Absolute worst experience of any car buying experience we've ever had and we've owned well over 20 cars in our lifetime. We recently purchased a 2021 Ford Explorer Limited from Laird Noller Hyundai Genesis of Lawrence and a 2024 GMC Sierra AT4 from a competing dealer in the area and this experience wasn't even close to the latter.
The salesman was great during the sale and we negotiated on a list of 'we owe you' where Laird Noller Hyundai Genesis of Lawrence was going to complete repairs on sensors and a cracked windshield as part of the deal. We thought great - we can just bring it back in and it would maybe be a week at max but that didn't happen.
We were told the repairs should only take a couple of days when it was dropped off. However, we went back and forth with the dealership over repairs and found out it was sent to the Laird Noller Ford of Lawrence dealership for repairs to the sensors without notifying us. This was also a surprise to the service manager at the Laird Noller Ford of Lawrence dealership that Laird Noller Hyundai Genesis of Lawrence was unable to fix the issues and no communication had been established from Laird Noller Hyundai Genesis of Lawrence to their department.
Other issues we faced were in obtaining the title and registering in a timely manner. It took us a month to hunt down the title and finally the Laird Noller Ford of Topeka dealership was able to obtain it and get it to us. We received notices from the State of Kansas that we failed to register in 60 days and our bank threatened defaulting our loan because it was impossible for us to get the vehicle inspected and tagged while it was at the dealership.
After two months we finally got our vehicle back but its bittersweet because there was no apology from the dealership for the delays or how they handled the repairs. Laird Noller Hyundai Genesis of Lawrence also left the vehicle completely filthy with bird feces down the side of it. I'm a firm believer in leaving something better than you found it. Laird Noller Hyundai Genesis of Lawrence certainly returned our vehicle worst off than how they received it and the small attention to details on how they returned a car, to a paying customer, says a lot about how they conduct their customer service and relationship with customers long term.
If Laird Noller Hyundai Genesis of Lawrence is a representation of Laird Noller as a dealership I would highly recommend folks to look for a different dealership to do business to save yourself a lot of the headaches we experienced. Helping or showing any compassion to the customer is long gone once you sign on the dotted line. Customer service should be paramount and constant communication with the customer should be at the top of every service manager's list. I would say from our experience the optics are Laird Noller Hyundai Genesis of Lawrence and Laird Noller Ford of Lawrence are only interested in the sale and not building upon a long lasting customer relationship. This whole experience will certainly cause us to pause from buying another vehicle from Laird Noller in the future and to shop around for a dealership that puts the customer first.
Net Promoter® NPS®, NPS Prism® et les émoticônes associées au NPS sont des marques déposées de Bain & Company, Inc., Satmetrix Systems, Inc. et Fred Reichheld. Net Promoter Score™ et Net Promoter System™ sont des marques de service de Bain & Company, Inc. et Fred Reichheld.
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The salesman was great during the sale and we negotiated on a list of 'we owe you' where Laird Noller Hyundai Genesis of Lawrence was going to complete repairs on sensors and a cracked windshield as part of the deal. We thought great - we can just bring it back in and it would maybe be a week at max but that didn't happen.
We were told the repairs should only take a couple of days when it was dropped off. However, we went back and forth with the dealership over repairs and found out it was sent to the Laird Noller Ford of Lawrence dealership for repairs to the sensors without notifying us. This was also a surprise to the service manager at the Laird Noller Ford of Lawrence dealership that Laird Noller Hyundai Genesis of Lawrence was unable to fix the issues and no communication had been established from Laird Noller Hyundai Genesis of Lawrence to their department.
Other issues we faced were in obtaining the title and registering in a timely manner. It took us a month to hunt down the title and finally the Laird Noller Ford of Topeka dealership was able to obtain it and get it to us. We received notices from the State of Kansas that we failed to register in 60 days and our bank threatened defaulting our loan because it was impossible for us to get the vehicle inspected and tagged while it was at the dealership.
After two months we finally got our vehicle back but its bittersweet because there was no apology from the dealership for the delays or how they handled the repairs. Laird Noller Hyundai Genesis of Lawrence also left the vehicle completely filthy with bird feces down the side of it. I'm a firm believer in leaving something better than you found it. Laird Noller Hyundai Genesis of Lawrence certainly returned our vehicle worst off than how they received it and the small attention to details on how they returned a car, to a paying customer, says a lot about how they conduct their customer service and relationship with customers long term.
If Laird Noller Hyundai Genesis of Lawrence is a representation of Laird Noller as a dealership I would highly recommend folks to look for a different dealership to do business to save yourself a lot of the headaches we experienced. Helping or showing any compassion to the customer is long gone once you sign on the dotted line. Customer service should be paramount and constant communication with the customer should be at the top of every service manager's list. I would say from our experience the optics are Laird Noller Hyundai Genesis of Lawrence and Laird Noller Ford of Lawrence are only interested in the sale and not building upon a long lasting customer relationship. This whole experience will certainly cause us to pause from buying another vehicle from Laird Noller in the future and to shop around for a dealership that puts the customer first.