Complaints

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:04/21/2025

  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 had an appointment on April 1, 2025 and received my car back on April 21,2025, I have no proof from the dealership that repairs have been completed. Oil change had no indication it has been done, transmission repair seems better but no proof it has been done. The advisor said one of my heated seats worked and the other seat they have been waiting for the part, neither heated seats work. The warranty company has covered parts and labor but I question the work because there is no proof the work has been done.

  

  Business Response

  Date: 05/03/2025

  We have completed all Miss ********** request.  She is completely satisfied with our service team. 

  Customer Answer

  Date: 05/03/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 2******** and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ******* ********

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair 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.

  On April 7th of 2025 I took possession of my Brand-new mustang after it was In the possession and care of the Baxter Ford West Dodge service department. They had the car for weeks trying to fix the issues with it and ended up failing to fix the vehicles issues. when I took possession of the vehicle, I noticed severe water damage as well as leather damage and electrical damage to the vehicle. Baxter dodge service department had left the windows and doors open during a storm and the inside of the vehicle got soaked. not only was the car completely filthy but the exterior paint was destroyed because of the filth. alongside there being a disgusting odor which I managed to mostly get out because of mold or some other contamination from Baxter fords complete neglect of my property, there was the physical damage to my vehicle, water damage to the speakers and window mechanism where it now malfunctions as well, they had destroyed the leather on my vehicle. I tried to file a claim with their insurance company and the dealership refused to give me the information or reach out about the matter. they have continued to disrespect and destroy my property. I have tried to file with the police and other institutions of justice but am at a loss. I desperately need help, and I also have documented evidence in the form of pictures to prove my claims as well the dealerships service manager Don Murray has photo proof of my claims as well. The vehicle has severe damage, and I am extremely frustrated. I am seeking financial compensation due to disrespect as well as destruction of property settlement. I will never let my vehicle fall in the hands of these people. The cars value is completely diminished because of the complete destruction of my property. I have tons of pictures of the vehicle but could only upload a couple. if requested I can send more to whom it may concern.

  

  Business Response

  Date: 04/21/2025

  ****** we had a customer in on March/11/2025 I think for the 4th time for a display screen problem and subwoofer intermittently not working. H
  has been requesting a buy-back from Ford 3 different times and I have felt at
  any time this customer has been very disrespectful & rude to any service
  employee he has encounter including our ** ******. He has also been asked to
  not come back to othe* **** ******* ****** and I reached out to **, and he gave
  us your contact information as the guest called in and stated that we damaged
  his car by leaving his windows open when we had the snowstorm with all the dirt
  mixed up in it. The windows were not left down we did open the door to get in
  and out I think when we pulled the car inside and the snow on the car melted we
  may have had some drip down the door and because the snow was so dirty that is
  why you could see von door and kick panel the cracking leather on the seatbelt
  loop is not any water damage and caused from the seatbelt moving through it. I
  did speak with this customer and told him if there was any damage caused by us,
  I would certainly take care of it the seat-belt loop is a warranty issue, and I
  told him I already have it ordered. We know it was dirty as all the cars/trucks
  we had in were and we asked him if we could wash it up for him and he said know
  to 2 different employees. The customer’s name is J***** ******** **** **** * ******** **** *** *** ******* ** ***** ******************** *******************. He has sent in something to the BBB see below.  I
  have also attached photos of his car that he sent us..
  
  
  On April 7th
  of 2025 I took possession of my Brand-new mustang after it was In the
  possession and care of the Baxter Ford West Dodge service department. They had
  the car for weeks trying to fix the issues with it and ended up failing to fix
  the vehicles issues. when I took possession of the vehicle, I noticed severe
  water damage as well as leather damage and electrical damage to the vehicle.
  Baxter dodge service department had left the windows and doors open during a
  storm and the inside of the vehicle got soaked. not only was the car completely
  filthy but the exterior paint was destroyed because of the filth. alongside
  there being a disgusting odor which I managed to mostly get out because of mold
  or some other contamination from Baxter fords complete neglect of my property,
  there was the physical damage to my vehicle, water damage to the speakers and
  window mechanism where it now malfunctions as well, they had destroyed the
  leather on my vehicle. I tried to file a claim with their insurance company and
  the dealership refused to give me the information or reach out about the
  matter. they have continued to disrespect and destroy my property. I have tried
  to file with the police and other institutions of justice but am at a loss. I
  desperately need help, and I also have documented evidence in the form of
  pictures to prove my claims as well the dealerships service manager Don Murray
  has photo proof of my claims as well. The vehicle has severe damage, and I am
  extremely frustrated. I am seeking financial compensation due to disrespect as
  well as destruction of property settlement. I will never let my vehicle fall in
  the hands of these people. The cars value is completely diminished because of
  the complete destruction of my property. I have tons of pictures of the vehicle
  but could only upload a couple. if requested I can send more to whom it may
  concern.
  The consumer provided the following when submitting the Complaint to BBB
  

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair 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.

  On January 14, 2025, I signed a Nebraska Purchase Agreement with Baxter Ford (Omaha, NE) to trade in my 2023 Ford Raptor for $69,500 and purchase a 2023 Ram 2500 for $65,500. I confirmed availability via email, text, and calls, and submitted insurance and registration details. I also offered to leave a deposit the night before but was told it wasn’t necessary and that no other buyers were interested.
  
  Three days later, I was informed that the truck had already been sold on the morning of January 14—before I signed the agreement. This timing doesn’t add up. The Colorado Springs dealership (which had the vehicle) doesn’t open until 8:30 AM Mountain Time (9:30 AM Central). It’s implausible that another customer test-drove, decided to buy, and completed the purchase all before I signed at Noon Central Time. Further, at 10:02 AM on January 14, Baxter Ford Omaha confirmed with Colorado Springs that the truck was still available.
  
  Despite my good-faith efforts, Baxter Ford failed to honor the signed agreement or offer a meaningful resolution. I retained my trade-in vehicle (they requested keys and title, which I declined) and instead submitted a written resolution request on January 20. I also engaged legal counsel, who sent a demand letter.
  
  I am requesting a comparable or superior certified pre-owned 2023 Ram 2500 with an MSRP of $101,755, and $4,000 in value to reflect the trade-in/purchase difference.
  
  Baxter Ford’s actions appear to constitute a breach of contract and may reflect bad faith. I respectfully request BBB’s assistance in resolving this matter.
  
  I have a signed purchase agreement, detailed timeline of communications, email and text exchanges with Baxter Ford representatives, an informal written request to resolve the issue amicably, and a formal demand letter sent from my attorney. I can provide any and all information to you but it exceeds the 5mb limit on the BBB website.

  

  Business Response

  Date: 04/01/2025

  *** **** reached out to Toyota Colorado Springs to purchase this vehicle and had a deal worked out with them.  Then *** **** came to Baxter Ford and stated that he wanted to purchase the vehicle here. HE stated he wanted a purchase agreement on the vehicle.  We typed up a purchase agreement with the intent that we would be to get the vehicle from Toyota Colorado Springs.  Then we would set up drivers to get the vehicle for *** ****, at that time we received a phone call from a representative of the Toyota Colorado Springs dealership stating to us the vehicle was sold.  My directors **** and **** assumed that *** **** decided to go back to them directly and purchase from them.  Which later we were informed he did not.  Unfortunately, we are stuck in the middle and being blamed for this conduct and we were just trying to assist *** **** with our Toyota Colorado Springs dealership.  I would suggest *** **** contact them for a resolution.  We did nothing wrong in this situation and we are sincerely sorry for the inconvenience and frustrations.  

   

   

  Thank you, 

  ****** *********

  General Manager

  

  Business Response

  Date: 04/01/2025

  *** ****, I completely understand your frustrations.  We did what you asked and unfortunately the vehicle was sold out of our control.  If you are wanting to dispute this I would suggest contacting the GM at Colorado Springs Toyota.  

  Customer Answer

  Date: 04/01/2025

  Dear BBB Dispute Resolution Team,

  Thank you for your follow-up. To clarify, the location I worked with for the signed Nebraska Purchase Agreement was Baxter Ford West Dodge (***** ********** ******, Elkhorn, NE 68022).

  While I first inquired about the vehicle through ************** and briefly communicated with a salesperson at Toyota Colorado Springs (another Baxter Auto dealership), as the vehicle was located at that location. That individual referred me to Baxter Ford West Dodge due to my location in Omaha. Starting January 14, 2025, all sales related communications, negotiations, documentation, and the signed purchase agreement occurred exclusively through Baxter Ford West Dodge. The Baxter Ford West Dodge team had arranged for transportation of this vehicle from the Colorado Springs location (to Omaha) and said this was not a big deal.
  

  Please let me know if further documentation is needed to confirm this.

  Sincerely,
  ***** ****

• Initial Complaint

  Date:01/03/2025

  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.

  We have a car that had rodent damage. We took the car into the shop and asked them to fix it. It turned out that the rodent had chewed through an air bag harness, so it needs to be replaced. We went forward with this dealership and asked them to fix it ($10,000 worth of damage - covered by insurance- we paid $500). The dealership currently does not have this part and is waiting for it to be made again. We took the car to the dealership in September and it is now January and the problem is still not fixed. We've had to contact them several times asking for updates and they never have any new information for us. We asked them for a courtesy car in the meantime and they said they cannot do this, so we've been borrowing a family members car. The family member now needs their car back, so we will be without a second car. My wife and I have two kids and we both work so we need a second car. We can get a car rental for a month through insurance, but the dealership said we'd have to rent a car after that ($30/day) as they cannot provide a courtesy car. This will have been after 5 months of them not fixing our car. Another option that they gave us is offering $5,000 to buy our car. The car is a 2020 Ford Escape with less than 40,000 miles on it, so this offer would put us out a lot of money. We would like the car to be fixed or a courtesy car that we can borrow while it is being fixed.

  

  Business Response

  Date: 01/06/2025

  I am very sorry to hear about the rodent damage on your vehicle. I completely understand the frustration in regards to the parts being on National Backorder.  We are directly in contact with the on a daily basis to find a part to fix your vehicle.  In regards, to a vehicle while we are on hold until parts are available.  I am having ***** reach out to you and help with that this morning. Again, my deepest sympathies to you and the situation we will help out as much as we are able too.  

   

   

  Best regards

  ****** *********

  General Manager

  Customer Answer

  Date: 01/09/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair 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.

  This is in Follow-up to a previous review in June 2024. Major points- The Elkhorn location**** as the Service Manager, serviced my Ford Explorer for an A/C recharge, yet did not check out the entire system. I know this as fact- when I drove home, and the next day it was overheating. I rescheduled to bring it back in 6 days after the initial visit. I was informed at the end of the day- that the Fan and Motor was bad. QUESTION- WHAT EXPERIENCED MECHANIC WOULDN'T CHECK THE FAN AS A POSSIBLE PROBLEM? I paid another $760 for a total of $984.00. NOTE- During this time of them fixing the fan- my vehicle was driven 50 miles, parked on a street that got it marked for toe, and the fog lamp was not put back in place, and was left hanging by it's wiring. I then contacted Bill- service manager at Papillion location. On July 30, they determine that the bracket was broken in a collision- yet no previous service(14 different service providers) state this to be accurate. Do I believe 14 separate businesses that have the same diagnosis, or the one location that has brought up an excuse to not fix something rather than find a solution to the problem. Baxter Ford(both locations) have proven to be poorly trained, inadequate communication, and low in the respect to their customers."

  

  Business Response

  Date: 08/01/2024

  ****
  Thank you for the info on this
  one. We have it on file.
  
  ** *******
  Manager, Employment Practices
  ***** **** ****** * ****** ** *****
  
  ***** ******** ******
  
  
  From: *** ****** ************************ 
  Sent: Monday, July 29, 2024 12:02 PM
  To: ** ******* <************************>
  Cc: ****** ********* ***************************>
  Subject: FW: ***** ******* 
  
  TD, This is the problem customer
  we talked about. I did reach to him today and he would not talk with me after I
  said how can I help. He states “we will just have to deal with BBB and the
  media”. In addition, ***** had came into the dealership on a Saturday before
  his initial appointment to schedule his appointment. When he came in he was
  bragging to all of the staff about how “he is known for getting service
  managers fired, and that’s why he isn’t allowed at the other Ford dealerships”.
  Upon this same visit he was attempting to poach employees to come work for him,
  saying this was not a good place for them to work. ***** has threatened us
  before in regards to posting negative things about our auto group on social
  media to manipulate us to give him what he wants. We have notified our staff
  that if he is to call in, he will be sent directly to my line. Please note that
  *****’s son **** ******* is a former employee who was terminated several years
  ago.
  
  *** ******
  Service Manager
  ***** ********** ** * ****** ** *****
  
  ************ ******

  He came in with a list of things
  he believed Dodge had ***e wrong. Everything sounded pretty off base. To me it
  sounded like *** took care of him. I told him to come in and I would look at
  what I could do. After raising vehicle fount that the vehicle had been a
  rebuilder or something because all brackets for fog light were damaged and
  hanging in. I removed the pieces and fog lamp so it would not be hanging down.
  I explained to him that the vehicle had been wrecked and that there is no way
  that the repairs ***e at North store would have had anything to do with that. I
  attached photos from our hunter viewer and also car fax of wrecks including a
  total loss claim with front damage and air bag deployment. He called back 15
  minutes after leaving stating that we messed up his electrical system when we
  raised it up in the air……… He had his headlights switched on and after I told
  him how to turn them off and I could hear the dinging stop he said whatever and
  hung up. Let me know if you need anything else.
  
  **** *******
  Service Manager
  ***** ***** ** * ****** ** *****
  ******* ** ********* ****** ** **** *** *** ***
  
  ************ ******
  
  
  From: *** ****** <**********************>
  Sent: Tuesday, July 30, 2024 11:41 AM
  To: **** ******* <***********************>
  Cc: ** ******* <************************>;
  ****** ********* ***************************>
  Subject: ***** ******* UPDATE
  
  **** ******* at Ford Papillion had
  ***** ******* come into his service drive today. He stated we got his 2012
  explorer into a accident or damaged his vehicle when we had it in on June 11th 2024 RO#******.  He said we damaged right front fog light and right front
  fender. He again said to Ford Papillion he will be suing us for damaging his
  Explorer.  Bill feel free to add anything that was left out. I have
  attached photos of when *****s explorer cane in our front door with damage to
  the right front fender and fog light and bumper..
  
  *** ******
  Service Manager
  ***** ********** ** * ****** ** *****
  
  ************ ******
  He came in with a list of things
  he believed Dodge had ***e wrong. Everything sounded pretty off base. To me it
  sounded like *** took care of him. I told him to come in and I would look at
  what I could do. After raising vehicle fount that the vehicle had been a
  rebuilder or something because all brackets for fog light were damaged and
  hanging in. I removed the pieces and fog lamp so it would not be hanging down.
  I explained to him that the vehicle had been wrecked and that there is no way
  that the repairs ***e at North store would have had anything to do with that. I
  attached photos from our hunter viewer and also car fax of wrecks including a
  total loss claim with front damage and air bag deployment. He called back 15
  minutes after leaving stating that we messed up his electrical system when we
  raised it up in the air……… He had his headlights switched on and after I told
  him how to turn them off and I could hear the dinging stop he said whatever and
  hung up. Let me know if you need anything else.
  
  **** *******
  Service Manager
  ***** ***** ** * ****** ** *****
  Located on northeast corner of I-80 and Hwy
  370
  
  ************ OFFICE
  
  
  From: *** ****** <D*********************>
  Sent: Tuesday, July 30, 2024 11:41 AM
  To: **** ******* <***********************>
  Cc: ** ******* <************************>;
  ****** ********* <**************************>
  Subject: ***** ******* UPDATE
  
  **** ******* at Ford Papillion had
  ***** ******* come into his service drive today. He stated we got his 2012
  explorer into a accident or damaged his vehicle when we had it in on June 11th 2024 RO#******.  He said we damaged right front fog light and right front
  fender. He again said to Ford Papillion he will be suing us for damaging his
  Explorer.  Bill feel free to add anything that was left out. I have
  attached photos of when *****s explorer cane in our front door with damage to
  the right front fender and fog light and bumper..
  
  *** ******
  Service Manager
  ***** ********** ** * ****** ** *****
  
  ************ OFFICE
  
  
  

   

  I have attached photos of vehicle as well.  This guest has been rude and always stating we do something wrong and threatens to send in these complaints along with others until we either pay for it all or give him something free. His vehicle is also a salvage title vehicle with multiple damage reports on the Carfax.  He will come in and demand us to check things and we fix them and after that he will state I told you to do something else and he never stated anything to my advisors.  We will no longer accept this guest as a paying/free customer.  He is not our type of guest we want to help or serve moving forward.  

   

  Thank you,

  ****** *********

  General Manager

  
  

• Initial Complaint

  Date:04/19/2023

  Type:Billing 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.

  I purchased GAP Ins. when I purchased my Dodge **** 2015, from Baxter in 2018. My loan was for ** months. I paid that loan off early this year in March. When I called the number on our GAP ins. contract, they told me that we do not and have never held a GAP policy through them. We were then told to contact the Dealer. So we called the dealership. The dealership has been sold and is now a different owner. They gave us a number to call for Baxter business. My husband got ahold of this office for Baxter of *****. They told him that they have no record of us buying GAP ins. when we bought our Car. then made up a story about how we came back to the dealer days after buying the **** and our contracted changed at that time. We never came to the dealership other than the day we bought the car. I have a copy of the contract with our policy number and cost . We have asked for a refund and have been told NO. The whole time we thought we were covered and if something had happened we were not covered.

  

  Business Response

  Date: 04/21/2023

  I reached out to Kristi by email and phone. James ******* Kristi's husband called me back. Mr. ******* and I discussed the issues they were having with ******* ********* ***** ***** *** *** ** *****. They had called in wanting to cancel their Gap policy on their 2015 Dodge **** vin # ending in ********. They talked with a gentleman at ******* in regard to this to only be told that they "re-signed a new contract and that they never had a Gap policy on their Dodge ****". Mr. ******* told me that they live 2 hours away and that they never signed a new contract and that they requested at the time that they wanted a Gap policy. Mr. ****** did provide me with a Gap policy that they paid $******, I have agreed to send Mr. & Mrs. ******* a check at a prorated amount of $****** for the Gap policy cancelation. Now, Baxter Ford West Dodge is not the party at fault, but I clearly understand the frustration that this has caused Mr. & Mrs. *******, and we understand what customer service is and that is why we are sending a check in the amount of $******. Mr. ******* did ask if the Gap policy was ever active, I will call Mr. ******* back with that answer once our investigation is done.