Germain Honda of Dublin

a resolution has not been offered. Germain has my email and phone number  I've already attempted to schedule multiple times  Additionally, the last time Germain serviced and detailed my car, the dealership made me late to my appointment because they could not find my car keys or car. There was no rwolution to this except here is your car, now be on your way to your late appointment. Once again, the time has come for another appointment, and no one wants to schedule. Again, I'm not sure why I already attempted to make an appointment, but Germain wants me to initiate another request. Your people are horrible to deal with, and I would prefer to have someone who cares about their customers work on my car. last, I don't think you've actually read and understood the complaint.

[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.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Please send the check to this address:[redacted]
[redacted]
[redacted]
[redacted]
Regards,
[redacted]

I have bee in contact with our client. He has been very pleasant to talk to. I have put together a plan of reimbursement to him for the dollars spent correcting the mistake as well as the time/inconvenience. We will also be inspecting the vehicle for any other issues and cleaning any...

remaining oil that may have been missed.

We're very sorry for the missunderstanding and will be sending your 240.00 check out imediately.

The fact of the matter is that my score was affected in a negative way.It was not miscommunication at all. I specifically asked Kevin if he was running my credit and he said no. Ryan tried to make me feel like I was not being truthful about my pre-approval and on top of all that my wife and I were the last ones to leave the dealership. We were there for four hours waiting even though we were PREAPPROVED! Ryan kept trying to push [redacted] on me even though I was PREAPPROVED! I say again it was not a situation of miscommunication it was something that was done on purpose. They even tried to question my wife about cosigning behind my back while I was away at my car even though once again I was PREAPPROVED! After going through all of that I had to take time out and come back twice to sign paperwork. If the HARD INQUIRES can't be removed I am going to have to speak with the owner.

WE ARE VERY SORRY THE CUSTOMER IS NOT HAPPY WITH OUR OFFERING. WE HAVE OFFERED THE CUSTOMER TO BUY BACK THE CAR IN FULL BECAUSE SHE IS NOT HAPPY, WHICH WE THINK IS THE BEST OFFER THAT CAN BE DONE. SHE HAS REJECETED THE OFFER. THANK YOU

Upon reviewing Mr. [redacted] response Germain Honda would like to wish him the best and will grant his request to cover the cost of his window regulator at a dealership of his choice.  A check will be mailed for $731 and mailed upon notification of his new address.

CALLED THE CUSTOMER AND LET HER KNOW THAT WE WERE SORRY ABOUT THE MIX UP WITH THE ODOMETER AND WAS NOT INTENTIONAL. A MANAGER LET HER KNOW PLEASE GET AHOLD OF US AND WE WILL BE HAPPY TO RELOOK AT YOUR WINDOW AND FIX IT IF ITS MALFUNCTIONING. THANK YOU

We are sincerely disappointed that Ms. [redacted] had anything less than a positive transaction with Germain Honda of Dublin. We always strive to give our customers the highest quality buying experience and product. That said, I do believe that this complaint is unfounded and should be removed...

altogether. Here is why:Regarding the quality of the vehicle sold to Ms. [redacted], Germain Honda absolutely performs a thorough safety inspection and always reconditions our vehicles to the very high standard that our customers expect out of the Germain name. On this particular vehicle that included a full oil, lube, and filter change, replacing the battery, and completing a safety recall issued by Honda (code 5ZF/JT7), as well as a number of cosmetic improvements. The mechanical issues that Ms. [redacted] encountered were indeed unfortunate, but also entirely unpredictable. As Ms. [redacted] mentioned, she purchased a 2015 Honda Accord Hybrid, however it should also be noted that the vehicle had only 8,698 miles on it. This means that the factory bumper-to-bumper warranty was still valid until either October 7, 2018 or 36,000 miles on the odometer, whichever comes first. As such, if we had any idea that the vehicle had any mechanical or electrical issues whatsoever we absolutely would have resolved them, not only because of our commitment to the quality of our product and the customer's experience but because the full cost of the repair would have been paid by Honda Manufacturing.As for the GAP policy, Ms. [redacted] certainly knew that she purchased this product, as there are multiple forms that require her signature and clearly state the inclusion of the GAP policy. We are happy to provide copies of these forms if requested. Regardless, as soon as Ms. [redacted] requested that we cancel the GAP policy that she elected to purchase, we happily obliged, as the attached emails will show.Regarding the Millennium extended warranty and roadside assistance program that Ms. [redacted] referenced, the reason Millennium had no record of her policy is because, as she stated, she had only signed up for the program a couple days prior. As such, the paperwork had not made its way to Millennium. However, her Millennium policy was entirely valid the day she signed the paperwork and all coverages would have been honored in full. It should also be noted that as soon as Ms. [redacted] informed us that she would like her Millennium extended warranty cancelled, we immediately complied with her wishes (again, detailed in the emails).As you can see, Germain Honda, even absent of the threat of a Revdex.com complaint, has already agreed to reimburse Ms. [redacted] the full cost of her GAP and Millennium policies. As unfortunate as Ms. [redacted]'s experience has been, there is just no blame that can be placed on Germain Honda. As such, we kindly ask that this complaint be stricken from our record. Thank you.

Complaint: [redacted]
I am responding to your two letters (copies enclosed) regarding the complaint I filed with you againstGermain Honda. You assigned ID number [redacted] to my complaint.I am enclosing a copy of the repair bill from Germain Honda for the original repair (showing repair ofthe rear brakes) as well as a copy of the repair bill from [redacted] Honda for the subsequent repalr tothe rear brakes. With the [redacted] service manager assigned to my service all standing next to me,the servicing mechanic at [redacted] told me the repair work done at Germain Honda was notcompleted properly which led to "premature wear" of my Honda's rear brakes due to a "misalignedclaiper" (sic-"caliper") thus my rear brakes n[redacted]ed to be repaired again. The [redacted] Honda repairbill also shows what was done and the cost of the repair ($244.95).As I stated in my original letter to you, I tried to work through Germain Honda by contacting DamienR[redacted], the Gerrnain service manager assigned to the service call. He said he would talk with his managerand get back to me-l did not receive a call back or any written contact. I tried again to talk to someoneat Germain Honda to solve the issue, but the person (female) I talked to said no one was available to talkto me.Although I was/still am upset that the repair work done to the to an Important safety system(brakes) on the vehicle that my wife is the primary operator of, I wanted to work with Germain to arriveat a reasonable solution to the situation. For whatever reason, Germain Honda failed to contact me toallow a reasonable solution to be made. Note: Since my wife was out of town (In Columbus) andGermain Honda said the brakes needed to be repaired, we approved the repair work to insure thevehicle was safe to return home instead of waiting to have the repair work done at our local Hondadealer.I want to thank you for your efforts in this matter.

I spoke with Ms. [redacted] and offered her a complete and full refund on the car because she was unhappy. she refused and then ended the call by hanging up on me.Ms. [redacted] was sold the vehicle contingent on taking the vehicle "as is." the vehicle was online for $8,800.00 and was discounted to $6,000.00 to meet the budget of the customer. Ms. [redacted] was fully aware before buying the Pilot that this was the only way we could sell her the car this cheap and the only way to get her to her budget of spending $6,000.00. The customer also had several lengthy conversations with both the manager and the salesmen before buying the vehicle to work out this negotiation. In the deal the customer signed multiple pieces of paper letting her know again that the vehicle was being sold "as-is."

Ms. [redacted],We at Germain Honda strive to satisfy all of our customers. We do apologize for any inconvenience that may have occurred. I am mailing you a check $[redacted] to resolve any issue that you may have had. We look forward to serving you for any future needs here at Germain Honda. Sincerely,Craig F[redacted]GM Germain Honda of Dublin

The customer came in for an alignment.  In the cars current condition the alignment can not be done.  We gave the customer an estimate and he declined the work.  As for the 2 different estimates, the 1st one and lesser of the two did not have the parts charges included (our mistake) and he still turned down the repair even though it was roughly $1000 less than it should have been.  We gave him the correct estimate before he left.  We did not charge the customer anything for the time we spent on the vehicle.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

I am sorry to hear that you are having trouble scheduling your maintenance. What issues are you running into when trying to schedule? We are open for service appointments Monday and Friday 7am-7pm, Tuesday-Thursday 7am-8pm, and Saturday 7am-5pm, and we often have availability to get our customers in...

when it is convenient for them.  Our detail department is open Monday-Friday and cars are asked to be brought in around 7am and are finished at 3pm. We offer to service the vehicle first then send it over to the detail department, so only one appointment is needed. Details usually book a week out, but if you are in desperate need to get in for service reasons we can work around that. My Client Experience Manager, Gina Zaffini, can get your appointments scheduled for you if that’s easier. You can email her directly at [redacted]@germainmotorco.com when you are ready to schedule, and she will get you set-up.

The car was not fixed. The tires and 2 motor mounts were changed and the vibration when at a stop was fixed but, the steering...

wheel still vibrates and there is still a noise underneath the car. The old tires on the car looked in great condition and as I am still having the same issues it's obvious the tires were not the issue. When I spoke with John and Bart the used car managers I stated to both of them on different occasions that I believed there was an issue with the suspension but, this went ignored. I would like for Germain to honor the agreement that they allowed their salesman to make and fix the car or give me a full refund.

SPOKE WITH CUSTOMER AND WILL BE HAPPY TO REFUND THE MONEY. CUSTOMER IS CURRENTLY IN THE PROCESS OF SENDING ME THE PAPERWORK AND WE WILL HANDLE THE REFUND. THANK YOU

We have been in contact with the customer and did some work to the car.  In the process the car was given back to him not cleaned properly.  Attached is the emails He and [redacted] have sent.  We have not received a response back from our latest email. Sincerely [redacted]Germain Honda of Dublin