ComplaintsforLaird Noller Ford, Inc.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was taken into Laird noller the week of May 6th. I had to request preauthorization from hyundai customer care for approval and did so. I was previously informed by certified transmission of the issue and was told that hyundai may cover the cost since there was a service bulletin regarding the needed repair. The Laird noller tech **** submitted a claim to hyundai customer care and reported it was denied. I then contacted hyundai customer care who reported a service bulletin was not included and try to resubmit. I notified Cori, he was to submit another request to hyundai customer care including the service bulletin, he instead without my knowledge submitted a goodwill request and did not include the service bulletin, per report of hyundai customer care case manager Somtochukwu, it was denied they had no record of a service bulletin - instead of notifying me he proceeded to repair the car and then called me last Friday july 12th to inform me that I owed ~$1300. I told him he was supposed to let me know what hyundai customer care response was first, he said I authorized the repairs and owed them money and to bring in the loaner vehicle on Monday july 15th. I dropped off the loaner vehicle and contacted hyundai customer care as well as ****** manager ***** *****, with my concerns regarding the unauthorized repairs. After multiple phone calls to customer care and ***** ***** I still do not have my vehicle. Finally today i was able to speak with hyundai customer care who stated noller is responsible since they did the repairs without pre-authorization and they can't help, the dealership has not answered my calls i left 3 voicemails for ***** on july 15 he replied july 16 and said he would speak with his manager, then called back later that day to say they would be in contact and were waiting to hear back from customer care, as of now Friday july 19th I have called multiple times and have no update.

  

  Business response

  08/14/2024

  To whom it may concern: 

  This customer was traded out of their truck to make things right. 

   

  Thank you. 

  Customer response

  08/14/2024

  
  Complaint: 22015880
  
  I am rejecting this response because: I was never traded out of a truck. I took my hyundai sonata in for repairs due to an antitheft software update and service bulletin - a repair was completed without my authorization and I was told to pay for the repairs. I have since attempted to contact ***** ***** several times, I was eventually allowed to take back my vehicle. I was told he would speak with his manager and let me know a resolution, I have not received a response, at this point I assume I will not be billed, if that is the case the matter is resolved. In addition the hyundai customer care person I spoke with Somtochukwu was very unhelpful and never had her supervisor return a call to me, instead sent a suspicious email indicating her supervisor agreed with her and no need to call. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  07/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Laird Noller posts prices of cars in Autotrader They price it so it will trigger Autotrader to deem the vehicle an”Great Deal” which is deceptive advertising because once you drill down they have extra contingencies and charges other dealerships don’t which makes there cars NOT a great deal and usually not a deal at all

  

  Business response

  07/22/2024

  Please see attached. 

  Customer response

  07/22/2024

  
  Complaint: ********
  
  I am rejecting this response as they do not explain “advantage” plan and what you get for it other than it allows the consumer to believe when browsing third party sites that it is a great deal compared to other sellers which clearly it is not.  If the advantage plan is optional or gives you additional benefits other dealer don’t offer then they need to state this.

  Sincerely,
  
  *** * *********

  

  Business response

  07/23/2024

  See attached letter from the GM and the material that is available for anyone. It's a lot of info so we don't put it in the description of the cars on 3rd party listings. 

  
  To Whom It May Concern:
  
  Ms. ********* has rejected our response to her initial complaint. Although the advantage
  program is not directly explained on the face of the third-party website, it is thoroughly
  explained on our website, within our showroom and all information is always available via
  phone or email.
  
  It is our stance that we are not required to disclose or explain our programs or pricing on the
  third-party sites.
  
  If Ms. ********* would like to purchase a vehicle from our dealership, we would be glad to
  reach out and explain all aspects of the purchase and answer any questions she might have.
  
  Please tell me if further information is required or requested.
  
  Thank you
  
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/23/2024 I purchased a used car from this dealership. They have a program called Laird Noller Loyalty program where you get a series of benefits like a full tank of gas, 50% off window tint, Paint sealer to help protect the paint, and a few other perks. The force this program on everyone who purchases a car from them. When I informed them with this car being a 1996 it was something that was not needed and I did not want the program. They worked with the price of the car and lowered it down and talked me into taking it with the Loyalty program. After agreeing and writing a check for the car and leaving I was happy with my new ride. After doing some cleaning and looking deeper at the car I noticed the current tint job was peeling in places, I contacted them about setting up a appointment to get the 50% off window tint and asked about the tank of gas I was supposed to get with the program. After multiple attempts to reach my salesman and getting no response. I used their contact email system to reach out and see if I could get an answer. A short time later I received a call back and was informed that the tint is a new program that they just started, and they would have to call and get me a price. They then also informed me that because I did not pay the internet price, I would not be able to use any of the perks from the program. That is why I did not get my tank of gas, paint sealer and the other perks. I looked all over their site, and nowhere could I find where it stated you had to pay internet price to get the perks. I paid for this on my purchased agreement and now am being told I cannot use them. I would like to have my 1299 plus taxes back since I paid for something that you do not plan on honoring. On the right hand side, you can see the 1299 charged for the loyally program that is not very loyal.

  

  Business response

  06/10/2024

  Hello,

  Please see attached. 

  The consumer was aware of the charges

  Customer response

  06/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see attached my rv broke and was towed to Laird

  

  Business response

  03/11/2024

  We installed a replacement ****** engine for *** ***** in his 1994 Fleetwood Class A motorhome and upon the test drive after completion, we had an issue with the way it was running so we diagnosed it and found concern with rocker arms had came loose on cylinders 2 and 5. Made contact with Jasper and created a claim and repaired the remanufactured engine and the customer picked up the vehicle and left our dealership on approximately 4/4/2023. 
  
  
  Some time later, I received a call from a repair shop that had *** ******* motorhome in for service and there was a concern with the engine we had installed. From the conversation, it seems the engine we installed had went bad and then also according to the advisor at the repair facility, that engine they had installed to replace the one we installed had went bad also before it even left his store and Jasper supplied another one. That makes 3 warranty claims against the same customer for concerns related to possible build issues related to the engines. I am not sure what the failure to the engine that was replaced by the shop was, but it never left according to the advisor. 
  
  
  I spoke with *** ***** on his concern and the cost he was being forced to pay as Jasper stated to the repair shop that the engine we had installed had "foreign" debris as cause of failure and they would supply the engine only for warranty with no labor coverage. Speaking more with the shop advisor performing the work, specific reference to the oil cooler not being replaced by us was used as a possible failure cause. The Jasper rep I spoke with on the phone would not admit that us not replacing the oil cooler caused the failure, he just stated foreign material. How do we not know this was not foreign material from a build issue from the builder?
  
  
  Installation instructions "suggest" the oil cooler be replaced when an engine is replaced when the "previous" engine failure was related to lower end or any other failure where metallic debris would be sucked up and clog the oil cooler potentially. The previous engine for *** ***** had no such failure as the concern was related to head gasket failure only. The oil cooler on the particular engine is very hard to locate and we were not able to locate one at the time from any manufacturer, so it was flushed and re-used on the replacement engine. 
  
  
  My feeling is that these charges that were put on *** ***** to be paid should be warrantable as labor by Jasper for coverage on the engines that were replaced due to failures under warranty to whatever Jasper deems to be max payable labor to be paid as a motorhome for engine replacement costs. 
  
  
  Thank you!
  
  
  
  
  
  
  Dustin Gasperich
  785-435-8772
  
  

  Customer response

  03/11/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I am a costumer.  I paid your shop for replacing the engine. Your work is warrantied. 3 months later I paid a total of 11,950.60 for a combination of a tow and replacement of the engine which you installed. If the problem was the labor or the engine has nothing to do with me as the customer. The fact that your shop received the engine from jasper is an issue between your shop and Jasper. 

  Sincerely,
  ******* *****

  

  Business response

  03/13/2024

  Dear ******* *****,
  
  
  Thank you for bringing your concerns to our attention. We understand your frustration and want to assure you that we take all customer feedback seriously.
  
  
  While we appreciate your understanding, we want to clarify that we stand behind our work and strive to provide the best service possible. In this particular case, we initially believed the issue to be covered under warranty. However, after further review, Jasper, the supplier of the engine, determined that the issue was not covered.
  
  
  We apologize for any inconvenience this may have caused you. We recommend reaching out to Jasper directly to address any concerns regarding the engine or warranty coverage. While we stand by our work, we cannot control the manufacturing of the product and what they deem covered by warranty on their product. 
  
  
  Once again, we apologize for any confusion or inconvenience, and we appreciate your understanding.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged a lot of money for things wasn’t told about. Said was free. My bank was ring to finish my loan process so I can pay one amount

  

  Business response

  03/11/2024

  Hello,

  Re* ***** ***** *********
  Complaint ID: ********
  
  To Whom It May Concern:
  
  On October 30, 2023 ***** ***** purchased a **** ***** **** from Laird Noller Ford, Inc.
  
  At that time her application was sent to ***** ****** ***** for approval. She was approved
  with a stipulation for trade of current auto and proof of income.
  
  *** ***** went to the business office where she was presented with several warranty options for
  her consideration. At this point *** ***** agreed to the options presented and the payment of
  $*******
  In November, *** ***** chose to cancel a couple of her protection options, and this request was
  promptly submitted and completed with cancellation funds being sent to the lender.
  
  On the 9th of February *** ***** contacted Laird Noller Ford, Inc again saying that she would
  like to cancel all remaining coverages; this request was again honored promptly, and refunds
  were sent to the lender.
  
  *** ***** conveyed to us that ***** would work with her to refinance her loan because she “had
  told everyone that she could not go over $*** a month”. This contradicts what was agreed upon
  on the sales floor and the business office, where she agreed to a payment of **** for the vehicle
  alone on the sales floor and the above referenced payment of $****** with protection options.
  
  At the time of this writing our records show that all refunds have been completed and sent to the
  lender.
  Please let me know if you need any supporting documentation or other information from us to
  complete this complaint.
  
  Thank you,
  
  **** ******
  General Sales Manager
  Laird Noller Ford, Inc.
  

   

• Initial Complaint

  04/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a vehicle in Dec 2022. A month later while reviewing the paperwork I was provided I noticed a discrepancy in the purchase price I agreed to and the cash price of the vehicle on the paperwork. After looking through all the paperwork I was provided, they did not give me a copy of the purchase agreement. I attempted to get in contact with the individual in the finance office who had given me the paperwork. After calling the dealership several times and sending emails I was able to get a copy from a different individual. Noticing that the purchase agreement (not provided) and the finance agreement (provided) show different information, I was able to determine they had charged me $**** for two separate items. One for a $*** service plan that I verbally agreed to, but was under the assumption that it was “complementary” based upon the explanation given by the finance office and the second $*** item for deductible coverage that I specifically said I did not what. These items were signed for, but the individual in the finance office was misleading and gave me a contract for items I didn’t agree to pay for. It was explained that I was signing to decline the coverage. I unable to see the extra charges because the paperwork I was provided after signing didn’t show the “aftermarket options” that the charges were listed under. I was able to cancel the service plan, but was charged a $** cancellation fee, but was told the other $*** charge was non refundable. This second charge I feel was due to misleading and dishonest sales tactics on the part of the finance office. I expressly stated I didn’t want to purchase the item, but the contract for it was provided despite me declining it.

  

  Business response

  04/28/2023

  Refunded the customer the $*** discrepancy and this has been taken care of with the customer.

  Aaron ****

  Customer response

  04/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Jeff ******

• Initial Complaint

  03/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On February 23. 2023 I intended to do a cash purchase of a 2015 F150 at Laird Noller Ford. I was told that they would redo the spray in bed liner if I applied for financing. I still intended to do a cash deal but applied for credit so I could get the liner. I thought I was just agreeing to a payment amount but Shawn (finance manager) has sent the Purchase Agreement that shows that I had agreed to a $*** fee that was not disclosed! That was very deceptive! I have attached that document. He also acted like he was throwing services into the deal that I found out later are only good at their dealership. I did not get an explanation of costs but was sold the monthly payment! After returning home things did not add up and I realized that I did not receive all of the pages for the services! I received poorly scanned images days after I requested them. After reviewing I have asked for refund of two of the services and have been ignored. At this point I would like all services that are only available at the dealership to be refunded ($*******). That includes an Appearance Care Package, Collision Deductible Payment Program, Maintenance Plan, and Nitrogen Plan. I did purchase a Service Contract and will honor that as it is a nationwide contract. I appreciate any assistance. Paul ******

  

  Business response

  04/20/2023

  We refunded the collision deductible and the paint protection and made the maintenance contract match the customers understanding of what it covered.  Customer is taken care of at this point.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used this business to fix my van. Took it in there on Monday and they looked at it and put it in the back lot. Next day they said I needed a new engine.....gave me a price of *** and I said I will think about it. They then charged me for $*** for all the work they did on it ( while it sits in the back lot)....I had to pay it regretfully and get it out of there. Then I took it to another place and the fixed it the same day for *** and said nothing major. So yes I feel I was being taken advantage of and clear see what they were trying to do. So I'm out $***.....will never go back and people should be aware of what is going on. It's not about fixing your van but instead....taking your money!!

  

  Business response

  02/23/2023

  This vehicle has over 550k miles on it. We had one of our master certified techs looking at this van that was recommending the engine to be replaced. In his professional opinion the $*** repair will be a short term solution.

  Customer response

  02/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: Upon having the and I will add a master mechanic at another shop just add a coil and a spark plug and since then I've driven this van 1000 miles with no problem.... I request my money back....I'm sorry but if your master mechanic can't just add a spark plug and a coil....it's clearly....just to get my money.....cause right now.....it runs like a new vehicle. So yes I request my money back for this non sense. Thanks, Jim
  
  Sincerely,
  
  Jimmy ****

  Customer response

  03/14/2023

  Hello well I am sorry that the better Business bureau can't do anything here I wanted my money back and my van is still running to this day and the recommendation for a new engine was not needed they were only interested in getting my money and if I can't get my money back then I won't go to them anymore.... And like I say I fixed it for around $*** that's the least they can do to give me my money back

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON 9-06-22 MY MOTHERS 2002 FORD ************* VAN BROKE DOWN DUE TO THE REAR AXLE BREAKING. WE SAW THAT THERE HAD BEEN A BRACKET ADDED TO THE AXLE SO WE LOOKED IT UP AND SAW THAT THE BRACKET WAS DONE ON A RECALL #15S27 IN 2011. I CALLED FORD MOTER CO. AND THEY TOLD ME WE HAD TO TAKE IT TO A FORD DEALER TO INSPECT IT TO SEE IF IT BROKE ON THE BRACKETS, AND IF IT DID THEY WOULD REPLACE THE AXLE. WE HAD THE VAN TOWED TO LAIRD NOLLER FORD AND THE SERVICE MNGR. TOLD ME THAT THE BRACKETS WERE BROKEN AND THEY WOULD REPLACE THE AXLE. HE DIDN'T KNOW IF THEY WOULD PAY FOR THE TIRE THAT WAS RUINED OR THE BODY DAMAGE DONE TO THE VAN OR THE TOW CHARGES , HE WOULD LET ME KNOW. THE SERVICE MNGR. CALLED ME THE NEXT DAY AND SAID THAT FORD MOTOR CO. SAID THAT THEY WOULD NOT PAY TO FIX ANYTHING.FIRST FORD MOTOR TOLD ME THEY WOULD FIX IT AND THEN THE SERVICE MNGR. TOLD ME THEY WOULD FIX IT, AND NOW NEITHER ONE ARE BACKING UP WHA THEY SAID.

  

  Business response

  11/28/2022

  Business Response /* (1000, 10, 2022/10/20) */ We explained to the customer that if the initial recall #15s27 was the fault of the repair that ford motor company "may" cover the repair. After inspecting the vehicle the bracket put on for the initial recall was not the problem that cause the axle to break. We followed our warranty process instructed to us from Ford Motor Company. Customer hauled vehicle away from our store once we explained and we were left to pay for the initial tow bill when the vehicle was dropped off to our store. Aaron ****

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2021, my 2014 Ford ***** began having issues, so I promptly took it to the dealership. The transmission control nodule appeared to be the issue and I was told to not drive the vehicle and leave it there to be fixed. This was a recall issue, therefore it would be fixed at no cost. During this time, Laird Noller Ford refused to provide a rental car, which I saw as poor customer service, but didn't push too much with them. It is now November and they have the part to fix my car. I was told that since my car sat so long it now requires a new battery and spark plugs. The dealership has now informed me they will not be covering those parts or labor. Had my car not been a faulty product to begin with, or if they had been willing to pay more to procure the part that other Ford dealers were able to get, this would have never happened. Their actions are the sole reason my car is not in working order. I believe I have been extremely patient and understanding until this point. My only wish is at this point for them to fix issues caused by their company at no cost to me, and I will be happy to take my business elsewhere in the future.

  

  Business response

  12/22/2021

  Business Response /* (1000, 12, 2021/12/08) */ Lairdnoller Ford will goodwill his battery money. ******. Ford motor company should be doing that. Thats the reason it set here 5 months no parts. If the parts would of be available Lairdnoller would of had it done in a day. Setting here had nothing to do changing out the plugs. The customer asked for the plugs to be changed according to my service advisor.We should of started his car to keep the battery charged up. Thats lairdnoller fault. he will be getting a check in the mail.

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