ComplaintsforGermain Lexus of Dublin

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I brought a Cadillac from Germain Lexus of Easton 12/11/2023. The collision light came on about a week and half of purchase. The car hasn't been in a accident. I took the car back to Germain Lexus of Easton and I was told by the service director **** ***** Cadillac must fix the vehicle. I took the car to Germain Cadillac of Easton, and was told by the service technician the car couldn't be repaired by Cadillac since its damage to the car, even though the car is under warranty. I took the car back to Germain Lexus of Easton and was told by Service Director **** *****, he would only pay $800.00 for the repair. German Cadillac of Easton stated the repair would cost $1,651.20 if Germain of Lexus of Easton paid for it, and if I paid for the repair it would cost $.2,224.35. According to the Carfax Germain Lexus of Easton gave me, the car has not been in any incident. I have included the Retail Purchase Agreement (Buyers Order), invoice, recommended services, and Carfax report.

  Business response

  01/15/2024

  Good evening. Thank you for your communication and message about your 2021 Cadillac CT5 VIN#***************** that you purchased "As-Is" from Germain Lexus of Easton in December 2023. We apologize you are having issues with your vehicle. 

  I have attached a few documents for your review. The first document that you signed in our business office is the "Retail Purchase Agreement" that shows all of the financial information but should also point out the section of the "Warranty Section", in which the document states our policy for an "As Is" vehicle which all liabilities/responsibilities are assumed by you, which Mr. **** signed. The next document is "Buyer's Guide" which clearly states you are purchasing the vehicle "As-Is" and "The dealer does not provide a warranty for any repairs after sale." This document is also signed by Mr. ****. The third document is the "Car Fax" history report which shows the history of the vehicle but also has a disclaimer "Car Fax depends on its sources for the accuracy and reliability of its information. Therefore, no responsibility is assumed by Car Fax or its agents for errors or omissions in the report. CarFax further expressly disclaims all warranties, express or implied warranties of merchantability or fitness for a particular purpose." This document is also signed by Mr. ****. The last document is a "We Owe" form that shows "Nothing else owed or promised" that is also signed by Mr. ****. 

  The fact of the matter is that Mr. **** purchased an "As-Is" vehicle from Germain Lexus of Easton and assumed all responsibility and lability for purchasing this vehicle at the time of the sale. Per Ohio Law, Germain Lexus is not liable for any repairs or concessions to Mr. ****. Any costs of repairs are Mr. ****'s responsibility. It's clearly defined in these documents. 

  While Germain Lexus of Easton is not responsible for any of these claims or repairs, our reputation is important to us. Our Preowned Manager and I spoke at length about Mr. **** when this situation first came up a couple of weeks ago. Mr. **** initially gave our Preowned Manager some estimates (attachment provided from Mr. ****), and we wanted to make a one-time "Goodwill Gesture" to Mr. **** for the amount of $800, which is more than generous with the documents provided at the time of delivery. We stand firm on that amount and feel like it's more than fair.

  I would be more than happy to reach out to Germain Cadillac to see if there is any concession, they can make with the repairs or if they can provide a "Gesture of Goodwill", but Mr. **** will be responsible for any difference that can't be adjusted. Germain Cadillac is a separate entity and not affiliated with Germain Lexus of Easton.

  Please let me know if you would like for me to proceed in attempting an additional "Gesture of Goodwill" from them. 

  ****** M. ****** 

  General Manager, Germain Lexus of Easton. 

   

   

   

   

  Customer response

  01/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21122568
  
  I am rejecting this response because: 
  
  Regards,
  
  ******** ****

  Business response

  01/18/2024

  Mr. **** - 

  We would like to extend a "One time Gesture of a Goodwill" to you in the regards to your 2021 Cadillac CT5 #***************** to repaired at Germain Cadillac of Easton (only items listed on Repair Order you attached, nothing additional). I have attached a release form that needs to be signed prior to the work being started at Germain Cadillac. Again, this is a one-time gesture of goodwill, any other repairs or issues with your vehicle will be your responsibility/liability.

  Please sign this form and upload into this website for the BBB to close out this matter. 

  Thank you. 

  Customer response

  01/21/2024

  [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

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  we get told congratulations on a car we agreed to purchase on Wednesday 11/29 night. and I said I would be in today 11/30(Thursday.) We tell you guys we will be in later today. But then I got a text saying sorry, another sales rep sold this vehicle. How does that happen after I was told it was ours? I have the text messages and everything saying that would be fine. I mean, how do you guys let this happen? It's incredibly disappointing that you guys were so worried about getting one more sale for the end of the month you couldn't wait 4 hours for us to come. The best part is the GM told us not to come on Wednesday because you were essentially understaffed. So that wasn't our fault it didn't happen Wednesday. We didn't even get a curiosity call saying hey, you need to come now. It was just sold out from underneath us. I was then told by the sales rep they couldn't accept deposits. The Manager then reaches out to me on 12/1 and says sorry a guy from Florida put a deposit on the vehicles and we sold it to him.

  Business response

  12/05/2023

  After having spoken with my pre-owned manager, **** ****** (the manager who Mr. **** was speaking with) I have come to learn a few key points that contradict portions of Mr. ****'s statement.  First and foremost, attempts to contact Mr. **** were made on multiple occasions on the morning of 10/31 in an attempt to collect a deposit as well as a signature on a document stating that he had agreed to purchase the vehicle, unfortunately these calls/texts went unanswered. During the lapse in communication, we received a call from a customer in Orlando, Florida who immediately agreed to purchase the vehicle and immediately wire transferred the total amount due.  In regard to Mr. ****'s accusation that the manager he spoke with asked him not to come in, this is not what was communicated.  Mr. ****** (sales manager) exchanged texts with Mr. **** throughout the day on 10/30, Mr. **** stated that he'd like to bring his wife in to test drive the car as the car was intended for her and she hadn't seen it.  Mr. **** was invited to bring her to the dealership for a test drive.  Mr. ****** made mention that he was the only manager on duty and that he was "spread a bit thin" but that he would be more than happy to make time for the guests to test drive the car. The question was also posed to Mr. **** as to whether or not he'd like to commence the deal that evening or wait until 10/31 since the salesperson was not in the office that day.  The response given after some time was that Mr. **** was going to take his wife to a hockey game and that they wouldn't be able to make it into the dealership for a test drive, our timeline now reverts back to the beginning portion of this statement - attempts made to contact Mr. **** the following morning to collect what we needed to secure the car for him were unsuccessful. Unfortunately, the timing on all of this is imperfect to say the least.  The sales manager, Mr. ****** made an executive decision to sell the vehicle to the other interested party as they were fully committed to make the purchase at the time of their initial phone call.  

  Respectfully,

  ******* *******

  General Manager

  Customer response

  12/06/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20944445
  
  I am rejecting this response because: This is completely false. I asked him multiple times to put a deposit on the vehicle and I was told they couldnt accept holds and it was the end of the month. They also only wanted to finance with him if I used them. Which is why they probably sold it to the person. 
  
  Regards,
  
  **** ****

  Business response

  12/11/2023

  Please see the attached screen shot of texts between our Salesperson, ***** ******, and Mr. ****. We had several people in days the prior express interest in the BMW, but no firm commitment i.e. a deposit to take the car off of the market. At the time our dealership was contacted by the person who eventually purchased the car, there were still matters of concern on the part of Mr. ****, such as the understandable need for his wife to test drive it prior to fully committing to the purchase. The eventual buyer was ready to purchase the BMW with no conditions, stated it would be a cash purchase (via wire transfer), and was agreeable to our terms of the sale. At that point, we determined it made sense for us to agree to sell the car to the other client. 

  Customer response

  12/13/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20944445
  
  I am rejecting this response because: 
  
  Regards,
  
  **** ****

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/16/2023 my wife and I traded in a vehicle on a brand new, 2024 Lexus NX 350 F Sport. We were told by the salesperson that after the purchase, Lexus would send us a 2nd key FOB for the vehicle. We waited 3 weeks and never received the 2nd key FOB. We contacted the sales person and they told us "They had nothing to do with the delay and to contact Lexus and complain." After contacting Lexus, we told that our key may take many months to be sent out. I also discovered this had been a long-standing, known issue with Lexus that our salesperson did not inform us of. We believe Germain Lexus of Easton purposely withheld the knowledge of the key FOB. We are also at great risk of being stranded in the vehicle due to only having 1 key FOB.

  Business response

  07/13/2023

  We have spoken to Mr. ******* and asked Lexus to expedite the replacement ahead of their communication to the guest. We have obtained a wallet key for the guest now and is picking up in the next day or so. We have also have the second key fob in our possession and ordered the key blank to be cut at the dealership. Mr. ******* is satisfied with this resolution and consider this matter resolved. 

  Thank you

  Customer response

  07/26/2023

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

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a brand new Lexus NX 350 (2023) from Germain Lexus in Dublin, OH on 2/1/23. I shared with the sales associate that the only feature of importance to me was the bluetooth as I spend a significant amount of time driving for my job, and it was why I was getting rid of my old car (bad connection). Upon receiving the car, I realized that the bluetooth connection is faulty and results in an echoing from the other party's end. I took the car into service at MetroLexus in Brook Park, OH, (after many hours of attempts to resolve remotely both on the phone with Lexus and on my own), where they did some tests and shared that this is a "known issue" with this model of the Lexus and that corporate "is working on a fix that will take weeks or months." I have not been provided an alternate vehicle and have no end-date as to when this issue is resolved. It is not only unsafe, but illegal to be on my phone in the car. This has taken many hours away form my job and family to attempt resolution. I am frustrated that this was either hidden from me purposefully (that this is a known issue with all vehicles of this model) or that corporate Lexus is keeping their sales team in the dark. I cannot safely use this vehicle and need assistance figuring out the next step. My sales associate out of Germain has been very helpful throughout the issue, but it seems now that all attempts by the Lexus technology group and service departments have failed with no timeline for a full fix - and I need a car with working bluetooth immediately. I would be open to considering a loaner vehicle of a different model until the repair is available, but want the car with the features I paid for to work as promised. Thank you for your time and review.

  Business response

  02/22/2023

  Sorry for the inconvenience for our Guest. I spoke with **** ******* and Lexus Corporate today. I told ****, I will reach out early next week to see how quickly we can get this situation resolve. I am waiting for Lexus Corporate to get back with me. Upon receiving a call from Lexus Corporate, I will reply back to The BBB and **** *******. 

  Sincerely

  ******* *******

  Customer response

  02/23/2023

  [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 accept the business's response pending an update by 2/28/23.
  Regards,
  
  **** *******

• Initial Complaint

  05/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We Bought a 2011 Chevrolet Equinox from Germain Lexus on January, 22, 2022. We paid cash for it ($10,831.43)the same day we bought it. We still havent received the title so we can register it more than 90 days later. We have made several attempts with Germain to get the title. Now the motor in the Equinox vin ***************** is bad and we only put 3000 miles on it and Germain Lexus does not seem to care about either issue we've been there 7 times sent countless emails to get no resolution to either issue. I know Ohio law requires a dealership to provide the title within 45 days so we contacted the Attorney General on 4/17/2022 and havent heard back yet. We feel because we are immigrants nobody at the dealership cares about this situation. Please help us

  Business response

  05/09/2022

  Hello. My name is **** ****** and I'm the General Manager here at Lexus of Easton. We have tried multiple times since Thursday last week to communicate with ****** ****. This is a difficult situation considering the guest is limited with English. We were working through ****** ****'s translator but having hard time reaching that person.

  We did receive communication from the Ohio Attorney General's office letting us know about the claim but allows us 10 days to respond and try to work out a compromise, which it's only been 2 business days with several attempts to reach ******. 

  We will plan on calling today @ 3 PM to (614) 962-3809 with someone that might be able to help us both communicate better. 

  Thank you-

   

  **** ****** 

  General Manager, Germain Lexus of Easton

   

  Customer response

  05/10/2022

  ****** * *******

  Mon, 9 May 2022, 03:22 pm

  Hello good afternoon I'm ****** ****
  
  I just saw the message you sent me , they never got in touch with me , we never had any difficulties with English , and we have a friend on hand for that
  
  Enviado do meu iPhone
  
  Em 9 de mai. de 2022, à(s) 1:10 PM, ****** * ******* <[email protected]> escreveu:
  
  ****** * ****
  **** ****** ****** **
  
  Enviado do meu iPhone

  Attachments:

  • OHIO DEPARTMENT OF PUBLIC SAFETY • BUREAU OF MOTOR VEHICLES.pdf

  
  

  
  

  Business response

  05/11/2022

  Mr Lima came in last night and returned the SUV. We gave him a full refund due to the customer satisfaction issue with obtaining the title. Everything should be complete. 

• Initial Complaint

  11/19/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I asked this dealer to provide me with paperwork for a vehicle purchased from ******. He refuses to provide that paperwork to me. He told me to contact his Manager if I want it as he does not care since I already bought my car and "I got my commission". I have a purchase agreement. ******** *********** ** ** ******** ****** ****** ******* ***** ** ****** **** * ****** ********* ** ******* ** ********** ***** ******** ********************************** 

  Business response

  11/23/2021

  I spoke with Mr. ********* ***** and I set an appointment to have his vehicle to have an out of state inspection for Friday the 26th of November. He is happy and I ask if there was anything else I can do and he said we are all set and that we can close this case. Any questions please call me at *************

   

  ****** ******* *********** ** *** *******

  Customer response

  11/29/2021

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

*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. ↩