Complaints
Customer Complaints Summary
- 28 total complaints in the last 3 years.
- 8 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:04/19/2024
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.
'***** ******' via Dispute Resolution - Shared Inbox <[email protected]>
Attachments
Thu, May 9, 8:28 PM (15 hours ago)
to Better
Complaint number ********.
Took car into dealership and we are still working out a repair deal to resolve the matter. They have acknowledged there is an engine problem, but they are not equipped to do the repair.
***** ******
Business Response
Date: 04/30/2024
Our manager spoke to Mr. ****** and he will be bringing the navigator in to our dealership to see how we may assist.Initial Complaint
Date:04/09/2024
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.
[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,
****** *******we planned on paying. The service associate then ushered her to the checkout counter to pay and because she was by herself, she didn't know that by signing the invoice she had retroactively approved the work being done despite never approving it in the first place. This was a very predatory business practice and we will not be returning to this location. We would also like remaining years of our VIP maintenance package to be cancelled and refunded because I don't want to risk work being done on our vehicle that we didn't approve the next time we go to get an oil change.Business Response
Date: 04/25/2024
We sincerely apologize to Mr. and Mrs. ******* for their experience and will be issuing a refund for the services they did not approve. This most certainly isn't the way we do business here at Germain and will be addressed by our service manager.Initial Complaint
Date:02/28/2024
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.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I accept the business's response to resolve this complaint. I thank Mr. ******* for promptly reaching out to me to make it right.
Regards,
****** ********the completed work order from when the tires were replaced. After a long wait, I was told that the paperwork could “not be found“ and that there was nothing they would further do to rectify the situation, since there was no paper trail. I feel as though they owe me the two NEW tires that they promised me with the original sale or should be able to produce the paperwork that the tires were done as promised.Business Response
Date: 02/29/2024
Our General Manager, **** ******* has spoken to Ms. ******** and informed her that we will be installing two new tires on her vehicle.
Initial Complaint
Date:01/22/2024
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.
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 21181102
I am rejecting this response because:
I have attached the requested information in this response.
Regards,
****** P ****** me.Business Response
Date: 01/26/2024
****** ******* <**********************>
Tue, Jan 23, 1:49 PM (3 days ago)
to [email protected]
To whom it may concern, ****** ****** mentions a third party estimate in his complaint, but no estimate was attached. Did he by chance send one and it was forwarded?
***
****** *******
Customer Relations/Online Reputation Manager
Germain Motor CompanyBusiness Response
Date: 05/01/2024
Our team will be more than happy
to reimburse the client the amount of the A/C repair as it did seem to have a
minor leak. If Mr. ****** chooses to accept our help on the repair cost
reimbursement of the A/C unit, we will need the confirmed address of where to
mail a check. If they provide us with an email address, we can also provide
tracking information for the check. They can reach out to our GSM, ***** **** at [email protected] to move
forward with the reimbursement.
As far as the body damage to the
vehicle is concerned, we will not be participating in the repair cost. The
supporting documents, photos, and condition report as to when the car was
bought, reconditioned, and sold do not show any evidence of it being damaged.
The vehicle was driven across the country and the customer assumingly was in
and out of it several times for fuel alone, certainly that damage would have
been noticed before the week passed until it was brought to our attention for
the first time.Customer Answer
Date: 05/06/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 21181102
I am rejecting this response because:
The warranty covered the A/C repairs. The full scope of the undisclosed damage to the body was not fully realised until the repair to the A/C was performed (the dent in the hood was just the tip of the iceberg). No “evidence” as to the condition of the body has been provided from Germain Honda. We on the other hand have supplied ample evidence showing that the full certified inspection of this vehicle was not performed (not the least of which was selling a vehicle with a damaged A/C system). I traveled from OH to AZ in two days. My wife noticed the dent in the hood in the full light of the AZ sun and we immediately took it in for assessment and got the process started (to this day the undisclosed damage is still difficult to spot unless you’re looking for it, it could easily be mistaken as part of the design to the untrained eye.)
Regards,
****** P ******Initial Complaint
Date:01/11/2024
Type: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: 21128793
I am rejecting this response because:I paid for a Honda Certified pre-owned vehicle. What I received was a pre-owned vehicle without the Honda pre-owned certification. Until my vehicle is in my name as a Honda certified pre-owned vechicle, this issue is not resolved. I did not receive what I paid for.
Currently I am driving around with a faulty alternator because this business cannot resolve a mistake they have made. No one has approached me about a solution while they are attempting to fix an issue in Honda’s system, instead they are allowing me to drive my 3 kids under the age of 5 around in a car that is faulty in the middle of winter. This has been outstanding for over a month. Communication is not the solution, actions are.
Regards,
***** ****Business Response
Date: 01/12/2024
We are actively working this complaint and have been in contact with the customer. The fuel pump is involved in a recall, and we are developing a plan on how to move forward to assist the customer until the recall is resolved. We have notified the customer that we will follow up with them with a planned resolution.
Business Response
Date: 01/29/2024
The customer's vehicle is scheduled for service on the alternator at Penske on February 16th. We have notified Penske that Honda of Dublin will be responsible for this repair. We also notified Mr and Mrs **** that we will cover this cost so they can coordinate payment for the repair.
At the time they purchased the vehicle and recall was issued and we were unable to complete the recall before their purchase. The vehicle cannot be certified until the vehicle recall is completed. This has been explained to Mr. and Mrs ****. Penske is going to attempt to complete the recall while they have the car in for the alternator. Once the recall is completed the certification of the car can be completed.
Initial Complaint
Date:11/01/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
, I am the owner of a 2005 Honda accord. My Honda battery died for the fourth time in recent months. I contacted Aaa to tow my car to Germain Honda in Dublin Ohio. On October 30, 2023. Aaa notified me that I am out of service calls. The Honda battery is very clearly to be covered under warranty.
The AAA technician stated that the battery was dead and needed to be replaced by the Honda warranty. Germaine Honda contacted me today November 1 and are refusing to honor the Honda battery warranty. I am requesting germaine Honda to finish the job and honor the warranty of the dead battery.Business Response
Date: 11/07/2023
Our dealership had the vehicle back in to our shop and found that the issue was caused by the radio and not the battery. The vehicle is fixed and returned to the customer.Initial Complaint
Date:07/19/2023
Type: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.
****** ****** <********************>
Fri, Sep 1, 9:18 PM (5 days ago)
to [email protected]
To whom it may concern,
Please close my complaint against Germain Honda of Dublin. They have made steps toward resolution. I no longer feel the complaint necessary.
Thanks, and kind regards,
****** ******Business Response
Date: 07/20/2023
Our records indicate that our Pre-owned Manager **** *** was
in email communications with ****** and clearly invited him into the dealership
for us to inspect the vehicle. ******, never responded to this invitation. Our
team needs to inspect the vehicle to determine what exactly is the concern
before moving forward.Initial Complaint
Date:05/15/2023
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.
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
rn I haven’t even had this car 45 the paper tags are still good and I feel like they know they sold me a bad vehicle that’s why won’t nobody take my calls or reach back out.Business Response
Date: 05/18/2023
Mr. ****** has visited our dealership on 5/17/2023 and our team is in the process of buying the vehicle back from him.Initial Complaint
Date:04/11/2023
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.
In February 2022 I purchased a 2019 Honda Pilot from Germain Honda of Dublin ( 28k miles). By February 2023 it needed a new transmission as a leak was evident during a routine oil change. We were told this was covered by the certified Honda warranty and that the leak was minimal so I was able to take my car home and they would call me when the NEW TRANSMISSION was in. After 2+ weeks I still had not received any correspondence regarding the part so I called. This is when things started to unravel. First, we were told that they never took the pictures required for approval of the warranty. I asked to speak with a supervisor as that was not acceptable. When we spoke with the supervisor the story changed, they said they called me and left messages ( false) they said that the pictures were taken but they needed better ones, and they blamed me for not reaching out sooner. After a call with the manager and against my gut I brought the car back to have the transmission fixed. Now, as of today, less than a month after getting my car back, every warning possible has gone off on the dash...We brought the car in today, told them what was wrong, they said they fixed what was wrong but " every light on the dash was lighting up" Umm yes that is why the we brought the car in... Oh well that will be $1200 to fix. What does it even mean to have a certified Honda that was purchased 14 months ago that only has 40k miles on it if it is not covering this. Also a simple google search will acknowledge this is a known issue. The service advisors are less than competent, the managers are even worse, and it will be a cold day in hell before we return. I knew not to go to Germain, they have a terrible reputation but I did it any way. SHAME on me. If I can save others the hassle by simple saying DON'T DO IT, find another dealership, then I suppose all of this trouble is not completely in vain.Business Response
Date: 04/20/2023
We reached out to the customer on 4/14/23 and left a voicemail
stating that we made a mistake reviewing her vehicle. The customer has a
certified preowned extended warranty through Honda. The purge valve was
replaced, and the customer was charged $200. The second repair needed was a
multi miller wave radar to correct the customer’s concern and is roughly $1000.
The advisor made a mistake and attempted to charge the customer for that
repair. Both repairs are covered under the warranty. As of today 4/20/23 we
have not heard back from the customer.
We need to refund the customer for the original repair and
replace the radar under warranty. We have not heard back from the customer yet.
She can reach out directly to our Service Manager **** ******* to set up the
warranty repair as well as the refund he can be reached at ###-###-####.Initial Complaint
Date:04/04/2023
Type: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: 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,
******** ******Business Response
Date: 04/05/2023
The first voicemail our service manager **** received from
her was Tuesday April 4th at 8:30 a.m. **** got right back to her
and expedited the situation. We are not sure who she spoke to the first time
and apologized for our lack of communication. We are taking care of the
situation at no cost to the customer. She is scheduled for Friday at 10:00am to
have the part replaced.
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