cylinder. The customer supplied key that he had when originally came in for service will unlock the doors. The customer wanted a key fob. However, the key fob is on national back order with a release date of February 2023. We advised customer, we're doing all that we can do at this time. We reached out to the customer on 10/18/22 at 2:22pm and left a voicemail. Also, on 10/19/22 at 9:32am.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a diagnostics check through Germain Honda of Dublin on 9/19/22 because of a rattling/knocking sound in my engine. It’s a $99 service fee. I received a call saying that the tensioner was the issue. We agreed to have that fixed and the cost was just shy of $800.00 for parts/labor. My dad looked at the itemized receipt once we got the car back & noticed the drive belt was not listed as replaced (he said it should have been changed out once tensioner was fixed). We went to the dealership the next day to speak to Amy (who was the original point of contact) to ask if the belt was changed. She said “only the tensioner was replaced because the belt was fine.” A day or so later we still heard a rattle sound (not as loud, but very much still there). I scheduled to have the car be looked at again on 10/3/22. Amy tells me later that it’s now a VTC Actuator & it needs fixed sooner than later because if the chain snaps, the whole engine will need to be rebuilt. Scare tactic worked. They estimated about $2900 for parts/labor. We agreed to it with hesitation. Of course we want to be safe, but if it was something that needed fixed right away, why was it not discovered the first time around? My dad and I went back in to discuss our concern and they gave us a $100.00 discount. And of course, the rattle was still there. New appointment 10/10/22. Now I involve the manager. He said the BELT was the issue! The manager, Ryan, stated that the technician did not change it because it was under 100K miles. They did not charge for the belt or labor this time. Had the belt been changed the first time around, the sound would have been gone, meaning I wouldn’t have gone back JUST for them to “discover” another reason for the sound! That was just shy of $2700 we didn’t have to spend!! Maybe we could’ve fixed it down the road, but the issue with the VTC Actuator wasn’t prominent enough to be discovered the first time! The perception is they just find problems to CHARGE YOU MORE MONEY!!

  

  Business response

  10/18/2022

  The customer came in for service on 9/16/22 for a rattling noise while accelerating from the engine area. The tech found that the drive belt tensioner was the issue and replaced the tensioner. The customer paid $780.56.
  
  On 10/5/22, the customer returned for service and stated that the rattling noise was still present. At that point, the tech was able to duplicate the customers' concern and recommended that the timing chain tensioner, vtc actuator, and timing chain be replaced. The customer approved the repair and paid $2639.21 to have the issue resolved. This was a separate concern from the original repair and would have been cause for concern regardless of the belt issue.
  
  On 9/10/22, the customer returned with the same complaint. At this time, the tech was able to duplicate a different noise complaint described as a knocking/rattling sound from the engine area. At this time, he found that the drive belt was stretched and causing an issue. We replaced the belt as we determined it should have been replaced on the original visit so due to the inconvenience caused the customer our dealership replaced at no charge.

  Customer response

  10/18/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18201857
  
  I am rejecting this response because: It’s concerning that Honda of Dublin cannot see the issue here. They acknowledged that I came in with a concern of a rattling/knocking sound coming from my engine. They charge people to have a diagnostic check, yet failed to fix the issue the first time around. Someone approved that my car was fixed after the tensioner was fixed. When we asked about the belt (if it was changed out), Amy stated that “it was fine”. Ryan, the manager, said his technician didn’t change it out because the mileage was under 100k, meaning he/she never checked it at all. That’s just negligent. And to say the VTC Actuator was a separate concern from the original repair.. again, it was not a concern for the technician the first time around. It only was a concern when I returned with the original problem not fixed. And even with that, still didn’t fix the issue. What are you actually checking during diagnostic checks? I’m supposed to trust you’re doing your job by being thorough. If the tensioner/belt/actuator was found with the first time around, all would be good. Our family has bought multiple brand new vehicles from this location and how this issue is being treated is really disappointing. 
  
  Regards,
  ***** *******
  

• Initial Complaint

  08/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  1.) I bought a car about a month ago. Loan papers were supposed to be mailed to be the day I signed them, and after numerous requests for copies, I still do not have them. 2.) I paid to have my media/radio updated and was supposed to get a call for a service date. After numerous attempts for a name or call, I still have not heard from anyone.

  

  Business response

  09/02/2022

  We apologize for any inconvenience. The requested paperwork has been mailed on 8/31. *******'s sales person is making arrangements for the service upgrade for the radio and will be following up. If she has any concerns please reach out to our manager ***** ****. 

  Customer response

  09/06/2022

  [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.  It is sad I had to take this step, but it is all good now.
  Regards,
  
  ******* ******

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my car on the schedule date of August 9th, 2022 at 10am for the second round of Airbag recall. I also scheduled a oil change and a Full Inspection. When I received my car all seemed fine. Within 10 mins of my drive home, I noticed the SRS light came on my dash board. I called and scheduled another appointment and they advised me that it was in regards to my seat belt sensor. The customer service person confirmed that the part would need to be ordered and it's under warranty. First Red Flag. Why was this not noticed in the Full Inspection. Called a week later and was told there was no updates on the part. Called today 08.29.2022 and spoke to the Manager of the part department ****. He also gave me the same info. I asked to speak to another person to see if there was anything that could be done to get the part sooner, **** advised that his boss would call me. 30 mins later, **** calls me back to in form me that my car has a salvage title and they will not be able to warranty the part. I ask for more information in regards to this claim and he sent my cars info showing that it was salvaged. Which was already known. I then asked for the information in regards to warranty provisions and **** stated he did not have anything. 2nd Red Flag. I decided since I was not being helped, that I would look into the Warranty provisions. Found below on page 12 section under General Warranty Provisions. • This exclusion does not apply to the Emissions Warranties, the Seat Belt Limited Warranty, the Replacement Parts Limited Warranty, or any recalls or other campaigns. Called and spoke to the Warranty department and ****** confirmed that my car is still under warranty. Reached back out to **** and he stated that this was above him and he could not help me any further. ****** advised me to go to another Honda Dealership. Please help! Please note: I have all communication in email and can provide if requested.

  

  Business response

  08/31/2022

  Our service manager has reached out to our Honda representative regarding this issue. Due to the part being on back order and a release date of the middle of net year, he agreed to replace the buckle with a used part while we wait on the new one to come in. The supplier will only sell the buckle to us if Honda purchase’s the whole seat assembly from them. Germain Honda, nor Honda can guarantee the color will match but it is a functioning part till the new part comes in. We can get with our parts department immediately if the customer agrees with Honda’s only possible solution. Please let us know. 

  Customer response

  09/05/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17794402
  
  I am rejecting this response because: They have not addressed the issue. The issue is that this part is under warranty. Honda is pushing back and will not handle this under their warranty terms. I have reached out to Honda's warranty department and they were responsive until and answer was needed. I have reached out everyday last week and the case manager will not return my phone call. On Wednesday 08/31/2022 I received a call from there warranty department, unfortunately after the 3rd ring they hung up and did not leave a voicemail nor an email. I called the number back immediately and had to leave a voicemail stating that I would be able at 2pm, No Response. I then called on Thursday and on Friday, both times I have had to leave a message. I have requested an email if the case manager could not find time to return my call. The representative took my message and confirmed I would receive a response back. They also confirmed that they had my correct email address. But, again No Response. 

   

  It also seems that their corporate office (Warranty Department) is not communicating with their Honda in Dublin. As I keep having to call them to explain. 

   

  Now no response. Please advise this issue is covered under their Seat Belt Warranty. Honda in Dublin has denied this warranty. 
  
  Regards,
  
  ****** *********

  

  Business response

  09/06/2022

  Per our service manage,r Honda is covering under warranty both the temporary fix and the new part when it's available. We have located a part as we stated in our original response however the part is gray in color. Once you approve us to install we can proceed and have this fixed and upon receipt of the new parts can swap it out for the black, however we do not have an ETA on when the new parts will be available. 

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a car on August 6th. I was promised a $2,000 check from Germain due to the car’s faulty catalytic converter. I have the “Owe” paper and subsequent text messages confirming the agreement. Have been promised that the check will be there soon, and yes it’s being sent out and then finally pinned them down and they promised the check would be there “next week” which was the week of August 22nd to August 27th. Still no check. I’m concerned that they are not going to pay me as agreed.

  

  Business response

  09/07/2022

  Our sales manager ***** **** has reached out multiple times to ******** regarding the 2k check. Mr. ******** has yet to return his call so we can resolve this matter with him.

  Customer response

  09/07/2022

  ****** ********
  44 minutes ago
  This complaint has been resolved. Germain Honda sent me a check on August
  30th in the correct amount of $2,000. Thank you!

*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. ↩