Klaben Chrysler Jeep Dodge Ram - Service Center

Klaben Chrysler Jeep Dodge Ram responded

Thank you for taking the time to post a review regarding your recent experience at the Klaben Chrysler Jeep Dodge Ram service department. Your last sentence is completely understandable. We have put you in the position of losing your confidence in us and for that I apologize. It is embarrassing that we have failed repeatedly at delivering the type of experience that you deserve. We need to hear when we have not performed our tasks in a professional manner so that we can address it internally with our team members. Addressing our team members and sharing the valuable comments from our customers is the only way that we can hope to fix root causes of inadequacies. I also want to thank you for taking even more time to speak with me via a phone call and for providing further insight into your experiences. Your comments and discussion did not fall on deaf ears. We will honor our responsibility of using your feedback in the right way and continue to try to make a difference in all that we do. I will end by thanking you again for your feedback. I sincerely apologize for not delivering the type of service experience that you or anyone should expect from Klaben. We remain at your service. Mike VanHoose. mvanhoose@klaben.com, 330-673-3139 ext 107.

Klaben Chrysler Jeep Dodge Ram responded

Thank you for taking the time to provide a review of your recent visit to our service facility. We failed you on a couple of fronts and for that I apologize. We should have offered to wash your vehicle and the oil drops on the garage floor should not have happened. There are no excuses for these oversights. I also want to thank you for taking a few minutes to speak with me on the phone. Your added input will be included in our regular coaching and counseling with our team members. You see, we ask for feedback because we want and need to hear how we are doing when it comes to meeting the expectations of our customers. We then have a responsibility to use that feedback to hopefully make us better at what we do. I appreciate you giving us the opportunity to address your concerns and hopefully the resolution we discussed meets your expectations. If there is anything else that I or any member of the Klaben team can do for you, please let me know. Thank you again for your time and consideration. We remain at your service. Mike VanHoose, mvanhoose@klaben.com, 330-673-3139 ext 107.

Klaben Chrysler Jeep Dodge Ram responded

Thank you for taking the time to provide us with a review of your recent visit to our Chrysler Jeep Dodge Ram service facility. I am embarrassed as well as frustrated that your visit transpired as you describe. I apologize. You deserved much better, no excuses. We ask for feedback through many different venues, as we are looking for the honest feedback, such as yours, that tells us exactly how we are doing when it comes to delivering the type of experience that our customers should expect and deserve. It is then our responsibility to use that feedback in a way that hopefully makes us better. We continually coach, counsel and train with our team members on the importance of setting expectations with our customers, and the responsibility we have to live up those expectations. Rest assured that your experience has been reviewed by the leadership team and will be shared throughout the ranks of our organization. I welcome the opportunity to speak with you in order to gain more insight into your experience and to see if there is anything that I can try and do for you at this point. Again, I thank you for your feedback and apologize for not delivering the type of experience that you deserve. Mike VanHoose, mvanhoose@klaben.com. 330-673-3139 ext 107.