Laird Noller Ford of Lawrence - Service Center

Laird Noller Ford of Lawrence responded

We're truly sorry for the inconvenience and frustration you experienced during your recent visit for the factory recall on your vehicle. We understand how important your time is, and we sincerely apologize for not completing the job within the expected timeframe. Your feedback is crucial to us, and we're committed to addressing the issues you encountered to prevent similar situations in the future. Please know that we take your concerns seriously, and we're working to ensure that appointments are honored promptly and efficiently. We appreciate your patience and understanding, as we work on expectations and process. We apologize that it took longer than expected, sometimes recalls take longer than the manufacturer or advisor state and that should have been communicated. Thank you for bringing this matter to our attention, and we hope to have the opportunity to regain your trust in the future.

Laird Noller Ford of Lawrence responded

I'm sorry to hear about your less-than-ideal experience. At Laird Noller, we strive to provide exceptional customer service, and it's disappointing to learn that you didn't receive the friendliness and promptness you expected from our front desk staff. Additionally, we apologize for any inconvenience caused by running behind schedule. Regarding your feedback about the service tech not asking for your assistance with the kill switch, we appreciate your input and will use it to improve our processes moving forward. Your satisfaction is important to us, and we value your feedback as we continually work to enhance our service experience. If you have any further concerns or would like to discuss your experience in more detail, please don't hesitate to reach out to us directly. We appreciate your business and hope to have the opportunity to serve you better in the future.

jacksonmichele36 responded

Thank you, Brennen. I appreciate you getting the door handle for me and keeping me posted. I'm excited to have it installed. You certainly have made a life long customer of me. Again thank you for your fabulous service!

Laird Noller Ford of Lawrence responded

Thank you for sharing your positive experience with us! We're thrilled to hear that you had great service and communication during your visit. Providing a positive experience for our customers is our top priority, and we're glad that all aspects of your visit met your expectations. If you ever need anything else or have any questions, please don't hesitate to reach out. We appreciate your business and hope to serve you again in the future!

Laird Noller Ford of Lawrence responded

Thank you for your feedback and for recognizing the great work done by our technician. We're glad to hear that you appreciated the video. Regarding the check-in process and staff training in our new space, we understand the importance of ensuring a smooth transition and providing clear guidance for both our customers and staff. Rest assured, we are actively working on implementing training programs and refining our procedures to optimize the check-in experience and ensure that our staff is well-equipped to assist our customers effectively. Your input is valuable to us as we strive to continuously improve our operations. If you have any further questions or suggestions, please don't hesitate to reach out.

Laird Noller Ford of Lawrence responded

We appreciate your feedback and your patronage. The credit card surcharge helps us offset the processing fees imposed by credit card companies, allowing us to maintain competitive pricing on our products and services. However, we understand your concerns and will take your feedback into consideration as we review our policies. Thank you for bringing this to our attention, and we hope to continue providing you with excellent service in the future. If you have any further questions or concerns, please feel free to reach out to us directly.

Laird Noller Ford of Lawrence responded

Thank you so much for your kind words! We're delighted to hear that our service department provided you with a seamless experience, even from afar. Ensuring clear communication and top-notch service is always our priority, and we're thrilled that we could make the process easy for you, despite the distance. If there's anything else we can assist you with in the future, please don't hesitate to reach out. Safe travels, and we look forward to serving you and your daughter again!

Laird Noller Ford of Lawrence responded

Thank you for sharing your experience with us. We appreciate your feedback and apologize for any inconvenience caused by the length of the response. Your satisfaction is important to us, and we're glad to hear that you had a positive experience with our team and service. If you have any further feedback or questions, please don't hesitate to reach out. We value your business and hope to serve you again in the future.