Complaints
This profile includes complaints for Germain Toyota of Columbus's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 31 total complaints in the last 3 years.
- 11 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/19/2024
Type: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 sold a vehicle and purchased a vehicle leaving $8750 to be paid back to me. As I was signing my paperwork, it was brought up that they are system was down. I explained that I needed the money as soon as possible and I am deploying in August. The finance manager, ***** said he would make it a priority. It was a lie. After a week of nothing, I talked to Asher who lied to me as well. He said it is policy that it takes 30 days, but there is nothing written. I do not have 30 days. I would never have done business with Germain Toyota if they would have been honest upfront. The sales teams lied, finance department lied, parts department lied, and managers lied. They do not care about customers after the customer signs.
Business Response
Date: 07/22/2024
Our team was able to issue a check and contacted Mr. ***** who said he would stop by the evening of Friday July 19th to pick up the check.Initial Complaint
Date:07/03/2024
Type: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.
The transaction was the purchase of a 2021 Toyota Camry, August 2023. Last summer I purchased a used Camry from Toyota of Columbus. I knew it had been previously owned by a car rental agency or fleet, and it had over 61K miles on the odometer. The CARFAX indicated the car had been serviced regularly for regular maintenance, and that was all. I tried to negotiate a better deal, due to only one key, no car mats and a whole in the driver side carpet. I ended up purchasing the car for $25.7K with a 5 yr warranty. After purchase my husband said he was suspicious of the rear passenger side panel, as it appeared to have been repaired. Fall was approaching and I brushed it off. I was quite ill during that time. Now that I have fully recovered from pancreatitis, I decided to have my car detailed. The gentleman who detailed it for me, told us that the car had definitely been wrecked, and sustained significant body damage which had been professionally repaired. A car wreck was not indicated/added to the CARFAX report. This is a SIGNIFICANT lack of complete honesty and deception by Germain and CARFAX. I was seriously duped by Germain Toyota. I feel that financial consideration of the above requested ($600) amount is appropriate. I am sending a copy of this BBB report to Germain and the Ohio Atty General's office.Business Response
Date: 07/15/2024
We understand the customer’s concern. Our manager, Michael
spoke to Ms. ***** and has he explained, the Carfax report did not indicate any
damage to the vehicle and there was no damage noted by our technicians. There
was no deception involved as we are committed to providing an honest and
transparent sales experience. This vehicle was sold AS-IS with the customers
option to buy an extended warranty to protect themselves from any future
mechanical concerns. The customer signed that they acknowledged the purchase of
the vehicle being AS-IS.Customer Answer
Date: 07/16/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: ********
I am rejecting this response because:
Regards,
Kathryn GibbsBusiness Response
Date: 07/17/2024
Our team has reached out to Ms. ***** and will be issuing a check in the amount of $600. She stated she was satisfied with this resolution.Initial Complaint
Date:06/28/2024
Type: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 an out of state used Jeep Wrangler Sahar on 4/22 and have had so many difficulties since then. Even though I had delivery issues and lack of communication, I will only focus on the two main problems. Received Jeep on 5/5 and first thing I noticed was no back up camera, although it was specifically listed. Part of my search criteria was factory touchscreen and backup camera. I told ***** since I was buying site unseen it was really important for me to work with someone who would be diligent. The first night of owning it I turned on the headlights and could not see. I could not drive it at night. Because of these two things, I called ***** and I also started working in the background to make an appointment to get my lights fixed, as well as see what the process would be for the backup camera to be installed in the factory stereo. I called 5/6-5/9. ***** texted me back the evening of 5/9 and asked me to send screenshots of the listing where it stated backup camera. Texted him back on 5/10 because I didn't hear from him. Called 5/13-5/14. He texted me back on 5/15 advising he needed to talk to his manager at 9am and would call me back. In the meantime, I paid to have my lights fixed out of pocket to be able to drive at night. ***** called back on 5/16, and once we discussed everything he advised that I was on my own for the lights because they didn't test them at night.
He then said they would send a check for $150.He said "let me give you some advice since I used to be in electronics. Use the $150 and get an aftermarket stereo and back up camera in your mirror". I said no, I want the camera in factory stereo as advertised. He tried to argue I didn't have a touch screen. I advised I could send him pics of my stereo as well as the written quote but he said $150 is the best we can do. Since then, I have called Manager ***** ***** four times and left voicemails with no call back. As of now, no check, no resolution, and no communication.Business Response
Date: 07/08/2024
Our manager ***** ***** has reached out to Ms. ********** to address her concerns and resolve her concerns. Ms. ********** indicated she was happy with the resolution and her vehicle.Customer Answer
Date: 07/08/2024
Better Business Bureau:
I accept the business's response to resolve this complaint, as they have agreed to paying for the advertised back up camera. ***** ***** advised this request was submitted and check will be received within the next few weeks
Regards,
****** **********Initial Complaint
Date:03/04/2024
Type: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.
Purchased 2020 toyota rav4 on 11/06/2023.
Vehicle was traded in at germain mazda for a Mazda on 12/18/2023.
Germain Toyota was asked to file for unused portion refund of auxiliary insurances purchased through Premier Dealer Services, *** *** ****.
When phoned Premier Dealer today, said these services were never canceled by germain toyota.
My dealings with this dealership revealed a lot of dishonesty, which now includes this. It's why I have a mazda now. The toyota traded in at mazda (bought at germain toyota) has vin *****************.
I can't trust them to respond to my request, so am asking for help to get them to do the legitimate work they promised.Business Response
Date: 03/05/2024
Our business manager, ***** will be reaching out to Ms. ****** as we have been awaiting her to provide us with a copy of the buyer's order from Mazda showing she traded the vehicle in so we can submit the cancellation form. Once we receive this form we can begin the process for her.Customer Answer
Date: 03/13/2024
[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
Date:02/16/2024
Type: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 October 18, 2023, we were charged $1069.60 to have brake calipers and pads replaced by Germain Toyota. On February 14, 2024, ***** at Central Garage Repair Shop in Pataskala, OH stated that the previously repaired parts were damaged due to the brake hoses not being replaced, which should have been done in October by Germain. He said by industry standard they should have been replaced since brake hoses that old commonly get gummed up and cause this sort of damage, and "any decent mechanic would have known to do that". This is a quote from *****, not me. Mine were 22 years old. I passed this information to *********** D. ****** at Germain today February 16, 2024. I was told the opinion of some mechanic from some shop ***** has never heard of is not going to be taken over the word of a 30 year veteran mechanic. He told me to call Troy the service manager on Monday and then ignored me. I guess their mechanics don't make mistakes? The vehicle is a GM. GM's standard is to replace the brake hoses every 6 years. They were 22 years overdue. What is the point of an industry standard if the industry doesn't follow it, let alone a certified dealership? I asked ***** what his resolution would be and he said he would charge me for a diagnostic test and if what I said is true, Germain would charge the same price again to replace the same parts again and a some extra for the hoses. I have looked at multiple professional sources including GM and they should be replaced by Germain at the time the calipers and pads were replaced. My son put his last savings in his dead great grandma's car so he can get back and forth to school. True story! This is someone in need of critical transportation, and Germain is taking no responsibility when, to me, they should have done better. If they gave my son an option to spend 20 more dollars to protect his investment, I am sure he would have taken it, no one asked him.Business Response
Date: 02/27/2024
Our General Manager worked with ***** and has resolved his concern.
Customer Answer
Date: 02/29/2024
Better Business Bureau:
I accept the business's response to resolve this complaint. Thank you very much for what you do! Protect people is a great calling!
Regards,
***** ******Initial Complaint
Date:02/02/2024
Type: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 car from Germain Toyota on December 29, 2023. For that purchase I traded in my 2021 Honda CRV and purchased a 2024 Toyota Highlander. The finance person at Germain Toyota called Honda financial services which held the lease for my former car for the payoff amount. However, Germain Toyota neglected to pay off the full payout amount. February 2, 2024. I received a phone call from Honda financial services telling me that Germain Toyota did not fully pay off my car and that I would be listed at delinquent for the three credit bureaus, because Germain Toyota did not pay off the car in the amount of $425 . I contacted Germain Toyota and to date. The issue has not been resolved.Business Response
Date: 02/06/2024
Our pre-owned manager ***** has spoken with Ms. ******** regarding this matter. The $425 difference was sent to Honda on Friday 2/2/24 and the representative assured us that Ms. ******** will not have any late pays reported to her credit bureau since she is currently only 10 days past due.
Initial Complaint
Date:01/24/2024
Type: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 vehicle from Germain Toyota Columbus on Nov 6 2023 and car broke down Jan 4th 2024.Business Response
Date: 01/26/2024
After
purchasing and driving for a couple of months, her vehicle experienced an oil
consumption issue. This is a common issue for Hyundai and Kia. Because of the
year and mileage, she is outside of the manufacturer warranty. Her Hyundai is
currently at Great Lakes Hyundai for repair. The repair requires an extensive
tear down of her motor and service to its eternal parts. Our management staff
has reached out to the Service department at Great Lakes Kia for progress on
multiple occasions.
Her Premiere
Service agreement only grants her 5 days of rental reimbursement coverage. As a
measure of customer service, we gave her a $300.00 allotment towards a rental
vehicle. We spoke to ******* and confirmed the check was mailed out this week.
During this conversation she informed us that Great Lakes Hyundai called and
said her vehicle was ready to pick up.Initial Complaint
Date:12/31/2023
Type: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.
Purchased a vehicle from this company and financed through Toyota Financial and ever since it’s been one dishonest thing after the other. I found out I was being charged for a prepaid maintenance which wasn’t excuted correctly by the dealer hence I can’t use the service but I’m being charged monthly for the service. I have called Toyota Financial and been to the dealership multiple times to cancel the service but it’s been impossible. Toyota Financial service sent me back to the dealership two months ago to cancel, I went to the dealership and signed all the paperwork and I was told I will see the credit on my account in a few days. It’s almost 2 months since I signed the cancellation documents but I haven’t gotten the credit and when I call Toyota Services I’m still being told to go back to the dealer because they need the dealer to correct the error on their end.Business Response
Date: 01/05/2024
Our finance director spoke to
Mrs. ****** today. Advised that we have resolved the issue that was preventing
TFS from setting up her prepaid maintenance plan. They will put the policy in
force today and we will login to cancel it on Monday. She will receive a full
refund for the maintenance plan as long as it has not been used. The warranty
was previously cancelled, and those funds have been returned to the lender.Customer Answer
Date: 01/11/2024
[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
Date:10/27/2023
Type: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 paid $4000 for a extended warranty on 2016 Nissan Titan XD which I bought at their dealership on Scarborough blvd when it came to use the warranty I was told it was a limited warranty and the repair would not be covered? When I went to dealership to get my oil changed I found out they not only do not work on diesel vehicles but they don’t even have parts to repair them? So my complaint is that I was talked into taking an extended warranty but find out it only covers free oil changes? I will never buy anything from this dealership or any germain dealership what a deceitful company! $38,000 for a truck I have to pay to get repaired!!!!!Business Response
Date: 10/31/2023
Our director of our business office has reached out to Mr. ****** and has made arrangements for him to stop by the dealership to complete the necessary documents to cancel the warranty.Customer Answer
Date: 10/31/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 20793242
I am rejecting this response because I feel I was told something that was incorrect my fault I agree but none the less I think going forward germain should be clear with future customers on buying used vehicles? I will keep warranty in place but I will never deal a company that is dishonest with their paperwork! Mr ***** from dealership I called him today and he said it best (We wouldn’t sell you a bumper to bumper warranty on a vehicle with 132,000 miles on it but I was told it was a good warranty bumper to bumper? But I will go on my merry way today and enjoy my truck and those free oil changes I will keep paying for? Thanks for nothing GERMAIN TOYOTA !
Regards,
**** ******Initial Complaint
Date:09/26/2023
Type: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.
My wife and I bring in her 2015 rav4 clean for transmission fluid exchange…..3 months later we find out by my mechanic that the fluid was never changed .. I called the manager twice and left messages to no response…. All he has to do is go back to the date my vehicle was their and show us on the camera the work being doneBusiness Response
Date: 10/04/2023
On 07/29/2023 ******* ***** came in for a transmission
fluid exchange. All records indicate with the transmission fluid service was
performed and completed on this date. Multiple communication attempts have been
made to discuss further with Mr. ***** without a response. He is more than
welcome to provide any hard evidence as to why he believes the service has not
been performed or is more than welcome to reach out to our service manager, Troy Almanson at ###-###-#### or ************************Customer Answer
Date: 10/05/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 20656251
I am rejecting this response because:
The Manager just reached out to me on 10/4/23 and I returned his call and left message as I said ….show video of technician changing fluid on my wife’s 2015 Rav4 xle (***** *****) because fluid was very very black
Regards,
******* *****Business Response
Date: 10/20/2023
We are attempting to address this concern with the customer and our service manager has not been able to get in touch to investigate the situation. The customer is more than welcome to reach out to our service manager, Troy for an attempt to rectify is concern with proper documentation and an inspection done at no cost at our dealership.
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