Germain Lexus of Easton

Misrepresented condition of car On July 14th, 2017 we bought a 2007 Acura TL Type-S from Germain Lexus of Easton with roughly 112,000 miles on it. Our sales associate was Eric Mont On July 14th, 2017 we bought a 2007 Acura TL Type-S from Germain Lexus of Easton with roughly 112,000 miles on it. Our sales associate was Eric Montalvo. We had a pleasant experience dealing with Eric, he was nice and not pushy. We took the car for a test drive around Easton. We asked if we were able to have it checked out by a mechanic since it was a 10 year old car. Eric persuaded us to believe that it would not be necessary due to the fact that Germain had their technicians look the car over and it was in fine working order. He explained that Germain’s reputation was vastly more important to them than to just make a quick dollar selling a car that would be an issue. Having known the positive reputation that the Germain name holds, we were confident that what we were being told was true. After coming back from the test drive, we continued to look over the car. I made a comment about the tires looking to be in good shape and Eric again brought to my attention that the service technicians had made sure this car was “worthy” of being sold at Germain. Eric took this opportunity to point out to me that the Acura had all new brakes put on because “The last thing Germain wanted was for someone to drive the car home and turn around in the coming months and have issues with it”. My wife and I took time to go have lunch and come to a decision on the car. We came back to the dealership comfortable with buying the car from Germain and Eric, we even brought him back lunch. Everyone we came into contact with while doing the financial paperwork was pleasant, and gave us a feeling that we were buying from a company that had the customer in mind first. While finishing up the final parts of the purchase agreement, I inquired about a warranty for the car. I was told that a warranty was not available due to it being a ten year old car. Still confident that the car would be in great running order, I signed on the line and became the proud owner of an Acura TL Type-S. Not long after owning the car, my wife started to tell me that she felt the car did not drive well and something was wrong with it. Considering that I had just found the car that I had been searching for for quite some time, and being slightly stubborn, even though I did not disagree with her, I was not ready to admit it to myself. By the early part of August I began to notice a little bit of screeching coming from the brakes when stopping. I emailed Eric to double check on the brakes since I recalled him stating that the Acura had all new brakes put on because “The last thing Germain wanted was for someone to drive the car home and turn around in the coming months and have issues with it” By mid September the brakes continued to make noise when braking. I again emailed Eric, and he stated that he would check the service records to make sure and get back to me. A few days later he emailed me back to confirm that the Acura had all new brakes installed prior to being put on the lot. I had started to become very suspicious of these “new” brakes and had begun to notice issues with how the car was driving (acceleration, turning, automatic shifting and some spots leaking under the car when parked). I had some time off coming up in December and decided I would take the Acura to Germain Honda of Dublin to have the oil changed and the brakes looked at once and for all. I made an appointment over Christmas break to drop the car off because I would have some extra time. Unfortunately I ended up having much more time off than expected due to my father passing away suddenly a week before Christmas. The Acura was taken into Germain for the oil change and brake inspection on Dec. 27th. The next day the service consultant called me to let me know some rather shocking news. I could tell it was not good news by the tone of his voice. He was regretful to tell me that the car I had just bought less than six months ago for $10,000 had $7,690 worth of items that needed replaced for it to run for another six months. As you can imagine adding this news on top of having just paid for my father’s funeral not 4 days earlier came as a heavy blow. We drove to Germain to talk with the service consultant. He was very nice and printed off two copies of the inspection summary. He went over in detail the items that were defective or failed inspection. Here is a run down of the items that would need replaced for the Acura to continue to run: Replace all brake pads. Resurface and replace right rear caliper, caliper is locked up. Replace oil pump / timing belt. Oil leaking from oil pump onto drive belt and onto engine Replace compliance bushings Replace radiator. Large crack in radiator, leaking fluid. Replace power steering rack. Replace both front axles. I will go on record and say that I know this is a ten year old car and items will need repaired/replaced. My issue came with the fact the the radiator, oil pump, power steering rack , axles and the brakes (which I was told TWICE were new) all do not fail in the matter of four months if a qualified service technician looks over a car and gives it an okay to be sold at a reputable dealer such as Germain. Had we taken it to a side of the road mechanic I may have dismissed these items, but we did not. We took the Acura to another Germain where they specialize in working on Honda/Acuras. We thanked the service technician and took the copies of the inspection to Germain Lexus. We went in and sat down with Eric. We went over the inspection report with him and he was shocked by what had come back on the report as well. He assured us that he would bring it to the attention of his supervisor and the service supervisor and that they would be in contact before the end of the day. That was Thursday Dec. 28th at noon. On Saturday Dec. 30th we finally got a call from Eric to let us know that a sales manager would be in contact with us. Five minutes later someone by the name of Shane Kitts called my phone. I will start this by saying that everyone that we had dealt with at Germain up to this point had been kind and courteous. From the first words out of Shane Kitts mouth, we knew this was going to be a different experience. The conversation started out with Shane Kitts asking “What can I help you with?” When we started to explain the issues with the car he cut us off to say “No, what can I do for you? You bought a ten year old car with no warranty. What is it you want me to do for you?” My wife went on to explain that the issue is that we bought a car from a company that we had been told and genuinely felt that they would live up to their motto of creating “...customers for life by making the most of every moment for our clients in a way that makes a positive difference, every time at every touch point" when clearly this was not the case. Shane Kitts continued to talk down to my wife and insult her intelligence by telling her that all these items would happen in a four month time frame and that in the future we should choose to spend the money and get the warranty, while repeating “You bought a ten year old car”. To me that sounded like he was assuming that we didn’t buy the warranty because we were too cheap and by buying a ten year old car, we should accept the fact that things would break. Again my wife explained that we are fully aware that items on a ten year old car will need repaired and replaced, however when we are told that “The last thing Germain wanted was for someone to drive the car home and turn around in the coming months and have issues with it” and that the brakes were in fact new at time of sell, that’s what we expect when driving a car off the lot of a Germain dealership. As the conversation with Shane Kitts went on, it was made clear that not only did he not have the the list of items that failed a Germain inspection in front of him, but he never took the time to even read over it. This to me signaled that he truly gave absolutely zero care to what we had simply wanted to talk to someone about. As the conversation went on, he continued to be dismissive and rude, to the point of blowing my wife off because she was a woman, saying that she must not know what she is talking about. Finally it seemed he had enough of not getting his way and abruptly told my wife that someone would be in contact with her. The fact that we were told the brakes were new, and they clearly were not since a fool would know that they do not become “metal to metal” within a 4 month time frame, leads me to believe that not only were we misled about what we were purchasing, those at Germain were fully aware of the repairs needing done on this car, and while neglecting them, decided to sell this car “as-is” for $10,000, when it was clearly not worth the sticker price, and known to everyone but the buyers. We are now the sad owners of a car that for insurance purposes, is considered to be totalled due to the costly repairs, and unfortunately this was the case from the moment we drove off the lot. We will NEVER purchase anything from Germain in the future and we will not let anyone that we care about even step foot in the door of this business. More

No title after two months On 8/26 I bought a used Mercedes Benz from Germain Lexus. To date, I have not received title to the car. When I first contacted them a few weeks ago, On 8/26 I bought a used Mercedes Benz from Germain Lexus. To date, I have not received title to the car. When I first contacted them a few weeks ago, I learned they didn't even hold title to the vehicle. So, they sell cars that they don't own, evidently. Interesting business model, I think the Ohio State Attorney General will agree. As of now, they won't speak to me because of the 'rhetoric in my emails.' I guess now they'll get to find out how the like the rhetoric from my attorney. More

Great Job! I live in Cleveland and searched for about 6 months for a Lexus with a color combination that I just love. When I found the car online, I called Germ I live in Cleveland and searched for about 6 months for a Lexus with a color combination that I just love. When I found the car online, I called Germain and spoke to Preston Hutchins. He assured me the car was still there and that he would hold it until I got there. Upon my arrival, everything went perfectly! Preston took us through the purchase process with ease. He is a true professional! His kindness to myself and my family while we were there was exceptional. I will gladly recommend both the dealership and Preston to all my friends. The business staff also did an excellent job. Again, the process was exceptionally smooth. Hats off to the entire staff of Germain Lexus of Easton! They are the best! My only regret is that I live 120 miles from the dealership and probably won't have the car serviced there regularly. More

Good work Staff members are courteous, helpful, and friendly. I 've been taken my car to Germain Lexus of Easton for services for a long time now. I trust them Staff members are courteous, helpful, and friendly. I 've been taken my car to Germain Lexus of Easton for services for a long time now. I trust them with my vehicle. Cole sent me email about prices, and called to give me updates on the progress of my car. Excellent work Cole! I highly recommend Lexus of Easton to anyone. Andrew Nguyen More

Purchasing used or new car Excellent experience. Mr Hammond Was very easy to work with and made purchasing a car more enjoyable than usual. This is as it should be when making Excellent experience. Mr Hammond Was very easy to work with and made purchasing a car more enjoyable than usual. This is as it should be when making a purchase of an automobile. More

Unexpected maintained Working with Mr Kevin Daniels, is great I trust his recommendations and I don't feel I'm being taken advantage of. I appreciate the services we receiv Working with Mr Kevin Daniels, is great I trust his recommendations and I don't feel I'm being taken advantage of. I appreciate the services we receive from Mr Daniels. More

Third service visit after purchase. This dealership and the associates that work there are outstanding. I have always been treated extremely well and I have always felt appreciated. I ha This dealership and the associates that work there are outstanding. I have always been treated extremely well and I have always felt appreciated. I have never experienced a buying experience or a dealership like this in my 35 years of driving and buying vehicles. This is my first Lexus and will certainly not be my last! More

Lexus purchase Thanks to Abu Muhidin for making our buying experience a pleasant one. Abu was very easy to work with and extremely personable. He has made several fo Thanks to Abu Muhidin for making our buying experience a pleasant one. Abu was very easy to work with and extremely personable. He has made several follow up calls to make sure we had no problems with our RX350 and asked us to call him with any time if we have questions. Mike and Chery B. WV More

Great experience! I appreciate the courtesy and helpful service that I received from Abu when I purchased my Lexus from Germain Lexus. He was very passionate, personab I appreciate the courtesy and helpful service that I received from Abu when I purchased my Lexus from Germain Lexus. He was very passionate, personable, and went over and beyond in making me feel like a valuable customer. All the associates that I came in contact with made me know I spent my money at the right location More

First class experience It's a wonderful experience from the start. When I pull up to the garage door automatically opening makes it warm and welcoming. The staff is always p It's a wonderful experience from the start. When I pull up to the garage door automatically opening makes it warm and welcoming. The staff is always patient and knowledgeable, always a world-class experience. More