Complaints

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  04/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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. 

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