Nice people, service is excellent, my car was taken
into the shop on time and repairs were made in a timely fashion
into the shop on time and repairs were made in a timely fashion
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by tasmith.1957
Verified Customer
Verified Customer
Service Price Transparency
May 28, 2025 -
Laird Noller Ford of Lawrence responded
Thank you for your kind words! We're happy to hear that you had a positive experience with our team and that everything was completed on time. Providing excellent service and keeping things running smoothly is always our goal. We truly appreciate your support and hope to see you again for your future automotive needs!
Haliey was friendly and nice.
Overall though I was not pleased. I took the truck in to get it fixed at 7:00 am. I had to call at 4pm to find out the status on the repair. I do not
Overall though I was not pleased. I took the truck in to get it fixed at 7:00 am. I had to call at 4pm to find out the status on the repair. I do not think they had looked at it. Was told it needed a part and that would need to be ordered. Not very good communication on what was going on.
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by mriling
Verified Customer
Verified Customer
Service Price Transparency
May 28, 2025 -
Laird Noller Ford of Lawrence responded
Thank you for your feedback. We're glad to hear that Haliey made a positive impression, but we're truly sorry to learn that the overall experience didn’t meet your expectations. Clear and timely communication is a priority for us, and we regret that you were left waiting for updates. We understand how frustrating that can be and will use your feedback to improve our process moving forward. If there’s anything more we can do to make this right, please don’t hesitate to reach out directly, we’d appreciate the opportunity to regain your trust.
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.
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by JOHNSONMITCH181
Verified Customer
Verified Customer
Service Price Transparency
May 23, 2025 -
Laird Noller Ford of Lawrence responded
Thank you for taking the time to share your experience. We sincerely apologize for the inconvenience and frustration caused by our unexpected closure on the day of your original appointment. We understand how valuable your time is, and we're truly sorry that this impacted your Saturday morning.
We also regret that your initial interaction upon returning didn’t reflect the level of empathy and service we aim to provide. That said, we're glad to hear the situation was eventually acknowledged and a discount was offered to help make things right.
Your feedback is important to us, and we’re using it as an opportunity to improve our communication and service going forward. If there’s anything else we can do for you, please don’t hesitate to reach out. We’d love the opportunity to provide a better experience next time.
Thank you again for your honesty and for giving us the chance to serve you.
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!
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by TVP
Verified Customer
Verified Customer
Service Price Transparency
Other Employees Tagged:
My mechanic!
May 23, 2025 -
Laird Noller Ford of Lawrence responded
Thank you for the kind words! We're so glad to hear that your service rep was pleasant and efficient, and that our mechanic took the time to explain everything clearly and in a friendly manner. That’s exactly the experience we strive to provide!
We truly appreciate your business and look forward to helping you again in the future.
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.
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by Peggy
Verified Customer
Verified Customer
Service Price Transparency
May 23, 2025 -
Laird Noller Ford of Lawrence responded
Thank you for sharing your experience! We're glad to hear your tire rotation and oil change went smoothly and that you found our waiting room comfortable. It’s also great to know our team kept you informed throughout your visit, we always aim to provide clear communication and efficient service.
We appreciate your business and look forward to seeing you again for your next service!
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.
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by RPLamb707
Verified Customer
Verified Customer
Service Price Transparency
May 13, 2025 -
Laird Noller Ford of Lawrence responded
Thank you for the kind words! We're so glad to hear that Hailey provided you with excellent service and took the time to ensure all your questions were answered. It's great to know she helped build that trust by involving the mechanic and showing you the damage firsthand. We'll be sure to pass along your feedback to her—she’ll really appreciate it. Thanks again for choosing us!
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.
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by brodee012
Verified Customer
Verified Customer
Service Price Transparency
May 13, 2025 -
Laird Noller Ford of Lawrence responded
Thank you for your thoughtful review! We're so happy to hear that you felt valued and respected throughout your experience. We truly believe in treating every customer with kindness and care, and it’s great to know our team made a positive impression. If there’s anything else we can do to assist you, don’t hesitate to let us know. We appreciate your support!
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.
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by grexroad
Verified Customer
Verified Customer
Service Price Transparency
Other Employees Tagged:
Jayde
May 13, 2025 -
Laird Noller Ford of Lawrence responded
We sincerely apologize for the frustration you’ve experienced with our service department. We understand how disappointing it is when expectations are not met, and we want to assure you that this is not the level of service we aim to provide.
If our manager hasn't already reached out to you, please know they will be contacting you soon to address your concerns. In the meantime, if you'd like to speak directly with Brandon Hofelt, our Service Manager, feel free to give him a call at 785-843-3500. We take your feedback seriously and want to ensure this is resolved to your satisfaction.
Thank you for bringing these issues to our attention, and we hope to have the opportunity to make things right.
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.
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by FREE2BME2IN23
Verified Customer
Verified Customer
Service Price Transparency
May 13, 2025 -
Laird Noller Ford of Lawrence responded
Thank you so much for the kind words! We’re thrilled to hear that you had such a great experience with our service department, especially with Hailey. She’s a true asset to our team, and it’s wonderful to know she took great care of you. If you ever need anything else, don’t hesitate to reach out. We’re here to help!
Got our four cans in easily and performed all our checks
quickly.,very helpful, a+
quickly.,very helpful, a+
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by MPISANI0
Verified Customer
Verified Customer
Service Price Transparency
May 13, 2025 -
Laird Noller Ford of Lawrence responded
Thank you so much for taking the time to review us! We're so glad you had a positive experience with us!
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