Laird Noller Ford of Lawrence

I purchased a new vehicle from this dealership in October 2001. I have also had a number of other vehicles serviced at this dealership. The mechanic I was using left and so I hadn’t been there for some tim 2001. I have also had a number of other vehicles serviced at this dealership. The mechanic I was using left and so I hadn’t been there for some time. I decided to return to have another mechanic who I trust service my vehicle and do a once over on it to make sure everything was in good shape. The service managers I had worked with were gone and the drop off location was changed. Customers used to be able to drive into the shop out of the weather and conveniently get out of their vehicle and speak with a service advisor. Customers now have to park outside on a crowed and sometimes busy lot and go into what was a rental office which is small and uninviting to speak to an advisor. I don’t believe there is a good understanding about the time frame in which vehicles can be serviced. I was told I could bring my truck (and my only vehicle) in anytime…I should have asked…so that is on me, but needless to say it was there for several days. I spoke to the mechanic a day or so after I dropped it off and he said he just pulled it in and that when people ask for him…he will get to it when he gets to it as he is also a shop foreman. All well and good but the customer should be made aware of that before dropping their only transportation off. I have spent thousands of dollars with this dealership in the past and this service call ran about $1,500. Upon examining the bill, I noted that Mobil oil was used instead of Motorcraft which is what my vehicle has had in it during previous services and what I have personally used when changing my own oil. I was not consulted about using an oil other than what was historically used. I also noted that I was charged a core charge on a battery which I purchased and after I asked about that, and I was given credit plus a few dollars when I returned to have a part installed that had to be ordered. When I checkout I was advised that I would be charged a service charge for using my credit card…I had forgotten Laird Noller started doing that prior to my last visit there. I find this incredibly inappropriate…and inexcusable. I do personal business using a credit card at a number of places and none of them charge a fee. When checking out the service advisor was trying to smooth the fee charge out by asking if I received money back for purchase as it would offset the fee, I was being charged…not really any of the dealership’s business and it doesn’t change the fact this is a poor business practice. There are a lot of good folks I have gotten to know at this dealership, but the level of customer service…in the service department at this dealership truly leaves a lot to be desired…I hope they reconsider going back to allowing customers to be able to safely drop vehicle off for service. More

This dealership and the management team are beyond incompetent to sustain business. They sold me a car three years ago that is already teetering on the edge of qualifying for “Lemon Law”. They do not incompetent to sustain business. They sold me a car three years ago that is already teetering on the edge of qualifying for “Lemon Law”. They do not keep customers informed of timeframes. They do not provide owner manuals. They are an absolute disgrace to the Ford brand. More

They are never pushy and help me create schedule so i can afford the maintenance. afford the maintenance. More

The prices are so high. We have been using LN exclusively but plan to shop around. It’s ridiculous to be charged a credit card fee as well. No other businesses I deal with s We have been using LN exclusively but plan to shop around. It’s ridiculous to be charged a credit card fee as well. No other businesses I deal with still do that. More

I experienced ood customer service. The people are friendly. I would buy another car from them. The people are friendly. I would buy another car from them. More

Everyone was very professional and helpful. When I’m ready to look at another Ford F150 I will come to this dealership When I’m ready to look at another Ford F150 I will come to this dealership More

They lied to me, they said they offer a 84/100k warranty. So now I find out that it’s going to cost me $4400 and I don’t want it even though it’s now in my loan and I want a check for the $4400! So now I find out that it’s going to cost me $4400 and I don’t want it even though it’s now in my loan and I want a check for the $4400! More

Work stated that it was done, was not done. They told me my truck was done, but I waited for 45 min before they took it off the lift. They told me my truck was done, but I waited for 45 min before they took it off the lift. More

Always willing to help. Friendly group! Always very helpful. Bought 3 vehicles from them always felt I got a good deal ! Friendly group! Always very helpful. Bought 3 vehicles from them always felt I got a good deal ! More

Quite a bit of work was done on my 2006 Ford Fusion. No problems. My only complaint is that it took 2 weeks and my car was at the shop during that time so I had no transportation. No problems. My only complaint is that it took 2 weeks and my car was at the shop during that time so I had no transportation. More