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:12/02/2024

  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.

  I purchased a new 2024 grand highlander platinum in April of 2024. I and my wife flew to NE for this vehicle. They handed me one car key inserted into key fob. Me and my wife thought it strange we only received 1 car key. The Baxter Toyota employee who gave us the key said the factory was behind on keys and we would have to get it later, and we said we are from Missouri and he replied any Toyota dealership should fulfill in future. We have been trying to get key and finally got a key fob handed to us today from a dealership in Missouri while we were having safety recall work done having to do with faulty airbag deployment. The metal key which fits in key fob was not attached and they said I should have received it when I purchased vehicle. I did not receive another metal key when I purchased and picked up the vehicle. I called Baxter Toyota in Lincoln, NE where I purchased the vehicle, service said they could not help me, salesmen, said talk to salesmen who sold car, and I asked to speak to manager and was sent to answering machine. $60,000 vehicle and I am having a hard time getting the second metal key which would fit in the second plastic key fob I finally received today. The little metal key is apparently just under $200. Please help me a 100% disabled retired veteran obtain the key we never received.

  

  Business Response

  Date: 01/08/2025

  Good afternoon, 

  Attached is a copy of the workorder for the key shank we have ordered for ****** *****. It will take 3-4 business days to be shipped to us. Once we receive it, we will mail it to *** ***** at his listed address. Please let me know if there are any further questions. I have let him a voice mail on his phone number listed as well. 

  Thank you!

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

  General Manager

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

• Initial Complaint

  Date:05/31/2023

  Type:Product 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.

  We purchased a new car at the end of the year and I was told that the second key fob was to be sent to me after the 1st of the year. I asked after the 1st where my fob was and they said it may be up to 3 months to receive it. It is now 6 months later and when I called to the dealership told me it wasn't there issue and to take it up with Toyota and then proceeded to hang up on me. The car was sold with the idea that 2 key fobs were part of the deal and the dealership is failing to deliver the second FOB and now trying to make me chase after someone else.

  

  Business Response

  Date: 05/31/2023

  Chad,

  First and foremost, please accept my sincere apologies for the inconvenience and frustration you have experienced in this matter. It is absolutely unacceptable that you were directed to contact Toyota and subsequently hung up on when seeking resolution from our dealership. Such behavior does not align with our commitment to customer service, and I assure you that appropriate action will be taken to address this conduct.
  Now, regarding the missing key fob, I want to reassure you that we take this matter seriously and are committed to resolving it promptly. While we do rely on manufacturers for the supply of certain items, it is ultimately our responsibility to ensure that our customers receive everything promised during the sales process. I apologize for any miscommunication or delays that have occurred in this case.

   

  Customer Answer

  Date: 05/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: I need to have my second fob that was purchased 6 months ago. This is causing undo stress on the organization as we are unable to use the vehicle for its intended purpose and is causing us to incur additional expenses which I was assured at the time of purchase was to be resolved immediately and no later than 3 months after purchase. This has failed to happen, and the dealership has failed to deliver a fully functioning product per the terms of the purchase agreement. 

  If this fob gets lost, which it has almost happened several times do to the intended use of this vehicle, it will render this vehicle unusable and an additional cost of another new fob which Toyota is unable to deliver. Not being able to use a purchased product of this cost due to failure of delivery of purchased items is unacceptable and is putting undo risk and liability on the customer. This dealership has not only failed to deliver a full working product that was paid for and was given zero discounts, zero lead way, it has also failed to reach out or inquire from the factory to obtain this particular purchased item. To add insult the dealership tried to put the burden of acquiring the purchased equipment from their manufacture back on us while delivering it in a way that was unprofessional to say the least. I was also promised that I would receive a phone from the GM of the dealership first thing this morning due to the bad behavior of his manager, which not only didn't happen this morning, but I am still waiting for any response from the dealership beyond this. 

  
  Sincerely,
  
  Chad *****

  

  Business Response

  Date: 06/01/2023

  I apologize for any inconvenience you have experienced, and I appreciate your patience in this matter. I have contacted our Toyota representative to discuss the possibility of obtaining a spare key for you.
  I would like to clarify a few points regarding the situation. It is true that since last year, Toyota has been providing only one key with each purchase. This is not a decision made by Baxter specifically, but rather a standard practice across all Toyota dealerships. Therefore, our ability to provide a spare key is limited to what we are supplied with.
  I understand that you are frustrated by the lack of an estimated time of arrival (ETA) for the spare key. I apologize for the oversight in not providing you with that information earlier. As of today, I still do not have an ETA from Toyota regarding when they will be supplying spare keys to all customers. I assure you that this is not a matter of Baxter deliberately withholding a key from you.
  Regarding your second concern regarding  (GM), I believe it is important to have all interactions properly documented. I listened to the phone call you mentioned and understand why the New Car Manager  hung up. No one should be subjected to verbal abuse, and I hope you understand the need for professional and respectful communication.
  I want to assure you that I have personally reached out to the relevant parties and will do everything in my power to secure a second key for you.

  Customer Answer

  Date: 06/01/2023

  How can this be closed do to their response. "This is not a decision made by Baxter specifically, but rather a standard practice across all Toyota dealerships. Therefore, our ability to provide a spare key is limited to what we are supplied with." They are admitting that they are holding back the spare fob as a dealership. We have a contract in the form of a purchase agreement that they have taken full payment on and have not fulfilled their end of the agreement. This is not an agreement with Toyota and us but with Baxter and us. They have admitted to not fully delivering the product and that they along with other dealerships have made the choice to withhold these items. 

  

  Business Response

  Date: 06/03/2023

  I was able to get Toyota to order and send a spare key to this unit.  One of my guys here will reach out once it arrives.  The key will need to be programmed once we get it.  Thank you

• Initial Complaint

  Date:03/27/2023

  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 am writing this complaint regarding the recent incident on March 25, 2023 where my tire blew out on a clear road less than two months after getting new tires installed at your service center on February 3. Upon inspection, it was found that my tires were worn out, and I had to replace it. I must point out that during this service appointment, staff had broken my tire pressure control sensor. This makes me wonder if there were other issues missed during that service that might have caused this incident. On top of these issues, I was originally told the total for everything would be $*** less than what I ended up being charged. I was charged $******* for an oil change, 4 new tires, and tire alignment. I believe that the service I received was not up to your usual standards. I would like to request a refund for this service, as well as an explanation of what led to the tire blowout.

  

  Business Response

  Date: 03/27/2023

  Nine, 

  Tires come with a 2 year free road hazard program. If the tire failed due to road hazard issue ( pot hole, nail, curb damage) the tire replacement would be covered at no charge to the guest. Vehicle needs to be brought to ta Toyota dealership for road hazard warranty  coverage. 

  Yes, we did break a tire pressure sensor in the process of replacing the tire. This can occasionally happen when dis-mounting tires. we alerted the guest to the issue as we try to be completely transparent when a mistake is made. Baxter took full responsibility and replaced the sensor at no charge to the guest.

   

  The estimate that was sent to you is as followed $***** oil change / Timing cover gasket leaking $**** / mount and balance tires $*** / alignment with new tires $****** / Tire Pressure sensor $****** / Total $********.

  Nina declines Timing cover gasket. so new total would be $******** minus the $****** that we broke. which gets us down to the amount you paid. $*******.

• Initial Complaint

  Date:06/29/2022

  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.

  Date of transaction was 5/19/2022. RO# ****** - Money I paid was $********. The service Baxter was to provide was: 4 new tires, installation & oil change. We left for vacation the following day after we had the tires installed. I called 'Matt' (service manager) as soon as I got back & he told me they didn't cause my car to surge - that I supposedly caused it by using the brakes too hard! He also said I should have brought the car in as soon as I noticed it. I called Baxter as soon as we got back from vacation. I had asked them to true up the rotors so the car didn't surge when stopping. I talked with 'Matt" & he tried to put the blame on me because I didn't call while I was on vacation. I'm experienced with brake jobs and how rotors get warped. They get warped because the installer uses an air-impact wrench instead of a torque wrench. Pretty sure that process was not done correctly. Matt was ********** & **** with me. I called a 2nd time & talked with ********** another manager. He said he'd look into it and call me back. I'm still waiting for the call back!

  

  Business Response

  Date: 07/27/2022

  Business Response /* (1000, 11, 2022/07/25) */ Ronald, I sure do apologize for the experience you had in service. please let me know when a good time for you to drop your car off for us to turn the rotors for you. Consumer Response /* (2000, 13, 2022/07/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) yes we do accept this resolution , that's all we were asking for in the first place.