Germain Customer Support

A Letter From Rick Germain

Dear Germain Customers and Friends,

On behalf of our 750 associates who get up every day and go to work committed to delivering an unparalleled customer experience, we thank you for trusting us with your business...

Like most of you, we have spent the last several days and weeks learning about the Coronavirus (COVID-19), how it impacts Central Ohio and how we can do our part to prevent the continued spread of the virus. The safety of our guests and team members is a pillar of our business, and we will not waver from that foundation. We are utilizing the Centers for Disease Control’s guidelines on how to effectively sanitize our dealerships and facilities. We have also implemented strict protocols regarding illness in the workplace to protect our associates and customers.

We take our responsibility of providing safe and reliable transportation to members of our community seriously and are we committed to serving our clients in any way they may need us. The service, parts and sales departments are here to assist you as always.

While our team members in the store are here to serve you, we are also sensitive to the fact that some customers would prefer to handle many of their necessary transactions over the phone or online; our team has you covered there as well. We have enhanced our text, live chat, facetime and digital retail capabilities to accommodate sales and service customers remotely. Utilizing these tools, you can schedule a service appointment, purchase a part, schedule a sales appointment or even buy a car for home delivery without ever stepping foot in the dealership. We hope that these steps will allow for simple and clear communication so our customers can easily collect the information they are looking for; how and when they need it.

Our manufacturer partners have put together some really helpful programs to help those of you affected by COVID-19. Lots of options are avialable to defer payments, extend loans, or lower monthly payments. We’ve detailed these programs below. We invite you to contact us and we will be more than happy to help you work through options available to you to help you meet your own unique objectives and do what is best for your family.

We remain diligent in our pursuit for health and safety in our community, and we thank you for your continued trust and patronage.

Sincerely,

Rick Germain



Germain Ford Customer Support Options:

Current Customers

For questions regarding your current loan, contact:

Ford Motor Credit
Customer Service 1-800-727-7000
https://www.ford.com/finance/contact-ford-credit

Customers looking to lower their monthly payment or interest rate:

Ford is offering an outstanding payment where they will pay for three of your monthly payments, plus you can defer 3 months of payments so you will have no payments for 6 months on a new 2019 or 2020 purchase (caps apply). See sales manager for specifics and details.

Or make no payments for 90 days plus get 0% for 84 months on 2019 vehicles (excludes Super Duty).

We would love to help you in any way we can, and we realize doing so remotely might be of interest to you.

Sales managers are available for:


Germain Hyundai Customer Support Options:

Current Customers

For questions regarding your current loan, contact:

Hyundai Motor Finance
1800-523-4030
Contact Us

Customers looking to lower their monthly payment or interest rate:

Hyundai Assurance Job Loss Protection Program:In 2009 Hyundai launched Hyundai Assurance to help protect owners who lost their jobs. In response to recent events, they've brought it back. Hyundai will make up to six months of payments for new owners who lose their jobs due to COVID-19, and have purchased or leased their vehicle through Hyundai Capital between March 14 and April 30, 2020.

Because we believe in making things better for our customers, we’re deferring payments for the first 90 days on select new Hyundai vehicles purchased March 14-April 30, 2020.

90-Day Deferred Payment on HMF Low APR Programs:

  • 20MY Accent: 0% for 48PLUSNo Payments for 90 Days
  • 19MY Elantra: 0% for 72 PLUS $500 PLUS No Payments for 90 Days
  • 20MY Elantra: 0% for 72 PLUS No Payments for 90 Days
  • 19MY Elantra GT: 0% for 60 PLUS No Payments for 90 Days
  • 20MY Elantra GT: 0% for 60 PLUS No Payments for 90 Days
  • 19MY Sonata: 0% for 60 PLUS No Payments for 90 Days
  • 19MY Sonata HEV: 0% for 60 PLUS No Payments for 90 Days
  • 19MY Sonata PHEV: 0% for 60 PLUS No Payments for 90 Days
  • 20MY Venue: 0% for 36 PLUS No Payments for 90 Days
  • 20MY Kona: 0% for 60 PLUS $500 PLUS No Payments for 90 Days
  • 19MY Tucson: 0% for 72 PLUS $1,000 PLUS No Payments for 90 Days
  • 20MY Tucson: 0% for 60 PLUS $500 PLUS No Payments for 90 Days
  • 20MY Santa Fe: 0% for 60 PLUS $500 PLUS No Payments for 90 Days

We would love to help you in any way we can, and we realize doing so remotely might be of interest to you. 

Sales managers are available for:


Germain KIA Customer Support Options:

Current Customers

For questions regarding your current loan, contact:

Kia Motor Finance
https://www.kmfusa.com
Kia Motor Finance Customer Service: 1866-331-5632

Customers looking to lower their monthly payment or interest rate:

KMF is offering up to 120-days deferred payment option for qualified customers in eligible models. Eligible for Tiers 1 and 2 for up to 72 months. Valid March 18-31, 2020. 

We would love to help you in any way we can, and we realize doing so remotely might be of interest to you.  

Sales managers are available for:

  • Live Chat via our website  
  • Text via our website  
  • Phone (844-327-8051)
  • Email dromeo@germain.com

Germain Mazda Customer Support Options:

Current Customers

For questions regarding your current loan contact:

Mazda Capital Services
Auto Loan Customer Service 1-866-984-7718
Auto Lease Customer Service 1-866-984-7716
https://autofinance.chase.com/mazda-capital-services/contact-us


Germain Nissan Customer Support Options:

For existing customers looking for support on their existing loans, customer service teams will support individual arrangements for payment rescheduling.

Customer Service Contact Us
Customer Service: 1-800-456-6622
Lease Customer Network: 1-800-778-4211 

Customers looking to lower their monthly payment or interest rate: 

For customers looking to purchase a new car, Nissan is offering 90-day deferred payments for 60 and 72 months for new special APR retail customers. 
We would love to help you in any way we can, and we realize doing so remotely might be of interest to you.

Sales managers are available for:

  • Live Chat via our website  
  • Text via our website  
  • Phone (614-454-4988)
  • Email gmiller@germain.com

Germain Subaru Customer Support Options:

Current Customers

For questions regarding your current loan contact:

Subaru Motor Finance
Contact Us
Customer Service: 1-800-662-3325

Customers looking to lower their monthly payment or interest rate

With the Subaru Deferment Program, a customer can defer their first payment for up to 90 days from the contract date on retail contracts submitted to Subaru Motors Finance.

We would love to help you in any way we can, and we realize doing so remotely might be of interest to you.

Sales managers are available for:


Germain Volkswagen Customer Support Options:

Current Customers:

For questions regarding your current loan contact:

Customer Service 800-428-4034
https://www.vw.com/financial-services/contact-us/

Customers looking to lower their monthly payment or interest rate:

For customers looking to purchase a new car, Volkswagen is offering 180-days to first payment and 0% for up to 72 months.

We would love to help you in any way we can, and we realize doing so remotely might be of interest to you. 

Sales managers are available for:

  • Live Chat via our website  
  • Text via our website  
  • Phone (800-901-1578)
  • Email barnoff@germain.com

Germain Lexus of Dublin Customer Support Options:

Current Customers

LFS customers impacted by COVID-19 contact your customer service center for assistance. They are offering extensions and payment deferrals for customers in good standing.

In addition they will waive late charges associated with any payments that were either extended or paid late as a result of COVID-19.
 
For questions regarding your current loan contact: 
Customer Service Center - (800) 874-7050 
Customer Service Contact Us 

Customers looking to lower their monthly payment or interest rate

For all New and Certified Lexus Vehicles, Lexus is offering a 90 day payment deferral. (Applies to Tier 1+ through Tier 3 customers, max term 72 months.). Offer available through April 30th, 2020.

We would love to help you in any way we can, and we realize doing so remotely might be of interest to you. 

Sales managers are available for:


Germain Lexus of Easton Customer Support Options:

Current Customers

LFS customers impacted by COVID-19 contact your customer service center for assistance. They are offering extensions and payment deferrals for customers in good standing.

In addition they will waive late charges associated with any payments that were either extended or paid late as a result of COVID-19.

For questions regarding your current loan contact: 
Customer Service Center - (800) 874-7050 
Customer Service Contact Us 

Customers looking to lower their monthly payment or interest rate: 

For all New and Certified Lexus Vehicles, Lexus is offering a 90 day payment deferral. (Applies to Tier 1+ through Tier 3 customers, max term 72 months.). Offer available through April 30th, 2020.

We would love to help you in any way we can, and we realize doing so remotely might be of interest to you. 

Sales managers are available for:


Germain Toyota of Naples Customer Support Options:

Current Customers:

For questions regarding your current loan contact:

Southeast Toyota Finance
Contact Us
1-888-688-1166

Customers looking to lower their monthly payment or interest rate:

We would love to help you in any way we can, and we realize doing so remotely might be of interest to you.

Sales managers are available for:


Toyota West Customer Support Options:

Toyota Motor North America (TMNA) and Toyota Financial Services (TFS) are pleased to announce the 90-Day Deferred Payment Customer Support Program for new and certified used Toyota Models. Customers must defer the first retail payment for up to 90 days from contract date. Effective on Tiers 1-3 with a maximum term of 72 months. Effective March 18 - May 4, 2020.

We would love to help you in any way we can, and we realize doing so remotely might be of interest to you,

Sales managers are available for:


Additional Lender Support Programs:

Information for customers with loans from Huntington Bank:

  • Customer Payment Deferral Program -If you are facing a financial hardship related to sickness in your family or workplace closures due to COVID-19 and you contact Huntington, we will offer a payment deferral for up to 90-days with no credit bureau impact.
  • Late Fees on Consumer Loan Suspension Program– Beginning in March 2020, Huntington will suspend charging late fees on consumer loan payments. This suspension is effective through the end of March 2020 and we will continue to evaluate with considerations to extend this program.
Learn More

Information for customers with loans from Fifth Third Bank

  • Vehicle Payment Deferral Program: Offering a payment deferral for up to 90 days and no late fees during the deferral period.
Learn More

Information for customers with loans from Wells Fargo

Learn More

Information for customers with loans from Ally Auto

  • Call: 1-888-925-2559
  • You can defer your payment for up to 120 days - finance charges will still accrue, but you won’t be charged any late fees
  • Save yourself time, and log in to your account to defer your payment online
  • You can also call us if you need payment assistance, but keep in mind we’re experiencing longer call wait times
Learn More

Information for customers with loans from Bank of America

  • Auto loans: Clients can request to defer payments, with payments added to the end of the loan.
Learn More

Information for customers with loans from Chase

Consumer Relief

Here’s how we’re helping our customers:

  • Customer service call center teams continue to provide full service for our customers.
  • We are offering a 90-day payment extension period for loans and leases no matter the stage of delinquency and waiving existing late and non-sufficient funds fees.
  • We are continuing to operate our underwriting and funding groups to facilitate car sales.

If you have more questions about our consumer relief options, please contact your dealer relationship manager (DRM).

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