ComplaintsforGermain Lexus of Easton

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for the Platinun extended warranty. Was told when I bought the vehicle it was just like a bumper to bumper warranty. Now that I am trying to make a claim to get my car fixed, the dealer says my warranty doesnt cover the repairs

  Business response

  07/10/2024

  Hello. We have contacted the guest and trying to resolve this issue. The guest had the vehicle towed to a local dealership around them and that dealership gave them a quote without proper documentation of diagnosis. We have also reached out to that dealership to obtain more information. Guest did purchase a *************** Agreement and verifying coverage. 

  Customer response

  07/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21957458
  
  I am rejecting this response because: 
  

  We purchased the extended platinum warranty and was told at the time of purchase it was a bump to bumper warranty,  What a waste of money and **** poor customer service.  

  Regards,
  *******************

  Business response

  07/12/2024

  We are attempting to contact the ****************** at *******************. Even though the vehicle was purchased with a *************** Contract, the vehicle was purchased as is. Our Preowned Manager will be contacting you. 

  Customer response

  07/15/2024

  I talked with ******************* from Germain Lexus.  We have come to a resolution.  I wish we could have talked before filing the claim with the BBB.  We are satisfied with the solution.  Thank you, ********************;
  

  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *******************

• 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

  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,
  
  ***** *******

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