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:04/17/2024

  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 2021 F-150 pickup from Woodhouse Ford in Omaha. In June of 2023 I had their service department pick up my truck and take it in for several recalls. I also asked them to fix an intermittent problem with the auto start/stop feature. They called to say the recalls were taken care of but they couldn't duplicate the start/stop problem. I reluctantly said I needed it fixed before my warranty runs out in May 2024. The feature worked for a couple of times and then failed. I started logging the working and non-working instances to see if that would help them further in the quest to make it work. I called on April 10,2024 to schedule an appointment to have it looked at again. When I called I received the "unable to take your call, please leave a message and your call will be returned". I decided to try to book the appointment in the Woodhouse Ford on 72nd Street in Omaha online feature. A chat option came on and ***** took my information and said she would schedule it. She further stated someone would call me to confirm. The next day (the 11th) I hadn't received any confirmation so I contacted online with *****. She, by her questions, didn't remember the chat from the day before. She asked for my information (same questions as the day before) and verified all was done. My appointment for 4-17-2024 was okayed. On 4-17-2024 I had not received any texts or emails confirming the pick up as in other times. I contacted the service department and spoke with ******. He said there was no record of a pick up or an appointment. He said he would have Jared call me when he returned from lunch. Jared called me and was reluctant again to listen to my comments about making the log and etc. He blamed the whole matter on my not driving the truck enough. I said I drove it 26 miles to church every week plus trips to doctors and to get groceries. He went on to say the battery must be 70% or the feature wouldn't work. In the end I said I was a dissatisfied customer.

  Business Response

  Date: 04/18/2024

  *** *********** is bringing his vehicle into Woodhouse Ford of Omaha on Monday 4/22/24 at 10:30 for another look. We have contacted the customer and reassured him we are on his side and we will get this taken care of. He has responded to our emails and is glad we have responded quickly. Thanks 

• Initial Complaint

  Date:09/28/2023

  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 bought my car in December of 22 and from there on out my car kept breaking down on me. Instead of them taking the car back they decided to fix it twice for around 6K, this is a 2015 dodge journey that I only owed 9k on at the time and had just put 5k down on the car when I bought it. They refused to take it back after having to get repairs after repairs. They eventually promised to take it back when I could get into something else. I ended up taking it back to them for a repair that was my fault. Insurance paid for it and they returned my car to me not repaired after taking 4K from me. They said it was because they didn’t know I was using insurance but my appraiser went to the shop to look at my car and I told the technician over the phone and on text message. Then they say they don’t have a body shop and want me to pay 2K out of pocket for my rental for them to fix their mistake. They took it back to a different shop and then tried to charge me another 2K after doing more repairs that I didn’t say they could do. Now they refuse to help me get out of the car. I will not ever recommend. Brett Miller and Nick were the absolute worst to work with and then I was talked down to by every male in the dealership because I am a woman. It was literally the worst experience I have ever had.

  Business Response

  Date: 09/28/2023

   

  Woodhouse Ford of Omaha will always try to find a resolution to all complaints.  ******* ***** has continued to disrespect our staff with rude and threatening language. We tried to help ******* with repairs, but at this point, we have reached an end. We are attaching receipts of the work performed at our cost. It totals nearly $5000.00.

  ******* has worked with multiple service advisors and both of our service managers. All of them have complained about the rude and threatening language.

  On September 27th, we made a decision to longer allow ******* ***** use any of our services. We require our employees to always treat customers with dignity and respect. On almost every occasion ******* belittles our employees with language and threats. 

   

  Business Response

  Date: 09/28/2023

  Woodhouse Ford of Omaha has fixed every concern ******* has had with the vehicle and as of now the vehicle is operating as designed.  Woodhouse Ford of Omaha has gone above and beyond to rectify the situation and we have reached the end of it.  ******* is more than welcome to trade the vehicle in to any Woodhouse location or dealership she chooses pending finance or cash payment.  

  Customer Answer

  Date: 09/28/2023

  I would like a refund in the amount of the total sale of the car. That would total to 15,000. I put 5K of my own money down.