ComplaintsforGermain Honda of Dublin

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in for a diagnosis back In May and they supposedly replaced the battery and thats what I paid for but Ive been having issues since then, took it back to German they diagnosed again, replaced the engine and said a sensor is out. In the meantime, they were supposed to get me more info. Didnt hear from them for a week. Had my car towed from their facility to another Honda dealership. Come to find out, the battery was never replaced back in May. I want my money back.

  

  Business response

  10/14/2024

  Our service manager, *** ****** reached out to Ms. ***** and we have refunded the monies paid for the battery. We sincerely apologize her visit did not meet the 5-star standard of excellence that our team strives to deliver. 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased the 2025 Honda Pilot from Germain Honda on June 22, 2024. Since the date of purchase, I have experienced several significant problems:1.Delay in Receiving Title: Despite the purchase being completed in June, I did not receive the vehicles title until September 23, 2024, which is more than three months later. **** Payment Information Until Late September: I did not receive any payment information for the vehicle until I was contacted by Honda Financial on September 23, 2024. At that time, I was informed that my payment was overdue, despite having no prior communication or invoice regarding payment. 3.License Plate Issue: I have not yet received my permanent license plate. My second temporary plate expired on September 4, 2024. As a result, I have been unable to legally drive the vehicle for almost a month, which has caused significant inconvenience. I have contacted Germain Honda about this matter, but they have not provided a timely or satisfactory resolution.

  

  Business response

  10/15/2024

  Prior to this complaint, our General Sales Manager had spoken to Mr. **** and explained that the delay in the title was due to his being out of state and needing to sign paperwork and return it to us. We collected two payments upfront and Honda short-funded the deal. This was also explained and shown to Mr. ***** We explained that after Honda funded the deal,he was responsible for payments to Honda. After receiving this complaint, our Director of Guest Experience reached out to Mr. **** and let him know that with his Ohio title he needed to take it to his local title agency or secretary of state's office so they could transfer it to a ******** title and then issue his plates. To help him better understand some of the delays in the process, she gave him a brief overview of how long it takes for processing and added on out-of-state filing. Once it was explained to him, he was much more understanding. Additionally, we are offering Mr. **** extended service coverage at our Germain Honda of ************ location, which includes two complimentary oil changes, two tire rotations, 15% off parts and accessories, and one complimentary vehicle detail per year for the next two years.

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car to get a repair done I had a leaking valve cover gasket and the incompetent predatory people showed their true colors once again . Where do I begin, I asked them to fix a non working light on my rear view mirror and then ended up getting a broke windshield broken front drivers seat and more lies and the run around then I ever wanted to in my life . But mind you this is a business I filed a complaint with at the ************************ about them Lying shortly after purchasing my car that I needed front struts on my car to **** more money out of me . I took my car back a total of 3 times and they are saying a brand new mirror isnt working and the imbecile service manager told me I would have to shine a flash light on or to get it to work. How laughable its supposed to be green not by shining a light on it. I was also promised by the service manager that he was going to order a part in for my seat as you can see its broke in half. I do not and will never trust them again 3 times is not a charm . The first day I dropped my car off I heard an angry woman saying she would never be back . Why hasnt this business been reported to the **** I can imagine an investigation would be eye opening. I want to know how the service manager would feel if this was his car ???? Enlighten me . They never planned on fixing it in hopes I would buy another one. 2 words : Smoke and Mirrors . What a facade

  

  Business response

  07/30/2024

  The below is from our service manager:

  I spoke with her in person. I had ****** look at her vehicle personally. She stated there was not power to the mirror and it is not operating correctly. ****** checked her claim that there is no power to the mirror. There is and the mirror is working as designed. I explained to her what ****** told me. The green lights are actually light sensors not lights. You can shine a light on the mirror and see them. They are the sensors that dim the mirror when you have a vehicle behind you. There is a ******* video that shows that exact thing. She is a previous customer of **************** **********. They kindly told her to never come back there. We have worked on her vehicle several times. Every time she complains of an issue. We have spent more money internally paying for repairs on her vehicle than she has here because of it. The mirror is operating as designed. There is no more we can do mechanically. I dont see in her pictures anything broken on the seat. I can have Ally call her to get more information about that.
  

  Customer response

  07/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22053786
  
  I am rejecting this response because: 
  
  Regards,
  
  *******************************

• Initial Complaint

  06/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a car on 05/04. They did not give us a copy of the car fax. The title also hasnt shown up and they wont give me an extension on my temporary tag. Without the title, I am forced to drive with an expired tag. I have sent numerous emails, sent texts, and called to try to get help. They have ignored me and made this whole experience awful. My car also had a hub cap fall off and battery for the car key die within 2 weeks of the purchase. In person, they said theyd contact me to help. Like all the other issues, its been weeks and theyve refused to even attempt to help. Some employees blamed their lack of help on being uneducated about a computer. This difficult task just included sending an email, which they used to respond to the request. Overall, theyve been extremely frustrating, unhelpful, and overall a terrible experience.

  

  Business response

  06/21/2024

  We have issued a second temporary tag and have notified the customer that her memorandum title will be emailed directly to her. 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The involved dealership was Germain Honda of Dublin. On 10/14/2023, we bought a certified 2014 Honda Odyssey from Germain Honda after trading in our 2011 model. The purchase price for this new car was $15,665.00, see attachments.The first time I noticed this issue was October 17, 2023. This problem occurred 3 times within 4 months, in which we were told the issue was resolved between the last visit and now. Our sales associate was *****. The first time, they informed me that there was a problem with the sensor on the car which they partially fixed. The next day, on our second visit the same thing occurred, we took it back and they said they fixed the sensor system. The third time, on my way home from work I noticed the car was shaking and a light came on. I didnt know what this light meant, so when I got home I immediately took a picture of the light and went to the dealership. I was told that this was the engine light, meaning that there was a seriously issue with the car, and I should not drive the car but instead tow it to the dealership. We towed the car at our own expense and it stayed there for about 5 or 6 days until they called, saying it was fixed, but I was not given any papers detailing what they did to solve the issue, so we trusted that it was fixed, as we were told. Up until this visit, the car was still under warranty both mileage and timewise. The light stopped blinking but on January 29th, the same problem happened again. According the invoices I was given, the following repairs were completed: Replaced ignition coil and spark plugs. The following services were suggested include Perform Ring Repair #1-3 ($4,699.84) In addition to other services suggested, the total estimate for these problems is $7,227.88. I have attached all required documents including the invoice which detail the overall cost estimated for the repairs needed to be completed. We are still making all payments for both the car and the insurance despite not driving the car.

  

  Business response

  05/10/2024

  We have submitted ****************** claim to our warranty company. We are awaiting their decision. Our team will follow up, once a determination is made.

  
  *************************** <*******************************************>
  11:27?AM (53 minutes ago)
  to ********************************************************
  
  Complaint ID:
  
  ********
  
   
  
  Attn: Trezon
  
   
  
  I left a vm regarding this complaint. I responded this morning as it was nearing the timeframe to respond. Since my response, we have heard from the warranty company and our General Manger is reaching out to the customer to offer a discount on repairs. Can we update the response to read:
  
   
  
  Our general manager, *********************** is contacting ************** to offer a discount towards repairs of his vehicle.
  
   
  
  Best ******************************************************************************************************************************************************************* Company
  
  Phone: **************
  Mobile: **************
  
  ************************
  ******************
  GermainCars.com

  Customer response

  05/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21638372
  
  I am rejecting this response because: 

  
  A representative of Germain Honda reached out to me on Friday morning informing me that they would offer me a discount on the repairs my vehicle is in need of as I did not opt for the extended warranty, to which let him know that when I brought the car in to be checked out, it was well within the warranty both time and mileage wise. I let him know that upon the flashing light appearing in the car, I took a picture and immediately went to the dealership where they let me know that this was an engine issue and that I should not drive the car. I had it towed in for an inspection and they said the problem was resolved. The representative was unaware of this situation and said he would obtain further details of the case and reach out to me again with an update either Friday afternoon or Monday however, as of Tuesday night, I have yet to hear back. I am highly unsatisfied with my purchase as Germain Honda has clearly sold me a vehicle in bad shape. I brought the car in for multiple inspections on numerous occasions within the warranty of the vehicle and despite this, I was surprised with the invoice which would cost me approximately half of what I paid for the car. I had the car towed in at my own expense and am currently still paying for both the car and the insurance despite not having driven it since I last brought it back from the dealership in January. For the past 4 months I have not been able to drive the car due to the engine problem, and as a result my wife has not been able to work. Since we are down a car, this has caused a grand inconvenience and a discount isn't enough to make up for the money and time lost as a result of this ordeal. It seems clear that the dealership was aware of the problems this vehicle had from the beginning and has taken advantage of me. As a result, I will not be satisfied with the efforts unless a full refund is issued or proper repair has been completed. Had I knew of these problems or that the dealership would put me in such a situation with a car whose status they were surely aware of, I would not have traded in my clearly running and working vehicle. 
  
  Regards,
  
  *************************

  Customer response

  06/04/2024

  ibalfadul49 <*********************>
  Fri, May 31, 11:06 AM (4 days ago)
  to info
  
  Hello, 
  
  To whom it may concern, I am reaching out in hopes of getting assistance with my case. Last week, I got a call from ******** from Germain Honda in Dublin. He promised me that they were going to fix my car and that he would get back to me sometime later in the week after memorial day with more details regarding the matter so that I could get it towed in for the repair. However, I have yet to hear back from him up until today. Since then, I have called him numerous times and left him multiple voicemail messages to inquire about the status of my vehicle and the process of fixing it yet he has not returned any of my calls. Please get back to me at your earliest convenience and thank you in advance.
  
  *************************
  ********************* 
  *************
  
  
  
  Sent via the ******* Galaxy Z Flip5, an AT&T 5G smartphone

  Customer response

  06/09/2024

  Update: 

  Hello,

  To whom it may concern, upon first communicating with BBB about my situation regarding Germain Honda of Dublin, the general manager *********************** reached out to me offering a discount on the repairs I was told my car needed. I swiftly and firmly denied this offer as my car was still under warranty when I brought it in and after reaching out to BBB again, was told by him that they would make the necessary repairs on my car like I stated in my resolution to BBB. Last Saturday I had the car towed into the dealership at my own expense and it wasnt until Wednesday June 5th that I got a message from the service manager **** stating that the water pump was leaking in my car and they could replace it for a discounted cost of ****** along with the timing belt. The main issue with this is that this leak was not addressed in the initial inspection they did of the car as I have attached here. The fact that it was missed during the what I assumed to be thorough inspection but somehow appeared now was also strange. This problem could not have occurred by me as I had not driven the car once since having brought it back home in January from said inspection. This can be seen as according to the milage on the car and pictures I have previously attached. I went into the dealership on Wednesday to discuss this and while waiting for ****, another manger named ****** came up to me and said he would be able to address our issue. I let him know of the situation and was very surprised when he stated he had no clue what was going on regarding my vehicle and any updates made on it. He informed me the responsibility would fall on him and other managers in instances like these and he said since the car was going to cost too much to repair, he would give me an estimated trade in value instead. After he did a quick analysis, he let me know the trade in value would be around $8,000 in which I quickly declined, further stating that I clearly bought this car with these issues and I paid more than $15,000 along with the fact that I have continued to pay both the insurance and car payments for the car even though I have not used it since January. After I continued my explanation of the situation and letting them know that they could just continue fixing my car as I was promised, he let me know that he would reach out to Honda and get back to us when he heard back. Late in the day on Friday, I received a message stating that my vehicle was ready for pickup and the repairs were completed but this did not align with what I was told at the dealership and the discussion that was supposed to happen with Honda was not established or brought up at all. Upon arriving to the dealership on Saturday to drop off the rental, I was met with a surprise in that they told me I would need to pay $2,000 for my vehicle as Honda only paid for half. This came as a huge revelation to me as I did not once agree to pay anything regarding this problem and was never told that this would result in me paying for this service. They told me to keep the rental until I speak to **** on Monday as he clearly has not communicated the entirety of the situation with them and I would need to pay in order to get my car back. Once again, this did not align with the previous statement of the general manager as he initially told me before dropping off my vehicle that the problem would be taken care of. On top of that, once I got the invoice detailing the repairs made on my car, they did not exactly correlate to the issues detailed to me on the original inspection. My understanding was that **** promised on the entirety of the repairs but it seems now that was not the case, and despite reaching out to him numerous times regarding the matter I have yet to hear back. Attached are the original documents detailing the repairs needed and a statement of the repairs that were recently done. Thank you in advance for your assistance in the matter.

  Customer response

  06/13/2024

  
  ************************* <*********************>
  Jun 11, 2024, 10:39 AM (2 days ago)
  to info
  
  Hello,
  
  To whom it may concern, I have reached out to BBB on Sunday in order to get assistance in the resolution of my ongoing complaint with Germain Honda of Dublin. Despite my numerous attempts in reaching the general manager ***********************, I have not heard back and am unsure what to do next regarding this matter. I still have the rental car in my possession as they told me to keep it when I went to pick up my vehicle yesterday when met with a bill of over $2,000 to take my car home. As I was not expecting this charge, I was not going to pay the bill as that was not the agreement made upon by me and ***** I have mentioned previously that I declined any discount to repair my vehicle and am insistent on the full repairs / or complete trade in value for which I purchased my vehicle because it was still under warranty when I brought it in. I am awaiting a response from Germain because I do not want to be charged for the rental in the meantime as they have my bank information and I am not at fault in this case as I was told to keep in the meantime and am in need of a car as mine is still at the dealership, which I cannot bring home until this matter regarding the payment is resolved. On top of this, the agreement made was to completely repair the vehicle and as according to the documents I uploaded yesterday, only some of the repairs were made when compared to the full inspection sheet I was given and told that my car  needed. Please feel free to compare the documents of the past invoice with the repairs provided to the one of the repairs made recently.
  
  
  
  *************************;
  ********************* 
  *************

  

  Business response

  06/14/2024

  Our general manager has made several attempts to contact ************** with no success, we will be covering his half of the repairs. If ************** has any further questions he can reach out to *********************** at ******************* or ***************************************. 

  Customer response

  06/28/2024

  
  ************************* <*********************>
  Attachments
  Mon, Jun 24, 3:54 PM (4 days ago)
  to disputeresolution
  
  Dear *****************,
  
  
  
  Germain Honda of Dublin informed me that my car was ready for pickup, last Saturday afternoon. I dropped off the rental car and picked mine up from the service station. As soon as I took it home I realized there was something wrong and the car was making noises it had not made previously so I brought it back to them upon their request after having told them the car was having issues on Tuesday 6/18. My stance with Germain Honda is the same as I remain completely unsatisfied in this regard as I purchased this car to use it which I have been unable to do for many months. As a result of the actions done by Honda, I have resulted to borrowing cars from friends and renting cars because as you can see, the mileage has remained the same and the issues have not been resolved. After last discussing with BBB and being surprised with a bill of $2,000 by Germain Honda, I made a clear and firm stance that I would not pay them for this service because the car was still under warranty when I brought it in. Afterwards, they informed me that my car was ready for pickup but when it started to make these weird noises I was told to bring it in, which I did but they have had my car since last Tuesday. When on the phone with ****, I inquired about the warranty on these repairs to which he told me it would last one year or up to ****** miles, but when I asked him about it later on, he told me that he would have to contact the higher *** to get approval, which once again makes it clear that he has told me one thing and then failed to follow up, taking advantage of me for another instance. I understand that they have been having system issues through a message I received from the service manager ****, but I have not heard any updates even though they informed me they would get back to me by Wednesday or Thursday at the latest and they still have my car in their possession up until today. I have not been informed as to whether the service issue has been resolved or not and I have not had any updates on my car. The main problem right now is that they still have my car and I have not been given a rental in the meantime which puts me in a very difficult situation as my wife needs the car in order to drive my daughter to her school programs. On top of that, once I got the invoice detailing the repairs made on my car, they did not exactly correlate to the issues detailed to me on the original inspection. My understanding was that **** promised on the entirety of the repairs but it seems now that was not the case, and despite reaching out to him numerous times regarding the matter I have yet to hear back. Attached are the original documents detailing the repairs needed and a statement of the repairs that were recently done. **** has stated that he got back to me but I have yet to hear back despite having called him numerous times and leaving multiple messages for him regarding the situation. I have attached screenshots starting Wednesday June 5th that I got from the service manager **** stating that the water pump was leaking in my car and they could replace it for a discounted cost of ****** along with the timing belt. The main issue with this is that this leak was not addressed in the initial inspection they did of the car as I have attached here. The fact that it was missed during what I assumed to be a thorough inspection but somehow appeared now was also strange. At this point in time I am stuck as they have my vehicle and have failed to make things right as they previously stated to me. It is clear to me that they sold me this car which they evidently do not stand behind and is not in good working order, neither now nor when I first purchased it. I also believe they knew the car was under warranty when I brought it in the very first time, a couple weeks after purchasing it which makes it clear to me they have failed to uphold their policy and their belief in their business and products. I would appreciate getting assistance in the matter and thank you in advance for your help. I would also like to thank you for your previous assistance up until now, as if it was not for you at BBB, the little repairs they have made to the car would not have been done because I had tried reaching out to them for previously for months and to no avail, made no progress in the case. Thank you so much and I'm looking forward to hearing from you.
  

   

  
  **********************************
  Wed, Jun 26, 1:05 PM (2 days ago)
  to info
  
  
  I am just following up on Complaint ********. I still have not received an updated Invoice or credit from this company. I appreciate your help!
  
  Sent from *************************** (***************************)
  

   

  
  ************************* <*********************>
  Wed, Jun 26, 3:42 PM (2 days ago)
  to info
  
  Dear *****************,
  
  
  
  I am reaching out in order to get assistance in resolving my ongoing dispute with Germain Honda of Dublin. As I have stated previously, they asked me to bring my car in last Tuesday after I had informed them that it was making strange noises that it had not previously made. They let me know they had a system outage and they would get back to me as soon as it was fixed. As of this morning I had not heard back with any form of update so my wife went into the dealership to inquire. The service manager informed her he had no idea of the situation and that he would have to look into it. After he checked the system, he said that he would need approval from **** in order to run a systems test, otherwise they couldnt do it without charging us a fee. He also told my wife that the sound was probably the brake as the car had not been driven for some time, which further validates the fact that we have not driven the car. They have made it clear that they have no intention in resolving the matter, and if not for my wife going in today to check on the status, who knows how long it would have been until they informed us of this situation. I have called **** multiple times and left him a message but he has yet to get back to me. Up until now, they still have the car at the dealership and I do not want to take it back as I have not heard from **** directly in all this time. They also have not fixed all the issues they diagnosed in the original invoice in addition to the leakage they mentioned while they were taking a look at the car. On top of all this they have not given me a physical warranty for the service they completed despite informing me that they would. That being said, its clear they have had the car just sitting there with no plans to revolve any of the issues they stated they would. I am reaching out to get advice on what course of action I should take next as it seems clear to me that they are not going to resolve this issue they caused. I am very unsatisfied with this business and it has been made clear to me that they dont stand behind their business, customers, or services. If you could get back to me at your convenience I would greatly appreciate it. 

   

  
  ************************* <*********************>
  Wed, Jun 26, 3:43 PM (2 days ago)
  to disputeresolution
  
  Dear *****************,
  
  
  
  I am reaching out in order to get assistance in resolving my ongoing dispute with Germain Honda of Dublin. As I have stated previously, they asked me to bring my car in last Tuesday after I had informed them that it was making strange noises that it had not previously made. They let me know they had a system outage and they would get back to me as soon as it was fixed. As of this morning I had not heard back with any form of update so my wife went into the dealership to inquire. The service manager informed her he had no idea of the situation and that he would have to look into it. After he checked the system, he said that he would need approval from **** in order to run a systems test, otherwise they couldnt do it without charging us a fee. He also told my wife that the sound was probably the brake as the car had not been driven for some time, which further validates the fact that we have not driven the car. They have made it clear that they have no intention in resolving the matter, and if not for my wife going in today to check on the status, who knows how long it would have been until they informed us of this situation. I have called **** multiple times and left him a message but he has yet to get back to me. Up until now, they still have the car at the dealership and I do not want to take it back as I have not heard from **** directly in all this time. They also have not fixed all the issues they diagnosed in the original invoice in addition to the leakage they mentioned while they were taking a look at the car. On top of all this they have not given me a physical warranty for the service they completed despite informing me that they would. That being said, its clear they have had the car just sitting there with no plans to revolve any of the issues they stated they would. I am reaching out to get advice on what course of action I should take next as it seems clear to me that they are not going to resolve this issue they caused. I am very unsatisfied with this business and it has been made clear to me that they dont stand behind their business, customers, or services. If you could get back to me at your convenience I would greatly appreciate it. 

   

  Customer response

  07/08/2024

  Hello, good morning. My name is ****** *****************************. I'm calling today regarding a 2014 Odyssey. You've been talking with my husband, ***********************. We still have a lot of hostilities on the German here in Dublin and the car is still with them and we call many times ************. My husband calls him many times. He didn't answer our call and because we, when we took the car from them after they tell us they do some work on the engine it has a weird sound with by the convenience driving way and they say that they won't have a permission to check from their manager to check what's wrong with the car. Otherwise, it has to be charged to diagnose what the problem is. If you could call me back, I really appreciate it. My phone number is ************. Thank you.

  

  Business response

  07/10/2024

  Our service department has made a repair to the vehicle.

  Customer response

  07/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21638372
  
  I am rejecting this response because: 

  The car has not been fixed properly, the car has not been repaired per the inspection completed by Germain Honda. In addition to the water pump and some other issues I was made aware of yesterday, I will not be satisfied until the car is fully repaired as according to the original invoice I received from Honda with all the repairs. Yesterday I received a call from *** of Germain Honda and he left a message indicating that there a number of other issues with the car after he test drove it and would proceed to "wash his hands" in the matter and that I would need to make a decision moving forward as to whether I would invest in the remaining repairs or not. He also detailed new issues other than those they have not fixed from the original invoice including tire balance and a steering issue that he said were present after he drove it. He informed me they would replace the brakes as it is a safety concern but nothing else that was diagnosed. I am dissatisfied with the lack of accountability as the other issues diagnosed were clearly present to begin with as I brought my car in numerous times after purchasing it well within its warranty period and with an invoice as long as it was, would have been impossible for all those issues to arise out of thin air. The car has been at the service center of Germain Honda since the 17th of June, more than 3 weeks at this point and this is the first updated they have given me in regards to a repair they were going to complete, despite me bringing it into them at their request. As I have made clear in my past updates, I have not driven the car since January and despite paying a little over $15,000 for it, I have not gotten much use out of it at all, so much so that it has spent more time in the driveway than actually in use. For these reasons and a myriad of others, I am rejecting the response of the business until they fixed the issues they listed out. 
  
  Regards,
  
  *************************

  
  ************************* <*********************>
  Mon, Jul 8, 10:51?PM (3 days ago)
  to info
  
  Dear *****************,
  
  
  
  I hope this message finds you well. Since I last contacted BBB I have only one update in regards to my case. I received a call earlier today from *** of Germain Honda of Dublin to which he informed me he was reaching out to me because I had filed a complaint. I told him of the situation as he stated he had my case file out in front of him. I began to explain the situation and he asked me where my vehicle was at the moment. This caught me by surprise and I was disappointed to find out that they have transferred me over to yet another associate who is unaware of my case and any of the information it includes. I told him that I brought in my car on the 17th of June upon the request of Germain Honda and I have not gotten any updates. The fact still remained that they said that they would need approval from **** in order to run a systems test, otherwise they couldnt do it without charging us a fee. At this point I am very frustrated as I am losing more and more money each day, I am still paying for both the car and the insurance and my wife has not been able to go to work as a result of this car issue. I bought the car because I need it and now I cannot even use it for that reason. I have called **** multiple times and left him a message but he has yet to get back to me. Up until now, they still have the car at the dealership and I do not want to take it back as I have not heard from **** directly in all this time. Since the last time I spoke with ****, I had assumed the situation would be resolved as he told me that they would take care of it, however they also have not fixed all the issues they diagnosed in the original invoice in addition to the leakage they mentioned while they were taking a look at the car. On top of all this they have not given me a physical warranty for the service they completed despite informing me that they would. As a result of this, I would greatly appreciate it if all the correspondence could go from Germain Honda to BBB and then to me as they have yet to reach out to me with an actual solution or agreement and they continue to give me different information with every phone call or message they have left. That being said, its clear they have had the car just sitting there with no plans to revolve any of the issues they stated they would. I am reaching out to get advice on what course of action I should take next as it seems clear to me that they are not going to resolve this issue they caused. I am very unsatisfied with this business and it has been made clear to me that they dont stand behind their business, customers, or services. If you could get back to me at your convenience I would greatly appreciate it. 
  
  
  
  Best,
  
  
  
  *************************

   

   

  

  Business response

  07/11/2024

  We provided thousands of dollars worth of repairs to this point. We have offered him to repair at a discount or trade him out. 

  Customer response

  07/15/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21638372
  
  I am rejecting this response because: 

  You stated that you spent a lot of money on the car, but that is only the case because you were confident enough to sell a faulty vehicle in the first place, which is not my fault. The fact of the matter is that I had not driven the car, nor had it in my possession long enough for these issues to arise prior to and following the initial inspection with the invoice I have attached. On the other hand, I am a public service employee who works every day to sustain and support his family. I invested in this car because I needed it, spending money I didnt have by financing this vehicle hoping to get a return on it. I also traded in my perfectly running car so that I could purchase this vehicle. I bought the car because I need it and now I cannot even use it for that reason, coupled with the fact that just the presence of this car is causing me to lose money, I have become frustrated in how Honda is handling this issue. I have mentioned previously that I declined any discount to repair my vehicle and am insistent on the full repairs / or complete trade in value for which I purchased my vehicle because it was still under warranty when I brought it in. With that being said, Please feel free to compare the documents of the past invoice with the recommended repairs to the one detailing the repairs that have actually been completed. Up until now, they still have the car at the dealership and I do not want to take it back as I have not heard from **** directly in all this time, making it almost a month since theyve had the car at the dealership since the 17th of June, with no repairs as of yet to show for it. I was informed by *** after he test drove my car that the brake pulsation on the car was bad and so he would need to replace the rotors, however he would wash his hands in the matter regarding the other issues he noticed including tire balance and the steering related issues as a result of the stiff wheel. He said that these problems had nothing to do with piston rings that they replaced and said I would need to make a decision moving forward as to whether I would want to go through with the rest of the repairs at my own expense. I would like to note that the only way I will except the response of Honda is if I am offered a complete repair of all issues listed in the original invoice, as well as the other problems including the water pump that the service manager **** informed me was leaking in my car along with the timing belt. I find it to be concerning that this leak was not addressed in the initial inspection they did of the car as I have attached here. The fact that it was missed during the what I assumed to be thorough inspection but somehow appeared now was also strange. This problem could not have occurred by me as I had not driven the car once since having brought it back home in January from said inspection. As stated to BBB in the beginning of this complaint, I would accept either the complete repair of my vehicle or a trade in value for the vehicle worth the same price that I purchased this one- being $15,665 as the total selling price. That being said, I am not willing to accept a deal which requires me to make any form of payment because as I have already stated, the warranty was still valid when I first brought in my car upon noticing the issues it had. In the meantime I am requesting a rental car as we are currently down a car due this ongoing issue. I am trying to be reasonable and come to a compromise but I am just frustrated as I am losing more and more money each day, and that has been the case since purchasing this vehicle. In short, I am not using the car yet continuing to make payments on both the vehicle and the full insurance, along with this I am losing a source of income as my wife has not been able to work since we dont have our other car. With either of these solutions, I would only accept them if they come with a warranty, both the complete repairs or the trade in. I would greatly appreciate your assistance in this matter and thank you in advance.
  
  Regards,
  
  *************************

  

  Business response

  07/18/2024

  Our team is offering ************** fair market value for his trade, or a discount if he pays for the repairs.

  Customer response

  07/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21638372
  
  I am rejecting this response because: 
  

  As I have continued to state, I will only accept either the complete repair of my vehicle or a trade in value for the vehicle worth the same price that I purchased this one- being $15,665 as the total selling price. This cannot be close to market value as I purchased the car for double what I am being offered and I have not even had it in my possession long enough for it to lose value at that speed, unless I was sold a faulty car that already had many extensive and underlying issues that were not addressed or resolved before it was sold to me. I am not going to settle on a discount of the repairs as the car was promised to be certified and none of these issues I am being presented with were caused by me, so I cannot be held accountable for paying to get them completed. That being said, I am not willing to accept a deal which requires me to make any form of payment because as I have already stated, the warranty was still valid when I first brought in my car upon noticing the issues it had. I am not using the car yet continuing to make payments on both the vehicle and the full insurance, along with this I am losing a source of income as my wife has not been able to work since we dont have our other car. With either of these solutions, I would only accept them if they come with a warranty, both the complete repairs or the trade in. With that being said, my vehicle has been in the possession of Germain Honda since the 17th of June with nothing to show for it and prior to that it was parked in the driveway for months. I feel as though my time and money are being wasted and they are not taking this matter seriously in any regard. At this point in time, I am asking for any advice that the BBB can provide me with in this matter as this business does not seem to care about its loyal customers or stand behind its products.
  Regards,
  
  *************************

  

  Business response

  07/23/2024

  We are sorry to learn ************** has once again rejected our offer. As far as our dealership is concerned, we have gone above and beyond trying to assist **************. This was our FINAL offer, if ************** wishes to move forward with either of these options, we will be happy to assist. We, however, will no longer participate in this back and forth as our position will not change. 

  Customer response

  07/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21638372
  
  I am rejecting this response because: 
  

  I have mentioned numerous times up until this point that upon noticing the multitude of problems in my vehicle, I brought it back to the dealership straight away and as I have continued to state, it was still under warranty. Germain Honda of Dublin has continuously shown throughout this entire ordeal that they do not care about their customers, values, or reputation as they do not stand behind their business, products, or services. I am very very unsatisfied with their responses, efforts, and the way they have handled this complaint from the very beginning as I have had to talk to many different Honda associates who were not even aware of the case and the general manager **** did not have the decency to reply to my many messages or calls. I am also extremely disappointed in this response because at the end of the day, I am the only one losing money in this back and forth situation while they simply have to reply to my case. Not only has my wife had to stop working since we are now down a car, I have to still make payments on the insurance and car whereas Honda is not losing any money in this constant back and forth communication. I have stated that the only two responses I will except is the complete repair of my vehicle, with all the issues it was sold to me with, including a warranty or a trade in value for the price which I purchased my vehicle at $15,665 with a warranty. That being said, Honda still has my vehicle and has had it since June 17th and I have not been offered a rental. Once again, my stance has not changed since the day I filed my initial complaint being that I requested a complete repair or refund and as more time passes by I remain extremely unsatisfied with not only the efforts of Honda, but how they are responding to my complaint. It seems clear to me that Honda is not taking my case seriously and I am at a loss for words at their handling of the case. I genuinely do not believe they are going to resolve my complaint and would like the advice of BBB on how to further proceed in this matter. 

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

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Just bought a 2018 Lincoln Navigator L and within 3 days, the cam phasers in the engine are rattling. The $5K extended warranty they sold me has said they will not cover it, even though I had a Germain Ford dealer diagnose the issue. Very dissapointed as it is a $3800 repair. Now after I just got my vehicle back from them repairing the rims, there is a leak from the front (maybe coolant). I sure hope they didn’t sell me a lemon.

  

  Business response

  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. 

  Customer response

  05/10/2024

  '***** ******' via Dispute Resolution - Shared Inbox <disputeresolution@centralohio.bbb.org>
  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. 
  
  ***** ******
  

  
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My wife and I purchased a 2021 Honda CR-V from this location and purchased the VIP Maintenance plan. My wife took her car in to get an oil change using the VIP maintenance plan, which is included for free. When she was talking to the service associate, he pointed out that there were recommended transmission and brake fluid flushes totaling $450 in work. My wife said she would call me and check if she should approve these services. He said he would send the car back for the complementary inspection and would check with her before they started the other services. He then returned and presented her with a $450 receipt. She said she only wanted the oil change and tire rotation that were included with our VIP package, but the service associate said they probably already started the fluid flushes. He then returned and said he was able to get her a price that was less than the initial cost he presented (this cost was the same anyone off the streeet would get), but still more than the $0 that 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

  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. 

  Customer response

  05/03/2024

  [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

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Honda Pilot in September 2022 from Germain Honda of Dublin. Part of the agreement was that they would replace the two tires that were not replaced when the vehicle was acquired by the dealership (two of the tires were replaced before it was put up for sale). I had read that all-wheel drive cars handle better when all tires are replaced at the same time which is why I asked for that to be done. Recently (December 2023) I had to visit a tire shop because there was a nail in my tire. The technician there advised me that I needed to replace the front two tires soon because of how low the tread was. They pointed out to me that those tires were from 2019 and the rear two were not as worn and from 2021. I took my car to another tire shop and explained that all the tire were supposed to have been replaced in September 2022. The technician there agreed that the 2019 tires looked like they had not been replaced at that time. I returned to to Germain of Honda today and asked to see 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

  02/29/2024

  Our General Manager, **** ******* has spoken to Ms. ******** and informed her that we will be installing two new tires on her vehicle.

   

   

  Customer response

  03/01/2024

  [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. I thank Mr. ******* for promptly reaching out to me to make it right. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 31, 2023 I (****** P ******) purchased a certified used Honda Clarity from the Germain dealership in Dublin OH. I drove it home to Arizona after the purchase (no incidents). It was soon discovered thereafter that some undisclosed damage to the vehicle, along with other unresolved issues, exist with this vehicle. All of these findings should have been discovered and resolved by Honda's Certified used inspection program and were not. I now wonder what else could be wrong with this vehicle. I have reached out directly to Germain Honda once by phone and twice by email with no response. The estimated repair cost for the undisclosed damage by a 3rd party is $6,227.81. The other issues discovered so far should be covered by the Warranty but won't know for sure until it goes in for servicing (appointment is scheduled with local Honda dealer). Based on this experience so far I cannot recommend to anyone with any confidence to buy a Certified used Honda because the program has failed me.

  

  Business response

  01/26/2024

  ****** ******* <**********************>
  Tue, Jan 23, 1:49 PM (3 days ago)
  to info@centralohio.bbb.org
  
  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 Company

  Customer response

  01/26/2024

  [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: 
  I have attached the requested information in this response.
  Regards,
  
  ****** P ******

  

  Business response

  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 tcarr@germaincars.com 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 response

  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

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a pre-owned Honda certified 2018 Odyssey in March 2023 from Germain Honda in Dublin, OH. When I went to get my vehicle serviced at a different Honda location in Dec 2023 (in Indianapolis), they informed me that Germain Honda had not put our names as the owner of the pre-owned van in the Honda system, therefore we could not claim the 1 year warranty that we purchased with the vehicle. I have left dozens of voicemails with Germain Honda, and even contacted Honda corporate. Germain is the only location that can fix this issue. All I want is the warranty instated that I paid for. Currently my daily driver, the van described above, is being driven to and from work, and transporting my three kids under the age of 5, with a faulty alternator, awaiting resolution. I also paid for an oil change out of pocket.

  

  Business response

  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. 

   

  Customer response

  01/12/2024

  [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

  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. 

*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. ↩