Laird Noller Ford of Lawrence

I scheduled a Saturday morning appointment a week ahead of time and then during the week I received multiple emails reminding me of the appointment. Then I drive to the station on Saturday morning and nobo of time and then during the week I received multiple emails reminding me of the appointment. Then I drive to the station on Saturday morning and nobody is there and it is closed and there’s a sign on the window that says we are closed and taking inventory today. So it was a waste of a fair amount of my Saturday morning. When I rescheduled and came back. The person at the counter was not very empathetic to their mistake, however, he eventually understood the inconvenience, and I received a discount on the Service. All in all I would rate the experience as average. More

Very pleasant and efficient service rep. , and great mechanic who explained his work in a clear and friendly way! , and great mechanic who explained his work in a clear and friendly way! More

Xavier was very curtious, helpful and answered my questions. I am very happy with my truck. I would recommend him. questions. I am very happy with my truck. I would recommend him. More

Mostly prompt service. Tire rotation & oil change went well. Waiting room is nice. I was kept updated on service. Tire rotation & oil change went well. Waiting room is nice. I was kept updated on service. More

I was very happy with process. Aaron and Aaron were professional and friendly. Very positive experience and I would recommend them to others Aaron and Aaron were professional and friendly. Very positive experience and I would recommend them to others More

Service rep, Hailey, was excellent. I trust her. She answered every question and even got the mechanic to show me where the damage was. I trust her. She answered every question and even got the mechanic to show me where the damage was. More

I brought my used vehicle in for a safety recall, and Laird Noller Ford provided outstanding service from start to finish. Not only did they take care of the recall, but they also diagnosed a few minor i Laird Noller Ford provided outstanding service from start to finish. Not only did they take care of the recall, but they also diagnosed a few minor issues and repaired my brakes—all in one day. Most of the work was covered by our warranty, and the rest was very reasonably priced. Their customer service was excellent, and they even offered a shuttle service if I needed it. I’m loyal to companies that provide excellent customer service, and Laird Noller Ford has definitely earned my loyalty. I’ll be bringing my vehicle here from now on! More

Super fast and nice. They got me taken care of! Had all my paperwork on file and it was the most seamless amazing experience They got me taken care of! Had all my paperwork on file and it was the most seamless amazing experience More

I was treated like a valued customer and the staff respected me. The staff was kind and genuinely wanted to help me. respected me. The staff was kind and genuinely wanted to help me. More

Very disappointed in my experience with the service department. The summary of issues are: -The Service department failed to keep an appointment made a day previous -Failed to complete a repair th department. The summary of issues are: -The Service department failed to keep an appointment made a day previous -Failed to complete a repair that was within their ability to complete -Gave me an inflated bill for diagnostic that was only corrected after it was challenged -Called to ask me to not report this poor experience -Did not follow up on the needed repairs Long version... My initial contact was positive, came in to talk about a problem, was given an 8AM appointment for the following day to assure that they held a spot open to fix my truck. at 7:45 the next day I dropped off the Truck. I was told they would call before doing any work and that I needed to be sure to come back to get my truck later that day even if they did not call. (I needed my truck the following day.) Around 10AM I received a text indicating my truck had been 'checked in' and that I could text of call with questions. I called around noon time given it was 4 hours after my promised appointment only to learn that the appointment meant nothing. it is all first come first served. The agent who answered the call was unable to give me any information. I sent a text midafternoon asking for an update and received no reply. I went to the dealership a little before 5PM to find the shop was quiet (no mechanics working) and approached the service desk to learn the following: -My truck had been evaluated sometime earlier that day. The agent was unable to say when. -The Active airdam had been damaged and needed to be replaced -The parts needed for the repair were in stock and the repair could have been done. -When I asked why they didn't call or do the repair work, the response was 'I'm doing the best I can' When I asked why the appointment that was made was not honored, I was again told "I'm doing the best I can" I was given the bill for the diagnostic work, and it had been inflated with extra charges that were not revealed at the beginning. I asked what the charges were, and was told it was 'shop supplies' and that the charges would be removed. I found myself wondering how many others are given inflated bills without their permission or knowledge. The Next day, Jayde (the service agent) called to say that she did not feel good about my experience and asked if she could approach management to see if she could get a discount on my repairs. I politely declined saying I would be happy to talk to management, but I was not looking for a discount. What I wanted was a service department that I could trust. Jayde did not address that ask. Jayde went on to tell me she was very worried about this survey and that it was a direct reflection of her work and indicated that if she got a bad review, it would be bad for her personally. I told her I thought that was very bad policy and again said I would be happy to talk to her managers and share that with them directly. No one has called. The bottom line is they broke their trust in several ways with me and demonstrated that they really only care when it was something they worried might reflect on them. Still happy to talk if anyone cares to know more. More