ComplaintsforGermain Honda of Beavercreek

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/14/2024, I brought in my 2022 Accord Hybrid to look at the right side daytime running light that had gone out. I was informed that day that it was covered under warranty and that a part would be ordered for a free replacement. On 9/21/2024, I brought in the car, only to be told that work could not be done because the existing part was non-OEM. I was then escorted to the service manager, Mr. ***** *******. He explained that since my wife’s car had been in a fender bender, non-OEM parts were installed because the insurance “typically” declines OEM parts. Repair work was done at their body shop in April. My questions were, why were non-OEM parts installed for something as critical as a headlight? I would have happily paid the difference for OEM parts. Why was an estimate not provided to my insurance? Instead of just assuming that my insurance would not cover it? He repeatedly kept interrupting me. His overall tone was rude, belittling, and non-empathetic. In the end, after finally listening to the situation, he stated that he would look into the warranty and see if he could get the part replaced since the DRL had gone out in only 5 months and would have it replaced at the service shop. He said he would contact me during the week with any updates. On 9/25/2024, I called the service shop. There was no answer, so I left a voicemail asking for someone to please call me with any updates. No one ever called me back. On 9/26/2024, I called and spoke to a service associate. They said that they would pass my question over to Mr. ******* and that someone would contact me. No one ever did. On 9/27/2024, I called and spoke to the same service associate. He informed me that he did in fact pass my inquiry over to Mr. *******. I still heard nothing back. On Tuesday, October 1, I emailed the general manager, Mr. ***** ******* informing about the situation and asking for a remedy of this situation. To this date, I have not been contacted.

  Customer response

  11/18/2024

  Hello,

  This communication is related to complaint ID: ********

  I am not sure if there was a second follow up on the business that I filed a complaint against, however on Friday, 11/15/24,  the service manager reached out and said the part had arrived. On Saturday, my wife's car was serviced and they took care of the issue that was under warranty, free of charge.  She received the VIP treatment and fast service. This came out of the blue since it had been nearly two months since I last try communicating with the service manager.  I can't believe a part took two months to receive, especially when they initially had the part, but refused to install it when the vehicle was under warranty.  

  In any case, I just wanted to tell you thank you if it was your office that may have reached out again to the business in question. My complaint issue has been resolved. You can now close this file.

   

  Thank you,

  ****** *******

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: 4/10/24 (and on going issues since then) • TPMS Senor is broken and incorrectly turns on while driving • All four tires (on an AWD car) are mismatched brands, tread type and age o One tire had a plug in it (this was the case before purchase which I was not made aware of) • Car pulls incredibly hard to the right, even after having alignment done • Rear panel is loose due to damaged and broken clips (was told at delivery this would be fixed and it has not) • Rear differential is not fully sealed (Carfax indicates they worked on differential when they had it in inventory) I will include a very detailed letter about my interaction with Germain Honda in Beavercreek I also have video and photo evidence to provide as well

  

  Business response

  11/15/2024

  We offered Sarah Neuhardt new tires and repair of tpms at no charge. She was satisfied with the resolution.

  Customer response

  11/15/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  They replaced one tire that was on my "certified pre-owned" vehicle because I was given a tire that had a plug on it. When they "replaced" my TPMS sensor, all they did was clear the sensor, it was never fixed. I have made my decision on getting rid of this Honda HRV, as it was the worst decision I made with a corrupt business. I work in banking and facilitate vehicle loans all the time. People come to me to get preapproved for new cars, primary vehicles, etc. I advise people to avoid Germain Honda in Beavercreek at all costs. Word of mouth gets around fast and if Honda would have done me right the first time, maybe it wouldn't have gotten to the point that it has. If you want nice, friendly customer service with genuine people, I recommend not going to this specific dealership. I might as well have gone to a buy here, pay here. 

  
  Sincerely,
  
  **** ********

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our experience with Germain Honda came out of our being out of state (we live in South Carolina) when our car was totalled just before Christmas, 2023. We were stressed; Germain personnel stepped up and promised us a car in our dire situation... Two weeks after we got home with our 2020 Honda Ridgeline, in mid January 2024, the driver's side armrest fell off. No notice, just fell off, the mechanism we assume was broken as a clip popped out when the arm fell off. A week later, when we had a friend look at the car in prepping for an oil change (note an oil change 3 weeks after driving the car off the lot), the friend noted, "Did you notice your passenger side inner CV joint is cracked and broken?" The cost of the replacement part alone is over $1400, and we are unable to afford it being on disability retirement. What we initially thought was a godsend has turned out to be a longer duration of our troubles. There is no excuse for this.

  

  Business response

  09/17/2024

  We have reached out twice to this customer, and we keep missing each other. We plan to reimburse him for the repair of the armrest.

  
  

• Initial Complaint

  10/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -9/12/23 Purchased used vehicle -9/13/23 Picked vehicle up from dealership Drove home parked it in the driveway. -9/14/23 Puddle of oil in driveway Drove down the neighborhood street & indicator light comes on Towed back to dealership -9/15/23 Told by service department at dealership could be over 2 weeks to fix Manager won't return my calls or discuss any resolution other than the service technician will call me. I came to this dealership opposed to another company because I was under the impression this was a real dealership not a scam. I would like a vehicle that drives today and is worth the $20,000 I took a loan I took out on the car I have not drove. Or, cancel the purchase that I made for a car that I could drive today.

  

  Business response

  11/09/2023

  This issue has been resolved with the customer. We bought the vehicle back for the full purchase price and we believe that they are satisfied with the resolution.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 26, I bought a 2005 Porsche Boxster for $20,215 and had it shipped to CT. I tried to register the vehicle and it failed emissions. I brought it to my local Porsche dealership to diagnose the problem. The main computer of the vehicle was bad and there was a leak in the rear main seal. Cannot register the vehicle or drive it. Used car manager will not stand behind the vehicle he sold to me at fair market price as a functional vehicle. Porsche quotes $17k in labor and parts to get vehicle road-ready. Opened complaint with OH attorney general as well.

  

  Business response

  07/05/2023

  We have refunded this customer for her purchase and took the car back. She has communicated that she is satisfied with the resolution.

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my 2021 Honda Pilot in for recalls and speaker popping issue on 05/25/23. We were told our car would be ready for pick up the next day. Service representative ****, told my husband that our VIN was not covered in the speaker popping recall and that we would have to use our warranty we purchased to have it fixed but since it was late in the day they would need to keep our car an extra day but should be ready by 9:00 am. 9:00 am came and went and no call from the service department so my husband called and found out the car wouldn't be ready until 12/ 1:00pm. I went to pick up my car after 1:00 pm when getting to my car I noticed that the DVD that was in the DVD player was laying out on the console, that is when I looked up and saw that my display screen had wipe marks on it and there was a scratch and a nick to the screen. I went back into the service department where **** was busy with a customer and Joe offered to assist me. I took him to my car to show him the damages he took pictures of both my screen and service order, he said the manager would call me by Tuesday of the next week. My husband was not happy with that response so he called and left **** a VM for a call back. We were going out of town and needed to have our vehicle so I left trusting they would call. We have since called and left voice mails 06/26(****),06/6(**** and ***** service manager) and 06/09( *****) and left a one star google review without response. We have always had our car serviced at Germain Honda and always receive a call afterward following up on the service, find it odd that this time when we complained we are being ignored. I have pictures and video of my display screen literally a day before the service showing the scratch was not on the display prior to the repairs completed. I do not feel the damage was intentional, but feel the ignoring is intentional especially since there is a positive google review posted after mine that has been responded to, yet no response to mine.

  

  Business response

  06/28/2023

   My service Manager, ***** ******* has been in contact with this customer. He has communicated to them that we have a new screen on order for them and should arrive by6-29-2023. The consumer seems to be satisfied with this resolution. 

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a Honda CR-V about three months ago. On the way home we found the passenger side vanity mirror was cracked and the entire unit was coming out of the ceiling. My wife called the parts department and the guy said the part should come in about two weeks. After two weeks I called and was told there was no record of the call. The used car manager **** said he would order the part and would call us by that Friday.. Maybe he meant Friday in January because we haven't heard from anyone since and has been three weeks. Their sales were great but service sucks.

  

  Business response

  12/29/2022

  We did complete the repair on 11/26/22 as the attached repair order indicates that we replaced the vanity mirror on the passenger side.

  
  

  Best Regards,

  
  

  ***** ******

  General Manager   

• Initial Complaint

  08/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 3rd I drove and hour and a half to germain Honda of beavercreek Ohio to purchase a 2005 corvette. Approved of the car and started the process to buy it. Salesman was very professional and sent me to the finance manager. Finance manager started talking about every sports car he ever own over the next half hour during which I told him 4 times. I took off work to do this and I need to get back to work and it’s a hour and a half drive. Finally started the process and I got out of there. On the 15th of June I set up the online account with Wright Patt credit union and realized the loan was for $4150 more than the agreed upon price. I review the forms and realized what happened. He went over every form in detail with the exception of the finance form of which he just said sign here. Had he gone over that form in detail he would of had to point out that he added a 4 year premiere warranty literally minutes after I cut his sales pitch short and said word for word ‘’I don’t need a warranty because I’ve had multiple c5 and c6 corvettes and have never had a single thing go wrong with any of them’’ and then he would of pointed out that he added $800 gap insurance literally minutes after I told him word for word ‘’I don’t want gap insurance because I plan on paying it off in a year’’. Yes partially my fault for being in such a hurry and making the really big mistake…I trusted him….big mistake. I called and his response was no problem I’ll send you a form and you fill it out and email it back and the money will be refunded. Filled out the form and sent it back and 30 days latter emailed him and said wright patt has recieved nothing. His response was it takes 6 weeks. At 6 weeks I emailed him and his response was ‘’Office has processed the full cancellation please be patient. It will hit the account soon’’. At 8 weeks i emailed him and no response at all. Now 9 weeks and nothing. He has multiple complaints on yelp and BBB for doing this.

  

  Business response

  09/14/2022

  We have put in for the cancellations and it has been processed. It should have been mailed August 29th. Please let me know if there is anything else needed.

  I also wanted to mention that the refunds were sent to Wright Patt credit union since the vehicle was financed through them.
  

  Best Regards,

  
  

  ***** ******

  General Manager  

• Initial Complaint

  02/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  At 2am on Feb 12th 2022 I started looking for a cheap car and I found a 2019 Honda Insight for $2200 that had 87 000 miles on it I was shocked and never heard of the car so I looked it up and saw there were reports about deterioration of the fuel pipe so I just thought it was a low price due to the recalls on it. I messaged Germain Honda about the vehicle asking if anything was wrong with it and if they would take 2k cash? I woke up to an email telling me it was $22966 20k more than advertised which is against OH advertisement law. I called the dealership and first spoke with the internet sales manager Amanda George who told me that prices were subject to change and that she would not sell me it for the advertised price. I asked for a manager and he told me the sane I think his name was Tom. I have a screen recording of the whole add and of the Ohio statute. I have documented every thing. There are a few issues in play first false advertising, second refusal to fix the issue with me and even an hour later after my call the car is still listed for that price on Auto trader. You would think if it was the wrong price and somone called like me to buy it for that price they would immediately get it removed or fixed but I again have a screen recording showing at 1045am on Feb 12th it's still up and showing 0 a month and $2296 total. Why would they sell a recalled model of car gor a new car price anyway. Regardless it's against the law.

  

  Business response

  03/03/2022

  Business Response /* (1000, 8, 2022/03/02) */ We are unable to update a price immediately because of the software that we use has a lag time for updates. This was a clerical error and unintentional as you can see by the way that our entire inventory is represented. We apologize for the error and the lag time in the price update. If there is anything in our inventory that you have interest in we would love to assist in helping you. Consumer Response /* (3000, 10, 2022/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regardless of the update time, the error was made and false advertising was committed so in turn they should sell me the car for the price listed. Then file a claim under their business owners insurance or errors and omissions policy to cover the loss it's why the carry insurance. This matter had not been resolved.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 13, 2021 I executed a vehicle lease turn-in / purchase of a 2018 Honda CR-V with Germain Honda. Part of the contract included two "warranties" with Premier Dealer Services (PDS), which were sold to me by Germain acting as agent for PDS. A few days later, I requested a cancellation of and refund for these policies in the amounts of $2699.00 and $899.00 respectively. I was assured by the Germain's finance manager the refund would occur within 60 days and be applied to my loan balance with Huntington National Bank. Today is 2 1/2 months later, and no such refund has been made. Recent inquiries to Germain's sales manager and finance manager have gone unanswered. I have attached a copy of the sales contract and the cancellation request form (filled out as instructed by Germain's finance manager).

  

  Business response

  12/29/2021

  Business Response /* (1000, 5, 2021/12/29) */ This customer purchased his honda lease and cancelled previous products at the time of delivery.The cancellations were remitted to PDS.PDS has been in communication with ***** saying they cannot find the original products purchased in their system.***** has sent them a copy of the check for the vsc batch. She is now sending them the remittence sheets from the original transaction and calling PDS to resolve the problem. We did send out the cancellation again on 11-12 to Premier. I beleive that this will go through as of now. Consumer Response /* (3000, 7, 2021/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate Germain Honda's efforts to resolve this issue. However, since PDS has "dropped the ball" on two previous occasions, I cannot consider the matter closed until the requested funds are received by Huntington National Bank and credited to my account. I will promptly inform you when that occurs, as I check my account balance daily. Thanks! Consumer Response /* (3000, 18, 2022/01/25) */ ***Document Attached*** As of today, 1/25/2022, I have not received a refund on the second PDS service contract which cost $899. There has been no activity on my account since 12/31/2021 and no indication this requested refund is forthcoming. I would appreciate if you could reopen my complaint. Consumer Response /* (2000, 21, 2022/02/03) */ I have received payment and consider the matter closed. Thanks for your assistance.

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