ComplaintsforGermain Volkswagen of Columbus
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Complaint Details
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Initial Complaint
10/26/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
put the wrong transmission in my instead of the one the insurance ordered I be up there I’m not happy at all y’all trying to make me pay something out of my control and I know I didn’t authorize anything so tomorrow we need to have this handled I need my car give me a call at *********8 thanks They trying to make me pay for something that isn’t my fault they put wrong transmission that I didn’t even authorizeBusiness response
10/27/2023
We have agreed to cover the difference between a new Transmission and a used transmission that the insurance company quoted. Mr ****** insurance and Mr **** still need to cover the rest of the balance of the repair.Initial Complaint
08/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On Wednesday, August 2nd, 2023 I purchased a 2010 Ford Expedition Limited from Germaine Volkswagen for $9900. I asked about any issues with the car, if there was any frame damge, and for the full car fax report. After reviewing their documents, which did not disclose any frame damage, I purchase the car and had it shipped to Georgia. Upon arriving here in Georgia, I noticed extensive frame damage on the underside of the vehicle. I have taken it to multiple body and repair shops for opinions and each has told me this car is not safe to drive and should not have been sold me a reputable dealership. The experts have stated the frame is so rusted out that this could cause a major, life-threatening, accident at any point and should not be driven. I am hoping Germaine will admit their mistake in not disclosing a serious safety issue that risks the life of me and my family and allow me to return the car for a full refund.Business response
08/17/2023
Our Used Car Manager **** has been in contact with this customer. They came to a mutual agreement that Germain VW would issue a full refund upon arrival of the vehicle. The vehicle arrived at Germain VW on 8/17/23. With this being said, the refund process has been started.Initial Complaint
08/10/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On April 5, 2022 I purchased a 2013 Lincoln MKS from Germain Volkswagen. And they would not give me any kind of warranty with my purchase. They assured me that the car was inspected and that the car was in top condition. After I left I noticed that one of the headlights did not work. I contacted them the next ***. AND they promised me that they would fix it. After coming in 3 times, they finally said the entire headlamp was bad and needed replaced and that it would cost 2800.00 to fix but the headlamp was on back order with no release date. A written promise to fix or as they called it "we owe" was given to myself and my finance company. I have every conversation, email etc ..I have been waiting almost 4 months and now the manager is not replying. And not only was I sold a car with 1 working headlight, the gas guage did not work at all. They did fix the gas guage but it took almost 2 months. But they claim the the headlamp is still on backorder. I don't believe they ordered it at all. This has been going on since April 7. The general manager solution and I notice he uses this tactic a lot is, he will buy the car back and you can start all over with them. No way. My complaint is that they are selling cars that they know good and well have issues. Germain is a lucrative company and they have a car lot every ten feet. I chose a car that I could afford. And my car was over 13,000.00 not a 2000.00 car. It's not right that they do that. Someone put gas in my car as I signed papers. They knew that gas guage didn't budge and that it was broke. Their tactics needs investigated and they need held accountable. I attached pics of my 1 eyed vehicle and the pic when I broke down after having the car 7 ***s because I ran out of gas but the tank read over half tank to me. Again they did fix the gas gauge it's just the fact of them selling cars that they know hv issues. And now my check engine light comes on and off I need a catylitic converter. Thanks in advance for your time.Business response
08/11/2022
I am very disappointed that we have not been able to have the vehicle repaired in a timely manner for Ms. *******. I am a honest individual and run an honest dealership. I assure you, we did and have ordered parts and i have personally fully authorized our service department and/or our Ford service department, to handle this issue for Ms. *******.
I will be glad to take care of the issue, however we have been told by our parts department and our Ford parts department that the part to complete the headlamp repair is on backorder and unfortunately we do not have a timeframe as to when it will be available. We have many parts that are not currently obtainable due to covid, the Russian/ Ukraine conflict, labor shortages....
So yes I did and will anytime purchase the vehicle back from Ms ******* as a courtesy. Not a scam at all.
In conclusion,We are more than willing to work with Ms. ******* however we can to resolve the issue.
*** ***
General Manager
Germain Volkswagen of Columbus
*************
Customer response
08/12/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 17696867
I am rejecting this response because:
I appreciate Mr. *** responding but I can only take Mr. *** word that the part was ordered. It was on April 11 after being at Ford dealership over 3 hrs that I was told the entire headlamp needed replaced along with a ballast. I am curious as to when the headlamp was ordered because it was determined on April 11 by Germain Ford. I have asked that a few times and have only been told it was ordered on backorder with no release date. After all this time has Germain considered other avenues like possibly purchasing from ebay or other autopart sources. I have seen drivers side headlamp on ebay. From how I believe Mr. *** explained to me back in May it seems they are buying rebuilt parts anyhow due to the parts being scarce, and if I have that info wrong, I apologize, I thought I was told that when they tried to replace the ballast only. Would Germain consider purchasing elsewhere other than the manufacturer. And if I was to consider selling the car back, please provide information on the process, considering I have already made 3 car payments.
Regards,
******* *******Business response
08/12/2022
We did purchase a part from ebay motors that was reconditioned. After installing the part we realized that the part was defective and sent back. We would be glad to purchase the part from an aftermarket source if that were possible. At this point we have not found a satisfactory alternative that would produce a working part.Initial Complaint
04/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On April 28th 2022 we took our 2008 Volkswagen Touareg into Germain Volkswagen to have 2 new keys made. While standing at the pay window I noticed a dent on the driver side door. This dent was not there before going to the dealership. I live on a one way street where I park driver side right in front of my door, with the way the dent looks I could not have missed it. I spoke with a representative and he denied that this could have happened in his shop.Business response
06/10/2022
Hello,
I apologize for the delay. Please contact me so we can discuss a resolution. Thank you. My cell phone is **************
Joe D
General Manager
Germain VW of Columbus
Initial Complaint
03/30/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a NEW vehicle from Germain Volkswagen and after 12,000 miles I was told the tires are bad and need to be replaced. The tires had a warranty of 70,000 miles and Germain lied to me on three (3) separate occasions about the warranty process. When I contacted the tires manufacturer (Hankook) they stated that they never received any warranty claim or any other correspondence from Germain. I’ve had to spend $1,000 to replace my defective tires or Germain’s failure to complete a pre-sale inspection which would have found that the NEW vehicle they were about to deliver was not in alignment!Business response
09/14/2022
We understand that this happened earlier this year. Germain VW is under new management and would like to make sure this issues has been resolved. Please let us know if any further action or if this problem still persists. Thank you.Customer response
09/14/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 16965408
I am rejecting this response because: This complaint was Germain’s unwillingness to stand by their warranty for the tires that came on the “brand new” vehicle I purchased. After exhausting all my avenues to have them remedy the problem I had to purc base NEW tires so I could have use of my vehicle. I was lied to on several occasions that made me lose any confidence I had in Germain VW. The tires had a 70,000 mile warranty and lasted less then 22,000 miles.
Regards,
****** *****Business response
09/21/2022
The tires are actually installed at the factory, in this case, in Mexico. But, again, VW does not warranty the tires. With proper documentation, we could have handled a warranty claim. But, as seen on the hand written receipt as well as the Carfax, ******* will not accept this. Their warranty is written in the brochure that came with the car new. Volkswagen and/or Germain VW do not warranty the tires, the manufacture of the tires do. One of the most confusing things about this is the aftermarket repair center that the consumer decided to have the service performed is a ******* authorized dealer. If they have all of the tire maintenance records, they could have filed the claim.Customer response
09/21/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 16965408
I am rejecting this response because: I would think that Germain would want to take responsibility and not shrug it off to Tire Choice to handle the warranty claim. That’s why I would never buy one other thing from Germain. Like I’ve said several times they want to bury their heads in the sand and deny responsibility. Does it make sense that I would get an oil change and forego the FREE tire rotation? NO it doesn’t make sense but Germain continues to make like an Ostrich and bury their head!I will never and I mean never quit replying to Germain’s answers to this claim. I want everyone that checks Germain out to know that they don’t stand behind their products!
Sincerely,
****** *****Initial Complaint
12/13/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I purchased a white 2017 VW GTI S from this store on Oct. 24th and I still haven't received the car title. I reached out to them on the 45th day of purchase and still haven't heard back since then.Business response
09/14/2022
We understand that this happened in 2021. Germain VW is under new management and would like to makes sure this issues has been resolved. Please let us know if any further action or if this problem still persists. Thank you.Customer response
09/15/2022
[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,
****** ***Business response
09/17/2022
Thank you for allowing us to work through this.Initial Complaint
09/10/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I sold the vehicle I purchased from the company months ago, and I wanted to cancel my gap insurance and get a refund. I reached out via e-mail several times and never got a response. Now, the amount that would be due to me in refund has diminished due to the amount of time lapse between the payoff and present day.Business response
09/13/2021
Hello,
I am very easily accessible 6 days per week. Please call me. Thank you.
Customer response
09/13/2021
*** *** ** *** *** *** *** *** ********* *** ********* ********* *** **** ***** **** *********** ********** *******3
I am rejecting this response because I have made multiple attempts to contact via email. I have done more than I need to at this point; the ball is in your court.
Regards,
***** *******Initial Complaint
07/23/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased my vehicle in June, almost 45 days ago. My temporary tag expires Aug 2. I’ve been trying to get my memo title since 7/12. It was supposed to be processed 7/14 at the latest. I called Wednesday of this week 7/21 and it still hadn’t been processed. I go out of town tomorrow 7/24 until after August 2 when the temp tag expires and I still have not received my memo title and I keep getting the run around! I want the dealer fees refunded and my memo title sent to me immediately!Business response
09/14/2022
We understand that this happened in 2021. Germain VW is under new management and would like to makes sure this issues has been resolved. Please let us know if any further action or if this problem still persists. Thank you.
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Contact Information
Customer Complaints Summary
9 total complaints in the last 3 years.
2 complaints closed in the last 12 months.