ComplaintsforLaird Noller Automotive, Inc.

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car on September 12th. Since, I have had issues with the vehicle and the company is refusing to fix said issues as they are not “safety issues” however, I believe that these issues do pose safety threats. I am experiencing the airbag light coming on as well as the back rest of my drivers seat not adjusting which is hindering my ability to operate the vehicle safely. Additionally, I am having issues with the acceleration of the vehicle. I am being told that my drive train coverage, which I paid extra for, is not in effect until a month after purchase. Waiting could cause serious damage to the vehicle and I believe it should be covered when issues arise, especially considering my paying extra for it. One issue that may not be considered a safety issue is that my keyless entry stopped working only days after taking ownership if the vehicle. Additionally, this company claims to have detailed my car as part of the purchase package but the vehicle was clearly not done. I was told by the manager, Tony, that until I remove my review I am not welcome on their lot. This is incredibly unprofessional.

  

  Business response

  10/10/2024

  Good evening

  We had one of our best techs, who is Platinum Certified look at this vehicle, (Only 100 currently in the country hold this certification) and this tech did not uncover the issue described, therefore, we are led to believe this issue occurred after we inspected it.

  However, we aim for 100% customer satisfaction so please reach out to me directly, my name is ****** and my email is ************************ and we will make sure that if it can be fixed we take care of you. Our entire dealer group is under new management and our customers happiness if of the upmost importance to us. Please email me at your earliest convenience so we can discuss how to get this issue fixed for you. Please be sure to provide your name and best contact number to me so I can be sure to be in touch in the most timely manner. 

  We look forward to assisting you in resolving this matter. Thank you

  Respectfully, 

  ****** *******

   

  

  Business response

  10/10/2024

  I would like to make sure and let you know this customer had this incident happen after we already looked at the vehicle. I gave my personal information to her so we can make sure and make it right. 

  I know you can reference it through your system, but as I am sure the BBB can understand if this issue is not brought to our attention and fixed ASAP other issues that arise cannot be considered our responsibility. We are willing to make this right, but we cannot control how customers drive their vehicles and issues that come about because of that.

  Hopefully she reached out to me directly in a timely manner, as we are prepared to make sure and fix this issue asap. 

  I have saved to my desktop the time/date stamped response, so that if anything comes up again and we cannot resolve her issues we can dispute further claims based on facts. 

  Thank you for bringing this claim to our attention and we will work diligently to ensure this customer is satisfied.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/27/2023 Purchase 2017 Yukon Denali Noller Chevrolet Olathe Location. Clear CarFax provided. I was provided with 6month dealer warranty. The location shortly after my purchase, and now has just reopened. 8/2024 I took the Yukon into ******* ***** ***, the told me my water pump was leaking, so I fixed this issue for 1100, then one hour later the check engine and traction control lights in the Yukon came on. The vehicle started driving fun so I took it back up there that evening, but they were closed. The service Manager put me in a loaner that evening. The next day I found out the engine was bad, and had major work done on it previously. I called GM for accesstance with no sucesss, I reached out to Noller's Main office in topeka with no success, and now I'm reaching out to you all. I just recieved by bill from ****** ******* *** it is 14,612.44. I haven't had the vehicle a year and now the repair bill is almost half of what I paid for it. Please help me

  

  Business response

  09/23/2024

  See attached. I am writing in response to the complaint filed by ******* ****** regarding their purchase of a 2017 Yukon Denali from our Olathe location on November 27, 2023. I sincerely apologize for the difficulties they have encountered with their vehicle. We understand that the customer has faced significant repair costs and frustrations. To address their concerns, we would like to propose a solution that I hope will assist them during this challenging time. I am willing to split the cost of the repair with the customer. Additionally, we would like to offer the option to trade the vehicle back to us. We are prepared to provide an over-allowance to help offset some of their outof-pocket expenses. Our goal is to work collaboratively with the customer to find a satisfactory resolution. I appreciate their patience and understanding as we navigate this situation together. Thank you for bringing this matter to our attention. We look forward to the opportunity to resolve it promptly. 

  Customer response

  09/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Owners tried to work with me and I have not heard from them yet. 

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

  

  Business response

  10/16/2024

  Thank you for bringing ********* experience to our attention. We sincerely apologize for the issues they've faced. To make things right, we are issuing a refund of $8,000.
  We value our customers and are committed to resolving this matter promptly. If you need any further information, please feel free to reach out.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a car from this dealership with a package that included free oil changes for 5 years. The location that offered this has now closed and they are requiring us to drive 40+ minutes to use this for the next 4 years. I would like a refund for this portion of the package because that is not feasible.

  

  Business response

  05/04/2024

  Thank you for reaching out to us with your concern. We apologize for any inconvenience you experienced regarding the oil changes. We take customer feedback seriously and strive to ensure a seamless experience for all our customers.
  
  
  We would like to assist you in transferring your remaining oil changes to a dealership of your choice. Please let us know where you would like the oil changes transferred, and we will work with that dealership to facilitate the transfer.
  
  
  Your satisfaction is our top priority, and we appreciate the opportunity to address this matter promptly. Please feel free to contact us directly to discuss further details or if you have any additional questions or concerns.
  
  
  Thank you for bringing this to our attention, and we look forward to resolving this issue to your satisfaction.
  
  

  

  Business response

  05/07/2024

  Oil changes have been transferred to ******** preferred dealer. Please let us know if there are any issues moving forward. 

  Customer response

  05/09/2024

   
  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

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday 9/8/23. I dropped my car off with Laird Noller for an airbag saftey recall. On Monday 9/11/23 I picked up my car and made it to the stop sign at 27th and Louisiana when My car died and would not stay started long enough to put my foot on the gas. During this time I was almost hit by a city bus. Laird Noller refused to provide towing so I pushed it manually. When I got back I heard, who I assume was a service manager state that this was a known issue, that can occur any time the battery is disconnected, along with the AC issue they had refused to look at with the recall. It has been over a week and the service center will not answer my calls. It is now Monday 9/18/23. I don't know if they have even looked at my car for the issue they OPENLY ADMITTED that they caused. I believe, but cannot prove, they willfully sabatoged my vehicle because I refused upsell services. All I want is for them to fix the known issue rendering my car useless. I will fix the AC issue with my own time and money. I do believe that this incident should absolutely leave a permanent mark on their reputation.

  

  Business response

  10/09/2023

  The recalls and the issues you are having are unrelated. However, the service manager would like to speak to you about your complaints to try and resolve. We have a new service manager that would like to discuss. 

• Initial Complaint

  06/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a **** Truck in 2020 and have had nothing but problems with my truck since I have bought it. It has been in and out of the shop for repairs many times. This last time they had my truck for 6 months and when I went to pick it up it was filthy had over 600 more miles on it and an empty tank of gas. (I left my truck clean inside and out with a full tank of gas) The issue this last time was the with the transmission which had to replace with a new one. The last thing I was told I now have to take my truck in every 1000 miles to get the oil checked. I was told the noise in my engine was normal. It has a ticking sound like a lifter is ticking when driving it, it also sounds like an airplane taking off. The service manager told me that this was normal for this type of truck. I am scared to drive the truck. I **** **** ** ** *** ******* ******* ** * ******* *** need reliable transportation. During the time they had my truck, they did give me a loaner which had issues of its own. I had to take off work 3 days to fix the loaner. I was never compensated for those days which I can not get back. Last, I was making payments on a vehicle I didn't have for 6 months and nothing was done to help with the expense. I have talked to the General Manager and filed a complaint with ****. I have not heard anything back from them. I have been very patient with this company. This is scary if you can't get anyone to take care of you when you purchase a big item such as a vehicle *** ** * ******* ****** which makes this a big big deal for me. I need help in what I can do next. I decided to file a complaint against the company in getting help with this issue. I paid ****** for the truck new in May of 2020.

  Customer response

  06/13/2023

  Here is the documentation of what they have done so far.  I found out last week that a part was put on wrong and now I have to get that fixed.

  

  Business response

  06/13/2023

  Parts for the transmission issue was on a national back order.   We offered to come to the customer and leave her a loaner vehicle and have her truck completely detailed and filled with a full tank of fuel and also offered 2 complimentary oil change services for her frustrations.  Customer declined.  Service Manager spoke with me about this and I was willing to offer her 2 tanks of fuel plus the detail and the 2 free oil change services and we left her a message and never heard back.  We had the customer in a loaner vehicle for a period of time while her truck was at our shop waiting on parts.

   

  This offer to the customer would still stand and be valid on our end.  If customer is wanting compensation for her payments, she would need to file a claim thru the **** hotline and see if **** ***** ******* is willing to compensate her for waiting on parts that were on a national back order.

  Customer response

  06/15/2023

  The offer they gave me wasn't satisfactory as I had to take off work 3 days for repairs on the loaner.  That was time I can not get back.  I am still dealing with issues with this truck.  I have had to take time off two days now to get the oil checked.  This doesn't count the times I have been in and out of the dealership for repairs on this truck and recalls.  I feel having to spend more time on getting this issue fixed is getting very frustrating.  Also, **** only called me one time with an offer of free oil changes only.  Not appropriate for what has become an issue of driving my vehicle over 600 miles and getting back a filthy truck and an empty tank of gas after not having it for over 6 months.  I can send in more repair invoices that has been done on this vehicle.  I feel I have purchased a lemon and will have more issues because, there is something wrong with engine.

  

  Business response

  06/15/2023

  Again,

  We are willing comp for 2 tanks of fuel, a complete detail or $*** to comp for the detail, 2 free oil-changes.  Customer can file a lemon buy back but she would need to dispute this with **** ***** *******.  We have also offered to come to the customer for pick up and delivery and will continue to offer this service in the future or for any items mentioned above.

  Customer response

  06/21/2023

  
  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 at this time.  I realize that parts were what held up this issue.  My problem was with the service and the way my truck came back to me.
  
  Sincerely,
  
  Joann ******

• Initial Complaint

  04/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked an appointment on Laird Noller's website for a 100,000 mile service for my **** vehicle. They have an online scheduler that lists different packages available and what services they include. The 100k package I selected says: Rotate tires and inspect for wear, Change engine coolant - (Green), Change engine oil and replace oil filter, Replace cabin air filter, Replace spark plugs, Inspect automatic transmission fluid level, Inspect brake pads, rotors, hoses and parking brake, Inspect engine cooling system and motor/electronics cooling system strength and hoses (hybrid vehicles), Inspect exhaust system and heat shields, Inspect half-shaft boots, Inspect steering linkage, ball joints, suspension and tie-rod ends. Lubricate if equipped with grease fittings., Inspect wheels and related components, Perform multi-point inspection, Reset oil life monitor, All services have a check mark next to them and at the bottom the cost listed is $****** When I arrive at my appointment I'm told that the coolant and spark plugs will actually be more and they're not included. My final bill was $****** before taxes. Laird Noller is very deceptive with the pricing of their online packages and I was told by a technician that "they know about it and haven't fixed it" That was extremely frustrating. Laird Noller should honor the price on their website or update the page to correct the pricing. This wouldn't be allowed at a retailer like ******* or ******, and it shouldn't be here either.

  

  Business response

  04/06/2023

  We are going to refund the difference back to the customer and honor what was displayed online immediately.

  Thank you,

  Aaron ****

  Customer response

  04/06/2023

  
  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,
  
  Abby ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩