Klaben Chrysler Jeep Dodge Ram - Service Center

Klaben Chrysler Jeep Dodge Ram responded

Angelo, I want to apologize again for the poor service experience on your recent visit. I thank you for the time you took in completing the survey you received and for the feedback you provided. I also greatly appreciate the time you took to speak with me via phone call this afternoon. As I previously mentioned, the customer feedback we receive is essential so that we are aware of our deficiencies and how to correct them, while also improving our practices and protocols in order to coach and counsel our team members so we may provide the best customer service possible. I want you to know that the we appreciate your input as we strive to provide the service experience that you should expect and deserve. I sincerely apologize for our failure in delivering that experience on your recent visit and hope that I can assist in correcting that. I hope the resolution we spoke of is satisfactory and emphasizes that we value you, your time and your business. On behalf of the entire Klaben team, thank you again and please feel free to contact me with any further questions or concerns you may have at any time. Dan Kalifoot, dkalifoot@klaben.com, 330-673-3139 ext. 408

Klaben Chrysler Jeep Dodge Ram responded

Hello Mr. Adams. Thank you for your feedback regarding your recent visit to our service facility. We appreciate the time you have taken to provide your honest feedback through multiple venues. We ask for feedback because we want to hear it. I appreciate your positive marks for Joe Hilliard. He is a long time team member that cares and works hard every day to meet and exceed the expectations of the Klaben customer. Unfortunately, we failed in that endeavor with your visit. I apologize. We should have done better. No excuses. Your comments will be shared with our entire team as they have a responsibility to participate in identifying process failures, as well as helping to correct those failures. I also thank you for taking time out of your Sunday afternoon to speak with me via a phone call. The added insight you gave will provide input to our ongoing coaching and counseling with our team members. I hope that the resolution we agreed upon is satisfactory and is an indication that we value you, your time and your business. Moving forward we will work to deliver the type of experience that you should expect and deserve. Thank you again. Myself, as well as the entire Klaben team remain at your service. Mike VanHoose, mvanhoose@klaben.com, 330-673-3139 ext 707.

Klaben Chrysler Jeep Dodge Ram responded

Thank you for your feedback regarding your experience at our service facility. I apologize for our lack of communication and follow through on that visit which put you in the position of being much less than completely satisfied. We failed you. No excuses. We do ask for feedback through many different venues, which can be an aggravation at times, as we truly want to hear how we are doing when it comes to meeting and exceeding the expectations of our customers. The honest feedback, such as yours, is extremely important to us and is an invaluable tool when it comes to evaluating our processes. Your feedback has been shared with our entire team as we work to address the root cause for your experience. I also want to thank you for taking time to share further details of your experience with Dan Kalifoot, a member of our leadership team. Most importantly, I thank you for giving us the opportunity to address the issues still existing with your vehicle and allowing us to demonstrate that we do value you and your business. Moving forward, if you have any other issues or concerns please don't hesitate to contact us. Again, I thank you for your feedback, and apologize for not delivering the type of experience that you should expect and deserve. We remain at your service. Mike VanHoose, mvanhoose@klaben.com, 330-673-3139 ext 707.