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.
- 10 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:09/25/2023
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.
although a pre-inspection was completed in addition to the inspection I paid for myself, not even 24 hours after owning the vehicle the "check hybrid system" light appeared on the dashboard which indicates that the hybrid battery needs to be replaced. Hazard lights such as those do not appear overnight and there are several signs that would tell a dealership full of Toyota technicians and mechanics that specialize in Toyota and Lexus vehicles that something is wrong with the battery and that the hybrid battery is failing. Customers that own hybrid vehicles created by Toyota and Lexus exclusively take their vehicles to those appropriate dealerships when issues regarding the hybrid battery arise.
The response from the dealership saying, "Unfortunately, an inspection does not guarantee that the vehicle will not fail", is simply unacceptable. Customers including myself, pay for multi-point inspections such as these to bring awareness to any issues that a vehicle currently has and what hazards will potentially arise in the future. The vehicle is scanned for error codes, faulty wires, maintenance that will arise in the future, and so forth.
Until the lack of awareness, sincerity, and care that was expressed to my family and I at the time of purchase and before the time of purchase (due to lack of transparency regarding the health of the hybrid battery) is acknowledged and the offering of a new hybrid battery is offered to my family and I for the vehicle, I will continue to reject any responses from the dealership in the future in regard to the matter.
hazard triangle, and a warning message stating, “check hybrid system”. Seeing these warning lights was alarming and concerning after just receiving the vehicle.
On September 1st, 2023, I had the vehicle examined once again for a multi-inspection from another dealership, ******** Toyota of Farmington Hills. After, this inspection it was confirmed that I needed another hybrid battery for the 2011 RX 450h. The approximate price for the hybrid battery replacement is $7,600.
I am now to believe that Germain Toyota withheld information from my family and I, regarding the health of the hybrid battery. I would assume this was done so to simply complete a sale, instead of being honest and providing all information regarding the vehicle to me prior to the purchase. Now knowing that I will need a new battery makes this experience extremely frustrating and costly.
Business Response
Date: 10/03/2023
This vehicle
went through our AS-IS inspection and a customer paid pre-purchase
inspection. Aside from brakes during the original inspection and
replacing the banjo bolt on the requested inspection, there were no other
issues found. Unfortunately, an inspection does not guarantee that the
vehicle will not fail. Our pre-owned manager, ***** ***** is available to speak directly with Ms. ****** regarding any questions and can be reached at ###-###-####.Initial Complaint
Date:09/05/2023
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 have been informed by Ford that the engine that’s currently in the vehicle is not the factory engine and has been replaced with a used engine. Germain Toyota of Columbus failed to inform me of this when I purchased the vehicle. When you buy a car, there is a reasonable expectation that all major parts, including the engine, are factory original unless stated otherwise (which was not in my case).Business Response
Date: 09/07/2023
******* purchased an AS-IS vehicle and denied our offer for
a warranty to protect his purchase. After leaving our dealership he stated his
check engine light came on, but he didn’t feel it was a concern and didn’t
contact our dealership until the 18th to notify our salesperson of
any issues but said “it’s all right, easy fixes. He then called in 2 weeks
later saying the vehicle broke down on the interstate. Our sales manager
has discussed this situation with ******* and his father letting them know that
there is no 30-day warranty, and the purchase was AS-IS.Business Response
Date: 09/26/2023
As we stated in our first response, the vehicle was sold
AS-IS! Upon contact from the customer, he admitted that his check engine light
came on and he continued driving the vehicle and then the vehicle broke down on
the side of the road. His continually driving of the vehicle would have caused
damage to either a factory engine or a used engine. Germain Toyota cannot be
held responsible for decisions made by the customer and for concerns with
the vehicle we were not made aware of until after the fact.Initial Complaint
Date:06/07/2023
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've being going to Germain Toyota service center since 2020. I am writing regarding unfair practice, I experienced at Germain Toyota located at **** *********** ***** ********* ** ***** on June 5, 2023.
I scheduled an oil change only for my 2008 Toyota Avalon on June 5th at 2:15pm. I arrived at 2:00 pm and checked in. I informed the Germain employee; my tire pressure light was on and requested they refill my tire with air. Due to weather temperatures my tire pressure changes and I usually stop in for the service team to adjust my tire pressure.
The Germain employee replies "If it's another issue with the tire the cost is $49.50 to perform the service to fix the issue."
Puzzled by the Germain employee response; I replied "No sir! Just put air in the tire please." I advised the Germain employee my keys were in my vehicle and we moved forward with the scheduled oil change.
At 2:09 pm I received a text stating the following:
Vehicle Check-In Completed: Click here to see your Vehicle Check In Documents ****************. We will be following up shortly with an update regarding your MultiPoint Inspection results. Make sure to view them as soon as possible in the event the technician has any recommendations.
Nowhere in the text does it states there was a tire valve issue and that it would be replaced, tightened and no verbal communication as a follow-up from the Germain employee.
At 3:57pm, I received another text stating my vehicle is all serviced and ready.
I went to the cashier to pay for my service and the cashier stated the total cost is $82.74. I replied that's incorrect I only requested an oil change. She insisted I speak to the Assistant Service Manager.
I asked the Assistant Service Manager "Why am I being charged for service I didn't approve of?"
The Assistant Service Manager reapplied “It's on the service order" and preceded to give me options regarding the release on my vehicle.
The Assistant Service Manager stated in a condescending tone:
"You have 2 options Mr. ******"
"Option 1. You pay the invoice in full and speak with a manager in the morning"
"Option 2. You leave your vehicle and come pickup it in the morning."
I felt I was being forced to pay for services I did not authorize. I went back and forth with the Assistant Service Manager regarding my concern. The Assistant Service Manager’s tone was extremely indifferent and he continuously repeated the only options he developed for me.
It's now around 5pm and I made zero progress with the Cashier or the Assistant Service Manager regarding the unauthorized service to my vehicle. I contacted the Columbus Police Department and filed complaint # ********* at around 5:41pm.
Frustrated and confused I walked out to my vehicle and noticed my tires had be rearranged. I approach the Assistant Service Manager regarding this and he again dismissed my concern. And stated no one rearranged my tires. Now I'm really upset and more frustrated and walked back to my car.
Around 5:45pm, the Sales Manager comes outside and approaches me and states "Mr. ****** we're going to take $20 off you service cost."
I replied "Sir that's not acceptable because 2 services have been performed on my vehicle without my signed consent."
I had a 15 minute conversation the Sales Manager regarding their service policy. The Sales Manager finally adjusted my invoice to oil change as I scheduled earlier. I paid and finally my vehicle keys was given to me.
It's now 6:00pm; almost 2hrs after my oil change was completed.Business Response
Date: 07/10/2023
On June 5th Mr. ****** came in for an oil change service and had mentioned that he was
having issues with his tire pressure. Per Mr. ******’s statement his Assistant
Service Manager documented a concern line of “Customer state’s one of his tires
keeps losing air, is unsure of which tire it is please check and advise”. See
attachment of the repair order written at time of check in.
Included in the
“vehicle check-in completed” document in which he received would have been a
documented line of the statement included on his Repair Order. At that time
there was no mention to his assistant service manager that he did not wish to
have the concern diagnosed. After his check-in was completed, his technician
moved forward with a diagnosis of the concern Mr. ****** had stated. The
technician had identified the cause of his concern which was the result of a
valve stem issue. Due to a software issue with the multipoint inspection tool,
there was miscommunication between the assistant service manager and Mr.
******. Due to this miscommunication our acting Used Car sales director at the
time chose not to charge Mr. ****** for the service he had disagreed with to
rectify his concern.Initial Complaint
Date:06/02/2023
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.
Feb 19, 2022 I took my 2011 Toyota Tundra Transmission Fluid Flush. May 1. 23 my check engine light and 4Lo light is matthew kach said my transmission problem is I need a transmission cost 9000 dollar. I didn't have problem until I Germain Toyota work on my truck I wasn't my truck in the same condition it was Feb 2022.Business Response
Date: 06/06/2023
On February 19th, 2022, ****** **** came in with
his 2011 Toyota Tundra, Vin ending in BX162933. At that time Mr. **** requested
a standard transmission fluid service to be performed by one of Germain
Toyota’s factory trained technicians. The transmission fluid service was
performed at 117,820 miles and was the first time Mr. ****** vehicle had been
in for service at Germain Toyota Of Columbus. The vehicle was returned to Mr.
**** directly after service, at no time were there any issues or concerns from
the referenced service on 02/19/2023 brought to Germain Toyota’s attention.
On April 28th, 2023, ****** **** returned with
the vehicle stating that there was a concern. Per Mr. **** the 2011 Toyota
Tundra, Vin ending in ******** was shifting harshly and had a Check Engine,
Traction and 4LO fault light on. Mr. **** requested that the concern was
diagnosed by a Germain Toyota factory trained technician and that he was
informed of the repairs needed to correct the concern. During the inspection of
Mr. ****** vehicle, a Germain Toyota factory trained technician identified that
the 2011 Toyota Tundra, Vin ending in ******** had issues with multiple shift
solenoids within the transmission valve body. The transmission fluid in the
vehicle at the time of the inspection was burnt and contaminated with metal shavings as a result
of the part failure referenced. This in turn resulted in erratic shifting
around thirty to forty miles per hour or in between third and fourth gear. Mr.
**** was quoted a full transmission replacement at this time to resolve the
concern. Mr. **** declined the repair.Initial Complaint
Date:05/02/2023
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.
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 20010354
I am rejecting this response because: we were told to not pay too much attention to the sound that was being made when traveling at high speeds because it was a simple case of the tires being worn. We put our trust in your word, throughout the few months that the sound got continuously worse the few service appointments that we had, once I can recall tech Mohogany mentioning that the car was taken on the freeway and everything sounds great. So what exactly were we suppose to report, when we were being told that the sound was “normal” and that we shouldn’t be too concerned with it. I have plenty of family members that would be willing to attest to the fact that the noise got progressively worse in that time period. By November it had gotten so bad that it had to be addressed because we were weary to take it on the freeway.
everything sounds good” we finally got fed up took the car to discount tires to get the “worn tires” fixed and that’s when they informed us that our tires are actually in great shape. we then called Toyota and asked that they actually take the time to make SURE it’s nothing serious. This was march 27th That’s when they informed us that it was actually a bad wheel bearing. Now, we like to keep up on our car, as to avoid this kind of thing happening because my wife uses her vehicle to drive our 2 kids around in, and the thought of them being put in real danger anytime she decided to take the freeway “or any high speed roadway” because of a very serious misdiagnosis like that, is honestly a little infuriating. Like I said, we’ve had multiple issues with this dealership, but this one..I personally feel like should be addressed, because it very well could have ended very badly for my wife and kids had that bearing locked up..especially while traveling at higher speeds. Also car detail
Regards,
***** ********Business Response
Date: 05/12/2023
We are sorry to learn that Mr. ******** is unhappy with our
service department. After Mr. ********** November appointment their vehicle was
brought back to our dealership twice before the April appointment. The
drivability concern was never mentioned on either of these visits according to
our records. R/O 511552 and 511064. It wasn’t until they returned in April that
it was mentioned again and at this time our service department discovered that
the wheel bearing needed to be replaced. After the replacement, the vehicle ran
according to standard with no drivability issues. Our new Service Director,
**** ********, will be reaching out to Mr. ******** to further discuss this
matter with him.Initial Complaint
Date:04/05/2023
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.
Germain sold a new car to my mom at new car sticker pricing in 2009 without disclosing the vehicle had extensive repairs made. When the repairs had failed we took the vehicle back to the dealer and their body shop said the repairs that were made were substandard work and any work done at a dealer shop carries a lifetime warranty. What all was repaired was the hood, front bumper, drivers quarter panel and drivers front door. The correspondence has been going on for months and we have to chase them down to get any info. Now the dealer refuses to make the repairs and states only white cars carry a warranty and cannot honor a warranty because our car is grey.Business Response
Date: 04/06/2023
Our sales manager ******* spoke to ****** on 4/5. ****** will be visiting our dealership on Saturday 4/8 to see how we may be able to assist with his mother's concerns.Business Response
Date: 05/22/2023
We have addressed the customers concerns directly with him. The consumer is wanting our dealership and Toyota to cover painting areas of his vehicle that have sun fading. This is not covered by the dealership or the manufacturer.
Customer Answer
Date: 05/22/2023
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 19897740
I am rejecting this response because multiple reasons, the facts are as follows:The start of this entire claim was due to the fact the vehicle was sold as a "new" vehicle and was priced accordingly. The dealer did not disclose that the vehicle had been wrecked and repaired. The extent of damages to the vehicle was significant as the associates who assessed the vehicle noted the front bumper, drivers quarter panel, drivers door and hood were all repaired.
The New Car Sales Manager l, ******* stated that he understood and the damages and repairs should of been disclosed and for that the dealer would fix the failed repairs at cost workmanship at cost. It was requested that the vehicle was brought into the dealer so they could assess damages and repairs. At the time when the vehicle was brought it there were 3 associates of the dealer who worked in the collision center (1 manager, and 2 techs) who viewed the repairs made by the dealer body shop. They all stated that the repairs had failed due to shoddy and substandard workmanship. They also stated that Toyota offers a lifetime warranty for all work done by Toyota dealers so there would be no cost to correct the substandard repairs previously performed. With this information we revisited the Sales Manager who then blew it case off.
After continued follow ups we were later told that Toyota only honors lifetime warranty to white cars (ours is grey).
Only now that the case has made official complaints of record, the failed repairs are now minimized as sun fading.
PLEASE NOTE: We are continually told that it's a 15 year old car, and the dealer dismisses 15 years ago they unethically sold a NEW CAR for a NEW CAR price without consideration to any discounts which would of been addressed had the wreck and repairs been disclosed. To date we've only requested the repairs to the substandard work be addressed, but now we believe that their gross misconduct from 2009 to present which cost time, energy and stress should have reparations.
Regards,
****** *********Initial Complaint
Date:03/15/2023
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.
[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 feel pretty embarrassed that I jumped to conclusions. The cryptic name of the credit card as well as the timeline of everything. Plus, My salesman had added on a lot of charges to the car that I was unaware of. It Made me wonder if it was something that my salesman added on. Thanks for the quick response and sincerest apologies to everyone involved.
work so I can see what these accounts are. Anytime I am able to contact someone via phone or website chat (Which isn't very often). They tell me a salesperson will get back to me and they never do. I was not even aware of any interest on the accounts or anything like that. To my knowledge, I was only getting a car loan. I was not aware they were opening credit accounts in my name without my permission. I feel what they did is illegal, and I want them removed from my credit report.
I accept the business's response to resolve this complaint.
Regards,
****** ************Business Response
Date: 03/20/2023
After our finance manager spoke to the customer, the
customer realized he applied for a 3rd party credit card himself (Apple
Credit Card) a few weeks before he came to buy his first car in July 2022. He
did not remember the timeline and assumed that he got the credit card thru
us. He had issues with this car, so he
traded it in a few months later in November 2022. A Toyota Credit Card was
issued at this time but he never used it. He used his own credit card instead.
He remembers all of this now. His only concern is that he forgot he applied for
these credit cards. We offered the customer duplicate copies of his paperwork and
provided a personal contact number in case he has any other issues. After this
conversation the customer was satisfied and ok with the outcome.Initial Complaint
Date:12/16/2022
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.
• Vehicle was taken to this Toyota location after accident roughly 8 months ago.
o Parts were replaced by dealership during the repair of the car after the accident.
o Toyota committed under contract to take the car back to original condition before the accident.
? Original condition was not met.
o Customer took the car back into business do to excessive tire wear on the front and rear passenger side tires, rattling, and shaking on the front passenger side.
? Toyota worked to review the car.
• It was found that there was excessive tire wear on the front passenger side and wear on the rear passenger side that did not match the driver side of the vehicle and the tires should be replaced.
• It was found that the rear alignment was out and could not be easily realigned due to corroded bolts.
o This was not fixed during the initial realignment.
o Alignment was knocked out during the accident.
? Toyota did not take the time to remove the corroded blots and realign the rear.
• Tire wear occurred over the 8 months due to the rear alignment issue and worn components that did not match the specifications of a new component.
? Toyota replaced the front driver strut during the initial repair, and placed a new tire on the front left of the vehicle.
• It is known industry wide that when a strut or tire is replaced on one side it should be recommended to the customer to replace the other side due to tire and component wear issues.
o (You would not replace break pads on one side of the vehicle)
• Toyota found that the rotor and pads were worn more on the passenger side
• Toyota found that the sway bar linkage was also work on the passenger side
• By replacing a single strut can results in limited life of the components and tires on the opposite side.
? Toyota did not recommend any other components to be replaced at the time of service. Service manager did agree that this should have been done and would never recommend replacing one strut.
• This resulted in tires and components wearing
? Toyota would not support fixing the issue.Business Response
Date: 12/22/2022
Customer
returned over 8 months later
and with over 25,569 more miles after the collision repairs.
Initially
when the car came in the alignment was ok. See attached pics.
We
had **** our master diagnostic tech, review the customer concerns.I
advised the customer that our master diagnostic tech performed an inspection.
And revealed both struts were good and did not require replacement. We
did put it on the alignment machine and verified at this time the RIGHT REAR
centric. (Alignment adjusting bolt) is seized up and would require
replacement. Customer was given an estimate.
The
vehicle has seen little to no maintenance since being picked up. We offered
at the time to help support the customer by discounting labor and parts as a
customer satisfaction gesture.
We
feel that moving forward the customer can pay for 100% of the repair.Initial Complaint
Date:11/10/2022
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.
**** ******** traded her former car into salesman as down payment and paid $12,000 for 2009 Camry. It needs bodywork done on both sides that should have been before having her pick it up. He said he would do a few things to fix it up. An additional $70 had to be paid for detailing and that was all and he is refusing to do anything else.
To resolve: There are creases down both sides in both rear fender wells that need to be repaired and painted to prevent rusting. There is a 6" scrape down into the paint on the passenger rear door that needs the same type of repair and paint protection.Business Response
Date: 11/14/2022
All our pre-owned vehicles are sold as is. As a
goodwill gesture we have cleaned, buffed and provided dent repairs multiple
times on this vehicle that was sold almost a year ago. We are no longer
responsible for an further repairs or cleaning to this vehicle.Initial Complaint
Date:10/31/2022
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.
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 18337456
I am rejecting this response because: The price for the CVT fluid change was not a coupon. I had discussed this with Cody that this COULD NOT be a coupon price as it does not state that anywhere on there service.Further more when you use a coupon at Germain you download the coupon into your phone on iphones (unsure the process for Android users). For example I DID download a $54 coupon for a oil change that I DID show cody at the time of my CVT Fluid service. This is an absolutely incorrect statement of how YOUR website is set up.
Therefore I believe that germain is still being fraudulent. I have attached three screenshots from Germains website where they have this price listed. Absolutely nowhere does it states that "this is a coupon and please show to service advisor"
This statement is a bold lie, I offended that the first response was to shift blame to ME for not showing a coupon that never existed. When I DID use another coupon. On the coupon I used for the oil change under the terms of the coupon it states "One coupon per customer" If the CVT price was a coupon Why was I not asked if I wanted to use the oil change coupon OR the CVT fluid coupon? Why was I not told that I had tried to use two coupons?
Well, this is because you guys are lying and this price was NEVER a coupon price.
The $199 CVT replacement is the price listed online for the service. Period, the statement that this is a coupon is a lie. Germain is trying to shift the blame to the customer. The point of the matter is your dealership is listing a price online that is not correct. Still on this service there is no mention of needing to show this coupon to the service at the time of service? They bamboozled me out of almost $100
I still have the oil change coupon saved on my phone to show a REAL example of what a coupon looks like at Germain.
light discount for my time I had sit in the dealership, The two hours however proved to be much longer than my next service. I pain my bill and left the dealership, I then began to read the bill, my Entire $375.74 bill I was charged $242 for my transmission fluid change. I immediately noticed how much more expensive the transmission fluid change is than what was listed on the website, I called in Germain as a anonymous customer and inquired how much the exact same service cost and the lady informed me this was $289. This is now three different prices I have been told, $199 was listed on the website, $242 is currently on my bill and the lady states its $289. I expressed my concerns with Mahogany a customer service representative and she agreed this was incorrect and I was overcharged and should have had my money refunded. Currently 10/31/2022 and Germain is still falsely listing the service online as costing $199. My one flutile request to cody was they remove this fraudulent Price.
Regards,
******* ***********Business Response
Date: 11/18/2022
We apologize for the pricing error. If a customer calls in asking for a price they are given the every day price. Upon arrival to the dealership the customer must present the online coupon to receive the special pricing. Once the customer mentioned our online special we adjusted the price. As far as the coupon being removed from our website, it was a special offered at the time and remained available for our guest to use.Business Response
Date: 11/23/2022
We apologize for any misunderstanding. For the month of
October, we did have a coupon posted on our website. Upon further investigation
we found and corrected the pricing for the service the customer was referring
to through our online scheduling. Our service manager has also issued a $50 service certificate for ****** as
a thank you for helping us to locate and correct this error on our website.
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