Complaints

This profile includes complaints for Laird Noller Automotive, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Laird Noller Automotive, Inc.

  935 W 23rd St Lawrence, KS 66046-4410

  
• 

  Laird Noller Automotive, Inc.

  PO Box 38 Lawrence, KS 66044-0038

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They mark this what they say, warranty, then marked on sales paper as accessories. The bad, 1) Flat tire a) Could not get rims off. Corroded into the wheel end. 1a) Nitrogen in the tires? Yeah right.... (Part of the warranty package) NOT. Plus, there are general information about Nitrogen air in tires, of which I know for a fact that this was NOT done. 2) Windshield wipers. (Part of inspection) Yeah, okay, b) When it rains, didn't wipe the middle of the windshield. 2a) Claims they replaced wiper blades? or did they?? 3) If on my driveway, rains throughout the night, water intrusion in the back, on the cargo cover. (understandable when that's missed) 4) Passenger side foglamp lens missing. According to website, fill fuel tank, I received it at 1/8 tank of fuel. No Bill of Sale Secretary of State 3 times had 3 different pricing on the vehicle, now I'm being watched. Warranty on vehicle? Claims that the vehicle had paint protection, never been buffed or waxed down. Was promised for a call back (by the manager) to make it better, never happened. Bought this vehicle on February 17th 2025, and now its May 16th, 2025, still no return messages from anybody from this Dealership. Accessories ??? $1,499.00 Government fees ??? $4.00 Proc/Doc fees $899.00 - Understandable Then "On the Title" Wrong Street Name Wrong City Name Wrong Zip Code On the positive side, the Salesperson tried her best. Worked hard on this deal. I do like the vehicle and still happy with it. AFTER, I fixed all this mess. ALSO, told them I do NOT want this warranty, but at least fill up the fuel tank.

  

  Business Response

  Date: 06/23/2025

  After speaking with *** ********, we want to take steps to resolve this matter. It appears there may have been some miscommunication, and it's possible that the necessary paperwork was delayed.

  
  Rather than debate where the fault lies, we’re prepared to accept responsibility and would like to offer a check in the amount of $1,499 to settle the issue.

  If this is acceptable and will close the complaint, we will send a check straight away. 

  Customer Answer

  Date: 06/26/2025

   
  
  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.

  Spoke with ******* from Laird Noller Auto, I believe that she understood my concerns.

  I want this to be known, I was and still am satisfied with the vehicle (2010 Ford Explorer) this was the concern of paperwork issues.
  
  
  
  Sincerely,
  
  
  
  ******* ***

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Hyundai Kona on march 1. I was told at that time, my second key fob would be mailed to me. 2 weeks later, I called *** ***** ( the salesman) and stated that I never received the key. He said he would call me back. He never did. I called again a few days later and I was told by customer service that the would give *** my message and have him call me back. He never did. I called again on April 2, at 4:44 and was told the *** would call me back. On April 7 at 2:14, I called again about the key and I also told them about my title. I was told someone would call me back. I called again later that afternoon. I was told there was an update to their computer system and that was why I never got my title. I told them I would have my husband come my on April 9, to pick up the key and title.
  April 9, my husband talked to the sales manager, **** ******* **** told him it would take 4 days to get a new key ordered and 40 minutes to update the software.
  April 11 at 4:45, I called the service department to confirm that a key was ordered. The serviceman stated no key was ordered and he would have *** call me back. I called **** ****** at 5:45 and was told that **** would call me back. He never did.
  April 12 at 9:11. I called the service department again and talked to **** ***, he said he didn’t know why *** was not calling me back. He was going to tell tell his manager and have them call me back on Monday.
  April 18 at 12:50; I called **** ****** and was told the Topeka dealership had my key. He said if I didn’t hear back from him by 2:00 to call back. I never heard back. At 3:16 I called again. The customer service representative said **** was in a meeting. She told me to hang on while she goes and talks to him. She came back and told me that **** was going to order a key and call me back with an ETA for the key. I have never heard back from anyone.

  

  Business Response

  Date: 05/08/2025

  Her key was on order. It's here and it's been here. She can call and speak to **** **** anytime. 

• Initial Complaint

  Date:12/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle two weeks ago. Laird Noller has still not paid off my trade. The 10-day payoff I provided has now passed, so I am accruing per diem interest charges. My monthly payment on the trade is also two days away from being past due, which will affect my credit, so I am going to have to make another payment and lose still more money in interest. Nobody from Laird Noller has reached out via phone, email, or mail to request additional information or explain that there might be an issue. Laird Noller now owes me for the accrued interest and additional month's payment on my trade.

  

  Business Response

  Date: 01/22/2025

  Hello,

  We have spoken to this customer a few times since this review. We are paying for his first two oil changes to make things right. This has been addressed and the customer is happy. 

• Initial Complaint

  Date:12/21/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family drive up to Lawrence from Wichita and purchased a 2021 Nissan Sentra from Laird Noller Hyundai from the salesman ******* ******. We negotiated the price of the car to which and discussed that we needed 2 keys with the purchase since the car only had one key. This dealership forces a $1499 Laird Noller package onto the purchase of every car they sell. (Not negotiable) With this package they guarantee 2 keys with every purchase. We agreed and the dealership agreed on the purchase price and financing, so we went back to finance and signed for the car. When we came out of finance the proud owners of a 2021 Nissan Sentra, the salesman said that we were too agresssive on the price negotiation and because the dealership sold the car too cheap, they would not give us a second key. I stated loudly that it was a bait and switch operation because they waited until we signed before we were told we would not get a second key, even though we paid $1499 for a package that guarantees a second key. The salesman told me to buy one in Wichita and send him the receipt and he would Venmo me the money to make it right. I paid $493 for a new key from Orr Nissan in Wichita and sent ******* ****** the Venmo info and receipt pictures. I was told the the key cost more than he thought, he also said he doesn’t have a Venmo account now, so he would have to wait 3 weeks until he gets paid and he would send me a check. I am now getting ghosted on texts. He does not respond, so I am no longer getting reimbursed for the keys from the dealership or from the salesman and am out $493.

  

  Business Response

  Date: 01/24/2025

  We will be writing a check for $500 for reimbursement. 

  Customer Answer

  Date: 01/28/2025

  
  
  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

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/4 Went to look at a 21 traverse, after test driving the vehicle and hearing what was all "covered" under their Laird Noller Advantage Program (this price was a dealer fee that was stated in fine print on the website, otherwise no mention of this number) and the price of the vehicle (sticker price $29800) i decided to buy. At no time was there any written/ verbal form of any additional prices, everything was stated as " covered in their Laird Noller Advantage Program" Salesman stated that this is their way of not having any " Lemon" sales. Paperwork was done on an I-pad with no view of what was written just a place to sign the name and again " This is what you get with our advantage program" from finance. I didn't receive any printed paperwork until 12/5 when i went to pick up the vehicle later that evening.
  There is an additional $19k that had no explanation of where it came from. I have had multiple calls to Finance go unanswered. I went back in 12/11 to talk with someone in person. I was given numbers off the " computer " for me to write down for some "addition" cost. Checking those over with the paperwork i have, and they still don't match up. and the "additional" were all items that were in their LNAP. I was told I had to have insurances in order for financing to go through and other items that were needed for finance. I have my own coverage through my insurance and was covered. I also never received all of the paperwork. I know I'm at least missing the finance paperwork for who my loan is through and my loan number.
  $29,800 was sticker price
  $899 admin fee
  $1400 is the price they have stated on their website for the Laird Noller Advantage Plan
  $9,000 is what I put for a down payment
  $48,055.33 is the price they are deducting my $9k from
  $46,787.33 is what is financed
  I want the unnecessary fees to be taken off and financed correctly, without taking a hit on my end or i want to just buy the car out right.

  Customer Answer

  Date: 12/16/2024

  I have gotten this issue resolved. 
  

  Thank You

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I had a terrible car buying experience at Laird Noller Automotive of Lawrence. Our sales person started talking numbers with my wife who asked to wait until I returned from the bathroom. My wife asked about the online advertised price (which is the whole reason we drove to this dealership despite seeing other options closer to us with a better A Plan Price) $29,900 after a $5, 770 "Laird Noller Discount"- exactly how the website had it written. The sales woman came back and said well all those rebates don't actually apply to this vin. It isn't my job as the consumer to know a certain rebate doesn't apply to that specific car when that isn't how it shows on the website and it wasn't listed as a rebate it said "Laird Noller Discount" that doesn't read like a rebate to me. We go to the finance room and are offered a 9% interest rate, which for our credit and down payment is awful. My wife asked to call our credit union which was dismissed by the financial guy saying wait let me see what I can do. He says there's a credit union that can do 5.4% contingent on a service plan being purchased. NEVER HEARD OF A LOAN BEING CONTIGUENT ON BUYER PURCHASING A SERVICE PLAN and between the two of us we have purchased a few cars through dealerships. By this point we really should have just packed up. We went with that plan but the numbers were never broken down with us these specific aspects in the contract is called the Federal Truth in Lending Disclosures which was not reviewed with us at all. The whole contract process once the rate was established was super dismissive. We were never given the contract and given time to review it prior to being signed which is a requirement of the contract and something we were forced to sign despite not being given the time. This violates the Kansas Uniform Consumer Code 16a-3-202 UCCC Notice to Consumer. Had we been clearly given the number we would have said no thanks and see you later but it was explained about as clear as mud.

  Customer Answer

  Date: 12/04/2024

  The issue has been resolved with the Sales Manager we are happy with the outcome. We would like to cancel the complaint.

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 1,2024
  Hyundai Sonata Sport “purchase” through ******* *** *********
  I paid $1,000 down over
  
  I filed for chapter 7 bankruptcy with above information for the vehicle portion to be exempt, I was told by ******* *** that the dealership submitted the paperwork but for a separate vehicle I had looked at. I was told by the dealership that they submitted both for the other car and current Sonata. I then got a letter from ******* *** in July saying that the “deal expired” so I contacted both my trustee and the dealership. The trustee has the title for the Sonata with ******* *** as the Creditor.
  
  July 11th,2024
  Hyundai Sonata Sport purchase through Credit Acceptance. Since July I have not been able to get my title from the trustee to correct the creditor portion and therefore still cannot register the vehicle although I make my payments and am paying insurance for it.

  

  Business Response

  Date: 01/16/2025

  Hello,

   

  We have received a letter from a lawyer in regards to this. Our lawyer will need to speak to **** *************** lawyer. Our lawyer advises us not to speak to an individual after a lawyer has been contacted.

• Initial Complaint

  Date:10/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:05/02/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 05/07/2024

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

  Customer Answer

  Date: 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,
  
  
  ****** *****