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Tom Rankin
Tom Rankin, Service and Parts  Manager, Germain Honda of Dublin
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Tom Rankin

Service and Parts Manager

Germain Honda of Dublin

6715 Sawmill Rd
Dublin, OH 43017

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Hello, I'm Tom Rankin, Service and Parts Manager for Germain Honda of Dublin. I have been with Honda since 1995 spending 15 years in the parts department. My current certifications include Haz-Mat, NADA University and Honda Platinum Sales. When it comes to our customers I believe in making a good first impression; accurately finding out our customers' needs by listening properly and asking the right questions. Filling these needs efficiently or solving the customer's problems by having good product knowledge. Good customer service is about taking the extra step and making the extra effort. In my spare time I enjoy riding motorcycles, camping, fishing and attending sporting events and concerts, I also enjoy spending time with friends and family. I hope you will allow us the opportunity to earn your business.

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11 Reviews of Tom Rankin

January 03, 2019

Dealership Rating

"Customer Service"

- Still not fixed

Multiple visits to fix same problem, which after 2 different 'repairs' and over $1,000 is still not remedied. Tried to contact the manager multiple times (over a multi-week period of time) prior to receiving a returned communication. Dealership unwilling to stand behind the work performed to date that has resulted in the problem continuing. There were conversations about parts and workmanship warranties, however unless it is failing on the service floor they can't obtain proof, though no diagnostics were offered. Was informed that this proof is needed to get honda corp to warranty out any faulty parts and that otherwise they wouldn't tear into the vehicle because no one was signing up to cover the cost. Was also told that it wasn't about the money as it only takes about 5 mins to tear those particular parts off. If that's the case and parts were under $100, what was the other $600+ on fix #2? Very frustrating situation... hands are never tied, you can always go beyond the minimum standards of what you're obligated by policy to do to take care of the customer. Instead we received unsympathetic references to 'in my 24 years in the business' over and over and over... and of course no real remedy. Maybe it's because there's less focus on understanding the mechanics and more focus on selling 'fixes'.

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Recommend Dealer
No

Other Employees Tagged: Chris Robinson, Gina Zaffini

Jan 15, 2019

Germain Honda of Dublin responded

We are sorry to hear that you feel this way. Unfortunately, because your vehicle's door was operating normally at the time you brought it in to the Honda dealer; the part was not able to be deemed condemned, thus we were not able to have it covered under warranty. If the part fails and can be duplicated at a Honda Dealer, we are more than happy to have it replaced under your parts warranty.

March 16, 2018

Dealership Rating
Employee Rating

"Poor customer service and follow-through"

- RUTHJRHODES Verified Customer

My scheduled appointment was supposed to only take 1 hour, but when I showed up, I was then quoted 90 min, then in reality it took 5 hours, because all walk-ins were taken before my scheduled appt. My tires weren't checked during the all point inspection (after I had asked) and come to find out, there was a nail in one and my tire pressure was dangerously low. Called to speak to a manager, he left me a VM, but then never returned my follow-up call. Will never go back as this was my 2nd poor customer service experience here.

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Recommend Dealer
No
Mar 22, 2018

Germain Honda of Dublin responded

We are sorry to hear about your recent experience. We try to ensure that every customer has an experience that exceeds their expectations, and we clearly fell short of that with yours. We appreciate your feedback, and we will continue to strive to make our service department better.

October 19, 2017

Dealership Rating
Employee Rating

"Excellence of service !"

- thegizmoguyco

Tom Rankin in parts is a great manager, been doing business with him for years, great sense of humor and very professional, i highly recommend Germain Honda, great people and a great Dealership all around.

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Yes
Oct 19, 2017

Germain Honda of Dublin responded

Thank you for your continued business and the kind shout out for Tom. We too think Tom is a great guy and are proud he is part of our team. Best Regards, Craig Ferguson General Manager

February 02, 2017

Dealership Rating

"Very helpfull "

- edshannon76

Manager Tom Rankin was very helpful after miscommunication between a sales associate and I. He listened to my grievance and handled the situation in a professional manner. I've been coming to Germain Honda of Dublin for quite a few years now and will continue going there in the future. Thanks again.

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Yes
Feb 03, 2017

Germain Honda of Dublin responded

Ed, Thank you for the kind words about Tom Rankin. I am pleased to hear that he was able to turn your experience around. If you need anything else do not hesitate to reach back out to him. Have a great weekend. -Kind Regards, Gina Zaffini

December 20, 2016

Dealership Rating
Employee Rating

"Buyers Beware of Germain Honda of Dublin's Service Dep."

- Othman19

I took my Honda Pilot to Germain Honda of Dublin couple of days ago for engine misfires and lack of power to accelerate diagnoses. Unfortunately, I was disappointed over and over and over again. The service manager who was working on my vehicle (Eddie) misdiagnosed my car with a bad EGR valve and wanted $531.89 to replace it. Two hours later he called me again and asked for my authorization for another $1,000 to replace "bad front catalytic converter." I realized he either thought I was stupid or he didn't know much about my vehicle, at all. So, I asked, "which one?" He replied, "the front one!" My car has three catalytic converters: one on the back and two on the front with one on each side of the engine. I was driving this vehicle for a long time and had no issues with all my three catalytic converters that they diagnosed "the front one was coming apart" and damaged my EGR valve. Usually, when catalytic converters go bad, they throw an ECU code with bank one or bank two statement that indicates which one went bad, if not all. I told Eddie if you don't have the code of which one went bad don't replace it, or he might as well replace my front left fender to find out why my vehicle was misfiring! He didn't like that but, If I know anything about cars, I know they can absolutely run without catalytic converters! Long story short, they also stated that they inspected my spark plugs and found "the plugs were not fouled." This is very important, but I'll come back to it later. And after they told me they replaced my "bad" EGR valve and charged me $531.89, I found out my old EGR valve (if they ever replaced mine) was as good as theirs. I'm having the same issue with the car that I had when I, regretfully, brought my car to Germain Honda of Dublin (RIP-OFF PLACE). What's worst is that I realized very quickly that they've no one to reason with or knows what he/she is talking about. I took my car to another car service shop across the street from Germain Honda of Dublin ( RIP-OFF PLACE). [For SEO reasons, I'll not name the other car service company along with this bad review]. They told me I only needed a set of new spark plugs and my car's throttle needed cleaning, which had lots of carbon build up. They replaced my spark plugs and cleaned the throttle. My car now runs better than ever before and accelerates smoothly as well. This other car service shop charged me only $219 and, had they charged me even more, I'd have been okay with it as well. I would not take my son's Thomas and Friends toy car to this RIP-OFF PLACE (Germain Honda of Dublin). Never ever again! Finally, buyers please beware of Germain Honda of Dublin's service department and do yourself a huge favor and never take your car there. You're guaranteed you'll regret...

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Recommend Dealer
No

Other Employees Tagged: Eddie Sorrell, Gina Zaffini , The three stooges and another idiot named Bill as well!

September 17, 2016

Dealership Rating
Employee Rating

"Incredible customer service."

- Dpiper57

I brought my 2010 Honda Fit in for its scheduled oil change and tire rotation. It was discovered during the tire rotation that one of the tire mount studs was damaged and the lug nut could not be removed. I was given a possible quote of what it would take to repair my vehicle. I contacted Tom Rankin and he listened to my thought that Germain Honda is the only place where my Fit is serviced and the damage must have occurred in May the last time the tires were rotated. Tom had me bring the vehicle back in and verified what I thought and had my vehicle repaired as well as provided me a rental during the period it was in. Tom was an absolute pleasure to deal with. An incredible service recovery that assures I will remain a loyal customer. Thank you Germain Honda!.

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Recommend Dealer
Yes
Sep 19, 2016

Germain Honda of Dublin responded

Please accept our apologies for the damage to the lug nut during a previous service visit. We are pleased that Tom was able to address your concern and provide you with a quality service experience. Our team appreciates you allowing us to right our wrong and recover your trust and loyalty. Best Regards, Craig Ferguson General Manager

September 06, 2016

Dealership Rating
Employee Rating

"Tom was very helpful"

- Yam

I had an issue with one of the service employees. This particular individual was very rude and even hung up on me. I won't bore you with the details, but I called Tom and without hesitation he apologized and even gave me a full refund for the service. I was satisfied with the resolution because he really listened to the details and the refund was really the only option at the point bc the employee really escalated the situation.

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Recommend Dealer
No
Sep 12, 2016

Germain Honda of Dublin responded

We sincerely apologize that your recent visit to our dealership was not the quality Germain experience you deserve. We do appreciate you working with Tom Rankin our Service Manager and allowing him the opportunity to address your concerns and turn your experience around. Best Regards, Craig Ferguson General Manager

January 29, 2016

Dealership Rating
Employee Rating

"Poor Customer Service"

- cdmop

Dealt with Dameion on a warranty service on our audio system/bluetooth. The dealership had the vehicle in of 5 separate attempts to rectify the issue and it is still occurring. Cant get any further responses from Dameion or the sales manager Tom Rankin. I guess they are done with this issue and have given up. The whole experience was horrible. Very slow response times and poor follow through. Would not recommend. Have purchased 3 vehicles from this dealership, but will be taking future business elsewhere. Will advise friends and family to do the same.

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Recommend Dealer
No

Other Employees Tagged: Dameion Reed

Feb 10, 2016

Germain Honda of Dublin responded

We are deeply saddened that your experience with our service department was not the quality experience you deserve as a Germain customer. We greatly appreciate you allowing our Service Manager Tom Rankin the opportunity to work with you to address your concern and turn your experience around. Please let us know if there is anything further we can do for you as we truly wish to earn your trust and faith back in Germain Honda of Dublin. Best Regards, Craig Ferguson General Manager

March 26, 2015

Dealership Rating

"Failure from Sales, Service and Body Shop (3x customer)"

- SPeachey

The TL:DR of this story is: Never, ever, ever, ever, ever (did I say ever?) trust Germain Honda sales, service, or body shop. The GM (Craig Ferguson) probably has no idea of all these issues -- such a shame. Part of me didn't want to write this review, because I've bought three vehicles from Germain Honda and had hoped that actually meant something. I also wouldn't have written this, but "three strikes" against the same dealership seems a bit egregious. With the exception of Woody Woodrow, who has been absolutely fabulous, Germain Honda of Dublin has been a complete failure for me and my family, with the following: 1) Sales treating me like an uneducated child. Being "talked down upon" from the used car manager wasn't my cup of tea. 2) The service department replacing the starter in our van, only to then drive it for more than 20 miles. When speaking with Tom on the incident he honestly said "I have no reason I could even make up for why they drove the van over 20 miles." At least he was honest about that, and he even offered a free oil change. During that same phone call I said "I'm a little leery about getting the body work I need done on the van because of these issues." 3) Had the body work completed this week. On Tuesday of this week, get a call from Bre that states "we removed the bumper to repair the van only to have one of the parking sensors break. The sensor itself had been "glued" so that no longer works. Its $300-400 to repair and your entire parking system won't work without it." Great, now I have a broken system. I decline to pay that amount, and the van work is completed. Pick up the van and low and behold...no pinstriping has been completed, even though the work order had it clearly stated on paper. According to Joe its a "5 minute fix" -- part of me is fearful that our family van may somehow break or be driven to Cleveland by the time it's actually corrected. Naturally, I have to leave work slightly early and get the striping done, because they are only open until 5pm on Friday... Fast forward to speaking with Melody Markham, the customer relations manager on Thursday morning. She seems genuinely interested in the situations I've described and assures me that she will follow up with Joe on getting the situation fixed. By 2pm Thursday, I haven't heard from anyone, Bre, Joe or Melody so I decide to call Melody. I'm not 100% what had happened, but the 2nd conversation it came across as though I had been passed on directly onto Joe, my past issues didn't seem to matter and I was bothering her. In my opinion, Steve Germain has the most disappointing dealership, service department and body shop on the Northwest side of Columbus.

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Recommend Dealer
No

Other Employees Tagged: Woody Woodrow, Joe Holt

Apr 02, 2015

Germain Honda of Dublin responded

We sincerely apologize that we have obviously not lived up to your expectations on your recent visits to our dealership. Here at Germain Honda of Dublin we are extremely dedicated to customer satisfaction but it appears we have dropped the ball and for that we will be forever remorseful. We appreciate you allowing us to make the needed repairs to the sensors as well as provide you with a loaner vehicle while your van is back at our dealership. These items of course will be provided as a goodwill gesture as we also complete the pin striping. Our hope is that we will be able to earn your trust and faith back in our dealership and you will feel comfortable continuing your relationship with Woody. Best Regards, Craig Ferguson General Manager

June 24, 2013

Dealership Rating

"Car was taken to fix a moon roof/sunroof issue for a 7AM..."

- jj111

Car was taken to fix a moon roof/sunroof issue for a 7AM appointment made on Saturday morning. First off, no one helped me for about 5 minutes until I walked up to someone. Ellis assisted me, but said I needed to work with my 'advisor' who was not there at that time. Ellis took my information and the issue and stated I really should have scheduled for the weekday because they cannot get the parts in on a Saturday. Well, a driver took me home. By 4PM, not a single call was given to me to say what the status was, so I called and upon calling no one could find my advisor or tell me what was going on with my car. I was promised a call, but waited 30 minutes and none was received. I called back about 30 minutes later and someone was able to tell me that my car was not looked at. Monday they promised to look at the car, again I called at about 3PM and no one had any idea what was done or looked at and they could not tell me anything. I spoke with numerous individuals and Managers, come to find out my 'advisor' was off on Monday's and had passed this off for someone to get looked at, no one did. Tuesday came, finally spoke to my advisor and said they were looking at it. 5PM Tuesday (4 days of having my car), no idea and no phone call to update me. Spoke with Todd the Manager who was very nice and finally got my advisor and a mechanic to look at the car. At 10PM, I received a call saying they found a pebble in the sunroof track. I was quoted over the phone $180 for the labor (plus tax, fees etc.). My story does not end, I went to pick up my car Wednesday morning, and my advisor was not there in the morning. I waited at the "car pickup counter" and no one would help me for about 10 minutes. I went to an advisor and he ran around for 45 minutes and could not find my car keys or paperwork. Eventually he found it handed it off to someone to bring it around (that person could not find the car); I was so frustrated at this point. When I went to pay, the bill was $195 plus taxes and fees; the I did not want to pay but needed my car. I disputed and the lady said sorry if I wanted my car I needed to pay and I needed to speak with my advisor (who was not there) to dispute. My car came back to me dirtier that when I dropped off and at least for keeping it 5 days they could have washed and vacuumed. I have called several times for a couple weeks to the GM, the Service Advisor, and Service Manager and by bill was not adjusted and am still very very upset. This is not the first time I have had an experience of this caliber here and I even purchased my car from this dealership. I WILL NEVER GO BACK AND WILL NEVER PURCHASE A CAR FROM GERMAIN! Please tell your friends and family, this is never a quick oil change even though they say so and no appointments are taken for oil changes (not even during the week). I am even in the market for purchasing a new car, but apparently they have no time for follow-up and keeping the customer in the loop.

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Recommend Dealer
No
Jul 11, 2013

Germain Honda of Dublin responded

We sincerely apologize for your experience with our service department. We have been trying to contact you by phone to discuss your experience. We totally agree that the price you were charged was not acceptable and would like to refund the cost of this service. To do so, we need you to contact our Director of Fixed Operations, Jim Collins at (614)764-9449 ext 1702 so that he may issue a refund. Again, we apologize and appreciate the opportunity to correct this unfortunate error. Best Regards, Jessica Germain General Manager

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