Complaints

This profile includes complaints for Germain Lexus of Dublin's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Germain Lexus of Dublin

  3885 W Dublin Granville Rd Dublin, OH 43017-1433

• 

  Germain Lexus of Dublin

  4130 Morse Xing Columbus, OH 43219-6018

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2014 Lexus Hybrid for service on March 4, 2025 my check engine light was on and my car was making a knocking noise. My car is a hybrid and does not have a hot or cold sensor to hint of engine issues. I paid ******** for services to fix everything they found was wrong. Being told by Germain service they found an oil leak and this was included with my repair bill. I picked up the car on March 6, 2025 drove on freeway home and the car started jerking and my check engine light came on. I immediately called Germain Lexus told them I am experiencing the same issues. I told them I would be bringing it back to find the issue. March7, returned car and was given a loner. On March 10, 2025 I was informed my head casket was bad and the repairs total ***** I was told I had an oil leak that contaminated my coolant I assumed the leak was fixed. Germain felt what was most important to fix was windshield wiper replacements. Front and back break pads, tune up was more important than a head gasket! Germain Lexus did not regard how dangerous it is to drive with an oil leak and a damaged head gasket. I want a refund for services done on my Lexus in the amount of *****. I cannot use any services completed as to the car is unable to drive. I spent my savings to get my car repaired Germain lack of accountability caused my car further damaged.

  Business Response

  Date: 03/17/2025

  We have completed the refund for the guest. 

  Business Response

  Date: 03/17/2025

  I tried to upload the documents and details about this case, but it stated it was too large.  We did agree to refund the guests service amount.  Should I provide more information somewhere else? 

  Customer Answer

  Date: 03/17/2025

  [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

  Date:08/22/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for the Platinun extended warranty. Was told when I bought the vehicle it was just like a bumper to bumper warranty. Now that I am trying to make a claim to get my car fixed, the dealer says my warranty doesnt cover the repairs

  Business Response

  Date: 07/10/2024

  Hello. We have contacted the guest and trying to resolve this issue. The guest had the vehicle towed to a local dealership around them and that dealership gave them a quote without proper documentation of diagnosis. We have also reached out to that dealership to obtain more information. Guest did purchase a *************** Agreement and verifying coverage. 

  Customer Answer

  Date: 07/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21957458
  
  I am rejecting this response because: 
  

  We purchased the extended platinum warranty and was told at the time of purchase it was a bump to bumper warranty,  What a waste of money and **** poor customer service.  

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

  Business Response

  Date: 07/12/2024

  We are attempting to contact the ****************** at *******************. Even though the vehicle was purchased with a *************** Contract, the vehicle was purchased as is. Our Preowned Manager will be contacting you. 

  Customer Answer

  Date: 07/15/2024

  I talked with ******************* from Germain Lexus.  We have come to a resolution.  I wish we could have talked before filing the claim with the BBB.  We are satisfied with the solution.  Thank you, ********************;
  

  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought a Cadillac from Germain Lexus of Easton 12/11/2023. The collision light came on about a week and half of purchase. The car hasn't been in a accident. I took the car back to Germain Lexus of Easton and I was told by the service director **** ***** Cadillac must fix the vehicle. I took the car to Germain Cadillac of Easton, and was told by the service technician the car couldn't be repaired by Cadillac since its damage to the car, even though the car is under warranty. I took the car back to Germain Lexus of Easton and was told by Service Director **** *****, he would only pay $800.00 for the repair. German Cadillac of Easton stated the repair would cost $1,651.20 if Germain of Lexus of Easton paid for it, and if I paid for the repair it would cost $.2,224.35. According to the Carfax Germain Lexus of Easton gave me, the car has not been in any incident. I have included the Retail Purchase Agreement (Buyers Order), invoice, recommended services, and Carfax report.

  Business Response

  Date: 01/15/2024

  Good evening. Thank you for your communication and message about your 2021 Cadillac CT5 VIN#***************** that you purchased "As-Is" from Germain Lexus of Easton in December 2023. We apologize you are having issues with your vehicle. 

  I have attached a few documents for your review. The first document that you signed in our business office is the "Retail Purchase Agreement" that shows all of the financial information but should also point out the section of the "Warranty Section", in which the document states our policy for an "As Is" vehicle which all liabilities/responsibilities are assumed by you, which Mr. **** signed. The next document is "Buyer's Guide" which clearly states you are purchasing the vehicle "As-Is" and "The dealer does not provide a warranty for any repairs after sale." This document is also signed by Mr. ****. The third document is the "Car Fax" history report which shows the history of the vehicle but also has a disclaimer "Car Fax depends on its sources for the accuracy and reliability of its information. Therefore, no responsibility is assumed by Car Fax or its agents for errors or omissions in the report. CarFax further expressly disclaims all warranties, express or implied warranties of merchantability or fitness for a particular purpose." This document is also signed by Mr. ****. The last document is a "We Owe" form that shows "Nothing else owed or promised" that is also signed by Mr. ****. 

  The fact of the matter is that Mr. **** purchased an "As-Is" vehicle from Germain Lexus of Easton and assumed all responsibility and lability for purchasing this vehicle at the time of the sale. Per Ohio Law, Germain Lexus is not liable for any repairs or concessions to Mr. ****. Any costs of repairs are Mr. ****'s responsibility. It's clearly defined in these documents. 

  While Germain Lexus of Easton is not responsible for any of these claims or repairs, our reputation is important to us. Our Preowned Manager and I spoke at length about Mr. **** when this situation first came up a couple of weeks ago. Mr. **** initially gave our Preowned Manager some estimates (attachment provided from Mr. ****), and we wanted to make a one-time "Goodwill Gesture" to Mr. **** for the amount of $800, which is more than generous with the documents provided at the time of delivery. We stand firm on that amount and feel like it's more than fair.

  I would be more than happy to reach out to Germain Cadillac to see if there is any concession, they can make with the repairs or if they can provide a "Gesture of Goodwill", but Mr. **** will be responsible for any difference that can't be adjusted. Germain Cadillac is a separate entity and not affiliated with Germain Lexus of Easton.

  Please let me know if you would like for me to proceed in attempting an additional "Gesture of Goodwill" from them. 

  ****** M. ****** 

  General Manager, Germain Lexus of Easton. 

   

   

   

   

  Customer Answer

  Date: 01/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21122568
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ******** ****

  Business Response

  Date: 01/18/2024

  Mr. **** - 

  We would like to extend a "One time Gesture of a Goodwill" to you in the regards to your 2021 Cadillac CT5 #***************** to repaired at Germain Cadillac of Easton (only items listed on Repair Order you attached, nothing additional). I have attached a release form that needs to be signed prior to the work being started at Germain Cadillac. Again, this is a one-time gesture of goodwill, any other repairs or issues with your vehicle will be your responsibility/liability.

  Please sign this form and upload into this website for the BBB to close out this matter. 

  Thank you. 

  Customer Answer

  Date: 01/21/2024

  [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

  Date:12/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/16/2023 my wife and I traded in a vehicle on a brand new, 2024 Lexus NX 350 F Sport. We were told by the salesperson that after the purchase, Lexus would send us a 2nd key FOB for the vehicle. We waited 3 weeks and never received the 2nd key FOB. We contacted the sales person and they told us "They had nothing to do with the delay and to contact Lexus and complain." After contacting Lexus, we told that our key may take many months to be sent out. I also discovered this had been a long-standing, known issue with Lexus that our salesperson did not inform us of. We believe Germain Lexus of Easton purposely withheld the knowledge of the key FOB. We are also at great risk of being stranded in the vehicle due to only having 1 key FOB.

  Business Response

  Date: 07/13/2023

  We have spoken to Mr. ******* and asked Lexus to expedite the replacement ahead of their communication to the guest. We have obtained a wallet key for the guest now and is picking up in the next day or so. We have also have the second key fob in our possession and ordered the key blank to be cut at the dealership. Mr. ******* is satisfied with this resolution and consider this matter resolved. 

  Thank you

  Customer Answer

  Date: 07/26/2023

  [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 to resolve this complaint.
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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,
  
  
  
  **** *******