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:02/10/2025

  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.

  Issue #1: Purchase of my Ford Mustang Mach-E.
  - The dealership offered a lease that I accepted, and I filled out all the paperwork.
  -I waited for an hour and was denied because I was trading in a vehicle. So, purchasing outright was the only option.
  - My trade-in was appraised, and I was still not ready to purchase based on the asking price.
  - The salesperson ****** ******* and his manager, *** *****, informed me of a $3,750 income tax credit. I accepted the purchase price because of the tax credit.
  -I contacted my accountant in January to see what I would need to claim the credit. He told me I would need the time of sales report from Baxter Ford of Papillion to claim the credit on form 8936.
  - I contacted *** ***** of Baxter Ford of Papillion, who looked into it and said you don't get the credit - sorry about our mistake.
  - I told *** ***** that credit is what sealed the deal, and he took away any further negotiations, so I asked him what he could do to fix his mistake. No more phone calls from ***.
  - I reached out via email - no response.
  - I have had other issues which Ford Motor support has details on all of the calls,

  

  Business Response

  Date: 02/24/2025

  We have inputted all information to the IRS and any further tax credits would be between the IRS and your accountant.  Unfortunately, the dealer does not have any authority to allow additional tax credits or discounts.

  

  Business Response

  Date: 03/10/2025

  I completely understand how this could be an issue and we at Baxter care tremendously about our guest.  Having said that, our pricing has absolutely nothing to do with a tax credit.  We are one of a few dealerships in the area that prices all vehicle's at market pricing with absolutely no other fees.  We do not negotiate due to our extremely aggressive pricing strategy.  I will continue to work with the IRS to achieve any credits that you may qualify for.  I apologize for any inconvenience.

   

   

  Customer Answer

  Date: 03/12/2025

  
  
  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:04/24/2024

  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.

  On 03/28/2022 my wife and I purchased a 2018 Jeep Wrangler from Baxter Automotive. After telling the sales rep we did not desire the additional service contracts and warranties they were still included in the loan documentation. A few days later we were reviewing the signed documents and found it was still included. I reached out to the dealership to request cancellation. I was sent a request for cancellation via Docusign and signed electronically on 04/05/2022. It has come to my attention from my lienholder that these charges were never reimbursed. I reached out to the warranty company and they advised the contracts were all still active as well. I sent the cancellation documentation from 2022 to the warranty company as well as the dealership and the cancellation was processed with date of 04/05/2024 instead. The refund should not have been prorated for their error!

  Customer Answer

  Date: 04/25/2024

  The Jeep came with factory warranty that was still valid at the time of purchase. Since then the factory warranty has expired. The dispute is over the extended warranty and additional coverage packages that were to be cancelled in 2022 and refunded per signed request and never completed by the dealer. 

  Customer Answer

  Date: 05/07/2024

  You can close the complaint filed against Baxter Ford Papillion.  We were finally able to get in touch with a representative in the corporate office that was willing to help with the situation and made everything right.