Laird Noller Ford of Lawrence

Reviews

Reviews are sorted by relevance, with the most helpful and insightful feedback listed first for easy reference.

  Nicholas Begeman
3 weeks ago
The service advisors are not professional, they had no paperwork ready for me over a hour after I was told my vehicle was done. I was told it would be emailed to me but it hasn t. The technician checked my oil level and it was apparently low, even though two weeks earlier my oil was changed by this same service department. When they checked my oil and topped it off they spilled oil all over my valve cover and exhaust which when I was 3 miles away it was smoking and smelled terrible. I understand a spill but clean it up. I ve worked in service for 15 years and this is a terrible service department from what I ve seen.When I had it taken in for the oil change two weeks earlier, they didn t fill my washer fluid, didn t replace the next service sticker, and obviously didn t fill my oil to the proper level. I trust my 14 year old more than the service department in Lawrence. The truck was in for a recall and they said they had issues reprogramming the new instrument cluster after it was replaced. I wish I believed them but I m not even 100 percent sure the cluster was replaced, mainly because there was still dust all over items I assumed needed to be removed for the repair. I could be wrong but I didn t receive any paperwork so who knows. I haven t had issues like this with the Topeka service department but the Lawrence one on two separate visits I have had issues. It is not run well and I m not sure what the issue is but something needs to change for the better.

  Shadow T Carr
3 weeks ago
In town from Chicago for a KU college tour with my son and experienced some charging issues on my 2022 Ford Mach E Mustang. Luckily our hotel was right down the street from the dealership. Paige listened to me explain what issue was and got my car into the technician. The error code was cleared after they ran some test and charged it for me. I appreciate them getting me right in since I was from out of town and was heading to Drake in Iowa later that day. Thank you for making my needs a top priority.

  J B
a week ago
Steven in used car sales was very helpful and friendly. He was not pushy, but also answered all of our questions when we asked. Our car buying experience was not as stressful as a normal car buying experience. I would recommend Steven and Aaron in sales as they were great to work with. Waiting on financing took a little longer than we had hoped, but on the sales side they were personable and kind.

  Daniel Ellis
a week ago
My only experience is with the parts and service departments. Both departments made sure I left with no worries and had no unanswered questions. Both departments have knowledgeable and friendly staff that made sure my vehicle issues were properly fixed and the fixes explained. The great service I had will keep me bringing my high mileage vehicles back to keep them running for a long time.

  Andrew Duke
2 months ago
Dealer routinely blocks their electric vehicle charger. If it s not for public use then please work with ChargePoint to get it unlisted. If it is for public use then please quit parking vehicles in front of it.Update 2/2/2024 after dealer replied to review I revisited charger and it is blocked. By an electric car without license plates.

  dwight keeling
4 days ago
I love the car I got BUT I have no paperwork or info! I don't even think they have vmy email. I called several times and went back to the dealership.At first they didn't even know who gave me the vehicle to drive over night. I asked for paperwork and was told the manager will assist me. 14 days later still no contact or call back. Soooo now... I'll be driving into the dealership asking for my rate, paperwork and anything else I may need to know. They didn't even check to ensure I had insurance before l left, which is weird. The service was quick but now I'm on my own.

  Jason Jantz
3 weeks ago
Had car trouble on the road on my lunch break and pulled into the service shop without an appointment. They were able to get me in on the spot and have my repair done before the end of the day. Plus they provided a free shuttle service so I could get back to work and came to pick me up when my truck was ready. Unbelievable service and hospitality from Amber and the entire team at Laird Noller Ford Lawrence Service Department

  Logan Cox
3 days ago
Update: service manager contacted me and was genuinely curious about what had happened. When explained to him in detail about the situation he said he would take care of the issues I had addressed. I feel a lot more confident about taking my truck to quicklane in lawrence knowing he is the service manager. And he did confirm there was an employee who had a medical emergency. He mentioned they are doing better. I am glad to hear they are doing better and that he is working to make sure his employees know that honesty is key.Dropped off our truck for an oil change at 12:45. Returned over 2.5hrs later and found the truck unmoved. Went in to ask about it and the lady behind the counter proceded to lie and make up a story about how the truck was pulled in but someone had an emergency and they had to pull it back out. (Truck had not been moved from where it was dropped off at) truck finally was pulled in and had the oil changed. The lady that originally checked in the truck said that it had been overlooked. And at least said sorry. But as for the other lady. She lied and got nasty when called out about it.

  Avery Jones
a month ago
Went to trade in my car and had a great experience! Kai and Aaron helped me out a lot and were very kind and professional. You could tell they care a lot about the customer. The environment was great and the service was excellent. Would definitely recommend.

  Chris Seal
a month ago
The salesperson, Ali, was exceptionally helpful in purchasing a pre-owned truck. He was very polite, answered all my questions, wasn't pushy at all, and made the buying experience a pleasant one. Ali went above and beyond in getting the owner's manual ordered, extra key and fob, and arranging for the protectant to be put on the truck. Very much appreciated!

  Rhonda Taylor
2 months ago
Great Service, I trust their care and it is very convenient! Always, get the best service with updates on my appointment. Amber in Service is excellent, very helpful and knowledgeable. Also, Shealle, at checkout is very thorough and explained the service provided and cost (which is reasonable). Exceptional service and trustworthy. The mechanics are very skilled!

  Sarah Norman
3 weeks ago
Unfortunately, I have the worst experiences at Ford in Lawrence. They have a customer satisfaction program that is a legit joke. If your vehicle isn t diagnosed with the problem in the customer satisfaction letter, you are supposed to pay the diagnosis fee. How is a layman customer to know what the issue is and if it fits the details in a customer satisfaction letter? In addition, I was given conflicting information from corporate and on site staff about the customer satisfaction program, so details don t align. Bottom line- they want your money and they aren t honest.

  Critical Productions
3 months ago
Could I take 30 seconds to review your business? I could: it sucks.I can also list out the details as to why this is a horrendous business and should be shut down:In April of 2021 I came to purchase a car. It immediately needed to be repaired due to manufacturing defects. This was completed prior to the purchase. In October of 2023, I needed service for electrical issues that caused every possible warning to appear. This wasn t completed until the very last week of December all because some ignorant employee decided to file the warranty for February of 2020. Your team needs yet another full replacement and frankly this dealership needs to be shut down for the complete ineptitude it has consistently demonstrated.Was the issue resolved? Yes.Was it handled correctly?Absolutely not.I will never buy another Ford and I hope no one else does.

  Jeff Moore
a month ago
Asked for an oil change, tires rotated and to get the lock nuts off due to Laird Noller Mazda loosing the lock nut previously. Had to buy new lock nuts.My car was supposed to be picked up at 9:30 a.m. they did not come pick it up until 11:00 a.m. I dropped off the new lock nuts at 3:30 p.m. and I did not get a call saying they are keeping my car overnight. They did not drop my car off until 9:45 a.m. the next day.They didn't air my tires up and I'm not sure if they even rotated the tires.Also received a text message saying I can reply to the number I received with any questions I had about my car. I sent several messages and did not receive any message in return.

  Rhoyd Quaid
5 months ago
What should have been a $350 fix quickly turned into a >$600 fix when the techs that fixed a headlamp issue decided they would round up the hours for the fix to 2 hours of labor instead of the ~80 minutes or so it should have cost. Additionally, the "shop supplies" I was charged for that ought to have been used essentially amounted to 2 hours worth of electricity for the shop. They charged $85. To make it even better, my front driver side exterior door handle broke within 2 hours of taking it out of the shop. Would they take accountability for this? No, of course not--but they'd happily charge me 3 more hours of labor and hit me with another outrageous bill for somewhere in the neighborhood of $800. I don't recommend this shop at all. They effectively steal money from the customer. If I could leave 0 stars, I would.I fixed the door handle myself. It cost me about $30 with a bit of help. I won't ever be going back to Laird Noller Ford and I recommend whoever is reading this avoids them like the plague. If you've got complaints, they'd be happy to refer you to a 20-something year old service rep who will readily apologize for your grievances--but will they refund you? Don't count on it. Find a more honest establishment to have your auto work done, this place isn't it.

  Amanda Butterfield
2 months ago
I called and made an appointment to use my ethos coverage for a new key I desperately need. An appointment was made, and I was transferred to Mike in parts. Mike was upset because my new Vin numbers were not in the system and I needed a key for a newer year same model. (My car was totaled so I got a new one no biggie, the system just had not been updated because I had not had it in). After telling him 3 times he finally took the new Vin. Assured me if the appointment was made the key would be in. Ok. Awesome. Days later, and many reminder emails and calls, I drive the 45 minutes there and pull it in. Great. I go wait outside as it was a beautiful day. I wait an hour. They call and I'm thinking great I finally have a key that is fully functional and can hook on a ring. Nope. They don't have the part. WHAT?! I used pto as I HAD to be there by 3 they said. Paige tried to be nice about it and I thank her for that but this sucks. I'm not convinced I should try to go there again, or that ethos coverage is worth anything at all.

  Alex Bork
2 days ago
Would do zero stars. I went in with an oil leak and an AC issue. $700 later I need a new engine, the check engine light is on, and I have a quote for a $185 to put in a $27 blower resistor.I was robbed with the line of just because it didn t work out for you doesn t mean our techs shouldn t be paid . They did nothing for me. So if you want to be worse than you were before, this is your spot.

  laharned
a month ago
I have mixed feelings about my purchaseI initially went to the Lawrence Laird Noller website and selected a car to find out its availability. I received an initial email based on my request which states Laird Noller Automotive, Inc. will be contacting you soon with specific vehicle information, pricing and availability I was never contacted regarding the specific vehicle I inquired about, nor did not get pricing or informationI about its availability. This lack of communication and knowledge about the inventory I should been a warning regarding the purchase process.At the dealership I was shown a significantly more expensive vehicle instead of the vehicles I had inquired about. No one seemed to know if the specific vehicle I inquired about before my visit was available, which was odd since that was why I was there. It was not even at the site I was visiting. I would have gone to the other location if I had known I was wasting my time in Lawrence.The financing was really shady since incentives listed when I went in did not seem to be available at purchase. Also, be prepared to be asked to pay $8k plus for additional warranties etc not discuss anytime before this final meeting.The vehicle had a bad susceptible version of SYNC 3 software which no one made me aware of. After having several issues trying to set the system up, I finally got frustrated and called for support. The manufacture representative told me the dealer would charge me about $300 to update (not sure this is true, but that is what Ford Co. told me). So I had to go out to get a USB drive to update my new car. This would have been nice to know at the time of purchase.

  Gabe Pride
2 months ago
Over filled the oil stripped a bolt in the license plate and didn t tell me not very friendly. Would not recommend. They were lucky i had scouted out this car or would not have given them any business. If u wanna buy a car go somewhere else. Rotors were below discard width but replaced pads, should even done both. I brought money in hand then upped the price because I didn t want to finance through them when their rates were awful. Bad place very mad with them.

  Mandy Barefoot
3 months ago
I have purchased my last 2 new vehicles from Laird Noller Ford and have had all my maintenance down through the Quick lane. This business does fantastic work. They are always fair and go above and beyond to take care of me and my vehicles.

  Sam Ratliff
3 weeks ago
(Would put zero stars if I could) Girlfriend bought a car here and would not recommend to anyone. So many concerns I can t list them all. Staff comes off as scammy. They don t even seem to run used cars through service. And our salesman LOST the second key to the vehicle my girlfriend because they didn t seal the envelope when they mailed it to us. Oh and also had to come back a second time because finance charged 3 times the amount they were supposed to for doc fees. Like seriously what a joke of an establishment. Hopefully they ll actually get us another key but even still ridiculous. STAY AWAY.

  Phyllis Wilson
5 months ago
I thought the service was wonderful. I arrived a few minutes earlier my car was immediately taken in at my 2 PM appointment. On my way and I must ve dropped my glove and someone picked it up and so when I inquired at the front desk it was there so I was very grateful. I was also happy to see that there was hot beverages in the lounge and water, I thought that the gentleman Brennan was quite helpful and in expediting my payment he let me know they appreciate my business. so it was wonderful..

  Jennifer Walker
a month ago
I made an appointment for Friday, 1 March at 3pm. I arrived early and went to QuikLane because the time before I was instructed to go there. They couldn't find my appointment and then told me they didn't service Mazda any longer and that I would have to go across the street to the dealership. When I arrived at the dealership I was a little frustrated about no communication on coming there in the first place. I received a free oil change because of a previous issue I had with my last oil change. I got a text message saying that my vehicle needed more than just an oil change. They came back with a 3000.00 invoice. I am not going back to Laird Noller Mazda. I'm done with the lack of customer service. A free oil change should not amount to all these extra charges. They told me my car was leaking oil. Wrong...my car has never leaked oil. I do need new tires but would never purchase from them.. too expensive. And I am not paying 375.00 for a new battery. I also texted before my oil change 3 times to see if I could test drive a new vehicle...no response and even when I told them I was already looking at new vehicles...no response. I also wanted to know if QuikLane wasn't doing what they were supposed to do amounted to all of these "extra charges"...thay said it was normal wear and tear. I do not think so as this was my 3rd brand new Mazda that I purchased and driven only 48000 miles. I've never had issues with any of my cars cuz I take car of them. There is nothing wrong with my car. I won't be back...I'll find a new dealership that will service my Mazda, minus all the issues.

  Rator 1
a week ago
The low score is due to having setup my appointment and asked the price to be expected for services the computer crashed and was told that they would call me back but never did and was stuck at the cashiers desk with my jaw dropped due to the unexpected price which was $250 over what was quoted..Very nice and friendly staff

  Doug Aldridge
2 months ago
Good car, good price, bad experience. These folks are completely, absurdly out-of- touch with the customer by sticking to their old-school sales process. There are other dealers in the KC area that have far better buying experiences than this dealership.Here is the goal: As a potential customer, we have already done our research. We would like to come in, test drive the car, buy the car, and leave. This should take about 60 to 90 minutes. I would like to be treated respectfully and coureously through the process. I don't want to have to fight so hard with the finance rep that I feel like I have had to act like a jerk by the time I walk out. I would like everything to be transparent. That is, I don't want to just know what the payment is, I want to know what the entire financial calculation of the sale is.You killed that by substituting your own old-school stupidity:1. Why did your sales person sit us down to review your inventory on your website? We had already selected a car and asked to see it. This was simultaneously insulting (apparently we don't know how to use the internet) and time-wasting.2. The test drive went fine.3. The finance manager apparently has been trained that 'No' means ask again. And, they don't mean 'No' until they say NO at least three (or maybe seven) times. O MG, what a miserable experience it is trying to work with this guy.No, I don't want an extended warranty. That's because of the $4500 you are charging, I think $900 is going to the salesman, $900 is going to the dealershp, $1800 is going to insurance company, and $900 is going to come back as service on my car over the next few years. A 20% return on investment is not a good investment for me.I get why you're pushing. What, 25% of your sales profits come from selling the car, and 75% come from add ons and mark ups. You already handed yourself a bunch of money with your $700 document fee. Let that be enough.4. Don't keep asking is the payment low enough. Get transparent and present the entire contract - sale price, fees and payments. Our finance manager kept making mistakes on our contract and I kept backing into the calcuation myself and proving him wrong. (It is a simple intrest loan, it is not that hard to calculate yourself.) This was really, really poor customer service on your part. Do it differently.The car and the price were good. If you come in for that, get ready for the fight. Don't back down until you are satisfied. If you are not up for the fight, then there are other dealers in the KC area with far better purchasikng experiences than this one.

  Hannah Campbell
2 months ago
This place was great . Was being the key word. Don t get me wrong it always took way too long for my husband s car to get fixed but it was ok because it got fixed and we got calls and updates about it constantly. However with our most recent visit to the service department we were not happy with how things were handled. They gave us a quote on a few things that needed fixed and then later said oh we can t actually do half of the things we said we could . And then what they did do cost higher then the quote that was given. On top of that there were no phone calls given about any of this. Just a email and then a text . I don t know if they got new management or what s going on but from now on we will not be doing business here and will find some place else. Extremely dissatisfied with their services this time to the point where we never want to go back.

  John Stewart
4 months ago
The service department is horrible I took my truck in to get fixed. The HVAC system changed vent positions without user input. This has already been fixed once by replacing an air door actuator, the same part was replaced again. When I picked up my truck it started doing it again, the next morning I called to inform the service department that my truck had not been fixed. I discussed with the service advisor that I would like my truck to be diagnosed properly since that would take more than 24 hours to figure out what the real problem is. I asked for a loaner vehicle this is normally not a problem when I have a repair on my truck that takes a long time. I made several phone calls to the service department each time explaining the situation and need for a loaner vehicle each advisor would tell me let me talk to my boss but he is in a meeting for a hour I'll call you when he gets out. He must of been in a hour long meeting for two days straight and I never received a callback. They have just hired a whole new service department, that is the worst service I have ever received.

  Jim Coozennoy
2 weeks ago
I would have not even given one star multiple phone calls with no answer dropped my truck off on a Friday night for a 8:00 appointment which is when the quick lane opens so should have been first in went by at 11:00 and my truck was still where I left it said they were really swamped an had not gotten to it yet mind you I had a 8:00 appointment I am done using their service.

  William Zung
4 months ago
Laird Noller Ford/Mazda in Lawrence service department is excellent. They are honest and willing to do what is right for you and the car. Warranty work has been excellent and their Quick Lane service is great too at reasonable prices. They even serviced my older Nissan Juke transmission oil using the OEM Nissan oil I purchased and brought in. They simply discounted the price to exclude the price of oil and only included their labor. Good people.

  Hunter Burk
5 months ago
I dropped my truck off on august 21st for an appointment and after roughly four weeks with no word or any form of contact I decided to stop by and check. I was informed that nobody even knew about what was going on with my vehicle. They had a ticket made but nobody had touched it. Two weeks later I finally get a call and word on what s going on and what needs to be done and I give them the OK. Still no word on if my vehicle is done until I call on October 26th. When I call my vehicle still was not completed but is finally completed on the 27th. I truly feel if I had not contacted them that my truck would still be sitting. I highly recommend not taking any vehicle for anything there. Other people I know have had similar experiences. Absolutely no sense of urgency or professionalism.