Klaben Chrysler Jeep Dodge Ram - Service Center

Klaben Chrysler Jeep Dodge Ram responded

Adam, Thank you for taking the time complete your review. We ask for these reviews because we truly want to hear them! I would also like to thank you for taking the time to speak with me this evening. Throughout our conversation it became obvious that we have failed you. We have a primary responsibility to provide a superior experience each and every time that you visit our facility. At the heart of this is a culture that is centered around empathy and understanding. We showed neither. For that I apologize. Please know that this was not our intent. Your experience along with all of our customer's experiences are used to continuously train, develop and when necessary, adjust our procedures, processes and culture. I look forward to working together in the future. I and the entire Klaben team remain at your service. Kindly, James Arnold Service Manager Klaben Auto Stores 330-673-3139 jarnold@klaben.com

Klaben Chrysler Jeep Dodge Ram responded

Mr. Knox, Thank you for taking the time to complete and return your survey. It is so important to us that you have a positive experience each and every time that you visit our service facility. Your kind words about Tina affirm that our culture is alive and well. However, please allow me to apologize for the frustration that was caused by the time that it took for us to complete your repairs. Please know that this was not our intent. We strive to provide the absolute best in customer satisfaction and input such as yours is an invaluable tool for coaching and when need adjusting our processes. Please know that we are always here to assist in any way possible. I and the entire Klaben team remain at your service. Kindly, James Arnold Service Manager Klaben Auto Stores 330-673-3139 jarnold@klaben.com

Klaben Chrysler Jeep Dodge Ram responded

Linda, I’m grateful that you brought these issues to our attention. I am also very appreciative of the time you took to have a discussion with me over the phone. The entire team has been engaged to coach and counsel the relevant team members to ensure this scenario does not repeat itself. I’ve also shared your kind words with Carl and he is assisting in remedying the outstanding items we discussed. While I’m confident our team members always have the best intentions, it’s important that we are accountable for our mistakes and ensure our loyal customers, like you, are made to feel valued and appreciated. Linda, we know you can’t be replaced and you should always expect excellent service from us in every interaction within every department. We remain at your service and look forward to seeing you soon. Timothy Beane (330) 673-3139 ext 506.

lwilliam responded

Dear Mr. Beane, Thank you for responding to my concerns so promptly and thoroughly. I am now a completely satisfied customer.