Laird Noller Ford of Lawrence - Service Center

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

I Love this service department. The ladies are so awesome and sweet. I received superb service from my service adviser Hailey. Prompt service with a caring professional attitude. The ladies are so awesome and sweet. I received superb service from my service adviser Hailey. Prompt service with a caring professional attitude. More

It was fast, under an hour and easy to get in when I needed it. needed it. More

Professional, efficient and good communication. I need to get back to work, so please give those ladies a raise. They deserve it. I need to get back to work, so please give those ladies a raise. They deserve it. More

I had some wear & tears on my car from a previous accident and then one that happened a couple of days before bringing it in. So basically the attitudes from Jayde's Co workers are very rude and disr accident and then one that happened a couple of days before bringing it in. So basically the attitudes from Jayde's Co workers are very rude and disrespectful. Then when I come to get my car they are trying to be polite. That is fake personalities attitudes. More

Got our four cans in easily and performed all our checks quickly.,very helpful, a+ quickly.,very helpful, a+ More

Eric Tucker is great! Even after my purchase, he has continued to check in and help make service appointments and make sure I’m getting the help I need. He’s AMAZING! Even after my purchase, he has continued to check in and help make service appointments and make sure I’m getting the help I need. He’s AMAZING! More

Excellent customer service and maintenance. . The work was done thoroughly and in a short amount of time . The work was done thoroughly and in a short amount of time More

Center support bearing went out on my ranger. They had it in and out the same day They had it in and out the same day More

Katlyn Smith was very helpful is arranging auto transportation from my home nad with the ongoing process. The gentleman who returned my car and assisted with pairing my phone to blue tooth was pati transportation from my home nad with the ongoing process. The gentleman who returned my car and assisted with pairing my phone to blue tooth was patient and kind. Unfortunately my phone still cuts out so I.m guessing I need to figure our how to get that corrected,. The service was excellent. I really love my Mazda but will not purchase another as the service has been removed from Topeka. More