ComplaintsforGermain Lexus of Dublin

• Initial Complaint

  08/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Germain Lexus Dublin has an ad for "Back to *************** for car services. They have 3 prices listed for $139.95, $109.95 and $99.95 for 4, 6 and 8 cylinder vehicles. I have a 6 cylinder vehicle so I thought mid tiered price for mid tiered engine was what I would be charge. I was charged the most expensive price and told them it was incorrect but they would not adjust it and my wife paid for it and said she could not argue with the sales person because she was too stupid and they ****. I emailed about it seeking a resolution and asked what would I pay for a 4 cylinder or an 8. When I scheduled an appointment for my V8, I asked the price and she admitted the price was wrong on the ad for it but she would honor the cheaper price and I said that is my point. I was asking for a $30 credit. It appears they are charging the most expensive price for all vehicles though as it appears to be deceptive advertising. If you made a mistake in the how it is worded be willing to do what it necessary to make the customer happy.

  Business response

  08/23/2024

  I communicated with ************** via e-mail regarding the coupon and apologized for the unclear coupon verbiage.  I thanked him for his feedback and helping us understand where he felt it was unclear.  He gave me his wife's information since she was the actual guest who came in for service and paid for the service.  I reached out to ********, and we had a good conversation regarding her frustration during her visit and the coupon. I let her know we had contacted our marketing department as would be making the coupon clearer.  I got her payment information, and we reimbursed her an additional $30.00.  ******** was appreciative for the follow up and seemed happy with the resolution. I have attached the invoice showing her credit.

  We have also completed the update of the coupon, and I attached to this claim.  

  Thank you.  ***********************- Service Manager Germain Lexus of Dublin

  Customer response

  08/23/2024

  [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

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  we get told congratulations on a car we agreed to purchase on Wednesday 11/29 night. and I said I would be in today 11/30(Thursday.) We tell you guys we will be in later today. But then I got a text saying sorry, another sales rep sold this vehicle. How does that happen after I was told it was ours? I have the text messages and everything saying that would be fine. I mean, how do you guys let this happen? It's incredibly disappointing that you guys were so worried about getting one more sale for the end of the month you couldn't wait 4 hours for us to come. The best part is the GM told us not to come on Wednesday because you were essentially understaffed. So that wasn't our fault it didn't happen Wednesday. We didn't even get a curiosity call saying hey, you need to come now. It was just sold out from underneath us. I was then told by the sales rep they couldn't accept deposits. The Manager then reaches out to me on 12/1 and says sorry a guy from Florida put a deposit on the vehicles and we sold it to him.

  Business response

  12/05/2023

  After having spoken with my pre-owned manager, **** ****** (the manager who Mr. **** was speaking with) I have come to learn a few key points that contradict portions of Mr. ****'s statement.  First and foremost, attempts to contact Mr. **** were made on multiple occasions on the morning of 10/31 in an attempt to collect a deposit as well as a signature on a document stating that he had agreed to purchase the vehicle, unfortunately these calls/texts went unanswered. During the lapse in communication, we received a call from a customer in Orlando, Florida who immediately agreed to purchase the vehicle and immediately wire transferred the total amount due.  In regard to Mr. ****'s accusation that the manager he spoke with asked him not to come in, this is not what was communicated.  Mr. ****** (sales manager) exchanged texts with Mr. **** throughout the day on 10/30, Mr. **** stated that he'd like to bring his wife in to test drive the car as the car was intended for her and she hadn't seen it.  Mr. **** was invited to bring her to the dealership for a test drive.  Mr. ****** made mention that he was the only manager on duty and that he was "spread a bit thin" but that he would be more than happy to make time for the guests to test drive the car. The question was also posed to Mr. **** as to whether or not he'd like to commence the deal that evening or wait until 10/31 since the salesperson was not in the office that day.  The response given after some time was that Mr. **** was going to take his wife to a hockey game and that they wouldn't be able to make it into the dealership for a test drive, our timeline now reverts back to the beginning portion of this statement - attempts made to contact Mr. **** the following morning to collect what we needed to secure the car for him were unsuccessful. Unfortunately, the timing on all of this is imperfect to say the least.  The sales manager, Mr. ****** made an executive decision to sell the vehicle to the other interested party as they were fully committed to make the purchase at the time of their initial phone call.  

  Respectfully,

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

  General Manager

  Customer response

  12/06/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20944445
  
  I am rejecting this response because: This is completely false. I asked him multiple times to put a deposit on the vehicle and I was told they couldnt accept holds and it was the end of the month. They also only wanted to finance with him if I used them. Which is why they probably sold it to the person. 
  
  Regards,
  
  **** ****

  Business response

  12/11/2023

  Please see the attached screen shot of texts between our Salesperson, ***** ******, and Mr. ****. We had several people in days the prior express interest in the BMW, but no firm commitment i.e. a deposit to take the car off of the market. At the time our dealership was contacted by the person who eventually purchased the car, there were still matters of concern on the part of Mr. ****, such as the understandable need for his wife to test drive it prior to fully committing to the purchase. The eventual buyer was ready to purchase the BMW with no conditions, stated it would be a cash purchase (via wire transfer), and was agreeable to our terms of the sale. At that point, we determined it made sense for us to agree to sell the car to the other client. 

  Customer response

  12/13/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20944445
  
  I am rejecting this response because: 
  
  Regards,
  
  **** ****

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a brand new Lexus NX 350 (2023) from Germain Lexus in Dublin, OH on 2/1/23. I shared with the sales associate that the only feature of importance to me was the bluetooth as I spend a significant amount of time driving for my job, and it was why I was getting rid of my old car (bad connection). Upon receiving the car, I realized that the bluetooth connection is faulty and results in an echoing from the other party's end. I took the car into service at MetroLexus in Brook Park, OH, (after many hours of attempts to resolve remotely both on the phone with Lexus and on my own), where they did some tests and shared that this is a "known issue" with this model of the Lexus and that corporate "is working on a fix that will take weeks or months." I have not been provided an alternate vehicle and have no end-date as to when this issue is resolved. It is not only unsafe, but illegal to be on my phone in the car. This has taken many hours away form my job and family to attempt resolution. I am frustrated that this was either hidden from me purposefully (that this is a known issue with all vehicles of this model) or that corporate Lexus is keeping their sales team in the dark. I cannot safely use this vehicle and need assistance figuring out the next step. My sales associate out of Germain has been very helpful throughout the issue, but it seems now that all attempts by the Lexus technology group and service departments have failed with no timeline for a full fix - and I need a car with working bluetooth immediately. I would be open to considering a loaner vehicle of a different model until the repair is available, but want the car with the features I paid for to work as promised. Thank you for your time and review.

  Business response

  02/22/2023

  Sorry for the inconvenience for our Guest. I spoke with **** ******* and Lexus Corporate today. I told ****, I will reach out early next week to see how quickly we can get this situation resolve. I am waiting for Lexus Corporate to get back with me. Upon receiving a call from Lexus Corporate, I will reply back to The BBB and **** *******. 

  Sincerely

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

  Customer response

  02/23/2023

  [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 pending an update by 2/28/23.
  Regards,
  
  **** *******

• Initial Complaint

  05/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We Bought a 2011 Chevrolet Equinox from Germain Lexus on January, 22, 2022. We paid cash for it ($10,831.43)the same day we bought it. We still havent received the title so we can register it more than 90 days later. We have made several attempts with Germain to get the title. Now the motor in the Equinox vin ***************** is bad and we only put 3000 miles on it and Germain Lexus does not seem to care about either issue we've been there 7 times sent countless emails to get no resolution to either issue. I know Ohio law requires a dealership to provide the title within 45 days so we contacted the Attorney General on 4/17/2022 and havent heard back yet. We feel because we are immigrants nobody at the dealership cares about this situation. Please help us

  Business response

  05/09/2022

  Hello. My name is **** ****** and I'm the General Manager here at Lexus of Easton. We have tried multiple times since Thursday last week to communicate with ****** ****. This is a difficult situation considering the guest is limited with English. We were working through ****** ****'s translator but having hard time reaching that person.

  We did receive communication from the Ohio Attorney General's office letting us know about the claim but allows us 10 days to respond and try to work out a compromise, which it's only been 2 business days with several attempts to reach ******. 

  We will plan on calling today @ 3 PM to (614) 962-3809 with someone that might be able to help us both communicate better. 

  Thank you-

   

  **** ****** 

  General Manager, Germain Lexus of Easton

   

  Customer response

  05/10/2022

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

  Mon, 9 May 2022, 03:22 pm

  Hello good afternoon I'm ****** ****
  
  I just saw the message you sent me , they never got in touch with me , we never had any difficulties with English , and we have a friend on hand for that
  
  Enviado do meu iPhone
  
  Em 9 de mai. de 2022, à(s) 1:10 PM, ****** * ******* <jojosii@hotmail.com> escreveu:
  
  ****** * ****
  **** ****** ****** **
  
  Enviado do meu iPhone

  Attachments:

  • OHIO DEPARTMENT OF PUBLIC SAFETY • BUREAU OF MOTOR VEHICLES.pdf

  
  

  
  

  Business response

  05/11/2022

  Mr Lima came in last night and returned the SUV. We gave him a full refund due to the customer satisfaction issue with obtaining the title. Everything should be complete. 

*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. ↩